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30 January 2016 and i am on my way back to Thailand….Bangkok, Thailand’s capital, is a sprawling metropolis known for its ornate shrines and vibrant street life. The boat-filled Chao Phraya River feeds its network of canals, flowing past the Rattanakosin royal district, home to the opulent Grand Palace and its sacred Emerald Buddha temple. Nearby is Wat Pho with its enormous reclining Buddha and, on the opposite shore, Wat Arun with its steep steps and Khmer-style spire.  This place never sleep, constantly on the go and with so much to see and do, you will not be disappointed.

Sadly, i did not get to see any of Thailand on this trip as we were busy, busy, busy.  I had the opportunity to work with Diethelm Co. and i must admit i was really impressed at their attention to detail and focus on Customer Care and Customer Service.  Besides the training that  carried our, Diethelm spends a lot of time and effort developing their staff to be some of the best in the industry.  Sincere, gentle people that will go out of their way for you.

www.diethelmtravel.com/

A  huge well done to all our students that completed their courses.  All Statement of Result certificates from the ETDP Seta went out to the following students:

Unit Standard 117871 – Facilitate Learning Using a Variety of Given Methodologies NQF level 5, Credits 10

• Erick Cele
• Lukas De Jager
• Modiba Ngwanaramohloka Rosina
• Nkosi Nomzamo Octavia
• Ndima Ntmbeziningi Octavia
• Wyane Germishuizen
• Sumaya Bacaus

Unit Standard 115753 – Conduct Outcomes Based Assessments NQF level 5, Credits 15

• Mhosva Paidamoya

We are so proud of you and wish you luck in your careers.

If you would like to enroll and complete your Facilitator, Assessor, Moderator ETDP Seta accredited course, contact THT Hospitality Training on 082 5989 083 or email us on celeste@ththospitalitytraining.com

On the 24th January 2016 i returned to one of my favorite places – Lima!  There is something about Peru that really intrigues me.  The people are amazing and although they do not all speak English, i found they will always try and help you.

Lima, founded by Francisco Pizarro in 1535, is a fascinating city and a treasure trove of history.  I had the opportunity to visit Museo Larco History Museum which is very impressive and a must see if you are ever in the area. Explore ancient Incan archaeological sites, or stroll through the elegant cathedrals and opulent palaces dating from Spanish colonial times. Downtown Lima is crowded, but you’ll enjoy exploring the city’s neighbourhoods—especially the beachfront areas which are stunning.  Sadly, due to a lack of time i never got to see Machu Picchu, but i know i will be back to Peru!

I carried out training for Coltur Travel and have worked with this company before.  If you are looking for professional tour leaders and people that are passionate about their country, these guys will not disappoint.

http://www.colturperu.com/

On the 10th January i had the opportunity to return to Zimbabwe to carry out training for Imvelo Safari Lodges.  One thing that really stands out to me is how lovely the people are.  So keen to please and to make sure that you enjoy their country.  Zimbabwe is not what i expected, it delivered more.  Customer service in this country is what i feel we ourselves can learn from.  You are made to feel welcome everyday, everywhere, everytime!

Zimbabwe is a landlocked country in southern Africa known for its dramatic landscape and diverse wildlife, much of it within parks, reserves and safari areas. On the Zambezi River, Victoria Falls make a thundering 108m drop into narrow Batoka Gorge, where there’s white-water rafting and bungee-jumping. Downstream are Matusadona and Mana Pools national parks, home to hippos, rhinos and birdlife.

To enjoy the real Zim experience, contact Imvelo, like thier logo says “connecting people with nature”

http://www.imvelosafarilodges.com/

 

2016 is going to be an awesome year!

3 January and i was off to do training in the beautiful Cape Town.  I worked with the amazing staff of ATC who will be working as tour managers for a UK Tour operator.  Our training focused on Customer Service, Quality Control, Dealing with difficult situations and generally enhancing customers service.

Our training took 2 full days and was intense.  The team however were focused and we managed to cover all topics.

While at the hotel Verde, i was truly impressed!  The greenest hotel in Africa and wow…so good to see all the efforts this hotel makes to go green.  Well done to Bon Hotels, if only everyone could follow in your footsteps.

For those of you looking for a unique safari experience with brilliant staff, make sure you contact ATC http://www.africatravelco.com/

and if you wish to spend some time in a hotel that seriously cares about our blue planet, why not stop off at Hotel Verde http://hotelverde.co.za/

Pure water

Returning back to the amazing Shiduli Private Game Lodge is always a pleasure.  Having grown up in this area, it brings back so many fond memories.

During our three days of training, we covered a variety of topics relating to dealing with foreign clients.  Tourism in this area is an extremely competitive business and you have to really stand out from the crowd with regards to what you offer.  I am confident to say that Shiduli ticks all the boxes with regards to excellent customer service, going that extra mile and of course, ensuring that every guest leaves with memories they will never forget.

Our training was in depth and thorough, be we still managed to find some time to enjoy a lunchtime game drive.  If you are looking for the ultimate experience in the bush, this is where you want to be.  Within 15 minutes we saw buffalo, lion on a kill and amazingly a Madagascan Cuckoo – this bird has only ever been spotted twice in South Africa and four times in total in Southern Africa!  Something i will never forget.

Customer Satisfaction, Dealing with Difficult Situations, Customer Service, Body Language and a variety of topics were covered in our training.

When you are in the Hoedspruit area, remember this reserve as you will have an unforgettable experience!Rangers doing their thing

http://www.karongweportfolio.com/Karongwe/Shiduli/location/

For anyone wishing to complete any of the below mentioned EDTP Seta Accredited courses, we are running an end of year special offer.  Do all 3 courses for only R2500, or choose any one and pay R1000.  Our courses are assisted correspondence, meaning anyone in South Africa can enroll.  Don’t miss out on this fantastic opportunity!

Unit Standard 117871 – Facilitate Learning Using a Variety of Methodologies NQF Level 5 – Credits 10

Unit Standard 115753 – Conduct Outcomes-Based Assessments NQF Level 5 – Credits 15

Unit Standard 115759 – Conduct Moderation of Outcomes-Based Assessments NQF Level 6 – Credits 10

Email us on celeste@ththospitalitytraining.com or call 0825989083

Assessor Training Programme
(US 115753 – Conduct outcomes based assessments)

​Overview

The Assessor Training Programme is based on SAQA Unit Standard 115753, Conduct outcomes based assessments.

This training programme is ideal for those who wish to learn the methods of assessing an outcomes-based learning programme and for those wishing to improve their assessment skills.  This programme equips learners with the necessary knowledge and skill to make effective judgements on a person’s competency by means of assessments. Learners will also gain an understanding of the different ways to obtain and assess evidence allowing the learner to conduct assessments in a fair and valid manner in their field of expertise.

What does an Assessor do?

An Assessor:

·         Assesses candidates against registered unit standards and qualifications in order to allocate credits.

·         Uses different assessment methods to judge candidate competency against identified standards.

·         Assesses knowledge and skills of candidates.

·         Assists in skills audits by assessing employees to determine skills gaps.

·         Assesses employees in terms of job appraisals.

·         Assists in recruitment of new employees.

·         Assesses evidence for Recognition of Prior Learning (RPL).

Who should do this training?

This course will benefit:

·         Those wishing to complete a SETA Accredited training programme on assessing

·         Assessors wishing to register as assessors

·         Facilitators

·         Trainers

·         Lectures

·         Teachers

·         Coaches

·         Managers

·         Human Resource Managers

·         Supervisors

·         Presenters

·         Skills Development Facilitators (SDF)

What are the benefits?

How does one become an Assessor?

You need to:

·         Compete the Assessor Training Programme

·         Qualify as an Assessor

·         Upon completion, register as an Assessor with the relevant SETA/s

The training covers the following registered unit standard:

How do I know that this Facilitator training is recognised?

·         THT Hospitality Training (Pty) Ltd is accredited with the ETDP SETA to offer this programme.  Our Accreditation Number is ETDP10825 and our Registration Number is 2501.

·         On successful completion of the programme, we will upload your results onto the ETDP database and you will receive a certificate.

·         The ETDP SETA will capture your results on the National Learner Record Database (NLRD) and issue a Statement of Results (SOR) that will reflect the credits you have earned.

How and where will the training take place?

Training is offered via Assisted Correspondence, this means that anyone in South Africa can do the training.  You just need to take the steps and register with us.  We provide full support to all our clients.

Training Programme Outline

Study unit 1: Outcomes-Based Assessment

·         Outcomes-Based and other forms of assessment

·         Recognition of Prior Learning (RPL)

·         Assessment Methods

·         Key Principles of Assessment

·         The impact of assessment results on learners

Study Unit 2: Prepare for Assessments

·         Preparing for assessments

·         Parties involved with the assessment

·         Pre-Assessment Moderation

·         Preparing the learner for assessment

Study Unit 3: Conducting Assessment

·         Requirements for assessment practices

·         Carrying out assessments

·         Questioning techniques

·         Gathering evidence

·         Assessment judgements

·         Assessment records

Study Unit 4: Provide Feedback On Assessment

·         Parties who need to receive feedback

·         Feedback to the learner

·         Type and manner of feedback

·         Feedback from the learner

·         Disputes and or appeals

·         Recording agreements reached and key aspects of the feedback

Study Unit 5: Review Assessment

·         Strengths/weaknesses in assessment instruments and process

·         Feedback from relevant parties

·         Weaknesses in design

·         Poor unit standards and qualifications

The chief function of business in the hospitality industry is to serve people – whether it is food, accommodation or a combination of both.  The importance of employee training and development is something that can not be overstated and is something that should not be overlooked.  All staff in the hotels ultimate aim should be for guest satisfaction.  If staff do not understand their role fully or are not trained, how can they deliver the service your guests expect.  We all understand that training can be expensive, but the benefit will outweigh the cost involved.  It is important to remember that without proper training, employee-guest encounters can go off track, which ultimately will affect your business and profit margins.

If you have tight budget constraints, there is no need to train everyone, but focus on the areas that are under-performing.  If you have noticed an increase in complaints from guests about food quality and service, your training should focus on these areas specifically.  The benefits will soon start showing when customers complaints start turning into praise.

New recruits should be trained soon after they have been hired.  You need to start instructing them on your standard operating procedures and the specifics of their jobs.  By doing so places them on the right path from the beginning of their employment and should prevent bad habits from developing.  Staff training for new hires should go well beyond the initial orientation, which typically focuses on your company policies and employee benefits; consistent training can contribute considerably to the advancement of your organization. When you invest in new employees by providing learning opportunities, they may be inspired to do more than the minimum required of them. Adequate and appropriate training furthers your ability to determine the potential superstars who might be shaped into leaders. And focused training has a trickle-down effect: New employees learn from well-trained workers optimum ways to advance customer satisfaction.

Providing ongoing attention to training and development affects your business’s ability to remain competitive. Hospitality is fast paced and constantly evolving. The best way to beat your competitors may be through ensuring your employees’ expertise in performing the day-to-day necessities, such as maintaining exceptionally high levels of housekeeping or making sure front desk employees are adept with computers and other technological tools required in their jobs. Frequently revisiting customer service training, such as how to address visitors in both positive and negative situations, can ensure your guests enjoy their stay and depart with plans to return.

Well done to Elephant Lake Hotel and Safari in St Lucia for recognizing and investing in your staff.  If you ever find yourself in the area, why not stay at this lovely hotel and enjoy true customer service – the way it should be!

Training covered – Food and Beverage; Housekeeping; Front Office; Managers on Duty all training also incorporated Customer Service and attention to detail.

http://www.elephantlakestlucia.co.za/home

I had the privilege of doing some training at Ghost Mountain Inn.  Honestly, what a lovely little gem.  This is a family owned hotel with so much to offer, such character and AMAZING staff.  From the delightful waiting staff, cleaners and reception to the welcoming GM – everybody goes out of their way to make you feel more than welcome.

The training covered various topics like Customer Service, Dealing with difficult situations or guests, body language and how to deal with certain emergency situations.

Trying to work in an environment like this is pretty tough, but well done to everyone on completing the course and a massive thank you for your very kind hospitality shown.

If you ever find yourself heading North of Durban, visit this lovely piece of paradise, you will not regret it!