WAITER TRAINING. The Full Waiter Course (4 days) DAVID VAN DER MERWE STEENKAMP Stellenbosch, South Africa

Transcription

1 WAITER TRAINING The Full Waiter Course (4 days) 2016 DAVID VAN DER MERWE STEENKAMP Stellenbosch, South Africa

2 A Secrets 2 Service (Pty) Ltd. trading as Secrets of Service training manual. First published in the Republic of South Africa in This training manual edition published in 2016 by Hospitality and Business Consultant (Pty) Ltd. PO BOX 12820, Die Boord, Stellenbosch, 7613 The right of David van der Merwe Steenkamp to be identified as the author of this work has been declared by him in accordance with the Copyright Act of 1978 and supported by the Companies and Intellectual Property Commission. All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without the prior permission of the copyright owner.

3 TABLE OF CONTENTS Page I. Mission Objective 4 II. Course Goals 4 III. Outcomes 4 IV. Examination 4 V. Pass Rate 4 PART 1: THEORY INTRODUCTION RESTAURANTS 6 a. Define 6 b. Types of restaurants 6 c. Variables 6 d. Elements 6 e. Hierarchy 6 Revision CUSTOMERS 8 a. Define 8 b. Categories 8 c. Personalities 8 d. Origins 8 e. Nationalities 8 Revision WAITER 10 a. Define 10 b. Abilities 10 c. Equipment 10 d. Duties 10 e. Steps-of-Service [SOS] 11 Revision 1 12 f. Ordering 13 g. Timings 15 h. Do s vs. Don ts 16 i. Taking Payments 17 j. Remuneration 18 k. Pros vs. Cons 19 l. Wine etiquette 20 Revision 2 21

4 m. Telephone 24 n. Reservations 27 o. Language 29 p. Guest interaction 31 q. Prioritising 32 r. Time management 32 s. Multi-Tasking 33 t. Upselling 33 u. Big tables 34 v. Teamwork 35 Revision COMPLAINTS 40 a. Define 40 b. Modes 40 c. Types 40 d. Origins 40 e. Phone complaints 40 f. Determiners 41 Revision GROOMING STANDARDS 42 a. Male vs. Female 42 Revision HEALTH & SAFETY 46 a. Define 46 b. Fire 47 c. Food 47 d. Operational 47 e. Procedural 47 f. Administrative 47 g. Equipment 47 h. Pests 47 i. Other 47 j. Allergies 48 k. Fire Awareness 48 l. Diets 48 Revision CULTURAL DIVERSTIY 51 Revision 6

5 PART 2: PRACTICAL INTRODUCTION GREETING SEATING SPECIALS EXPLANATIONS ORDERING SETTING TABLES SERVING CLEARING VERBAL PHYSICAL ETIQUETTE WALKING SPEEDS POSITIONING PHOTOS 55 PART 3: PRODUCT KNOWLEDGE INTRODUCTION BEVERAGES Hot Beverages Cold Beverages Beer/ cider Wine Spirits FOOD Fruit Nuts Vegetables Meat 59 A) Beef 59 B) Pork 59 C) Fish 59 D) Chicken/ Poultry 59 E) Game Seafood Pastas Dessert Cheeses Vocabulary SPICES/ HERBS 61

6 I. MISSION OBJECTIVE The objective of this course, Secrets of Service: Full Waiter Course, is to help achieve a practical level of service standards in restaurants by training and educating frontline waitering staff old, new or future in an unique and formal theoretical approach to hospitality combined with an outcomes-based practical section as to enhance customer experience, increase productivity, effectiveness, reduce management stress and escalate sales and profits for both the business as well as its employees specifically the waiter. The course will also function to create employment opportunities for individuals who currently lack the necessary understanding and skills to fulfil a role as a waiter. II. COURSE GOALS Understand the concept of what a restaurant is and how it functions. Understand the concept of what a waiter is and how he/she fits into the restaurant. Understand guest expectations, wants and needs. Understand effect of culture at the workplace i.e. guests, colleagues, cultural awareness. Execute various practical tasks i.e. carrying plates, trays, clearing, taking orders etc. Problem solving, stress management and being pro-active. Basic food & beverage [F&B] knowledge. Health & safety [H&S] awareness i.e. allergies, risks, hazards, etc. Grooming standards i.e. hygiene, presentability, etc. III. OUTCOMES Smoother and better functioning restaurant Enhanced and more effective relationship between restaurant departments Increased productivity, sales and profit for both individual and business Less mistakes, stress related situations and guest complaints Happier guests, return business and word-of-mouth marketing IV. EXAMINATION = CERTIFICATE + REFERENCE + CV This course will finish with a test which the student needs to pass to get a certificate. An optional Restaurant Menu Test* can be added for participants. On successful completion of the course, each participant will be given a certificate from Secrets of Service as well as a reference. Please enquire if you would like to have a CV designed for you. V. PASS RATE Students will need to score 50% or higher to pass the examination and earn their certificate. *If course is done by any employee who is currently employed by a restaurant, or who is going to start employment at a restaurant, a menu test can be arranged as part of the examination by request of the employee and/ or restaurant if done in advance. The test can be the restaurant s version or that of Practical Standards. The test will be marked and results given independently with the results of the other two tests.