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

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

Expert

Amerjit Singh

Amerjit Singh specializes in F&B hospitality F&B service. Have been in hospitality industry for 30 years. Completed Diploma in Hotel Management (1996), Masters in Management (2015) and Train the Trainer certification (2022). Currently runs and manage Ameryouges Knowledge Centre and freelance trainer. Specializes in food and beverage operations, supervisory and management skills. Started as a waiter in 1985 in the best fine dining restaurant (The Chalet) at Equatorial hotel Kuala Lumpur. This was where I develop my skills in food & beverage. Was F&B manager with some of the prestigious hotel and golf club and my last position in the hospitality industry was F&B Manager (Acting Resort Manager) at Corus hotel Port Dickson. Have been a MFBEA (Malaysian Food & Beverage Executives Association) as a committee for the past 4 years. Have been involved with hospitality events such as FHM 2019, 2022 and MAHA 2022 under MFBEA. Part of the judging team (table setting and flambe) for the upcoming FHM Culinaire 19th – 22nd September 2023. Lecturer with Inti Colleges and Universities Subang, from 2015-2023. Completed task of a consultant for EQ hotel “Chalet Pop Up” food promotion in August 2022 and 2023. Carried out trainings for the following prestigious brands: Snow Flakes Sdn Bhd - Managing priorities and setting guest expectations Potager Fine Dining Bamboo Hills- Basic F&B Service Skills Equatorial Hotel Sdn Bhd – Fine Dining Service Standards Equatorial Hotel Sdn Bhd – Advance Fine Dining Skills Potager Fine Dining Bamboo Hills – Beverage Knowledge and Bartending Skills SplashMania@Gamuda Cove – F&B Service skills MAHTEC – Transformation of Food safety and Hygiene in hospitality Industry Very passionate in sharing my experience and knowledge with passionate young hospitality industry players for their career development in this industry. Subjects that I specialized and have vast knowledge in and passionate to share and guide are: Supervisory in hospitality industry Basic F&B skills F&B restaurant operations F&B Management skills Hygiene practices in hospitality industry Understanding and explaining profit and loss statement F&B upselling technique Dining etiquette in fine dining restaurant (Corporate executive and above) Fine dining service standard Advance fine dining skills F&B service excellence and service recovery Service excellence in hospitality industry Effective Leadership and communication skills Loss prevention and inventory in F&B outlets Banquet set up and service workshop