Bahrain Institute of Hospitality and Retail (BIHR), in association with The Emirates Academy of Hospitality Management organized a two day hospitality workshop “Creating Excellence in Hospitality” at the Diplomat Radisson on 25th & 26th August 2015. The workshop was aimed at understanding deeply her term ‘Excellence in Hospitality’ as well as enumerate the key service standards in hotels. This workshop is a part of a series of hospitality workshops BIHR has been conducting in academic association with Ecole hoteliere de Lausanne.

The workshop was conducted by Ms. Mandy Kouwenberg, a seasoned hotelier specializing in Rooms Division Management, Training and recruitment for over 18 years. As a coach she helps people to find the most suitable next step in their career or cope and overcome existing challenges. She is widely known to develop executives in ‘creating forward professional development through informed and empowered choices.

The two day workshop was designed to help the participants develop the 6 steps of making each guest your own. It also highlighted how to differentiate between service and delightful stories in hospitality. The workshop handled issues that are familiar in the hospitality industry viz handling of customer complaints logically, preparing smart excellent service action plan, adopting appropriate verbal and non-verbal communication and managing customer retention. The companies that attended the workshop were Movenpick hotel, Crowne Plaza, K Hotel, Diplomat Radisson, Sheraton, Elite Hotel, Arjaan Rotana to name a few.

Mr. Nigel Viegas, Director BIHR stated, “We would like to thank Specific Council for Training in Hospitality and the Ministry of Labor for constantly supporting in providing training to Bahrainis. BIHR aims at proving high quality training to the people of Bahrain so that they can confidently face the unique challenges at their workplace. Conducting similar workshops will increase customer satisfaction and instill staff confidence that will consequently have a positive impact on the employees in the hospitality sector.”

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