The Customer-Centric Manager
This back-to-basics workshop provides food and beverage managers with the necessary tools to plan, manage, and analyze their operations effectively. The principles of knowing your guest, product and business are addressed and reinforced. Participants are challenged to embrace their operational difficulties, apply the strategies learned and to make a commitment to professional excellence.
- Introduction Unit
- Knowing Your Guest
- Tools to Knowing Your Guest
- Knowing Your Product
- Eat, Breath and Live by your Standards
Workshop Objectives:
- To understand the role of Food and Beverage Manager
- To inspire ownership and accountability in the hotel restaurant manager position
- To explore the importance of effective communication skills with peers, employees, and clients
- To identify and solve each client's unique needs
- To keep product knowledge up-to-date
- To ensure quality and consistency in products and services
- To maintain professionalism and values as personal and professional standards
Workshop Format:
- Pre-Workshop Process includes an investigative study with management, a pre-work Food and Beverage assessment, and a follow-up report to management.
- Two-day Workshop is facilitator-led with an emphasis on practical exercise, group discussions, and skill building activities.
- Optional Food and Beverage Assessment program is designed to reinforce newly acquired management and analysis skills and provide ongoing training tools and measurement methods.
Balancing Art & Business
This hands-on, intensive module is designed for the senior food and beverage manager. Participants learn how to evaluate their business' performance and formulate decisions while always keeping the guest in mind. The program enforces key factors of marketing through menus and guest-based promotional strategies..
- Accountability
- Creating a Menu
- Menu Pricing
- Menu Engineering
- Guest-based Marketing
Workshop Objectives:
- To understand methods used to analyze P&L statements and balance sheets
- To know how to analyze labor and food and beverage costs and adjust operations as necessary
- To identify the financial status of the business at all times
- To understand menu layout and design
- To understand pricing methods according to market and concepts
- To recognize which menu items are market driven versus demand driven and how to price accordingly
- To develop marketing plans with minimal investment
- To nurture successful supplier relationships
Workshop Format:
- Pre-Workshop Process includes market segment research and participant pre-work exercises
- Three-day Workshop is facilitator-led with an emphasis on practical exercise, group discussions, and skill building activities.
- Optional Food and Beverage Assessment program is designed to reinforce newly acquired management and analysis skills and provide ongoing training tools and measurement methods.
The Hourly's Learning Model
The typical restaurant team is a diverse group of individuals. For a restaurant opening or re-opening to be successful, it was decided that the learning model would need to be flexible to address the unique learning styles of each participant. Although the information delivered was the same for all, the way in which people integrate it with the job function can be different. We worked using adult learning principles whereby customizing the learning to address the needs of participants increasing everyone's buy-in and knowledge retention because participants want to learn, rather than have to learn. Customization of the training program to address different learning styles can occur in the following ways:
- Written quizzes and tests.
- Seminar style facilitation
- One on one training and support
- Extensive question and answer periods
- Extensive Resource Guide and Workbook developed and facilitated
- Small group work, reporting back collective answers to the larger group
- Scenario role plays to small group with Colleague feedback on performance
- Scenario role plays to entire group with Colleague feedback on performance
- Open classroom style encouraging questions, personal thoughts, experiential knowledge and best practices
- Skills modelling
- Food and wine tastings
Choice of Topics Covered:
- Introduction to restaurant's Brand, Positioning Statement and Mission Statement
- 5 Diamond Standards
- Restaurant's Standards
- Steps of Service
- Breakfast
- Lunch
- Afternoon
- Dinner
- Service Pointers
- Tray Service
- Bottled Water Service
- Wine Service
- Champagne Service
- Maintaining Tables
- Clearing Tables
- Crumbing
- Exceeding Guests' Expectations
- What the Guest sees
- Name Usage
- Telephone Etiquette
- Grooming Policies
- The Uniform
- Guest Relations
- Guest Concerns / Complaints
- Selling Strategies
- Guiding Guests through their Dining Experience