10THE CITY OF PLEASANT LIVING
To:
FROM:
DATE:
SUBJECT:
BACKGROUND:
CITY OF SOUTH MIAMI
OFFICE OF THE CITY MANAGER
INTER-OFFICE MEMORANDUM
The Honorable Mayor & Members of the City Commission
Steven Alexander, City Manager
Agenda Item NO.:j[) February 7,2017
A Resolution authorizing the City Manager to expend an amount not to exceed
$6,450 to Florida International University-Institute for Hospitality & Tourism
Education & Research for service excellence training.
The City of South Miami wishes to provide professional services to all its
residents and clients by creating and providing and on-going training program in
service excellence. This program will provide employees with the skills needed
to provide a professional interaction with the public to optimize outcomes and
customer satisfaction.
This training "Service Excellence & Managing Service Excellence" will be
delivered in a classroom environment and will provide participants with the
skills to deliver this training to fellow employees. This train the trainer course
will be provided in two different program settings. One is specifically geared
towards supervisors to provide guidelines and concepts on "Managing for
Service Excellence" and the other course "Face to Face-Service Excellence" is
designed for staff and maintaining a professional training program to adopt a
culture of service within the City.
The program covers up to 50 employees and provides training to all managers,
staff and line personnel from the varying City Departments. The Police
Department and Human Resources Division will be sharing the cost of this
training since it impacts all city employees.
Based Article III, Section 5H of the City Charter provides that all purchases in
excess of $5,000 shall be approved, after competitive conditions have been
maintained and competitive bids sought from at least three different sources of
supply if available, such determination to be made by the Commission. In
addition, this subsection of the charter provides for an exemption to the
required three bids for the purchase of expert services, which this qualifies, so
long as approved by the City Commission.
VENDOR &
PROPOSAL AMOUNT:
VENDORS AMOUNT
FLORIDA INTERNATIONAL UNIVERSITY-$6,450
INSTITUTE FOR HOSPITALITY & TOURISM
EDUCATION & RESEARCH
THE CITY OF PLEASANT LIVING
FUNO&
ACCOUNT:
ATTACHMENTS:
CITY OF SOUTH MIAMI
OFFICE OF THE CITY MANAGER
INTER-OFFICE MEMORANDUM
The total expenditure shall be divided to the Police Training & Education,
account number 001-1910-521-4080 and Human Resources Dvision Training,
account number 001-1330-513-4080.
Resolution with and without numbers
FlU Proposal
1 RESOLUTION NO.: _____ _
2
3 A Resolution authorizing the City Manager to expend an amount not to exceed $6,450 to
4 Florida International University-Institute for Hospitality & Tourism Education & Research
5 for service excellence training.
6
7 WHEREAS, the City of South Miami wishes to provide the best service to its residents and
8 clients; and
9
10 WHEREAS, Florida International University through its Institute for Hospitality & Tourism
11 Education provides training in service excellence; and
12
13 WHEREAS, the City desires to provide on-going training program by having staff and
14 support personal complete train the trainer in service excellence; and
15
16 WHEREAS, the City by providing this training to a majority of management personnel and
17 line personnel wishes to create an environment of service excellence to provide the best customer
18 service experience to its residents and clients; and
19
20 WHEREAS, by providing train the trainer to its employees wishes to leave a legacy of a
21 service first atmosphere; and
22
23 WHEREAS, Article III, Section 5, H of the City Charter provides that all purchases in excess of
24 $5,000 shall be approved after competitive conditions have been maintained and competitive bids
25 sought from at least three different sources of supply if available, such determination to be made
26 by the Commission. It also provides that this subsection does not apply to the purchase of expert
27 services that have been approved by the City Commission.
28
29 WHEREAS, the quote in the amount of $6,450 provided by Florida International University is
30 for a train the trainer in service excellence program; and
31
32 NOW, THEREFORE, BE IT RESOLVED BY THE MAYOR AND CITY COMMISSION OF THE CITY
33 OF SOUTH MIAMI, FLORIDA THAT:
34
35 Section 1: The City Manager is authorized to expend an amount not to exceed $6,450 to
36 Florida International University-Institute for Hospitality & Tourism Education & Research. This
37 expenditure will be divided and charged to account # 001-1910-521-4080 Police Training &
38 Education and # 001-1330-513-4080 Human Resources Training.
39
40 Section 2: If any section clause, sentence, or phrase of this resolution is for any reason held
41 invalid or unconstitutional by a court of competent jurisdiction, the holding shall not affect the
42 validity ofthe remaining portions ofthis resolution.
43
44 Section 3: This resolution shall become effective immediately upon adoption.
45
46
47
48
49 PASSED AND ADOPTED this day of ,2017.
50
51 ATTEST: APPROVED:
52
53
54 CITY CLERK MAYOR
55
56 READ AND APPROVED AS TO FORM COMMISSION VOTE:
57 LANGUAGE, LEGALITY AND EXECUTION Mayor Stoddard
58 THEREOF Vice Mayor Welsh
59 Commissioner Edmond
60 Commissioner Liebman
61 CITY ATTORNEY Commissioner Harris
62
Sout~iami
THE CITY Of PlEAS ..... NT LIVING
THE CITY Of PLEASANT LIVING
About Us -Florida International University
The Chaplin School of Hospitality & Tourism Management at Florida International University
(FlU) has maintained a consistent ranking as one of the top hospitality management schools in
the United States and has won international recognition. Each year, over 1500 undergraduate
and graduate students from every state in the United States and 70 countries choose FlU's
School of Hospitality and Tourism Management for its outstanding reputation, advantageous
locations, impressive faculty, rich curriculum, and fast-tr~ck career advantages in the
international hotel, foodservice and tourism industries/' .
As a division of the Chaplin School of Hospitality and Tourism M'anagement at FlU, The mission
of FlU's Institute for Hospitality & Tourism Educati~n ~~d Research (lHTER) at the Chaplin
School of Hospitality & Tourism Managementisto develop and deliver original and specialized
training and curriculum development that serv~siqdividual corporate and non-profit entities
looking to elevate the skill level of their tea.ms throughout the organization. Companies . '. \
choose the institute for its outstandingreputation; focus on customization, impressive
facilitators and trainers, diverse student body and industry experience.
IHTER's capabilities include original and specialized training and curriculum development that serves individual
corporate and non-Profit entities looking to elevate the skill level of their teams throughout the organization.
Institute for Hospitality & Tourism Education & Research
A division of Chaplin School of Hospitality and Tourism Management, Florida International University
Service Excellence &
Managing for Service Excellence
Face to Face & Train -the -Trainer Delivery
THE CITY OF PLEASANT LIVING
The unquestionable goal of the hospitality industry is to meet and exceed the customer's
expectations. The minimum standard requires everyone must be ready, willing and able to serve
the customer. Can we ensure that every customer is delighted by every contact? Is it even
possible to please every customer?
,
In providing the tools needed to deliver quality service with every interaction, trainees walk
away with the skills and ability to always be polite and t~ctful ... lobe a diplomat. A diplomat
uses clear communication, good manners and a pleas~ht personalityto create positive
experiences with everyone he or she meets. Trainees willl.~arn how to put themselves in the
customers' place in order to anticipate their ne~ds and resolve their problems.
The meaning and application of Service Excellence in a Police setting is decidedly different than
what one comes to expect in a traditional ho~pitaliti~etting. While the content of the course
will need to be adapted to a policing context, it is still important to understand the basic
principles that apply to all professional inte~action with the public to optimize outcomes as much
as is humanly possible.
TopiCS include:
• Understanding "customer" experienc~s and expectations, dealing with difficult situations
with tact and diplomacy
• Creating the building blocks for positive "customer" experiences.
• Anticipating "customer" needs and creating positive impressions
• Identifying opportunities
• Connecting and communicating effectively
• Consistently delivering the highest level of customer service
• Delivery and follow through
• Working as a team, superior performance standards, suggestive "selling" of ideas or
recommendations
Institute for Hospitality & Tourism Education & Research
A division of Chaplin School of Hospitality and Tourism Management, Florida International University
-
Service Excellence
Program Outline
• Introductions and Service Challenges
• Activity -Sharing Stories
• Presentation & Discussion:
• What is Service Excellence?
o The 3 B's
o Body Language
o Skills of a Diplomat
• Scenarios and What-If Questions
• Practice Your Diplomacy Skills
•
•
•
•
•
•
•
•
•
•
•
Leadership IManaging~or Service Excellence
Program Outline .
Service Leadership
Service Behaviors
High-Performing Teams·
Skills versus Motivation
Personal Assessment
Managing Performance
Skill Practice
Recognition
Coaching
Delegation
Preparing for Final Assessment
nlE CITY OF PLEASANT LIVING
These courses can include extensive skill practice and activities and offers a final
assessment option.
Institute for Hospitality & Tourism Education & Research
A division of Chaplin School of Hospitality and Tourism Management, Florida International University
THE CITY OF PLEASANT LIVING
This is a half day 4-hour program for Supervisors and above to explore the concepts and
strategies of managing the delivery of excellent service in all its forms and meeting standards
consistently. It is designed to be taught by an outside trainer, assisted by one or more on-site
training professionals.
Includes:
Customization @$175jhour
Estimated 4 hours of curriculum review, extraction &<~ssembly
4 Hour Session Delivery
Total
$700
$1950
$2650
Condensed 2 hour delivery of Service Excellence programming for public-facing staff that
delivers executable tools for day to day delivery of service in all of its forms. It is designed to be
taught by an outside trainer, assisted by o~e or more on-site training professionals.
Includes:
Customization @$175jhour
Estimated 4 hours of curriculum review, extraction & assembly
2 -2 to 4 Hour Sessions of 20-25 attendees each Delivery over two day period
Total
I '"l kiU'(" 1'1 i ( (" 1\:), iii,,\! ['rl",)'!('ri)"'I,<I' I'!!IU)::'"" i "1< III "'iI')I))I'I:I":',,(,(,1[); 1'11(')' (f.!.,:lr l "( i, 'q ( , \ f ( I 1 "I I I ~ ) I
$700
$3800
$4500
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(,IIJI',I(\)'!rIIIII!/'\:I(":(()'lrl,(JIIi J flll):\IJIII ( !~"IJY"II/ /1// '/ ,") ,
Institute for Hospitality & Tourism Education & Research
A division of Chaplin School of Hospitality and Tourism Management, Florida International University
-
THE (:ITY OF PLEASANT lIVIN('j
• Hospitality Skills -usually funded through a grant or a non-profit
•
•
•
• Skill development for unemployed and underemployed individuals
Courses include:
CPR Training
Banquet Setup training, FlU certificate and preparation for AHLEI
certification.
Restaurant Server training and prepar9t/on for AHLEI certification.
Customer Service Excellence training and FlU certificate.
Front Desk training and preparation for AHLEI certification.
Guest Room Attendant training and preparation for AHLEI certification.
Professional Knife Skills
Food Handler Certification (ServSafe)
Package Pricing for catalogue of IHTER training programs
Corporate Partnership program;-integration of training and University
resources -Career Services/Internships/Events, etc. with preferred pricing.
Thank You!
Olga Cormier
Associate Director
Business Development
ocormier@fiu.edu
305-919-4531
FlU
Institute for Hospitality
& Tourism Education
& Research
Institute for Hospitality & Tourism Education & Research
A division of Chaplin School of Hospitality and Tourism Management, Florida International University