Course Outline

Hospitality Operations

• Use Telephone Systems in a Hospitality Environment
• Maintain a Reservation Service in a Hospitality Environment
• Receive and Action Payments in a Hospitality Environment
• Exchange Foreign Cash and Travellers Cheques for Customers in a Hospitality Environment            
• Perform Cashier Closure Operations
• Organise a Porter Service in a Hospitality Environment
• Organise a Property Collection and Delivery Service in a Hospitality Environment
• Demonstrate Knowledge of Hospitality &Tourism Product
• Demonstrate Knowledge of Concierge Service, Courtesy Transport and Parking Services for Customers in a Hospitality Environment                                    

Customer Service                                   

• Provide Customer Service for Visitors
• Handle and Store Customer and Establishment Property in a Hospitality Environment
• Provide Establishment Equipment to Customers in a Hospitality Environment
• Deal with Customer Complaints in the Hospitality Industry
• Provide Office Reception Services

Generic                            

• Understanding Supervisory Skills, Roles and Responsibilities
• Participate in Groups and/or Teams to Gather Ideas and Information
• Plan and Implement Hospitality Staff Rosters
• Maintain Personal Presentation and Appropriate Communication Techniques
• Apply Time Management Concepts and Methods in Business Situations as a Supervisor
• Demonstrate Knowledge of Quality and its Management- Leading Quality Assurance Standard            
• Carry Out Induction Programme for New Recruits at Workplace

Communication Skills                              

• Use Communication Systems in the Hospitality Environment
• Demonstrate and apply knowledge of Business Communication in the Hospitality Environment