Sam Hospitality Academy - Hospitality Training In South Africa
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Sam Hospitality Academy - Hospitality Training In South Africa



We offer exciting short courses to waiters, bar staff, banqueting staff, wedding staff, housekeeping staff, restaurant waitrons, food and beverage stock controllers, front office receptionists, ...

We offer exciting short courses to waiters, bar staff, banqueting staff, wedding staff, housekeeping staff, restaurant waitrons, food and beverage stock controllers, front office receptionists, supervisors, room attendants, cleaners, etc.

Our training programs are designed for any hotel, lodge, restaurant, boutique hotel, guesthouse, hospital, etc, in South Africa, Lesotho, Swaziland and other neighbouring countries.

We offer onsite training in Gauteng, Kwazulu Natal, Mpumalanga, Eastern Cape, Western Cape, Northern Cape, Free State, North-West, Limpopo, Maseru, Ezulwini, Mbabane, Manzini, Big Bend, Mhlume, etc.

Contact us on or call Samkeliso on 082 765 9238 to discuss your staff or employees training needs.

For more information, visit our website:



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Sam Hospitality Academy - Hospitality Training In South Africa Document Transcript

  • 1. 30381 Sigalo Street Daveyton Ext. 2 Benoni, 1520 South Africa 082 765 9238 COMPANY PROFILE WHO WE ARE Sam Hospitality Academy is a well-established and well-known provider which delivers high quality advice, training and assessment to the hospitality industry. We run onsite courses which enable people to build their foundations in the sector, update their skills and increase their expertise within the hospitality world. Operating since 2011 in South Africa, Sam Hospitality Academy is dedicated to providing personal, professional and quality training and support to every level of the hospitality sector. Our training programmes are designed to build competence, awareness and help people master new skills. We train waitrons, hotel front desk receptionists, housekeepers, bartenders and cleaners for any establishment. Be it a 3 to 5 Star Hotel, Resort, Lodge, Conference Venue, Boutique Hotel, Guesthouse or Restaurant, we promise to deliver the best training for your staff. ON-SITE TRAIN ING – AT YOUR LOCATION With on-site training from Sam Hospitality, you can train several people in the same technology/course, or you can customize your training for a non-standard technology/course deployment. There’s no need to travel for the training you need. Our on-site training option brings affordable and amazing training to your site or a convenient nearby location. On-site training saves money by eliminating travel and hotel expenses. You also enjoy greater flexibility and more control, factors that can provide stronger results.
  • 2. WE GUARANTEE THAT WE WILL SA VE YOU MONEY Onsite training provides significant cost savings as we bring the training to you so there are no travel, accommodation or car hire expenses for your course participants. OUR APPROACH TO ON-SITE TRAINING We are confident that our training is of superior quality and we commit that we will not just train your staff, but also monitor the effect of our training. 1. Identifying your training needs First and foremost, we need to understand your business and how it operates. We discuss with each company management to identify a programme which will best achieve each company’s objectives. 2. The Training, Training Venue and Time We will deliver training at your designated venue, at an agreed timeframe. Cumstomised training material is developed to the client’s specifications and needs. All in-class training can be done on-site and most practicals can be done in the comfort of the learners’ environment. 3. Post-Training Feedback We require feedback from line managers, supervisors, etc post our training, to evaluate our standards and the quality and effect of our training. 4. Post-Training Support and Follow-up It is vital that the training programme should be able to show a significant return on investment, whether it be increased performance, profitability, customer satisfaction or improved efficiency. To facilitate this we provide support based on the training done, to the establishment and employees post the training and within a period of 12 months. If suggested by the Management, we offer a free 1-day refresher course. 5. Affordability We guarantee that on-site training will save you costs. We have recognized that that the need for training in South Africa is hindered by the travelling and accommodation costs incurred by companies when groups of staff need to attend training. ARE YO U LOOKING FOR A TRAINING C OM PANY FOR YOU R STAFF? Our training can be as short as 1 day and as long as 10 days. Depending on what you and your company would like to achieve. Are you looking for a company to train your staff? Then speak to us. We are always ready to assist you. Just call us or email your specifications. We guarantee a 24-hour turnaround.
  • 3. OUR TRAINING PRO GRAMMES Waitrons Short Programmes for Hotels, Restaurants, Lodges, etc We are pleased to present our waitrons training programmes as follows: PREPARE AND CLEAR AREAS FOR TABLE SERVICE - 2 DAY PROGRAMME This 2 day programme includes the following: Preparing and Clearing Areas for Table Service • • • • Ensuring that linen and service items are ready for service Linen Service items and equipment Common Napkin Folds • Preparing and storing condiments and accompaniments • • • • Salt and Pepper Butter Sauces and dressings Sugar and sweeteners Making sure that refuse and waste containers are clean Make sure that dining furniture is ready for food service • • Restaurant layout Chairs and tables Types of service • • Restaurant service Functions and banquets Laying table settings correctly for food service • • • • Type of table setting Setting the table d'hôte Setting the banquet cover Setting the á la carte cover
  • 4. Making sure that menus are ready for customer use Working in an organised and efficient manner Clearing, cleaning and storing service items and equipment • • Clearing service equipment Turning off equipment Preparing linen for dispatch to laundry or storage Storing food items, condiments and accompaniments Disposing of rubbish and waste food Cleaning and storing service items and equipment • • • China Cutlery Glassware Leaving dining and service areas clean and tidy • • • Dining area Service areas Cleaning dining and service areas PROVIDE A TABLE SERVICE - 2 DAY PROGRAMME This 2 day programme consists of the following: • • • • • • • • • • • The 9 steps to success at table service Greeting and dealing with customers in a polite and friendly mannerError! Bookmark not defined. Identifying customers needs and requirements Customers with bookings Customers without bookings Escorting customers to an appropriate table or waiting area Opening the customers napkin Presenting menus to customers Providing accurate information on individual dishes Translating the menus Politely guiding customers to an appropriate choice
  • 5. • • • • • • • • • • • • • • • • • • • • • Working in an organised and efficient manner Providing customers with the correct table items for the food to be served Adjusting the cover Using appropriate service methods to serve food Use of the service cloth Use of the underliner Use of trays or trolleys Use of service cutlery, silverware and dishes Serving customers’ orders Carrying plates Ensuring that food served is of the type, quality and quantity required Serving and arranging food Carrying out work with minimum disturbance to customers Keeping customer dining areas and service areas tidy Clearing customer tables of soiled and unrequired service items Two plate clearing method Three plate clearing method Clearing glassware Changing ashtrays Clearing condiments Crumbing down Dealing appropriately with spillages and breakages If a customer is directly affected Removing and replacing soiled table linen Maintaining sufficient stocks of clean linen, service items, condiments and accompaniments Emptying and cleaning refuse and waste containers • • • • • PROVIDE A TABLE DRINK SERVICE - 1 DAY PROGRAMME This 1 day programme consists of the following: • • • • • • • • Develop efficient and organised work habits Age limits Bring your own (BYO) Intoxicated persons Provide customers with accurate information on drinks Suggestive selling Promote drinks at appropriate times Correct order taking
  • 6. • • • • • • • • • • Serve drinks Serving wine Presenting the wine Opening and pouring the wine Champagne and other sparkling wine Presenting Opening and pouring Serving coffee and tea Coffee Serving tea Service equipment • LAYOUT, SERVICES AND FACILITIES - 1 DAY PROGRAMME This programme consists of the following: • • • • • • • Organisational Layout Facilities and Services Departments New Staff Product knowledge and Customer Service Product Knowledge Professional Conduct Customer Service Selling Services • • PREPARE, SERVICE AND CLEAR FUNCTION ROOMS - 4 DAY PROGRAMME This programme consists of the following: Setting Up a Function Room • • Function Sheet Set Up Rooms Replenishing Function Rooms
  • 7. • • • • Inspect Rooms Equipment Inspections Range of Equipment Table Settings Types of Room and Venue Set Ups • • • • • • Venues Cinema Style Classroom Boardroom Hollow Square U-Shaped Clearing UP • • Checking and Storing Equipment Transporting Equipment Customer Service • • • Dealing with Customers in a Polite Manner Time Limits Working in an Organised Manner Security and General Housekeeping • • • Securing and Locking Rooms Cleaning and Preparing Rooms Environmental Control Systems Unexpected Situations • Unexpected Situations RESTAURANT SKILLS PART 1 - 2 DAY PROGRAMME This course is designed to give you a basic understanding of what is required of you, as a waitron. Also we will examine the different equipment that is used for food service. This course is linked to Restaurant
  • 8. Skills – Part 2, where the main focus is service skills and procedures. The course includes the following: • • • • • • • • • • • Essential Requirements Dress and Appearance Compliments and Complaints Knowledge of Your Work Ten Golden Rules Service In General Preparing For Service The Waitron’s Approach Explanation of a “Cover” Selling Basic Restaurant Equipment RESTAURANT SKILLS PART 2 - 2 DAY PROGRAMME During the second part of the Restaurant Skills course, we examine the procedures and standards required for the successful running of a food service operation. This course contains the following: • • • • • • • • • • • • Laying Tables and Covers Carrying The Sideboard Basic Rules Serving the Courses Different Types of Restaurant Service Crumbing Down Changing an Ashtray A to Z Tea & Coffee Service Procedure Relaying Tables Restaurant Station Clearing Procedures Menu’s BEVERAGE PRODUCT KNOWLEDGE COURSE - 3 DAY PROGRAMME
  • 9. It is very important for staff to have knowledge of the products available in a beverage outlet. Good Product Knowledge is the key to correct service in a beverage outlet. To help you remember the many products for beverage service, it is best to divide different products into separate groups. Obviously it is impossible to list every single brand available, so only a few examples are given for each group. If you are unsure about a certain item, ask the Food & Beverage Management as they are there to help you. The course includes the following: • • • • • • • • • • Basic Spirits Pouring Brands Other Spirits Vermouth Aperitifs Digestives Sherry/ Port Local/ Imported Liqueurs Beer/ Cider Alcohpops Minerals/ Other Minerals/ Mixers Juices Cordials Mineral Water Syrup & Bitters Energy Drinks • • • • • • SOUTH AFRICAN WINES & SERVICE - 3 DAY PROGRAMME - R2 250 The subject of Wines is very interesting, and this course is designed to give you a basic understanding of Wines and Service. It is also possible to study for many years to get a Diploma in Wines, or become a Wine Master. The Wines & Service course contains the following: • • • • • • • • • • Wine – How is it made Blending and Maturation Shelf-life for Wines Cultivars SA Wine Styles Sugar or Sweetness In SA Wines South African Wine Producers and Champagne Wine Legislation SA Wine Competitions, Challenges & Awards Storage and Glasses
  • 10. • • • • • • • Serving Temperatures Wine Tasting Terms Climate The Vine and Its Environment Wine Service Procedure Wines and Food Pairing Wines and Cheese PREPARE AND CLEAR AREAS FOR ROOM SERVICE - 1 DAY PROGRAMME This 1 Day programme consists of: • • • • • • • • • • • • • • Clean and maintain service areas and equipment Service Equipment Cleaning Service Areas And Equipment Maintaining Service Equipment Care Of Cleaning Equipment Clean and maintain dining and service items Prepare and store condiments and accompaniments Clean and prepare refuse and waste food containers Correctly dispose of refuse and food Prepare and dispose of used and dirty table and service linen Clean and prepare service areas and equipment for the next shift Reporting unexpected situations Working in an efficient and organised way Working in an efficient and organised way Time management routines • PROVIDE A SILVER SERVICE - 1 DAY PROGRAMME - R750 This 1 Day programme consists of the following: • Develop efficient and organised work habits Getting Ready for service Service items and equipment • • Service cloths and other linen Meeting customer requirements Food service
  • 11. • • • • • • • • • • Types of food Using service cutlery Service procedure Placing the plates Portioning Presenting the food Serving the food Serving the soup Surplus food and used equipment Clearing finished courses Clearing side plates Clearing soup bowls and underplates Clearing the table • • • PREPARE AND CLEAR AREAS FOR COUNTER SERVICE - 1 DAY PROGRAMME This 1 Day programme consists of the following: • • • • • • • • • • • • • • • • • Clean counter areas and service equipment Service equipment Maintaining service equipment Care of cleaning equipment Clean, maintain and position dining furniture for service Cleaning Clean and maintain dining items Store and display food and drinks Promoting sales Prepare and display condiments and accompaniments Clean and check menus Dispose of refuse, waste food and used disposables Clean and prepare refuse and waste food containers Assemble and store dining items, condiments and accompaniments Clean and prepare service areas and equipment Reporting unexpected situations Working in an efficient, organised way Front Desk Receptionists Short Programmes for Hotels, Lodges, Boutique Hotels, etc We are pleased to present our Front line training programmes as follows:
  • 12. MAINTAIN A BOOKING SYSTEM - 1-DAY PROGRAMME This 1 - Day training programme consists of: Customer Service • • • • Efficiency Accurate Information Customer Expectations Range of Customers Services and Facilities • • • Promotion of Services and Facilities Range of Services and Facilities Alternative Facilities Booking Processes • • • • Range of Bookings Confirmation of Bookings Range of Records Informing Other Departments Amendments and Challenges • • Range of Booking Amendments Range of System Failure DEALING WITH THE ARRIVAL OF CUSTOMERS – 1 DAY PROGRAMME This programme consists of the following: Preparation for Guest Arrival • • • • Customer Needs Preparation of Guest Documentation Special Requests / Requirements Interdepartmental Communication
  • 13. Check-In Processes • • • • • • • • Registration Customer Arrival Promoting Product Services Customers without advance reservations Special circumstances Importance of Accuracy Methods of Payment Completion of Registration Process Unexpected situations • • Unexpected situations regarding customers Unexpected situations regarding systems ARRIVAL AND DEPARTURE OF GUESTS - 1 DAY PROGRAMME This 1 - day programme consists of the following: Preparation and Schedules • • Prepare for Guest Arrivals/ Departures Daily Schedule Greet Guests • • • • Effective Communication Body Language Welcoming Guests Departure Procedures Parking and Luggage • • • Parking Lifting Luggage Transporting Luggage Facilities and Services
  • 14. • • • Facilities Mobility Difficulties Additional Services Complaints and Incidents • • Range of Incidents Customer Complaints CUSTOMER INFORMATION AND SERVICES - 1 DAY PROGRAMME This 1-day programme consists of the following: Customer Care • • Effective Customer Care Efficient Work Practices Customer Information • • • • • • • Accurate Information General Knowledge Customer Needs Sources of Information Maintaining Information Displays Handling Information Requests Range of Information External Services • • • • • Contacting Service Providers Booking External Services Transport Services Restaurant Reservations Delivering Items Unexpected Situations • Range of Unexpected Situations CULTURAL AWARENESS IN DEALING WITH CUSTOMERS AND COLLEAGUES -
  • 15. 1 DAY PROGRAMME This programme consists of the following: 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 Elements The Culture and Customs of South Africa’s Main Population Groups • • • African Culture Western Culture Asian Culture South Africa’s Main International Tourist Groups • • • • • Consequences of Cultural Diversity Preventing Cultural Misunderstandings Resolving Cultural Problems Cultural Differences Learning to Value Cultural Differences VERBAL COMMUNICATIONS - 1 DAY PROGRAMME This 1 Day Programme consists of: Effective Verbal Communication • • • • Effective Communication Types of Verbal Communication Communication Context Improving Communication Communication Barriers • • Communication Barriers Cultural Differences
  • 16. • • • Stereotypes Educational Differences Voice and Articulation Situations and Challenges • Range of Situations HANDLE MAIL AND WRITTEN COMMUNICATION - 1 DAY PROGRAMME This 1 day programme consists of: • • • • • Handling Mail and Messages Handling Written Communication Handling Written Communication Delivering Items to a Guest Room Prevention of Unauthorised Access Efficiency • Organisational Requirements Situations and Challenges • • Uncollected Items Reporting Suspicious Items PROVIDE A CUSTOMER SERVICE - 2 DAY PROGRAMME Importance 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
  • 17. • Personal development Customer 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 Guests Customer Complaints • • • • • • • • • • • Advantages of Complaints/Customer feedback Methods of dealing with customer related issues Range of customer complaints 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 Care • Referral of Customers/Customer Complaints • • • Dealing directly with guests Referring Guests Complaints occurring outside work area or authority Bartenders Short Programmes for Hotels, Bars, Lounges, etc We are pleased to present our bartenders training programmes as follows: PREPARE AND CLEAR AREAS FOR DRINKS SERVICE - 1 DAY PROGRAMME
  • 18. This 1-day programme consists of the following: • • • • • • • • • • • • Preparing for service Bar Preparation Checklist Public Area Preparation Checklist Checking the equipment Restocking the bar Rotating stock Stock take Preparing garnishes Examples of garnishes Handling garnishes Glassware Glass storage Check environmental control systems • PROVIDE A DRINKS SERVICE FOR LICENCED PREMISES - 1 DAY PROGRAMME This 1 day programme consists of the following: Introduction Develop efficient and organised work habits Customer relations • • • • A smile goes a long way! Service times Age limits Intoxicated persons Inform Customers accurately about beverages available • Suggestive selling Drinks are promoted to customers at appropriate times Order taking Stocks and accompaniments for drink service • Maintain stocks and accompaniments at appropriate levels
  • 19. • Storing, arranging and rotating stocks and accompaniments Dispensing drinks correctly with accompaniments • • • • • • • • • Beer Bottled Beer Pouring bottled beer Draught beer Cider (draught and bottled) Wine by the glass Spirits Soft drinks Hot drinks Handling waste • • • Waste drinks Refuse and waste containers Maintaining customer service areas PROVIDE A TABLE DRINK SERVICE - 1 DAY PROGRAMME - R750 This 1 day programme consists of the following: • • • • • • • • • • • • • • • • • Develop efficient and organised work habits Age limits Bring your own (BYO) Intoxicated persons Provide customers with accurate information on drinks Suggestive selling Promote drinks at appropriate times Correct order takingServe drinks Serving wine Presenting the wine Opening and pouring the wine Champagne and other sparkling wine Presenting Opening and pouring Serving coffee and tea Coffee Serving tea
  • 20. • Service equipment CLEAN AND STORE GLASSWARE - 1 DAY PROGRAMME This 1 Day Programme consist of the following: Using machinery and equipment • • • • • • • • • Before using machines After Using Machines Or Equipment Cleaning Materials Disposing Of Waste or Dirty Water Cleaning the glassware Glasses Hand washing Machine washing Drying Ashtrays • Health, Safety and Hygiene Principles • • • Storing glassware Glasses Ashtrays Chipped Or Broken Glassware • • • • Disposing of broken glassware Dealing with unexpected situations Accidents Or Injury Work Area Obstructions Equipment Failure • • Shortages Or Lack Of Equipment Meeting schedules and organisational requirements PREPARE AND SERVE COCKTAILS - 1 DAY PROGRAMME This 1 day programme consists of:
  • 21. Attending to customers without unnecessary delay • • • • • • Stages of intoxication Providing customers with accurate information on cocktails Promoting cocktails to customers Identifying customer requirements Preparing and serving cocktails Blend Shake and strain Stir and strain Build Spirit based cocktails Non alcoholic cocktails Measures • • • • • • Using the correct equipment and accompaniments to serve cocktails • • • Tips for successful cocktail mixing Disposables used in cocktail service Tips for preparing and serving cocktails Housekeeping Short Programmes for Hotels, Resorts, Lodge, Guesthouses, etc We are pleased to present our housekeeping training programmes as follows: PREPARE BEDS AND LINEN COVERINGS - 1 DAY TRAINING PROGRAMME This 1 day programme includes: • • • Prepare Beds and Handle Linen and Bed Coverings Remove all Bed Coverings from Beds Handle Soiled and Unsoiled Linen and Bed Coverings Collect Linen • • • • • • Collect Clean Linen and Bed Coverings Housekeeping Trolleys, Carts, Baskets and Bags Secure Linen Storerooms Mattress, Bed Base and Headboards Turning the Mattress Bed Base, Headboard and Bed Coverings
  • 22. • • Bed Making Procedures Bed Making Procedures Customers • • • • • • • • • Dealing with Customers Dealing with Customer Property Turn Down Service Turn Down Service Efficiency Organisational Requirements Situations and Challenges Incorrect Linen Issue Situations and Challenges Theft Torn sheets or bed coverings • • SERVICE GUEST BEDROOMS AREAS - 1 - DAY TRAINING PROGRAMME This 1 day programme consists of: • • • • • • • • • • • Service Guest Bedroom Areas Preparing to Service Guest Bedrooms Cleaning Materials Entering the Guest Bedroom Prepare Areas and Surfaces for Cleaning Cleaning Guest Bedroom Areas Cleaning Guest Departure Bedroom Cleaning Stayover Rooms Cleaning Unoccupied Rooms Turndown Service: Cleaning of Guest Bathrooms Service Guest Bedroom Areas • • • • • • Cleaning of Surfaces Service Guest Bedroom Areas Replenishing Guest Supplies/Complimentary Items Complete the Cleaning of the Guest Bedroom Area Check and Maintain Environmental Control Systems Clean and Store Cleaning Equipment and Materials
  • 23. • Clean and store cleaning equipment and materials, continued Efficiency • • Organisational Requirements Situations and Challenges Situations and Challenges • • • • • Unexpected Situations Missing or Damaged Property Extra Guests in the Room Situations and Challenges Cleaning a Guest Room in any Public Area MAINTAIN HOUSEKEEPING SUPPLIES - 1 DAY PROGRAMME - R750 This one day programme consists of: General Information • • • • • Receiving Areas Deliveries Handling and Transporting Items Lifting Heavy or Bulky items Using Trolleys Safe Handling of Chemicals, Equipment and Machinery • • • • • • • • • Storage Areas Maintain Storage Areas Maintain Storage Conditions Storage of Housekeeping Supplies Securing Storage Areas Stock Control and Stock Records Reporting Low Stock Levels Stock Rotation Pest Control Efficiency • • • • Organised and Efficient Work Situations and Challenges Delivery not Received Delivery Damaged during Transportation to Storeroom
  • 24. • • Accidents Adapting Performance PROVIDE A HOUSEKEEPING WITHIN A DESIGNATED AREA OF WORK - 2 DAYS - R1 500 This 2 Day programme consists of: General Information • • Check Daily Room Allocations and Prioritise Work Check Trolleys, Machinery, Cleaning Equipment and Agents Inspect Completed Work • • • Secure Designated Areas from Unauthorised Access Communicate Important Information Report Unresolved Faults or Problems Efficiency • • • • • • Work in an Organised and Efficient Manner Dealing with Customers Situations and Challenges Unauthorised Access to Storage Areas Staff not arriving as per work schedule Unusual guest requests Pest Infestation Housekeeping in a five star hotel/small country guesthouse • • MAINTAIN A CLEAN LINEN SUPPLY - 1 DAY PROGRAMME This 1 day programme consists of: General Information • • • • • • • • Organising the Linen Cycle Receiving Linen Transporting of Clean Linen to Storage Area Quality Control Keeping Receiving and Storage Areas Clean and Tidy Storage Conditions Secure Receiving and Storage Areas Stock Rotation
  • 25. Issuing Correct Type, Quantity and Quality of Linen • • Maintaining Complete and Accurate Records Reporting Signs of Pest Infestation Efficiency Situations and Challenges • • • Incorrect Deliveries Received Back Injury when Lifting a Heavy Load Adapt Performance for a 5 star Hotel or Guest House STORE AND HANDLE PROPERTY - 1 DAY PROGRAMME This 1 Day programme consists of: • • • • • Storage and Customer Service Storage of Customer and Establishment Property Customer Service Clean Storage Areas Unauthorised Access Records • • Accurate Records Safety Deposit Record Procedures Lifting and Securing Luggage • • • Lifting Luggage Lifting Methods Improving Security Range of Problems • • Reporting of Problem Situations Range of Problems Short Training Programmes for Hotels, Restaurants, Lodges, Supervisors We are pleased to present our supervisors training programmes as follows:
  • 26. RECEIPT AND STORAGE OF GOODS - 5 DAY PROGRAMME This 5 day programme consists of: Receiving Goods • • • • • • • • Maintaining Hygiene Standards Security Maintenance Quality Control Preparing the Receiving Area Product Specifications Returning Goods Transfer Goods to Storage Containers Transfer of Goods to Storage Area Storing Goods • • • • • • • • • • • • Maintain Storage Facilities Handling Hazardous Goods Handling Goods Procedures Handling Non Hazardous Goods Handling Perishable Goods Handling Non Perishable Goods Maintaining Storage Conditions Dry Goods Storage Conditions Refrigeration Storage Conditions Freezer Storage Conditions Stock Rotation Quality Checks Stock Control • • • • • • • • • Out of Stock Items Reconciling Stock Stock Reconciliation Types of Documentation Requisition & Issuing of Stock Stock Taking Damaged Stock Transfers Passes Sell-By Date & Written off Stock
  • 27. Effective Work Practices • • Lead Times from Suppliers Effective & Efficient Work Practices HEALTH, SAFETY AND SECURITY - 3 DAY PROGRAMME This 3 day programme consists of the following: Security and Safety Procedures • • • • • • • • Prevention and Procedures to Safely deal with Emergency Fire Exits Preparation for Fire Emergency Procedures in the event of a Fire Emergency Fire Equipment Emergency Safety Signs Access Control Procedures First Aid Procedures Problems and Solutions • • • Hazardous Situations Communicating Information to Staff Safety Regulations Conducting Inspections • • Importance of Inspections Potential Problems Emergency Numbers • • • Security and Safety Numbers Health Services Internal Services
  • 28. MAINTAINING THE FRONT OFFICE SERVICE - 3 DAY PROGRAMME This 3 Day programme consists of the following: Managing Front Office Resources • • • Managing Equipment and Stationery Managing Time Monitoring Appearance Service Quality • • • • • • Monitor the Operation of Systems Keeping staff informed Monitor the Performance of Staff Formal Service Quality Systems Informal Service Quality Systems Handling quality problems Communication • • • • • Forecasts and Objectives Communicating changes Obtaining and circulating information Maximising efficiency with communication Recording of information communicated Control Systems in Front Office • • • Minimise disruptions to Service Staffing problems Equipment problems MAINTAINING EFFECTIVE WORKING RELATIONSHIPS WITH OTHER STAFF MEMBERS - 3 DAY PROGRAMME This 3 Day programme includes the following: • Maintaining effective working relationships with other staff members The importance of maintaining effective working relationships • Maintaining effective working relationships
  • 29. Maintaining effective channels of communication • • • • What are channels of communication? Improving Internal Communication Communicating with your supervisor Organisation charts Dealing with other staff members • • • Dealing with staff in a polite and friendly manner Dealing with individual characters Effective communication with staff Welcoming new staff • Dealing with conflict situations • • • • • • • What is conflict? Causes of Conflict Conflict Management Styles Conflict Management Tools The Outcomes of Conflict Conflict Resolution Methods of Conflict Resolution Fulfilling areas of responsibility • • • Prioritising work Dealing with obstructions and interruptions Dealing with difficulties MONITORING CUSTOMER SATISFACTION - 3 DAY PROGRAMME This 3 day programme contains the following: Customer Satisfaction and Communication • • • • Cultural Consideration Interpersonal Skills Building a Rapport and Relationship with Customers Establishing a Professional Rapport & Relationship With Colleagues & Internal Customers (suppliers)
  • 30. • • • • Supporting Subordinates Monitoring Customer Satisfaction Customer Feedback Effective Survey Techniques Customer and Requests • • • • • • • • Customer Requirements Providing Information Directions Travel Information Guest Services Telephone Number Information, Policy and Practice Referring Requests Outside Your own Area of Responsibility Following Up Requests Problems with Meeting Guest Requirements • • Common Complaints and Appropriate Action • • • • • • • • • • • • • Evaluating/Dealing with Complaints Dealing with Customer Complaints Effectively Identifying the Nature of the Complaint or Incident Reassuring the Guest Tools for effective Negotiation and Communication Heat Approach Customer Complaints Procedure Product and Service Complaints Complaints – Environment Complaints Personal Complaints Written Complaints Documenting Complaints and Giving Feedback Efficient Work Practices Promoting Products • • Products and Services Promoting Product Services CO-ORDINATE THE GREETING AND ASSISTING OF GUESTS ON ARRIVAL AND DEPARTURE - 2 DAY PROGRAMME
  • 31. This programme consists of the following: Planning and Preparation • • • • • Daily Planning Task allocations Customer Satisfaction Efficient work practice Roles in the Department Arrival and Departure of Guests • • • • • • • Greeting and assisting individual arrivals Maintaining standards Greeting and assisting Group arrivals Assist with individual Departures Coordinate Group Departures Communication difficulties Special Needs Requests for additional services • • • Requests for additional services The Chauffeur Service Valet parking service Unexpected situations • • • Accidents / Injuries Insufficient Portering Staff Late tour bus AUDIT FINANCIAL PROCEDURES AND CONDUCT NIGHT AUDIT - 5 DAY PROGRAMME This 5 day programme consists of the following: Auditing and Financial Procedures • • • • • • • • Impact of Auditing on the Organisation The Night Auditor or Night Manager Daily Audits Checking and balancing transactions Petty Cash Managing a float system Banking procedures Banking of Foreign Exchange
  • 32. • • • • Speedpoint Banking Procedures Night Audit Speedpoint responsibilities Debtor’s control Identifying and resolving discrepancies Financial Reports • • • • • • • • • • • • Completing night audit/financial transactions Pit checks Using information generated by the Night Audit Financial reports accuracy and deadlines Generating reports Financial and statistical reports Month end reports Departmental report Statistical report Credit limit report Telephone calls report Commission earnings report Improving Security and Auditing Procedures • • Ways to improve security Possible improvements to auditing procedure MAINTAIN A SECURE WORKING ENVIRONMENT - 1 DAY PROGRAMME This 1 day programme contains the following: Security • • • Procedures Staff Security Maintaining a High Level of Security Unauthorised Access • • • Unauthorised Areas Demarcating Areas Storage Areas
  • 33. Violent and Dangerous Situations • • • Violent Situations Range of Violent Situations Suspicious Items SUPERVISE AND MAINTAIN BEVERAGE STORAGE - 4 DAY PROGRAMME – R3 000 This 4 day programme is ideal for supervisors and managers. It consists of: Storage and Security Procedures • • • • • • • • Storage of Stocks - Cellar Cellar Conditions Stock Rotation Handling of Wines and Drinks Storage of Stock – Dispense Bar Drinks Preparation Equipment Security Improving Security Maintenance • • • Cleaning Procedures for Cellar Inspecting Cellar Identify, Report and Solve Problems Stock Control • • • • • • • • • Importance of Stock control Organisational Procedures Par Stock Levels Calculating Stock Levels Methods of Stock Taking Time Frame for Stock Taking and Inspections Improving Sales of Slow Moving Stock Stock Catering for Functions Accurate Record Keeping Unexpected Situations • • • Dealing with Unexpected Problems Performance in Foreign Countries Prioritise, Delegate and Organise Work in the Cellar and Storage Areas Efficiently