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Front line training programmes   sam hospitality academy
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Front line training programmes sam hospitality academy


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  • 1. 30381 Sigalo StreetDaveyton Ext. 2Benoni, 1520South Africa082 765 line Short Programmes for Hotels, Lodges, Boutique Hotels, etcWe are pleased to present our Front line training programmes as follows:MAINTAIN A BOOKING SYSTEM - 2-DAY PROGRAMME - R1 500This 2 - Day training programme consists of:Customer Service Efficiency Accurate Information Customer Expectations Range of CustomersServices and Facilities Promotion of Services and Facilities Range of Services and Facilities Alternative FacilitiesBooking Processes Range of Bookings Confirmation of Bookings Range of Records Informing Other DepartmentsAmendments and Challenges Range of Booking Amendments Range of System Failure
  • 2. DEALING WITH THE ARRIVAL OF CUSTOMERS - 2 DAY PROGRAMME - R1 500This programme consists of the following:Preparation for Guest Arrival Customer Needs Preparation of Guest Documentation Special Requests / Requirements Interdepartmental CommunicationCheck-In Processes Registration Customer Arrival Promoting Product Services Customers without advance reservations Special circumstances Importance of Accuracy Methods of Payment Completion of Registration ProcessUnexpected situations Unexpected situations regarding customers Unexpected situations regarding systemsARRIVAL AND DEPARTURE OF GUESTS - 3 DAY PROGRAMME - R2 250This 3 - day programme consists of the following:Preparation and Schedules Prepare for Guest Arrivals/ Departures Daily ScheduleGreet Guests Effective Communication Body Language Welcoming Guests Departure ProceduresParking and Luggage Parking Lifting Luggage Transporting Luggage
  • 3. Facilities and Services Facilities Mobility Difficulties Additional ServicesComplaints and Incidents Range of Incidents Customer ComplaintsCUSTOMER INFORMATION AND SERVICES - 2 DAY PROGRAMME - R1 500This 2-day programme consists of the following:Customer Care Effective Customer Care Efficient Work PracticesCustomer Information Accurate Information General Knowledge Customer Needs Sources of Information Maintaining Information Displays Handling Information Requests Range of InformationExternal Services Contacting Service Providers Booking External Services Transport Services Restaurant Reservations Delivering ItemsUnexpected Situations Range of Unexpected SituationsCULTURAL AWARENESS IN DEALING WITH CUSTOMERS AND COLLEAGUES -2 DAY PROGRAMME - R1 500This programme consists of the following:
  • 4. Effective Cultural Communication Foreign Cultures Verbal & Non-Verbal Communication with Tourists Interaction with Tourists Using Appropriate Communication Anticipating Customer Needs – and Dealing with Them Cultural Groups Local Cultures Non Verbal and Verbal ElementsThe Culture and Customs of South Africa’s Main Population Groups African Culture Western Culture Asian CultureSouth Africa’s Main International Tourist Groups Consequences of Cultural Diversity Preventing Cultural Misunderstandings Resolving Cultural Problems Cultural Differences Learning to Value Cultural DifferencesVERBAL COMMUNICATIONS - 1 DAY PROGRAMME - R750This 1 Day Programme consists of:Effective Verbal Communication Effective Communication Types of Verbal Communication Communication Context Improving CommunicationCommunication Barriers Communication Barriers Cultural Differences Stereotypes Educational Differences Voice and ArticulationSituations and Challenges Range of Situations
  • 5. HANDLE MAIL AND WRITTEN COMMUNICATION - 1 DAY PROGRAMME - R750This 1 day programme consists of: Handling Mail and Messages Handling Written Communication Handling Written Communication Delivering Items to a Guest Room Prevention of Unauthorised AccessEfficiency Organisational RequirementsSituations and Challenges Uncollected Items Reporting Suspicious ItemsPROVIDE A CUSTOMER SERVICE - 3 DAY PROGRAMME - R2 250Importance of the Customer Customer as a source of revenue The Impact on the Organisation Customer satisfaction and company profitability Annoying Habits Anticipating Guest Needs Maintaining good customer care Confidentiality of Company and Guest Information Personal Presentation Personal developmentCustomer Service Greeting of guests Promoting facilities and services Guest Expectations Guest reaction to poor customer service Guidelines for superior guest care Customer care in other fields and industry Improving customer care Effective Communication Range of GuestsCustomer Complaints Advantages of Complaints/Customer feedback Methods of dealing with customer related issues Range of customer complaints
  • 6.  Common Guest Complaints Methods to satisfy irate guests Guest Complaints Procedure Written complaints Documenting Complaints Complaint Follow Up Action Do’s and Don’ts of customer complaints Complaints practices Requirements for Superior Guest CareReferral of Customers/Customer Complaints Dealing directly with guests Referring Guests Complaints occurring outside work area or authority