Food & Beverage
HOSPITALITY
and Customer Service
TOURISM INSTITUTE
Fundamentals
Committed to Tourism. Committed to You.
This session aims to:
⇒ expose participants to a wider variety of
HOSPITALITY & SERVICE
food service systems within Food and
FOR CUSTOMER SERVICE PROVIDERS
Beverage service operations
⇒ expose participants to Restaurant and
Bar service by developing their professional
and practical skills
⇒ examine the importance of personal
attributes and responsibilities of Food and
Beverage personnel
⇒ upgrade Sales and Marketing skills: in-
creasing sales and profit margins and
⇒ develop Quality Customer Service and
professional work ethic
Duration: Thirty (30) contact hours
Cost: A minimum of ten (10) participants:-
$900/person
For detailed information on course outlines and
delivery, lecturers, programme durations and
certification, please contact the
Marketing & Communications Department
Tel: (868) 660-2196/2352.
Fax: (868) 660-2197.
thtitobago@tstt.net.tt
www.thtitobago.com
P.O Box #131, Scarborough. Tobago.
West Indies.
TOBAGO Food Preparation
&
This course serves to introduce
participants to the fundamental
You skills of cookery, providing trainees
with foundational instruction in food
preparation and service.
TRAINING The course is delivered in separate units; each
involving extensive practical components which
AND THE TOURISM SECTOR may be taught independently. However, it is
recommended that these are chosen in the
stages identified, for systematic and efficient
learning.
Unit topics covered include:
⇒ Hygiene and Safety, Menu Planning, the
Written Recipe, Costing knowledge,
Management and use of Kitchen tools and
equipment;
⇒ Stocks, Sauces and Soups: Classification,
functions, preparation, et cetera;
⇒ Poultry, Fish & Shellfish, Meats: Definition,
composition and structure, acceptable
standards, handling and storage, et cetera;
⇒ Starches & Vegetable Cookery: Handling
and storage, preparation, control, applica-
tion of cooking methods based on
character, et cetera;
⇒ Sandwiches, Salads & Appetizer
preparation; and
⇒ Pastry, Cakes & Cookies
Duration: Forty Six (46) contact hours per Unit
Cost: A minimum of ten (10) participants:-
$1,750.00/person/unit
Tour Design and
Management
This module, with its practical
exercises, will aid participants to:
⇒understand the structure of Tourism and
how the Tours sector operates within it;
⇒understand the process of Tour product
development, from concept to product; and
⇒develop Tour packages and corresponding
marketing strategies using industry
standards
Duration: Twenty Three (23) contact hours
Cost: A minimum of twelve (12) participants:-
$850.00/person
Know Your Tobago
This course encompasses the history,
historical architecture, archaeology, culture
and festivals of Tobago and is designed for all
persons involved in the industry.
It builds appreciation for:
⇒the structure of tourism and how the
culture and history of Tobago form an
integral part of the overall product;
⇒architecture of merit; the built heritage;
cultural festivals, historical and archaeological
sites and attractions; and
⇒ examples of good practice.
Duration: Twenty Six (26) contact hours
Cost: A minimum of twelve (12) participants:-
$750.00/person

HOSPITALITY &
SERVICE TRAINING
for Customer Service
providers and the Tourism
sector
As the primary educational institution
for the tourism, hospitality and related
industries, the Tobago Hospitality &
Tourism Institute has accepted the
mandate to develop a series of intense,
relevant and convenient training
programmes for these burgeoning
sectors.
The aim is to improve the quality and
skills set of the human resources
already employed in the industry,
through concise sessions which are
individually customized to suit each
organization’s specific needs and can
be conducted on-site.
Your business is sure to benefit from
these ideal programmes; they will
Quality Customer
Care: Delighting the
Customer
At the end of this module, participants will:
⇒ have an understanding of what custom-
ers expect, so as to anticipate their needs;
⇒ appreciate the concepts entailed in
delivering excellent customer service;
⇒ know how to deal with difficult custom-
ers- in the best interest of the customer and
the business;
⇒ understand how communication tools
(email, letters, faxes) should be used, with
the aim of improving internal (staff) and
external (customers) communication; and
⇒ find ways of handling personal anxieties,
while pleasantly dealing with customers.
Duration: Fifteen (15) contact hours
Cost: A minimum of ten (10) participants:-
$650.00/person
Principles of Housekeeping
Principles of Housekeeping
sensitize housekeepers to
⇒ ⇒
the importance of the upkeep
of individual performance
standards as they relate to the
property’s competitive rating and how this
rating affects Tobago’s service standard;
⇒ encourage appreciation of the house-
keeping function and its relation to various
departments, as well as, its impact on overall
guest satisfaction; and
⇒ increase participants’ awareness of
personal and public safety & health responsi-
bilities as these relate to the Occupational
Safety and Health Act, 2004.
Duration: Sixteen (16) contact hours
Cost: A minimum of ten (10) participants:-
$650.00/person
Principles of Front Desk
Operations
The objectives of this training module are to:
⇒provide front desk agents with tools that
enable them to modify their performance, so
Principles of Front Desk Operations
create a stepping-stone for
candidates by encouraging
further training, personal
development and improvement
of industry performance standards.
Duration: Twenty (20) contact hours
Cost: A minimum of ten (10) participants:-
$700.00/person
Tour Guiding
This module seeks to:
⇒ provide basic and essential
training to persons who wish to
conduct route tours by foot and/or by
vehicle in outdoor settings, for individuals
and/or group(s);
⇒ help participants improve guiding skills
and techniques enhancing personal
confidence and delivery;
⇒ develop communication skills and the
personal qualities necessary for effective and
professional guiding services to visitors; and
⇒ deepen the foundation for the continuous

strengthen the quality of the products career development of participants.

you offer and most importantly, the
accompanying service delivery, while
easily being accommodated within
your work schedule.
Operations
Some of the objectives of this training course
are to:
⇒ train participants in the industry’s best
practices for guestroom and public space
cleaning;
as to create sustainable improvements in
guest satisfaction and affect the property’s
profitability by increasing Revenue earned Duration: Twenty Six (26) contact hours
Per Available Room (RevPar); Cost: A minimum of twelve (12) participants:-
⇒ train participants in: telephone etiquette,
$850.00/person
how to handle inquiries, enhance guest
delight through delivery of quality customer
service and how to sell additional rooms; and