Certificate in Front Office Management

Course Outline

The Certificate in Front Office Management includes four mandatory units.

Unit 1 Introduction to front office and its functions

• Front office Department
• Front office Operations
• Guest Cycle in Hotel Management
• Key Terms of Front Office
• Physical Setup of Front Office
• Operational Structure of Front Office

Unit 2 Front Office Staff, Ranks and Responsibilities

• Front Office Staff Qualities and Competencies
• Responsibilities of Reservation Manager
• Responsibilities of Reception Manager
• Responsibilities of Services Manager
• Responsibilities of Night-Audit Manager
• Responsibilities of Communication Manager
• Responsibilities of Front Office Manager

Unit 3 Front Office Reservation and Guest Registration Process

• Hotel Reservation and Types
• Role of Internet in Reservation Process
• Sources of Reservation
• Managing Reservations
• Understanding the Pre-registration Process of Guests
• Creating Registration Record
• Payment Methods and Assigning Accommodation

Unit 4 Front Office Accounting and Communication Management

• Introduction to Front Office Accounting
• Different Types of Accounts at Front Office
• Folios, Postings, Ledgers and Vouchers and their Types
• Account Settlement
• Importance of Front Office Communication
• Do’s and Don’ts of Front Office Communication

 

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Hotel and Hospitality, University 1st and 2nd Year

Description

Course Curriculum

1. DOWNLOAD MATERIAL

• Additional Course Materials for Hotel Receptionist
• MS Word Tips & Tricks

2. MODULE 01

• The 90: 90 Principle to create a powerful first impression
• Professional Receptionist Training Course Objectives
• Hot Telephone Tips
• Get the facts- ask the right questions
• Discuss Solutions- learning to listen

3. MODULE 02

• Practice good telephone skills
• Managing database and company files
• Booking or Reservation procedure
• Deal effectively with security and safety issues
• Successful Meetings & Minutes
• Meeting Arrangements
• Arranging Business Travel and Accommodation
• Arranging Business Travel and Accommodation
• Email Tutorial
• How to use Social Media to promote your company
• Minute Taking
• Microsoft Excel Tutorial
• MS PowerPoint Tips

 

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Hotel Receptionist & Opera PMS Hotel Software - 7 Saturdays

Description

Course Curriculum : Opera PMS Hotel Booking Software Training 

1.   Opera log in and log out, main screen

2.   Profile creation and amendments

3.   Profile notes

4.   Finding reservations – 2 ways

5.   Rate query screen

6.   Creating reservation

7.   Preferences and features requests

8.   Amending reservation

9.   Cancelling reservation

10.               Check in (2 ways)

11.               Check out

12.               Cashiering posting charges

13.               Cashiering splitting and transferring charges

14.               Cashiering routing

15.               Alerts

16.               Traces

17.               Room status, out of order and out of service

18.               Opera reports

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Hotel Receptionist Training with Customer Relationship and MS Excel

Course Design

This course is designed with the following modules:

Hotel Receptionist Diploma

• An Overview of Hotel Reception
• Hotel Reception Standard Procedures
• Communication Skills Required for Hotel Reception
• Customer Service in Hotel Reception
• Telephone Handling in a Hotel
• How to Handle Difficult Hotel Guests
• Administrative Skills as a Hotel Receptionist
• Computer Skills and Programs
• Brand Standards in the Hospitality World
• Being a Team Player: Working with Other Hotel Departments
• Safety and Security in the Hotel
• Sales and Marketing as a Hotel Receptionist
• Dressing the Part: Creating the Professional Look in Hospitality
• Keeping Stress Under Control on the Job
• Legal Issues in Hospitality
• The Future for Hotel Receptionists

Customer Relationship Management

• Customer Relationship Management
• What CRM Is and Who It Serves
• Checklist for Success
• Requirement Driven Product Selection
• Considerations in Tool Selection
• Strategies for Customer Retention
• Building the Future
• Homegrown vs. Application Service Provider
• The Development Team
• Evaluating and Reviewing Your Program

Getting Started with Microsoft Office Excel 2016

• Navigate the Excel User Interface
• Use Excel Commands
• Create and Save a Basic Workbook
• Enter Cell Data
• Use Excel Help

Performing Calculations

• Create Worksheet Formulas
• Insert Functions
• Reuse Formulas and Functions

Modifying a Worksheet

• Insert, Delete, and Adjust Cells, Columns, and Rows
• Search for and Replace Data
• Use Proofing and Research Tools

Formatting a Worksheet

• Apply Text Formats
• Apply Number Format
• Align Cell Contents
• Apply Styles and Themes
• Apply Basic Conditional Formatting
• Create and Use Templates

Printing Workbooks

• Preview and Print a Workbook
• Set Up the Page Layout
• Configure Headers and Footers

Managing Workbooks

• Manage Worksheets
• Manage Workbook and Worksheet Views
• Manage Workbook Properties

 

 

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Recruitment and Selection in Hospitality Industry

Description

Objectives

• Discuss the importance of Planning in Recruitment Process
• Explore the Ideal Recruitment procedures
• Identify the Importance of Interview in Recruitment

Programme Content

Topics:

• Flexible Employees
• The Importance of Planning Ahead
• Describing the Job to be done
• The Job Description
• Describing the Ideal Recruit
• Attracting Candidates
• Advertising
• Getting Information from the Candidates
• Selection
• Role Plays

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Travel & Tourism Crisis Management

Crisis Management in Travel & Tourism The very nature of the travel & tourism industry makes it susceptible to a variety of threats and challenges. The greater the number of service providers working together to create a travel product, the higher the likelihood of something going wrong along the way. And when things go wrong, customers expect managers and representatives to address the issues as quickly as possible. From flight cancellations to natural disasters to terrorism and so on, customers expect their services providers to assist with any and every crisis imaginable. It’s the classic case of hoping for the best, but always planning for the worst – thus being prepared for any eventuality.

This advanced tutorial has been designed for anyone pursuing a travel and tourism career at a management or business-ownership level. Find out what’s expected of tour managers before, during and after a crisis, along with the types of crises that may be encountered and the expectations of customers. Learn how to begin restoring tourist confidence, in both the tour operator and the destination, in the wake of a more serious crisis or incident.

Requirements

Travel & Tourism Crisis Management

No prior knowledge is required to take this course.

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Level 2 Certificate in Hotel Receptionist and Opera PMS Hotel Booking Software

Description

Course Curriculum

Following key topics are covered in this course;

Module 01: Produce standard documents and learn how to handle difficult customersModule 02: Gain practical knowledge of communication over the telephonModule 03: Become a master of Microsoft Office and Social Media handlingModule 04: Understand accurate data management and record keepingModule 05: Learn how to efficiently arrange travel and accommodationModule 06: Learn best practice for management and customer service

Learning outcomes

• Produce standard documents and learn how to handle difficult customers
• Gain practical knowledge of communication over the telephone
• Become a master of Microsoft Office and Social Media handling
• Understand accurate data management and record keeping
• Learn how to efficiently arrange travel and accommodation
• Learn best practice for management and customer service

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Diploma in Tourism and Hospitality Management (Level 7)

Description

The Level 7 Diploma in Tourism and Hospitality Management (QCF) consists of the following 6 mandatory units that provide a total of 120 credits:

• Strategic Management and Marketing for Tourism and Hospitality
• Destination Management
• International Tourism Policy and Development
• E-Tourism and Social Media in Tourism and Hospitality
• Advanced Research Methods in Tourism and Hospitality
• Organisational Behaviour in International Tourism and Hospitality Organisations

 

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Diploma in Tourism and Hospitality Management (Level 5)

Description

The Level 5 Diploma in Tourism and Hospitality Management consists of the following 6 mandatory units that provide a total of 120 credits (20 credits each).

• Contemporary Issues in Tourism and Hospitality
• Marketing Management in Tourism and Hospitality
• Customer Relations Management in Tourism and Hospitality
• Operations Management in Tourism and Hospitality
• Finance Management in Tourism and Hospitality
• Human Resources Management in Tourism and Hospitality

 

 

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British Cleaning Course and Housekeeping Management Training

Description

What will you learn in this British Cleaning Course and Housekeeping Management Training

British Cleaning

• Cleaning
• Cleaning Procedures
• Office Cleaning
• Entryways and lobbies
• Hard Floor Maintenance
• Floor Stripping
• Carpet Maintenance
• Carpet Extraction Cleaning
• Restrooms
• Spills
• Pest Management
• People with special needs
• Cleaning products
• Medical Cleaning
• Cleaning Business
• Tidying or Cleaning?
• Hiring Staff
• Writing Business Plan for Your Cleaning Company
• Ensuring Chemical Safety

Housekeeping Management

• Introduction to Housekeeping
• Housekeeping Principles
• Understanding Staff Duties
• Cleaning
• Inventory Control
• Planning & Organising the Housekeeping Department
• Understanding Budgeting
• Carpet Maintenance
• Wall, Ceiling and Window Cleaning and Maintenance
• Staffing
• Standard Operational Procedures in Hotel Housekeeping
• Laundry Operation in Hotel
• Health and Safety

 

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Tourism Management Entry Level 1

Description

Tourism Management Entry Level 1

Graduates of this TOURISM MANAGEMENT - AWARD course can engage in further studies in this field. Some of the typical careers one can pursue at the end of this course include tour manager, travel coordinator, flight attendant, travel agent, travel holiday representative and lots more.

Tourism Management - Learning Outcomes

This course is perfectly designed for those who :

• Want to learn fundamental and core concepts of travel and tourism industry.
• desire to move to higher levels in this industry
• Want to start a new career in this industry.
• People who have interest in expanding their career prospects or boosts their curriculum vitae.

Registering for this course will surely take their careers to the next level of excellence!

Tourism Management - Course syllabus

This Tourism Management - Award course is divided into two modules:

Module 1 - Overview of Travel and Tourism

Module 2 - Managing the Quality of Tourism Products and Services

Career path

Tourism Management Entry Level 1

There are various employment possibilities within Tourism Management - Award sector including employments at :

• Airports
• Airline and transport companies
• Travel agencies
• Hotels
• Visitor attractions
• Sports and recreation
• Large venues and stadiums

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Hotel Receptionist Training * Great New Year sale *

MODULE 01

• Professional Receptionist Training Course Objectives
• The 90: 90 Principle to create a powerful first impression
• Hot Telephone Tips
• Get the facts- ask the right questions
• Discuss Solutions- learning to listen
• Dealing with difficult customers

MODULE 02

• Practice good telephone skills
• Managing database and company files
• Booking or Reservation procedure
• Deal effectively with security and safety issues
• Successful Meetings & Minutes
• Meeting Arrangements
• Arranging Business Travel and Accommodation
• Email Tutorial
• How to use Social Media to promote your company
• Minute Taking
• Microsoft Excel Tutorial
• MS PowerPoint Tips
• MS Word Tips & Tricks

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Level 2 Certificate in Hospitality Management

Description

What will you learn in this Level 2 Certificate in Hospitality Management

Module 1

In this module you will learn all about Introduction to Hospitality. The hospitality field, by definition, is a service industry. Its task is to create shareholder wealth by servicing and satisfying guests. Industry segments include, among others: hotels, restaurants, private clubs, managed food service, event planning, tourism-related businesses, and travel providers. More often than not, tourism-released is either intangible or the perceived quality of the product purchased is impacted by the service method in which it was received.

Module 2

This module will teach you about Characteristics of the Hospitality Industry. We learned about different types of products and services provided by the hospitality industry and explored some key attributes of being a professional staff in the hospitality industry through completing Activity 1.1-1.3. We understand that working in the field of hospitality could be quite challenging. Different from other sectors, the hospitality industry is unique in its nature which tends to be service-oriented and has a strong emphasis on human exchange in the service delivery processes.

Module 3

In this module you will learn all about Relationship Between the Hospitality Industry and Tourism. Scope of the Hospitality Industry “Guests” means those who are away from their homes and it therefore, has generated a perception that the hospitality industry should include or overlap with the tourism industry to a certain extent. Without a clear definition of the scope of the hospitality industry.

Module 4

This module will teach you about Types of Accommodation. These hotels are located within the heart of a city. The type may vary greatly from business, suites, residential, economy, mid-scale to luxury.

Module 5

In this module you will learn all about Types of Room. Room types of hotels can be numerous which vary in their grading, features and functions. Receptionists and reservation staff should be familiar with all different room types and their characteristics so that a perfect guest-to-room fit can be achieved.

Module 6

This module will teach you about Types of Hotel Guests. They are individuals who travel to engage in leisure activities, outdoor recreation, relaxation, visiting friends and relatives or attending sports or cultural events.

Module 7

In this module you will learn all about Introduction to Hospitality Management. The very quoted lines of Samuel Taylor Coleridge reminds us about the feelings for mankind whoever he is or whatever he is- we should love all and that will grant our prayers and make the God happy. Without any doubt, the theme is much closer to Hospitality which refers the relationship between a guest and a host and their behaviour.

Module 8

This module will teach you about Influences Which Affect the Industry. There are various issues which may affect the Industry. It can be defined in two distinct ways- the one is, Social and Economical Issues and Influences and the other is the Social and Situational Influences.

Module 9

In this module you will learn all about The Development of the Hospitality Industry. Hospitality Industry is one of the most attractive and major industries around the world nowadays. The development of this industry comprises through developing hotels, restaurants, resorts, motels, picnic spots, amusement parks, etc. by the industrialists. In fact, this is the principal source of growing economy by earning foreign exchanges. Therefore, the development process will be responsible the increasing amount in tourism and the other influencing factors.

Module 10

This module will teach you about Hospitality Brands. “From the pinnacle of luxury to comfortable extended-stay suites and affordable focused-service hotels, our thirteen world-class brands delight our guests and reward our partners. And they’re all supported by our best-in-class revenue delivery and customer service programs”- Hilton, one of the remarkable hospitality brands who services almost all the facilities and recreation adopting different names as Conrad, Canopy, Tapestry, Double Tree and so on.

Module 11

In this module you will learn all about Accommodation. Accommodation is the fundamental need for human rights. It covers room, group of rooms or building in which someone may live or stay. Hotels, motels, lodgings are the synonym of accommodation where they service their customers by providing temporary shelter.

Module 12

This module will teach you about Food Service. Many scholars claim that the rhetorical function of food is to represent the culture of a country and that it can be used as a form of communication. According to Goode, Curtis and Theophano, food “is the last aspect of an ethnic culture to be lost”. Food Service in Hospitality Management includes industries which provide meals outside the home. Restaurants, cafeterias, catering services represent the food service in hospitality.

Module 13

In this module you will learn all about Successful Quality Management. There is an old saying in Quality Management: “If it’s not written down, the event never took place.” All businesses need a Quality Management System, but many do not have one, and if they do, it may not be managed very well.

 

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Chef Essential Training, Hospitality Management and Food Safety in Catering - 

Description

COURSE CURRICULUM

*Chef Essential Training*

Cooking Course for Chefs

• What you can learn from TV cooking shows
• Basic cooking techniques
• Adapting your cooking to all palettes
• Essential chef skills
• Becoming a saucier
• Working as a professional chef
• The tools you need to be a better cook
• Enrolling on a cooking course
• Giving and receiving effective feedback
• The value of a culinary degree
• Develop your knife skills
• Healthy cooking
• Presentation skills for home cooking
• Identifying your speciality
• Choosing a cooking class
• Going professional with your cooking
• Professional kitchen expertise
• Where to find the best recipes
• Equipment for home baking
• Developing your career as a chef
• Working in a professional kitchen environment
• Matching spices
• Key skills of the home cook
• Are you ready to open your own restaurant?
• The realities of being a professional chef
• And much more...

*Hospitality Management*

• Introduction to Hospitality
• Characteristics of the Hospitality Industry
• Relationship Between the Hospitality Industry and Tourism
• Types of Accommodation
• Types of Room
• Types of Hotel Guests
• Introduction to Hospitality Management
• Influences Which Affect the Industry
• The Development of the Hospitality Industry
• Hospitality Brands
• Accommodation
• Food Service
• Successful Quality Management

*Food Safety in Catering*

• Complying with the Food Safety Act
• Principles of HACCP
• Understanding food poisoning
• Food contamination and allergenic hazards
• Maintaining food safety standards
• Temperature control, heating, cooling and holding
• The importance of good personal hygiene
• Establishing a cleaning rota
• Learn more

Certification

Upon successful completion of the course you will be able to obtain your course completion e-certificate free of cost. Print copy by post is also available at an additional cost.

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