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HOSPITALITY

TRAINING
Food Service Industry

Market Target and the key role


to the industry
Waiter 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
Associations 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
nations 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 dhote

- 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

Description
Conference Centre
The fully equipped conference centre can seat up to 15 delegates in U-shape Style. The conference
centre has its own private build in terrace with a private rest room. Free secure parking. The
conference centre has easy assessable power points with easy assessable wi-fi in all
surrounding areas of the guesthouse
Banqueting Area
Our banqueting area serves dinner and breakfast on a daily basis. It can house up to maximum of 20
guests.
Bar area
Fully Licensed Bar with a seating of 20 Guests.
Michelle Corporate Guest Lodge
16 En Suite Rooms each with its own air-con, private entrance and secure parking.
Reception and Accounts office
The reception area is fully functional with state of the art fax / Printing / Scanner machine
Gardens and surrounding area
The Guest Lodge is set in a tranquil lush garden, full of indigenous trees & shrubs, with an abundant
bird life. The Guest house has two sparkling pools one being heated. Secure covered parking.
Walking distance from Shops. Ideally situated in the heart of Alberton with easy accessibility from
all major routes between Johannesburg and Pretoria.

Conference Center Layout

About Leslie Rabie Trainer


Personal Profile
Date of Birth:
Marital Status:
Dependants:
Languages

29 January 1982 (29 years old)


Single
None
Afrikaans - Speak, Write and Read
English - Speak, Write and Read
Zulu Basic
Batonga - Basic
Portuguese Basic

Address:

Alberton, Randhart

Tel:
Work:
E-mail:
General Health:
Criminal Record:
Other:

076 299 2301 (Cell)


011 869 1048
takkie@webmail.co.za
Excellent
None
Microsoft Word
Microsoft Excel (Basic)
Microsoft Outlook
LANmark (Reservations Program)
Innkeeper (Reservations Program)
Jade (Reservations Program)
Lodge Master (Reservations
Odyssey (Reservations Program)
Inside (Reservations Program)

Firtst Aid:

Level 1

I have been working in the hospitality industry for


more then 12 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: info@michellecorp.co.za // takkie@webmail.co.za
Website: www.michellecorp.co.za
Company Registration Number 2004 / 017667/23
Vat Registration Number 4100217647
THETHA Number L370756936