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Forbes Travel Guide Service Excellence , Spa

Forbes Travel Guide - Spa

Members Joined: 8 Members Joined
Total Views: 405 People Visited
Duration: 04:30 hours
Free

The Forbes Travel Guide Spa is part of the Forbes Travel Guide Service Excellence training programme developed by MHRA and Forbes Travel Guide. It consists of three courses.

The Forbes Travel Guide Service Excellence on-line training programme targets anyone involved in hospitality service from all departments (concierge, front-office, spa, housekeeping, bar and lounge, pool and beach and restaurants) including front-line staff and managers.  This programme reviews foundational standards of exceptional service with the aim to establish trust and put guests at ease especially in these particular circumstances caused by the COVID 19 pandemic. Accordingly, the programme is designed to solidify the skills that are essential to creating consistent and intuitive service. Our certified trainers are highly experienced service professionals who offer extensive knowledge of best practices defined by Forbes Travel Guide and gathered from their experiences training in hospitality worldwide.  Amongst other matters during these sessions new service practices will be discussed, including communicating effectively while wearing a mask and making guests more comfortable with procedures such as temperature checks.

  • Spa - Reservations
    Duration
    • Spa – Reservations
      01:00 hour(s)
    • Quiz 1
      00:30 hour(s)
  • Spa - Reception and Attendants
    Duration
    • Spa – Reception & Attendants
      01:00 hour(s)
    • Quiz 2
      00:30 hour(s)
  • Spa - Therapists and Estheticians
    Duration
    • Spa – Therapists Estheticians
      01:00 hour(s)
    • Quiz 3
      00:30 hour(s)
Angelina Phua
Angelina Phua
Director, Learning & Development, Asia Pacific - Forbes Travel Guide
Angelina Phua has a strong foundation in hotel operations and rich on-property experience across a range of full-service and luxury brands, including Swissôtel, Marriott, Sheraton and St. Regis. Having worked in hotels since the early 2000s, her expertise spans a multitude of departments, including food and beverage, rooms division, conference services and sales, and marketing. Phua earned an MBA in International Hospitality Management at ESSEC Business School in Paris through a partnership with Cornell University, and has studied extensively in the field of hospitality in Switzerland and Singapore. After working at several Starwood and Marriott properties in both Singapore and the United States, Phua joined Hotel IQ in 2011 as a consultant guiding hotel management teams to improve their services and meet brand requirements. This opportunity provided her insight into the brand management of many astute companies such as Swissôtel Hotels and Resorts and Hyatt International. As a consultant for LRA Worldwide, Phua helped hotel brands build strong reputations. She led a variety of client programs including training, staffing, evaluations, assessments and incentive programs. Many times over, Phua was recognized for her accomplishments and outstanding contributions by both the company and clients alike. Later, as operations manager for the Asia Pacific region, Phua developed QA programs for highly esteemed hotel brands, including Starwood, Banyan Tree Hotels and Resorts, Accor Hotels, Preferred Hotel and Resorts, Worldhotels and Wyndham Hotels and Resorts. Now as a member of the Forbes Travel Guide training team, Phua is highly-focused and experienced in the gaming and integrated resort industry in Macau and Manila. She has designed numerous training programs, uniquely customized to the needs of each individual property -- from pre-opening to mature teams that have a vast difference in property size and staff strength. Phua is greatly recognized in the industry for her contribution in assisting teams to learn and rediscover their roles in the hospitality industry. She is fluent in Mandarin and English.
Melanie Whitaker
Melanie Whitaker
Executive Trainer - Forbes Travel Guide
Melanie Whitaker has a gift for developing hotel brand ambassadors that deliver outstanding personal service. Before joining Forbes Travel Guide in 2015, Whitaker spent more than 10 years at Starwood Hotels and Dorchester Collection in the United States and Europe. Over this time, she became professionally versed in implementing new learning initiatives and unfolding top-notch frontline staff capabilities. Most recently, Whitaker served as the Director of Learning and Development for Dorchester Collection’s hotels in Los Angeles and Beverly Hills. Following graduation from Appalachian State University with a major in hospitality and tourism management, Whitaker began her career in the rooms division of a Four- Star resort hotel in North Carolina. A few years later, she combined her enthusiasm for hospitality with her love of travel and moved to London to work at Starwood Hotels, where she gained invaluable experience and fine-tuned her skills. Her interest in developing others was apparent from the beginning of her career, and Whitaker began to pursue this passion in London, transitioning into learning and development full time. During her tenure with Dorchester Collection in Europe, Whitaker led the Learning and Development team that opened 45 Park Lane in London and Coworth Park in Ascot. In her role as Director, she successfully created an induction process and wrote leadership development courses that were launched at all hotels within this luxury collection. When Forbes Travel Guide expanded into Europe, Whitaker helped The Dorchester and 45 Park Lane achieve Five-Star status, and Coworth Park earn an Editors’ Pick. Now as an Executive Trainer, Whitaker brings proven expertise in shaping diverse talent to the table, with notable proficiencies in integrating new skills and behaviors, building team cohesion and cultivating the drive for high levels of performance. In addition to her degree and extensive knowledge of the luxury hospitality industry, she holds certifications as a Myers-Briggs and FIRO-B practitioner and is also a trained Gallup Strengthsfinder coach.