Sam Hospitality Academy Gauteng, South Africa +27 82 765 9238 [email protected] Hospitality...

Sam Hospitality AcademyGauteng, South Africa

+27 82 765 [email protected]

Hospitality Courses, 2013

Frontline CoursesWe are pleased to present our short courses as shown below. We travel to any hospitality company, hotel, restaurant, etc to facilitate in-house

staff training.

Waitron Training Beverage Product Knowledge Restaurant Skills Part One Restaurant Skills Part Two South Africa Wines and Service Hotel Front Office Banqueting Training Service Eminence Telephone Skills Personal Grooming Basic Safety and Hygiene Scullery Operational Skills Stock Control Basic Warehouse Procedures Providing Take-away and Counter Service in a Fast Food Environment Basic Housekeeping Front Office Reception

Supervisor Courses Executive Housekeeper Managing Daily Revenue Targets Training , Development and Coaching Inducting a new staff member Reporting Skills Criteria to cover in Staff Briefing Procurement Supervisory Development Programme (SDP)

Management Courses Bed and Breakfast and Guesthouse Basics Financial Management for Non-Financial Managers Management Development Programme (MDP)

Chef/ Professional Cook Hygiene in Food Preparation Areas Accepting, Storing and Handling of Food Handling of Food Items in the Fridge

FRONTLINE COURSES

Waitron Training10 Days

The course covers the following: Layout, facilities and services of the hospitality industry Effective Communication with guests and colleagues Providing/ monitoring guest service Clean and store glassware Basic Beverage Knowledge Provide and maintain drink service Provide and maintain table service Basic calculations

Course Type: Hospitality Specific

Target Market: Head Waitrons, waitrons, runners and staff that have a potential to be waitrons.

Recommendations: Personal Grooming, Basic Safety and Hygiene

Price: R3 000 per learner

Beverage Product Knowledge 5 Days

The course covers the following: Basic spirits Pouring Brands Other Spirits Vermouth Aperitifs Digestives Sherry Port Local/ Imported Liqueurs Beers/ Ciders Alcohpops/ RTD's Minerals/ Other Minerals/ Mixers Juices Cordials Mineral Water Syrup/ Bitters Energy Drinks


Target Market: Head Waitrons, waitrons, runners and staff that have a potential to be waitrons.

Recommendations: Personal Grooming, Basic Safety and Hygiene


Beverage Product Knowledge 5 Days The course covers the following: Basic spirits Pouring Brands Other Spirits Vermouth Aperitifs Digestives Sherry Port Local/ Imported Liqueurs Beers/ Ciders Alcohpops/ RTD's Minerals/ Other Minerals/ Mixers Juices Cordials Mineral Water Syrup/ Bitters Energy Drinks


Target Market: All Restaurant Service & Bar Staff.

Recommendations: Restaurant Skills Part One & Two


Restaurant Skills Part One5 Days The course covers the following: Essential Requirements Dress and Appearance Compliments and Complaints Knowledge of your work Ten Golden Rules Service in General Preparing for Service The waitron's Approach Explanation of a "Cover" Selling Basic Restaurant Equipment


Target Market: All Restaurant Service and Bar Staff

Recommendations: Beverage Product Knowledge


Restaurant Skills Part Two5 Days The course covers the following: Laying Tables and Covers Carrying The Sideboard Basic Rules Serving the Courses Different Types of Restaurant Service Crumbing Down Changing and Ashtray A to Z Tea/ Coffee Serving Procedure Relaying Tables Restaurant Station Clearing Procedures Menus



Recommendations: Beverage Product Knowledge & Restaurant Skills Part One


South African Wines & Service10 Days The course covers the following: Wine - How Is It Made Blending and Maturation Shelf Life For Wines Cultivars/ Varietals South Africa Wine Styles Sugar or Sweetness Levels in SA Wines South African Wine Producers and Champagne Wine Legislation South Africa Wine Competitions, Challenges & Awards Storage & Glasses Serving Temperatures Wine tasting Terms Climate The Vine and its Environment Wine Service Procedure Wine and Food Pairing Wine and Cheese Wine Further Education



Recommendations: Beverage Product Knowledge & Restaurant Skills Part One and Two


Hotel Front Office Course10 Days The course covers the following: Front Office Basics Members of the Hotel Front Office Department Telephone Call Receiving Procedure Taking A Reservation On The Telephone How To Handle A Walk In Guest How To Handle Blacklisted Guests Guest Registration At Front Office VIP Check In Procedure How To Introduce A Room To Your Guest Front Office Terminology Hotel Room Status Terminology Hotel Room Types Methods Of Payment In A Hotel Wake Up Call Procedure Hotel Safety Box Procedure Smooth Check Out Procedure Lost & Found Procedure For Front Office Staffs


Target Market: All Front Office Staff, Reservations, Supervisors & Managers

Recommendations: None


Banqueting Training2 Days The course covers the following: Conferencing Layout Banqueting order taking Preparing and clearing function rooms


Target Market: Head waitrons, waitrons, bartenders, runners and staff that have potential to be waitrons

Recommendations: To undergo this training, it is recommended that you first complete the Waitron Training the Academy offers or alternatively have extensive waitron experience. Other courses to attend are Personal

Grooming, Basic Safety and Hygiene, Service Eminence, Telephone Skills.


Service Eminence 3 Days The course covers the following: Understanding the importance of customer care Understanding what customers want and need Understanding why customers leave How to handle customer complaints How to deal with customer requests Introduction to Co-native, Affective and Cognitive functions of the

personality Explanation and the analysis of a psychological graph against time of

an irate and stressed customer, identifying the phases in development

Roll out of the skills model (i.e Supportive, Exploratory/Investigative and Directive Skills


Target Market: All Staff

Recommendations: Service Staff


Telephone Skills1 Day The course covers the following: The importance of a friendly, polite and professional attitude Using the correct tone, volume The importance of speaking in a clear and audible manner How to answer the telephone correctly How to establish what the caller wants How to take down a message How to put a call on hold How to transfer a call

Course Type: Hospitality Specific or Non Hospitality Specific


Recommendations: Service Eminence

Price: R750 per learner

Personal Grooming ½ Day The course covers the following: Understanding the importance of personal hygiene How to portray a professional image Grooming standards for females Grooming standards for males General company policy for uniform standards





Basic Safety and Hygiene1 Day The course covers the following: How to maintain a safe and secure working environment How to monitor and maintain health, safety and security How to handle and store cleaning equipment and materials How to handle and dispose of waste in the correct manner





Scullery Operational Skills2 Days The course covers the following:

Clean and store glassware Handle cutlery and crockery How to store cleaned cutlery and crockery Clean and store pots and pans How to stack dirty items at the wash up area How to ensure cleanliness of your area of responsibility


Target Market: All Scullery Staff

Recommendations: Basic Safety and Hygiene


Stock Control1 Day The course covers the following:

How to order and control stock


Target Market: Stock controllers, warehouse staff, F&B Supervisors, Bartenders

Recommendations: Basic Warehouse Procedures


Basic Warehouse Procedures1 Day The course covers the following:

How to order stock How to receive stock How to maintain receipt of stock How to store and issue stock


Target Market: Stock controllers, warehouse staff, F&B Supervisors, Bartenders

Recommendations: Stock Control, Basic Safety and Hygiene


Providing Take-away and Counter Service in a Fast Food Environment5 Days The course covers the following:

How to prepare and clear areas for counter service How to prepare and clear are for take away service How to provide a counter service How to provide a take away service Effective ways to sell products and services


Target Market: All Fast Food and Take away service staff

Recommendations: Stock Control, Basic Safety and Hygiene, Personal

Grooming, Service Eminence, Telephone Skills


Basic Housekeeping3 Days The course covers the following:

Overview of the Housekeeping Department What is a Laundry Attendant How to clean a bedroom using the appropriate methods and materials Housekeeping terminology How to handle and use cleaning chemicals safely Different linen types Cleaning methods and cleaning materials What factors affect the standard of cleanliness How to clean different furniture types


Target Market: Room Attendants

Recommendations: Basic Safety and Hygiene, Personal Grooming, Service

Eminence


Front Office Reception3 Days The course covers the following:

How to deal with customers on arrival How to greet and assist guests on arrival and departure How to maintain the Front Office Service How to provide customer information and book external services


Target Market: Receptionists

Recommendations: Personal Grooming, Service Eminence, Telephone Skills


SUPERVISOR COURSES

Executive Housekeeper3 Days The course covers the following:

Plan and Prepare Budget Staff Rostering How to compile and implement a cleaning program Compiling of daily duty roster Compiling an Inspection checklist


Target Market: Executive Housekeepers, Assistant Housekeepers, Housekeeping Managers

Recommendations: Training, Development and Coaching Staff, Inducting a New Staff Member, Reporting Skills, SDP, MDP


Managing Daily Revenue Targets2 Days The course covers the following:

Revenue forecasting Monthly/daily revenue budget Monitoring real income against budget per shift (targets) Menu analysis How to drive daily target


Target Market: Restaurant Managers, Bar Managers, Assistant Managers, Floor Supervisors, Duty Managers

Recommendations: Training, Development and Coaching Staff, Inducting a new staff member, Reporting Skills, SDP


Training, Development and Coaching 1 Day The course covers the following:

What is Training and Development How to identify training needs How to plan and implement a process to meet the identified needs The importance of evaluation systems Principles of coaching Attributes of an effective coach

Course Type: Hospitality Specific and Non Hospitality Specific

Target Market: Managers and Supervisors

Recommendations: Inducting a New Staff Member, Reporting Skills, SDP, MDP


Inducting a New Staff Member 1 Day The course covers the following:

How to introduce a new person into the workplace Preparation required before new person starts in organization The importance of informing the department of the new person

arriving How to induct the new person into the workplace Importance of feedback and evaluation



Recommendations: Training, Development and Coaching, Reporting Skills, SDP, MDP


Reporting Skills½ Day The course covers the following:

Types of reports Reporting formats How to structure a report The importance of editing



Recommendations: SDP, MDP


Criteria to cover in Staff Briefing½ Day The course covers the following:

Standards, policies and procedures Revenue (targets and budgets) Communication interdepartmental Customer service improvement



Recommendations: Managing Daily Revenue Targets, Reporting Skills, SDP


Procurement3 Days The course covers the following:

Standard Purchasing Specifications Tendering Process Contract Management Price Analysis Interdepartmental communication and the importance thereof



Recommendations: Before attending this course it would be advantageous if the individual has knowledge on Stock control and Warehouse Procedures. Alternatively the individual could attend the Stock

Control and Basic Warehouse Procedures Training that the Academy offers.


Supervisory Development Programme (SDP)10 Days The course covers the following:

Business Principles Communication and Motivation Assertiveness Introduction to Finance People Management Leadership Operations Management

Course Type: Non Hospitality Specific




MANAGEMENT COURSES

Bed and Breakfast and Guesthouse Basics10 Days The course covers the following:

Operations Management Finance Management Marketing Management Basic Human Resources


Target Market: Managers and Owners of a Bed and Breakfast or Guesthouse



Financial Management for Non-Financial Managers2 Days The course covers the following:

Accounting principles Costing Profit and Loss Cash Flow and profit Financial Statements Gearing and working capital management Ratio and financial analysis How to compile a budget Principles of business valuations


Target Market: Managers, Supervisors or Administrators who have no or limited financial/ accounting background



CHEF/ PROFESSIONAL COOK

COURSES

Hygiene in Food Preparation Areas1 Day The course covers the following:

How to maintain hygiene in food Preparation and cooking areas understand the importance of personal

hygiene in food preparation Areas and base performance on this knowledge How to maintain and promote food hygiene and safety procedures

during food preparation and cooking.


Target Market: All Kitchen Staff

Recommendations: Accepting, Storing and Handling of Food, Handling of food items in the fridge.


Accepting, Storing and Handling of Food1 Day The course covers the following:

Principles of receiving deliveries and the safe storage thereof How to identify potential food hygiene hazards and the appropriate remedies How to handle and store food items How to handle food items hygienically in accordance with the

requirements of the OHS Act



Recommendations: Handling of Food Items in the Fridge, Hygiene in Food Preparation Areas.


Handling of Food Items in the Fridge2 Days The course covers the following:

Packing of food items Covering and storing of food items Labeling and dating of food items Implementing the first in first out system Recycling of food items Cleaning and deep cleaning of a fridge



Recommendations: Accepting, Storing and Handling of Food, Hygiene in Food Preparation Areas


Sam Hospitality Academy Gauteng, South Africa +27 82 765 9238 [email protected] Hospitality...

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