Hotel Protocol Curriculum

Hospitality Knowledge Specifications

The hotel protocol touches all aspects of service needed through a luxury hotel hospitality service, all points addressed in the TLL hospitality service and all VIP hotel hospitality foundations, while all content is always custom-designed individually for each hotel unique needs

Customized Solutions

Intro

• The International Business Language in the modern era

• Different cultures - Common human ground

• A timeline of culture junction

• Human communication in the Technological era & Digital eco system

• Culture of time and timing: Hospitality fundamentals

Initial interaction – Name Branding

• Effective and positive self-presentation: Name tags

• Names & Nicknames

• Small talk – Great Potential

• Handshake Protocol

• Business Cards as part as a managerial and professional image

A presentable, professional, impressive presentation

• Perfect look delivers a professional message

• Beauty & Hygiene

• Wardrobe Code – Basics of styling, appearance, and dress code

• Accessories – The small details of success

• Uniform - Wear it neat & right

Non-Verbal messaging: Body Language

• Establishing a strong, stable, effective presence

• Getting to know body language and its importance

• Eye Contact, Smile, Posture, Correct walking/sitting on duty

• Handshakes, Hugs & Kisses

• Gestures around the world

Verbal Message: The messaging beyond the words

• The art of small talk

Quality Service

• Manners & Etiquette Protocol as a tool to promote Service Upgrade

• Developing Service Awareness in the Modern Era

• Phone Communication

• Digital Communication Etiquette

• Direct service: Face to Face

• Professional & Effective Service as a tool to improve and create luxury service image

Guest-Driven Approach

• Getting to know the guest and its needs based on appearance, body language and style of communication

• Custom-Designed for your guest

• “Imitating” Technique as a tool to create understanding and bond between staff and guests (Matching verbal tone, matching body language, matching messaging) NLSP

• Workflow in front of hotel guests

• Displaying a business presentation to guests

Effective Service Process

• Etiquette & Manners as part as a marketing and hospitality technique

• Service as a marketing and sales promoter

• Service Technique – NLP - using all five senses as a tool to read your guests

• Identifying real objections

• Rules and tools to soften and neutralize objections

Quality of Life in the Work Environment

• Constructing a pleasant and effective work environment

• Correct communications between colleagues

• Allocating Responsibilities correctly and effectively

• Teamwork and support among staff members

• Effective teamwork between departments and elements in the organization

Hospitality Training Specifications by Department

Reception Desk

• Welcoming and greeting the guests

• Quick, effective, pleasant check in and room reception

• Providing accurate, helpful information regarding all guest’s needs

• Check out process: Make it quick, effective, and polite

Waitstaff – Dining Hall, Banquet Hall, Restaurants - Food & Beverage

• Welcoming and greeting the guests

• Body Language and keeping the guest’s personal space

• Menu service protocol

• Taking orders guidelines

• Service Technique: Cocktail, Buffet, Table Service

• Methods of guest treatment throughout the event and/or service

• Handing the Bill Guidelines

• Table Service Protocol for different stages: Formal and informal

• Menu Language

• Service Protocol

• Protocol Introduction: VIP & Luxury service

• Hall Preparation prior to guest arrival

• Cocktail Party – Preparation, Guidelines

• Buffet Style - Preparation, Guidelines, Planning

• Teamwork

Event, Guest Communication, and PR Department

• Protocol of Formal & Governmental Hospitality

• Planning and setting up events, based on guest & client needs

• Different event styles

• Creating and concepting a successful, pleasant event atmosphere

• Interactive Active Operation among all event factors (Food & Beverage, Waitstaff, Decorators)

• Overall Guest Approach – Concepting and Setting up event for full guest satisfaction

• Flags & Manners

Senior Management

Business Correspondence

• Proper Effective Correspondence with guests, clients, suppliers, and organizations

• Guidelines for written communications

• Answering E-mails, messages & posts

• Internal organization Correspondence

Managing Meetings & Appointments

• Setting up Internal organization meetings

• Setting up out-of-organization meetings

• Setting up meetings via phone communication

• Planning a schedule

• Managing effective meetings

• The Art of cultural, effective arguments and disagreements

• The Art of listening