English

Verbal

Nonverbal

Visual…………….

Communication & cooperation is key.
We learned that different departments have unique characteristics & roles and it is essential for
them to work closely together.
Sharing information on time, ensuring details are complete & correct and communicated to the
right channels is of absolute importance……………………………………………………

A job description is a document that outlines the duties, responsibilities, and requirements of a
particular job.
A job description provides a clear understanding of what is expected of an employee in a
specific role and serves as a useful tool for recruitment, performance evaluation, and employee
development………………………………….

The food and beverage industry is known for its dynamic nature, and each day can bring new
challenges.
One day may involve hosting large events like weddings or birthday parties, while on other
days, unexpected situations like kitchen shortages and last-minute menu changes may arise…………

An organization chart or “Org chart” highlights the hierarchy within the department / hotel.
It points out the relationships amongst positions/titles and points out reporting lines. Each
employee can understand who to report to and it ensures a proper delegation of
responsibilities………………………

Definition:
A departmental structure is a way of organizing a company or organization by dividing it into
smaller units or departments based on specific functions, tasks or objectives.
Each department has its own hierarchy, with managers or supervisors overseeing the work of
their respective teams………..

Definition:
Hospitality language is a way of speaking
to guests that is pleasant, polite, and
elegant. There are some basic rules to
follow that can help you successfully
navigate a conversation with a guest.
These include………………….

Objectives:
Skills are essential to perform your duties in a professional manner.
There are different kind of skills: hard & soft skills and since our industry includes human
interaction, the soft skills are our focus in this lesson and during the entire course……………………………………

Objectives:
Every person working in the industry displays THE IMAGE of the company.
One bad example can spoil the reputation of the entire team & the company.
– Etiquettes in the hospitality industry is crucial to helping guests feel comfortable.
– Knowing how to treat guests with courtesy and respect makes them feel safe……………………………..

Industry

Definition:
There is no less or more important department within a hotel.
Everyone plays a key role to ensure a smooth and hassle-free stay for the guests
and ensures the success of the company…………………………….