SAVILLS PRIME SERVICE ACADEMY. SAVILLS PATHWAY Savills Prime Service Academy
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1 SAVILLS PRIME SERVICE ACADEMY SAVILLS PATHWAY Savills Prime Service Academy 1
2 DIRECTOR S FOREWORD As Property Managers we have the privileged position of shaping the first impression customers and visitors to managed properties form of your business. At the same time, you rely on us to give your staff a pleasing environment in which to work. Our industry is changing and more than ever, the service levels we are able to deliver have a significant impact on your decision to entrust management of your highly valued buildings to Savills. We hugely value the work that each member of the team performs, creating a professional, helpful and friendly environment. Ideas and innovation are at the forefront of our approach to Property Management and by working with, and encouraging the input of each individual and their front of house team, we constantly strive for ways to improve our approach, engage with those in the building, and become part of our community, sharing best practice Service Excellence ideas with our colleagues. 2 SAVILLS PATHWAY Savills Prime Service Academy Savills Prime Service Academy delivers first class learning and development, building on Service Excellence from foundation level to the identification and development of those who have the ability to lead great service Giving you peace of mind that your buildings are in safe hands. Nick Her ward Head of Savills Property Management
3 Excellence is not a destination, its a continuous journey that never ends... - Anonymous SAVILLS PATHWAY Savills Prime Service Academy 3
4 CONTENTS / course directory FOUNDATION LEVEL SERVICE EXCELLENCE I One team approach 6 I First impressions 6 I Communication 6 I My ideas, my community 6 I My plan, my commitment 6 BUILDING ON SERVICE EXCELLENCE I Conflict management - the art of service recovery 8 I Coaching service excellence 8 I Briefing teams 8 I Dynamic impressions 8 I Managing people 8 I Service excellence for ALL 8 I Developing your talent for recruiting and interviewing 8 LEADING EXCEPTIONAL SERVICE I Managing a team and facility 11 I Leadership programme 11 4 SAVILLS PATHWAY Savills Prime Service Academy
5 Our aim To be the number one property management agent. Our mission All of your customers are partners in your mission - Shep Hyken To deliver customer service that delights and exceeds all expectations of our customers. Drive, strive, achieve Our comprehensive range of courses cover all aspects of the front of house and are designed to help you develop your potential and realise your goals. We can support Personal Development Plans for you and your teams. Use the information provided on each course to better plan your career direction. Each level builds on the other to further your advancement. SAVILLS PATHWAY Savills Prime Service Academy 5
6 FOUNDATION LEVEL SERVICE EXCELLENCE A one day programme specifically designed to welcome you to the world of Savills. Providing you with the skills and knowledge to ensure we maintain our aim to be number one in service excellence in our sector, whilst ensuring we meet and exceed your expectations throughout your career journey. The day will include the following elements providing our teams with the key components for foundations of excellence. WELCOME TO THE WORLD OF SAVILLS. One team approach We are building a solid foundation. Our aim is to be number one in service excellence. We are proud to be Savills First impressions We understand the qualities, attitude and characteristics required to deliver service excellence, but what exactly does this look like? Communication Reception is the communication hub of the building. Quite often you will be the first point of contact for issues that are communicated verbally. My ideas, my community Each Location has a winning formula for the serviced property and its own identity. That s what makes Savills properties so successful and exciting to work in. My Plan and commitment An action plan for your journey through Savills. 6 SAVILLS PATHWAY Savills Prime Service Academy
7 SAVILLS our top 10 service habits NO. 1 IN SERVICE EXCELLENCE PASSION Deliver the service you would like to receive INNOVATION Have the COURAGE to PROPOSE & EXPERIMENT with new solutions EXCELLENCE continually challenge and develop Regularly GO ABOVE & BEYOND expectations TEAMWORK Take collective responsibility & treat everyone with dignity & respect TRUSTED PARTNER TRUSTED EFFECTIVELY PARTNER Own the NETWORK problem until you within find and the outside solution the business BE GENEROUS with your time in support of others LEADERSHIP Be a role model and look to the future Maintain INTENSE FOCUS on service excellence BUILD RELATIONSHIPS Effectively network within & outside the business SAVILLS PATHWAY Savills Prime Service Academy 7
8 BUILDING ON SERVICE EXCELLENCE A range of courses designed to equip you in developing your job role competencies. Specifically designed for candidates who have completed foundation level service excellence and understand the principles of The Savills Customer Excellence journey. Conflict management- the art of service recovery Differing beliefs, values, goals and life experiences all have the potential to contribute to misunderstandings. Learn how to identify risks and reach resolution respectfully with colleagues and clients. Customer challenges often present a fantastic opportunity to showcase how brilliant we can be. In this full-day workshop we will focus on listening skills and how to reach resolution, ensuring repeat business with customers. Coaching service excellence Ensure that team members are introduced to their departments properly and have the opportunity to put things into practice. Learn how to guide and support colleagues as part of a mentoring programme. Understand the different skills required to be a brilliant coach. Briefing teams From time to time you will have to stand up in front of a group of people and talk to them you probably have to brief your team. You might also need to brief other leaders or managers, or make short presentations to customers. Delivering successful presentations and briefings relies on your ability to achieve your purpose. You need to engage your audience and keep them interested. Dynamic impressions Our customers constantly judge us as employees, our environment, our location and our hospitality. There is no room for error, so you must get it right first time otherwise it could be the last time we see them. You will learn how to set the tone and captivate customers instantly. Managing people Becoming a manager is a fantastic opportunity. It gives you scope to influence other people - to draw the best out of them using your own best qualities, such as enthusiasm, vision and fairness, and to set an example and lead. You use and develop listening skills to build trust and pass on ownership; you learn to select an appropriate approach for each situation you face; and you draw out the best of yourself and make a difference to your team. Service excellence for ALL In a diverse society delivering a great service experience for ALL our customers Developing your talent for recruiting and interviewing Recruiting and interviewing individuals requires thoughtful planning, so that time can be used effectively. This course instructs you on the HR process and format to ensure consistency for selection and feedback purposes. Team players Encourage your team to fly, so it achieves far more than it ever could as a group of individuals. You will explore the Belbin model of behavioural strengths and weaknesses, highlighting business success and individual growth. Client and networking relationships Interaction with colleagues and customers is a constant in our working day. Learn about and explore the many different cultural habits we come into contact with across our UK network and globally; plus, how to welcome customers from other nations. 8 SAVILLS PATHWAY Savills Prime Service Academy Courses can be selected and combined to build a bespoke personal development plan to ensure we meet each individuals learning needs and aspirations
9 Define success? It s solving the clients problem even when it s not yours - Anonymous SAVILLS PATHWAY Savills Prime Service Academy 9
10 LEADING EXCEPTIONAL SERVICE Aspiring leaders are prepared to take on challenges and will learn and grow from the experience. Becoming a leader is a fantastic opportunity, giving you scope to influence other people. For all aspiring leaders Managing a team and facility Raising levels of motivation in your team can improve its overall performance. Motivation is an inner drive and many factors play a part in one s level of motivation. Our facilities require the very best of our attention, so colleagues must be ready to serve competently and consistently. Leadership programme Self-assessment MY GOALS This course focuses on you and your own development. It looks at your goals and aspirations; your strengths and areas to develop; the challenges and opportunities you face, and the options available to you; plus, what and how you can learn, and how to keep track of your progress. MY PROGRESS This course is about where and how you fit into our organisation s bigger picture. It looks at the priorities and challenges facing the business and how we seek to meet them. It also reviews our culture and how to work within it. ACTION PLAN Look ahead with the support of your business mentor and create a personal and professional development plan. Group work PROBLEM SOLVING You are in a fast-paced and dynamic environment and you re judged on the results in your team. This course gives you a planned and systematic process to help you get the results you need now and in the future. DECISION MAKING Explore the decision-making process and challenge your practice using other theories and models. PRESENTING WITH PASSION Managers are often required to deliver presentations. Important contracts can be won and customer and staff perceptions enhanced by a clear, informative and effective presentation. Getting it right matters. NEGOTIATE AND INFLUENCE CONFIDENTLY As a leader, you need to develop your ability to influence, persuade and negotiate so that you can solve problems, reach agreement, get the resources you need and deal with conflict. CHANGE MANAGEMENT We live in a turbulent environment where change is the norm and the future is difficult to predict. Minor changes (like software updates) and major upheavals (like mergers and restructuring) surround us. Being armed with an understanding of best practice will enable you to navigate your teams through changing times. Success ROLE MODEL LEADERSHIP You and your team are on the front line. You re at the boundary between Savills and our customers. You represent the organisation. What you say and how you say it affects whether a potential customer becomes an actual customer, and whether they remain a customer. PROJECT PRESENTATIONS Most team leaders/managers must undertake a specific project at some time in their careers. It may involve introducing a new process or method of working, investigating a problem, or devising a better procedure. Projects are often related to innovation or process improvement. AWARDS - Celebrate success - Certificate of completion 10 SAVILLS PATHWAY Savills Prime Service Academy
11 Nobody raves about average - Bill Quiseng SAVILLS PATHWAY Savills Prime Service Academy 11
12 SAVILLS PRIME SERVICE ACADEMY Savills Management Resources Belvedere, 12 Booth Street, Manchester, M2 4AW Please contact: Alison Tollerfield : +44 (0) Helen Farrington : +44 (0)
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