Bullet points of the history of the hospitality industry
 Wonder how this industry developed? Here’s the story (This section will
cover in a story format
 The Roman & Greeks
 Medieval period
 Renaissance period
 Eighteenth century,
 Nineteenth century
 Twentieth century
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History of Indian hotel industry
Story of the Tata’s and the Taj Mahal hotel,
Story of Shri Rai Bahadur M.S. Oberoi and the Oberoi group of hotels,
Spread of other hotel groups,
Post globalization and modern hotels
Differentiation of Guests
 (Diagram will be shared so that your team can add graphic effect)
 Business Traveler- Corporate travelers, Commercial group travelers,
Institutional travelers
 Needs of a corporate traveler
 Needs of women business travelers
 Needs of commercial group/Institutional traveler
 Leisure Traveler- Family Traveler, Single traveler, Special Interest Group
traveler
Departmental Organization and Staffing ( F & B Department of a hotel)
 (Diagram will be shared so that your team can add graphic effect)
Duties & responsibilities of F & B staff
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F & B Manager
Restaurant manager/supervisor
Reception head waiter/receptionist
Head waiter/maître d’hôtel/supervisor
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Station head waiter/section supervisor/service captain
Station waiter/chef de rang
Assistant station waiter/demi-chef de rang
Waiter/server/commis de rang
F & B Service equipment and tools
PPT carrying all important equipment will be shared with the pictures of
equipment and tools
Meals and Menu Planning
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History and Definition of Menu
Functions of Menu
Menu planning objectives
Types of Menu- Majorly 2 types, A La Carte & Table D’hote
Other types of MenuCarte du jour
Plat du jour
Children Menu
Club Menu
Ethnic Menu
Health Menu
Spa Menu
Ayurvedic Menu etc.
Types of Meals:
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Breakfast
Brunch
Elevenses
Lunch
Afternoon tea
High tea
Dinner
BEVERAGES SECTION
Non-alcoholic beverages add graphic effect)
(Diagram will be shared so that your team can
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Water- Mineral, spring, packaged, sparkling
Stimulating- Tea/Coffee
Refreshing- Aerated, non-aerated
Nourishing- Boost, complan, bournvita
Personality and Soft skills development
 What is personality? How personality is your portfolio
 Hard skills V/S Soft skills
 What do personality development and soft skills cover?
 Communication skills- Majorly, how to introduce yourself
 How to meet and greet people
 How to express yourself and your ideas
 How to start a conversation with people you meet
 Body language
 Self-motivation
 Team working skills
 Creativity and problem-solving skills
 Time management and ability to work under pressure
 Dressing sense for men & women
 Styling yourself-learn to play with accessories
Upselling/ Customer Communication
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Face to face communication with the customer
Having a meeting with your customer? Prepare
Meeting “Killers”- Why they fail?
Communicating with the customer over telephone?
Answering the call
Voice tips
Angry callers? Use the ASAP technique
Ending the call
Written communication with customers
Dos and Don’ts of written communication
Upselling:
 Be specific
 Be prepared
 Show the benefits
 Be reasonable
 Add stimulus
 Don’t push it too hard