SINT MAARTEN (PELICAN) - Hollywood Casino and Jump Up Casino are gearing up for a remarkable high season. They hired Training Professionals International Firm, (TPI), one of the leading training firm’s in the Caribbean, to support them with enhancing their Customer Service standards and have simultaneously enrolled their Management team in a 2-month Academy of Management & Leadership Excellence Program, facilitated by Master Trainer, Dr. Natasha J. Gittens, Ph.D., CHE, CHT and Catherine Burns, TPI's Lead Management & Leadership Instructor.
The training program will run over a one-year period and will consist of the following trainings: Effective Customer Engagement, Effective Gaming Customer Relations Principles, Customer Care vs Customer Service, Attitudes for Service, Exceeding Customer Expectations, Going Above and Beyond for Customer Satisfaction and ensuring the Customer Experience far exceeds the patrons imagination.
The Managing Director, Antoine Akl shared shared the following: “Without consistent training and development, our teams will not reach their full potential. We are in a tough market (i.e. sector), which is very competitive. We believe that training our staff to stay apprised of global best practices in our industry is the direction we must take to stay ahead of our competition. We also believe that investing in "accredited" training supports our staff to develop both personally and professionally. This is key, because we view our staff as family therefore; training is an element that we must pursue for our organization's fully committed adoption of service excellence standards. "
The managerial component of the training is customized to perpetuate the core values and beliefs of the Casino. Managers will be reminded of the Core Values and learn techniques to improve his/her Coaching and Development of valued team members and connect the common gap that often occurs between coaching and the Employee Performance Evaluation. Managers will also gain knowledge in Time Management practices that work, Professional Etiquette, Business Writing, Body Language, Internal & External Communication methods, and How to Lead Teams For High Performance.
Gittens, President & CEO of Training Professionals International Firm, stated: “Our team has been working diligently to promote the importance of "accredited courses" and long term training programs for organizations’ throughout the Caribbean and our certified instructors offer employees a broad perspective on service standards internationally, not only used in the Caribbean. Our accredited trainings are acknowledged and respected all over the world. When you hire TPI, we automatically become your long-term partner in training advancement and organizational progression. "
TPI understands that it is no longer acceptable to just train staff once a year and not follow up with refresher courses in conjunction with implementing a qualitative measuring tool to examine the use of the applied training content and how effective it has been for the organization as a whole. Without the measurement component incorporated, training is a waste of good dollars. Learning must be consistent to be effective and long term. "
We applaud the Hollywood and Jump Up Casino's "out of the box thinking" leadership for recognizing the vitality in training enrichment and how it directly impacts imperative business components such as, customer satisfaction (i.e. experiences), organizational advancement, and overall profitable growth. Without training buy-in from the employees, who indeed “are the company”, organizations will never reach their desired potential.