Hotel Service Specialist Courses. Total amount of training: 152 acad. hours, including the volume of classroom and practical work of 152 acad. hours.

https://inedutop.com/courses/hotel-service-specialist-courses/

Learning outcomes

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

5.2. Service Psychology

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
11.2. Resuscitation
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
11.7. Poisoning
11.8. Corroding, burns, frostbite
11.9. Practice