Luxury Hospitality Standards Benchmarks Course Outline
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1 Luxury Hospitality Standards Benchmarks Course Outline Subject Count: 8 Lesson Count: 24 Total Lesson Duration: 01:24:55 Subject Lesson Duration 1. Behaviour 1.1 General Behaviour 06:38 Total Subject Duration: 00:06:38 2. Minimum Standards 2.1 The Basics 04:30 Total Subject Duration: 00:04:30 Copyright Lobster International S.A All rights reserved. 1
2 3. The Product 3.1 The Bedroom 06: The Bathroom 02:48 Total Subject Duration: 00:09:22 4. Facilities 4.1 The Bedroom 05: The Bathroom 02:24 Total Subject Duration: 00:08:15 5. Fitness Facilities 5.1 Behaviour in the Gym 04: Gymnasium 04: Swimming Pool and Beach 03: Tennis and Squash Courts 01: Heat Experiences 01: Changing rooms 02:32 Total Subject Duration: 00:17:40 6. Public Areas 6.1 Exterior and Grounds 01: The Lobby 03: Restaurants and Bars 01:22 Copyright Lobster International S.A All rights reserved. 2
3 6.4 Guest Room Corridors 03: Restrooms 02: Elevators 01:15 Total Subject Duration: 00:13:58 7. The Establishment and Transport 7.1 Back of House 07: The Transfer 03: The Vehicle 00:53 Total Subject Duration: 00:12:04 8. The Spa 8.1 Reservations 02: The Arrival 02: The Treatment 07:58 Total Subject Duration: 00:12:28 Total Lesson Duration: 01:24:55 Copyright Lobster International S.A All rights reserved. 3
4 Luxury Hospitality Standards Food and Beverage Course Outline Subject Count: 7 Lesson Count: 31 Total Lesson Duration: 02:05:55 Subject Lesson Duration 1. Behaviour 1.1 General Behaviour 06:24 Total Subject Duration: 00:06:24 2. The Restaurant 2.1 Reservations 02: Seating the Guest 05: Service (Part 1) 07:25 Copyright Lobster International S.A All rights reserved. 1
5 2.4 Service (Part 2) 05: Drinks Service 03: Behaviour 05: Menu and Food 03: Table Layout 02:19 Total Subject Duration: 00:35:20 3. Breakfast 3.1 Arrival and Seating the Guest 03: Service at Breakfast 06: Buffet 04: Breakfast Menu and Food 05: Table Layout 02:45 Total Subject Duration: 00:21:57 4. Buffet 4.1 Reservation 01: Arrival and Seating the Guest 05: Service at the Buffet 05: Drinks Service 02: Buffet 04:16 Copyright Lobster International S.A All rights reserved. 2
6 4.6 Buffet Food 01: Table Layout 02:45 Total Subject Duration: 00:22:47 5. Light Meals 5.1 The Service of Light Meals 10: Menu and Food 02: Table Layout 02:05 Total Subject Duration: 00:14:52 6. Drinks Service 6.1 Drinks Service 07: The Bar and Lounge Setup 01:55 Total Subject Duration: 00:08:55 7. In-Room Dining 7.1 Taking an Order 04: Sales 01: Service 03: Menu and Food 02: Trolley Layout 03:30 Total Subject Duration: 00:15:40 Copyright Lobster International S.A All rights reserved. 3
7 Total Lesson Duration: 02:05:55 Copyright Lobster International S.A All rights reserved. 4
8 Luxury Hospitality Standards Front of House Course Outline Subject Count: 6 Lesson Count: 14 Total Lesson Duration: 01:03:23 Subject Lesson Duration 1. Behaviour 1.1. General Behaviour 04:55 Total Subject Duration: 00:04:55 2. Reservations 2.1 The Basics 13:26 Copyright Lobster International S.A All rights reserved. 1
9 2.2 Confirming a Booking 01: General Behaviour 04:10 Total Subject Duration: 00:18:51 3. Reception 3.1 Check-in 08: Check-out 03:56 Total Subject Duration: 00:12:18 4. Porter and Doorman Services 4.1 Doorman Services The Arrival 04: Porter Services The Arrival 05: Doorman Services The Departure 01: Porter Services The Departure 03:41 Total Subject Duration: 00:14:35 5. Guest Services and Concierge 5.1 The Basics 05:59 Total Subject Duration: 00:05:59 6. The Wake-Up Call 6.1 The Request 03: The Delivery 01:58 Copyright Lobster International S.A All rights reserved. 2
10 6.3 Behaviour 01:32 Total Subject Duration: 00:06:45 Total Lesson Duration: 01:03:23 Copyright Lobster International S.A All rights reserved. 3
11 Luxury Hospitality Standards Housekeeping Course Outline Subject Count: 5 Lesson Count: 9 Total Lesson Duration: 00:46:22 Subject Lesson Duration 1. Behaviour 1.1 General Behaviour 05:04 Total Subject Duration: 00:05:04 2. Arrival 2.1 Arrival at the Bedroom 07: Arrival at the Bathroom 04:07 Total Subject Duration: 00:11:33 Copyright Lobster International S.A All rights reserved. 1
12 3. Turndown 3.1 Turndown in the Bedroom 08: Turndown in the Bathroom 02:30 Total Subject Duration: 00:11:23 4. Servicing 4.1 Servicing the Bedroom 06: Servicing the Bathroom 03:26 Total Subject Duration: 00:10:17 5. Laundry 5.1 Laundry Collection 01: Laundry Delivery and Presentation 04:39 Total Subject Duration: 08:05 Total Lesson Duration: 00:46:22 Copyright Lobster International S.A All rights reserved. 2
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