Starting from 1 March to May 2023, Macao Government Tourism Office (MGTO) is rolling out a series of online learning videos entitled “Complaint Handling and Mediation Skills – Catering Industry”, providing opportunities for catering industry employees to master the skills of handling complaints and mediating disputes, which will in turn advance catering service quality and promote the sustainable development of the industry.

Six learning videos cover different topics

The series of six learning videos is themed as “Complaint Handling and Mediation Skills – Catering Industry”, comprising lectures and analysis of different case scenarios. With over 10 years of training experience, instructor Flora Cheung will elaborate on six topics as follows: Building Rapport with Conversations, Techniques to channel complainants' complaints or emotions, Common types of complaints in catering industry, Methods of dealing with different types of customer complaints, Mediation Applications, Concepts and Models as well as Mediation Interview Skills. Catering professionals are offered opportunities to equip themselves through studying the case scenarios and working on the after-class assignments. They can learn how to apply coping and mediation skills systemically to handle complaints and resolve disputes properly should any of these arise.

The “Complaint Handling and Mediation Skills – Catering Industry” learning videos are tailored for catering industry employees as well as catering businesses accredited by the "Quality Tourism Services Accreditation Scheme". The first video is released today (1 March). Catering professionals and interested parties are welcome to watch the videos for free via the link “Industry Training – Online Course” on MGTO’s Macao Tourism Industry Net (http://industry.macaotourism.gov.mo). The learning videos are supported by the United Association of Food and Beverage Merchants of Macao with the technical support provided by Macau Institute of Management.

Sign language interpretation available in videos

The videos are conducted in Cantonese with Traditional Chinese, Portuguese and English subtitles as well as sign language interpretation to reach a wider audience and support the SAR Government’s plan to optimize Macao’s urban environment toward greater accessibility.

MGTO is pouring great effort to raise the quality of tourism and related services by offering online and offline training opportunities. Since 2019 till today, the Office has launched over 30 online training courses covering the areas of service, catering, tourism and barrier-free communication. The cumulative view counts have exceeded 63,000.