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Introduction Research into complaint behaviour reveals that only a fraction of dissatisfied consumers complain to business and, thereby, give the company an opportunity to correct the problem. There is evidence that some consumers do not complain because they are sceptical about a business's willingness or ability to resolve disputes fairly. Consumers simply withdraw their patronage and criticize the company or the product to others. Such findings underscore the importance to business of a complaint management system that is well-publicized and easily accessible. An unregistered complaint may do as much harm as one that is mismanaged or not resolved
Purpose

The workshop aims to encourage learners to identify causes of complaints, critically analyse information and provide workable solutions. In addition,

Target Audience The workshop is aimed at anyone who works in a service industry, but particularly employees and managers who deal with customers. It is vital that managers do not send their staff and exclude themselves, because customer care needs to be managed.
Key Elements of the Workshop

The following essential elements of handling customer complaints will be covered:

The Importance of Complaint Handling

  • How and why complaints and loyalty are linked
  • Looking at complaints as opportunities

Complaints Are the Tip of the Iceberg

  • How to recognize hidden complaint issues
  • Examining what happens when complaints are handled well, and when they are handled poorly

"World Class" Complaint Handling

  • Identifying your complaint handling program characteristics
  • Identifying organizational characteristics

Closing the Loop

  • Follow-up after complaints
  • Introduction to real-life applications

Calculating Financial Impact

  • Lifetime value of a customer
  • Total impact of the customer's voice

 

1. BRILLIANT BAR SERVICE

(Based on unit standards - Prepare and clear areas for drinks service, Operate a payment point an process payments,  Provide a drinks service for a licensed premises, Serve bottled wines and Prepare and serve cocktails)

At the end of the module learners are able to:

·         Ensure that all bar furniture and service equipment is clean, undamaged and in place before service starts

·         Maintain a constant stock of drinks and accompaniments

·         Know the consequences of not storing, checking and rotating drinks according to operational procedures

·         Know the correct procedures for handling, cleaning and storing drinks service items

·         Handle and dispose of waste in a hygienic way

·         Locate and use appropriate drinks service equipment such as counters, bar fridges and coffee machines

·         Prepare tills and billing machines correctly for operation and where necessary complete handover procedures.

·         Operate a payment point according to operational procedures

·         Keep sufficient stock of receipt rolls and replace these when necessary

·         Deal with customers promptly

·         Realise the importance of having sufficient change

·         Secure the payment point from unauthorized access

·         Operate debit and credit card machines

·         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.

·         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.

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

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

·         Maintain a constant stock of drinks and understand the concepts of shelf life and expiry dates

·         Provide guests with accurate information on drinks, promote drinks and offer alternatives

·         Have an extensive beverage knowledge

·         Dispense drinks accurately and serve them with the correct accompaniments

·         Dispose of waste drinks, containers and refuse as per organizational procedures

·         Prepare for stocktaking

·         Deal with underage or intoxicated guests

·         Use the appropriate wine service equipment and glassware

·         Recommend wines with the appropriate food items

·         Explain the importance of serving wine at appropriate temperatures.

·         Provide customers with accurate information about wines, promote wines and offer alternatives

·         Serve wine to a guest in the correct manner

·         Identify and use the appropriate glassware and bar equipment used in the preparation of cocktails.

·         Implement organizational procedures for serving cocktails.

·         Prepare cocktails according to set recipes.

·         Provide customers with accurate information on cocktails,

 

2. WOW WAITERING

(Based on unit standards – Provide customer service, Serve bottled wines, Prepare for table service,Provide a table service and Provide a table drink 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

·         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.

·         Use the appropriate wine service equipment and glassware

·         Recommend wines with the appropriate food items

·         Explain the importance of serving wine at appropriate temperatures.

·         Provide customers with accurate information about wines, promote wines and offer alternatives

·         Serve wine to a guest in the correct manner

 

3. BASIC HOUSEKEEPING

**This programme is subject to change.

 

DAY ONE

  • Customer Service in the housekeeping environment
  • Describe the layout of the organisation
  • Maintain effective working relationships – team work
  • Maintain a safe working environment

 

DAY TWO

  • Understand basic cleaning principles and perform basic cleaning tasks
  • Handle and store cleaning chemicals
  • Identify, collect, classify and handle waste
  • Clean and maintain restrooms and bathrooms
  • Prepare beds and handle linen and bed coverings
  • Service guest bedroom areas
  • Remove spots from carpets
  • Clean small kitchens, kitchenettes and tea kitchens
  • Clean windows, frames and glass panels.

 

DAY THREE

  • Wash items in a laundry
  • Iron and press laundered items
  • Apply quality principles in everyday cleaning tasks
  • Maintain housekeeping supplies
  • Maintain a clean linen supply

 

Staffing Solutions

We provide well trained hospitality staff at a hourly rate for any function

Requirments. Whether you require 5 or a 105 staff for you venue or function please contact us for a quote.

 

# Waiters

# Barmen

# Supervisers

# Hosts and Hostesses

# Promotion staff

# Cleaners

#Kitchen staff