MILLER HOSPITALITY- Bespoke Hospitality TrainingProgrammes Finding the pressure of today's workplace and need to succeed is creating stress in your life? With this Stress Management course, we aim to help you to reduce the stress levels and readdress the work life balance needed to have both a happy work life and personal life. Most businesses fail to recognise the need for a work- life balance and the importance of stress busters for their employees. This course will look at some of the key reasons behind stress and recognised techniques to help reduce stress in your life. The course will include: • Defining stress and the key factors which cause it • How to spot symptoms of excessive stress in your life • How to overcome the negative aspects of stress. • Channelling stress in the workplace & turn it into a positive work aspect • Distinction between stress and lack of ability • Summary of best practice for reducing stress and readdressing your work- life balance How this programme will benefit you: • Reduced stress amongst your staff means fewer lost working days due to excess pressure. • Increased levels of work with better time management will improve your business financially as well as atmospherically. • Any lack of ability throughout your team will be highlighted sooner before undue stress sets in. Who should attend? All new or existing Managers & Supervisors who have to set goals for themselves or team members. All staff who may work alone but have deadlines to meet in keeping with company policy & have had a developmental need highlighted in their Appraisal. Duration 1 day Maximum per Group - 12pax Stress Management Techniques Management Training Howard Buildings, 26 Howard Street, Belfast, Co. Antrim, BT1 6PB T.+ 44 ( 0) 28 9024 5426E. info@ millerhospitality. comW. www. millerhospitality. com MILLER HOSPITALITY- Bespoke Hospitality TrainingProgrammes Do you ever find yourself with loads to do and just not enough time in the day to do it? Have you ever asked the question " Why have I not enough time to get everything completed?" In this course, we will analyse the common reasons behind this. We will look at industry- recognised techniques that an employee can use to ensure better time management. We will challenge the employee to look at the true reasons behind uncompleted work and analyse the best ways to manage their time. Again, a main aim is to make sure that a healthy work- life balance is maintained for the employees. The course will include: • What effective time management means and identify your own personal achievement criteria • Explore why time management issues arise • How to develop the mental discipline that allows you to focus on what needs to be done • How to plan and prioritise tasks in line with the achievement criteria • How to manage interruptions that " steal time" and management expectations without damaging relationships • How to develop strategies for delegating work within the team and creating a team environment How this programme will benefit you: • A healthy work- life balance for all staff • Goal setting will take priority for your organisation • Your staff will take time to set better goals in keeping with company policy. • Overall, there will be increased quality of work achieved in a day resulting in better profitability. Who should attend? All new or existing Supervisors & Managers with deadlines to meet for the organisation who have had a developmental need highlighted in their Appraisal. Duration 1 day Maximum per Group - 12pax Time Management Training Management Training Howard Buildings, 26 Howard Street, Belfast, Co. Antrim, BT1 6PB T.+ 44 ( 0) 28 9024 5426E. info@ millerhospitality. comW. www. millerhospitality. com 1718

MILLER HOSPITALITY- Bespoke Hospitality TrainingProgrammes If your business like so many others depends on repeat customers, then ensuring that your staff handle complaints efficiently & effectively will no doubt be paramount for your organisation. In this course, we will train your team to home in on complaints before your customer has to. They will look at how to acknowledge a complaint no matter how insignificant it might seem to them. Analysis of a complaint and making sure that the complaint is solved before your customers leave the venue is of utmost importance. It might be the difference between whether a customer chooses to return to your business or passes on their complaint to other potential customers. This course will include: • How to analyse & acknowledge complaints • How to resolve problems consistent with company policy • Recording of complaints • Doing follow- ups to ensure that your customers remain happy • How to create Win- Win situations so that your business does not lose out How this programme will benefit you: • Fewer complaints overall as staff begin to recognise how to avoid the mistakes which are the root of most complaints. • Happier customers as complaints which do arise are handled more efficiently. • No lost business as customers who leave happy are therefore confident to return in the future. • You will build a reputation for " going that extra mile" for your customers. Who should attend? All new or existing line staff and Supervisors who have had a developmental need highlighted in their Appraisal. Duration 1 day Maximum per Group - 16pax Complaint Handling Management Training Howard Buildings, 26 Howard Street, Belfast, Co. Antrim, BT1 6PB T.+ 44 ( 0) 28 9024 5426E. info@ millerhospitality. comW. www. millerhospitality. com MILLER HOSPITALITY- Bespoke Hospitality TrainingProgrammes All of us will have to deal with change at some point in our lives. The current business climate means that we have to manage it more swiftly than at any other time. This particular course will focus on guiding your organisation through change at any level whether it be in preparation for, or in the middle of current changes. It will show you how you can pass some of the responsibility of change onto your team whilst empowering them. It will identify the different types of change that can occur & help managers to deal with strong feelings of opposition & cynicism about change. It will look at the how change can create positive changes for all involved including your business as a whole. How this programme will benefit you: • Change in your business will be well received resulting in reduced unrest & staff turnover. • Your organisation will " weather the storm" of change more efficiently & therefore more profitably as it will be viewed as a positive rather than a negative. • Communication will improve at all times with the effect of greater trust amongst staff. • Your team will unite better during change with less emphasis on an " Us vs. Them" culture. Who should attend? All Managers & Supervisors who may have to manage change within their organisation. Duration 1 day Maximum per group - 10pax Change Management Management Training Howard Buildings, 26 Howard Street, Belfast, Co. Antrim, BT1 6PB T.+ 44 ( 0) 28 9024 5426E. info@ millerhospitality. comW. www. millerhospitality. com 1920