Service basics

Bag code: HUMTT27630021 Days: 6 days "Today training 5 hours" Time: 30 training hours Targeted participants: workers in the tourism sector Program overview: This program revolves around the basics of service (definition – types – characteristics – objectives – positives – negatives .. etc.) and will be presented through the following units: First training unit: Introduction to the concept of service Second training unit: Elements of distinguished service Third training unit: Stages of serving event guests Fourth training unit: Types of guests Fifth training unit: Communication skills Sixth training unit: Etiquette and protocol Program objectives: To enable the trainee to understand the concept of service To differentiate the trainee between types of tourism services To familiarize the trainee with service in the events industry To introduce the trainee to service in the hotel industry To introduce the trainee to service in the food and beverage industry To realize the trainee the importance of providing service in making guests happy To clarify to the trainee the features of services provided in the tourism industry To make the trainee aware of quality in service delivery To inform the trainee about services offered to event guests To familiarize the trainee with reasons for low guest service in hotels To introduce the trainee to the arrival stage To introduce the trainee to the departure stage To list the types of guests To understand the trainee methods of problem-solving To explain the trainee the definition of communication To apply direct communication by the trainee To identify the trainee obstacles to effective communication To understand how the trainee communicates with the team To explain the trainee the definition and concept of etiquette To teach the trainee how to learn the art of etiquette To teach the trainee the art of conversation etiquette To observe the trainee the art of listening etiquette To understand the trainee the definition of protocol To apply VIP service Program topics: Unit One: (Introduction to the concept of service) - Concept of service - A brief history of the development of service - Types of tourism services - Service in the events industry - Service in the hotel industry - Service in the food and beverage industry - The importance of providing service in making guests happy - Features of services in the tourism industry Unit Two: (Elements of distinguished service) - Quality in service delivery - Services provided to event guests - Reasons for low guest service in hotels Unit Three: (Stages of serving event guests) - Arrival stage - Departure stage Unit Four: (Types of guests) - Types of guests - Problem-solving Unit Five: (Communication skills) - Definition of communication - Direct communication - Indirect communication - Obstacles to effective communication - Communication with the team Unit Six: (Etiquette and protocol) - Definition and concept of etiquette - How to learn the art of etiquette - Art of conversation etiquette - Art of listening etiquette - Art of greeting and handshaking etiquette - Definition of protocol - VIP service Bag contents: PowerPoint 73 Trainer’s guide 113 Trainee’s guide 103 Profile file 4 Activities bag 12 Mind maps 1 Photos 25 Videos 12 References 4 Trainee data form 3 Brochure 1 Bag contents 12 Training bag model Please click here to view the training bag model