Certified Hospitality Assistant

 TABLE OF CONTENT

Hotel Housekeeping

• What is Housekeeping?
• Objectives of Hotel Housekeeping
• Types of Hotels
• Special Hotels

Hotel Organization

• Divisions of a Hotel
• Front Office
• Housekeeping Department
• Maintenance or Engineering Department
• Food and Beverage Department
• Accounting Department
• Sales and Marketing
• Supporting Departments

Food and Beverage

• F&B Basics
• F&B Services Department Structure
• F&B Ancillary Departments
• Tableware
• Table Settings
• Plates and bowls
• Glassware
• Types of Spoons, Forks, and Knives
• Types of Glasses
• F&B Service Types
• Room Service

Front Office

• Front Office Basics
• Front Office Operations
• Guest Cycle
• Sale Process
• Telephone Manners and Etiquette
• Hotel Rooms
• Room Reservation
• Guest Check Out
• Modes of Payment

House Keeping

• Housekeeping Basics
• Housekeeping Department Areas
• Housekeeping Responsibility
• Cleaning
• Cleaning Equipment and Chemicals
• Guest Supplies

Personal Skills

• Grooming
• Manners
• Assertiveness

Inter Personal Skills

• Verbal Communication
• Conversation Skills
• Non-Verbal Communication
• Listening Skills
• Team Working Skills
• Customer Service

Hygiene and Health

• Personal Hygiene
• Personal Health
• Health Management

Positive Attitude and Behavior

• Positive Attitude
• Different Negativities
• Steps to Be Positive
• Positive Behaviour
• Factors affecting behaviour
• Traits for Positive Behaviour

Stress Management

• Consequences of Stress
• Reason/Causes of Stress
• Signs of stress
• Techniques of Stress Management

Time Management

• Time Management Techniques

Hospitality Etiquette

• Reception
• Etiquettes as a host
• Etiquettes as an Invitee
• Etiquettes of using Elevators/Escalators
• Etiquettes of using Stair Case
• Etiquettes of using a Door
• Table Manners/Etiquettes of using Table

Computer Basics

• What is Computer?
• Commonly Used Computer Terms
• Units of a computer system
• Input Devices
• Output Devices
• Storage Devices
• Types of Software
• Windows Basics
• The User Interface
• Windows Accessories
• Computer Networking
• E-mail

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