RCSU: Hospitality Virtual Training
accessible. comprehensive. interactive virtual training. private club & hospitality focused.
brought to you by 2017 & 2018 Staff Training Company of Year, RCS Hospitality Group
MANAGEMENT PROGRAMS
Most courses have trailers; just click on the title to view it. The "More Info" button will direct you to a downloadable document showing course timing, documents included, and the targeted audience for the program.
This comprehensive course is geared towards entry to mid-level managers and supervisors, and anyone wishing to move up the ladder to success. Broken down into a "Top 10" list, What Every New Manager Should Know is a great course to help you become a consummate professional in the hospitality industry.
It costs 20% or more of an employee's salary to replace him or her. The most successful companies consistently have training as a critical piece of their strategic plan. This course reviews why training is important, its benefits, how to identify and choose a good trainer, how to understand and relate to your training audience, various types and style of training.
Hiring the right people is what will ultimately set your company apart– your PEOPLE give you a competitive advantage. In this course, participants will be taken on a journey through the hiring process including applicant screening, interviewing (including what not to ask), evaluating, reference checking and ultimately the job offer. Sample questions are provided in the course and accompanying material.
Using positive communication can dramatically decrease the chances of misunderstandings, hurt feelings, and unclear direction. This edition of the course is specifically intended for those in management positions in the hospitality industry.
Creating a Strong Service Culture is one of our most popular in-person training courses at RCS, because it's so important. Company culture is crucial because it can make or break your company. Participants will understand the meaning of 'service culture', know how to identify existing culture, understand the key elements for keeping culture strong, become familiar with the five critical steps that will move them toward their desired goal.
Creating a motivating work environment is not always easy. This program outlines the seven steps of motivational success and provides tips on what to do if you “lose your team spirit”. Communication examples are provided to demonstrate employee perspective.
FOOD & BEVERAGE PROGRAMS
Most courses have trailers; just click on the title to view it. The "More Info" button will direct you to a downloadable document showing course timing, documents included, and the targeted audience for the program.
This fun, informative course is customized for private club employees and public course employees, and lays the groundwork for new beverage cart employees. One of the downloadable documents included as an additional resource for students of this course contains follow up questions to ask their manager, filling in the gaps with information unique to your organization.
In this program, participants will be taken through the proper sequence of food and beverage service for dinner as if they are ‘dancers’ with multiple partners – a series of service steps that we must follow consistently in order to provide exceptional experiences to our guests. In order for a group of food and beverage “dancers” to create grace, harmony, and economy of movement, they must have communication between them.
It is the subtle communications, the graceful movements, the attentive posture, awareness of body language, and knowing the sequence of service to follow - our dance steps - creating the harmony of coordinated movements.
In the Hospitality Business we are always ON STAGE! This course likens the performance of food and beverage service to a live show. Participants will be taken through the parallels of a dress rehearsal, the musical score, Acts I-IV, the grand finale and the epilogue. Along the way we discuss actors, directors, knowing their lines, and use of props in service.
This short course will teach what is expected as a host, hostess or greeter. The importance of first impressions, uniform and grooming standards, using a reservation system, and the three steps of service are highlighted along with using table and seat numbers. Participants will understand their role, how to be aware in the dining room and many service details of their job.
The first of a series to be developed for the 'heart of house' or 'back of house', Basic Knife Skills was written by our own Chef Mary Howley, and presented by one of our culinary consultants, Gerardo Gonzalez. In this short course, Gerardo takes participants through the most commonly used knives and when / where they are most likely to be used, demonstrates typical cuts used in the kitchen and the process of sharpening knives.
PRIVATE CLUB SPECIFIC PROGRAMS
Most courses have trailers; just click on the title to view it. The "More Info" button will direct you to a downloadable document showing course timing, documents included, and the targeted audience for the program.
The food and beverage (F&B) department is one of the most misunderstood and highly criticized areas of a private club. Next to a golf course, food and beverage is often one of the most subsidized areas of a private club. This unique course will break down the key differences between food and beverage operations in a private club and those of a public restaurant or other public dining outlet.
This course should be considered a "fundamental" for anyone working within or involved in the food and beverage operation at a private club: staff, managers, Committee members, Board members, and Controllers.
A short micro-training course, Understanding the Mind of a Customer / Member is intended for any staff member of a private club, private jet service, public golf course, luxury hotel/resort, fine dining restaurant, spa, casino, or any other high-end hospitality outlet. Participants are prompted to select their type of customer, which then directs them accordingly to better understand expectations of THEIR customer / member.
In this hospitality training course, users will:
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gain a new perspective of the customer experience
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understand the customer's expectations
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learn the importance of discretionary dollars, and what that means in hospitality
The organization and management of private clubs is unlike any other area of hospitality and it’s important to know how to navigate Club Governance. This is a crucial course for staff and managers in member-owned private clubs to understand how all of the elements – the Board of Directors, managers, various committees, and employees all work together to provide an excellent experience to the members and guest.
This short course could also be used for committee or Board orientation programs.
This popular RCS program is intended to help all private club employees and managers understand the service nuances that come with serving private club members. Member Service 101 highlights:
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the mind of a member
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understand the relationship between investment and expectations
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the four ways every member wants to feel
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how to deliver exceptional personalized service to the membership
Proper telephone etiquette is a key skill that all private club employees should have. Often, a phone call can be the first or last impression a member has of the club. This program will help anyone working in a club improve their telephone etiquette skills. Using a combination of examples, video, and animations, participants will learn how to:
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handle a phone call from start to finish
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be made familiar with words and phrases that should be used, and those to avoid
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understand how to deftly manage unhappy callers
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learn how to leave a voicemail, take a message, & transfer a call
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general tips and tricks for tone of voice, pacing, and delivery
OTHER COURSES for public or private facilities
Most courses have trailers; just click on the title to view it. The "More Info" button will direct you to a downloadable document showing course timing, documents included, and the targeted audience for the program.
In this signature RCSU program, we review how to make a customer feel special using GRACIOUS as an acronym of important steps of service.
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Genuine
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Respect
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Anticipatory
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Commit to Self-Improvement
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Immediacy
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Other Point of View
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Unified
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Service Commitment
This is a comprehensive ‘customer service basics” course that is wonderful for a first day on the job OR a refresher for seasoned staff.
A phone call can be the first impression a customer has of your company. This informative, engaging course uses video, text emphasis, conversational examples and animations to help participants learn exemplary telephone skills, including:
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handle a phone call from start to finish
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be made familiar with words and phrases that should be used, and those to avoid
-
understand how to deftly manage unhappy callers
-
learn how to leave a voicemail, take a message, & transfer a call
-
general tips and tricks for tone of voice, pacing, and delivery
Using positive communication can dramatically decrease the chances of misunderstandings, hurt feelings, or workplace conflict. Since communication impacts every area of our professional and personal life, this course is offered in two versions:
1. for managers (to download more information for the manager version, please see management course section)
2. for employees
In hospitality and service recovery, communication can make or break the outcome. Real-life examples are used along with positive words and phrases and an overview of communication in persuasion and sales.
A short micro-training course, Understanding the Mind of a Customer is intended for any staff member of a private club, private jet service, public golf course, luxury hotel/resort, fine dining restaurant, spa, casino, or any other high-end hospitality outlet. Participants are prompted to select their type of customer, which then directs them accordingly to better understand expectations of THEIR customer.
In this hospitality training course, users will:
-
gain a new perspective of the customer experience
-
understand the customer's expectations
-
learn the importance of discretionary dollars, and what that means in hospitality