Target group: Employees of casinos.

Prior education requirements: None

Level: MBO ( Secondary Vocational training) HBO (Higher Professional Education)

Duration of training:

1 day from 10.00 – 17.00

Number of participants: Maximum of 12

Contents training:

  • A part of the training is the training “game explanation”. (for more information have a look at the description of the training game explanation).
  • Perception and needs of different types of guests.
  • Welcoming communication
  • Welcoming way of setting boundaries
  • Verbal and non-verbal communication
  • Tune into the wishes and needs of guests
  • Practical skills with regard to serving.
  • Practise with the training actor.

Goals of the training Conflict Management (hospitality?)

After this training the participants are able to

  • Welcome guests in the best possible way
  • Optimize service to show guests that they are seen and appreciated
  • Distinguish needs of different types of guests and anticipate this.
  • Have a welcoming way of communicating with guests.
  • Follow up the policy of the casino with regards to hospitality.

Approach:

In this training use is made of a training actor. Knowledge about hospitality will be transferred and shared through presentations.

Derogations: not applicable

Study load: 7 training hours and 3 hours of preparation/reflection

Special Requirements: none

 Course Material: e-reader and e-learning, during the course we also provide material on paper.

Assessment: The trainer evaluates the participants on the aspects of attitude, motivation and behaviour. The participant needs to score at least sufficient on each topic.

Qualification:

After the end of successfully completing the course, participants will receive a digital certificate.

More information and/or request for quotation?

academy@centrumvoorverantwoordspelen.nl

0648204199