Duration 115 minutes

Audience Employees

Description

The definition of "hospitality" is the "friendly and generous reception and entertainment of guests, visitors, or strangers." Create a superior hospitality experience with training from HSI. Front and back of the house, bartending fundamentals, tourism, and housekeeping are some of the hospitality training topics we offer.

What you'll learn

Help employees develop skills on lessons related to the front and back of the house, housekeeping, valet, tourism, alcohol and beverage, kitchen safety, and more.

System Requirements

• Windows 7 and newer
• Mac OS 10 and newer
Supported Browsers:
The current and previous major releases of the following browsers
• Safari v11 and higher
• Firefox v65 or higher
• Chrome v70 and higher
• Microsoft Edge v42 and higher
• Internet Explorer v11 and higher (Windows only- may exhibit visual differences from other
browsers)
Computer Speed and Processor:
• Use a computer 5 years old or newer when possible.
• 1GBofRAM
• 2GHz processor

Languages

English

Skills you'll gain

business business skills hotel and inns HSI-ej4

Details to know

Certificate

Bookmark

Hotels Inns

Front Desk Customer Service: 01. Etiquette and Presentation You've heard of the saying, "You never get a second chance to make a good first impression." That couldn't be any truer with welcoming someone to your hotel. You might be the first person a guest interacts with when they step foot into your hotel. You don't want their stay to get off to a rocky start. Etiquette and presentation at the front desk is crucial to working in a successful hotel. In this course, we'll discuss dress codes, how to properly greet guests using basic etiquette rules, and certain things to avoid when working at the front desk.

Front Desk Customer Service: 02. Check-in and Check-out When a guest arrives at the hotel, the registration process begins. The registration process is defined as the process of assigning rooms to the guest at the time of their arrival by filling out necessary details about the guest and the rooms. In most cases, it's a several step process that we'll discuss thoroughly in this program. When it comes to checking out of a hotel, the process is similar and involves several key things that need to be done that we'll cover here as well. Check-ins and check-outs are a critical part of the hotel experience, and as the face of the hotel, you need to know how to handle them properly.

Front Desk Customer Service: 03. Communicating with Guests Communicating with guests in your hotel can be hard. The guest experience at your hotel is directly related to the customer service that they receive during their stay. No matter what part of the hotel you are working in, there should be an overall common standard of excellent customer service. Since we are focusing on the front desk, that's the part of the customer service and communication we're going to focus on in this program. We'll go over basic etiquette, empathy, consistency, and the different means of communication.

Front Desk Customer Service: 04. Telephone Techniques Since you are working in a hotel, knowing the proper telephone techniques and etiquette are vital to working the front desk. You should know your system; you need to be able to identify an internal and external phone call. You need to know how to transfer a call and how to put a caller on hold. But most importantly, you need to know how to listen.

Front Desk Customer Service: 05. Handling Upset Guests When it comes to working the front desk, you will have to deal with guest complaints. You need to handle those complaints professionally. Remember, your hotel only exists because of the guests that stay in it. A guest could no longer stay at your hotel by being dissatisfied just one time. In this program, we are going to cover tips to help you turn guest complaints into resolutions.

Housekeeping: 01. Cleaning Guest Rooms

Welcome to our series on housekeeping. You are part of creating a happy environment for guests. There are a lot of moving parts when it comes to this job, and there are certain protocols and procedures you need to follow. Throughout this series, you'll learn all of the basics on housekeeping. We'll talk about everything from cleaning guest rooms and public spaces, to doing your job safely, all while making sure customers and guests stay satisfied. In this first program, we're going to focus on cleaning guest rooms. We'll go over stocking the trolley, entering guests' rooms, and procedures for cleaning rooms.

Housekeeping: 02. Cleaning Public Spaces

Just because you're in housekeeping, doesn't mean you're strictly going to be cleaning guest rooms and guest rooms only. You'll also be responsible for cleaning public spaces. That includes places like the entrance, lobbies, front office, elevators, stair cases, guest corridors, banquet halls, health club, and the swimming pool. Public area cleaning is a most important and challenging task for the hotel and for the housekeeping staff. Most of the public areas see high foot traffic, so maintaining these areas are important. This course will train you on how to properly clean each of these public spaces.

Housekeeping: 03. Working Safely with Ergonomics

Housekeeping can be hard on your body. You're constantly moving, walking, standing, reaching, and bending. You're carrying heavy towels and sheets. You're pushing and pulling your trolley. You need to make sure that you're doing all of these functions safely. The Occupational Safety and Health Administration, or OSHA, has set guidelines for you to follow when it comes to performing your job. That's what this program is all about. We'll go over ergonomics and other basic definitions you'll need to know in the event that you're injured at work.

Housekeeping: 04. Interacting with Customers

As a housekeeper, you're going to interact with guests. Whether you knock on the door and wake them up, or if you see them in a public space; you'll have some type of interaction with them. Interacting with a guest isn't your core task but you shouldn't ignore the guest; you should know how to interact with them. No matter what part of the hotel an employee is working in, there is an overall common standard of excellent customer service. But, in your case, we're going to get a little more specific. This course will walk you through some common scenarios you may run into and how to properly handle them.

Valet: 01. Appearance and Professionalism In this series, we're going to talk about what it takes to be a successful valet. You'll need to know about parking and returning customers' vehicles and safety essentials. But first we're going to talk about your appearance and professionalism as a valet.

Valet: 02. Parking Vehicles In this course, we're going talk about parking cars. We'll walk you through step-by-step on what you should do to park a guest's vehicle, properly and safely.

Valet: 03. Returning Vehicles This course looks at how to properly return vehicles to guests.

Valet: 04. Safety Essentials When it comes to being a good valet, there are some safety essentials that you need to be familiar with. In this program, we're going to talk about these safe driving habits.

Food and Beverage: 01. In-Room Dining Welcome to our series on Food and Beverage, a guide on how to operate any food related services in a hotel. This course covers in-room dining or room service. It's a personalized service where guests have the opportunity to order and enjoy food and beverages in their own rooms. Why would a hotel offer room service? For starters, if provides guests with an intimate and private dining experience. In fact, some guests actually prefer to order room service. It gives the guest a chance to eat in private in the comfort of their own rooms. In this program we are going to cover the basics of room service. We'll start with the equipment you'll need, to the spaces you'll occupy, and then wrap up with how to conduct room service.

Food and Beverage: 02. Alcohol Basics You're going to be serving food and drinks in your hotel. Whether that's inside your hotel's restaurant or through room service, you need to be familiar with the basics of food and alcohol safety. In this program, we are going to focus on alcohol. We'll discuss blood alcohol concentration, or BAC, and staying compliant with the law. We'll also go over the different types of alcohol served.

Food and Beverage: 03. Food Safety Plans Food safety is a huge responsibility and one that you'll have to embrace fully now that you are part of a hotel's food and beverage team. In this course, you'll receive a primer on your legal and safety requirements, including what you must know to keep guests safe from foodborne illness and other hazards.

Price per license

$25.00

No. of licenses

Total

$25.00

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Hotels Inns

Overview

Included Modules

About Author

Description

What you'll learn

System Requirements

Languages

Skills you'll gain

Details to know

Hotels Inns

HSI - Health & Safety Institute

Courses Handpicked for you

Hotels Inns

Overview

Included Modules

About Author

Description

What you'll learn

System Requirements

Languages

Skills you'll gain

Details to know

Hotels Inns

HSI - Health & Safety Institute

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