Introduction to the Hospitality Industry program covers the fundamentals of being part of the Hospitality Industry, the pre-requisites, demands, sacrifices, the potentials and the personal/professional satisfaction of being part of such a ‘Glamorous’ Industry. Understand the benefits & challenges of being a Hotel Employee, Career prospects, the importance of personal grooming & appearance, the traits & characteristics of a Hotel Employee, how to deal with colleagues & Management, and how develop professional contact with guests, colleagues and Management.

Employees’ overall performance is crucial to the success of any business. Supervisors often come from diverse backgrounds, with different mentality, lack of HR Management knowledge and skills. The necessary coaching for awareness on proficiencies are needed in order to assist them to prepare accurate schedules to meet departmental budgets with Team’s support and creating a ‘healthy-giving’ environment.

After the seminar, the participants will obtain the necessary knowledge and skills required to deal with guests’ complaints professionally, effectively and with confidence. They will also be able to define what a complaint is; understand why customers complain, follow the complaint handling process, analyse trends for continuous improvement, and understand the importance of ‘The profitable art of service recovery’.

After the seminar, the participants will understand the importance of excellence in guest service, how guests perceive quality service, learn how to deal with guests effectively, recognize guests expectations, how to exceed them and build long term relationships therefore high volume of repeat business .

Creating a positive, productive work environment, knowing how to prevent bad behaviors and competently handle negative toxic people, is an essential skill for every Supervisor. Recognize “toxic people’ at workplace, how to weakened negative attitudes before they spread, encourage open communication and boost Team’s moral; learn how to communicate positive & negative feedback, and always portray an optimistic attitude inspiring them to achieve desirable outcomes.

This job is no easy task. Waiters and waitresses balance a number of different responsibilities. They take orders, upsell, deliver food to customers, clean up, reset tables, take payments, are always on their feet and they are definitely required to be friendly, pleasant to all guests, colleagues and accommodating everyone’s needs. Being alert, brushing up on communication skills and customer care techniques is a dynamic task. This is the aim of this program.

Hostess is the ambassador of the restaurant; the window of the restaurant that a guest sees; the first impression. Hostess’s presence, personality and knowledge hold power at that front door. They begin the tone of the evening with a radiant energy. The restaurant belongs to them; it is certainly their responsibility to receive guests warmly and settle them in to their tables properly. Hostess must be comfortable using their tone of voice confidently. In a busy, chaotic restaurant, the hostess role is fastidious.

At the end of the programme the participants will acquire necessary knowledge and suitable behaviours that will assist them with their interactions in general; how to deal with colleagues, the Management and most importantly with Guests during service times. “Back of house” personnel, like Kitchen staff, are always left on the ‘back burner‘. The lack of such training, impacts negatively on the operation, the quality standards of the organisation and demoralizes the Team.

Room attendants are integral to the successful operation of a hotel; are required to have an eye for detail and provide service with a smile; are to make sure that each experience offered to their guests is as special as possible. By the end of the program the room attendants will be able to recognize the importance of providing outstanding Customer-Service, be active listeners and why acting promptly to guests needs, provide expert service and communicate in a friendly manner to all requests, is vital for the Hotel’s reputation and for high quality standards.

At the end of the programme the trainees will acquire important knowledge and skills that will assist them on their every-day tasks in a professional way and improving the operation of their department. Spa therapists should not only possess technical skills and product knowledge, but are to know how to behave in a professional manner with Guests, Management and colleagues alike. Guests/visitors are very demanding and therapist is to be trained in focusing on attention to detail when dealing with them, and pleasantly surprise guests/visitors by exceeding their expectations.

This program offers the development of customer service and guest conflict-resolution skills to Lifeguards, Maintenance and Security guards departments’ crew, who as ambassadors of the facilities must always have an attentive and professional approach. Any time they interact with guests, colleagues and Management, their actions should promote wiliness; convey trust, security, goodwill and genuine desire to assist. Lifeguards, Maintenance and Security guards Teams will learn how to interact successfully with guests/visitors and deal positively with daily challenges in a professional and accommodating manner.

Identify learning objectives within your department, plan and organize your training needs. Get a good grasp of why training is so advantageous and boosting Team’s retention; Learn how to conduct ‘on-the-job training’, identify how adults learn, describe and apply training techniques.