Transcript HOSPITALITY TRAINING - Restaurant Association of South Africa

Michellecorp
Hospitality Academy
The Food Service Industry
Market Target and the key role
to the industry
Food Service training and service standards are on a decline. The trend in food and
beverage in South Africa is toward more casual dining alternatives but does that
mean we have to accept less waiter training and a more casual food and
beverage service standard.
My objective is to provide learners with academic and practical skills required for a
successful career in the hospitality industry. In many cases, employees require
’’refresher training’’, young individuals require introductory training or
entrepreneurs require industry knowledge – simply to strengthen basic
principles of the industry
I will start from waiter trainings basic service rules to make sure all of the trainees
have a base of knowledge then will build on that base until proper service is
second nature to your waiter
The waiter training course is designed to train new / current and prepare / refresh
them for the hospitality industry. The course is conducted over 5 days and 9
hours of training that includes theory and practical sessions. All the
courses are presented by a PowerPoint presentation and each trainee
receives a manual of all the training.
The staff will write a test on the fifth day to see where is fault with their
understanding of the training.
I have out lined the benefits as why you should train on an entry level for the
hospitality industry and as well as training your staff from your establishment.
Training and your
Establishment
PROJECTED GROWTH FOR HOSPITALITY INDUSTRY IN 2011
The gradual improvement in 2011, according to the National Restaurant
Association’s 2010 Restaurant Industry Forecast released last year.
Industry sales are projected to reach R189 Billion in 2009, a 5 percent
increase from just less than 5% in 1994 to an estimate of 7.7% in 2010, and
the sector was well positioned to be leading avenue to address
unemployment.
Restaurants will continue to be strong contributors to the recovery of the
nation’s economy, with industry sales representing 10 percent of the South
Africa gross domestic product and employees comprising 15 percent of the
South African Workforce
President Jacob Zuma said at the Global Leaders for Tourism Campaign 4th
May 2011 that they aim to increase the number of foreign tourist arrivals to
South Africa from seven million in 2009, to 15 million by 2020. Speaking at
the signing, Tourism Minister Marthinus van Schalkwyk said international
tourism forecasts showed the sector was set to soar.
Why train your staff for your
establishment…
Happier and better staff
 Increased staff retention
 Easier to attract and recruit stars
Greater Consistency
 Ability to manage complexity
 Aligned with wider business
strategy
Enhanced corporate Capability
 Corporate memory captured
 Contributes to overall capability
Better outcome
 Less Cost
 Less Risk
Competitive Advantage
 Higher quality work
 Better equipped to managed
change
Greater Productivity
 More consistent approach
 Fewer mistakes and less
reworking
Improved Professionalism
 More consisting approach
 Greater stakeholder support
 Better team work
You and the hospitality
Entry-Level: This is where you start; the experience and skill you
will gain in these positions can prepare you for advancement in
your career. Typically the tasks are related to your position and
are a valuable component to the success of the hospitality entity.
A career in the hospitality industry can be very rewarding and will
take you along paths you may never have considered.
The hospitality industry can be very exciting and glamorous, and it
will afford you the opportunity to travel and work with thousands
of people. Each day is different from the previous day. New
challenges and increasing job opportunity is what makes the
Food and Beverage industry so great and why it has survived for
so many years.
Knowledge is the lifeblood of
any business
Better Performance

More productive and effective

Better results for all
Enhances Status

Greater recognition

Builds transferable skills sets
Improved Career prospects

Feeds promotion and status

Triggers rewards
Develops skills base

Builds competency

Expands capability
Greater confidence

Feel pride and fulfillment

Empowerment
Introduce professional Community

Builds networks

Learn for others
Increases professional attractiveness

Creates opportunities

Builds transferable skills sets
Food Service Courses
Prepare and Clear areas for
table service
Prepare and clearing areas for table service
Ensure that linen and service items ready for service

- Linen

- Service items and equipment
Common Napkin Folds
Preparing and storing condiments and
accompaniment

- Salt and pepper

- Butter

- Sauces and dressings

- Sugar and sweeteners

- Storage of condiments and
accompaniments
Refuse and Waste
Dining furniture for food service

- Restaurant Service

- Chairs and Tables
Types of service

- Restaurant service

- Functions and Banquets
Table Setting for food service

- Type of table setting

- Setting table d’hote

- Setting the banquet cover

- Setting the a la carte cover
Menu for customer service
Organized and Efficient Service
Clearing, Cleaning and Storing service items

- Clearing service equipment

- Turning off service equipment
Linen for dispatch to laundry / storage
Storing food items, condiments & accompaniments
Disposing of rubbish & waste food
Cleaning and storing service items and equipment

- China

- Cutlery

- Glassware
Leaving dining and service areas clean and tidy

- Dining area

- Service area
Cleaning dining and service areas
Provide a table service
Provide a table service

- 9 steps to success at table service
Greeting and dealing with customers in a
polite and friendly manner
Identifying customers needs and requirement

- Customer with bookings

- Customer without bookings
Escorting customers to an appropriate table
or waiting area

- Opening the customers napkins
Presenting menu to customers
Providing accurate information on individual
dishes
Translating Menu
Politely guiding customers to an appropriate
choice
Working in an organized and efficient manner
Providing customers with the correct table
items for the food to be served

- Adjusting the cover
Using appropriate service methods to serve
food

- Use of service cloth

- Use of the underliner

- Use of trays or trolleys

- Use of service cutlery, silverware
and dishes

- Serving customers orders

- Carrying plates
Food served of type, quality and quantity
required

- Serving and arranging food
Disturbance to customers
Dining area and service areas tidy
Soiled and unrequited service items

- Two plate clearing method

- Three plate clearing method

- Clearing Glassware

- Changing ashtrays

- Clearing Condiments

- Crumbing down
Dealing appropriately with spillages and
breakages

- If a customers is directly affected
Removing and replacing spoiled table linen
Maintaining Sufficient stock of clean linen,
service items, condiments and
accompaniments
Emptying and cleaning refuse and waste
containers
Maintain table service
Company Procedures

Staffs service to customers

Staff training

Motivation staff

Providing a table service

Monitoring service standard

Staff failure to maintain standard

Disciplinary Measure
Preparation of table service

Critical success factor

Appearance of the restaurant

Service and presentation

Inspecting equipment for service

Presenting of Food and Beverages

Improving food and beverage sales

Preparing for customers

Planning a table service

Liaising with staff
Customer Care

What is customer care

Providing customer care

Dealing with customers complaints
Equipment Maintenance

Equipment maintenance

Maintaining Hygiene

Cleaning of service equipment

Cleaning and Clearing customer areas

Replenishing Facilities for customer area
Prioritize, Delegate and Organize Work

Working in an organized and efficient
manner
Supervise and Maintain
Beverage Storage
Storage and Security Procedures.

Storage of Stocks

Cellar Conditions

Stock Rotations’

Handling of wines and drinks

Storage of Stock – Dispense Bar

Drinks Preparations Equipment

Security

Improving Security
Maintenance

Cleaning Procedures for Cellar

Inspecting Cellar

Identifying, Report and Solve Problems
Stock Control

Importance of stock control

Organizational Procedures

Par Stock Levels

Calculating Stock Levels

Methods of Stock taking

Time frame for Stock taking and
inspections

Improving sales of slow moving stock

Stock catering functions

Accurate Record keeping
Unexpected Situations

Dealing with unexpected problems

Performance in Foreign Countries

Prioritize, Delegate and Organize work in
the cellar and storage Areas Efficiently
About the courses
Day one:
Day two:
Day three:
Day four:
Day five:
Prepare and Clear areas for table service
Provide a table service
Maintain Table Service
Supervise and Maintain beverage storage
Revision and exam
The course is conducted over 5 days and 6 hours of training per
day that includes theory and practical sessions.
All the courses are presented by a PowerPoint presentation and
each trainee receives a manuals on all the training (x4)
A silver merit will be given at the completion of the course certified by
RASA – Restaurant Association of South Africa.
About…
Leslie Rabie – Trainer – Personal Profile
I have been working in the hospitality industry for more then 13 years and have
worked as Assistant Manager to Manager for last 10 years. I am the third
Generation of the Hospitality industry and practically grew up in the
hospitality environment. I have extensive knowledge of the Food Service
industry from which I have started working in the hospitality industry from
1998 as a casual worker, working school holidays and weekends. I have
traveled extensively through out Africa for three Years and have lived in 13
African Countries where I have worked from Cleaner to Assistant Manager
for free boarding. I have done in-house food service training at most of the
hotels/lodges/guesthouses where I have worked throughout South Africa.
Details
Physical Address: 70 Michelle Ave, Randhart, Alberton.
Postal Address: PO Box 6449, Meyersdal, 1447.
Tel: (011)869-1048
Cell: 076 299 2301
Fax: (011)869-7739.
E-Mail: [email protected] // [email protected]
Website: www.michellecorp.co.za
Company Registration Number – 2004 / 017667/23
Vat Registration Number – 4100217647
THETHA Number – L370756936
RASA Association number : 002959