Beverage Service Training Program for Servers
Beverage Service Training Program for Servers Introduction Beverage service industry is typically defined as a part of the hospitality industry. The training program coaches the servers to welcome customers, take drink orders, and serve drinks in a competent manner. The graceful behavior of beverage servers is extremely valuable because they are the frontline representatives of the restaurant/ hotel. Although, no hard core education or training is necessary for this industry, yet the development of a planned training module is essential.
The basic etiquettes, which are essential for this industry, can be imbibed by various training approaches (Hickey and Cichy, 2011) Training Methods In the beverage serving industry, customer is the central focus. Therefore, it is vital to serve him in the best possible manner. In this whole act, server is the crucial element of dining service, so that there is implementation of diverse training modules. There is a bifurcation of training modules in two categories: Off-the-job and On-the-job training modules
Off-the-job Training: This training module entails classroom training. This training requires extra devotion from the server in gaining training. Different types of training methods in this module are: Classroom Lectures: This training includes lecture delivery on topics related to curriculum of the training module. It is beneficial because the instructor provides first-hand information to the servers and servers get proper guideline to follow. The instructor will provide information to serve glass or place the tray.
Also read Modules 9 & 10
One more benefit of this technique is that, in case of any mystification, the server can ask immediately (Hickey and Cichy, 2011) Role Plays: It is the most widely used training method, as it inculcates the grounding of real time situations. In this, the server experiences different hypothetical situations and prepares himself to react in the most efficient manner (Danziger, and Dunkle, 2005) On-the-job training, module: This training method is most appropriate for this industry. The different techniques, applied in this field, are: Coaching: It engrosses one-to-one interaction.
In this, the server gets assignation of a senior person, and the person communicates the plan to the server. The basic utility of this method is that it provides a prospect, with which a server gets instant feedback for his performance (Parpal, 2012). Apprenticeship Training: This training module enables the server to experience actual working performance. This training also provides the server with suggesting some novel ideas of serving the drinks, new wine combinations, and many more (Danziger and Dunkle, 2005).
Training Objectives The training objectives, in beverage serving training, are mostly not quantitative but qualitative. Some of the training objectives are as follows: 1. To Impart Effective Communication Skills: The communication skills are hugely prominent in the service industry, as it will persuade the customers to buy that product. The perfect explanation of the menu is a prerequisite in this industry. 2. To Instill Serving Skills: The manner of placing the glass on the table is extremely crucial.
While serving the customers, it is essential to focus over the table, as placing glasses over the table will require caution and proper arrangement of plates and glasses (Arduser, and Brown, 2005). 3. Proper Dressing Style: In the hospitality sector, it is essential to have proper dressing style. The personal hygiene is a noteworthy factor, as the dirty or clumsy appearance will impart a false impression on the customers (Arduser, and Brown, 2005). 4. Building Right Attitude: The right attitude involves the empathetic behavior of servers towards customers.
The feeling of helping customers with a smile is particularly influential in service oriented sector. Building right responsive behavior, concerning customers is the main motive of this object (Arduser, and Brown, 2005). 5. Attentiveness: It refers to cautious behavior regarding customers’ desires. A decent server will be vigilant enough to recognize the requirements of customers; like, when a customer’s glass is empty, the server immediately needs to ask if the customer needs other peg for drink. It is terribly hard during night shifts and long working hours (Arduser, and Brown, 2005).
Measurement of Training Success To calculate the success of training, various methods are employed: 1. Regular Assessment: This method is highly functional for the measurement of success of training modules. The learning time consumed in gaining expertise in the operations, like handling bottles, opening the cork of the bottle and displaying controlled hand gestures are measured by this method (Parpal, 2012). 2. Observations: The behaviors with customers and dressing style are measured by keen observation.
The courteous behavior is measured by ardent supervision. Moreover, the supervisor keeps an intense vision on the behavior of the server during night hours. During night hours, the chance of misbehaving with customers is comparatively high. 3. Customer Satisfaction Survey: This method is the finest among all the evaluation tools. Customers provide the genuine results for the performance of any beverage server. It will require a set of questions, which may offer correct measurement of performance (Parpal, 2012).
Various other parameters are also taken into consideration for the performance measurement of servers, for example, attendance during lectures, dedication to learning more and evaluation of daily feedbacks. All these data will then be evaluated to calculate the overall success of the training program. In the end, the customer revisit will also be a symbol of success of training schedule (Hickey and Cichy, 2011) Work Cited Arduser, Lora and Brown, Robert D. The Waiter & Waitress and Waitstaff Training Handbook: A Complete Guide to the Proper Steps in Service for Food & Beverage Employees.
Atlantic Publishing Company, 2005 Danziger, James and Dunkle, Debora. Methods of Training in the Workplace. Web. 10 October 2012. < http://www. crito. uci. edu/papers/2005/DanzigerDunkle. pdf> Hickey, Philip J. and Cichy, Richard. Managing Service in Food and Beverage Operations. Educational Inst of the Amer Hotel (3rd ed. ). 2011 Parpal, Monica. Restaurant Server Training Guidelines. Restaurant Equipment and Supplies. Web. 10 October 2012. <http://www. foodservicewarehouse. com/restaurant-equipment-supply-marketing-articles/restaurant-management-and-operations/restaurant-server-training-guidelines/c28036. asp>