PROJECT

RCHS’s major activity is to involve themselves as Hotel Consultants on Technical Assistance Programme for the Hotel and Restaurant Projects.  However we would also undertake specific assignment as required by the clients/project as packages.  The following specific packages assignment could be included in the areas of activities:

RCHS’s major activity is to involve themselves as Hotel Consultants on Technical Assistance Programme for the Projects outlined above.  However we would also undertake specific assignment as required by the clients/project as packages.  The following specific packages assignment could be included in the areas of activities:

1. PROJECT PLANING AND IMPLEMENTATION ASSIGNMENT PACKAGE:

Technical Assistance as Hotel Consultant from Project Conceptualisation, (Product Designing), Planning, Designing, System Designing, Implementation Assistance and Operating Assistance etc.  This assignment includes  the following specific activity areas:

• Project  Conceptualisation
• Project Planning
• Area Planning
• Co-ordination with other consultants.
• Operating areas layout planning

Front Office Department and related areas.

Housekeeping Department and related areas.

Food Production Department and related areas.

Food & Beverage Service Department  related areas.

Central Store

Staff Areas

Administrative Areas

Security and Back areas

Business Centre, Health Club etc.

EPABX systems

TV channel system.

And other hotel operation related areas.

• Purchase Assistance
• Installation Assistance
• Operating System Designing
• Menu Planning and Standardisation
• Inventory System Control Development
• Manpower Planning, Selection, Recruitment & Training.
• System Installation and Support Services.
• Marketing Strategies Development.
• Project  Registration and Approval.
• Co-ordination for the Franchise Agreement (if required).
• Graphic Designing co-ordination.
• Soft Opening assistance
• Operating Assistance for 3 months (commercial Operation)
• And any other work related to the project planning and execution.

1. POST-PROJECT ASSIGNMENT PACKAGES  :

These individual packages outlined below would be available for Operating Properties as required:

1. Hotel Star Classification by the Department of Tourism, Govt. of India.
2. Post-operational Support Services.
3. Management Support Services.
4. Franchise Agreements arrangement.
5. Technical Audit.
6. Management Audit.
7. Technical Support Services for Specific Operating Problems.

PROPOSED TRAINING MODULES

MODULE 1

LEADERSHIP DEVELOPMENT PROGRAMME

COURSE AIM: : To enable delegates to understand the basics of leadership skills and building team relationships. The course will help them to become personally more successful leaders in their role. The program is suitable for people who are supervisors and executives.
FOCUS GROUP: ALL DEPTS.
Course Content:

• Characteristics of effective leaders
• Leadership and management functions
• Principles of Management -overview
• The Leadership styles on Managerial Grid Pattern
• Relationship Reviews
• Building organizational alignment to a vision
• Group Dynamics
• Key concepts of self-management – first things first

MODULE-2

ENHANCING SELLING SKILLS

COURSE AIM:

To enable participants to understand the basics of face to face selling and building guest relationships.The programme is for sales personnel,banquet sales,duty managers,reservation asst.,restaurant managers and executives

FOCUS GROUP: SALES,F&B,FRONT OFFICE,HK

COURSE CONTENT

• Buying and selling process
• Pre call planning and preparation
• Structuring the sales call-sales process
• Communication skills
• Questioning skills
• Skills of negotiating
• Effective listening
• How and why people buy?
• Customer behaviour types
• Upsell and suggestive sell
• How to close sales effectively and gain commitment for future action

MODULE 3

UNDERSTANDING FOOD AND BEVERAGE BUDGETS

COURSE AIM:Enable participants to have basic understanding of budgeting-sales as well as cost,.and make them an effective PROFIT CENTRE head.

FOCUS GROUP:F&B SERVICE.PRODUCTION,CONTROLS,PURCHASE,

HK,FO-1 NOMINATION OF SENIOR MEMBER

COURSE CONTENT:

• Basics of f&b accounting
• Food Cost
• Beverage cost
• Other operating costs
• Fixed costs
• Forecasting methods
• Clarity on F&B related MIS
• Focus on APC and covers projections
• Action plan to achieve budgets
• Realistic approach to zero budgeting process
• Quaterly Reviews

MODULE 4

F&B FOR COMPETITIVE ADVANTAGE

COURSE AIM:

Advanced F&B programme for supervisors,managers and chefs, to go into detailing of how to create a competitive edge in the present market scenario.

(MODULE HAS BEEN DEVELOPED ON THE LINES OF LUSSANE HOTEL SCHOOL.I WAS PERSONALLY TRAINED AND CERTIFIED BY PROF.ALAIN NAJAR ON THE SAME)

FOCUS GROUP:F&B SERVICE,PRODUCTION

FO,HK-1 NOMINATION OF SENIOR MEMBER

COURSE CONTENT:

• How to create food and beverage concepts?
• Personality of food and beverage outlets
• Competiton analysis
• SWOT preparation
• Action plan on swot
• Focus on menu as a merchandising tool
• Yield management
• Inventory management with focus on JIT
• Par Stock creations

SWEET-(SELLING WITH EXTRA EFFORT TOGETHER)

-Selling skills/Product knowledge/reading the guest/Handling objections and offering alternatives/Checking guest satifaction

• Event preparation
• Check lists in food and beverage
• Guest relationship management
• Case study

MODULE 5

ADVANCED MODULE ON SERVICE EXCELLENCE WITH FOCUS ON QUALITY PROCESSES

AIM:To enable the participants to graduate to a higher level of quality initiatives and create a strong niche in the competitive market in terms of product perception.

FOCUS GROUP:ALL DEPTS.

COURSE CONTENT:       

• Recap on zero defect process
• Case study on creating RAVING FANS
• Understanding of quality-Malcolm Baldridge way
• TQM
• Critical Path Method
• Robust process creation
• Understanding of deviations in service delivery cycles on the service bay
• Case study specific to the dept.

MODULE 6

MODULE ON  SERVICE EXCELLENCE  WITH FOCUS ON QUALITY PROCESSES

AIM:To enable the participants to graduate to a higher level of quality initiatives and create a strong niche in the competitive market in terms of product perception.

FOCUS GROUP:ALL DEPTS.(Supervisors,Executives and Managers)

COURSE CONTENT:

• Focus on zero defect process
• Define Attitude !
• Case study on creating RAVING FANS
• Business communication
• Moments of truth
• Understanding of deviations in service delivery cycles on the service bay-SERVICE GAPS
• Case study- specific to the dept.

MODULE 7

SMART F& B SERVICE MODULE TO CREATE SERVICE EXCELLENCE

Objective:

 F&B service personnel should be able to carry out their basic duties and responsibilities as per the standard operating procedures laid down by the organization focusing on skill and attitude, hence resulting in zero defect product and services with warmth and friendly service,and leading to enhanced guest experience.

Target Audience:

Waiters, hostesses, RSOT’s, captains and apprentices not exceeding 20.

Duration:

16 hrs-spread across 2 days.

Equipment Required:

1-Restaurant Table

2-Misc en place for 4 covers (including service equipment)

3-Napkins-4 nos.

4-LCD Projector

 

MODULE-8

ROLE OF AN EFFECTIVE F&B SUPERVISOR

(10 Point Agenda)

Duration-2 days FOCUS GROUP:

 CAPTAINS,SENIOR CAPTAINS,SENIOR STEWARDS,MANAGEMENT TRAINEES, ASST.MANAGERS

COURSE AIM:

To enable participants to understand the role as an supervisor.The focus is on:

1.Staff Handling

2.Guest Delight

3.Complaint Handling

4.As an ACE SELLER

5.Product knowledge-Food menu and Bar card

6.Basics of F&B Cost control

7.Team player

8.Effective communication

9.Creativity in F&B

10.Attitude to Excel.

COURSE CONTENT                                    

·         How to take briefings and debriefings?

·         How to handle absentism?

·         Staff Discipline

·         Training process for staff

·         How to create zero defect service?

·         Attitude to create WOW !

·         Buying and selling process

·         Skills of negotiating

·         Effective listening

·         Upsell and suggestive sell

·         Menu Knowledge

·         Beverage Knowledge

·         Practicals on Beverages

·         Food Cost

·         Beverage Cost

·         How to make Budgets?

·         How to study P/L ?

·         Leadership Style as a supervisor

·         3 V’s of Communication

·         Think out of the box attitude !



MODULE-9

TRAIN THE TRAINER

COURSE AIM:

To enable participants to become effective departmental trainers .They should be able to apply adult learning processes to facilitate transfer of knowledge.

ABOUT THE WORKSHOP    :

"Design and Implement the training systems and train your team members to be effective trainers, which will turn your processes to ZERO DEFECT!!
In the service sector, “Guest Experience” has always been the differentiating platform due to the absence of any tangible product that the customer purchases to carry home. In the face of globalization, increased competition and the increasing absence of product differentiators; companies in service sector and a select few in the manufacturing sector have started to revisit customer service and leverage it to acquire a formidable position within the industry.
To create this guest experience, built in training systems have become mandatory for the service sector domains.

PROGRAM CONTENTS

1. What is learning?

2. What makes an effective trainer?

3. The role of a workplace trainer

4. Training Environment

5. Identifying training need

6. Creating training session plans and practical demos!

7. Effective communication

8. Feedback system

 

MODULE-10

DURATION-1 DAY(8HRS)

TARGET AUDIENCE: SOUS CHEFS, CDP’S, CMETS

PRE LUNCH

1.Define Excellence
2.Service Gaps
3.How to create zero defect processes?
4.Moment of truth
5.Case study on Why Why technique

POST LUNCH

1.Menu Engineering with case study
2.Selling module
3.Chefs as business managers
4.Decoy system
5.Open House

MODULE-11 

COURSE AIM:

To create effective managerial team in hospitality sector, the course focuses on sharpening the knowledge and skills required at a managerial position to create winning teams and enhanced profitability !

TARGET AUDIENCE:

Existing Managers, Chefs, Asst.Managers, Executives & Supervisors who are on career plan of promotion

COURSE CONTENT:

DAY-1

1.Principles of Management-How to be effective and not efficient !

2.Role of a Team Leader

3.Communication with focus on briefings, debriefings, interdepartmental communication and staff handling

4.Relationship Management Skills: Inter & Intra departmental co ordination

5.Goal Settings: To focus on goals on daily basis in terms of Revenue and Cost Budgets and allocating to the shopfloor level shiftwise

6.P/L: Analysing P/L and creating basic plan to increase the GOP.

DAY-2:

1.SWEET: Selling with extra effort together !

2.Create Raving Fans !

3.SWOT: Analyse your product and Services in real time situations

4.Inventory Management: Focus on Par stocks which contribute to bottomline

5.Breakages ? How? What to do?

6.Innovation-Key to success! Dream Teams-the need of the hour in F&B !

MODULE-12

Module : NLP models for business applications: leadership, sales, negotiation and marketing

. Whatever your title is within the business, sales, negotiation, marketing and leadership will feature either implicitly or explicitly within your role. Your ability to lead defines how far you progress in your organisation, your ability to sell defines not only how much business you can attract but how well you sell your ideas to colleagues and managers. Your ability to negotiate defines not just your ability to get the best deal, it defines your mental strength and personal effectiveness, and your ability to market defines how you communicate abstract messages in different mediums so that people have a tangible experience of relating to what is being said. For some people these skills feature explicitly in their every day work and for others they are more implicit. At whatever level, they will feature in your work as they are fundamental to business success.

You will learn:

·         The neuro linguistic sales model developed for optimal selling. This model blends tried and tested sales tools with the highly effective persuasion processes from NLP

·         The art of getting agreement and closing in sales and negotiation

·         Marketing with NLP, using the language from all communication systems and hypnotic style language to send appealing concrete messages that are listened to

·         Developing your leadership style, connecting with your core leadership qualities and raising your own game to be a strong leader

·         Communicating as a leader when giving public speeches, so that your audience is drawn to you

·         NLP communication and persuasion processes for negotiation; getting agreement when there are differences, reading the other side’s non verbal behaviour and adapting how you communicate so the other side cannot read you easily