Listen To Our Webinar With Mike Leven
Last week, HSMAI and Cendyn hosted a live webinar with Mike Leven. We got great feedback and we will do many webinars moving forward. Later we had a technical glitch that prevented the recording from capturing video from the webinar, but we do have solid audio to share. You can listen to it here.
Here is more information about Mike Leven:
The Mike Leven Mentor Program
For many it is good to have a mentor outside their company in addition to internal coaches and mentors. We believe in a culture for continuing learning. The program is aimed at all ages and levels in the Hospitality Industry.
Are you looking for a mentor - or would you perhaps be interested in being one yourself? Please do not hesitate to get in touch with us: [email protected]
Regardless of whether you work on a national, European or global basis and have a lengthy experience in management, the demand for increased competence is on the rise. The industry is changing rapidly, the market is challenging, which is why it is more important now than ever to keep abreast of developments, and continuously improve our skills and learn from others.
Are you interested in becoming a Mentor or a Mentee?
NEW! Excelling in Customer Centricity
HSMAI Region Europe as commissioned the development of a certification with the aim for participants to become enablers of a culture of customer centric excellence. One of HSMAI Region Europe´s promises to its members is that "we pledge to drive personal and professional growth', says HSMAI Region Europe´s CEO and President Ingunn Hofseth. HSMAI already has several global certification programs for its members, including Revenue Management Certification and Digital Marketing Certification.
This new programme, Excelling in Customer Centricity (The ECC programme) is based on Mike Leven philosophy on leadership and customer service.
We have developed a new cutting edge certification program, starting with a 2 or 3- day workshop, for senior managers who want to excel in the development of customer centric cultures in organisations, says Mia Touzin, a Senior academic, whose background includes corporate management positions in the hospitality industry. She is HSMAI's Education Adviser and also this programme's developer.
The 'Excelling in Customer Centricity' Certification is the newest, and is endorsed by HSMAI Region Europe's People & Culture Advisory board, chaired by Gil Mulders, Head of Learning Europe at IHG - InterContinental Hotels Group.
Peer reviews and ratings on social media influence customer choice, your reputation and brand. To be competitive and deliver promises, in a world where everyone can express their opinions online immediately, you must foster a healthy, resilient customer centric culture in your organisation, says Hofseth.
Your company culture, how you manage your stakeholders and deliver on promises make the difference to the bottom line, and has never been more important than now, Mia Touzin adds.
The new certification enable participants to coach teams in delivering promises that have a positive impact on the perception of the brand in social media. The seven areas covered are closely intertwined:
- Define: Develop and define your service culture
- Care: Manage your stakeholders
- Be proactive online: Let social media work for you by creating "instagramable guest experiences"
- Build cultural muscle: Use culture as a means of turning barriers into empowerment
- Engage stakeholders through thoughtful and strategic communication
- Recover from complaints and turn them into advocacy
- Measure: Make sure you are measuring what matters
Please contact us at [email protected] for more information.