Diferencias entre Web 1.0 y Web 2.0 The piloting process THE PILOTING PROCESS CENTRO DE FORMACIÓN PROFESIONAL HOMOLOGADO Perines, 18. 39007 Santander Tfno.:

Diferencias entre Web 1.0 y Web 2.0The piloting process

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THE PILOTING PROCESS

CENTRO DE FORMACIÓN PROFESIONAL HOMOLOGADO

Perines, 18. 39007 SantanderTfno.: 942 37 57 08 – Fax: 942 37 41 [email protected] - www.decroly.com

Leonardo da Vinci program Transfer of Innovation Project

Pathways into Employment in the Care and Tourism Sectors

LLP-LdV/TOI/SE/10/1281

mailto:[email protected]


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Already employed people in “the

Chiqui hotel”, “Posada la

Morena" and "Venta del Mar"

with low or no qualifications.

Target group


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Quality customer service in the catering and hotel sector

Title of the course


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• Training in the techniques and attitudes that serve advice and inform the client with regard to products, services and how the establishment is working; as well as to carry out the collection and / or channeling of information, suggestions and / or claims of customers, and coverage of certain tasks in the information / communication within the establishment

Aims of the course1/2


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• Promoting the acquisition of specialized professional skills

• Acquiring confidence to manage with relevant people and get a perfect deal with the client knowing how to use the protocol as a strategic tool for business marketing

• Improving relationships with suppliers, investors, customers and wholesalers, employees, institutions and public in general.

Aims of the course2/2


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• The Client:

– What they wish to learn and expectations– Different types of clients and treatment

Contents of the course1/5


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• Communication:

– General factors affecting a bad service– The elements of the communication process– The verbal and non verbal communication– Active listening– Communication barriers



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• Sale:

– Definition and components of the sale– Stages and types of sales– Notes and correspondence– By Phone– Complaints and claims



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• Keys to improve Quality of Service in catering and hotel sector; small details

– To know the customer– The corporate image– The environmental conditions– The staff– The menu



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• Lounge techniques: Training for a good service

– Guests and Invitations– Types and service techniques– Waiter– Bill of fare– Organizational structure of the dining– Arrangement of tables and types– Systems of distribution of guests– Rules of etiquette to follow during the lunch– Development of a restaurant service



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Types of training

• Face to face learning: 66,6%

• Distance learning. 33,3


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• 4 weeks:

– 6 hours classroom based learning. 3 hours per week

– 6 hours practice. 3 hours per week

– 6 hours to complete assignments, projects… etc. 3 hours per week

Programme Delivery


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• Between March to June 2012

Timescales


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Any questions?


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Ana Mª Agüero Fuentes: [email protected]ña Goitia González: [email protected]

Documents

Diferencias entre Web 1.0 y Web 2.0 The piloting process THE PILOTING PROCESS CENTRO DE FORMACIÓN PROFESIONAL HOMOLOGADO Perines, 18. 39007 Santander Tfno.: