Hospitality training

Hospitality trainingHospitality Training

At Your Service: Delivering a Five-Star Customer Experience

Course Outcomes

This hospitality course will:

Discuss best practices for delivering first-rate customer service, and provide a forum for articulating standards specific to the organization. Give guidance regarding professional appearance. Suggest language for welcoming guests, interacting professionally, and closing conversations. Explain service body language and what is appropriate. Review service recovery tactics. Offer suggestions for managing stress.

Available Formats

One-Day Course Two-Day Course

Course Overview

To employees it's a workplace. To patrons, guests, visitors, and diners, it's everything from a place to rest their heads while making a long trip to a temporary home during a much-longed-for vacation. While serving the public can be difficult, doing so in the hospitality industry carries its own set of challenges. This course is designed specifically for those who work in hotels, motels, resorts, clubs, bars, and restaurants. Besides learning how to deliver exceptional customer service, participants will also gain valuable skills for reducing stress while they deal with even the most demanding customers.

Program Objectives

At the program's conclusion, participants should be able to:

The following outline highlights some of the course's key learning points. As part of your training program, we will modify content as needed to meet your business objectives. Upon request, we will provide you with a copy of the participant materials prior to the session(s).

Welcome to the kennedy training network

Welcome to the kennedy training networkWelcome to The Kennedy Training Network

Welcome to The Kennedy Training Network, the lodging industry's best source for hotel training programs and services in topic areas of hotel reservations sales. hospitality and guest service excellence. front desk profit optimization. upselling, and hotel sales department training. Launched in 2006, KTN's roots run even deeper in hotel training.

KTN's President, Doug Kennedy, has been creating and delivering customized hotel sales, hospitality and reservations sales training for the lodging industry for over two decades. Doug is also well known as a keynote conference speaker for hotel brands, management companies and associations.

KTN is a leading provider of hotel telephone mystery shopping. offering reservations mystery shopping, hotel sales mystery shopping, and telephone hospitality assessments.

Hotel Training Programs

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Hospitality service training

Hospitality service trainingHospitality Service Training

For Resorts, Hotels, Private Clubs, Golf & Tennis Clubs, Restaurants, and Restaurant Openings and Renovations.

Highly successful service cultures do not just materialize; they are intentionally and systematically created! Charles Anderson and the Consultants and Trainers of Service Culture International (SCI) specialize in the facilitation of rich, customized Service Cultures. Through consultation, development, motivational and training methodologies SCI has customized curricula that have appropriately identified and branded the “Relationship of Service” in fine hospitality venues around the world.

Our Hospitality Service Culture Development Series is a three-part program, which creates the perfect canvas for a brilliant business opening, regional opening, or concept change, and the ideal accompaniment to further technical skill training. We find that during the workshop, which fosters a strong sense of dedication and belonging, service professionals take ownership of the service experience. Participants in our workshop walk away with a true understanding as to why continued service training is imperative to their own success and to the success of the organization. Each service professional understands their specific role and importance in the professional family, which creates a fertile ground for the development of dedicated iconic team members.

The consultants and trainers at Service Culture International believe in the values of Servant Leadership and uphold the standard that the front line service professional must be educated, supported and empowered to create a rich service culture, fulfilling service relationships, a profound organizational image, lasting memories, and return clients.

“Great service cultures celebrate genuine relationship, product knowledge, gentle authority, service customization, guest community development and guest experience and memory creation.”

Each Guest Service Professional participates in SCI’s Service Culture Development Series, which includes;

Part 1 – The Art of Service:

An interactive intensive in Service (4 Hours)

Professional Etiquette, Professional Presence, Communication (Verbal Skills and Body Language), Movement and Posture, Focus and Purpose, and Eye Contact

Introduction to the Service Culture Statement

Acting vs. Genuine Relationship

The Responsibility of the Service Professional

The Guest: Understanding Who We Serve

Guest Expectations: The Service Experience and Creating a Community

The Golden Rule vs. The Platinum Rule of Service

Defining Service

Introduction to Embracing Service

Balancing the Relationship between the Giver and Receiver of Service

The Art Form of Service: Attention to Detail, Presence, The Art of Listening, and Being on Another’s Agenda

Part 2 Service Culture Statement Development:

All profound service experiences require a vision! (4 Hours)

As a group we develop the Service Culture Statement. This customized statement is based on the appropriate “Relationship of Service” between the Service Professional and the Guest. This statement is derived from;

Desired and Perceived Market

Guest Expectations

Guest Needs and Desires

Corporate Culture and Traditions

Employee Base, Facilities and Service Flow, and

Geographic Region; Local Culture and History, Traditions and Customs

The feeling and look of the desired “Relationships of Service” are envisioned and solidified. The “Service Culture Statement” uniquely brands the “Hospitality Service Style” and ultimately creates a thriving “Service Culture”.

Again, the Service Culture Statement must be appropriate to the specific hospitality service venue and will contain;

a segment based on the venues specific history, culture and environment,

a segment based on the venues specific relationship of service, and

a segment based on the uniqueness of the venue’s specific hospitality product and experience.

Part 3 Embracing Service

(4-8 Hours, based on group size)

Each participant is requested to individually express to the group why they consciously chose to serve at this level based on:

Past or Current Mentors

Life Experiences

Values and Lifestyle Goals

Family Tree

Motivation: Money, Sophistication, the Need to make a Difference and,

Intellectual Growth

We then as a professional group discuss the Personal Presentation and Service Style of the participant and how their presentation complements the newly created Service Culture Statement. Next, the participant completes the Team Skills and Knowledge Assessment followed by a brief group discussion. We discover how to “staff our weaker side” by incorporating the skills and knowledge of our fellow Service Professionals. Leadership discovers where to focus technical skill training and how best to further develop the team’s overall skill sets and knowledge base.

Critical Path Development

180 day critical path detailing each step to a successful opening.

Assist / Advise in creating the 1st Year Operating Budget

Recruiting Advisement

Evaluation of Technical Skill & Proficiency

Man Power Plan / FTE

Scheduling

Develop & Implement Staff Training Plan

Menu Development

Vendor & Product Selection

P. O.S. Template Set Up

Develop / Set Up Systems & Pars that reflect an efficient flow of service

Create a Comprehensive Punch List

Policies & Procedures Development

This handbook provides each staff member a guide to understanding the Resort’s culture and expectations set forth in resort policies & procedures regarding:

Uniform & Grooming Standards

Human Resource (Introductory period, payroll, breaks, meal periods, parking, attendance & scheduling)

Coaching & Counseling Process

Safety & Security

Health & Sanitation

Hazardous Communication

Harassment and Non Discrimination Policy

Standards of Conduct

Open Door Policy

Drug Testing

Employee Benefits

Checklist & Validation Quiz

Acknowledgement of Receipt

Service Deliver & Training Plan

Job Description

Training Plan

Uniform Standards

Step by Step Technical Job Specifics

Customized Dictionary (Including Phonetic spelling for easy pronunciation)

Validation Checklist

Job Skill Quizzes

“Good enough is the enemy of excellence.”

Culinary Heart of House Development

Menu Vision & Development

Kitchen Design

Service Flow

Product Knowledge Pictorial & Training

Customized Service Management Tools

Communication Logs

Daily Action Card

Opening & Closing Checklist

Customized Food & Beverage Inventories

Staff Performance Review Form

Management Performance Review Form

Corrective Action Form

Employee Schedules

Cleaning Schedules

Cleaning Checklist

Banquet Event Orders

Golf Outing Contracts

Golf Lesson Logs

Membership Profiles

“Efficiency is doing things right. Effectiveness is doing the right things.”

Leadership & Career Development

Education & Workshops

Interviewing & Hiring

Conducting Orientation

Coaching & Counseling

Train The Trainer

Running Quality Shifts

Understanding & Impacting Financials

Career Path Development

Interim Management Service

Management vacancies can cripple an operation. Having a qualified temporary replacement who reflects the facilities culture and upholds the standards in the daily operation can make the transition seamless.

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We Take Projects of Any Size

As you can see from our list of clients, Indonesia Trading works together with big companies in the hospitality and retail industry. But we also serve much smaller firms and individuals, helping them to make their projects come true.

Suppling hotels, resorts, restaurants and shops is as much fun to us as producing individual pieces of furniture or furnishing a whole house including building materials, garden decoration, indoor furniture, garden furniture and tableware.

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Our services include: suggestions regarding product selection and specifications, production and shipment of samples, co-ordination of work-flow, quality control (from the selection of raw materials until packaging), and finally, shipping.

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​Given at the Bank of England Open Forum, Guildhall, London

Thank you, Lord Mayor for your extraordinary service this past year and for your gracious hospitality today.

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In a building that started its life in 1411 as “a little cottage”. [1]

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Livery companies and businesses,

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As every quarter Forex Magnates is conducting its retail forex market volume survey as part of the Quarterly Forex Industry Report. Below is an excerpt of survey which shows that outside Japan volumes have grown by 5.1% while including Japan they dropped 2.9%. Global retail forex volume is now $219 Billion daily and $4824 Billion monthly.

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