Participants will be introduced to tools of “Power of Moments” and learn how to strive to improve the customers' experience. Powers of Moments" is based on the book of the same name by New York Times Bestseller Authors, Chip and Dan Heath. The framework includes 4 elements known as "EPIC": Moments of elevation - experiences that rise above the routine. Moments of pride- commemorate people’s achievements. Moments of insight -deliver realizations and transformations and Moments of connection - bonding.
Steven Tang, Adjunct Lecturer
Steven is a veteran in the hotel industry with over 30 years of experience in sales & revenue, hotel operations, project management and service quality. An MBA graduate from Nanyang Technological University with advanced hospitality management certificate from Cornell School of Hotel Management, Ithaca. His training courses focus on developing the potential of each individual; implementing coordinated internal control processes; beefing up customer satisfaction and driving the profitability of an organisation from a balanced scorecard approach.