PSMP Training Prog

Private & Confidential WORK BASED TRAINING proposal submitted by Ms.
Florince Christy from Futuristic Communication Management Services Sdn Bhd for Pembangunan Sumber Manusia Berhad (PSMB) of the Ministry of Human Resources, Malaysia
Introduction. This proposal is prepared and submitted by Ms. Florince Christy from Futuristic Communication Management Services Sdn Bhd which is based and located at, Unit 67 FF, Block H Synergy Square, Section 65 KTLD Jalan Matang, 93050 Kuching, Sarawak. These documents are private and confidential and not to be disclosed to any third parties without the written authorization of Futuristic Communication Management Services Sdn Bhd.
Term of Reference. PSMB letter (Your Ref: (42)PSMB/22/1 Kulit 13) dated on 11 July 2013 invited training and service provider to participate in PSMB programme of Work Based Training.
Company Background Futuristic Communication Management Services Sdn Bhd (462125-T) is a registered company under the Malaysian Company Acts 1967 and is an approved and register training provider under Pembangunan Sumber Manusia Berhad (No. Siri: 3187).
Course Structures All of the programmes submitted is designed for trainee to participate in enhancing their skills while attached to any industries and also getting accredited and certified for their prior learning and experience. It has two components, which is attending lectures and seminars, whilst the other part is the attachment with any related sectors for them to learn their skills while working in that industry. These skills and work based training programmes are designed for two assessment methods. The first is related to all underpinning knowledge and takes the form of written tests. These can be multiple choice tests or they can take the form of short structured questions. The second assessment method is related to practical skills that a person can demonstrate as a result of successfully completing a programme of training. Competence checklist are used, where a list of activities that trainee must be seen to be able to do in order to be considered competent in the tasks being assessed for the qualification. The checklists are written in the same way, so that for each competence statement it is possible to say either Yes, the trainee successfully carried out this activity or No, the trainee has not yet achieved this standard.
Futuristic Communication Management Services Sdn Bhd.
Private & Confidential If trainee met the required criteria for successful completion, the trainee will be awarded a PASS for this particular part of the assessment. If the trainee has not met all the requir ed criteria, then the trainee is given a FAIL.
Private & Confidential
SKILL CERTIFICATE IN TOURISM ENTREPRENEURSHIP

Status Code Duration : : : Skills Certificate TOU 002 1 month English & Bahasa Malaysia
Medium of Instructions:
Introduction. This Skill Certificate in Tourism Entrepreneurship is designed for those trainees / candidates who have no previous experience in operating and managing a business or for those undergoing training or employed in the tourism and hospitality sectors. Its design is intended to reflect both international nature of the industry and the culture-specific activities that are essential to meet customer needs. This programme will give a broad introduction to the theoretical and practical aspects of entrepreneurship to the trainees. Upon the completion of the course, trainee will have a better understanding of the tourism industry, and will be able to start their own business or will be able to work in the tourism industry. Futuristic Communication Management Services Sdn Bhd required the trainee accumulate the required hours to complete the programme and to be awarded a certificate of achievement. Throughout the training, the emphasis is on the specialized knowledge, industry perspective, problem-solving ability, and practical skills that separate a knowledgeable, employable, promotable job candidate from someone who has merely graduated.
Course Objectives At the completion of the programme, trainee should be able to; Understand to components of the tourism industry. Acquire entrepreneur skills and apply it in their business operation Understand the concept of services and its importantance to customers Providing and meeting customer needs and expectation Knowing the basic requirement of business and its operation, management and registration Market, promote and selling their products or services to customers Develop their entrepreneur skills and knowledge to make them competitive and able to create opportunities and jobs for themselves.
Private & Confidential Course Contents / Syllabus. 1. 2. 3. 4. 5. 6. Introduction to Tourism Industry Entrepreneurship Skills Professional Selling and Marketing Business Requirements & Commercial Skills Basic Business English Customer Service
Course Duration. The course duration for this programme is 1 month. Each module will be allocated the required hours of theoretical and practical aspects of the training.
Course Methodologies. This is a very interactive programme where the trainer / facilitator and trainees are encouraged to participate actively through lectures, discussion, research and presentation, role play and demonstration, case studies and to emphasis the technical skill requirement, candidates are required to undergo in-house practical skills session, watching audio visual (video tapes or DVD) on related areas and site visit to related sectors to enhance their understanding and knowledge of tourism related businesses. Outside speakers from the relevant businesses or agencies will be invited to impart to the trainees the understanding and knowledge of various aspects of business operations, management and the legal requirements by the various governmental agencies.
Who Should Attend This programme is design for those who are interested in pursuing a business in tourism industry, such as cottage and homestay operations or who want to have an understanding of the business operation, opportunities and the industry. Travel agent clerks, customer service provider, tourist information staff, concierge staff, sales and marketing personnel in Tourism Related Industry.
Entry Requirements Malaysian citizen 18 years and above At least complete Form 3 education or higher Able to understand and communicate in Bahasa Malaysia and English Working experience for a minimum of 6 months. Working adults.
Private & Confidential Course Fees The course fees are $3,000.00 per trainee which are inclusive of documentation, certification and course materials.
Terms & Conditions A. 1. 2. 3. 4. 5. 6. 7. 8. Futuristic Communication Management Services Sdn Bhd Obligations. Futuristic Communication Management Services Sdn Bhd will design, plan, conduct, assess, monitor and evaluate the programme. Documentations of the programme will be carried by Futuristic Communication Management Services Sdn Bhd. Futuristic Communication Management Services Sdn Bhd will market and promote in collaboration with the PSMB to the targeted groups. Futuristic Communication Management Services Sdn Bhd in collaboration with PSMB to recruit students / trainees for the programme. Recruitment of related staff to run and conduct the programme is the prerogative of Futuristic Communication Management Services Sdn Bhd Scheduling and timetabling of classes and activities is the prerogative of Futuristic Communication Management Services Sdn Bhd Any site visit or educational trip will be approved and conducted by Futuristic Communication Management Services Sdn Bhd All activities encompassed under this programme is under the jurisdiction of Futuristic Communication Management Services Sdn Bhd
B.
Pembangunan Sumber Manusia Berhad (PSMB) of Ministry of Human Resources, Malaysia. PSMB is responsible for the approval of the programme contents and syllabus. Make payment to Futuristic Communication Management Services Sdn Bhd upon the formal acceptance of the programme. PSMB will pay 50% of the fees as advance payment before the training start, and the other 50% at the end of the programme when trainees complete the training. Monitoring and evaluating of the programme and to conduct fortnightly/ monthly assessment. Documentation and recording of trainees particulars for the purpose of claim from the relevant agency or ministry.
1. 2. 3. 4. 5.
Introduction to Tourism Industry

This module is designed to provide trainee with an understanding of the nature of tourism and tourism products from both local and international perspectives. It will ensure trainees will acquire holistic understanding of the travel and tourism industry, including the impacts of tourism on destination economies, communities and fragile environment. Trainees will be expected to take a critical perspective on the effects of tourism to our country and how tourism can have a strategic development function. Course Content. Sub- Unit 1.1 The History & Structure of Tourism Industry - Development of the industry - Definition of tourist - Components of tourism industry - Why tourism development Sub-Unit 1.2 Tourists Needs & Motivation - The different types & needs of tourists - What motivate people to travel? - Reasons for people to travel? - Where people travel? - Factors that facilitate & influences people to travel Sub- Unit 1.3 Development of Tourism Products - Factors required to become a tourist destination - Development of destinations - Demand for niche holiday products - Man made & natural tourism attractions. Sub- Unit 1.4 Transport & Accommodation - Transportation facilities - Accommodation & food - Range available and grading criteria Sub- Unit 1.5 The Distribution of Tourism Products - The role of tour operators & travel agents - Travel agents as intermediaries - The inter-relationships & links between the sectors - Distribution & information technology Sub- Unit 1.6 Government & Political Issues - The role of governments & influence on tourism
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Private & Confidential Visas, permits & foreign exchange restriction Political unrest & tourism policy
Sub Unit 1.7 Positive & Negative Economic Tourism Impact - Positive Impact o Direct & indirect income & employment o The multiplier effect o Contribution to GDP & currency exchange - Negative Impact o Foreign ownership of facilities & hotels o High level of imports of tourism goods o High demand driven inflation, seasonality o Over dependence on tourism industry Sub- Unit 1.8 Positive & Negative Environment Tourism Impacts - Positive Impact o Conservation of natural beauty areas o Archaeological & historical sites o Improved infrastructure o Environmental awareness - Negative Impacts o Environmental impacts & pollution o Over development leading to destruction of flora & fauna o Land use problems o Waste disposal o Damage to archaeological & historic sites Sub- Unit 1.9 Positive & Negative Socio-Cultural Tourism Impacts. - Positive Impacts o Conservation of cultural heritage o Building & artifacts o Renewal of cultural pride o Cross-cultural exchanges - Negative Impacts o Overcrowding. Over commercialisation
Entrepreneurship Skills
This module is design to introduce trainee to the theory, concept and practices of entrepreneurship which is innovative and practical to make them realize their entrepreneurship skills and opportunities. Upon completion, trainee will be able to understand the concept of entrepreneurship and able to guide them in setting their own business and be self-reliance. Course Contents. Sub- Unit 1.1 Introduction to Entrepreneurship. - Definition of entrepreneurship. - Theories and concepts - Best practices. Sub- Unit 1.2 Characteristics of Entrepreneur. - Desirable characteristics, attributes & skills - Qualification & experience - Occupational skills - Work habits Sub- Unit 1.3 Factors that Influence Entrepreneurship - Business opportunities - Current business environment - Lifestyles & trends - Income & potential profits - Government policies & support Sub- Unit 1.4 Basic Component of New Entrepreneurship - Motivation & self-drive - Ideas & market - Availability of resources Sub- Unit 1.5 Staring Up Your Business - How to start your business - Selecting business name & registration - License & permits - Location Sub- Unit 1.6 Business Planning - Planning to succeed - Envisioning your business operations & management - Writing your business & marketing plan - Staring your business operations
Private & Confidential Evaluating an opportunity
Sub- Unit 1.7 Operations - Estimating operating costs - Keeping good records - Pricing your products / services - Accounting basics - Hiring staff - Working with suppliers Sub- Unit 1.8 Marketing - The purpose of marketing - Defining your customers - Finding prospects - Advertising on a budget - Publicity & promotional materials Sub- Unit 1.9 Finances - Profit & losses - Improving your cash flow - Keeping track of your money - Developing your credit - Working with suppliers - Borrowing money - How to give credit to customers Sub- Unit 1.10 Growth - The problems of business growth - How to solve business problems - Managing employees for efficiency - Business alliances
Professional Selling and Marketing

Marketing and selling play an important role in the success of any business operations. Frontliners play a role in marketing and selling their products, services and businesses to clients and customers. Staff who have a good product knowledge will contribute greatly to the profitability and branding of any business operation. This will ultimately result in the profitability of the operations and maintaining loyal customers. Course Contents. Sub- Unit 1.1 Professional Salesmanship in a nutshell - 5 generations of salesmanship - qualities of successful sales person - salesmanship in practice - personal attributes for success - image and non-verbal communications - self analysis test Sub- Unit 1.2 Prospecting - Where does it all begin - Developing customer relations - Obtaining the information - Building rapport Sub- Unit 1.3 Qualifying Prospects - Purchasing power - Time frame Sub- Unit 1.4 Approaching - Tele-marketing - Web-based marketing - Making effectives sales call appointment Sub Unit 1.5 Anticipate and handling Buyer Resistance. - Preparing for objections - Method of handling objections - Overcoming sensitive price / quality objections Sub- Unit 1.6 Power Negotiations for Business Success - Understanding buyer behaviours - Develop critical listening skills - Preparing for negotiation - Strategy and tactics step by step methodology Sub- Unit 1.7 Closing and Confirming the Sales - Testing the buyer interests
Private & Confidential Sample closes Closing the sale
Sub- Unit 1.8 Effective Follow Up - Priortising your clients and prospect lists - Making use of time effectively Sub- Unit 1.9 Designing Marketing Collaterals - Importance of collaterals to company & customers - What information to include - How to design brochures / flyers etc - Being creative Sub- Unit 1.10 Ethical Selling - Ethical decision making framework - The ethical situation - The role episode process - Ethical problems faced by sales people - Code of ethics - Privacy problems. Sub-Unit 1.11 Internet Marketing & Promotion - Important of internet marketing
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Business Requirements & Commercial Skills

Operation of a profitable and efficient business requires a good mix of qualifications and skills. Some are unchanged from the past; others are new and emerging. This means having a vision, sufficient cash flow and well-trained staff, as well as being up to date with information technology and having access to market intelligence. The growing complexity and competitive business environment has altered many of the business requirements and commercial skills necessary for a business to operate efficiently and profitably. Nowadays, there is a greater need for a broad cross-section of management, marketing, financial and technological skills that were perhaps less important previously. It is critical to have a good mix and balance of the skills and requirements of the past, present and of the future to be successful in your business ventures. Course Contents. Sub- Unit 1.1 Identify the Business & Commercial Skills - What are the components of the skills required - Characteristics of successful business operations - What are the business concepts & practices Sub- Unit 1.2 Setting Up A Company - Types of business operations - How to set up a company - Process & registration - Identifying your niche Sub- Unit 1.3 Enough Money - Cash Flow - Sourcing for Finances - Basic working paper for financial institutions Sub- Unit 1.4 Financial Competence - Important of financial management - Controlling the overhead expenses - Basic financial management recording & statements Sub- Unit 1.5 Well-Trained Staff - Acquiring the right person for the job - Basic interview techniques - Training & motivation Sub- Unit 1.6 Staff Compensation - What is your compensation policy - The market rate - Incentives, bonus & other fringe benefits
Private & Confidential Labour law & compensation
Sub- Unit 1.7 A Smooth Internal Organisation - Organisation set-up - Chain of command - Teamwork Sub- Unit 1.8 A Good Understanding of Information Technology Trends & Issues - Uses of information technology (ICT) - Identifying the right system & software for your operations - Suppliers selection - Installing & managing the system Sub- Unit 1.9 Good Negotiating Skills - What is negotiation - Important of negotiation skills to a company - Selling, marketing & promoting your business Sub- Unit 1.10 Market Information & Technology - Important of market information & technology to your business operations - Staying competitive & your competitors - Market trends Sub- Unit 1.11 A Balanced Product Mix - Diversifying your business / products - Maintaining the balance - Looking after your cash cow Sub- Unit 1.12 Creativity - Product & ideas innovation - Getting ahead of your competitors - Creating a new market / products
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Basic Business English

In the hospitality business, communication and making your guest understand you is very important. English language is the commercial language that is widely being used. This module is designed to provide candidates with the basic business English that are being used in everyday business setup. The guidelines, practice exercise will train candidate to complete the programme successfully and enjoyably. The module content is designed to make you think and responding to situations in a business context, and about developing the skills and understanding in basic communication to deal with communication with customers, whether through verbal or non-verbal, letter, a memo and writing your resume when you apply for a job. Course Contents Sub- Unit 1.1 Greetings of Customers - Acknowledge customers - Greetings and offer of assistance - Getting feedback and asking questions - Asking about preference Sub- Unit 1.2 Describing Products & Services - Telling customers about your business, products & services - Educating customers about your products / services - Emphasis on your product / services benefits - Operating hours and policies Sub- Unit 1.3 Giving Direction and Information - Landmarks - Distances in metrics systems - Body language & gestures Sub- Unit 1.4 Promoting and Selling - Products promotion - Up-selling and cross-selling - Dealing with customers concern and enquiries - Closing the deals Sub- Unit 1.5 Business Letters - Format of a business letter - Use of appropriate style and tone - email Sub-Unit 1.6 Memos - Types and format of memos - Adopt and appropriate style and tone - Layout, language and paragraphing
Sub- Unit 1.7 Resume - Cover letter - Types of resume - Formats and styles
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Customer Service
Every organization is in business for its customers and continues to stay in business because of the customers. Good customer service requires tact, consideration and conflict management skills. Understanding customers requires sensitivity to customer cues and the ability to listen. The people who are constantly portraying the organizations image and professionalism are the frontliners of the organization. They are the first and most often the most critical contact point in creating a satisfying and loyal customer.
Course Contents. Sub- Unit 1.1. Understanding the Role that Service Plays in the Success of a Business - What is customer service? - Global trend of service industry - Personal and organizational benefits - Effective customer retention programmes boost profits Sub- Unit 1.2 Understanding Yourself and Your Customers - Developing the right mental attitude for effective customer service - Motivating yourself to be an achiever - Developing your own personality with the customer - Your roles as customer service personnel - Applying positive strokes - The deadly sins Sub- Unit 1.3 Skills for Success - Positive verbal communication - Nonverbal communication in customer service - Listening to the customer - Customer service and behaviour - Handling difficult customer encounters Sub- Unit 1.4. Enhancing Customer Relationships - Encouraging customer loyalty - The role of trust - Handling busy times, credit problems - Anticipating and responding to guests needs - VIP treatment and services - The importance of Customer Relations Management programme. - Strive for quality Sub- Unit 1.5 Service Recovery Skills - What is service recovery? - What is service breakdown? - Causes of service breakdowns
Private & Confidential Reasons for customer defection Steps to customer recovery
Sub- Unit 1.6 Turning Customer Complaints into Repeat Business. - Checking for frustration and challenges - Keeping the spotlight on the issue - The secret of success - Value of problem solving - Reward and recognition problem - Attitude at work Sub- Unit 1.7 Suggestive Selling - Product knowledge - The return of business - Exceeding customer expectation - Helping international customers feel more at home.
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SKILL CERTIFICATE IN RECEPTION OPERATIONS AND SERVICES

Status Code Duration : : : Skills Certificate ROS 001 1 month English & Bahasa Malaysia
Medium of Instruction:
Introduction The Skill Certificate in Reception Operations and Services is designed for those candidates who have no previous experience in reception job or for those undergoing training or employed in a front office situation in a hotel. Its design is intended to reflect both international nature of the industry and the culture-specific activities that are essential to meet customer needs. This programme will gives a broad introduction to the theoretical and practical aspects of reception work for a front line staff. Futuristic Communication Management Services Sdn Bhd required the candidate to accumulated the required hours to complete the programme Throughout the training, the emphasis is on the specialized knowledge, industry perspective, problem-solving ability, and practical skills that separate a knowledgeable, employable, promotable job candidate from someone who has merely graduated.
Course Contents / Syllabus. 1. 2. 3. 4. 5. 6. Introduction to Hospitality Industry. Best Impression in Hospitality Customer Service Functions and Roles of Receptionist Professional Selling and Marketing Basic Business English
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Private & Confidential Course Duration. The course duration for this programme is 1 month. Each module will be allocated the required hours of theoretical and practical aspects of the training.
Course Methodologies. This is a very interactive programme where the trainer and candidates (trainees) are encouraged to participate actively through lectures, discussion, research and presentation, role play and demonstration, case studies and to emphasis the technical skill, candidates are required to undergo in-house practical skills session and watching audio visual (video tapes or DVD) on related areas.
Course Fees The course fees are $3,000.00 per trainee which includes documentation and course materials.
Who Should Attend This programme is design for those who are interested in pursuing a business in tourism & hospitality industry, cottage and homestay operations or who want to have an understanding of the business operation, opportunities and the industry.
Entry Requirements Malaysian citizen 18 years and above At least complete Form 3 education or higher Able to understand and communicate in Bahasa Malaysia and English Frontliners and Hoteliers In the Hospitality & Tourism Industry, Hospital & Catering.
Terms & Conditions A. Futuristic Communication Management Services Sdn Bhd Obligations. 1. Futuristic Communication Management Services Sdn Bhd will design, plan, conduct, assess, monitor and evaluate the programme.
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Private & Confidential 2. Documentations of the programme will be carried by Futuristic Communication Management Services Sdn Bhd. 3. Futuristic Communication Management Services Sdn Bhd will market and promote in collaboration with the PSMB to the targeted groups. 4. Futuristic Communication Management Services Sdn Bhd in collaboration with PSMB to recruit students / trainees for the programme. 5. Recruitment of related staff to run and conduct the programme is the prerogative of Futuristic Communication Management Services Sdn Bhd 6. Scheduling and timetabling of classes and activities is the prerogative of Futuristic Communication Management Services Sdn Bhd 7. Any site visit or educational trip will be approve and conduct by Futuristic Communication Management Services Sdn Bhd 8. All activities encompassed under this programme is under the jurisdiction of Futuristic Communication Management Services Sdn Bhd
B.
Pembangunan Sumber Manusia Berhad (PSMB) of Ministry of Human Resources, Malaysia. 1. PSMB is responsible for the approval of the programme contents and syllabus. 2. Make payment to Futuristic Communication Management Services Sdn Bhd upon the formal acceptance of the programme. 3. PSMB will pay 50% of the fees as advance payment before the training start, and the other 50% at the end of the programme when trainees complete the training. 4. Monitoring and evaluating of the programme and to conduct monthly assessment. 5. Documentation and recording of trainees particulars for the purpose of claim from the relevant agency or ministry.
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Introduction to Hospitality Industry

To introduce participants to hospitality and service industry as this industry play a important role in the development of our country and offering limitless job opportunities for our people. As in the past, service industries make up the largest segment of the world economy. Tourism in which hospitality are subdivided into, is one of the largest industry. Enjoying phenomenal growth, the hospitality produces great demand for trained, skilled and knowledgeable employees. It offers a large variety of position and opportunities. Course Outline. Sub- Unit 1.1 The Hospitality Industry Past - Origins of the hospitality industry - The personality of the hospitality industry - The rise of economy hotel - The age of competition Sub- Unit 1.2 The Lodging Industry Present - Home away from home - Personnel the key to service - Factors that influence the growth of the industry - Careers in the hospitality industry Sub- Unit 1.3 Guest Services - Why guest service?? - Organizing guest service - Traits of an efficient service staff - Skills and knowledge of service staff - Key concepts of services - Ethics in hospitality Sub- Unit 1.4 Ownership and Management - Classification of lodging facilities - Ownership and management methods - The function of ownership and management - References and rating - The trends of ownership and management in 21st century Sub- Unit 1.5 Organisation - Hotel organization - Hotel organization of small, medium and large hotel
Private & Confidential The various departments in a hotel The functions of each department
Sub- Unit 1.6 Present and Future Plan - The hospitality industrys future - Demographics in the 21st century - Technology and innovation in the hospitality industry - The global economy
Best Impression in Hospitality

This programme is specially designed to provide a comprehensive coverage on service and image fundamentals and their application in hotel and restaurant management and service. Every nuance of the hospitality industry is discussed, from appearance, grooming and uniforms to body language, customer relations and business etiquette. Course Contents. Sub- Unit 1.1 The Image Factors - Recognising professional presence - Body language and visual poise - Grooming that brings out the best Sub- Unit 1.2 Dressing Style for You - Impression in hospitality - Professional dress for men and women - Wearing your uniform - Simple rules of dressing Sub- Unit 1.3 Hospitality - What you say - What you do - Introduction and conversational techniques Sub- Unit 1.4 Business Etiquette - Charming the bottom line - Rules of professional behaviour - Putting it together Sub- Unit 1.5 Customer - Hospitality, hostility and welcoming - Types, needs and wants of customers - Presenting yourself Sub- Unit 1.6 Customer Relation Skills - Skills and techniques - Whos that talking? / Telephone techniques. - Handling difficult situations - VIP treatment and services
Sub- Unit 1.7 Safety and Security - Protecting your property and guests - Taking preventive measures - Dealing with security problems Sub- Unit 1.8 Relationship at Work - Ethics at work - Attitude and behaviour - Creating a healthy working environment - Effective and team communications
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Customer Service
Every organization is in business for its customers and continues to stay in business because of the customers. Good customer service requires tact, consideration and conflict management skills. Understanding customers requires sensitivity to customer cues and the ability to listen. The people who are constantly portraying the organizations image and professionalism are the frontliners of the organization. They are the first and most often the most critical contact point in creating a satisfying and loyal customer. Course Contents. Sub- Unit 1.1. Understanding the Role that Service Plays in the Success of a Business - What is customer service? - Global trend of service industry - Personal and organizational benefits - Effective customer retention programmes boost profits Sub- Unit 1.2 Understanding Yourself and Your Customers - Developing the right mental attitude for effective customer service - Motivating yourself to be an achiever - Developing your own personality with the customer - Your roles as customer service personnel - Applying positive strokes - The deadly sins Sub- Unit 1.3 Skills for Success - Positive verbal communication - Nonverbal communication in customer service - Listening to the customer - Customer service and behaviour - Handling difficult customer encounters Sub- Unit 1.4. Enhancing Customer Relationships - Encouraging customer loyalty - The role of trust - Handling busy times, credit problems - Anticipating and responding to guests needs - VIP treatment and services - The importance of Customer Relations Management programme. - Strive for quality
Sub- Unit 1.5 Service Recovery Skills - What is service recovery? - What is service breakdown? - Causes of service breakdowns - Reasons for customer defection - Steps to customer recovery
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Sub- Unit 1.1 Prof4essional Salesmanship in a nutshell - 5 generations of salesmanship - qualities of successful sales person - salesmanship in practice - personal attributes for success - image and non-verbal communications - self analysis test Sub- Unit 1.2 Prospecting - Where does it all begin - Developing customer relations - Obtaining the information - Building rapport Sub- Unit 1.3 Qualifying Prospects - Purchasing power - Time frame Sub- Unit 1.4 Approaching - Tele-marketing - Web-based marketing - Making effectives sales call appointment Sub Unit 1.5 Anticipate and handling Buyer Resistance. - Preparing for objections - Method of handling objections - Overcoming sensitive price / quality objections Sub- Unit 1.6 Power Negotiations for Business Success - Understanding buyer behaviours - Develop critical listening skills - Preparing for negotiation - Strategy and tactics step by step methodology Sub- Unit 1.7 Closing and Confirming the Sales - Testing the buyer interests - Sample closes - Closing the sale
Sub- Unit 1.8 Effective Follow Up - Priortising your clients and prospect lists - Making use of time effectively Sub- Unit 1.9 Cross Selling and Up Selling - the art of cross and up selling - being creative
Sub- Unit 1.10 Ethical Selling - Ethical decision making framework - The ethical situation - The role episode process - Ethical problems faced by sales people - Code of ethics - Privacy problems.
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SKILL CERTIFICATE IN HOMESTAY OPERATION
Status Code Duration
: : :
Skills Certificate TOU 001 1 month English & Bahasa Malaysia
Medium of Instructions:
Introduction. This Skill Certificate in Homestay Operation is designed for those trainees / candidates who have no previous experience in operating and managing homestay business or for those undergoing training or employed in the tourism and hospitality sectors. Its design is intended to reflect both international nature of the industry and the culture-specific activities that are essential to meet customer needs. This programme will give a broad introduction to the theoretical and practical aspects of homestay operation and management. Upon the completion of the course, trainee will have a better understanding of the homestay industry, and will be able to start their own operation or will be able to work in the tourism industry. Futuristic Communication Management Services Sdn Bhd required the candidate to accumulate the required hours to complete the programme and to be awarded a certificate of achievement. Throughout the training, the emphasis is on the specialized knowledge, industry perspective, problem-solving ability, and practical skills that separate a knowledgeable, employable, promotable job candidate from someone who has merely graduated.
Course Objectives At the completion of the programme, trainee should be able to;
Understand what is homestay and the business opportunities it offers. Operate a business operations and providing basic facilities for their guests Understand the basic financial management and control for a successful business operation Plan, design and promote their tour packages and programmes to their customers through the various marketing mix and tools. Meet and provide customers with what they want and going beyond their expectation Understand the concept of seamless services expected by guests and how to provide, manage and deliver it. Have a motivation and drive to operate their own homestay operation
Course Contents / Syllabus. 1. 2. 3. 4. 5. 6. Introduction to Homestay Customer Service Professional Selling and Marketing Managing the Guest Experience Planning and Designing of Itinerary / Tour Packages Basic Financial Management
Course Methodologies. This is a very interactive programme where the trainer / facilitator and candidates (trainees) are encouraged to participate actively through lectures, discussion, research and presentation, role play and demonstration, case studies and to emphasis the technical skill requirement, candidates are required to undergo in-house practical skills session, watching audio visual (video tapes or DVD) on related areas and site visit to related sectors to enhance their understanding and knowledge of homestay concept.
Who Should Attend This programme is design for those who are interested in pursuing a business in homestay operations or who want to have an understanding of the business operation, opportunities and the industry.
Entry Requirements Malaysian citizen 17 years and above

Private & Confidential At least complete Form 3 education or higher Able to understand and communicate in Bahasa Malaysia and English Homestay Operators
Course Fees The course fees are $3,500.00 per trainee which inclusive of documentation, certificate and course materials. Terms & Conditions A. Futuristic Communication Management Services Sdn Bhd Obligations. 1. Futuristic Communication Management Services Sdn Bhd will design, plan, conduct, assess, monitor and evaluate the programme. 2. Documentations of the programme will be carried by Futuristic Communication Management Services Sdn Bhd. 3. Futuristic Communication Management Services Sdn Bhd will market and promote in collaboration with the PSMB to the targeted groups. 4. Futuristic Communication Management Services Sdn Bhd in collaboration with PSMB to recruit students / trainees for the programme. 5. Recruitment of related staff to run and conduct the programme is the prerogative of Futuristic Communication Management Services Sdn Bhd 6. Scheduling and timetabling of classes and activities is the prerogative of Futuristic Communication Management Services Sdn Bhd 7. Any site visit or educational trip will be approve and conduct by Futuristic Communication Management Services Sdn Bhd 8. All activities encompassed under this programme is under the jurisdiction of Futuristic Communication Management Services Sdn Bhd
B.
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Introduction to Homestay Operations

Homestay is one of the components of the tourism industry and it plays a very important role in the government policies of elevating poverty and getting the rural population to participate actively in the economic development of the nation. It is easy to start and need less financial resources. Everyone can participate and benefit from this industry. Homestay operators can introduce tourists to their culture, this create understanding among the people of various cultural background, religion and political belief. It creates peace and harmony due to understanding amongst the various nationalities.
Course Contents Sub- Unit 1.1 What is Homestay Concept - Definition & introduction to homestay - Concept of homestay - Important & contribution of homestay - Why government encourage & promote homestay Sub- Unit 1.2 Why Homestay Programme? - Government objectives & policies - Elevate poverty & rural participation - Employment - Economic participation & enterprenship Sub-Unit 1.3 Homestay Requirements - Who can participate - Facilities - Services Sub- Unit 1.4 Registration & Accreditation of Homestay Operator - Ministry of Tourism requirements - Terms & conditions - Process & registration - Certification Sub- Unit 1.5 Managing the Facilities - Tourist expectation & standard - Types of facilities - Cleanliness & hygiene
Private & Confidential Designing & planning of facilities Bedroom & washroom requirement Amenities provided Safety & security
Sub-Unit 1.6 Meals & Menus - Tourist expectation & standard - Tour packages & meals - Types of menu - Designing & planning of menus - Sourcing & production of menus - Services & setup Sub- Unit 1.7 Characteristics, Attributes & Skills - Identify the desirable characteristics, attributes & skills of homestay operator - Attitude, behaviour & cultural environment - Interpersonal & communication skills - Occupational skills Sub- Unit 1.8 Business Requirement & Commercial Skills - Mission & vision - Finance & financial competence - Well-trained management & staff - Staff compensation - ICT - Organization structure - Negotiation skills - A balanced product mix - Market information & intelligence - Creativity
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Customer Service
Course Contents. Sub- Unit 1.1. Understanding the Role that Service Plays in the Success of a Business - What is customer service? - Global trend of service industry - Personal and organizational benefits - Effective customer retention programmes boost profits Sub- Unit 1.2 Understanding Yourself and Your Customers - Developing the right mental attitude for effective customer service - Motivating yourself to be an achiever - Developing your own personality with the customer - Your roles as customer service personnel - Applying positive strokes - The deadly sins Sub- Unit 1.3 Skills for Success - Positive verbal communication - Nonverbal communication in customer service - Listening to the customer - Customer service and behaviour - Handling difficult customer encounters Sub- Unit 1.4. Enhancing Customer Relationships - Encouraging customer loyalty - The role of trust - Handling busy times, credit problems - Anticipating and responding to guests needs - VIP treatment and services - The importance of Customer Relations Management programme. - Strive for quality
Sub- Unit 1.5 Service Recovery Skills - What is service recovery? - What is service breakdown? - Causes of service breakdowns - Reasons for customer defection - Steps to customer recovery Sub- Unit 1.6 Turning Customer Complaints into Repeat Business. - Checking for frustration and challenges - Keeping the spotlight on the issue - The secret of success - Value of problem solving - Reward and recognition problem - Attitude at work Sub- Unit 1.7 Suggestive Selling - Product knowledge - The return of business - Exceeding customer expectation - Helping international customers feel more at home.
34

Marketing and selling play an important role in the success of a homestay operation. Frontliners play a role in marketing and selling their homestay, facilities and destination to their guests. Staff who have a good product knowledge will contribute greatly to the profitability and branding of the homestay operation. This will ultimately result in the profitability of the operations and maintaining loyal customers.
Course Contents. Sub- Unit 1.1 Professional Salesmanship in a nutshell - 5 generations of salesmanship - qualities of successful sales person - salesmanship in practice - personal attributes for success - image and non-verbal communications - self analysis test Sub- Unit 1.2 Prospecting - Where does it all begin - Developing customer relations - Obtaining the information - Building rapport Sub- Unit 1.3 Qualifying Prospects - Purchasing power - Time frame Sub- Unit 1.4 Approaching - Tele-marketing - Web-based marketing - Making effectives sales call appointment Sub Unit 1.5 Anticipate and handling Buyer Resistance. - Preparing for objections - Method of handling objections - Overcoming sensitive price / quality objections Sub- Unit 1.6 Power Negotiations for Business Success - Understanding buyer behaviours - Develop critical listening skills
Private & Confidential Preparing for negotiation Strategy and tactics step by step methodology
Sub- Unit 1.7 Closing and Confirming the Sales - Testing the buyer interests - Sample closes - Closing the sale Sub- Unit 1.8 Effective Follow Up - Priortising your clients and prospect lists - Making use of time effectively Sub- Unit 1.9 Cross Selling and Up Selling - the art of cross and up selling - being creative Sub- Unit 1.10 Ethical Selling - Ethical decision making framework - The ethical situation - The role episode process - Ethical problems faced by sales people - Code of ethics - Privacy problems. Sub-Unit 1.11 Internet Marketing & Promotion - Important of internet marketing
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Planning and Designing of Itineraries / Tour Packages.

Tours are as unique as the individuals who create them. This module will assist and guide the trainee on how to plan and design tour programme for their customers. Trainee will learn the variety and organization of tours and will explore the aspects of custom-designed tours, independent tours, hosted tours and escorted tours and learn about the key components that comprise these different tours. Most people take a tour because they want to see it all! For many of your clients, this will be the only time they are able to visit the destination and they want to see everything possible while they are there.
Course Contents. Sub-Unit 1.1 What is a Itinerary / Tour Packages - Definition of itinerary / tour packages - Why it is important for homestay operators - Identifying the tourist products at your destination - Research & develop your own product / packages Sub-Unit 1.2 Types of Tour Packages and Tourists - Custom-designed tours - Independent tours - Hosted tours - Escorted tours Sub- Unit 1.3 The 5 As Essential to a Successful Destination - Influences of destination in tourist decision making process - The 5 As; - Accommodation - Accessibility - Activities - Amenities - Attractions Sub-Unit 1.4 Basic Steps in Planning Itineraries - Knowing what your customers needs & expectations - The theme why your tour will be different - 5 factors of planning considerations; - Pace - Routing - Interests - Details
Private & Confidential Energy
Sub-Unit 1.5 Components of the Tour Packages - Transportation - Accommodations - Meals - Sightseeing - Itineraries - Additional tour components Sub-Unit 1.5 Costing and Pricing - Various aspects of costing & pricing mechanism - What is affordable & reasonable pricing - Factors to consider in determine your pricing - Your profit margin - Contingency fund Sub-Unit 1.6 Marketing & Promotional Materials - Identifying the various marketing mix - Brochures / flyers - How to design & contents of brochures / flyers - Internet marketing & promotion Sub- Unit 1.7 Booking & Reservation - Methods of booking & reservation - Confirmation of booking & reservation - Mode of payments
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Managing The Guest Experience

This module is designed based on three major concerns; Strategy, Staffing and System (3S). Exemplars of Excellent Service and Moments of Truths provides the candidates with an open-ended guest service vignette and allow them to respond or provide analysis of a situation that reflects the procedures and practices in the international hospitality operations and management. A proper management of the guest experience will create a satisfied guest and loyal guest who will help in marketing your homestay operation to their friends, families, colleagues and associates.
Course Contents. Sub- Unit 1.1 The Service Strategy - Meeting the guest expectation - Identifying and using the key drivers of guests satisfaction - Setting the scene for service Sub- Unit 1.2 The Service Staff - People who love to serve - Training for service - Motivation and empowerment Sub- Unit 1.3 Service Systems - Communicating for service - Delivering the service - Managing guests wants - Efficiency and effectiveness Sub- Unit 1.4 Exceeding Guest Expectation - Handling complaints and compliments - Guest security and privacy - Hospitality and communication practices Sub- Unit 1.5 Wining Guest Trust and Loyalty - Profiting from guest service - Serving guest with special needs - Guest satisfaction Sub- Unit 1.6 Meals - Customer expectation & standard - What are inclusive? - Types of meals - Types of Menus
Private & Confidential Preparation Condiment & accompaniment Serving styles & techniques Table setup
Sub- Unit 1.7 Accommodation - Customer expectation & standard - What are inclusive? - Types of Accommodation - Cleanliness & hygiene - Basic accommodation setup for homestay Sub-Unit 1.8 Sightseeing & Tour Programme - Tourist attractions - Tour programme activities & timing - Accessibility & mode of transport - Cultural, topographical attraction & features - Tour guide - Contingency plan Sub- Unit 1.9 See You Again Soon Follow Up - Sending off / drop off - Short-term follow up - Long-term follow up
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Basic Financial Management

This module introduce trainee to the fundamental of financial management and the recording procedures. Links are developed between activities mainly in tourism and hospitality organisation with financial information. Financial statement convey important financial information that is used in management planning, control and decision making process which is integral to achieving organizational objectives. The unit provides trainee an opportunity to learn how to read, understand and interpret financial information. Trainee will also be introduced to some business activities and financial issues, particularly in service organization.
Course Contents Sub- Unit 1.1 Important of Financial Management - Financial & business operations - On-going concern - Business expansion & growth Sub- Unit 1.2 Financing Your Operation - Sources of funds & financing - How much money you need - Preparing a working paper / financing proposal Sub- Unit 1.3 Basic Bookkeeping - Income & expenses records - Profit & loss statement - Occupancy & sales Sub- Unit 1.4 Accounting for Cash & Credit Transaction - Difference between cash & credit transactions - Recording of cash & credit transactions - Importance of cash to your business - Control of cash & credit taking - Petty cash / floats system Sub- Unit 1.5 Costing & Control - Dish & portion costing for a range of food & beverage items - Pricing & formulas used to achieve specific profit margins - Portion control & standard recipes to achieve profitable operations Sub- Unit 1.6 Budgetary Control & Financial Planning - Purpose of budget, control & planning - How to budget, control & plan your finance
Private & Confidential Types & categories of budget
Sub- Unit 1.7 Receipt & Payment Accounts & Income & Expenditure Account - Receipt & payment account - Profit & loss statement Sub- Unit 1.8 Sales Income Control - Standards of income control - Income collection - Prevention of theft of sale income - Control of cash after collection - Banking & recording
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SKILLS CERTIFICATE IN EVENT MANAGEMENT

Status Code Duration : : : Skills Certificate EVENT 001 1 month English & Bahasa Malaysia
Introduction This Skill Certificate in Event Management course is designed for those candidates who are interested in managing various events in any industry. It is specially designed to give indepths understanding towards managing events in the right manner and to create exposure towards meeting, convention, exhibition and home base entertainment events. It is basically intended to provide the trainees with the framework for planning and managing events with the various players involved in the industry. It is also aims to provide a broad introduction to theoretical and practical guide to event management. The programme is designed for those candidates who have no previous experience in running and managing events or for those undergoing training or employed in marketing and promotion of events. Its design is intended to reflect both international nature of the industry and the culture-specific activities that are essential to meet customer needs. Futuristic Communication Management Services Sdn Bhd required the candidate to accumulated the required hours to complete the programme Throughout the training, the emphasis is on the specialized knowledge, industry perspective, problem-solving ability, and practical skills that separate a knowledgeable, employable, promotable job candidate from someone who has merely graduated.
Course Contents / Syllabus. 1. 2. 3. 4. 5. 6. Introduction to Event Management. Best Impression in Tourism Industry Customer Service Functions and Roles of Event Organiser Professional Selling and Marketing Basic Business English
Private & Confidential 7. Basic Financial Management
Terms & Conditions A. Futuristic Communication Management Services Sdn Bhd Obligations. 1. Futuristic Communication Management Services Sdn Bhd will design, plan, conduct, assess, monitor and evaluate the programme. 2. Documentations of the programme will be carried by Futuristic Communication Management Services Sdn Bhd. 3. Futuristic Communication Management Services Sdn Bhd will market and promote in collaboration with the PSMB to the targeted groups. 4. Futuristic Communication Management Services Sdn Bhd in collaboration with PSMB to recruit students / trainees for the programme. 5. Recruitment of related staff to run and conduct the programme is the prerogative of Futuristic Communication Management Services Sdn Bhd 6. Scheduling and timetabling of classes and activities is the prerogative of Futuristic Communication Management Services Sdn Bhd 7. Any site visit or educational trip will be approve and conduct by Futuristic Communication Management Services Sdn Bhd 8. All activities encompassed under this programme is under the jurisdiction of Futuristic Communication Management Services Sdn Bhd
B.
Pembangunan Sumber Manusia Berhad (PSMB) of Ministry of Human Resources, Malaysia.

1. PSMB is responsible for the approval of the programme contents and syllabus. 2. Make payment to Futuristic Communication Management Services Sdn Bhd upon the formal acceptance of the programme. 3. PSMB will pay 50% of the fees as advance payment before the training start, and the other 50% at the end of the programme when trainees complete the training. 4. Monitoring and evaluating of the programme and to conduct monthly assessment. 5. Documentation and recording of trainees particulars for the purpose of claim from the relevant agency or ministry.
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Introduction to Events Industry

Event management is becoming one of the fastest growing sectors in the tourism industry. It offers limitless opportunities for people to prosper and progress. This module is specially designed to give in-depths understanding towards managing events in the right manner and to create exposure towards meeting, convention, exhibition and home base entertainment events. It is basically intended to provide the trainees with the framework for planning and managing events with the various players involved in the industry. It is also aims to provide a broad introduction to theoretical and practical guide to event management.
Course Contents Sub- Unit 1.1 What is Event management -Definition of Event Management - Meeting, Convention and Exhibition - The Growth of the Events Industry Sub- Unit 1.2 Key Players in the Industry - Associations - Convention Centers - Conference Centers - Tour Operator - Trade Shows - Hotels - Convention and Visitors Bureau - Incentive Travel Sub- Unit1.3 Meeting Technology - The Use of Technology in Meetings, Conventions and Exhibitions - Slide Projectors - Audiovisual - Chalkboards, Whiteboards and Flip charts - Electronic Whiteboards - Video conferencing - Technology in the Planning Phase Sub- Unit 1.4. Planning the Events - The Bidding Process - Preparation - Presentation - Target Market - Designing the Program - Budget and Site Selection - Negotiations and Contracts
Sub- Unit 1.5 Managing Events - Introduction of Management - Main functions of Management - Organizing - Planning -Motivating - Communicating - Decision Making - Crisis Management
Sub- Unit 1.6. Marketing Events - Customer Care - Marketing Concepts - SWOT analysis - Marketing Mix - Advertising, Media Relations and Publicity Sub- Unit 1.7. Funding and Evaluation of Events - Budgeting - Financial Structures - Sources of Funding - Fundraising - Sponsorship - SMART objectives Sub- Unit 1.8. Risk Management - Contracts, Permits and Licenses - Safety and Security of Event Stakeholders - Risk Management Procedures
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Best Impression in Tourism Industry

This programme is specially designed to provide a comprehensive coverage on service and image fundamentals and their application in hotel and restaurant management and service. Every nuance of the hospitality industry is discussed, from appearance, grooming and uniforms to body language, customer relations and business etiquette. Course Contents. Sub- Unit 1.1 The Image Factors - Recognising professional presence - Body language and visual poise - Grooming that brings out the best Sub- Unit 1.2 Dressing Style for You - Impression in hospitality - Professional dress for men and women - Wearing your uniform - Simple rules of dressing Sub- Unit 1.3 Hospitality - What you say - What you do - Introduction and conversational techniques Sub- Unit 1.4 Business Etiquette - Charming the bottom line - Rules of professional behaviour - Putting it together Sub- Unit 1.5 Customer - Hospitality, hostility and welcoming - Types, needs and wants of customers - Presenting yourself Sub- Unit 1.6 Customer Relation Skills - Skills and techniques - Whos that talking? / Telephone techniques. - Handling difficult situations - VIP treatment and services Sub- Unit 1.7 Safety and Security - Protecting your property and guests - Taking preventive measures - Dealing with security problems
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Private & Confidential Sub- Unit 1.8 Relationship at Work - Ethics at work - Attitude and behaviour - Creating a healthy working environment - Effective and team communications
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Customer Service
Course Contents. Sub- Unit 1.1. Understanding the Role that Service Plays in the Success of a Business - What is customer service? - Global trend of service industry - Personal and organizational benefits - Effective customer retention programmes boost profits Sub- Unit 1.2 Understanding Yourself and Your Customers - Developing the right mental attitude for effective customer service - Motivating yourself to be an achiever - Developing your own personality with the customer - Your roles as customer service personnel - Applying positive strokes - The deadly sins Sub- Unit 1.3 Skills for Success - Positive verbal communication - Nonverbal communication in customer service - Listening to the customer - Customer service and behaviour - Handling difficult customer encounters Sub- Unit 1.4. Enhancing Customer Relationships - Encouraging customer loyalty - The role of trust - Handling busy times, credit problems - Anticipating and responding to guests needs - VIP treatment and services - The importance of Customer Relations Management programme. - Strive for quality Sub- Unit 1.5 Service Recovery Skills - What is service recovery? - What is service breakdown? - Causes of service breakdowns
Private & Confidential Reasons for customer defection Steps to customer recovery
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Marketing and selling play an important role in the success of a hotel. Frontliners play a role in marketing and selling their hotel, facilities and destination to their guests. Staff who have a good product knowledge will contribute greatly to the profitability and branding of the hotel. Sub- Unit 1.1 Professional Salesmanship in a nutshell - 5 generations of salesmanship - qualities of successful sales person - salesmanship in practice - personal attributes for success - image and non-verbal communications - self analysis test Sub- Unit 1.2 Prospecting - Where does it all begin - Developing customer relations - Obtaining the information - Building rapport Sub- Unit 1.3 Qualifying Prospects - Purchasing power - Time frame Sub- Unit 1.4 Approaching - Tele-marketing - Web-based marketing - Making effectives sales call appointment Sub Unit 1.5 Anticipate and handling Buyer Resistance. - Preparing for objections - Method of handling objections - Overcoming sensitive price / quality objections Sub- Unit 1.6 Power Negotiations for Business Success - Understanding buyer behaviours - Develop critical listening skills - Preparing for negotiation - Strategy and tactics step by step methodology Sub- Unit 1.7 Closing and Confirming the Sales - Testing the buyer interests - Sample closes - Closing the sale Sub- Unit 1.8 Effective Follow Up
Private & Confidential Priortising your clients and prospect lists Making use of time effectively
Sub- Unit 1.9 Cross Selling and Up Selling - the art of cross and up selling - being creative Sub- Unit 1.10 Ethical Selling - Ethical decision making framework - The ethical situation - The role episode process - Ethical problems faced by sales people - Code of ethics - Privacy problems.
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In the hospitality business, communication and making your guest understand you is very important. English language is the commercial language that is widely being used. This module is designed to provide candidates with the basic business English that are being used in everyday office setup. The guidelines, practice exercise will train candidate to complete the programme successfully and enjoyably. The module content is designed to make you think and responding to situations in a business context, and about developing the skills and understanding in basic communication to deal with communication with customers, whether through verbal or non-verbal, letter, a memo and writing your resume when you apply for a job. Course Contents Sub- Unit 1.1 Greetings of Customers - Acknowledge customers - Greetings and offer of assistance - Getting feedback and asking questions - Asking about preference Sub- Unit 1.2 Describing Facilities - Telling customers about the hotel facilities - Operating hours and policies Sub- Unit 1.3 Giving Direction and Information - Landmarks - Distances in metrics systems Sub- Unit 1.4 Taking Orders - Talking about the menus - Asking for guest orders - Reconfirming of orders - Recommendation and selling Sub- Unit 1.5 Business Letters - Format of a business letter - Use of appropriate style and tone - email Sub-Unit 1.6 Memos - Types and format of memos - Adopt and appropriate style and tone - Layout, language and paragraphing Sub- Unit 1.7 Resume - Cover letter
Private & Confidential Types of resume Formats and styles
Basic Financial Management

This module introduce trainee to the fundamental of financial management and the recording procedures. Links are developed between activities mainly in tourism and hospitality organisation with financial information. Financial statement convey important financial information that is used in management planning, control and decision making process which is integral to achieving organizational objectives. The unit provides trainee an opportunity to learn how to read, understand and interpret financial information. Trainee will also be introduced to some business activities and financial issues, particularly in service organization.
Course Contents Sub- Unit 1.1 Important of Financial Management - Financial & business operations - On-going concern - Business expansion & growth Sub- Unit 1.2 Financing Your Operation - Sources of funds & financing - How much money you need - Preparing a working paper / financing proposal Sub- Unit 1.3 Basic Bookkeeping - Income & expenses records - Profit & loss statement - Occupancy & sales Sub- Unit 1.4 Accounting for Cash & Credit Transaction - Difference between cash & credit transactions - Recording of cash & credit transactions - Importance of cash to your business - Control of cash & credit taking - Petty cash / floats system Sub- Unit 1.5 Costing & Control - Dish & portion costing for a range of food & beverage items - Pricing & formulas used to achieve specific profit margins - Portion control & standard recipes to achieve profitable operations Sub- Unit 1.6 Budgetary Control & Financial Planning - Purpose of budget, control & planning - How to budget, control & plan your finance - Types & categories of budget
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Private & Confidential Sub- Unit 1.7 Receipt & Payment Accounts & Income & Expenditure Account - Receipt & payment account - Profit & loss statement Sub- Unit 1.8 Sales Income Control - Standards of income control - Income collection - Prevention of theft of sale income - Control of cash after collection - Banking & recording
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SKILL CERTIFICATE IN FOOD AND BEVERAGE SERVICE

Status Code Duration ; : : Skills Certificate FB 001 1 month English & Bahasa Malaysia
Medium of Instruction;
Introduction The Skill Certificate in Food and Beverage Service Programme is designed for those candidates who are unemployed, undergoing training or employed in the food and beverage industry especially in the hotels, restaurants and in-company facilities. Its design is intended to reflect both the international nature of the industry and the country or culture specific activities that are essential to meet customer needs. This skill certificate programme give a broad introduction to the theoretical and practical aspects of food service for a front line worker. Futuristic Communication Management Services Sdn Bhd required the candidate to accumulated the required hours to complete the programme Throughout the training, the emphasis is on the specialized knowledge, industry perspective, problem-solving ability, and practical skills that separate a knowledgeable, employable, promotable job candidate from someone who has merely graduated.
Course Contents / Syllabus. 1. 2. 3. 4. 5. 6. 7. Introduction to Hospitality Industry. Best Impression in Hospitality Customer Service Functions and Roles of Food Server Professional Selling and Marketing Managing the Guest Experience Basic Business English
Entry Requirements Malaysian citizen 18 years and above At least complete Form 3 education or higher Able to understand and communicate in Bahasa Malaysia and English
Terms & Conditions A. Futuristic Communication Management Services Sdn Bhd Obligations. 1. Futuristic Communication Management Services Sdn Bhd will design, plan, conduct, assess, monitor and evaluate the programme. 2. Documentations of the programme will be carried by Futuristic Communication Management Services Sdn Bhd. 3. Futuristic Communication Management Services Sdn Bhd will market and promote in collaboration with the PSMB to the targeted groups. 4. Futuristic Communication Management Services Sdn Bhd in collaboration with PSMB to recruit students / trainees for the programme. 5. Recruitment of related staff to run and conduct the programme is the prerogative of Futuristic Communication Management Services Sdn Bhd 6. Scheduling and timetabling of classes and activities is the prerogative of Futuristic Communication Management Services Sdn Bhd 7. Any site visit or educational trip will be approve and conduct by Futuristic Communication Management Services Sdn Bhd
Private & Confidential 8. All activities encompassed under this programme is under the jurisdiction of Futuristic Communication Management Services Sdn Bhd
B.
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To introduce participants to hospitality and service industry as this industry play an important role in the development of our country and offering limitless job opportunities for our people. As in the past, service industries make up the largest segment of the world economy. Tourism in which hospitality are subdivided into, is one of the largest industry. Enjoying phenomenal growth, the hospitality produces great demand for trained, skilled and knowledgeable employees. It offers a large variety of position and opportunities. Course Outline. Sub- Unit 1.1 The Hospitality Industry Past - Origins of the hospitality industry - The personality of the hospitality industry - The rise of economy hotel - The age of competition Sub- Unit 1.2 The Lodging Industry Present - Home away from home - Personnel the key to service - Factors that influence the growth of the industry - Careers in the hospitality industry Sub- Unit 1.3 Guest Services - Why guest service?? - Organizing guest service - Traits of an efficient service staff - Skills and knowledge of service staff - Key concepts of services - Ethics in hospitality Sub- Unit 1.4 Ownership and Management - Classification of lodging facilities - Ownership and management methods - The function of ownership and management - References and rating - The trends of ownership and management in 21st century Sub- Unit 1.5 Organisation - Hotel organization - Hotel organization of small, medium and large hotel - The various departments in a hotel - The functions of each department Sub- Unit 1.6 Present and Future Plan - The hospitality industrys future
Private & Confidential Demographics in the 21st century Technology and innovation in the hospitality industry The global economy

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Customer Service
Every organization is in business for its customers and continues to stay in business because of the customers. Good customer service requires tact, consideration and conflict management skills. Understanding customers requires sensitivity to customer cues and the ability to listen. The people who are constantly portraying the organizations image and professionalism are the frontliners of the organization. They are the first and most often the most critical contact point in creating a satisfying and loyal customer. Course Contents. Sub- Unit 1.1. Understanding the Role that Service Plays in the Success of a Business - What is customer service? - Global trend of service industry - Personal and organizational benefits - Effective customer retention programmes boost profits Sub- Unit 1.2 Understanding Yourself and Your Customers - Developing the right mental attitude for effective customer service - Motivating yourself to be an achiever - Developing your own personality with the customer - Your roles as customer service personnel - Applying positive strokes - The deadly sins Sub- Unit 1.3 Skills for Success - Positive verbal communication - Nonverbal communication in customer service - Listening to the customer - Customer service and behaviour - Handling difficult customer encounters Sub- Unit 1.4. Enhancing Customer Relationships - Encouraging customer loyalty - The role of trust - Handling busy times, credit problems - Anticipating and responding to guests needs - VIP treatment and services - The importance of Customer Relations Management programme. - Strive for quality Sub- Unit 1.5 Service Recovery Skills - What is service recovery? - What is service breakdown? - Causes of service breakdowns - Reasons for customer defection - Steps to customer recovery
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Marketing and selling play an important role in the success of a hotel. Frontliners play a role in marketing and selling their hotel, facilities and destination to their guests. Staff who have a good product knowledge will contribute greatly to the profitability and branding of the hotel. Sub- Unit 1.1 Professional Salesmanship in a nutshell - 5 generations of salesmanship - qualities of successful sales person - salesmanship in practice - personal attributes for success - image and non-verbal communications - self analysis test Sub- Unit 1.2 Prospecting - Where does it all begin - Developing customer relations - Obtaining the information - Building rapport Sub- Unit 1.3 Qualifying Prospects - Purchasing power - Time frame Sub- Unit 1.4 Approaching - Tele-marketing - Web-based marketing - Making effectives sales call appointment Sub Unit 1.5 Anticipate and handling Buyer Resistance. - Preparing for objections - Method of handling objections - Overcoming sensitive price / quality objections Sub- Unit 1.6 Power Negotiations for Business Success - Understanding buyer behaviours - Develop critical listening skills - Preparing for negotiation - Strategy and tactics step by step methodology Sub- Unit 1.7 Closing and Confirming the Sales - Testing the buyer interests - Sample closes - Closing the sale Sub- Unit 1.8 Effective Follow Up
Private & Confidential Priortising your clients and prospect lists Making use of time effectively
Sub- Unit 1.9 Cross Selling and Up Selling - the art of cross and up selling - being creative Sub- Unit 1.10 Ethical Selling - Ethical decision making framework - The ethical situation - The role episode process - Ethical problems faced by sales people - Code of ethics - Privacy problems.
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Role and Function of Food Server

Today it is necessary for waiters and waitresses to be well-trained in the various aspect of serving the customer, not only for job satisfaction and mastery but for the success of the food establishment where they work. This food outlets in turn, must compete with other restaurants for the patronage of customer as the market becomes crowded and competition more intense, restaurants keep their competitive edge by having fresh wholesome food, unique menu items, attractive prices, interesting dcor and setting, and, above all, superior service from well-trained waiters and waitresses. Restaurant operators believe that the most important attribute for a restaurant is to have friendly waiters and waitresses. Good and pleasant service leaves a lasting impression on those who are busy or tired and go out to relax and enjoy themselves. Course Contents. Sub- Unit 1.1 Safety at Work - Why safety? - First aids and emergency procedures - Fire prevention and equipments - Handling equipments - Using and handling of dangerous substance Sub- Unit 1.2 Hygiene at Work - Why hygiene? - Personal cleanliness, presentation and grooming - First impression - Wearing uniform appropriately, neatly and professionally - Maintain clean work area and equipment Sub- Unit 1.3 Security at Work - Why security? - Handling of key system - Handling of guest property - Handling confidential matters with guests - Reporting security hazards and suspicious items - Reporting on incidents - React to emergencies Sub- Unit 1.4 Personal Skills - Importance of positive personal presentation - Self confidence and job satisfaction - Establishing image - Customer confidence - Professional attitude and behavior towards customers - Teamwork
Private & Confidential Effective communication
Sub- Unit 1.5 Menu Knowledge - Types of menu - Offering customer the appropriate menus - Sequence of courses on various types of menus - Preparation, time of dishes and service - Fresh food and seasonal menus / dishes - Cooking methods - Special diet and cultural needs Sub- Unit 1.6 General Billing Procedures - Types of checking and billing methods - Procedures for processing and checking items on bills - Procedures for opening and operating a payment point - Procedures in handling and recording payments - Processing payment - Dealing with refunds, vouchers, tokens and transfers - Problems when processing payments and dealing with them Sub- Unit 1.7 Pre-service Procedures - Types of services and equipment being used - Preparation of service and the ancillary areas - Items required for the service of different menus - Portion control - Procedures and methods for after-service cleaning and storage of equipment Sub- Unit 1.8 Provide Table Service - Greet and seat customers - Taking orders - Methods and procedures of serving customers - Items that are served at the table - Presenting bills and customer exit Sub- Unit 1.9 Provide a Beverage Service - Tasks involved in the preparation and service of beverages - Equipments and utensils used in preparation and service of beverages - Alcoholic and non-alcoholic drinks - Procedures for the after-service cleaning and storage of equipment
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This module is designed based on three major concerns; Strategy, Staffing and System (3S). Exemplars of Excellent Service and Moments of Truths provides the candidates with an open-ended guest service vignette and allow them to respond or provide analysis of a situation that reflects the procedures and practices in the international hospitality operations and management. Course Contents. Sub- Unit 1.1 The Service Strategy - Meeting the guest expectation - Identifying and using the key drivers of guests satisfaction - Setting the scene for service Sub- Unit 1.2 Developing the organizational Culture - Building a total service culture - Solving guests concern - Empowering and training Sub- Unit 1.3 The Service Staff - People who love to serve - Training for service - Motivation and empowerment Sub- Unit 1.4 Service Systems - Communicating for service - Delivering the service - Managing guests wants - Efficiency and effectiveness Sub- Unit 1.5 Exceeding Guest Expectation - Handling complaints and compliments - Guest security and privacy - Hospitality and communication practices Sub- Unit 1.6 Developing a Team Culture - Interpersonal relationship - The need for recognition, support and respect - Team-working across departments Sub- Unit 1.7 Wining Guest Trust and Loyalty - Profiting from guest service - Serving guest with special needs - Guest satisfaction
Sub- Unit 1.8 The Spirit of Hospitality - Quality guest service - Avoiding embarrassment by using correct words, gestures and attitude that communicate hospitality across culture - Reaching for service excellence - Investing in yourself.
70

In the hospitality business, communication and making your guest understand you is very important. English language is the commercial language that is widely being used. This module is designed to provide candidates with the basic business English that are being used in everyday office setup. The guidelines, practice exercise will train candidate to complete the programme successfully and enjoyably. The module content is designed to make you think and responding to situations in a business context, and about developing the skills and understanding in basic communication to deal with communication with customers, whether through verbal or non-verbal, letter, a memo and writing your resume when you apply for a job. Course Contents Sub- Unit 1.1 Greetings of Customers - Acknowledge customers - Greetings and offer of assistance - Getting feedback and asking questions - Asking about preference Sub- Unit 1.2 Describing Facilities - Telling customers about the hotel facilities - Operating hours and policies Sub- Unit 1.3 Giving Direction and Information - Landmarks - Distances in metrics systems Sub- Unit 1.4 Taking Orders - Talking about the menus - Asking for guest orders - Reconfirming of orders - Recommendation and selling Sub- Unit 1.5 Business Letters - Format of a business letter - Use of appropriate style and tone - email Sub-Unit 1.6 Memos - Types and format of memos - Adopt and appropriate style and tone - Layout, language and paragraphing Sub- Unit 1.7 Resume - Cover letter
Private & Confidential Types of resume Formats and styles
SKILL CERTIFICATE IN HOUSEKEEPING OPERATIONS AND SERVICES

Status Code Duration : : : Skill Certificate HKP 001 1 month English & Bahasa Malaysia
Introduction The Skill Certificate in Housekeeping Operations and Services Programme is designed for those candidates who are unemployed, undergoing training or employed in the operation and provision of services, both residential and non-residential within the accommodation sectors. Its design is intended to reflect both the international nature of the industry and the country or culture specific activities that are essential to meet customer needs. This skills certificate programme give a broad introduction to the theoretical and practical aspects of accommodation operations and service for a front line worker. Futuristic Communication Management Services Sdn Bhd required the candidate to accumulated the required hours to complete the programme Throughout the training, the emphasis is on the specialized knowledge, industry perspective, problem-solving ability, and practical skills that separate a knowledgeable, employable, promotable job candidate from someone who has merely graduated.
Course Contents / Syllabus. 1. 2. 3. 4. 5. 6. Introduction to Hospitality Industry. Best Impression in Hospitality Customer Service Functions and Roles of Housekeeper Professional Selling and Marketing Managing the Guest Experience
Private & Confidential 7. Basic Business English
Course Fees The course fees are 3,500.00 per trainee which includes documentation and course materials.
Terms & Conditions A. Futuristic Communication Management Services Sdn Bhd Obligations. 1. Futuristic Communication Management Services Sdn Bhd will design, plan, conduct, assess, monitor and evaluate the programme. 2. Documentations of the programme will be carried by Futuristic Communication Management Services Sdn Bhd. 3. Futuristic Communication Management Services Sdn Bhd will market and promote in collaboration with the PSMB to the targeted groups. 4. Futuristic Communication Management Services Sdn Bhd in collaboration with PSMB to recruit students / trainees for the programme. 5. Recruitment of related staff to run and conduct the programme is the prerogative of Futuristic Communication Management Services Sdn Bhd 6. Scheduling and timetabling of classes and activities is the prerogative of Futuristic Communication Management Services Sdn Bhd 7. Any site visit or educational trip will be approve and conduct by Futuristic Communication Management Services Sdn Bhd
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Private & Confidential 8. All activities encompassed under this programme is under the jurisdiction of Futuristic Communication Management Services Sdn Bhd
B.
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To introduce participants to hospitality and service industry as this industry play an important role in the development of our country and offering limitless job opportunities for our people. As in the past, service industries make up the largest segment of the world economy. Tourism in which hospitality are subdivided into, is one of the largest industry. Enjoying phenomenal growth, the hospitality produces great demand for trained, skilled and knowledgeable employees. It offers a large variety of position and opportunities. Course Outline. Sub- Unit 1.1 The Hospitality Industry Past - Origins of the hospitality industry - The personality of the hospitality industry - The rise of economy hotel - The age of competition Sub- Unit 1.2 The Lodging Industry Present - Home away from home - Personnel the key to service - Factors that influence the growth of the industry - Careers in the hospitality industry Sub- Unit 1.3 Guest Services - Why guest service?? - Organizing guest service - Traits of an efficient service staff - Skills and knowledge of service staff - Key concepts of services - Ethics in hospitality Sub- Unit 1.4 Ownership and Management - Classification of lodging facilities - Ownership and management methods - The function of ownership and management - References and rating - The trends of ownership and management in 21st century Sub- Unit 1.5 Organisation - Hotel organization - Hotel organization of small, medium and large hotel - The various departments in a hotel - The functions of each department Sub- Unit 1.6 Present and Future Plan - The hospitality industrys future
Private & Confidential Demographics in the 21st century Technology and innovation in the hospitality industry The global economy

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Customer Service
Every organization is in business for its customers and continues to stay in business because of the customers. Good customer service requires tact, consideration and conflict management skills. Understanding customers requires sensitivity to customer cues and the ability to listen. The people who are constantly portraying the organizations image and professionalism are the frontliners of the organization. They are the first and most often the most critical contact point in creating a satisfying and loyal customer. Course Contents. Sub- Unit 1.1. Understanding the Role that Service Plays in the Success of a Business - What is customer service? - Global trend of service industry - Personal and organizational benefits - Effective customer retention programmes boost profits Sub- Unit 1.2 Understanding Yourself and Your Customers - Developing the right mental attitude for effective customer service - Motivating yourself to be an achiever - Developing your own personality with the customer - Your roles as customer service personnel - Applying positive strokes - The deadly sins Sub- Unit 1.3 Skills for Success - Positive verbal communication - Nonverbal communication in customer service - Listening to the customer - Customer service and behaviour - Handling difficult customer encounters Sub- Unit 1.4. Enhancing Customer Relationships - Encouraging customer loyalty - The role of trust - Handling busy times, credit problems - Anticipating and responding to guests needs - VIP treatment and services - The importance of Customer Relations Management programme. - Strive for quality Sub- Unit 1.5 Service Recovery Skills - What is service recovery? - What is service breakdown? - Causes of service breakdowns - Reasons for customer defection
Private & Confidential Steps to customer recovery
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Marketing and selling play an important role in the success of a hotel. Frontliners play a role in marketing and selling their hotel, facilities and destination to their guests. Staff who have good product knowledge will contribute greatly to the profitability and branding of the hotel. The aim of this module is to provide candidate with an understanding of marketing and its application in the international hotel and tourism industry, and the ways in which marketing strategies and approaches can be used to optimise product penetration. Sub- Unit 1.1 Professional Salesmanship in a nutshell - 5 generations of salesmanship - qualities of successful sales person - salesmanship in practice - personal attributes for success - image and non-verbal communications - self analysis test Sub- Unit 1.2 Prospecting - Where does it all begin - Developing customer relations - Obtaining the information - Building rapport Sub- Unit 1.3 Qualifying Prospects - Purchasing power - Time frame Sub- Unit 1.4 Approaching - Tele-marketing - Web-based marketing - Making effectives sales call appointment Sub Unit 1.5 Anticipate and handling Buyer Resistance. - Preparing for objections - Method of handling objections - Overcoming sensitive price / quality objections Sub- Unit 1.6 Power Negotiations for Business Success - Understanding buyer behaviours - Develop critical listening skills - Preparing for negotiation - Strategy and tactics step by step methodology Sub- Unit 1.7 Closing and Confirming the Sales - Testing the buyer interests
Private & Confidential Sample closes Closing the sale
Sub- Unit 1.8 Effective Follow Up - Priortising your clients and prospect lists - Making use of time effectively Sub- Unit 1.9 Cross Selling and Up Selling - the art of cross and up selling - being creative Sub- Unit 1.10 Ethical Selling - Ethical decision making framework - The ethical situation - The role episode process - Ethical problems faced by sales people - Code of ethics - Privacy problems.
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The Role and Function of Housekeeper

Housekeeper plays an important role in the success of the hotel. Rooms are the main revenue earner for the hotel and the housekeeper is the reason for that. They are responsible to clean the rooms and maintaining the overall cleanliness and appearance of the hotel. This module is designed to give candidate the knowledge and skills required to work in the housekeeping department as a housekeeper. Course Contents. Sub- Unit 1.1 Safety and Security Practices. - PPE - Safety procedures in operating equipments and chemicals - Handling of keys - Guests belonging - Emergency and first Aids procedures Sub- Unit 1.2 Fire Prevention - Causes and types of fire - Fire prevention procedures - Fire detection and alarm systems - Evacuation procedures - Fire fighting methods Sub- Unit 1.3 Personal Skills - Personal grooming and presentation - Good standards of personal hygiene and health - Exemplary professional attitudes - Teamwork and communication Sub- Unit 1.4 Types of accommodation Services - Characteristics and range of accommodation services - Monitoring and evaluation of services - Actively seek customer feedback - Collate and analyse customer feedback Sub- Unit 1.5 Planning and Organising the Housekeeping Service - Planning a cleaning service - Methods of planning service - Organizing an appropriate housekeeping provision - Maintaining an appropriate provision of equipment and materials - Types of linen provision and services - Infection control and hygiene Sub- Unit 1.6 Principles of Design, Dcor and Furnishing - Why rooms design, dcor and furnishing are importance?
Private & Confidential Principles of design and dcor Factors influencing designs Factors the influence the selection and purchase of furniture and accessories Procedures involved in redecorating Process of refurbishment
Sub- Unit 1.7 Control in the Accommodation Environment - Main areas of control - Control of staffing input - Control in physical resources - Control of operating costs and expenses - Good practice in room inspection procedures
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This module is designed based on three major concerns; Strategy, Staffing and System (3S). Exemplars of Excellent Service and Moments of Truths provides the candidates with an open-ended guest service vignette and allow them to respond or provide analysis of a situation that reflects the procedures and practices in the international hospitality operations and management. Course Contents. Sub- Unit 1.1 The Service Strategy - Meeting the guest expectation - Identifying and using the key drivers of guests satisfaction - Setting the scene for service Sub- Unit 1.2 Developing the organizational Culture - Building a total service culture - Solving guests concern - Empowering and training Sub- Unit 1.3 The Service Staff - People who love to serve - Training for service - Motivation and empowerment Sub- Unit 1.4 Service Systems - Communicating for service - Delivering the service - Managing guests wants - Efficiency and effectiveness Sub- Unit 1.5 Exceeding Guest Expectation - Handling complaints and compliments - Guest security and privacy - Hospitality and communication practices Sub- Unit 1.6 Developing a Team Culture - Interpersonal relationship - The need for recognition, support and respect - Team-working across departments Sub- Unit 1.7 Wining Guest Trust and Loyalty - Profiting from guest service - Serving guest with special needs - Guest satisfaction Sub- Unit 1.8 The Spirit of Hospitality
Private & Confidential Quality guest service Avoiding embarrassment by using correct words, gestures and attitude that communicate hospitality across culture Reaching for service excellence Investing in yourself.
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In the hospitality business, communication and making your guest understand you is very important. English language is the commercial language that is widely being used. This module is designed to provide candidates with the basic business English that are being used in everyday office setup. The guidelines, practice exercise will train candidate to complete the programme successfully and enjoyably. The module content is designed to make you think and responding to situations in a business context, and about developing the skills and understanding in basic communication to deal with communication with customers, whether through verbal or non-verbal, letter, a memo and writing your resume when you apply for a job. Course Contents Sub- Unit 1.1 Greetings of Customers - Acknowledge customers - Greetings and offer of assistance - Getting feedback and asking questions - Asking about preference Sub- Unit 1.2 Describing Facilities - Telling customers about the hotel facilities - Operating hours and policies Sub- Unit 1.3 Giving Direction and Information - Landmarks - Distances in metrics systems Sub- Unit 1.4 Taking Orders - Talking about the amenities - Answering guests requests and enquires - Asking for guests permission to enter and clean the room - Recommendation and selling Sub- Unit 1.5 Business Letters - Format of a business letter - Use of appropriate style and tone - email Sub-Unit 1.6 Memos - Types and format of memos - Adopt and appropriate style and tone - Layout, language and paragraphing Sub- Unit 1.7 Resume - Cover letter - Types of resume - Formats and styles
SKILL CERTIFICATE IN CUSTOMER SERVICE

Status Code Duration : ; : Skill Certificate COM 001 1 month English & Bahasa Malaysia
Introduction Business organizations sometimes lose sight of the fact that without customers there would be no business. Their policies and actions do not always take account of the fact that customers are the most important people to their organization, rather than being an interruption to the work of any businesses, customers are the very purpose of its existence. It is only when organizations begin to put the customer at the centre of all activity that a true customer service approach has begun. All customers will have different needs and will expect their needs to be met with courtesy and efficiency. This skills certificate programme give a broad introduction to the theoretical and practical aspects of providing excellence customer service for a front line worker. Futuristic Communication Management Services Sdn Bhd required the candidate to accumulated the required hours to complete the programme Throughout the training, the emphasis is on the specialized knowledge, industry perspective, problem-solving ability, and practical skills that separate a knowledgeable, employable, promotable job candidate from someone who has merely graduated.
Course Contents / Syllabus. 1. 2. 3. 4. 5. 6. 7. Professional Grooming and Image Professional Attitude and Behavior Communication Skills Delivering Customer Value Telephone Techniques Handling Complaints and Enquiries Business Organisation
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Course Methodologies. This is a very interactive programme where the trainer and candidates (trainees) are encouraged to participate actively through lectures, discussion, research and presentation, role play and demonstration, case studies and to emphasis the technical skill, candidates are required to undergo in-house practical skills session and watching audio visual (video tapes or DVD) on related areas. Course Fees The course fees are $3,000.00 per trainee which includes documentation and course materials.
Terms & Conditions A. Futuristic Communication Management Services Sdn Bhd Obligations. 1. Futuristic Communication Management Services Sdn Bhd will design, plan, conduct, assess, monitor and evaluate the programme. 2. Documentations of the programme will be carried by Futuristic Communication Management Services Sdn Bhd. 3. Futuristic Communication Management Services Sdn Bhd will market and promote in collaboration with the PSMB to the targeted groups. 4. Futuristic Communication Management Services Sdn Bhd in collaboration with PSMB to recruit students / trainees for the programme. 5. Recruitment of related staff to run and conduct the programme is the prerogative of Futuristic Communication Management Services Sdn Bhd 6. Scheduling and timetabling of classes and activities is the prerogative of Futuristic Communication Management Services Sdn Bhd 7. Any site visit or educational trip will be approve and conduct by Futuristic Communication Management Services Sdn Bhd 8. All activities encompassed under this programme is under the jurisdiction of Futuristic Communication Management Services Sdn Bhd
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B.
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Professional Grooming and Image

All of us want to look GOOD, FEEL good and DRESS well. This module is designed especially to enhance the candidate professional grooming and image. These are an important factors in providing a seamless services to the customers in any establishments. A well motivated professional will give a positive impression to their customers and creating a bond that will make their dealing with the staff and organization a memorable one. Course Contents. Sub- Unit 1.1 What is Image? - Image factors - Recognizing professional presence - Body language and visual poise - Grooming the brings out the best Sub- Unit 1.2 Personal Colour Discovery - Maximising your first impression on others - The power of colours - Right colours for your clothing Sub- Unit 1.3 Dressing Style for Your - Various types of bodylines, shapes and figures - 3 simple rules for dressing - Selection of styles - Creating your own personality Sub- Unit 1.4 make-up and Accessories - Keys to successful make-up - Matching the right colours - Study of face shapes and features - Colour combination Sub- Unit 1.5 Relationship At Work - Bosses / peers / subordinate / clients - Ethics at work - Attitude and behavior - Managing conflict Sub- Unit 1.6 Effective Communication - The skills of communication and listening - Art of public speaking
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Telephone Courtesies
A well managed company may get a very bad image simply by ignoring the importance of its frontline people in dealing with the customers. The telephone operator and receptionist are the ones who our customers get their first and lasting impression. A rude and indifference attitude will break all the PR that your executives and managers have been working so hard to build. This powerful tool if properly used can enhance your corporate image and maintain good customer relations. Inter-departmental relationship will also benefit tremendously from good telephone techniques. Course Contents Sub- Unit 1.1 Telephone Etiquette - Decorum Sub- Unit 1.2 Answering the Call - When to answer - Words being used - Identification and offering assistance Sub- Unit 1.3 Making the Call - What to do before calling - Message to disseminate - Who to contact Sub- Unit 1.4 Closing the Call - What to say - Action plan Sub Unit 1.5 Dealing with Wrong Numbers - Answering the call - Providing information - Corporate image - Closing the call Sub- Unit 1.6 Transferring the Call - PBX system - How to transfer - On hold - Getting back to the receiver and caller Sub- Unit 1.7 Taking Messages - Message format - Details of message contents - Confirmation - Passing the message
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Sub- Unit 1.8 Voice Inflection - Dos and donts when on the phone - Intonation - Volume Sub- Unit 1.9 Effective Listening - Listening methods - Ways of remembering the caller - Avoid distraction Sub- Unit 1.10 Handling Difficult Customers - Why customers difficult? - Methods of handling customers - Feedback and follow up - Making difficult customer a satisfied and loyal customers
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Professional Attitude and Behaviour

Professional ethics, attitude and behavior are the prerequisite for a person to be employed in any organization. Course Contents. Sub- Unit 1.1 What is Attitude and Behaviour - What is attitude - Mental attitude at work - Work attitude and success - Positive thinking Sub- Unit 1.2 Attitude at Work - Importance of relationships - The powerful people at work - Managing your boss / management - Managing your colleagues and subordinate Sub- Unit 1.3 Personal Attributes and Skills - Occupational skills - Customer relations skills - Informational skills - Foreign language skills Sub- Unit 1.4 Conflict Resolutions - Praise, criticism, conflict - Managing conflicts - The five steps to successful conflict management Sub-Unit 1.5 Converting Complaints and Conflicts into Cooperation - Complaints and grievances - Group dynamics - Group participants - Securing cooperation Sub- Unit 1.6 Teamwork - Why team fail - How team succeed - Team membership - Win-win situation
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Communication Skills
Communication is perhaps the most important and most used of all skills in any organization or businesses. Managers spend the largest portion of their time in verbal or written communication with their staff, other managers or outside parties. Frontline staff have frequent interaction with customers and other staff. Staff communicate among themselves, as well as with their managers, frontline staff, suppliers and so on, to give and receive the information they need to perform their jobs effectively and efficiently. Thus this module is designed for people who have undergone or have no experience in working in any office, in which various types of office communication are emphasise. It is helpful for candidate who aspire to work in any office which demands good communication and language skills to deal efficiently and effectively with their customers. Course Contents. Sub- Unit 1.1 What is Communication? - Theory and concept of communication - Why people communicate? Sub- Unit 1.2 Communication Process - Communication matrix - Basic laws of communication Sub- Unit 1.3 Importance of Effective Communication - Why communication is important - Getting the message across - How to communicate effectively Sub- Unit 1.4 Barriers to Effective Communication - What are the barriers? - How to overcome the barriers - Skills for effective communication Sub- Unit 1.5 Listening Skills - What is listening? - Effective listening process - Understanding the message contents - Giving positive feedback
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Delivering Customer Value

Businesses all over the world are rediscovering the customer who better educated, have vastly greater access to informations, and, most of all, have far more choices for buying goods and services. How do you deliver and satisfied these customers and instill such a consistently high level of service? Exception service comes from people, which is backed by a strong organizational service culture, training, technology and system that empower the staff to provide exceptional customer services. Course Contents Sub- Unit 1.1 Its the Customer, Stupid? - Why all the talk about customer satisfaction? - What is customer value? - Talk is cheap. - Everybody has a customer. - Total quality and customer focus. Sub- Unit 1.2 Creating Value - The service triangle - Your customer value package - Cycles of value Sub- Unit 1.3 Know Your Customer - The platinum rule - The seven sins of service - The customer bill of rights - The stairway to customer value Sub- Unit 1.4 Empower People to deliver Customer Value! - Use all the brain power thats available - Lets put quality into work life - The deader as servant Sub- Unit 1.5 Nurture the Service Culture - The culture and values of quality - Six basic driving values Sub- Unit 1.6 Design and Align the Service Systems - Create seamless service system - Tame the bureaucracy Sub- Unit 1.7 Focus Your Business Strategy on Customer Value - We need a new quality model - Whos not the new model - Five secrets of the quality champions
Private & Confidential Total service quality
Handling Complaints and Enquires

Quality service now becomes an expectation yet many business organization have not been able to meet the service expectation of their customers. The result of this failure ranged from angry complaints, low staff morale and business losses. Companies, which have succeed in giving good service, have carved out their competitive edge. This module is design for candidates to upgrade their customer service skills. They will have the opportunities to see themselves as customer service personnel from a new prospective, gain knowledge and skills in handling difficult situations more effectively and appreciate the need to interact and communicate with customers more professionally, both internal and external, to provide excellent customer service . Course Contents Sub- Unit 1.1 Understanding Yourself and Your Customer - Developing the right mental attitude for effective customer service - Motivating yourself to be an achiever - Developing your own personality with the customer Sub- Unit 1.2 Identifying the Types of Difficult Customers - Why people complaints - The talker - The show-off - The doubter - The impatient customer Sub- Unit 1.3 Dealing with Difficult Customers - Frequent frustrations - Check frustrations and challenges - The secret of success - Listen for signals - Keep spotlight on the issue Sub- Unit 1.4 Turning Customer Complaints into Repeat Business - Check for frustration and challenges - Keeping the spotlight on the issue - The secret of success Sub- Unit 1.5 Creating Satisfied and Happy Customer. - Handling busy times - Anticipating and responding to customers needs - VIP treatment and service Sub- Unit 1.6 Customer Relations Skills - Skills and techniques - Handling difficult situations - Your role as a customer service personnel
Private & Confidential Applying positive strokes
Business Organisation
This module will provide candidate with an introduction into the complex world of business operations. It provides an overview of the separate functions and activities that concern managers in modern businesses. This module reflects modern concerns of business operations that involved a wide spectrum of issues and concepts that are important to a success of a business operations and management. Course Contents. Sub- Unit 1.1 Organisational Design and Structure - The importance of organisational structure and design - The relationship between structure and people - Various theoretical approach to organisational design and strcuture Sub- Unit 1.2 Organisational Chart - The value and importance of organisational chart - Organisational relationships - Span of control and scalar charts - Line and staff structure Sub- Unit 1.3 The Manager-Subordinate Relationship - Managerial and staff behaviour - System of management - Profile of organisational characteristics - Staff and customer satisfaction Sub- Unit 1.4 The Personnel Function - The importance of human resources - Human resources management - Employee relations - Staffing and planning Sub- Unit 1.5 The Execution of Work - Delegation, supervision and control - Authority, responsibility and accountability - The need for management control - Supervision and supportive relationships - The measurement of service quality - Performance appraisal Sub- Unit 1.6 Working with People - Behaviour and attitude - Cultural influences and concept - Perception - Team and teamwork

In the any businesses, communication and making your customer understand you is very important. English language is the commercial language that is widely being used. This module is designed to provide candidates with the basic business English that are being used in everyday office setup. The guidelines, practice exercise will train candidate to complete the programme successfully and enjoyably. The module content is designed to make you think and responding to situations in a business context, and about developing the skills and understanding in basic communication to deal with communication with customers, whether through verbal or non-verbal, letter, a memo and writing your resume when you apply for a job. Course Contents Sub- Unit 1.1 Greetings of Customers - Acknowledge customers - Greetings and offer of assistance - Getting feedback and asking questions - Asking about preference Sub- Unit 1.2 Describing Facilities - Telling customers about the hotel facilities - Operating hours and policies Sub- Unit 1.3 Giving Direction and Information - Landmarks - Distances in metrics systems Sub- Unit 1.4 Taking Orders - Talking about the amenities - Answering guests requests and enquires - Asking for guests permission to enter and clean the room - Recommendation and selling Sub- Unit 1.5 Business Letters - Format of a business letter - Use of appropriate style and tone - email Sub-Unit 1.6 Memos - Types and format of memos - Adopt and appropriate style and tone - Layout, language and paragraphing Sub- Unit 1.7 Resume - Cover letter
Private & Confidential Types of resume
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Private & Confidential WORK BASED TRAINING proposal submitted by Ms.

Futuristic Communication Management Services Sdn Bhd.

Futuristic Communication Management Services Sdn Bhd.

Private & Confidential

SKILL CERTIFICATE IN TOURISM ENTREPRENEURSHIP

Futuristic Communication Management Services Sdn Bhd.

Futuristic Communication Management Services Sdn Bhd.

Futuristic Communication Management Services Sdn Bhd.

Private & Confidential

Introduction to Tourism Industry

Futuristic Communication Management Services Sdn Bhd.

Private & Confidential

Private & Confidential Evaluating an opportunity

Futuristic Communication Management Services Sdn Bhd.

Private & Confidential

Professional Selling and Marketing

Private & Confidential Sample closes Closing the sale

Futuristic Communication Management Services Sdn Bhd.

Private & Confidential

Business Requirements & Commercial Skills

Private & Confidential Labour law & compensation

Futuristic Communication Management Services Sdn Bhd.

Private & Confidential

Basic Business English

Private & Confidential

Futuristic Communication Management Services Sdn Bhd.

Private & Confidential

Futuristic Communication Management Services Sdn Bhd.

Private & Confidential

SKILL CERTIFICATE IN RECEPTION OPERATIONS AND SERVICES

Futuristic Communication Management Services Sdn Bhd.

Futuristic Communication Management Services Sdn Bhd.

Futuristic Communication Management Services Sdn Bhd.

Private & Confidential

Introduction to Hospitality Industry

Best Impression in Hospitality

Private & Confidential

Futuristic Communication Management Services Sdn Bhd.

Private & Confidential

Private & Confidential

Futuristic Communication Management Services Sdn Bhd.

Private & Confidential

Professional Selling and Marketing

Private & Confidential

Futuristic Communication Management Services Sdn Bhd.

Private & Confidential

SKILL CERTIFICATE IN HOMESTAY OPERATION

Status Code Duration

Skills Certificate TOU 001 1 month English & Bahasa Malaysia

Private & Confidential

Entry Requirements Malaysian citizen 17 years and above

Futuristic Communication Management Services Sdn Bhd.

Private & Confidential

Introduction to Homestay Operations

Futuristic Communication Management Services Sdn Bhd.

Private & Confidential

Private & Confidential

Futuristic Communication Management Services Sdn Bhd.

Private & Confidential

Professional Selling and Marketing

Futuristic Communication Management Services Sdn Bhd.

Private & Confidential

Planning and Designing of Itineraries / Tour Packages.