Food & Beverage (F&B) Service Skills

Introduction

In today’s highly competitive food and beverage industry, delivering exceptional service and flawless operations is the key to standing out. This hands-on workshop is designed to equip participants with essential skills and practical insights to efficiently manage restaurant operations while ensuring outstanding guest experiences.

Throughout the workshop, you’ll explore fundamental service principles and learn how to anticipate and exceed customer expectations, transforming ordinary visits into memorable dining experiences. The program combines engaging presentations, immersive videos, and collaborative group discussions to deepen your understanding and enable you to apply best practices in real-world scenarios. Whether you're new to the industry or seeking to refine your skills, this workshop offers a fresh, current approach to mastering the art of food and beverage management.

Outcome

At the end of this program, participants will be able to:

- Understand their roles and responsibilities as service staff
- Prepare the mise-en-place before service
- Demonstrate the service techniques during the day-to-day operations
- Follow the standard service sequence to ensure the consistency of servic
- Identify and respond to customer needs
- Apply G.U.E.S.T.S Care
- Understand the 4 elements of Total Dining Experience

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No Topic Topic Description
1 INTRODUCTION
  • Welcome learners and icebreaker activities
  • Overview of the programme
2 FOOD & BEVERAGE SERVICE STAFF
  • Your Roles & Responsibilities
  • Personal Appearance
  • Personal Qualities
  • Proper Work Etiquette
  • Personal Hygiene
3 TOTAL DINING EXPERIENCE
  • Managing Product
  • Managing Service
  • Managing Ambience
  • Managing People
4 MISE EN PLACE
  • Wiping of Cutleries
  • Wiping of Glassware
  • Laying of Table Cloth
  • Side Station Setting
  • Table Setting
  • Napkin Folding
5 SERVICE TECHNIQUES
  • Changing of Ashtray
  • Handling of Service Gear
  • Handling of Tableware
  • Changing Cutlery
  • Handling of Trays
  • Carrying & Clearing Plates
  • Carrying Glasses
6 BACK TO BASICS CUSTOMER SERVICE
  • G.U.E.S.T.S CARE
  • Types of Guests
  • Understanding Guests Needs
7 SEQUENCE OF SERVICE (PART 1)
  • Greeting Guests
  • Ushering & Seating Guests
  • Offering Menu
  • Taking Beverage Order
  • Placing the Order
  • Picking up & Serving the Beverage
8 SEQUENCE OF SERVICE (PART 2)
  • Up-selling or Suggesting the Menu
  • Taking Food Order
  • Placing the Order
  • Setting the Table
  • Serving the Bread or Other Condiments
  • Picking Up & Serving the Order
9 SEQUENCE OF SERVICE (PART 3)
  • Clearing the Food and Condiments
  • Crumbing the Table (option)
  • Presenting the Menu for Dessert
  • Taking the Dessert Order
  • Placing the Dessert Order
10 SEQUENCE OF SERVICE (PART 4)
  • Picking Up & Serving the Dessert Order
  • Clearing the Plate
  • Presenting the Bill
  • Biding Farewell
11 SERVICE FLOW & ATTENTIVENESS
  • Wasted Motion Means More Work
  • Handling Buffet Operations Effectively
  • Thinking & Planning of Service
  • 3 Visions of Service

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