Phone: 082 774 2164

How Can We Help You?



Customised SOPs

Customized Standard Operating Procedures, Virtual GM, Implementation of SOPs and staff training: 

Too often hoteliers rely on procedure documents that are either outdated or too general for the specific establishment. We write customised procedures that are easily understandable and very detailed, aimed at educating any new staff member without unnecessary intervention from management, saving time and making the induction of new staff members more efficient. Well written procedure documents also ensure that standards are kept and what you intended initially, is executed eventually. Contact us for a quote based on your property specifications. (Click here to Request a Quote)

Training & Development

Training presents a prime opportunity to expand the knowledge base of all employees. Training and development it provides both the company as a whole and the individual employees with benefits that make the cost and time a worthwhile investment.

With the above in mind we offer an operational element to complement our already efficient SOP’s, tailored to your establishment. Our passionate and dedicated team, collectively with over 20 years experience, will place tremendous care in applying a geniune, hands-on, quality and personal experience when acting as trainer to a team or mentor to your up and coming hospitality professionals.

Training can be done on-site or at our offices, depending on your requirements. (Click here to Request a Quote)



2 days per week for 8 weeks
R3000 per person, payment plans available
Contact us today to book your seat for the next course, starting 17 October 2016


Understanding Hospitality service and the functions of a working hotel


The main function of businesses in the hospitality industry is to SERVE PEOPLE whether it's food, lodging or a combination of these and other services. The importance of employee training and development in hospitality can’t be overstated, because every job ultimately aims for guest satisfaction. Workers in every facet of hospitality, from dishwashers to managers and owners, affect the guest experience. Without proper training, employee-guest encounters can go off track, affecting your bottom line. It is with the above as an overall theme that we have structured a short course in Hospitality.

Key focus areas:

Front Office:

Sometimes the only direct contact a guest has with a hotel, this department is made up of Reception, Switchboard, Porters and Duty Managers who are responsible for guest check-in, accounting, checkout etc.

Some key topics that is covered:

  • Guest check-in
  • Guest checkout
  • Managing cash
  • Creating guest rapport
  • Managing challenging guests 


This department manages the administration of bookings for guests wishing to stay at the hotel. A vital part of Reservations is a sales function as well as processing bookings on the hotel’s property management system.
Some key topics that is covered:

  • Types of reservations
  • Confirmation policies
  • Sales techniques
  • Efficient correspondence with guests


Banqueting teams manage all conference and function bookings at a property, from setup, food & beverage service to breakdown.
Some key topics that is covered:

  • Group preparation & setup
  • Types of setup
  • Types of functions
  • Serviette folds 


Waiters serve guests food & beverage in the restaurant and form part of the Restaurant team.

Some key topics that is covered:

  • Preparing for arrival of guests
  • Table settings
  • Wine service
  • Food service


The Housekeeping department keeps the hotel clean and comfortable so as to create a home away from home for guests. Good housekeeping is considered the backbone of a hotel as its main aim is to provide a clean comfortable, safe and aesthetically appealing environment.
Some key topics that is covered:

  • Making a bed
  • Carpet care
  • Vacuum use
  • Safe lifting


Maintenance is responsible for the management of services and processes that support the core business. They protect the integrity of the building through maintenance of building structures, fixtures and fittings.

Some key topics that is covered:

  • Routine activities
  • Preventative maintenance
  • Scheduled annual maintenance


It is the moral and legal responsibility of a hotel to protect its guests and the property against threats posed by human beings with a conscious intent to harm them. The Security department of the hotel is responsible for the overall security of the building, in- house guests, visitors, day users and employees of the hotel.Some key topics that is covered:

  • Importance of Security
  • Role of Security
  • Role of Security staff in guest welcome

Hotel Property Management System: Opera

Equally important to the employees of a hotel is the property management system is runs on. This is the backbone of the business and interfaces with the accounting system. Our training covers Opera v4 training – this is the system used by most hotels in South Africa.
Some key topics that is covered:

  • Guest profiles
  • Reservations / Group bookings
  • Housekeeping tasks
  • Front Desk functions
  • Cashiering
  • Night Audit

Click here to download the pdf document

Hotel Grading Preparation

Hotel Grading is important as it classifies your property’s quality, it is often the first impression a customer sees and can play a major role in how guests decide between properties when booking. Reaching the grading level you want or improving your grading level can be a daunting task for any property. At Maze we can support you in reaching your grade by applying our experience and knowledge of the grading requirements. (Click here to Request a Quote)

Hotel PMS Training

We offer a variety of courses, combining theory and practical examples. The courses, ranging from Front Desk, Housekeeping, Reservations etc were created in collaboration with hotels and aligned with the most popular management systems. (Click here to Request a Quote)

Mystery Shoppers

We measure the guest experience and our professional mystery shoppers can help you ensure accountability. After the feedback is collected , we assist your brand to set relevant benchmarks, provide significant and a meaningful action plan to enhance your product. (Click here to Request a Quote)

Get in Touch!

061 489 0285

FEDHASA Maze  CTT member pantone transp

Join our Newsletter

For all the latest news and info