Creating lasting learning Experiences IFH Development Programs
Take Advantage of one of the Largest Training and Consulting Companies in the Hospitality Industry! Our credo is “Actions speak louder than words” – both in terms of our company and our programs. We have plenty of good news for you:
In January 2014, IFH GmbH joined Performance Solutions, one of the world’s leading suppliers of customized training learning and development concepts, meaning you‘ll be able to benefit from a comprehensive network of solutions. So what does that mean exactly? As Inspirators For Hospitality, we work with Performance Solutions to develop unique customer experiences based on our bundled expertise and understanding of the hospitality industry. We offer our customers new methods and learning strategies for sharing knowledge, with a whole new level of customization and even longer-lasting effects. With concepts such as Reverse Thinking, the FISH! philosophy, and Emergenetics, our program content is even more tangible and interactive. Participants play a larger role in the learning journey, which allows them to more effectively internalize what they’ve learned and then immediately apply it to everyday life. Take advantage of this opportunity to advance your company – with our new programs and unique customer experiences. Learn more about our new options, methods, and development programs, and don’t hesitate to contact us if you have any questions. Yours Inspirators For Hospitality
Contents Our New IFH Learning and Development Philosophy The right learning strategy for immediate, long-lasting success
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An Overview of our Learning and Development Categories
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Achieving Success with Passion, Energy, and Fun We bring FISH! to your company
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Emergenetics: Revealing Preferences – Realizing Potential We reveal your preferences in our workshops - or we guide you to become an Emergenetics associate yourself
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A New Way of Thinking with Reverse Thinking For unforgettable experiences, loyal customers, and raving fans
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Training by Design – the Customized Training Course Our development course tailored to the needs of your company Learning and Development under Your Own Label – the IFH Academy Offer your employees a customized development program with your own branding
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Our IFH NewLearning and IFH Training Philosophy Development Philosophy The right learning strategy for immediate, long-lasting success We offer an interactive learning experience that makes our development courses even more effective in terms of results and success. All of our content is shared using an innovative didactic learning approach.
All of the participants take on an active role and are encouraged to draw their own conclusions, reflect on the issues, take part in the debate, and become creative. We also use visual tools to aid in teaching. That’s just one example of how we’ll be shaping our development courses in the future – with dialogue and active participation. The effect: participants are better able to retain what they’ve learned than through listening alone, and can put it directly into practice.
Reverse Thinking – this approach encourages participants to assume a different perspective and consider processes from the point of view of guests or customers. This method is unique in that it not only allows for a process to be newly structured, but also enables employees and teams to look forward to a new approach. Reverse Thinking promotes identification with your brand and your company. All our trainers have a strong theoretical and operational background in their area of expertise and know hands on how a hotel works. So you can rest assured that you’ll have access to well-founded, practice-oriented knowledge.
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An Overview of our Learning and Development Categories We focus on the core areas of expertise of the hospitality and service industry. We restructured them, so that the content is more specialized and can be shared more methodically. You’ll be pleasantly surprised!
INSPIRATIONAL HOSPITALITY BASICS
Business Development
All the skills required for direct contact with customers to ensure they’re not only satisfied, but also enthusiastic over the long term.
Acquiring new customers and promoting loyalty over the long term, looking after existing customers, and rewarding them for their loyalty.
How do I make customers happy? How do I approach complaints and different nationalities? These and many other questions have an impact on direct customer contact, for instance in hotel lobbies, restaurants, and when providing room service. In these seminars, newcomers and participants from other industries can learn everything they need to know about to turn satisfied customers into raving fans. Of course, professionals can also take the opportunity to brush up on the subject.
There are a lot of areas that can benefit from these programs, which cover the foundation in sales, customer support, and acquisition. Good customer relationships form the heart of this category. How do I address new customers, which questions should I ask, and how do I recognize and fulfill requirements? In short, how do I optimize the sales process, so that customers feel understood and at ease?
Revenue and Demand Management Optimizing prices, taking advantage of trends, and communicating via all sales channels.
How can prices influence supply and demand? This seminar series is all about optimizing revenue and budget planning. Participants learn about a variety of sales channels and how to use them in a targeted fashion. The discussion addresses a range of questions, such as: Is it possible to recognize trends and then exploit them? When is it necessary to take action early on to influence business?
MICE Creating the best customer relationships, so that it’s possible to act with greater purpose in the MICE segment.
MICE (meeting, incentives, conferences, events) is a complex field of work that goes far beyond the “standard room reservation.” Here, a good relationship with the customer based on trust plays an extremely important role. How do I strengthen this relationship and serve my customers in a targeted and requirements-oriented fashion?
Leadership Mastering management across all levels: managing yourself and your team and establishing, achieving, and expanding business aims.
Management positions are multifaceted. In these programs, participants learn how to effectively and efficiently manage their business, while getting to know themselves better and learning to build and manage their team.
Facilitation Skills Become a trainer with the FISH! training course or obtain an Emergenetics certificate through European licensee IFH.
Obtain certification and train to become a trainer. These seminars provide you with the knowledge to teach the FISH! or Emergenetics methods, meaning you can train individual people or teams yourself. IFH provides you with the materials you need for your training courses as well as the certificate.
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Achieving Success with Passion, Energy, and Fun We bring FISH! to your company The FISH! philosophy was developed in Seattle in the 80s. This practical approach was used to transform an unprofitable indoor market into a highenergy, flourishing market in no time at all.
Here you’ll see dealers creating a good atmosphere, and having a lot of fun at work. The fish market is now a world-famous tourist attraction – and FISH! a philosophy that has brought about positive changes for lot of companies. FISH! will show you how to make your workplace more fun, interesting, full of high-energy, and customer-oriented service. The four basic principles of FISH! are simple and straightforward: 1. Choose Your Attitude. 2. Be There. 3. Make Their Day. 4. Play.
When you take a closer look, you discover what you can achieve with this simple method: You offer exceptional services, making your cus-
tomers happy to come back.
You develop a corporate culture in which all of
your employees give their very best.
You promote energy, passion, and fun at the
workplace.
Your managers become role models who inspire
others by example.
You optimize teamwork and create a foundation
of trust.
Attend one of our FISH! programs and get to know FISH!, or become a certified FISH! facilitator through IFH. One of the key benefits of this method is that it’s suitable for individuals, teams, and departments.
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e l b i x e l F ical t y l a An ptual e c on C l a i c o S tured c u r t S
e v i s s e r xp rtive E se Emergenetics: s A e l b i Revealing Preferences – lex F Realizing Potential
We reveal your preferences in our workshops – or we guide you to become an Emergenetics associate yourself. Emergenetics is a method that reveals patterns in your thinking and behavior and promotes talents. This positive approach helps you to not only better understand yourself, but also others. The result is more effective communication and collaboration, which allows you to optimize your personal image as well as that of your entire company over the long term.
You get to know yourself and your talents better.
How does Emergenetics work? An Emergenetics profile is created for you based on psychological findings. There are three different attributes of behavior (expressiveness, assertiveness, flexibility) and four thinking preferences (analytical, conceptual, social, structured), according to which each participant can be categorized.
You understand how others see you and can use
This straightforward profile of you as an individual or of an entire team can be used to gain insight and experiences that are helpful in daily activities at work and promote an environment of mutual trust and appreciation. The benefits of the Emergenetics profile are not only an increased self-awareness, but also the opportunity to gain unbiased insights into the thinking and behaving of the people around us, that help each and every employee to develop personally and professionally.
You obtain insight into how different people
think and approach situations differently. That simplifies and improves communication and collaboration.
You discover what drives and motivates you
professionally.
this to your advantage.
You recognize your management style in general
and in reference to your employees.
The result of an Emergenetics training course is satisfied employees who are aware of their own behavior pattern and way of thinking as well as those of their colleagues, and can apply this knowledge at the company in a proactive way. Emergenetics International has been a successful method for individuals, teams, and entire compa nies around the world since 1991. Get to know Emergenetics in our training courses. Or become a certified Emergenetics trainer through IFH.
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For unforgettable experiences, loyal customers, and raving fans
A New Way of Thinking with Reverse Thinking
Reverse Thinking & Engineering
Reverse Thinking is the best method for making a change at your company. There’s usually a gap between the brand promise and reality. We show you how to close this gap and ensure that your team and your guests have exceptional experiences. Why? Because delighting experiences are the biggest contributors to loyalty.
A real fan of your company will come back time and time again, recommend you to others, and even defend you against criticism. Just like a loyal employee. If you have real fans, you’ve achieved your goal. And the method? As the name suggests, Reverse
Thinking is about assuming a new perspective and thinking about an issue or process, beginning at the desired experience and working your way back. Companies usually begin by thinking about a product, then form a team, and finally develop the work process. We approach the whole process the other way around: We define the desired guest or customer experience.
What kind of team behavior contributes to this experience? What kind of working environment is the most appropriate for achieving this objective and what role does the management play?
Only then do we take a look at the process. The company logistics that support the manage ment and, of course, contribute to customer satisfaction.
Finally, we take a closer look at the portfolio, the products, and the service. After all, the environment also plays a role in the well-being of the customer. Reverse Thinking has tremendous power, eliminates old thinking patterns, and leads to new insights. We proactively address the seminar content together, taking the individual strengths and weaknesses of your company into account. At the end, we establish milestones that will be important in the future. You can rest assured that you or your employees will be inspired and return to work with new ideas. IFH also offers you customized company consulting based on the program results and defined milestones. You will then have a comprehensive, straightforward plan that allows you to become even more successful in the future.
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Now with even more customized content
Training by Design – the Customized Training Course Tailored program course content for your company, optimally designed to meet your specific requirements. Exemplary interaction with the customer is good, but much too general. Take advantage of a targeted development solution for your employees, with content that you help to select.
Talk to us about your unique, internal challenges, requirements, and aims. We’ll then develop a c oncept tailored to your company requirements based on Reverse Thinking. Our experienced trainers lead your exclusive, internal events at your premises. You can rest assured that the course will be fun and generate a desire to try things out. Practical exercises give the participants a sense of confidence, making it possible to immediately implement what they’ve learned interactively.
An overview of your benefits: The training courses can be offered at
your company.
You save time and avoid travel costs. Training by Design is fi nancially
attractive for four or more p articipants.
Workshops and development c ourses can
be combined.
We share the knowledge of e xperienced
experts
Training at the workplace.
Learning and Development under Your Own Label – the IFH Academy Offer your employees our programs with a range of courses that are tailored to the requirements of your company and feature your own corporate identity.
Now you have the opportunity to offer a tailored IFH development concept with your own label, meaning a service provided by your company.
The IFH Academy offers you a training concept that meets the specific requirements of your company. Is there a gap between the brand promise and reality? How can we bridge the gap and thus generate positive experiences and enthusiastic fans of your company?
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impactful learning solutions • quality performance benchmarking
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Have we piqued your interest?
You can register yourself or your employees now for a training course or ask us any questions you may have about our range of courses and individual solutions. Feel free to get in touch any time. Simply contact us at: IFH in Germany Main Airport Center Unterschweinstiege 2–14 60549 Frankfurt am Main Tel. +49-69-9591-3939 info@ifh-worldwide.com
IFH in Singapore Tel. +65 / 64 38 40 55 singapore@ifh-worldwide.com
IFH in Dubai Tel. +971/4/36 88 584 dubai@ifh-worldwide.com
IFH in USA Tel. +1/404 / 42 84 891 america@ifh-worldwide.com
IFH in India Tel. +91/22/24 16 11 70 india@ifh-worldwide.com
www.ifh-worldwide.com
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