Training Program

Is a training program specially designed for different positions for the management of Hotels, Resorts and Restaurant Facilities.

These Positions are categorise as follows:

Management Level

  • Resident Hotel manager
  • Food and Beverage Manager
  • Accounting Officer
  • Marketing and Sales Officer

Front Office Level

  • Front Desk Manager
  • Front Desk Officer
  • Front Desk Trainee

Back Office Personnel

  • Reservations Officers
  • Marketing Officers
  • Accounting assistant
  • Liaisons Officer

Rooms Dept.

  • Rooms Manager
  • Rooms Stock Inventory Officer
  • Room Attendants
 Food and Beverages Dept.

  • F & B Floor Manager
  • Cost Controller/Inventory Officer
  • Purchasing Manager
  • Accountant
  • Chef
  • Cooks
  • Food Attendants
  • Assistant Cooks
  • Bartender
  • Dishwashers

Building Management

  • Building Administrator
  • Security Officer
    • Security Guards
  • Maintenance
  • Plumbing
  • Electrical
  • Mechanical

AMCI Training Stages

Stage 1 – On the Job Training:
Must be required to finish and complete the number of hours required for HRM courses specified by the Dept. Of Education or has satisfactory completed in house AMCI Training Standards.

Stage 2 – AMCI Service Orientation Training
This is a classroom type training that is made to give different personnel in different positions a overall view on the proper attitude towards different working conditions and situations, and re-orient the trainee to learn Service Oriented Principles.

Stage 3 – Secondary On Site Training
This stage places the trainee in the actual position, and to be evaluated by his or her Dept. Head or Hotel Manager.

Stage 4 – Managers List
Trainees will be evaluated on their performances and attitudes towards work, co-workers and customer comments to be:

  1. Retained for employment
  2. Continue for Management Training

Outline of Stage 2 : AMCI Service Orientation Training

  1. What is the Hospitality Industry?
  2. Definition of Customer Service

    3. a. What is a Customer?
    b. What is Service?

  3. Describe the person next to you.

    4. a. What do you see?
    b. Being Honest to yourself…are you physically qualified to do your specific work requirement?
    c. Physical Standards for the different positions
    d. What makes a person feel that you can offer them good service?
    e. What makes you come back to a establishment?
    f. Does you personality match your job that requires you to give exceptional service?
    g. Why are we afraid?

  4. Confidence Equals Service.

    5. a. Why are we afraid? Culture of Hiya : The Positive and Negative Effects of Cultural Differences.
    b. Who Do we serve: Local or International guests?
    c. Without confidence, no service can be given.
    d. The guest is depending on you to :
    e. Listen to the Question
    f. Know your product
    g. Communication: the Art of Listening
    h. Using Basic tools : a pen and paper will do.
    i. Repeat the Customers orders to reinforce Perception of Quality Customer Service and to make sure that the orders are to be done not only with its list of items , but to verify the correct sequence of the order.
    j. To boost your confidence, you must be aware that the customer needs something from you that only you can provide.

  5. Own the customer….never pass him around.
  6. Use your senses Eyes-See, Nose- smell, Ears – Hear
  7. Do you see the customer, or does he see you first? What’s the difference?
  8. Use Common Sense….example: would you feel like eating if somebody is mopping in front of you, or taking out the garbage bag?
  9. Do you know how to listen…..pass the note exercise.
  10. Principles of Good to Great
  11. Visionary Leadership
  12. What is your attitude towards Work?

    13. - Define Attitude
    - Why Do We Work?
    - The Importance of the Reasons why we work can determine our Attitude.
    - Your attitude towards work reflects on your personal value system on yourself and others.

  13. Team Work – Every Establishment has different positions with its own responsibilities, therefore it is not only the responsibility of a personnel to do his or her job well, but to also remind the others of their responsibilities to the establishment as a whole.

    14. Example: Coming to work late is stealing the others persons time.

  14. Your Loyalty to the establishment has no boundaries.

    15. What happens in the work place, stays in the workplace.
    You represent the establishment even after work, therefore your actions reflect on your character, and your character reflects on the establishment.

    Management always puts loyalty over skill in determining employee status and promotion. This is because management is aware that skill can always be learned, but loyalty is reserve only to the few. Good management teams will always consider loyalty over other skills in giving promotions.

  15. Your Attitude will be the determining factor for your success.

    16. If your attitude is to be best, then you are a professional.
    But if your attitude is to be like everyone else, then expect to be replaced.

  16. It is not enough to do your job right, it must be done with SPEED!

    17. Fact: The Difference Between Service rendered in the Philippines compared to other countries is the length of time a service is rendered.

    Example: SM Dept. Stores can afford to give higher wages to its employees if each individual employee had the ability to do the right service in the shortest possible time, but since it is the culture of the common Filipino to take his or her time in rendering the service, the management has no choice but to make up for this culture by hiring more personnel to make up for the poor speed of service.

  17. Formula for Perfect Service

Perfect Service = Attitude + Product Knowledge + Communications Skill
____________________________________________
Speed (length of Time)
To Deliver Service

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