FBSTI presents you with our Famous Masterclass:
SWISS MASTERCLASS
In Uplifting Standards of Service
International and Professional Service Rules & procedures
THE ART OF A PERFECT RESTAURANT SERVICE!
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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 Food and Beverage Service Training International—Asia will equip your team with essential skills to increase sales and provide exceptional service to international customers.
TRAINING DETAILS:
Masterclass in Uplifting Standard of Service and Customer Care
The Art of a perfect Customer Service
**The Speaker:**
Mr Christian Cargouet
Coming from Switzerland, Mr. Cargouet is an expert in restaurant management and customer care.
Switzerland is the hospitality industry’s birthplace with a worldwide unequal reference in this domain.
**Benefits You Will Gain:**
1. Develop skills that can significantly boost your business’s sales performance through effective service techniques
2. Prepare your team to deliver top-tier service to international customers, improving service ratings and building a strong reputation in the industry
3. Learn professional communication and service techniques that will leave customers impressed and eager to return
4. Post-training, your team will have improved English communication skills, and you’ll receive training materials for further review and continuous development
Don’t let this chance slip away!
Don’t miss out on crucial opportunities to grow and keep up with competitors constantly raising their service standards.
Ensure your team is equipped with the skills they need to become service professionals.
ABOUT US:
TOP-NOTCH RESTAURANT TRAINING
Food & Beverage Service Training International is a Swiss Restaurant Management School specializing in Restaurant Management and high gastronomy Service.
SWISS TOUCH & FRENCH “SAVOIR-FAIRE”
With a fine blend of the Swiss hospitality touch and French gastronomy expertise, we train the leaders and influencers of tomorrow’s food industry.
We’re dedicated to ensuring top-notch Restaurant Education is accessible and affordable to students and professionals worldwide.
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FBSTI
Swiss expertise, French “Savoir-Faire” and over 35 years of experience worldwide
WHY DO YOU NEED A MASTERCLASS
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!
Hence, a skilled and well-trained waiter/waitress with the right attitude is essential to ensure the success and development of the restaurant industry.
They also represent the hotel’s image, retaining its reputation and generating return customers.
A good waiter/waitress enhances and sublimates the work of a goldsmith prepared with passion and creativity by the chefs.
Better “customer and restaurant service knowledge” of all the actual and future actors of the industry is our objective and gives our masterclass an essential reason for being for any establishment that aspires to success.
THE ART OF A PERFECT CUSTOMER SERVICE
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MASTERCLASS INFORMATION:
PLACE:
Worldwide
DURATION:
From 1 day to 5 days
TUITION FEES:
From 50 USD to 450 USD
AUDIENCE:
From 50 to 250 Participants
WHO CAN JOIN THE MASTERCLASS?
Students from Universities
Professional of the industry From Waiters to Managers
A UNIQUE APPROACH
A SLOW REVOLUTION
A slow revolution is taking place in the hospitality education sector. With our innovative approach we have perfectly bridged the learning gap between theoretical needs and practical realities of the restaurant industry. This new teaching model is designed solely to increase performance at work, with a better perception of the industry requirement and a clear understanding of customers and their needs, which will lead to highly satisfied customers who will undoubtedly return and assured for any establishments some attractive growth in revenue.
AFFORDABLE TRAINING AT YOUR DOORSTEP
Our vision is to bring the best of the restaurant Mgt education to every corner of the world.
By creating a whole new model of unequal courses, workshops, masterclasses programs, we have been able to increase the accessibility of the famous Swiss education on all continents..
MESSAGE FROM THE CEO
Do you know who I am !?
I am the gentleman who waits patiently to be noticed and welcomed at the entrance of a restaurant while employees finish their private discussions.
I am the gentleman who remains seated and waits quietly while waitresses do everything but take my order.
I am the gentleman who stands serenely at the hotel front desk while the receptionist is finishing playing Candy Crush game on his mobile phone or reading the newspaper.
Yes, you might say I am a nice guy.
You are right, but do you know who else I am ? I am the gentleman who never comes back and it amuses me to see that you are spending millions every year on advertising to get me back, when I was there in the first place and all you had to do was to show me a little attention.
If companies, present and future actors of the industry, forget that customer comes for more than just the product that is offered, then they will lose.
Hospitality is a fast-paced industry, constantly evolving. The best way to beat competitors is to ensure students and employees can perform and maintain exceptionally high levels of professionalism in their jobs.
The new concept of leisure civilization and the continued growth of the sector have driven demand for qualified personnel who can take up positions and generate revenues with minimum training.
Our high-quality educational training program provides the knowledge and skills necessary to meet industry expectations in this regard.
The high standard rules of international service which were created for obvious and important reasons are nowadays too often flouted or even totally ignored
Most people think that serving a guest seems to be something that everybody can do, but they are wrong!
Customer service is an art, with hundreds of gestures, rules, details, attitudes, and decisions, (without losing the importance of an adapted and personalized interaction expected by any customers). It might be imperceptible but it will have always a great consequence on the experience and the pleasure of the customers.
A lot of professionals have lost the reasons and the meaning of it.
“ No matter how good is your food, how beautiful is your place, if the service is not right, if the way you deliver your product is not up to the standard expected by your customer, then you will lose.
Professionalism in service is not an option, it is a must.. It is not the job you do, it is how you do the job that matter” Christian CARGOUET, 2018, Hellenic gastronomic conference, Athens, Greece
Christian CARGOUET
Founder and CEO, FBSTI
MASTERCLASS SUMMARY:
Introduction
Tourism & Industry Analysis
Product Knowledge
Customer Knowledge
Customer Expectations
Guest Attention
Customer Impressions (First & Last)
Principle of Effective Communication
Body Language Analysis
Advanced Service
Upselling, Driving Sales
Team Work & Fluidity
Attitude & Behavior
High Standards of service Rules and procedures
Showcasing of a Service
Conclusion
MASTERCLASS CONTENT:
INTRODUCTION:
Presentation of FBSTI
Presentation of the team
Presentation of the conference workshop Reasons and importance of such conference
TOURISM & INDUSTRY ANALYSIS:
History of tourism, different forms of tourism, the importance of the tourism industry around the world, impact of the tourism industry on the hospitality industry, issues on the economic result, employment and environment; Improvement on the offers and infrastructures, different views on the tourism industry, sustainable tourism, ethnic tourism, tourism development and future of the industry, reinvent a new world for the tourism of tomorrow.
Tourism today, but what it will look like tomorrow. Problems success will bring. Impact of the tourism industry on the production of food and beverages.
The recent world situation, how to handle it. Evolution of the restaurant and service industry, what can we expect for tomorrow?
PRODUCT KNOWLEDGE
Importance of having full knowledge to guide and reply to customers on:
- – The establishment and its history
- – The owner and his/her background
- – The food (How it is prepared, cooked and what is inside every dish, origin)
- – The drinks, origin, taste, pairing
- – Local curiosities and tourist places
CUSTOMERS KNOWLEDGE
Analysis of the different types of customers from business people to tourists, based on the age of the customer. The way to handle them is to adapt communication and service.
How to manage regular customers How to transform a new customer into a regular one
CUSTOMERS EXPECTATIONS:
When a guest walks into a restaurant they already know what they want.
They expect the waiters to observe and understand what they want. Guest will be pleased if you help them get what they want and therefore, fulfill their expectations. Description of the expectations
Expectations always rising, how to manage them?
What affects the client’s expectations, upstream, during, and after his/her visit
GUESTS ATTENTION:
Attention to detail, control of the service, anticipating
– Be aware of all operations of a restaurant in real-time.
– Looking at all the little things happening or could happen that are away from sight
– Anticipating customer needs is about being proactive with customer service: you sense a customer might need your help, and reach out to them proactively, instead of waiting around for them to contact support. This kind of proactive customer support is not just a nice-to-have, it’s something customers have come to expect, they expect staff to anticipate their needs and make appropriate suggestions before they even ask for help.
Why it’s important to anticipate customer needs, common concerns customers may have, and the best ways to help customers before they reach out for help.
Observe
The first step of anticipating customer needs is to watch what is happening. What are customers doing? What are they saying? What is happening around them?
Look for Patterns
The more you observe customers, the more patterns you will see emerge.
Action
As you observe and identify that this particular situation matches a pattern you’ve seen before, take action. Inject yourself between the customer and the problem before it happens.
Prevent
Over time, you’ll see common patterns. It then becomes essential to correct the root cause of these issues. When you fix the root problem, the customer won’t need to begin with. Problem solved.
Other times problems and needs will always arise because they are out of your control. In these cases, make sure you have a process or system in place to identify and address customer needs before they arise.
BE THERE BEFORE, DURING, AND AFTER THE CUSTOMER NEEDS YOU
CUSTOMER IMPRESSION (FIRST & LAST)
Reading of the text ” All I wanted was some service” analysis of the text and solutions
Video on how people create an impression on what they see.
Process of the human brain to generate an impression (good or bad)
Problem and solution for an idea, a feeling, or an opinion about something or someone, specially formed without conscious thought or based on little evidence.
How do we improve a feeling that is already good
How do we change a bad impression
Why a bad last impression cannot be changed, and what will be the consequences?
PRINCIPLE OF EFFECTIVE COMMUNICATION
Exercise 1: (participants on stage) demonstration of the need for accurate and rigorous communication, and the importance of a precise message.
Exercise 2: (participants on stage). Message confusion becomes transformed all the way and loses its original meaning
What is communication (concept of a sender, a message, and a receiver)
The final objective of effective communication: The receiver understands the message and confirm
Methods of sending a message, channels to convey messages
5 “C” of communication (completeness, conciseness, clarity, correctness, courtesy) Common ways to communicate and goals
Barriers to communication (culture, noise, environment, attention, tons, …), Improved communication, common communication errors.
Difference between hearing and listening, passive and active.
Advantages and disadvantages of communication: oral, written.
Verbal and nonverbal communication
Internal and external communication, level of communication
BODY LANGUAGE ANALYSIS:
A person can lie with words but its very hard to lie with your body language. You can tell when your communicating with someone and they are lying, bored, impatient, sympathetic, defensive, agree, or disagree.
You can decide whether they are open, nervous, calculating, suspicious, angry, worried or even insecure.
Do you think servers give off signals that make customers feel welcome or not?
What can a server do with his body language while trying to upsell to a client?
Hostile customer treatment
How body language works, how it is seen by others and what feeling comes out of it. Brain function and how the human brain analyzes your gestures and movements to draw specific conclusions
ADVANCED SERVICE:
What is the purpose of proposing some advanced services to customers, advantages, and disadvantages? Equipment, mise en place, procedure, safety, accidents
Gueridon service (side table service), Silver service or English service, French service, Carving, flambé
Organization and teamwork for such services
Posture, movements, facial expression, interaction with customer
UPSELLING, DRIVING SALES:
How to drive sales without customers noticing it or bothering your customers: Restaurant upselling is the process of persuading or influencing a guest’s purchase by enticing them with more expensive or higher margin items and add-ons. With a little effort and strategizing, it’s an easy way to increase the average check size and get more out of your menu. Employees are the greatest asset for upselling, and they should be constantly aware of their ability to do that. Almost every interaction they have with a customer is an opportunity to influence their purchase. Whether they’re serving guests at a counter or at the table, nothing beats the power of suggestion.
Been well aware of the products with high-profit margins
Offer specific items (if you do not offer you do not sell)
Showing some enthusiasm about what you are suggesting
Offering extra
Knowing what items work more and when
DO NOT ANNOY the customer
Assuming the order
Specific upselling techniques for drinks and dessert (crumbing and cleaning table) Importance of the timing during service to increase the sales
Importance of knowing the product (you cannot sell properly something you do not know), giving preference to customer.
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TEAM WORK & FLUIDITY:
Help not only to build morale in the workplace but also productivity. Different skills and knowledge will produce more creative solutions Effective teamwork in a restaurant makes day-to-day operations run more smoothly. Finally, the business benefits from teamwork. When employees feel like they are part of a team, they’re more supportive of each other and morale is higher. This, in turn, reduces turnover costs and improves the bottom line.
But also improve the customer experience and satisfaction Example of teamwork during service and results, visual control of the all restaurant
Benefits everyone will get for having good and organized teamwork
ATTITUDE & BEHAVIOR:
All start with motivation and self-confidence.
It is not a matter of the job you have to do but how you do it and the passion you are putting into it.
Be involved in your job and the establishment you are working for
Be concerned by your customers.
Handling stress and pressure.
What customer will see out of the reactions given to him
The good impact your attitude and your behavior will have on the customer (more tips, the customer will return)
The bad effect of an inappropriate attitude and behavior
Personal life against professional environment
Time management impacts your response and the feeling you spread around you. Examples of bad behavior and bad attitude, solutions
HIGH STANDARD OF SERVICE RULES & PROCEDURES:
Service rules (what do we do from the left and the right of the customer, position of the waiter, who do we serve first and who do we serve next, how to work clockwise or anti-clockwise around tables, presentation of the food ..)
All sequences of full service from the arrival of the customers to their departure. Controlling the rhythm of the service according to needs
Traffic rules, safety during service
SHOWCASING OF A SERVICE
MISE EN PLACE
Proper way to handle the equipment, chinaware, glasses, and cutlery.
How to polish items that will be used for the setting of the table and make everything clean and shiny
Linen handling
The perfect sequence to set a table
How to make everything straight, in line, symmetrical, and in the right place
Get everything ready before the customer’s arrival
SERVICE
Best way to:
Greet customers, presenting menus, taking orders of food and drinks, service of the drink, preparing the table for the service according to orders, bread and butter service, entering orders in the billing system, serving the starter, serving the main course, cheese, preparing the table for dessert, crumbing, take order of the dessert, order of coffee and tea, additional sales such as liquors, cigars, …billing and payment, the farewell of the customer, clearing, and resetting of the table, closing down.
Importance of the actions and rules that need to be made during the service.
Skill and needs for those actions to be done properly and nicely
Timing of the service, speed it up or slowing down according to customer
CONCLUSION OF THE MASTERCLASS:
For participants: It is important to put in action all the content of this masterclass for the benefit of: themself, better working environment, more tip, promotions, better job offers, ..
For establishments: less turnover, happier customer, more revenue, …
For customers: enjoyable experience, willing to return, good word of mouth marketing, …
BENEFITS OF OUR MASTERCLASS
FOR PARTICIPANTS:
(Whether they are active professionals or students)
– New or additional knowledge and skills in international and luxury standard of service
– Participants will become better professionals, up lift their own standard, gets up selling skills, or be ready for a new career
– Additional famous and recognized Swiss certification on their resume at an affordable price
– International career opportunities, better employment (The restaurant is one of the rare industry that is offering easy and large possibilities to travel the world)
– Higher consideration from employers, access to better jobs and potential promotion
– Better tips, higher income,
– FBSTI bring for the students an other point of view on the industry, different or confirming information already given in their schools.
FOR HOTELS AND RESTAURANTS:
– Better and more qualified staff, transferable knowledge and skill to the rest of the team
– Better service given to customers, more pleased customers (return customers)
– More sales
– Up-lifting standard of service, smoother service, gain of time during service, better team work
– International standard of service
– Rewarded staff
– Affordable price, high return investment
– Retain staff, less turnover
FOR UNIVERSITIES
– No cost,
– Universities could also develop their image with the local professionals by proposing them to join the masterclass.
– Extend their image and reputation through a partnership with a Swiss academy.
– Having a Swiss guest speaker giving them more reliability.
– Universities lecturers will get more attention from their students
– Additional business.
– Opening toward additional program and business with FBSTI
Note, FBSTI do not have the objective to become a competitor with universities, we are just here to help them to get more reputation no matter the level of reputation they already have. FBSTI will also share with them potential improvement if necessary. Some of the best establishment around the world always like to listen our ideas and our vision of the future.
REWARDED MASTERCLASS:
All our masterclasses and workshops are rewarded with an individual and professional certification recognized worldwide
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