Students will get trained in four areas: Reservations, Reception, Front Office Cashier, and Telephone Operation.

1.1. Reservations

• Make reservations (manually or by using the Fidelio system)
• Complete a reservation form
• Obtain information from the hotel guests
• Product knowledge ( hotel facilities, amenities, room types, prices, etc. )

1.2. Reception

• Check-in guests
• Basic knowledge of the Fidelio system
• Communicate effectively with guests and other departments
• Escort the guests to a room
• Make good impression and create good image by providing good service and correct information
• Identify and solve small problems in urgent situations
• Handle guest complaints

1.3. Front Office Cashier

• Check-out guests
• Settle the account of the guest (all types of payment)
• Make an advance deposit, rebate, paid-out, and miscellaneous charge
• Check the posting-journal and close cashier using the Fidelio system

1.4. Telephone Operation

• Correctly use the telephone system
• Effectively communicate with the guests by using polite words
• Create positive impression and image for the hotel on the telephone

Students will get trained in four areas: Guestroom and Public Areas, Laundry, Linen, and Handling Chemicals & Equipment.

2.1 Guestroom and Public Areas

• Fully service a guestroom
• Clean the guestroom
• Make bed
• Clean the bathroom
• Knowledge of guestroom amenities
• Knowledge of cleaning agenda for the public areas
• Clean various parts of the public areas
• Cleaning process for wood finishes, mirrors, picture frames and glasses

2.2 Laundry

• How to use the washing machine and dryer
• Knowledge of washing requirements (loads)
• Types of laundry that are washed in the hotel and those that are sent to outside contractor
• How to iron the various garments and linen
• Make good impression and create good image by providing good service and correct information
• Knowledge of occupational health and safety issues
• Knowledge of the storage system

2.3. Linen

• How to differentiate types of linen
• Knowledge of where the different of linen is kept and stored
• How to identify "usable" and "repairable" linen
• How to answer the telephone politely
• Handle guest complaints effectively

2.4. Handling Chemicals & Equipment

• How to differentiate the various types of cleaning agents
• Knowledge of chemical use and storage
• How to prepare chemicals for usage
• Knowledge of occupational health and safety issues
• How to use the different types of equipment in the Housekeeping Department

Students will get trained in three areas: Banqueting, Restaurant, and Bar.

3.1. Banqueting

• How to set-up banquet table for cocktail party, seminar, coffee break, and buffet line
• How to give standard service to the above functions
• How to read Function Order and Floor Plan
• How to use coffee maker and serving tray burners safely
• Knowledge of a variety of table cloth and proper storage

3.2. Restaurant

• How to greet guests by using proper language
• How to take orders, recommend, listen, and repeat orders from the menu
• How to present guest check and saying farewell properly
• How to properly clean glassware and other F&B equipment
• Knowledge of the room lay-out plan and table numbers of each outlet
• Memorize the two menus including the prices

3.3. Bar

• How to clean the bar and follow cleaning schedule
• Knowledge of furniture standard set up and lighting of the bar
• Knowledge of bar storage
• Knowledge of safety procedures in the bar
• How to take orders and make recommendation
• Knowledge of how all the drinks on the menu are measured, made, served, and priced

Students will get trained in the following areas:

• Personal Hygiene
• Cleaning Kitchen Equipment
• Food Preparation
• Cooking Menu Items
• Safety Workplace
• Kitchen Mise-en-place Food Safety
• Time Management
• Kitchen Equipment
• Menus
• Cooking Method