Induction program

INDUCTION PROGRAM

VALET SERVICE-PULLMAN

Overview

1. Introduction to company2. Customer Service3. Providing Quality Service4. Health and Safety5. Group Discussion

Lesson Outline Instructor Activity Trainee Activity Time

Session 1- Introduction Lecture Listening, watching &

Writing

9:00am-10:00am

Session 2- Customer Service Lecture Listening and writing 10:00am-10:30am

Coffee break 10:30am-10:45am

Session 3- Quality Service Lecture Listening & Participation 10:45am-11:15am

Session 4- Health and Safety Lecture Listening & Participation 11:15am-12:15pm

Session 5- Onsite Training Individual work Actual work Will be decided by site

supervisor

1- Introduction to Company

Introduction to Company

Over 30 years car parking industry experience

More than 200 car parks in Sydney, Melbourne, Brisbane and Adelaide as well as a wide range of regional areas

Operator of some of the largest car parks in Australia, including Sydney Airport, Melbourne Airport, Sydney Olympic Park and Brisbane's Riverside Centre

A significant international presence in South East Asia, mainland China, India and the Middle East.

Introduction to Company Operations

2. Customer Service

What is Customer Service

Customer service is an organization's ability to supply their customers' wants and needs.

1. Who are our customers?2. When to provide customer service?

GROUP ACTIVITY 1

Customer Service is……………..

5 step model to customer excellence

Step 1- Listen to the Customer.

Step 1- Listen to the Customer.

Ste Step 2- Identify the key issues Identified by

the customer.

Ste Step 2- Identify the key issues Identified by

the customer.

Step 3- Address the IssuesStep 3- Address the Issues

Step 4- Apologize if you are wrong.

Step 4- Apologize if you are wrong.

Step 5- Thank the customer for his feedback

Step 5- Thank the customer for his feedbackExercise 1 & 2

How to deal with Rude Customers?

•Keep Smiling•Stay Clam•Politely ignore•Pity them•Remember kind customers

Read Hand Outs

Pullman Hotel & Customers

Values:

Vision:

Points to remember: “Get closer”, Welcomer at the lobby.

Attitude: Simplicity

3. Quality Service

Welcoming & Greeting

1- Smiling

Smiling is infectious,You can catch it like the flu.Someone smiled at me today,And I started smiling too. (Hand outs of advantages of smiling, article)

2- Friendly and warm approach

3- Greeting

“Welcome to Pullman Dubai Mall of the Emirates, Ramy at your service”“Good Day Sir/Mam”“ Good Evening Sir/Mam”

4- Welcoming

“Welcome to Pullman”“How are you today?”“How can I help you Sir/Mam?”……………SMALL ROLE PLAY

Proper Posture

Grooming

1. Hair cut & Brush hair (Gel optional)2. Cut Nails3. Brush teeth- Morning and night4. Bath daily – Use strong shower gel,

Use Rexona after shower5. Facial shave – aftershave (Denim,

Nivea) 6. Use deodorant (Axe)7. Wear clean and ironed clothes- spray

nice perfume on clothes.

Do’s and Don’ts

Read handouts and group discussions

4. Health & Safety

1. Speed Limit- 20Km/h2. Dehydration- 2 liters while in duty, 5

liters on daily basis3. Proper body mechanics4. First Aid procedure- incase of injuries5. Wearing the right cloth and shoes6. Fitness- Do daily exercise7. Personal Hygiene- To avoid getting sick8. How to manage foot pain

ANY QUESTIONS?