Hotel Service Specialist Courses
General information. Hotel Service Specialist Courses
Total amount of training: 152 acad. hours, including the volume of classroom and practical work of 152 acad. hours
Study group (ISCED): Hotel, restaurants, and catering
Language: Russian, English
Course group: up to 10 people
The course program of Hotel Service Specialist Courses is based on the professional standard “Hotel Receptionists” of the European classifier of professions ESCO (European Skills, Competences, Qualifications and Occupations)
Teaching methodology
The training consists of lectures that are held online in ZOOM. For the demonstration of the practical work are used video materials.
Educational materials. Hotel Service Specialist Courses
Each student receives learning materials in PDF Format. The student receives the learning materials after paying for the tuition and crediting the payment to the current account of the education centre. After receiving the payment, the education centre provides the student with access to the personal account. The student’s learning materials are located in the personal account. Video materials are sent in the appropriate video format. The cost of training materials is included in the course price.
Description of the learning environment
Training is conducted online via ZOOM.
Conditions of graduation
The course is considered as completed, after the student has passed all the subjects prescribed in the curriculum, in the amount provided by the curriculum. The exam is conducted in the form of an examination test according to the course program. The exam is counted as passed if the student has completed at least 60% of all tasks of the test. At the end of the course, the student receives a certificate of completion or certificate of attendance of the course.
Documents the student receives
A certificate of completion of the course is issued if the student has attended at least 70% of the classes, completed at least 70% of the homework and independent work and/or passed the course exam. If a student attended less than 70% of classes, completed less than 70% of homework and/or did not pass the course exam, then upon completion of the course he will be issued a certificate of attendance of the course.
The certificate of completion of the course contains the student’s personal data and school data, learning outcomes (knowledge and practical skills that the student has acquired as a result of the training), the scope of the curriculum, the period of study, a list of teachers.
The certificate of attendance of the course contains the student’s personal data, school data, the number of academic hours of study attended by the student, the period of study, a list of teachers.
Both certificates are issued in English.
As a result of the course, the student has the knowledge and skills necessary to organize the work of the hotel and provide accommodation services.
Courses of hotel service specialist are designed for those who want to gain the knowledge necessary for the organization of work and the provision of certain services in the field of hotel services.
At the end of the course, the student:
- professionally communicates with customers;
- provides information and sells hotel services;
- accepts group orders and supervises the preparation of rooms for receiving guests;
- controls the procedures of arrival and departure from the hotel, carries out settlements with customers;
- prepares a plan for the arrival of guests and relevant reports;
- Instructs and manages staff;
- if necessary, can prepare and serve coffee, tea;
- is able to provide first aid;
- organizes cleaning of hotel rooms, as well as preparation and maintenance of events;
- is responsible for the organization of work and guest service;
- knows traditions and customs of the hotel business.
Course program. Hotel Service Specialist Courses online
1. Hotel services and organization of work (20 acad. hours/5 lessons of 4 acad. hours)
1.1. Traditions of the hotel business
1.2. Classification
1.3. Adaptation to customer needs and motivation management
1.4. Drawing up service instructions and manuals and updating them
1.5. Transport for servicing tourists. Joint work
1.6. Tour Operators. Partnership. Briefing. Requirements
1.7. Hotel Services
2. Fundamentals of Management
2.1. Types of management and distribution of functions
2.2. Organization of work of departments and subdivisions
2.3. Compliance with service quality standards and control
2.4. Night audit
2.5. Concierge Service
2.6. Security Service. Theft Prevention
2.7. Informing and training of personnel
2.8. Fire safety standards
2.9. Job descriptions and personnel requirements
2.10. Work on schedule. Features of work at night
3. Work of the reception department (16 acad. hours/4 lessons of 4 acad. hours)
3.1. Organization of the workplace in the reception department
3.2. Informing customers. Places, methods, forms
3.3. Provision of additional services
3.4. Competence in pricing
3.5. Standards of service within the network
3.6. Movement of operational information and control
4. Placing an order and receiving a client
4.1. Arrival and registration of the client. Verification of documents
4.2. Registration of a key card
4.3. Work with keys and their movement in the hotel
4.4. Checking the readiness of the rooms for check-in.
4.5. Transfer of necessary information to departments
4.6. Handing over and accepting a shift
4.7. Features of group check-in
4.8. Service etiquette and rules of good manners
5. Course of psychology (16 acad. hours/4 lessons of 4 acad. hours)
5.1. Psychology of communication
– The Value of Communication
– Determining your personal advantages
– Positive perception of reality
– Methods of psychological protection
– Motivation management
– Relationships in the team
– Own responsibility
– Delegation of Responsibility
– Creating a positive reaction in customers
– Ability to listen and manage a conversation
– How to cope with loads
5.2. Service Psychology
– Talking on the phone
– Conflicts and ways to overcome them
– Choice of words and purity of speech
– Features of working with the group
– When the customer is “king”
– Auxiliary techniques for maintaining a conversation
– Methods of training attention and memory
6. Fundamentals of legislation (16 acad. hours/4 lessons of 4 acad. hours), (read by a lawyer, if you have your own lawyer or partner firm write to us)
6.1. Personal Data Protection Act. Collection and protection of personal data of customers and employees
6.2. Law on Employment Contracts. Fundamentals of Financial Discipline, Features of the Industry
6.3. Law on Consumer Protection. Reception and consideration of complaints and suggestions. Answers in oral and written form. Competence.
6.4. Conducting an inventory. Deadlines. Current control.
6.5. Transfer of competence to the police
6.6. Rights of security guards
6.7. Alcohol law. Smoking in designated areas.
6.8. Parking near the hotel and in the city
7. Calculations (8 acad. hours/2 lessons of 4 acad. hours)
7.1. Basic documents and their completion
7.2. Cash receipts
7.3. Invoice and Content
7.4. Cash register accounting
7.5. Bank payments and payments by bank cards
7.6. Payroll. Payroll Statements
7.7. Confidentiality
8. Organization of public catering in the hotel (32 acad. hours/8 lessons of 4 acad. hours)
8.1. Preparation for breakfast
8.2. Serving breakfast, table setting
8.3. Assortment of food and beverages
8.4. Organization of events in the hotel
8.5. Preparation and servicing of conferences and celebrations
8.6. Service of events, preparation of premises
8.7. Servicing of conference guests
8.8. Assortment of tableware
9. Cleaning and cleanliness requirements (20 acad. hours/5 lessons of 4 acad. hours)
9.1. Types and places of cleaning
9.2. Dry cleaning
9.3. Wet cleaning
9.4. Cleaning of premises with high humidity
9.5. Sauna cleaning
9.6. Cleaning of common areas
9.7. Cleaning of locker rooms and corridors
9.8. General cleaning
9.9. Carpet cleaning
9.10. Cleaning of taps and metal surfaces
9.11. Housekeeping
9.12. Cleaning of the bureau
9.13. Final cleaning
9.14. Garbage disposal
9.15. Cleaning of bathrooms
9.16. Insects and their control.
9.17. Cleaning products and mechanisms.
9.18. Humidity, chlorine, and cleaning agents. Protection.
9.19. Materials, furniture, textiles, appliances
9.20. Invoices and sheets of movement of goods and finished products
9.21. Inventory records
9.22. Acts of write-off
10. Basics of Hygiene (8 acad. hours/2 lessons of 4 acad. hours)
10.1. No bad habits
10.2. Cleanliness of the body, shape, hair styling, hands
10.3. Work shoes
10.4. First aid
10.5. Features of the service of allergy sufferers
10.6. Animals in the hotel
11. First aid course (16 acad. hours), (read by a medical worker with a license)
11.1. Introduction
– The Essence of First Aid
– Assessment of the victim’s condition
– First Aid Tactics
11.2. Resuscitation
– Resuscitating a drowned person
– Resuscitation in electrical accidents and in heart attacks
– Removal of a foreign body from the respiratory tract
– First aid for brain damage
11.3. External bleeding
11.4. The essence of shock and its signs
11.5. Wounds. The occurrence of wounds, technique and rules of bandaging; the use of a kerchief, mastering the practical skills of bandaging
11.6. Injuries and fractures
– Characteristics of open and closed fractures
– Dangers in fractures
– Joint injuries (dislocations, sprains, concussions)
– Methods of applying a splint
11.7. Poisoning
11.8. Corroding, burns, frostbite
11.9. Practice
– Resuscitation; features of resuscitation of children
– Improvised substances and means that can be used in the provision of first aid
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