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EFFECTIVE SERVICE BLUEPRINT FOR LOCAL AND MODERN HOTELS

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Background

A  good hotel primarily is a service outlet. A place where human energy, efforts and skills generate value and money through the provisions of essential services such as lodging, relaxation, hospitable environment, domestic services – washing, cleaning, laundry, vocational and apprenticeship training. It is a place where the passion of service creates satisfaction, loyalty, value and entertainment.

Goal

The goal is “…to equip participants with the practical idea, knowledge and creative skills which support best practices, performance and standard service culture in the hospitality industry.

Objectives

The objectives are:

  • to pioneer a new service culture in hotels, resort centres catering and the entire hospitality industry;
  • to help hotels, lodges and inn manage customers’ concerns, services and processes in the hospitality industry;
  • to foster partnership between employers and employees in the hospitality industry; and
  • to identify with a work environment that encourages commitment, innovations and relaxation.

Who Should Attend

This practical training programme is designed for:

  • managers;
  • supervisors;
  • human resources personnel
  • cooks, porters
  • room-maids and waiters
  • house keepers
  • store and control supervisors

Training Curriculum

The training curriculum covers:

  • Hotel Management Contents, Value and Functions;
  • A Blueprint on Hotel Organizational Structure;
  • Ethics and Service Culture in the Hotel Management;
  • Room Care Services:- Unbelievable Customer Service;
  • Laundry Techniques and Fibre Care;
  • Kitchen Management Techniques – Processes and Procedures in Kitchen;
  • Standard Meal Planning for Standard Hotels;
  • Care of Surfaces – Wood, Floor, Glasses and Ceramics.

Duration

This training is designed to last for one (1) year.

Methodology

This training will adopt seminar, lecture, case studies, analysis and workshop, manual, methods. To enhance cognition, presentation, technology such as flip charts, power-point presentation and demonstration will be adopted.

Management Team

  1. Augustine Onwusakwe (B.Sc. Catering & Hotel Management). He has worked for several Hotels, and Restaurants in Lagos State. Currently, he consults for Eko suites.
  2. Joy Morrison (B.Sc. Food & Nutrition) She has over twelve years experience as a teacher, catering trainers and related others. She has specialists skills in Hotel Training.
  3. Gabriel Yorkina. He has 15 years experience. He has several hotel contracts with Hotel Presidential and other eateries in Port-Harcourt.

Indicators of Achievement

The major indicators of achievement are:

  • efficient customer service department in the hotels;
  • positive attitude to work;
  • change of negative mindsets;
  • business integration;
  • increased patronage; and
  • acquisition of smaller businesses.

Training Venues

(A)       Grade “A” Hotels

(B)       Rented Halls and Building

(C)       Office Board Meeting Avenue

Category of Participants

Directors, General Managers, Managers, and Supervisors

Chefs, Kitchen Assistants, First Desk Officers, Customer Service Officers and Marketing Officers.