Hospitality Consultancy Optimise your organisation, at the heart of hospitality
01
02
Optimising your Organisation Hotelschool The Hague, Hospitality Consultancy strongly believes the future will be a better place with more hospitality. We develop and facilitate customised hospitality based consultancy services for all types of organisations based on identifying your specific business needs. Building on more than 85 years of hospitality experience and our reputation as one of the top international Hotel Schools in the world, Hotelschool The Hague started Hospitality Consultancy in recognition of the role hospitality plays within successful organisations. Hospitality Consultancy works closely with the Faculty of Hotelschool The Hague. We leverage the knowledge present within our organisation and translate this to our clients’ needs as part of our programmes. Hospitality Consultancy believes that hospitality is an essential element of every company. We help you to develop and continually improve the hospitality talents of your employees to further empower your organisation. We provide extensive and expert consultancy and training programmes for Hospitality and other service related industries, such as Health Care, Finance, Insurance, and Automotive, to name but a few. These custom-made, face-to-face blended and online programmes are designed together with you to fit the needs of your organisation. Hospitality Consultancy will nurture the talent within your organisation. The possibilities Hospitality Consultancy offer include: • Life-long blended learning concepts based on customer centricity. • Hospitality training for all service related industries. • Curriculum consultancy for all organisations seeking to launch and develop hospitality education.
03
02
Developing unique life-long Blended Learning Concepts for Professionals Hospitality Consultancy courses have a strong track record in improving hospitality related skills within organisations. We offer unique, interactive, high-definition video-supported learning programmes at three levels. These levels cover all your organisation’s training needs: from entry level to (middle) management, all the way up to executive (GM) level. All levels are trained via a blended learning concept consisting of face-to-face support, video-supported online learning, practical assessments, and on-the-job training.
Three Levels of life-long Learning Following a pre-assessment, the appropriate level of entry will be determined. Next, the courses to improve hospitality-related skills, knowledge and competences will be tailored to meet the development needs of the team member. Join our learning community and follow this unique life-long learning approach, from skill development to strategic management.
04
• Foundation Level - Learning the Why & How: Our unique online video-supported learning approach. • Intermediate Level - Applying the Why & How: Online and blended learning for middle management. • Advanced Level - Influencing the Why & How: Intensive career development learning programmes. At Foundation Level, participants learn operational hospitality skills, for example Bar professional, Food & Beverage service professional, Health & Safety Standards, Housekeeping, and Front Office to name but a few. At Intermediate Level, the courses are designed for Hospitality Management, with portfolios like Front Office, Revenue, Finance, E-Commerce and Kitchen. Management Development courses have been designed for senior executives or those aspiring to these positions. These courses include intensive courses on Food & Beverage Business Acumen and Hotel Business Acumen.
Direct Return on Investment Your Return on Investment is immediately visible and measureable in your organisation, motivating you and your staff to continuously improve your hospitable behaviour within your organisation.
Unique, high definition Blended Learning These unique blended learning, high definition video-supported courses make use of advanced technology combined with real life interaction. The range of subjects taught is vast – varying from international skills to international standards and to specific product & process knowledge. These are offered in collaboration with our partner, Lobster Ink.
05
Foundation - Learning the Why & How The Foundation Level courses are designed to teach skills through explaining ‘why’ – by understanding why products are created in certain ways, and why some procedures are in place. Learners are empowered to make positive behavioural changes to their daily operations. Foundation Level courses are all designed to be online learning modules. Participants can enrol in a wide range of online modules, depending on their educational or work related background. “Carlson Rezidor Technical Services successfully joined forces with Hospitality Consultancy to develop and manage our Hotel Engineering Management Course that combines theory with practical activities. Certainly our Engineers found the course content relevant, informative and practical, they appreciated that the case studies generated activities that directly benefited the hotel.” Ms Agnes Logan, Manager Technical Development, The Rezidor Hotel Group
06
Learning is visual and participatory- video-supported learning with regular assessments, testing the knowledge gained. Participants complete the courses within set time frames; the amount of time spent per day varies per individual.
Intermediate - Applying the Why & How At Intermediate Level, you join modular courses led by experts from Hospitality Consultancy. You take an online course including interaction with your tutor. Depending on your career and development desires, anyone can enrol without having to have completed any of the Foundation Level courses first. Typically, our participants in these courses work in management positions in diverse functions in hospitality-related industries. They choose from a wide range of courses – either with the intention of in-depth learning in their current position, or developing skills in other areas, for example to support career development changes.
The course subjects cover the main aspects of hospitality, including Revenue Management, F&B, Kitchen, Front Office, Housekeeping and many more. Participants learn to use our unique blended learning approach: online course modules, supported by interactive meetings with tutors.
Advanced - Influencing the Why & How Our Advanced Level courses are specifically designed to support today’s and tomorrow’s industry leaders. These state-of-the-art, executive management simulations offer a valuable addition to our existing range of customised consultancy and training programmes. We offer inspiring programmes in: • Hotel Business Acumen • Food & Beverage Business Acumen You work together on an extremely sophisticated simulation, competing with each other in real time, using the market dynamics of competitive hotels. You are supported by our in-house team of hospitality experts, with many years of practical, senior management level experience in the international hospitality industry.
07
Life-long Learning Programme Overview Department
Front Office
Food & Beverage
Performance Level
Advanced
Intermediate
Foundation
Online International course: *** Front Office Professional
Learning the Why & How; Unique online video-supported learning approach.
Applying the Why & How; Online and blended learning for (Middle) Management.
Influencing the Why & How; Intensive career development programmes.
Kitchen
Hotel Management
Housekeeping
Face-to-Face training: Customised Hospitality Management Training
Online Management course: Foundation of F&B Management Online International courses: *** F&B Professional Bar Professional
Online courses: Hospitality Etiquette Communication Skills Complaint Handling
Online skills short course: *** F&B Service Course Bar Course Online skills short course: *** Front Office Course
Online short courses Product Knowledge: *** Wine Course Whiskey Course Burgundy Course Bordeaux Course Champagne Course
Online operational Management course: Front Office Management
Online operational Management course: Advanced F&B Management
Online operational Management course: Kitchen Management
Online International course: *** Housekeeping Professional Online skills short course: *** Housekeeping Course
Online operational Management course: Housekeeping Management
Online Professional courses : Wine Professional Course World Master Class of Whiskey *** On Campus, Online or On Site: F&B Business Acumen - Simulation Programme
On Campus, Online or On Site: Hotel Business Acumen Simulation Programme
* Customised to organisational values. ** Follow-up online course from the foundation course. *** In collaboration with our partner, Lobster Ink.
08
Sales & E-Commerce
Online International course: *** Sales Professional
Revenue Management
Finance Management
Online Management course: Foundation of Revenue Management
Online Management course: Finance Management for the non-Financial Manager
Maintenance and Engineering
Health & Safety Standards***
Chinese Traveller Standards***
Online Management E-Commerce courses: Social Champions The Digital Landscape Cross Channel Communications Online Performance Management
Online Management course: Advanced Revenue Management **
Online Management course: Advanced Finance Management for the non-Financial Manager **
Online Operational Management course: Maintenance & Engineering Management *
Luxury Hospitality Standards***
09
03 Hospitality Consultancy: Improving your Service Levels through Training Our team of expert consultants, with many years of experience both in and outside the international hospitality industry, is dedicated to helping you improve your effectiveness and experience, to improve your organisation’s guest satisfaction.
10
Innovative Service Level Consultancy Together with you, to suit your specific needs, we develop a programme designed to analyse and improve your company’s service levels. You can choose from and combine one or more of our tried and tested approaches: • Hospitality Inspiration Days • Service Level Consultancy • Mystery Visits • ‘Hell & Heaven’ Experience • Workshops • On-the-job Training • The Upselling Game
Design your Hospitality Experience Many organisations do not view themselves as being hospitality orientated, however they often have a strong service focus. Hospitality Consultancy has designed a series of one-day workshops which spread our passion for hospitality to these service-orientated organisations. We call this ‘The Hospitality Experience’. We have worked together with clients in Health Care, Finance, Insurance, Automotive and many other industries to professionalise their customer service departments, integrating hospitality into their core values, creating hospitality awareness. Being hospitable doesn’t come naturally to everyone; customer service staff first need to be aware of what hospitality really means. Our practical and professional Hospitality Experience workshops do exactly that – they are designed to embed hospitality into the mind and soul of the participant. The participants not only learn about the customer journey, but they actually experience it themselves. Using this experience, the participants apply these fundamental skills to improve the hospitality in their own organisations.
More than Workshops We can help you design your Hospitality Experience in many ways. Our expert trainers work with you to create tailor-made on-the-job training concepts, plan mystery visits, organise hospitality kick off events, and other aspects of the Hospitality Experience that directly benefit your organisation.
11
Benefit from Workshops Once hospitality has become an intrinsic fundament of your service organisation, your clients will take note and react positively to their experience, further strengthening your relationship. Contact us to discover how your company can benefit from our Hospitality Experience workshops: tailor-made for your specific needs.
“We have experienced the co-operation with Hospitality Consultancy as very pleasant. They let us live through Hostmanship at the highest level. We have gained new insights which we can apply to our services within the Chamber of Commerce. The trainers have extensive experience with Hostmanship and carry out the work. We look forward to further co-operation with Hospitality Consultancy.� Ms Rieneke Zijlstra, HRM, Chamber of Commerce
12
04
Hospitality Curriculum Creating a solid foundation for Hotel Schools worldwide. The Hospitality Curriculum team advises governments, hotel chains and individual organisations on the development and the operation of Hotel School education and training centres.
13
Clients from India, the Caribbean, Europe and Africa have worked with us on projects. They vary from international hospitality universities to hotel chains with their own learning development programmes. We have two main areas of expertise: • Curriculum Development • Organisational Assistance
“Due to their level of advice and guidance the programme truly feels like a co-production. Hospitality Consultancy supported us by contributing a theoretical framework, complemented by plenty of practical experience. I experience the collaboration as very pleasant. The trainers of Hospitality Consultancy that we worked with, proved very professional, friendly and dared to be critical.” Ms Josephine Kaars – Bolderman, Adviseur Ontwikkeling, FMHaaglanden
14
Curriculum Development Hospitality Curriculum offers support for educational institutions wishing to develop or enhance their curriculum with hospitality. Based on your organisation’s needs we provide curriculum development or curriculum consultancy. Experts from Hotelschool The Hague work together with you to develop innovative and inspiring curricula. We share our knowledge, insights and skills. Your organisation can incorporate elements of the accredited Hotelschool The Hague Curriculum into your offering. Via teach-the-teacher training and quality assurance checks, you can implement and provide the selected courses or curriculum. This will result in your organisation becoming a Hospitality Curriculum Partner School.
Organisational Assistance We advise and assist in designing and founding your hospitality learning curricula. Our activities range from developing selection criteria, profiling staff positions, developing selection interviews, training management, skills and setting up the academic organisation. In line with our philosophy of working to strengthen your independence, we identify the qualities of your staff and provide the appropriate training and development assistance.
Reasons for contacting Hospitality Consultancy 01 Consultancy set in the context of Hospitality with a focus on developing the talent
in your organisation.
02 Specialised in life-long learning solutions for Hospitality and all service related
industries such as Health Care, Finance, Insurance and Automotive.
03 Partnering with your organisation to best understand your business needs, creating
tailor-made consultancy and training solutions, focusing on the Return on Investment.
04 Enhancing your business, with a customer centric approach; improving your customers’ experience and customer satisfaction. 05 Training solutions supporting all levels of your organisation; using the latest and
innovative methods.
06 Excellent world-wide reputation with a portfolio of high profile clients. 07 Experienced and knowledgeable Hospitality professionals and consultants. 08 Building on more than 85 years of Hospitality experience and knowledge of
Hotelschool The Hague.
15
Contact Contact Hospitality Consultancy either by email or by calling us at the number below: Email: Telephone: Website: Facebook: Instagram: Blog:
hospitalityconsultancy@ hotelschool.nl +31 88 028 18 00 www.hotelschool.nl facebook.com/HotelschoolTH instagram.com/hotelschoolthehague blog.hotelschool.nl
Address: Hotelschool The Hague The Hague Campus Brusselselaan 2 2587 AH The Hague The Netherlands
Hotelschool The Hague Amsterdam Campus Jan Evertsenstraat 171 1057 BW Amsterdam The Netherlands
Š Copyright 2016 Hotelschool The Hague, The Netherlands, all rights reserved.