Enhancing Excellence in Food and Beverage (F&B) Service

Introduction

This two-day training program aims to enhance the excellence of food and beverage service in the hotel by providing staff with the necessary skills and knowledge. Through a combination of theoretical sessions, interactive activities, and role-plays, participants will gain practical experience and improve their ability to meet and exceed guest expectations.

 

The objective of the "Enhancing Excellence in Food and Beverage Service" training is to equip hotel food and beverage staff with the necessary skills, and mindset to consistently deliver exceptional service to guests whist having the knowledge to manage cost and perform up-selling techniques to increase sales

Outcome

The training aims to achieve the following objectives:

⇒ Improve Guest Satisfaction: By enhancing staff proficiency in communication, service standards, and guest interaction, the training seeks to elevate guest satisfaction levels and foster positive guest experiences.
⇒ Increase Revenue through Upselling: By providing staff with comprehensive menu knowledge and upselling techniques, the training aims to increase revenue generation opportunities through suggestive selling and upselling of food and beverage offerings.
⇒ Enhance Team Collaboration: Through teamwork-focused activities and discussions, the training aims to strengthen collaboration and communication between front-of-house and back-of-house staff, fostering a cohesive team environment.
⇒ Ensure Compliance with Hygiene and Safety Standards: By educating staff on food safety and hygiene practices, the training aims to ensure compliance with industry standards and regulations, thereby promoting a safe and sanitary food and beverage environment.
⇒ Foster Continuous Improvement: Through feedback mechanisms and reflection exercises, the training aims to encourage a culture of continuous improvement among staff, empowering them to identify areas for growth and implement strategies for enhancement.

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No Topic Topic Description
1 Introduction to Food and Beverage Service Excellence
  • Importance of Food and Beverage Service in Hotel Operations
  • Improving Overall Hotel Reputation and Profitability
  • Teamwork and Collaboration
  • Effective Communication between Front and Back of House
2 Managing Guests
  •       Understanding Guest Expectations
  • Identifying Guest Preferences and Trends
  • Importance of Personalized Service
  • Activity: Guest Profile Role-play
3 Service Standards and Procedures
  • Establishing Consistent Service Standards
  • Implementing Efficient Service Procedure
  • Activity: Service Standards Quiz
4 Effective Communication in F&B Service
  • Verbal and Non-verbal Communication Skills
  • Handling Guest Inquiries and Requests
  • Activity: Communication Skills Role-play
5 Menu Knowledge and Upselling Techniques
  • Familiarizing with Menu Offerings
  • Techniques for Upselling and Increasing Revenue
  • Activity: Upselling Role-play
6 Handling Difficult Situations
  • Dealing with Guest Complaints and Resolving Issues 
  • Managing Stressful Situations with Professionalism
  • Activity: Difficult Situations Role-play
7 Hygiene and Safety Standards
  • Importance of Food Safety and Hygiene
  • Continuous Improvement and Feedback
  • Seeking Feedback from Guests and Peers
  • Identifying Areas for Improvement
  • Activity: Feedback Exchange – Peer Review and Improvement Planning
8 Final Assessment and Certification

 

  • Evaluation of Participant Learning and Skill Acquisition
  • Recognition of Achievement with Certification of Completion

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