Sam Hospitality Academy - Hospitality Training In South Africa

30381 Sigalo StreetDaveyton Ext. 2

Benoni, 1520South Africa

082 765 9238 [email protected]

www.samhospitality.wozaonline.co.za

COMPANY PROFILE

WHO WE ARE

Sam Hospitality Academy is a well-established and well-known provider which delivers highquality 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 providingpersonal, 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 TRAINING – AT YOUR LOCATION

With on-site training from Sam Hospitality, you can train several people in the sametechnology/course, or you can customize your training for a non-standard technology/coursedeployment. 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 greaterflexibility and more control, factors that can provide stronger results.

WE GUARANTEE THAT WE WILL SAVE 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 trainyour staff, but also monitor the effect of our training.

1. Identifying your training needsFirst 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 TimeWe will deliver training at your designated venue, at an agreed timeframe. Cumstomisedtraining 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 FeedbackWe 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-upIt 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. AffordabilityWe 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 YOU LOOKING FOR A TRAINING COMPANY FOR YOUR

STAFF?

Our training can be as short as 1 day and as long as 10 days. Depending on what you and yourcompany would like to achieve.

Are you looking for a company to train your staff? Then speak to us. We are always ready toassist you. Just call us or email your specifications. We guarantee a 24-hour turnaround.

OUR TRAINING PROGRAMMES

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 serviceLinenService items and equipmentCommon Napkin Folds

Preparing and storing condiments and accompanimentsSalt and PepperButterSauces and dressingsSugar and sweeteners

Making sure that refuse and waste containers are clean

Make sure that dining furniture is ready for food service

Restaurant layoutChairs and tables

Types of service

Restaurant serviceFunctions and banquets

Laying table settings correctly for food service

Type of table settingSetting the table d'hôte Setting the banquet cover Setting the á la carte cover

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 equipmentTurning 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

ChinaCutleryGlassware

Leaving dining and service areas clean and tidy

Dining areaService areasCleaning 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 serviceGreeting and dealing with customers in a polite and friendly mannerError! Bookmark not defined.Identifying customers needs and requirementsCustomers with bookingsCustomers without bookingsEscorting customers to an appropriate table or waiting areaOpening the customers napkinPresenting menus to customersProviding accurate information on individual dishesTranslating the menusPolitely guiding customers to an appropriate choice

Working in an organised and efficient mannerProviding customers with the correct table items for the food to be servedAdjusting the coverUsing appropriate service methods to serve foodUse of the service cloth Use of the underliner Use of trays or trolleysUse of service cutlery, silverware and dishesServing customers’ ordersCarrying platesEnsuring that food served is of the type, quality and quantity requiredServing and arranging foodCarrying out work with minimum disturbance to customersKeeping customer dining areas and service areas tidyClearing customer tables of soiled and unrequired service itemsTwo plate clearing method Three plate clearing method Clearing glasswareChanging ashtrays Clearing condiments Crumbing downDealing appropriately with spillages and breakagesIf a customer is directly affectedRemoving and replacing soiled table linenMaintaining sufficient stocks of clean linen, service items, condiments and accompanimentsEmptying and cleaning refuse and waste containers

PROVIDE A TABLE DRINK SERVICE - 1 DAY PROGRAMME


Develop efficient and organised work habitsAge limitsBring your own (BYO) Intoxicated personsProvide customers with accurate information on drinksSuggestive sellingPromote drinks at appropriate timesCorrect order taking

Serve drinksServing winePresenting the wineOpening and pouring the wine Champagne and other sparkling wine PresentingOpening and pouring Serving coffee and tea CoffeeServing teaService equipment

LAYOUT, SERVICES AND FACILITIES - 1 DAY PROGRAMME

This programme consists of the following:

Organisational LayoutFacilities and ServicesDepartmentsNew StaffProduct knowledge and Customer ServiceProduct Knowledge Professional Conduct Customer Service Selling Services

PREPARE, SERVICE AND CLEAR FUNCTION ROOMS - 4 DAY PROGRAMME


Setting Up a Function Room

Function SheetSet Up Rooms

Replenishing Function Rooms

Inspect RoomsEquipment Inspections Range of Equipment Table Settings

Types of Room and Venue Set Ups

VenuesCinema Style Classroom Boardroom Hollow Square U-Shaped

Clearing UP

Checking and Storing EquipmentTransporting Equipment

Customer Service

Dealing with Customers in a Polite MannerTime LimitsWorking in an Organised Manner

Security and General Housekeeping

Securing and Locking RoomsCleaning and Preparing RoomsEnvironmental Control Systems

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. Alsowe will examine the different equipment that is used for food service. This course is linked to Restaurant

Skills – Part 2, where the main focus is service skills and procedures.

The course includes the following:

Essential RequirementsDress and Appearance Compliments and Complaints Knowledge of Your WorkTen Golden RulesService In General Preparing For Service The Waitron’s Approach Explanation of a “Cover” SellingBasic Restaurant Equipment

RESTAURANT SKILLS PART 2 - 2 DAY PROGRAMME

During the second part of the Restaurant Skills course, we examine the procedures and standards requiredfor the successful running of a food service operation.

This course contains the following:

Laying Tables and CoversCarryingThe SideboardBasic RulesServing the CoursesDifferent Types of Restaurant ServiceCrumbing DownChanging an AshtrayA to Z Tea & Coffee Service ProcedureRelaying TablesRestaurant Station Clearing ProceduresMenu’s

BEVERAGE PRODUCT KNOWLEDGE COURSE - 3 DAY PROGRAMME

It is very important for staff to have knowledge of the products available in a beverage outlet. GoodProduct 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 SpiritsPouring Brands Other Spirits Vermouth Aperitifs Digestives Sherry/ PortLocal/ Imported LiqueursBeer/ CiderAlcohpopsMinerals/ Other Minerals/ MixersJuices 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 ofWines and Service. It is also possible to study for many years to get a Diploma in Wines, or become aWine Master.

The Wines & Service course contains the following:

Wine – How is it madeBlending and Maturation Shelf-life for Wines CultivarsSA Wine StylesSugar or Sweetness In SA WinesSouth African Wine Producers and ChampagneWine LegislationSA Wine Competitions, Challenges & AwardsStorage and Glasses

Serving TemperaturesWine Tasting TermsClimateThe Vine and Its EnvironmentWine 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 equipmentService EquipmentCleaning Service Areas And EquipmentMaintaining Service EquipmentCare Of Cleaning EquipmentClean and maintain dining and service itemsPrepare and store condiments and accompaniments Clean and prepare refuse and waste food containers Correctly dispose of refuse and foodPrepare and dispose of used and dirty table and service linen Clean and prepare service areas and equipment for the next shift Reporting unexpected situationsWorking 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 linenMeeting customer requirements

Food service

Types of foodUsing service cutlery Service procedure Placing the plates Portioning Presenting the food Serving the food Serving the soupSurplus food and used equipmentClearing finished coursesClearing side platesClearing soup bowls and underplatesClearing the table

PREPARE AND CLEAR AREAS FOR COUNTER SERVICE - 1 DAY PROGRAMME


Clean counter areas and service equipmentService equipmentMaintaining service equipmentCare of cleaning equipmentClean, maintain and position dining furniture for serviceCleaningClean and maintain dining items Store and display food and drinks Promoting salesPrepare and display condiments and accompanimentsClean and check menusDispose of refuse, waste food and used disposablesClean and prepare refuse and waste food containersAssemble and store dining items, condiments and accompanimentsClean and prepare service areas and equipmentReporting unexpected situationsWorking 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:

MAINTAIN A BOOKING SYSTEM - 1-DAY PROGRAMME

This 1 - Day training programme consists of:

Customer Service

EfficiencyAccurate Information Customer Expectations Range of Customers

Services and Facilities

Promotion of Services and FacilitiesRange of Services and FacilitiesAlternative Facilities

Booking Processes

Range of BookingsConfirmation of BookingsRange of RecordsInforming Other Departments

Amendments and Challenges

Range of Booking AmendmentsRange of System Failure

DEALING WITH THE ARRIVAL OF CUSTOMERS – 1 DAY PROGRAMMEThis programme consists of the following:

Preparation for Guest Arrival

Customer NeedsPreparation of Guest Documentation Special Requests / Requirements Interdepartmental Communication

Check-In Processes

RegistrationCustomer ArrivalPromoting Product ServicesCustomers without advance reservationsSpecial circumstances Importance of Accuracy Methods of PaymentCompletion of Registration Process

Unexpected situations

Unexpected situations regarding customersUnexpected 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/ DeparturesDaily Schedule

Greet Guests

Effective CommunicationBody Language Welcoming Guests Departure Procedures

Parking and Luggage

ParkingLifting LuggageTransporting Luggage

Facilities and Services

FacilitiesMobility DifficultiesAdditional Services

Complaints and Incidents

Range of IncidentsCustomer Complaints

CUSTOMER INFORMATION AND SERVICES - 1 DAY PROGRAMME

This 1-day programme consists of the following:

Customer Care

Effective Customer CareEfficient Work Practices

Customer Information

Accurate InformationGeneral Knowledge Customer Needs Sources of InformationMaintaining Information Displays Handling Information Requests Range of Information

External Services

Contacting Service ProvidersBooking External Services Transport Services Restaurant Reservations Delivering Items


Range of Unexpected Situations

CULTURAL AWARENESS IN DEALING WITH CUSTOMERS AND COLLEAGUES -

1 DAY PROGRAMME


Effective Cultural Communication

Foreign CulturesVerbal & Non-Verbal Communication with Tourists Interaction with Tourists Using Appropriate Communication Anticipating Customer Needs – and Dealing with Them Cultural GroupsLocal CulturesNon Verbal and Verbal Elements

The Culture and Customs of South Africa’s Main Population Groups

African CultureWestern CultureAsian Culture

South Africa’s Main International Tourist Groups

Consequences of Cultural DiversityPreventing Cultural MisunderstandingsResolving Cultural ProblemsCultural DifferencesLearning to Value Cultural Differences

VERBAL COMMUNICATIONS - 1 DAY PROGRAMME

This 1 Day Programme consists of:

Effective Verbal Communication

Effective CommunicationTypes of Verbal Communication Communication Context Improving Communication

Communication Barriers

Communication BarriersCultural Differences

StereotypesEducational DifferencesVoice 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 MessagesHandling Written Communication Handling Written Communication Delivering Items to a Guest Room Prevention of Unauthorised Access

Efficiency

Organisational Requirements


Uncollected ItemsReporting Suspicious Items

PROVIDE A CUSTOMER SERVICE - 2 DAY PROGRAMME

Importance of the Customer

Customer as a source of revenueThe Impact on the OrganisationCustomer satisfaction and company profitabilityAnnoying Habits Anticipating Guest Needs Maintaining good customer careConfidentiality of Company and Guest InformationPersonal Presentation

Personal development

Customer Service

Greeting of guestsPromoting facilities and servicesGuest ExpectationsGuest reaction to poor customer service Guidelines for superior guest care Customer care in other fields and industry Improving customer careEffective CommunicationRange of Guests

Customer Complaints

Advantages of Complaints/Customer feedbackMethods of dealing with customer related issuesRange of customer complaints Common Guest Complaints Methods to satisfy irate guests Guest Complaints Procedure Written complaints Documenting Complaints Complaint Follow Up ActionDo’s and Don’ts of customer complaintsComplaints practicesRequirements for Superior Guest Care

Referral of Customers/Customer Complaints

Dealing directly with guestsReferring GuestsComplaints 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

This 1-day programme consists of the following:

Preparing for serviceBar Preparation ChecklistPublic Area Preparation Checklist Checking the equipment Restocking the barRotating stockStock takePreparing garnishes Examples of garnishes Handling garnishes GlasswareGlass storageCheck environmental control systems

PROVIDE A DRINKS SERVICE FOR LICENCED PREMISES - 1 DAY PROGRAMME


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

Storing, arranging and rotating stocks and accompaniments

Dispensing drinks correctly with accompaniments

BeerBottled BeerPouring bottled beerDraught beerCider (draught and bottled) Wine by the glassSpiritsSoft drinksHot drinks

Handling waste

Waste drinksRefuse and waste containersMaintaining customer service areas

PROVIDE A TABLE DRINK SERVICE - 1 DAY PROGRAMME - R750


Develop efficient and organised work habitsAge limitsBring your own (BYO) Intoxicated personsProvide customers with accurate information on drinksSuggestive sellingPromote drinks at appropriate times Correct order takingServe drinks Serving winePresenting the wineOpening and pouring the wine Champagne and other sparkling wine PresentingOpening and pouring Serving coffee and tea CoffeeServing tea

Service equipment

CLEAN AND STORE GLASSWARE - 1 DAY PROGRAMME

This 1 Day Programme consist of the following:

Using machinery and equipment

Before using machinesAfter Using Machines Or EquipmentCleaning MaterialsDisposing Of Waste or Dirty WaterCleaning the glasswareGlassesHand washing Machine washing DryingAshtrays

Health, Safety and Hygiene Principles

Storing glasswareGlassesAshtrays

Chipped Or Broken Glassware

Disposing of broken glasswareDealing with unexpected situationsAccidents Or InjuryWork Area Obstructions

Equipment Failure

Shortages Or Lack Of EquipmentMeeting schedules and organisational requirements

PREPARE AND SERVE COCKTAILS - 1 DAY PROGRAMME


Attending to customers without unnecessary delay

Stages of intoxicationProviding customers with accurate information on cocktailsPromoting cocktails to customers Identifying customer requirements Preparing and serving cocktails BlendShake and strain Stir and strain BuildSpirit based cocktails Non alcoholic cocktails Measures

Using the correct equipment and accompaniments to serve cocktails

Tips for successful cocktail mixingDisposables used in cocktail serviceTips 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 CoveringsRemove all Bed Coverings from BedsHandle Soiled and Unsoiled Linen and Bed Coverings

Collect Linen

Collect Clean Linen and Bed CoveringsHousekeeping Trolleys, Carts, Baskets and BagsSecure Linen StoreroomsMattress, Bed Base and HeadboardsTurning the MattressBed Base, Headboard and Bed Coverings

Bed Making ProceduresBed Making Procedures

Customers

Dealing with CustomersDealing with Customer PropertyTurn Down Service Turn Down Service EfficiencyOrganisational RequirementsSituations and Challenges Incorrect Linen Issue Situations and Challenges TheftTorn sheets or bed coverings

SERVICE GUEST BEDROOMS AREAS - 1 - DAY TRAINING PROGRAMME


Service Guest Bedroom AreasPreparing to Service Guest BedroomsCleaning MaterialsEntering the Guest BedroomPrepare Areas and Surfaces for CleaningCleaning Guest Bedroom Areas Cleaning Guest Departure Bedroom Cleaning Stayover RoomsCleaning Unoccupied RoomsTurndown Service:Cleaning of Guest Bathrooms

Service Guest Bedroom Areas

Cleaning of SurfacesService Guest Bedroom AreasReplenishing 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

Clean and store cleaning equipment and materials, continued

Efficiency

Organisational RequirementsSituations and Challenges


Unexpected SituationsMissing or Damaged Property Extra Guests in the Room Situations and ChallengesCleaning a Guest Room in any Public Area

MAINTAIN HOUSEKEEPING SUPPLIES - 1 DAY PROGRAMME - R750

This one day programme consists of:

General Information

Receiving AreasDeliveriesHandling and Transporting Items Lifting Heavy or Bulky items Using Trolleys

Safe Handling of Chemicals, Equipment and Machinery

Storage AreasMaintain Storage Areas Maintain Storage Conditions Storage of Housekeeping Supplies Securing Storage AreasStock Control and Stock Records Reporting Low Stock Levels Stock RotationPest Control

Efficiency

Organised and Efficient WorkSituations and ChallengesDelivery not ReceivedDelivery Damaged during Transportation to Storeroom

AccidentsAdapting Performance

PROVIDE A HOUSEKEEPING WITHIN A DESIGNATED AREA OF WORK - 2 DAYS -

R1 500


General Information

Check Daily Room Allocations and Prioritise WorkCheck Trolleys, Machinery, Cleaning Equipment and Agents

Inspect Completed Work

Secure Designated Areas from Unauthorised AccessCommunicate Important InformationReport Unresolved Faults or Problems

Efficiency

Work in an Organised and Efficient MannerDealing with Customers Situations and Challenges Unauthorised Access to Storage Areas Staff not arriving as per work schedule Unusual guest requestsPest InfestationHousekeeping in a five star hotel/small country guesthouse

MAINTAIN A CLEAN LINEN SUPPLY - 1 DAY PROGRAMME


General Information

Organising the Linen CycleReceiving LinenTransporting of Clean Linen to Storage AreaQuality ControlKeeping Receiving and Storage Areas Clean and TidyStorage ConditionsSecure Receiving and Storage AreasStock Rotation

Issuing Correct Type, Quantity and Quality of Linen

Maintaining Complete and Accurate RecordsReporting Signs of Pest Infestation

Efficiency


Incorrect Deliveries ReceivedBack Injury when Lifting a Heavy LoadAdapt Performance for a 5 star Hotel or Guest House

STORE AND HANDLE PROPERTY - 1 DAY PROGRAMME


Storage and Customer ServiceStorage of Customer and Establishment PropertyCustomer Service Clean Storage Areas Unauthorised Access

Records

Accurate RecordsSafety Deposit Record Procedures

Lifting and Securing Luggage

Lifting LuggageLifting MethodsImproving Security

Range of Problems

Reporting of Problem SituationsRange of Problems

Short Training Programmes for Hotels, Restaurants, Lodges, Supervisors

We are pleased to present our supervisors training programmes as follows:

RECEIPT AND STORAGE OF GOODS - 5 DAY PROGRAMME


Receiving Goods

Maintaining Hygiene StandardsSecurity MaintenanceQuality ControlPreparing the Receiving Area Product Specifications Returning GoodsTransfer Goods to Storage ContainersTransfer of Goods to Storage Area

Storing Goods

Maintain Storage FacilitiesHandling 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 ConditionsStock RotationQuality Checks

Stock Control

Out of Stock ItemsReconciling Stock Stock Reconciliation Types of DocumentationRequisition & Issuing of StockStock Taking Damaged Stock TransfersPasses Sell-By Date & Written off Stock

Effective Work Practices

Lead Times from SuppliersEffective & Efficient Work Practices

HEALTH, SAFETY AND SECURITY - 3 DAY PROGRAMME


Security and Safety Procedures

Prevention and Procedures to Safely deal with EmergencyFire ExitsPreparation for Fire EmergencyProcedures in the event of a Fire EmergencyFire Equipment Emergency Safety Signs Access Control Procedures First Aid Procedures

Problems and Solutions

Hazardous SituationsCommunicating Information to StaffSafety Regulations

Conducting Inspections

Importance of InspectionsPotential Problems

Emergency Numbers

Security and Safety NumbersHealth ServicesInternal Services

MAINTAINING THE FRONT OFFICE SERVICE - 3 DAY PROGRAMME


Managing Front Office Resources

Managing Equipment and StationeryManaging TimeMonitoring Appearance

Service Quality

Monitor the Operation of SystemsKeeping staff informedMonitor the Performance of Staff Formal Service Quality Systems Informal Service Quality Systems Handling quality problems

Communication

Forecasts and ObjectivesCommunicating changesObtaining and circulating information Maximising efficiency with communication Recording of information communicated

Control Systems in Front Office

Minimise disruptions to ServiceStaffing problemsEquipment problems

MAINTAINING EFFECTIVE WORKING RELATIONSHIPS WITH OTHER STAFFMEMBERS - 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

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 mannerDealing with individual characters Effective communication with staff Welcoming new staff

Dealing with conflict situations

What is conflict?Causes of ConflictConflict Management Styles Conflict Management Tools The Outcomes of Conflict Conflict ResolutionMethods of Conflict Resolution

Fulfilling areas of responsibility

Prioritising workDealing with obstructions and interruptionsDealing with difficulties

MONITORING CUSTOMER SATISFACTION - 3 DAY PROGRAMME

This 3 day programme contains the following:

Customer Satisfaction and Communication

Cultural ConsiderationInterpersonal SkillsBuilding a Rapport and Relationship with CustomersEstablishing a Professional Rapport & Relationship With Colleagues & InternalCustomers (suppliers)

Supporting SubordinatesMonitoring Customer SatisfactionCustomer FeedbackEffective Survey Techniques

Customer and Requests

Customer RequirementsProviding InformationDirectionsTravel Information Guest Services Telephone NumberInformation, Policy and PracticeReferring Requests Outside Your own Area of ResponsibilityFollowing Up RequestsProblems with Meeting Guest Requirements

Common Complaints and Appropriate Action

Evaluating/Dealing with ComplaintsDealing with Customer Complaints Effectively Identifying the Nature of the Complaint or Incident Reassuring the GuestTools for effective Negotiation and CommunicationHeat ApproachCustomer Complaints Procedure Product and Service Complaints Complaints – Environment Complaints Personal ComplaintsWritten ComplaintsDocumenting Complaints and Giving FeedbackEfficient Work Practices

Promoting Products

Products and ServicesPromoting Product Services

CO-ORDINATE THE GREETING AND ASSISTING OF GUESTS ON ARRIVAL ANDDEPARTURE - 2 DAY PROGRAMME


Planning and Preparation

Daily PlanningTask allocations Customer Satisfaction Efficient work practice Roles in the Department

Arrival and Departure of Guests

Greeting and assisting individual arrivalsMaintaining standardsGreeting and assisting Group arrivalsAssist with individual Departures Co-ordinate Group Departures Communication difficulties Special Needs

Requests for additional services

Requests for additional servicesThe Chauffeur ServiceValet parking service

Unexpected situations

Accidents / InjuriesInsufficient Portering StaffLate tour bus

AUDIT FINANCIAL PROCEDURES AND CONDUCT NIGHT AUDIT - 5 DAY PROGRAMME


Auditing and Financial Procedures

Impact of Auditing on the OrganisationThe Night Auditor or Night ManagerDaily AuditsChecking and balancing transactionsPetty CashManaging a float systemBanking proceduresBanking of Foreign Exchange

Speedpoint Banking ProceduresNight Audit Speedpoint responsibilitiesDebtor’s controlIdentifying and resolving discrepancies

Financial Reports

Completing night audit/financial transactionsPit checksUsing information generated by the Night Audit Financial reports accuracy and deadlines Generating reportsFinancial and statistical reports Month end reports Departmental reportStatistical reportCredit limit report Telephone calls report Commission earnings report

Improving Security and Auditing Procedures

Ways to improve securityPossible improvements to auditing procedure

MAINTAIN A SECURE WORKING ENVIRONMENT - 1 DAY PROGRAMME

This 1 day programme contains the following:

Security

ProceduresStaff SecurityMaintaining a High Level of Security

Unauthorised Access

Unauthorised AreasDemarcating AreasStorage Areas

Violent and Dangerous Situations

Violent SituationsRange of Violent SituationsSuspicious 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 - CellarCellar ConditionsStock RotationHandling of Wines and Drinks Storage of Stock – Dispense Bar Drinks Preparation Equipment SecurityImproving Security

Maintenance

Cleaning Procedures for CellarInspecting CellarIdentify, Report and Solve Problems

Stock Control

Importance of Stock controlOrganisational Procedures Par Stock Levels Calculating Stock Levels Methods of Stock TakingTime Frame for Stock Taking and InspectionsImproving Sales of Slow Moving StockStock Catering for FunctionsAccurate Record Keeping


Dealing with Unexpected ProblemsPerformance in Foreign CountriesPrioritise, Delegate and Organise Work in the Cellar and Storage AreasEfficiently

Sam Hospitality Academy - Hospitality Training In South Africa

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waitrons training programmes