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The Art of Hospitality: Cultivating Hospitality in Service Establishments, Online Training Format

SKU: 333
$14.25

The Art of Hospitality: Cultivating Hospitality in Service EstablishmentsIn the highly competitive hospitality industry, what can set establishments apart and attract a loyal clientele is outstanding customer service.  Achieving and maintaining a culture of hospitality in service establishments takes the concerted efforts of all employees, including managers, supervisors, hosts, servers, and assistants. Making guests feel welcome from the moment they enter an establishment until the time they leave is an art—the art of hospitality—that requires mastery of technique to create the final product. This course instructs managers and supervisors of service establishments in those techniques, allowing them to develop policies and procedures that enable their employees to create an atmosphere of hospitality and to treat patrons as valued guests (Discounts are available for Enterprise Training by calling us at 1-800-521-9667).

TARGET AUDIENCE
Managers and supervisors of hospitality establishments

TIME TO COMPLETE
90 minutes

PURPOSE
To instruct managers and supervisors of service establishments in the methods of promoting and sustaining an atmosphere of hospitality

LEARNING OBJECTIVES
After completing this course, the learner will be able to:

  • identify the principles underlying hospitality establishment customer service and the procedures for implementing these;
  • identify the characteristics of effective teamwork in hospitality establishments;
  • list the duties of a host in promoting hospitality;
  • establish standards for greeting, seating, and speaking to patrons that promote a welcoming atmosphere in hospitality establishments;
  • identify the role and duties of servers in dispensing hospitality;
  • describe the proper methods of serving food and alcoholic beverages;
  • develop and enforce an alcohol service policy that strictly adheres to law but that is consistent with the goal of treating patrons hospitably; and
  • list the various tasks comprising side work that hosts, servers, and assistants must perform to promote and sustain an atmosphere of hospitality.



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  1. An Overview of the Principles of Hospitality and Customer Service
  2. The Role of Teamwork in Promoting Hospitality in Service Establishments
  3. The Role of Hosts in Promoting Hospitality in Service Establishments
  4. The Role of Servers in Promoting Hospitality in Service Establishments
  5. Proper Service of Alcoholic Beverages in Service Establishments
  6. The Importance of Side Work in Promoting and Maintaining an Atmosphere of Hospitality




The Art of Hospitality: Cultivating Hospitality in Service Establishments

Table of Contents

  • Chapter 1: Instructions
    • Page 1
  • Course Objectives
  • Chapter 2: Introduction
    • Page 2, 3
  • Chapter 3: The Foundations of Hospitality Establishment Customer Service
    • Page 4
    • Serve People, Not Food
      • Page 5
    • Teamwork: Essential for Success
      • Page 6
    • Team-Building Value: Respect for One Another
      • Page 7
    • Team-Building Value: Cooperation
      • Page 8
    • Team-Building Value: Trust
      • Page 9, 10
    • Demonstrating Hospitality: Serve High-Quality Food
      • Page 11, 12
    • The Relationship between Customer Service and Sales
      • Page 13
    • Sales
      • Page 14
    • The Relationship between Sales and Service
      • Page 15
    • Meeting Patrons’ Needs
      • Page 16, 17
    • Losing a Sale
      • Page 18, 19, 20
    • Monitoring and Managing Quality Standards: Informal Methods
      • Page 21
    • Constructive Criticism
      • Page 22
    • Monitoring and Managing Quality Standards: Formal Methods
      • Page 23
    • Service
      • Page 24, 25, 26
  • Chapter 4: Greeting and Seating Patrons—the Host’s Duties
    • Page 27
    • Creating a Positive First Impression
      • Page 28
    • Communicating with Patrons
      • Page 29
    • Proper Attire for Hosts
      • Page 30, 31
    • Seating Parties with Special Needs
      • Page 32
    • Setting the Tone for Service
      • Page 33, 34
    • Working with Servers
      • Page 35
    • Handling Complaints
      • Page 36
    • Resolving Complaints
      • Page 37
    • Taking Reservations
      • Page 38
    • Answering Telephones
      • Page 39
    • Answering Telephones
      • Page 40
    • Preparing for Special Parties
      • Page 41, 42, 43
  • Chapter 5: Server Hospitality
    • Page 44
    • A Server’s Appearance
      • Page 45
    • Taking Drink Orders
      • Page 46, 47
    • Explaining the Menu
      • Page 48, 49
    • Taking Orders
      • Page 50
    • Selling
      • Page 51, 52, 53
    • Timing Service
      • Page 54, 55
    • Serving Food
      • Page 56
    • Serving Food
      • Page 57
    • Serving Food
      • Page 58
    • Anticipating Patrons’ Needs and Wishes
      • Page 59
    • Serving Dessert
      • Page 60
    • Presenting the Check
      • Page 61
    • Collecting Payment
      • Page 62, 63, 64
  • Chapter 6: Serving Alcohol
    • Page 65
    • Basic Types of Alcoholic Beverages
      • Page 66
    • Familiarity with Alcoholic Beverages
      • Page 67
    • Serving Alcohol
      • Page 68, 69
    • Serving Wine
      • Page 70
    • Wine Temperature
      • Page 71, 72, 73
    • Denying Service to Minors
      • Page 74
    • Valid Forms of Identification
      • Page 75
    • Checking Identification
      • Page 76
    • Addressing an Incident of Underage Drinking
      • Page 77
    • Enforcing Liquor Service Laws
      • Page 78, 79, 80
  • Chapter 7: Hospitality throughout the Establishment
    • Page 81
    • The Contributions of Service Assistants
      • Page 82, 83
    • Bar Backs
      • Page 84
    • Side Work
      • Page 85, 86, 87, 88, 89
  • Chapter 8: Conclusion
    • Page 90
  • Chapter 9: Time to Review
    • Page 91
  • Exam (multiple choice)






Student Benefits

Students and employees who take the The Art of Hospitality: Cultivating Hospitality in Service Establishments course will enjoy:

 Course FeaturesIncludedComments
 
HRCI Recertification Credits
 
0.00 HRCI Recertification Credit(s).
 
SHRM PDC Credits
 
0.00 SHRM PDC Credit(s).
 
CAM Credits
 
0.00 CAM Credit(s).
 
Florida Bar CLE Recertification Credits
 
0.00 Florida Bar CLE Recertification Credit(s).
 
Florida Bar CLE Ethics Recertification Credits
 
0.00 Florida Bar CLE Ethics Recertification Credit(s).
 
State Bar of Georgia CLE Recertification Credits
 
0.00 State Bar of Georgia CLE Recertification Credit(s).
 
State Bar of Georgia CLE Ethics Recertification credits
 
0.00 State Bar of Georgia CLE Ethics Recertification credit(s).
 
FL CE 2-20 Credits
 
0.00 FL CE 2-20 Credit(s).
 
Unlimited 1 Year Access
 
The Human Equation's courses may be accessed and reviewed as many times as you wish even after completion.
 
90 Days Money Back Guarantee
 
The course must not be completed.
 
Friendly and Knowledgeable Customer Service
 
M-F from 8:00am to 4:30pm.
 
Table of Contents
 
Allows you to jump directly to slides and chapters that you have already viewed.
 
Pictures/Illustrations
 
60 pictures/illustrations.
 
Interactive Learning Activities
 
17 interactive learning activities.
 
Audio Narration
 
74 audio narrations.
 
Supporting Documents
 
0 supporting documents.
 
Case laws
 
0 case laws.
 
Definitions
 
0 definitions.
 
Questions and Answers
 
4 questions and answers.
 
Video Clips
 
0 video clips.
 
Practice Quiz
 
0 practice true or false questions and 0 practice multiple choice questions.
 
Scored Exam
 
4 exam true or false questions and 16 exam multiple choice questions.
 
Printable Certificate
 
The certificate contains your name, completion date, and the certification organization's ID which you will need to claim your credit(s).
 
Customizable Settings
 
Adjustable font sizes and sounds.
 
Automatic Bookmarking
 
Simply close the course when you are done and it will reopen on the last visited page on your next session.
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Training Manager Benefits

Managers and supervisors who purchase The Human Equation's courses to train their employees will enjoy:

 Learning Management System FeaturesIncludedComments
 
Convenient User Creation and Management
 
Hierarchy-tree based management
 
Reporting
 
Downloadable spreadsheets.
 
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Due date reminders.
 
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Single or multiple user course assignments.
 
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Enterprise Discounts
 
Significant wholesale discounts available for enterprises.