We are experts in hotel and restaurant staff training. Our hospitality training courses will ensure that your staff delivers the best and unparalleled service. Contact us on 082 765 9238 or email samhospitality@yahoo.co.za for more information on our short courses. We travel to Companies, Hotels, Resorts, Lodges and Restaurants around South Africa, Botswana, Lesotho, Swaziland, Mozambique, Zimbabwe, Zambia, Malawi, Namibia, Angola, Tanzania, Mauritius and Seychelles to facilitate in house/ onsite training!!!

1. 30381 Sigalo Street
Daveyton Ext. 2
Benoni, 1520
South Africa
082 765 9238
samhospitality@yahoo.co.za
www.samhospitality.wozaonline.co.za
Supervisors Short Programmes for Hotels, Restaurants, Lodges, etc
We are pleased to present our supervisors training programmes as follows:
RECEIPT AND STORAGE OF GOODS - 5 DAY PROGRAMME - R3 750
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

2. 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
Effective Work Practices
 Lead Times from Suppliers
 Effective & Efficient Work Practices
HEALTH, SAFETY AND SECURITY - 3 DAY PROGRAMME - R2 250
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

3. MAINTAINING THE FRONT OFFICE SERVICE - 3 DAY PROGRAMME - R2 250
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 - R2 250
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
Maintaining effective channels of communication
 What are channels of communication?
 Improving Internal Communication
 Communicating with your supervisor
 Organisation charts

4. 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 - R2 250
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)
 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

5.  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 - R1 500
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
 Co-ordinate Group Departures
 Communication difficulties
 Special Needs
Requests for additional services
 Requests for additional services
 The Chauffeur Service

6.  Valet parking service
Unexpected situations
 Accidents / Injuries
 Insufficient Portering Staff
 Late tour bus
AUDIT FINANCIAL PROCEDURES AND CONDUCT NIGHT AUDIT - 5 DAY
PROGRAMME - R3 750
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
 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

7. MAINTAIN A SECURE WORKING ENVIRONMENT - 1 DAY PROGRAMME - R750
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
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

8.  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