1. EXCELLENT CUSTOMER SERVICE

(Based on the unit standard –Provide customer service)

At the end of the module learners are able to:

·         Explain the how the customer is a source of revenue and why customer service is of utmost importance

·         Greet guests in a polite and friendly way and create a good first impression

·         Deal with different types of guests in the appropriate manner, including irate guests

·         Display cultural awareness when dealing with guests

·         Deal with customer complaints in accordance with organizational procedures

·         Promote establishment services to improve customer service

·         Explain how feedback from guests can help to improve service

 

2. FOOD PRODUCT KNOWLEDGE

(Based on a number of the food preparation unit standards)

 At the end of the module learners are able to:

·         Identify and explain the different cuts of meat, where they come from on the animal and how they vary in taste.

·         Identify and explain a variety of vegetables and fruits and their uses

·         Identify herbs and their uses

·         Differentiate between herbs and spices

·         Identify and clarify the origin and uses of different cheeses

·         Identify and explain well known soups

·         Identify and explain well known salads

·         Identify and explain well known starters

·         Identify and explain well known pasta dishes

·         Identify and explain well known meat dishes

·         Identify and explain well known seafood dishes

·         Identify and explain well known breakfast dishes

·         Identify and explain well known desserts

·         Explain the concepts Vegetarian, Halaal and Kosher

·         Know the origins of a variety of dishes (Range: Mexican Dishes, Italian dishes, Greek dishes etc.)

 

3. SUPERB TABLE SERVICE

(Based on unit standards - Prepare for table service, Provide a table service and Provide a table drink service)

At the end of the module learners are able to:

·         Inspect and ensure tables and service areas are clean and hygienic

·         Prioritise tasks

·         Locate and use appropriate food service items and equipment such as cutlery, crockery, glassware and linen

·         Lay tables correctly according to the appropriate cover

·         Deal with unexpected situations such as shortages of service items or damaged service items

·         Maintain a constant stock of service items

·         Greet guests promptly and politely and identify their needs

·         Accurately take drinks orders

·         Present menus and give accurate information on individual dishes

·         Suggest alternatives where appropriate

·         Serve dishes using correct service methods ( plated service, sliver service etc.)

·         Clear dishes from tables in the correct way ( not leaning over the guest, only clearing when everyone is finished etc.)

·         Complete all work in an organized manner

·         Provide friendly, efficient service

·         Identify, locate and use drink service items such as bottle openers etc.

·         Identify, locate and use different types of glassware such as high balls, tumblers, sherry glasses etc.

·         Accurately take drinks orders, serve drinks and clear drinks

·         Have an extensive beverage knowledge

·         Provide information about the range of alcoholic and non-alcoholic drinks in the establishment

·         Promote drinks and offer alternatives

·         Deal with spillages and breakages quickly and efficiently.

 

4. BEVERAGE KNOWLEDGE

At the end of the module learners are able to:

·         Identify different types of alcoholic and non-alcoholic beverages such as spirits, malts, wines etc. and know their origins. Absolut is a vodka, it is a clear spirit originating in Poland.

·         A basic introduction to wine

·         Distinguish between different products – Heinekken is a lager, Hansa is a pilsner.

·         Offer alternatives to products for example if Bacardi Breezer is out of stock, offer Smirnoff Spin or Brutal Fruit.

·         Knowledge of basic cocktails and popular shooters.

 

5. WINE – THE BASICS

For persons with no prior knowledge of wine:

 

·         What Wine is…

·         The history of wine

·         How wine is made

·         The wine regions of South  Africa

·         Types of wines

·         Handling of wines

·         Presenting and serving wine

 

6. WINE KNOWLEDGE AND SERVICE - ADVANCED

For persons with a basic knowledge of wine:

·         White Table Wine

·         Red Table Wine

·         Rose wine

·         Varietals and their characteristics

·         Sparkling Wine                              

·         Sherry

·         Port

·         Muscatel wine

·         Vermouth

·         Presenting and serving wine

·         Giving accurate information and advice

·         Serving and opening champagne and sparkling wine

 

7. CULTURAL DIVERSITY AND     EFFECTIVE WORKING RELATIONSHIPS

As our communities grow and become more diverse, our workplaces are also changing. Communication between individuals from various cultural backgrounds has become vital to enhancing personal and professional relationships in the organisation. Cultural misunderstandings and misconceptions have a direct impact on workforce performance and productivity

The purpose of the workshop is to allow executives, managers and employees at all levels to acquire the proper knowledge and skills to move beyond stereotyping, to breakdown cultural barriers and improve cross-cultural interaction and effective working relationships.

The overall outcome of the workshop is to give delegates an understanding of diversity issues and to facilitate a process of reaching mutual understanding and respect so as to increase the effectiveness of working relationships within the organisation. This will be achieved by giving delegates the skills to manage diversity so that they can contribute to the success and productivity of the company.

The motto of the workshop is:

To embrace diversity you need to broaden your reality.

 

8. SUPERIOR SUPERVISING AND RUNNING A FUNCTION

At the end of the module learners are able to:

·         Explain the importance of communication with staff and customers (e.g. conference organiser) when running a function.

·          Inspect the function venue to ensure preparations are satisfactory and complete.

·         Carry out inspections at appropriate staff levels to ensure that the function is running to schedule.

·         Liaise with relevant persons throughout the function to ensure that arrangements satisfy customer’s requirements.

·         Recommend ways to improve customer satisfaction at functions

·         Inform staff of their closing down duties and stress the importance of checking equipment and facilities for faults or damage at the end of a function

·         Check that all resources are accounted for and returned to their appropriate locations

·         Keep accurate and up to date records and explain the importance of doing this.

·         Prioritise, delegate and organise work efficiently.

·         Work effectively with others 

·         Organise and manage oneself 

 

9. COMPLAINT HANDLING