THE VALUE OF PARTNERING WITH US

When You Select A Partner For Hospitality Learning???

What Factors Should Drive Your Decision?
1. What is the value of their content? Is it from a credible source? 2. Can they address our specific needs through flexible, scalable solutions? 3. Will their solution engage and influence our managers and leaders? Veloxian International is the one corporate learning partner that has it alloutstanding trusted content, flexible and customizable solutions, and an active and influential community of learners and practitioners. Choosing the world leader in leadership development simply makes sense.

Why Choose Facilitating Hospitality Finesse by Veloxian International?

Quality
Premier content provided by trusted, renowned experts An engaged, committed group of learners and practitioners

Scale
Flexible solutions customized to address your biggest challenges A comprehensive array of content types, including case studies, simulations, audio, video, e-learning courses, virtual programs, books, and much more

The Ri ght Ex peri ence For The Ri ght Outcome

Engaging With Us
clients reach their goals, we create blended learning programs that combine the depth and breadth of our technology-based learning content with the power of personal interaction. This approach creates high interest and personal accountability among learners and allows companies to leverage their investment in leadership development.

CREATING THE RIGHT BLEND OF CONTENT, SERVICES, AND TECHNOLOGY DELIVERY. To help our

Tell Us Your Priorities.

Veloxian International has developed solutions that help companies address fundamental business issues. Typical client engagements focus on the following themes:
Build your skills To increase the reach and scale of leadership development, we work with you to: Target key skills and competencies Integrate learning programs into your culture and workplace values Build your Business To drive the execution of a key initiative across multiple levels, we work with you to: Target vital populations and skill sets Address key business challenges Drive action and results with strategically focused programs Build your pipeline To develop the next generation of leaders, we work with you to: Accelerate the development of emerging and highpotential leaders Build effectiveness at critical stages of management

Support newly promoted leaders and leaders in pivotal periods of transition

The Advantages of Working with a Leader

Achieve success with our Complete Learning Solutions Design, Implementation Support, and Blended Delivery Facilitating Hospitality Finesse adds significant value to your organizations leadership development capabilities through a collaborative approach that produces personalized, flexible learning solutions. Our Corporate Learning Services team has worked with hundreds of firms around the globe to gather, interpret, and synthesize requirements to create the ideal solution for each client. Solution Design Drawing on our deep well of premier content and worldwide network of experts, we deliver groundbreaking ideas, best management practices, and relevant learning programs to help companies succeed. Our team of learning experts will work with your key stakeholders to create all-new learning solutions or to add new content to an existing program. Implementation Support The Learning Solutions implementation experts will execute a quick start to rapidly supply all documentation and technical deliverables. With a marketing plan, follow-up sessions, and feedback measurement, our implementation team provides complete support to ensure the best blend of flexible learning solutions that produce results.
Blended Delivery

Our Learning Services team includes facilitators and subject-matter experts who bring the best resources from our research publications for practical application within your organization. We offer train-the-trainer sessions for your own instructors and help turn your leaders into teachers.
Hosting Services

The easiest way to get started Reduce management headaches, eliminate unnecessary costs, ensure results. Veloxian Hosting Services deliver our premier learning solutions anywhere on the Internet. Our fullfeatured LMS solutions are hosted at a secure site and can be customized to your needs. We also handle all site administration, monitoring, and reporting. In-House Braining Benefits:

Tailored to your needs Can be lower-cost per person (vs public classes) Achieve better learning outcomes Great for team building More convenient, people don't need to go off-site

Tailored Delivery - Standard

Veloxian International can deliver any of our courses exclusively for your team as a 'Group Booking'. We will always tailor the delivery of your In-House Training to ensure it is relevant to your team, and targeted at your learning goals. We can incorporate your company's examples and terminology to ensure you the training can be directly related back to your workplace. This is standard and included in the price. We use specialist trainers for each course. Therefore you receive a course tailored to your operational needs by a specialist trainer - every time. Group Booking Options The "1-Hour Motivator" training session These energizing training sessions can be highly effective and can be used in a variety of ways. The "One Off Team Building Energizer" Many busy organisations use a single "1-Hour Motivator" as a team building session that is designed as a fun session focused on a specific learning needs such as Time Management, Email Etiquette, or Conflict Resolution. The "Culture Creator Series" By running these great fun sessions as a series - (once a week or once a month), organisations can drive a behavioural change by maintaining a focus on specific areas. These sessions can be really effective to provide training that can be applied on the job immediately and gradually build on the skills over time. "3-Hour Power" Training Sessions These great fun, fast paced sessions are often the best choice for training for your team. The most common situations where 3-hour Power sessions are the best choice are: Outcome Imperative - Only specific learning is required When you have identified just a handful of very specific topics for your team, and you want to ensure every minute of the training is relevant, outcome focussed and engaging for your team. In this situation we will work with you to select the most poignant topics from the full course outline (normally 3 - 5 topics from the full course) and deliver a tailored course that achieves the biggest outcome in the least amount of time. Operational Imperative - Timing and scheduling drives the training When your operational situation is such that you can't or would prefer not to have everyone off the job at once, or off the job for a full day.

Commonly in this situation we rotate half the team through in the morning and the other half through in the afternoon, and often cover the full course over 2 x 3 hour sessions over two or more days. However, we will work with you to find the most suitable solution to accommodate your team and their situation. Full-day Professional Development Training Classes "Immersed in Learning" This traditional Professional Development Training style is highly effective and gives the participants the best opportunity to really immerse themselves in the topics and explore topics in some depth. The full-day approach gives the trainer and the participants the opportunity to build on topics throughout the day and provide opportunities to have lots of 'learning by doing', reflection and collaboration. Your Place or Ours Professional Development Training will come to you and deliver the training at your premises, or you can come to one of our facilities in Bangalore, Kolkata ,Hyderabad, Mumbai or Delhi. Reinforce | Collaborate | Coach >>> Competency Achieved Skills Learned in Training During the high impact tailored courses delivered by veloxian, participants gain a fantastic range of skills and techniques that are directly applicable to on-the-job performance. After the course - without reinforcement After completing a course, participants can be categorised into types of people - the "Implementers", and the "1-dayers" The Implementers These people will give the new techniques a try in the days or weeks after the course. As with any new skill, the success in applying these new skills will be varied. Some will find instant success and improved performance! Some will find trying the new skills the first time will be hit-and-miss. The 1-Dayers These people will give it a go 'one-day', and we all know when 'one-day' will come.

Effective Post-Course Support Both of these categories of people benefit dramatically from Post-Course Support received from our Skills Booster sessions. The Skills Booster sessions are 1-3 hour sessions during which the participants receive coaching, support and encouragement as they share their experiences (successes and short comings) in applying the skills they learned in training back on the job. The trainer provides coaching and facilitates collaboration and support between the participants. The sessions benefit the 'The Implementers' by helping them gain confidence through the coaching from the trainer, and collaboration support from their peers. Both of these categories of people benefit dramatically from Post-Course Support received from our Skills Booster sessions. The Skills Booster sessions are 1-3 hour sessions during which the participants receive coaching, support and encouragement as they share their experiences (successes and short comings) in applying the skills they learned in training on the job. The trainer provides coaching and facilitates collaboration and support between the participants. These sessions benefit the 'The Implementers' by helping them gain confidence through the coaching from the trainer, and collaboration support from their peers. The '1-Dayers' benefit by having the course concepts reinforced, and by discussing exactly how the course concepts are being applied by their colleagues. Emedding Organisational Competency Normally by the second Skills Booster session, even the '1-dayers' have become 'Implementers' and a new organisational competency will have been created. These sessions are the most effective way of creating true organisational competency in a particular area, and to foster a strong learning culture.

Facilitating Hospitality Finesse

(Hospitality Training & Development Program)

CHECK-IN CHECK-OUT
Target Audience: Front Office Line Level and Supervisory Staff, Reservationist, Receptionist,

Front Desk Employee, Valet Attendant, Bell Attendant, Door Attendant, Concierge, PBX Operator
Duration: 8 Hours Focus of the Program

Prepare for the arrival of your guests Guest Check in Communication with arriving guests Determination of payment method Guest check out Payment of invoice Communication with leaving guests Enquire about guest satisfaction The guest is your bottom line

Learning Outcome

At the end of the course, active participants will be able to Pre-register guest for fast check-in and by limiting time guests must spend at the front Desk Keep guests at ease and not to put them on the defensive Handle guest requests during the check-in or check-out period Respond to guest requests during the period of stay Handle the settlement of the invoice by using the correct and appropriate method of Payment Enquire about guest satisfaction and take follow-up action if necessary Handle disputed guest charges by following the correct procedures

THE ART OF UP-SELLING AND HOW IT INCREASES REVENUE

Concierge, PBX Operator, Reservationist, Supervisory Level Staff, Training Managers, Front Office Department Heads, Sales Staff
Duration: 8 Hours Cost per person Target Audience: Front Desk Employee, Valet Attendant, Bell Attendant, Door Attendant,

Focus of the Program

What is up-selling? Sell the rooms benefits, not the features Appeal to emotions, not intellect Its all in the attitude you are here to help What the guest expects Three ways to make up-selling automatic Up-selling - to it at the right time and made easy Taboos of up-selling Add-on sales and back-up sales Check back for success Up-selling vs. over-selling

Learning Outcome

At the end of the course, active participants will be able to Explain the basic idea and benefits of up-selling, add-on selling and back-up selling Identify the right time for up-selling Propose alternate rooms and suites to arriving and staying guests Make the guest buy a more profitable room and/or service Provide guest satisfaction by suggesting alternatives Improve sales in a competitive environment.

REVENUE MANAGEMENT (YIELD MANAGEMENT)

Supervisory Level Staff, Training Managers, Front Office Department Heads, Sales Staff
Duration: 24 Hours Focus of the Program Target Audience: Front Desk Employee, Night Auditor, Concierge, Reservationist,

Definition and use When does yield management work? Room rates, average rates and yield management Putting yield management in action Yield management system measurements Are your rooms configured for the best and highest use? Know your target market Quantify the mix of business Case study yield management application Ideas to increase business

Learning Outcome

At the end of the course, active participants will be able to Explain The Intended End Result Of The Process Co-Ordinate On Room Rates And Offering Through All Of The Revenue Drivers Learn What Are The Consequences When The Rate Posted Is Lower Than What Has Been Negotiated, Or Does Not Match The One Quoted In The Central Reservation System Understand The Meaning Of Product/Rate Positioning As Part Of The Marketing Plan Identify The Configuration Of Highest And Best Use For Every Room Quantify The Mix Of Business And To Know The Propertys Target Markets
Measure The Impact Of The System

GUEST RELATIONS CO-ORDINATOR

Target Audience: Guest Relations Staff, Lobby Supervisors and Managers, Uniformed

Focus of the Program

Services Support, Communications Supervisor, Front Desk Supervisor, Reservations Supervisor, Bell Captain, Shift Supervisor, Sales Professional, Night Auditor, Front Desk Employee, Concierge, PBX Operator, Reservationist, Supervisory Level Staff, Training Managers Duration: 16 Hours Definition, purpose and standards of Guest Relations Grooming and appearance Duties and responsibilities Cooperation with other departments, the role of the duty manager Development and follow-up of guest recognition programs At your service the multiple role of a GRO Feedback from guests to check on guest satisfaction Dealing with Guest complaints and angry guests (short resume) Track guest complains until their return Attention to little details Create your own thing to be remembered and go the extra mile Service matters most Special care of VIP

Learning Outcome

At the end of the course, active participants will be able to Describe The Functions And The Position Of A GRO In The Day-To-Day Operation Design And Apply A Guest Recognition Program Evaluate And Follow Up Guest Questionnaires Apply Customer Service Across The Property Oversee The Day-To-Day Customer Contact Process To Ensure Customer Expectations Are Met Go That Extra Mile To Be Remembered.

SOCIAL SKILLS AT THE RECEPTION

Target Audience: Guest Relations Staff, Lobby Supervisors and Managers, Uniformed

Services Support, Communications Supervisor, Front Desk Supervisor, Reservations Supervisor, Bell Captain, Shift Supervisor, Sales Professional, Night Auditor, Front Desk Employee, Concierge, PBX Operator, Reservationist, Supervisory Level Staff, Training Managers, Guestroom Attendant, Public Space Cleaner, Laundry Attendant, House Person, Maintenance Worker, Van Driver, Supervisory Level Staff, Training Managers Duration: 8 Hours
Focus of the Program

Learning Outcome

Discuss the need for social skills How to make a great first impression on your customers Understand your customer and make sure they know it Body language and non-verbal communication What you say isnt that important Becoming a great listener Awareness of your own interaction with others Accepting responsibility Maximizing positive personality traits The process to change

At the end of the course, active participants will be able to Describe and demonstrate courteous behavior in the work place towards customers Identify commonly used behavior and manners at the Front Desk Understand the guest and assess situations related to guests request Listen to guests and apply common sense and judgment when answering Demonstrate an understanding of others in daily interactions Process changes for an improved guest service

THE HOUSEKEEPER MANAGER, LEADER OR SUPERVISOR?

Target Audience: Executive Housekeeper, Supervisory Level Housekeeping Staff, Laundry

Supervisor, Room Supervisor, Shift Supervisor, Guestroom Attendant, Public Space Cleaner, Laundry Attendant, House Person, Training Managers, Duration: 40 Hours Areas of Responsibilities and concern The 7 basic activities of the Housekeeper Technical, people and conceptual skills Ethical values of the Housekeeper Safety and security in the Housekeeping Department An eye for little details Control of assets and investments Staff planning, productivity and performance standards The Housekeeper as part of the management team

Focus of the Program

Learning Outcome

At the end of the course, active participants will be able to Identify the various elements of the Housekeeping Operations with particular emphasis The various cleaning and maintenance responsibilities, managing inventories and Controlling expenses, understand managerial skills needed to run the department, human Resources management and skills training for employees. Describe the role of the housekeeping department in hotel operations, and explain the Importance of effective communication between housekeeping, the front office, and the Engineering and maintenance division. Identify typical responsibilities of the housekeeper and explain how performance and Productivity standards are used to plan and organize the department.

HOW TO CLEAN A ROOM

Duration: 8 Hours Focus of the Program

Target Audience: Guestroom Attendant, Public Space Cleaner, Laundry Attendant, House

Person, Laundry Supervisor, Room Supervisor, Supervisory Level Staff, Training Managers Preparing for room cleaning Entering the guest room Cleaning a check-out room Cleaning a stay-over room Making the bed Cleaning the bath room Guest amenities Visual inspection 6 keys to excellent Housekeeping Service General duties of the room attendant

Learning Outcome

At the end of the course, active participants will be able to apply systems and techniques used in the property Prepare for his/her duties according to the assigned work load Enter the room and apply correct procedures for dnd and/or double locked rooms to serve the room in a correct manner and sequence Apply basic security procedures on the floor and the guest room Apply basic reporting and inter-department communication

HOW TO CHECK A ROOM

Target Audience: Room Supervisor, Shift Supervisor, Supervisory Level Staff, Training

Managers, Department Heads, Public Space Cleaner, Laundry Attendant, House Person. Duration: 8 Hours
Focus of the Program

What the guest expects from the property Purpose of the room inspection Who does the room inspection? When it is done? The Room Inspection list The room inspection Follow up of the room inspection Communication with other departments Key points

At the end of the course, active participants will be able to Explain what is the room inspection and why it is carried out Demonstrate how the room inspection works Identify the benefits of the inspection, for both, the property and the guest List the people who do a room inspection Describe eventual follow-up that may be necessary and how it works

Learning Outcome

Target Audience: Executive Housekeeper, Supervisory Level Housekeeping Staff, Laundry

MATERIAL PLANNING AND CONTROL

Supervisor, Room Supervisor, Shift Supervisor, Training Managers

Duration: 8 Hours Focus of the Program

Learning Outcome

Administration and materials in the Housekeeping Inventory control Material classification of fixed and inventory assets Par-stocks and par-levels working with pars Linen control and storage Other departmental items to control Operational and quality assurance circle of housekeeping inventory items

At the end of the course, active participants will be able to To describe the administrative duties and their importance to the operation Apply principles for material planning Work with budgets involved in a housekeeping operation Learn about inventories, equipment, assets and costs Describe the main benefits of conducting physical inventories Manage inventories of recycled and non-recycled items. Techniques addressed include establishing pars for different types of inventories, taking physical inventory, and implementing effective inventory control procedures. Control expenses in the housekeeping department by using the operating budget as a control tool, tracking expenses on the basis of a budgeted cost-per-occupied-room, and implementing efficient purchasing practices.

CUSTOMER CARE FOR ROOM ATTENDANTS

Target Audience: Guestroom Attendant, Public Space Cleaner, Laundry Attendant, House Duration: 8 Hours

Person, Laundry Supervisor, Room Supervisor, Supervisory Level Staff, Training Managers

Focus of the Program

Communication with guests How to make a great first impression on your guests An eye for little details needs of the guests Fulfil desires Accepting responsibility Privacy of your guests Bad habits Understand your guests and make sure they know it The process to change

Learning Outcome

At the end of the course, active participants will be able to Describe and demonstrate courteous behavior in the work place towards customers and colleagues Identify commonly accepted courteous behavior on the floors when meeting and dealing with guests Assess given situations and interact with customers, supervisors and colleagues Recognize the little extras that make a memorable memories Help others to behave courteously by cooperation and example

PUBLIC AREA CLEANING

Duration: 16 Hours Focus of the Program

Target Audience: Guestroom Attendant, Public Space Cleaner, House Person, Room

Supervisor, Supervisory Level Staff, Training Managers Definition and inventory Equipment use and maintenance Cleaning materials Importance of cleanliness in public areas Schedules for specific areas Floor care, carpet, wall paper and draperies Furniture Spas, fitness and pool areas Office cleaning F & B and function area cleaning

Learning Outcome

At the end of the course, active participants will be able to

Describe What message a spotless and well kept public area will convey to guests Describe cleaning activities that are carried out on a regular basis and at
specific times Handle and maintain the equipment correctly Apply correctly the appropriate cleaning products and recognize the dangers of working with them Apply proper cleaning methods used in the public and related areas

GUEST LAUNDRY COLLECTION AND DELIVERY

Target Audience: Guestroom Attendant, Laundry Attendant, House Person, Laundry Duration: 8 Hours Focus of the Program

Supervisor, Room Supervisor, Supervisory Level Staff, Training Managers Telephone skills in the laundry Collection of guest laundry 6 basic steps to collect guest laundry Preparing guest laundry Basic steps to prepare guest laundry Delivering guest laundry 8 basic steps to deliver guest laundry

Learning Outcome

At the end of the course, active participants will be able to Apply basic telephone skills and answer the telephone according to set standards enter guest rooms and collect laundry Check guest laundry, compare guests laundry list with actual numbers take correct measures in case of discrepancies Prepare laundry for delivery Deliver laundry to guest rooms and follow correct billing procedures

WELCOME TO MY RESTAURANT!

(Greeting, Escorting And Presenting The Menu Card) Target Audience: Supervisory Level Staff, Department Heads, Food & Beverage Manager, Service Manager, Restaurant Supervisor, Dining Room Supervisor, Maitred Hotel, Restaurant Server, Banquet Server, Bus Person, Counter Server, Host Duration: 8 Hours
Focus of the Program

What the guest expects The arrival At the table The menu as a communication tool and as advertisement The objective of the menu Contact with guests What happens next?

Learning Outcome

At the end of the course, active participants will be able to Demonstrate proper greeting procedures for arriving guests Seat guests according to their preference and to availability of tables available demonstrate how to deal with guests within one minute of arrival Describe the importance of the menu as advertising and communication tool demonstrate and apply proper presentation of menu cards Use proper sequence in presenting the menu card Recommend daily special or other dishes to be pushed Successful with the customer and get things right as from the beginning.

SOCIAL SKILLS FOR RESTAURANT EMPLOYEES

Target Audience: Supervisory Level Staff, Department Heads, Food & Beverage Manager,

Service Manager, Restaurant Supervisor, Dining Room Supervisor, Maitred Hotel, Restaurant Server, Banquet Server, Bus Person, Counter Server, Host

Duration: 8 Hours Focus of the Program

Learning Outcome

Definition and need of social skills Guests come to the restaurant! They bring business! Welcoming your guests Thank you! The magic words Appreciate your customers and make sure they know it! Maximize your selling skills Accepting compliments, expressing success Accepting criticism, apologizing Punctuality and team work Bad habits and things not to do The process of change

At the end of the course, active participants will be able to Describe and demonstrate courteous behavior in the restaurant towards customers Be alert and judge individual situations and interact with customers accordingly Be available to all guests Respond quickly to guests requests Demonstrate an understanding of others in daily interactions Help others to behave courteously through modeled behavior.

WAITER TRAINING (SETTING & CLEARING TABLES, MISE-EN-PLACE, ORDER TAKING, FOOD & BEVERAGE SERVICE)

Target Audience: Supervisory Level Staff, Department Heads, Food & Beverage Manager,

Service Manager, Restaurant Supervisor, Dining Room Supervisor, Maitred Hotel, Restaurant Server, Banquet Server, Bus Person, Counter Server, Host, Bartender, Cocktail Server, Banquet Set-Up Employee, Room Service Attendant, Training Managers Duration: 16 Hours
Focus of the Program

Attributes of service personnel Basic and extended table settings The role of condiments and accompaniments Guests expectations The classical menu sequence Service methods and various types of table service Service rules and protocols Breakfast menus and various types of breakfasts Basics of suggestive selling and order taking

Learning Outcome

At the end of the course, active participants will be able to Acquire basic knowledge and responsibilities regarding use and handling of service equipment Enumerate the most common restaurant qualifications and emphasize the professional attitude & hygienic appearance Describe sequence and protocol of service for restaurant Be familiar with breakfast service and menus, continental or intercontinental menus acquire the knowledge regarding restaurant materials needed for menu and la carte table set-up Evaluate the customers needs and acquire basic knowledge in suggestive selling identify the various methods of order taking Perform the basic food and beverage service procedures

THE MENU AS A SALES TOOL

Target Audience: Supervisory Level Staff, Department Heads, Food & Beverage Manager,

Service Manager, Restaurant Supervisor, Dining Room Supervisor, Maitred Hotel, Restaurant Server, Banquet Server, Bus Person, Counter Server, Host, Bartender, Cocktail Server, Banquet Set-Up Employee, Room Service Attendant, Training Managers Duration: 8 Hours

Focus of the Program

The Restaurant menu Design What are the common mistakes in a restaurant menu design? The basics of up-selling menu items The menu as a selling tool The menu as a communicator of products available The menu as a provider of tangible evidence Effectiveness of using menu design techniques to sell specific menu items Propositions that relate to the effectiveness of the menu as a selling tool Waiting staff and the menu servers are sales persons too

Learning Outcome

At the end of the course, active participants will be able to identify and avoid common mistakes in menu design use and design a menu as a selling tool communicating with guests to identify and place the best selling items on prime locations and sell them get a better feel for the sense of value you are promoting look at the menu through the customers eyes Name items and use active descriptions of ingredients so as to make food sound more enticing and exotic to guest and may induce future visits. Determine the restaurants personality and to craft the look of the menu to match that

INCREASING RESTAURANT PROFITS WITH MERCHANDISING

Target Audience: Supervisory Level Staff, Training Managers, Banquet Supervisor, Kitchen

Supervisor, Restaurant Supervisor, Dining Room Supervisor, Maitred Hotel, Restaurant Server, Banquet Server, Bus Person, Counter Server, Host, Supervisory Level Staff, Department Heads, Food & Beverage Manager, Service Manager Duration: 16 Hours
Focus of the Program

The customer wants quality External merchandising creating memories Internal merchandising creating revenue opportunities Dont let it sit there sell it turn it into profits The 11 Ps of merchandising and display Buffet Concept with show cooking bringing a higher level of creativity The chefs as performers innovation with a dash of drama Maximize menu merchandising power Signature products is it worthwhile? Case study merchandising merchandising opportunities

At the end of the course, active participants will be able to List the essential points of external and internal merchandising Explain the difference between restaurant/property merchandising and food merchandising Describe how the property wins by merchandising List what does it need to sell more Identify and apply merchandising opportunities

Learning Outcome

UP-SELLING, ADD-ON SELLING, SUGGESTIVE SELLING

Target Audience: Supervisory Level Staff, Training Managers, Banquet Supervisor, Kitchen

Supervisor, Restaurant Supervisor, Dining Room Supervisor, Maitred Hotel, Restaurant Server, Banquet Server, Bus Person, Counter Server, Host, Supervisory Level Staff, Department Heads, Food & Beverage Manager, Service Manager
Duration: 8 Hours Focus of the Program

What the guest expects What is up-selling and add-on selling in the restaurant? Appeal to emotions, not intellect Its all in the attitude are you a sales person? When to up-sell and when to add-sell? Dos and donts of up-selling The key effects of good up-selling Questions and point-outs to use during the sales conversation Make sure it is perfect Check back for success Up-selling, add-on selling vs. over-selling How to get there?

Learning Outcome

At the end of the course, active participants will be able to Propose what the customer wants to buy Act as an advisor / sales person and meet guest expectations Suggest alternates if a dish is not available make the guest buy a more profitable dish use tact and good judgment when up-selling develop their own personal sales attitude Use the right expressions to make up-selling or add-on selling easier Use close questions to sell or point-outs during the sales conversation Offer a service to the guests for a memorable dining experience and then turn it into sales.

BASIC COLD KITCHEN

Target Audience: Garde-manger Cook and Commi, and entry level positions Duration: Varies Focus of the Program The following are examples of daily programs for the cold kitchen module. The daily programs can be arranged as per requirement. Modules covering other topics of the cold kitchen can be conducted too. 1 day Salads and salad dressings 8 Hrs Vegetarian salads The right dressing for the right salad 1 day Salads and salad dressings 8 Hrs Salads with meat and seafood The right dressing for the right salad 1 day Cold sauces 8 Hrs Basic sauces Variations from basic sauces The right sauce with the right dish 1 day Tapas and Canaps 8 Hrs Cold canaps Pain Tapa 1 day Food decoration 8 Hrs Before carving Food carving Specific preparations and treatment Carrot, turnip potatoes Leek asters Roses radish, tomato, water chestnuts, carrot Bushels Cucumber lotus 1 day Buffet presentations 8 Hrs Salad buffets Cocktail and tapa buffets Decoration and garnishes Learning Outcome

At the end of the course, active participants will be able to prepare mise en place for the topics covered
Produce dishes as demonstrated during the program Listing and describing different variations that can be made from basic recipes covered during the program Define and describe different methods by which products are made (covered during the program)

BASIC HOT KITCHEN

positions

Target Audience: Short Order Cook, Hot Kitchen Cook and Commi, and entry level Duration: Various Focus of the Program The following are examples of daily programs for the hot module. The

daily programs can be arranged as per requirement. Modules covering other topics of the hot kitchen can be conducted too. More intensive modules can be conducted by covering one topic over several days, instead of a single day.
1 day Pasta 8 Hrs Making fresh pasta Pasta dishes in different variations Variety of pasta sauces 1 day Focus on fish and seafood 8 Hrs Preparing fish and seafood Handling fish and seafood Different cuts Preparation of fish and seafood 1 day working with poultry 8 Hrs Preparation and Deboning of poultry Handling poultry Different cuts Preparation of poultry 1 day Vegetables 8hrs Product knowledge Vegetable cuts Preparation methods for vegetables 1 day Stocks and sauces 8hrs Different types of stocks and sauces Preparation of a variety of stock Consomm Different sauces and their variation 1 day Focus on beef 8 Hrs Product knowledge Different cuts of beef and their use Preparation of beef dishes Learning Outcome:

At the end of the course, active participants will be able to

Prepare mise-en-place for the dishes demonstrated during the program Produce dishes as demonstrated during the program Listing and describing different variations that can be made from basic recipes covered during the program Define and describe different methods by which products are made (covered during the program)

At the end of the course, active participants will be able

Target Audience: Bakery and Pastry entry level positions Duration: 6 days at 8 hours Focus of the Program The following are examples of daily programs for the pastry module. The daily programs can be arranged as per requirement. Modules covering other topics of the pastry kitchen can be conducted too. 1 day Working with creams 8 Hrs Fresh cream Imitation cream Sweetened whipped cream (crme chantilly) Butter creams Pastry creams Frangipane (almond cream) Ganache 1 day Bavaroise and Charlottes 8 Hrs Bavaroise (Bavarian cream) Custard based Bavaroise Syrup based Bavaroise Charlottes Mousses Ingredients used 1 day Working with puff pastry 8 Hrs Puff pastry production (French method, English method) Basic sweet recipe Basic non-sweet recipe Key points Problem solving Working with puff pastry 1 day Sugar pastry and short pastry items 8 Hrs Ingredients used to make short and sugar pastry Methods of producing short and sweet pastries Equipment used when working with short and sugar pastry 1 day Sauces, glazes and coulis 8 Hrs Mise-en-place Preparation of sauces, glazes and coulis Rules for handling short pastry 1 day Food decoration 8 Hrs Use of colors Simple decorations Templates Butter cream Fondant Icing Learning Outcome To prepare mise-en-place for the topics covered Produce dishes as demonstrated during the program Listing and describing different variations that can be made from basic recipes covered during the program Define and describe different methods by which products are made (covered during the program

BASIC PASTRY

FUNDAMENTAL KITCHEN SKILLS

Target Audience: Kitchen Staff in Food Service and hospitality organizations Duration: 40 Hours

Focus of the Program Preparing the work place Your appearance Culinary terms Knife skills Washing food Basic cuts of vegetables and fruits Basic cuts of poultry, meat and seafood The 7 methods of cooking Learning Outcome

At the end of the course, active participants will be able to

Describe how the working area is prepared for work Explain the basics of personal hygiene and chefs grooming Use and explain the mostly used culinary terms Start to develop a comprehensive food preparation vocabulary Explain and observe the safety rules concerning knives Describe the use of various types of knife Name and describe various cuts of vegetables and fruits Select appropriate methods for different cuts of meat and poultry.

Safe Food Handling Target Audience: Food Handlers- Kitchen Staff, Food Servers, Food Processing Personnel Duration: 16 Hours
Focus of the Program Providing safe food The micro world Contamination, Food allergies and food borne illnesses The safe food handler Purchasing and receiving safe food Keeping food safe in storage Protecting food during preparation Protecting food during service

Learning Outcome At the end of the course, active participants will be able to Explain the dangers of food borne illness Identify potentially hazardous foods Identify the microbial risks associated with various types of food. Identify ways in which food can become contaminated and methods to prevent contamination Determine when to accept or reject different types of foods during receiving Label and store specific types of refrigerated and frozen food Properly store raw foods to prevent cross-contamination Properly thaw frozen foods Identify the minimum internal cooking temperatures of foods Cool, store, and reheat cooked foods properly Safely set up buffets and food bars and replenish them List and apply the eight rules of safe food handling

Fundamentals of Excellence Programme (Hospitality Attitude Development Programs)

Fundamentals of Excellence are a suite designed to develop the management and leadership competencies of team leaders and assistant managers. It focuses on the development of effective people skills, and essential management functions. The modules are all interlinked and will give an overall awareness of the role of an effective leader and the methods that can be used for application of these skills in the workplace. The suite comprises of many activities giving a workshop feel to the programme. Short lectures will be used to introduce theories, links and examples. This method of delivery has been chosen to encourage application to the workplace as much as possible. Personal Skills Effective Leadership Leading Transformational Change Motivation Time Management - Managing Oneself Better! Teams - Working Together Yet Differently Professional Skills Modern Management Practices Managing Upward Delegation A recipe for growth Effective Feedback Conflict Management Profit center planning and operations Problem Solving & Decision Making Building Coalitions and Effective Leader Communication Excellence in Customer Service Professional selling techniques Life Skills The Positive Persona Stress Management Skills Effectiveness Training Time Management Skills Interpersonal Skills Assertive Skills

Target Audience: Supervisory Level Staff, Training Managers, HR Managers, Department Heads Duration: 16 Hours Focus of the Program Understanding goal setting objectives Understanding and dealing with challenges Planning for team performance its importance and how do you plan Development team for team performance Analyzing team and gear up for different situations Communicating, organizing teams and using teams potential Assess / review individuals and team performance Learning Outcome At the end of the course, active participants will be able to Describe the basics of team work Identify challenges facing a team Identify skills of team members and to build harmony Apply and present the goal setting process for a given task Measure success of the team and plan what happens next Explain the three benefits of a team and the five stages of team building

TEAM PERFORMANCE

Target Audience: Supervisory Level Staff, Training Managers, HR Managers, Dept Heads Duration: 8 Hours Focus of the Program Realizing your strength an fulfilling your potential Enhancing your thinking toolset Achieving results in pressure situations Building your professional reputation Preparing and presenting winner proposals Creating the results you want Learning Outcome At the end of the course, active participants will be able to Achieve professional excellence as a result of high performance throughout the job Understand the relations between external and internal customers as the end result of a process. Demonstrate how to use talents and skills to carry out pre-determined results Increase demands from customer who want higher standards Prepare, present and reach win-win situations

PERSONAL SKILLS FOR PROFESSIONAL EXCELLENCE

DEVELOPING POSITIVE ASSERTIVENESS SKILLS Target Audience: Supervisory Level Staff, Training Managers, HR Managers, Department Heads Duration: 8 Hours Focus of the Program Assertiveness essentials Real-time assertiveness skills Assertiveness as an expression of personal power Various tools and techniques used Aggressive passive - assertive Building your assertiveness skill set Transcending challenging situations Understanding and implementing Assertive Confrontation - Roadblocks to assertiveness and counterparts Assertion strategies Learning Outcome At the end of the course, active participants will be able to deal with own feelings set boundaries for others and oneself Present clear messages Develop a good understanding of feelings of persons with whom they are working and communicating Use the art to say No Gain increased confidence Use the tools available and you know Handle difficult people Move forward in awkward situations

SELF MOTIVAITON
Target Audience: Supervisory Level Staff, Training Managers, HR Managers, Department Heads Duration: 8 Hours Focus of the Program Self motivation Unstoppable motivation What do people want from their jobs? The strength of certain needs The perception that taking certain action will satisfy those needs

Failure as a stepping stone to success Can you really motivate yourself? What can kill motivation? The seven rules of motivation

Learning Outcome At the end of the course, active participants will be able to Describe what motivates people to work Point out what motivation means Explain how to motivate themselves Explain how to motivate the fellow workers Describe motivation tools and how to use them Point out what motivation means Turn into a person that is always aware of and always focusing the attention on the benefits he/she will gain from goals achieving Learn from failure and the pain from not taking the necessary actions Enjoy aspects of taking the right action and making the right decision

DIVERSITY IN THE WORK PLACE

Duration: 8 Hours Focus of the Program

Target Audience: Supervisory Level Staff, Training Managers, HR Managers, Department

Heads, General Managers

Understand different cultures and behaviors Communicating and working with diverse teams Communicating with different levels Controversial issues Understanding of the techniques required to work with diverse teams Diversity and customer service Cross Cultural Communication Conflict Resolution Learning Outcome At the end of the course, active participants will be able to Develop intercultural behavior skills and awareness Emphasize the connection between communication and cultural differences Understand and explain how to communicate on different levels Be available and attentive to customers and colleagues Understand the cultural differences of international tourist groups Prevent misunderstanding arising from cultural differences Awareness of different cultural and individual styles to maximize business operations

Target Audience: Supervisory Level Staff, Junior Executives, Training Managers, HR Managers, Department Heads Duration: 16 Hours Focus of the Program Contact with customers Contact with colleagues and superiors The welcoming environment Verbal communication sending messages Non-verbal communication working with body language Active listening techniques - receiving messages Dealing with assumptions Working with different points of view Channels of communication Encoding storing - retrieving Learning Outcome Active participants will be able to Underscore the relation between effective communication and good service Emphasize the connection between communication and teamwork Practice effective communication skills in their job Raise awareness with their communication style Understand communication dynamics, patterns, habits and beliefs Develop great listening and responding skills Develop individual strengths and qualities Use positive reinforcement Manage conflicts and gain confidence

COMMUNICATION IN THE WORKPLACE

POSITIVE ATTITUDE

Target Audience: Supervisory Level Staff, Junior Executives, Training Managers, HR Managers, Department Heads Duration: 8 Hours Focus of the Program Definition of positive Attitude The Magic of Positive Attitude Need for Attitude renewal The Bataris Box Attitude adjustments Adjustment disorders 10 ways to deal with negative people Protecting your most priceless possession your positive attitude Yes You Can!

Learning Outcome At the end of the course, active participants will be able to Develop positive attitude and personality Develop a positive attitude and personality towards job and people Adjust attitude to various environments Develop own self and image improvement Identify clear goals and visions

Target Audience: Supervisory Level Staff, Training Managers, HR Managers, Department Heads, General Managers Duration: 8 Hours Focus of the Program Your time is Your Responsibility Avoid over-Managing your time The 80 : 20 rule Prioritization and managing interruptions A simple time management system Urgency vs. importance Time Robbers, wasters and time savers Gaining time by delegation Apply three-Rule time test Rule 1: if it doesnt help you meet your goals, stop doing it Rule 2: if someone else can do it, delegate it Rule 3: if it is caused by a crisis, have contingency plans A simple time management plan The rule of the big rocks Learning Outcome Active participants will be able to Understand the importance of taking responsibility for your time, Know how to weigh the consequences of what you do or you dont -during your work day, use a simple weekly planner, Apply the Three-Rule Time Test to your daily activities. Control their workload Concentrate on results and not on being busy

TIME MANAGEMENT BEAT WORK OVERLAOD & INCREASE EFFICENCY

Target Audience: Supervisory Level Staff, Training Managers, HR Managers, Department Heads, General Managers Duration: 24 Hours Focus of the Program The powerful art of coaching Structuring the learning and coaching cycle Understanding into one-to-one dynamics Honing your coaching skill set tools and techniques for coaching Adapting your coaching style to individuals and situations Coaching for commitment Employee retention Learning Outcome At the end of the course, active participants will be able to Explain why training and coaching is vitally important for the company and the employees Define and develop the roles of a coach Describe how to use a variety of assessment methods to determine training needs Prepare and use instructional design techniques and processes Explain what is mentoring and what it is not Look at what has worked particularly well and what ahs not Identify difficulties there may have been Define best practice for what he/she is trying to accomplish To agree to a coaching template MANAGEMENT AND LEADERSHIP Target Audience: Supervisory Level Staff, Junior Executives, Training Managers, HR Managers, Department Heads, General Managers Duration: 24 Hours Focus of the Program How motivated are you to lead? Structuring effective work design Shaping the leadership thought process Discover the leader within you Harnessing the power of motivation and performance measurement Building team-led effectiveness Forging your role as a leader Leadership styles using the right one for the right situation Adapting your leadership role to accommodate differences

COACHING EMPLOYEES TO THEIR POTENTIAL

 Designing an effective team communication strategy Planning your transition to successful leadership Building Expert Power - Leading from the front Learning Outcome At the end of the course, active participants will be able to Gain personal insight on how to relate to others Improve leadership abilities to become a better leader See how others view and perceive ones personal behavior Find the passion to lead Develop an understanding of high performance teams Understand how to build leadership, managing quality related issues in the daily business environment Plan and implement an efficient team communication system

Target Audience: Supervisory Level Staff, Training Managers, HR Managers, Department Heads Duration: 16 Hours Focus of the Program Preparation of presentation and room Nine secrets of presentations exploring how presentation works What already works about your as a presenter What to present? Listening techniques Speaking abilities Ways of speech or presentation Removing stage fear and speaking fear Techniques to handle presentations Using support materials to enlivening your presentations Class control and management Maintaining confidence and handling nerves Hints and tips for effective presentations Learning Outcome At the end of the course, active participants will be able to Understand that all effective communications begin with the audience in mind. Prepare materials and location for an effective presentation to enhance delivery Overcome fear in speaking before a group and use positive body language to encourage audience Stretch his/her capacity to present

PRESENTATION SKILLS

Understand what happens in front of an audience Create and make compelling, dynamic, memorable, and persuasive presentations Grab attention Sway the audience Get the audience to listen less and do more Overcome aggressive questioning and handle difficult situations

Target Audience: Supervisory Level Staff, Training Managers, HR Managers, Department Heads Duration: 16 Hours Focus of the Program Stress happens determining the treatment regime Causes of stress I did it to myself stopping self sabotage Overload eliminating stress from the environment Problem jobs Problem people Your environment pressure and performance management The symptoms of excess stress and personal stress audit Characteristics of well-managed stress Six mental techniques for handling stress Avoid burnout The distinction between pressure and lack of ability Prescription for success The psychology of changing behavior and making appropriate behavior changes Learning Outcome At the end of the course, active participants will be able to Explain the definition of stress and its impact understand the different views of stress sources which are held and defended Control information overload Apply tools for staying calm and in focus despite interruptions Begin implementing reachable goals created during the session and set clear boundaries Save time and reduce stress with improved listening Demonstrate techniques for interacting with difficult people Identify and manage stress in others Create important time just for one self Avoid as soon as traps tactics for successful time management

STRESS MANAGEMENT

Target Audience: Supervisory Level Staff, Training Managers, HR Managers, Department Heads Duration: 8 Hours Focus of the Program The purpose of conflict Handling difficult situations and dealing with uncomfortable feelings Telling people they are wrong in the right way Achieving a different outcome Winners and losers in conflict create a win-win situation Understanding disagreement Dealing with conflict and managing conflicts Anger control Increasing sensitivity Feeding the solution, not the problem Surviving company politics Learning Outcome At the end of the course, active participants will be able to Identify different types of conflict at work and know his/her preferred method of dealing With conflict Use different strategies for dealing with and managing conflicts Use assertive behavior rather than aggressive or passive behavior Get to the heart of the problem Use honesty and agreements Turn arguments into discussions Understand the people involved play Make best use of body language, listening skills and oral communication Keep his/her cool, stand his/her ground and reach a positive resolution Save time conflicts holds back productivity

CONFLICT MANAGEMENT

TRAIN THE TRAINER

Training leaders is essential, but training has to be an ongoing process. You need to train the trainer to ensure the long-term effectiveness of your organisation's management team. Veloxian can facilitate management excellence through training needs analysis and trainthe-trainer programs to maximize the return on your training budget while building an effective management team as well as to give your internal trainers the tools they need to help you instill your vision and mission into your management team -- today, tomorrow, and into the future. Assimilating a combination of traditional "Guru - Shishya" techniques to modern day management "Buddy" programs, Veloxian facilitates your organisation to cash in on the vastly untapped potential of your most valuable resource. Given below are but a few of our Train the Trainer programs that turn your management and staff into mentors to total quality services. Needless to say again , Veloxian specialises in customising training programs for our clients on a one to one basis. Train The Trainer module for Trainers A module aimed at explaining the science behind training, basic training record formats, t.n.i.e., objective evaluations, professional presentations, and over all training optimisation Coaching & Mentoring module for Senior Management A module targeted to turn senior managers to unleash their full potential by facilitating others to perform better. Train The Trainer module for Supervisory Management An effective module for supervisory level staff in order to standardise and exemplify the services offered. Train The Trainer module for basic skill staff The most effective method of induction and standardisation of different skill sets among basic skill staff .

Pricing Of Complete Learning Solutions

Veloxian International Learning Solution: Fee Guidelines
Program Duration* One or Two days Three to four days Five days or more Travel days** Investment* 58,000 INR per day 38,000 INR per day 30,000 INR per day 14,000 INR per day International $2500 US per day $2000 US per day $1800 US per day $500 US per day

*These prices are without prejudice and are not a formal offer. Details are confirmed before any proposal is finalized *Prices are for one trainer-consultant and include preparation time *Prices are for consecutive days Co-trainers, trained assistants and translators are available Training days include up to 9 contact hours with groups of up to 24 people Coaching days include up to 9 contact hours with individuals and small groups Research days include up to 9 contact hours of on-site interviews, perusing records, etc **A travel day requires over four hours travel by air, rail or other transport. Travel expenses are paid by the client and include airfare, hotel, and car rental. A 15% retainer is required when a proposal is accepted, and is deducted from the invoice. If air travel is required, a return business class airline ticket is an acceptable deposit.

The Pricing of Veloxian International is very cost effective and is dependent the size of the organisation, number of delegates/employees, and duration of the training contract. The Simplest Pricing Method is per session basis which is Rs.6000 per Session (Per Hour) for short duration programs (logistics and training material expenditure extra). Plus there will a nominal one time prelim training customization cost which is decided after the preassessment of training needs. The Pricing can also be on annual retainer ship basis and is especially suited for companies who want to build long term strategic relationship with Veloxian International and grow professionally. Veloxian International Learning Solutions modules are discounted for the companies that also undertake Management Consultancy services.