THE SCHOOL OF GUEST HOUSE MANAGEMENT

Description:

The School of Guest House Management

The School of Guest House Management is established to help aspiring and current Guest House and B&B owners and managers to build a successful small accommodation business.  We provide training and support that will give you the necessary tools to plan, organize, lead and manage your business to greater heights. 

Our Guest House Management Training and Support includes the following:

Legislation for Guest House/ B&B Business

• Choosing the correct business structure
• Land use zoning
• Licensing and Registration
• Legal aspects regarding signage
• Payment of Value Added Tax
• South African Revenue Service (SARS)
• South African Labour Law
• Insurance
• Health and Safety regulations 

Basic Management Principles

• Planning, Organising, Leading & Managing your business
• Skills and competencies of a Hospitality Manager
• The importance of Service Excellence
• Implementing a customer-centric concept and ensuring that your establishment is unique from your competitors.
• Keeping your employees happy and motivated 

Basic Financial Management

• Budgeting
• Forecasting start-up income and expenses
• Forecasting day-to-day income and expenses
• Record keeping
• Value Added Tax (VAT)
• SARS 

Sales & Marketing for your business

• Market research
• Marketing plan in the hospitality industry
• Identifying potential sources of guests and analyzing your competitors
• Designing a mission and objectives for your establishment
• Formulating a unique service concept for your establishment
• The 5Ps of Marketing (Marketing Mix) – Product, Price, Promotion and People
• Essential sales strategies to increase occupancy and revenue
• Selecting a booking system for your website
• Rates – Rack Rates, Corporate Rates, STO Rates
• Working with Online Travel Agencies (OTAs) to optimize bookings
• Travel agencies, telephone sales calls, site inspections
• Advertising, Promotions and using Social Media Marketing strategies
• Branding and Marketing Collateral – Brochures, etc 

Accommodation (Housekeeping and Front Office Management)

• Property management system suitable for small accommodation establishments
• Telephone etiquette
• Reservations and bookings
• Developing systems for housekeeping and front office
• Staff uniform
• Formulating daily tasks for Front Office and Housekeeping
• Rules and Regulations for Front Office and Housekeeping
• The guest cycle
• Cancellation policies
• Lost and Found procedure
• Types of rooms
• Check-in and check-out procedure
• Health and Safety
• Stationery
• Guest feedback, reviews and guest letter (e.g. Confirmation, Welcome letters, etc)
• Beds and bed sizes
• Linen
• Developing a cleaning procedure
• Commonly neglected cleaning areas in the guest rooms
• Guest room cleaning agents and cleaning equipment
• Guest room cleaning frequency schedule
• Exterior cleanliness and standard checklist
• Pest control
• Laundry operations and laundry flow
• What to look for when selecting housekeeping cleaning equipment 

Planning your breakfast Menu

• Planning your breakfast menu
• Costing your breakfast
• Correct equipment to provide excellent & efficient service
• Managing stock levels
• Health and hygiene in food production areas
• Setting up the dining room
• Food & beverage service
• Considering nutritional value in your meals
• Planning for guests’ special requirements
• Selecting best suppliers for your establishment 

Service Excellence

• Verbal communication
• Cultural differences
• Maintaining good working relationships
• Co-ordinate the greeting and assisting of guests
• Monitoring guest satisfaction
• Guidelines of handling guest complaints