Sumantri -Building World Class Brand - Everything communicate Module

Building World Class Brand - Everything communicate Module by Sumantri

Bandar Seribegawan 8 December 2007. Everything communicate is the first module from The Sheraton Experience which contents of 6 module all together. The previous 2 Modules were completed to trained from The Brand immersion.

The objective of EVERYTHING COMMUNICATES module are at the end of the training each of participants will be able to understand how everything communicates through place,process and people. Differentiate transaction and interaction and participant able to apply how everything communicate throughout the Cycle of Service. To achieve the goal agenda been set up which will cover PLACE, discussed and share how environment is play an important part which service is delivered to the guest and one way to think about the place is think about 5 sense which is sight,sound,touch,smell,taste. Then PROCESS is invisible connection between guest and the brand through the process. Training also invite participant to feel free to adjust or modify her/her current and being creative in process of their working area to be improved and much effective of course with the following consideration impact the guest experience,associates,property and Sheraton Brand. On subject of cycle of service were been enlarge to more area instead of 10 touchpoint of guest experience in order to be more understand for participants their were coming from different department and differerent level of understanding, even thought the module is design for front of the house but we also consider heart of the house to join the aim is to build total worl class brand. On PEOPLE is cover how our guest remember all the time, research shown 85 % on the comment or feed back whether good or not good comment mentioned about people followed by explanation on how important is the first impression and the last impression. Video transaction and interaction also show to get better understanding of the participant. And on Field experience onbesve other department or other area in the hotel which was the last activity on this module. Training end with reflection and call to action. Training held in 3 language English,Bahasa Indonesia and Malaysia. The following comment just few to mentioned stated on the evaluation sheet: Effective explained the program content,the best about training is that i can make the process,place and people. Very best teacher give training. Saya berpuas hati Bapak Sumantri mengajar or I am satisfied with Sumantri the instructor you are the best!WOW......and so on and so on very interesting. Training started at 9 am to 12.30 for Day 1 morning class on 8 December 2007 with 11 participant and 1.30 pm to 5.15pm for afternoon class with 9 participant. On the Sheraton Experience Nanetta joint to lead 2 other classes as well as ken.