"Disney's Approach to Quality Service" will be one of the six in-depth modules of the 2011 Hong Kong PolyU Winter School offered by the SHTM from 28 to 29 January. Co-organised by the SHTM and the Hong Kong Hotels Association, and sponsored by the PATA Foundation, the Royal Garden and the Institute of Hospitality, this particular module will be held at the Hong Kong Disneyland^® Resort.

Participants will examine the proven model for delivering world-class guest service and discover how attention to detail creates a consistent, successful environment for both employees and customers. Participants will learn how to:

• Develop an organisational culture that supports the consistent delivery of quality service;
• Evaluate the Disney approach and tailor it to the business;
• Design quality service standards and processes to raise the level of customer satisfaction;
• Create metrics to gauge the needs, perceptions and expectations of customers;
• Enable employees, settings and processes to convey the quality service commitment; and
• Implement a strategic plan for monitoring the delivery of seamless customer experiences.

This fully immersive course prepares managers in hotel, retail, entertainment, food service, hospital, property management and other hospitality businesses to make strategic contributions to their organisations. Featuring visits to frontline and behind-the scenes locations, the two-day module will be an engaging and comprehensive exploration of Disney's unique approach to quality service.

To find out more about the programme or register, please visit www.polyu.edu.hk/htm/edp/hkws2011. For enquiries, please contact Ms Flora Ng (tel) +852 3400-2635 (fax) +852 2356-1390 (email) hmfn@polyu.edu.hk.