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The HITT programme is implemented by the Netherlands Development
Organisation (SNV) through the financial assistance of the European
Commission (EC) Investing in People programme. The HITT initiative aims to
contribute to sustainable pro-poor growth of the informal tourism sector in
seven least-developed and developing countries in Sub-Saharan Africa and
Within the framework of this initiative, SNV and its local partners have
elaborated a skills development programme for informal sector actors,
notably women and youth, unskilled and semi-skilled workers, in close
collaboration with the private sector. In Ghana the HITT programme has been
working with the tourism sector to identify occupations in demand by the
private sector, developing training curriculum and materials and delivering
this training to beneficiaries. The occupations selected are
waiters/waitresses, guestroom and public area attendants and street food
The Food and Beverage and Accommodation Operations curriculum and
training materials are one of the several skills building products developed by
the High Impact Tourism Training (HITT) for jobs and income programme to
support informal workers and potential workers from the tourism sector of
Ghana to enhance their productivity and professionalism, and to increase
their employability and income opportunities.

SNV would like to express its sincere thanks to the European Commission for
funding the development of this training material. Many thanks also goes to
the following persons for their contribution towards the development of the
training materials; Lisa Gordon-Davis, Egi Gaisie, Rosalind Adjei-Seffah,
Beatrice Archer, Constans Kwame Noagbey, Se-Yena Awushi Korkor Tettey,
Mawuko Fumey, Victor Kanor Caesar and trainers from Hospitality Plus and
ERAM Hospitality and Consultancy Ltd. Sincere acknowledgements also goes
to members of the HITT Advisory Board task team.

“This publication has been produced with the financial assistance of the
European Union. The contents of this publication are the sole responsibility of
SNV and can in no way be taken to reflect the views of the European Union.”

Some of the images were extracted from www.google.com

Attention getter
Show pictures of unprofessionally dressed staff, stained bed
sheet, dirty restaurant to the learners. Ask if these are
acceptable and if not, why not? What should be done

Box 1: Explain why it is important to be professionally

Story telling: John is invited
for an interview as chef. He
gets to the venue with un-kept
hair and long beard. What
impression is he going to give
the panel?
Explain first impressions and its
significance in the industry

Activity: Learners to
brainstorm on acceptable
standards of grooming as a
room attendant/ waitress.

Ask learners to identify the
components of personal
Wash hands…

After: Before:
• Using toilet • Eating
• Smoking • Working with food
• Handling rubbish • Serving guests
• Coughing
• Sneezing, blowing nose
• Touching animals
• Working with food

Results of Poor Personal Hygiene

• Social Embarrassment
• Lack of Self Confidence
• Poor business image
• Guest complaints
• Infection
• People avoid you
• Illness
• Transmit illness to others
Show a picture of staff
suffering from cold. Ask if it
safe for such a person to
work? If not, why? List the
views from the learners.

Ask learners to mention

common sicknesses, illness
and injuries in our local

List specific practices that

must be adhered to during
sickness, illness and injuries:
Box 6: Explain Ethics and Values:

Case study:

A restaurant closes at 10 pm. A group of 8 customers

walked in for service at 9: 50 pm and were told that the
restaurant could not operate beyond 10pm.

Ask learners to bring out their views as to whether the

staff was right or wrong.

Brainstorm: Using the above explanation on ethics and

values ask learners to brainstorm on interrelationship
between the two.
Good Work Ethics
 Do not give your workplace information out
 Be punctual
 Do not have romantic relationship with co-workers or
 Do not be absent without permission
 Do not steal hotel, guests or co-workers property

Consequences of Acting Unethically

• Fewer Jobs
• Lose Respect
• Unpleasant Working Environment
• Customer Dissatisfaction
• Business Failure
Box 7: Recap: activity on the SPIRIT of hospitality. Ask
learners to explain the word team using the acronyms ‘T E A

•T - Together
•E - Everybody
•A - Achieves
•M - More

In groups of 6, ask learners to describe the components of a

team in a food and beverage service and housekeeping


Members of the team:

• Waiters
• Room attendants

•• House persons

•• Receptionist

•• Maintenance staff
Illustrate the roles of all the people/members of a team
involved in ensuring that customers are served a cold glass
of beer in a restaurant.
• Reliability
• Cooperation
• Flexibility
• Respect
• Openness

Ask learners to select words that best describe essential

attributes of team players and affirm their answers

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