Hospitality Knowledge Specifications
The hotel protocol touches all aspects of service needed through a luxury hotel hospitality service, all points addressed in the TLL hospitality service and all VIP hotel hospitality foundations, while all content is always custom-designed individually for each hotel unique needs
Customized Solutions
Intro
- The International Business Language in the modern era
- Different cultures – Common human ground
- A timeline of culture junction
- Human communication in the Technological era & Digital eco system
- Culture of time and timing: Hospitality fundamentals
Initial interaction – Name Branding
- Effective and positive self-presentation: Name tags
- Names & Nicknames
- Small talk – Great Potential
- Handshake Protocol
- Business Cards as part as a managerial and professional image
A presentable, professional, impressive presentation
- Perfect look delivers a professional message
- Beauty & Hygiene
- Wardrobe Code – Basics of styling, appearance, and dress code
- Accessories – The small details of success
- Uniform – Wear it neat & right
Non-Verbal messaging: Body Language
- Establishing a strong, stable, effective presence
- Getting to know body language and its importance
- Eye Contact, Smile, Posture, Correct walking/sitting on duty
- Handshakes, Hugs & Kisses
- Gestures around the world
Verbal Message: The messaging beyond the words
- The art of small talk
Quality Service
- Manners & Etiquette Protocol as a tool to promote Service Upgrade
- Developing Service Awareness in the Modern Era
- Phone Communication
- Digital Communication Etiquette
- Direct service: Face to Face
- Professional & Effective Service as a tool to improve and create luxury service image
Guest-Driven Approach
- Getting to know the guest and its needs based on appearance, body language and style of communication
- Custom-Designed for your guest
- “Imitating” Technique as a tool to create understanding and bond between staff and guests (Matching verbal tone, matching body language, matching messaging) NLSP
- Workflow in front of hotel guests
- Displaying a business presentation to guests
Effective Service Process
- Etiquette & Manners as part as a marketing and hospitality technique
- Service as a marketing and sales promoter
- Service Technique – NLP – using all five senses as a tool to read your guests
- Identifying real objections
- Rules and tools to soften and neutralize objections
Quality of Life in the Work Environment
- Constructing a pleasant and effective work environment
- Correct communications between colleagues
- Allocating Responsibilities correctly and effectively
- Teamwork and support among staff members
- Effective teamwork between departments and elements in the organization
Hospitality Training Specifications by Department
Reception Desk
- Welcoming and greeting the guests
- Quick, effective, pleasant check in and room reception
- Providing accurate, helpful information regarding all guest’s needs
- Check out process: Make it quick, effective, and polite
Waitstaff – Dining Hall, Banquet Hall, Restaurants – Food & Beverage
- Welcoming and greeting the guests
- Body Language and keeping the guest’s personal space
- Menu service protocol
- Taking orders guidelines
- Service Technique: Cocktail, Buffet, Table Service
- Methods of guest treatment throughout the event and/or service
- Handing the Bill Guidelines
- Table Service Protocol for different stages: Formal and informal
- Menu Language
- Service Protocol
- Protocol Introduction: VIP & Luxury service
- Hall Preparation prior to guest arrival
- Cocktail Party – Preparation, Guidelines
- Buffet Style – Preparation, Guidelines, Planning
- Teamwork
Event, Guest Communication, and PR Department
- Protocol of Formal & Governmental Hospitality
- Planning and setting up events, based on guest & client needs
- Different event styles
- Creating and concepting a successful, pleasant event atmosphere
- Interactive Active Operation among all event factors (Food & Beverage, Waitstaff, Decorators)
- Overall Guest Approach – Concepting and Setting up event for full guest satisfaction
- Flags & Manners
Senior Management
Business Correspondence
- Proper Effective Correspondence with guests, clients, suppliers, and organizations
- Guidelines for written communications
- Answering E-mails, messages & posts
- Internal organization Correspondence
Managing Meetings & Appointments
- Setting up Internal organization meetings
- Setting up out-of-organization meetings
- Setting up meetings via phone communication
- Planning a schedule
- Managing effective meetings
- The Art of cultural, effective arguments and disagreements
- The Art of listening