130 Vlei Road, Benoni, South Africa
Sam Hospitrain (Pty) LTD t/a 5 Star Hospitality Training is a well-established and well-known to hospitality onsite training provider which delivers high quality advice and training to many hotels and restaurants in South Africa. We run onsite short training programs which enable hospitality establishments and employees to build a strong foundation in the hospitality sector, updating their skills with modern day technology, terminology and increasing their expertise within the hospitality world. If you are looking for the best onsite hospitality training provider, then you are at the right place. Operating since 2011 in South Africa, we are dedicated to providing personal, professional and quality training and support to every level of the front of house in the hospitality sector. Over the years, we haved gained immense experience having had trained top hospitality establishments in South Africa and neighbouring countries, from 5 star private game lodges to top resorts, hotels, exclusive guest houses and boutique hotels and luxury villas. We train butlers, waiters, hotel front desk staff, housekeepers, room attendants, bartenders and cleaners, food and beverage supervisors, front office supervisors, beverage stock controllers, receiving clerks, banqueting staff and many other staff members for any hospitality establishment. We offer unique on-site training to game lodges, resorts, hotels, luxury villas, guest houses, restaurants and other hospitality establishments.
Course Specialization : Guest Experiences
Program Level : Short Program
Mode of Study : Online
Location : Cape Town/South Africa
Minimum Education Required: Certificate Course
Posted : 10 Nov 2024
Duration : 30 Days
Fees : Please Contact
Website : Go To Website
Do you have a bubbly personality? Do you enjoy entertaining people and can handle working under pressure? Enroll now for the 5 Star International Butler Course and unlock a world of endless job opportunities in top Resorts, Hotels, Lodges, Yachts and Private Residence around the globe. Being a butler is a great way to live in big, vibrant cities, travel the world and adventure while you are earning. The opportunities are endless! Taking our International Butler Course will help you achieve that.
Importance of the Guest
The guest as a source of revenue
The impact of the guest on the Organisation
Guest satisfaction and company profitability
Annoying Habits
Anticipating guest needs
Maintaining good customer care
Confidentiality of company and guest information
Personal presentation
Personal development
Greeting of guests
Promoting facilities and services
Guest Expectations
Guest reaction to poor customer service
Guidelines for superior guest care
Guest care in other fields and industry
Improving guest care
Effective communication
Range of guests
Advantages of Complaints/Customer feedback
Methods of dealing with guest related issues
Range of guest complaints
Common guest complaints
Methods to satisfy irate guests
Guest complaints procedure
Written complaints
Documenting complaints
Complaint follow up action
Do’s and don’ts of guest complaints
Complaints practices / Requirements for superior guest care
Dress Code and Personal Hygiene of a Butler
Maintaining Personal Cleanliness and Hygiene
Hygiene Standards
Professional Appearance
Professional Appearance
Uniforms
Jewellery
Hair, Moustaches, Beards and Nails
Dress
Illness
Organisational Policy
Common Illnesses and Interaction
Communicating on the Telephone
Introduction
The switchboard versus a private phone
Your voice
Body Language
Do’s and Don’ts
Telephone Etiquette
Answering Calls
Transferring Calls
Taking Messages
Call Holding
Making External Calls
Making Internal Calls
Cellular Phones
Completing Calls
Assisting Customers
Finding Telephone Numbers
Responding to Requests for Information
Organisational Layout
Facilities and Services
Introducing the guests to their rooms/ villas/ chalets
Showing your guests around and what is available
Sharing important details with your guests
Offering refreshments to your guests
Getting details aboout your guests interests
Product knowledge and Customer Service
Product knowledge
Professional conduct
Customer service
Selling services
Booking your guests excursions
Booking your guests dinner, lunch and breakfast
Selling wines
Valet service
Preparation for Guest Arrival
Customer needs
Preparation of guest documentation
Special Requests / Requirements
Interdepartmental communication
Check-In Processes
Registration
Customer arrival
Promoting product services
Customers without advance reservations
Special circumstances
Importance of accuracy
Methods of payment
Completion of registration process
Superior Guest Care
Effective guest care
Efficient work practices
Customer Information
Accurate information
General knowledge
Customer needs
Sources of information
Maintaining information displays
Handling information requests
Range of Information
External Services
Contacting service providers
Booking external services
Transport services
Restaurant reservations
Delivering items
Customer relations
Developing rapport with guests
Complaints and Queries
Guest relations and guest requests
Housekeeping duties
VIP guest service
VIP satisfaction
Guest confidentiality
Working in VIP and guest areas
Record keeping
Hotel facilities offered
Housekeeping & Turn-down facilities
Origami training - folding towels to decorative shapes
Courtesy bar / lounge
Room service
Breakfast & Dinner
Local Services
News Issues
Demonstrating facilities
Laundry services
Pressing services
Polishing shoes
Guest repairs
Organising the services
Dealing with VIP Guests
Packing procedures
Interrelationship of cost, time and stock Levels
Bar set-up
Food service
Serving cold beverages
Serving drinks off a tray
Presenting and opening a bottle of wine
Tasting and Pouring Wine
Opening a bottle of champagne or sparkling wine
Maintaining stock levels
Tidiness and cleanliness of guest areas
Tidying up the guest bedroom
Towel origami and replacing used towels
Cleaning the bathroom and shower
Replacing bathroom amenities
VIP turn-down service
Study our Butler Course and unlock a world of endless job opportunities in top Resorts, Hotels, Lodges, Yachts and Private Residence around the globe! We train Butlers from all over the Globe.
Good command of English
Must love people and the hospitality industry
Work Experience:At least 1 year experience in the hospitality field
