The Psychology of Excellence

Transforming Attitudes Towards Achieving Excellence

The Shifting Mindsets with NLP programme is a 3-day workshop to help the workforce in the hospitality, service and corporate sectors achieve excellence at work. This highly engaging and interactive workshop helps participants to break down their barriers and reset their thinking pattern as well as teaches them how to apply a positive and resourceful mindset through attitude transformation. This programme also helps participants to maximise their potential, increase productivity and gain clarity to achieve excellence in life.

Cultivation of a commitment to excellence mindset in every individual is key to building a high performance team. Every individual has great potential, and it is vital to train and coach them to build new ways of thinking, such that they are not only committed to excellence but also possess a desire to grow and go the extra mile to succeed. This will lead towards an enriching and rewarding experience for the individual as well as a more conducive and productive work environment for the organization.

Being a firm believer in Excellence, Jennifer Ong created a syllabus called Service Excellence as part of the Shifting Mindsets programme, designed to elevate service standards in the hospitality and service industry. Knowing that Mindset is the main driver of every individual’s performance, Jennifer combined the Service Excellence skills training with mindset management techniques and behavioural change tools to maximize work performance in achieving excellence.


  • Every participant will be equipped with a resourceful mindset, knowledge and skills they need to increase self-awareness and respond faster to change.
  • They will learn how to think clearer, stay calm under pressure, and sustain a higher level of performance daily to deliver excellent service.
  • They will have the understanding to be accountable for whatever outcomes/results they get from their actions and not put the blame on others.
  • They will have more self-awareness for their own actions by being in control of their own state no matter what the external circumstances are.
  • They will have the ability to handle guests’ emotions better and as a result, deliver a positive customer experience.
  • They will have a better understanding on the importance of realigning the team’s realities of behaviour to embrace a healthy work and service culture environment.
  • They will have the ability to work on common goals, vision and language, shared responsibilities as well as empowerment amongst employees. As a result, happy employees will lead to a greater staff retention rate and a stronger customer service culture.
  • They will have more self-awareness in creating a positive mindset content that will eventually be programmed as an auto-pilot thinking pattern.
  • They will have the ability to embark on their own journey towards excellence that will impact company’s performance more positively.
  • They will have a better clarity on their purpose at work and in life, the goals to be achieved individually and their responsibilities to get the specific desired outcome/results.
  • They will have the ability to communicate with themselves and others in a more positive way and build better rapport with colleagues, superiors and guests/customers.


This unique Shifting Mindsets programme uses NLP-based training methods that focus on how the minds works, how it impacts people’s daily lives and how to be in control of the mind to achieve desired outcomes. The methods and techniques in this programme enables the participants to embark on their journey towards excellence by using a TREE OF LIFE concept, PURPOSE | GOALS | RESPONSIBILITIES and WAZE OF LIFE tools proven to guide the participants through their unconscious mind for self-awareness, self-discovery and self-improvement. It also instils in them the importance of teamwork and inculcates the need to make a positive contribution towards their growth, company and society.


I have known Jennifer for many years. She has carved out a very successful career in Publishing from a young age before making a mark in Awards, Events and Training. One common observation I have which stood out throughout her Publishing, Awards and Training career is that she always strives to be the leader in her fields.

Her training methods are lively, authentic and full or energy. Her ability to motivate and change mindsets are clearly demonstrated in a course she ran for our luxury hotel’s pre-opening team. She has successfully created a highly motivated hotel team operating at the top level of service.

If any of you have the chance to be trained and coached by Jennifer, it is an opportunity not to be missed! Her courses are mind blowing and will certainly put you ahead of the game.

Datuk Lai Voon Hon

Group Managing Director
Ireka Corporation Berhad

Jennifer is a dynamic coach who is able to leave a mark somewhere in our hearts, even if the desire to change has been long buried by life circumstance.

She is passionate and committed to causing that stirring in our inner hearts to drive the change in ourselves with an extremely powerful gift of sharing life anecdotes, authentic stories and even her personal experiences that are relatable.

Certainly, a gem of a coach that can transform personal lives and leadership.

Phang Sze Sze

General Manager
Avenue K

Jennifer Ong is a person that exudes positive energy to the people around her. A genuinely active person that sees possibilities in all circumstances, especially challenging ones.

She is highly pragmatic in her approach to life and business, Jennifer Ong simply choose to take charge of her future by producing the outcome that she desires. As an NLP Master Coach and Trainer, Jennifer is poised to be the catalyst that takes businesses and the hospitality industry to new heights. A progressive thinker and an avid learner of human potential, Jennifer’s clients benefit the most from her revolutionary mindset shift and her keen eye for what matters most in a situation.

With a gentle and determined spirit, Jennifer is someone that you’ll want in your corner. I’ve coached and trained with her, she is absolutely amazing!

Terence Jiam

NLP Trainer
Hypnosis Trainer
Time Line Therapy® Trainer
NLP Coaching Trainer
Business Acceleration Coach

I have immense respect for Jennifer – both as a friend, and as a Malaysian corporate figure. Her strength of purpose, her drive and grit only serve to underscore her firm resolve in ‘getting the job done’ and making the world a better place. Her achievements are well documented, and her success given due recognition, not just by the media but by the industry leaders at large.

Jennifer’s drive and determination to ‘getting things done’ have propelled her towards a high-level of leadership position, especially within the hospitality and F&B world; now ever so, being one of the few VOICES for the industry during these challenging times of Covid-19. I personally witnessed her handle all sorts of situations – from business decisions to a call-for-action – Jennifer bravely stood out and took the lead to be the ‘voice’ of the industry to garner government support for the SMEs during the Covid-19 crisis. In a span of just a few days, she pulled together a group of industry peers, initiated and implemented significant and consequential media programs and collaboration to help and support others. This is truly commendable and exemplary of what defines a great leader.

Jennifer’s energetic and unassuming ways belies her warm personality, which shines through with every meeting up. Over the years and getting to know her better, I saw a strong yet kind woman; positively firm yet gentle, fun-loving, highly respected, loved and admired by all whom she encountered in her daily life. Her zest for life, her curiosity for knowledge and learning, her bottomless ability to “connect” with a diverse range of people is contagious to say the least.

I have often wondered how Jennifer can pack so much into a day. And until today, I am still in awe of her vitality, her energy, perseverance, and sustenance for life! Knowing her has certainly enriched my life – she is a natural social networker – always connecting people and establishing meaningful contacts – and it’s an honor to be counted amongst her network of associates.

Let Jennifer do the job for you. If anyone can, Jen can!

Michele Kwok

Executive Director
The SOUL Society Group

Kent Chua Co-Founder / Group CEO, Rhombus Connexion

This course is really great. It helped me to shift my mindset towards being more positive and optimistic. Besides, it helped me to clear my mind and path my future better, where I can focus on what I should do and what my responsibilities are so that I can see things and goals clearer.

Jolene Goh


Jennifer Ong is a lady with many roles. She is a publisher, awards organizer, mindset trainer and a mother to 3 beautiful children. I have known Jennifer for more than 20 years. Her passion for the hospitality industry is so fiery and admirable. She made significant strides in bringing the hospitality industry to greater heights where she published Hospitality Asia, an industry-specific magazine for hospitality and created the HAPA Awards to reward the front-end and back-end of the house service heroes by giving them due recognition.

During the MCO period, her voice for the industry was impactful as she fought hard with her heart and soul for all of us in hospitality industry, particularly hotels, restaurants and bars, to gain the necessary attention, understanding and help they deserve.These sectors were badly hit, and unfortunately gained the least sympathy from all levels.

Jennifer, on behalf of the hospitality industry, thank you so much for being our voice and fighting it with all of us. We are truly grateful for your effort. Thank you again and God Bless.

Elyna Tan

Paradise Group Malaysia

I was very fortunate to be nominated for this training by my manager before I even asked her. So firstly, thanks to her. Then comes the better and best part of the training! Yes, it was indeed meeting Jennifer! Jennifer was so full of energy and positive vibes! I always love being with people like that as it keeps my positive energy highly motivated. So, I felt great when I met her! You can actually feel the vibes!!

I was very motivated to attend the classes daily. It was highly energetic. Everyone was part of the team. No one felt left out. Everyone progressed together.

Jennifer is very passionate about what she is doing and gives her best to it. Her classes are really motivating as she shares life stories! Real stories of her life and it gives us an opportunity to relate that to our own lives. I was able to relate to many things and understood finally on why and how they were happening!! Phew!

I must say that she is a very dynamic, self-motivated and extraordinary person and is passionate about delivering that same power to her participants.

Thank you, Jennifer! Wishing you a whole load of good wishes to continue this passion.

Radhika Ramakrishnan

Reservations Manager

I would like to recommend Jennifer Ong, someone I know very well and have been working with for the last 10 years in my capacity as legal advisor and strategist for the HAPA Group. I know Jennifer as a bubbly, energetic and highly motivated person who brightens up the room with her smile every time she walks in. Jennifer is very professional and is a very capable person. She carries herself very well and is very effective in putting a message out to the world.

Jennifer has been very effective with her training programmes and we have received many commendations from both companies and individuals that have engaged her services as she is a trained Mindset Coach and a Certified NLP Master Practitioner. Jennifer adds to whatever that is available out there and this sets her apart from others. I highly recommend Jennifer and look forward to her future accomplishments. If you have a chance to be trained and coached by her, I strongly encourage you to grab the opportunity!

Dato' David Gurupatham

Managing Partner
David Gurupatham & Koay (DGK Legal)

I recommend Jennifer as an insightful, heart-centred, results-oriented business and life success coach. She will awe you with her precision coaching and help you quickly determine the strategy for moving into your vision for growth! I am honoured to know her as part of a F&B group and have benefited greatly from her observations and intuitive coaching style.

I highly recommend Jennifer to anyone looking for a highly qualified, motivational, and inspiring coach. I would be happy to speak with you directly and share more insight about Jennifer.

Basil Joseph

FGS Events Management

Dear Ms Jennifer Ong,

Glad and blessed I have been chosen to be part of HAPA Academy Training with the HAPA Team and I am still practicing the Law of Attraction everyday when I go to work to attract positive vibes and aura in my daily routine at work.

It was an honour for me to be part of your student in this HAPA Training. I believe my work purpose to make my guests and my associates happy, successful, make them feel appreciated and it will turn come back to me.

My next goal besides make the guests and associates happy is I want to be the Best Front Office Associate for HAPA Award!

#InnShaaAllah #Soon


Guest Services
The RUMA Hotel & Residences

Jennifer is a bellwether in the hospitality industry who cares for the well being of the industry players. Her philosophy of humanising the industry with more positivity and soul is an eye-opener for many.

This is a session not to be missed by those who are eager to transform their company to emerge stronger post Covid-19 crisis.

She’s Witty & Humorous! You will walk away with a positive mindset that will change your company culture.

Tham Lih Chung

Union Artisan Coffee

Glad I signed up for this “Shifting Mindsets” training course conducted by Jennifer Ong, as sometimes in life we tend to think that we hit the roof, feeling stuck or what went wrong. It all begins with how we want to listen and think. So whether the outcome will be positive or negative is based on our choices.

I’ve applied it at work after the course and can see colleagues around me feel the changes and get affected by the positive vibes.

Alwin Yu


I am delighted to recommend Jennifer Ong from HAPA Academy as an excellent Mindset Trainer.

I’m glad to be selected by our company to attend the Shifting Mindsets for the Hospitality and Service Industry – Transforming Attitudes Towards Achieving Excellence training course.

I’ve benefited a lot from this training. This training is not only applicable to my career but also to my personal life. I attended this training on 27th & 28th May 2019 and I feel amazing and great everyday since the training because I’ve learned that “There’s no replacement for hard work and grit when it comes to achieving our goals and keeping our heads in the right place along the way is very important”. I still apply whatever methods I’ve learned and I reflect on what I’ve learned and applied to my daily life.

Very engaging training with lots of opportunity to participate. An excellent trainer, obviously an expert in her field, practical elements. The training helped me a lot, especially happy with a balance, which is tailored to my life situation.

Carmen See

GPL Group

This training course gave major benefits to me in my day to day work. Course was very good. The content was great, and the trainer related it well to our business. The trainer is described as ‘open, relaxed, very engaging, informative, interesting and an excellent communicator.

Overall – Excellent!

Tengku Nur Afiqah​

Berjaya Global

Thanks to Jennifer and her HAPA team of trainers for getting our staff to truly believe in themselves and what they can achieve if they deliver their best! Jennifer has indeed delivered what she set out to do. The training industry here certainly needs dedicated trainers like her to raise the standard of service in the hospitality industry in Malaysia.

Monica Lai

Group Deputy Managing Director, Ireka Corporation Bhd

Thanks to Jennifer and her HAPA team of trainers for getting our staff to truly believe in themselves and what they can achieve if they deliver their best! Jennifer has indeed delivered what she set out to do. The training industry here certainly needs dedicated trainers like her to raise the standard of service in the hospitality industry in Malaysia.

Monica Lai
Group Deputy Managing Director, Ireka Corporation Bhd

The intention to help everyone find that transformative power in themselves has always been Jennifer’s driving force. If you want to trust someone with your growth and breakthrough, find someone that gives you the courage to pull back the curtains, step out and shine!

Jenn is best at what she does, and you will absolutely shine.

Khai Zen

NLP Trainer
 Hypnosis Trainer
Time Line Therapy® Trainer
NLP Coaching Trainer

Jennifer proved to be an excellent trainer, with good knowledge and experience. The materials provided really helped put conflict resolution and good communication skills into perspective for us. They are simple, easy to follow and practical tools for us to use in our work lives. I had a fixed mindset and after the training, I’ve experienced a change in my mindset and can’t wait to continue to embrace a growth mindset.

Look no further, Jennifer is the unbiased voice of guidance who will lead you to short term solutions, with long term gains.

Brenda Ou

Focus Dynamics Group Berhad

Congratulations on the opening of your lovely hotel here in Kuala Lumpur. I just wanted to mention that it is hugely the staff that make or break the success of a hotel and I must say that your staff at The RuMa Hotel have been very well trained. I had a drink and some food at your poolside tonight and the young chap who served us was very pleasant. I believe his name was Salim. In addition, I was pleasantly surprised that the snacks I ordered were also delicious! After that, my friend and I took a chance to ask reception if we could view the hotel rooms.

Again, Mohd. Ezaz who very kindly offered to show us the rooms was warm, very well versed in all aspects of the hotel and most accommodating. Kudos to the training they received. Wishing The RuMa much success and hoping to experience more of your gracious hospitality.


The RUMA Hotel & Residences

Enlightening, practical and brilliant depth of sharing in empowering our minds. It does consciously change both my work and personal life in positive ways. I have been able to employ the components of mindset shift and tips I learnt resulted positively, gradually.

Jennifer is  knowledgeable and individually special as a ‘mentor’, able to tailor to our needs according to roles and industry. An amazing session that makes myself and team look forward for more.

Jessica Chan

The Light Hotel, Penang

Jonathan Quek, Founders Circle