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HSMAI free digital training sessions to prepare for Post Corona, engaging members at this difficult time

The Corona crisis temporarily stops us in our tracks with events and business levels that we cannot control. This can be devastating for our teams’ and our own morale and focus.

HSMAI wants to be there for you as individuals and for your company at this testing time. To help you prepare constructively for the future. To be ready and stronger for the post-Corona recovery period. To help you keep yourself and valued colleagues motivated, with a positive focus at no cost today.

HSMAI will share with its members, for free, from its recently developed ’Excelling at Customer Centricity (ECC)’ programme, in five sessions from 5th May to June 2nd 2020. The tools and processes shared will give you and colleagues the opportunity to:

  • Hone your leadership and management competencies and how to practise them (e.g. in stakeholder communications, employee engagement and service measurements)
  • Revisit what creates seamless service strategies and ‘Instagrammable’ customer experiences
  • Identify actions to reduce margins for errors, increase average spend and improve online ratings

The training sessions of the ECC programme are there to support you, at this present time, to focus on preparing yourselves and your organisations for Post Corona rather than despairing today.

There will be pre work before they start the trainings and also in between the weekly trainings.  The sessions will be interactive and participants will be able to ask questions. There will be activities on the screen, polls, whiteboards and people will be asked to put their videos on.

There will be a follow up day (online or face to face) in the autumn to complete the ECC’ certificate for your own professional development portfolio. This optional choice will be at a cost.

If you and your team, then decide that you want to implement the full ECC programme in your organisation, you, a team member (or team) with competencies and interest in team facilitation, working across departments and stakeholder engagement strategies have the option to join the full Certified Executive Coach programme available. This optional choice will be at a cost.

“Customer Centricity is even more important in times of crisis when the emotional connection with our customers will become a primary decision point.  This highly interactive online programme will help you lead your teams towards success during recovery. You will get access to tools, concepts and best practices that you will be able to use right away to engage your teams and customers”.

Gil Mulders, Founder, The Talent Network, Former Head of Learning Europe at IHG – InterContinental Hotels Group and Chair of the HSMAI Region Europe People & Culture Advisory Board

Gil Mulders will be the facilitator for the digital training sessions

Meeting dates and topics:

Tuesday 5th of May at 3pm CET and it will last about one hour

– Introduction to the ECC Programme 

  • What’s the programme – role of the Executive Coach and expectations.
  • Why Customer Centricity

Tuesday 12th of May 3pm CET and it will last about one hour

– Stakeholder Management & Designing Instagrammable Experience

  • How to prioritize & manage stakeholders interest
  • How to prepare to excel at designing key experience

Tuesday 19th of May 3pm CET and it will last about one hour

– Measurement & Culture 

  • How we measure progress
  • How we prepare to excel at creating a supportive culture 

Tuesday 26th of May 3pm CET and it will last about one hour

– Communication & Service Recovery 

  • How do we excel at communication 
  • How do we excel at service recovery 

Tuesday 2nd of June 3pm CET and it will last about one hour

– Next Steps & Facilitation Techniques


“Motivating staff during 2020 will be important and hard work because at the end of the tunnel, you will need them even more than before to convince guests to return.It is an excellent, although unwished for, opportunity to encourage additional personal self development. The key will positive, constructive, low cost activities that have a positive impact on staff morale, team spirit and competencies.  To get the team to cope well with this scary period of uncertainty and change, keeping the organisation stable and ready for a return of business. The HSMAI training sessions are such an opportunity”

Mia Touzin Leffler, Education Adviser HSMAI Region Europe

Are you interested in joining? Please fill out the form below and we will contact you shortly.

All the best and Warm Regards,


Ingunn Hofseth
President & CEO
HSMAI Region Europe Ltd.

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