Pre-opening training programme for hotel managers and staff

Programme

Operational management of a hotel property

• The hotel's management structure
• The most common hotel organisational structure
• Building the management structure
• How to change the existing one? Hotel services, departments and units. Interrelation
• Management technologies and tricks
• Business processes in a hotel: optimisation
• Fundamentals of management accounting and budgeting for a hotel enterprise. Income and expense budget version 2.0
• Development trends in the hotel industry in terms of management structure and methods
• The modern hotel business manager: time management, leadership styles through the prism of the chosen hotel management structure

Sales strategy

Aligning the hotel's development strategy with its sales strategy and style

The hotel's Sales & Marketing plan

• SWOT analysis of the hotel — right and wrong approaches
• Market segmentation for the hotel and its reflection in the work of the S&M unit and the hotel as a whole
• Segmenting hotel customer types and the goals for each. Customer psychology — how and whom they choose. How to influence their choice. Tools for influencing choice. What must be taken into account
• Working with loyal customers. Goals and tools for working with regular and loyal customers
• Pricing in a changing market and for different segments of hotel service consumers. Rate analysis and revenue management
• Sales and promotion channels for hotel services. How to build the channel mix that is ideal for your hotel
• Developing the hotel's action plan: the hotel sales kit, developing concepts and monetising them, online and offline advertising campaigns
• Review of the strengths and weaknesses of the media and other tools for promoting the hotel. Guerrilla marketing, cross-marketing and new technologies in marketing and selling the hotel product
• Positioning the hotel. Metaphors
• Developing the hotel's marketing and sales strategy. Developing an effective sales&marketing (S&M) plan. The link between the S&M plan and the hotel's income and expense budget

Guest-facing services — communicating with guests, service

• Hotel service standards: development and implementation. International experience in developing hotel industry standards
• Staff training and development in the hotel
• Customer focus, or assertive communication with guests: how to motivate employees to serve guests with a sincere smile? Hotel guest psychology
• Conflict management in the hotel business

Analytics and reporting

• The hotel's sales target
• Statistics and forecasting
• Revenue management
• Building the hotel's rate grid

Training for line staff (4 days, 32 academic hours)

Getting to know the staff, questionnaires and interviews: free format

Testing

• Test to determine the staff's level of training
• Test to identify motivational potential
• Test to determine the staff's communication skills

The business process

• Forming and recording the business processes of the front office (reception and accommodation) service
• interaction with other positions and units
• Analysing the current functions of each position, introducing a new working model

Operating standards

• Developing standards for the front office service, implementing the functions of each position in the service (based on the job descriptions and working standards developed)
• training in daily procedures (guest check-in / check-out), compiling the employee handbook

Communication standards

• Assertive communication training (based on the results of staff testing — see item 1)
• Necessary conflict management skills
• Telephone etiquette
• Telephone sales

«Walk-in» sales

• Training in active room sales «from the desk», techniques for communicating with guests

The front office employee handbook

• Compiling the service's main operational and HR document

Testing

• Staff testing to consolidate the training

Pricing

• Rate policy
• Penalties
• Contract work
• Application in the work of the front office and reservations services

Taking telephone reservations

• Training in professionally taking a room reservation

Operating standards

• Procedures, required documents, step-by-step analysis of actions, analysis of various possible situations