1. CAREER MANAGEMENT
TIME: 8 HRS
TARGET GROUP: All employees regardless of position or title
BRIEF EXPLANATION:
One’s career is managed by the employer and him/herself mutually. Therefore, they both require skills and knowledge to manage it. A Japanese proverb says “No wind will help the sailor who does not know which port he is sailing to”.
2. Hygiene & Sanitation
TIME: 8 HRS
TARGET GROUP: All employees regardless of position or title, giving special emphasis to Food-Handlers.
BRIEF EXPLANATION:
Formal Information on Hygiene & Sanitation matters. What to do v.s what not to do with rational reasons. Personal care, physical appearance. VCD ( Film: Uninvited Guests), Overhead Projector, Flip Chart, are required
3. Fire & Security
TIME: 8 HRS
TARGET GROUP: All employees regardless of position or title
BRIEF EXPLANATION:
Formal Information on hotel fire & security matters: how to prevent fires, causes of hotel fires, how to fight fire, evacuation, pre and post fire activities, hotel fire fighting and fire warning systems, instruments and equipment. Concluded by practical training. VCD (For film - Hotel Fire), Overhead Projector, Flip Chart, fire extinguishers, and combustible material (For practical Training) are required
4. Telephone Manners and Techniques for the Hotelier
TIME: 8 HRS
TARGET GROUP: All employees using house phones officially giving special emphasis to Switchboard Operators
BRIEF EXPLANATION:
“The Telephone + You =Your Hotel” Manners and techniques of using telephones as an effective device for business promotion. Proper addressing, message taking, What/How/When to say and vice versa. Time saving techniques. Overhead Projector, Flip Chart, In-House Phones with loud speaker system, required.
5. Guest Relations
TIME: 8 HRS
TARGET GROUP: All guest-contact staff
BRIEF EXPLANATION:
The art and techniques of establishing and maintaining positive relations with people. The guest vs the customer. The importance of smiling face, love, respect, concern, empathy and professionalism in guest relations. Overhead projector, VCD (Guest Service -Putting the Guest First), Flip Chart and role playing set-up, required.
6. How To Handle Guest Complaints
TIME: 8 HRS
TARGET GROUP: All guest-contact staff
BRIEF EXPLANATION:
The art and techniques of handling guest complaints professionally. The reasons of complaints. Negative vs positive reactions. Complaints as vital feed-back. How to handle irate guests. Overhead projector, Video Equipment (Handling Guest Complaints), Flip Chart and role playing set-up, required.
7. Selling & Upselling
TIME: 8 or 16 HRS
TARGET GROUP: All guest-contact staff
BRIEF EXPLANATION:
Selling is hardly enough! A hotelier should crave for upselling to make all concerned (the guest, the hotel and himself) happy. Tangible vs Intangible Products, Customer vs Guest, Marketing vs Sales, Direct and Indirect Selling, Present vs Potential Client, Needs and Wants, The Four Basic Selling Skills, Upselling Techniques, Special Conditions, The Pareto Law. Effective Sales Calls (For Sales Reps). Overhead projector, VCD (Upselling & Suggestive Selling), Flip Chart and role playing set-up, required.
8. Total Quality Management In The Hospitality Industry
TIME: 8 or 16 HRS
TARGET GROUP: All supervisory and managerial staff
BRIEF EXPLANATION:
In our ever-growing competitive environment only the strong will survive; and the strength is “Quality” in everything we do and we produce. What makes TQM difficult and how to overcome these difficulties? . Guest Satisfaction. Value For Money. Customer Orientation. ISO Standards. Certification. The Prevailing Conditions For Turkey. Do we, some times, take our guests (and our jobs) for granted?! Overhead projector, VCD (Managing Quality), Flip Chart and role playing set-up, required.
9. Effective Communications
TIME: 8 HRS
TARGET GROUP: All supervisory and managerial staff
BRIEF EXPLANATION:
"Communication in organizations is analogous with the blood vessels of the body. Is it functioning efficiently in your work environment? There is always room for improvement. Barriers to communication. Techniques to improve. Case studies, role playing and games. Overhead projector, Flip Chart and role playing set-up, required."
10. Time Management
TIME: 8 HRS
TARGET GROUP: All supervisory and managerial staff
BRIEF EXPLANATION:
Nothing is more precious than time! A real professional has to be punctual whatever the circumstances may be. And, we all know that, this is not an easy task! You can only plan your day effectively only if you have planned your life. The effects of Cultural differences, personalities, different views, etc. Overhead projector, Flip Chart and role playing set-up, required. A belly dancer as course instructor’s assistant? Why not!
11. Stress Management
TIME: 8 HRS
TARGET GROUP: All supervisory and managerial staff
BRIEF EXPLANATION:
Stress is not always bad. On the contrary, it may even help you, as long as you can manage it. Causes of stress and how to overcome them. Dealing with people in stress. Overhead projector, Flip Chart and role playing set-up, required.
12. Meetings Management
TIME: 8 HRS
TARGET GROUP: All supervisory and managerial staff
BRIEF EXPLANATION:
How many hours per week do you spend in meetings?! How many more will you be spending in your career? Types of meetings. Are they all worth it? The meeting’s purpose and preparation. The participants. The minutes and the agenda. Timing. Presentation. Actions to be taken (Who, why, how, when?). Decisions. Follow-up, confidential-ity, etc. Overhead projector, Video Equipment (Meetings, Bloody Meetings), Flip Chart and role playing set-up, required.
13. Team Work
TIME: 8 HRS
TARGET GROUP: All supervisory and managerial staff
BRIEF EXPLANATION:
“Teamwork”, the magic word for the hospitality industry! How to be and stay as a team? Hindrances (What makes such a beautiful thing difficult to achieve?) Case studies, games, role playing. Overhead projector, VCD (Building a Professional Team), Flip-Chart and role playing set-up, required.
14. Pro-Active Management and Decision Making
TIME: 8 HRS
TARGET GROUP: All staff
BRIEF EXPLANATION:
Reactive Management is never enough; organizations should not settle for less than being and acting pro-active. This sets the border line between the “Successful” and the “Mediocre” and competition urges you not to be mediocre in order to survive.
15. Performance Appraisals and Objectives Setting (MBO)
TIME: 8 HRS
TARGET GROUP: All supervisory and managerial staff
BRIEF EXPLANATION:
One can not talk about organization-anal effectiveness without an efficient P.A. system. On the other hand, a poorly designed and handled P.A. system can do considerable damage to your company. How to prepare, process and follow-up performance appraisals efficiently and how to set objectives to be used as basis for appraisals. Problems, barriers, methods of overcoming them. A total systems approach for an organization is discussed and practiced. Overhead projector, VCD (Performance Appraisals), Flip-Chart required.
16. Interview Techniques
TIME: 8 HRS
TARGET GROUP: All supervisory and managerial staff
BRIEF EXPLANATION:
Have you ever felt sorry after hiring a person? Are you aware of the “Case of the Misfits”? You can avoid these undesired situations by effective selecting methods which only starts with Effective Interview Techniques. Training encompasses discussions, live practices and role playing. Overhead projector, Flip Chart required.
17. Train The Trainer
TIME: 16 HRS
TARGET GROUP: Departmental Trainers
BRIEF EXPLANATION:
One to one teaching is a skill all by itself. It is more difficult to teach someone to do something, then learning it for yourself. This training, teaches the “Four Stages Method” for practical training, which forms the basis of “Skills Training”. The participants will be asked to effectively perform the skills they have gained, initially in the seminar room, then on an ongoing basis.
18. Effective Supervision
TIME: 8 or 16 HRS
TARGET GROUP: All supervisory and managerial staff
BRIEF EXPLANATION:
"This training program aims to increase your efficiency on performing your supervisory tasks: Planning, Organizing, Staffing, Directing, Delegating, Coordinating, Motivating, Controlling.
Discussions, Games, Character Identifications. Overhead Projector, Flip Chart required."
18.1. LEAD & LIPS Survey
TIME: 1-2 days
TARGET GROUP: Participants: All staff Surveyed subjects: Managers"
BRIEF EXPLANATION:
LEAD (Leader's Effectiveness and Adaptability Distribution), in conjunction with LIPS (Leaders' Influential Power Survey) measures and yields scientific results as to the "Leadership Types" and "Sources of Organizational Power" practiced by your management staff and points out areas of improvement. Survey Methodology is based on a) Self and b) Subordinate evaluation.
18.2. Management Practices Efficiency Assessment Survey
TIME: 1 day
TARGET GROUP: All staff
BRIEF EXPLANATION:
This survey is designed to scientifically assess the efficiency level of your management practices and the working environment via subordinates' feed-back; very much like asking the students what they think about their teachers and their school.
18.3 Manager’s Mirror
TIME: 8 hrs
TARGET GROUP: All supervisory and managerial staff
BRIEF EXPLANATION:
People in working environments often tend to identify “the other person” more critically than him/ herself. This training program aims to enhance managers’ self understanding thus better discovering self strengths and weaknesses. Discussions, Games, Character Identifications. Overhead Projector, Flip Chart required.
19. S.Q.A. (Service Quality Audit)
TIME: 2-3 days
TARGET GROUP: Auditing process while the operation continues
BRIEF EXPLANATION:
This is an auditing process aiming to provide you with objective, non-biased expert data pertaining to the operational efficiency of your establishment, encompassing all major departments. This is, preferably, a “Mystery Guest Program”.
20. Employee Selection and Evaluation Tests
TIME: --
TARGET GROUP: H.R. Staff
BRIEF EXPLANATION:
Tests for employee selection, such as I.Q (Intelligence Quotient) Tests, M.A. (Mechanical Aptitude) Tests, Personality Tests, Foreign Language Proficiency Tests and designed to suit your establishment's needs.
21. Training Management
TIME: 8 HRS
TARGET GROUP: All managerial staff
BRIEF EXPLANATION:
Training for the people in the organizations is analogous with training for the sports professionals. So essential and so much neglected! Reason: Underestimation? No! Actual reason: Mismanagement!
21.1 Training Needs Assessment Survey
TIME: 1 day
TARGET GROUP: All staff
BRIEF EXPLANATION:
In order to yield optimum efficiency, no training should be given to the staff simply by "rule of the thumb" no matter whose thumb it is! This survey is designed to scientifically assess your staff's managerial and supervisory training needs.
22. Human Resources Management
TIME: 8 HRS
TARGET GROUP: All managerial staff
BRIEF EXPLANATION:
Within the context of Total Quality Management, the importance of "Human Resource", aside from monetary and physical resources is undebatable. This training program aims to distinguish between the classical functions of "Personnel Management" and the fundamental functions of contemporary "Human Resource Management" in order to establish an efficiently functioning Human Resource Department in your establishment. |