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Training Programs

Structured learning for every role

From soft skills to food-safety certifications, our L&D team designs role-specific programs for hotels, restaurants and retail teams of every size.

  • Grooming & Hygiene
  • Body language
  • Creating Sense of Business
  • DOs & DON'Ts
  • Basics of customer expectations
  • Impressions
  • Telephone etiquette
  • Answering calls
  • Greeting
  • Voice Modulation
  • Transferring calls
  • Putting calls on hold
  • Taking messages
  • Bidding farewell
  • DOs & DON'Ts when handling telephones
  • What are complaints?
  • Why complaints arise?
  • Different types of complaints
  • Nature of hospitality job
  • Steps of complaint handling
  • Successful complaint handling
  • Job market of the country
  • Money and the society
  • Rich people and poor people
  • Make a difference
  • What makes one rich and another not
  • Why people fail in career
  • Career planning
  • Achieving success
  • Hotel industry path for success
  • Management responsibilities
  • Supervision as a leadership quality
  • Duties of a supervisor
  • Staff training
  • Career guidance
  • Standards maintenance
  • Discipline maintenance
  • Managing resources
  • What is managing time
  • Managing time Vs managing work
  • Why time management
  • Stress
  • Time management techniques
  • What are etiquettes?
  • Scope of etiquette
  • Purpose of etiquette
  • Etiquette for personal success
  • Grooming etiquette
  • Business, Social & Dining etiquette
  • What is a team?
  • Teams and groups
  • Objectives and teams
  • Composition of a good team
  • Why teams fail
  • Team communication
  • Team building techniques
  • Managing people based on skills
  • Team management techniques
  • Team Building
  • Introduction to employee training & development
  • Adult learning & child learning
  • Steps of training cycle
  • Training needs analysis
  • Training needs & non training needs
  • Resource investigation
  • Designing of training
  • Training planning
  • Presentation skills
  • PowerPoint presentations
  • Training aids
  • Training activities
  • Public speaking skills
  • Voice modulation
  • Handling different audiences
  • Giving feedback
  • Presentation development
  • Group presentation
  • Introduction to employee motivation
  • Motivational theories
  • What motivates employees
  • Sustainable employee motivation
  • Performance management Vs. motivation
  • Employee motivational techniques
  • Motivation Vs. Productivity

A comprehensive two-day training programme covering every element of customer service, using activities, games, role-plays and video presentations to exceed customer expectations.

  • Introduction to Customer Service
  • Customer Service Vs Hotel Industry
  • Sense of Business and First Impression
  • Service Mindset
  • Grooming & Hygiene
  • Body Language
  • Welcoming Guests
  • General Guest Service Standards
  • Service and Sales
  • Care
  • Flexibility
  • Ownership and Selling Skills
  • What to Talk and What Not to Talk
  • Dos & DON'Ts
  • Responsiveness & Speed
  • Team Work for Success
  • Cross Cultural Awareness
  • Complaint Handling
  • Our Mistakes
  • Attributes of a professional receptionist
  • Grooming and hygiene
  • Body language
  • Customer service & Sense of business
  • Responsibilities of a receptionist
  • DOs and DON'Ts
  • Ownership & smooth operation
  • Complaint handling
  • Basics of customer expectations
  • Impressions
  • Telephone etiquette
  • Answering calls and voice
  • Greeting
  • Transferring calls & Putting calls on hold
  • Taking messages
  • Bidding farewell
  • DOs & DON'Ts
  • Attributes of a professional houseman
  • Grooming and hygiene
  • Body language
  • Customer service & Sense of business
  • Responsibilities of a houseman
  • Entering a room
  • Cleaning rooms
  • Public area cleaning
  • Flower arrangements
  • Minibar operation
  • Lost and found procedure
  • Self-discipline for room attendants
  • DOs and DON'Ts
  • Ownership
  • Complaint handling
  • Types of chemicals in use
  • Different usages of chemicals
  • Mixing of chemicals
  • Proper usage of chemicals
  • Introduction to professional F&B service
  • Attributes of a professional F&B service
  • Preparation of the outlet to begin work
  • Duties of the outlet in-charge
  • Professional appearance of stewards
  • Handling reservations
  • Welcoming guests
  • Greeting and seating
  • Offering menus
  • Serving water
  • Taking orders
  • Upselling
  • Serving food and beverage
  • Clearance of dishes
  • Handling bills
  • Bidding farewell
  • Handling complaints
  • Introduction to beverages
  • Different types of beverages
  • Alcoholic beverages
  • Nonalcoholic beverages
  • Cocktails
  • Mocktails
  • Beverage service
  • Upselling beverages
  • Introduction to wines
  • Types of wines and their production
  • Wine production
  • Wine service
  • Introduction to spirits
  • Spirit production
  • Spirits service

Detailed curriculum available on request -contact our L&D team for a full syllabus.

ISO 22000 is a standard developed by the International Organization for Standardization dealing with food safety. It is a general derivative of ISO 9000.

Benefits of ISO 22000
  • The benefit of International Stature to the organization
  • Prevention from hazards of food safety
  • Confidence of customers and stakeholders
  • Constant food safety
  • Effective safety management of food
  • Ensured safety of food products
  • Continual improvement

The successful achievement of ISO 22000 requires the full commitment and involvement of management and the workforce -it also requires a team approach.

IntaHub's L&D Architect guides you through the entire ISO 22000 compliance and implementation process till certification, coordinating and motivating management and employees along the way.

Hazard Analysis and Critical Control Points (HACCP) is a systematic preventive approach to food safety from biological, chemical and physical hazards in production processes -designed to avoid hazards rather than inspect finished products for their effects.

Advantages of HACCP
  • Enhance food safety
  • The benefit of International Stature to the organization
  • Prevention from hazards of food safety
  • Confidence of customers and stakeholders
  • More effective use of resources and timely response to food safety problems
  • Continual improvement

The successful achievement of HACCP requires the full commitment and involvement of management and the workforce -it also requires a team approach.

IntaHub's L&D Architect guides you through the entire HACCP compliance and implementation process till certification, coordinating and motivating management and employees along the way.

5S is a workplace organization method built on five Japanese words -Sort, Set In Order, Shine, Standardize and Sustain- describing how to organize a workspace for efficiency by identifying, storing, and maintaining items used, and sustaining the new order.

Advantages of 5S
  • Reduce time lost looking for items by reducing clutter
  • Reduce distraction from unnecessary items
  • Simplify inspection
  • Increase the amount of available, useful space
  • Increase safety by eliminating obstacles
  • Make the workflow smooth and easy
  • Prevent deterioration
  • Keep the workplace safe and easy to work in
  • Keep the workplace clean and pleasing to work in
  • Enable anyone to detect problems within seconds

The successful achievement of 5S requires the full commitment and involvement of management and the workforce -it also requires a team approach.

IntaHub's L&D Architect guides you through the entire 5S compliance and implementation process till certification, coordinating and motivating management and employees along the way.

  • Complete set of PowerPoint presentations
  • A complete book of trainer notes
  • Relevant videos
  • Activity notes and tools

We assist you in evaluating your service standards through mystery client observation -covering restaurant service, kitchen, reception and housekeeping standards. We evaluate against your SOPs and help you develop or correct standards accordingly.

Ready to design your team's programme?

Talk to our L&D team about a customized training plan for your business.

Talk to L&D Team