Past Workshops

Two-day public workshop: “Guest Delighted”

Conducted for Goa’s hospitality trade

Group picture with program attendees

Rajan in session

Rajan in session

Ramiah in session

Ramiah in session

Venue: The Zuri White Sands, Varca Goa
Dates: 12-13 October 2015

Participating Organizations

The Leela Goa
Taj Exotica Goa
Park Hyatt Goa
Novotel Goa Shrem Resort
Grand Mercure Goa Shrem Resort
The Zuri Goa
Cidade de Goa
Royal Monterio Goa
Royal Palms Benaulim
Royal Haathi Mahal
The HQ

Participant Comments:

What I liked best about the program?

“The topics I loved were about understanding guest feelings, their thought process, correct use of verbiage and active and passive speaking… Awesome!”

“Each possible situation in our day to day operations was discussed and the same were resolved. It was a great learning experience for me!”

“I was able to share my problems in guest handling and obtain best possible solutions to overcome these. Many practical situations were re-created with role-plays and the participants were made to perform them so that we could understand the situation from the guest’s point of view.”

“This program is extremely helpful to me in teaching me techniques on delighting my internal and external customers (guests)”

“This workshop was really interesting and not at all like classroom training. I realised how important it is to use appropriate words in empathizing with guests.”

“On the first day, I could not connect… however all the pieces fell into place on day 2. Thank you so much. God Bless!”

“A very interactive and informative workshop where the faculty engaged all of us. I especially enjoyed the role-plays conducted which helped address issues by departments.”

“Role-plays and participant involvement made the sessions more interactive. Empathy, Active/Passive usage, application of open ended questions would be my key take-away from this workshop.”

“The case studies were the best part of this workshop. I have learnt a lot in this program and I hope to share this with my team.”

“My learning through these two days’ workshop have been on establishing a connect with the guest by building commonalities, and the topic of empathy.”

“The importance of empathy, managing guests and my internal guests, situation handling using a positive body language, the humour used in this program – all of these were my take-away.”

“I loved the approach, the connect with our real job situations and the practical role plays.”

“The way the trainers interacted with each and every one and the knowledge that they shared was all very helpful and should help me improve my work style.”

“The trainer’s explanations were very good and made simple for all to understand. The topics discussed were a realization of things we are practising at our job since a long time; however it brings it into a better perspective.”

“The role-plays and interaction between the faculty and the participants was what I liked best about this knowledgeable workshop.”