At the heart of our operating philosophy is a discipline known as "Customer Intimacy". This course is designed to teach new employees the operating philosophy of the resort. Our vision is outlined along with the seven steps that guide our day-to-day actions along with discussions on values, service customization, heroic acts and the art of world-class service.

This course is available for returning employees and is designed to reinvigorate you and your commitment to our operating philosophy ? Customer Intimacy. The key elements of our values will be reviewed along with the introduction of new ways to expand on these beliefs.

The art of service in our restaurants includes a skillful combination of customer intimacy and technical proficiency. In this course, you will learn the technical side of service featuring the general principles of food service. It will cover the different duties and tasks in a restaurant, the set up of the restaurant, service sequence and basic wine and drink service. You will also learn how to skillfully handle a difficult guest, basic selling techniques and menu knowledge. We will also define the desired personal attributes of our servers including interpersonal skills, manners, etiquette and hygiene. There will be role playing and mock service scenarios to give you the comfort to excel in your role.

This workshop is designed for food and beverage employees who work as bartenders or provide beverage service in any of the outlets. Students will learn about beer, wine, spirits, bar equipment and sanitation skills needed to handle alcohol-related issues. We will also train you on proper service technique and demonstrate the appropriate way to prepare mixed drinks. The course will also include an overview of beverage laws and how to skillfully handle an inebriated guest.

An extremely important part of our food and beverage program is room service. This workshop will teach you to how to become an outstanding room service attendant with training on proper telephone etiquette, menu instruction and selling techniques. You will also learn presentation skills to ensure that the appropriate set-up style is being used. A portion of the course will include role-playing to teach the proper service steps for in-room service deliveries.

An outstanding server is required to know everything offered on the menu along with the ingredients and style of presentation. This interactive course will be presented by the culinary team and will teach you everything you need to know about the various menus. It will include a discussion on the style of our food and how we developed the menu along with the specific goals identified to meet our customers' needs. Actual food will be prepared for you to taste as you compare it to the detailed menu specifications that will be provided. The ingredients for each item will be reviewed along with how to best present the information to our guests. We will also teach you proper selling techniques to increase the average check price and your earnings.

This course will provide an introduction to the various wine growing regions, the grape varieties grown and the types of wine produced in the different countries featured on our menu. Availability of the wines and suitable food pairings will also be addressed. Students will be engaged in the evaluation of wines based on appearance, bouquet and taste. Wine selling techniques will also be examined along with a detailed review of our extensive wine menu.

Our service charge program is complex and it is important for the system participants to fully understand it. This workshop breaks down the system in detail outlining exactly how the service charges are distributed and to whom. It also outlines the history and rationale for the system and provides time for an open question and answer segment.

This course is designed to familiarize you with the various kitchens throughout the property and to give you a sense of the different culinary challenges we face each day. Students learn how the culinary operation works along with the different types of business we handle and their inherent business cycles. You will also become familiar with the tools and equipment used to successfully carry out your job responsibilities.

In this course, students will begin to translate their culinary skills to meet the needs of our business. You will practice elementary presentation and garnishing as well as basic cooking procedures, recipe structure, recipe use, pre-preparation, stocks, basic sauces and basic kitchen sanitation and safety. Although the skills are similar within the different outlets and business segments, training will be adjusted in the field to accommodate each student. This course will combine classroom and on-the-job training to properly prepare you to perform your job duties.

This course is designed to introduce the importance of cost control throughout the food and beverage department. Cost control management is necessary in order for the operation to maximize profits and operate successfully. Participants will learn the basics concerning food, beverage, and labor cost control. You will also learn how to apply basic accounting principles to the cost control process.

Among the most important responsibilities that we have is to meet and exceed safety and cleanliness standards. This course will help ensure that we meet these standards by providing training on the use of our cleaning equipment including the various dishwasher systems as well as storeroom management. You will learn to use the proper chemicals and cleaning tools to make your job easier and make our property shine. There will also be tips to help you work smarter in order to be more organized and efficient.

Knowledge of safe food handling is critical for all restaurant kitchen staff or anyone working in the food service industry. This course provides an introduction to Hazard Analysis Critical Control Point (H.A.C.C.P.) food safety systems, techniques for preventing food spoilage and transfer of bacteria, maintenance of equipment and facilities, and the importance of good personal hygiene in the workplace.

Take your knowledge of H.A.A.C.P. a step further through this advanced course. This workshop will provide an update on the latest food safety information and opportunities to learn innovative and cost-effective methods to insure food safety. In addition, you will also review the seven principles of the H.A.A.C.P. program. There will also be an opportunity for H.A.A.C.P. certification at this advanced level course.

A front desk agent is often the first and last impression our guests experience and it is critical to create an outstanding experience. In this course, you will be trained to know your product and guest using positive language and personalized interaction. You will learn how to check guests in and out of the resort along with how to up-sell at check-in and obtain return reservations at check-out. We will also discuss how to handle after-hours catering and sales leads and how to walk a guest. Proper telephone etiquette will be reviewed and role-playing will be used to create situational opportunities for practice.

This course will teach the proper technique for servicing our guests along with other related responsibilities within this discipline. A key emphasis will be placed on proper etiquette for greeting our guests and a step-by-step approach to both the check-in and check-out process. Procedures designed to help collect information about our guests for customized service will also be reviewed. The technology concierge program will be covered along with basic phone responsibilities. The workshop will utilize mock training along with classroom didactics.

When our guests need to make travel plans, book a dinner reservation or want to do just about anything else, the concierge should be ready and equipped to get the job done. This course is designed to provide an overview of area geography and popular tourist attractions to prepare you with the information to meet those needs. In addition to information on the area and activities, the proper technique to deal with guests will be reviewed. The workshop will also offer role playing complete with feedback on the respective performances.

We have all heard the phrase "cleanliness is next to godliness" and in the area of housekeeping this couldn't be more appropriate. In this dynamic workshop, standards for cleanliness will be discussed along with our goals for the various third party agencies such as Preferred Hotel Group and AAA. The program will include a lesson on proper cleaning methods along with the right tools and chemicals to use in getting the job done. The course will move from the classroom into a guestroom where proper techniques will be reviewed as a work in progress with the challenge of leaving nothing for the inspectors to critique.

A clean property is due in great part to the efforts of our public space management program. This class will teach the public cleaners exactly what their responsibilities are and how to ensure they handle them correctly. A discussion of the proper methods and tools to use will be conducted and on-site training will be provided to help organize and manage these important tasks. The different areas of the property will be examined in order to establish timelines that will ensure fair and efficient workload distribution.

This course will review the overall responsibilities of the turndown attendant, which will include assignment sheets, Do Not Disturb rooms, handling guests, and the specific duties when servicing guest rooms. A perfect turndown, done with chocolate starfish and sand dollars, with no doubt, will result in sweet dreams for our guests

In this course, students will be exposed to the essential ingredients of successful housekeeping operations in the hospitality industry. Topics include systems, communication, staffing, supervising, inventory control, and sanitation procedures for the hotel and restaurants. Responsibilities of the assistant executive housekeeper, inspectors and lead public cleaners will be reviewed. Productivity standards, incentive programs and performance index standards will also be covered to ensure the team is working in tandem with the goals of the organization.

Your ability to integrate proper selling techniques with prospective clients can make the difference in whether they choose our facility or not. This course will help you hone your skills within this discipline and ensure that you are adapting to the client. Participants will learn proven techniques and tactical strategies that enable them to better understand and feel comfortable with the sales process. This workshop focuses on building a foundation for establishing a uniform, professional approach to building client relationships. Emphasis will be placed on preparing for a sales call, making the call, building trust, confidence and rapport with the client, and closing the business deal.

This course focuses on the skills and techniques necessary to establish solid financial controls essential to the successful maximization of room revenues. The course will define revenue management and outline how it can help improve our business. Emphasis will be placed on how to control rates and availability including the use of minimum length of stays and pricing strategies, along with a competitive review and guidelines that can be used to make this science work. Other subjects include how and when to overbook, rate integrity, options for dealing with early departures and determining whether third party sites are right for us.

The various recreational amenities offered at the resort are a vital element for the enjoyment of our guests. This program will place emphasis on streamlining our services among the different recreational disciplines. Proper customer interaction will be highlighted along with administrative tasks including telephone etiquette, paperwork management and cashiering. The set-up and breakdown of the different areas will also be reviewed to ensure consistency of our product.

As a manager, you are only as good as your team and in order to help your team grow, it is important to take corrective action if and when necessary. Although this can be difficult at times, it is critical for both you and the employee needing guidance. In this course you will learn what every manager should know about the disciplinary process including the different types of corrective action that will help you successfully manage your employees.

This course puts the process of budgeting in context. Students will be provided with an overview of the hotel's basic financial structure, discuss the general budgeting process and distinguish capital budgets from operating budgets. This course is designed for those of you who are involved in the budgeting process and review financial statements or just want a better understanding of the financial basics.

As a manager, one of your roles is to develop and encourage good employee performance, and good performance comes from strong employee motivation. This course teaches you how to create an environment that helps employees satisfy psychological needs as well as the need for income. You will learn how to set clear goals for employee performance, encourage good performance through rewards and recognition, maintain open communication, and deal with unmotivated employees.

Anyone who holds a management position has an added legal responsibility to stop harassment from occurring in the workplace. And, should it occur, you must be able to address these situations in a manner that can stand up to legal scrutiny. This course provides an overview of harassment in the workplace, including an introduction to the causes and effects of harassment, the legal definition of harassing behavior and steps that can be taken to resolve problem situations.

Learn how to capture your thoughts and accomplish results when you write a letter, memo, report, e-mail message or any other form of written communication. Become skilled at how to write clearly and concisely and how to avoid common writing pitfalls. The course will also focus on punctuation, grammar, word usage, and techniques for reviewing your own work.

In order to know exactly where you are going, it is helpful to know the details of the past. The Wequassett Resort and Golf Club boasts a storied tradition and rich history. This course shares the chronological events of the resort from the days of the Wampanoag Indian tribe as the original settlers, to the excitement of the current narrative and culture that helped Wequassett become a world-class destination.

It has been said that knowledge is power and it takes a lot of knowledge to understand the in-depth information of the resort. In this class, you will learn everything you need to know and more about the Wequassett Resort and Golf Club. This includes guest profiles, resort familiarity, competitive positioning, industry trends, and even the hours of operation for each outlet. It will prepare you for any imaginable encounter with our guests and your fellow employees.

Used as a tool to help guide you through the many questions you may have about the resort, the employee handbook serves as a great source of information. This workshop will provide an excellent overview of what we expect from you and what you can expect from us. It will include polices and procedures, dress code, and the do's and don'ts to help you succeed during your employment at the resort.

At the heart of our technology is the property management system used to assist us in dealing with our guests' needs. This course will introduce you to Epitome, which is used for reservations, front office, housekeeping, and marketing functions at the resort. It is geared to the front office environment where you will learn how to use the different aspects of the system including check-in, check-out, cashiering and concierge services to name a few.

As the point of sales system for our outlets, M.I.C.R.O.S. is used to manage all of our food and beverage retail activity. This course will give you hands-on training to help you master the use of this system. You will learn to input and transfer checks, use various settlement methods, basic reporting, cashiering functions and minor system management. You will also be introduced to the paperwork required to close out a shift.

Open Table is the leading computerized reservation and guest management system in the restaurant industry. In this workshop, you will learn how to put this dynamic reservation, table and guest management system to work for you. Learn how to save time with automated reservations and improve service with a powerful guest database. Study how to maximize efficiency with table management tools and how to attract repeat business with email marketing. Reduce no-shows with enhanced customer tracking and become versed with how to allow management blocking and VIP pre-assignments.

Communication is the most basic skill of any successful employee and in the business world, your writing skills are a key component. In this introductory class, students will learn the basic skills necessary to begin using Word. This includes opening, creating and saving documents, and using simple editing techniques. In addition, you will learn moving and copying text within a document and between documents, character and paragraph formatting, and page formatting.

Any business greatly benefits from the power of an employee who is skilled in creating and working with spreadsheets. This workshop will allow students to create a basic worksheet by entering text, values and formulas, and use Excel's built-in functions. In addition, you will be able to change the appearance of worksheet data by using a variety of formatting techniques and prepare a document for printing.

This program is perfect for those wishing to improve your ability to analyze and interpret data as well as improve your presentation skills. Students will learn the skills and concepts necessary to create charts. In addition, you will learn to sort and locate information in a list that meets specified conditions by using the advanced filter features. Additionally, you will be able to customize toolbars and create styles and templates.

You are often judged to be as good or as bad as the information you present. In this introductory course, you will learn the basic skills necessary to begin creating presentations in Microsoft PowerPoint. You will create, edit and bullet slides, use the drawing tools, incorporate clip art in a slide, and create and edit charts.

When we first meet someone we tend to make an immediate judgment about that person based on what we see. We consider their looks, their wardrobe, their implied social status, and their likeability. All of this happens without conscious effort on our part: what is known as the "First Impression". This course will help you dress for success with tips on the do's and don'ts of sports clothes and formal wear, how to get more out of your accessories and making your clothes fit the occasion. We'll even show you how to dress up your office or workspace.

In the hospitality industry, proper etiquette is not only important; it is the basic measure we start with. It is critical that we adapt to our guests and interact with them in a manner that is both proper and what they are accustomed to. This course will help you learn how to speak properly and with confidence so people listen to what you say. We will instruct you on the proper ways to make a good first impression and ways to avoid embarrassing moments. We will also highlight the do's and don'ts when dealing with guests and fellow employees.

Learn how to use e-mail to effectively provide and obtain information, document conversations, build cooperation and accomplish your work more quickly and easily. This course will help participants examine policy and security issues related to e-mail and review general recommendations for reducing confusion, miscommunication and e-mail overload.

This unique workshop will cover an important topic that is at the core of our business. It will deal with quality assurance and imagining by defining the level of quality standards and the requirements needed to maintain them. You will review what intangible value means to our organization as well as the importance of attention to detail. We will also define the difference between pleasing and extraordinary as well as why it is so important to achieve the latter.