Sie sind auf Seite 1von 231

Period 1

9 AM to 10 AM
Day Subject Topic Inst code

identify the details of guests


1 Introduction who have reserved their
booking

check for regular guests,


2 Facilitate a smooth stay VIP guests, etc and arrange
for the guests at the hotel for appropriate special
arrangements

inform for special


3 Facilitate a smooth stay arrangement such as
for the guests at the hotel security during VIP guests
stay

interact with guests and


maintain positive
4 Facilitate a smooth stay
relationship who are part of
for the guests at the hotel
the loyalty program of the
hotel
5 Facilitate a smooth stay organization culture and
for the guests at the hotel typical customer profile

6 Facilitate a smooth stay organization pricing,


for the guests at the hotel discount policy

7 Facilitate a smooth stay pricing for regular guest,


for the guests at the hotel affiliated guest, etc.

8 Facilitate a smooth stay pricing of room with


for the guests at the hotel different meal plans
what permits and checks are
9 Facilitate a smooth stay
required for working on the
for the guests at the hotel
premises

plan and allocate task to


10 Facilitate a smooth stay
associates based on their
for the guests at the hotel
competence

significance of etiquette
such as maintaining the
11 Facilitate a smooth stay
appropriate physical
for the guests at the hotel
distance with guest during
conversation

12 ask for any requirement


Attend to guest queries
form guest during check in
13 arrange for materials /
Attend to guest queries
consumables as required

14 operational hours and details


Attend to guest queries
of different services

15 accessible and restricted


Attend to guest queries
area in the premises

16 information of local tourist


Attend to guest queries
spots
17 information about local
Attend to guest queries
transportation options

popular location in the city


18 Attend to guest queries such as temple, malls, cine
complex, shopping area, etc.

coordinating with
19 appropriate department in
Attend to guest queries
the hotel to address guest
requirement

20 develop a rapport with


Attend to guest queries
guests
21 listen carefully and interpret
Attend to guest queries
their requirement

22 interact with guest who has


Handle guest complaints
raised complaint

listen patiently to the


23 Handle guest complaints complaint / concerns of the
guests

sources for information


24 pertaining to employment
Handle guest complaints
terms, entitlements, job role
and responsibilities
reporting structure, inter-
25 dependent functions, lines
Handle guest complaints
and procedures in the work
area

26 how to greet the customers


Handle guest complaints
and engage them

27 Handle guest complaints site layout and obstacles

28 different products / services


Handle guest complaints
offered by the hotel
ways of marketing the
29 property: suggestive and up
Handle guest complaints
selling the hotel service
offerings

30 general occupancy rate in


Handle guest complaints
the hotel

31 develop a rapport with


Handle guest complaints
guests

use a hand-held device to


32 process debit/ credit card
Handle guest complaints
payments at customer’s or
company’s premises
assist duty manager in
recruitment by checking
33 Train and supervise front
whether job applicants
office staff
possess the skills demanded
by the job

identify training requirement


34 Train and supervise front
that can be provided to front
office staff
office employees

identify the latest


35 Train and supervise front
developments in front office
office staff
department globally

identify the process and best


36 Train and supervise front
practices being followed by
office staff
competitors
check the feasibility of any
37 Train and supervise front process changes that can be
office staff made in existing process in
the organization

38 Train and supervise front industry practices in front


office staff office operation

setting parameters of
39 Train and supervise front
performance evaluation of
office staff
front office staff

using social media tools for


40 Train and supervise front
information gathering and
office staff
dissemination
basic English and Foreign
41 Train and supervise front
language as relevant to the
office staff
job requirement

importance of being patient


42 Train and supervise front
and courteous with all types
office staff
of guests

43 Train and supervise front estimate the training time


office staff required for each role

receive job order and


44 Communicate with
instructions from reporting
customer and colleagues
superior
escalate unresolved
45 Communicate with
problems or complaints to
customer and colleagues
the relevant senior

exhibit trust, support and


46 Communicate with
respect to all the colleagues
customer and colleagues
in the workplace

47 Communicate with aim to achieve smooth


customer and colleagues workflow

help and assist colleagues


48 Communicate with
with information and
customer and colleagues
knowledge
how to record the job
49 Communicate with
activity as required on
customer and colleagues
various types of documents

how to use computer or


50 Communicate with smart phone to
customer and colleagues communicate effectively
and productively

51 Communicate with how to practice effective


customer and colleagues listening

communicate effectively
52 Communicate with
with the customers to build
customer and colleagues
a good rapport with them
53 Maintain customer-centric keep in mind the profiles of
service orientation expected customers

understand the target


54 Maintain customer-centric
customers and their needs as
service orientation
defined by the company

compulsively seek customer


55 Maintain customer-centric rating of service to help
service orientation develop a set of regularly
improved procedures

ingrain customer oriented


56 Maintain customer-centric
behaviour in service at all
service orientation
leve
57 Maintain customer-centric communicate effectively
service orientation with customers

engage with customer to


58 Maintain customer-centric
understand their
service orientation
expectations

greet the customers with a


Maintain standard of
59 handshake or appropriate
etiquette and hospitable
gesture based on the type of
conduct
customer on their arrival

Maintain standard of
60 ensure to offer transparent
etiquette and hospitable
prices
conduct
Maintain standard of
61 maintain fair and high
etiquette and hospitable
standards of practice
conduct

Maintain standard of
62 . maintain the social and
etiquette and hospitable
telephonic etiquette
conduct

Maintain standard of provide small gifts as token


63 etiquette and hospitable of appreciation and thanks
conduct giving to the customer

Maintain standard of procedural behavioural


64 etiquette and hospitable patterns framed by the
conduct organisation
Maintain standard of standard operating
65 etiquette and hospitable procedure and service
conduct quality standards

educate the tourists,


employers and the
66 Follow gender and age colleagues at workplace on
sensitive service practices women rights and the
respect that is to be given to
them

inform about methods


adopted to ensure safety and
67 Follow gender and age personal and baggage
sensitive service practices security of women, e.g.,
CCTV cameras, security
guards, women’s helpline

arrange for transport and


68 Follow gender and age
equipment as required by
sensitive service practices
senior citizens
how to educate female
69 Follow gender and age customers and colleagues on
sensitive service practices available facilities so that
they feel safe and secure

safety measures and


70 Follow gender and age procedures available for
sensitive service practices female colleagues and
customers

Maintain IPR of prevent leak of new plans


71 organisation and and designs to competitors
customers by reporting on time

Maintain IPR of be aware of any of


72 organisation and company’s product, service
customers or design patents
Maintain IPR of report IPR violations
73 organisation and observed in the market, to
customers supervisor or company head

keep the workplace


74 Maintain health and regularly clean and cleared-
hygiene off of food waste or other
litter

ensure that waste is


disposed-off as per
75 Maintain health and
prescribed standards or in
hygiene
trash cans earmarked for
waste disposal

ensure that the trash cans or


76 Maintain health and
waste collection points are
hygiene
cleared everyday
coordinate for the provision
77 Maintain health and
of adequate clean drinking
hygiene
water

78 Maintain health and ensure to get appropriate


hygiene vaccines regularly

79 Maintain health and health risks to the worker or


hygiene customer

80 Maintain health and safe disposal methods for


hygiene waste
81 Maintain safety at assess the various hazards in
workplace the work areas

82 Maintain safety at take necessary steps to


workplace eliminate or minimize them

83 Maintain safety at analyse the causes of


workplace accidents at the workplace

ensure to display safety


84 Maintain safety at signs at places where
workplace necessary for people to be
cautious
ensure electrical precautions
such as insulated clothing,
85 Maintain safety at adequate equipment
workplace insulation, dry work area,
switch off the power supply
when not required, etc

personal protective
86 Maintain safety at
equipment should be worn
workplace
and how it is cared for

precautionary activities to
87 Maintain safety at
be followed for work place
workplace
safety

understand from the


Learn a foreign or local
88 company, the typical foreign
language(s) including
or vernacular language
English
queries
Learn a foreign or local
89 learn keywords that may be
language(s) including
used to pose those queries
English

practice short oral


Learn a foreign or local
90 conversations in the
language(s) including
language, preferably, with
English
colleagues or fellow trainees

91 Revision Revision Revision

92 Reinforcement practice Reinforcement practice Reinforcement practice


93 Reinforcement practice Reinforcement practice Reinforcement practice

94 Reinforcement practice Reinforcement practice Reinforcement practice

95 Reinforcement practice Reinforcement practice Reinforcement practice

96 Reinforcement practice Reinforcement practice Reinforcement practice


97 Reinforcement practice Reinforcement practice Reinforcement practice
Period 2
10 AM to 11 AM
Subject Topic Inst code

inform front desk, bell


desk and security on
Facilitate a smooth stay
arrival of regular / VIP
for the guests at the hotel
guests and arrange for
requisites

inform airport
representative, travel desk
Facilitate a smooth stay
manager and concierge for
for the guests at the hotel
their service during guest
stay

effectively communicate
Facilitate a smooth stay
with the guest in a
for the guests at the hotel
professional manner

understand the guest


Facilitate a smooth stay
preference on room
for the guests at the hotel
selection
Facilitate a smooth stay company’s service level
for the guests at the hotel agreements and policies

organization policy on
Facilitate a smooth stay
documentation, reporting,
for the guests at the hotel
etc

Facilitate a smooth stay details of guest


for the guests at the hotel registration form

Facilitate a smooth stay list of regular guest /


for the guests at the hotel corporate relations
interpret and follow
Facilitate a smooth stay
operational instructions
for the guests at the hotel
and prioritise work

Facilitate a smooth stay develop a rapport with


for the guests at the hotel guests

importance of being
Facilitate a smooth stay
patient and courteous with
for the guests at the hotel
all types of guests

coordinate with different


department such as
Attend to guest queries housekeeping, food &
beverage, to fulfil guest
requirement
ensure the guest are
Attend to guest queries attended anytime on their
request

location of spa, pool,


Attend to guest queries
restaurant in the hotel

Attend to guest queries site layout and obstacles

different products /
Attend to guest queries services offered by the
hotel
history and information
Attend to guest queries
about the city, temple, etc.

operation of different
Attend to guest queries
types of door locks

operation of facilities in
Attend to guest queries the rooms such as TV, AC,
etc.

keep guests calm during


Attend to guest queries
issues
suggest customer on
Attend to guest queries
possible solutions

inform the guest that the


Handle guest complaints problem will be resolved
at the earliest

identify the feasibility of


any temporary solution
Handle guest complaints
and suggest it to the
customer

organization policy on
Handle guest complaints documentation, reporting,
etc
organization pricing,
Handle guest complaints
discount policy

company’s code of
Handle guest complaints
conduct

type of rooms available,


Handle guest complaints the facilities, tariff and
other details

Handle guest complaints handling guest complaints


handling hotel
Handle guest complaints
management system

operate property
management system for
Handle guest complaints
check in, check out, room
availability, etc

listen carefully and


Handle guest complaints
interpret their requirement

seek on-the-spot customer


Handle guest complaints feedback using hand-held
device
identify gaps between
Train and supervise front
available talent and
office staff
required skills

guide and train employees


Train and supervise front
on various front office
office staff
activities

inform the duty manager


Train and supervise front about the proposed
office staff changes and the benefits
arising from it

identify the functions of


Train and supervise front
all roles in the front office
office staff
department
maintain a positive
Train and supervise front
relationship with all front
office staff
office employees

Train and supervise front benefits of a process


office staff change

billing requirement for


Train and supervise front
billable to company,
office staff
group booking, etc

problems relating to 'Self


Train and supervise front
Reference Criterion' when
office staff
dealing with customers
Train and supervise front offers, discounts, tie ups
office staff with bank cards, etc

Train and supervise front being polite and courteous


office staff under all circumstances

Train and supervise front analyse the training


office staff requirement

deliver quality work on


Communicate with time and report any
customer and colleagues anticipated reasons for
delays
communicate
Communicate with maintenance and repair
customer and colleagues schedule proactively to
the superior

Communicate with seek assistance from the


customer and colleagues colleagues when required

identify the potential and


Communicate with
existing conflicts with the
customer and colleagues
colleagues and resolve

pass on essential
Communicate with
information to other
customer and colleagues
colleagues on timely basis
significance of helping
Communicate with
colleagues with specific
customer and colleagues
issues and problems

importance of meeting
Communicate with
quality and time standards
customer and colleagues
as a team

Communicate with communicate effectively


customer and colleagues with customers

use language that the


Communicate with
customer or colleague
customer and colleagues
understands
organize regular customer
Maintain customer-centric
events and feedback
service orientation
session frequently

build a good rapport with


Maintain customer-centric
the customers including
service orientation
the ones who complain

ensure clarity, honesty and


Maintain customer-centric
transparency with the
service orientation
customers

engage with customers on


Maintain customer-centric
without intruding on
service orientation
privacy
company standards and
Maintain customer-centric
effectiveness
service orientation
improvements pattern

resolve customer’s
concerns satisfactorily
Maintain customer-centric within timeframe
service orientation stipulated by the company
or as agreed with
customer or colleague

Maintain standard of
welcome the customers
etiquette and hospitable
with a smile
conduct

Maintain standard of
address the customers in a
etiquette and hospitable
respectable manner
conduct
Maintain standard of use their names as many
etiquette and hospitable times as possible during
conduct the conversation

use appropriate tone, pitch


Maintain standard of
and language to convey
etiquette and hospitable
politeness, assertiveness,
conduct
care and professionalism

demonstrate responsible
Maintain standard of
and disciplined
etiquette and hospitable
behaviours at the
conduct
workplace

Maintain standard of
methods for gaining
etiquette and hospitable
customer satisfaction
conduct
Maintain standard of
measure of customer
etiquette and hospitable
satisfaction
conduct

ensure that in the event of


terrorist attacks customers
Follow gender and age are calmly handled, led to
sensitive service practices safer places and instructed
properly in order to
achieve zero casualties

ensure the quality of


facilities and services
offered cater to the needs
Follow gender and age
of every individual, be it
sensitive service practices
man, woman, child,
particularly the very
young and the aged

provide entertainment
Follow gender and age programs and events
sensitive service practices suited for the children
tourists
how to be vigilant for
Follow gender and age
breach of safety at
sensitive service practices
smallest level

specific requirements of
Follow gender and age
different age-groups of
sensitive service practices
customers

read copyright clause of


Maintain IPR of
the material published on
organisation and
the internet and any other
customers
printed material

Maintain IPR of protect infringement upon


organisation and customer’s business or
customers design plans
consult supervisor or
Maintain IPR of senior management when
organisation and in doubt about using
customers information available
from customer

arrange for regular pest


Maintain health and
control activities at the
hygiene
workplace

to maintain records for


Maintain health and
cleanliness and
hygiene
maintenance schedule

ensure the workplace is


Maintain health and
well ventilated with fresh
hygiene
air supply
Maintain health and avoid serving adulterated
hygiene or contaminated food

undergo preventive health


Maintain health and
check-ups at regular
hygiene
intervals

Maintain health and


healthy work practices
hygiene

compliance norms for


Maintain health and established health and
hygiene hygiene procedures at
workplace
suggest measures to
Maintain safety at
prevent such accidents
workplace
from taking place

suggest methods to
Maintain safety at improve the existing
workplace safety procedures at the
workplace

be aware of the locations


Maintain safety at
of fire extinguishers,
workplace
emergency exits, etc

document all the first aid


treatments, inspections,
Maintain safety at
etc., conducted to keep
workplace
track of the safety
measures undertaken
comply with the
Maintain safety at established safety
workplace procedures of the
workplace

purpose and usage of


protective gears such as
Maintain safety at
gloves , protective
workplace
goggles, masks, etc. while
working

Maintain safety at optimal operation of tools


workplace and electrical equipment

Learn a foreign or local


speak without hesitation
language(s) including
and fear of being incorrect
English
express coherently in
Learn a foreign or local
complete sentences over a
language(s) including
variety of topics, albeit
English
with effort

Learn a foreign or local exhibit basic range of


language(s) including vocabulary and range of
English expression

Revision Revision Revision

Reinforcement practice Reinforcement practice Reinforcement practice


Reinforcement practice Reinforcement practice Reinforcement practice

Reinforcement practice Reinforcement practice Reinforcement practice

Reinforcement practice Reinforcement practice Reinforcement practice

Reinforcement practice Reinforcement practice Reinforcement practice


Reinforcement practice Reinforcement practice Reinforcement practice
Period 3
11 AM to 12 PM
Subject Topic Inst code

greet the guests as they


Facilitate a smooth stay arrive at the hotel
for the guests at the hotel premises as per
organizational standards

ensure that the guests feel


Facilitate a smooth stay
comfortable with the
for the guests at the hotel
arrangements

understand the
Facilitate a smooth stay requirements and
for the guests at the hotel expectations of the guest
from the hotel

Facilitate a smooth stay block the preferred room


for the guests at the hotel for regular / VIP guests
Facilitate a smooth stay company’s code of
for the guests at the hotel conduct

sources for information


Facilitate a smooth stay pertaining to employment
for the guests at the hotel terms, entitlements, job
role and responsibilities

Facilitate a smooth stay checks and processes for


for the guests at the hotel VIP stay

Facilitate a smooth stay check in and check-out


for the guests at the hotel process of the hotel
interpret and follow
Facilitate a smooth stay
operational instructions
for the guests at the hotel
and prioritise work

Facilitate a smooth stay listen carefully and


for the guests at the hotel interpret their requirement

Facilitate a smooth stay being polite and courteous


for the guests at the hotel under all circumstances

inform travel desk on


guest requirement such as
Attend to guest queries
cab booking, sight-seeing,
travel ticket booking, etc
answer to guest queries
regarding any offerings
Attend to guest queries within the hotel, nearby
tourist or office locations,
etc.

different cuisines offered


Attend to guest queries
in the in-house restaurant

material movement,
Attend to guest queries storage and material
return policy

organization quality and


Attend to guest queries
hygiene standards policy
Attend to guest queries behavioural etiquette

personal grooming
Attend to guest queries
standards

levels of personal hygiene


required at the workplace
Attend to guest queries and why it is important to
maintain them during
work

importance of personal
Attend to guest queries
grooming
significance of etiquette
such as maintaining the
appropriate physical
Attend to guest queries distance with guest during
conversation, not entering
guestroom without
permission

arrange for alternatives


for the guests such as
Handle guest complaints transfer of rooms,
arranging for materials,
etc

identify the nature of the


Handle guest complaints
problem

company’s service level


Handle guest complaints
agreements and policies
organization culture and
Handle guest complaints
typical customer profile

relevant occupational
health and safety
Handle guest complaints
requirements applicable in
the work place

analysing and finding the


Handle guest complaints
reason for the issue

identify the department /


Handle guest complaints
individual to fix the issue
maintain guest log with
Handle guest complaints check in and check out
details

rules and regulations of


Handle guest complaints
the hotels (for guests)

keep guests calm during


Handle guest complaints
issues

use in-house software and


Handle guest complaints menus there in to register
and serve the guest
ensure all front office
Train and supervise front employees are well
office staff trained in front desk
activities

ensure that the proposed


Train and supervise front training will be beneficial
office staff to the employees as well
as to the organization

inform duty manager


about the performance of
Train and supervise front the employees thereby
office staff assisting in the
performance management
process

maintain a track record of


Train and supervise front the various activities
office staff performed by the
employees
establish a platform for
strong two – way
Train and supervise front
communication between
office staff
the individual and
subordinates

safety procedures to be
Train and supervise front
followed while handling
office staff
cash

Train and supervise front web-search and internet


office staff surfing

what permits and checks


Train and supervise front
are required for working
office staff
on the premises
interpret and follow
Train and supervise front
operational instructions
office staff
and prioritise work

Train and supervise front listen to employee issues


office staff and resolve them

use a hand-held device to


Train and supervise front process debit/ credit card
office staff payments at customer’s or
company’s premises

Communicate with receive feedback on work


customer and colleagues standards
document the completed
Communicate with
work schedule and
customer and colleagues
handover to the superior

maintain the etiquette, use


polite language,
Communicate with demonstrate responsible
customer and colleagues and disciplined
behaviours to the
colleagues

put team over individual


goals and multi task or
Communicate with
share work where
customer and colleagues
necessary supporting the
colleagues

highlight any errors of


Communicate with
colleagues, help to rectify
customer and colleagues
and ensure quality output
develop good rapport with
Communicate with the customers and
customer and colleagues promote suitable products
and services

significance of team
Communicate with coordination and
customer and colleagues productivity targets of the
organisation

effective use of voice tone


Communicate with
and pitch for
customer and colleagues
communication

use the communications


Communicate with systems of the company,
customer and colleagues e.g., telephone, fax, public
announcement systems
have frequent discussions
with regular customers on
Maintain customer-centric general likes and dislikes
service orientation in the market, latest
trends, customer
expectations, etc.

receive regular feedbacks


from the clients on current
Maintain customer-centric
service, complaints, and
service orientation
improvements to be made,
etc.

Maintain customer-centric treat the customers fairly


service orientation and with due respect

focus on executing
Maintain customer-centric company’s marketing
service orientation strategies and product
development
use the communications
Maintain customer-centric systems of the company,
service orientation e.g., telephone, fax, public
announcement systems

Maintain customer-centric E-mail and use Internet


service orientation for communicating

Maintain standard of
ensure to maintain eye
etiquette and hospitable
contact
conduct

Maintain standard of
do not eat or chew while
etiquette and hospitable
talking
conduct
Maintain standard of
ensure not to be too loud
etiquette and hospitable
while talking
conduct

escalate grievances and


Maintain standard of problems to appropriate
etiquette and hospitable authority as per procedure
conduct to resolve them and avoid
conflict

Maintain standard of use appropriate titles and


etiquette and hospitable terms of respect to the
conduct customers

Maintain standard of significance of brand


etiquette and hospitable enhancement via word-of-
conduct mouth
Maintain standard of
the hospitality and
etiquette and hospitable
tourism environment
conduct

. be aware of the customer


unique needs and wants of
each category of
Follow gender and age
customer, e.g., for an
sensitive service practices
infant, for a young
woman, for an old person,
others

coordinate with team to


meet these unique needs,
Follow gender and age
also keeping in mind their
sensitive service practices
diverse cultural
backgrounds

educate parents and


attendants of senior
Follow gender and age citizens on basic
sensitive service practices safeguards and procedures
for them in case of
emergencies
Follow gender and age process of handling and
sensitive service practices reporting abuse

gender specific
Follow gender and age
requirements of different
sensitive service practices
types of customer

Maintain IPR of report any infringement


organisation and observed by anyone in the
customers company

Maintain IPR of
organisation and patents and IPR laws
customers
how IPR protection is
Maintain IPR of
important for
organisation and
competitiveness of a
customers
company

check the air conditioner


Maintain health and and other mechanical
hygiene systems on a regular basis
and maintain them well

ensure the workplace is


Maintain health and
provided with sufficient
hygiene
lighting

ensure clean work


Maintain health and environment where food
hygiene is stored, prepared,
displayed and served
take prompt treatment
Maintain health and
from the doctor in case of
hygiene
illness

food safety and hygiene


Maintain health and standards as stipulated by
hygiene FSSAI, HACCP and ISO
22000

Maintain health and equipment and hand swab


hygiene tests

Maintain health and safe handling of


hygiene chemicals
Maintain safety at practice correct
workplace emergency procedures

Maintain safety at check and review the


workplace storage areas frequently

stack items in an
organized way and use
Maintain safety at safe lifting techniques to
workplace reduce risk of injuries
from handling procedures
at the storage areas

report to the supervisor on


Maintain safety at
any problems and hazards
workplace
identified
adhere to safety standards
Maintain safety at
and ensure no material
workplace
damage

Maintain safety at how to provide the first


workplace aid treatment at workplace

emergency procedures to
Maintain safety at be followed in case of an
workplace mishap such as fire
accidents, etc.

Learn a foreign or local seek to improve language


language(s) including proficiency to ‘working
English knowledge’ level
Learn a foreign or local
company’s policies on use
language(s) including
of language
English

Learn a foreign or local


company’s Human
language(s) including
Resources policies
English

Revision Revision Revision

Reinforcement practice Reinforcement practice Reinforcement practice


Reinforcement practice Reinforcement practice Reinforcement practice

Reinforcement practice Reinforcement practice Reinforcement practice

Computers Practice 6

Computers Practice 6
Computers Practice 6
Activity Cum Lesson Planner - Guest Relations Manager
Period 4
12 PM to 1 PM
Subject Topic Inst code

Module coverage
English Why learning English is
important

Recall alphabets
English Recall vowels and
consonants

Family Relationships
- Some common
English occupations
- Names of fruits and
vegetables, Animals

English Student Activity


English Student Activity

English Grammar, Parts of speech

English Grammar, Parts of speech

English Grammar, Parts of speech


English Grammar, Parts of speech

English Grammar, Parts of speech

English Grammar, Parts of speech

English Grammar, Parts of speech


English Grammar, Parts of speech

English Grammar, Parts of speech

English Grammar, Parts of speech

English Tenses
English Tenses

English Tenses

English Tenses

English Tenses
English Tenses

English Tenses

English Tenses

English Tenses
English Tenses

Articles, Active Voice,


English Passive Voice

Articles, Active Voice,


English Passive Voice

Articles, Active Voice,


English Passive Voice
Articles, Active Voice,
English Passive Voice

Articles, Active Voice,


English Passive Voice

Articles, Active Voice,


English Passive Voice

Articles, Active Voice,


English Passive Voice
Articles, Active Voice,
English Passive Voice

English Writing and Speaking

English Writing and Speaking

English Writing and Speaking


English Writing and Speaking

English Writing and Speaking

English Writing and Speaking

English Reading Dolch List


English Reading Dolch List

English Reading Dolch List

English Reading Dolch List

English Idioms/ Phrases


English Idioms/ Phrases

English Reading Paragraphs

English Idioms/ Phrases

English Idioms/ Phrases


English Writing and Speaking

English Writing and Speaking

English Writing and Speaking

English Writing and Speaking


English Writing and Speaking

English Writing and Speaking

English Writing and Speaking

English Writing and Speaking


Articles, Active Voice,
English Passive Voice

Articles, Active Voice,


English Passive Voice

Articles, Active Voice,


English Passive Voice

Articles, Active Voice,


English Passive Voice
Articles, Active Voice,
English Passive Voice

Articles, Active Voice,


English Passive Voice

Articles, Active Voice,


English Passive Voice

Articles, Active Voice,


English Passive Voice
Articles, Active Voice,
English Passive Voice

Articles, Active Voice,


English Passive Voice

Articles, Active Voice,


English Passive Voice

Articles, Active Voice,


English Passive Voice
Articles, Active Voice,
English Passive Voice

Articles, Active Voice,


English Passive Voice

Articles, Active Voice,


English Passive Voice

Articles, Active Voice,


English Passive Voice
Articles, Active Voice,
English Passive Voice

Articles, Active Voice,


English Passive Voice

Articles, Active Voice,


English Passive Voice

Articles, Active Voice,


English Passive Voice
English Writing and Speaking

English Writing and Speaking

English Writing and Speaking

English Writing and Speaking


English Writing and Speaking

English Writing and Speaking

English Writing and Speaking

English Writing and Speaking


English Writing and Speaking

English Writing and Speaking

English Writing and Speaking

English Writing and Speaking


English Writing and Speaking

English Writing and Speaking

Importance of Soft Skills


Soft Skills - Meaning of Soft Skills 5
- How to improve soft skill

Communication Skills
Soft Skills 5
- Verbal communication
Communication Skills
Soft Skills 5
- Verbal communication

Communication Skills
- Non Verbal
Soft Skills 5
Communication
- (Body Language)

Communication Skills
- Non Verbal
Soft Skills 5
Communication
- (Body Language)

Soft Skills Enhanced listening skills 5


Soft Skills Enhanced listening skills 5
ner - Guest Relations Manager
Period 5
1.30 PM to 2.30 PM
Subject Topic Inst code

Facilitate a smooth stay


discount policy
for the guests at the hotel

type of rooms available,


Facilitate a smooth stay
the facilities, tariff and
for the guests at the hotel
other details

Facilitate a smooth stay hotel offering and services


for the guests at the hotel available

Facilitate a smooth stay


site layout and obstacles
for the guests at the hotel
how to greet the
Facilitate a smooth stay
customers and engage
for the guests at the hotel
them

reporting structure, inter-


Facilitate a smooth stay dependent functions, lines
for the guests at the hotel and procedures in the
work area

Facilitate a smooth stay task of roles in front desk


for the guests at the hotel office

discount, schemes,
Facilitate a smooth stay incentives, loyalty
for the guests at the hotel program offered by the
hotel
Reinforcement practice Reinforcement practice

Facilitate a smooth stay keep guests calm during


for the guests at the hotel issues

Facilitate a smooth stay listen to employee issues


for the guests at the hotel and resolve them

assist guests on their


query regarding ideal
Attend to guest queries transportation, restaurants
in the city, shopping area,
etc
attend and respond to the
clarification requested on
Attend to guest queries operation of any
equipment / controls
inside the room

reporting structure, inter-


Attend to guest queries dependent functions, lines
and procedures

sources for information


pertaining to employment
Attend to guest queries
terms, entitlements, job
role and responsibilities

company’s code of
Attend to guest queries
conduct
significance of giving
Attend to guest queries
attention to details

what permits and checks


Attend to guest queries are required for working
on the premises

interpret and follow


Attend to guest queries operational instructions
and prioritise work

importance of being
Attend to guest queries patient and courteous with
all types of guests
being polite and courteous
Attend to guest queries
under all circumstances

identify whether the


problem is caused due to
Handle guest complaints
negligence of any of front
office staffs

identify the appropriate


Handle guest complaints contact person for
resolving the issue

legislation, standards,
policies, and procedures
followed in the company
Handle guest complaints
relevant to own
employment and
performance conditions
identify whether the
customer is dissatisfied
Handle guest complaints
and offer discount to gain
customer loyalty

ensure that the customer


Handle guest complaints feels good and satisfied
about the service offered

dealing with guest during


Handle guest complaints
complaints

avoiding redundant
Handle guest complaints
mistake / negligence
what permits and checks
Handle guest complaints are required for working
on the premises

significance of giving
Handle guest complaints
attention to details

suggest customer on
Handle guest complaints
possible solutions

asssess and estimate


Handle guest complaints manpower required for
guest assistance
identifying training
Train and supervise front requirement based on
office staff repeated mistakes, issues,
customer feedback

Train and supervise front technology intervention in


office staff hotel management

Train and supervise front company’s code of


office staff conduct

Train and supervise front organization culture and


office staff typical customer profile
relevant occupational
Train and supervise front health and safety
office staff requirements applicable in
the work place

communicate with people


Train and supervise front in respectful form and
office staff manner in line with
organizational protocol

communicate effectively
Train and supervise front
with guests and respond
office staff
to their queries

fill guest registration form


Train and supervise front
by getting details form
office staff
guests
Train and supervise front complete appropriate
office staff documentation

seek to improve and


Train and supervise front
modify own work
office staff
practices

use a hand-held device to


record and generate
Train and supervise front service completion
office staff confirmation at
customer’s or company’s
premises

Communicate with
customer and colleagues
Communicate with
customer and colleagues

ask more questions to the


Communicate with
customers and identify
customer and colleagues
their needs

possess strong knowledge


Communicate with
on the product, services
customer and colleagues
and market

communicate with the


Communicate with customers in a polite,
customer and colleagues professional and friendly
manner
inform the customers on
any issues or problems
Communicate with
before hand and also on
customer and colleagues
the developments
involving them

ensure to respond back to


Communicate with the customer immediately
customer and colleagues for their voice messages,
e-mails, etc.

how to demonstrate ethics


Communicate with
and convey discipline to
customer and colleagues
the customers

communicate effectively
Communicate with
with superior to achieve
customer and colleagues
smooth workflow
willingly accept and
implement new and
Maintain customer-centric
innovative products and
service orientation
services that help improve
customer satisfaction

Maintain customer-centric ensure that customer


service orientation expectations are met

focus on enhancing brand


Maintain customer-centric
value of company through
service orientation
customer satisfaction

Maintain customer-centric learn to read customers’


service orientation needs and wants
fill up documentation
Maintain customer-centric
pertaining to one’s role in
service orientation
customer satisfaction

interact with team


Maintain customer-centric
members to work
service orientation
efficiently

Maintain standard of . maintain proper books of


etiquette and hospitable accounts for payment due
conduct and received

Maintain standard of answer the telephone


etiquette and hospitable quickly and respond back
conduct to mails faster
Maintain standard of
ensure not to argue with
etiquette and hospitable
the customer
conduct

Maintain standard of
etiquette and hospitable use polite language
conduct

maintain professionalism
Maintain standard of
and procedures to handle
etiquette and hospitable
customer grievances and
conduct
complaints

Maintain standard of significance of


etiquette and hospitable professional and polite
conduct etiquette and behaviour
Maintain standard of the need and reason for
etiquette and hospitable achieving customer
conduct satisfaction

ensure a fair and equal


pay to the women as men,
Follow gender and age more of formal training,
sensitive service practices advancement
opportunities, better
benefits, etc.

treat women equally


across both the horizontal
Follow gender and age
as well as vertical
sensitive service practices
segregation of roles in the
workplace

ensure availability of
Follow gender and age
medical facilities and
sensitive service practices
doctor
how to maintain
customers’ and
Follow gender and age
colleagues’ safety without
sensitive service practices
making the environment
threatening

Follow gender and age company’s customer


sensitive service practices profile

Maintain IPR of significance of damages


organisation and resulting from IPR
customers infringement

Maintain IPR of
industrial and political
organisation and
espionages
customers
Maintain IPR of
company’s policies on
organisation and
intellectual property rights
customers

ensure adequate supply of


cleaning consumables
Maintain health and
such as equipment,
hygiene
materials, chemicals,
liquids

identify and report poor


Maintain health and organizational practices
hygiene with respect to hygiene,
food handling, cleaning

ensure safe and clean


handling and disposal of
Maintain health and linen and laundry, storage
hygiene area, accommodation,
public areas, storage
areas, garbage areas, etc.
wash hands on using these
Maintain health and tissues after coughing and
hygiene sneezing and after using
the wastes

ensure to use single use


Maintain health and
tissue and dispose these
hygiene
tissues immediately

Maintain health and


internal hygiene-audit tests
hygiene

receive instructions from


Maintain health and
doctor and supervisor on
hygiene
medical care
ensure to be safe while
Maintain safety at handling materials, tools,
workplace acids, chemicals,
detergents, etc.

store the chemicals and


Maintain safety at acids in a well-ventilated
workplace and locked areas with
warning signs displayed

ensure safe techniques


Maintain safety at
while moving furniture
workplace
and fixtures

ensure the workers have


Maintain safety at
access to first aid kit when
workplace
needed
ensure all equipment and
Maintain safety at tools are stored and
workplace maintained properly and
safe to use

significance of accidental
Maintain safety at
risks to the worker and
workplace
productivity loss

standard operating
Maintain safety at procedure for safety drills
workplace and equipment
maintenance

Learn a foreign or local


company’s reporting
language(s) including
structure
English
Learn a foreign or local
UN standards of language
language(s) including
proficiency
English

Learn a foreign or local


company’s customer
language(s) including
profile
English

Revision Revision Revision

Reinforcement practice Reinforcement practice Reinforcement practice


Reinforcement practice Reinforcement practice Reinforcement practice

Reinforcement practice Reinforcement practice Reinforcement practice

Reinforcement practice Reinforcement practice Reinforcement practice

Reinforcement practice Reinforcement practice Reinforcement practice


Reinforcement practice Reinforcement practice Reinforcement practice
Period 6
2.30 PM to 3.30 PM
Subject Topic Inst code

Definition of a computer
Computers Basic Operations of a 1
computer

Computers History of Computers 1

Block diagram of a
Computers 1
computer Hardware

Basic Terms
Computers 1
Operating system
Input/Output devices
Computers 5
Central Processing Unit

Specifications of a
Computers 5
computer

Application softwares
Computers 6
Student activity

Computers Student Activity 6


Windows Nomenclature
Computers 5
Creating Files and Folders

Windows Nomenclature
Computers 5
Creating Files and Folders

Installing simple
Computers 5
softwares

Installing simple
Computers 5
softwares
MS Word
- Use of MS word
- Word Processing
Computers 6
concepts
- Create, Save, Edit,
Format a document

MS Word
- Use of MS word
- Word Processing
Computers 6
concepts
- Create, Save, Edit,
Format a document

MS Word
- Use of MS word
- Word Processing
Computers 6
concepts
- Create, Save, Edit,
Format a document

MS Word
- Use of MS word
- Word Processing
Computers 6
concepts
- Create, Save, Edit,
Format a document
MS Word
- Use of MS word
- Word Processing
Computers 6
concepts
- Create, Save, Edit,
Format a document

MS Word
- Use of MS word
- Word Processing
Computers 6
concepts
- Create, Save, Edit,
Format a document

MS Word
- Use of MS word
- Word Processing
Computers 6
concepts
- Create, Save, Edit,
Format a document

MS Word
- Use of MS word
- Word Processing
Computers 6
concepts
- Create, Save, Edit,
Format a document
MS Word
- Use of MS word
- Word Processing
Computers 6
concepts
- Create, Save, Edit,
Format a document

MS Word
- Use of MS word
- Word Processing
Computers 6
concepts
- Create, Save, Edit,
Format a document

MS Word
- Use of MS word
- Word Processing
Computers 6
concepts
- Create, Save, Edit,
Format a document

MS Word
- Use of MS word
- Word Processing
Computers 6
concepts
- Create, Save, Edit,
Format a document
MS Word
- Use of MS word
- Word Processing
Computers 6
concepts
- Create, Save, Edit,
Format a document

MS Word
- Use of MS word
- Word Processing
Computers 6
concepts
- Create, Save, Edit,
Format a document

MS Word
- Use of MS word
- Word Processing
Computers 6
concepts
- Create, Save, Edit,
Format a document

MS Word
- Use of MS word
- Word Processing
Computers 6
concepts
- Create, Save, Edit,
Format a document
MS Word
- Use of MS word
- Word Processing
Computers 6
concepts
- Create, Save, Edit,
Format a document

MS Word
- Use of MS word
- Word Processing
Computers 6
concepts
- Create, Save, Edit,
Format a document

Computers Typing Tutor 6

Computers Typing Tutor 6


Computers Typing Tutor 6

Computers Typing Tutor 6

Computers Typing Tutor 6

Computers Typing Tutor 6


Computers Typing Tutor 6

Computers Typing Tutor 6

Computers Typing Tutor 6

Computers Typing Tutor 6


Computers Typing Tutor 6

Computers Typing Tutor 6

Computers Typing Tutor 6

Computers Typing Tutor 6


Computers Typing Tutor 6

Computers Typing Tutor 6

Use of MS Excel
- Understand Electronic
Computers Spread sheet concepts 6
- Create, Save, Edit and
format a spread sheet

Use of MS Excel
- Understand Electronic
Computers Spread sheet concepts 6
- Create, Save, Edit and
format a spread sheet
Use of MS Excel
- Understand Electronic
Computers Spread sheet concepts 6
- Create, Save, Edit and
format a spread sheet

Use of MS Excel
- Understand Electronic
Computers Spread sheet concepts 6
- Create, Save, Edit and
format a spread sheet

Use of MS Excel
- Understand Electronic
Computers Spread sheet concepts 6
- Create, Save, Edit and
format a spread sheet

T: Computers
Use of PowerPoints
Computers 6
Create, Save, Edit, Format
a New Presentation
Use of internet
- Understand the concept
of URL
Computers 6
- Creating an e-mail
account
- Send and Receive mails

Use of internet
- Understand the concept
of URL
Computers 6
- Creating an e-mail
account
- Send and Receive mails

Use of internet
- Understand the concept
of URL
Computers 6
- Creating an e-mail
account
- Send and Receive mails

Use of internet
- Understand the concept
of URL
Computers 6
- Creating an e-mail
account
- Send and Receive mails
Use of internet
- Understand the concept
of URL
Computers 6
- Creating an e-mail
account
- Send and Receive mails

Use of internet
- Understand the concept
of URL
Computers 6
- Creating an e-mail
account
- Send and Receive mails

Use of internet
- Understand the concept
of URL
Computers 6
- Creating an e-mail
account
- Send and Receive mails

Computers Practice 6
Computers Practice 6

Computers Practice 7

Computers Practice 8

Computers Practice 9
Computers Practice 10

Computers Practice 11

Computers Practice 12

Computers Practice 13
Computers Practice 14

Computers Practice 15

Computers Practice 16

Computers Practice 17
Computers Practice 18

Computers Practice 19

Computers Practice 20

Computers Practice 21
MS Word
- Use of MS word
- Word Processing
Computers concepts
- Create, Save, Edit,
Format a document

MS Word
- Use of MS word
- Word Processing
Computers concepts
- Create, Save, Edit,
Format a document

MS Word
- Use of MS word
- Word Processing
Computers concepts
- Create, Save, Edit,
Format a document

MS Word
- Use of MS word
- Word Processing
Computers concepts
- Create, Save, Edit,
Format a document
MS Word
- Use of MS word
- Word Processing
Computers concepts
- Create, Save, Edit,
Format a document

MS Word
- Use of MS word
- Word Processing
Computers concepts
- Create, Save, Edit,
Format a document

MS Word
- Use of MS word
- Word Processing
Computers concepts
- Create, Save, Edit,
Format a document

MS Word
- Use of MS word
- Word Processing
Computers concepts
- Create, Save, Edit,
Format a document
MS Word
- Use of MS word
- Word Processing
Computers concepts
- Create, Save, Edit,
Format a document

MS Word
- Use of MS word
- Word Processing
Computers concepts
- Create, Save, Edit,
Format a document

MS Word
- Use of MS word
- Word Processing
Computers concepts
- Create, Save, Edit,
Format a document

MS Word
- Use of MS word
- Word Processing
Computers concepts
- Create, Save, Edit,
Format a document
MS Word
- Use of MS word
- Word Processing
Computers concepts
- Create, Save, Edit,
Format a document

MS Word
- Use of MS word
- Word Processing
Computers concepts
- Create, Save, Edit,
Format a document

Computers Practice 7

Computers Practice 8
Computers Practice 9

Computers Practice 10

Computers Practice 11

Computers Practice 12
Computers Practice 13
Period 7
3.30 PM to 4.30 PM
Subject Topic Inst code

ensure their stay is


recorded in the
Facilitate a smooth stay membership program and
for the guests at the hotel points / rewards are
credited to their member
account

ensure the guest are aware


Facilitate a smooth stay of the various other
for the guests at the hotel facilities and amenities
available in the hotel

inform the guest about the


benefits of the loyalty
Facilitate a smooth stay programs of the hotel,
for the guests at the hotel who are unaware, and
pursue them to join the
program

Facilitate a smooth stay identify the check-out


for the guests at the hotel time of the guest
ensure that the bell boy
Facilitate a smooth stay
arranges for luggage
for the guests at the hotel
transfer

Facilitate a smooth stay rules and regulations of


for the guests at the hotel the hotels (for guests)

Facilitate a smooth stay documentation and


for the guests at the hotel recording of guest details

Facilitate a smooth stay hotel service standards


for the guests at the hotel and guidelines
fill guest registration form
Facilitate a smooth stay
by getting details form
for the guests at the hotel
guests

Facilitate a smooth stay suggest customer on


for the guests at the hotel possible solutions

seek to improve and


Facilitate a smooth stay
modify own work
for the guests at the hotel
practices

deliver message (if any) to


Attend to guest queries
the guest on time
inform guest if there on
Attend to guest queries
any visitors

revert to guest on any


request on time (turn-
Attend to guest queries
around time as per
organization guideline)

ensure the guest are


Attend to guest queries
satisfied all the time

organization culture and


Attend to guest queries
typical customer profile
Attend to guest queries listen without internal talk

communicate effectively
Attend to guest queries with guests and respond
to their queries

discuss with front office


Attend to guest queries associate on guest and
room details

seek to improve and


Attend to guest queries modify own work
practices
to estimate effort required
Attend to guest queries
for front desk operation

estimate the time duration


Handle guest complaints within which the issue
will be resolved

ensure that the customer is


updated regarding the
Handle guest complaints
actions that are being
taken

maintain a record of
history of such incidents,
Handle guest complaints
nature of occurrence and
their solution
ensure whether the
concerned
person/department has
Handle guest complaints taken appropriate
measures to prevent the
problem for occurring in
the future

ensure that the customer


Handle guest complaints feels comfortable with the
resolution

train employees on
Handle guest complaints
avoiding mistakes

taking precautionary steps


Handle guest complaints to avoid damage /
negligence
complete appropriate
Handle guest complaints
documentation

interpret and follow


Handle guest complaints operational instructions
and prioritise work

importance of personal
Handle guest complaints
grooming

seek to improve and


Handle guest complaints modify own work
practices
tasks of different sections
within front office
Train and supervise front operation such as front
office staff desk, bell desk, travel
desk, airport
representation, etc

roles, responsibilities,
Train and supervise front skill requirement of
office staff different job roles in front
office

material movement,
Train and supervise front
storage and material
office staff
return policy

Train and supervise front organization quality and


office staff hygiene standards policy
sources for information
Train and supervise front pertaining to employment
office staff terms, entitlements, job
role and responsibilities

Train and supervise front listen carefully and


office staff interpret their requirement

Train and supervise front keep guests calm during


office staff issues

plan and allocate task to


Train and supervise front
associates based on their
office staff
competence
Train and supervise front interact in language the
office staff guest is comfortable

Train and supervise front to estimate effort required


office staff for front desk operation

seek on-the-spot customer


Train and supervise front
feedback using hand-held
office staff
device

Communicate with
customer and colleagues
Communicate with
customer and colleagues

build effective but


Communicate with
impersonal relationship
customer and colleagues
with the customers

ensure the appropriate


Communicate with
language and tone are
customer and colleagues
used to the customers

Communicate with listen actively in a two


customer and colleagues way communication
maintain a positive,
Communicate with
sensible and cooperative
customer and colleagues
manner all time

ensure to maintain a
proper body language,
Communicate with
dress code, gestures and
customer and colleagues
etiquettes towards the
customers

how to build effective


Communicate with working relationship with
customer and colleagues mutual trust and respect
within the team

fill up documentation
Communicate with
pertaining to job
customer and colleagues
requirement
Maintain customer-centric importance of gaining
service orientation customer satisfaction

methods of engaging with


Maintain customer-centric
the customers effectively
service orientation
and professionally

offer promotions to
Maintain customer-centric improve product
service orientation satisfaction level to the
customers periodically

communicate feedback of
Maintain customer-centric customer to senior,
service orientation especially, the negative
feedback
significance of being
transparent and courteous
Maintain customer-centric under all circumstances
service orientation involving customer
interaction without losing
composure

the variety of common


Maintain customer-centric
and unscheduled requests
service orientation
to expect

Maintain standard of
listen attentively and
etiquette and hospitable
answer back politely
conduct

Maintain standard of maintain personal


etiquette and hospitable integrity and ethical
conduct behaviour
Maintain standard of
etiquette and hospitable dress professionally
conduct

offer friendly, courteous


Maintain standard of and hospitable service and
etiquette and hospitable assistance to the customer
conduct upholding levels and
responsibility

provide assistance to the


Maintain standard of
customers maintaining
etiquette and hospitable
positive sincere attitude
conduct
and etiquette

Maintain standard of
etiquette and hospitable gain customer loyalty
conduct
Maintain standard of company’s policies on
etiquette and hospitable behavioural etiquette and
conduct professionalism

involve women in the


Follow gender and age decision making
sensitive service practices processes and
management professions

avoid specific
Follow gender and age
discrimination and give
sensitive service practices
women their due respect

motivate the women in the


Follow gender and age
work place towards
sensitive service practices
utilizing their skills
different types of potential
Follow gender and age security threats to
sensitive service practices domestic and international
tourists

company’s policies on
Follow gender and age
gender sensitive service
sensitive service practices
practices at workplace

Maintain IPR of company’s IPR


organisation and infringement reporting
customers policy

Maintain IPR of
company’s reporting
organisation and
structure
customers
Maintain IPR of
company’s documentation
organisation and
policy
customers

ensure to clean the store


Maintain health and
areas with appropriate
hygiene
materials and procedures

identify the different types


of wastes, e.g., liquid,
Maintain health and
solid, food, non-food, and
hygiene
the ways of handling them
for disposal

wash hands on a regular


basis, particularly on
Maintain health and touching any dirty
hygiene surfaces, before and after
handling food, after using
the toilet, etc.
report on personal health
Maintain health and issues related to injury,
hygiene food, air and infectious
diseases

ensure not to go for work


Maintain health and if unwell, to avoid the risk
hygiene of being spread to other
people

personal protective
Maintain health and
equipment to be worn and
hygiene
care

Maintain health and acceptable ventilation


hygiene standards
ensure to reduce risk of
Maintain safety at
injury from use of
workplace
electrical tools

read the manufacturer’s


Maintain safety at
manual carefully before
workplace
use of any equipment

unplug the electrical


equipment before
Maintain safety at
performing housekeeping,
workplace
cleaning and maintenance
to avoid injuries

use flat surfaces, secure


Maintain safety at holding and protective
workplace wear while using such
sharp tools
practice ergonomic lifting,
Maintain safety at
bending, or moving
workplace
equipment and supplies

reporting procedure or
Maintain safety at hierarchy for signs of
workplace damage and potential
hazards

Maintain safety at material handling


workplace procedure

Learn a foreign or local


preferred languages of
language(s) including
usual customers
English
Learn a foreign or local
geographical variations of
language(s) including
spoken languages
English

Learn a foreign or local how to use the correct


language(s) including terms as appropriate for
English the situation

Revision Revision Revision

Reinforcement practice Reinforcement practice Reinforcement practice


Reinforcement practice Reinforcement practice Reinforcement practice

Reinforcement practice Reinforcement practice Reinforcement practice

Reinforcement practice Reinforcement practice Reinforcement practice

Reinforcement practice Reinforcement practice Reinforcement practice


Reinforcement practice Reinforcement practice Reinforcement practice
Period 8
4.30 PM to 5.30 PM
Subject Topic Inst code

relevant occupational
Facilitate a smooth stay health and safety
for the guests at the requirements
hotel applicable in the work
place

legislation, standards,
policies, and
Facilitate a smooth stay procedures followed in
for the guests at the the company relevant
hotel to own employment
and performance
conditions

Facilitate a smooth stay get information on


for the guests at the their next visit to the
hotel hotel

interact and receive


Facilitate a smooth stay feedback from the
for the guests at the guest on their
hotel experience with the
hotel
Facilitate a smooth stay assist guest on
for the guests at the payment and other
hotel formalities

Facilitate a smooth stay


significance of giving
for the guests at the
attention to details
hotel

Facilitate a smooth stay


personal grooming
for the guests at the
standards
hotel

regulatory
Facilitate a smooth stay requirements involved
for the guests at the during guest
hotel registration and bill
payment
Facilitate a smooth stay
interact in language the
for the guests at the
guest is comfortable
hotel

Facilitate a smooth stay


importance of personal
for the guests at the
grooming
hotel

Facilitate a smooth stay to estimate effort


for the guests at the required for front desk
hotel operation

arrange and deliver


any materials /
Attend to guest queries
consumables requested
in the front office
ensure that the guest is
Attend to guest queries not left unattended at
any point of time

legislation, standards,
policies, and
procedures followed in
Attend to guest queries the company relevant
to own employment
and performance
conditions

relevant occupational
health and safety
Attend to guest queries requirements
applicable in the work
place

company’s service
Attend to guest queries level agreements and
policies
communicate with
people in respectful
Attend to guest queries form and manner in
line with
organizational protocol

plan improving skills


through participation
Attend to guest queries in on-the-job and other
learning, training and
development programs

plan and allocate task


Attend to guest queries to associates based on
their competence

asssess and estimate


Attend to guest queries manpower required for
guest assistance
use a hand-held device
to process debit/ credit
Attend to guest queries card payments at
customer’s or
company’s premises

ensure that the duty


manager is informed
Handle guest complaints for issues beyond the
scope of control of the
individual

ensure that the


person/department
Handle guest complaints
which caused the
problem is informed

ensure that the


concerned
Handle guest complaints
person/department is
informed about the fix
inform the customer
about the measures the
Handle guest complaints
hotel has taken to fix
the problem

identify whether the


Handle guest complaints customer is facing any
other issues

offering discounts,
Handle guest complaints schemes for gaining
customer satisfaction

recording and
Handle guest complaints documenting the issues
for future reference
fill guest registration
Handle guest complaints form by getting details
form guests

communicate
effectively with guests
Handle guest complaints
and respond to their
queries

importance of being
Handle guest complaints patient and courteous
with all types of guests

to estimate effort
Handle guest complaints required for front desk
operation
Train and supervise global trends in hotel
front office staff management

Train and supervise identifying skill gaps


front office staff of the employees

material movement,
Train and supervise
storage and material
front office staff
return policy

different products /
Train and supervise
services offered by the
front office staff
hotel
type of rooms
Train and supervise
available, the facilities
front office staff
and other details

Train and supervise suggest customer on


front office staff possible solutions

Train and supervise importance of personal


front office staff grooming

Train and supervise develop a rapport with


front office staff guests
plan improving skills
through participation
Train and supervise
in on-the-job and other
front office staff
learning, training and
development programs

asssess and estimate


Train and supervise
manpower required for
front office staff
guest assistance

resolve concerns with


connectivity of hand-
Train and supervise
held device in
front office staff
useoperate the
computer

Communicate with
customer and colleagues
Communicate with
customer and colleagues

be sensitive to the
gender, cultural and
Communicate with
social differences such
customer and colleagues
as modes of greeting,
formality, etc.

understand the
customer expectations
Communicate with
correctly and provide
customer and colleagues
the appropriate
products and services

understand the
customer
Communicate with
dissatisfaction and
customer and colleagues
address to their
complaints effectively
avoid interrupting the
Communicate with
customers while they
customer and colleagues
talk

ensure to avoid
Communicate with negative questions and
customer and colleagues statements to the
customers

importance of dealing
Communicate with
with grievances
customer and colleagues
effectively and in time

interact with team


Communicate with
members to work
customer and colleagues
efficiently
Maintain customer- ways to improve
centric service company’s customer
orientation satisfaction rating

company’s and
Maintain customer-
prevailing market
centric service
standards of customer
orientation
satisfaction

significance of treating
Maintain customer- the customers with
centric service respect and in a
orientation friendly and
professional way

Maintain customer- maintain close contact


centric service with the customers and
orientation focus groups
significance of being
transparent and
Maintain customer- courteous under all
centric service circumstances
orientation involving customer
interaction without
losing composure

Maintain customer-
standard operating
centric service
procedure (SOP)
orientation

Maintain standard of
deliver positive
etiquette and hospitable
attitude to work
conduct

Maintain standard of
maintain well groomed
etiquette and hospitable
personality
conduct
Maintain standard of
achieve punctuality
etiquette and hospitable
and body language
conduct

Maintain standard of provide special


etiquette and hospitable attention to the
conduct customer at all time

Maintain standard of achieve 100%


etiquette and hospitable customer satisfaction
conduct on a scale of standard

Maintain standard of
enhance brand value of
etiquette and hospitable
company
conduct
Maintain standard of
company’s reporting
etiquette and hospitable
structure
conduct

educate the tourists,


employers and the
Follow gender and age colleagues at
sensitive service workplace on women
practices rights and the respect
that is to be given to
them

establish policies to
protect the women
from sexual
Follow gender and age
harassments, both
sensitive service
physical and verbal,
practices
and objectifications by
customers and
colleagues

Follow gender and age ensure safety and


sensitive service security of women at
practices all levels
Follow gender and age standard procedures to
sensitive service be followed in the
practices event of terrorist attack

Follow gender and age


company’s Human
sensitive service
Resources policies
practices

Maintain IPR of
company’s Human
organisation and
Resource policies
customers

Maintain IPR of
company’s
organisation and
documentation policy
customers
report any
Maintain IPR of
infringement observed
organisation and
by anyone in the
customers
company

ensure to wash hands


using suggested
Maintain health and material such as soap,
hygiene one use disposable
tissue, warm water,
etc.

wash the cups, glasses


Maintain health and or other cutlery clean
hygiene before and after using
them

ensure to maintain
personal hygiene of
daily bath, clean
Maintain health and clothing and uniform,
hygiene footwear, head gear,
cutting nails, healthy
diet, using deodorant,
etc
ensure no cross
contaminations of
Maintain health and items such as linen,
hygiene towels, utensils, etc.
occurs in the
workplace

use a tissue, cover the


Maintain health and mouth and turn away
hygiene from people while
sneezing or coughing

purpose and usage of


protective gears such
Maintain health and
as gloves , protective
hygiene
goggles, masks, etc.
while working

technical layout
Maintain health and standards and
hygiene placements of
equipment
keep the floors free
Maintain safety at from water and grease
workplace to avoid slippery
surface

ensure to use non slip


Maintain safety at liquids and waxes to
workplace polish and treat floors,
if required

use rubber mats to the


Maintain safety at
places where floors are
workplace
constantly wet

use health and safety


practices for storing,
Maintain safety at cleaning, and
workplace maintaining tools,
equipment, and
supplies
ensure safety from
injuries of cuts to loss
Maintain safety at of fingers, while
workplace handling sharp tools
such as knives,
needles, etc.

Maintain safety at methods to minimize


workplace accidental risks

safe handling
Maintain safety at
chemicals, acids, etc.
workplace
for cleaning

Learn a foreign or local how to pick up the


language(s) including basic Grammar of the
English language
how to identify
Learn a foreign or local common expressions
language(s) including used by customers to
English express their needs and
queries

Learn a foreign or local different proficiency


language(s) including levels of language as
English accepted globally

Revision Revision Revision

Reinforcement
Reinforcement practice Reinforcement practice
practice
Reinforcement
Reinforcement practice Reinforcement practice
practice

Reinforcement
Reinforcement practice Reinforcement practice
practice

Critical thinking and


Soft Skills 5
management skills

Soft Skills Presentation skills 5


Soft Skills Presentation skills 5
The user/individual on the job needs to know and understand: KA1. legislation, standards, policies, and procedur
standards, policies, and procedures followed in the company relevant to own employment and performance conditions KA2.
and performance conditions KA2. relevant occupational legislations as applicable to the visiting customers KA3. own job rol
ting customers KA3. own job role and responsibilities and sources for information pertaining to employment terms, entitlem
ng to employment terms, entitlements, job role and responsibilities KA4. reporting structure, inter-dependent functions, lines
, inter-dependent functions, lines and procedures in the work area KA5. relevant people and their responsibilities within the w
d their responsibilities within the work area KA6. escalation matrix and procedures for reporting work and employment relate
rting work and employment related issues B. Technical Knowledge The user/individual on the job needs to know and underst
he job needs to know and understand: KB1. service standards required in the workplace KB2. application of relevant regulati
B2. application of relevant regulations and requirements KB3. workplace and servicing procedures and policies for meeting an
edures and policies for meeting and greeting customers KB4. different types of accommodation available KB5. local maps an
tion available KB5. local maps and routes KB6. different states, their capitals, the attractions/heritage/monuments of each sta
s/heritage/monuments of each state KB7. major airlines, trains, national bus/coach operating companies KB8. countries and c
g companies KB8. countries and currencies of the different countries KB9. foreign exchange rules and where from the curren
e rules and where from the currencies can be exchanged KB10. types of modes of travel available KB11. how to read an itine
ailable KB11. how to read an itinerary KB12. how and when to present the itinerary the customer KB13. different airline cod
tomer KB13. different airline codes and airports KB14. departure and arrival places for other modes of travel viz. rail, bus, se
er modes of travel viz. rail, bus, sea etc. KB15. importance of creating a good impression and wear clothing/uniform suitable
d wear clothing/uniform suitable for the visit KB16. importance of keeping to time during a visit and behaving appropriately
a visit and behaving appropriately during a visit KB17. permits and checks are required for the customer KB18. knowledge o
he customer KB18. knowledge of check-in/checkout time and range of paperwork required THC/N4207 Prepare for providin
THC/N4207 Prepare for providing meet and greet service 8 KB19. recognizing minimum standards for coach comfort and s
tandards for coach comfort and safety KB20. transfer list and their importance KB21. how to handle flight delays both inbou
to handle flight delays both inbound and outbound, lost luggage, overbooking on flights and in accommodation, illness, drun
d in accommodation, illness, drunken passengers, lost passengers, missed flights, strikes, breakdowns, lost documents KB22.
eakdowns, lost documents KB22. knowledge of dispatch location KB23. knowledge of materials required and vehicle assign
erials required and vehicle assigned KB24. how to interpret organization’s bulletins and special KB25. emergency situations
cial KB25. emergency situations that could arise with the customer and how to handle them KB26. escalation matrix for reso
KB26. escalation matrix for resolving emergency situations for customers KB27. use computer for checking itinerary, sched
puter for checking itinerary, schedules, etc. KB28. use GPS for route mapping KB29. use handheld devices for communicatin
andheld devices for communicating with co-workers and receiving customer requests and feedback Skills (S) A. Core Skills/