Internationally-acclaimed hospitality consultant Michael Lao holds another two enlightening workshops on leadership and guest services for Century Park Hotel employees. (2/9 -2/11/2010)

 

Eton Properties—the global real estate brand of the Lucio Tan Group together with Century Park Hotel, invited Professor Lao to conduct workshops in preparing their employees for their global expansion. The workshops “Developing the Leader Within You” and “A Complaint is a Gift” focused on developing supervisors to become more effective managers as well as teaching service staff on how to excel in guest service in handling guest complaints.

 

In September 2009, Professor Lao conducted two valuable topics on “”How to become an effective supervisor”” and “” Achieving excellence in guest service””. All supervisors together with the rank and file employees of the hotel attend this highly-esteemed course. Both topics stressed that team work and smart leadership play a significant role in a successful hotel operation. Through this, employees were able to recognize a proven and concrete recipe for memorable guest service which will make a customer come back time and time again. Along with these, Professor Lao also greatly dealt on the imperative role of a supervisor who must be equipped with these important traits: reliable people skills, exemplary leadership, and good decision maker.

 

Professor Lao shares, “I would like to give back to my country and introduce them to current system of management styles and techniques. The world is getting smaller and the rest of the world has caught up. My aim is to make Asians, especially Filipinos, realize that they have great potential and are very much in demand in the industry worldwide.” Additionally, Professor Lao stated, “Dr. Dawn Lindsay, the interim president of Glendale Community College is just as passionate in reaching out internationally, and encourages strong global collaboration especially in Asia.”

 

Century Park Hotel personnel manager Susan Dinio adds, “Mr. Lao’s expertise in the hospitality business gives Century Park Hotel employees an up to date service trend which will help improve performance. This training seminar is also a valuable learning experience to the hotel’s new set of staffs, there’s a lot to deal with, especially right now that the industry is fast-evolving .”

 

BIO:

Michael Lao is currently the Department Chair / Internship Coordinator of the (HTM) Hospitality & Tourism Management Program at Glendale Community College in Glendale, CA.

 

Michael Lao was born and raised in Manila, Philippines where he received his Bachelor of Science degree in Business Administration.  He immigrated to the United States, attended the Culinary Arts program at West Valley College in Saratoga, CA and graduated with a Master’s Degree from Cornell University’s “School of Hotel and Restaurant Administration”.

 

Upon graduation, he joined Marriott Hotel Corporation in their Food & Beverage Management Training Program. His career path continued with executive positions with major hotel chains such as with Holiday Inns, Hilton Corporation, Marriott Hotel Corporation and Sheraton Hotels as well as food service chains such as Tony Roma, Jack in the Box and KFC.

 

Michael Lao is a results-oriented professional with over 30 years of entrepreneurial and corporate experience in the Hotel and Food Service industry. He is a highly sought after Hospitality Consultant, recognized for his expertise and unique ability to analyze independent or multi-unit operations and implementing corrective actions in resolving operational issues, planning concept growth and expansion and improving overall profitability.