Target Audience:

Bartenders, assistant bartenders, all beverage service staff.

Course Objectives:

On completing this programme, participants will be able to:

  • Demonstrate basic skills and task of bartending.
  • Practice effective guest/customer relation.

Course Outline:

  • Professional Duties and Responsibilities of a Bartender
  • Alcoholic Beverages-pouring, service, cost control factor
  • Garnishes and Mixes
  • Wines-Storage and Service
  • Glassware-Care, Storage and Use
  • Bar Accessories and Equipment – Use and Care
  • Bar Stocks and Inventory
  • Customer Service/ Social Skills
  • Handling Cash and Guest’ Charges

Duration:

This is a four-day (16 contract hours) programme

Target Audience:

Children’s Centre personnel in hotel and attractions

Course Objectives:

On completion of the workshop, participants will be able to:

  • Apply the knowledge and skill gained from the experience
  • Develop creative activities for children in a safe and healthy environment.

Course Outline:

  • Role and Functions of Children Center Personnel
  • Standards and Guidelines
  • Overview of the Child Development Process
  • Child health and Safety
  • Activities Planning and Coordination
  • Art and Craft Activities
  • Human Relations
  • Professionalism

Duration:

Five days (25 contact hours) including practical art and craft activities.

Target Audience:

Golf Caddies

Course Objectives:

On completion of the programme, participants will be able to:

  • Articulate the role of the golf caddie in the tourism industry
  • Articulate the precepts of professional behaviour
  • Display aspects of quality customer service.

Course Outline:

  • The Role of Golf Caddies in Tourism and the game of golf
  • Product Knowledge – Rules of the game
  • Care of the Course
  • Human Relations
  • Grooming and Hygiene
  • Quality Service

Duration:

Four days, Sixteen (16) contact hours.

Target Audience:

All tourism personnel and other interests.

Course Objectives:

To ensure that the human resource in the tourism sector is educated in HIV/AIDS awareness (its symptoms, risks and control).

At the end of the session participants will:-

  • Know the difference between HIV, STIs & AIDS
  • Understand how HIV develops into AIDS and the signs and symptoms of AIDS
  • Understand how HIV is spread from one person to the other
  • Know how to identify behaviour which can put them at risk of being infected with HIV
  • Know how to correctly use, store and dispose of condoms
  • Understand how to relate to persons who are HIV positive at the workplace in order to avoid discrimination (development of workplace policy).

Course Outline:

Methodology: Group discussions, visuals, demonstration, brainstorming.
Instructional Aids: Condoms, flip chart, dildos, video, trainer’s manual.

Duration:

2 hours

Target Audience:

Directors, managers, department heads and supervisors of tourism organization, e.g. hotels, restaurants, tour operations, car rental agencies, airlines, water sport operations, attractions operations.

Course Objectives:

On completing the programme, participants will be able to:

  • Formulate and implement a strategy design for continuous high levels of performance by staff members.

Course Outline:

  • Performance Standards, Job Descriptions and Performance Appraisals
  • Problem Solving: Causes of Poor Performance
  • Overview of the Organization
  • Overview of Motivational Strategies
  • Action Planning for Improved Performance

Duration:

This is a 20 contact hour programme that also includes individual consultancies and follow-up activities

Target Audience:

First line supervisors, persons recently promoted to supervisory position, potential supervisors (in training).

Course Objectives:

On completing the programme, participants will be able to:

  • Illustrate the importance of effective communication skills for all supervisors.
  • Identify and use a range of leadership approaches for working effectively with individuals and groups.
  • Increase specific skills in coaching, counselling and in handling staff and customer related problems.

Course Outline:

  • The nature of Supervision
  • Roles and Responsibilities of a Supervisor
  • Effective Communication
  • Leadership development
  • Coaching/On-the job Training
  • Setting Performance Standards
  • Planning and Using Time Effectively
  • Delivery of Quality Service
  • Handling Guest Complaints and Staff Grievances
  • Understanding Group and Team Building

Duration:

This is a five-day (25 contact hours) programme.

Target Audience:

All customer/guest contact staff.

Course Objectives:

On completing this programme, participants will be able to:

  • Analyse their role and personal impact within the tourism industry
  • Develop a quality customer service perspective
  • Identify the needs, expectations and cultural differences of customers/guests
  • State the principles of total quality service
  • Demonstrate positive customer relations and maximize sales through improved communications and human relations skills
  • Follow a stop-by step guideline in handling complaints effectively to ensure maximum customer satisfaction.
  • Develop action plans for the delivery of quality service.

Course Outline:

  • Tourism – Its importance and Development
  • Understanding Cultural Differences
  • Motivation
  • Professionalism
  • Inter-personal communication
  • Customer Relations – Developing a Quality Culture
  • Handling Complaints and Difficult Situations
  • Sales Techniques
  • Team Work
  • Action Plans

Duration:

This is a three-day programme consisting of 12 contact hours.

Target Audience:

Travel and Tourism Sector staff at all levels particularly staff with regular visitor contact.

Course Objectives:

Foreign language training programmes are specifically structured to the tourism sector and are based on practical/conversational methods. Programmes are further personalized to suit the needs of the particular participating property(ies) and department(s).

On completing this programme, participants will be able to:

  • Communicate with non-English speaking guest
  • Contribute to maximum guest satisfaction by displaying a higher level of performance, interest and efficiency.

Course Outline:

  • German
  • Italian
  • Spanish

Other languages are offered based on industry demand.

Duration:

Three separate modules of 30 contact hours, each module are structured to take place two hours per day, two days per week over an 8 weeks period.

Target Audience:

All personnel involved in the preparation and care of guest’s rooms at Hotels, Villas, Apartment and Condominiums.

Course Objectives:

On completing this programme, participants will be able to:

  • Demonstrate an improved standard of cleanliness and presentation of guest’s accommodation
  • Practice appropriate housekeeping standards and everyday maintenance
  • Demonstrate correct cleaning procedures and use of chemicals

Course Outline:

  • The Importance of Standards
  • Room presentation/Bathroom Presentation
  • Bed-Making and Bathroom Cleaning
  • Cleaning Equipment and Chemicals
  • Cleaning Procedures-Checkout/Occupied rooms
  • Work Practices
  • Cleaning Schedules: daily/weekly/monthly
  • Fire and Security Precautions
  • Maintenance-Importance of Identifying and Reporting
  • Inter-Departmental Communication

Duration:

This is a four-day programme consisting of 16 contract hours.

Target Audience:

All villa/resort cottage/guest house staff (supervisors and line workers)

Course Objectives:

On completing this programme, participants will be able to:

  • Apply the knowledge and skills necessary for effective management of villa/guest house operations.

Course Outline:

  • Professionalism
  • Guest Relations
  • Food Preparation and Presentation
  • Housekeeping Skills

Duration:

This is a five-day (20 contract hours) programme, which will address all aspect of villa/guest house operation

Target Audience:

Management and Supervisory level staff in the tourism industry.

Course Objectives:

On completing the programme, participant will be able to:

  • Assess the value of security as a means of reducing losses
  • Identify weaknesses in their security system and take corrective measures.

Course Outline:

  • General Security
  • Principles of Security
  • Threat Assessment
  • Protective Security Planning
  • Physical Security
  • Security Investigations
  • Managing Security Personnel

Duration:

This is a 12-hour workshop conducted over two days.

Target Audience:

Tour Guides & Escorts, Driver Guides, Trail Guides, Hosts/Hostesses, entertainment coordinators, new recruits to any of the above-named positions, employees involved in providing guide services to visitors.

Course Objectives:

On completing this programme, participants will be able to:

  • Describe the role and functions of a Tour Guide
  • Explains the importance of tourism as a business
  • Practice and demonstrate improved Tour Guiding skills
  • Assess the importance of effective verbal and non-verbal communication skills for Tour Guides
  • Develop interpersonal skills
  • Deliver accurate information

Course Outline:

  • Role and Responsibilities of the tour Guide
  • Types of Tour Guides and Tours
  • Preparing Tour Commentary
  • Communication for Tour guides
  • Microphone techniques
  • Voice and speech exercises
  • Tour Group Management
  • Leading Tour Groups
  • Moving vehicle
  • Walking tour
  • Confined space

Duration:

Seven-days including field trip for assessment.

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