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.

A key component of the customer intimate operating philosophy is our customized service approach. This is supported in great part through awing and dazzling our guests by performing heroic acts. This class will teach you what a heroic act is and why it is such an important part of what we do. It will also show you how to develop and execute heroic acts at the desired frequency and quality for the resort.

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 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.

Beverages, with or without alcohol, are an important part of the dining experience. Although all aspects of service require the wait staff to be knowledgeable, it is essential for servers to be well versed in quality beverage service. Dining room personnel need to be familiar with the types of beverages because choosing the right drink for any meal selection adds to the guests’ overall dining experience. This course supplements the Wine Knowledge course by covering product knowledge for the most popular alcoholic beverages as well as cocktails, aperitifs and digestifs.

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.

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.

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

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.

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.

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.

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.

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.

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.