Curriculum & Training

The HITT Cambodia team has developed six training modules for the two chosen occupations, food & beverage server, and room attendant. These six modules include two core modules taken by beneficiaries from both occupations, three modules specifically designed for food & beverage servers, and one module specifically designed for room attendants. The sections below explain the content of each module, and the desired effects on beneficiaries.

(Core Modules)

Module 1: Service Excellence
This module establishes the importance of service, giving insight into the effects of good and bad service through discussion of beneficiaries’ own experience. The tourism sector and its importance to local development is then explained, including where tourists might come from, and where different businesses fit into the Cambodian tourism sector. Beneficiaries are then taught about their guests – why people travel, their wants/needs, different types of tourists, and expectations. This is reinforced by a discussion of beneficiaries’ experiences of tourists from different places / visiting for different reasons. The emphasis then shifts to hospitality and service – the importance of being caring and genuine in providing the service they do, understanding customer experience. Next, communication – both verbal and nonverbal – comes into focus. Beneficiaries are encouraged to be friendly, and are equipped to communicate effectively to a range of nationalities. ‘Service Excellence Concepts’ forms the next part, with beneficiaries given information about responding to customer needs with a professional and positive attitude, creating the best possible experience. Finally, the issue of how to handle complaints is explained to beneficiaries, encouraging empathy and diligence through the ‘HEAT’ approach to receiving complaints: Hear them out, Empathise, Apologise, Take responsibility for action.

Module 2: Professional Hospitality
This module is presented in four parts; the first is ‘Professional presentation’. This relates to the personal appearance of the beneficiary, and the impact that this has on guests. Beneficiaries are advised as to ways they can go about maintaining a professional appearance. The second part is related to the first, and is titled ‘Personal hygiene and grooming’. This outlines principles of personal hygiene, with beneficiary participation through poster-making. The importance of maintaining good hygiene to successful interactions with guests is highlighted. The third part, ‘Work Ethic’, is concerned with the appropriate conduct of beneficiaries in a work environment, demonstrating the importance of transparency and good values. The final part is titled ‘Teamwork’. This involves an activity where beneficiaries work together to make a jigsaw puzzle without using the final picture as a guide. The activity should show the importance of communication, leadership and delegation. Beneficiaries are then taught about functioning as part of a team, finding their role in a team, working together to achieve more (‘sum of parts is greater than the whole’) through displaying selflessness and willingness to participate.

(Modules taken by food and beverage servers)

Module 3: Increasing Sales
This module will enable beneficiaries in the food and beverage serving occupation to increase their sales through a knowledge of their product and the market, through promotional materials and through developing selling skills. Knowing one’s product(s) includes remembering detailed information about that product (or products), information that can be effectively communicated to customers. For example, if a waitress knows her menu well, she can make recommendations based on some simple ascertaining of customer preferences. Beneficiaries then learn about their market, its different parts, and how to make a product appeal to these different parts – the ‘understanding our guests’ topic in Module 1 will assist this learning process. The third part concerns promotional materials, and gives an overview of retailing principles. This will include how and why restaurants might consider offerings ‘specials’, with price reductions on certain items, deals, or items available for a limited time only. Finally, beneficiaries are taught ‘selling skills’ – how to increase one’s sales to different types of customers. This involves a discussion of beneficiaries’ experiences of selling and selling techniques, whether good or bad.

Module 4: Food Service
Beneficiaries taking this module participate in learning about restaurant equipment, opening procedures, taking and placing food orders, serving and clearing food orders, and presenting bills / processing payment. The ‘restaurant equipment’ topic includes correct identification, handling and storing of different types of restaurant equipment from linen to crockery to glassware. ‘Opening procedures’ includes four different ways of setting up tables according to reservations and venue requirements: ‘table d’hôte, a la carte, Asian, and breakfast. Beneficiaries then participate in a role-play game to practice ‘taking and placing food orders’ effectively, cementing theoretical knowledge taught on the subject. ‘Serving and clearing food orders’ is a topic that includes effective use of trays, memorising who ordered what, and distributing accordingly, as well as clearing techniques. This should make service smooth, and lessen any shouting ‘who ordered mushroom omelette?!’ and acrobatics (leaning across customers to place and collect plates). The graciousness displayed by beneficiaries will be developed in the fifth and final topic ‘presenting bills / processing payment’. This will include the correct calculation and presentation and processing of the bill, as well as accepting tips graciously. Again, this is applied practically through a demonstration and role play.

Module 5: Drinks Service
This module begins by establishing a knowledge of different types of drinks service equipment, including both their correct identification and their use. For non-alcoholic drinks, beneficiaries are taught to explain the selection to guests, providing guidance on choices if necessary. They also participate in a coffee identification game with flashcards, taste different types of coffees, teas and cordials, before learning and practicing the correct service of hot and cold drinks. For alcoholic drinks, beneficiaries are again taught to explain the selection to guests, providing guidance on choices if necessary. They are also taught the correct ways of serving different types of alcoholic drinks, from wine to spirits to cocktails. The session includes tastings, a flashcard game matching different spirits to the right serving glasses, and a study of beverage lists from different restaurants, identifying what they have in common. The overall result for beneficiaries taking this module will be a confidence in their knowledge of drinks and how to serve them, with the safety and enjoyment of the guest put first.

(Module taken by Room Attendants)

Module 6: Room Attending
This module begins with the identification of what role room attendants might play, before beneficiaries are taken through a comprehensive sequence of demonstration and practice sessions that cover starting and ending a shift, cleaning guest rooms and bathrooms, making beds, and providing additional housekeeping services. Through these, beneficiaries should be suitably informed about how to complete their room attending duties using the right equipment, achieving high levels of customer satisfaction through attention to detail, presenting themselves well, interacting well with guests, and displaying flexibility in catering for specific needs or requests.

Implementation

The modules will be delivered to three separate audiences in three different models:

Model 1: TVET training

Model 1:

TVET Training

Name of Occupation:

Food and Beverage Server and Room Attendant

Characteristics of the beneficiaries:

TVET students: pre-employed youth

Duration of the training:

3 days

Type of training

Classroom based training

Type of training materials:

1.     Power point presentation

2.     Trainer guide

3.     Learner hand-outs

Characteristics of trainers:

TVET lecturers employed by various TVET institutions.

Modules covered:

Module 1: Service Excellence

Module 2: Professional Hospitality

Module 3: Increasing Sales

Total target:

120

ToT

Took place in Phnom Penh in January 2013

Implementation

From April 2013

 

Model 2: Echo-training

Model 2:

Industry In-house Training

Name of Occupation:

Food and Beverage Sever and Room Attendant

Characteristics of the beneficiaries:

Existing formal and informal employees

Duration of the training:

6 days delivered in short sessions

Type of training

On-the job training

Type of training materials:

1.     A4 flip files

2.     Trainer guide

3.     Supporting trainer notes

4.     Learner hand-outs

Characteristics of trainers:

Owners, managers of medium-sized hotels and restaurants employed not less than 10 informal staff members

Modules covered:

All six modules will be delivered.

Module 1: Service Excellence

Module 2: Professional Hospitality

Module 3: Increasing Sales

Module 4: Food Services Skills

Module 5: Drinks Service Skills

Module 6:  Room Attending

Total target:

560

ToT

Training in each of the main centres:  Phnom Penh, Siem Reap and Coastal Zone.

Scheduled for April and May 2013

 

Model 3: Small Enterprise Training

Model 3:

Mobile Industry Training

Name of Occupation:

Food and Beverage Sever and Room Attendant

Characteristics of the beneficiaries:

Owners/managers/staff of small businesses who will share the training informally with other staff as training multiplier

Duration of the training:

6 days

Type of training

Classroom-based training

Type of training materials:

Power point presentation

Trainer guide

Supporting content notes for trainer

Learner hand-outs

Characteristics of trainers:

Sourced through competitive bidding/ToR process: advertising. Selected by HITT team against set criteria. Trainers can be from TVET institutions, independent consultants and trainers, sponsors, industry, association, others

Modules covered:

All six modules will be delivered.

Module 1: Service Excellence

Module 2: Professional Hospitality

Module 3: Increasing Sales

Module 4: Food Services Skills

Module 5: Drinks Service Skills

Module 6:  Room Attending

Total target:

500

ToT

Master trainers trained in Phnom Penh in Janaury 2013

Implementation

From April 2013