TRAINING PROGRAMME PROPOSAL FOR THE THINNAI HOTEL, JAFFNA.
ENHANCING EMPLOYEE PRODUCT KNOWLEDGE ACROSS KEY HOTEL
DEPARTMENTS
Target Audience
All operational-level employees in F&B Service, Kitchen, Front Office, and Housekeeping
departments.
Total Duration
8 Hours (2 Hours per Department) – Can be conducted according to the need of the
management.
Objectives
• Improve staff understanding of products and services offered.
• Enhance cross-departmental awareness and teamwork.
• Ensure consistent and accurate guest communication.
• Build confidence in delivering service excellence.
• Upskill employees with the latest industry knowledge.
TRAINING PROGRAMME STRUCTURE
1. Food & Beverage (F&B) Service – 2 Hours
Topics Covered:
• Menu knowledge (À la carte, buffet, beverages, specials)
• Types of service (silver, American, buffet, room service)
• Wine and beverage pairing basics
• Ingredient and allergy awareness
• Upselling techniques and guest communication
Methods:
• Interactive menu walkthrough
• Live role plays and case scenarios
• Tasting samples with explanations
• Upselling game and feedback session
Outcome:
Employees will confidently describe menu items, pair wines, and promote specials to guests,
enhancing sales and guest satisfaction.
2. Kitchen (Culinary) – 2 Hours
Topics Covered:
• Product sourcing (local vs imported, farm-to-table)
• Preparation methods of signature dishes
• Presentation standards and plating techniques
• Allergen and dietary requirement handling
• Communication with service team for smooth operations
Methods:
• Explanation of key recipes and ingredients
• Q&A with the Chef
• Tasting and feedback session
Outcome:
Service staff and kitchen team will have a shared understanding of dishes, improving
coordination and food quality delivered to guests.
3. Front Office – 2 Hours
Topics Covered:
• Room types and amenities
• Promotions, packages, and loyalty programmes
• Handling guest requests and complaints effectively
• Local attractions and concierge services
• Cross-selling hotel services (dining, events, other services)
Methods:
• Virtual hotel tour with focus on rooms and services
• Scenario-based discussion
• Group discussions on common guest inquiries
• Mock booking and problem-solving activities
Outcome:
Front office staff will accurately communicate hotel offerings, guide guests effectively, and
create a positive first impression.
4. Housekeeping – 2 Hours
Topics Covered:
• Types of rooms, linen, and amenities provided
• Cleaning products and procedures (eco-friendly focus)
• Guest preferences and special room arrangements
• Lost & found protocol and guest privacy
• Maintenance coordination and service recovery
Methods:
• Demonstration of room setup and turn-down service
• Hands-on with cleaning tools/products
• Case studies on guest preferences
• SOP discussion and feedback
Outcome:
Housekeeping staff will deliver consistently high standards, manage special requests, and
ensure guest comfort and cleanliness.
Training Tools and Resources – Provided by the Hotel
• Projector and screen for presentations
• Sample menus, product charts, and SOP manuals
• Mock setups (room, dining table, reception desk)
• Feedback forms and assessment sheets
Assessment & Evaluation
• Pre and post-training knowledge quiz
• Observation during role-plays and tasks
• Group discussion and feedback session
• Certificate of participation for each employee
Expected Benefits
• Increased guest satisfaction and positive reviews
• Higher efficiency and teamwork across departments
• Improved upselling and revenue generation
• Reduced service errors and enhanced professional image
