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You will become a lady and a gentleman, serving a lady and a gentleman

What is the hospitality industry? Firstly, this module describes all facets of the hospitality industry and discusses the various areas within the industry, its key focus and the factors that affect the industry.

Secondly, the hospitality industry has a very diverse history, covering many countries and time periods. The student will learn more about the history of the hospitality industry. Thirdly, the hospitality sector hires a substantial part of the population, including staff in restaurants, hotels and airports.

We will look at the particular skills required in this service sector, the competition within the industry and the challenges of turnover. Finally, the hospitality industry has hit a number of highs and lows over the last decade, especially in 2020.

This module discusses the performance of the industry and considers the opportunities for the future; it also reviews different hotel chains and their brands.

Have you ever had to pull an all-nighter to complete a task you’ve been working on until the last possible minute? Have you ever heard the saying, ‘Those who fail to plan, plan to fail?’

Planning an event, such as a wedding or a meeting, may be a major part of a hotel. In this module, the process will be broken down into key points, such as the role of sales and marketing, forecasting, budgeting and execution of the function.

Looking at the hospitality industry, you can find that there are many factors that impact hotels and accommodation facilities. These variables help to decide the type of property you are looking at.

In this module, we will first take a look at different hotel styles and classifications. Secondly, we’ll talk about franchises, including their benefits and disadvantages. We will also be talking about diversity and global issues in franchising.

Thirdly, the Rooms Department manages a variety of different aspects of the guest visit, including the front desk, housekeeping and customer service. We’re going to take a closer look at each of these teams and what they’re doing.

Travel may take place for a variety of reasons, including business and personal visits. This module explores a number of factors why people travel to other places and the effect these trips can have on the local community.

The recreation, leisure and gaming industry is made up of several different entities and subcategories. What are they? The conference and event sector is an important part of the tourism and hospitality industry.

This category is geared to corporate and private gatherings with just a handful to thousands of participants in conferences, meetings and special functions.

Revenue management started in the airline industry and can now be seen in various industries. This innovative management approach is about management of pricing levels and of a firm’s fixed capacity. In this module, we will focus on the price strategies for hotels.

For many people, the term ‘etiquette’ has somewhat wrongly gained old-fashioned connotations that go back to a time when gentlemen wore hats and ladies kept their hands covered with white gloves.

Nothing could have been further from the facts. Etiquette is just as important today as it was in the nineteenth century – perhaps even more so as we live in a world where technological globalization has seen our everyday interactions cross regional borders and step beyond face-to-face contact.

Respect, kindness and consideration are at the core of modern etiquette, and these values should guide our conduct and actions at all times. Good manners also become second nature if they are taught to us from an early age, so parents need to be mindful of the actions they are modeling.

However, the good news is that it’s never too late to learn good social skills and master the rules of etiquette that will help you maneuver through a job interview, a formal dinner or an international business meeting.

The Customer Loyalty Program is a company-run program that provides rewards to regular customers. Such incentives can be in the form of discounts, rebates, free goods or other promotions.

A successful customer loyalty program rewards consumers who buy from a company on a regular basis and allows the customer to return regularly. Encouraging consumer loyalty is a vital part of the duty of the owner of the company. Catching a customer is very costly, and it’s important to keep the customer coming back for future purchases.

This module will address the benefits and drawbacks of a customer loyalty program; the forms of loyalty program and the factors that affect customer loyalty.

Learn and train how to plan high-level activities. This module will include answers to the following questions: “What do I do if my guest lists include Ambassadors, CEOs, General Managers and Scientists? How am I going to gain courage in addressing diplomats? How do I set up an acceptable seating arrangement and welcome speech for my corporate event?

How can I coordinate an event from planning an invitation to selecting the best gift for my clients? How do I differentiate between various styles of dress code? How do I evaluate the level of security of various situations? What are the most critical issues about social media and the press? “This course will help you answer these questions and many more with expertise and offer answers to unforeseeable protocol situations.

The student will learn: Introduction to Protocol and Diplomacy; Precedence and its Criteria; Seating Arrangements for Events; Invitations and Gifts, Title, Form of Address; Protocol at the Table; Official Events; Organization of Press Conferences and Summits; The Defense Attaché; Protocol in the Armed Forces; VIP Security; Symbolism and the World of Flags; Protocol in Sports Events; Protocol in International Organizations.

This module is all about welcoming visitors face-to-face or some other remote contact method used by the institution. The trainee will be able to:

  • Take into account the clients’ specificities, defining their requirements in order to fulfill their demands and satisfy their requests in accordance with the quality standards of the establishment. 
  • Notify them about the programs provided and how they operate. 
  • Inquire about their experience and report back to the hierarchy. 
  • Deal with their concerns within the boundaries of their duties. 
  • In compliance with the laws of confidentiality, receive and send messages to customers.
  • Help with the safety of the establishment, individuals and goods and interfere in the event of an emergency. 

This module deals with the managing of face-to-face or some other remote contact mechanism used by the establishment, for reservations of the hotel services. Based on sales made, the trainee will be able to:

  • Record customer stays times, service information and warranty products on hotel management software and booking media. 
  • Take care of reservations and room occupancy and remind the departments concerned of the services booked.

This module focuses on how to ensure the arrival and departure of one client and group of customers. Upon arrival of the client, the trainee will be able to:

  • Check the conditions of the reservation; provide access to the chosen rooms and facilities, and correct any problems that may occur. 
  • Take care of the distribution of the welcome documents to the clients; record the arrivals on the hotel management program and the media given and update the room occupancy schedule. 
  • When checking out, complete the verification of the invoice with the guests to ensure the accuracy of the data reported; receive the payment; close and edit invoices.
  • Update customer loyalty and according to commercial contracts, amend accounts receivable. 
  • Ensure the follow-up of stays, update the schedule of room occupancy and remind the appropriate departments of customer movements. Update the establishment cardex file.

Using the instructions, the information, communication resources and the help at its disposal, the trainee will be able to:

  • Respond to the customer’s requests for information in order to assist them in the organization of their stay. 
  • Analyze, list and update the tourist offer and give back practical information to the clients.
  • Educate, advise the clients on the organisation’s leisure activities. Hereby enhancing the value of the establishment’s facilities. In compliance with the management guidelines, book a customer service with an external service provider.

Based on the instructions of the hierarchy, the establishment cardex register, the knowledge of the services provided and the specificities of the clientele, the trainee will be able to:

  • Promote and sell the services of the establishment in order to contribute to the achievement of the turnover targets set out by the hierarchy. 
  • Face to face or from distance, and on the basis of customized sales claims, evaluate the needs of customers, advise them and arouse their interest. 
  • Verify the availability of services, match requests and assist consumers in their buying decisions. 
  • Enhance the consumer loyalty scheme set up by the establishment; make a sale and ensuring that the customer file is followed up. 
  • Inform the departments concerned of the sales made. 

Based on the consumption and turnover statements of the point of sale, the cash report and the directives of the hierarchy, the trainee will be able to:

  • Manage the accounts of the client in order to track the activities of the front office department. 
  • Update accounts receivable taking into account the terms and conditions of the commercial contracts.
  • Remedy discrepancies by fixing or supplementing incomplete or missing data. 
  • Close the cash desk and the day of operation, ensuring the backup and archiving of the information contained in the hotel software. 
  • Update and centralize the ratios and activity indicators of the reception department; and edit activity reports to transfer them to the hierarchy. 

In this module, the trainee shall transfer information within his department, between departments and to clients and professional partners. He/she will be able to:

  • Produce inter-and intra-departmental briefing notes or memos relating to the activities of the front desk department. 
  • React to fax receipts, write e-mails or letters to track business relationships with customers or professional associates and carry out a reconciliation between room occupancy and room service.
  • Monitor the establishment’s e-reputation, selling price and availability in the local competitive market, and report to management. 
  • Verify and correct the commercial offer of the establishment in the display media and distribution channel schedules.
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