– The trainings will be delivered by certified master trainers + guest lectures by SHL trainers, present at the moment at the Training Centre
I. Evaluation of the facility
day 1– site visit and evaluation
day 2– feedback and a discussion with an owner, manager, supervisor
II. Customer relations and communication
Day 1– communication skills
– voice volume, tone and pitch adapted to the environment and the space
– getting to know the guest in a polite manner, while refraining from showing an excessive interest and prying
– facial expressions
– body language
– non-verbal communication (eye contact, physical contact, handshake etiquette)
– memory exercises and identifying the guests
– the importance of listening to the guest
Day 2– problem solving
– client vs. client
– client vs. employee
– techniques for dealing with difficult guests
– how to keep the guest satisfied even after the occurrence of an omission or a misunderstanding
– manners of overcoming any unforeseen situations
III. Revenues and sales management
Day 1- Financial management highlights
– meaning, purpose and benefits of a good financial management
– the role of the manager in revenue management
– recognizing the market position and establishing the financial condition and the capability of the facility
– market trends and competition analysis
– monitoring the fluctuations of prices
– pricing and creating an offer
– developing profit increase skills
– acquiring a capability for forecasting and creating future work policies
Day 2- Marketing and promotion
– concept for creating a marketing plan
– keeping up with the trends in the sphere of marketing and promotion
– development and advancement of marketing methods and techniques
– analyzing the successfulness of various types of advertising media
– key factors for good marketing and promotion
IV. Motivation techniques and coaching
Day 1- Public appearance and public relations skills
– keeping the focus on the event and the situation
– dealing with panic and stage fright
– oratory techniques for conveying a powerful and convincing message
– providing information with a clear concept and meaning
Day 2 – The leader as a mentor and a trainer
– leadership skills development
– creating a practice for sharing knowledge and positive examples
– applying employee motivation and incentive mechanisms
– creating a system for communication with the employees and for information sharing
– evaluation and acknowledgment of the feedback provided by the employees
V. Law and human resources
Day 1- legislation
– basic legal regulations that should be constantly complied with and applied in the sphere of hotel and hospitality operations
– communication with competent authorities and inspectorates
– contents and structure of a good managerial contract
– elements of commercial agreements
Day 2- Human resources management
– concluding contracts with employees
– concluding special contracts for training or upgrading and improving the employee
– a non-compete clause
– legal communication between the superior and the employee at all levels
– establishing trust and safety with the employees
– building a control and supervision system
VI. English language in hospitality operations
Day 1- basic terminology and use of English in hotel and hospitality operations
Day 2 – written correspondence
– Rules for writing e-mails
– General terms and phrases used for accepted designations in the field of work, menus, announcements
Each of the modules comprises a practical part, a task assigned by the trainers that the participants should solve by implementing it in their respective facility. The tasks will be commented together with the trainers prior to the beginning of each upcoming module and also during the last week prior to the completion of the training.
At the end of the training, the participants will be awarded a certificate issued by the Akademik Training Centre.
– a possibility to become aware of the strengths and weaknesses of your facilities (evaluation against Swiss standards)
– developing unique personal traits that will help you cope with daily situations, as well as new knowledge related to the sector that you could apply in your facilities
– an exclusive opportunity to become acquainted with the trainings offered by GDLO – Akademik Training Centre, where present and future employees will have an opportunity to get a training in the future.
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