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Hotels, Restaurants & Leisure - Courses

Listed below is a selection of the courses we offer in the Hotels, Restaurants & Leisure Industry.

:: Survival English Group (Front of House/
   Food & Beverage)
:: Survival English Group (Back of House/
   Food & Beverage)
:: Cultural Awareness Group
:: Management Master Classes

Survival English Group (Front of house/Food & Beverage)

This 18 hour English course over 12 weeks is designed for a maximum of 12 trainees and consists of 1.5 hours of training per week. Alternatively we can offer 6 x ½ day sessions of 3 hours each over 6 weeks.

The course which has been specially designed for the Hospitality industry features modules on :

• Eating Out/The meal experience
• Advantage of working in the industry
• Health & Safety
• Managing Diversity
• Product Knowledge
• Sequences of Service/Upselling
• Wine & Bar service
• Performance Appraisals

All the components will include specialist vocabulary and language related to the industry.

This course is an ideal option for busy Hoteliers, Restauranteurs, and other companies in the Leisure industry who need their staff to be trained in English specialist to the Hospitality industry. It can also be used as a reward for staff who are showing commitment and loyalty to the business. On completion of this course, the employee will not only have learned how to communicate with the guest, but also how to provide excellent service.

Price: £1,080 + VAT [£90 per trainee] + £25 course materials per trainee (£5 per hour)

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Survival English Group (Back of House/Food & Beverage)

This 18 hour English course over 12 weeks is designed for a maximum of 12 trainees and consists of 1.5 hours of training per week. Alternatively we can offer 6 x ½ day sessions of 3 hours each over 6 weeks.

The course which has been specially designed for Foodservice & Kitchen staff in the Hospitality industry features modules on :

• The Hospitality Industry
• Basic Customer Care
• Product Knowledge
• Managing Diversity
• Cultural Awareness
• Teamwork/working with colleagues and other departments
• Dealing with suppliers
• Conflict Management
• Basic Food Hygiene
• Health and Safety
• Food service equipment knowledge

This course is an ideal option for busy Hoteliers, Restauranteurs, and other companies in the Leisure industry who need their staff to be trained in English specialist to the Hospitality industry. It can also be used as a reward for staff who are showing commitment and loyalty to the business. On completion of this course, the employee will not only have learned how to communicate with the guest, but also how to provide excellent service.

Price: £1,080 + VAT [£90 per trainee] + £25 course materials per trainee (£5 per hour)

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Cultural Awareness Group

The Cultural Awareness Training Sessions focus on raising awareness of the role of culture in the working environment rather than developing language skills. It is assumed that the participants' knowledge of English will be of at least intermediate level.

The 3 hour course of 2 sessions of 1.5 hours each has been specially designed for all staff working in the Hotel, Restaurant and Leisure industry.

The objectives of the cross-cultural training sessions are :
*raising awareness of the role of culture in professional and social relationships, why culture is important and what its impacts are
*identifying perceptions of self (as Portuguese, Polish, Italian nationals etc) and of others (British nationals), and the challenges of cultural differences in general
*learning about the expectations of customers, colleagues and managers, their values and their preferred communication styles

The sessions will involve topics on:

• An overview of the British culture - how the British do things, the way they
are, the language
• Status - the service industry in the UK
• Perceptions - how do the participants see the customers and how do customers
see them?
• Expectations of customers, colleagues and managers
• Communication etiquette ; effective communication across cultures, typical
style and potential challenges
• Incidents of 'culture clashes' - how to understand them and how to manage
them
• Showing emotion

In addition, participants will learn to focus on:

*self-awareness (learning to develop strategies which can be implemented in
the workplace)
*people skills (dealing with colleagues and customers with sensitivity and
empathy)
*teamwork (working together more effectively when understanding each other's
differences)

Price: £195 + VAT for group of 1-4 participants, £225 + VAT for group of 5-8 participants, and £255 + VAT for 9-12 participants.

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Management Master Classes

These Management Masterclasses, which have been specially designed for Managers working in the Hotel & Leisure industry, are 1.5 hour sessions.

We offer modules in the following :

Recruitment, Retention and People Planning
Attract the right people and make sure that your recruits stay with you:
• Attract the right people
• Save money on recruiting
• How to improve staff retention
• Develop interview and selection skills
• Retain and develop talented people

Client Relationship Management
The relationship you have with your clients is key to your success:
• Complaint handling
• Building rapport
• Identifying clients moments of truth

First Impressions and Customer Service
Smiles make sales and psychologists say we have anything up to 30 seconds to make a first impression in service environment:
• Learn how to make that WOW first impression
• Inspire teams to deliver exceptional service
• Recognise customer expectations
• Put yourself in your customer’s shoes

The Importance of Talking and Listening
Poor communication is often the reason why staff leave and for customer complaints:
• Body language
• Corporate communication skills

How to be a Successful First Time Manager
• Getting your team tuned in and turned on
• Adapting your style in a different situation
• Dealing with conflict
• Gaining respect from the team

Sales through Service
How to improve your service skill and increase your sales:
• Create a proactive service culture
• Suggestive selling
• Exceeding customer expectations
• Building customer relationships

Motivational Team Briefings
Team briefings are a very important way of communicating with and motivating your staff. These sessions are often neglected during busy periods:
• What are the essentials?

Find Ways to Differ from Your Competitor
• Creativity
• Commission
• Training

Interview Skills for Managers

Performance Management

Manage and Innovate

Price: £145 + VAT for group of 1-4 participants, £175 + VAT for group of 5-8 participants, and £205 + VAT for 9-12 participants.

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