Mike Hohnen

Mike has his own unique style. He draws on more than 27 years experience. He has worked most positions in the service industry and feels at home in more major cities than most people.

Mike Hohnen

The GROW leadership programme

We are proud to say that we are now able to launch a 3 year management developing programme in partnership with Danske Konferencecentre, University of Chester and Value Projcets. The management development programme, entitled GROW, which will lead to participants gaining a Higher Education Certificate, is accredited through the University of Chester.

Diplomleder hold på arbejde

In Denmark there is a recognized need for diplomas in management especially in the services industries, and our new type of educational programme reflects this need for constantly improving leadership.

The project has already been received with great enthusiasm, and we now have 2 groups of Danish hospitality managers on this programme

The GROW modules

The GROW Leadership program is based on the principles and ideas outlined in “The Service Profit Chain”.

“The service-profit chain establishes relationships between
profitability, customer loyalty, and employee satisfaction, loyalty, and
productivity. The links in the chain (which should be regarded as
propositions) are as follows: Profit and growth are stimulated primarily
by customer loyalty. Loyalty is a direct result of customer
satisfaction. Satisfaction is largely influenced by the value of
services provided to customers. Value is created by satisfied, loyal,
and productive employees. Employee satisfaction, in turn, results
primarily from high-quality support services and policies that enable
employees to deliver results to customers. The service-profit chain is also defined by a special kind of leadership. CEOs of exemplary service companies emphasize the importance of each employee and customer. For these CEOs, the focus on customers and employees is no empty slogan tailored to an annual management meeting.”

We see the Service Profit Chain (SPC) as the overall frame of reference and then go deeper and more specifically into each of the components that make up the chain. We do this in three distinct modules:

  • Value
      • How do we create value in services, and how can we best put the value equation to use in our business
  • Internal Quality
      • Leadership, personal leadership, motivation, etc.
  • Customer Satisfaction and Loyalty
      • What are the drivers of satisfaction and loyalty, why is loyalty so important?

    In addition to the core curriculum based on the Service Profit Chain students take an initial module on Learning to learn as well as a module on Finance and finaly all 5 previous modules come together in the last module: Grow Action where students develop a strategic solution in their own business.

    Each of the 6 Modules are treated in a 16-week format with 3 face-to-face workshops and 4 tutor facilitated trio discussions

    We have labeled the modules:

    GROW: Your Career
    GROW: Leadership
    GROW: Value
    GROW: Sales
    GROW: Finance
    GROW: Action

    Upon completion of each module students submit a final report describing the challenge they have chosen to work on and their proposed plan of action as well as substantive reflections on their own learning in the process.

    “This programme is accredited with the University of Chester. Under the UK system, the programme of 60 ECTS is equivalent to 120 credits which equates to a UK Higher Education Certificate”.[/lang_en]