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32 OPERATIONS IN HOSPITALITY INDUSTRY CONNECT WITH YOUR GUESTS CONVERTING FIRST TIME GUESTS INTO RETURN CUSTOMERS How to use communication techniques effectively This course is specially designed for Front Office Staff, Guest Relation Managers, and Reservation Clerks. It is a “don’t miss opportunity”-training to learn how you get to know guest needs and expectations better. We look at why some guests are not like others and how participants can build up guest relationships and loyalty by paying attention to detail and creating positive moments right from the first inquiry. CONTENT The key points n Introduction of different guest personas n Body language (mimic and gestures) n The meaning of “value for money” n How to turn a first time visitor into a loyal returning guest n Communication skills and techniques n Understanding guest needs and expectations n Do’s and Don’t’s of guest relations n Reading the guest’s mind, verbal and non-verbal communication TRAINER Martin Gahn – Top Gahn Quality Coaching TARGET AUDIENCE General Manager, Directors Sales & Marketing, Revenue-Managers, Reservations & Front Office Staff DURATION OF THE PROGRAM 1 Day MAX. NUMBER OF PARTICIPANTS 10 LANGUAGE ENGLISH OR GERMAN BASIC ADVANCED
OPERATIONS IN HOSPITALITY INDUSTRY 33 KITCHEN ECONOMICS OPERATING A PROFITABLE KITCHEN How kitchen operation can add value to the overall performance Cost of the Food and Beverage Department is often the highest share of the total hotel expenditure. However, kitchens often fail to make the equivalent financial contribution. Poor revenue either drains resources from other profit centres and/ or leads to poorer quality and service from the kitchen. Keep in mind that one bad experience is a lost customer. This course gives participants the tools and know-how to be objective, calculate, control and optimize kitchen costs while ensuring top quality restaurant experiences that match and surpass customer expectations. CONTENT The key points n Economy – definition, roles and its importance in kitchen operations n Introduction to KPI’s (Key Performance Indicators) in the kitchen n The Best Practice Kitchen: policies and procedures n How to work effectively in a commercial kitchen n Cost cards n Costs of ingredients and preparation n Sales prices n Profit on return, profit on turnover, profit on cost plus (mark-up) n Calculation methods n Examples TRAINER Denis Galic – HGE Consilio TARGET AUDIENCE Chefs, Food & Beverages Manager, Financial Controllers DURATION OF THE PROGRAM 1 – 3 Day(s) MAX. NUMBER OF PARTICIPANTS 10 LANGUAGE CROATIAN OR ENGLISH BASIC ADVANCED
Page 1: EFFECTIVE TRAININGS FOR PEOPLE IN H
Page 4 and 5: TRAINING PROGRAMS SALES AND MARKETI
Page 6 and 7: 4 SALES AND MARKETING AND REVENUE M
Page 12 and 13: 10 SALES AND MARKETING AND REVENUE
Page 18 and 19: 16 PARTNERS Avvio is the premium bo
Page 20 and 21: 18 MARKET TRENDS AND STRATEGIC MANA
Page 26 and 27: 24 CONTROLLING IN HOSPITALITY INDUS
Page 32 and 33: 30 OPERATIONS IN HOSPITALITY INDUST
Page 36 and 37: 34 OPERATIONS IN HOSPITALITY INDUST
Page 38 and 39: 36 TRAINER PROFILES BRIGITTE T. GRU
Page 40 and 41: 38 TRAINER PROFILES RUŽICA HERCEG,
Page 42 and 43: 40 COMPANY PROFILES REBURG & PARTNE
Page 44 and 45: 42 COMPANY PROFILES HD CONSULTING H
Page 46 and 47: NOW IT´S YOUR TURN
Page 48: CONTACT Hondlova 2/9, 10000 Zagreb

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