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

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.

Expert

Mohamad Kamil Bin Rohman

Mohamad Kamil Bin Rohman is a highly accomplished corporate trainer with a proven track record of creating impactful training solutions tailored specifically for F&B and kitchen establishments. With over 7 years of dedicated experience, Kamil has played a pivotal role in enhancing the professional development of employees in renowned companies, such as The Chicken Rice Shop, Dolly Dim Sum, Kuala Lumpur International Hotel, Ippudo Ramen, and more. Kamil's expertise lies in designing and delivering training programs that directly address the unique challenges and opportunities within the F&B and kitchen sectors. His training initiatives encompass a wide range of topics, including suggestive selling, up-selling skills, customer service-profit chain, managing guest expectations, handling difficult guests, maintaining service standards, and effective communication. In his roles as a trainer and consultant, Kamil collaborated closely with F&B and kitchen establishments to identify specific training needs. His role extended beyond traditional training to hands-on involvement in shaping operational strategies that directly contributed to the success of companies. Kamil's training interventions have consistently led to tangible improvements in service quality, customer satisfaction, and financial performance for the establishments he has worked with. His ability to bridge the gap between front-of-house and kitchen operations has been a key factor in creating holistic and effective training solutions. Kamil has successfully conducted training sessions for a diverse range of F&B and kitchen establishments. His experience with these well-known brands is a testament to his ability to adapt training programs to suit the unique needs of each establishment. Kamil holds a Master's degree in Business Management from the University of Malaysia Pahang, complementing his academic background in accounting. His commitment to continuous learning ensures that his training methodologies are informed by the latest industry trends and best practices. With a wealth of experience in shaping the success of prominent F&B and kitchen companies, Mohamad Kamil Bin Rohman is a trainer who brings not only theoretical knowledge but also practical insights to the table. His tailored approach, combined with a deep understanding of the intricacies of the industry, positions him as a valuable asset for any organization seeking transformative and industry-specific training solutions.