Food and Beverage (F&B) Skills and Customer Service: A Modular Approach to Service Excellence

Food and Beverage (F&B) Skills and Customer Service: A Modular Approach to Service Excellence

Introduction

In the dynamic and competitive service industry, where shift-based staffing is the norm, maintaining high service standards while delivering exceptional customer experiences is a continuous challenge.

Recognising these unique operational demands, Professionals Asia, with our expertise in program customisation and instructional design, has developed a series of fully customisable training modules. These modules are thoughtfully crafted to ensure participants gain actionable insights that can be immediately applied in their roles, driving measurable improvements while minimising disruptions to daily operations.

Customisable Content for Targeted Skill Enhancement

The beauty of this program lies in its flexibility and customisability. Designed for shift-based teams, each topic is structured as a 1-hour session, with all 14 topics forming a full 2-day program. We recommend selecting a minimum of 7 topics to create a full-day course, and to accommodate operational needs, the course can be delivered in two half-day sessions on alternate days, allowing staff to immediately apply what they learn upon returning to work.

Simply select the topics that best align with your team’s learning objectives and click 'Get Quotation.' We’ll craft a tailored program that targets specific skill enhancement needs while ensuring scheduling flexibility. It’s that easy!

Select to design your own content and request for a customized quotation

No	Topic	Topic Description
1	Fundamentals of F&B Service	The Importance of First Impressions Understanding different service styles (e.g., plated, buffet, family-style) Proper table setting techniques for various dining experiences Effective communication with guests and team members
2	Communication Skills for F&B Professionals	Effective verbal and non-verbal communication techniques. Managing guest complaints and turning them into opportunities. Active Listening and Responding to Guest Needs Effective Team Communication in the F&B Environment
3	Menu Knowledge and Description	Familiarity with menu items and ingredients Describing dishes appealingly to guests Understanding dietary restrictions and offering suitable alternatives Pairing food with appropriate beverages
4	Order Taking and Accuracy	Techniques for precise order taking Confirming orders to prevent errors Coordinating with kitchen staff for timely service Addressing discrepancies with integrity
5	Service Recovery and Handling Difficult Situations	Understanding the Importance of Service Recovery on guest satisfaction, and loyalty. De-Escalation Techniques for Challenging Situations. Turning Negative Experiences into Positive Outcomes. Strategies for resolving guest complaints professionally. Implementing feedback for continuous improvement
6	Up-Selling and Cross-Selling Techniques	The psychology of up-selling: understanding guest behaviors. Subtle Suggestive selling techniques to influence guest choices without being pushy. Using menu descriptions to guide decisions and promote add-on order. Strategies to educate guests and promote premium menu items. Techniques to ensure repeat visits and referrals.
7	Teamwork in the F&B Environment	The role of collaboration in delivering seamless service. Building a team culture focused on excellence and accountability. Optimising workflows to handle busy periods efficiently. Maintaining service quality under pressure.
8	Revenue Management Basics for F&B	Key concepts of revenue management and their application in F&B. Balancing pricing strategies with guest satisfaction. Leveraging technology to improve service efficiency and personalisation. Examples of tools and platforms enhancing guest experiences.
9	Leadership in F&B Service	The importance of Supervisory Skills Developing leadership qualities within the team Motivating staff to achieve service excellence Managing performance and providing feedback Leading by example to inspire others
10	Trends in F&B Service and Customer Expectations	Current and emerging trends shaping the F&B industry. How to adapt services to meet evolving guest demands. Health, Wellness, and Sustainability Trends. The Influence of Social Media on Guest Expectations.
11	Advanced Beverage Service	Basic knowledge of wines, spirits, and cocktails Mastering the art of beverage presentation Understanding beverage pairings with menu item Educating guests on premium beverage selections
12	Understanding Emotional Intelligence (EQ) in Service Excellence	Emotional Intelligence in Guest Interactions Building Stronger Connections Through Empathy Recognising and managing emotions for better guest interactions. Managing Stress and Staying Composed Under Pressure Turning Emotional Insights into Service Excellence
13	Evaluating Service Standards and Gathering Feedback	Defining and Measuring Key Service Metrics Methods to measure service quality and identify improvement areas. Methods for Collecting Guest Feedback Analysing Feedback for Continuous Improvement Empowering Teams with Feedback Insights
14	Sustainable Practices in F&B	Identifying opportunities to go green Implementing eco-friendly service practices Educating staff and guests on sustainability efforts Reducing waste through efficient resource management Promoting sustainability as a core service value