Mastering Food & Beverage (F&B) Excellence: Elevate Your Service Skills

Introduction

The "Mastering Hospitality Excellence: Elevate Your Service Skills" course is a dynamic and comprehensive 2-day program designed to empower food & beverage professionals with advanced skills in suggestive selling, up-selling, and customer service. This course goes beyond traditional training by integrating practical techniques, industry insights, and real-world scenarios to create a paradigm shift in how participants approach service delivery. 

Course Objectives: 

 

1.     Suggestive Selling and Up-Selling Mastery: 

·       Equip participants with advanced techniques for suggestive selling in F&B. 

·       Develop up-selling skills to recommend higher-value menu options. 

·       Foster collaboration between front-of-house and kitchen staff for effective execution. 

 

2.     Building a Customer-Centric Ecosystem: 

·       Understand the Customer Service-Profit Chain and its impact on business success. 

·       Learn strategies for managing guest expectations and exceeding them. 

·       Develop skills in handling difficult guests with grace and empathy. 

 

3.     Maintaining and Elevating Service Standards: 

·       Define and establish service standards for both front-of-house and back-of-house. 

·       Implement continuous improvement strategies to maintain excellence. 

·       Create audit and feedback mechanisms for consistent service quality. 

 

4.     Effective Communication in a Hospitality Setting: 

·       Develop strong communication skills within the team. 

·       Bridge the communication gap between front-of-house and kitchen staff. 

·       Enhance overall communication effectiveness in a hospitality environment. 

 

Methodology:

 

·       Interactive Sessions: Engaging discussions, role-playing exercises, and group activities to reinforce theoretical concepts. 

·       Case Studies: Real-world examples and case studies from the hospitality industry for practical application of skills. 

·       Workshops: Hands-on workshops for menu engineering, crafting compelling narratives, and communication role-play. 

·       Expert Insights: Guest speakers and industry experts sharing insights and best practices. 

·       Networking Opportunities: Facilitated opportunities for participants to connect, share experiences, and learn from each other. 

·       Action Planning: Practical application of learnings through individual and team action planning for immediate implementation. 

 

Target Audience: This course is ideal for: 

 

·       Front-of-house staff, including servers, hosts, and managers. 

·       Back-of-house staff, including chefs, cooks, and kitchen managers. 

·       F&B professionals seeking to enhance their skills in suggestive selling, up-selling, and customer service. 

·       Individuals and teams aiming to create a customer-centric culture and improve overall service standards in their establishments.  

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No Topic Topic Description
1 Selling and Up-Selling Mastery
  • Introduction to the power of suggestive selling and up-selling in enhancing customer experience and increasing profitability. 
  • Understanding customer psychology and the art of creating a positive first impression. 
2 Suggestive Selling Techniques in F&B
  • Techniques for effectively suggesting additional menu items. 
  • Tailoring suggestions to match customer preferences and dietary restrictions. 
  • Role-playing scenarios for hands-on practice. 
3 Up-Selling Skills for Front-of-House
  • Strategies for recommending higher-value menu options and upgrades. 
  • Creating compelling narratives around premium offerings. 
  • Case studies and group discussions on successful up-selling scenarios. 
4 Aligning Kitchen Operations for Successful Sales
  • Collaboration between front-of-house and kitchen staff for seamless execution. 
  • Menu engineering and designing visually appealing dishes to support sales initiatives. 
  • Interactive workshop on crafting menu items that naturally lend themselves to up- selling. 
5 Customer Service-Profit Chain
  • Exploring the interconnectedness of exceptional customer service and increased profitability.
  • Identifying touchpoints in the customer journey where service excellence leads to enhanced revenue. 
6 Managing Guest Expectations
  • Effective communication strategies to set accurate expectations. 
  • Handling wait times, special requests, and potential delays proactively. 
  • Real-life case studies on managing and exceeding guest expectations. 
7 Handling Difficult Guests with Grace
  • Techniques for de-escalating challenging situations diplomatically. 
  • Empathy-driven problem-solving and conflict resolution. 
  • Role-playing exercises for practical application. 

8 Maintaining and Elevating Service Standards
  • Defining and establishing service standards for front-of-house and back-of-house. 
  • Continuous improvement strategies for maintaining excellence. 
  • Auditing and feedback mechanisms to ensure consistency. 
9 Effective Communication in Food Service Setting
  • Developing strong communication skills within the team. 
  • Bridging the communication gap between front-of-house and kitchen staff. 
  • Communication role-play exercises to enhance real-world application. 
10 Culmination and Action Planning
  • Recap of key learnings from the course. 
  • Individual and team action planning for immediate implementation. 
  • Q&A session and open forum for sharing insights and challenges. 

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