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Prepare your restaurant cast for a great service performance!
The course is modular so training can be delivered in bite size chunks. A trainee does not have to participate in the entire course, and you can assign modules (Acts) that are relevant to different roles. Each Act takes approximately 20 minutes to complete.
Act 1: This is Show business
Who will benefit?
Every role in the show-Front of house, heart of the house, behind the scenes.
In Act 1, every role will learn the importance of exceeding audience expectations and the personal benefits from offering a great performance.
| ACT 1
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What is restaurant show business?
Famous cast members
Elements of a successful show
You play a key role in the show
Supporting roles
Why is great service important?
The benefits of great service
The Impact of positive word of mouth advertising
The Impact of negative word of mouth advertising
Why customers don’t return
How to deal with an unhappy customer
What’s in it for you?
Exercise: 3 ways to positively affect the dining experience
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Act 2: Opening night
Who will benefit?
Wait staff, Bar Staff, Front of house.
In Act 2, your cast will learn the true nature of their role, along with supporting roles of the extended cast and crew. Stage presence, body language and personal hygiene are other key elements of this module.
| ACT 2
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Extra extra read all about it
What customers expect
What impacts customer satisfaction?
Your performance is key
Appearance and posture
Personal hygiene-Hair, Face, Hands
First impressions- Appearance, Posture, Eye contact, Uniform
What you need to know about your role
The place you work
Products and services
The roles of people you work with
Teamwork-Opportunities to work together
Exercise- Fact sheet for your restaurant
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Act 3: Setting the stage
Who will benefit?
Wait staff, Bar Staff.
Act 3 focuses on the basics of table service. From greeting and seating, to food order and delivery, to clearing and check processing, this module is a great introduction for newcomers and a perfect refresher for those wishing to retain good service habits.
| ACT 3
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Service basics
Table setup
Handling glassware and tableware
Ten steps of service
Greeting and seating- 15 second rule, Offering assistance
The Food order-Check back rule, Accuracy
Delivering and clearing food and drinks
Presenting the bill- How and when
Processing various forms of payment
Lasting impressions- Helping hand, Courtesies
Exercise- Apply the service basics to your restaurant
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Act 4: Rehearsal
Who will benefit?
Wait staff, Bar Staff.
Bottles of wine, blackboards, and table cards are several examples of props that are part of the performance. This module teaches the critical elements of product knowledge and how to use props to educate customers and bring the menu to life.
| ACT 4
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What are restaurant props?
Examples of restaurant props
How to use props
Exercise- examples of props in your restaurant
What is product knowledge?
Why is it important?
Earn more with product knowledge
Menu product knowledge essentials
Restaurant product knowledge
Exercise using product knowledge and props to sell
What are descriptive words?
How can you use them?
Word game- puzzle
What is menu guidance?
Using props and descriptive words to provide guidance
and bring the menu to life
Exercise- Using product knowledge/descriptive words
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Act 5: A Great Performance
Who will benefit?
Wait staff, Bar Staff, Front of house.
Anticipating customer needs, reading customer cues, providing guidance, suggestions and recommendations are part of a great performers repertoire for exceeding expectations and increasing sales. Act 5 provides the direction for utilizing these elements, along with the individual showmanship and flair required to ensure every performance receives rave reviews.
| ACT 5
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What are restaurant props?
Examples of restaurant props
How to use props
Exercise- examples of props in your restaurant
What is product knowledge?
Why is it important?
Earn more with product knowledge
Menu product knowledge essentials
Restaurant product knowledge
Exercise using product knowledge and props to sell
What are descriptive words?
How can you use them?
Word game- puzzle
What is menu guidance?
Using props and descriptive words to provide guidance
and bring the menu to life
Exercise- Using product knowledge/descriptive words
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Everyone wins when you help your wait staff learn how to sell and serve more effectively, earn more tips and exceed your customers' expectations.
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Testimonials
"The course is great for new starters and as a refresher to support the on the job training our staff receive".
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