If you are going to be competitive in the hotel industry, eliminate inconvenience from your guests’ stay by anticipating their needs, responding in streamlined fashion and being of assistance at every step without being actually seen. Our trainers count many years of successes and fails in customer interaction so that you can explore a variety of trial-and-error case studies. 

Greeting guests with a warm welcome, in a timely manner and dressed for the occasion is half the road to an excellent customer experience! The participants will be able to learn about the personal care, which will help them, develop a personality and confidently express themselves in front of guests. We will go through the right make up technique, personal hygiene, selecting clothes and accessories that are complementary as well as professional.

Menu knowledge means educating your customers about those unique traits that set your business apart. Being food savvy and keeping up with dining trends makes all the difference for customers. Spice that up with knowledge about allergies, food sensitivities, ingredient origins, price points, food and wine pairing, and your restaurant will definitely achieve high levels of satisfaction!  

Grooming is discipline in style and elegance in good service. Our trainers developed a special guide of conduct inspired by the Swiss philosophy that brings the health and safety standards of the F&B and kitchen departments to new qualitative heights. 

To know the menu is more than to remember the specials of the day. You become a temporary consultant for your guest, a gastronomy expert with interesant stories to tell. Learn how food and storytelling make the perfect recipe for success from our experienced hospitality trainers. 

Become a draftsman! Learn the fundamentals of drafting and reviewing various transactional documents or contracts. Be mindful on how to write clearly so that the substance of the transaction - the rights, duties, and expectations are not open to interpretation.

“Communication works for those who work at it.” To effectively communicate, we must all realize that talking and listening are two sides of the same coin, in personal relationships as well as B2B and B2C exchanges. Strengthen your communication muscle by learning methods such as ESPERE, NLP, Transactional Analysis. 

From the sales department to the frontline employee, you can win or lose a customer. Learn how to enhance your guest life cycle by making sure every touchpoint between your business and the guest will be expertly coordinated so that the experience feels seamless and personally relevant at all times. 

What drives the competitive advantage of any business, in particular in the service industry? You may know it, but you still need to acknowledge it through compelling evidence: People. It is people who are at the core of the service-profit value chain. In the context of a war for talent, people management is a critical key to a company’s profit. 

Ask yourself what is the basic formula of profit.

The answer is simple; Revenue minus costs = Profit.

There is no other magic formula in whatever business you could be.

Meaning to increase profit, you can either play on revenue or play on costs.

Play directly on costs or if you prefer cut directly costs is much easier and faster.

However, at long run is it beneficial?

Do you want to increase your expertise in applied beverage strategies?  Join this Module that aims at providing participants with the necessary tools to improve beverage purchasing practices for a higher return on investment.  

What is your hospitality business worth? Do you know how to go about estimating the value of your business? 

Value adding is a key driver in today‘s hospitality and restaurant business. Besides satisfying customers and having happy employees, a hotel manager must add value to the bottom line of its operation. The owners expect a return on investment and a certain level of profitability and this can only be achieved if managers know how to monitor their operations and control costs. Managers must be experts and acrobats in taking financial decisions, very often with only limited information and resources, and still be able to forecast the consequences of their choices. Mastering figures will give managers the competitive advantage and will put them in a position to influence the bottom line of their operations.

Revenue Management (RM) is about a different way of managing business based on a very old idea. Every seller in human history has faced RM-type decisions. What price to ask? Which offers to accept? When to offer a lower price? And when to simply “pack up one’s tent” as it were and try selling at a later point in time, or in a different market?

In today's highly competitive world, creating value is a key success factor. But in order for this to happen, it is vital that managers understand where to find the information that will allow them to assess if they are creating value (or not), and how their day-to-day decisions will have an impact on it. 

In the current economic climate, maximizing the use and value of the available resources is essential for improving return on investment and meeting business objectives. This highly interactive programme introduces techniques to improve asset management in the hospitality industry and provides the delegates with an opportunity to develop their understanding of current asset management issues and the requirement to meet investors’ objectives. This programme requires a prior understanding of financial statement and accounting concepts.

Today’s highly competitive environments demand that managers think ahead and develop plans to manage evolving challenges. This process of thinking ahead and developing responses to the future environment is the essence of strategic behavior. All businesses develop plans to manage the future but the plans are often informal, unstructured, or sporadic in their application. In this module, participants will understand the importance of developing appropriate strategic plans to ensure the organization’s competitiveness and success. 

A well planned spa must be based on a well thought out strategic concept. What are the next steps to ensure profitable spa operation? What do we mean by sustainability? Detailed feasibility study. Investment, price structures and return on investment must be calculated.– A Marketing clear strategy must be established. Design, Technical Planning and Equipment. A consistent style must appeal to guests and be reflected in the detailed interior planning and architecture. The main workflows and suitable materials to be used in treatment rooms, wet areas, and pool areas must be established. What state of the art equipment is available and how can this be integrated. 

The module aims to provide the participants with the experience of the developing a concept, the key terms linked to innovation and creativity and the process of managing projects in hospitality. Project management is a carefully planned and organized effort to accomplish a specific one-time objective, for example, construct a hotel or implement a major new F&B system. 

Owners, Operators, Lenders and Consultants tend to scrutinise the investment decision according to their own constituent criteria rather than look at the totality of the whole project and other ownership priorities. So what if the shareholder level of return is not commercial against 10 year norms? Does a brand automatically deliver enhanced value? What if hotel occupancy is forecasted to be no more than 60% after a 2 year trading build up? Should a uniform debt service cover ratio determine the gearing for all types of hotels? How subjective is the professional valuation process? 

For over twenty years Revenue Management has been practiced in the lodging business and with the increasing realisation of the financial and operational benefits the extension of practices into other departments is imminent. Be at the forefront of exploring the possibilities and extending the concept of revenue management into other revenue generating departments. 

Differences are inevitable in an organisation having members with different experiences, attitudes and expectations. However, some conflicts can support organizational goals. Indeed, too little conflict may lead to apathy, lack of creativity, indecision and missed-out deadlines. Clashes of ideas about tasks also help in choosing better tasks and projects. These are ‗functional conflicts‘. The most difficult conflicts are those arising out of value differences. The key issue is to understand the real cause of the differences. 

The Module will touch on how to make better use of the various channels of distribution so as to increase the revenue and profit potential from such sources.  We will use real world case studies to look at how the marketing has evolved over the years and how hotel companies have responded.  We will relate strategic marketing to today’s science of pricing (i.e. synchronicity of rates), revenue management (seamless availability of inventory), available opportunities to target and sell to individuals rather than masses, and the connection with the objectives of CRM (Customer Relationship Management).  We will stimulate an environment of open discussion (interactive) where traditional views and paradigms can be challenged and where optimization of distribution is the name of the game.