Forbes Travel Guide Online Luxury Service Training

Forbes Travel Guide Housekeeping Turndown Service • Turndown Essentials

• Luxury Turndowns

• The Proper Turndown (Interactive Lesson)

3 lessons

Introduction to Forbes Travel Guide Luxury Hospitality Standards • Introducing Luxury Standards

• Courtesy & Manners: The Basics

• Courtesy & Manners: Talking the Talk

• The Unapproachable Employee (Interactive Lesson)

• Telephone Etiquette

• Guest Preferences & Anticipatory Service

• Name Recognition & Communication

• Using the Guest’s Name (Interactive Lesson)

• Staff Appearance

• Technical Execution, Skill & Knowledge

• Efficiency

• Cleanliness & Condition

• Food & Beverage Quality

• Elements of Luxury

Forbes Travel Guide Online Luxury Service Training Curriculum

Forbes Travel Guide Concierge • The Modern Concierge

• Know it Prove it (Interactive Lesson)

Forbes Travel Guide Reservation Service Standards • Luxury Reservations

• Taking a Reservation

• The Reservation (Interactive Lesson)

Forbes Travel Guide Arrival Service Standards • Luxury Arrivals

• The Registration

• The Seamless Arrival (Interactive Lesson)

• The Escort and Luggage Service

Forbes Travel Guide Departure Service Standards • Departure Service

• Departure Escort and Luggage

• The Seamless Departure (Interactive Lesson)

13 Courses. 43 Video lessons. 16 Interactive lessons.

14 lessons

2 lesson 3 lessons

4 lessons 3 lessons

Forbes Travel Guide Housekeeping Daily Service • Daily Service

• Daily Service Specifics

• Golden Rules of Room Maintenance

• The Room: Spot the Opportunity (Interactive Lesson)

4 lessons

Forbes Travel Guide Introduction to Housekeeping • Luxury Housekeeping

• Preparing Rooms for Arrival

• The Perfect Room (Interactive Lesson)

3 lessons

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Forbes Travel Guide In-Room Dining Standards • Luxury In-Room Dining

• The Order and Setting the Table

• In-Room Dining Service

• In-Room Disaster! (Interactive Lesson)

4 lessons

Forbes Travel Guide Hotel Dining • Welcome to the Restaurant

• The Luxury Restaurant Experience (Interactive Lesson)

• Host Reservations, Greeting & Seating

• The Order

• Table Talk (Interactive Lesson)

• Service, Maintenance & Table Setup

• Elevating Hotel Dining

• Setting the Table (Interactive Lesson)

8 lessons

Forbes Travel Guide Bar and Lounge Standards • The Luxury Bar and Lounge

• Beverage Service and Execution

• Food and Beverage Quality in the Bar and Lounge

• Happily Ever After (Interactive Lesson)

4 lessons


Forbes Travel Guide Casino Standards • Guest Engagement at the Casino

• Service in the Casino

• Casino Stories (Interactive Lesson)

3 lessons

Forbes Travel Guide Pool and Beach Standards • Guest Arrival at the Pool and Beach

• Cleanliness at the Pool and Beach

• Food and Beverage Service at the Pool and Beach

• Save the Day (Interactive Lesson)

4 lessons

Forbes Travel Guide Online Luxury Service Training Curriculum13 Courses. 43 Video lessons. 16 Interactive lessons.

LESSON COUNT: 14


LESSONS LEARNING OUTCOMES

Introducing Luxury Standards

• Learners can define Forbes Travel Guide and the importance of standards • Learners can list the Forbes Travel Guide luxury classifications. • Learners can explain how luxury stops when a Guest starts 'wondering'.

Courtesy & Manners: The Basics

• Learners can define the Courtesy & Manners classification according to Forbes Travel Guide. • Learners can explain how a luxury experience is created through Courtesy & Manners

standards. • Learners can list 3 key physical behaviors required to begin a successful Guest interaction.

Courtesy & Manners: Talking the Talk

• Learners can identify a gracious tone and appropriate pace in a Guest interaction. • Learners can list 3 examples of slang that could negatively impact the Guest experience. • Learners can recall 3 possible mistakes made during Guest interactions.

The Unapproachable Employee (Interactive Lesson)

• Learners must identify why the employees are unapproachable.

Telephone Etiquette

• Learners can list 3 core standards specific to telephone conversations. • Learners can explain why follow-up service or call-backs must be timely and accurate. • Learners can explain why Guests are asked permission before being placed on hold. • Learners understand that a ringing phone must be answered within 3 rings.

Guest Preferences and Anticipatory Service

• Learners can define the Graciousness, Thoughtfulness & Sense of Personalized Service classification according to Forbes Travel Guide.

• Learners can identify the importance of “capturing the golden nugget.” • Learners can identify how a luxury experience is created through Graciousness,

Thoughtfulness & Sense of Personalized Service standards. • Learners can describe what anticipation of needs, genuine interest and concern for the Guest

look like.

Name Recognition and Communication

• Learners can list 5 standards that Illustrate Graciousness, Thoughtfulness & Sense of Personalized Service standards.

• Learners can explain when it is appropriate to use a Guest’s name. • Learners can explain why effective communication among staff is required to execute

Graciousness, Thoughtfulness & Sense of Personalized Service standards.

COURSE


Introduction to Forbes Travel Guide Luxury Hospitality Standards

Introduction to Forbes Travel Guide Luxury Hospitality StandardsLESSONS LEARNING OUTCOMES

Using the Guest’s Name (Interactive Lesson)

• Learners must role-play with a colleague, identifying the right moments of using a Guest’s name.

Staff Appearance

• Learners can define the Staff Appearance classification according to Forbes Travel Guide. • Learners can define the term ‘well-groomed’. • Learners can list 3 core standards of Staff Appearance. • Learners can identify alert posture and professional behavior.

Technical Execution, Skill & Knowledge

• Learners can define Technical Execution, Skill & Knowledge classification according to Forbes Travel Guide.

• Learners can explain how a luxury experience is created through Technical Execution, Skill & Knowledge standards.

• Learners can recall what to do when not knowing the answer to a Guest request.

Efficiency • Learners can define the Efficiency classification according to Forbes Travel Guide. • Learners can explain how Efficiency standards create a luxury experience. • Learners can explain why a sense of urgency in Guest interactions is important. • Learners can differentiate between Forbes Travel Guide standards and internal standards.

Cleanliness & Condition • Learners can define the Cleanliness & Condition Classification according to Forbes Travel

Guide. • Learners can explain how Cleanliness & Condition standards create a luxury experience.

Food & Beverage Quality

• Learners can define the Food & Beverage Quality classification according to Forbes Travel Guide.Learners can explain how Food & Beverage Quality standards contribute to creating a luxury experience.

• Learners can list the 4 core Food & Beverage Quality standards.

Elements of Luxury• Learners can define Elements of Luxury classification according to Forbes Travel Guide. • Learners can identify physical Elements of Luxury. • Learners can identify emotional Elements of Luxury.


LESSON COUNT: 14COURSE


Forbes Travel Guide ConciergeLESSONS LEARNING OUTCOMES

The Modern Concierge • Learners can define the role of the concierge in modern luxury travel. • Learners can differentiate between exceptional and basic knowledge. • Learners can identify 3 common mistakes made by the concierge.

Know it Prove it (Interactive Lesson)

• Learners can play the role of a concierge and execute a proper Guest interaction.





Luxury Reservations

• Learners can define the role a reservationist plays in providing a luxury experience. • Learners can list the 1 specific standard that belongs to the Elements of Luxury

classification during a Guest reservation. • Learners can explain what Graciousness, Thoughtfulness & Sense of Personalized Service

looks like when making a reservation.

Taking a Reservation• Learners can identify 4 key standards when booking a reservation. • Learners can identify 3 key standards when confirming a reservation.

The Reservation (Interactive Lesson)

• Learners will be taken through the steps of a reservation, showing scenarios that highlight key standards.



Forbes Travel Guide Reservation Service Standards



Luxury Arrivals

• Learners can recall what a luxury Guest’s expectation is of check-in and arrival. • Learners can identify 3 arrival standards between the Guest’s arrival at the curb and

greeting at the front desk. • Learners can explain the importance of clear communication between departments

during arrival.

The Registration• Learners can identify key details that must be reviewed during check-in. • Learners can describe a successful hotel orientation.

The Seamless Arrival (Interactive Lesson)

• Learners can identify the steps of a perfect arrival, focusing on specific standards along the way.

The Escort and Luggage Service • Learners can define ‘seamless luggage service’. • Learners can describe a successful room orientation. • Learners can identify 4 standards of luggage service.



Forbes Travel Guide Arrival Service Standards


Forbes Travel Guide Departure Service Standards


Departure Service • Learners can describe a luxury Guest’s expectations for a successful departure. • Learners can list 1 Efficiency standard that relates to settling the folio. • Learners can identify 4 common mistakes when presenting the folio.

Departure Escort and Luggage

• Learners can describe a luxury Guest’s expectation for luggage service during departure.

• Learners can list 1 Efficiency standard during luggage service and Guest departure. • Leaners can identify ways to provide physical and emotional elements of luxury

during Guest departure.

The Seamless Departure (Interactive Lesson)

• Learners will be taken through the steps of a successful departure and luggage service, showing scenarios that highlight key standards.





Luxury Housekeeping• Learners can define the role of a housekeeper in modern luxury travel. • Learners can identify what makes a great Guest room. • Learners can explain the concept of ‘be the eyes and ears of the hotel’.

Preparing Rooms for Arrival

• Learners can identify 2 standards for preparing rooms for arrival. • Learners can explain why a room should have no evidence of a previous Guest. • Learners can identify 2 standards that are Classified as Elements of Luxury during

room arrival.

The Perfect Room (Interactive Lesson)

• Learners are presented with images of a room and can identify areas that are not up to standard.



Forbes Travel Guide Introduction to Housekeeping



Daily Service • Learners can explain the purpose of daily service. • Learners can list 3 ways you can frustrate a Guest during daily service. • Learners can identify areas that are often neglected during daily service.

Daily Service Specifics

• Learners can differentiate between Cleanliness & Condition and Comfort & Convenience

• Learners can identify 3 ways of ensuring Guest Comfort & Convenience in housekeeping during daily service.

• Learners can identify 3 areas in the bathroom that are often neglected.

Golden Rules of Room Maintenance

• Learners can define context clues in housekeeping. • Learners can explain how context clues can be used during daily service. • Learners can explain how to securely service a room.

The Room: Spot the Opportunity (Interactive Lesson)

• Learners are presented with different room maintenance situations, and must identify what is wrong with each image.



Forbes Travel Guide Housekeeping Daily Service



Turndown Essentials • Learners can identify a luxury Guest’s expectations for turndown service. • Learners can explain what to do when the Guest enters the room during turndown

service.

Luxury Turndowns• Learners can identify ways to include standards that are Classified as Elements of

Luxury during turndown service. • Learners can list ways of ensuring a welcoming environment in the Guest room.

The Proper Turndown (Interactive Lesson)

• Learners can identify areas that could be improved on during turndown service.



Forbes Travel Guide Housekeeping Turndown Service



Welcome to the Restaurant• Learners can describe expectations of a luxury Guest during hotel dining. • Learners can describe 1 detail that is commonly missed when seating a Guest. • Learners can explain why anticipatory service is key to a luxury dining experience.

The Luxury Restaurant Experience (Interactive Lesson)

• Learners are taken through the whole restaurant experience, as key standards are called out along the way.

Host Reservations, Greeting and Seating

• Learners can define the role of the restaurant host in a luxury environment. • Learners can identify 1 Efficiency standard relating to greeting a Guest. • Learners can recall 1 Guest Comfort & Convenience standard during Guest arrival.

The Order • Learners can define the role of the server in modern luxury travel. • Learners can identify 3 common mistakes made by servers.

Table Talk (Interactive Lesson)

• Learners play the role of the server taking a Guest’s order, with a Forbes inspector.

Service, Maintenance and Table Setup

• Learners can define what Forbes Travel Guide considers timely service. • Learners can describe discrete service according to Forbes Travel Guide. • Learners can identify 4 physical attributes of a proper table setting according to

Forbes Travel Guide.

Elevating Hotel Dining

• Learners can explain why menu variety is required for luxury dining. • Learners can recall 3 key food quality standards. • Learners can list 3 standards classified as Elements of Luxury during a hotel dining

experience.

Setting the Table (Interactive Lesson)

• Learners must identify elements of an improper table setting.



Forbes Travel Guide Hotel Dining



The Luxury Bar and Lounge• Learners can describe the bar and lounge’s impact on a luxury Guest experience. • Learners can identify Guest expectations while visiting the bar and lounge.

Beverage Service and Execution

• Learners can identify the role of a bartender or lounge server in a luxury environment.

• Learners can recall 2 Graciousness, Thoughtfulness & Sense of Personalized Service standards around serving wine.

• Learners can list 3 common mistakes made by servers in the bar.

Food and Beverage Quality in the Bar and Lounge

• Learners can list 2 Efficiency standards specific to beverage service. • Learners can recall 4 key beverage quality standards. • Learners can list 4 physical elements of luxury you may experience in a bar and

lounge.

Happily Ever After (Interactive Lesson)

• Learners can identify the items that should always be served together in the lounge.



Forbes Travel Guide Bar and Lounge Standards



Luxury In-Room Dining

• Learners can identify the impact that in-room dining service has on a luxury Guest’s experience.

• Learners can describe a luxury Guest’s expectations of in-room dining. • Learners can differentiate between restaurant dining and in-room dining.

The Order and Setting the Table• Learners can recall the importance of accurately taking a Guest’s order. • Learners can list the 3 In-Room Dining Efficiency standards.

In-Room Dining Service

• Learners can recall 4 key Technical Execution, Skill & Knowledge standards when serving Guests in the room.

• Learners can explain how to make Guests comfortable when setting the table in in-room dining.

In-Room Disaster! (Interactive Lesson)

• Learners need to identify the correct way of providing in-room dining service.



Forbes Travel Guide In-Room Dining Standards



Guest Engagement at the Casino• Learners can identify the impact the casino has on a luxury Guest’s experience. • Learners can recall a luxury Guest’s expectations of service at the casino.

Service in the Casino • Learners can list 3 Efficiency standards at the casino.

Casino Stories (Interactive Lesson)

• Learners must identify which standards apply to various scenarios.



Forbes Travel Guide Casino Standards



Guest Arrival at the Pool and Beach• Learners can identify the impact that the pool and beach have on a luxury Guest’s

experience. • Learners can describe the role of a beach and pool attendant at a luxury hotel.

Cleanliness at the Pool and Beach• Learners can identify 4 key Cleanliness & Condition standards at the pool and

beach.

Food and Beverage Service at the Pool and Beach

• Learners can explain a luxury Guest’s expectation of Food and Beverage service at the pool and beach.

• Learners can recall the 2 Efficiency standards at the pool and beach. • Learners can describe how to set a Guest up for success at the pool and beach.

Save the Day (Interactive Lesson)

• Learners will identify which standards apply to the images shown of elements at the pool and beach.



Forbes Travel Guide Pool and Beach Standards


Forbes Travel Guide Online Luxury Service Training

Documents

Transcript of Forbes Travel Guide Online Luxury Service Training