Food and Beverage (F&B) Skills + Customer Service Excellence

Food and Beverage (F&B) Skills + Customer Service Excellence

Introduction

In the dynamic and competitive Food and Beverage (F&B) 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 an in-house program with a series of 19 fully customisable training modules. These modules (or topics) are thoughtfully crafted to ensure participants gain actionable insights that can be immediately applied in their roles, while minimising disruptions to daily operations. Whether you’re aiming to train new staff, elevate service standards, boost guest loyalty, or drive revenue growth, this program allow you to select your desired learning outcomes, for smarter targeted learning.

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 the exception of the Practical Role-Play, a 3-hour immersive Full Service Sequence exercise.

This flexible format allows HR, Training and Learning & Development (L&D) specialists to customise the program by selecting only the topics most relevant to their needs. Simply hit 'Get Proposal' for a full 3-day course, or select topics that interests you (to shorten the duration and manage costs to better fit your budget) and click 'Get Quotation' for an customised in-house proposal. It’s that easy!

Outcome

The learning outcome will depend on the topic chosen. For customised content creation, we recommend selecting any 4 topics, combined with the 3-hour Full Service Sequence exercise (Topic 19), to create a comprehensive 1-day course. This structure ensures a well-rounded learning experience while maintaining flexibility to address specific training needs.

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

No	Topic	Topic Description
1	Introduction to F&B Excellence	Master the fundamentals of the food and beverage industry. Explore the diverse roles and responsibilities in F&B. Understand customer expectations and how to exceed them. Build a foundation for creating memorable guest experiences.
2	Food Safety and Hygiene	Learn critical food safety practices to protect guests. Understand regulations and how to maintain compliance. Identify and prevent common foodborne illnesses. Implement sanitation protocols to build guest trust.
3	Understanding Menu and Taking Order	Gain in-depth knowledge of menu items and their ingredients and preparation. Learn order taking techniques and how to describe dishes in an enticing way. Use menu knowledge to personalize recommendations for guests. Understanding dietary restrictions and offering suitable alternatives. Pairing food with appropriate beverages.
4	Table Set-up Essentials	Understanding table setup for various dining (e.g., breakfast, lunch, dinner) or occasion (e.g., formal, casual). Familiarize with the standard components of a place setting: cutlery, crockery, glassware, napkins and linen. Side table setup and purpose for guest convenience and service efficiency. Practice table setting and serving techniques.
5	Foundations of Exceptional Customer Service	Develop skills to create warm, welcoming interactions. Understand the power of body language and tone. Learn to handle inquiries and complaints with grace (online/off-line). Build rapport to encourage repeat visits and receive recommendations (online/off-line).
6	Communication Skills for F&B Professionals	Effective verbal and non-verbal communication techniques. Active Listening and Responding to Guest Needs. Effective Team Communication in the F&B Environment. Front-of-the-house and Back-of-the-house communication.
7	Basic Beverage Knowledge and Service	Explore the world of beverages, from coffee to cocktails. Learn wine pairing and service techniques. Master responsible alcohol service to ensure guest safety. Use beverage knowledge to make recommendations and enhance guest satisfaction. Practice opening different beverage bottles and how to prepare, serve and clear.
8	Service Recovery and Handling Difficult Situations	Understanding the Importance of Service Recovery on guest satisfaction, and loyalty. Strategies to handle inquiries and resolving guest complaints professionally. Turning Negative Experiences into Positive Outcomes. Implementing feedback for continuous improvement. Build guest loyalty through effective problem-solving.
9	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.
10	Building Guest Loyalty and Retention	Learn strategies to create unforgettable guest experiences. Use personalization to build emotional connections. Master the art of handling VIP and repeat guests. Implement feedback systems to continuously improve.
11	Alternative Revenue Through Technology and Innovation	Identify important touch-points in your establishment for alternative revenue streams. Create value-added offers and add-on's using technology. Use of data analytics to track customer preferences, sales trends and opportunities. What's current, stay current and innovate to stay ahead in the F&B competitive market.
12	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.
13	Leadership in F&B Service	Leading by example to inspire others. Developing leadership qualities within the team. Motivating staff to achieve service excellence. Managing performance and providing feedback. Resolve conflicts and build a positive workplace culture. Create career growth opportunities to retain top talent.
14	Current Trends in F&B	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.
15	Advanced Beverage Service	Advance knowledge of wines, spirits, and cocktails. Mastering the art of beverage presentation and mixology. Understanding beverage pairings with menu items. Educating guests on premium beverage selections.
16	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.
17	Quality Assurance and Continuous Improvement	Maintain high standards through regular audits and evaluations. Implement quality control measures to ensure consistency. Train teams to deliver excellence at every touchpoint. Foster a culture of continuous improvement.
18	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.
19	Practical Role-play - Full Service Sequence (3-hours)	Real-World Simulations: In a restaurant or create a mock dining environment. Participants practice full-service scenarios from start to finish. Participants take turns playing the roles of servers and guests to practice each stage of service. Timed Drills: Set time limits for tasks like setting tables, taking orders, and clearing plates to build speed and efficiency. Feedback Sessions: After each activity, provide constructive feedback on performance, highlighting strengths and areas for improvement. Practical Training Activities and Role-Playing Scenarios as follows: First Impressions: Welcoming guests and greeting techniques. Seating guests: Present menus and taking orders. Menu knowledge: Practice describing menu items confidently, know your ingredients, preparation methods, and recommendations. Special requests: Handle dietary restrictions, allergies, and preferences. Serving food: Table service techniques, learn how to carry multiple plates safely and elegantly. Beverage service: Practice opening different types of bottles (wine, champagne, etc) and pouring techniques without spills or overfilling. Up-selling: Practice suggesting additional items (e.g: desserts, drinks) in a natural and non-intrusive way. Handling requests: Simulate scenarios where guests ask for extra items (e.g: condiments, napkins) and respond promptly. Dealing with Challenges (e.g: spills, accidents, delays, food complaints): Role-play scenarios to practice resolving conflicts professionally. Crumbing and clearing tables: Learn how to crumb tables and practice removing plates, glasses, and cutlery without disturbing guests. Handling payments and farewells: Role-play presenting the bill discreetly and processing payments accurately. Thanking Guests and Inviting Return Visits: Practice sincere farewells and learn tactics on how to encourage guests to return.