Managing the Delivery of Customer Service | Hospitality Training ServicesAppraising and Developing Staff | Hospitality Training ServicesKey Principles of Management & Leadership | Hospitality Training ServicesAccredited Training: Principles of Management Programme (PMP) | Hospitality Training ServicesAccredited Customer Service Training | Hospitality Training ServicesOnline Assessment & E-learning | Hospitality Training ServicesBespoke Employee Training | Hospitality Training ServicesBespoke Management Training | Hospitality Training ServicesAccredited Food Safety Training | Hospitality Training Services

Managing the Delivery of Customer Service

Appraising and Developing Staff

Key Principles of Management & Leadership

Accredited Training: Principles of Management Programme (PMP)

Accredited Customer Service Training

Online Assessment & E-learning

Bespoke Employee Training

Bespoke Management Training

Accredited Food Safety Training

Training Services

This course is designed to provide managers and supervisors with the skills necessary to develop and manage a dynamic, customer-focused workforce. Attendees will gain an understanding of how to improve the customer experience through creating and implementing, monitoring and evaluating customer service processes.

Content:
• Define customer service.
• Methods of managing the delivery of customer service.
• Meeting the needs and expectations of different types of customer.
• Customer service legislation.
• Methods of improving the customer experience.
• Methods of monitoring customer service.
• Methods of evaluating customer service.
• The importance of making improvements to customer service processes.
Duration:
• 1 day

Progression:
• This course forms part of the ‘Principles of Management Programme’. Additional courses within the programme include: Key Principles of Management and Leadership, Appraising and Developing Staff, and Improving Your Own Management and Leadership Performance.
• Successful completion of all 4 modules can lead to the NOCN Level 3 Certificate in Principles of Management (QCF) Qualification.

Course dates:
• This course can be delivered as part of an in-house training programme, within your own business.
• Alternatively, please view our events page for upcoming open courses in Sheffield

Managing the Delivery of Customer Service

Appraising and developing staff is essential to the role of managers. Identifying how to develop and run successful review meetings will lead to a more empowered and motivated workforce. Attendees will develop effective communication and objective setting skills to manage the performance of their staff and optimise development opportunities to improve business success.

Objectives:
• Recognise the importance of appraising staff
• Know how to evaluate the performance of staff
• Understand how to provide learning and development opportunities to staff

Content:
• The purpose of appraisals as a tool to develop staff.
• Preparing for appraisal meetings.
• Interview techniques in appraisal interviews.
• Methods of measuring work performance.
• Common pitfalls with evaluating work performance.
• Providing 360 degree feedback.
• Learning styles and methods of learning.
• Setting learning and development objectives.
• Overcoming resistance to change.

Duration:
• 1 day

Progression:
• This course forms part of the ‘Principles of Management Programme’. Additional courses within the programme include: Key Principles of Management and Leadership, Managing the Delivery of Customer Service, and Improving Your Own Management and Leadership Performance.
• Successful completion of all 4 modules can lead to the NOCN Level 3 Certificate in Principles of Management (QCF) Qualification.

Course dates:
• This course can be delivered as part of an in-house training programme, within your own business.
• Alternatively, please view our events page for upcoming open courses in Sheffield

Appraising and Developing Staff

This course is intended to identify and develop the key skills required by managers and supervisors so that they are better prepared to meet the challenges and demands of managing a business. Attendees will gain the support and confidence to effectively manage their teams; and a successful and profitable business.

Objectives:
• Recognise the role and responsibilities of managers
• Understand management techniques to deal with common issues
• Know how to effectively delegate work and set objectives
• Appreciate the importance of quality in the workplace

Content:
• The functions of management.
• The skills of effective leadership.
• Methods of managing conflict.
• Motivation through effective leadership.
• Methods of delegation.
• Setting work objectives with team members.
• Developing a quality culture in the workplace.

Duration:
• 1 day

Progression:
• This course forms part of the ‘Principles in Management Programme‘. Additional courses within the programme include: Appraising and Developing Staff, Managing the Delivery of Customer Service, and Improving Your Own Management and Leadership Performance.
• Successful completion of all 4 modules can lead to the NOCN Level 3 Certificate in Principles of Management (QCF) Qualification.

Course dates:
• This course can be delivered as part of an in-house training programme, within your own business.
• Alternatively, please view our events page for upcoming open courses in Sheffield

Key Principles of Management & Leadership

Principles of Management Programme

Our short training programme in the Principles of Management has been created to provide the fundamental skills and knowledge required to be an effective first line manager. This course is ideal for team leaders, supervisors and junior managers seeking to develop their current management capabilities and support continuous professional development, as well as those seeking their first management position.

The course is delivered over a period of three days, using an engaging and interactive blend of learning tools including group activities, case studies and discussions.

Attendees have the option of carrying out a work based assignment upon the completion of the training course in order to gain a recognised qualification in the NOCN Level 3 Certificate in Principles of Management (QCF).

Course content:

Key Principles of Management and Leadership
Appraising and Developing Staff
Managing the Delivery of Customer Service
• *Improving Your Own Management and Leadership Performance (*available only as part of the complete NOCN qualification)

Attendees will gain the confidence and skills required to better organise, lead and motivate their teams; and acquire the tools to better develop themselves as leaders. Through developing our training content in line with the NOCN qualification, our course attendees not only leave with new management skills, but also a nationally recognised qualification to formally recognise their ability.

Businesses who send their employees on the course will not only gain more confident and competent managers, but also more efficient and motivated teams. The training content can be adapted to meet the bespoke needs of individual businesses and delivered as a flexible in-house training programme. Content can be adapted to include modules in financial management, health and safety management, coaching skills, project management, recruitment and selection, and organisational change.

The course is run as an open course in Sheffield, South Yorkshire, please check our calendar for upcoming course dates. The course is available nationally as an in-house training course.

Contact us now for more information.

Accredited Training: Principles of Management Programme (PMP)

WorldHost is the world-class training programme, developed by the Province of British Columbia and under licence from People 1st, the Sector Skills Council for the UK hospitality industry.

Their training programmes are engaging and energetic, comprehensively covering the customer service skills required across a variety of industries where customer service is key to business success.

We are currently delivering the ‘Principle of Customer Service’ programme. This one day course focuses on the fundamentals of customer service order to enhance service skills, behaviour and professionalism. The course is suitable for anyone in a customer service role, and for any business seeking to improve customer loyalty, build brand reputation and stay ahead of the competition.

This course can be run as an in-house event, upon your own premises, for up to 15 attendees. Alternatively, check our events page for the next available open course in Sheffield, South Yorkshire.

Download the information sheet for more details, or contact us now to find out more and discuss your needs.

Accredited Customer Service Training

WorldHost Principles Of Customer Service — 624kb PDF

Do you know your employees and managers current knowledge? Do you want to identify prospective candidates skills and competence before you hire them?

By carrying out structured assessments on your employees and managers, you can identify specific training needs, avoid unnecessary training costs and save valuable time by focusing on the required needs of your team.

Working in partnership with a leading on-line assessment company, we can implement a range of assessments bespoke to your individual business needs. You can identify how individuals will perform through scenario based questions relevant to your specific operations, and test their current knowledge of essential information relevant to their existing and/or future role.

We can assist you in assessing the following areas:

  • Food safety
  • Health and safety
  • Management competencies
  • Human resources
  • Product knowledge
  • Company induction

We can support any identified training needs, create and implement development plans and deliver training courses as required.

Get in touch for more information

Your employees are the best ambassadors of your business and their performance is essential to the success of your business.

We run generic and bespoke training courses to all customer facing employees within hospitality operations, including waiters, bartenders, chefs, receptionists, and housekeepers. Our services can be tailored to your precise brand standards and can be complemented with a range of specific training courses, some of which are listed below:

  • Customer service
  • Restaurant service
  • Bartending and cocktail service
  • Wine and spirits
  • Barista
  • Complaint handling
  • Food safety

We can create bespoke employee development programmes which can be implemented to ensure the consistent development of all your future employees and support constant, long term business performance.

Effective leadership is vital to achieving successful business performance.

Our management training services can be provided to assist in the efficient running of hospitality businesses and to ensure that quality, profitability and compliance targets are achieved and sustained within your organisation. Our training services are suitable for team leaders, supervisors and managers within hotels, bars, restaurants, and cafes. All of our services can be tailored to your precise brand standards and can be complemented with a range of specific training courses, some of which are listed below:

  • Essential leadership skills
  • Financial management
  • Stock control procedures
  • Employee engagement
  • Effective time management
  • Performance management

We can create bespoke management development programmes, which can be implemented to ensure the consistent development of all your future managers and support constant, long term business performance.

We run regular open training courses in Sheffield, South Yorkshire and deliver in-house courses nationally.

Get in touch to find out more.

Everyone who works with food has a responsibility to ensure the food they prepare and serve is safe to eat; legislation states that all food handlers should be trained to a level commensurate with their role.

As a registered training centre for the Chartered Institute of Environmental Health, we can provide your team with the necessary food safety qualifications required to comply with legislation, ensure safe practices are maintained and enhance the success of your business.

We run regular open food safety training courses in Sheffield, South Yorkshire; however we can also run in-house courses within your own business at reduced rates, dependent upon minimum numbers. Please check our news and events page for upcoming courses in your area, or contact us direct to discuss any in-house requirements.

Accredited Food Safety Training

Food Safety L2 Syllabus — 129kb PDF

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Client Testimonials

“ James was able to assist my business across several areas, improving systems, operational activity, health and safety, HR issues and an overall support in pressured times. ”

— A. Mayland, Vittles

“ ...an enthusiastic training provider, adapting the courses to fit in with the needs of the business and giving full support to the trainees throughout. ”

— C. Wilson, Director, Lynx Services

“ …I found James to be very responsive and flexible in his approach to meeting our exact requirements. His knowledge of food safety and assessment criteria has proved most valuable…”

— Mark Wilson, Head of Products, The Test Factory

“ A complex hotel audit was professionally executed...A truly professional outfit with hospitality and good practice at the heart of it all!”

— Peter Martin, General Manager, The Croft Hotel

“ We hired James to create some teaching material...and highly recommend him for his professionalism and industry knowledge. Top Qualities: Great Results, Expert, High Integrity.”

— Anne-Marie McDermott, Lecturer, Coventry University College

“ Excellent understanding of the legal requirements within the catering industry...We would recommend cena to anyone needing HR support tailored to suit the needs of their business.”

— D. Spanier, Abbeydale Golf Club

“ We commissioned Cena to implement a group Food Safety System...We were very impressed by Cena's "can do" attitude, pragmatic approach, and importantly their ‘after care service'”

— Richard Cooke, Group Business Development Manager, Options Group

Worldhost Licensed Trader, Chartered Institute of Environmental Health - CEIH Registered Centre, Aim Awards, NOCN