MILLER HOSPITALITY- Bespoke Hospitality TrainingProgrammes Howard Buildings, 26 Howard Street, Belfast, Co. Antrim, BT1 6PB T.+ 44 ( 0) 28 9024 5426E. info@ millerhospitality. comW. www. millerhospitality. com Staff Training Programspage Tailored Induction Programme for New Colleagues1 Food & Beverage Service2 Standard Operating Procedures - Food Service3 Effective Communication4 Effective Selling Techniques5 Health & Safety6 Barista7 Food Hygiene8 Hotel Front Office & Rooms Reservation Training Front Office Skills- The Guest Journey9 Reservation Sales Training10 Management Training Fundamentals of Excellence ( FoE - Supervisory & Junior Management) 11 Train the Trainer12 Coaching and Mentoring Skills13 Stress Management Techniques14 Time Management Training15 Complaint Handling16 Change Management17 HR Management for Non- HR Professionals 360 Degree Appraisals - Performance Appraisal Training18 Interview Skills Training19 NI Employment and Equality Legislation20 Benefits of Training In an industry as unique and dynamic as the Hospitality Industry, training is not always the number one priority. We tend to fire fight rather than take a pro active approach to staff retention. The Hospitality Industry, by its very nature, means that both staff and skills are readily transferable. For this exact reason, our Industry has a considerable edge in that we can all take advantage of the fact that training all our staff will benefit our organisation, our locality and our industry overall. Why Invest in Training? • Improves staff retention • Improves quality and productivity • Helps your organisation to stay competitive • Increases job satisfaction • Decrease in recruitment and turnover costs • Increased workforce flexibility • Allows your organisation to keep up with market demands. Why Use Miller Hospitality Training? • All our trainers are from the trade • Our programmes are tailored to suit the needs of your organisation • Training is carried out at a time that suits your business and your staff • Our training is endorsed by the CCEA • Programmes are delivered on- the- job • All trainees who participate successfully in our training courses will receive an in house Miller Hospitality certificate which the CCEA have endorsed as our contribution to life long learning for the Hospitality Industry • We spend time in your organisation and with your people before and after the training so that you and your staff get the most from our services • We prefer to build a lasting relationship with our clients and be there to help in any way possible for years to come. ' Training your staff is key. In the hospitality industry, a business lives or dies by the quality of its' staff, the service and personal interaction they provide.'

MILLER HOSPITALITY- Bespoke Hospitality TrainingProgrammes This course is ideally suited to those in a Management or Supervisory position who want to develop their skills in managing and carrying out effective performance appraisals in their team resulting in Win- Win situations for all involved. No tears, no tantrums, our trainers will guide your managers in how to review past performance in a positive and constructive way setting clear goals for the future. Trainees will learn the following: • Why performance appraisals are vital • How to structure the appraisal meeting • How to review past performance constructively and positively • How to give and receive feedback - No tears! • How to agree positive and SMART goals and objectives • How to develop and implement an appraisal system • How to monitor goals set with coaching techniques If you do not have an Appraisal plan in place for your business, we can tailor one for you & assist in developing it as your organisation grows. How this programme will benefit you: • You will have trained professionals, namely your managers who are able to select the finest individuals you have working in your company. • Your team will learn how to take responsibility for their development. • Staff will have goals set to not only improve themselves, but ultimately your business. • The Appraisal system in your organisation will become a positive feature that everyone embraces. Who should attend? All Supervisors & Managers who conduct Appraisals and have never received training before or have had a developmental need highlighted in their Appraisal. Duration 1 day Minimum per Group - 6pax Maximum per Group - 10pax 360 Degree Appraisals - Performance Appraisal Training HR Management for Non- HR Professionals Howard Buildings, 26 Howard Street, Belfast, Co. Antrim, BT1 6PB T.+ 44 ( 0) 28 9024 5426E. info@ millerhospitality. comW. www. millerhospitality. com MILLER HOSPITALITY- Bespoke Hospitality TrainingProgrammes In today's business world it has become vitally important to make sure that when recruiting, you get the right candidate for the job. Our interview skills course will not only help you to develop the necessary skills to carry out a competent and well structured interview, but also provide you with the employment knowledge to allow you to make educated decisions on who is right for the job. The course will include: • Existing NI Employment Law • Role of equality legislation and misperceptions before the interview. • Preparing properly for an interview • Running a well structured, competent interview • A focus on behavioural skills interviewing techniques • Finishing off the interview process • Documentation and follow on from the interview How this programme will benefit you: • You can rest assured that you will be selecting the best potential staff out there in the marketplace. • Staff turnover will reduce & recruitment costs will also decrease as you will have selected those who best fit your organisation. Who should attend? All new or existing Supervisors and Managers who have never received this type of training before or who have had a developmental need highlighted in their Appraisal. Duration 1 day Minimum per Group - 8pax Maximum per Group - 16pax Interview Skills Training HR Management for Non- HR Professionals Howard Buildings, 26 Howard Street, Belfast, Co. Antrim, BT1 6PB T.+ 44 ( 0) 28 9024 5426E. info@ millerhospitality. comW. www. millerhospitality. com 12