Location :Islamabad.
Country :Pakistan
Positions :1
Position:Trainer / Consultant for Hotel Management
Job Type :Short Term -Trainer / Consultant
Start Date :June 1, 2018
Consultant - Training on key hotel management practices for improved customer satisfaction and retention
Chemonics International is implementing Pakistan Small and Medium Enterprise Activity (SMEA), which is a 5-year, $35 million project that is aimed at improvement of financial and operating performance of small and medium enterprises (SMEs) in Pakistan in selected high-performing industrial, manufacturing and services sectors.
The USAID Small and Medium Enterprise Activity (SMEA) requires the services of trainer/consultant to conduct short training sessions for hotel owners/managers of northern areas on Key Hotel Management Practices for improved customer satisfaction and retention.
Objective:
Pakistan’s northern areas are attractive tourist spots and have their own distinct working environment as compared to other parts of the country. The regions experience high traffic during peak seasons and are mostly overbooked. Based on a recent assessment, the project has identified a need for training to help businesses in the northern areas promote customer retention and brand building by shifting focus from a basic delivery model to one which offers improved customer experience.
SMEA seeks a consultant to conduct 2-days trainings for hotel entrepreneurs/managerson the following proposed topics:
- Hospitality and Customer Value and Satisfaction: Concept of Hospitality having focus on customer satisfaction
- Orientation on diversified revenue models: Introducing local attraction and day tours counters, car/jeep rental services, laundry and hair saloon/spa services, local handicrafts, etc.
- Adoption of technology such as social media and mobile wallet solutions etc.
- Managing Front Office Operations and Reservations: Hotel management and how to manage resources in efficient manner
- Housekeeping: Best practices, customer expectations and how to improve customer experiences
- Food & Beverage Management:Basic hygiene and food safety and ensuring customer satisfaction
The expected outcomes of the training are:
- Improved awareness of the importance customer satisfaction for business growth
- Improved Front End Services through adoption of better procedures, techniques and systems to increase operational efficiency
- Better housekeeping systems for improved customer experience
- Adoption of food hygiene standards through implementation of effective controls
- Introduction of social media for marketing and branding
- Introduction of mobile payment solution
- Introduction to diversify their revenue model
Responsibilities:
Consultant/trainer will be responsible to develop/customize the training module and training content as per the requirements and conduct training sessions at various locations proposed by technical teams. The trainer will be responsible to produce and submit all deliverables with supporting documents mentioned below:
- Background research: review relevant document to familiarize with the project activities; meet with the SMEA technical team to understand requirements of the assignment; meet with relevant industry contacts/associatiosn to understand the training needs of the target businesses. Develop/customize training modules: training modules will be customized per entrepreneurs’ needs. The trainer will suggest handouts, brochures or handbooks (as required) and will obtain SMEA feedback and approval prior to delivery of training..
- Finalize training plan including session plan and agenda addressing training objective in coordination with the SMEA team.
- Provide input for a pre- and post-training knowledge assessment questionnaire based on the finalized contents of the training.
- Delivertwo-days trainings:separate sessions will be heldin NathiaGali and Murree in accordance to the approved training plan. Trainings will be held in Urdu or the local language to ensure maximum impact..
- Facilitate preparation of post-training action plan through group-work or other medium for each participant during the training.
- Facilitate pre-post training knowledge assessment and course evaluation with the help of prescribed template, if required.
- Prepare and submit post training report covering all trainings in English within 7 calendar days finishing the last training. The training report must include a training follow-up plan.
Qualification:
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The Consultant must have the following qualifications:
- Master’s degree in business administration, hotel management, travel and tourism or related field.
- At least 05 years of experience in hospitality and hotel management
- Experience in conducting trainings for hospitality sector.
- Awareness of recent trends and changes in marketing and other business practices
- Previous experience of working with USAID projects or other donors in economic growth and SME space will be preferred
- Excellent written and verbal communication skills in Urdu and English; with preference for local language abilities.
- Excellent presentation skills.
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