Direction...Written by operators for operators “The panel commends this development as timely and useful and recognises the contribution to continuing professional development the

Written by operators for operators

www.direction-associates.co.uk

“The panel commends this development as timely and useful and recognises the contribution to continuing professional development the programmes can afford to individuals seeking further knowledge and understanding across a range of operational areas”

“This essentially instructional approach is clearly deliberate and does provide for a strong level of content detail with appropriate explanation as to the “why” these points are important in achieving high professional standards.”The Institute of Hospitality

Directionhospitality training

Work Aware

Description

The first few weeks of starting a new job are critical. Staff make the decision if they like the job or not. This decision is based not only on whether they like their manager personally but very often on how much training they receive to help them feel confident in their role. With so much information to cover it can be difficult to choose the priority; health and safety or job skills? The result is usually a bit of everything but not necessarily enough detail in anything.

Modules

• Fire Aware!• Safety Aware!• COSHH & Manual Handling Aware!• Food and Drink Safety Aware! • Allergy and Special Diet Aware!• Working with Allergens – for chefs and business managers)• Licensing Awareness for Operational staff:

Training time - 3 hrs

Handouts - Yes

Institute of Hospitality CPD Points - 2

What training modules do Direction Training offer?Giving Great Customer Service

Description

This programme uses hospitality best practice standards in customer service. Learners explore negative and positive behaviours and the impact on customer service. Standards for the Hospitality welcome and goodbye are set. The programme develops from this base module to looking at Handling different customers by identifying customer behaviours and needs including an overview of the needs of customers with disabilities and people from other cultures. The programme finishes with applying the knowledge to when things go wrong and ensuring customer problems are handled positively.

Modules

• Creating a Positive Customer Environment• Understanding Different Customer Behaviours, • Understanding Customer Expectations • Being Disability & Cultural Aware! • Handling customer Problems Positively• In addition a full module on Being Disability Aware!


Further learning links - Yes


Description

Housekeeping is often a misunderstood department. It is not just about flicking dusters around and making beds. Undoubtedly it is hard work but Houskeeping has an extremely valuable role to play in the reputation of a hotel and levels of guest satisfaction. There are great development and career opportunities in Housekeeping, locally, nationally and internationally.

Operational housekeeping staff in hotels and guesthouses. Professional Housekeeping can be used for new staff to support internal on job training, to set a benchmark of Housekeeping standards for the whole team, to support the development of knowledge behind the practice, as part of your own training schemes or by people wishing to gain knowledge of the Housekeeping role in order to apply for a job.All About Clinical Cleaning in Housekeeping is an additional module in the Professional Housekeeping programme and explores the enhanced cleaning protocols that hotels have started to use since the Covid 19 pandemic in order to safeguard their guests and staff.

Modules• All about …. Working in Housekeeping• All about ….. Making beds• All about …. Cleaning• All about …. Clinical Cleaning for Housekeeping• All about …. Cleaning bathrooms• All about …. Final presentation




Professional Housekeeping

Description

Although there may be variances in company procedures there are basic principles that apply in all food service. Professional Food Service is an interactive programme that uses hospitality best practice standards for learners to consider professional methods of food service and reminds them to check what their own companies may do.

ModulesMis en place• General Preparation for Food Service• Napkin Folding• Handling Glassware for Service• Laying Tables• Boxing Tables

Food Service Skills• Carrying & Clearing Plates• Presenting Menus & Taking Orders• Using Positive Selling Skills• Menu Knowledge• General Restaurant Service• Buffet Service• Silver Service




Professional Food Service

Description

What is the difference between a sauvignon blanc and chardonnay? ….. How do I open champagne?…. How can I recommend a wine to a customer? …. No need to be a sommelier and indeed many restaurants do not require that level of knowledge. However, whatever type of restaurant you work in, a base knowledge of wine and champagne and professional service standards will increase your confidence and professionalism and the customer experience. You can use all the modules within this Professional Wine and Champagne Service programme or select just one that fits your needs.

Modules

• About Wine and Champagne• Handling Glassware• Taking Wine Orders• Wine and Champagne Service Skills• Using Positive Selling Skills When Taking Wine Orders


Handouts - Yes


Professional Wine & Champagne Service

Description

Professional Bar Service is designed for all operational F&B staff in hotels, restaurants and bars to develop their knowledge of bar service. The Professional Bar Service modules can be used as a complete programme or individually for specific training needs or refreshers. Individuals may like to develop their own knowledge and confidence or use the module certificates at interviews.

Modules

• Opening and Closing the Bar• Handling Glassware in the Bar• Preparing and Serving Drinks• Serving Beer




Professional Bar Service

Food & Drink Safety Aware

Description

Food and Drink Safety Aware is not a level 2 qualification module but if that is what you require a module is currently under development but not all your staff need a formal qualification. Food Hygiene regulations allow staff other than key food handlers ie: chefs, to be trained ‘to the needs of the job’. The Food and Drink Safety Aware is an interactive module and is designed specifically for food and drink service staff and uses examples of both areas throughout. Consider using Allergy Aware with this module for all round knowledge.

Module

• Food and Drink Safety Aware


Handouts - Yes


Allergy Aware

Description

Allergy Awareness training for food and drink service staff has been a legal obligation in the UK since December 2014 but there is still a lack of awareness in businesses of the implications of not carrying this out. Staff cannot say ‘they don’t know’ in response to a customer question and understand the danger of ‘bluffing’ an answer. A recent prosecution has taken place resulting in 6 year prison sentence of a restaurant owner and regular surveys still show that 70-80% of customers don’t trust staff to give the correct information.

Modules

• Working with Food Allergens (For Managers & Chefs)• Food Allergy & Special Diets Aware (Operational staff)


Handouts - Yes


Level 2 Food Safety

Description

This practical and interactive Level 2 Food Safety programme is approved by RoSPA ” the course content is very comprehensive and is consistent with current best practice. It is a good standard and complies with legal standards’

To comply with the legislation food business operators must ensure that food handlers receive the appropriate supervision and training in food hygiene, which is in-line with the area they work in and will enable them to handle food in the safest way. By passing this programme you will comply with the legislation

Modules

• Being a Food Handler• Microbiological Hazards• Food Poisoning• Physical and Chemical Hazards• Allergens• Receiving and Storing Food• Preparing and Serving Food Safely• Personal Hygiene• Cleaning and Pest Awareness• Premises and HACCP• Final assessment (50 question assessment)

Training time - 4-5 hrs

Handouts - Yes


Principals of Food Safety Management (HACCP)

OBJECTIVES

• Why decide to implement HACCP• State what prerequisite procedures should be in place• State the 7 principles of HACCP• Identify hazards and controls to maintain food safety standards• Identify the principles of setting up a food safety management system

Description

This short module presents ideas behind setting up food management systems. Principles of HACCP are contained within the Level 2 Food Safety but this module could be used to develop other staff understanding of why the food standards are set in the business and their role. For example, you may have a restaurant supervisor who might gain from having a further understanding.

Training time - 45 mins - 1 hrs

Handouts - Yes


OBJECTIVES

• State how coronavirus infection is spread.• State the personal hygiene rules to prevent the spread of infection.• Identify ways to keep yourself safe at work.• Develop an understanding of the cleaning protocols to reduce infection.• Consider how to respond to customer questions about coronavirus positively• dentify your responsibilities to prevent infection.

Description

As hospitality companies reopen after the worldwide pandemic there will, initially be many changes to work procedures. This module is designed to support staff in the workplace, to be aware of how the changes affect their personal safety and their role in breaking the infection chain through using key personal hygiene standards such as, thorough hand washing. The emphasis on cleaning will be increased in the workplace and the module enforces the responsibility that staff have, to carry out disinfection processes and high touch point cleaning in the hospitality environment. Any member of staff can be asked questions by customers and it is important to be positive in the response to ensure customer confidence and this module offers some examples.

Training time - 45 mins - 1 hrs


Coronavirus Aware

Why Direction Training?

Judith Clarke heads the development team at Direction Training and with over 35 years of operational and training experience in hotels from private SME’s to 5*, setting up personnel and training systems and running all types of training from induction, customer service, skills training and management development, Judith has a clear understanding of the needs of hotel businesses and their staff. For 5 years Judith was heavily involved with the work of the Best Practice Forum and Hospitality Skills Alliance, where she headed the team to develop and deliver business training packages for the Profit Through Productivity programme, managed and trained assessors for the Accredited in Meetings and Excellence Through People accreditations and with the member professional academies of the Hospitality Skills Alliance (HSA), developed added value learning for hospitality staff and apprenticeships.

Graeme Clarke, Director of elearning not only brings IT expertise but as an ex Executive Restaurant Manager has extensive hands on senior management experience on the event circuit with Sodexo and Compass. Graeme just to keep his hand in, is still involved at key events such as Paris Air Show, Farnborough Air Show and the Olympics.

Other members of the team bring in additional experience from the world of hotels, events and conference centres.

Our modules are endorsed by The Institute of Hospitality and carry cpd (continuing professional development) points. You can also apply for Affiliate membership of the Institute.

Professional learning:Our Institute of Hospitality endorsed programmes can be used to set a benchmark of standards from which you can develop specific skills and knowledge in relation to your business.

Benchmark standards

www.direction-associates.co.uk

Office 01252 890995 - Email [email protected]

Centre for Competitivness

‘The range, content and Industry focused training materials represent an excellent suite of accredited training materials and resources for Hospitality and Tourism Trainers and Operational Professionals.The content, style and structure of the training resources are based on, and benchmarked against, International Best practice.Their application in the workplace, through workshops and self -learning initiatives, are designed to enhance Employee Performance and Standards in Housekeeping, Health and Safety, Customer Services and Food & Beverage Standards.The proposed Learning approach for both Individuals and organisations utilises modern e- learning technology and reflects the modern training and development needs of the International Hospitality Industry.The centre is pleased to endorse, support and utilise the products and services of Hospitality Direction Training in its work with the hospitality and Tourism sector in Ireland.

Dr. Tony Lenehan - Executive Director

Institute of Hospitality “Direction Training has significant experience in the development and delivery of a wide range of training programmes from Level 2 to Level 6. These include customer service, training and developing staff, development of workbook materials in support of apprentice skills, training and team development and a wide range of accreditation activities.

Direction Training also has significant experience of working with professional and awarding bodies, intergovernmental bodies including European funding agencies as well as universities.”

Documents

Direction...Written by operators for operators “The panel commends this development as timely and useful and recognises the contribution to continuing professional development the