PSMP Training Prog

7/27/2019 PSMP Training Prog

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Pri vate & Confidential

1 Futuristic Communication Management Services Sdn Bhd.

WORK BASED TRAINING proposal submitted by Ms. Florince Christy fromFuturistic Communication Management Services Sdn Bhd for Pembangunan Sumber

Manusia Berhad (PSMB) of the Ministry of Human Resources, Malaysia

Introduction.

This proposal is prepared and submitted by Ms. Florince Christy from FuturisticCommunication Management Services Sdn Bhd which is based and located at, Unit 67 FF,Block H Synergy Square, Section 65 KTLD Jalan Matang, 93050 Kuching, Sarawak.

These documents are private and confidential and not to be disclosed to any third partieswithout the written authorization of Futuristic Communication Management Services SdnBhd.

Term of Reference.

PSMB letter (Your Ref: (42)PSMB/22/1 Kulit 13) dated on 11 July 2013 invited training andservice provider to participate in PSMB programme of Work Based Training.

Company Background

Futuristic Communication Management Services Sdn Bhd (462125-T) is a registered

company under the Malaysian Company Acts 1967 and is an approved and registertraining provider under Pembangunan Sumber Manusia Berhad (No. Siri: 3187).

Course Structures

All of the programmes submitted is designed for trainee to participate in enhancing their skills while attached to any industries and also getting accredited and certified for their prior learning and experience. It has two components, which is attending lectures and seminars,whilst the other part is the attachment with any related sectors for them to learn their skillswhile working in that industry.

These skills and work based training programmes are designed for two assessment methods.The first is related to all underpinning knowledge and takes the form of written tests. Thesecan be multiple choice tests or they can take the form of short structured questions.

The second assessment method is related to practical skills that a person can demonstrate as aresult of successfully completing a programme of training. Competence checklist are used,where a list of activities that trainee must be seen to be able to do in order to be consideredcompetent in the tasks being assessed for the qualification. The checklists are written in thesame way, so that for each competence statement it is possible to say either Yes, the traineesuccessfully carried out this activity or No, the trainee has not yet achieved this standard.


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If trainee met the required criteria for successful completion, the trainee will be awarded aPASS for this particular part of the assessment. If the trainee has not met all the requir edcriteria, then the trainee is given a FAIL.


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S K I L L C E R T I F I C A T E I NT O U R I S M E N T R E P R E N E U R S H I P

Status : Skills Certificate

Code : TOU 002

Duration : 1 month

Medium of Instructions: English & Bahasa Malaysia

Introduction.

This Skill Certificate in Tourism Entrepreneurship is designed for those trainees / candidateswho have no previous experience in operating and managing a business or for thoseundergoing training or employed in the tourism and hospitality sectors. Its design is intendedto reflect both international nature of the industry and the culture-specific activities that areessential to meet customer needs. This programme will give a broad introduction to thetheoretical and practical aspects of entrepreneurship to the trainees. Upon the completion of the course, trainee will have a better understanding of the tourism industry, and will be ableto start their own business or will be able to work in the tourism industry.

Futuristic Communication Management Services Sdn Bhd required the trainee accumulatethe required hours to complete the programme and to be awarded a certificate of achievement.

Throughout the training, the emphasis is on the specialized knowledge, industry perspective, problem-solving ability, and practical skills that separate a knowledgeable, employable, promotable job candidate from someone who has merely graduated.

Course Objectives

At the completion of the programme, trainee should be able to;

Understand to components of the tourism industry. Acquire entrepreneur skills and apply it in their business operation Understand the concept of services and its important ance to customers Providing and meeting customer needs and expectation Knowing the basic requirement of business and its operation, management and

registration Market, promote and selling their products or services to customers Develop their entrepreneur skills and knowledge to make them competitive and able

to create opportunities and jobs for themselves.


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Course Contents / Syllabus.

1. Introduction to Tourism Industry2. Entrepreneurship Skills3. Professional Selling and Marketing4. Business Requirements & Commercial Skills5. Basic Business English6. Customer Service

Course Duration.

The course duration for this programme is 1 month. Each module will be allocated therequired hours of theoretical and practical aspects of the training.

Course Methodologies.

This is a very interactive programme where the trainer / facilitator and trainees areencouraged to participate actively through lectures, discussion, research and presentation,role play and demonstration, case studies and to emphasis the technical skill requirement,candidates are required to undergo in-house practical skills session, watching audio visual(video tapes or DVD) on related areas and site visit to related sectors to enhance their understanding and knowledge of tourism related businesses. Outside speakers from therelevant businesses or agencies will be invited to impart to the trainees the understanding andknowledge of various aspects of business operations, management and the legal requirements

by the various governmental agencies.

Who Should Attend

This programme is design for those who are interested in pursuing a business in tourismindustry, such as cottage and homestay operations or who want to have an understanding of the business operation, opportunities and the industry. Travel agent clerks, customer service

provider, tourist information staff, concierge staff, sales and marketing personnel in TourismRelated Industry.

Entry Requirements

Malaysian citizen 18 years and above At least complete Form 3 education or higher Able to understand and communicate in Bahasa Malaysia and English Working experience for a minimum of 6 months. Working adults.


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Course Fees

The course fees are $3,000.00 per trainee which are inclusive of documentation, certificationand course materials.

Terms & Conditions

A. Futuristic Communication Management Services Sdn Bhd Obligations.

1. Futuristic Communication Management Services Sdn Bhd will design, plan,conduct, assess, monitor and evaluate the programme.

2. Documentations of the programme will be carried by Futuristic CommunicationManagement Services Sdn Bhd.

3. Futuristic Communication Management Services Sdn Bhd will market and promote in collaboration with the PSMB to the targeted groups.

4. Futuristic Communication Management Services Sdn Bhd in collaboration withPSMB to recruit students / trainees for the programme.

5. Recruitment of related staff to run and conduct the programme is the prerogativeof Futuristic Communication Management Services Sdn Bhd

6. Scheduling and timetabling of classes and activities is the prerogative of FuturisticCommunication Management Services Sdn Bhd

7. Any site visit or educational trip will be approved and conducted by FuturisticCommunication Management Services Sdn Bhd

8. All activities encompassed under this programme is under the jurisdiction of Futuristic Communication Management Services Sdn Bhd

B. Pembangunan Sumber Manusia Berhad (PSMB) of Ministry of HumanResources, Malaysia.

1. PSMB is responsible for the approval of the programme contents and syllabus.2. Make payment to Futuristic Communication Management Services Sdn Bhd upon

the formal acceptance of the programme.3. PSMB will pay 50% of the fees as advance payment before the training start, and

the other 50% at the end of the programme when trainees complete the training.4. Monitoring and evaluating of the programme and to conduct fortnightly/

monthly assessment.5. Documentation and recording of trainees particulars for the purpose of claim fromthe relevant agency or ministry.


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Introduction to Tourism Industry

This module is designed to provide trainee with an understanding of the nature of tourism andtourism products from both local and international perspectives. It will ensure trainees willacquire holistic understanding of the travel and tourism industry, including the impacts of tourism on destination economies, communities and fragile environment. Trainees will beexpected to take a critical perspective on the effects of tourism to our country and howtourism can have a strategic development function.

Course Content.

Sub- Unit 1.1 The History & Structure of Tourism Industry- Development of the industry- Definition of tourist- Components of tourism industry- Why tourism development

Sub-Unit 1.2 Tourists Needs & Motivation- The different types & needs of tourists

- What motivate people to travel?- Reasons for people to travel?- Where people travel?- Factors that facilitate & influences people to travel

Sub- Unit 1.3 Development of Tourism Products- Factors required to become a tourist destination- Development of destinations- Demand for niche holiday products- Man made & natural tourism attractions.

Sub- Unit 1.4 Transport & Accommodation- Transportation facilities- Accommodation & food- Range available and grading criteria

Sub- Unit 1.5 The Distribution of Tourism Products- The role of tour operators & travel agents- Travel agents as intermediaries- The inter-relationships & links between the sectors- Distribution & information technology

Sub- Unit 1.6 Government & Political Issues- The role of governments & influence on tourism


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- Visas, permits & foreign exchange restriction- Political unrest & tourism policy

Sub Unit 1.7 Positive & Negative Economic Tourism Impact- Positive Impact

o Direct & indirect income & employmento The multiplier effecto Contribution to GDP & currency exchange

- Negative Impacto Foreign ownership of facilities & hotelso High level of imports of tourism goodso High demand driven inflation, seasonalityo Over dependence on tourism industry

Sub- Unit 1.8 Positive & Negative Environment Tourism Impacts- Positive Impact

o Conservation of natural beauty areaso Archaeological & historical siteso Improved infrastructureo Environmental awareness

- Negative Impactso Environmental impacts & pollutiono Over development leading to destruction of flora & faunao Land use problemso Waste disposalo Damage to archaeological & historic sites

Sub- Unit 1.9 Positive & Negative Socio-Cultural Tourism Impacts.- Positive Impacts

o Conservation of cultural heritageo Building & artifactso Renewal of cultural prideo Cross-cultural exchanges

- Negative Impactso Overcrowding. Over commercialisation


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Entrepreneurship Skills

This module is design to introduce trainee to the theory, concept and practices of entrepreneurship which is innovative and practical to make them realize their entrepreneurship skills and opportunities. Upon completion, trainee will be able to understandthe concept of entrepreneurship and able to guide them in setting their own business and beself-reliance.

Course Contents.

Sub- Unit 1.1 Introduction to Entrepreneurship.- Definition of entrepreneurship.- Theories and concepts- Best practices.

Sub- Unit 1.2 Characteristics of Entrepreneur.- Desirable characteristics, attributes & skills- Qualification & experience- Occupational skills- Work habits

Sub- Unit 1.3 Factors that Influence Entrepreneurship- Business opportunities- Current business environment- Lifestyles & trends- Income & potential profits- Government policies & support

Sub- Unit 1.4 Basic Component of New Entrepreneurship- Motivation & self-drive- Ideas & market- Availability of resources

Sub- Unit 1.5 Staring Up Your Business- How to start your business- Selecting business name & registration- License & permits- Location

Sub- Unit 1.6 Business Planning- Planning to succeed- Envisioning your business operations & management- Writing your business & marketing plan- Staring your business operations


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- Evaluating an opportunity

Sub- Unit 1.7 Operations- Estimating operating costs- Keeping good records- Pricing your products / services- Accounting basics- Hiring staff - Working with suppliers

Sub- Unit 1.8 Marketing- The purpose of marketing- Defining your customers- Finding prospects- Advertising on a budget- Publicity & promotional materials

Sub- Unit 1.9 Finances- Profit & losses- Improving your cash flow- Keeping track of your money- Developing your credit- Working with suppliers- Borrowing money- How to give credit to customers

Sub- Unit 1.10 Growth- The problems of business growth- How to solve business problems- Managing employees for efficiency- Business alliances


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Professional Selling and MarketingMarketing and selling play an important role in the success of any business operations.Frontliners play a role in marketing and selling their products, services and businesses toclients and customers. Staff who have a good product knowledge will contribute greatly tothe profitability and branding of any business operation. This will ultimately result in the

profitability of the operations and maintaining loyal customers.

Course Contents.

Sub- Unit 1.1 Professional Salesmanship in a nutshell

- 5 generations of salesmanship- qualities of successful sales person- salesmanship in practice- personal attributes for success - image and non-verbal communications- self analysis test

Sub- Unit 1.2 Prospecting- Where does it all begin- Developing customer relations- Obtaining the information- Building rapport

Sub- Unit 1.3 Qualifying Prospects- Purchasing power - Time frame

Sub- Unit 1.4 Approaching- Tele-marketing- Web-based marketing- Making effectives sales call appointment

Sub Unit 1.5 Anticipate and handling Buyer Resistance.- Preparing for objections- Method of handling objections- Overcoming sensitive price / quality objections

Sub- Unit 1.6 Power Negotiations for Business Success- Understanding buyer behaviours- Develop critical listening skills- Preparing for negotiation- Strategy and tactics step by step methodology

Sub- Unit 1.7 Closing and Confirming the Sales- Testing the buyer interests


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- Sample closes- Closing the sale

Sub- Unit 1.8 Effective Follow Up- Priortising your clients and prospect lists- Making use of time effectively

Sub- Unit 1.9 Designing Marketing Collaterals- Importance of collaterals to company & customers- What information to include- How to design brochures / flyers etc- Being creative

Sub- Unit 1.10 Ethical Selling- Ethical decision making framework - The ethical situation- The role episode process- Ethical problems faced by sales people- Code of ethics- Privacy problems.

Sub-Unit 1.11 Internet Marketing & Promotion- Important of internet marketing


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Business Requirements & Commercial SkillsOperation of a profitable and efficient business requires a good mix of qualifications andskills. Some are unchanged from the past; others are new and emerging. This means having avision, sufficient cash flow and well-trained staff, as well as being up to date withinformation technology and having access to market intelligence. The growing complexityand competitive business environment has altered many of the business requirements andcommercial skills necessary for a business to operate efficiently and profitably. Nowadays,there is a greater need for a broad cross-section of management, marketing, financial andtechnological skills that were perhaps less important previously. It is critical to have a goodmix and balance of the skills and requirements of the past, present and of the future to besuccessful in your business ventures.

Course Contents.

Sub- Unit 1.1 Identify the Business & Commercial Skills- What are the components of the skills required- Characteristics of successful business operations- What are the business concepts & practices

Sub- Unit 1.2 Setting Up A Company

- Types of business operations- How to set up a company- Process & registration- Identifying your niche

Sub- Unit 1.3 Enough Money- Cash Flow- Sourcing for Finances- Basic working paper for financial institutions

Sub- Unit 1.4 Financial Competence

- Important of financial management- Controlling the overhead expenses- Basic financial management recording & statements

Sub- Unit 1.5 Well-Trained Staff - Acquiring the right person for the job- Basic interview techniques- Training & motivation

Sub- Unit 1.6 Staff Compensation- What is your compensation policy- The market rate- Incentives, bonus & other fringe benefits


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- Labour law & compensation

Sub- Unit 1.7 A Smooth Internal Organisation

- Organisation set-up- Chain of command- Teamwork

Sub- Unit 1.8 A Good Understanding of Information Technology Trends & Issues- Uses of information technology (ICT)- Identifying the right system & software for your operations- Suppliers selection- Installing & managing the system

Sub- Unit 1.9 Good Negotiating Skills- What is negotiation- Important of negotiation skills to a company- Selling, marketing & promoting your business

Sub- Unit 1.10 Market Information & Technology- Important of market information & technology to your business operations- Staying competitive & your competitors- Market trends

Sub- Unit 1.11 A Balanced Product Mix- Diversifying your business / products- Maintaining the balance- Looking after your cash cow

Sub- Unit 1.12 Creativity- Product & ideas innovation- Getting ahead of your competitors- Creating a new market / products


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Basic Business EnglishIn the hospitality business, communication and making your guest understand you is veryimportant. English language is the commercial language that is widely being used. Thismodule is designed to provide candidates with the basic business English that are being usedin everyday business setup. The guidelines, practice exercise will train candidate to completethe programme successfully and enjoyably. The module content is designed to make youthink and responding to situations in a business context, and about developing the skills andunderstanding in basic communication to deal with communication with customers, whether through verbal or non-verbal, letter, a memo and writing your resume when you apply for a

job.

Course Contents

Sub- Unit 1.1 Greetings of Customers- Acknowledge customers- Greetings and offer of assistance- Getting feedback and asking questions- Asking about preference

Sub- Unit 1.2 Describing Products & Services- Telling customers about your business, products & services- Educating customers about your products / services- Emphasis on your product / services benefits- Operating hours and policies

Sub- Unit 1.3 Giving Direction and Information- Landmarks- Distances in metrics systems- Body language & gestures

Sub- Unit 1.4 Promoting and Selling- Products promotion

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Up-selling and cross-selling- Dealing with customers concern and enquiries- Closing the deals

Sub- Unit 1.5 Business Letters- Format of a business letter - Use of appropriate style and tone- email

Sub-Unit 1.6 Memos- Types and format of memos

- Adopt and appropriate style and tone- Layout, language and paragraphing


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Sub- Unit 1.7 Resume- Cover letter - Types of resume- Formats and styles


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Customer ServiceEvery organization is in business for its customers and continues to stay in business becauseof the customers. Good customer service requires tact, consideration and conflictmanagement skills. Understanding customers requires sensitivity to customer cues and theability to listen. The people who are constantly portraying the organizations image and

professionalism are the frontliners of the organization. They are the first and most often themost critical contact point in creating a satisfying and loyal customer.

Course Contents.

Sub- Unit 1.1. Understanding the Role that Service Plays in the Success of a Business- What is customer service?- Global trend of service industry- Personal and organizational benefits- Effective customer retention programmes boost profits

Sub- Unit 1.2 Understanding Yourself and Your Customers- Developing the right mental attitude for effective customer service- Motivating yourself to be an achiever - Developing your own personality with the customer - Your roles as customer service personnel- Applying positive strokes- The deadly sins

Sub- Unit 1.3 Skills for Success- Positive verbal communication- Nonverbal communication in customer service- Listening to the customer - Customer service and behaviour - Handling difficult customer encounters

Sub- Unit 1.4. Enhancing Customer Relationships- Encouraging customer loyalty- The role of trust- Handling busy times, credit problems- Anticipating and responding to guests needs- VIP treatment and services- The importance of Customer Relations Management programme.- Strive for quality

Sub- Unit 1.5 Service Recovery Skills- What is service recovery?

- What is service breakdown?- Causes of service breakdowns


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- Reasons for customer defection- Steps to customer recovery

Sub- Unit 1.6 Turning Customer Complaints into Repeat Business.- Checking for frustration and challenges- Keeping the spotlight on the issue- The secret of success- Value of problem solving- Reward and recognition problem- Attitude at work

Sub- Unit 1.7 Suggestive Selling- Product knowledge- The return of business- Exceeding customer expectation- Helping international customers feel more at home.


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Course Duration.



This is a very interactive programme where the trainer and candidates (trainees) areencouraged to participate actively through lectures, discussion, research and presentation,role play and demonstration, case studies and to emphasis the technical skill, candidates arerequired to undergo in-house practical skills session and watching audio visual (video tapesor DVD) on related areas.

Course Fees

The course fees are $3,000.00 per trainee which includes documentation and coursematerials.

Course Duration.


Who Should Attend

This programme is design for those who are interested in pursuing a business intourism & hospitality industry, cottage and homestay operations or who want to havean understanding of the business operation, opportunities and the industry.

Entry Requirements

Malaysian citizen

18 years and above At least complete Form 3 education or higher Able to understand and communicate in Bahasa Malaysia and English Frontliners and Hoteliers In the Hospitality & Tourism Industry, Hospital & Catering.

Terms & Conditions


1. Futuristic Communication Management Services Sdn Bhd will design, plan, conduct,assess, monitor and evaluate the programme.


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3. Futuristic Communication Management Services Sdn Bhd will market and promote incollaboration with the PSMB to the targeted groups.

4. Futuristic Communication Management Services Sdn Bhd in collaboration with

PSMB to recruit students / trainees for the programme.5. Recruitment of related staff to run and conduct the programme is the prerogative

of Futuristic Communication Management Services Sdn Bhd6. Scheduling and timetabling of classes and activities is the prerogative of Futuristic

Communication Management Services Sdn Bhd7. Any site visit or educational trip will be approve and conduct by Futuristic

Communication Management Services Sdn Bhd8. All activities encompassed under this programme is under the jurisdiction of

Futuristic Communication Management Services Sdn Bhd


1. PSMB is responsible for the approval of the programme contents and syllabus.2. Make payment to Futuristic Communication Management Services Sdn Bhd upon the

formal acceptance of the programme.3. PSMB will pay 50% of the fees as advance payment before the training start, and the

other 50% at the end of the programme when trainees complete the training.4. Monitoring and evaluating of the programme and to conduct monthly assessment.5. Documentation and recording of trainees particulars for the purpose of claim from the

relevant agency or ministry.


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Introduction to Hospitality IndustryTo introduce participants to hospitality and service industry as this industry play a importantrole in the development of our country and offering limitless job opportunities for our people.As in the past, service industries make up the largest segment of the world economy. Tourismin which hospitality are subdivided into, is one of the largest industry. Enjoying phenomenalgrowth, the hospitality produces great demand for trained, skilled and knowledgeable

employees. It offers a large variety of position and opportunities.

Course Outline.

Sub- Unit 1.1 The Hospitality Industry Past- Origins of the hospitality industry- The personality of the hospitality industry- The rise of economy hotel- The age of competition

Sub- Unit 1.2 The Lodging Industry Present

- Home away from home- Personnel the key to service- Factors that influence the growth of the industry- Careers in the hospitality industry

Sub- Unit 1.3 Guest Services- Why guest service??- Organizing guest service- Traits of an efficient service staff - Skills and knowledge of service staff - Key concepts of services- Ethics in hospitality

Sub- Unit 1.4 Ownership and Management- Classification of lodging facilities- Ownership and management methods- The function of ownership and management- References and rating- The trends of ownership and management in 21 st century

Sub- Unit 1.5 Organisation- Hotel organization- Hotel organization of small, medium and large hotel


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- The various departments in a hotel- The functions of each department

Sub- Unit 1.6 Present and Future Plan- The hospitality industrys future - Demographics in the 21

stcentury

- Technology and innovation in the hospitality industry- The global economy

Best Impression in HospitalityThis programme is specially designed to provide a comprehensive coverage on service andimage fundamentals and their application in hotel and restaurant management and service.Every nuance of the hospitality industry is discussed, from appearance, grooming anduniforms to body language, customer relations and business etiquette.

Course Contents.

Sub- Unit 1.1 The Image Factors- Recognising professional presence- Body language and visual poise- Grooming that brings out the best

Sub- Unit 1.2 Dressing Style for You- Impression in hospitality

- Professional dress for men and women- Wearing your uniform- Simple rules of dressing

Sub- Unit 1.3 Hospitality- What you say- What you do- Introduction and conversational techniques

Sub- Unit 1.4 Business Etiquette- Charming the bottom line- Rules of professional behaviour - Putting it together

Sub- Unit 1.5 Customer- Hospitality, hostility and welcoming- Types, needs and wants of customers- Presenting yourself

Sub- Unit 1.6 Customer Relation Skills- Skills and techniques- Whos that talking? / Telephone techniques.- Handling difficult situations- VIP treatment and services


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Sub- Unit 1.7 Safety and Security- Protecting your property and guests- Taking preventive measures- Dealing with security problems

Sub- Unit 1.8 Relationship at Work - Ethics at work - Attitude and behaviour - Creating a healthy working environment- Effective and team communications


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Course Contents.






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Sub- Unit 1.5 Service Recovery Skills- What is service recovery?- What is service breakdown?- Causes of service breakdowns- Reasons for customer defection- Steps to customer recovery




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Professional Selling and MarketingSub- Unit 1.1 Prof4essional Salesmanship in a nutshell

- 5 generations of salesmanship- qualities of successful sales person- salesmanship in practice

- personal attributes for success - image and non-verbal communications- self analysis test


Sub- Unit 1.3 Qualifying Prospects

- Purchasing power - Time frame




Sub- Unit 1.7 Closing and Confirming the Sales- Testing the buyer interests- Sample closes- Closing the sale


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Sub- Unit 1.9 Cross Selling and Up Selling- the art of cross and up selling- being creative



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S K I L L C E R T I F I C A T EI N H O M E S T A Y O P E R A T I O N


Code : TOU 001

Duration : 1 month

Medium of Instructions: English & Bahasa Malaysia

Introduction.

This Skill Certificate in Homestay Operation is designed for those trainees / candidates whohave no previous experience in operating and managing homestay business or for thoseundergoing training or employed in the tourism and hospitality sectors. Its design is intendedto reflect both international nature of the industry and the culture-specific activities that areessential to meet customer needs. This programme will give a broad introduction to thetheoretical and practical aspects of homestay operation and management. Upon thecompletion of the course, trainee will have a better understanding of the homestay industry,and will be able to start their own operation or will be able to work in the tourism industry.

Futuristic Communication Management Services Sdn Bhd required the candidate toaccumulate the required hours to complete the programme and to be awarded a certificate of achievement.


Course Objectives

At the completion of the programme, trainee should be able to;


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Understand what is homestay and the business opportunities it offers. Operate a business operations and providing basic facilities for their guests Understand the basic financial management and control for a successful business

operation Plan, design and promote their tour packages and programmes to their customers

through the various marketing mix and tools. Meet and provide customers with what they want and going beyond their expectation Understand the concept of seamless services expected by guests and how to provide,

manage and deliver it. Have a motivation and drive to operate their own homestay operation


1. Introduction to Homestay2. Customer Service3. Professional Selling and Marketing4. Managing the Guest Experience5. Planning and Designing of Itinerary / Tour Packages6. Basic Financial Management

Course Duration.

The course duration for this programme is 1 month. Each module will be allocated the

required hours of theoretical and practical aspects of the training.


This is a very interactive programme where the trainer / facilitator and candidates (trainees)are encouraged to participate actively through lectures, discussion, research and presentation,role play and demonstration, case studies and to emphasis the technical skill requirement,candidates are required to undergo in-house practical skills session, watching audio visual(video tapes or DVD) on related areas and site visit to related sectors to enhance their understanding and knowledge of homestay concept.

Who Should Attend

This programme is design for those who are interested in pursuing a business in homestayoperations or who want to have an understanding of the business operation, opportunities andthe industry.

Entry Requirements

Malaysian citizen 17 years and above


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At least complete Form 3 education or higher Able to understand and communicate in Bahasa Malaysia and English Homestay Operators

Course Fees

The course fees are $3,500.00 per trainee which inclusive of documentation, certificate andcourse materials.Terms & Conditions





4. Futuristic Communication Management Services Sdn Bhd in collaboration withPSMB to recruit students / trainees for the programme.

5. Recruitment of related staff to run and conduct the programme is the prerogativeof Futuristic Communication Management Services Sdn Bhd


7. Any site visit or educational trip will be approve and conduct by Futuristic

Communication Management Services Sdn Bhd8. All activities encompassed under this programme is under the jurisdiction of Futuristic Communication Management Services Sdn Bhd



formal acceptance of the programme.

3. PSMB will pay 50% of the fees as advance payment before the training start, and theother 50% at the end of the programme when trainees complete the training.4. Monitoring and evaluating of the programme and to conduct monthly assessment.5. Documentation and recording of trainees particulars for the purpose of claim from the



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Introduction to Homestay OperationsHomestay is one of the components of the tourism industry and it plays a very important rolein the government policies of elevating poverty and getting the rural population to participateactively in the economic development of the nation. It is easy to start and need less financialresources. Everyone can participate and benefit from this industry. Homestay operators can

introduce tourists to their culture, this create understanding among the people of variouscultural background, religion and political belief. It creates peace and harmony due tounderstanding amongst the various nationalities.

Course Contents

Sub- Unit 1.1 What is Homestay Concept- Definition & introduction to homestay- Concept of homestay- Important & contribution of homestay- Why government encourage & promote homestay

Sub- Unit 1.2 Why Homestay Programme?- Government objectives & policies- Elevate poverty & rural participation- Employment- Economic participation & enterprenship

Sub-Unit 1.3 Homestay Requirements- Who can participate- Facilities- Services

Sub- Unit 1.4 Registration & Accreditation of Homestay Operator- Ministry of Tourism requirements- Terms & conditions- Process & registration- Certification

Sub- Unit 1.5 Managing the Facilities- Tourist expectation & standard- Types of facilities- Cleanliness & hygiene


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- Designing & planning of facilities- Bedroom & washroom requirement- Amenities provided- Safety & security

Sub-Unit 1.6 Meals & Menus- Tourist expectation & standard- Tour packages & meals- Types of menu- Designing & planning of menus- Sourcing & production of menus- Services & setup

Sub- Unit 1.7 Characteristics, Attributes & Skills- Identify the desirable characteristics, attributes & skills of homestay

operator - Attitude, behaviour & cultural environment- Interpersonal & communication skills- Occupational skills

Sub- Unit 1.8 Business Requirement & Commercial Skills- Mission & vision- Finance & financial competence- Well-trained management & staff - Staff compensation- ICT- Organization structure- Negotiation skills- A balanced product mix- Market information & intelligence- Creativity


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professionalism are the frontliners of the organization. They are the first and most often the

most critical contact point in creating a satisfying and loyal customer.

Course Contents.






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Professional Selling and MarketingMarketing and selling play an important role in the success of a homestay operation.Frontliners play a role in marketing and selling their homestay, facilities and destination totheir guests. Staff who have a good product knowledge will contribute greatly to the

profitability and branding of the homestay operation. This will ultimately result in the profitability of the operations and maintaining loyal customers.

Course Contents.

Sub- Unit 1.1 Professional Salesmanship in a nutshell- 5 generations of salesmanship- qualities of successful sales person- salesmanship in practice- personal attributes for success - image and non-verbal communications- self analysis test





Sub- Unit 1.6 Power Negotiations for Business Success

- Understanding buyer behaviours- Develop critical listening skills


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- Preparing for negotiation- Strategy and tactics step by step methodology





Sub-Unit 1.11 Internet Marketing & Promotion- Important of internet marketing


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Planning and Designing of Itineraries / Tour Packages.

Tours are as unique as the individuals who create them. This module will assist and guide thetrainee on how to plan and design tour programme for their customers. Trainee will learn thevariety and organization of tours and will explore the aspects of custom-designed tours,independent tours, hosted tours and escorted tours and learn about the key components thatcomprise these different tours. Most people take a tour because they want to see it all! For many of your clients, this will be the only time they are able to visit the destination and theywant to see everything possible while they are there.

Course Contents.

Sub-Unit 1.1 What is a Itinerary / Tour Packages- Definition of itinerary / tour packages- Why it is important for homestay operators- Identifying the tourist products at your destination- Research & develop your own product / packages

Sub-Unit 1.2 Types of Tour Packages and Tourists- Custom-designed tours- Independent tours- Hosted tours- Escorted tours

Sub- Unit 1.3 The 5 As Essential to a Successful Destination- Influences of destination in tourist decision making process- The 5 As;

- Accommodation- Accessibility- Activities- Amenities- Attractions

Sub-Unit 1.4 Basic Steps in Planning Itineraries- Knowing what your customers needs & expectations- The theme why your tour will be different- 5 factors of planning considerations;

- Pace- Routing- Interests- Details


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- Energy

Sub-Unit 1.5 Components of the Tour Packages- Transportation- Accommodations- Meals- Sightseeing- Itineraries- Additional tour components

Sub-Unit 1.5 Costing and Pricing- Various aspects of costing & pricing mechanism- What is affordable & reasonable pricing- Factors to consider in determine your pricing- Your profit margin- Contingency fund

Sub-Unit 1.6 Marketing & Promotional Materials- Identifying the various marketing mix- Brochures / flyers- How to design & contents of brochures / flyers- Internet marketing & promotion

Sub- Unit 1.7 Booking & Reservation- Methods of booking & reservation- Confirmation of booking & reservation- Mode of payments


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Managing The Guest Experience

This module is designed based on three major concerns; Strategy, Staffing and System (3S).Exemplars of Excellent Service and Moments of Truths provides the candidates with anopen-ended guest service vignette and allow them to respond or provide analysis of asituation that reflects the procedures and practices in the international hospitality operationsand management. A proper management of the guest experience will create a satisfied guestand loyal guest who will help in marketing your homestay operation to their friends, families,colleagues and associates.

Course Contents.

Sub- Unit 1.1 The Service Strategy- Meeting the guest expectation- Identifying and using the key drivers of guests satisfaction- Setting the scene for service

Sub- Unit 1.2 The Service Staff - People who love to serve

- Training for service- Motivation and empowerment

Sub- Unit 1.3 Service Systems- Communicating for service- Delivering the service- Managing guests wants- Efficiency and effectiveness

Sub- Unit 1.4 Exceeding Guest Expectation- Handling complaints and compliments- Guest security and privacy- Hospitality and communication practices

Sub- Unit 1.5 Wining Guest Trust and Loyalty- Profiting from guest service- Serving guest with special needs- Guest satisfaction

Sub- Unit 1.6 Meals- Customer expectation & standard- What are inclusive?- Types of meals- Types of Menus


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- Preparation- Condiment & accompaniment- Serving styles & techniques- Table setup

Sub- Unit 1.7 Accommodation- Customer expectation & standard- What are inclusive?- Types of Accommodation- Cleanliness & hygiene- Basic accommodation setup for homestay

Sub-Unit 1.8 Sightseeing & Tour Programme- Tourist attractions- Tour programme activities & timing- Accessibility & mode of transport- Cultural, topographical attraction & features- Tour guide- Contingency plan

Sub- Unit 1.9 See You Again Soon Follow Up- Sending off / drop off - Short-term follow up- Long-term follow up


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Basic Financial Management

This module introduce trainee to the fundamental of financial management and the recording procedures. Links are developed between activities mainly in tourism and hospitalityorganisation with financial information. Financial statement convey important financialinformation that is used in management planning, control and decision making process whichis integral to achieving organizational objectives. The unit provides trainee an opportunity tolearn how to read, understand and interpret financial information. Trainee will also beintroduced to some business activities and financial issues, particularly in serviceorganization.

Course Contents

Sub- Unit 1.1 Important of Financial Management- Financial & business operations- On-going concern- Business expansion & growth

Sub- Unit 1.2 Financing Your Operation

- Sources of funds & financing- How much money you need- Preparing a working paper / financing proposal

Sub- Unit 1.3 Basic Bookkeeping- Income & expenses records- Profit & loss statement- Occupancy & sales

Sub- Unit 1.4 Accounting for Cash & Credit Transaction- Difference between cash & credit transactions- Recording of cash & credit transactions- Importance of cash to your business- Control of cash & credit taking- Petty cash / floats system

Sub- Unit 1.5 Costing & Control- Dish & portion costing for a range of food & beverage items- Pricing & formulas used to achieve specific profit margins- Portion control & standard recipes to achieve profitable operations

Sub- Unit 1.6 Budgetary Control & Financial Planning- Purpose of budget, control & planning- How to budget, control & plan your finance


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- Types & categories of budget

Sub- Unit 1.7 Receipt & Payment Accounts & Income & Expenditure Account- Receipt & payment account- Profit & loss statement

Sub- Unit 1.8 Sales Income Control- Standards of income control- Income collection- Prevention of theft of sale income- Control of cash after collection- Banking & recording


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SKILLS CERTIFICATEIN EVENT MANAGEMENT


Code : EVENT 001

Duration : 1 month

Medium of Instruction: English & Bahasa Malaysia

Introduction

This Skill Certificate in Event Management course is designed for those candidates who areinterested in managing various events in any industry. It is specially designed to give in-depths understanding towards managing events in the right manner and to create exposuretowards meeting, convention, exhibition and home base entertainment events. It is basicallyintended to provide the trainees with the framework for planning and managing events with

the various players involved in the industry.

It is also aims to provide a broad introduction to theoretical and practical guide to eventmanagement. The programme is designed for those candidates who have no previousexperience in running and managing events or for those undergoing training or employed inmarketing and promotion of events. Its design is intended to reflect both international natureof the industry and the culture-specific activities that are essential to meet customer needs.

Futuristic Communication Management Services Sdn Bhd required the candidate toaccumulated the required hours to complete the programme



1. Introduction to Event Management.2. Best Impression in Tourism Industry3. Customer Service4. Functions and Roles of Event Organiser 5. Professional Selling and Marketing6. Basic Business English


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7. Basic Financial Management

Course Duration.




Course Fees


Terms & Conditions





4. Futuristic Communication Management Services Sdn Bhd in collaboration with

PSMB to recruit students / trainees for the programme.5. Recruitment of related staff to run and conduct the programme is the prerogativeof Futuristic Communication Management Services Sdn Bhd


7. Any site visit or educational trip will be approve and conduct by FuturisticCommunication Management Services Sdn Bhd




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formal acceptance of the programme.3. PSMB will pay 50% of the fees as advance payment before the training start, and the

other 50% at the end of the programme when trainees complete the training.4. Monitoring and evaluating of the programme and to conduct monthly assessment.5. Documentation and recording of trainees particulars for the purpose of claim from the



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Introduction to Events IndustryEvent management is becoming one of the fastest growing sectors in the tourism industry. Itoffers limitless opportunities for people to prosper and progress. This module is speciallydesigned to give in-depths understanding towards managing events in the right manner and tocreate exposure towards meeting, convention, exhibition and home base entertainmentevents. It is basically intended to provide the trainees with the framework for planning andmanaging events with the various players involved in the industry. It is also aims to provide a

broad introduction to theoretical and practical guide to event management.

Course Contents

Sub- Unit 1.1 What is Event management-Definition of Event Management- Meeting, Convention and Exhibition- The Growth of the Events Industry

Sub- Unit 1.2 Key Players in the Industry- Associations- Convention Centers

- Conference Centers- Tour Operator - Trade Shows- Hotels- Convention and Visitors Bureau- Incentive Travel

Sub- Unit1.3 Meeting Technology- The Use of Technology in Meetings, Conventions and Exhibitions- Slide Projectors- Audiovisual

- Chalkboards, Whiteboards and Flip charts- Electronic Whiteboards- Video conferencing- Technology in the Planning Phase

Sub- Unit 1.4. Planning the Events- The Bidding Process- Preparation- Presentation- Target Market- Designing the Program- Budget and Site Selection- Negotiations and Contracts


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Sub- Unit 1.5 Managing Events- Introduction of Management- Main functions of Management- Organizing

- Planning-Motivating- Communicating- Decision Making- Crisis Management

Sub- Unit 1.6. Marketing Events- Customer Care- Marketing Concepts- SWOT analysis- Marketing Mix- Advertising, Media Relations and Publicity

Sub- Unit 1.7. Funding and Evaluation of Events- Budgeting- Financial Structures- Sources of Funding- Fundraising- Sponsorship- SMART objectives

Sub- Unit 1.8. Risk Management- Contracts, Permits and Licenses- Safety and Security of Event Stakeholders- Risk Management Procedures


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Best Impression in Tourism IndustryThis programme is specially designed to provide a comprehensive coverage on service andimage fundamentals and their application in hotel and restaurant management and service.Every nuance of the hospitality industry is discussed, from appearance, grooming anduniforms to body language, customer relations and business etiquette.

Course Contents.

Sub- Unit 1.1 The Image Factors- Recognising professional presence- Body language and visual poise- Grooming that brings out the best

Sub- Unit 1.2 Dressing Style for You- Impression in hospitality- Professional dress for men and women- Wearing your uniform- Simple rules of dressing



Sub- Unit 1.5 Customer- Hospitality, hostility and welcoming- Types, needs and wants of customers

-

Presenting yourself


Sub- Unit 1.7 Safety and Security- Protecting your property and guests- Taking preventive measures

- Dealing with security problems


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Course Contents.





Sub- Unit 1.5 Service Recovery Skills- What is service recovery?

- What is service breakdown?- Causes of service breakdowns


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- Reasons for customer defection- Steps to customer recovery

Sub- Unit 1.6 Turning Customer Complaints into Repeat Business.

- Checking for frustration and challenges- Keeping the spotlight on the issue- The secret of success- Value of problem solving- Reward and recognition problem- Attitude at work



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Professional Selling and MarketingMarketing and selling play an important role in the success of a hotel. Frontliners play a rolein marketing and selling their hotel, facilities and destination to their guests. Staff who have agood product knowledge will contribute greatly to the profitability and branding of the hotel.








Sub- Unit 1.8 Effective Follow Up


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- Priortising your clients and prospect lists- Making use of time effectively




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Basic Business EnglishIn the hospitality business, communication and making your guest understand you is veryimportant. English language is the commercial language that is widely being used. Thismodule is designed to provide candidates with the basic business English that are being usedin everyday office setup. The guidelines, practice exercise will train candidate to completethe programme successfully and enjoyably. The module content is designed to make youthink and responding to situations in a business context, and about developing the skills andunderstanding in basic communication to deal with communication with customers, whether through verbal or non-verbal, letter, a memo and writing your resume when you apply for a

job.

Course Contents

Sub- Unit 1.1 Greetings of Customers- Acknowledge customers- Greetings and offer of assistance- Getting feedback and asking questions- Asking about preference

Sub- Unit 1.2 Describing Facilities- Telling customers about the hotel facilities- Operating hours and policies

Sub- Unit 1.3 Giving Direction and Information- Landmarks- Distances in metrics systems

Sub- Unit 1.4 Taking Orders- Talking about the menus- Asking for guest orders- Reconfirming of orders- Recommendation and selling

Sub- Unit 1.5 Business Letters- Format of a business letter - Use of appropriate style and tone- email

Sub-Unit 1.6 Memos- Types and format of memos- Adopt and appropriate style and tone- Layout, language and paragraphing

Sub- Unit 1.7 Resume- Cover letter


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- Types of resume- Formats and styles

Basic Financial Management

This module introduce trainee to the fundamental of financial management and the recording procedures. Links are developed between activities mainly in tourism and hospitalityorganisation with financial information. Financial statement convey important financialinformation that is used in management planning, control and decision making process whichis integral to achieving organizational objectives. The unit provides trainee an opportunity tolearn how to read, understand and interpret financial information. Trainee will also beintroduced to some business activities and financial issues, particularly in serviceorganization.

Course Contents

Sub- Unit 1.1 Important of Financial Management- Financial & business operations- On-going concern- Business expansion & growth

Sub- Unit 1.2 Financing Your Operation- Sources of funds & financing- How much money you need

- Preparing a working paper / financing proposal

Sub- Unit 1.3 Basic Bookkeeping- Income & expenses records- Profit & loss statement- Occupancy & sales

Sub- Unit 1.4 Accounting for Cash & Credit Transaction- Difference between cash & credit transactions- Recording of cash & credit transactions- Importance of cash to your business- Control of cash & credit taking- Petty cash / floats system

Sub- Unit 1.5 Costing & Control- Dish & portion costing for a range of food & beverage items- Pricing & formulas used to achieve specific profit margins- Portion control & standard recipes to achieve profitable operations

Sub- Unit 1.6 Budgetary Control & Financial Planning- Purpose of budget, control & planning- How to budget, control & plan your finance- Types & categories of budget


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Sub- Unit 1.7 Receipt & Payment Accounts & Income & Expenditure Account- Receipt & payment account- Profit & loss statement

Sub- Unit 1.8 Sales Income Control

- Standards of income control- Income collection- Prevention of theft of sale income- Control of cash after collection- Banking & recording


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SKILLCERTIFICATE IN

FOOD AND BEVERAGE SERVICE

Status ; Skills Certificate

Code : FB 001

Duration : 1 month

Medium of Instruction; English & Bahasa Malaysia

Introduction

The Skill Certificate in Food and Beverage Service Programme is designed for thosecandidates who are unemployed, undergoing training or employed in the food and beverageindustry especially in the hotels, restaurants and in-company facilities. Its design is intendedto reflect both the international nature of the industry and the country or culture specificactivities that are essential to meet customer needs.

This skill certificate programme give a broad introduction to the theoretical and practicalaspects of food service for a front line worker.

Futuristic Communication Management Services Sdn Bhd required the candidate toaccumulated the required hours to complete the programme

Throughout the training, the emphasis is on the specialized knowledge, industry perspective,

problem-solving ability, and practical skills that separate a knowledgeable, employable, promotable job candidate from someone who has merely graduated.


1. Introduction to Hospitality Industry.2. Best Impression in Hospitality3. Customer Service4. Functions and Roles of Food Server 5. Professional Selling and Marketing

6. Managing the Guest Experience7. Basic Business English


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Course Duration.




Course Fees


Entry Requirements

Malaysian citizen 18 years and above At least complete Form 3 education or higher Able to understand and communicate in Bahasa Malaysia and English

Terms & Conditions


1. Futuristic Communication Management Services Sdn Bhd will design, plan, conduct,

assess, monitor and evaluate the programme.2. Documentations of the programme will be carried by Futuristic Communication

Management Services Sdn Bhd.3. Futuristic Communication Management Services Sdn Bhd will market and promote in

collaboration with the PSMB to the targeted groups.4. Futuristic Communication Management Services Sdn Bhd in collaboration with

PSMB to recruit students / trainees for the programme.5. Recruitment of related staff to run and conduct the programme is the prerogative of

Futuristic Communication Management Services Sdn Bhd6. Scheduling and timetabling of classes and activities is the prerogative of Futuristic

Communication Management Services Sdn Bhd7. Any site visit or educational trip will be approve and conduct by Futuristic

Communication Management Services Sdn Bhd


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B. Pembangunan Sumber Manusia Berhad (PSMB) of Ministry of Human

Resources, Malaysia.

1. PSMB is responsible for the approval of the programme contents and syllabus.2. Make payment to Futuristic Communication Management Services Sdn Bhd upon

the formal acceptance of the programme.3. PSMB will pay 50% of the fees as advance payment before the training start, and

the other 50% at the end of the programme when trainees complete the training.4. Monitoring and evaluating of the programme and to conduct monthly assessment.5. Documentation and recording of trainees particulars for the purpose of claim from

the relevant agency or ministry.


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Introduction to Hospitality IndustryTo introduce participants to hospitality and service industry as this industry play an importantrole in the development of our country and offering limitless job opportunities for our people.As in the past, service industries make up the largest segment of the world economy. Tourismin which hospitality are subdivided into, is one of the largest industry. Enjoying phenomenalgrowth, the hospitality produces great demand for trained, skilled and knowledgeableemployees. It offers a large variety of position and opportunities.

Course Outline.

Sub- Unit 1.1 The Hospitality Industry Past

- Origins of the hospitality industry- The personality of the hospitality industry- The rise of economy hotel- The age of competition

Sub- Unit 1.2 The Lodging Industry Present- Home away from home- Personnel the key to service- Factors that influence the growth of the industry- Careers in the hospitality industry

Sub- Unit 1.3 Guest Services- Why guest service??- Organizing guest service- Traits of an efficient service staff - Skills and knowledge of service staff - Key concepts of services- Ethics in hospitality

Sub- Unit 1.4 Ownership and Management- Classification of lodging facilities- Ownership and management methods- The function of ownership and management- References and rating- The trends of ownership and management in 21 st century

Sub- Unit 1.5 Organisation- Hotel organization- Hotel organization of small, medium and large hotel- The various departments in a hotel- The functions of each department

Sub- Unit 1.6 Present and Future Plan- The hospitality industrys future


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- Demographics in the 21 st century- Technology and innovation in the hospitality industry- The global economy

Best Impression in HospitalityThis programme is specially designed to provide a comprehensive coverage on service andimage fundamentals and their application in hotel and restaurant management and service.Every nuance of the hospitality industry is discussed, from appearance, grooming anduniforms to body language, customer relations and business etiquette.

Course Contents.

Sub- Unit 1.1 The Image Factors- Recognising professional presence- Body language and visual poise

- Grooming that brings out the best

Sub- Unit 1.2 Dressing Style for You- Impression in hospitality- Professional dress for men and women- Wearing your uniform- Simple rules of dressing



Sub- Unit 1.5 Customer- Hospitality, hostility and welcoming- Types, needs and wants of customers- Presenting yourself


Sub- Unit 1.7 Safety and Security- Protecting your property and guests- Taking preventive measures- Dealing with security problems


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Customer Service

Every organization is in business for its customers and continues to stay in business becauseof the customers. Good customer service requires tact, consideration and conflictmanagement skills. Understanding customers requires sensitivity to customer cues and theability to listen. The people who are constantly portraying the organizations image and


Course Contents.

Sub- Unit 1.1. Understanding the Role that Service Plays in the Success of a Business- What is customer service?

- Global trend of service industry- Personal and organizational benefits- Effective customer retention programmes boost profits






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Professional Selling and MarketingMarketing and selling play an important role in the success of a hotel. Frontliners play a rolein marketing and selling their hotel, facilities and destination to their guests. Staff who have agood product knowledge will contribute greatly to the profitability and branding of the hotel.








Sub- Unit 1.8 Effective Follow Up


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- Priortising your clients and prospect lists- Making use of time effectively




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Role and Function of Food ServerToday it is necessary for waiters and waitresses to be well-trained in the various aspect of serving the customer, not only for job satisfaction and mastery but for the success of the foodestablishment where they work. This food outlets in turn, must compete with other restaurants for the patronage of customer as the market becomes crowded and competitionmore intense, restaurants keep their competitive edge by having fresh wholesome food,unique menu items, attractive prices, interesting dcor and setting, and, above all, superior service from well-trained waiters and waitresses.

Restaurant oper

PSMP Training Prog

Documents