Outstanding customer service starts with having the right culture within an organization. This course will teach you how to incorporate the key components that are necessary to develop and maintain a customer-delighted culture. It will also show you how to motivate your employees and encourage them to embrace our company's vision.

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.

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.

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.

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.

This course explores the many facets involved in successful meeting and event planning. Sequential steps to successful catering are presented from determining client needs, planning of menus, purchasing, costing and pricing events, establishing equipment requirements, examining both on and off-premise functions, and designing contractual agreements with clients. Responsibilities for client management, including proper communication techniques and on-site servicing, are also covered in this course.

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.

Managers today are being asked to do more than ever before, which includes leading their employees - not just managing them. Supervisors are asking their employees to take more initiative and responsibility and are providing support and direction in return. This guidance is in the form of coaching, which can be the most rewarding part of a supervisor's job. Learn a model for coaching employees to reach their potential and techniques for providing feedback so that employees really hear it.

The success of every organization is dependent upon the talent and achievements of its employees. This course will help you understand the goals of performance management in order to develop each employee to their fullest potential. Learn the importance of job descriptions and providing on-going communication for effective employee performance.

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.

In working with colleagues, vendors and guests, different business requirements and interests are typical, which can often lead to a greater potential for conflict. In this course, you will learn how to strengthen your negotiation skills and to resolve conflicts. You will learn about "Getting to Yes" using a method of negotiation that isolates problems, focuses on interests, creates new options, and uses objective criteria to help two parties reach an agreement.

Anyone who has ever done a presentation knows it can cause fear and anxiety. Whether you are involved in conducting formal presentations in front of large audiences or informally speaking at department meetings, professionals can benefit from improving their presentation skills. This is a hands-on workshop emphasizing the development of content and practicing presentation skills in a group setting. Through active participation, you will learn how to prepare content, improve your platform skills, design and use visuals and, most importantly, reduce your speaking anxiety.

A big part of the frustration of dealing with difficult people is the overwhelming sense of helplessness that can result from conflict-prone encounters. This course focuses on the ongoing relationships with coworkers and provides you with coping techniques to minimize the negative impact of difficult behavior. You will also learn how to turn around confrontation, avoid being caught off-guard, and maintain the composure expected of you when faced with a difficult colleague or guest.

Have you ever wanted to add an hour to your day in order to get everything done? This session will provide tips on how to create more time for the important things by managing interruptions, planning and scheduling effectively, setting realistic priorities, identifying your "incompletes" and dealing with "time robbers."

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 also 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.

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.

GuestWare is a unique Customer Relationship Marketing and Guest Experience Management Software. GuestWare will work hand in hand with the Resort's customer intimacy philosophy by enabling the Resort to focus on building customer loyalty. This course will give you the necessary tools to utilize and manager GuestWare's six modules which include: guest recognition, rapid response, incident tracking, comment card tracking, facilities and communications server.

Managing your information is a critical component of being a productive and successful employee. Microsoft Outlook provides you with an outstanding foundation to organize your information. Students will learn how to coordinate e-mail, appointments, events, meetings, tasks and contacts. You will also learn how to use additional message handling options, insert text into a message, create multiple signatures and create personal folders.

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.

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.

In this extremely diverse work environment coupled with a continuously heightened level of sensitivity, it is critical to understand the proper way to deal with cultural diversity. This program covers communication skills, conflict resolution, mentoring, and the benefits of diversity. Additionally, we will explore ways to enhance awareness and understanding around diversity issues.

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.