Facilitating Hospitality Finesse-Veloxian International

7/31/2019 Facilitating Hospitality Finesse-Veloxian International

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WhenYouSelectAPartnerForHospitalityLearning???What Factors Should Drive Your

Decision?

1. What is the value of their content? Is it from acredible source?

2. Can they address our specific needs throughflexible, scalable solutions?

3. Will their solution engage and influence ourmanagers and leaders?

Veloxian International is the one corporate learning partner that has it alloutstanding

trusted content, flexible and customizable solutions, and an active and influential

community of learners and practitioners. Choosing the world leader in leadership

development simply makes sense.

Why Choose Facilitating Hospitality Finesse by

Veloxian International?

Quality Premier content provided by trusted, renowned experts An engaged, committed group of learners and practitioners

Scale Flexible solutions customized to address your biggest

challenges

A comprehensive array of content types, includingcase studies, simulations, audio, video, e-learning

courses, virtual programs, books, and much more


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Engaging With Us

CREATING THE RIGHT BLEND OF CONTENT,

SERVICES, AND TECHNOLOGY DELIVERY. To help ourclients reach their goals, we create blended learning programs thatcombine the depth and breadth of our technology-based learningcontent with the power of personal interaction. This approachcreates high interest and personal accountability among learnersand allows companies to leverage their investment in leadership

development.Tell Us Your Priorities.

Veloxian International has developed solutions that help companies

address fundamental business issues. Typical client engagements focus onthe following themes:

Build your skills To increase the reach and scale of leadership

development, we work with you to:

Target key skills and competencies

Integrate learning programs into your culture and workplace valuesBuild your Business To drive the execution of a key initiative across multiple levels, we

work with you to:

Target vital populations and skill sets Address key business challenges Drive action and results with strategically focused programs

Build your pipeline To develop the next generation of

leaders, we work with you to:

Accelerate the development of emerging and high-potential leaders

Build effectiveness at critical stages of management Support newly promoted leaders and leaders in pivotal

periods of transition


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The Advantages of Working with a LeaderAchieve success with our Complete Learning Solutions Design, Implementation

Support, and Blended Delivery

Facilitating Hospitality Finesse addssignificant value to your organizations leadershipdevelopment capabilities through a collaborativeapproach that produces personalized, flexiblelearning solutions. Our Corporate Learning Servicesteam has worked with hundreds of firms aroundthe globe to gather, interpret, and synthesizerequirements to create the ideal solution for each

client.

Solution Design

Drawing on our deep well of premier content and worldwide network of experts, wedeliver groundbreaking ideas, best management practices, and relevant learning programsto help companies succeed. Our team of learning experts will work with your keystakeholders to create all-new learning solutions or to add new content to an existingprogram.Implementation Support

The Learning Solutions implementation experts will execute a quick start to rapidly supplyall documentation and technical deliverables. With a marketing plan, follow-up sessions,

and feedback measurement, our implementation team provides complete support toensure the best blend of flexible learning solutions that produce results.Blended Delivery

Our Learning Services team includes facilitators and subject-matter experts who bring thebest resources from our research publications for practical application within yourorganization. We offer train-the-trainer sessions for your own instructors and help turn yourleaders into teachers.Hosting Services

The easiest way to get started

Reduce management headaches, eliminate unnecessary costs, ensure results. VeloxianHosting Services deliver our premier learning solutions anywhere on the Internet. Our full-featured LMS solutions are hosted at a secure site and can be customized to your needs. Wealso handle all site administration, monitoring, and reporting.In-House Braining Benefits:

Tailored to your needs Can be lower-cost per person (vs public classes) Achieve better learning outcomes Great for team building More convenient, people don't need to go off-site


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Tailored Delivery - StandardVeloxian International can deliver any of our courses exclusively for your team as a

'Group Booking'.

We will always tailor the delivery of your In-House Training to ensure it is relevant to yourteam, and targeted at your learning goals. We can incorporate your company's examples

and terminology to ensure you the training can be directly related back to your

workplace. This is standard and included in the price.

We use specialist trainers for each course. Therefore you receive a course tailored to your

operational needs by a specialist trainer - every time.

Group Booking Options

The "1-Hour Motivator" training sessionThese energizing training sessions can be highly effective and can be used in a variety of

ways.

The "One Off Team Building Energizer"

Many busy organisations use a single "1-Hour Motivator" as a team building session that is

designed as a fun session focused on a specific learning needs such as Time Management,

Email Etiquette, or Conflict Resolution.

The "Culture Creator Series"

By running these great fun sessions as a series - (once a week or once a month),organisations can drive a behavioural change by maintaining a focus on specific areas.

These sessions can be really effective to provide training that can be applied on the job

immediately and gradually build on the skills over time.

"3-Hour Power" Training Sessions

These great fun, fast paced sessions are often the best choice for training for your team. The

most common situations where 3-hour Power sessions are the best choice are:

Outcome Imperative - Only specific learning is required

When you have identified just a handful of very specific topics for your team, and you want

to ensure every minute of the training is relevant, outcome focussed and engaging for your

team.

In this situation we will work with you to select the most poignant topics from the full

course outline (normally 3 - 5 topics from the full course) and deliver a tailored course that

achieves the biggest outcome in the least amount of time.

Operational Imperative - Timing and scheduling drives the training

When your operational situation is such that you can't or would prefer not to have

everyone off the job at once, or off the job for a full day.


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Commonly in this situation we rotate half the team through in the morning and the other

half through in the afternoon, and often cover the full course over 2 x 3 hour sessions over

two or more days.

However, we will work with you to find the most suitable solution to accommodate your

team and their situation.

Full-day Professional Development Training Classes

"Immersed in Learning"

This traditional Professional Development Training style is highly effective and gives the

participants the best opportunity to really immerse themselves in the topics and explore

topics in some depth.

The full-day approach gives the trainer and the participants the opportunity to build on

topics throughout the day and provide opportunities to have lots of 'learning by doing',

reflection and collaboration.

Your Place or Ours

Professional Development Training will come to you and deliver the training at your

premises, or you can come to one of our facilities in Bangalore, Kolkata ,Hyderabad,

Mumbai or Delhi.

Reinforce | Collaborate | Coach >>> Competency Achieved

Skills Learned in Training

During the high impact tailored courses delivered by veloxian, participants gain a fantastic

range of skills and techniques that are directly applicable to on-the-job performance.

After the course - without reinforcement

After completing a course, participants can be categorised into types of people - the

"Implementers", and the "1-dayers"

The Implementers

These people will give the new techniques a try in the days or weeks after the course. As

with any new skill, the success in applying these new skills will be varied. Some will find

instant success and improved performance! Some will find trying the new skills the first time

will be hit-and-miss.

The 1-Dayers

These people will give it a go 'one-day', and we all know when 'one-day' will come.


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Effective Post-Course Support

Both of these categories of people benefit dramatically from Post-Course Support receivedfrom our Skills Booster sessions.

The Skills Booster sessions are 1-3 hour sessions during which the participants receivecoaching, support and encouragement as they share their experiences (successes and shortcomings) in applying the skills they learned in training back on the job. The trainer providescoaching and facilitates collaboration and support between the participants. The sessionsbenefit the 'The Implementers' by helping them gain confidence through the coaching fromthe trainer, and collaboration support from their peers.Both of these categories of people benefit dramatically from Post-Course Support receivedfrom our Skills Booster sessions. The Skills Booster sessions are 1-3 hour sessions during whichthe participants receive coaching, support and encouragement as they share theirexperiences (successes and short comings) in applying the skills they learned in training onthe job. The trainer provides coaching and facilitates collaboration and support betweenthe participants.

These sessions benefit the 'The Implementers' by helping them gain confidence through thecoaching from the trainer, and collaboration support from their peers.

The '1-Dayers' benefit by having the course concepts reinforced, and by discussing exactlyhow the course concepts are being applied by their colleagues.

Emedding Organisational CompetencyNormally by the second Skills Booster session, even the '1-dayers' have become'Implementers' and a new organisational competency will have been created.

These sessions are the most effective way of creating true organisational competency in aparticular area, and to foster a strong learning culture.


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Facilitating Hospitality Finesse(Hospitality Training & Development Program)

CHECK-IN CHECK-OUTTarget Audience: Front Office Line Level and Supervisory Staff, Reservationist, Receptionist,

Front Desk Employee, Valet Attendant, Bell Attendant, Door Attendant, Concierge, PBXOperatorDuration: 8 Hours

Focus of the Program

Prepare for the arrival of your guests Guest Check in Communication with arriving guests Determination of payment method Guest check out Payment of invoice Communication with leaving guests Enquire about guest satisfaction The guest is your bottom line

Learning Outcome

At the end of the course, active participants will be able to Pre-register guest for fast check-in and by limiting time guests must spend at the

front Desk Keep guests at ease and not to put them on the defensive Handle guest requests during the check-in or check-out period Respond to guest requests during the period of stay Handle the settlement of the invoice by using the correct and appropriate method of Payment Enquire about guest satisfaction and take follow-up action if necessary Handle disputed guest charges by following the correct procedures

THE ART OF UP-SELLING AND HOW IT INCREASES REVENUE

Target Audience: Front Desk Employee, Valet Attendant, Bell Attendant, Door Attendant,

Concierge, PBX Operator, Reservationist, Supervisory Level Staff, Training Managers, FrontOffice Department Heads, Sales Staff

Duration: 8 Hours Cost per person


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What is up-selling? Sell the rooms benefits, not the features Appeal to emotions, not intellect Its all in the attitude you are here to help What the guest expects Three ways to make up-selling automatic Up-selling - to it at the right time and made easy Taboos of up-selling Add-on sales and back-up sales Check back for success Up-selling vs. over-selling

Learning Outcome

At the end of the course, active participants will be able to Explain the basic idea and benefits of up-selling, add-on selling and back-up selling Identify the right time for up-selling Propose alternate rooms and suites to arriving and staying guests Make the guest buy a more profitable room and/or service Provide guest satisfaction by suggesting alternatives Improve sales in a competitive environment.

REVENUE MANAGEMENT (YIELD MANAGEMENT)

Target Audience: Front Desk Employee, Night Auditor, Concierge, Reservationist,

Supervisory Level Staff, Training Managers, Front Office Department Heads, Sales StaffDuration: 24 Hours


Definition and use When does yield management work? Room rates, average rates and yield management Putting yield management in action Yield management system measurements Are your rooms configured for the best and highest use? Know your target market Quantify the mix of business Case study yield management application Ideas to increase business

Learning Outcome


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At the end of the course, active participants will be able to Explain The Intended End Result Of The Process Co-Ordinate On Room Rates And Offering Through All Of The Revenue Drivers Learn What Are The Consequences When The Rate Posted Is Lower Than What Has

Been Negotiated, Or Does Not Match The One Quoted In The Central Reservation System Understand The Meaning Of Product/Rate Positioning As Part Of The Marketing

Plan Identify The Configuration Of Highest And Best Use For Every Room Quantify The Mix Of Business And To Know The Propertys Target Markets Measure The Impact Of The System

GUEST RELATIONS CO-ORDINATORTarget Audience: Guest Relations Staff, Lobby Supervisors and Managers, Uniformed

Services Support, Communications Supervisor, Front Desk Supervisor, ReservationsSupervisor, Bell Captain, Shift Supervisor, Sales Professional, Night Auditor, Front DeskEmployee, Concierge, PBX Operator, Reservationist, Supervisory Level Staff, TrainingManagersDuration: 16 HoursFocus of the Program

Definition, purpose and standards of Guest Relations Grooming and appearance Duties and responsibilities Cooperation with other departments, the role of the duty manager Development and follow-up of guest recognition programs At your service the multiple role of a GRO Feedback from guests to check on guest satisfaction Dealing with Guest complaints and angry guests (short resume) Track guest complains until their return Attention to little details Create your own thing to be remembered and go the extra mile Service matters most Special care of VIP

Learning Outcome

At the end of the course, active participants will be able to

Describe The Functions And The Position Of A GRO In The Day-To-Day Operation Design And Apply A Guest Recognition Program Evaluate And Follow Up Guest Questionnaires Apply Customer Service Across The Property Oversee The Day-To-Day Customer Contact Process To Ensure Customer

Expectations Are Met

Go That Extra Mile To Be Remembered.


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SOCIAL SKILLS AT THE RECEPTIONTarget Audience: Guest Relations Staff, Lobby Supervisors and Managers, Uniformed

Services Support, Communications Supervisor, Front Desk Supervisor, ReservationsSupervisor, Bell Captain, Shift Supervisor, Sales Professional, Night Auditor, Front Desk

Employee, Concierge, PBX Operator, Reservationist, Supervisory Level Staff, TrainingManagers, Guestroom Attendant, Public Space Cleaner, Laundry Attendant, House Person,Maintenance Worker, Van Driver, Supervisory Level Staff, Training ManagersDuration: 8 HoursFocus of the Program

Discuss the need for social skills How to make a great first impression on your customers Understand your customer and make sure they know it Body language and non-verbal communication What you say isnt that important Becoming a great listener Awareness of your own interaction with others Accepting responsibility Maximizing positive personality traits The process to change

Learning Outcome


Describe and demonstrate courteous behavior in the work place towards customers Identify commonly used behavior and manners at the Front Desk Understand the guest and assess situations related to guests request Listen to guests and apply common sense and judgment when answering Demonstrate an understanding of others in daily interactions Process changes for an improved guest service

THE HOUSEKEEPER MANAGER, LEADER OR SUPERVISOR?Target Audience: Executive Housekeeper, Supervisory Level Housekeeping Staff, Laundry

Supervisor, Room Supervisor, Shift Supervisor, Guestroom Attendant, Public Space Cleaner,Laundry Attendant, House Person, Training Managers,

Duration: 40 HoursFocus of the Program

Areas of Responsibilities and concern The 7 basic activities of the Housekeeper Technical, people and conceptual skills Ethical values of the Housekeeper Safety and security in the Housekeeping Department An eye for little details Control of assets and investments Staff planning, productivity and performance standards The Housekeeper as part of the management team


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Learning Outcome


Identify the various elements of the Housekeeping Operations with particular emphasis The various cleaning and maintenance responsibilities, managing inventories and Controlling expenses, understand managerial skills needed to run the department,

human

Resources management and skills training for employees. Describe the role of the housekeeping department in hotel operations, and explain the Importance of effective communication between housekeeping, the front office, and the Engineering and maintenance division. Identify typical responsibilities of the housekeeper and explain how performance and Productivity standards are used to plan and organize the department.HOW TO CLEAN A ROOMTarget Audience: Guestroom Attendant, Public Space Cleaner, Laundry Attendant, House

Person, Laundry Supervisor, Room Supervisor, Supervisory Level Staff, Training ManagersDuration: 8 HoursFocus of the Program

Preparing for room cleaning Entering the guest room Cleaning a check-out roomCleaning a stay-over room Making the bed

Cleaning the bath room Guest amenities Visual inspection 6 keys to excellent Housekeeping Service General duties of the room attendant

Learning Outcome

At the end of the course, active participants will be able to apply systems and techniquesused in the property

Prepare for his/her duties according to the assigned work load Enter the room and apply correct procedures for dnd and/or double locked rooms to

serve the room in a correct manner and sequence

Apply basic security procedures on the floor and the guest room

Apply basic reporting and inter-department communicationHOW TO CHECK A ROOMTarget Audience: Room Supervisor, Shift Supervisor, Supervisory Level Staff, Training

Managers, Department Heads, Public Space Cleaner, Laundry Attendant, House Person.Duration: 8 HoursFocus of the Program

What the guest expects from the property Purpose of the room inspection Who does the room inspection? When it is done? The Room Inspection list The room inspection Follow up of the room inspection Communication with other departments Key points


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Learning Outcome

At the end of the course, active participants will be able to Explain what is the roominspection and why it is carried out

Demonstrate how the room inspection works Identify the benefits of the inspection, for both, the property and the guest List the

people who do a room inspection

Describe eventual follow-up that may be necessary and how it worksMATERIAL PLANNING AND CONTROL

Target Audience:Executive Housekeeper, Supervisory Level Housekeeping Staff, Laundry

Supervisor, Room Supervisor, Shift Supervisor, Training ManagersDuration: 8 Hours

Focus of the Program Administration and materials in the Housekeeping Inventory control Material classification of fixed and inventory assets Par-stocks and par-levels

working with pars Linen control and storage

Other departmental items to control Operational and quality assurance circle of housekeeping inventory items

Learning Outcome


To describe the administrative duties and their importance to the operation Apply principles for material planning Work with budgets involved in a housekeeping operation Learn about inventories, equipment, assets and costs Describe the main benefits of conducting physical inventories Manage inventories of recycled and non-recycled items. Techniques addressed

include establishing pars for different types of inventories, taking physical inventory,and implementing effective inventory control procedures.

Control expenses in the housekeeping department by using the operating budget asa control tool, tracking expenses on the basis of a budgeted cost-per-occupied-room,

and implementing efficient purchasing practices.

CUSTOMER CARE FOR ROOM ATTENDANTS

Target Audience:Guestroom Attendant, Public Space Cleaner, Laundry Attendant, House

Person, Laundry Supervisor, Room Supervisor, Supervisory Level Staff, Training ManagersDuration: 8 Hours


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Communication with guests How to make a great first impression on your guests An eye for little details needs

of the guests Fulfil desires Accepting responsibility Privacy of your guests Bad habits Understand your guests and make sure they know it The process to change

Learning Outcome

At the end of the course, active participants will be able to Describe and demonstrate courteous behavior in the work place towards customers

and colleagues

Identify commonly accepted courteous behavior on the floors when meeting anddealing with guests

Assess given situations and interact with customers, supervisors and colleaguesRecognize the little extras that make a memorable memories

Help others to behave courteously by cooperation and examplePUBLIC AREA CLEANINGTarget Audience:Guestroom Attendant, Public Space Cleaner, House Person, Room

Supervisor, Supervisory Level Staff, Training ManagersDuration: 16 HoursFocus of the Program

Definition and inventory Equipment use and maintenance Cleaning materials Importance of cleanliness in public areas Schedules for specific areas Floor care, carpet, wall paper and draperies Furniture Spas, fitness and pool areas Office cleaning F & B and function area cleaning


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Learning Outcome


Describe Whatmessage a spotless and well kept public area will convey to guests Describe cleaning activities that are carried out on a regular basis and at

specific times

Handle and maintain the equipment correctly Apply correctly the appropriate cleaning products and recognize the dangers of

working with them

Apply proper cleaning methods used in the public and related areas

GUEST LAUNDRY COLLECTION AND DELIVERYTarget Audience:Guestroom Attendant, Laundry Attendant, House Person, Laundry

Supervisor, Room Supervisor, Supervisory Level Staff, Training ManagersDuration:8 HoursFocus of the Program

Telephone skills in the laundry Collection of guest laundry 6 basic steps to collect guest laundry Preparing guest laundry Basic steps to prepare guest laundry Delivering guest laundry 8 basic steps to deliver guest laundry

Learning OutcomeAt the end of the course, active participants will be able to

Apply basic telephone skills and answer the telephone according to set standardsenter guest rooms and collect laundry

Check guest laundry, compare guests laundry list with actual numbers take correctmeasures in case of discrepancies

Prepare laundry for delivery Deliver laundry to guest rooms and follow correct billing procedures

WELCOME TO MY RESTAURANT!(Greeting, Escorting And Presenting The Menu Card)Target Audience:Supervisory Level Staff, Department Heads, Food & Beverage Manager,

Service Manager, Restaurant Supervisor, Dining Room Supervisor, Maitred Hotel,Restaurant Server, Banquet Server, Bus Person, Counter Server, HostDuration: 8 HoursFocus of the Program

What the guest expects The arrival At the table The menu as a communication tool and as advertisement The objective of the menu Contact with guests What happens next?


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Learning Outcome


Demonstrate proper greeting procedures for arriving guests Seat guests according to their preference and to availability of tables available

demonstrate how to deal with guests within one minute of arrival

Describe the importance of the menu as advertising and communication tooldemonstrate and apply proper presentation of menu cards

Use proper sequence in presenting the menu card Recommend daily special or other dishes to be pushed Successful with the customer and get things right as from the beginning.

SOCIAL SKILLS FOR RESTAURANT EMPLOYEESTarget Audience:Supervisory Level Staff, Department Heads, Food & Beverage Manager,Service Manager, Restaurant Supervisor, Dining Room Supervisor, Maitred Hotel,Restaurant Server, Banquet Server, Bus Person, Counter Server, HostDuration:8 HoursFocus of the Program

Definition and need of social skills Guests come to the restaurant! They bring business! Welcoming your guests Thank

you! The magic words

Appreciate your customers and make sure they know it! Maximize your selling skills Accepting compliments, expressing success Accepting criticism, apologizing

Punctuality and team work

Bad habits and things not to do The process of change

Learning Outcome


Describe and demonstrate courteous behavior in the restaurant towards customersBe alert and judge individual situations and interact with customers accordingly Be

available to all guests Respond quickly to guests requests Demonstrate an understanding of others in daily interactions Help others to behave courteously through modeled behavior.


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WAITER TRAINING (SETTING & CLEARING TABLES,

MISE-EN-PLACE, ORDER TAKING, FOOD & BEVERAGE SERVICE)Target Audience:Supervisory Level Staff, Department Heads, Food & Beverage Manager,

Service Manager, Restaurant Supervisor, Dining Room Supervisor, Maitred Hotel,Restaurant Server, Banquet Server, Bus Person, Counter Server, Host, Bartender, CocktailServer, Banquet Set-Up Employee, Room Service Attendant, Training ManagersDuration: 16 HoursFocus of the Program

Attributes of service personnel Basic and extended table settings The role of condiments and accompaniments Guests expectations The classical menu sequence Service methods and various types of table service Service rules and protocols Breakfast menus and various types of breakfasts Basics of suggestive selling and

order taking

Learning Outcome


Acquire basic knowledge and responsibilities regarding use and handling of serviceequipment

Enumerate the most common restaurant qualifications and emphasize theprofessional attitude & hygienic appearance

Describe sequence and protocol of service for restaurant Be familiar with breakfast service and menus, continental or intercontinental menus

acquire the knowledge regarding restaurant materials needed for menu and lacarte table set-up

Evaluate the customers needs and acquire basic knowledge in suggestive sellingidentify the various methods of order taking

Perform the basic food and beverage service proceduresTHE MENU AS A SALES TOOLTarget Audience:Supervisory Level Staff, Department Heads, Food & Beverage Manager,

Service Manager, Restaurant Supervisor, Dining Room Supervisor, Maitred Hotel,Restaurant Server, Banquet Server, Bus Person, Counter Server, Host, Bartender, CocktailServer, Banquet Set-Up Employee, Room Service Attendant, Training ManagersDuration: 8 Hours


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The Restaurant menu Design What are the common mistakes in a restaurant menu design? The basics of up-selling

menu items The menu as a selling tool The menu as a communicator of products available The menu as a provider of

tangible evidence

Effectiveness of using menu design techniques to sell specific menu items Propositionsthat relate to the effectiveness of the menu as a selling tool Waiting staff and themenu servers are sales persons too

Learning Outcome


identify and avoid common mistakes in menu design use and design a menu as a selling tool communicating with guests to identify and place the best selling items on prime locations and sell them get a

better feel for the sense of value you are promoting

look at the menu through the customers eyes Name items and use active descriptions of ingredients so as to make food sound

more enticing and exotic to guest and may induce future visits.

Determine the restaurants personality and to craft the look of the menu to matchthat

INCREASING RESTAURANT PROFITS WITH MERCHANDISINGTarget Audience:Supervisory Level Staff, Training Managers, Banquet Supervisor, KitchenSupervisor, Restaurant Supervisor, Dining Room Supervisor, Maitred Hotel, RestaurantServer, Banquet Server, Bus Person, Counter Server, Host, Supervisory Level Staff,Department Heads, Food & Beverage Manager, Service ManagerDuration: 16 HoursFocus of the Program

The customer wants quality External merchandising creating memories Internal merchandising creating revenue opportunities Dont let it sit there sell it

turn it into profits

The 11 Ps of merchandising and display Buffet Concept with show cooking bringing a higher level of creativity The chefs as

performers innovation with a dash of drama

Maximize menu merchandising power Signature products is it worthwhile? Case study merchandising merchandising opportunities


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Learning Outcome


List the essential points of external and internal merchandising Explain the difference between restaurant/property merchandising and food

merchandising

Describe how the property wins by merchandising List what does it need to sell more Identify and apply merchandising opportunities

UP-SELLING, ADD-ON SELLING, SUGGESTIVE SELLINGTarget Audience:Supervisory Level Staff, Training Managers, Banquet Supervisor, Kitchen

Supervisor, Restaurant Supervisor, Dining Room Supervisor, Maitred Hotel, Restaurant

Server, Banquet Server, Bus Person, Counter Server, Host, Supervisory Level Staff,Department Heads, Food & Beverage Manager, Service ManagerDuration:8 HoursFocus of the Program

What the guest expects What is up-selling and add-on selling in the restaurant? Appeal to emotions, not

intellect

Its all in the attitude are you a sales person? When to up-sell and when to add-sell? Dos and donts of up-selling The key effects of good up-selling Questions and point-outs to use during the sales conversation Make sure it is perfect Check back for success Up-selling, add-on selling vs. over-selling How to get there?

Learning Outcome


Propose what the customer wants to buy Act as an advisor / sales person and meet guest expectations Suggest alternates if a dish is not available make the guest buy a more profitable

dish use tact and good judgment when up-selling develop their own personal salesattitude

Use the right expressions to make up-selling or add-on selling easier Use close questions to sell or point-outs during the sales conversation Offer a service to the guests for a memorable dining experience and then turn it into

sales.


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BASIC COLD KITCHENTarget Audience: Garde-manger Cook and Commi, and entry level positionsDuration:VariesFocus of the Program

The following are examples of daily programs for the cold kitchen module. The daily programs can bearranged as per requirement. Modules covering other topics of the cold kitchen can be conducted too.1 day Salads and salad dressings 8 Hrs

Vegetarian salads The right dressing for the right salad

1 day Salads and salad dressings 8 Hrs

Salads with meat and seafood The right dressing for the right salad

1 day Cold sauces 8 Hrs

Basic sauces Variations from basic sauces The right sauce with the right dish

1 day Tapas and Canaps 8 Hrs

Cold canaps Pain Tapa

1 day Food decoration 8 Hrs

Before carving Food carving Specific preparations and treatment

Carrot, turnip potatoes Leek asters Roses radish, tomato, water chestnuts, carrot Bushels Cucumber lotus

1 day Buffet presentations 8 Hrs

Salad buffets Cocktail and tapa buffets Decoration and garnishes

Learning Outcome

At the end of the course, active participants will be able to prepare mise en place for thetopics covered

Produce dishes as demonstrated during the program Listing and describing different variations that can be made from basic recipes covered during the

program

Define and describe different methods by which products are made (covered during the program)


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BASIC HOT KITCHENTarget Audience:Short Order Cook, Hot Kitchen Cook and Commi, and entry level

positionsDuration:Various

Focus of the ProgramThe following are examples of daily programs for the hot module. Thedaily programs can be arranged as per requirement. Modules covering other topics of thehot kitchen can be conducted too. More intensive modules can be conducted by coveringone topic over several days, instead of a single day.1 day Pasta 8 Hrs

Making fresh pasta Pasta dishes in different variations Variety of pasta sauces

1 day Focus on fish and seafood 8 Hrs

Preparing fish and seafood Handling fish and seafood Different cuts Preparation of fish and seafood

1 day working with poultry 8 Hrs

Preparation and Deboning of poultry Handling poultry Different cuts Preparation of poultry

1 day Vegetables 8hrs

Product knowledge Vegetable cuts Preparation methods for vegetables

1 day Stocks and sauces 8hrs

Different types of stocks and sauces Preparation of a variety of stock Consomm Different sauces and their variation

1 day Focus on beef 8 Hrs

Product knowledge Different cuts of beef and their use Preparation of beef dishesLearning Outcome:

At the end of the course, active participants will be able to Prepare mise-en-place for the dishes demonstrated during the program Produce dishes as demonstrated during the program Listing and describing different variations that can be made from basic recipes covered during the

program

Define and describe different methods by which products are made (covered during the program)


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BASIC PASTRYTarget Audience: Bakery and Pastry entry level positionsDuration: 6 days at 8 hoursFocus of the Program

The following are examples of daily programs for the pastry module. The daily programs can be arrangedas per requirement. Modules covering other topics of the pastry kitchen can be conducted too.1 day Working with creams 8 Hrs

Fresh cream Imitation cream Sweetened whipped cream (crme chantilly) Butter creams Pastry creams Frangipane (almond cream) Ganache

1 day Bavaroise and Charlottes 8 Hrs

Bavaroise (Bavarian cream) Custard based Bavaroise Syrup based Bavaroise Charlottes Mousses Ingredients used

1 day Working with puff pastry 8 Hrs

Puff pastry production (French method, English method) Basic sweet recipe Basic non-sweet recipe Key points Problem solving Working with puff pastry1 day Sugar pastry and short pastry items 8 Hrs Ingredients used to make short and sugar pastry Methods of producing short and sweet pastries Equipment used when working with short and sugar pastry

1 day Sauces, glazes and coulis 8 Hrs

Mise-en-place Preparation of sauces, glazes and coulis Rules for handling short pastry

1 day Food decoration 8 Hrs

Use of colors Simple decorations Templates Butter cream Fondant Icing

Learning Outcome

At the end of the course, active participants will be able To prepare mise-en-place for the topics covered Produce dishes as demonstrated during the program Listing and describing different variations that can be made from basic recipes covered during theprogram Define and describe different methods by which products are made (covered during the program


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FUNDAMENTAL KITCHEN SKILLSTarget Audience: Kitchen Staff in Food Service and hospitality organizationsDuration: 40 HoursFocus of the Program

Preparing the work place Your appearance Culinary terms Knife skills Washing food Basic cuts of vegetables and fruits Basic cuts of poultry, meat and seafood The 7 methods of

cookingLearning Outcome

At the end of the course, active participants will be able to Describe how the working area is prepared for work Explain the basics of personal hygiene and chefs grooming Use and explain the mostly used culinary terms Start to develop a comprehensive food preparation vocabulary Explain and observe the safety rules concerning knives Describe the use of various types of knife Name and describe various cuts of vegetables and fruits Select appropriate methods for different cuts of meat and poultry.

Safe Food HandlingTarget Audience:Food Handlers- Kitchen Staff, Food Servers, Food Processing Personnel

Duration:16 HoursFocus of the Program

Providing safe food The micro world Contamination, Food allergies and food borne illnesses The safe food handler Purchasing and receiving safe food Keeping food safe in storage Protecting food during preparation Protecting food during service


Explain the dangers of food borne illness Identify potentially hazardous foods Identify the microbial risks associated with various types of food. Identify ways in which food can become contaminated and methods to prevent contamination

Determine when to accept or reject different types of foods during receiving

Label and store specific types of refrigerated and frozen food Properly store raw foods to preventcross-contamination Properly thaw frozen foods

Identify the minimum internal cooking temperatures of foods Cool, store, and reheat cooked foodsproperly

Safely set up buffets and food bars and replenish them List and apply the eight rules of safe foodhandling


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Fundamentals of Excellence Programme

(Hospitality Attitude Development Programs)Fundamentals of Excellence are a suite designed to develop the management and

leadership competencies of team leaders and assistant managers. It focuses on thedevelopment of effective people skills, and essential management functions. Themodules are all interlinked and will give an overall awareness of the role of an effectiveleader and the methods that can be used for application of these skills in the workplace.The suite comprises of many activities giving a workshop feel to the programme. Shortlectures will be used to introduce theories, links and examples. This method of deliveryhas been chosen to encourage application to the workplace as much as possible.

Personal Skills

Effective Leadership

Leading Transformational ChangeMotivationTime Management - Managing Oneself Better!Teams - Working Together Yet DifferentlyProfessional SkillsModern Management PracticesManaging UpwardDelegation A recipe for growthEffective FeedbackConflict ManagementProfit center planning and operationsProblem Solving & Decision MakingBuilding Coalitions and Effective Leader CommunicationExcellence in Customer ServiceProfessional selling techniques

Life Skills

The Positive PersonaStress Management Skills

Effectiveness TrainingTime Management SkillsInterpersonal SkillsAssertive Skills


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TEAM PERFORMANCETarget Audience: Supervisory Level Staff, Training Managers, HR Managers,

Department HeadsDuration: 16 Hours


Understanding goal setting objectives Understanding and dealing with challenges Planning for team performance its importance and how do you plan Development team for team performance Analyzing team and gear up for different situations Communicating, organizing teams and using teams potential Assess / review individuals and team performance


Describe the basics of team work Identify challenges facing a team Identify skills of team members and to build harmony Apply and present the goal setting process for a given task Measure success of the team and plan what happens next Explain the three benefits of a team and the five stages of team building

PERSONAL SKILLS FOR PROFESSIONAL EXCELLENCETarget Audience: Supervisory Level Staff, Training Managers, HR Managers, Dept HeadsDuration: 8 Hours


Realizing your strength an fulfilling your potential Enhancing your thinking toolset Achieving results in pressure situations Building your professional reputation Preparing and presenting winner proposals Creating the results you want

Learning Outcome


Achieve professional excellence as a result of high performance throughout the job Understand the relations between external and internal customers as the end result

of a

process. Demonstrate how to use talents and skills to carry out pre-determined results Increase demands from customer who want higher standards Prepare, present and reach win-win situations


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DEVELOPING POSITIVE ASSERTIVENESS SKILLS

Target Audience: Supervisory Level Staff, Training Managers, HR Managers, Department

HeadsDuration: 8 Hours


Assertiveness essentials Real-time assertiveness skills Assertiveness as an expression of personal power Various tools and techniques used Aggressive passive - assertive Building your assertiveness skill set Transcending challenging situations Understanding and implementing Assertive Confrontation - Roadblocks to assertiveness and counterparts Assertion strategies

Learning Outcome


deal with own feelings set boundaries for others and oneself Present clear messages Develop a good understanding of feelings of persons with whom they are working

and communicating Use the art to say No Gain increased confidence Use the tools available and you know Handle difficult people Move forward in awkward situations

SELF MOTIVAITONTarget Audience: Supervisory Level Staff, Training Managers, HR Managers, Department

Heads

Duration: 8 Hours


Self motivation Unstoppable motivation What do people want from their jobs? The strength of certain needs The perception that taking certain action will satisfy those needs


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Failure as a stepping stone to success Can you really motivate yourself?

What can kill motivation? The seven rules of motivation

Learning Outcome


Describe what motivates people to work Point out what motivation means Explain how to motivate themselves Explain how to motivate the fellow workers

Describe motivation tools and how to use them Point out what motivation means Turn into a person that is always aware of and always focusing the attention on the benefits he/she will gain from goals achieving Learn from failure and the pain from not taking the necessary actions Enjoy aspects of taking the right action and making the right decision

DIVERSITY IN THE WORK PLACETarget Audience: Supervisory Level Staff, Training Managers, HR Managers, Department

Heads, General ManagersDuration: 8 HoursFocus of the Program

Understand different cultures and behaviorsCommunicating and working with diverse teamsCommunicating with different levelsControversial issuesUnderstanding of the techniques required to work with diverse teamsDiversity and customer serviceCross Cultural Communication

Conflict ResolutionLearning Outcome At the end of the course, active participants will be able to

Develop intercultural behavior skills and awarenessEmphasize the connection between communication and cultural differencesUnderstand and explain how to communicate on different levelsBe available and attentive to customers and colleaguesUnderstand the cultural differences of international tourist groupsPrevent misunderstanding arising from cultural differencesAwareness of different cultural and individual styles to maximize business operations


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COMMUNICATION IN THE WORKPLACETarget Audience: Supervisory Level Staff, Junior Executives, Training Managers, HR

Managers, Department HeadsDuration: 16 Hours


Contact with customers Contact with colleagues and superiors The welcoming environment Verbal communication sending messages Non-verbal communication working with body language Active listening techniques - receiving messages Dealing with assumptions

Working with different points of view Channels of communication Encoding storing - retrieving

Learning Outcome

Active participants will be able to

Underscore the relation between effective communication and good service Emphasize the connection between communication and teamwork Practice effective communication skills in their job Raise awareness with their communication style Understand communication dynamics, patterns, habits and beliefs Develop great listening and responding skills Develop individual strengths and qualities Use positive reinforcement Manage conflicts and gain confidence

POSITIVE ATTITUDETarget Audience: Supervisory Level Staff, Junior Executives, Training Managers, HR

Managers, Department Heads


Definition of positive Attitude The Magic of Positive Attitude Need for Attitude renewal The Bataris Box Attitude adjustments Adjustment disorders 10 ways to deal with negative people Protecting your most priceless possession your positive attitude Yes You Can!


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Learning Outcome


Develop positive attitude and personality Develop a positive attitude and personality towards job and people Adjust attitude to various environments Develop own self and image improvement Identify clear goals and visions

TIME MANAGEMENT BEAT WORK OVERLAOD & INCREASE

EFFICENCYTarget Audience: Supervisory Level Staff, Training Managers, HR Managers, Department

Heads, General Managers


Your time is Your Responsibility Avoid over-Managing your time The 80 : 20 rule Prioritization and managing interruptions A simple time management system Urgency vs. importance Time Robbers, wasters and time savers Gaining time by delegation Apply three-Rule time test Rule 1: if it doesnt help you meet your goals, stop doing it Rule 2: if someone else can do it, delegate it Rule 3: if it is caused by a crisis, have contingency plans A simple time management plan The rule of the big rocks

Learning Outcome

Active participants will be able to

Understand the importance of taking responsibility for your time, Know how to weigh the consequences of what you do or you dont -during your

work

day, use a simple weekly planner, Apply the Three-Rule Time Test to your daily activities. Control their workload Concentrate on results and not on being busy


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COACHING EMPLOYEES TO THEIR POTENTIALTarget Audience: Supervisory Level Staff, Training Managers, HR Managers, Department

Heads, General ManagersDuration: 24 Hours


The powerful art of coaching Structuring the learning and coaching cycle Understanding into one-to-one dynamics Honing your coaching skill set tools and techniques for coaching Adapting your coaching style to individuals and situations Coaching for commitment Employee retention


Explain why training and coaching is vitally important for the company and the employees Define and develop the roles of a coach Describe how to use a variety of assessment methods to determine training needs Prepare and use instructional design techniques and processes Explain what is mentoring and what it is not Look at what has worked particularly well and what ahs not Identify difficulties there may have been Define best practice for what he/she is trying to accomplish To agree to a coaching template

MANAGEMENT AND LEADERSHIP

Target Audience: Supervisory Level Staff, Junior Executives, Training Managers, HR

Managers, Department Heads, General ManagersDuration: 24 Hours


How motivated are you to lead? Structuring effective work design Shaping the leadership thought process Discover the leader within you Harnessing the power of motivation and performance measurement Building team-led effectiveness Forging your role as a leader Leadership styles using the right one for the right situation Adapting your leadership role to accommodate differences


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Designing an effective team communication strategy Planning your transition to successful leadership Building Expert Power - Leading from the front

Learning Outcome


Gain personal insight on how to relate to others Improve leadership abilities to become a better leader See how others view and perceive ones personal behavior Find the passion to lead Develop an understanding of high performance teams Understand how to build leadership, managing quality related issues in the daily

business environment Plan and implement an efficient team communication system

PRESENTATION SKILLSTarget Audience: Supervisory Level Staff, Training Managers, HR Managers, Department



Preparation of presentation and room Nine secrets of presentations exploring how presentation works

What already works about your as a presenter What to present? Listening techniques Speaking abilities Ways of speech or presentation Removing stage fear and speaking fear Techniques to handle presentations Using support materials to enlivening your presentations Class control and management Maintaining confidence and handling nerves Hints and tips for effective presentations

Learning Outcome


Understand that all effective communications begin with the audience in mind. Prepare materials and location for an effective presentation to enhance delivery Overcome fear in speaking before a group and use positive body language to

encourage audience

Stretch his/her capacity to present


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Understand what happens in front of an audience Create and make compelling, dynamic, memorable, and persuasive presentations Grab attention Sway the audience Get the audience to listen less and do more Overcome aggressive questioning and handle difficult situations

STRESS MANAGEMENTTarget Audience: Supervisory Level Staff, Training Managers, HR Managers, Department



Stress happens determining the treatment regime Causes of stress I did it to myself stopping self sabotage Overload eliminating stress from the environment Problem jobs Problem people Your environment pressure and performance management The symptoms of excess stress and personal stress audit Characteristics of well-managed stress Six mental techniques for handling stress Avoid burnout The distinction between pressure and lack of ability Prescription for success The psychology of changing behavior and making appropriate behavior changes

Learning Outcome


Explain the definition of stress and its impact understand the different views of stress sources which are held and defended Control information overload Apply tools for staying calm and in focus despite interruptions Begin implementing reachable goals created during the session and set clear

boundaries

Save time and reduce stress with improved listening Demonstrate techniques for interacting with difficult people Identify and manage stress in others Create important time just for one self Avoid as soon as traps tactics for successful time management


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CONFLICT MANAGEMENTTarget Audience: Supervisory Level Staff, Training Managers, HR Managers, Department



The purpose of conflict Handling difficult situations and dealing with uncomfortable feelings Telling people they are wrong in the right way Achieving a different outcome Winners and losers in conflict create a win-win situation Understanding disagreement Dealing with conflict and managing conflicts

Anger control Increasing sensitivity Feeding the solution, not the problem Surviving company politics

Learning Outcome


Identify different types of conflict at work and know his/her preferred method ofdealing With conflict

Use different strategies for dealing with and managing conflicts Use assertive behavior rather than aggressive or passive behavior Get to the heart of the problem Use honesty and agreements Turn arguments into discussions Understand the people involved play Make best use of body language, listening skills and oral communication Keep his/her cool, stand his/her ground and reach a positive resolution Save time conflicts holds back productivity


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TRAIN THE TRAINER

Training leaders is essential, but training has to be an ongoing process. You need to trainthe trainer to ensure the long-term effectiveness of your organisation's management team.

Veloxian can facilitate management excellence through training needs analysis and train-the-trainer programs to maximize the return on your training budget while building aneffective management team as well as to give your internal trainers the tools they need tohelp you instill your vision and mission into your management team -- today, tomorrow,and into the future.Assimilating a combination of traditional "Guru - Shishya" techniques to modern daymanagement "Buddy" programs, Veloxian facilitates your organisation to cash in on thevastly untapped potential of your most valuable resource.

Given below are but a few of our Train the Trainer programs that turn yourmanagement and staff into mentors to total quality services. Needless to say again ,Veloxian specialises in customising training programs for our clients on a one to one basis.

Train The Trainer module for Trainers

A module aimed at explaining the science behind training, basic training record formats,t.n.i.e., objective evaluations, professional presentations, and over all training optimisation

Coaching & Mentoring module for Senior Management

A module targeted to turn senior managers to unleash their full potential by facilitatingothers to perform better.

Train The Trainer module for Supervisory Management

An effective module for supervisory level staff in order to standardise and exemplify theservices offered.

Train The Trainer module for basic skill staff

The most effective method of induction and standardisation of different skill sets amongbasic skill staff .


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Pricing Of Complete Learning Solutions

Veloxian International Learning Solution: Fee Guidelines

Program

Duration*

Investment* International *These prices are without prejudice and are nota formal offer. Details are confirmed before anyproposal is finalized

*Prices are for one trainer-consultant andinclude preparation time

*Prices are for consecutive days Co-trainers, trained assistants and translators

are available Training days include up to 9 contact hours with

groups of up to 24 people Coaching days include up to 9 contact hours

with individuals and small groups Research days include up to 9 contact hours of

on-site interviews, perusing records, etc **A travel day requires over four hours travel by

air, rail or other transport. Travel expenses are paid by the client and

include airfare, hotel, and car rental. A 15% retainer is required when a proposal is

accepted, and is deducted from the invoice. If air travel is required, a return business class

airline ticket is an acceptable deposit.

One or Two

days

58,000 INR

per day

$2500 US

per day

Three to

four days

38,000 INR

per day

$2000 US

per day

Five days or

more

30,000 INR

per day

$1800 US

per day

Travel

days**

14,000 INR

per day

$500 US

per day

The Pricing of Veloxian International is very cost effective and is dependent the size of the organisation,number of delegates/employees, and duration of the training contract.

The Simplest Pricing Method is per session basis which is Rs.6000 per Session (Per Hour) for

short duration programs (logistics and training material expenditure extra). Plus there will a

nominal one time prelim training customization cost which is decided after the pre-

assessment of training needs.

The Pricing can also be on annual retainer ship basis and is especially suited for companies whowant to build long term strategic relationship with Veloxian International and grow professionally.

Veloxian International Learning Solutions modules are discounted for the companies that also

undertake Management Consultancy services.

Documents

Facilitating Hospitality Finesse-Veloxian International