FOOD AND BEVERAGE MANAGEMENT 1: POLICIES AND PROCEDURES
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FOOD AND BEVERAGE MANAGEMENT 1: POLICIES AND PROCEDURES
- Online course of 125 hours
- Duration of the course: 50 days maximum from the date of purchase.
- If you buy University Certificate in the eShop you get 5 ECTS Credits
- This course is taught entirely in English.
WHO IS THE COURSE AIMED AT?
- Hospitality and Food and Beverage students or employees.
- Professionals and hospitality workers.
- Fans, workers not related to the hospitality industry within the world of wine.
- Areas of marketing, distribution, management and journalism.
- All those people interested in this topic.
OBJETIVES
- The importance of the guest experience, effective and direct communication, the need for frequent training, the proper handling of complaints and the definition of Standard Operating Procedures for the construction of the system.
COMPETENCES TO BE ACQUIRED
Basic competencies that all students acquire after completing the course:
1. Our guest / After completion of this course you should be able to understand
- the importance of guest recognition
- the guest perception
- the importance of meeting guest expectation
2. Employee training and development / After completion of this course you should be able to
- discuss the importance of training in the industry
- list the principles of the adult learning theory
- discuss the steps for developing a job training program
- explain how to improve employee retention rates
3. Understanding and resolving guest problems / After completion of this course you should be able to
- Define and explain guest complaints
- Identify the nature and types of complaint
- Identify the skills necessary to dealing with complaints
- Analyse each complaint situation and determine an acceptable way to handle it
4. Communicating effectively / After completion of this course you should be able to
- List the types of strong communication, assessing the value of each type
- Explain why communication is important to success
- Describe the importance of listening
- Identify the best ways to improve writing skills
- Improve meeting productivity
5. How to define Standard Operating Procedures / / After completion of this course you should be able to
- Write a SOP for your each task you need
- Determine departments in need of SOP
- Research task that need SOP
- Proper documentation
- Using a SOP template
Our Guest- Our business is to provide only exceptional service and food to the people who have chosen to dine with Us.
- We want you to experience our culture, our service philosophy and understand both the requirements of your job as well as YOUR ROLE.
- We hope to see you adopt our standards as your own.
- Our standards are not the minimum levels of performance we want to achieve, but the high degree of excellence we must reach for each of us to realize success.
- Our standards are the benchmarks we use to measure our performance.
- Our mission is to consistently exceed guest expectations by providing memorable dining experience in creative and distinctive restaurant and bar.
- We understand that the guest perception of quality, service, and value is highly personal matter and that it will, most often, be based on the guest’s most recent experience at our restaurant and bar.
- We need to ensure the quality and consistency of each guest’s experience every time they choose our restaurant and bar over the many alternatives.
- We know that competition is fierce in the middle of the pack, so we make it our primary goal to stand above the others.
- Ensuring this takes the sincere commitment of each person involved, working together and always keeping that in mind.
Employee training and development
- We give many excuses for not training: We don’t have the time, we don’t have the money, people don’t stay long enough to make training worthwhile, they don’t pay attention to what you tell them anyway, they'll pick it up on the job, and so on. There is an edge of truth to all of this, but the edge distorts the truth as a whole. When you look at the whole picture, you find that the money saved by not training is likely to be spent on the problems that lack of training causes. And those problems involve more than money; they involve guest satisfaction and the well-being of the enterprise.
- In this module I explore the subject of training in detail and offer a system for developing a training program tailored to a hospitality / food and beverage professionals.
- Understanding and resolving guest problems
What is a complaint?
- An expression of dissatisfaction made to an organization, related to its products (services) or the complaints – handling process itself, where a response or resolution is explicitly or implicitly expected.
- Good customer service is the ability of an organization to constantly and consistently exceed the customer’s expectations.
Communicating effectively
- Human beings communicate all day, every day. We spend over 70 % of our waking hours sending or receiving messages: speaking, listening, writing, reading.
- Since we communicate so much, we ought to be pretty good at it. But we are not.
- There are probably as many opportunities to be misunderstood as there are people with whom we communicate. Different people interpret what you say in different ways and are not necessarily in the way that you meant and you do the same with what they say to you.
- Many of the problems we have on the job and in our personal lives too, involve some type of communication failure.
- As a hospitality professional , you will be communicating constantly. You will be both a sender and a receiver of messages, both roles will be very important constantly.
- You must understand what comes down to you from the top so that you can carry out your instructions and policies of your organization.
- You must communicate clearly with other collogues to coordinate your work with theirs. You must communicate effectively with customers.
How to define Standard Operating Procedures
- A Standard Operating Procedure (SOP) is a set of written instructions that document a routine or repetitive activity followed by a Hotel / Food and Beverage Operation.
- SOP helps in maintaining the quality and consistency of service and standards in your hospitality organization.
- The development and use of SOPs are an integral part of a successful quality system as it provides individuals with the information to perform a job properly, and facilitates consistency in the quality and integrity of a product.
Formación reconocida por:
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Requisitos técnicos necesarios
PC, laptop or mobile devices (smartphone, tablet or iPad) that allows you to access the course
High Quality Internet Service to watch videos
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