MASTERCLASS WORLDWIDE
UP-LIFTING STANDARD OF SERVICE IN RESTAURANT
THE ART OF SERVICE & CUSTOMER CARE
AN EXPERIENCE UNIQUE IN THE WORLD
INTERNATIONAL LUXURY & PROFESSIONAL SERVICE STANDARD PROCEDURES
The masterclass is a 1 or 2 days memorable show demonstrating the conduct of
perfect hospitality service, including all necessary
and required interactions with customers.
FOR STUDENTS OF HOSPITALITY AND TOURISM UNIVERSITIES
FOR PROFESSIONALS OF THE RESTAURANT INDUSTRY
“A SHOWCASING OF A PERFECT SERVICE“
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. No matter the quality of the products provided which I am sure all managers, owners, and decision-makers are convinced to be the best, the most important part is the way those products are delivered to customers.
Hospitality is a fast-paced industry, constantly evolving. The best way to beat competitors is to ensure students and employees have the ability to perform and maintain exceptionally high-level professionalism in their jobs.
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 to increase students’ rapid integration with a better understanding of the industry.
The new concept of leisure civilization and the continued growth of the sector has driven demand for qualified personnel who can take up positions 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 international rules of 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 !.
The service to the customer is an art, with hundreds of gestures, rules, details, attitudes, and decisions, (without losing the idea of an adapted and personalized interaction expected by any customer). 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”
Christian Cargouet, 2018, Hellenic gastronomic conference, Athen, Greece
´
Christian CARGOUET
Founder and CEO
FBSTI
CONTENT
INTRODUCTION
Introduction of FBSTI and the team, Introduction to the masterclass
TOURISM ANALYSIS
History, different forms, the importance of the tourism industry around the world, economical result, employment, and environment; The tourism today, but what it will look like tomorrow?
Problems caused by success.
The recent world situation, how to handle it, what have been the mistakes?
THE SHOWCASING OF A SERVICE
Our specialist in service will perform all along the masterclass a service from the setting of a table to the service of customers.
1)Setting of a table
2)Restaurant service rules and procedures
3)The restaurant service, the service in a restaurant is an art, with hundreds of gestures, details, attitudes, and decisions, imperceptible but which have always a great consequence on the experience and the pleasure of the customer
PRODUCTS KNOWLEDGE
Important, in order to guide and reply to customers, to have full knowledge on:
-Establishment and history, the owner and his/her background
-The food, how it is prepared, cooked and what is inside every dish, origins
-The beverages, origin, taste, and pairing
-Local curiosities and touristic places
CUSTOMER CARE
Different types of customers, ways to identify a customer, and acting accordingly. (adapted communication and service)
CUSTOMER EXPECTATIONS
Globalization and maturing markets also mean customers are increasingly sophisticated and expectations of superior service are rising, organizations must continuously innovate and improve to create more value for customers
GUEST PERSONAL ATTENTION, INTERACTION
Attention to detail, control of the service, and anticipating.
Be there before, during, and after customers need you
Observe, look for patterns, action, prevent
CUSTOMER IMPRESSIONS
First impression
Last impression
Process of the human brain to generate ideas, feelings, opinions
How to improve a feeling that is already good
How to change a bad impression
PRINCIPLE OF AN EFFECTIVE COMMUNICATION
What are communication and objectives
Methods of sending a message, channels to convey messages
Barriers of communications
Improve communication and common communication errors.
BODY LANGUAGE ANALYSIS
What your body is telling the customer?
Signs send to customers by your body, face
Body language and postures are important for establishing a trustable relationship
UPSELLING, DRIVING SALES
Techniques to enhance sales, income, and benefits
It is an art that must be done with discretion and tact with a lot of fineness and delicacy
All the processes, tricks, and cleverness to increase every staff sale, and restaurant income.
Persuading and influencing customers, “give your customers something they didn’t know they wanted”
TEAMWORK, FLUIDITY OF THE SERVICE
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.
ATTITUDE, BEHAVIOUR & MOTIVATION
It all started 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.
The good impact your attitude and your behavior will have on the customer (more tips, the customer will return)
CONCLUSION OF THE MASTERCLASS
This workshop is accessible and adapted to everyone, captivating, highly professional, and extremely useful where information will be given and retained in a very enjoyable and pleasant atmosphere. Including several interactions with participants through several entertaining exercises (team building, communication, …)
Participants, at the end of the masterclass, will receive
a Swiss certificate recognized worldwide
Contact us for more information
DO NOT MISS IT !
A UNIQUE AND OUTSTANDING REWARDING EXPERIENCE
EXCELLENT AND FAST RETURN ON YOUR INVESTMENT
FBSTI IS PROVIDING THIS MASTERCLASS ALL OVER THE WORLD
COUNTRIES WHERE OUR MASTERCLASS WILL TAKE PLACE IN 2023
(For additional countries please contact us)
EGYPT/JCC COUNTRIES
Contact for Egypt and the JCC Countries: Samir Bekhit, Global Restaurant consultants, +20 121 222 2963
USA
INDIA
JAMAICA
INDONESIA / BALI
FOR INFORMATION:
info@fbsti.com
