Course	Date	Venue	Time	Cost
Basic Food Hygiene	16.05.08	Meltons Too, York	9.30am - 4.30pm	£45.00
Supervisors	03.06.08	Meltons Too, York	9.30am - 4.30pm	£50.00
Basic Food Hygiene	25.06.08	Meltons Too, York	9.30am - 4.30pm	£45.00
Train the Trainer	09.07.08	Meltons Too, York	9.30am - 4.30pm	£50.00
Basic Health and Safety	21.07.08	Meltons Too, York	9.30am - 4.30pm	£45.00
Welcome Host	23.07.08	Melton's Too, York	9.30am - 4.30pm	£75.00
Appointed Persons First Aid	13.08.08	York, near Racecourse	9am - 5pm	£75.00
Appointed Persons First Aid	03.12.08	York, near Racecourse	9am - 5pm	£75.00

Please note all prices are ex-vat and non-members of the York Hospitality Association will pay an extra £10.00 per person per course.

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Course Outlines:

Learn more about:

• Appointed Person’s First Aid
• Basic Food Hygiene
• Basic Health and Safety
• Discover York Tour
• Fire Safety Training
• Selling Edge
• Supervisory Skills
• Train the Trainer
• Welcome Host
• Welcome Host Plus
• Welcome Line
• Welcome International
• Welcome All
• Welcome E-Business

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Appointed Person’s First Aid
Course Aim To understand the principles and practices of First Aid.

Course Benefits Receipt of a First Aid certificate upon successful completion of the course.

What will be taught on the Course?
 The aims of First Aid and the responsibility of a First Aider.
 Action at an emergency.
 Assessing First Aid needs.

Duration 9am to 4pm

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Basic Food Hygiene
Course Aim To acquire knowledge and skills acceptable by legislation for working in a food environment.

Course Benefits On successfully completing the written assessment, a CIEH Food Hygiene Certificate will be issued.

What will be taught on the Course?
 Introduction to Food Hygiene
 Food Poisoning and Microbiology
 Prevention of Contamination and Food Poisoning
 Personal Hygiene
 Premises, Equipment and Pest Control
 Cleaning and Disinfection
 Legislation

Duration 10:30 - 4:30

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Basic Health and Safety

Course Aim To raise Health and Safety awareness of first tier workers, as set out in legislation.

Course Benefits On successfully completing the written assessment, a CIEH Health and Safety Certificate will be issued.

What will be taught on the Course?
 Health and Safety is not just the responsibility of the duty manager. We ALL have a responsibility for our own safety and that of others.
 An appreciation of good Health and Safety practice.

Duration 10:30 - 4:30

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Discover York

Course Aim To give staff an overview of the centre of York, highlighting key attractions along the way.

Course Benefits: Staff will be better equipped to deal wth Customer enquiries and have a better knowledge of what York has to offer for everybody, albeit selves, customers, colleagues or friends.

What will be taught on the Course?
 A little bit of York's history will be given

 The key features of York's Tourist attractions in the centre

 An understanding of the size and scale of York and its attractions

Duration 09.00 - 13.00

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Fire Safety Training
Course Aim Gives you the knowledge and practical skills required to respond calmly and quickly in the event of a fire.

Course Benefits Apart from the practical advice offered, you will also get the opportunity to use a fire extinguisher. You will also be more confident to know which extinguisher to use for specific circumstances.

What will be taught on the Course?
 The composition of fire
 Basic fire precautions
 Importance of means of escape.
 Identifying different fire extinguishers
 Advice on workplace safety
 The threat of arson
 How fires start and develop
 Good Housekeeping / safety
 Action to take on discovering a fire
 Use of Fire extinguishers
 Need for fire safety legislation
 Hazards of a smoke filled room

Duration Full Day – 9am – 3.30pm

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Selling Edge

Course Aims and benefits:

• Basic Sales principles
• Understanding the bigger picture
• Product Knowledge & Understanding [Features / Benefits etc.]
• Recognising Buying Signals & Situations Selling through Service
• How to make your approach
• Up-selling, On-selling & Cross-selling
• Building Loyalty & Reputation – the power of recommendation
• Selling through Teamwork – everyone has a part to play

Duration 9.15 - 4.30

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Supervisory Skills

Course Aims and benefits

• What is expected of a Supervisor?
• Why do we need them?
• How did you get to this position?
• Standards – why have them?
• What are your standards?
• Delegation versus Abdication
• Leading by example checking
• Feedback
• Discipline
• Coaching
• Motivation
• Personal development – looking to the future:
• Interviews / Appraisals / Objective Setting etc. i.e. Supervisor to Manager.

Duration 9.15 - 4.30

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Train the Trainer

Course Aim To provide Practical tips for Practical Trainers

Course Benefits On-job Coaching skills for Supervisors & Owner/Managers of small businesses. To give confidence for training colleagues and subordinates

What will be taught on the Course?

• Recognising a Training need
• Planning your Coaching session
• Plan your timing
• Making it fun
• Making sure your Coaching is effective.

Duration One day course

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Welcome Host

Course Aim Aimed at those working in all sectors of the service industry. Staff will be in a position to make a positive contribution to the quality of customer care.

Course Benefits Staff working at all levels that deal with customers will feel better equipped, confident and motivated to provide an excellent standard of customer service.

Closely aligned to the underpinning of knowledge required to achieve the National Vocational Qualification (NVQ) Level 2 in Customer Service.

What will be taught on the Course?

• The importance of first impressions Handling complaints to achieve the best outcome Questioning techniques Making conversation Remembering names Guiding visitors to local services and facilities with increased product knowledge
• The economic importance of the tourism industry

Duration One day course

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Welcome Host Plus

Course Aim Built on the key concepts of the Welcome Host programme. Maximising the potential of your staff and introducing advanced customer service skills to enable your business to go a step further.

Course Benefits Will benefit staff who want to develop their customer service skills further.

What will be taught on the course?

• Advanced communication skills Ability to interact with differing types of customer Understanding service recovery strategies Ability to convert enquiries into sales
• How to improve teamwork

Duration One day course

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Welcome Line

Course Aim Everyone in the organisation who uses the telephone to communicate with their customers should attend this course.

Course Benefits Give staff the skills and understanding required to ensure that the business does not lose customers simply because they formed a negative impression on the basis of one telephone call.

What is taught on the ‘Welcome Line’ Course

• Specific communication skills The telephone as a sales and marketing tool Spotting the missed opportunities Handling difficult callers
• Increasing business through an improved complaints procedure

Duration One-day course

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Welcome International

Course Aim Aimed at improving the relationship between staff and your overseas customers. Whilst the immediate barrier to effective communication with overseas visitors is perceived to be language, it is often a lack of cultural knowledge which can inadvertently cause the most distress. Welcome International will also give the confidence, which is gained through a better understanding of the overseas market.

Course Benefits Staff will feel better equipped to provide a professional and friendly service to your overseas customers. Learn sufficient basic words and phrases in two of the following languages: French, German, Dutch, Spanish, Italian, Japanese, Chinese, Mandarin and Arabic enabling them to meet, greet and give assistance to visitors from these countries.

Benefit all staff working in the tourist industry. It has also been designed to enable participants to acquire the speaking unit in NVQ Level 1 in Languages.

What will you learn on the ‘Welcome International’ Course?

• Greeting and welcome to overseas visitors Cultural awareness Courtesies Giving directions
• Helpful hints when dealing with overseas visitors

Duration One-day course

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Welcome All

Course Aim Will ensure that your staff have the right attitude, knowledge and skills to provide the same level of service to all of your customers including those with special needs (8.5 million disabled potential customers).

Course Benefits Closely aligned to the underpinning knowledge necessary to achieve NVQ Level 2 in Customer Service.

Staff will feel more confident about providing the same quality of customer service to all of your customers.

What will you learn on the ‘Welcome All’ Course?

• Attitudes and behaviour Treating everyone as an individual Communicating more effectively Breaking down barriers Mobility impairments
• The Disability Discrimination Act

Duration One-day course

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Welcome E-business

Course Aim Aimed at all sectors of the service industry ensuring that businesses are able to take advantage of the opportunities afforded by e-business in terms of marketing and some internal operations.

Course Benefits Will benefit employees working at all levels in any organisation, which deals with customers.

What will be taught on the ‘Welcome E-business Course?

• What is E-business? E marketing – can you do it? Do I need a website? What is a good website? How do I get a website? How can a website be made even better? Profiting from e-mail. E-commerce (sales activity) E-procurement (purchasing) Legal issues
• Accessibility

Duration One-day course