SWISS MASTERCLASSES

N°1: UPLIFTING SERVICE STANDARDS (Jump Here)
N°2: INTERNATIONAL SERVICE RULES AND PROCEDURES (Jump Here)

THE ART OF A PERFECT RESTAURANT SERVICE

N°3: PERSONAL AND PROFESSIONAL DEVELOPMENT (Jump Here)

HOW TO REACH A SUCCESSFUL AND INTERNATIONAL CAREER

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FOR PROFESSIONAL OF THE INDUSTRY

If you’re looking for an opportunity to unlock your team’s full potential and elevate your business’s service standards, this is an opportunity you can’t afford to miss! Our **Master Class** from FBSTI will equip your team with essential skills to increase sales and provide exceptional service to international customers.

FOR STUDENTS

If you’re looking for additional skills, essential and useful knowledge, or additional recognized certification that will increase your international career potential. If you are looking to reach an international career and get a fast promotion and higher salary.
FBSTI is your key, the key to the world, the key to a successful career and a bright future

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**YOUR PROFESSIONAL GUEST SPEAKER**

Mr. Christian CARGOUET
Founder and CEO FBSTI Switzerland

Born in France in 1965, living in Switzerland and in Thailand.
Mr. Cargouet is an expert in restaurant management and customer care.
Switzerland is the birthplace of the highest hospitality education with a worldwide unequal reference in this field.

STUDIES:

BACHELOR OF ART in hospitality management (France),
MASTER OF ART in restaurant management (France)

ACADEMIC AND TEACHING EXPERIENCE:

EHL, Lausanne, Rank 1 world, (Switzerland), Program leader, F&B Lecturer
IHTTI, SEG Group, Neuchatel, Rank 8 Swiss, (Switzerland), Program leader, F&B Lecturer, F&B manager
GRETA Leman, Annemasse, National Training Academy, (France), Restaurant lecturer
Etiquette Academy, Los Angeles (USA), F&B lecturer
FBSTI, Founder and manager, (CH, Thailand)

PROFESSIONAL EXPERIENCES

GENERAL MANAGER, Henllys Hall Hotel, Golf & Country club, 4 ****(UK)
RESTAURANT MANAGEMENT, Goodwood Park Hotel, 5*****(UK), Hotel Fleur Du Lac, 5*****(Switzerland)
FRONT DESK, Reception, Relais et Chateaux de Castel Novel, 5*****(France), Mercure Hotel, 4****(France)
KITCHEN, Château St Philipp, 4 ****(FR), Château de l’Hoste, 4 ****(FR), Restaurant le Prieuré, Fine dining (France)

Full profile and resume HERE

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Mr. CARGOUET is driven by an unlimited passion for the restaurant industry, with a daily objective to share his extensive knowledge and experience to better the sector globally.

**OUR MASTERCLASSES**

MASTERCLASS N°1

MU 100 Swiss Masterclass Certificate in Uplifting Customer Service Standard

INTRO:
Global tourism analysis
The restaurant industry, tendency, experience, forecast projection in the future.
Projective study on Robotic development in the hospitality industry.
Study on the different types of tourists
Understanding the customer’s journey in the service industry

PRODUCTS KNOWLEDGE:
to have full knowledge on:
– Establishment, history of the place, the owner, and his/her background
– The food, how it is prepared, and cooked, its origin, and what is inside every dish
– Beverage available, origins, taste, and pairing
– Local curiosities and tourist places
Impact:: enhance customer service, increase sales, build trust, problem-solving, personalization, competitive advantage

CUSTOMER CARE:
Be open and manage a multicultural environment
Adapt to diversity, cultures, and habits. Overcome cultural barriers and communication barriers
Identified customers to provide personalized attention.
Key principles and global standards of customer care, training & developing skills.
Customer relationship management
Effective handling and following up complaints, turning complaints into opportunities

CUSTOMER IMPRESSION:
First and last impression definition
The process of the human brain to generate ideas, feelings, and opinions
How to improve a feeling that is already good, how to change a bad impression
What is generating the impression: senses, customer service, online presence, word-of-mouth.
Strategies to improve customer perceptions

CUSTOMER EXPECTATIONS:
Globalization and maturing markets also mean customers are increasingly sophisticated and expectations for superior service are rising.
Organizations must continuously innovate and improve to create more value for customers
What are customers’ expectations and their importance for business
Expectations of customers are always in constant evolution

PRINCIPLE OF AN EFFECTIVE COMMUNICATION:
What is communication and the objectives
Methods of sending a message, channels to convey messages
The seven C’ of effective communication
Barriers to effective communication, common errors
Adjusting communication style according to situation and people
Strategy to enhance effective communication skills

BODY LANGUAGE:
What is your body telling the customer? What their body language is telling you? Signs send to customers by your body and your face
Body language & postures, establishing a trustable relationship with the customer

UPSELLING, DRIVING SALES:
Implementing refined strategies and techniques to enhance sales, income, and benefits
It is an art that must be done with discretion and tact, with fineness and delicacy
Processes, tricks, actions, and cleverness to increase every employee’s sales and restaurant income
The art of persuading and influencing customers
The restaurant employees are first and foremost salespeople“Sale your customers something they didn’t know they wanted”

GUEST PERSONAL ATTENTION, INTERACTIONS:
Attention to detail, control of the service, and anticipating.
Be there before, during, and after customers need you.
Solution: Observe, look for patterns, action, and prevent

TEAMWORK, FLUIDITY OF THE SERVICE:
This helps not only to build morale in the workplace but also to increase productivity. Different skills and knowledge will produce more creative solutions.
Effective teamwork in a restaurant makes day-to-day operations run more smoothly

CONCLUSION:
It all started with the motivation and self-confidence of the people
It is not a matter of the job you have to do, but how you do it and the passion you put into it.
The good impact your attitude and your behavior will have on the customer experience

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MASTERCLASS 2

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MR 101 Swiss Masterclass Certificate in Restaurant Service Rules and Procedures

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INTRODUCTION:
The principle of an effective mise en place. What will influence customer impression?
Be prepared and ready for all situations and requests before the service (Pantry)

SERVICE (DEMO):
How to perform an outstanding table service to the customers
A service will be performed and showcased all along the masterclass including from before the arrival of the customer to after the departure of the customer. Each gesture,  each action, each move each rule will be implemented with an explanation of their importance and the way to perform them in the best manner.
International luxury and professional service rules, International luxury and professional service procedures
The service in a restaurant is an art with hundreds of gestures, details, attitudes, and decisions, imperceptible but which have always a great impact and consequences on the experience and the pleasure of the customer

SERVICE SHOW:
Make sure you Impress your customer, Advanced Service
The restaurant is your stage, customers are the audience, and you are the actor who knows how to play and knows your lines
Teamwork, fluidity of service, Body language. Guest personal attention.

CONCLUSION:
Critical importance of standardized restaurant service rules and procedures. These guidelines are the backbone of a successful dining establishment from best practices, to exploring innovative approaches to elevate the customer experience. The consistent application of well-defined procedures not only improves efficiency and streamlines operations but also directly impacts customer satisfaction with a lasting positive impression, repeat business, and ultimately, profitability.

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MASTERCLASS 3

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MP 102 Swiss Masterclass Certificate in Personal and Professional Development

INTRODUCTION, THE KEY TO YOUR INTERNATIONAL AND SUCCESSFUL CAREER

INTERNATIONAL JOBS SEARCH INTRODUCTION
World analysis of employment (salaries, advantages and disadvantages,   preconceived ideas and knowledge, difference between what you pretend to know and the reality)
Visa rules and regulation
International job research, where to look, strategies

APPLICATION, FOLLOW-UP, AND CAREER ADVANCEMENT
Continuing professional development for career growth
Job application follow-up etiquette
How to apply (online, directly, spontaneous, advert)
Negotiating job offers and compensation Thank you letters and email etiquette

INTERVIEW PREPARATION
Personal presentation, attitude, and reactivity
Demonstrating knowledge and skills in the interview
Mock interview and practice sessions
Preparing for common networking interview questions
Researching the company and role (find out more about the place)

JOB SEARCH STRATEGIES
Creating an eye-catching resume and cover letter
Presentation of resume and cover letter (mistakes to avoid)
Effective job search techniques
Leveraging social media platforms for job search
Networking job boards and websites

LEVERAGING PERSONAL CONNECTIONS
Building and maintaining a professional relationship
Informational interviews and networking events
Using personal connections for job referrals
Utilizing online networking platforms like LinkedIn

UNDERSTANDING NETWORKING CAREERS
Different job roles and opportunities in networking
Overview of networking career Skills and qualifications required

INTRODUCTION, UNLOCKING PERSONAL AND PROFESSIONAL DEVELOPMENT
The connection between personal and professional development and objectives
Identified your actual abilities and your potential for the future

DEVELOPING SELF AWARENESS
Building self-confidence and self-esteem
Improving self-reflection skills
Recognizing limiting beliefs
Understanding personal strengths and weaknesses

EMBRACING CHANGES AND CHALLENGES
Adopting a positive attitude toward change
Developing resilience and perseverance
Overcoming fear and failure
Understanding learning from challenges

FOSTERING POSITIVE RELATIONSHIPS WITH WORK
Building a support network
Developing effective communication skills
Positive collaboration and teamwork
The impact of relationships on personal growth

INTRODUCTION TO GROWTH MINDSET
Benefits of cultivating a growth mindset
Difference between fixed and growth mindset
Identifying personal mindset
Understanding the concept of a growth mindset

PROMOTING CONTINUOUS LEARNING ALIGNED WITH BUSINESS GOALS
Adopting a growth mindset toward learning
Developing a curiosity mindset
Effective learning strategies
Expanding knowledge and seeking feedback

SETTING MEANINGFUL GOALS
Aligning goals with a growth mindset
Creating smart goals
Importance of goal setting
Tracking progress and celebrating achievements

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WHY DO YOU NEED OUR MASTERCLASSES?

The waiter or waitress plays a vital role in making restaurant service a success since he/she is the person who has the most interaction directly and constantly with customers and spends the most time in the company of their clients to guide them, to sell them products offered by the establishment, and make sure clienteles lived an outstanding and memorable experience.

Not everybody can manage to do this with perfection!
Service is not just a job, it is an art!

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BENEFITS FOR HOTELS AND RESTAURANT
Enhanced and qualified staff with transferable knowledge
Improves customer service, leading to increased customer satisfaction and loyalty,
Higher sales,
Elevated service standards to an international level
Efficient teamwork,
International service benchmarks,
Rewarded employees, cost-effective solutions with high returns, and reduced staff turnover

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BENEFITS FOR STUDENTS
Enriching the academic environment. Offering real-world perspectives
Inspiring critical thinking and intellectual curiosity
Acquire new knowledge and skills in international luxury service standards.
Enhance professional capabilities, elevate personal standards, develop upselling skills, or prepare for a new career.
Gain a recognized Swiss certification, adding value to your resume at an affordable cost.
Access international career opportunities and enjoy the unique possibility of traveling the world in the restaurant industry.
Attain increased recognition from employers, leading to better job prospects and potential promotions.
Benefit from higher tips and increased income.
FBSTI offers students a fresh perspective on the industry, providing new or reinforcing insights alongside their existing education.

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BENEFITS FOR UNIVERSITIES
No cost involved
The opportunity for universities to enhance their image by inviting local professionals to join the masterclass
Potential to extend their reputation through a partnership with a Swiss academy. The engagement of a Swiss guest speaker adds credibility
Increased attention for university lecturers from their students
Potential for additional business opportunities
Pathway to new programs and collaborations with FBSTI
FBSTI aims to support universities in enhancing their reputation, rather than compete, and is open to sharing potential improvements; many prestigious institutions globally value our insights and vision for the future.
Attracting prospective students
Enhancing the university’s reputation
Creating a dynamic and engaging learning experience
Preparing students for future careers

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MASTERCLASS INFORMATION:

PLACE
Worldwide

DURATION:
From 1 day to 5 days

TUITION FEES:
From 120 USD to 750 USD

AUDIENCE:
From 50 to 2000 Participants

WHO CAN JOIN THE MASTERCLASS?
Students from Universities
Professionals in the industry From Waiters to Managers

ALL OUR MASTERCLASSES ARE REWARDED WITH A SWISS CERTIFICATE
MADE AND STAMPED IN SWITZERLAND, RECOGNIZED WORLDWIDE

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