Comprehensive Training Curriculum on Hospitality Management Training PPT
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Comprehensive Training Curriculum on Hospitality Management Training PPT with all 402 slides:
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- 10 Structured Sessions
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- Detailed Instructor Notes
- 350+ Professionally Designed Slides
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Complete Curriculum
- What is Hospitality?
- Hotel Management vs Hospitality Management
- Scope of Hospitality Industry
- Food Services
- Accommodations
- Entertainment
- Travel Services
- Characteristics of Hospitality Industry
- Intangibility
- Inseparability
- Variability
- Perishability
- High Operating Cost
- Seasonality
- Heterogeneity
- Labor Intensive
- Emerging Trends in Hospitality Industry
- Emerging Digitalization Trends in Hospitality Industry
- Smart Rooms
- Artificial Intelligence
- Virtual Reality
- Cyber Security
- Blockchain Solutions
- Hospitality Industry Statistics
- Key Takeaways
- Let’s Discuss
- Let’s Test What We Have Learnt
- Hotel Departments and their Functions
- Front Office Department
- What is Front Office and its Roles?
- Front Office Sections and Functions
- Tips for Front Office Executives
- Operational Structure of Front Office
- Food and Beverage (F&B) Department
- What is the F&B Department?
- Functions of F&B Department
- Services that the F&B Department Provides
- Operational Structure of F&B Department
- Kitchen Department
- What is Kitchen Department?
- Kitchen Department Sections and Functions
- Kitchen Layouts
- Kitchen Department Organizational Charts
- Housekeeping Department
- What is the Housekeeping Department?
- Sections of Housekeeping Department
- Functions of Housekeeping Department
- Housekeeping Department Hierarchical Chart
- Administrative Department Sections and Functions
- Front Office Department
- Additional Services Provided by Hotels
- Local Guides
- Car Rentals
- Catering Services
- Hotel Organizational Charts
- Types of Hotel Rooms
- Key Takeaways
- Let’s Discuss
- Let’s Test What We Have Learnt
- Guest Life Cycle
- Strategies to Enhance Guest Experience
- Pre-Arrival
- Share Information of Services Provided
- Questionnaire to Personalize Experience
- Ask for Special Request, if Any
- Make Website Mobile-Friendly
- Send Welcome Note with Booking Confirmation
- Invest in Automation Tool
- On-Arrival
- Ensure Property is Well-Maintained
- Welcome Guests with Greetings
- Serve Guests Beverages
- Smooth Check-In Process
- Accompany Guests to Room
- During Stay
- Personalize A Guest’s Stay
- Ensure Cleanliness and Maintenance
- Always Be Proactive
- Maintain A Detailed Guest Profile
- Handle Complaints with Care
- Be Empathic and Authentic to Your Guests
- Use a Good Hotel Operations Software
- On-Departure
- Arrange Paperwork
- Greet the Customer
- Ask About the Stay
- Review Bill With Guest
- Process Payment
- Ask about Other Services
- Thank the Customer
- Report Back
- Post-Departure
- Use Comment Cards and In-Room Calls
- Monitor Social Media
- Use Hotel Property Management System
- Conduct Email Surveys
- Create Guest Profiles
- Send Promotional Emails
- Guest Care in Hospitality Industry
- Types of Guests
- Business Travelers
- Event Attendees
- Boomers
- Millennials
- Families
- Needs of Guests
- Benefits of Satisfied Guests
- Key Takeaways
- Let’s Discuss
- Let’s Test What We Have Learnt
- Pre-Arrival
- Guest Complaints in Hospitality Industry
- Types of Guest Complaints in Hotels
- Room-Related Complaints
- Food & Beverage Related Complaints
- Mechanical Complaints
- Service-Related Complaints
- Attitudinal Concerns
- Unusual Issues
- Benefits of Hotel Guest Complaints
- Increase in Customer Satisfaction
- Product/Service Upgrade
- Improvement of Policies and Procedures
- Brand Reputation Enhances
- Cultivates Customer Loyalty
- Guests Complaints Handling Process
- Listen
- Confirm the Complaint
- Analyze The Complaint
- Solve The Complaint
- Follow-Up
- Service Recovery Paradox for Hospitality Industry
- Strategies to Deal with Upset Guest in Hotels
- Listen with Care
- Avoid Arguments
- Take Notes
- Don’t Use Aggressive Body Language
- Isolate The Situation
- Comfort with Best Offerings
- Come up with a Conclusion
- How to Address different Types of Complaining Guests
- Dos and Don’ts for Handling Guests Complaints in Hotel
- Guest Complaint Form
- Key Takeaways
- Let’s Test What We Have Learnt
- Let’s Discuss
- Why Great Hotel Catering Matters!
- Recommendations for Successful Hotel Catering
- Prepare Food that Stands Out
- Match the Food with the Event Theme
- Host Tasting Events
- Improve Food Safety
- Ensure Proper Liaison Between Teams
- Hire Talented and Adequate Number of Staff
- How to Set a Table?
- Guidelines for Table Setting in a Hotel
- O.R.K.S. Tip for Table Setting
- B&D Technique for Table Setting
- Types of Table Settings in Hospitality Industry
- Formal
- Informal
- Casual
- Russian
- American
- English
- Buffet
- Event Checklists
- Event Budget Plan
- Key Takeaways
- Let’s Discuss
- Let’s Test What We Have Learnt
- What is Housekeeping?
- Hotel Housekeeping Department Functions
- Cleanliness Maintenance Functions
- Coordination Functions
- Management Functions
- Staff Guidance
- Why is Housekeeping Department Crucial for Hotels?
- Guest Comfort
- Property Cleanliness and Hygiene
- Workplace Safety
- Stimulating Décor
- Housekeeping Cleaning Procedures
- Manual Cleaning Methods
- Mechanized Cleaning Methods
- Recommendations for Housekeeping of Hotel Rooms
- Hotel Housekeeping Department Checklist
- Key Takeaways
- Let’s Test What We Have Learnt
- Effective Communication for Quality Service
- Importance of Effective Communication in Hospitality Industry
- Tips to Improve Hotel Staff Communication Skills
- Be Clear, Concise and Consistent
- Develop Active Listening
- Use Nonverbal Communication
- Good First-Impression
- Deliver Effective Oral Reports
- Hotel Staff Communication: Things to Say and Not to Say
- Hotel Front Office Communication: Dos and Don’ts
- Acoustic Challenges in Hotel Industry
- Tips to Communicate in a Noisy Hotel Environment
- Working of Sound Masking in Hotels
- Benefits of Sound Masking in Hotel Industry
- Giving Directions and Feedback to Hotel Staff
- Handling Criticism in Hospitality Industry
- Key Takeaways
- Let’s Discuss
- Let’s Test What We Have Learnt
- Safety and Security in Hotel
- Hotel Security and Safety Department Functional Areas
- Hotel Security Department Hierarchy Chart
- Security Concerns at the Hotel
- Guests’ Privacy
- Unexpected Thefts
- Guest’s Antisocial Behavior
- Unauthorized Visitors
- Employee Safety
- Cybercrimes
- Crash of Security Systems
- High Audit Costs
- Preventive Measures to Ensure Hotel Security:
- Facility Protection: Key Management, Video Surveillance, Vehicle Protection, and Access Control
- Human Protection: Panic Buttons, Evacuation Procedures, and Security Staff
- Asset Protection: In-house Safes, Phone and Mobile Device Security, and Cash Handling Procedures
- Emergency Situations and Preventive Strategies in a Hotel
- Fire Incidents
- Bomb Threat
- Accidents
- Medical Emergency
- Death of a Guest
- Drunk Guest
- Key Takeaways
- Let’s Discuss
- How to Track a Hotel’s Online Reputation?
- Hotel Reputation Management Components
- Monitoring
- Repairing
- Building
- What is Hotel Reputation Management?
- Significance of Reputation Management
- Strategies to Improve a Hotel’s Reputation
- Optimize the Website for Search
- Personalize Responses
- Schedule Time to Respond Regularly
- Focus on Digital Marketing
- Competitor Benchmarking
- Showcase Reviews Page on Website
- Send Automated Feedback Surveys
- Analyze Performance
- SEO Tips to Improve a Hotel’s Website Ranking
- Hotel Reputation Management Dashboards
- Reviews Reply Templates
- Positive Guest Review
- Negative Guest Review
- Key Takeaways
- Let’s Discuss
- Let’s Test What We Have Learnt
- Delivering a Great First-Impression
- Impact of Positive First-Impressions on Hotel Guests
- Where is Hotel's First-Impression Created?
- Recommendations for Delivering a First Great Impression
- Optimize Hotel’s Website
- Manage Online Reviews
- Create a Welcoming Atmosphere
- Personalize Communication
- Ensure Smooth Check-in
- Ensure Cleanliness
- Engage Guests Digitally
- Key Takeaways
- Let’s Discuss
Thumbnails of all the slides
Sample Instructor Notes
What is this slide for: Impact of Positive First Impressions on Hotel Guests
This slide contains: This slide highlights the importance of delivering a first great impression as it conveys professionalism, positive online brand image, and demonstrates openness, and provide referrals.
Instructor's Notes:
The impact of great first-impressions on hotel’s guests is:
- Conveys Professionalism: Professional behavior puts a great first-impression on guests and makes them want to revisit. Hotel staff can exhibit professionalism while communicating with guests with the maintenance of direct eye contact, smiling faces, and wearing business apparel
- Positive Online Brand Image: Great first-impressions lead to happy guests. Guests make use of social media to convey their experiences in the form of reviews, which thousands of viewers see online, creating a positive hotel image
- Demonstrates Openness: A great first-impression can be achieved through sincere demonstration of an openness to build rapport with new guests. The hotel staff must be open to fulfill guests' needs and must incorporate their suggestions. It indicates that the hotel is more concerned with satisfying their guests than protecting its own profit
- Referrals to Other Guests: A first-impression is one that guests remember for a long time and convey to their friends and relatives too. Creating a good first-impression, thus, makes big impact on the customer base for the hotel in an indirect way
What is this slide for: Functions of Housekeeping Department in Hotel
This slide contains: This slide highlights functions of housekeeping department in hotel. These are cleaning rooms and public area, bed making, clothing and linen management, laundry services, key control, pest control, interior decoration, and room maintenance.
Instructor’s Notes:
The functions of housekeeping department in hotel are:
- Cleaning Rooms and Public Area: The housekeeping staff should maintain cleanliness and hygiene of hotel property as standard of a hotel is reflected in clean floors, lobby, dining rooms, store room, bars, etc
- Bed Making: It is the duty of the housekeeping department to ensure that the lean sheets, blankets, pillows, bottom sheets, night sheets, etc., are set in a proper manner. A skilled housekeeping personnel should be able to make a neat bed within minutes
- Clothing and Linen Management: In hotels, curtains, cushion covers, pillow covers, bed sheets, etc. are included in linen. Efficient linen and laundry management requires proper wash and treatment of soiled clothings so that they look and smell fresh
- Laundry Services: The housekeeping department ensures proper cleaning and hygienic washing of all linen items and a continuous supply of linen to departments
- Key Control: The housekeeping staff securely handles keys before and after allocating the room to guests
- Pest Control: There is always high risk of the presence of bedbugs, rats, mice, cockroaches and other insects that can damage the hotel’s reputation, thus pest control is an important part of housekeeping department's responsibility
- Interior Decoration: Interior decoration is concerned with aesthetically designing and planning a room and creating a pleasant atmosphere by adding art and craft. and it is done by housekeeping department in a hotel
- Room Maintenance: All damaged and broken items such as broken furniture, squeaking doors, pipe leakages etc in hotel’s rooms have to be given special attention. The housekeeping department works in liaison with the maintenance department and makes sure all rooms are perfectly maintained and are in pristine condition
What is this slide for: Scope of Hospitality Industry
This slide contains: This slide provides information about the scope of hospitality industry which includes food services, accommodations, entertainment, and travel services.
Instructor’s Notes:
The scope of hospitality industry is as follows:
- Food Services: Hotels compete to provide the best customer experience with quality food and beverages. It is offered through cafés, restaurants, pubs and bars, nightclubs, and tea and coffee shops
- Accommodations: The purpose of accommodation is to provide a safe and secure place for people to stay. These range from affordable small establishments (such as motels and lodges) to expensive and luxurious properties (villas, cottages, etc.)
- Entertainment: Entertainment covers everything from music concerts, art and performance, museums, theme parks, sporting events, escape rooms, and cultural events that enable people to take part in recreational activities for hobby, cultural and educational purposes
- Travel Services: Travel and tourism provide means of transport to move travelers from one place to another. It includes travel agents, logistics companies, sightseeing, bus and walking tours, airlines, taxis, and car rentals
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