COMPLIANCE CPD 48HOURS

PROGRAM FOR COMPLIANCE OFFICER (CPD)

48 SUBJECTS WILL BE COVERED IN 48 HOURS

1 Money Laudering Methods
2 The Three Stages of Money Laundering
3 Money Laundering Indicators
4 Terrorist Financing
5 The Egmont Group of Financial Units
6 Financial Institution Monay Laundering Methods & Vehicles
7 Non Financial Institution Monay Laundering Methods and Vehicles
8 Political Exposed Persons
9 The Role of Gate Keepers
10 Structure that Hide Beneficia Owner
11 The US Money Laundering Law
12 Understanding and Recognizing Fraud
13 Internal Fraud
14 Identity Theft and Fraud
15 Detecting and Preventing Fraud
16 Basel Committee on Banking Supervision
17 The World Management to Combat Corruption
18 Stolen Asset Recovery Initiative
19 FCPA USA
20 UK Bribery ACT
21 Bribery and Extortion
22 Tax Evasion and Tax Avoidness
23 Internation Scope of Tax Evasion
24 Flasifying Deductions to Under Report Income
25 Smuggling and Evasion of Custom Duty
26 Evasion of VAT and Sales Tax
27 USA FATCA
28 Repatriation of Assets
29 Liability of Third Parties
30 Civil and Common Law
31 Intelligence vs Evidence
32 Compliance Program
33 Correspondent Banking
34 Risk Assessment
35 Sanction Compliance
36 OFAC
37 STR System
38 Risk Based Approach
39 Customer on Boarding and Monitoring
40 Cyber Crimes
41 Ethics, Conflict of Interest
42 FATF
43 UN
44 Wolfsberg
45 Patriot Act
46 US Criminal Law
47 Conducting and Responding Investigations
48 MLAT, IMOLIN and FIU

 

CUSTOMER SERVICE EXCELLENCE

CUSTOMER SERVICE EXCELLENCE

The biggest single reason why businesses lose customers is through the indifference of one employee.Customer service is one of the most important issues that organizations face, especially in  the hospitality industry. With so many dining and events to choose from, a negative review can damagae the reputation of your business. Every customer interaction is an opportunity to make a positive impression and by empowering your customer facing team with the best skills makes a great customer experience & bottom line results.

CUSTOMER SERVICE EXCELLENCE is a 2-day program that focuses on the skills needed to make every customer touchpoint a positive interaction. Delegates learn the communication and interaction skills to engage with their customers as well as exploring how to handle difficult situations effectively through effective communication and by building rapport. Customer expectations are examined and ideas for exceeding those expectations are developed. Delegates leave with a list of actions they can take to improve their communication skills and impact the customer experience and build customer loyalty.

COURSE OBJECTIVE

•Understand the importance of customer service in hospitality
• Identify the touch points to make positive impressions
• Understand that YOU are the key
• Demonstrate how to connect and focus on the customer
• Practice building rapport techniques
• Define what effective communication is and explain why it is important
• Identify key communication skills for dealing with customers and creating customer engagement
• Improve questioning and summarizing techniques to effectively determine customer needs
• Practice customer interaction skills
• Learn how to use sensory language when providing menu recommendations
• Apply skills in difficult situations and with challenging customers
• Identify actions that can lead to more satisfied customers, customer enthusiasm and loyalty

WHO SHOULD ATTEND?

• Reservations

•Front Desk

•Waiters/Waitresses

•Hostess

•Team Leaders and Supervisors

WHAT WILL YOU GAIN

• Enhance your customers experience
• Identify the touchpoints and opportunities to positively interact with your customers
• Build rapport with your customers quickly and easily
• Use body language to demonstrate your confidence and competence
• Adjust your voice tonality to soothe customers frustrations
• Master your questioning and listening skills to understand customers needs and wants
• Be able to turn a crisis into an opportunity
• Boost your confidence in handling difficult situations effectively
• Understand how to handle and manage impatient and frustrated customers
• Be able to effectively deal with a complaint
• Learn how to provide information and clarify expectations
• Deliver excellent service and provide a great customer experience

CUSTOMER SERVICE EXCELLENCE

2-day program (9am – 4pm)
Optimum group size 20 participants, maximum group size 25 participants.

DAY 1: BASIC CUSTOMER INTERACTIONS

Welcome, Objectives, Agenda

Defining Customer Service

Quiz, Discussion

Excellence in Hospitality

Activity: Best / Worst Customer Experiences Why do negative experiences get shared

You make the difference             

Your state, your choice. Discussion Be the difference. Mindset

1. Focusing on the Customer 

Brainstorming activity. Video. Discussion

2. Providing Efficient Service   

Activity: Map of Customer Touch Points  Opportunities to connect & engage

3. Enhancing Customer Self Esteem 

Self reflection activity Feel good factors

4. Building Rapport     

Top Tips, Body language “tells” Role Play: Telephone interactions, Welcoming the Customer, acknowledge the Customer

5. Effective Communication     

Video. Discussion Exercise: voice tonality. How you say what you say. Listening to understand: Excercise – listening levels.

6. Determining Customer Needs 

Communication: Clarifying questions & summarizing Role Play Consolidation Telephone Reservations,Welcome, Table Service

DAY 2: CUSTOMER ENGAGEMENT

Review Day 1    

Team Quiz

Engagement Opportunities:   

Product Knowledge: venue, concept, vibe & menu Suggestive Selling, Sensory Language Activity: sensory descriptions

Providing Information & Clarifications     

Setting expectations.Providing recommendations. How to explain a policy/standard without saying it is a policy/standard

Building Customer Enthusiasm   

Turning a negative into a positive Identifying customer frustrations – brainstorm scenarios. Discussion: Crisis vs Opportunity. Mindset matters.

Handling situations:   

Work groups:

  • Handling multiple Customers                                                   Case study

  • Handling delays                                                                              Top Tips

  • Impatient Customers                                                                   Present back in a role play

  • Demanding Customers

  • Handling Complaint

Program review & next steps   

Key learnings & take-aways Team and individual action plans Measuring success

                                                            

FACILITY MANAGEMENT PROFESSIONAL

FMP – FACILITY MANAGEMENT PROFESSIONAL BY IFMA

A facility manager (FM) is responsible for the maintenance, service and security of work facilities by ensuring they meet the needs of the  organization and its employees. An FM also oversees many different aspects of a company’s operations,such as external suppliers, ranging from managing vendors & contractors to arranging for maintenance.

LEARNING OUTCOME

A career as a FM means your options are wide open and can find you working in the private and public sectors, with positions in office buildings, retail buildings, schools, hospitals or other large premises.

COURSE OUTLINE
OPERATIONS AND MAINTENANCE

• Introduction to Operations and Maintenance
• Assess Facility Needs
• Manage/Oversee Operations and Maintenance of Building, Systems and Equipment
• Manage/Oversee Occupant Services
• Select the Best Resources
• Measure Operations and Maintenance Performance

PROJECT MANAGEMENT

• Introduction to Project Management
• Define Projects
• Plan Projects
• Manage and Oversee Projects
• Close Projects

FINANCE AND BUSINESS

• Finance and Business in the Facility Organization
• Financial Management of the Facility Organization
• Procurement in the Facility Organization
• Contracts in the Facility Organization

LEADERSHIP AND STRATEGY

• Plan Strategically
• Lead and Manage the Facility Organization
• Provide Leadership to the Entire Organization

FIDIC RED BOOK

CONTENTS

• The Employer
• The Engineer
• The Contractor
• Nominated Subcontractors
• Staff and Labour
• Plant, Materials and Workmanship; Clause 8 – Commencement, Delays and Suspension
• Tests on Competition
• Employer’s Taking Over
• Defects Liability
• Measurement and Evaluation; Clause 13 – Variations and Adjustments;
• Contract Price and Payment
• Termination by Employer
• Suspension & Termination by Contractor
• Risk and Responsibility
• Insurance
• Force Majeure
• Claims, Disputes and Arbitration; General Conditions of Dispute
• Adjudication Agreement
• Annex Procedural Rules
• Table of Cases
• Table of Statutes
• General Provisions

CERTIFIED FACILITY MANAGER

The Certified Facility Manager (CFM) is the pinnacle achievement in facility management certification.The CFM Exam is competency-based, testing what a candidate can do compared to standards that define the practice of facility management.

The Certified Facility Manager (CFM) credential sets the industry standard for ensuring the knowledge and competence of practicing facility managers as the most respected global credential in fcility management.

PREPARE. APPLY. PASS. MAINTAIN. AND GET RECOGNIZED

The Certified Facility Manager (CFM) is the pinnacle achievement in facility management certification. Widely regarded as the industry standard in facility management certification.
• Gain credibility in your professional network
• Showcase your knowledge of 11 core competencies
• Grow as a leader in facility management
• Proudly join a distinguished group of FM professionals

HOW TO GET CFM CERTIFICATION: EXAM CERTIFICATION PATH- 4 STEPS

1. Determine Eligibility

Option 1

Option 2

Education

Bachelor’s or Masters level Facility Management degree

No FM degree

FM work experience

3 years

5 years

ETHICS REQUIREMENT: An Ethics Assessment is required for all CFM credential applicants. Those holding the CFM credential are required to complete an Ethics Assessment every other renewal cycle or every six (6) years.

2. Prepare For The Exam

Take Exam Preparation Training from YourOwn Institute

3. Apply For The Exam

  • Complete your CFM Application in the CAMP platform

  • Complete the CFM Application Payment Form

  • Sit for the exam within three months (90 days) of approval

After you are approved, schedule your exam at a testing centre(Prometric) or test remotely with a virtual proctor.

COURSE OUTLINE

The Certified Facility Manager (CFM) certification exam topics include 11 competencies

Occupancy and Human Factors

  • Workplace environment

  • Occupant services

  • Occupant health, safety, & security

Operations and Maintenance

  • Buildings, building systems, infrastructure, & grounds

  • Furniture, fixtures, and equipment

  • Physical safety and security

  • Operations and maintenance processes

  • Work management support systems

  • Renewals and renovations

Sustainability

  • Energy management

  • Water management

  • Materials and consumables management

  • Waste management

  • Workplace and site management

Facility Information Management & Technology Management

  • Data collection and information management

  • Information protection & cyber-security

  • Technology needs assessment and implementation

  • Maintenance and upgrade of technology systems

Risk Management

  • Risk management planning

  • Emergency preparedness, response, and recovery

  • Facility resilience and business continuity

Communication

  • Planning

  • Delivery

  • Evaluation

Performance and Quality

  • Quality management

  • Performance management

Leadership and Strategy

  • Strategic planning and alignment with the demand organization

  • Policies, procedures, & compliance

  • Individual and team management

  • Leadership

  • Relationship & conflict management

  • Change management

  • Corporate social responsibility

  • Political, social, economic, and industry factors affecting facility management

Finance and Business

  • Operational and capital budgeting

  • Evidence-based decision-making process (e.g. business case)

  • Procurement (e.g. purchasing, sourcing of goods and services)

  • Contracting

  • Financial analysis and reporting

Real Estate

  • Firstly, Real estate strategies

  • Secondly, Real estate assessment, acquisition, and disposal

  • Thirdly, Real estate asset management

  • Space management

  • Major projects and new construction

Project Management

  • Planning and design

  • Execution and delivery

  • Evaluation

CERTIFIED FACILITY MANAGER – EXAM DETAILS

Exam Name: Certified Facility Manager (CFM) Total Number of Questions: 180

Exam Format: Multiple Choice Questions Exam Duration: 4 Hour

Exam Type: Computer-based Exam Language: English

  • Calculators and glossaries are prohibited

  • No books/No notes

  • Scratch paper and pencil available

Exam Fees: IFMA Member – $550 USD

Non-Member – $815 USD

TRAVEL SALES AND OPERATIONS

COURSE OVERVIEW

Demonstrate that you have gained complete essential competencies to be a successful travel agent or travel agency manager with the IATA Travel Sales and Operations . Promote yourself as a holder of the highest level travel and tourism certification to employers, customers, and travel industry suppliers.

LEARNING OBJECTIVES

On course completion candidates will have the skills to:

  • Plan, organize and sell a variety of journeys and travel products that deliver satisfying travel experiences

  • Provide professional advice to your clients on the best travel options, customizing and constructing complex travel itineraries with specialized knowledge of travel products and sales skills

  • Supervise and manage a team and make business decisions based on sound negotiating strategies, product development, marketing and measuring financial performance

COURSE OUTLINE

  • World and destination geography

  • Travel logistics including travel document issuance, reservations and GDS functionality

  • Standard and niche travel products and product development

  • Strategies in customer service delivery, sales, marketing and social media

  • Strategic management and negotiation

  • Administration and accounting

  • Meeting and event planning

  • Expertise in air journey pricing and ticketing

  • Travel Industry laws and regulations

WHO SHOULD ATTEND

  • Travel agents/consultants

  • Airline ticket and customer service agents

  • Call center customer service agents

  • Travel agency owners, operations, marketing and account managers

  • Travel agency accountants and back-office staff

To receive this certification, candidates must complete

  • Foundation in Travel & Tourism with SABRE/AMADES/GALILEO

  • Travel & Tourism Consultant

  • Managing Travel Business

NOTE: The above 3 courses must to be completed within 3-year duration

TRAVEL AND TOURISM CONSULTANT

COURSE OVERVIEW

A Travel Consultant needs to have excellent customer service skills, product knowledge and creative thinking. A well-trained Travel Consultant can influence the choice of product/destination that a customer may choose. IATA Travel and Tourism Consultant Course helps learners understand the process of creating complex itineraries, interpreting air fare rules, re-issue and refund tickets, plan, organize and execute customized tour packages, booking multi-sector itineraries involving multiple airlines.

LEARNING OBJECTIVES

On course completion candidates will have the skills to:

  • Identify world’s major tourist destinations, major natural geographical features, world climate etc.

  • List world’s major railway, night trains, tourist trains, understand how to read a railway time table

  • Understand types of accommodation other than hotels, bus and coach travel, cruise destination and products

  • Describe tour production, group travel, tour documents, tours pricing, presentation and sales

  • Understand aviation laws and regulations and selling skills

  • Learn to construct complex air travel itineraries using mileage principles method of calculation and other pricing methods like lowest combination principle, identify various types of open jaw journeys and its pricing, re-issue and exchange of tickets,

COURSE OUTLINE

  • Destinations

  • Selling techniques and social media marketing

  • Fare construction and ticket exchanges/reissuance

  • Travel industry laws and regulations

  • Niche products including tour customization, luxury and group travel options

  • Accommodation products other than hotels

WHO SHOULD ATTEND

  • Foundation in Travel and Tourism graduates

  • Travel agents

  • Reservations and sales personnel

  • Anyone who would like to pursue a career in Aviation, Travel and Tourism

EXAM INFORMATION

  • Online exam with remote supervision (OERS)

  • Total Number of Questions : 80

  • Exam Format                            : Multiple Choice Questions

  • Duration                                     : 2 hours

  • Passing Grade                          : 60%

  • Distinction                                : 85%

  • Number of exam Attempts : 2

 

 

PASSENGER GROUND SERVICES

COURSE OVERVIEW

Airline customer service agent are the face of an airline as they are the first point of contact for a passenger these days. They work for both airline and ground handling companies. This position needs extensive customer service skills and technological skills as they handle airport departure control systems (DCS). IATA Passenger Ground Services course helps learners to understand the role of Passenger Ground Services Agents in an airport from check-in passengers, boarding passengers, baggage handling and several other ground handling formalities on routine basis.

LEARNING OBJECTIVES

On course completion candidates will have the skills to:

  • Describe airport and airline operations

  • List various departments involved in passenger and baggage handling at airports

  • Differentiate computer reservation system and departure control system

  • Understand check-in procedures for passengers and baggage, define airline terminologies, understand various methods of check-in, types of baggage, boarding procedures etc.

  • List dangerous goods regulations and dangerous goods handling procedures

  • Understand customer service skills and interactions

  • Describe Aviation security principles and practices

  • Understand the future technologies in airline passenger handling

COURSE OUTLINE

  • Introduction to airport and airline operations

  • Computer Reservations (CRS) and Departure Control Systems (DCS) functions

  • Passenger and Baggage check-in procedures (airport and off-site)

  • Conditions of passenger and baggage carriage, boarding procedures and flight close-out messaging

  • Dangerous Goods regulations awareness for passenger service agents

  • Managing passenger interactions

  • Aviation security procedures for passenger and baggage transport

  • Enhanced passenger facilitation, latest innovations and career opportunities

WHO SHOULD ATTEND

IATA Passenger Ground Services course is recommended for:

  • Airline customer service agents

  • Airport Ground Handling Agents

  • Airport operators’ staff providing passenger services

  • Civil Aviation Authorities’ staff providing passenger services

  • Any individual who wishes to pursue a career as an Airline Passenger Service Agent

EXAM INFORMATION

  • Online exam with remote supervision (OERS)

  • Total Number of Questions                        : 100

  • Exam Format                                                   : Multiple Choice Questions

  • Duration                                                            : 3 hours

  • Passing Grade                                                  : 60%

  • Distinction                                                        : 90%

  • Number of exam Attempts                         : 2

 

MANAGING THE TRAVEL BUSINESS

COURSE OVERVIEW

Planning, designing and executing a travel product needs great amount of hard work and team work. As the Travel & Tourism industry is growing day-by-day, the demand of travelers is also growing. Today’s travel professionals have to also compete with the internet, one of the biggest platforms used by travel industry professionals for their business. IATA Managing Travel Business course helps a learner to understand the business aspects of travel and tourism industry focusing on planning the product, product development, product marketing and launch to accounting procedures.

LEARNING OBJECTIVES

On course completion candidates will have the skills to:

  • Understand the managerial skills, supervisory skills required to work in travel and tourism sector

  • Understand negotiating skills required to business with various suppliers

  • Describe various special interest tours and its classifications

  • List various types of events, understand and learn the skills required for planning, managing and executing various events

  • Understand basic accounting and financial skills required in travel business

  • Describe and examine various marketing channels used in Travel and Tourism business

COURSE OUTLINE

  • Managerial and negotiation skills

  • Marketing and pricing

  • Tour production and event planning

  • Administration and accounting

  • Laws related to the travel industry

WHO SHOULD ATTEND

IATA Managing Travel Business Diploma is recommended for:

  • Travel Agency administration staffs

  • Mid-level managers and supervisors

  • Travel and Tourism Agency back-office personnel

  • Travel and Tour Managers and supervisors

  • Travel Business Executives

EXAM INFORMATION

  • Online exam with remote supervision (OERS)

  • Total Number of Questions                            : 80

  • Exam Format                                                       : Multiple Choice Questions

  • Duration                                                                : 2 hours

  • Passing Grade                                                     : 60%

  • Distinction                                                           : 85%

  • Number of exam Attempts                            : 2

IATA GLOBAL DISTRIBUTION SYSTEMS FARES & TICKETING – AMADEUS/GALILEO/SABRE

COURSE OVERVIEW

IATA GDS Fares & Ticketing course mimics the real-life scenarios travel agents, online booking agents and airline ticket agents face. Learners work in a highly realistic simulated environment to retrieve bookings, identify various types of journeys, search for and quote fares, display and interpret rules, store fares, issue tickets, re-issue and refund tickets, ticket cancellations.

LEARNING OBJECTIVES

On course completion candidates will have the skills to:

  • Retrieve a Passenger Name Record and interpret the information in it

  • Read and understand air fare rules, fare basis, fare calculations, display air fares, etc.

  • Learn basic and advanced GDS commands using – AMADEUS/SABRE/GALILEO

  • Understand journey types, its classifications with various live examples

  • Examine real-life scenarios faced by travel agents and airlines with examples

COURSE OUTLINE

  • Introduction to air fares, analyzing itineraries and retrieving fares from a GDS

  • Limitations on indirect travel, side trips and surface sectors

  • Return trips in different classes of service and alternative fare break points

  • Lowest combinations, round-the-world journeys and class differentials

WHO SHOULD ATTEND

IATA Global Distribution System Fares & Ticketing course is recommended for:

  • Any individual who would like to quick start their career in Aviation, Travel and Tourism

  • Airline fares desk agents and call center agents

  • Travel agents

  • Airline ticket agents

EXAM INFORMATION

  • Online exam with remote supervision (OERS)

  • Total Number of Questions                              : 100

  • Exam Format                                                          : Multiple Choice Questions

  • Duration                                                                   : 3 hours

  • Passing Grade                                                        : 60%

  • Distinction                                                              : 90%

  • Number of exam Attempts                               : 2

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