Judith Clarke

Profile

Courses

1
Professional Bar Service
Expires After: Does not Expire

Designed for

Have you ever wanted to work behind a bar? ….. This programme is designed for new and existing operational F&B staff in hotels, restaurants and bars to develop their knowledge of bar service. Modules can be used as a complete programme or individually for specific training needs or refreshers. Individuals may like to develop their own knowledge and confidence or use the module certificates at interviews. The programme will contribute to the guided learning hours for those staff completing a hospitality apprenticeship.

Module descriptions

Discover the names of different glasses used in the bar and the drinks they are used for. Also consider safety aspects of handling glassware along with professional polishing techniques. This module should be used with the module on Prepare and Close the Bar.

There’s a lot that goes on in a bar apart from serving drinks. This module will detail the general set up and close down procedures giving you a picture of what working in bar is all about. If you are new to bar work it will help you ask the right questions when you start a job of what you need to do before customers arrive. Use this module with Handling Glassware in the Bar.

Do you know…. the difference between different whiskies or why some whisky is spelt with an extra ‘e’…  the base flavours of different spirits… the origin of vermouths and the different types……. the difference between vintage and ruby port or cream and fino sherry or madeira and marsala…. the difference between fruit and cream liqueurs, Tia Maria or Drambuie … cordials and squashes? Learn about different cocktails and serving drinks with a professional flourish and be inspired to research more.

‘Beer’ is just a generic term for different types and styles of drink.  Do you know … the difference between the different styles of bitter ….. the different types of lager…… the different stouts on the market…. ? This module will help you to learn about the different types of beers and their flavours. You will also look at the different techniques of serving beers and some ideas for when beer doesn’t look quite right in the glass! This module, along with Serving Drinks, will give you great knowledge if you are going for a job or wanting to develop your knowledge and confidence to be able to answer customer questions and develop your professional skills.

Handling glassware in the bar

Discover the names of different glasses used in the bar and the drinks they are used for. Also consider safety aspects of handling glassware along with professional polishing techniques. This module should be used with the module on Prepare and Close the Bar.

Prepare and close the bar

There’s a lot that goes on in a bar apart from serving drinks. This module will detail the general set up and close down procedures giving you a picture of what working in bar is all about. If you are new to bar work it will help you ask the right questions when you start a job of what you need to do before customers arrive. Use this module with Handling Glassware in the Bar.

Prepare and serve drinks

Do you know…. the difference between different whiskies or why some whisky is spelt with an extra ‘e’…  the base flavours of different spirits… the origin of vermouths and the different types……. the difference between vintage and ruby port or cream and fino sherry or madeira and marsala…. the difference between fruit and cream liqueurs, Tia Maria or Drambuie … cordials and squashes? Learn about different cocktails and serving drinks with a professional flourish and be inspired to research more.

Serving beers

‘Beer’ is just a generic term for different types and styles of drink.  Do you know … the difference between the different styles of bitter ….. the different types of lager…… the different stouts on the market…. ? This module will help you to learn about the different types of beers and their flavours. You will also look at the different techniques of serving beers and some ideas for when beer doesn’t look quite right in the glass! This module, along with Serving Drinks, will give you great knowledge if you are going for a job or wanting to develop your knowledge and confidence to be able to answer customer questions and develop your professional skills.

0
minutes
Course approximate timing
0
%
End test passmark
Hospitality apprenticeship
The modules will contribute to the guided learning hours for those staff completing a hospitality apprenticeship.

2
Allergy and Special Diets Aware
Expires After: Does not Expire

About this module

Allergy Awareness training for food and drink service staff has been a legal obligation in the UK since December 2014 but there is still a lack of awareness in businesses of the implications of not carrying this out. Staff cannot say ‘they don’t know’ in response to a customer question and understand the danger of ‘bluffing’ an answer. A recent prosecution has taken place resulting in 6 year prison sentence of a restaurant owner and regular surveys still show that 70-80% of customers don’t trust staff to give the correct information.

Designed for

We offer modules for front of house staff and a module for chefs and managers that not only deliver the legal requirements but ensure your staff will be professional and confident and respect customer requests. The modules are endorsed by Vizion 21, a leading hospitality health and safety consultancy.

Objectives

  • Identify 14 major allergens and foods that contain them
  • State the action to take if you do not know the answer to a customer questions
  • Identify key allergic reactions and the action you should take
  • Identify key nutrients in food
  • Identify special dietary requirements customers might have
0
minutes
Course approximate timing
0
%
End test passmark
Hospitality apprenticeship
The modules will contribute to the guided learning hours for those staff completing a hospitality apprenticeship.

3
Professional Housekeeping
Expires After: Does not Expire

Course Description

Professional Housekeeping. 5 Great value modules

Housekeeping is often a misunderstood department. It is not just about flicking dusters around and making beds. Undoubtedly it is hard work but Houskeeping has an extremely valuable role to play in the reputation of a hotel and levels of guest satisfaction. There are great development and career opportunities in Housekeeping, locally, nationally and internationally.

Professional Housekeeping is Designed for

Operational housekeeping staff in hotels and guesthouses. Professional Housekeeping can be used for new staff to support internal on job training, to set a benchmark of Housekeeping standards for the whole team, to support the development of knowledge behind the practice, as part of your own training schemes or by people wishing to gain knowledge of the Housekeeping role in order to apply for a job.

Businesses may avoid training casual or agency staff as it is an additional cost and the turnover is high but using our inclusive programmes these staff can be planned into routine training at no extra cost. approach.

Professional Housekeeping will contribute to the guided learning hours for staff undertaking the Housekeeping pathway in the Hospitality Team Member apprenticeship.

Professional Housekeeping Course objectives

  • Identify different types of hotels and gradings
  • State the structure of a Housekeeping department
  • State the key responsibilities of a room attendant
  • Identify different bedding and quality checks
  • Use professional techniques to make beds
  • Identify hygiene and presentation standards
  • Identify the equipment required to clean bathrooms
  • Describe the techniques to clean fixtures and fittings in a bathroom
  • Identify safety and hygiene standards
  • Describe professional standards of key cleaning techniques and why they are used
  • Apply the techniques to a range of fixtures and fittings
  • Identify safety and hygiene standards
  • Identify final presentation checks in guest bedrooms and bathrooms
  • Identify the procedure for evening turndown
  • State the presentation standards in occupied rooms and public areas
All about working in Housekeeping
  • Identify different types of hotels and gradings
  • State the structure of a Housekeeping department
  • State the key responsibilities of a room attendant
All about making beds
  • Identify different bedding and quality checks
  • Use professional techniques to make beds
  • Identify hygiene and presentation standards
All about cleaning bathrooms
  • Identify the equipment required to clean bathrooms
  • Describe the techniques to clean fixtures and fittings in a bathroom
  • Identify safety and hygiene standards
All about cleaning
  • Describe professional standards of key cleaning techniques and why they are used
  • Apply the techniques to a range of fixtures and fittings
  • Identify safety and hygiene standards
All about presentation
  • Identify final presentation checks in guest bedrooms and bathrooms
  • Identify the procedure for evening turndown
  • State the presentation standards in occupied rooms and public areas
0
minutes
Course approximate timing
0
%
End test passmark
Hospitality apprenticeship
The modules will contribute to the guided learning hours for those staff completing a hospitality apprenticeship.

4
All about Cleaning
Expires After: Does not Expire

About this module

From the moment a guest walks through the doors of a hotel the level of cleanliness is something they are aware of. A carpet with bits on it, a greasy reception desk, smeary lift controls, and corridors that have not been vacuumed don’t give the confidence that the room is going to be any better.

Designed for

Operational housekeeping staff in hotels and guesthouses. Professional Housekeeping can be used for new staff to support internal on job training, to set a benchmark of Housekeeping standards for the whole team, to support the development of knowledge behind the practice, as part of your own training schemes or by people wishing to gain knowledge of the Housekeeping role in order to apply for a job.

Businesses may avoid training casual or agency staff as it is an additional cost and the turnover is high but using our inclusive programmes these staff can be planned into routine training at no extra cost. approach.

Professional Housekeeping will contribute to the guided learning hours for staff undertaking the Housekeeping pathway in the Hospitality Team Member apprenticeship.

Objectives

  • Describe professional standards of key cleaning techniques and why they are used
  • Apply the techniques to a range of fixtures and fittings
  • Identify safety and hygiene standards
0
minutes
Course approximate timing
0
%
End test passmark
Hospitality apprenticeship
The modules will contribute to the guided learning hours for those staff completing a hospitality apprenticeship.

5
All about Cleaning Bathrooms
Expires After: Does not Expire

About this module

How would you feel if you found hairs in the bath and they were not yours!! For the majority of people staying in a hotel this would be a sign of lack of cleanliness and attention to detail could will lead to a complaint. Regardless of the level of hotel the highest standard of cleanliness is always required and especially in bathrooms where bacteria thrive.

Designed for

Operational housekeeping staff in hotels and guesthouses. Professional Housekeeping can be used for new staff to support internal on job training, to set a benchmark of Housekeeping standards for the whole team, to support the development of knowledge behind the practice, as part of your own training schemes or by people wishing to gain knowledge of the Housekeeping role in order to apply for a job.

Businesses may avoid training casual or agency staff as it is an additional cost and the turnover is high but using our inclusive programmes these staff can be planned into routine training at no extra cost. approach.

Professional Housekeeping will contribute to the guided learning hours for staff undertaking the Housekeeping pathway in the Hospitality Team Member apprenticeship.

Objectives

  • Identify the equipment required to clean bathrooms
  • Describe the techniques to clean fixtures and fittings in a bathroom
  • Identify safety and hygiene standards
0
minutes
Course approximate timing
0
%
End test passmark
Hospitality apprenticeship
The modules will contribute to the guided learning hours for those staff completing a hospitality apprenticeship.

6
All about Presentation
Expires After: Does not Expire

About this module

Final presentation part of the Professional Housekeeping Skills programme will put the final touches in place that show the professionalism of Housekeeping

Designed for

Operational housekeeping staff in hotels and guesthouses. Professional Housekeeping can be used for new staff to support internal on job training, to set a benchmark of Housekeeping standards for the whole team, to support the development of knowledge behind the practice, as part of your own training schemes or by people wishing to gain knowledge of the Housekeeping role in order to apply for a job.

Businesses may avoid training casual or agency staff as it is an additional cost and the turnover is high but using our inclusive programmes these staff can be planned into routine training at no extra cost. approach.

Professional Housekeeping will contribute to the guided learning hours for staff undertaking the Housekeeping pathway in the Hospitality Team Member apprenticeship.

Objectives

  • Identify final presentation checks in guest bedrooms and bathrooms
  • Identify the procedure for evening turndown
  • State the presentation standards in occupied rooms and public areas
0
minutes
Course approximate timing
0
%
End test passmark
Hospitality apprenticeship
The modules will contribute to the guided learning hours for those staff completing a hospitality apprenticeship.

7
Taking Wine Orders
Expires After: Does not Expire

Module description

A short interactive course developing the understanding behind the standards and procedures of writing wine orders.

Designed for

All operational F&B staff in hotels, restaurants and bars to develop their knowledge of Wine and Champagne service. Modules can be used as a complete programme or individually for specific training needs or refreshers. Individuals may like to develop their own knowledge and confidence or use the module certificates at interviews. The programme will contribute to the guided learning hours for those staff completing a hospitality apprenticeship.

Objectives

  • Write a clear and accurate wine order
  • Communicate wine orders
  • Identify abbreviations that may be used
0
minutes
Course approximate timing
0
%
End test passmark
Hospitality apprenticeship
The modules will contribute to the guided learning hours for those staff completing a hospitality apprenticeship.

8
Work Aware
Expires After: Does not Expire

Course Description

The first few weeks of starting a new job are critical. Staff make the decision if they like the job or not. This decision is based not only on whether they like their manager personally but very often on how much training they receive to help them feel confident in their role. Even if staff have done H&S training in other companies you must still evidence that you have carried training out for your business.
With so much information to cover it can be difficult to choose the priority; health and safety or job skills? The result is usually a bit of everything but not necessarily enough detail in anything and for some businesses managers lack the specific knowledge of what needs to be trained. Our induction compliance programme resolves the problem. Ticking all the boxes of what staff need legally to be aware of in the first few weeks of employment, leaving you to concentrate on the business.
Take a copy of the learner certificate and you have all the evidence you need for that EHO visit!! If you want to use the programme on a regular basis, talk to us about setting yourself up with a block of places where you can download reports as evidence of training and tailor modules to your procedures.

These 3 modules cover your compliance as an employer and your due diligence as an employee

  • Safety Aware,
  • Fire Aware
  • COSHH & Manual Handling

Designed for

All operational staff in hotels, restaurants and bars to ensure they are aware of all health and safety procedures. Modules can be used as a complete programme or individually for specific training needs or refreshers. Individuals may like to develop their own knowledge and confidence or use the module certificates at interviews. The programme will contribute to the guided learning hours for those staff completing a hospitality apprenticeship.

Course objectives

Fire Aware

  • Describe the principles of the fire triangle
  • Identify key causes of fire in the workplace and how to minimise fire risk
  • State how to raise the alarm
  • Identify safe evacuation procedures

Safety aware

  • State your responsibility for health and safety at work
  • Identify potential hazards found at work and safe working practices
  • State how to report an accident at work

COSHH & Manual Handling

  • Identify safe practices when using chemicals and cleaning agents
  • Identify how to lift and carry safely
Being Fire Aware

Fire Aware

  • Describe the principles of the fire triangle
  • Identify key causes of fire in the workplace and how to minimise fire risk
  • State how to raise the alarm
  • Identify safe evacuation procedures
Being Safety Aware

Safety aware

  • State your responsibility for health and safety at work
  • Identify potential hazards found at work and safe working practices
  • State how to report an accident at work
COSHH & Manual Handling

COSHH & Manual Handling

  • Identify safe practices when using chemicals and cleaning agents
  • Identify how to lift and carry safely
0
minutes
Course approximate timing
0
%
End test passmark
Hospitality apprenticeship
The modules will contribute to the guided learning hours for those staff completing a hospitality apprenticeship.

9
Safety Aware for Hotel Staff
Expires After: Does not Expire

About this module

Lots of activities ensure learners are totally concentrating, even if they have done this before! There is a choice of modules to ensure targeted learning. Versions are available for Food Service staff or Reception & Administration staff or Housekeeping staff or of your staff are general across all departments have the all in one version!

Designed for

All operational staff in hotels, restaurants and bars to ensure they are aware of all health and safety procedures. Modules can be used as a complete programme or individually for specific training needs or refreshers. Individuals may like to develop their own knowledge and confidence or use the module certificates at interviews. The programme will contribute to the guided learning hours for those staff completing a hospitality apprenticeship.

Objectives

  • State your responsibility for health and safety at work
  • Identify potential hazards found at work and safe working practices
  • State how to report an accident at work
0
minutes
Course approximate timing
0
%
End test passmark
Hospitality apprenticeship
The modules will contribute to the guided learning hours for those staff completing a hospitality apprenticeship.

10
Fire Aware for Hotel Staff
Expires After: Does not Expire

About this module

This module isn’t about the business property and compliance but about what staff need to be aware of to work safely, raise the alarm and evacuate safely. Some businesses do not allow their staff to use fire extinguishers so there are 2 versions. If you want to make information and procedures specific to your business give us a call to find out how we can help you.

Designed for

All operational staff in hotels, restaurants and bars to ensure they are aware of all health and safety procedures. Modules can be used as a complete programme or individually for specific training needs or refreshers. Individuals may like to develop their own knowledge and confidence or use the module certificates at interviews. The programme will contribute to the guided learning hours for those staff completing a hospitality apprenticeship.

Objectives

Describe the principles of the fire triangle
Identify key causes of fire in the workplace and how to minimise fire risk
State how to raise the alarm
Identify safe evacuation procedures

0
minutes
Course approximate timing
0
%
End test passmark
Hospitality apprenticeship
The modules will contribute to the guided learning hours for those staff completing a hospitality apprenticeship.

11
COSHH & Manual Handing for Hotel Staff
Expires After: Does not Expire

About this module

Fully interactive to ensure learners concentrate, this module tackles firstly COSHH requirements such as symbol recognition, personal protective equipment and safe working practices and then leads into manual handling showing by video and photos safe lifting techniques and emphasising the potential problems of lifting badly.

Designed for

All operational staff in hotels, restaurants and bars to ensure they are aware of all health and safety procedures. Modules can be used as a complete programme or individually for specific training needs or refreshers. Individuals may like to develop their own knowledge and confidence or use the module certificates at interviews. The programme will contribute to the guided learning hours for those staff completing a hospitality apprenticeship.

Objectives

  • Identify safe practices when using chemicals and cleaning agents
  • Identify how to lift and carry safely
0
minutes
Course approximate timing
0
%
End test passmark
Hospitality apprenticeship
The modules will contribute to the guided learning hours for those staff completing a hospitality apprenticeship.

12
Giving Great Customer Service for Hotel Staff
Expires After: Does not Expire

Course Description

The course Giving Great Customer Service is made up of the these 5 modules:

  • Creating a Positive Environment
  • Understanding Different Behaviours
  • Understanding Customer Needs
  • Being Disability & Cultural Aware
  • Handling Problems Positively

Designed for

Designed for all operational ‘front facing’ hotel staff.

The modules can be used as a complete programme or individually for specific training needs or refreshers. Individuals may like to develop their own knowledge and confidence or use the module certificates at interviews. The programme will contribute to the guided learning hours for those staff completing a hospitality apprenticeship.

0
minutes
Course approximate timing
0
%
End test passmark
Hospitality apprenticeship
The modules will contribute to the guided learning hours for those staff completing a hospitality apprenticeship.

13
Creating a Positive Environment
Expires After: Does not Expire

Course Description

This module explores The Art of Communication and invites you, through a range of interactive activities using hotel based scenarios, to consider your negative and positive responses, develops the concept of the behaviour cycle and how your behaviour affects customer feelings and reactions. The modules sets the best practice standards for welcoming and saying goodbye to customers, two of the most important procedures in delivering great customer service.

Designed for

Designed for all operational ‘front facing’ hotel staff.

The modules can be used as a complete programme or individually for specific training needs or refreshers. Individuals may like to develop their own knowledge and confidence or use the module certificates at interviews. The programme will contribute to the guided learning hours for those staff completing a hospitality apprenticeship.

Objectives

  • Identify how negative behaviour effects customers
  • Identify positive responses to use
  • State the procedure for the Hospitality Welcome and Goodbye
0
minutes
Course approximate timing
0
%
End test passmark
Hospitality apprenticeship
The modules will contribute to the guided learning hours for those staff completing a hospitality apprenticeship.

14
Handling Different Customers
Expires After: Does not Expire

Course Description

This group of three modules titled Handling Different Behaviours includes:

Understanding Different Behaviours

This module takes the behaviour cycle from the customer viewpoint and explores customer behaviours and why they happen.

Developing an understanding of customer feelings and personality traits learners develop knowledge of recognising the behaviours and choosing positive responses to complete a positive behaviour cycle.

Understanding Customer Needs

Although all customers have some basic expectations when they stay in a hotel such as cleanliness and safety, depending on why they have booked, customers have additional expectations. The ability to understand the different expectations and to meet or preferably exceed those expectations is the real art of the hospitality professional.

Being Disability and Cultural Aware

This module explores the differing needs of leisure, families, conference and corporate customers with lots of ideas.

Carrying on from Understanding Customer Needs this module overviews firstly some of the additional specific needs that customers with disabilities may have to deliver great customer service. Hospitality is international and having knowledge of different cultures to deliver great customer service is also the mark of the professional member of staff.  It is not exhaustive but will give learners lots of ideas and the potential to research further. We also offer a separate full module on being Disability Aware!

Designed for

Designed for all operational ‘front facing’ hotel staff.

The modules can be used as a complete programme or individually for specific training needs or refreshers. Individuals may like to develop their own knowledge and confidence or use the module certificates at interviews. The programme will contribute to the guided learning hours for those staff completing a hospitality apprenticeship.

Objectives

  • Understand why customers behave differently
  • Identify positive responses to use with different behaviors
  • Identify the different needs of different types of customers
  • Identify ideas to put the WOW! Into great customer service
  • Identify positive assistance that can be offered to customers with disabilities
  • Become more cultural aware!
Understanding Different Behaviours
  • Understand why customers behave differently
  • Identify positive responses to use with different behaviors
Understanding customer needs
  • Identify the different needs of different types of customers
  • Identify ideas to put the WOW! Into great customer service
Being Disability and Cultural Aware
  • Identify positive assistance that can be offered to customers with disabilities
  • Become more cultural aware!
0
minutes
Course approximate timing
0
%
End test passmark
Hospitality apprenticeship
The modules will contribute to the guided learning hours for those staff completing a hospitality apprenticeship.

15
Handling Customer Problems Positively
Expires After: Does not Expire

Course Description

When a customer has a negative experience, however small it may be it can affect their experience. Handling problems positively is critical to delivering great customer service. This module explores how customer problems may occur and using the behaviour cycle encourages learners to think why customers may react in different ways when situations occur. A 7 step approach to resolving customer problems and referring problems to managers is thoroughly discussed using many specific hotel scenarios with the message of prevention is often better than cure!

Designed for

Designed for all operational ‘front facing’ hotel staff.

The modules can be used as a complete programme or individually for specific training needs or refreshers. Individuals may like to develop their own knowledge and confidence or use the module certificates at interviews. The programme will contribute to the guided learning hours for those staff completing a hospitality apprenticeship.

Objectives

  • Identify why customers complain and how they might feel
  • State the 7 steps to positive problem handling and how they are used effectively
  • Consider positive actions to solve customer problems
0
minutes
Course approximate timing
0
%
End test passmark
Hospitality apprenticeship
The modules will contribute to the guided learning hours for those staff completing a hospitality apprenticeship.