1. Diferencias entre Web 1.0 y Web 2.0 The piloting process THE PILOTING PROCESS CENTRO DE FORMACIÓN PROFESIONAL HOMOLOGADO Perines, 18. 39007 Santander Tfno.: 942 37 57 08 – Fax: 942 37 41 39 decroly@decroly.comdecroly@decroly.com - www.decroly.com Leonardo da Vinci program Transfer of Innovation Project Pathways into Employment in the Care and Tourism Sectors LLP-LdV/TOI/SE/10/1281 1

2. Diferencias entre Web 1.0 y Web 2.0 The piloting process Already employed people in the Chiqui hotel, Posada la Morena" and "Venta del Mar" with low or no qualifications. 2 Target group

3. Diferencias entre Web 1.0 y Web 2.0 The piloting process Quality customer service in the catering and hotel sector 3 Title of the course

4. Diferencias entre Web 1.0 y Web 2.0 The piloting process Training in the techniques and attitudes that serve advice and inform the client with regard to products, services and how the establishment is working; as well as to carry out the collection and / or channeling of information, suggestions and / or claims of customers, and coverage of certain tasks in the information / communication within the establishment 4 Aims of the course 1/2

5. Diferencias entre Web 1.0 y Web 2.0 The piloting process Promoting the acquisition of specialized professional skills Acquiring confidence to manage with relevant people and get a perfect deal with the client knowing how to use the protocol as a strategic tool for business marketing Improving relationships with suppliers, investors, customers and wholesalers, employees, institutions and public in general. 5 Aims of the course 2/2

6. Diferencias entre Web 1.0 y Web 2.0 The piloting process The Client: – What they wish to learn and expectations – Different types of clients and treatment 6 Contents of the course 1/5

7. Diferencias entre Web 1.0 y Web 2.0 The piloting process Communication: – General factors affecting a bad service – The elements of the communication process – The verbal and non verbal communication – Active listening – Communication barriers 7 Contents of the course 2/5

8. Diferencias entre Web 1.0 y Web 2.0 The piloting process Sale: – Definition and components of the sale – Stages and types of sales – Notes and correspondence – By Phone – Complaints and claims 8 Contents of the course 3/5

9. Diferencias entre Web 1.0 y Web 2.0 The piloting process Keys to improve Quality of Service in catering and hotel sector; small details – To know the customer – The corporate image – The environmental conditions – The staff – The menu 9 Contents of the course 4/5

10. Diferencias entre Web 1.0 y Web 2.0 The piloting process Lounge techniques: Training for a good service – Guests and Invitations – Types and service techniques – Waiter – Bill of fare – Organizational structure of the dining – Arrangement of tables and types – Systems of distribution of guests – Rules of etiquette to follow during the lunch – Development of a restaurant service 10 Contents of the course 5/5

11. Diferencias entre Web 1.0 y Web 2.0 The piloting process 11 Types of training Face to face learning: 66,6% Distance learning. 33,3

12. Diferencias entre Web 1.0 y Web 2.0 The piloting process 4 weeks: – 6 hours classroom based learning. 3 hours per week – 6 hours practice. 3 hours per week – 6 hours to complete assignments, projects… etc. 3 hours per week 12 Programme Delivery

13. Diferencias entre Web 1.0 y Web 2.0 The piloting process Between March to June 2012 13 Timescales

14. Diferencias entre Web 1.0 y Web 2.0 The piloting process Any questions? 14

15. Diferencias entre Web 1.0 y Web 2.0 The piloting process 15 Ana Mª Agüero Fuentes: anaguero@decroly.com Begoña Goitia González: bgoitia@decroly.com