*APPLICATIONS FOR THIS OPPORTUNITY ARE NOW CLOSED*
Service Excellence Training – 1st DAY
The programme covers the following topics:
- Topic 1: What is Service?
- Topic 2: The Tourism Industry
- Topic 3: Understanding Our Guests
- Topic 4: Guest Needs
- Topic 5: Communication
- Topic 6: Service Excellence
- Topic 7: Handling Complaints
At the end of this course, the learner should be able to:
- Explain the importance of service excellence
- Identify where the hospitality sector fits in the tourism industry
- Identify target guests, their needs and expectations
- Identify tourism products and the services they sell
- Communicate effectively with guests both verbally and non-verbally
- Deliver service excellence for guest satisfaction
- Handle guest complaints effectively
Waiter Training – 2nd Day
The programme covers the following topics:
- Topic 1: Why is a waiter so important?
- Topic 2 How to give great service
- Topic 3: Service equipment
- Topic 4: Cleaning
- Topic 5: Setting up for Service
- Topic 6: Service knowledge and skills
- Topic 7: Service Procedures
- Topic 8: Take-away orders
- Topic 9: Clean and Close the Restaurant
At the end of this course, the learner should be able to:
- Identify the role of F&B staff / waiters
- Knowing the importance and aspects of service
- Prepare the restaurant for F&B service
- Execute the guest cycle accordingly
- Understand the importance of service standards and the linkages with the guest cycle
- Clean the restaurant properly with the right materials
Participant profile: youth with working experience in hotels, lodges and restaurants with minimum education level: ability to speak, read and write in English up to at least Grade 8 level