Time/Date 26.02.24 27.02.24 28.02.24 29.02.24 01.03.

24
 Recap Day 1  Recap Day 2  Recap Day 3  Introduction
 Module Inauguration
 Module Leader  Blended Learning & Digital
09h00  Participants  Feedback, Giving & Receiving  Active learning & Storytelling Toolbox
 What the industry need?
 Introduction to EHL  Types of feedback  Definition & importance  Principles of digital teaching &
10h30  Explore the research from the
 Inaugural Quiz  Feedback vs Feedforward  6 types of Learning Types learning
different institutes
(individual & team)  Five criteria of feedback  Types of Learning Activities  Traditional vs Blended vs Flipped
 Group discussions
 Impacts of feedback  Storytelling Learning
 Digital Toolbox Demo

 One-On-Many (OOM) Facilitation  A real impact on sustainability

 Science & Art of Learning  OOO Session  OOO Session
11h00  Sequence, objects & activities  Brainstorm of what has an impact to
 Pedagogy & Andragogy  Live demonstration  Actual Run
12h30  Topics & Requirements middle management
 Bloom’s Taxonomy  Facilitation plan coaching  Facilitation plan coaching
 OOM Facilitation Checklist  Cases studies

12h30
LUNCH LUNCH LUNCH LUNCH LUNCH
13h30
 Elaborate what the training
should be
 Question Techniques
 OOO Session  OOO Session  OOO/OOM Session  Prioritize the objectives and topics
13h30  Application of question techniques
 Actual Run  Actual Run  Actual Run for maximum impact
15h00  Values of questions
 Facilitation plan coaching  Facilitation plan coaching  Facilitation plan coaching  Draft the program and compare with
 Types of questions
initial thoughts of EHL
 Draft plan and role-out of partners

 One-on-One (OOO) Facilitation

 From Teaching to Facilitation  Group Work, Case Studies &  Wrap up
 Rationale, caution & premise  OOO/OOM Session
15h30  Teaching vs. Facilitation Homework  Review the key elements
 Topics & MEP  Actual Run
17h00  How to Facilitate  Rationale & Design  Identify the risks
 Preparation & Checklist  Facilitation plan coaching
 Verbal & non-verbal communication  Develop & Use  Q&A
 OOO Learning Plan

 Recap Day 4
17h15
 Recap Day 1  Recap Day 2  Recap Day 3  Module Closure
17h30  Q&A and Feedback

 Pre-requisites for Day 2  Pre-requisites for Day 4  OOO & OOM Videos – sending to
Homework  OOO Facilitation Plan
 Pre-requisites for Day 3
 OOM Facilitation
 Pre-requisites for Day 5
Lausanne for evaluation

« EHT PROGRAM FACILITATOR » PROGRAM SCHEDULE

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 Time/Date 1.03.24

Introduction

 What the industry need?

 Explore the research from the different institutes
 Group discussions

Deliver high ROIs While most hospitality businesses tend to overlook staff training due to associated costs, training is a revenue generator. It is for a fact that employee training
and development brings a high return on investment (ROI) for businesses. In a study with a large hotel chain, EHL demonstrated that well-trained employees improved revenue
by over 5% and client happiness by 5-7%, and increased the likelihood of booking by 2.5 times! Specifically, the hospitality industry demands employees to be familiar with all
roles, whether back of house or front of house; and those roles require specialized training. Not only specialized skills, employees need to be trained in communication skills,
coordination and etiquette to be able to create enjoyable experiences for customers. Fully satisfied customers can become loyal customers who are always willing to experience
the service again and this repeat business is among the best indicators of strong ROI.

Strengthen business culture Every hotel has its own unique style in expressing their hospitality to customers. You could recall a hotel by the chocolates a kind maid left on your
pillow. Towels folded in the shape of monkeys on the bed from a cruise company to welcome their guests. Or even a signature greeting once you arrive at a hotel in a tropical
country. This is part of a corporate culture that encompasses all the values, attitude and behaviors that a business appreciates, expresses and practices with the ultimate goal of
improving customer experience. Hospitality training helps maintain a consistent experience for everyone. Such training programs provide a unified way to handle customer
09h00 complaints or help all employees behave in a way that best represents the core values and attributes of the brand.
10h30
Employee growth and performance If a company invests in training, it can easily spot talents and draw the right career paths for those talents. That way many hospitality
workers who start in entry-level positions understand what they need to do and where they are heading to, soon becoming the main workforce for the company. Moreover, as
employees know that the company is putting effort into them, they are more likely to feel motivated to perform well. Employees who are happy at work deliver better customer
service, contributing to the essence and ultimate goal of any company in the hospitality industry.

Reasons to Invest in Training Programs for Hotel Staff

1. Enhanced Customer Service
2. Improved Productivity
3. Increased Job Satisfaction
4. Reduced Turnover Rate

Top 5 Hotel Training Programs

1. Onboarding and Orientation
2. Compliance Training in Hospitality
3. Job Skills Training
4. Soft Skills Training
5. Product Knowledge Training

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  A real impact on sustainability
 Brainstorm of what has an impact to middle management
 Cases studies

11h00
12h30

13h30  Elaborate what the training should be

15h00  Prioritize the objectives and topics for maximum impact
 Draft the program and compare with initial thoughts of EHL
 Draft plan and role-out of partners

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  Wrap up
15h30  Review the key elements
17h00  Identify the risks
 Q&A

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 5 Important Staff Hotel Hospitality Training
Programs
This blog post explores five types of employee training programs that are essential for success in the hospitality
industry. Onboarding and orientation, compliance training, hard skill training, soft skill training, and product
knowledge training all play an important role in helping workers gain the skills they need to be successful in their
roles. By taking the time to invest in these training initiatives, hospitality employers can ensure their workers have the
best possible opportunities for success. Read on to learn more about these five types of employee training programs
and how they can help advance your business.

Reasons to Invest in Training Programs for Hotel Staff

Every business wants their staff to deliver the best service possible. In the hospitality industry, providing
excellent customer service is essential for success, and hotel staff members play a major role in ensuring customers
have an enjoyable experience. That’s why it’s important that hotel staff receive adequate training – to effectively
meet customer needs and ensure satisfaction. Investing in training programs for hotel staff comes with a variety of
benefits, and here are a few of them:

1. Enhanced Customer Service: Training programs provide staff with necessary knowledge and skills to effectively
meet customer needs. The more knowledgeable they are about the hotel’s products and services, the better able
they are to answer questions and address requests. This helps foster better relationships between hotel
staff members and customers, ensuring an enjoyable experience.

2. Improved Productivity: Training programs help equip staff members with the skills to efficiently perform their
duties, resulting in improved productivity. By investing in training that is tailored to their specific roles, employees can
become more efficient and effective in carrying out their tasks.

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 3. Increased Job Satisfaction: Employees who are provided with adequate training and development opportunities
tend to have higher levels of job satisfaction. This is because they feel more confident in their roles and competent in
being able to handle customer inquiries or problems.

4. Reduced Turnover Rate: By investing in training for hotel staff, employers can reduce the employee turnover
rate, resulting in cost savings. Training programs help staff stay engaged and motivated, which in turn encourages
them to stay longer with the hotel or business.

Top 5 Hotel Training Programs

1. Onboarding and Orientation
Onboarding and orientation training is the first step of training for any new employee in the hospitality industry. This
type of training covers general information about the organisation, such as policies and procedures, job expectations,
work culture, and more. It also provides initial skills training that can help the new employee become acclimated to
their role faster. By providing new employees with a comprehensive overview of the organisation, onboarding and
orientation training helps ensure that they are properly prepared to start their job.

This type of training also provides important information about customer service within the hospitality industry. It can
help employees understand expectations for appropriate interactions with customers, including etiquette standards,
how to use customer-facing technology, and the importance of providing outstanding customer service. Additionally,
it can help employees learn about local business practices that are essential for success in a particular area or
region.

By providing new employees with onboarding and orientation training, employers can reduce the time it takes to get
an employee up-to-speed in their role. It also sets a foundation for the rest of their training and helps to ensure that
employees are properly prepared for all aspects of their job. Onboarding and orientation training sets a positive tone
for new employees, which can help encourage them to be more engaged in their work and strive for success. This

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 type of training is essential to ensure that your hospitality staff has all the skills they need to provide excellent
customer service.

2. Compliance Training in Hospitality

Compliance training for hotel staff in the hospitality industry is an important area of training that helps ensure that
employees are aware of any legal laws and regulations that could affect their job. This type of training is essential to
help protect the organisation from potential liability stemming from a lack of knowledge about employment law and
other applicable regulations. Through compliance training, employers can ensure that their employees are aware of
laws and regulations related to workplace safety, harassment and discrimination, federal and state labor laws, and
more.

Compliance training also helps hotel staff members understand the policies and procedures established by their
employer. This type of training provides an opportunity to review important information such as service standards,
customer relations strategies, dress codes, and more. By understanding the expectations of their organisation,
employees will be better equipped to provide outstanding customer service and avoid any violations of organisational
rules.

Additionally, compliance training can help hotel staff understand their rights as employees. This type of training
covers topics like minimum wage laws, overtime pay requirements, the right to join a union, the Family and Medical
Leave Act, and other important labor laws. By knowing their rights, employees will be less likely to experience any
mistreatment or neglect from their employer.

Overall, compliance training is essential for helping hotel staff members understand the legalities of their job and
ensures that they are properly following all applicable regulations. Through this type of training, employers can
protect themselves from any potential legal implications and ensure that their employees are aware of the rules
established by the business. By providing compliance training, organisations can help create a safe and supportive
environment for their employees.

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 3. Hard Skill Training
Hard skill training is an important aspect of training for hotel staff in the hospitality industry. This type of training
focuses on improving the specific skillset of the employees and can include knowledge of software, foreign
languages, and various operations within hospitality industry. Hard skill training enables employees to remain
competitive within their roles and helps ensure that they have the most up-to-date skills and knowledge.

Software training is an important component of hard skill training in the hospitality industry as it allows employees to
quickly adapt to new technologies used within the organisation. By learning how to use software such as property
management systems, online reservation systems, or marketing platforms, staff can become adept at utilising these
tools and stay ahead of the competition. Additionally, software training can help staff members troubleshoot any
issues that may arise in order to ensure that customers have a seamless and enjoyable experience.

Another important aspect of hard skill training for hotel staff is learning foreign languages. This type of training is
essential for employees who interact with international guests as it helps them better understand their needs and
provide better customer service. Knowing how to communicate in a foreign language also helps build rapport with
customers from different cultural backgrounds, which can lead to higher levels of guest satisfaction.

Finally, hard skill training for hotel staff should focus on various operations within the hospitality industry such
as housekeeping, front desk services, security procedures, food and beverage service, and more. By understanding
the different tasks that need to be completed within each role, staff will be better equipped to provide excellent
customer service and ensure that all operations run smoothly.

Overall, hard skill training is essential for helping hotel staff members stay up-to-date on their skillset and remain
competitive within their roles. Through comprehensive software training, foreign language learning, and
understanding of operations within the hospitality industry, staff can ensure that customers have an enjoyable
experience in their hotel.

4. Soft Skill Training

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 Soft skill training is an essential element of the training program for hotel staff in the hospitality industry. This type of
training helps employees learn how to interact with customers and colleagues, as well as create a positive and
welcoming environment. Soft skills are essential for developing relationships with guests and building trust within the
organisation.

Soft skill training focuses on customer-centric and people-focused skills such as customer service, emotional
intelligence, multitasking abilities, communication, and teamwork. Customer service training helps staff understand
how to provide excellent service to guests and make them feel welcome. This type of training encourages employees
to be friendly and courteous, answer any questions that guests may have, and resolve any issues in a timely
manner.

Emotional intelligence training is also an important part of soft skill training for hotel staff. Through this type of
training, employees can learn how to empathise with customers and recognise their needs in order to provide the
best customer experience possible. Additionally, understanding emotional intelligence can help create better
relationships with colleagues and lead to a more positive work environment.

Multitasking abilities are also important for hotel staff as they often have to juggle multiple tasks at once while
remaining professional and courteous. Soft skill training can help employees develop the skills necessary to
efficiently manage their workload, such as effective time management and organisation.

Finally, communication and teamwork are essential for providing excellent service. Through soft skill training, staff
can learn how to effectively communicate with customers and colleagues in order to ensure that everyone is on the
same page and working together towards a common goal.

Overall, soft skill training is an important part of any hotel staff’s training program as it helps them become better
equipped to provide exceptional customer service. Through this type of training, staff can learn how to interact with
guests and colleagues in order to create a positive and welcoming environment. With these skills, hotel staff can
ensure that customers have an enjoyable experience at the hotel.

5. Product Knowledge Training

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 Product knowledge training is an essential part of any hotel staff member’s training program in the hospitality
industry. This type of training provides staff members with comprehensive knowledge about the products or services
that the organisation wants to provide, which includes physical products such as food and beverages, software,
services such as tourism packages and entertainment options, etc. Product knowledge training is important for hotel
staff as it helps them understand and know the products that they are selling to customers, which in turn will help
them increase their sales.

Product knowledge training provides employees with a detailed understanding of the products and services that are
available to customers. This includes learning about features, prices, specifications, availability and any other
relevant information about the product or service. By knowing this information, hotel staff can provide customers with
an accurate description of the product and its features in order to encourage them to purchase. Additionally, it will
help employees better respond to any queries that customers may have and be able to suggest products that suit
their needs.

An example of this type of training would include learning how to use the hotel’s booking system, understanding
different types of services and packages that are offered by the hotel, and learning about any promotions or
discounts that are available. This training also prepares staff to properly handle customer complaints or enquiries in
a professional manner, as well as teach them important sales techniques such as upselling and cross-selling.

Overall, product knowledge training is an important component of hotel staff’s training program in the hospitality
industry as it provides them with comprehensive information about the products and services that they are selling to
customers. This type of training also prepares employees for any customer complaints or enquiries, as well as helps
them increase their sales. With this knowledge, hotel staff can confidently provide customers with the best service
possible.

In conclusion, investing in training programs for hotel staff members is essential for both employees and employers.
Training provides staff with the necessary knowledge and skills to effectively perform their roles, enhance customer
service, improve productivity, and increase job satisfaction. Additionally, it can also result in reduced turnover rates
and cost savings for businesses. Therefore, implementing training programs should be a priority for all hospitality
businesses. By investing in training, hotels can ensure that not only their staff are equipped with the right knowledge
and skills to provide excellent customer service, but also that they’re able to achieve their business goals. Investing
in training programs is an important step towards success.

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 What Training Do You Need for a Career in the
Hospitality Industry?
Hospitality training can includes education in operations, customer service, leadership, and
finances.

Take the Culinary Career Survey

We’ve compiled a checklist of all of the essential questions into one handy tool: career options, culinary interest surveys,
educational opportunities, and more.

Download
January 24, 2023 • 8 min read
Are you imagining a future as a restaurant manager, bustling around a chic dining room full of happy
regulars?

Or perhaps you’re dreaming of life as a wedding planner, helping couples to design the biggest party they’ll
ever throw.

Or maybe you’ve got a resort in mind, living in a tropical paradise and welcoming your tired guests to relax
and unwind before they have to return to their busy lives.

The hospitality industry is a broad landscape that includes a wide range of careers…but they all have key
characteristics in common. And with an Associate Degree in Hospitality and Restaurant Operations

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 Management from Auguste Escoffier School of Culinary Arts, you could prepare yourself for any of the
above careers—or many more!

Whatever future you’re planning for, this training could make you a stronger candidate for that dream
hospitality job.

Operational Training: So You Can Build an Efficient and

Appealing Hospitality Establishment
The day-to-day functions of a hospitality career all live under the “operations” umbrella. This includes the
nuts and bolts of hospitality, covering the mechanics of foodservice and event management.

Foodservice and Beverage Operations

Hospitality generally includes a food component. Hotels may have restaurants or offer room service. Event
venues provide catering. Even some airlines include food options. So some coursework in culinary arts
and menu design is a critical component of hospitality training.

This could include education in pest control, proper food storage, and food safety and sanitation, as well as
basic cooking techniques and culinary terminology.

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 Education in menu creation could also be valuable, as it can help the hospitality manager to create a
balanced menu that appeals to their target market, design an attractive layout, and analyze menu prices.

Finally, there’s the beverage portion of the operations. Many hospitality businesses offer alcohol, which
comes with a list of legal requirements and liability concerns. It’s vital to understand the rules and
regulations around beverage service to keep your business in compliance and keep your guests safe. There
may also be factors like budgeting, menu planning, and inventory management to consider.

Catering & Event Operations

The business model for restaurants, hotels, and resorts is basically a “top-down” operation. You provide a
menu of your choosing, with a service style of your choosing, in a space of your design.

Special events are the opposite. You may provide specific options, but the final choices are up to the client.
And depending on how much customization you offer, each event may look very different.

This is why training in special events can be so valuable. It could help you to keep all the moving parts of a
wedding, conference, or festival organized and ensure seamless communication among the different
departments.

Facilities Operations and Technology

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 What you serve and how you serve it are important. But where you serve it (aka your physical space) is also
important. And keeping that space in compliance with local and federal regulations is a must for any
successful hospitality business. So understanding the basics of building and equipment maintenance can be a
crucial part of hospitality training.

These days, there’s also a great deal of technological innovation that add efficiencies to hospitality work.
With automations and hospitality-specific computer software, you can make scheduling, inventory
management, ordering, reservations, and room bookings easier than ever before—potentially saving time
and money in the process.

HOSPITALITY TRAINING IN OPERATIONS

Where can you get this important operational training? In Escoffier’s Hospitality and Restaurant Operations
Management program, students complete the following courses in operations:
 Culinary Foundations
 Menu Design and Management
 Beverage Service Operations
 Catering and Event Operations
 Facilities Operations and Compliance
 Operations Technology and Innovation

These hospitality training program courses can prepare graduates to meet the operational challenges they may face in
their careers.

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 Customer Service and Communications Training: So You Can
Effectively Connect with Guests and Employees
Hospitality is about much more than the food, beverages, entertainment, or other services that you provide.
It’s equally about how each guest feels while they’re in your care.

This is where training in customer service and communications comes in.

It’s up to a hospitality management team to establish a framework that governs employee behavior and
creates the guest experience. This may include setting up specific service standards—or “the way things are
done” at your establishment. Maybe you have time criteria for each step in the service process. Or perhaps
you establish a certain code of professional conduct that all employees are expected to follow.

“Customer service” is a phrase that’s thrown out often, sometimes without a clear understanding of what it
means. It requires careful listening, empathy, and a solutions-oriented approach—all of which may require
training in communication and at least a basic understanding of human psychology.

COMMUNICATIONS TRAINING FOR THE HOSPITALITY INDUSTRY

Communication is the crux of great customer service. While many people think they’re inherently good communicators,
some focused training on the subject can make a world of difference and put a hospitality employee a step ahead of
their colleagues.

A hospitality degree from Escoffier can include coursework in the following areas:
 Professionalism and Service Standards

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  Business and Professional Communications
 Introduction to Psychology in the Workplace

Management and Coaching Training: So You Can Provide Strong

Leadership to Your Team
If you’re looking for a career—not just a job—in hospitality, chances are you’ve got your eye on
a management position. Being a manager can require its own special skillset that may involve both
operational expertise (discussed above) and a leadership component.

To effectively manage a team of cooks and chefs, servers and bartenders, or catering and event staff, you
may need to know how to onboard new employees and provide effective training. You’ll likely need to
practice conflict resolution to keep disparate personalities working together toward the same common goal.
You may need to conduct performance evaluations and provide either positive or negative feedback as well
as raises, promotions, and occasional firings.

As many as 90% of restaurant managers started their careers in entry-level positions, and climbed up the
hospitality ladder. But being a great server, bartender, or cook doesn’t necessarily translate to being a great
restaurant manager. At least, not without additional training.

Hospitality management hopefuls can make themselves stronger leaders with skill-building in leadership, so
they can better understand and support their employees.

FROM EXPERT EMPLOYEE TO MODEL MANAGER

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 Whether you’ve had years of hospitality experience or are just beginning your career, training in leadership and
management can help you in any role. Escoffier’s hospitality degree program includes courses in:
 Foundations in Human Resources
 Leadership and Development

Cost Control and Basic Accounting Training: So You Can Build a

Profitable Hospitality Business
Every financially successful business comes down to revenue vs. expenses. To survive long-term, your
hospitality operation must make enough revenue to cover all of its costs, while having some amount of profit
left over.

The amount of profit will vary from industry segment to industry segment. Restaurants, for example, operate
at an average profit margin of 3% to 5%. Bars may be more profitable, with an average profit margin of 10%
to 15%. And a hotel can operate at a 5% to 20% profit margin.

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 Tracking revenue and expenses can help you decide when things are going well and when it’s time to tighten the business’ belt.

Keeping profits high is all about controlling costs (like food and labor) and keeping a close eye on the
numbers through basic accounting.

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 Training in purchasing, inventory management, and managing labor can all help industry managers to keep
their businesses financially healthy. And to keep track of it all, they may need to understand common
reports, like profit and loss or income statements. The basics of bookkeeping could also be valuable, as there
may not be a dedicated bookkeeper on staff to make sure all expenses and income are properly recorded.

TRAINING IN FINANCIAL LITERACY AND CONTROLLING COSTS

A valuable hospitality training program can include coursework in the financial side of the business. At Escoffier,
students complete coursework in the following subjects:
 Foodservice Math and Accounting
 Cost Control
 Purchasing

Start with Passion…But Grow with Education

The hospitality industry is staffed by hard-working individuals who are passionate about customer service,
great food, and delicious beverages. That passion is a fantastic start, but it may not be enough (on its own) to
lead to a successful career. With a curated hospitality management program, you can channel that
enthusiasm into a comprehensive education that could help your career take off.*

Designed to cover hospitality operations, communications, leadership, and important financial topics, a
degree from Escoffier’s hospitality program could help you to build skills that you may draw on throughout
your career.

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 Wondering if hospitality management is the right road for you? Take this 90-second quiz to get insights into
your ideal culinary path.

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