OUR TRAINING PROGRAMS

A – Hospitality Training

Course 1 :- ACHIEVING EXCELLENT SERVICE 

– (for Supervisors and Rank & Files)

- 3 Days course (4hrs each day)

•         Understand the importance of Customers’ Expectations.

•         Introduce a reliable process for meeting and exceeding those expectations.

•         Understand how service providers affect customer retention.

•         Prepare for transferring the seminar learning to the job. 

Course 2 :- HANDLING COMPLAINTS 

– (for Supervisors & Front of the house staff) 

- 3 Days course (4hrs each day)

·        When something does go wrong, they often confront the first staff member they may locate.

·        The complaint will often be unrelated to you personally or to your job, but they will still expect you to solve the problem.

·        All associates from general manager to the Front Line associates need to understand this concept and know that:    Complaints can be turned into positives

Course 3 :- F&B SUGGESTIVE SELLING 

– (for Outlets Managers, Captains & Waiters/Waitress) 

- 6 Days course (4hrs each day)

•         At the end of this training, you will be able to train your associates in all F&B Outlets about the Suggestive Selling Technique, so as they will start implementation accordingly…

•         By implementation, all parties will benefit out of this technique, hence:

Ø Property/Outlet will generate more REVENUE and 

Ø  accordingly, associates will general more money as a talk of appreciation through the New Incentive Program…  

•         Selling by suggesting.

•         Handling objections.

•         Selling high profit items.

•         Describing menu items.

•         Positive buying signals / confirm the orders.

•         Dealing with “NO” / offering alternatives.  

•         Overcoming hesitation.

•         Checking satisfaction.

Course 4 :- Grooming Standards Sessions 

– (for all Supervisors and all Rank & Files) 

– 4 Days course (4hrs each day) 

•         Personal Grooming:

•         Personal Hygiene

•         Hairstyling

•         Appearance

•         Make-up

•         Fragrance 

•         Tattoos 

•         General Information :

•         General Behaviour

•         Eating and Drinking

•         Smoking

•         Posture

•         Mobile Phones

•         Uniforms

•         Accessories: 

•         General

•         Facial piercing

•         Rings

•         Earrings

•         Necklace

•         Watches

•         Pins and Brooches

•         Anklets

•         Cufflinks

•         Corrective Eyewear

•         Staff ID 

•         Name badge

Course 5 :- SALES SUGGESTIVE SELLING SKILLS 

– (S&M Department, Reservations & Front Office) 

- 3 Days course (4hrs each day)

By the end of the course you will be able to:

•         Explain the 3 elements of a sale

•         Recognize the importance of Product Knowledge

•         List the qualities of a good sales person

•         Demonstrate ways of effectively selling our products

•         Identify opportunities to improve on an initial sale by either lateral or Upselling.

B – Service Training

Course 1 :- Food & Beverage Sequence of Service 

–  (F&B Associates, Kitchen Staff and F&B Supervisors)

  -3 Days course (4hrs each day)               

By the end of this module, you will be able to:

·        Attributes of a service    

·        Service sequence 

·        Welcoming Guest

·        Escorting the Guest 

·        Check Comfort

·        Take Orders

·        Know your Product 

·        Suggestive Selling 

·        Quality Check

·        Food Presentation

·        Check Satisfaction

·        Presenting the Bill

·        Bedding Farewell

Course 2 :- Body Language 

-  (All Associates with guest contact)

  -3 Days course (4hrs each day)

·        Overcoming Common Problems 

·        How to learn Body Language 

·        Hand and Arm Gestures 

·        Hand-to-Face Gestures 

·        Arm and Leg Barriers 

·        Other Popular Gestures and Actions 

·        Courtship Gestures and Signals  

Course 3 :Telephone manners & techniques 

– (All Associates whom they answer phones)

  -3 Days course (4hrs each day)

By the end of this module, you will be able to:

·        Handling all incoming and outgoing calls.

·        Handling inquiries & messages effectively with pleasant tone in effective, productive way…

·        Able to give necessary accurate information and promote hotel services.

·        Enhance quality of service and hotel image. 

Course 4 : Introduction to Green Hotels 

– (mandatory to all Associates, Supervisors and middle management) 

-3 Days course (4hrs each day)

By the end of the session participants will be able to:

·        Participants will realize the tied connection between the Tourism Industry / Hotels and the surrounding environment earth, water, air, noise…Human beings and other…wildlife animals, birds and sea life. 

·        Tourist’s and labor health.

·        Quality of service provided. 

·        Overall guest satisfaction.

·        Promoting the country in general, the destination and hotel rating. 

·        During the course will introduce simple practices applicable to contribute to green hotels and tourism sustainability in all related departments. 

Course 5 :- HOSPITALITY / HOTEL MANAGEMENT

– (for all associates of the hotel)

- 4 Days course (4hrs each day)

  B   By the end of this module, you will be able to:

·        The objectives of hospitality industry

·        Making the guests feel welcome personally

·        Making things work for the guests

·        Making sure that the operation will continue to provide service and meet its budget

·        Defining the hospitality

·        The hospitality industry

·        Characteristics of The Hospitality Industry

·        Industry Relationships

·        Scope of the Hospitality-Tourism Industry (Walker, 2007)

·        The activities of the hospitality industry

·        The Functions and Departments of a Hotel 

Course 1 :- EMPOWERMENT 

– (for Middle Management & Supervisory level) 

- 3 Days course (4hrs each day)

By the end of this module, you will be able to know:

•         What is Empowerment?

•         How Empowered are we?

•         Becoming Empowered 

•         Empowerment Relationship 

•         How to Start. 

Course 2 :- LEADERSHIP PRINCIPLES 

– (Department Heads & Middle Management) 

- 3 Days course (4hrs each day)

By the end of this module, you will be able to:

·        Provide you with information and practical skills that will help you manage your department more effectively.

·        Handle difficult situations with poise and self-assurance; demonstrate emotional stability and humility; remain calm, confident, and dependable during a crisis; willing to take risks publicly

Course 3 :- MOTIVATION

- (for Middle Management & Supervisory level) 

- 3 Days course (4hrs each day) 

·        Any man or woman who must get his work done through people must understand what MOTIVATION is!!

·        Find what drives people from inside and how to use it to accomplish your goals.

Course 4 :- BEYOND BRAINSTORMING TRAINING

– (for Department Heads, Middle Management, Supervisors & Selective staff)

 – 3 Days course (4hrs each day)

•         Influencing Others

•         Managing Change

•         Team Player

•         Communication Skills

•         Team Developer and Coach

•         Managing the Training session

•         Running meetings that “hit” the target 

•         Using facilities skills

•         Getting buy-in from everyone necessary to your team’s success

Course 5 :- WORKING SMARTER

– (for Department Heads, Middle Management, Supervisors & Selective staff) 

- 2 Days course (4hrs each day)

•         Measuring our results in a consistent way

•         Staying ahead of the competition

•         Eliminating wasted effort, resources and non-value added activities

Course 1 :- TIME MANAGEMENT 

– (for Department Heads, Middle Management & Supervisory level)

- 3 Days course (4hrs each day)

By the end of this module, you will be able to:

Ø Establish how you currently use your time and identify areas where improvements could be made

Ø Introduce a planning process and explain how long term objectives can be integrated into daily action plans

Course 2 :- COACHING Skills 

– (for Department Heads & Middle Management) 

- 3 Days course (4hrs each day)

·        A conversation between a Supervisor and an employee that follows an expected process and leads to top performance, more improvement, and positive work relationships. 

Course 3 :- QUALITY AWARENESS 

– (for Department Heads, Middle Management & Supervisors) 

- 3 Days course (4hrs each day)

·                  In the customer eyes Quality means more of the features they prefer. The better Hotel meets its customer's expectations by providing the right combination of desirable Features. 

Course 4 :- STRESS MANAGEMENT 

– (for Department Heads, Middle Management & Supervisors)

 - 3 Days course (4hrs each day)

•         Identifying the source of Stress.

•         Negative Effects of Stress.

•         Stress Signals.

•         Positive Effects of Stress.

•         Ways of managing Stress.

•         Guidelines for controlling Temper.

Course 5 :- TEAMBUILDING 

– (for Department Heads, Middle Management & Supervisors) 

- 2 Days course (4hrs each day) 

The team is committed to open communication, and feel they can state their opinions, thoughts and feelings without fear.

•         Listening is considered as important as speaking.

•         Differences of opinion and perspectives are valued.

•         Method of managing conflicts are understood.

•         Through honest and caring feedback, members are made aware of their strengths and weaknesses as team members.

MG Training & Development Consultants