Consultant for “Training on
Key Hotel Management Practices
for Improved Customer Satisfaction and Retention.”

Chemonics International is implementing Pakistan Small and Medium Enterprise Activity (SMEA), which is a 5-year, $35 million project that is aimed at improvement of financial and operating performance of small and medium enterprises (SMEs) in Pakistan in selected high-performing industrial, manufacturing and services sectors. 

The USAID Small and Medium Enterprise Activity (SMEA) requires extending the services of a consultant to conduct short training sessions for hotel owners/managers in northern areas KP and AJK region on Key Hotel Management Practices for Improved Customer Satisfaction and Retention.

Objective:

Pakistan’s northern areas are attractive tourist spots and have their own distinct working environment as compared to other parts of the country. The regions experience high traffic during peak seasons and are mostly overbooked. Based on a recent assessment, the project has identified a need for training to help businesses in the northern areas promote customer retention and brand building by shifting focus from a basic delivery model to one which offers improved customer experience.

The overall objective of the training is to shift focus from a basic delivery model and excessive price competition to raising awareness on the greater customer value leading to improved customer retention and brand building. SMEA wants to conduct 1-day training for hotel entrepreneurs/managers

The specifics of the training are outlined in the sections below; the overall process will be guided by the goals, relevant strategic objectives, and performance indicators of the project as listed below.

• Improve the competitiveness of Pakistani SMEs.
• Improved Economic Performance of Focus Enterprises 
• Improved economic performance in selected sectors. 
• Improved technological readiness and innovation 
• Number of USG assisted SMEs that applied new technologies or management practices as a result of USG assistance
• Number of new technologies and innovations introduced as a result of SMEA assistance

Responsibilities:

Consultant/trainer will be responsible to develop/customize the training module and training content as per the requirements and conduct training sessions at various locations proposed by technical teams. All the activities performed by the trainer must be in line with the awarded contract and scope of work. The trainer will perform the activity by keeping in view the business protocols/scope and quality parameters defined in the contract as per Chemonics policies. The trainer will be responsible for producing and submitting all deliverables with supporting documents mentioned in the deliverables schedule.

• Meet with SMEA, Competitiveness Enhancement Lead and other team members to understand the specific requirements of the scope of work and the project as a whole
• Meet relevant industry contacts such as local associations and at least 20 SMEs to understand the specific needs of these businesses. Also, share the findings and challenges SMEs are facing in other regions where SMEA conducted training.
• Develop/customize training module as per the above need assessment. The trainer will suggest handouts, brochures or handbooks (as required).  (Deliverable 1)
• Finalize training plan including session plan and agenda, addressing training objective in coordination with the SMEA team (Deliverable-2)
• Provide input for a pre and post training knowledge assessment questionnaire based on the finalized contents of the training. 
• Impart one-day training each in Muzaffarabad, Keran, Rawalakot, Timargara and Bahrain/Fizagat in accordance to the approved training plan (Deliverable 3, 4, 5, 6 and 7). 
• Facilitate training session in Urdu and local language to ensure maximum impact.
• Facilitate preparation of post-training action plan through group-work or any other medium for each participant during the training.
• Ensure that participants complete the required training/SME registration preferably at the start of the training session
• Ensure that participants fill-in the attendance sheet for each day during the training.
• Ensure participants complete post-training evaluation at the end of each training.
• Facilitate pre-post training knowledge assessment with the help of a prescribed template, if required.
• Facilitate gathering participants consent, on the prescribed template. to use their picture, voice, name of their business for USAID SMEA communication needs
• Prepare and submit post-training report covering all trainings in English on a prescribed template within 10 calendar days finishing the last training. The training report must include a training follow-up plan (Deliverable 8)

Qualification: