2011 Hospitality Training Programme

WELCOME HOST

Welcome Host (WH) Jersey has been developed by the Welcome Host Management Group (JT, TEP, JHA and JCOC) in association with the Wales Tourist Board.  It is part of an initiative to raise standards of performance in the service sector and to boost tourism business.  It is designed to meet the specific needs of those working in the tourism industry and related service sector areas in Jersey and is based on the highly successful Welcome Host programme operating throughout the United Kingdom.  The seminar provides an opportunity for everyone to work together to provide a really warm welcome to our visitors and to enhance customer satisfaction.  It aims to ensure that we are able to create a favourable impression on customers, leading to increased sales and repeat business.  Welcome Host is one-day interactive training seminar that includes a variety of activities designed to ensure a fast-moving, informative and interesting day.  Each successful participant is awarded a Welcome Host certificate and badge.

WELCOME HOST PLUS

Welcome Host Plus (WH+) is a customer service training programme which has been developed by VisitBritain (formerly the English Training Council) and the Regional Tourist Boards in England.  It aims to build on and extend the knowledge and skills developed by participants when taking part in the Welcome Host training programme.  It is designed to help participants offer world class standards of service that meet, and whenever possible exceed, the expectations of customers on a consistent basis.  Welcome Host Plus has been developed for employees and volunteers working in all sectors of the tourism industry including hospitality, travel and transport, leisure and entertainment, and visitor services.  It is also suitable for other staff whose work brings them into contact with visitors, such as those working in retailing and financial services, and for students preparing for employment in the tourism industry.

Royal Society for Public Health - Level 2 Award in Food Safety in Catering

This qualification is designed principally for those who are, or intend to be, food handlers working in catering. A food handler is any person, in any type of food business, who handles food, whether open or packaged (food includes drinks and ice). This qualification may also be appropriate for people whose work requires them to enter food premises, e.g. equipment maintenance engineers, off-site business owners/managers and delivery personnel. The aim of this qualification is to provide a basic knowledge of food hygiene.

Holders of this qualification will have knowledge and understanding of the importance of food hygiene, associated food hazards, good hygiene practice and controls based upon an awareness of food safety management systems. This is important to understanding and maintaining good practice in the handling, processing and preparation of safe food.

This is a short programme usually delivered over one day with a 40 minute “multiple choice” exam at the end of the day.

Please remember that Public Health has advised that all Jersey hospitality businesses should be following EC legislation in relation to Food Hygiene training which states that all handlers of open food should be trained to a minimum level of CIEH level 2 or equivalent.  

This RSPH Level 2 Award in Food Safety in Catering course satisfies this criteria in full.

Royal Society for Public Health - Level 3 Award in Food Safety in Catering

This Level 3 qualification is designed principally for those who are, or intend to be, supervisors of food handlers within the catering and hospitality industry. Holders will gain a broad knowledge of food safety and food hygiene, enabling them to identify problem areas and recommend solutions.

Holders of this qualification will have the appropriate knowledge and understanding to be able to take responsibility for food safety monitoring procedures, to identify hazards to food safety, take appropriate action in the light of these hazards and contribute to improvements in food safety practice.

The qualification is firmly based on the Level Three National Occupational Standards developed by People 1st, the Sector Skills Council for the hospitality industry, and conforms to the qualification template developed by RSPH and other awarding bodies under the guidance of People 1st.

This qualification is an ideal link between the “Level 2 Award in Food Safety in Catering” qualification and the more advanced “Level 4 Award in Managing Food Safety in Catering”.

This course is delivered over three days, and assessment is by a one a half hour examination of 45 multiple-choice questions.

Royal Society for Public Health - Level 2 Award in Health and Safety in the Workplace

This qualification is aimed at those who require a better understanding of health and safety for within the workplace. The emphasis is on making the employee safe for him/herself, safe for others and capable of identifying potential hazards. "Health and Safety" takes as its starting point the fact that most accidents are attributable to a lack of knowledge or carelessness and that the key to improvement is increased awareness on everybody's part.

Holders of this qualification will understand the general principles of health and safety in the workplace, the nature of hazards and risks in the workplace and their possible effects, and hazards and risks likely to affect the occupational health of individuals.

This short programme is usually delivered over one day, and is assessed by a 30 minute test consisting of 20 multiple-choice questions.

EFFECTIVE UPSELLING

The 'Effective Upselling' Training Programme has been developed by Tourism South East.  It has been designed to enable participants to develop the skills to upsell products and services successfully and to maximise sales revenue.  The workshop has been designed for those working in the tourism, leisure, hospitality and related sectors whose role involves selling products and services to customers.  It is particularly relevant in difficult times - businesses need to be able to maximise opportunities with existing clients as well as new ones.

The basic outline of the 1-day training programme covers:
1.    Introduction - The role of upselling
2.    Understanding the Sales Triangle
3.    Mapping the Customer Journey
4.    Generating Positive Emotions
5.    Making the  Sale

Cost of Course: £75 per person.

For further information please e-mail This e-mail address is being protected from spambots. You need JavaScript enabled to view it or call 721421.

WELCOME LINE

The Welcome Line customer service training programme has been developed by VisitBritain and the regional tourism organisations in England. It has been designed to assist individuals and organisations to improve the service that they provide on the telephone. It aims to ensure that organisations are able to provide first class standards of service on a consistent basis to all their customers and other callers.

Welcome Line has been developed for employees and volunteers working in all sectors of the tourism industry including hospitality, travel and transport, leisure and entertainment and visitor services. It is also suitable for other staff whose work brings them into contact with customers on the telephone such as those working in retailing and financial services and for students preparing for employment in the tourism industry.

The outline of the 1-day training programme consists of:

1. Introduction - The Role of the Telephone
2. Business, service and the telephone
3. Best practice in the basics
4. Specific communication skills
5. The telephone as a sales and marketing tool
6. Handling difficult callers and complaints
7. Action plan
8. Assessment activity