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THE PILOTING PROCESS

THE PILOTING PROCESS. Leonardo da Vinci program Transfer of Innovation Project Pathways into Employment in the Care and Tourism Sectors LLP-LdV/TOI/SE/10/1281. CENTRO DE FORMACIÓN PROFESIONAL HOMOLOGADO Perines , 18. 39007 Santander Tfno.: 942 37 57 08 – Fax: 942 37 41 39

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THE PILOTING PROCESS

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  1. THE PILOTING PROCESS Leonardo da Vinci program Transfer of Innovation Project Pathways into Employment in the Care and Tourism Sectors LLP-LdV/TOI/SE/10/1281 CENTRO DE FORMACIÓN PROFESIONAL HOMOLOGADO Perines, 18. 39007 Santander Tfno.: 942 37 57 08 – Fax: 942 37 41 39 decroly@decroly.com - www.decroly.com

  2. Already employed people in “theChiqui hotel”, “Posada la Morena" and "Venta del Mar" with low or no qualifications. Target group

  3. Quality customer service in the catering and hotel sector Title of thecourse

  4. Training in the techniques and attitudes that serve advice and inform the client with regard to products, services and how the establishment is working; as well as to carry out the collection and / or channeling of information, suggestions and / or claims of customers, and coverage of certain tasks in the information / communication within the establishment Aims of thecourse 1/2

  5. Promoting the acquisition of specialized professional skills • Acquiring confidence to manage with relevant people and get a perfect deal with the client knowing how to use the protocol as a strategic tool for business marketing • Improving relationships with suppliers, investors, customers and wholesalers, employees, institutions and public in general. Aims of thecourse 2/2

  6. TheClient: • What they wish to learn and expectations • Different types of clients and treatment Contents of thecourse 1/5

  7. Communication: • General factors affecting a bad service • The elements of the communication process • The verbal and non verbal communication • Active listening • Communication barriers Contents of thecourse 2/5

  8. Sale: • Definition and components of the sale • Stages and types of sales • Notes and correspondence • By Phone • Complaints and claims Contents of thecourse 3/5

  9. Keys to improve Quality of Service in catering and hotel sector; small details • To know the customer • The corporate image • The environmental conditions • The staff • The menu Contents of thecourse 4/5

  10. Lounge techniques: Training for a good service • Guests and Invitations • Types and service techniques • Waiter • Bill of fare • Organizational structure of the dining • Arrangement of tables and types • Systems of distribution of guests • Rules of etiquette to follow during the lunch • Development of a restaurant service Contents of thecourse 5/5

  11. Face to face learning: 66,6% • Distance learning. 33,3 Types of training

  12. 4 weeks: • 6 hours classroom based learning. 3 hours per week • 6 hours practice. 3 hours per week • 6 hours to complete assignments, projects… etc. 3 hours per week ProgrammeDelivery

  13. BetweenMarch to June 2012 Timescales

  14. Any questions?

  15. Ana Mª Agüero Fuentes: anaguero@decroly.com Begoña Goitia González: bgoitia@decroly.com

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