Macao Government Tourism Office (MGTO) continues to unfold the “Celebrity Mentor” Workshop Series in collaboration with Sands Retail Academy today (24 April), to steer the retail industry in Macao towards an advanced level of professionalism and steady upgrade of service quality for enhancing satisfaction among local and visiting shoppers.
Specially invited by MGTO and Sands Retail Academy as the major guest speaker in the first session of the “Celebrity Mentor” Workshop Series this year, veteran cross-media professional and corporate trainer specialized in Neuro-linguistic Programming (NLP) from Hong Kong, Cheung Wai Tsz, shared with about 250 retail professionals ways to enhance effectiveness and clarity of communication as well as build rapport with people of diverse profiles under the topic of “power communication skills”. The workshop gained great popularity among retail employees who signed up for participation enthusiastically.
According to statistical figures provided by the Statistics and Census Service, the total spending (excluding gaming expenses) of visitors in Macao in 2018 reached 69.69 billion patacas, a year-on-year surge of 13.6%. The per-capita spending of visitors was 1,946 patacas, up by 3.5% year-on-year. Shopping spending of visitors climbed up by 7.2% year-on-year to constitute 47.1%, a major proportion, of per-capita spending, revealing that retail service stands as a key component of visitors’ trip experience in Macao. In view of this, MGTO unfolded the “Celebrity Mentor” Workshop Series in partnership with Sands Retail Academy last year, inviting public figures and key opinion leaders (KOL) to share insights and lead inspiring discussions on the most relevant topics of interest for frontline professionals.
Through elaborating theories with practical skills, interactive style of training, case sharing and so forth, Cheung Wai Tsz explained different communication models and techniques to retail participants, inspiring them to analyze the attributes of customers meticulously and leverage strategies of effective communication models to minimize misunderstanding and build trust and rapport with target customers, in turn gaining stronger confidence during communication and enhancing sales performance for their businesses.
Currently a newspaper columnist, Cheung Wai Tsz had been a news anchor and program host for different media channels. Having taken courses in psychology during college, Cheung Wai Tsz was later devoted to studies of practical psychology including Neuro-linguistic Programming (NLP) and Enneagram. Honored as one of the “Top 10 Trainers for Corporate and the Most Outstanding Communications Trainers in Asia” in 2006, Cheung often provides training for different international corporations, governmental bodies and private entities, and has been the keynote speaker of corporate training programs and public courses for over 10,000 students.
To cater to visitors of increasingly diverse profiles from various international markets, the Training and Quality Management Department under MGTO regularly organizes training sessions, seminars and workshops tailor-made for tourism and related industry professionals to encourage and facilitate their professional enhancement, in turn leading to advancement of service quality and work productivity across the tourism industry in parallel with the city’s endeavors to become a world centre of tourism and leisure.