Training Programme Topics for Professional Hotel-keepers;
a. Technical Trainings
1. Technical Hotel Management and Environment-Friendly Cost Reduction Standards
2. Hotel Design, Planning and Development
3. Valuation and Market Studies
4. Procurement in Hotels
5. Efficiency in Stock and Inventory Management
6. Preventive Maintenance
7. Fire and Security
8. Hygiene
b. Corporate Development and Manager Trainings
9. Service Quality Supervision
10. Total Quality Management
11. Crisis Management – Damage Prevention
12. Management and Leadership Skills
13. "Career Development" Package for Managers
14. Teamwork, Motivation, Spirit-lifting and Learning by Experience Package
15. Effective Management Skills
c. Customer Relations Training
16. Social/Customer Relations Skills Communication Package
17. CRM Customer Relations Management
18. Telephone Communication Skills
19. Guest Complaint Management
20. Body Language
d. Self Improvement Trainings
21. Meeting Management
22. Manager's Mirror
23. Time Management
24. Stress Management
25. Trainer's Training
26. Conflict Management
27. Teamwork
28. Contradiction Management
e. HR Trainings
29. Interview Techniques
30. Performance Evaluation
31. HR Management
32. Personnel Selection and Evaluation Tests
f. Financial Trainings
33. Budgeting and Reporting
34. Income Management
35. Expense Control – Food and Beverage
g. Sales and Marketing Trainings
36. Internal Sales and Sales Development
37. Efficient Sales and Marketing in Hotels
h. Food and Beverage Trainings
Training Topics
TECHNICAL TRAININGS
TECHNICAL HOTEL MANAGEMENT AND ENVIRONMENT-FRIENDLY COST REDUCTION STANDARDS
Duration: One day
A study about the needs of guests and management and the use of technical solutions to improve profitability. Reducing water and energy expenses and solid waste with environment-friendly standards, steering the hotel management and accommodation sector to be environment-friendly, ideas and methods to ensure thousands of dollars' worth of expense reduction.
Who should attend?
- Hotel Owners
- Engineer MSCs
- Food and Beverage Managers
- Hotel Developers
HOTEL DESIGN, PLANNING AND DEVELOPMENT
Duration: One Day
The latest trends in hotel planning and design in the infinite creativity of today, from the skyscraper-style hotel rooms to the fancy rooms of exotic resorts on tropic islands. Specifies the important criteria that the architects and decorators should keep in mind and apply when planning and designing various hotels. Underlines how the key concepts behind the new trends and the decorators' vision should be in harmony with the advancements in the sector.
Creates a practical and comprehensible guide for today's investors, developers, architects and decorators.
Who should attend?
- Hotel Owners/ Owner Representatives
- General Managers
- Developers
- Architects
VALUATION AND MARKET STUDIES
Duration: One Day
The importance of valuation and market studies for the development of a hotel, motel or any other accommodation unit will be presented. Aims to present the modern methods used to prepare hotel market studies, financial estimations, investment analyses and valuation studies. Importance of the not well-known investment factors like Business Value, personal assets and some of the operational risks will be explained
Who should attend?
- Hotel Owners/ Owner Representatives
- General Managers
- Financial Control Specialists
- Hotel Investment Firms
PROCUREMENT IN HOTELS
Duration: One Day
Basic principles of food, beverage and equipment procurement and service and material contracts. The main focus points are the stages of product specification, choosing the supplier, ordering, receiving, storing and usage.
Who should attend?
- General Managers
- Procurement Managers
- Financial Control Specialists
- Food and Beverage Managers and Assistants
- Executive Chefs
- Executive Sous-Chefs
- Expense Control Specialists
EFFICIENCY IN STOCK AND INVENTORY MANAGEMENT
Duration: One Day
The infrastructure needed for the level of service provided to the guests and for the functions of storage and forwarding to production of all the products which directly affect the profitability of the institution to be at an optimal (ideal) level is introduced to the participants.
Who should attend?
- Department Managers
- HR Directors
- Personnel Managers
PREVENTIVE MAINTENANCE
Duration: Two Days
In this training, the importance of constant and preventive maintenance checks and repairs will be explained. The savings that the proper notation of energy use and expenses bring will also be explained in the training.
Who should attend?
- General Managers
- Hotel Engineer MSCs
- Financial Control Specialists
- Hotel Developers
FIRE AND SECURITY
Duration: One Day
The program aims to give practical training related to protection from fire and the actions to be taken in the case of a fire, the actions to be taken before an after an emergency situation, evacuating the premises and fire extinguishing tools.
Who should attend?
HYGIENE
Duration: One Day
- Food flow in production
- Internal hygiene controls
- Cleaning
- Food hygiene training cards
- Equipment usage
- Personal hygiene
Who should attend?
- Food and Beverage Establishment Owners
- Restaurant Owners
- Executive Chefs and Sous Chefs
- Head Stewards
CORPORATE DEVELOPMENT AND MANAGER TRAININGS
SERVICE QUALITY SUPERVISION
Duration: One Day
The study aims to reach unbiased and objective data necessary for you to understand whether your establishment works effectively or not.
Who should attend?
- All Managers and Supervisors
- All Relevant Personnel
TOTAL QUALITY MANAGEMENT
Duration: One Day
In this training, we will cover the topics of definition, tests, processes and concepts of quality as well as different methods. The concept of clients/customers will be touched upon in the training as well as different measuring methods and certification information regarding quality.
Who should attend?
- Department Managers
- HR Directors
- Personnel Managers
CRISIS MANAGEMENT – DAMAGE PREVENTION
Duration: 3 Hours
The decisions to be made and the steps to be taken in order to minimize the damages in the case of a crisis are shown. The areas where profits can be maximized and damages can be minimized during a crisis are specified and the opportunities to renew the organizational structure are studied. (This training is not related to fires, earthquakes, floods or other natural disaster/crisis situations.)
Who should attend?
- Hotel Owners
- General Managers
- Department Managers
- HR Directors
- Personnel Managers
MANAGEMENT AND LEADERSHIP SKILLS
Duration: One Day
The importance of all senior and supervisor positions concentrates on their place in the entire hotel organization and how they can improve the performance of their subordinates. This training explains and shows how the managers can improve their own performance as well as the performance of their subordinates. Case analyses are used to illustrate the responsibilities and expectations that come with a manager's position.
During the training, the effectiveness of the way the manager satisfies and balances the expectations of their subordinates, other managers and the guests and the ways to actualize these are determined.
Who should attend?
- General Managers
- Department Managers
- Supervisors
TEAMWORK, MOTIVATION, SPIRIT-LIFTING AND LEARNING BY EXPERIENCE PACKAGE
Duration: Two Days
Today's stressful work life takes the energy of the most of us; after long working hours every personnel, especially the managers, return home exhausted. This heavy tempo unavoidably lessens the joy we take from our work and life, dispelling our will to work. This training programme aims to take the personnel out from their tiresome environment for a while, to give them an opportunity to refresh themselves and to teach them teamwork while doing this. This rich package, full of games, polls, courses, debate contests and talks, aims to renew the participants' enthusiasm for work.
Who should attend?
EFFECTIVE MANAGEMENT SKILLS
Duration: Two Days
In this training, which we recommend all the managers and manager candidates take, all the management functions are underlined with case studies for the managers who cannot find enough time for trainings because of the heavy work tempo. The training is given to combine all functions and relationships under topics like time management, conduct in times of crisis and leadership.
Who should attend?
CUSTOMER RELATIONS TRAINING
SOCIAL/CUSTOMER RELATIONS SKILLS COMMUNICATION PACKAGE
Duration: One Day – May extend over time
This training is about successfully managing situations like various customers and their complaints, VIP services, teamwork skills, groups, sales techniques, written and verbal communication skills, presentation skills and product info. This training also shows the importance of the benchmarking of all the provided services.
Who should attend?
- General Managers,
- Operational/Non-operational Department Managers
- Guest Relations Officials
CRM CUSTOMER RELATIONS MANAGEMENT
Duration: One Day
A manager or supervisor who does not know but is willing to learn about CRM, or one who already practices a customer relations management programme. This training is designed for everyone willing to learn what a CRM strategy is. At the end of this information-laden one-day training, you will leave with an understanding and knowledge of the CRM strategies to guide a profitable CRM philosophy for your hotel and you will be back at your work knowing what customer relations management is and what you need to do in order to create, apply and develop an effective CRM programme in your hotel.
The training covers the topics below:
- Why is CRM so important for your company's future?
- What is needed to turn CRM into success?
- How to create a successful and integrated CRM team?
- The required CRM technology, at present and in the future
- Obstacles in CRM applications and methods to prevent these obstacles
- Reshaping your organization around a RM philosophy that will add value to it.
Who should attend?
- Hotel Owners
- General Managers
- Department Managers
- HR Directors
- Personnel Managers
- Supervisors
TELEPHONE COMMUNICATION SKILLS
Duration: One Day
Important communication techniques that we must use during a telephone conversation, our approach to telephone conversation and how we can turn these to fruitful results, complaint management on telephone, explanation of effective communication topics with role plays, important points on the use of telephone devices.
Who should attend?
- Department Managers
- HR Directors
- Personnel Managers
- All Personnel who make telephone conversations with the guests.
GUEST COMPLAINT MANAGEMENT
Duration: One Day
The opportunities that correct guest complaint management brings will be shown in this training. The main topics are the important factors in guest complaint management, financial effects and body language and facial expressions as parts of a successful complaint management communication. The best ways to maintain the complaint management are shown step by step on various scenarios. During the training, the participants can find the opportunity to practice complaint management in front of a camera and to see how good they are. SERVUS will demonstrate the policies and procedures of successful complaint management as a whole on the demand of the hotel management.
Who should attend?
- General Manager
- Department Managers
- Managers in charge
- Guest Relations Officials
- Front Desk Personnel
- All Service Personnel
- Uniformed Personnel
SELF IMPROVEMENT TRAININGS
MEETING MANAGEMENT
Duration: One Day
- Aims to provide fruitful meetings; covering topics like meeting types, participants, preparations, duration and post-meeting.
Who should attend?
MANAGER'S MIRROR
Duration: One Day
The purpose of this training is to make the manager know himself/herself better and understand his/her weakness and strengths in a tangible way.
Who should attend?
TIME MANAGEMENT
Duration: One Day
Topics like the importance of time, time planning, precautions against urgent and unexpected incidents, relativity, factors that cause time loss and precautions against these factors, an awareness of priorities and how to say "No" will be covered.
Who should attend?
STRESS MANAGEMENT
Duration: One Day
The topics of controlled stress, handling a person under heavy stress and social relationship methods and the relationship between personality and stress will be covered.
Who should attend?
TRAINER'S TRAINING
Duration: One Day
The participants, each specialized in their respective fields, are explained the points to consider when giving training and, using the basic principles of learning as a baseline, are ensured to pass their knowledge on accurately.
With the topics of 4-Staged Training and One-on-one Applied Training, the participants are shown how to relay their knowledge to the personnel they are training and their experience is strengthened.
Who should attend?
- Department Managers
- HR Directors
- Personnel Managers
CONFLICT MANAGEMENT
Duration: One Day
The managerial approaches that need to be applied in order to define the different conflict types and ensure that the conflicts result in advantage rather than damage for the institution will be studied.
Who should attend?
- Department Managers
- HR Directors
- Personnel Managers
TEAMWORK
Duration: One Day
The general purpose of this seminar is to ensure that the personnel with individual prowess show the same efficiency as a team. How the on-site tasks can be done more effectively, teamwork spirit, efficient work of a good team and its benefits.
Who should attend?
- Department Managers
- Managers in charge
- Front Desk Personnel
- All Service Personnel
- Uniformed Personnel
BODY LANGUAGE
Duration: One Day
In face-to-face communication, learning to use the body language more effectively and learning how to understand and interpret it improves the strength of the things said and done, ensuring a better understanding and a better cooperation between the parties. With this training, the participants are taught in topics like body structure, physical awareness, communication areas, facial expressions, eye contact, postures and relaxation exercises.
Who should attend?
- Department Managers
- Managers in charge
- Guest Relations Officials
- Front Desk Personnel
- All Service Personnel
- Uniformed Personnel
CONTRADICTION MANAGEMENT
Duration: One Day
In this training, the definition of contradiction and the problems it causes are studied, as well as how to reconsider the decisions taken in order to prevent the problems that may arise. It includes various examples of contradiction from the Acommodation and Hospitality sector, as well how to reveal and define contradictions, examination of the precautions to be taken and the problems that it creates in the organization.
Who should attend?
HR TRAININGS
INTERVIEW TECHNIQUES
Duration: One Day
The purpose of this training is to hire the correct people via efficient interview techniques and to prevent unwanted situations.
Who should attend?
PERFORMANCE EVALUATION
Duration: One Day
How to prepare a positive and constructive performance evaluation system? How to be precise and clear? How to increase the performance of the employees based on their strengths? How to renew the job definitions in a way that meets both the organization's and the employees' needs? As a manager, how can you evaluate your own performance? What is the importance of procedures and methods? How to plan and develop a career? This training finds the answers to the above questions and the likes.
Who should attend?
- General Managers
- Department Managers
- HR Directors
- Personnel Managers
- Supervisors
HR MANAGEMENT
Duration: One Day
The aim is to separate the concepts of "Modern HR" and "Personnel Managament" in order for the establishment to work more efficiently.
Who should attend?
PERSONNEL SELECTION AND EVALUATION TESTS
Duration: One Day
Tests that aim to hire the people who can meet the needs of the establishment like personality tests, mechanical tests, foreign language tests, intelligence tests will be covered.
Who should attend?
FINANCIAL TRAININGS
BUDGETING AND REPORTING
Duration: Two Days
Building a successful and integrated planning, budgeting and reporting system; important performance indicators for correct and focused decision making. Improving productivity and performance with synchronized planning and reporting. A more practical and well-timed flow of information for the decision-makers; building a simple but strong financial planning process that suits the needs and is easy to adapt, combining a long-term strategic vision with budgeting; seeing how technology advances hand in hand with budgeting.
Who should attend?
- Hotel Owners/ Owner Representatives
- General Managers
- Financial Control Specialists
INCOME MANAGEMENT
Duration: One Day
This programme focuses on the efficiency management techniques designed to reach the maximum performance level while keeping in mind the general profitability goals. It includes the buying behaviors of the customers and the comparison of today's demands with future business predictions. Efficiency management, by determining the best case sale opportunities, creates the balance between supply and demand. Thus, you will learn how to use complicated software and create efficiency statistics with the data in hand.
Who should attend?
- Entrepreneurs
- General Managers, DepartmentManagers and all Senior Managers who aim to improve their management skills and efficiency.
- Mid-level Managers preparing for high-level management.
EXPENSE CONTROL – FOOD AND BEVERAGE
Duration: One Day
This training determines and analyzes the factors that affect the primary expenses that originate from food and beverage operations. For an efficient expense management, aside from internal control, predictions, budgeting and analysis of the food and beverage expenses compose the main topics of the training.
- General Managers
- Financial Control Specialists
- Food and Beverage Managers
- Food and Beverage Assistant Managers
- Executive Chefs
- Executive Sous Chefs
- Expense Control Specialists
SALES AND MARKETING TRAININGS
INTERNAL SALES AND SALES DEVELOPMENT
Duration: One Day
Reaching for customer satisfaction, this training emphasizes the concept of marketing. It explains the methods to improve the sales in food and beverage units, rooms and healthcare centers internally and externally. May include a practical sales/marketing exercise and computer software.
Who should attend?
- Entrepreneurs
- General Managers, Department Managers and all Senior Managers who aim to improve their management skills and efficiency.
EFFICIENT SALES AND MARKETING IN HOTELS
Duration: Two Days
This training focuses on successful marketing sample cases from all over the world. The presentation will analyze the reason why these sample cases are successful and starting from this point, creative marketing ideas suitable for Turkey will be developed. Another focal point is to understand how the internet and e-tourism changed the accommodation sector and how the hotel keepers must do the web site presentation to take a position in the front lines of the competition.
Who should attend?
- General Managers
- Sales and Marketing Director
- Food and Beverages Manager
- Systems Manager
FOOD AND BEVERAGE TRAININGS
QUALITY TRAINING
Duration: Two Days
This training programme is created to improve profitability as well as attending to the needs of the guests and the management. It is a training practice which must be kept in effect by the F&B Department personnel and the management at all times in a participatory manner, while creating ideas and setting the standards.
Who should attend?
- Food and Beverages Manager
- Food and Beverages Personnel
- All relevant personnel
CUSTOMER RELATIONS
Duration: Two Days
Duration: Two Days
Who should attend?
- Food and Beverages Manager
- Food and Beverages Personnel
- All relevant personnel
HYGIENE
Duration: One Day
This training's goal is to the general standards and the control mechanism to ensure that the guests enjoy a food and beverage service that is produced under healthy conditions. With a detailed approach to the subjects, the highest hygiene standards and procedures are created.
Who should attend?
- Food and Beverages Manager
- Food and Beverages Personnel
- All relevant personnel
SERVICE TRAINING
Duration: Three Days
This is a participatory training programme that runs with examples for the guests to receive the highest quality food and beverage service and for the establishment to generate the maximum profit from this service. The goal is to offer the right products to the guests with optimal costs and to generate the maximum profit. The highest customer satisfaction is ensured by the standards, the menu and the quality of the service know-how.
Who should attend?
- Food and Beverages Manager
- Food and Beverages Personnel
- All relevant personnel
FOOD AND BEVERAGE OPERATIONS
Duration: Three Days
This is a food and beverages operation training programme that provides a plenitude of ideas to ensure the satisfaction of both the guests and the personnel which we call internal guests. The aim is to emphasize all the general terms of food and beverage operations in a careful and detailed manner.
Who should attend?
- Food and Beverages Manager
- Food and Beverages Personnel
- All relevant personnel
OTHER TOPICS:
- Management Systems Configuration and Trainings
- Food and Beverage Technical Trainings
- Will be detailed on demand.
Important Notes:
1. Intense role plays, recording and playing videos, cases, examples and DVD showings supporting the mottos of "Seeing is Believing" and "I must be convinced first" are used heavily in all training programmes. Exemplification gains importance in technical trainings.
2. Though in most of the trainings the duration is specified as 1 day, in most cases, for the examples and case studies to be better elaborated, the recommended duration is 2 days.
Intensive Career Improvement Programme for Accommodation/Hospitality Sector Managers
Purpose:
To present the managers who specialize in a single discipline a whole vision of modern accommodation management.
To use training in order to benefit from the newly-acquired knowledge gained from the hotel's operation.
Method:
- Classwork – Depending on the given schedule
- Determining the project "Setting up the Developer programme – in classwork
- Determining the mentor – in classwork
- Project Development – at the Hotel
- Application – at the Hotel
- Work follow-up
Topics:
- Total Quality Management: 1 day
- Budgeting and Planning/Uniform Accounting System for Hotel-keeping: 2 days
- Sales and Marketing/Efficient Marketing and Planning Strategy: 1 day
- Food and Beverage Management/ Menu Engineering/ Buffet Planning: 1 day
- Rooms Department Management/Housekeeping/Front Desk: 1 day
- Accomodation and Internet Technology/The best practical applications: 1 day
- Successful CRM/Effficient Income Management: 2 days
- Hygiene/HACCP: 1 day
- Modern HR Management: 1 day
- Hotel Development: 1 day
Topics:
- Classwork Content: 12 days
- Project Follow-up: 3 months total , 4 days in each month
- Assistantship: Throughout the Programme (constant communication via e-mail and telephone)
Total Quality Management Intensive Career Improvement Programme
Duration: 1 Day
1-Why Total Quality Management?
2- 1. Quality Management
2. Quality Policy
3. Quality Management System
4. Quality Assurance
5.Quality Control
3-Bridge to Total Quality Management
4-Key Driver of Total Quality Management
5-Cultural Transformation
6-TQM SIRs
Budgeting and Planning / Uniform Accounting System Intensive Career Improvement Programme
Duration: 2 Days
1.Introduction to Uniform Accounting System
2.2.Ratios – Comparative Assessment to Control the Operation and Financial Results
3.Par value accounting for Hotels
3.1. Real life sample cases
4.Budgeting Method
4.1. Benefits of the Budgeting Method
4.2. Basic Principles of Operation Budget
i. Financial Goals.
ii. Income predictions.
iii. Expense predictions.
iv. Net Income predictions.
4.3. Duties and responsibilities
4.4. Organizing the Operation Budget
4.5. Budgeting Method
i. Sophisticated Income Predictions
ii. Sophisticated Cost Predictions
iii. Sophisticated Expense Predictions
iv. Sophisticated Salary and other Relevant Expense Predictions
v. G.O.P.
4.6. Budgeting the Constant Expenses
4.7. Static and Flexible Budget
5. How to Prepare the Budget – Systematical Excel Sheets and Real Life Case Studies
6. Budget, True and Previous Year Efficient Control Mechanism
Sales and Marketing Intensive Career Improvement Programme
Duration: 1 Day
1. Basic Definitions;
a. Marketing
b. Sales
2. General Market Position
3. Fundamental Changes in Manufacturing and Service Sectors
4. Product Life Cycle
5. Golden Rules: "Success is not a coincidence"
6. Nature of the Product
7. The Product Itself
8. Market Segmentation
a. What is Market Segmentation?
b. Purpose of the Visit
c. Work Source
d. Channel Source
9. Competition
a. Direct Competition
b. Indirect Competition
10. Nature of the Product – Tourism Marketing is unique.
11. Buyer - Customer - Guest
12. The Product Itself
a. SWOT Analysis
13. Positioning
14. Planning a Smart Plan
15. Market Plan
a. Where are we now – Where do we want to go?
i. Mission and Vision Defining
ii. Setting Targets
iii. Target Market Choice
iv. Setting Marketing Targets
16. Elements of a Successful Marketing Plan
17. Time Period to Actualize the Marketing Plan
18. How to know that we have reached our goals?
Food and Beverages Intensive Career Improvement Programme
Duration: 1 Day
1. Creating a Professional F&B Goal
2. Professional F&B Organizational Chart
3. What does a Professional F&B Manager do?
4. Advertising
5. Creating a special programme for the Outlet Managers to maintain the F&B Budget.
6. What is the best way to improve "Quality Service" in F&B Operations?
7. Creating an Annual F&B Work Plan
8. F&B Outlet Financial Presentation Chart
9. F&B Register
10. F&B Outlet Check List
11. Creating a VIP SET UP Procedure for VIP Customers
12. International F&B Outlets General Standards
13. International Room Service Standards
14. International Food Health and Hygiene Standards
15. Menu Analyses
a. Menu Engineering
i. Menu Design
ii. Product Disposal
iii. Product Supplementation
iv. Re-pricing
v. Promotions
16. Buffet
a. Design
b. Costing
Rooms Department/Housekeeping – Intensive Career Improvement Programme
Duration: 1 Day
1. The Role of the Housekeeping Department in the Building
2. Info Sharing
a. Protecting the Investment Value
b. The Effect of Housekeeping Operations in Creating Income
3. How does an efficient Housekeeping Department function?
4. The roots of Accommodation and Housekeeping
5. Principles of Housekeeping Management
6. Management Theory and the Managing Housekeeper
7. Motivation and productivity
8. Managing Housekeeper and his/her duties
9. Why are the procedures necessary?
10. How to apply the Procedures?
11. Suitable Subjects in Standard Operational Activities
12. Housekeeping ve its Budget
a. Budget Control
13. Inventories
14. Routine work in Housekeeping
a. Cleaning and Maintenance
b. Operational Controls
c. Stocks
d. Making use of the Personnel
e. Procurement
f. Personnel Management
g. Communication and Training
h. Long-term Training
Front Desk Intensive Career Improvement Programme
1. Front Desk Team
2. Front Desk Definition
3. Role of Front Desk
a. Front Desk Duties
i. Check-in
ii. Check-out
4. Front Desk Communication
a. Internal
b. External
5. Efficient Communication Tools
6. An Efficient Reservation Department and its Effect on the performance of all the other Operational and Financial Departments
a. Reservation Coding
b. Income Management
7. Switchboard Operation and profile
a. Efficient Communication
b. Emergency
c. Wake-up Call Service
d. Receiving Messages
8. What does a good Hotel Personnel do?
9. Equipping the Front Desk Team – What makes the Front Desk Personnel efficient?
10. Modern Front Desk design and development.
Internet Platforms in Hotel-Keeping Intensive Career Improvement Programme
Duration: 1 Day
1. Hotel web sites
a. Web address
b. Web site development
c. Hosting
d. Search Engine Tactics
e. Site Statistics
f. Web site promotion methods
g. Comparing the Website of the Hotel with appealing Websites of other Hotels
2. E-mail Marketing
a. Receiving the customer e-mail
b. Tools and services
c. Newsletters
d. Customization for the Guest
3. E-CRM
4. Online reservation
5. Online distribution channels
a. Direct distribution channels
b. Indirect distribution channels
6. Other Topics
a. E-Purchasing systems
b. Manager Support Systems (E-Benchmarking and E-profit management)
Successful CRM – Customer Relations Management Intensive Career Improvement Programme
Duration: 2 days
Successful CRM – Customer Relations Management
1. What is CRM?
a. Human – Method – Technology
2. Planning and Direction
3. Strategic Elements of CRM
a. Customer Identification
b. Data keeping and storing
c. Channel integration and compatibility
d. Sorting and separating
e. Two-way specialized dialogues
f. Successful CRM Examples
4. The 4 P's
Profiles
b. Preferences
c. Precision
d. Building Management System
5. Element
6. Critical points for successful CRM
a. ADKAR
b. Awareness
c. Desire
d. Knowledge
e. Ability
f. Reinforcement
Income Management Intensive Career Improvement Programme
1. What is Income Management?
a. Changing the Priorities and Management Tools
2. 3 Basic areas in Information Management Applications
a. Marketing Automation
b. EIS or MIS Executive or Management Information Systems
c. Minimizing Income Loss and Disapprovals
3. What does Income Management do for me and how it does it? When is Income Management Appropriate?
4. Key Concepts of Income Management
a. Market Segmentation
b. Firm Capacity
c. Non-durable Goods Stock
d. Sales with Low Marginal Cost
e. High Sales
f. Demand Uncertainty
g. Price Discrimination
5. Income Management
a. Capacity Control (Overbooking)
b. Product / Ratio / Inventory Control
c. Time Control
6. Overbooking Mathematics
a. Practical Examples
7. First Steps in Income Management Programme
a. Policies
Strategies
c. Tactics
8. When the demand is high
9. When the demand is low
10. Taking into account the Reservation Systems
11. Procedure and Performance Control
12. An Income Management Programme Presentation
Hygiene Management Intensive Career Improvement Programme
Duration: 1 Day
1. Why is Hygiene Important?
a. Personnel Hygiene
b. Food Hygiene
2. International Standards (Regulations) – HACCP
3. Food Safety is important
4. Germs and Food Poisoning
5. 10 Primary Reasons for Food Poisoning
6. Personnel Hygiene
a. 10 Basic Elements of Personnel Hygiene
b. When to Wash Hands?
c. How to Wash Hands Effectively in 6 steps?
7. Being as clean as possible
8. 6 Stages of Cleaning
9. Temperature Control
a. Cooler Code
10. Preparing the Food
a. Cooking
b. General Food Safety
11. HACCP
a. How is HACCP applied?
b. What kind of danger it poses?
c. Food Safety Guide
d. What are Critical Control Points?
e. Control Norms
i. Setup
ii. Checking
iii. Corrective Precautions
f. Sample Food Flow Chart
g. Analyzing the Critical Situations for Food Safety
h. What should be documented and why? (Assessment)
12. Hygiene Certification Test
a. Examples
13. Hygiene Posters
a. Examples
14. Hygiene Cards
a. Examples
HR Management Intensive Career Improvement Programme
Duration: 1 Day
1. Distribution of the HR Functions
2. HR Management is an Important Function of Strategic Management
3. Diversity in HR is increasing day by day
4. Total Quality is not a Luxury but a Necessity
5. Continuous Development Programmes
6. Gradually Increasing Employee Attention
7. HR Function
a. HR Planning
b. Employment and Selection
c. Education and Development
d. Performance Evaluation
e. Compensation
f. Motivation
g. Discipline
Hotel Development Intensive Career Improvement Programme
Duration: 1 Day
1. Different Categories of Tourism Development
2. Project Design
a. Evaluating the Expected Position
3. Completing the Feasibility Report
a. Examples for Different Projects
4. Choosing the Architect and the Design Consultant
5. Preparing Feasibility Programmes
a. Concept Expression
b. Area Programme
c. Operational Definition
d. Project Budget
6. Acquiring Financing
a. Various Forms of Financing Depending on the Developer's Purpose
7. Reviewing the Project Design
a. Schematic Design
b. Development
c. Building Documents
d. Practical Examples
8. Tracking the Hotel Construction and Hotel Opening
8. Tracking the Hotel Construction and Hotel Opening
a. 6 month Soft opening plan
b. Daily Soft opening plan
10. Opening
a. Grand Opening Ceremony Organization
