We offer exciting short courses to waiters, bar staff, banqueting staff, wedding staff, housekeeping staff, restaurant waitrons, food and beverage stock controllers, front office receptionists, supervisors, room attendants, cleaners, etc. Our training programs are designed for any hotel, lodge, restaurant, boutique hotel, guesthouse, hospital, etc, in South Africa, Lesotho, Swaziland and other neighbouring countries. We offer onsite training in Gauteng, Kwazulu Natal, Mpumalanga, Eastern Cape, Western Cape, Northern Cape, Free State, North-West, Limpopo, Maseru, Ezulwini, Mbabane, Manzini, Big Bend, Mhlume, etc. Contact us on samhospitality@yahoo.co.za or call Samkeliso on 082 765 9238 to discuss your staff or employees training needs. For more information, visit our website: www.samhospitality.wozaonline.co.za

1. 30381 Sigalo Street
Daveyton Ext. 2
Benoni, 1520
South Africa
082 765 9238
samhospitality@yahoo.co.za
www.samhospitality.wozaonline.co.za
COMPANY PROFILE
WHO WE ARE
Sam Hospitality Academy is a well-established and well-known provider which delivers high
quality advice, training and assessment to the hospitality industry. We run onsite courses which
enable people to build their foundations in the sector, update their skills and increase their
expertise within the hospitality world.
Operating since 2011 in South Africa, Sam Hospitality Academy is dedicated to providing
personal, professional and quality training and support to every level of the hospitality sector.
Our training programmes are designed to build competence, awareness and help people
master
new skills. We train waitrons, hotel front desk receptionists, housekeepers, bartenders and
cleaners for any establishment. Be it a 3 to 5 Star Hotel, Resort, Lodge, Conference Venue,
Boutique Hotel, Guesthouse or Restaurant, we promise to deliver the best training for your staff.
ON-SITE TRAIN ING – AT YOUR LOCATION
With on-site training from Sam Hospitality, you can train several people in the same
technology/course, or you can customize your training for a non-standard technology/course
deployment. There’s no need to travel for the training you need. Our on-site training option
brings affordable and amazing training to your site or a convenient nearby location.
On-site training saves money by eliminating travel and hotel expenses. You also enjoy greater
flexibility and more control, factors that can provide stronger results.

2. WE GUARANTEE THAT WE WILL SA VE YOU MONEY
Onsite training provides significant cost savings as we bring the training to you so there are no travel,
accommodation or car hire expenses for your course participants.
OUR APPROACH TO ON-SITE TRAINING
We are confident that our training is of superior quality and we commit that we will not just
train
your staff, but also monitor the effect of our training.
1. Identifying your training needs
First and foremost, we need to understand your business and how it operates. We discuss
with each company management to identify a programme which will best achieve each
company’s objectives.
2. The Training, Training Venue and Time
We will deliver training at your designated venue, at an agreed timeframe. Cumstomised
training material is developed to the client’s specifications and needs. All in-class training
can be done on-site and most practicals can be done in the comfort of the learners’
environment.
3. Post-Training Feedback
We require feedback from line managers, supervisors, etc post our training, to
evaluate our standards and the quality and effect of our training.
4. Post-Training Support and Follow-up
It is vital that the training programme should be able to show a significant return on
investment, whether it be increased performance, profitability, customer satisfaction or
improved efficiency. To facilitate this we provide support based on the training done, to the
establishment and employees post the training and within a period of 12 months. If
suggested by the Management, we offer a free 1-day refresher course.
5. Affordability
We guarantee that on-site training will save you costs. We have recognized that that the
need for training in South Africa is hindered by the travelling and accommodation costs
incurred by companies when groups of staff need to attend training.
ARE YO U LOOKING FOR A TRAINING C OM PANY FOR YOU R
STAFF?
Our training can be as short as 1 day and as long as 10 days. Depending on what you and your
company would like to achieve.
Are you looking for a company to train your staff? Then speak to us. We are always ready
to
assist you. Just call us or email your specifications. We guarantee a 24-hour turnaround.

3. OUR TRAINING PRO GRAMMES
Waitrons Short Programmes for Hotels, Restaurants, Lodges, etc
We are pleased to present our waitrons training programmes as follows:
PREPARE AND CLEAR AREAS FOR TABLE SERVICE - 2 DAY PROGRAMME
This 2 day programme includes the following:
Preparing and Clearing Areas for Table Service
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Ensuring that linen and service items are ready for service
Linen
Service items and equipment
Common Napkin Folds
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Preparing and storing condiments and accompaniments
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Salt and Pepper
Butter
Sauces and dressings
Sugar and sweeteners
Making sure that refuse and waste containers are clean
Make sure that dining furniture is ready for food service
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Restaurant layout
Chairs and tables
Types of service
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Restaurant service
Functions and banquets
Laying table settings correctly for food service
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Type of table setting
Setting the table d'hôte
Setting the banquet cover
Setting the á la carte cover

4. Making sure that menus are ready for customer use
Working in an organised and efficient manner
Clearing, cleaning and storing service items and equipment
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Clearing service equipment
Turning off equipment
Preparing linen for dispatch to laundry or storage
Storing food items, condiments and accompaniments
Disposing of rubbish and waste food
Cleaning and storing service items and equipment
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China
Cutlery
Glassware
Leaving dining and service areas clean and tidy
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Dining area
Service areas
Cleaning dining and service areas
PROVIDE A TABLE SERVICE - 2 DAY PROGRAMME
This 2 day programme consists of the following:
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The 9 steps to success at table service
Greeting and dealing with customers in a polite and friendly mannerError!
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Identifying customers needs and requirements
Customers with bookings
Customers without bookings
Escorting customers to an appropriate table or waiting area
Opening the customers napkin
Presenting menus to customers
Providing accurate information on individual dishes
Translating the menus
Politely guiding customers to an appropriate choice

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Working in an organised and efficient manner
Providing customers with the correct table items for the food to be served
Adjusting the cover
Using appropriate service methods to serve food
Use of the service cloth Use of the underliner Use of trays or trolleys
Use of service cutlery, silverware and dishes
Serving customers’ orders
Carrying plates
Ensuring that food served is of the type, quality and quantity required
Serving and arranging food
Carrying out work with minimum disturbance to customers
Keeping customer dining areas and service areas tidy
Clearing customer tables of soiled and unrequired service items
Two plate clearing method Three plate clearing method Clearing glassware
Changing ashtrays Clearing condiments Crumbing down
Dealing appropriately with spillages and breakages
If a customer is directly affected
Removing and replacing soiled table linen
Maintaining sufficient stocks of clean linen, service items, condiments and
accompaniments
Emptying and cleaning refuse and waste containers
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PROVIDE A TABLE DRINK SERVICE - 1 DAY PROGRAMME
This 1 day programme consists of the following:
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Develop efficient and organised work habits
Age limits
Bring your own (BYO) Intoxicated persons
Provide customers with accurate information on drinks
Suggestive selling
Promote drinks at appropriate times
Correct order taking

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Serve drinks
Serving wine
Presenting the wine
Opening and pouring the wine
Champagne and other sparkling wine
Presenting
Opening and pouring Serving coffee
and tea Coffee
Serving tea
Service equipment
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LAYOUT, SERVICES AND FACILITIES - 1 DAY PROGRAMME
This programme consists of the following:
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Organisational Layout
Facilities and Services
Departments
New Staff
Product knowledge and Customer Service
Product Knowledge Professional Conduct
Customer Service Selling Services
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PREPARE, SERVICE AND CLEAR FUNCTION ROOMS - 4 DAY PROGRAMME
This programme consists of the following:
Setting Up a Function Room
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Function Sheet
Set Up Rooms
Replenishing Function Rooms

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Inspect Rooms
Equipment Inspections
Range of Equipment
Table Settings
Types of Room and Venue Set Ups
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Venues
Cinema Style
Classroom
Boardroom
Hollow Square
U-Shaped
Clearing UP
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Checking and Storing Equipment
Transporting Equipment
Customer Service
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Dealing with Customers in a Polite Manner
Time Limits
Working in an Organised Manner
Security and General Housekeeping
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Securing and Locking Rooms
Cleaning and Preparing Rooms
Environmental Control Systems
Unexpected Situations
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Unexpected Situations
RESTAURANT SKILLS PART 1 - 2 DAY PROGRAMME
This course is designed to give you a basic understanding of what is required of you, as a waitron. Also
we will examine the different equipment that is used for food service. This course is linked to
Restaurant

8. Skills – Part 2, where the main focus is service skills and procedures.
The course includes the following:
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Essential Requirements
Dress and Appearance
Compliments and Complaints
Knowledge of Your Work
Ten Golden Rules
Service In General Preparing
For Service The Waitron’s
Approach Explanation of a
“Cover” Selling
Basic Restaurant Equipment
RESTAURANT SKILLS PART 2 - 2 DAY PROGRAMME
During the second part of the Restaurant Skills course, we examine the procedures and standards
required
for the successful running of a food service operation.
This course contains the following:
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Laying Tables and Covers
Carrying
The Sideboard
Basic Rules
Serving the Courses
Different Types of Restaurant Service
Crumbing Down
Changing an Ashtray
A to Z Tea & Coffee Service Procedure
Relaying Tables
Restaurant Station Clearing Procedures
Menu’s
BEVERAGE PRODUCT KNOWLEDGE COURSE - 3 DAY PROGRAMME

9. It is very important for staff to have knowledge of the products available in a beverage outlet. Good
Product Knowledge is the key to correct service in a beverage outlet. To help you remember the many
products for beverage service, it is best to divide different products into separate groups. Obviously it
is
impossible to list every single brand available, so only a few examples are given for each group. If you
are unsure about a certain item, ask the Food & Beverage Management as they are there to help you.
The course includes the following:
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Basic Spirits
Pouring Brands Other Spirits
Vermouth Aperitifs Digestives
Sherry/ Port
Local/ Imported Liqueurs
Beer/ Cider
Alcohpops
Minerals/ Other Minerals/ Mixers
Juices Cordials Mineral Water
Syrup & Bitters Energy Drinks
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SOUTH AFRICAN WINES & SERVICE - 3 DAY PROGRAMME - R2 250
The subject of Wines is very interesting, and this course is designed to give you a basic understanding of
Wines and Service. It is also possible to study for many years to get a Diploma in Wines, or become a
Wine Master.
The Wines & Service course contains the following:
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Wine – How is it made
Blending and Maturation Shelf-life for Wines
Cultivars
SA Wine Styles
Sugar or Sweetness In SA Wines
South African Wine Producers and Champagne
Wine Legislation
SA Wine Competitions, Challenges & Awards
Storage and Glasses

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Serving Temperatures
Wine Tasting Terms
Climate
The Vine and Its Environment
Wine Service Procedure Wines
and Food Pairing Wines and
Cheese
PREPARE AND CLEAR AREAS FOR ROOM SERVICE - 1 DAY PROGRAMME
This 1 Day programme consists of:
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Clean and maintain service areas and equipment
Service Equipment
Cleaning Service Areas And Equipment
Maintaining Service Equipment
Care Of Cleaning Equipment
Clean and maintain dining and service items
Prepare and store condiments and accompaniments Clean and
prepare refuse and waste food containers Correctly dispose of
refuse and food
Prepare and dispose of used and dirty table and service linen Clean
and prepare service areas and equipment for the next shift
Reporting unexpected situations
Working in an efficient and organised way Working in an efficient
and organised way Time management routines
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PROVIDE A SILVER SERVICE - 1 DAY PROGRAMME - R750
This 1 Day programme consists of the following:
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Develop efficient and organised work habits
Getting Ready for service
Service items and equipment
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Service cloths and other linen
Meeting customer requirements
Food service

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Types of food
Using service cutlery Service
procedure Placing the plates
Portioning Presenting the food Serving
the food Serving the soup
Surplus food and used equipment
Clearing finished courses
Clearing side plates
Clearing soup bowls and underplates
Clearing the table
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PREPARE AND CLEAR AREAS FOR COUNTER SERVICE - 1 DAY PROGRAMME
This 1 Day programme consists of the following:
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Clean counter areas and service equipment
Service equipment
Maintaining service equipment
Care of cleaning equipment
Clean, maintain and position dining furniture for service
Cleaning
Clean and maintain dining items Store and display food and drinks
Promoting sales
Prepare and display condiments and accompaniments
Clean and check menus
Dispose of refuse, waste food and used disposables
Clean and prepare refuse and waste food containers
Assemble and store dining items, condiments and accompaniments
Clean and prepare service areas and equipment
Reporting unexpected situations
Working in an efficient, organised way
Front Desk Receptionists Short Programmes for Hotels, Lodges, Boutique Hotels,
etc
We are pleased to present our Front line training programmes as follows:

12. MAINTAIN A BOOKING SYSTEM - 1-DAY PROGRAMME
This 1 - Day training programme consists of:
Customer Service
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Efficiency
Accurate Information
Customer Expectations
Range of Customers
Services and Facilities
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Promotion of Services and Facilities
Range of Services and Facilities
Alternative Facilities
Booking Processes
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Range of Bookings
Confirmation of Bookings
Range of Records
Informing Other Departments
Amendments and Challenges
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Range of Booking Amendments
Range of System Failure
DEALING WITH THE ARRIVAL OF CUSTOMERS – 1 DAY
PROGRAMME
This programme consists of the following:
Preparation for Guest Arrival
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Customer Needs
Preparation of Guest Documentation
Special Requests / Requirements
Interdepartmental Communication

13. Check-In Processes
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Registration
Customer Arrival
Promoting Product Services
Customers without advance reservations
Special circumstances Importance of
Accuracy Methods of Payment
Completion of Registration Process
Unexpected situations
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Unexpected situations regarding customers
Unexpected situations regarding systems
ARRIVAL AND DEPARTURE OF GUESTS - 1 DAY PROGRAMME
This 1 - day programme consists of the following:
Preparation and Schedules
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Prepare for Guest Arrivals/ Departures
Daily Schedule
Greet Guests
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Effective Communication
Body Language
Welcoming Guests
Departure Procedures
Parking and Luggage
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Parking
Lifting Luggage
Transporting Luggage
Facilities and Services

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Facilities
Mobility Difficulties
Additional Services
Complaints and Incidents
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Range of Incidents
Customer Complaints
CUSTOMER INFORMATION AND SERVICES - 1 DAY PROGRAMME
This 1-day programme consists of the following:
Customer Care
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Effective Customer Care
Efficient Work Practices
Customer Information
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Accurate Information
General Knowledge Customer
Needs Sources of Information
Maintaining Information Displays
Handling Information Requests
Range of Information
External Services
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Contacting Service Providers
Booking External Services
Transport Services Restaurant
Reservations Delivering Items
Unexpected Situations
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Range of Unexpected Situations
CULTURAL AWARENESS IN DEALING WITH CUSTOMERS AND COLLEAGUES -

15. 1 DAY PROGRAMME
This programme consists of the following:
Effective Cultural Communication
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Foreign Cultures
Verbal & Non-Verbal Communication with Tourists Interaction
with Tourists Using Appropriate Communication Anticipating
Customer Needs – and Dealing with Them Cultural Groups
Local Cultures
Non Verbal and Verbal Elements
The Culture and Customs of South Africa’s Main Population Groups
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African Culture
Western Culture
Asian Culture
South Africa’s Main International Tourist Groups
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Consequences of Cultural Diversity
Preventing Cultural Misunderstandings
Resolving Cultural Problems
Cultural Differences
Learning to Value Cultural Differences
VERBAL COMMUNICATIONS - 1 DAY PROGRAMME
This 1 Day Programme consists of:
Effective Verbal Communication
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Effective Communication
Types of Verbal Communication
Communication Context
Improving Communication
Communication Barriers
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Communication Barriers
Cultural Differences

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Stereotypes
Educational Differences
Voice and Articulation
Situations and Challenges
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Range of Situations
HANDLE MAIL AND WRITTEN COMMUNICATION - 1 DAY PROGRAMME
This 1 day programme consists of:
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Handling Mail and Messages
Handling Written Communication
Handling Written Communication
Delivering Items to a Guest Room
Prevention of Unauthorised Access
Efficiency
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Situations and Challenges
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Uncollected Items
Reporting Suspicious Items
PROVIDE A CUSTOMER SERVICE - 2 DAY PROGRAMME
Importance of the Customer
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Customer as a source of revenue
The Impact on the Organisation
Customer satisfaction and company profitability
Annoying Habits Anticipating Guest Needs
Maintaining good customer care
Confidentiality of Company and Guest Information
Personal Presentation

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Personal development
Customer Service
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Greeting of guests
Promoting facilities and services
Guest Expectations
Guest reaction to poor customer service
Guidelines for superior guest care
Customer care in other fields and industry
Improving customer care
Effective Communication
Range of Guests
Customer Complaints
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Advantages of Complaints/Customer feedback
Methods of dealing with customer related issues
Range of customer complaints
Common Guest Complaints
Methods to satisfy irate guests
Guest Complaints Procedure Written complaints
Documenting Complaints
Complaint Follow Up Action
Do’s and Don’ts of customer complaints
Complaints practices
Requirements for Superior Guest Care
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Dealing directly with guests
Referring Guests
Complaints occurring outside work area or authority
Bartenders Short Programmes for Hotels, Bars, Lounges, etc
We are pleased to present our bartenders training programmes as follows:
PREPARE AND CLEAR AREAS FOR DRINKS SERVICE - 1 DAY PROGRAMME

18. This 1-day programme consists of the following:
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Preparing for service
Bar Preparation Checklist
Public Area Preparation Checklist
Checking the equipment Restocking the
bar
Rotating stock
Stock take
Preparing garnishes Examples of
garnishes Handling garnishes
Glassware
Glass storage
Check environmental control systems
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PROVIDE A DRINKS SERVICE FOR LICENCED PREMISES - 1 DAY PROGRAMME
This 1 day programme consists of the following:
Introduction
Develop efficient and organised work habits
Customer relations
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A smile goes a long way!
Service times Age limits
Intoxicated persons
Inform Customers accurately about beverages available
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Suggestive selling
Drinks are promoted to customers at appropriate times
Order taking
Stocks and accompaniments for drink service
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Maintain stocks and accompaniments at appropriate levels

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Storing, arranging and rotating stocks and accompaniments
Dispensing drinks correctly with accompaniments
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Beer
Bottled Beer
Pouring bottled beer
Draught beer
Cider (draught and bottled)
Wine by the glass
Spirits
Soft drinks
Hot drinks
Handling waste
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Waste drinks
Refuse and waste containers
Maintaining customer service areas
PROVIDE A TABLE DRINK SERVICE - 1 DAY PROGRAMME - R750
This 1 day programme consists of the following:
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Develop efficient and organised work habits
Age limits
Bring your own (BYO) Intoxicated persons
Provide customers with accurate information on drinks
Suggestive selling
Promote drinks at appropriate times Correct order
takingServe drinks Serving wine
Presenting the wine
Opening and pouring the wine Champagne and other
sparkling wine Presenting
Opening and pouring Serving coffee and tea Coffee
Serving tea

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Service equipment
CLEAN AND STORE GLASSWARE - 1 DAY PROGRAMME
This 1 Day Programme consist of the following:
Using machinery and equipment
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Before using machines
After Using Machines Or Equipment
Cleaning Materials
Disposing Of Waste or Dirty Water
Cleaning the glassware
Glasses
Hand washing Machine washing
Drying
Ashtrays
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Health, Safety and Hygiene Principles
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Storing glassware
Glasses
Ashtrays
Chipped Or Broken Glassware
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Disposing of broken glassware
Dealing with unexpected situations
Accidents Or Injury
Work Area Obstructions
Equipment Failure
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Shortages Or Lack Of Equipment
Meeting schedules and organisational requirements
PREPARE AND SERVE COCKTAILS - 1 DAY PROGRAMME
This 1 day programme consists of:

21. Attending to customers without unnecessary delay
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Stages of intoxication
Providing customers with accurate information on cocktails
Promoting cocktails to customers Identifying customer
requirements Preparing and serving cocktails Blend
Shake and strain Stir and strain Build
Spirit based cocktails Non alcoholic cocktails Measures
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Using the correct equipment and accompaniments to serve cocktails
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Tips for successful cocktail mixing
Disposables used in cocktail service
Tips for preparing and serving cocktails
Housekeeping Short Programmes for Hotels, Resorts, Lodge, Guesthouses, etc
We are pleased to present our housekeeping training programmes as follows:
PREPARE BEDS AND LINEN COVERINGS - 1 DAY TRAINING PROGRAMME
This 1 day programme includes:
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Prepare Beds and Handle Linen and Bed Coverings
Remove all Bed Coverings from Beds
Handle Soiled and Unsoiled Linen and Bed Coverings
Collect Linen
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Collect Clean Linen and Bed Coverings
Housekeeping Trolleys, Carts, Baskets and Bags
Secure Linen Storerooms
Mattress, Bed Base and Headboards
Turning the Mattress
Bed Base, Headboard and Bed Coverings

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Bed Making Procedures
Bed Making Procedures
Customers
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Dealing with Customers
Dealing with Customer Property
Turn Down Service Turn Down
Service Efficiency
Organisational Requirements
Situations and Challenges
Incorrect Linen Issue Situations
and Challenges Theft
Torn sheets or bed coverings
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SERVICE GUEST BEDROOMS AREAS - 1 - DAY TRAINING PROGRAMME
This 1 day programme consists of:
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Service Guest Bedroom Areas
Preparing to Service Guest Bedrooms
Cleaning Materials
Entering the Guest Bedroom
Prepare Areas and Surfaces for Cleaning
Cleaning Guest Bedroom Areas
Cleaning Guest Departure Bedroom
Cleaning Stayover Rooms
Cleaning Unoccupied Rooms
Turndown Service:
Cleaning of Guest Bathrooms
Service Guest Bedroom Areas
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Cleaning of Surfaces
Service Guest Bedroom Areas
Replenishing Guest Supplies/Complimentary Items
Complete the Cleaning of the Guest Bedroom Area
Check and Maintain Environmental Control Systems
Clean and Store Cleaning Equipment and Materials

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Clean and store cleaning equipment and materials, continued
Efficiency
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Organisational Requirements
Situations and Challenges
Situations and Challenges
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Unexpected Situations
Missing or Damaged Property
Extra Guests in the Room
Situations and Challenges
Cleaning a Guest Room in any Public Area
MAINTAIN HOUSEKEEPING SUPPLIES - 1 DAY PROGRAMME - R750
This one day programme consists of:
General Information
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Receiving Areas
Deliveries
Handling and Transporting Items
Lifting Heavy or Bulky items Using
Trolleys
Safe Handling of Chemicals, Equipment and Machinery
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Storage Areas
Maintain Storage Areas Maintain
Storage Conditions Storage of
Housekeeping Supplies Securing
Storage Areas
Stock Control and Stock Records
Reporting Low Stock Levels Stock
Rotation
Pest Control
Efficiency
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Organised and Efficient Work
Situations and Challenges
Delivery not Received
Delivery Damaged during Transportation to Storeroom

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Accidents
Adapting Performance
PROVIDE A HOUSEKEEPING WITHIN A DESIGNATED AREA OF WORK - 2 DAYS -
R1 500
This 2 Day programme consists of:
General Information
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Check Daily Room Allocations and Prioritise Work
Check Trolleys, Machinery, Cleaning Equipment and Agents
Inspect Completed Work
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Secure Designated Areas from Unauthorised Access
Communicate Important Information
Report Unresolved Faults or Problems
Efficiency
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Work in an Organised and Efficient Manner
Dealing with Customers Situations and Challenges
Unauthorised Access to Storage Areas Staff not arriving as per
work schedule Unusual guest requests
Pest Infestation
Housekeeping in a five star hotel/small country guesthouse
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MAINTAIN A CLEAN LINEN SUPPLY - 1 DAY PROGRAMME
This 1 day programme consists of:
General Information
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Organising the Linen Cycle
Receiving Linen
Transporting of Clean Linen to Storage Area
Quality Control
Keeping Receiving and Storage Areas Clean and Tidy
Storage Conditions
Secure Receiving and Storage Areas
Stock Rotation

25. Issuing Correct Type, Quantity and Quality of Linen
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Maintaining Complete and Accurate Records
Reporting Signs of Pest Infestation
Efficiency
Situations and Challenges
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Incorrect Deliveries Received
Back Injury when Lifting a Heavy Load
Adapt Performance for a 5 star Hotel or Guest House
STORE AND HANDLE PROPERTY - 1 DAY PROGRAMME
This 1 Day programme consists of:
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Storage and Customer Service
Storage of Customer and Establishment Property
Customer Service Clean Storage Areas
Unauthorised Access
Records
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Accurate Records
Safety Deposit Record Procedures
Lifting and Securing Luggage
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Lifting Luggage
Lifting Methods
Improving Security
Range of Problems
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Reporting of Problem Situations
Range of Problems
Short Training Programmes for Hotels, Restaurants, Lodges, Supervisors
We are pleased to present our supervisors training programmes as follows:

26. RECEIPT AND STORAGE OF GOODS - 5 DAY PROGRAMME
This 5 day programme consists of:
Receiving Goods
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Maintaining Hygiene Standards
Security Maintenance
Quality Control
Preparing the Receiving Area Product
Specifications Returning Goods
Transfer Goods to Storage Containers
Transfer of Goods to Storage Area
Storing Goods
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Maintain Storage Facilities
Handling Hazardous Goods
Handling Goods Procedures
Handling Non Hazardous Goods
Handling Perishable Goods
Handling Non Perishable Goods
Maintaining Storage Conditions
Dry Goods Storage Conditions
Refrigeration Storage Conditions
Freezer Storage Conditions
Stock Rotation
Quality Checks
Stock Control
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Out of Stock Items
Reconciling Stock Stock Reconciliation
Types of Documentation
Requisition & Issuing of Stock
Stock Taking Damaged Stock Transfers
Passes Sell-By Date & Written off Stock

27. Effective Work Practices
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Lead Times from Suppliers
Effective & Efficient Work Practices
HEALTH, SAFETY AND SECURITY - 3 DAY PROGRAMME
This 3 day programme consists of the following:
Security and Safety Procedures
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Prevention and Procedures to Safely deal with Emergency
Fire Exits
Preparation for Fire Emergency
Procedures in the event of a Fire Emergency
Fire Equipment Emergency Safety Signs Access Control
Procedures First Aid Procedures
Problems and Solutions
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Hazardous Situations
Communicating Information to Staff
Safety Regulations
Conducting Inspections
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Importance of Inspections
Potential Problems
Emergency Numbers
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Security and Safety Numbers
Health Services
Internal Services

28. MAINTAINING THE FRONT OFFICE SERVICE - 3 DAY PROGRAMME
This 3 Day programme consists of the following:
Managing Front Office Resources
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Managing Equipment and Stationery
Managing Time
Monitoring Appearance
Service Quality
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Monitor the Operation of Systems
Keeping staff informed
Monitor the Performance of Staff
Formal Service Quality Systems
Informal Service Quality Systems
Handling quality problems
Communication
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Forecasts and Objectives
Communicating changes
Obtaining and circulating information
Maximising efficiency with communication
Recording of information communicated
Control Systems in Front Office
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Minimise disruptions to Service
Staffing problems
Equipment problems
MAINTAINING EFFECTIVE WORKING RELATIONSHIPS WITH OTHER STAFF
MEMBERS - 3 DAY PROGRAMME
This 3 Day programme includes the following:
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Maintaining effective working relationships with other staff members
The importance of maintaining effective working relationships
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Maintaining effective working relationships

29. Maintaining effective channels of communication
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What are channels of communication?
Improving Internal Communication
Communicating with your supervisor
Organisation charts
Dealing with other staff members
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Dealing with staff in a polite and friendly manner
Dealing with individual characters Effective
communication with staff Welcoming new staff
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Dealing with conflict situations
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What is conflict?
Causes of Conflict
Conflict Management Styles
Conflict Management Tools The
Outcomes of Conflict Conflict
Resolution
Methods of Conflict Resolution
Fulfilling areas of responsibility
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Prioritising work
Dealing with obstructions and interruptions
Dealing with difficulties
MONITORING CUSTOMER SATISFACTION - 3 DAY PROGRAMME
This 3 day programme contains the following:
Customer Satisfaction and Communication
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Cultural Consideration
Interpersonal Skills
Building a Rapport and Relationship with Customers
Establishing a Professional Rapport & Relationship With Colleagues & Internal
Customers (suppliers)

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Supporting Subordinates
Monitoring Customer Satisfaction
Customer Feedback
Effective Survey Techniques
Customer and Requests
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Customer Requirements
Providing Information
Directions
Travel Information Guest Services Telephone Number
Information, Policy and Practice
Referring Requests Outside Your own Area of Responsibility
Following Up Requests
Problems with Meeting Guest Requirements
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Common Complaints and Appropriate Action
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Evaluating/Dealing with Complaints
Dealing with Customer Complaints Effectively
Identifying the Nature of the Complaint or Incident
Reassuring the Guest
Tools for effective Negotiation and Communication
Heat Approach
Customer Complaints Procedure Product and Service
Complaints Complaints – Environment Complaints
Personal Complaints
Written Complaints
Documenting Complaints and Giving Feedback
Efficient Work Practices
Promoting Products
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Products and Services
Promoting Product Services
CO-ORDINATE THE GREETING AND ASSISTING OF GUESTS ON ARRIVAL AND
DEPARTURE - 2 DAY PROGRAMME

31. This programme consists of the following:
Planning and Preparation
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Daily Planning
Task allocations
Customer Satisfaction
Efficient work practice
Roles in the Department
Arrival and Departure of Guests
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Greeting and assisting individual arrivals
Maintaining standards
Greeting and assisting Group arrivals
Assist with individual Departures Coordinate Group Departures
Communication difficulties Special Needs
Requests for additional services
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Requests for additional services
The Chauffeur Service
Valet parking service
Unexpected situations
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Accidents / Injuries
Insufficient Portering Staff
Late tour bus
AUDIT FINANCIAL PROCEDURES AND CONDUCT NIGHT AUDIT - 5 DAY PROGRAMME
This 5 day programme consists of the following:
Auditing and Financial Procedures
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Impact of Auditing on the Organisation
The Night Auditor or Night Manager
Daily Audits
Checking and balancing transactions
Petty Cash
Managing a float system
Banking procedures
Banking of Foreign Exchange

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Speedpoint Banking Procedures
Night Audit Speedpoint responsibilities
Debtor’s control
Identifying and resolving discrepancies
Financial Reports
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Completing night audit/financial transactions
Pit checks
Using information generated by the Night Audit
Financial reports accuracy and deadlines
Generating reports
Financial and statistical reports
Month end reports Departmental report
Statistical report
Credit limit report Telephone calls report
Commission earnings report
Improving Security and Auditing Procedures
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Ways to improve security
Possible improvements to auditing procedure
MAINTAIN A SECURE WORKING ENVIRONMENT - 1 DAY PROGRAMME
This 1 day programme contains the following:
Security
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Procedures
Staff Security
Maintaining a High Level of Security
Unauthorised Access
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Unauthorised Areas
Demarcating Areas
Storage Areas

33. Violent and Dangerous Situations
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Violent Situations
Range of Violent Situations
Suspicious Items
SUPERVISE AND MAINTAIN BEVERAGE STORAGE - 4 DAY PROGRAMME – R3 000
This 4 day programme is ideal for supervisors and managers. It consists of:
Storage and Security Procedures
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Storage of Stocks - Cellar
Cellar Conditions
Stock Rotation
Handling of Wines and Drinks
Storage of Stock – Dispense Bar
Drinks Preparation Equipment
Security
Improving Security
Maintenance
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Cleaning Procedures for Cellar
Inspecting Cellar
Identify, Report and Solve Problems
Stock Control
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Importance of Stock control
Organisational Procedures Par Stock Levels
Calculating Stock Levels Methods of Stock
Taking
Time Frame for Stock Taking and Inspections
Improving Sales of Slow Moving Stock
Stock Catering for Functions
Accurate Record Keeping
Unexpected Situations
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Dealing with Unexpected Problems
Performance in Foreign Countries
Prioritise, Delegate and Organise Work in the Cellar and Storage Areas
Efficiently