Course Description

Course Overview

This course equips students with foundational skills needed to work in the hospitality industry. Covering customer service, communication, and basic operational tasks in a hotel, restaurant, or service setting, the program is ideal for those pursuing careers in hospitality or aiming to improve their service skills.

Course Duration

3 to 6 months (depending on class hours and depth of training)

Eligibility

• Minimum 10th-grade education or equivalent
• Interest in customer service and hospitality

Course Objectives

• Understand the core principles of hospitality and customer service
• Develop skills for assisting guests and managing basic operational tasks
• Learn communication and problem-solving skills to handle customer inquiries and concerns
• Gain familiarity with cleanliness standards, food safety, and guest interactions in various hospitality settings

Course Syllabus

1. Introduction to Hospitality Industry

• Overview of the hospitality industry (hotels, restaurants, resorts)
• Role of a hospitality assistant in different settings
• Types of services offered and customer expectations in hospitality

2. Customer Service Essentials

• Understanding customer service principles and their importance
• Greeting and welcoming guests
• Building rapport with guests and providing information
• Handling guest inquiries, requests, and complaints professionally
• Conflict resolution and maintaining a positive attitude

3. Effective Communication Skills

• Verbal and non-verbal communication techniques
• Listening skills and understanding guest needs
• Basics of telephone etiquette and handling calls
• Cross-cultural communication and sensitivity in guest interactions

4. Front Office Operations

• Introduction to front desk operations and procedures
• Basics of check-in and check-out processes
• Understanding reservations and room allocation
• Handling billing and payment processing
• Maintaining records and handling guest data responsibly

5. Housekeeping Basics

• Importance of cleanliness and hygiene in hospitality
• Room cleaning and setup standards
• Cleaning procedures for common areas and guest rooms
• Handling linen, supplies, and restocking essentials
• Maintenance of cleaning equipment and safety measures

6. Food and Beverage Service Basics

• Overview of food and beverage service operations
• Serving etiquette, table setting, and clearing
• Understanding basic menu items and common dietary preferences
• Ensuring food safety, hygiene, and sanitation
• Handling room service and takeaway orders

7. Health, Safety, and Security in Hospitality

• Importance of safety protocols in hospitality
• Basic health and safety guidelines for handling equipment
• Fire safety, evacuation procedures, and emergency response
• Understanding security protocols and guest privacy policies

8. Introduction to Hospitality Software

• Overview of common hospitality software (PMS, POS systems)
• Basic data entry and information retrieval
• Managing reservations, check-ins, and billing in a computerized system

9. Professionalism and Work Ethics

• Importance of punctuality, appearance, and grooming in hospitality
• Adhering to dress codes and maintaining a professional image
• Developing teamwork and collaboration skills
• Handling confidential information responsibly

10. Practical Sessions and Role Play

• Hands-on training for front office and housekeeping operations
• Role-playing exercises to simulate guest interactions
• Practicing food and beverage service techniques
• Customer service scenarios and conflict resolution exercises

Assessment and Certification

• Module-based quizzes and practical assessments
• Final practical exam covering core areas: front office, housekeeping, and customer service
• Certificate of completion upon successful assessment

Career Opportunities

• Hospitality assistant roles in hotels, resorts, and restaurants
• Front office assistant or receptionist
• Housekeeping assistant or food service assistant
• Entry-level positions with growth opportunities in the hospitality and service industry