- COVID-19, Responsibilities & Key Control Measures (Note this is not COVID-19 training)
- Define Hospitality
- What is Service?
- Opening, running, and closing duties
- Bar Layout and Functionality
- Pre-Shift Communication
- Equipment & Care
- Customer Complaint
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Delivery: Interactive on-site 3-hour workshop-based training with role play and theory combined. Who should attend? This is designed to train, upskill and refresh those who are currently returning to work or new to work in the hotel sector. Modules include: -
Delivery This three hour session will be delivered onsite. Who should attend? All frontline staff who engage with customers. Modules include:- Understand latest customer care developments
- Identifying customers’ expectations
- Estimate the level of customer care here and plans to increase it!!
- Explain Madness – doing the same thing all the time and expecting a different result
- Difference between Service and CUSTOMER Service
- Calculate the “Lifetime Value” of a customer and understand the implications of losing a customer (Golden Rule!)
- Understanding why we lose customers – staff behavior major reason
- Handling Complaints and empowering staff to do “something extra”
- Learning from complaints – “+1” books
- Setting Customer Care Standards – appearance, friendliness, professionalism, greetings
- Importance of word of mouth – must do something different to get guests to talk about you
- Upselling tactics
- A recognisable superior selling and customer culture throughout
- A culture which new employees will easily enter and be part of your ethos
- The golden rule is understood by all “never lose a guest”
- Empower staff to deal with complaints
- Immediate elimination of customer complaints
- Substantial increase in delighted guests
- Leading to increased percentage of returning guests
- Increased sales per staff member
- Increased profits!
- Great reviews
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Delivery: Interactive on-site 3-hour workshop-based training with role play and theory combined. Who should attend? This is designed to train, upskill and refresh those who working in hotels or new to work in the hotel sector. Modules include:- Define Hospitality
- What is Service?
- To be a Waiter/ess
- The ‘Check Back
- Points of Service
- Taking an Order
- Station Management
- The big finish
- Customer Complaints
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Delivery: Interactive on-site 3-hour workshop-based training with role play and theory combined. Who should attend? This is designed to train, upskill and refresh those who are currently returning to work or new to work in the hotel sector. Modules include:- COVID-19, Responsibilities & Key Control Measures (Note this is not COVID-19 training)
- What is Housekeeping
- Preparation for Duty
- Departmental Standards
- Public Areas
- Completion of shift - Handover and preparation for next day
- Getting Yourself Ready for Service
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Delivery This is a one-day course delivered onsite (it requires function room hotel bar) Who should attend Part-time and full-time staff who are new to bar and food service Modules include: This 1-day Food & Beverage course is designed to prepare young staff to work within the Hospitality Industry with essential knowledge and practical skills required in respect of the day to day Food & Beverage operations. This course is a practical training course and is held in a real restaurant / bar setting. • How to carry and clear plates • take orders and meet and greet customers • All crockery, cutlery, napkins, docket books are provided on training day • All staff learn the basic skills - How to carry and clear 3 plates How to take an order using basic terminology • Learn and have fun in serving each other • Skills taught by doing and verified by trainer Outcomes • Staff will gain practical on the job skills to fulfil basic food and bar service • Staff will have renewed confidence to meet and greet, take orders, set a table correctly • Enhanced customer service • Accredited Course by CPD Trainer Expert craft trainer panel managed by Training Partner TrainedIn. Price €790 for delivery onsite in your premises (max 25 staff) €65 pp if an open programme (sharing with another hotel – min. 12 participants) What did recent hotels say? “Super training organised by Dervla and her team. We’ve seen the benefit straight away in our team- the training was in depth and covered all of the basics and our teams confidence has hugely improved” Bethany Potter, HR Manager, Maldron Hotel, Oranmore, Galway. For more information or to book, call Dervla O’Neill on (086) 083 6626, or email: oneilld@ihf.ie -
*Griffith College plans to submit the programme to QQI for validation as a Certificate award at NFQ level 7 with 10 ECTS. (Click to download Brochure) Delivery 12 half days from Wednesday, 22nd September to Wednesday 15th December 2021 9 online and 3 In person (venue is Griffith College, Dublin) Who should attend? Aimed at those working in hotel human resources roles, with over 12 month’s experience. The programme is intended to develop the capacity for participants to achieve greater success through the successful management of people. Modules Include:- General Human Resource Management
- Recruitment and Selection
- Employment Law
- Performance Management and Team Building
- Diversity Management
- Employee Development
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(Click to download Brochure) Delivery 10 Days from Thursday, 22nd September to Thursday, 9th December 2021 6 full days and 4 half days Who should attend? Aimed at new and aspiring hotel managers and supervisors Modules Include:- Role of the Manager
- Marketing Planning
- Human Resources
- F&B Operations Management
- Health and Safety
- Revenue Management
- Kitchen and Waste Management
- Financial Management
- Upselling and Customer Service
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Dates:
7 dates, between 8th February – 3rd May 2023Duration:
The format is 9.30am– 12.30pm (Online) and 1.00pm – 4.00pm (In person)
Download Programme Outline here.
“You can build a palace, but you need people to run it - This programme is designed to do just that! The emphasis is on developing quality skills for those who are responsible for recruiting, selecting, motivating, rewarding, team building and developing staff in the hotel sector."
Programme Director - Angela Harvey, Griffith College
What did the class of 2021 think?
"I found the course to be hugely beneficial and completely relevant to hotel HR. One of my main concerns was the time and how much commitment was involved but it blended very well and three hours a week was perfect." - Grainne Maunsell, HR Manager, Ballygarry House “If it was allowed I would nearly sign up again! HR sometimes can be quite isolating but we met a lovely group of HR people and can share stories and ask questions in confidence. Anyone would be lucky to get on this course and learn from the best.” - Caroline Doherty, HR Manager, Dromhall and Randles Hotel “The course enabled me to identify the gaps I had in my organisation and then gave me the tools to help me to set up the policies and procedures I was missing.” - Siobhan Howley, HR Director, Callanan HotelsFee:
Members €795 pp Non Members €995 ppBooking:
Places are limited to 20 people. Apply now by emailing Dervla O’Neill at oneilld@ihf.ie or call 086 083 6626 for more information -
LIVE, INTERACTIVE, ONLINE
Dates:
The programme will be delivered online over 12 weeks, every Wednesday morning (9:30am to 12:30pm) on the following dates: From 2nd February to 20th April 2022 (see brochure for a list of modules and dates). Download Programme Outline here.
Course Overview:
The Diploma in Digital Marketing is designed to give you a greater understanding of online marketing and practical knowledge of digital tools. It will equip you with up-to-date techniques and tools that can be used immediately. On completion, you will have a solid grounding in this field and be in a position to develop a comprehensive digital marketing strategy and implementation plan as well as manage campaigns for your company. Working with our trainers and supported by industry insights from the IHF Skillnet, the programme has been tailored specifically for marketing practitioners within the hospitality sector.What did a previous participant think?
"The course provided me with an update to my marketing degree and helped me to understand the various facets of digital marketing. I really enjoyed the variety of lecturers. It was great to get training from those who are experts in their various fields, providing for a completely different lecture, perspective and content each week."Fee:
Members €475.00 pp Non Members €595.00 ppBooking:
Apply now by emailing Dervla O’Neill at oneilld@ihf.ie or call 086 083 6626 for more information -
Dates:
16th February – 11th May 2022 Download Programme Outline here.
About The Programme:
- 9 key management modules delivered by leading industry experts
- Hybrid delivery with start day and concluding days in person (safe distancing) and remainder remotely
- Mixture of 6 full days and 4 half days - every Thursday throughout the course
- Short assessments will follow each module to address current challenges in your property
- Participants who successfully complete all assignments will be presented with IHF Skillnet Certificate of Achievement
What did the class of 2021 think?
"I found the course to be hugely beneficial and completely relevant to hotel HR. One of my main concerns was the time and how much commitment was involved but it blended very well and three hours a week was perfect." - Grainne Maunsell, HR Manager, Ballygarry House “If it was allowed I would nearly sign up again! HR sometimes can be quite isolating but we met a lovely group of HR people and can share stories and ask questions in confidence. Anyone would be lucky to get on this course and learn from the best.” - Caroline Doherty, HR Manager, Dromhall and Randles Hotel “The course enabled me to identify the gaps I had in my organisation and then gave me the tools to help me to set up the policies and procedures I was missing.” - Siobhan Howley, HR Director, Callanan HotelsFee:
Members €495.00 pp Non Members €595.00 ppBooking:
Places are limited to 20 people. Apply now by emailing Dervla O’Neill at oneilld@ihf.ie or call 086 083 6626 for more information -
Delivery:
Half day course in-company.Highly presentable staff convey a very positive image of the property.
Have you ever had to have those “difficult” conversations with staff?
Do your staff know what is expected of them in terms of appearance and hygiene?
Do you have new staff that need to learn how to present themselves?
Staff Appearance
- Uniform | Shoes | Hair | Jewellery | Nails | Posture | Positive Attitude | Tattoos | Deportment |Ironing
Staff Grooming
- Make up | Skin care| Diet | Exercise | Shaving | Nails
Personal Hygiene
- Showering | Body Odour | Teeth | Sweating | Lifestyle Choices
Staff will learn what products to use for stain removal, body smells, skin care female and male, deodorant, soaps and much more.
Presenter:
Marie Therese Flynn, a leading hospitality skills trainer with “Putting Training First”
Price
Members: €350 for onsite (up to25 staff)
Non Members €450 (up to 25 staff)
Contact:
For more information, email Dervla O’Neill at oneilld@ihf.ie or call 086 083 6626 for more information. -
Click here to download the brochure.
Dates:
26th January - 27th April 2023
Mixture of 6 full days and 5 half days - every Thursday throughout the course The format is 9.30 – 1.00 and 2.00 – 4.30 (if full day)Key Reasons to Attend
Many staff have been promoted without formal training in management and may want this opportunity to upskill. Managers are often being challenged in their role as the industry is more complex than ever before. Here are some of the benefits of the programme:
- Increased understanding of marketing, revenue management and accounting knowledge
- Improved interviewing skills to attract and retain staff
- Upselling skills to increase revenue
- How to deal with customer complaints to avoid adverse publicity
- Increased conversion of event / booking enquiries
- Improved staff motivation and retention
About the Programme:
- 10 key management modules delivered by leading industry experts
- Hybrid delivery with a mixture of 4 days in person (safe distancing) and remainder remotely
- Mixture of 6 full days and 5 half days - every Tuesday throughout the course (one module delivered on a Thursday - 8th December)
- Short assessments will follow each module to address current challenges in your property
- Participants who successfully complete all assignments will be presented with IHF Skillnet Certificate of Achievement
Course Leader: Marc Thornton, DTA Marketing
“Training on an industry specific Leadership & Management Development Programme has been proven to be a key motivator of staff and will increase the confidence of managers to deal with the challenges of today”Price €550 pp - for Members
Price €650 pp - for non-MembersThis course is limited to 20 people.
For more information, call Dervla O’Neill on (086) 083 6626, or email: oneilld@ihf.ie