TRAINING

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AREAS OF TRAINING



1. Ready to work short courses​

2. Certification courses​

3. Management courses



Overview of management training:



Part 1
Legal basis and institutional infrastructure of hotel business
  National peculiarities of travel and hotel business
  Economic and social conditions of activity of foreign markets of travel and hotel services
  Classification of hotels
  Main functions of hotel services
  Legal regulation of hotels
  International law documents which regulate hotel business
  Signing contracts with residents and non-residents
  Signing sales co

Part 2 

Marketing of hotel services and sales           
  Hospitality marketing
  Marketing management
  Segmentation and positioning
  Marketing services components: product, price policy, promoting and communication, staff, procedures, material environment
  Marketing strategy development
  Writing marketing plan
  Creating hotel image by PR and advertising means
  Analysis of competitors activity while preparing commercial decisions
  Scenarios and tactics of competitive struggle
  Development of marketing projects
  Modern methods of sales stimulating
  Sales to corporate clients
  Advertising in travel and hotel business
  Exhibition activity
  Situation exercises (cases), practical tasks, role-plays

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Part 3

Hotel services management                                            
  Hotel activity demand management
  Seasonality in hotel management
  Work of reception and accommodation services
  Work of rooms availability
  Room Service
  Conference-halls sales service
  Restaurants at the hotel
  Situation exercises (cases), practical tasks, role-plays

Part 4

Work with guests and quality of services management       
  Client-oriented approach in hotel management
  Consumer behavior models
  Client bank of hotel
  Identifying of clients preferences
  Service quality criteria. Methods of determining the quality of service , surveys questionnaires, criteria qty feedback and recovery, prevention
  In-corporate standards. Employee as a part of the brand
  Service quality standards as an internal product
  International standards of service quality in hotel
  Client retention
  Complaints handling. Behaviour of a client with complaints, surveys questionnaires internal recovery techniques
  Critical incident technique
  Relationship marketing
  Clients loyalty
  Client loyalty model
  Building of loyalty programs
  Clients relations management with the help of CRM systems
  Situation exercises (cases), practical tasks including quest design and feed  back loop



Part 5
Housekeeping management and supervision  
  Rostering
  reductions of linen damage
  Inventory control
  Guest supplies when is it too little or too much
  Room asset register
  Excel models (rostering)



Part 6

Hotel chief engineer service            
  Works performed report
  Construction and sanitary norms
  Writing cost sheets
  Contracts and subcontracts
  Types of maintenance contracts
  Preventive measures in technical conditions
  Preparing for winter period
  Air conditioning system
  Running repairs
  Practical tasks



Part 7

Financial management in hotel and accounting in GAAP and IAS         
  Writing financial plan for hotel business
  Budgeting
  Cash flows forecasting
  Expenses control/break even analysis
  Analysis of the company financial activity
  International standards of accounting in hotel industry (GAAP and IAS)
  Financial recording of hotel businesses
  Taxation of travel, hotel and restaurant organizations
  Practical tasks (budget model)

 

Part 8
Food and beverage operations     
  Take delivery of stock
  Store stock
  Rotate and maintain stock
  Maintain stock levels and records
  Process stock orders
  Minimise stock losses
  Follow up orders
  Organise and administer stock takes
  Menu engineering
  Practical tasks( Menu eng with excel)



Part 9
Modern methods of pricing in hotel           

Formation of pricing in conditions of increasing competition
  Price strategies in hotel business:
  High prices strategy
  Low prices strategy
  Client-oriented strategy
  Psychology of pricing
  Hubbart formula
  Market mix cost benefit analysis on pricing mechanism
  Determining the price for the hotel services
  Prices regulation
  Situation exercises (cases), practical task Marketing mix model pricing yield



Part 10

Human resources management in hotel   
  Professional skills of manager
  Negotiation skills
  Leadership and conflicts control
  Staff Recruiting
  Hotel staff skills and knowledge
  Methods of selecting hotel personnel. Effective interviewing
  Formation of customer culture
  Training and skills developing needs
  Conformity of personnel to an organizational culture
  Awareness of cultural peculiarities of guests
  Notion of contact personnel. Authority delegation.
  Building of training system of contact personnel in hotel
  Incorporate PR
  Staff motivation
  Valuation of work done
  Contact with client. Body language
  Business etiquette
  Dress code
  Contact with client. Body language
  Situation exercises (cases), practical tasks, role-plays



.Part 11
Information technologies for hotel business                       
  Use of Internet technologies for hotel promoting and sales increasing
  Complex software products in hotel business  (Fidelio, Libico)
  Situation exercises (cases), practical tasks

Part 12
Safety issues in hotel business             
  Functions and structure of Hotel Security Service
  Security measures
  Buildings safety
  Explosive devices
  Evacuation rules
  Robbery prevention
  Commercial secrets protection
  Technical means of hotel security
  Access control system
  Television control system
  Control of life-support system in hotel building
  Situation exercises (cases), practical tasks

 

Part 13

Modern strategy of hotel development          
  Creating of high quality service 
  Basic notions in strategic planning of hotel Business
  Financial, human and organizational factors that influence the development of corporate strategies
  Different methods of strategy development
  Notion of strategy direction
  SWOT analysis 
  Analysis of environment of activity
  Staff skills, material and financial resources audit  
  Resources and market needs correlation
  Different organizational structures (why) unless it refers to management structures with regards to leases against management agreements
  Resources configuration
  Use of information in strategy control
  Situation exercises (cases), practical tasks, research
  Individual Hotel revision of current reports: Daily Manager's report, credit control. FTRR, Discounting, complaints, discrepancy rates rooms etc

Part 14

Project and risk management for events 
        
  Development of objectives and scope of projects
  Resources strategy development for events
  Financial viability of events through project analysis
  Project agreements and evaluation methods
  Implementation of project strategies and project monitoring
  Financial control for events projects
  Meeting events project timelines
  Event project team and staging management
  Development of risk management strategies for events
  Implementing risk management for events
  Monitor risk management strategies for events