waiters

A waiter not only has to know how to set a table properly, but has to be able to perform the perfect waiting manners, as well as be well-acquainted with the served dishes and drinks. These courses will help you to understand, interpret and satisfy customers' needs more efficiently. You will also learn how to sustain a successful relationship in the team and understand the base principals of hygiene in a restaurant.

1. Restaurant Sales (1 day)

• What are sales and their principals • Understanding a client’s hidden and open desires for better sales results • Fundamental sales mistakes • How to sell the idea, not the product • Excellent sales skills • Working with complaints

2. Hospitality and Service principals in a restaurant (2 days)

• Setting the table • Customer Service standards • Guidelines for daily contact and decision-making • Role of employees in the company’s image • Communication with guests • Sales skills and their role in service

3. ABC of Communication for a better service with customers (1 day)

• Getting ready for receiving guests and creating positive atmosphere • Client typology • Verbal communication • Problem-solving • Setting the table

4. Customer Service for five-star guests (1 day)

• What a VIP guest expects • How to communicate with a VIP guest • Client typology • Problem-solving • Standards of VIP Customer Service

5. Conflicts and Solutions in daily restaurant work (2 days)

• Influence and persuasion in dialogue and conflict resolution • How to define and discuss complex issues • The role of listening in resolving problems • Conflict – what it is and why it is important • Conflict types and stages

6. Stress management in hospitality (1 day)

• What is stress • Causes of stress • Methods for overcoming stress • Feedback role in the prevention of stress • Physiologic and psychological aspects • Seven levels for stress reduction

7. Basic sales actions in restaurant business (2 days)

• Principals of smart selling • Creating connection with the guest • Sales difficulties and how to overcome them • Result-oriented actions • Active listening • How to lead the guest to making decisions • Analysis of operations and result, planing future activities

8. Table culture and manners (1day)

• Setting the table • Behavior at the table • Etiquette requirements and standards • The importance of table manners in forming the image

9. Communication and its role in hospitality (2 days)

• Tact in communication • Communication fundamentals and skills • Communicating with the difficult customer • Empathy • The art of listening and hearing • The role of confidence in communication • Anger management • Teambuilding tactics

10. Introduction to wine (1 day)

• History • Bottles, corks • Geography • Pests and diseases • Terroir • Barrels

11. Wine and service (2 days)

• Fundamentals of service and tasting • White wines, production and most popular grapes • Red wines, production and most popular grapes • Sparkling wines and champagne • Dessert and fortified wines

12. Wine and food compatibility (1 day)

• Fundamentals of wine and food compatibility • Classic grapes and compatibility • Experimenting in food and wine compatibility • Practical class

13. Wine list in a modern restaurant (2 days)

• Trends • Appreciation of wine • Diversity • Price range • Moment of surprise in the wine list

14. French wines (2 days)

• Bordeaux • Burgundy • Rhone • Loire • Languedoc • Roussillon • Jura • Alsace

15. German wines (2 days)

• Moselle • Rheingau • Pfalz • Rheinhessen • Ahr

16. Spanish and Portugese wines (2 days)

• Rioja • Ribera del Duero • Rueda • Penedes • Jerez

17. Italian wines (2 days)

• Piedmont • Veneto • Friuli • Tuscany • Southern Italy

18. Mediterranean, Central European and Eastern European wines (2 days)

• Hungary • Czech Republic • Georgia • Slovakia • Slovenia • Greece • Cyprus

19. Astralian and New Zeland wines (2 days)

• Victoria • Western Australia • New South Wales • Southern Australia • Southern New Zeland • Northern New Zeland

20. USA and Canadian wines (2 days)

• California • New York • Oregon • Washington

21. South American wines (2 days)

• Chile • Argentina • Brazil • Uruguay

22. Distilled drinks, history and service (2 days)

• History • Distillation process • Raw materials • Goegraphy • Traditions • Service

23. Classic cocktails (2 days)

• History • Mixing • Service

24. Modern cocktails (2 days)

• History • Mixing • Service

25. Team building excercises (1 day)

• How to promote work in a team • Understanding each person's role in the team • How to develop and promote cooperation in a team • Practical excercise – analysis of situations and discussions • Individual responsibility for team results

26. Tea (1 day)

• Tea types and their differences • History • Degustation • Tea making according to type

27.Coffee (1 day)

• Coffee types and their differences • History • Degustation • Brewing • Working as a barista

28. Sales skills and effectiveness in hospitality (2 days)

• How to improve sales skills • Understanding the activities of added value • Excercises to improve sales skills • Analysis of situations, games, discussions • Working with customer complaints and their solving techniques

29. Hygiene fundamentals in a restaurant (1 day)

• Minimal hygiene requirements • Good hygiene practice • Unwritten rules • The importance of hygiene in a restaurant