Perfect for:

• • Service Crew

  • F&B Supervisors & Team Leaders

  • Restaurant/Floor Managers

  • Department Heads

  • New hires requiring structured training

  • Any team striving for world-class hospitality

Module 1: Introduction to the Food & Beverage Industry

• Role of Food & Beverage Professionals
• Overview of the Food Service Industry
• Types of Restaurants & Service Concepts
• Style of Service: Understanding Delivery Expectations
• Hospitality mindset vs. transactional service

Module 2: Food & Beverage Service Excellence

• Service professionalism & appearance standards
• Customer service principles for F&B environments
• Understanding your property’s standard Sequence of Service
• Handling service touchpoints that influence guest satisfaction
• Communicating effectively with guests and team members

Module 3: The WOW Service Approach

• What differentiates Service from Hospitality
• The Customer vs. Guest Mindset (CUSTOMER vs. GUEST+)
• Creating personalised guest experiences
• Emotional engagement and service recovery
• Building trust and rapport with guests

Module 4: Suggestive Selling & Upselling Techniques

• Suggestive selling for table service
• Strategic upselling to enhance guest experience & revenue
• Product knowledge fundamentals
• Using menu stories to influence guest decision-making
• Practical scenarios & role-play exercises

Module 5: Strategic Communication & Professional Grooming

(Optional enhancement inspired by your premium wine-based programmes)

• Understanding the “language of hospitality”
• Body language, tone and presence in guest interaction
• Grooming, etiquette and service professionalism

Module 6: Applied Service Scenarios & Guest Handling

• Realistic service simulations
• Handling complaints and difficult situations
• Managing peak-hour pressure and teamwork
• Personal action plan for service improvement