The Objective
The objective and the intent of this consultation, training and development program is to channel and gear the airline personnel towards today's cutting-edge service/hospitality industry. The program consists of a broad spectrum of courses and training events on Service and Hospitality sector.
Some of the areas covered in this program are where the trainer monitors all staff in each respective area to help raise their level of expertise and skills in handling passenger/customer services and enlightens the management team on how supervisors/managers from respective department of an airlines should monitor and manage their staff via various means of incentives and show of leadership skills.
Training Package
Introduction to the Concept of Service
To ensure and enrich employee knowledge the definitions of Service, Role of Service, Nature of Service, How to Measure Service Quality and Analyze Service Quality.Customer Handling and Service
All Customer Contact Staff including:
| • | Ticket office, reservations, check-in, traffic, operations, baggage service and information desks |
| • | Cargo reservations and receiving |
| • | Public relations and sales support personnel |
| • | Flight attendants |
Telephone Operators / Receptionist / Switch board operator
Program Title: Telephone Courtesy training
To ensure that all telephone operators answer the incoming calls professionally and courteously and that the calls are addressed properly and are transferred precisely to the respective person or department.
Check-in Personnel
To enhance the check-in personnel the skills needed to help facilitate the passengers and to conduct various customer handling services.
Customer-Care Service Personnel / Boarding Gate handling Personnel
To enhance their skills to handle complaints and to smoothly facilitate the customers with whatever need that may arise; in some cases depending on the demand these Personnel may need to have foreign language skills to serve and cater the needs of the customers that do not speak English or the local language. E.g Handling complaints from customers, handling passenger arrival and handling lost baggage.
Other optional Training courses
A) Managerial skills to all Heads of Department
B) Training on Green Travel (Concept on Conservation of environment)