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Event Contingency Management (1 Day)
January 14, 2025
Objectives
To equip frontline staff with the skills and knowledge to effectively manage and respond to unexpected situations during events, ensuring guest expectations are met even with last-minute requests or unforeseen circumstances, while maintaining the highest level of service.
Target Audience
The target audience for this Event Contingency Management Training includes frontline staff of the UOA Hospitality group, such as:
- Front desks staff
- Concierge staff
- Housekeeping staff
- Food and beverage servers
- Bartenders / Baristas
- Frontline security
Essentially, anyone who may need to respond to unexpected situations during events would benefit from this training.
Learning Outcomes
- Understand contingency planning: To familiarize participants with the principles and importance of contingency planning for events.
- Identify potential event disruptions: To train participants to recognize and assess potential disruptions and unexpected situations.
- Develop response strategies: To equip participants with strategies to effectively respond to various types of event-related issues.
- Enhance communication during events: To improve participants’ ability to communicate clearly and effectively during unexpected situations.
- Implement quick problem-solving techniques: To teach participants how to quickly and efficiently solve problems to meet guest expectations.
- Maintain high service standards: To ensure participants can maintain excellent service delivery even under pressure.
Course Outline
Morning Session (9:00 AM – 12:00 PM)
Module 1: Introduction to Event Contingency Management
- Definition and importance of contingency management in events
- Types of unexpected situations (last-minute requests, technical issues, guest complaints, etc.)
- The role of frontline staff in managing event disruptions
Module 2: Risk Assessment and Planning
-
- Identifying potential disruptions and challenges
- Conducting risk assessments for events
- Developing contingency plans for various scenarios
- The importance of flexibility and adaptability
Afternoon Session (1:00 PM – 4:00 PM)
Module 3: Response Strategies for Event Disruptions
- Effective communication during unexpected situations
- Coordinating with team members and other departments
- Handling guest inquiries and concerns promptly
- Managing stress and maintaining composure under pressure
Module 4: Quick Problem-Solving and Maintaining Service Standards
- Quick problem-solving techniques
- Ensuring guest satisfaction despite disruptions
- Maintaining high service standards
- Using available resources efficiently
Training Methodology
- Lectures and presentations
- Role-playing exercises
- Group discussions
- Case studies
- Q&A sessions
Evaluation
- Pre- and post-training assessments
- Participant feedback forms
- Trainer observation and evaluation
Note:
- The training can be customized to address specific needs and challenges of the UOA Hospitality group.
- Hands-on exercises and simulations can be incorporated to enhance practical skills.
- Continuous feedback and coaching can be provided to reinforce learning and improve performance.
By the end of this training, participants will be equipped with the necessary skills to effectively manage and respond to unexpected situations during events, ensuring guest satisfaction and maintaining high service standards.
PRICING:
RM 1,000.00 Per Person (HRD Corp Claimable Course) + 8% SST
Kindly scan or click on the link below for your
Learning Registration.
For any enquiries, please contact us at:
UOA Academy Sdn Bhd
UOA Corporate Tower, Lobby A, Avenue 10, The Vertical
Bangsar South City, No 8 Jalan Kerinchi
59200 Kuala Lumpur, Malaysia.
Tel: 6019 225 0942 / 6016 806 1760 / 6016 241 3517
Email: register@uoa-academy.com
Cancellation & Transfer
Please note that should this registration be cancelled fourteen (14) days before the day of the training, a 50% cancellation charge will be imposed. If cancellation is made seven (7) days before the training, full payment of the training will be levied. Please note that amendments can only be made to the above arrangement by giving a minimum of three (3) working days’ notice. Additionally, a 30% upfront payment is required via Human Resource Development Corporation (HRDC) or bank transfer.
Disclaimer: UOA Academy reserves the right to make changes to the venue, date, and speaker,
including cancellation of the workshop if warranted by circumstances beyond its control.
