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Improving Your Business

The Puerto Rico Tourism Company offers a variety of courses for endorsed businesses through its Touristic Quality and Educational Affairs Division. These cover a wide range of topics such as quality of service, quality standards, hospitality, and emotional intelligence, among others. The workshops and conferences are free of cost and are designed to raise the service and quality standards in tourism businesses. For additional information, contact Marilí Rosario at marili.rosario@tourism.pr.gov or call 787-721-2400 x. 2089 / 2418

Workshops


MY PROMISES WITH QUALITY SERVICE

Recognizes the efforts that each professional needs to realize in order to comply and exceed our visitors' expectations. Through questions and exercises we present the following topics are:
  • Define Quality Service and recognize its value in our daily activities
  • Identify some of the effective business communication skills and techniques.
  • Handle customer service and situations to promote and improve customer satisfaction..
Duration: Four (4) hours.
Audience: All personnel.
Participants: Ten to twenty (10 to 20) participants.
Requirements: Room with A/C, chairs and tables set up in a “U” shape, 2 coffee breaks (a.m. and p.m.).
TRAIN THE TRAINER

We will provide the techniques for managers to train their staff and improve their overall performance. It will help achieve standards of performance and it will make the manager's job much easier. Useful tools will be explained and practiced through a structured presentation, such as: a Training Session, Reinforcement Coaching and Corrective Coaching. Once completed the course, each participant will have the opportunity to present a training session in his work area.
Duration: 2.5 days
Audience: Management employees with supervising duties.
Participants: Minimum of five (5) to a maximum of eight (8) participants.
Requirements: Room with A/C, chairs and tables set up in a “U” shape, 2 coffee breaks. * White wall or screen for projection.
TODAY IS THE DAY TO DO IT BETTER!

Aimed at the diffusion of knowledge, exaltation of values, and changes in attitudes that manifest in a better understanding of the tourist activity. Learning is enhanced by group exercises, practice and presentations. At the end of the seminar the participants will:
  • Get acquainted with some of the techniques that promote hospitality.
  • Identify how to optimize our image as service providers.
  • Implement practices that improve customer experience.
Duration:  Four (4) hours.
Audience: All personnel.
Participants: Ten to twenty (10 to 20) participants.
Requirements: Room with A/C, chairs and tables set up in a “U” shape, 1 coffee breaks.
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SEQUENCE OF TABLE SERVICE

This is a great way to refresh your hospitality standards and ensure customer satisfaction for the department. We work together with the manager of the department, to analyze and personalize the sequence of duties according to your needs. Not only are your standards thoroughly discussed, but we also provide the opportunity for each participant to practice the sequence of service.

Duration: Six (6) hours.
Audience: All waiters.
Participants: Minimum of four (4) to a maximum of eight (8) participants.
Requirements: Room with A/C, chairs and tables set up in a “U” shape, 2 coffee breaks (a.m. and p.m.).  * White wall or screen for projection.
SEQUENCE OF SERVICE: HOUSEKEEPING

This is a great way to refresh your hospitality standards and ensure customer satisfaction for the department. We work together with the manager of the department, to analyze and personalize the sequence of duties according to your needs. Not only are your standards thoroughly discussed, but we also provide the opportunity for each participant to practice the sequence of service.

Duration: Six (6) hours.
Audience: All housekeepers.
Participants: Minimum of four (4) to a maximum of eight (8) participants.
Requirements: Room with A/C, chairs and tables set up in a “U” shape, 2 coffee breaks. * White wall or screen for projection.
SEQUENCE OF SERVICE: FRONT DESK

This is a great way to refresh your hospitality standards and ensure customer satisfaction for the department. We work together with the manager of the department, to analyze and personalize the sequence of duties according to your needs. Not only are your standards thoroughly discussed, but we also provide the opportunity for each participant to practice the sequence of service.

Duration: Six (6) hours.
Audience: All employees working in the hotel lobby area.
Participants: Minimum of four (4) to a maximum of eight (8) participants.
Requirements: Room with A/C, chairs and tables set up in a “U” shape, 2 coffee breaks (a.m. and p.m.).  * White wall or screen for projection.
PROFESSIONAL TELEPHONE ETIQUETTE AND APPROPIATE USE OF BUSINESS EMAIL

Identifies and reviews correct phone etiquette procedures and equips participants with the skills necessary for creating and managing business e-correspondence. Through these key customer service tools, you be able to enhance the professional image of your business.


Duration: Four (4) hours.
Audience: All employees.
Participants: Ten (10) participantsto a maximum of twenty (20) participants.
Requirements: Room with A/C, chairs and tables set up in a “U” shape, 2 coffee breaks. * White wall or screen for projection.
SEQUENCE OF SERVICE: BAGGAGE PORTERS

This workshop identifies, reviews, and reinforces hospitality, privacy, security, and hygiene standards key for maintaining a professional image in this area. Includes an analysis of how to offer personalized, distinguished, thorough, and respectful service as well as stresses the importance of proper conversation topics and having useful information on-hand for guests.

Duration: Four (4) hours.
Audience: All hotel baggage porters.
Participants: Minimum of four (4) to a maximum of (8) participants.
Requirements: Room with A/C, chairs, coffee break.  * White wall or screen for projection.

CONFERENCE: TOURISM TO EXPLORE

Defines what a tourist represents, presents places to explore in Puerto Rico, discusses the "role" of our children as hosts and ambassadors of Puerto Rico and the importance of knowing, preserving and promoting the attractions of our island.

Duration: Four (4) hours.
Audience: Children
Amount: Minimum of twenty (20) to a maximum of fifty (50) participants.
Requirements: Room with A/C, chairs, snacks. * White wall or screen for projection.
CONFERENCE: TOURISM AND PROFESSIONS IN TOURISM

Presents the "role" of the Tourism Company and the benefit towards our economy and quality of life . It sets the importance of being prepared in the hospitality industry and presents opportunities for study and employment in the various sectors of tourism. In turn, it incorporates how to make a good impression in a job interview.

Duration: Four (4) hours.
Audience: Students
Amount: Minimum of twenty (20) to a maximum of fifty (50) participants.
Requirements: Room with A/C, chairs, snacks. * White wall or screen for projection.
WORKSHOP: EMOTIONAL INTELLIGENCE

Understand feelings, talking about them and handling them in an assertive way, are some of the biggest challenges of mankind. Identify effective ways to develop emotional maturity needed to work in customer service.

Duration: Four (4) hours.
Audience: All personnel.
Amount: Minimum of twenty (20) to a maximum of fifty (50) participants.
Requirements: Room with A/C, chairs, coffee break. * White wall or screen for projection.
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Who can apply?


  • Hostelries
  • Transportation and Tour Businesses
  • Restaurants
  • Municipalities
  • Hospitals
  • Universities
  • Schools
  • Private Sector