AGAT hospitality education

agat.company; +77773336888, +77015536208

Masters of international business in hospitality and tourism (Cesar Ritz colleges, Switzerland) Kazakhstan President’s Bolashak scholarship fellows Certified professional coaches and business-trainers (International Coaches Union) Hospitality specialists with international experience

Alua Akhmetova

Tomiris Mussayeva

a.g.a.t.

Our mission

To help businesses turn customer focused service into competitive advantage and inseparable part of success.

Our approach:

8 key criteria to develop customer oriented organization: 1. Smart leadership 2. The degree of employee involvement into client service 3. Teamwork 4. Immediate reaction on customer needs 5. Customer experience 6. Innovations 7. Change management 8. Organizational structure

• Deep understanding of customer needs; • Effective customer satisfaction; • Obtaining additional profit by virtue of mentioned above.

Stage 1:

Aiming to determine: 1. Mission – what and how they do; 2. Values – what are they guided by; 3. Aims and purposes – what to achieve and where to go.

Coaching sessions with leadership/management team:

Then: 1. Identifying problem areas; 2. Defining points of growth; 3. Developing personal leadership and management skills.

Stage 2:

Customer service and Internal service quality audit: Based on Service Profit Chain

Stage 3:

Customer satisfaction analysis NPS index Net Promoter Score: Select the group of dissatisfied and satisfied customers, determine their balance, as well as to determine how much they are willing to recommend the company.

Stage 4:

“Mystery guest” research The main purpose of this study is an independent assessment of the consumer service in the process of acquiring goods or services for the solution of various organizational tasks.

Stage 5 – employee training:

Main topics:

More information: agat.company

Stages of training process:

• Research to identify areas of development prior to trainings; • Elaboration of training programs; • Harmonization of training programs with the client’s needs; • Trainings; • Provision of an interim report; • Support after trainings – helping with change management; • Providing a final report on the results of training.

Training format: 30% theory, 70% practice. Mini-lections, discussions, cases, games, exercises, facilitations and coaching tools.

Post-training stage:

• Post-trainings - an indispensable teaching tool to consolidate the knowledge obtained during the training and to correct model of behavior. It is proved that any skills without reinforcements are always quickly forgotten. It is therefore advisable to take active steps to consolidate and develop the skills mastered by employees during basic training.

Post-training format: Facilitation meetings, individual coaching sessions with managers, feedback review etc.

Our clients:

"You don't earn loyalty in a day. You earn loyalty day-by-day." Jeffrey Gitomer, Author and Professional Speaker

Caring of you,

a.g.a.t. hospitality. education.