Skills Training Brochure
Supporting your team to success
ACADEMY
Introduction
At The iNUA Hotel Collection, we recognize the importance of effective training in supporting hotel teams to deliver outstanding service and streamline daily operations. This brochure is designed to provide an overview of the training sessions available, tailored to meet the specific needs of hotels and their teams.
From mastering essential skills to exploring innovative tools and systems, our programs are created to enhance colleague performance, improve efficiency, and foster a collaborative work environment. With options for both onsite and online training, there’s flexibility to suit every schedule and requirement.
Since joining the company in 2023 Danijela Medved, Group Skills Trainer, has brought a wealth of knowledge and experience to each hotel within the group. Danijela has vast hospitality experience across many departments, specialising in Rooms Division. Danijela combines industry knowledge with a practical approach to training to ensure that every session is engaging, relevant, and geared toward real-world application.
We invite you to explore the training opportunities in this brochure and see how iNua Collection can support colleague growth and development.
Support and assistance available with any additional needs.
Front Office & Reservations Department
Telephone Skills & Etiquette (available Onsite or Online – 20 minutes)
• Phone Etiquette– essentials of professional greetings, farewells, and maintaining the right tone throughout the call.
• Effective Communication - Understand what information can be shared, how to take messages for call-backs, and ensure clear, concise exchanges.
• Call Handling - smoothly transferring calls and managing callers on hold with care.
Guest Interaction – Check In & Check
Out (available Onsite or Online – 40 minutes)
• Guest Communication - etiquette of verbal and non-verbal communication to create a welcoming experience.
• Upselling & Enhancing Stays - anticipate guest needs and offer tailored recommendations to elevate their stay.
• Loyalty Program Enrolment - techniques for discussing and promoting loyalty programs during guest interactions.
Front Desk Guest Enhancement Training (available Onsite and Online –30 minutes)
• Pre-arrival calls – importance of reconfirming and uncover opportunities to enhance the guest experience before arrival.
• Check in – Identify enhancement opportunities during check-in, including managing guest queues and phones effectively.
• Courtesy calls – Enhancing guest satisfaction and proactively prevent potential complaints.
• Front Desk etiquette – Awareness of own surroundings & behaviour whilst front facing.
Reservation Upsell Training (available Onsite and Online – 90 minutes)
• Mystery guest Audits and reservation expectations – explanation of mystery guest questions and reservation standard expectation.
• Call journey – asking the right questions and identify guest needs for a seamless reservation process.
• Upselling through Product Knowledge –tempting guests with upsell opportunities by showcasing the right products and services.
• Personalizing the service - closing the sale while creating a personalized and memorable guest experience.
Mystery Call - missed standards (available Onsite or Online training –40 minutes)
• Identify and address the obstacles that lead to missed standards.
• Customize call techniques for each team member to ensure missed standards are incorporated in every interaction.
• Practice real reservation calls, focusing on meeting all standards in a natural and effective way for each individual.
Basic System Training (Hotsoft/Opera) (available Onsite only – 40-60 min)
• Front Desk Essentials: A refresher on reservation options, check-in/out screens, room allocation, updating room descriptions, automating reporting.
• Accommodation Management: reporting, managing rooms and staff room allocation efficiently in system (F2)
• List of Shortcut keys
• Best Practices & Support: Share best practices and assistance in resolving current challenges to optimize usage and effective challenge reporting.
Radisson Quality Audit - missed standards (available Onsite or Online training – 30 minutes)
ACADEMY
• Identify Key Challenges - Pinpoint the obstacles that result in missed quality standards.
• Practical Solutions - Overcome common issues and implement strategies to consistently meet and exceed brand expectations.
• Importance of actioning audit results.
Loyalty programs - Radisson Rewards (available Onsite or Online training –30 minutes)
• Understanding Loyalty Programs - Learn the benefits for guests and what program offers.
• Processing - guidance on how to enrol and manage loyalty programs.
• Engaging Conversations - Develop skills to confidently discuss and promote loyalty programs to guests.
Rezidor (Radisson properties)Introductory Training for HODs (available Onsite or Online training – 20 minutes)
• Platform Overview: Get familiar with essential tools and resources for Radisson properties.
• Tools Explained: Radisson Academy: Training management tools
• Brand Artwork Tool: Access and utilize brand assets
• Brand Audit Platform: Manage and track brand standards effectively
• Radisson Connect: Where to find information
Group Trainer Introduction - new Reservation/Front Office Manager: (Onsite –half - day to full day)
• Mystery call standards – quality scores for specific property, most common issues for property, trainings done to date and trainings available
• Group Check in/Check out standards – paperless check out/check in, guest enhancement on check in Loyalty program information
• Introduction for Radisson Rewardstheoretical explanation and pdf instructions available
• Information on benefits, processing and usage
• Sharing best practices Revinate
• Set up and introduction to Revinate,
• Feedback option - tracking surveys and guest feedback trends
• Marketing option – managing guest request and upsells
• IVY option – guest communication, managing timely replies and optimal use
• sharing best practices
Rezidor (Radisson properties) - Introductory Training for HODs
(see details on separate training) Flow
(see details on separate training)
Accommodation Department:
Cleaning Rooms (as per SOP) (onsite training – in the rooms)
• Understanding time per room - Departure Room vs Stayover Room
• Explanation of SOP – Steps of cleaning
• Demonstration - Showing steps in room
• Observing understanding of steps in next room – correcting as needed
Accommodation Assistant Trolley
• Efficient Set Up (20 minutes)
• Clearing and setting up trolley as per SOP
Pantries/Linen Room Stores Efficient Set up (30 minutes)
• Walk with manager, agreeing set up as per SOP and in most efficient way for the property
• Stock management systems & record keeping
Clean the Planet Programme (10 minutes)
• Explanation of SOP
• How and where to place cards
• Best practices (for managers/supervisors and team members)
• Recording vouchers and utilize information (for managers/supervisors)
Room Checking Standards (onsite training for supervisors/self-checkers –30 minutes – in the rooms)
• Explanation of steps in checking a bedroom
• Explanation of steps in checking bathroom
• Room set up as per standard agreed
• Room presentation
• Reporting maintenance issues
• Room call-backs & correcting missed procedures
• Room checking list
Rostering efficiency (available Onsite or Online – 30 minutes)
• Understanding “minutes per room” calculation
• Calculating if rostered hours match minutes target
• Calculating how many hours to roster based on Forecasted rooms
• Where to check Forecasted rooms
• Rostered hours per day based on Stay/ Departures
• Roster adjustments by tracking changes in rooms sold vs forecasted
• Best practices for rostering
• Excel formula for easy calculation – can be adjusted as needed for property
Group Trainer Introduction - new Reservation/Front Office Manager: (Onsite –half - day to full day)
Explanation of Smart operations
• Information source & reports
• Importance of Steps of cleaning
• Ideas for efficient processes
Introduction to Group SOPs
• What were they based on
• Explanation of each SOP
• Trolley cards – how to use them
• Single room occupancy – how and why, how to best adjust if needed
• Clean the planet –track, efficient use, best practices
• Stay over clean – minutes per room, efficient service of stayover room
• Departure clean – steps of cleaning, minutes per room
• Trolley and Storeroom set up – efficiency in set up, best practices
ACADEMY
Flow
• (see details on separate training)
Procure Wizard
• Procurement Brand book
• Searching for items on PW
• Using Favourites on PW
Group rooms standards
• Agreed room standards
• Agreed room set up
• Radisson properties –
• Agreed differences Radisson & Inua standards
• Radisson Standards
• Radisson Self-audit – explanation on use & preparation for Audit
Linen management
• Elis app and reject linen reporting
• How to order
• Linen cost tracking – easy excel formula for tracking and explanation
Use of Hotsoft/Opera for accommodation
• Printing reports
• List making & organising work
• Checking & updating room status
Introductory Training to Rezidor (Radisson properties only) -
• (see details on separate training)
Information from Accommodation managers meetings
• Introduction to other Group Accommodation managers – access to Accommodation managers group on Alkimii
• Sharing minutes of meetings, agreements, ideas, initiatives etc
• Suggestions on visiting similar properties
• Sharing best practices
Food & Beverage Outlets Training:
Competences training (Core skills as per SOP) (onsite – 30 minutes – in outlet)
• Training carried out with F&B Manager, Restaurant Manager, Breakfast Manager/ Supervisor and Department Coaches.
• Responsibility of team training on agreed SOP/standards remains with the F&B Management team.
Core Skills Training
• Guest engagement
• How to carry 3 plates
• How to carry a tray
• How to clear a table
• Presenting a bill
• Sequence of service
• Serving drinks
• Serving food
• Table settings and Service station set up
• Taking order
• Wine service
Suggestive Selling (available on site –90 minutes – meeting room)
• Explanation and examples of Suggestive selling
• Suggestive selling techniques
• 7 steps of suggestive selling
• Practicing suggestive selling
Service Basics (available on site – 30 minutes – meeting room/in outlet)
• Explanation of Group SOP on Service Basics
• What are Service Basics and examples
Guest Journey – Steps of service (available on site – 60 minutes –meeting room/in outlet)
• Importance of Guest Journey
• Explanation of Group SOP on Guest Journey - Steps of Service
• Explanation of each step
Flow/ Mapal (available onsite and online – 30 minutes)
• Provide support to HODs on efficient and effective use of the Flow system.
• Introduction to platform
• Reports
• Assigning trainings/Collections
• How to assign training
• Monitoring compliance
• SOP Access and Uploading
• Learner’s profile
• Upload and assign new SOPs
• Core skills training and tracking
• How to demonstrate skill and train the team
• Training calendar
• How to use
• Check available trainings
• Inviting teams for trainings
Trybe (available onsite and online –TBC)
• Introduction to platform
• Using SPA options
• Using LC options
Moments - Guest Excellence Training (Onsite – 60 min – meeting room)
• What is guest excellence
• Ways to exceed guest expectations
ACADEMY
Intervention Training:
Monitoring all Mystery Calls reports, Radisson Quality Audits & Revinate.
Where audits are failed, scores fall below agreed pass mark & after 2 failed calls, we recommend the following:
• 30 min session online
• Selling / upselling
• Communication
Scheduling a training session
All Training to be agreed and scheduled at least two weeks in advance
To find out more information please email Danijela Medved d.medved@clistehospitality.ie or Trevor McCarthy t.mccarthy@clistehospitality.ie
To schedule a training session please email Danijela using the above email
