Food & Beverage (F&B) Service Skills

Food & Beverage (F&B) Service Skills

Introduction

This workshop provides participants with practical skills and knowledge for the effective running of restaurant operations. It presents basic service principles while emphasizing the importance of meeting the needs and, whenever possible, exceeding the expectations of guests. This comprehensive workshop utilizes formal tutorial input illustrated with presentation material, videos and group discussions.

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

Expert

Roy Cheng

Armed with a Master in International Hospitality Management from University of Toulouse, France, Roy brings with him 25 years of diversified experiences in the hospitality industry. He has been involved in the field of hotel management, food & beverage, training and development, and consultancy. Roy has been awarded the Certified Hospitality Trainer designation by the Educational Institute of the American Hotel and Lodging Association. Roy is currently representing Malaysia as the ASEAN Master Trainer for Food & Beverage Services Division certified by William Angliss Institute of Australia. Roy was the Director of People Development & Quality for a large integrated 5 Star resort in Malaysia and as Vice President of Education & Training Development of the Malaysian Food & Beverage Executives Association (MFBEA). He is currently appointed by the Ministry of Tourism as the member of the inspection team for the Malaysian Star Rating of Hotel. Roy is also the consultant trainer for the Malaysian Association of Hotels Training and Education Centre (MAHTEC). Roy has been certified as ServSafe Instructor and Proctor for the National Restaurant Association Educational Foundation (NRAEF) of USA and also a certified trainer for Basic Food Handler programme accredited by the Ministry of Health Malaysia.