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WELCOME TO OUR CORPORATE TRAINING PAGE ici-ICARE

OUR APPROACH

FORWARD THINKING

Inspired by more than 35 years of experience in training and customer service

in the Luxury segment, the training offered by ICI-ICARE is both close to the operational reality which companies face, whilst remaining progressive at the same time. According to us, in our role as consultants and trainers, we must ensure that what we are doing remains relevant in today’s ever changing, fast moving environment and at the same time perpetuate a sense of history which is firmly anchored within our culture.

TRADITIONAL AND MODERN

This is why our training team has been selected so as to provide traditional training programs based on industry standards as well as signature programs based on a more modern approach. Our programs take into account some of the more contemporary issues such as the management of the generation Y or Z through, increasing levels of autonomy and empowerment and a more participative approach to management through for example, Brain Storming.

STRATEGIC AND APPLIED

Our training programs create value through a new approach which nevertheless keeps the client at the very centre of our preoccupations. Our CARE program offers the opportunity to our clients to put in place a strategy which perpetuates high levels of employee and managerial engagement through a collaborative approach, whilst ensuring that we remain focused on improving the guest experience and customer loyalty.

TRAINING METHODS

Different approaches to training tailored to your company’s needs

Traditional Classroom Approach

• Training of all of the participants within the training scope / remit
• Groups of between 6 to 10 participants
• Keynote handbooks containing key points and learning’s for each training distributed to all participants
• Prices are based on the total number of days of training
• Learning and acquisition through highly interactive and participative methods
• Highly experiential and designed to stimulate the participation and concentration of participants
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Traditional Classroom Approach

Formation Train the Trainer

• We train the « trainers » that you have selected amongst your employees
• The participants receive Keynote handbooks from both the participants and the trainer’s point of view. This allows for a clearer understanding of how to plan and deliver training within the company in the future
• Groups of between 1 to 8 participants
• This training is designed so as to incite future trainings which are both lively and to the point
• There is an evaluation at the end of the training certifying the participant to animate the train the trainer modules
• Prices are based on both the number of days training as well as time used in the conception of the program. The program scope is also taken into account.

Train the Trainer

Video

• Our training videos can be related to the content of traditional training or delivered independently
• They target the key points and learning in a way that captures the attention of your team members
• Allows for the fluid transmission of information
• Pricing is related to the content asked for and per video
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Video

Certification

• Sharing our knowledge and know how on the international stage is an integral part of what we do
• We offer the possibility to our future partners, whether they be Universities, schools or companies to use our owned content in order to train in areas with which may or may not yet be familiar
• In the majority of cases this type of certification is accompanied by Train the Trainer training so as to allow those that are cascading the content to be expert both on the content to be delivered and the training methods used
• Over and above our owned content we can also assist with the conception of tailor made programs
•  

Certification

THE TRAINING TEAM

Robertson Stewart, Associate

Robertson Stewart, Associate

Nicolas Donnève, Associate

Nicolas Donnève, Associate

Stéphanie Bronner, Director of Studies

Stéphanie Bronner, Director of Studies

SB, Trainer ICI-ICARE

SB, Trainer ICI-ICARE

AV, Trainer ICI-ICARE

AV, Trainer ICI-ICARE

CC, Trainer ICI-ICARE

CC, Trainer ICI-ICARE

FG, Trainer ICI-ICARE

FG, Trainer ICI-ICARE

FB, Trainer ICI-Icare

FB, Trainer ICI-Icare

FD, Trainer ICI-Icare

FD, Trainer ICI-Icare

OUR MODULES

Housekeeping

Reception & Reservation​

Restaurant product & services

Concierge services

Housekeeping

Housekeeping: a fundamental department

Duration 7h

Communication and interaction with the guests for housekeepers

Duration 7h

Hygiene regulations and standards (rooms and public areas)

Duration 14h

Housekeeping & Environnement

Duration 3,5h

Optimisation and management of stocks and consumables

Duration 7h

Optimisation of planning and rotas

Duration 3,5h

Financial Management for Housekeeping

Duration 7h

Housekeeping Specific issues and their management

Duration 10,5h

Specific Client Management (VIPs, International, Reduced Mobility)

Duration 14h

Room Checking

Duration 7h

English for Housekeeping Staff

Duration 7h

Reception & Reservations

How to anticipate and manage sensitive situations

Duration 14h

Welcoming the guest

Duration 7h

Personalization of the check in experience (including delocalized)

Duration 7h

Up selling and cross selling with elegance

Duration 10,5h

Telephone etiquette (adding value to the client experience)

Duration 7h

The reservation process (selling the dream)

Duration 7h

The written response

Duration 7h

Treating client requests by mail or face to face

Duration 7h

Expertise on your neighbourhood and local services & entertainment (anticipation of guest needs)

Duration 7h

English for reservations and reception staff

Duration 7h

Restaurant Product & Services

Service for Luxury Restaurants

Duration 10,5h

The Art of entertaining (L’Art de la table)

Duration 7h

Up selling and the importance of re-service

Duration 7h

Added value service (Flambage, découpe, etc.)

Duration 7h

Room service: standards & signature

Duration 10,5h

Hygiene and Security

Duration 14h

Culinary & Gastronomic history, the new tendencies, Chefs in vogue

Duration 14h

Management as applied and specific to restaurants

Duration 10,5h

English for restaurant staff

Duration 7h

Concierge service

The written response (and its importance)

Duration 7h

Treating client requests by mail or face to face

Duration 7h

Expertise on your neighbourhood and local services & entertainment (anticipation of guest needs)

Duration 7h

Treasury Management for the Concierge service

Duration 7h

Generic Modules

Client experience

Culture

Conversational

Other

Client Experience

The elements of the customer experience: emotional content, personalisation, surprise & delight, the scenario (rhythm and intensity)

Duration 10,5h

The creation of the client experience: Learning about how to use and apply our tools – stimulating the creation of the client experience with your teams.

Duration 14h

The excellence of Service: going beyond the brand promise

Duration 14h

The client experience and employee empowerment

When you involve your employees in the creation of the client experience you open up the possibility of receiving numerous ideas and propositions which often add value for your clients, coming as they do from those in direct contact with them every day.

You can then decide in accordance with your own strategic goals and vision how best to filter these ideas in order to align yourself and your organisation with the ever changing needs and wants of your clients.

This is a very contemporary way of using the tools we have at our disposal. At a time when employees are asking for more autonomy and want to be more directly involved with their company’s performance, our method gives them the opportunity to be more creative by proposing solutions based on their experience and ready to put in place.

For you it’s also a way to identify new talents within your company, but instead of being based on technical or financial performance it’s based on the experience of your employees, an indicator which is forever increasing in value.

Our tools have been designed so as to accompany a participative strategy which reinforces employee engagement, not only with the company strategy, but also with the company itself.

Culture

Culture and civilisations: The comprehension of history and the respect of the customs and practices of different religions and international clients (Asia, Middle East, Latin America, Moslem, Jewish)

Duration 28h

Luxury culture: To understand and be able to talk about Luxury Brands.

Duration 35h

General culture: Learning about culture which is pertinent for our clients (Opera, Ballet, Cinema, Theatre, Painitng, Sculpture, Architecture)

Duration 49h

Conversational

Oral Expression –Facility, Ryhtym, Tone of voice, positioning the body

Duration 28h

How to improvise

Duration 28h

Body Language – How to read and gain expertise in non verbal communication

Duration 21h

How to obtain an agreement (getting to yes) for commercial and non commercial in the hotel and restaurant sector

Duration 18h

Sales training and negotiation skills in the deluxe industry (story telling, key selling points, etc.): how to get the clients attention and engagement through emotional content

Duration 18h

Attentive listening and the power of reformulation

Duration 7h

Other

Etiquette, protocol & know how (behaviour)

Duration 28h

Optimal follow up on leads

Duration 7h

English-Theatre for generic and hotel industry based English

Duration n.s.

Regarding our work in English

Fluency in English is crucial for your operational teams in your push towards overall customer satisfaction.

Helping your team members become more proficient in English can help avoid unnecessary confusion and dissatisfaction through misunderstandings. For example, ensuring that a room maid gives a bath robe to the client who asked for it instead of cleaning the bath a second time! Improving fluency will help your team members feel more at ease in their daily interactions with your guests. This in turn will improve the communication between employees and guests and ultimately lead to an improvement in overall guest satisfaction.

At ICI-ICARE our method is based on a deep knowledge and understanding of the language and vocabulary most appropriate for each of your operational outlets. For all departments we look at the most useful key themes, employing methods such as open forum discussions, brain storming, role play and English theatre.

During these highly interactive & participative training sessions we enable your teams to progress rapidly so as to ensure that they have the keys to successful communication with your guests.

Management Modules

Managing Excellence

Duration 14h

Elaborating strategy for quality improvement

Duration 14h

Different strategies for management (Situational management, contextual management)

Duration 14h

Meeting Management : rendre vos meeting efficaces

Duration 14h

Managing Ideas: how to put in place and manage brain storming

Duration 14h

Developing efficient communication with your team and your hierarchy

Duration 14h

The keys to project management

Duration 14h

Managing Daily

Duration 10,5h

Individual meetings: how to make them successful (Recognition, Encouragement, Areas for improvement)

Duration 7h

Revenue Management: understanding basics (level 1) / implementation (level 2)

Duration 28h

Reading and understanding financial results

Duration 7h

Licence

• Véhiculer notre savoir-faire à l’international fait partie intégrante de notre mission
• Puisqu’il est des géographies et des domaines d’activités dans lesquelles nous ne nous sommes pas encore aventurés nous offrons la possibilité à des partenaires (université, école, centre de formation) de commercialiser et de dispenser nos contenus propriétaires dans ces zones encore inexplorés.
• Ces licences s’accompagnent la plupart du temps d’une formation Train The Trainer qui permet à vos formateurs de s’approprier notre contenu ainsi que nos techniques d’enseignements
• Au delà de nos programmes propriétaires nous pouvons également concevoir des projet sur mesure pour vos besoins

Licence

Brain Storming and Empowerment

When you need to be creative, find new ideas or innovate, working with groups is essential. Nevertheless, this needs to be organised in such a way so as to be effective. At ICI-ICARE we believe that brain storming is key to identifying the strategic priorities of companies and organisations.

Based on more than 25 years of experience in management, of which 10 at a strategic level for some of the largest hotels in Europe our methods put your employees at the centre of your strategic efforts by harnessing their creativity and engagement in order to produce the ideas which will lead to the continuing success of your company both now and in the future.

We can accompany your teams through all of the key stages of successful brain storming, from how to constitute optimal teams for this purpose to how to conclude and choose optimal actions based on completed work.

The ideas produced by these groups undeniably provide a source of potential value which should not be ignored. To generate additional value for the company they do however need to be put in place. This is why our teams continue to accompany you so as to ensure operational follow up.