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Hospitality training manual free download
- Hotel Front Office Training Manual - Pdf Download - CiteHR
Student Membership can be obtained by completing the appropriate Student Registration Application form and returning the form and the Student Registration Fee to the Institute. The Student Registration fee is valid for one year and can be renewed annually. Copies of all qualifications and Awards obtained by the student must also accompany the Academic History form. The Academic History form is used to ensure that students are qualified to commence their studies at the Level they have selected.
Group 3: A special rate exists for students in countries which have a emerged from conflict b countries in which the general population is subject to great poverty and c countries in which the UN acknowledge that the level of economic activity and national per capita income is unacceptably low. These Levels are designed to provide a structured and progressive level of knowledge. All students are required to commence their studies at the Diploma Level of all programmes unless they are able to claim subject-for-subject or Level exemptions.
Applicants over the age of 20 who do not hold one of the recommended entry qualifications may also register for some Diploma Level programmes providing they have been in full-time employment for a minimum of two years and can produce a letter from their employer to confirm this. Invigilation of examinations is undertaken either by external Invigilators who are appointed by the Institute or by the British Council.
Candidates must be registered and paid-up Student Members of the Institute at the time they undertake their examinations. Full details of Examination dates can be found on the ICM website. There are however some specialist programmes where a higher subject fee may be payable. If you have any queries relating to fees please contact your Teaching Centre.
To enter for an examination you need to complete the relevant Examination Entry form and submit it to the Institute. The Timetable for each year states the Closing Date for receipt of entries for each examination Series. Please visit the website to view the ICM examination timetable. The Institute operates a triple marking and moderation system.
In the event that the moderator increases the original marks awarded, the fee for re-marking your script will be refunded to you. The Institute retains answer scripts for a maximum period of six months. If you sit, for example, for one or more subjects in March you will not receive your results until June.
This means that if you were to fail a subject in March, you would not be able to re- sit the subject in June, as you will have missed the Closing Date for the June Series. Our advice is that you try to split your subject examinations between two consecutive Examination Series e.
If your programme has four subjects you could take two subjects in one series and two in another series. On this basis, were you to fail one subject in March you would be able to re-sit it in September, giving you plenty of time for revision. Examination Timetables indicate the closing date for receipt of entries for each sitting and this information also appears on the ICM website. Entries received after the Closing Date are automatically carried forward to the next Examination Series.
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Note: 1. A student who undertakes, on a Single Subject basis, subjects within a Diploma, Advanced Diploma, Graduate Diploma or Post Graduate ICM programme will not be entitled to a professional Award unless they are exempted from or have completed all lower Levels of that Award.
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However, your study centre should also provide appropriate help and assistance. Your tutors will direct your studies and ensure that you know what work you need to cover in any given unit. Seek advice from academic staff either during or after class or try to see them during their office hours. It is important to ensure that you obtain a copy of each unit syllabus from your Teaching Centre. Alternatively, this information can be obtained online at www. Each Unit Syllabus is normally linked to one main textbook and the examiners base their questions on the contents of the nominated core text.
The Unit Syllabuses also give details of 'Alternative Texts' and texts recommended for further reading. It is advised that you should refer to the 'Alternative Texts' in order to develop your skills and broaden your knowledge of the subject area. The choice is yours. Examiners base their questions on the contents of the recommended texts and it is therefore important for you to ensure that you have access to the appropriate texts.
We will require a copy of an Assessment Report issued within the last three years. The amount of additional time and any other arrangements will be determined on the basis of the Report relating to your circumstances. It is possible that you may be granted permission to use a computer or laptop without internet connection in your examinations. These can be found in the Student Resources section of the website. In addition to providing a comprehensive knowledge of each of the major business functions, the structure of the courses ensure that students have the widest possible range of career, employment and higher education options open to them on successful completion of their studies.
It is expected that a student will need at least 18 months to 2 years of full-time study at an ICM Approved Centre to complete the full Advanced Diploma programme and a further months to complete the Graduate Diploma. Holders of an ICM Diploma may enter the ICM Advanced Diploma programme and completion of this could enable entry to the final year of appropriate Honours degree programmes see Section 3 for more details.
Hospitality Management 8. Customer Service Environmental Management in the Hospitality Industry The unit examines a wide range of subject areas within the operation of food and beverage management and relates these to relevant sectors in the hospitality industry. Developing trends and increasing demands from the general public are studied, using examples from the hospitality industry.
Demonstrate an understanding of the complexities of managing food and beverage outlets. Outline the function and responsibilities of food and beverage management. Summarise the duties of the purchasing manager in relation to the purchasing procedure. Specify the purpose and objectives of food and beverage control.
Compare the principles of food and beverage management across a range of catering systems. Formal lectures provide a foundation of information on which the student builds through directed learning and self managed learning outside of the class. The students are actively encouraged to form study groups to discuss course material which fosters a greater depth learning experience.
Cracknell, R. The unit examines the different records that are administered by the front office, as well as appraising financial and security issues.
A study is made of the social skills that front office personnel are expected to demonstrate. Understand the importance of the front office in the hotel industry. Demonstrate an understanding of the procedures and processes involved in dealing with advance bookings. Explain how the marketing function of the front office may be achieved. Outline suitable procedures for front office personnel to increase sales. Describe how room occupancy may be managed and controlled. Lectures will be delivered on the key underpinning knowledge and will be supported by class discussions, using a more interactive approach to the lecture material.
These class discussions will allow the opportunity for learners to form study groups that actively engage with the key issues of this unit. It examines the hotel as a business providing commercial hospitality and focuses on markets, money and people.
It uses examples from hotel operations throughout the world embracing a comprehensive profile of the hotel business. Data, quotes and extracts from a wide range of authoritative industry sources are used and there is a focus on markets, money and people throughout. Understand the importance of hotels to economies and society. Evaluate principal products in the supply of hotel guest services.
Outline the elements of the human resource function in hotels. Demonstrate an understanding of the marketing function in the hotel and catering industry.
Appraise the financial characteristics of the hotel and catering industry. The unit examines the range of duties and responsibilities that fall within the scope of a housekeeper.
Outline the elements of the housekeeping function in hotels and accommodation establishments. Differentiate between the roles and duties of different personnel that support the housekeeping function.
Evaluate different types of product used in the cleaning process. Demonstrate an understanding of the qualities of materials used in room interiors. The unit examines the range of dishes and accompaniments that may be included on the menu, as well as different styles of food service. Understand the importance of restaurant service in the hospitality industry. Differentiate between the roles and duties of the range of personnel that participate in the service of food and beverages.
Identify the characteristics of different types of menu. Outline suitable control procedures for food, beverages, linen and customer bills. Demonstrate an understanding of different styles of food service. Prepare statements reporting financial and management accounting performance and position of business entities. Produce solutions to management accounting problems, using a range of management accounting techniques.
Demonstrate an awareness of the context of financial and management accounting within the hospitality industry. It provides students with a solid grounding in the industry, drawing together the main elements of hotel and catering in one unit and also featuring neglected areas such as brewing, contract catering, time share, caravanning and camping.
It introduces real life case studies and uses a student-friendly text which encourages active learning. Demonstrate an understanding of the historical role of hospitality as well as the future of the industry.
Exhibit knowledge concerning the various types of hospitality facilities, as well as the managerial segments of each type of facility. Understand how different types of hospitality facilities appeal to specific market segments. Evaluate current trends in the hospitality industry.
Demonstrate a knowledge of the role of human resources and cultural diversity in hospitality. The unit draws on practical examples of how the law affects the working lives of those within the hospitality industry through the use of appropriate case studies. Demonstrate an understanding of the principles of law as it relates to the hospitality industry.
Analyse factors that influence the form a hospitality business will take. Outline the elements to consider when making a contract of booking with a guest. Compare the rights and duties of an innkeeper with those of a hotelier. Explain the rights and duties towards employees in respect of employment, health and safety, discrimination, and dismissal.
The unit aims to enable students to appreciate the pivotal role marketing plays within any organisation, but in particular hospitality and tourism and provide an understanding of the principles and practise of marketing as part of the business approach to hospitality and tourism. Cookie information is stored in your browser and performs functions such as recognising you when you return to our website and helping our team to understand which sections of the website you find most interesting and useful.
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Get a Demo Login. Get your free customer service training manual template Achieve consistent and thorough customer service training with this training manual. Get the resource. Customer Service Training Manual Consistent and thorough customer service training is essential—even when customers already seem satisfied. Customer Care Training Manual One crucial benefit of a training manual is that it describes a standard process for interacting with customers. Powerful training, simplified Join the hundreds of teams—from Fortune enterprises to local businesses—who use Lessonly to onboard, train, and continuously enable millions of employees to learn, practice, and Do Better Work.
Customer Service Training Topics to Include Customer service training manuals can take many shapes and forms. Soft skills: Soft skills are essential for a successful customer service interaction. And there are a number of soft skills that every top-notch rep should know. A few customer service training examples include active listening, communication, empathy, flexibility, and problem-solving.
Or, what process do they need to follow to make a special exception for a return? Be sure to include answers to these unique situations and more! Ensure your training manual features a comprehensive look at everything new reps need to know about what your company offers to customers. Customer Service Training by Industry In many ways, serving customers is the same in any industry. Customer Care Training Manual Formats Training manual examples and templates come in a range of different file formats.
If you would like to showcase your customer service tips in a presentation, consider using a customer service training manual PPT file. Microsoft PowerPoint or Keynote program to open and display this type of document.
Such training manuals may include more training manual designs like animation, slide transitions or sound effects. Make it searchable so they can easily find a certain topic or section without searching through pages and pages of information.
Customer service rapidly changes, so ensure your training manual can easily be updated to keep pace with the changes of your business. Turn your Customer Service Training Plan into Real Results Lessonly works with thousands of customer service teams to develop and update their training plans. Like what you see? Learn more below. Discover who we are and what we do at Lessonly.
See the Resource. Empowered agents delight customers and do Better Work. And it all starts with training. Download the Guide. Want to build a winning sales team? Learn the secrets of 18 sales coaching MVPs. Get the Playbook.
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- Food And Beverage Service Training Manual Free Download | BNG Hotel Management Kolkata
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Instantly access our video library updated weekly with live demonstrations. Don't take our word for it. All you need to do is upload an existing hospitality training manual sample and turn them into interactive microlearning lessons in minutes.
Join for free and deploy to your team. Hospitality microlearning courses. Teamwork in the Hospitality Industry By embracing teamwork, you will not only improve your own working experience, but also that of your co-workers.
The hospitality industry is diverse, with many people playing different roles in different environments. Cleaning and Sanitizing in Hospitality In this course, you will learn about the proper practices for cleaning and servicing restrooms, dining areas, and public areas.
Being knowledgable in these areas helps us demonstrate our commitment to good hygiene and a better customer experience.
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