Hospitality Skills – Duration 1 Day
Aim:
To explore the effectiveness of team working and how this will benefit any business operation. The course will help to build high performance, multi-skilled teams and will explore the purpose and processes of effective teams.
Super Service
- What is important to your customer?
- Appearance, approach and attitude
- Acknowledging and greeting the customer
- Engaging the customer
Identifying Customer Requirements
- Showing sincere interest by asking questions
- Demonstrate great product knowledge
Provide Great Service and Selling Skills
- Concentrate on providing service beyond the customers’ expectations
- Paying attention to the little things
- State customer requirements and match product benefits to them
- Demonstrate confident up-selling techniques
Practical Skills
Preparation for service, laying table, handling equipment, clearing of food service equipment, seating customers & taking orders, correct service procedures, menu knowledge, presentation, clearing tables, presentation of bill, reservations,
Dealing with Complaints
- The technique, who’s team are you on?
Manage the Customers Departure
Last impressions are as important as the first
Objectives:
Delegates will be able to:
- State why first impressions are crucial to super service
- Identify things that can enhance customer experience and surprise them
- Anticipate customer requirement s and eliminate service irritants
- Recognise and practice the important of the customer departure
Assessment & Certification:
Internal company assessment and certification
Duration
1 Day