I. Key Factors for Success in Hotel Management
II. Motivation
III. Ownership
IV. Teamwork
V. Empowerment
VI. Visionary Leadership
VII. Building High- Energy Teams
VIII. Hospitality Communication
2. Professional Hotelier (직무 교육)
I. Rooms Sales
II. F&B Sales
III. Solving Guest Complaints
IV. Front Office Operation
V. Housekeeping Management
VI. Reservations
VII. Banquet Management and Service
VIII. Telephone Skill
3. The Spirit of Hospitality (서비스 교육) - 1) The Spirit of Hospitality
I. Meet or Exceed Guest Expectations
II. Delivering Quality Guest Service
III. Handling Guest Complaints
IV. Improving Service Quality
V. Delivering Superior Service
VI. Guest Service Professionalism
VII. Moment of Truth
VIII. Invest in Yourself
3. The Spirit of Hospitality (서비스 교육) - 2) Superior Service
I.
Knowledge(업무지식)
II. Competence(업무수행능력)
III. Pride(업무에 대한 자부심)
IV. Appearance(외모, 태도)
V. Courtesy(고객 존중 마음가짐)
VI .Extra Effort(고객의 기대를 능가하는 추가 노력)
3. The Spirit of Hospitality (서비스 교육) - 3) Solving Guest Problems
I. Complaints as Opportunities
II. Types of Guest Complaints
III. Handling Guest Complaints
IV. Calming Irate Guests
V. Guidelines for Handling Complaints
3. The Spirit of Hospitality (서비스 교육) - 4) Moment of Truth
I. MOT 개념
II. MOT와 SAS항공
III. MOT 법칙
IV. MOT와 호텔 고객 만족
V. 불만 고객 사례
VI. 불만 고객 관리
I.
Knowledge(업무지식) 
