In the highly competitive hospitality industry, what can set establishments apart and attract a loyal clientele is outstanding customer service.  Achieving and maintaining a culture of hospitality in service establishments takes the concerted efforts of all employees, including managers, supervisors, hosts, servers, and assistants. Making guests feel welcome from the moment they enter an establishment until the time they leave is an art—the art of hospitality—that requires mastery of technique to create the final product. This course instructs managers and supervisors of service establishments in those techniques, allowing them to develop policies and procedures that enable their employees to create an atmosphere of hospitality and to treat patrons as valued guests (Discounts are available for Enterprise Training by calling us at 1-800-521-9667).

TARGET AUDIENCE
Managers and supervisors of hospitality establishments

TIME TO COMPLETE
90 minutes

PURPOSE
To instruct managers and supervisors of service establishments in the methods of promoting and sustaining an atmosphere of hospitality

LEARNING OBJECTIVES
After completing this course, the learner will be able to:

• identify the principles underlying hospitality establishment customer service and the procedures for implementing these;
• identify the characteristics of effective teamwork in hospitality establishments;
• list the duties of a host in promoting hospitality;
• establish standards for greeting, seating, and speaking to patrons that promote a welcoming atmosphere in hospitality establishments;
• identify the role and duties of servers in dispensing hospitality;
• describe the proper methods of serving food and alcoholic beverages;
• develop and enforce an alcohol service policy that strictly adheres to law but that is consistent with the goal of treating patrons hospitably; and
• list the various tasks comprising side work that hosts, servers, and assistants must perform to promote and sustain an atmosphere of hospitality.

TOPICS COVERED

1. An Overview of the Principles of Hospitality and Customer Service
2. The Role of Teamwork in Promoting Hospitality in Service Establishments
3. The Role of Hosts in Promoting Hospitality in Service Establishments
4. The Role of Servers in Promoting Hospitality in Service Establishments
5. Proper Service of Alcoholic Beverages in Service Establishments
6. The Importance of Side Work in Promoting and Maintaining an Atmosphere of Hospitality