2 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 industryI 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 waiterThe 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.
3 Training and your Establishment PROJECTED GROWTH FOR HOSPITALITY INDUSTRY IN 2011The gradual improvement in 2011, according to the National Restaurant Association’s 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 nation’s economy, with industry sales representing 10 percent of the South Africa gross domestic product and employees comprising 15 percent of the South African WorkforcePresident 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 Speaking at the signing, Tourism Minister Marthinus van Schalkwyk said international tourism forecasts showed the sector was set to soar.
4 Why train your staff for your establishment… Better outcomeLess CostLess RiskCompetitive AdvantageHigher quality workBetter equipped to managed changeGreater ProductivityMore consistent approachFewer mistakes and less reworkingImproved ProfessionalismMore consisting approachGreater stakeholder supportBetter team workHappier and better staffIncreased staff retentionEasier to attract and recruit starsGreater ConsistencyAbility to manage complexityAligned with wider business strategyEnhanced corporate CapabilityCorporate memory capturedContributes to overall capability
5 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.
6 Knowledge is the lifeblood of any business Enhances StatusGreater recognitionBuilds transferable skills setsDevelops skills baseBuilds competencyExpands capabilityBetter PerformanceMore productive and effectiveBetter results for allImproved Career prospectsFeeds promotion and statusTriggers rewardsGreater confidenceFeel pride and fulfillmentEmpowermentIntroduce professional CommunityBuilds networksLearn for othersIncreases professional attractivenessCreates opportunitiesBuilds transferable skills sets
8 Prepare and Clear areas for table service Prepare and clearing areas for table serviceEnsure that linen and service items ready for service- Linen- Service items and equipmentCommon Napkin FoldsPreparing and storing condiments and accompaniment- Salt and pepper- Butter- Sauces and dressings- Sugar and sweeteners- Storage of condiments and accompanimentsRefuse and WasteDining furniture for food service- Restaurant Service- Chairs and TablesTypes of service- Restaurant service- Functions and BanquetsTable Setting for food service- Type of table setting- Setting table d’hote- Setting the banquet cover- Setting the a la carte coverMenu for customer serviceOrganized and Efficient ServiceClearing, Cleaning and Storing service items- Clearing service equipment- Turning off service equipmentLinen for dispatch to laundry / storageStoring food items, condiments & accompanimentsDisposing of rubbish & waste foodCleaning and storing service items and equipment- China- Cutlery- GlasswareLeaving dining and service areas clean and tidy- Dining area- Service areaCleaning dining and service areas
9 Provide a table service - 9 steps to success at table serviceGreeting and dealing with customers in a polite and friendly mannerIdentifying customers needs and requirement- Customer with bookings- Customer without bookingsEscorting customers to an appropriate table or waiting area- Opening the customers napkinsPresenting menu to customersProviding accurate information on individual dishesTranslating MenuPolitely guiding customers to an appropriate choiceWorking in an organized and efficient mannerProviding customers with the correct table items for the food to be served- Adjusting the coverUsing 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 platesFood served of type, quality and quantity required- Serving and arranging foodDisturbance to customersDining area and service areas tidySoiled and unrequited service items- Two plate clearing method- Three plate clearing method- Clearing Glassware- Changing ashtrays- Clearing Condiments- Crumbing downDealing appropriately with spillages and breakages- If a customers is directly affectedRemoving and replacing spoiled table linenMaintaining Sufficient stock of clean linen, service items, condiments and accompanimentsEmptying and cleaning refuse and waste containers
10 Maintain table service Company ProceduresStaffs service to customersStaff trainingMotivation staffProviding a table serviceMonitoring service standardStaff failure to maintain standardDisciplinary MeasurePreparation of table serviceCritical success factorAppearance of the restaurantService and presentationInspecting equipment for servicePresenting of Food and BeveragesImproving food and beverage salesPreparing for customersPlanning a table serviceLiaising with staffCustomer CareWhat is customer careProviding customer careDealing with customers complaintsEquipment MaintenanceEquipment maintenanceMaintaining HygieneCleaning of service equipmentCleaning and Clearing customer areasReplenishing Facilities for customer areaPrioritize, Delegate and Organize WorkWorking in an organized and efficient manner
11 Supervise and Maintain Beverage Storage Storage and Security Procedures.Storage of StocksCellar ConditionsStock Rotations’Handling of wines and drinksStorage of Stock – Dispense BarDrinks Preparations EquipmentSecurityImproving SecurityMaintenanceCleaning Procedures for CellarInspecting CellarIdentifying, Report and Solve ProblemsStock ControlImportance of stock controlOrganizational ProceduresPar Stock LevelsCalculating Stock LevelsMethods of Stock takingTime frame for Stock taking and inspectionsImproving sales of slow moving stockStock catering functionsAccurate Record keepingUnexpected SituationsDealing with unexpected problemsPerformance in Foreign CountriesPrioritize, Delegate and Organize work in the cellar and storage Areas Efficiently
12 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 point’s with easy assessable wi-fi in all surrounding areas of the guesthouseBanqueting AreaOur banqueting area serves dinner and breakfast on a daily basis. It can house up to maximum of 20 guests.Bar areaFully Licensed Bar with a seating of 20 Guests.Michelle Corporate Guest Lodge16 – En Suite Rooms each with its own air-con, private entrance and secure parking.Reception and Accounts officeThe reception area is fully functional with state of the art fax / Printing / Scanner machineGardens and surrounding areaThe 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.
14 About… Leslie Rabie – Trainer – Personal Profile Date of Birth: 29 January 1982 (29 years old)Marital Status: SingleDependants: NoneLanguages Afrikaans - Speak, Write and ReadEnglish - Speak, Write and ReadZulu – BasicBatonga - BasicPortuguese – BasicAddress: Alberton, RandhartTel: (Cell)Work: 011 General Health: ExcellentCriminal Record: NoneOther: Microsoft WordMicrosoft Excel (Basic)Microsoft OutlookLANmark (Reservations Program)Innkeeper (Reservations Program)Jade (Reservations Program)Lodge Master (Reservations Odyssey (Reservations Program)Inside (Reservations Program)Firtst Aid: Level 1I 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.
15 Details Physical Address: 70 Michelle Ave, Randhart, Alberton. Postal Address: PO Box 6449, Meyersdal, 1447.Tel: (011)Cell:Fax: (011)//Website:Company Registration Number – 2004 / /23Vat Registration Number –THETHA Number – L