酒店管理三级证书（操作）THH 33002

课程核心模块

THHCOR01B – 与同事和顾客相处
- 在职场中的沟通
- 保持个人表达的水准
- 向同事和顾客提供服务
- 在团队中工作
THHCOR02B – 在多样性的社会环境下工作
- 在多样性的社会背景下与同事和顾客沟通
- 处理多元文化产生的误解
THHCOR03B – 贯彻健康，安全和保安程序
- 贯彻职场健康，安全和保安程序
- 保持安全的出勤标准
- 提供关于健康，安全和保安的反馈信息
- 处理紧急事件计划
THHCO01B – 发展和更新酒店行业知识
- 搜寻关于酒店行业的信息
- 寻找和请求在酒店业的法律和职业道德信息
- 更新酒店业知识
THHGHS01B – 遵守职场卫生程序
- 遵守卫生程序
- 确认和避免卫生风险
THHGGA01B – 电话沟通
- 应接打入电话
- 打出电话
THHGCS02B – 向顾客促销产品和服务
- 开发和保持产品和服务及市场知识
- 鼓励顾客使用和购买产品和服务
THHGCS03B – 处理冲突情形
- 确认冲突情形
- 解决冲突情形
- 回应顾客的投诉
THHGTR01B – 在工作中教导他人
- 准备在岗位的教练
- 在岗位的教练
- 跟进教练

 Certificate III in Hospitality (Operations) THH 33002

Core units of the course include:

THHCOR01B – Work with Colleagues and Customers
- Communicate in the workplace
- Maintain personal presentation standards
- Provide service to colleagues and customers
- Work in a team
THHCOR02B – Work in a Socially Diverse Environment
- Communicate with colleagues and customers fro a diverse background
- Deal with cross cultural misunderstandings
THHCOR03B – Follow Health, Safety and Security Procedures
- Follow workplace procedures on health, safety and security
- Maintain safe personal presentation standards
- Provide feedback on health, safety and security
- Deal with emergency situations plans
THHCO01B – develop and Update Hospitality Industry Knowledge
- Seek information on the hospitality industry
- Source and apply information on legal and ethical issues for the
Hospitality industry
- Update hospitality industry knowledge
THHGHS01B – Follow Workplace Hygiene Procedures
- Follow hygiene procedures
- Identify and prevent hygiene risks
THHGGA01B – Communicate On the Telephone
- Respond to incoming telephone calls
- Make telephone calls
THHGCS02B – Promote Products and Services to Customers
- Develop and maintain product / service and market knowledge
- Encourage customers to use and buy products and services
THHGCS03B – Deal with Conflict Situations
- Identify conflict situations
- Resolve conflict situations
- Respond to customer complaints
THHGTR01B – Coach Others on the Job
- Prepare for on the job coaching
- Coach colleagues on the job
- Follow up coaching