Course Objectives
· This
course is designed to provide participants with the management and customer
service skills required to succeed in a hospitality management career.
· This
course covers a range of topics such as hotels, resorts, cruise ships, private
/ corporate owned restaurants and special catering events.
Who Should Attend?
· Individuals
who seek to gain the key management and service skills required to begin a
career in Hotel and Hospitality Management.
Course Content
Introduction
· The
Hotel Industry, The Scope of the Industry
· The
Firm in the Hotel and Catering Industry, Hotel Management, Planning, Policy
Organisation of the Hotel Workplace
· Organisation,
The Nature and Purpose of Organisation, The Mechanistic View of Organisation,
The Human Relations View of Organisation
· The
Systems Approach to Organisation, Organisation Structure, The Informal
Structure, Hotel Organisation
Staff Management in Hotels
· Work
Charts, Communication and Coordination, Staff Management, Monitoring Workloads
and Work Procedures, Authority / Chain of Command, Career Structure
Control Systems
· Sources
and Storage of Information, Creating and Maintaining Information, Creating and
Maintaining Control Systems
· Types
of Control, Production Control, Quality Control, Sales Control, Labour
Utilisation Control, Materials Control, Maintenance Control, Financial Control,
Setting Standards and Corrective Action, Work Study, Organisation and Methods
Front Desk Management (Reception)
· The
Functions of the Front Office, Customer Service, Dealing with Grievances &
Complaints, Understanding Communication
· Conversation
Development, Using the Telephone, Business Letters, Promotions and Customer
Relations, Client Interpersonal Skills, Self Esteem & Reinforcement, etc
Servicing Rooms and General Cleaning
· Service
Equipment, Direct Purchase of Hire of Equipment, Linen: Purchase or Hire,
Choice of Fabrics, Structure and Properties of Fibres, Linen Room Organisation
Building and Facility Management
· Daily,
Periodic and Planned Preventative Maintenance, Frequent Maintenance Problems,
Safety, Furniture, Fittings, Managing Maintenance, Building Maintenance,
Toilets and Locker Rooms
Activities Management
· Tour
desk, gymnasium, events (eg. Weddings, balls etc)
· In
house Services, Recreation Facilities, Guest Information Services, Swimming
Pools, Spa & Sauna Facilities, Activities Management, Tourism
Food Service
· Types
of Food Service (eg. Room Service, Bar, Restaurant, Coffee Shop etc)
· Kitchen
Design & Equipment, Service Facilities, Food Service Management, Food
Purchasing, Dealing with Complaints
DISCOVERY TOOLS خبراء التدريب فى تركيا
Conference Organization - Consulting Agency - Training Center
دورات تدريبية في تركيا - تنظيم مؤتمرات - خدمات استشارية - مركز تدريب فى تركيا
ليست هناك تعليقات:
إرسال تعليق
ملحوظة: يمكن لأعضاء المدونة فقط إرسال تعليق.