Waiter trainer guide english

Topic 1, 2, and 3: Tourism Industry, Hotel and Restaurant Learning objective & topics covered in module • Skills: Tourism and tourism industry • Knowledge: Overview of tourism industry,

The HITT programme is implemented by the Netherlands Development Organisation

(SNV) through the financial assistance of European Commission (EC) Investing in People programme The HITT initiative aims to contribute to sustainable pro-poor growth of the informal tourism sector in seven least developed and developing countries in Sub-Saharan Africa and Asia Within the framework of this initiative, SNV and its local partners have elaborated a skill development programme for informal sector actors, notably women and youth, unskilled and semi-skilled workers, in close collaboration with the private sector In Nepal, the HITT programme has been working with the tourism sector to identify demanded occupations, develop training curriculums, produce training material and deliver training to its beneficiaries The six selected occupations include assistant cook, waiter, housekeeper, service excellence and hygiene, trekking guide, and homestay and lodge operators

Contributions

This publication has been produced with the financial assistance of the European Union The contents of this publication are the sole responsibility of SNV and can in no way be taken to reflect the views of the European Union For more information on Europe Aid, please visit http://ec.europa.eu/europeaid/

MODULE 1: INTRODUCTION TO TOURISM, HOSPITALITY AND FOOD AND BEVERAGE 9

Topic 1, 2, and 3: Tourism Industry, Hotel and Restaurant 10

Box 1 Icebreaker 10Box 2, 1.1, Tourism Industry Tourism Industry, Hotel and Restaurant 11

Sub - Topic 1.2.1: Inter-department Relation 12

Box 3, 1.2.1, Inter-department Relation 13

Topic 3: Restaurant 14

Box 4, 1.3, Restaurant 14

Topic 4: Staffing and Management 15

Box 5, 1.4, Staffing and Management 15

Topic 5: Attributes of a Waiter 16

Box 6, 1.5, Attributes of a Waiter 16

Topic 6 and 7, Communication & Handling Guest Complaints 18

Box 7, 1.6, and 1.7, Communication & Handling Guest Complaints 18

Topic 1 and 2: Personal Hygiene & Personnel Grooming 22

Box 8, 2.1 and 2.2, Personal hygiene and Professional Appearance 22

Topic 3: Restaurant Hygiene 23

Box 9, 2.3, Restaurant Hygiene 23

Topic 1, 2 and 3: Restaurant Equipment, Carrying Plates and Dispose of damaged Cutlery 26

Box 10, 3.1, 3.2 and 3.3, Restaurant Equipments, Carrying Plates and Dispose of

Topic 4: Restaurant Linen 28

Box 11, 3.4, Restaurant Linen 28

Topic 5: Restaurant Furniture 29

Box 12 3.5, Restaurant Furniture 29

Topic 6, 7 and 8: Bar Equipment, Handling Glassware and Using Tray 30

Box 13, 3.6, 3.7, 3.8, Bar and Bar Equipment, Handling Glassware and Using Tray 30

MODULE 4: RESTAURANT MENU 33

Topic 1, 2 and 3: Menu, Types of Menu and The French Classic menu Sequence 34

Box 14, 4.1, 4.2 and 4.3, Menu, Types of Menu and The French Classic Menu Sequence 34

Topic: 1, 2, 3, 4 and 5: Beverage, Tea, Coffee, Service of Tea and Coffee and Mocktails 36

Box 15, 5.1, 5.2, 5.3, 5.4 and 5.5 Beverage, Tea, Coffee, Service of Tea and Coffee and mocktails 36

Topic 6: Alcoholic Beverages 37

Box 16, Alcoholic Beverages 37

Topic 7, 8 and 9, Beer, Wine and Cocktail 38

Box 17, 5.7, 5.8 and 5.9, Beer, Wine, Cocktail 39

Topic 10 and 11: Tobacco and Serving Cigarette 40

Box 18 5.10 and 5.11, Tobacco and Serving Cigarette 40

Topic 1 and 2: Types of Service and Briefing Before Service 42

Box 19, 6.1 and 6.2, Types of Service and Briefing before Service 42

Topic 3: Mis en scene & Mis en place 43

Box 20, 6.3, Mis en scene & Mis en place 43

Topic 4: Service Sequence 44

Box 21, 6.4, Service Sequence 44

Topic 1: Cost Control & Selling Techniques 46

Box 22, 7.1, Cost Control & Selling Technique 46

Topic 2: Understanding Our Customer 47

Box 23, 7.2, Understanding our customer 47

Topic 1 and 2: Marketing and Trends in Food and Beverage Operations 50

Box 24, 8.1 and 8.2, Marketing and Trends in Food and Beverage Operations 50

Topic 1, 2 and 3: Responsibilities and Food Handler, Waste Management and Pest Control 52

Box 25, 9.1, 9.2 and 9.3, Responsibilities as a food handler, Waste Management and Pest Control 52

Topic 4 and 5: First Aid and Restaurant Hazards and Safety Measure and Handling 54

Box 26, 9.4 and 9.5, First Aid in the Restaurant, Restaurant Hazards Safety Measure and Handling 54

Topic 6 and 7: Fire and Maintenance 55

Box 27, 9.6 and 9.7, Fire and Maintenance 55

Annex-1: Introduction to HITT teaching Techniques 56

About the Food and

Beverage Service -

Waiter trainer guide

This trainer guide is developed to help the trainer to deliver the training for the Waiter

course based on learner manual with a clear guidance It is sequenced and follow

the contents of the learners manual and represents each and every step in delivering

each topic, with activities and interactive questions, as well as particular resources and

materials that the trainer may require to deliver on each specific topic The guide

incorporates adult learning and active teaching methods specifically adapted and

refined for the level of target trainer and beneficiaries alike Throughout the development

of the material, the competence of the service personnel in the Kathmandu valley were

considered through market need analysis in the food and beverage sector Industry experts

and TVET services provided further technical and practical inputs focusing on the industry

demands and requirements The learning from pilot phase has been integrated in final set

of training materials

Objective of the Food and Be verage Service trainer guide

The goal of this guide is to equip the trainer to deliver the actual content of the learner’s

manual in effective and efficient manner within an allocated time frame

Course Duration and training venue

This course is designed to complete in 390 hours consisting of theory, practical activity

and internship in a relevant establishment Ideally, a classroom should have maximum 20

participants The training venue should have sufficient space available to conduct various

activities described in the trainer guide and other facilities such restaurant, bar equipment,

cutlery, crockery, linen, alcoholic and non-alcoholic beverage and related tools for

demonstration, role play and to practice the learning of the course

Target Audience of the trainer guide

This trainer guide is designed to be used any restaurant, kitchen and service staffs and

owners/managers, who have experience in food production and in service, especially those

who run restaurants in Nepal In order to extend the teaching capacity and to empower

with technical and practical knowledge in the course, it is highly recommended that you

attend HITT training program delivered by the “HITT master trainer”

Learning Outcomes

Upon successful completion of this course, the beneficiaries should be able to demonstrate and practice:

• Explain the tourism, hospitality, food and beverage industry

• Provide excellent customer service

• Maintain personnel hygiene

• Preparation for food and beverage service

• Provide a food service to guests

• Provide a beverage service to guests

• Carry out general food and beverage and closing procedures in a restaurant

• Cost controlling measures and responding to customer needs

• Identify trends in the food and beverage industry

• Safety and security risks in the restaurants and preventive measures

Formative Assessment

Learners may be formatively assessed throughout the course This will take place in the form

of quizzes, practical exercises and/or application

Summative Assessment

A final summative assessment may be given to learners at the end of the course and will

be based on the learning outcomes for the course

This assessment is (indicate what format this assessment takes, for example, a paper-based assessment, practical, simulation) to be completed at the end of the course; for practical assessments, the practical components of the course must be combined into an integrated assessment to ensure that learners can demonstrate an entire process

Trainers Kit

To train this course effectively, you will have to invest time and effort into putting a training kit together Ideas for the content of the kit are provided in the “Resources” column of the detailed guide for each module

The materials and resources will enhance your training Your kit should contain resources such as:

• Paper-based: books, photos, magazines, posters, notices, signs, advertisements,

brochures, maps, etc

• Equipment-based resources: utensils, cleaning equipment, knives, etc.

• Samples and examples: materials used in industry, items learners may have not seen

before – e.g strange vegetables, food items, product samples, etc.…

When preparing for your classes go through the resources required and collect or prepare

these well in advance, especially where you will need industry samples and examples,

flashcards, new articles and so on If possible, share these with colleagues to reduce the

workload on one person and to make the resources available to other classes as well

Activities

This trainer guide provides for many and varied activities These activities are not all

included in the Learner Guide Depending on your time and resource, you must identify

what activities you can deliver based on time and facilities Try to do as many activities as

possible to facilitate Active Learning opportunities for your learners See annex 1 for HITT

teaching techniques methods and various tools and resources that can be applied to

deliver this course

Activities are provided in the following categories:

• Out of class research – such as sourcing information in industry Learners will do this out

of class time and you will facilitate feedback on their findings and draw conclusions

• Practical activities: these include role-plays, tastings, identification tests, flashcard games,

simulations, guest speakers, audio-visual sessions, industry visits, demonstrations and

practice time

• Discussion-based: learners will have time to discuss various topics either as a large group

or in smaller groups Facilitate feedback from these discussions

How to use the Trainer’s Manual

Icons

Questions to ask

participants

Ice breaker Activity Tips

Use resources

Trainer's guide 1 (1 for each trainer)

Trainer’s kit (see below) 1

Attendance register 1

Registration form 1 per learner

Post-training evaluation form 1 per learner

Stationery (pen, notepad, folder) 1 for each participant

Whiteboard markers 1 multicolour pack (red, blue, black, green)

Permanent markers 1 multicolour pack

Brown/white paper 150 sheets

Masking tape 2 rolls

Meta–cards 200 pcs

Glue-sticks 2 pcs

Name tags As required

Learners’ kits 1 per participant

Learner Manuel 1

Attendance Register 1

Laptop and Data Projector 1

Pictures related to food & beverage service 1 set

Playing Card 1 set

Sticker of different multicolour

(red, green, yellow, blue) 1 set

Scenarios (complaints) 1 set

Cards with request written for role-play 1 set

Meta-cards with key words and sentences

organised into questions and answers 1 set

Meta-cards of Restaurant Organizational Chart 1 set

Restaurant cleaning materials 1 set

Small Restaurant Utensils 1set

Different types of menus 1set

Different types of promotional pictures 1 set

MODULE 1

INTRODUCTION TO FOOD & BEVERAGE SERVICE

Topic 1, 2, and 3: Tourism Industry, Hotel and Restaurant

Learning objective & topics covered in module

• Skills: Tourism and tourism industry

• Knowledge: Overview of tourism industry, F&B service organization system and

the career path for the waiter

• English terms: Restaurant Manager, Stations, Maitre de, Floor Plan, Duties,

Responsibilities

• Attitude: Willingness to improve the services to tourist

BOX 1

Activity : Icebreaker Teaching Methods and Specific Resources

Ice break Introduction game of facilitator and learners:

• Divide people into pairs Ask them to take three minutes to interview each other

• Each interview has to find 5 interesting facts about their partner

• Bring every one back to together ask everyone to present 5 interesting facts about their partners to

the rest of the groups

Compiling expectations Provide learners with meta-cards and ask them to write

on the cards what they want to learn from this course.Collect the cards and read out each one, explaining whether the course will address learners’ expectations

Setting norms Discuss

The organisation of the training

Division of tasks (who is the leader, who is the reporter, and who is the evaluator for the day?)

Rules regarding use of mobile phones, talking in class, attendance, starting and closing time, and lunch breaks…

BOX 2

1.1, Tourism Industry, Hotel and Restaurant

Activity Teaching Methods and Specific Resources

Discuss and

explain:

Explain about Tourist,

tourism industry & hospitality

industry Give a brief

description on your (server)

role in the hospitality

• What is tourism and tourism industry?

• What is the impact of tourism development in Nepal

• What are negative and positive impacts of tourism?

• Who is the tourist?

• What are their types?

• What is a hotel and what are the activities?

• How does it function?

• What is hospitality industry?

• What is your (server) role in the hospitality industry?

List answers of learners Explain them about tourism, tourist & their types & your (server) role in the hospitality industry

Resources:

• Marker

• Brown Paper/white board/PPT

MODULE 1 : INTRODUCTION TO FOOD & BEVERAGE SERVICE

Sub - Topic 1.2.1: Inter-department Relation

Learning objective & topics covered in module

• Skills: Coordination skill, develop a good relationship between various departments

• Knowledge: Interdepartmental relationship in an establishment

• English terms: Front Office, Kitchen, Reservation, Housekeeping, Account

• Attitude: Friendly and open, acknowledge the importance of this duty

about inter depart

mental relation & the

• What do you call this?

• What is inter departmental relation?

• What are the different departments involved?

• Why should f & b service department have to coordinate with kitchen?

• Why should F&B service have to have good relation with different other departments?

• List answers of learners Explain them about interdepartmental relation, importance of good relation between other departments

Divide participants into 2 groups

Role play for first group

A waiter takes an order from a customers and returns after 5 minutes, saying that there is no Chicken today

Customer not happy and complains, and when he returns to Kitchen, the Chef says, ‘why you didn’t check with the kitchen before? What went wrong?’

Facilitate the discussion

Role play for second group

Restaurant prepares X number of covers for in-house guests, all of a sudden, more guests come No more tables left? What went wrong?

Facilitate the discussion

MODULE 1 : INTRODUCTION TO FOOD & BEVERAGE SERVICE

Topic 3: Restaurant

Learning objective & topics covered in module

• Skills: Restaurant types and functions

• Knowledge: Function of restaurant, types of restaurant

• English terms: Fast Food, Speciality Restaurant, Cafeteria, Coffee Shop

• Attitude: Attentive, responsible, attention to detail

• Do you go out to eat?

• Where do you go out for eating?

• Do you know who you become when you eat outside?

• What is a restaurant?

• What is the function of the restaurant?

• What are the types of restaurant?

List answers of learners Explain them about restaurant, its function and its type

Topic 4: Staffing and Management

Learning objective & topics covered in module

• Skills: Restaurant types and functions

• Knowledge: Function of restaurant, types of restaurant

• English terms: Fast Food, Speciality Restaurant, Cafeteria, Coffee Shop

• Attitude: Attentive, responsible, attention to detail

BOX 5

1.4, Staffing and Management

Activity Teaching Methods and Specific Resources

Discuss and explain:

Explain them

about staffing &

manage-ment, different

positions in the restaurants

& the organization chart

• What do you understand by staffing?

• What is organisation chart?

• What are the different positions in the restaurants?

• Who is a waiter?

List answers of learners Explain them about staffing &

management, different positions in the restaurants &

the organization chart

Flash Card with different positions of restaurant

MODULE 1 : INTRODUCTION TO FOOD & BEVERAGE SERVICE

Topic 5: Attributes of a Waiter

• Learning objective & topics covered in module

• Skills: Good conduct, good memory, concentration, salesmanship, honesty,

punctuality

• Knowledge: Good personal hygiene & appearance, ability to follow responsibly

• English terms: Personality, Communication, Honesty, attitude, Sincerity, Concentration

• Attitude: Responsible, attention to details, acknowledge the importance of this duty

telephone handling skills &

complaint handling skills

• What are the attributes of a waiter?

• Why do you expect these attributes?

• Have you ever been confused when interacting with different people?

• What was the problem?

Resources:

• Marker

• Brown Paper/white board/PPT

Divide participants into 4 groups and ask them to

discuss and list the following:

Group 1: what waiter/waitress can do to express

hospitality, e.g., greet guests with a warm “Namaste”, smile, and offer to fill their water bottles or show them where they can do so

Group 2: how to be inhospitable, e.g., by giving an

angry welcome, showing a lack of attention, being impolite, having a dirty appearance or bad smell

Group 3: good waiter/ waitress need to have a positive

attitude (be alert and friendly, show attention to detail, respect privacy, be service-oriented)

Ask each group to list down on brown paper and

present their work to the other groups

Ask participants to think about other attitudes

and services

Tip: it is important to emphasise that waiter/ waitress

must allow guests their personal space and privacy, especially in a restaurant environment

Tip: in the hospitality industry, we call our

MODULE 1 : INTRODUCTION TO FOOD & BEVERAGE SERVICE

Topic 6 and 7, Communication & Handling Guest Complaints

Learning objective & topics covered in module

• Skills: Communication and handling guest complaint, taking HEAT approach

• Knowledge: What is courtesy and types of communication, special guest needs and

request, handling guest complaints

• English terms: Courtesy, communication, facial expression, gesture, complaint

• Attitude: Hospitable, attentive, helpful and positive and responsible

BOX 7

1.6, and 1.7, Communication & Handling Guest Complaints

Activity Teaching Methods and Specific Resources

• What are the different types of communication

• Ask all learners which problems and complaints can occur with guests

List answers of learners and explain them about to:

• Display courtesy and good communication skills

• Provide information to guests on requests

• Respond to special needs of guests

• Handle guest complaints

Resources:

• Marker

• Brown Paper/white board

Demonstration: Discuss Gestures and Symbols as a means of

communication using Flashcards of internationally

recognised symbols to illustrate that all people have some common communication and understanding.Discuss gestures, expressions and body language as a means of communication

Resources:

• Flashcards

Ask all learners which problems and complaints can

occur with guest

Divide learners into groups of 3: one as a restaurant

staff and two as guests

Ask each group to select (make up) a problems/

complaints scenario (trainer’s kit) and enact it The staff has to try and handle the issue smartly Ask participants

to observe both performances and identify what went well and what went wrong in each session

Capture and summarise the observations on a brown

sheet of paper

Provide tips for handling complaints

Resources:

• Marker

• Brown Paper/white board

• Scenarios (For complaints)

HEAT What is HEAT?

What are the major focus points of HEAT and why HEAT

is effective

H: Hear them out E: Empathy A: Apology T: Take action

How do you apply the HEAT sequence?

Resources:

• Develop for HEAT (one card for each letter) Display them in the class and ask them to express the meaning of each letter

Activity

HEAT Role Play Divide into groups of three and role play the guest complaint scenarios that you will be given Use the

HEAT method to handle the complaint (develop a compliant scenarios for each pair)

Resources:

• Role play cards

MODULE 1 : INTRODUCTION TO FOOD & BEVERAGE SERVICE

20

MODULE 2

HYGIENE

Topic 1 and 2: Personal Hygiene & Personnel Grooming

Learning objective & topics covered in module

• Skills: Develop personal hygiene, professional appearance

• Knowledge: Personal hygiene principles & practices, dress code for restaurant staff

including hair, makeup, jewellery etc., reporting procedure for illness & injuries

• English terms: Hygiene, illness, uniform make up, jewellery

• Attitude: Responsible, attentive & attention to details

BOX 8

2.1 and 2.2, Personal hygiene and Professional Appearance

Activity Teaching Methods and Specific Resources

• How do you want to see a waiter when you visit

a restaurant? and why?

• Why do you wash your hands, cut your nails, hair, take shower & wash clothes?

• When should you wash your hands?

• How do you wash your hands?

• What is personal hygiene?

• How do you maintain personal hygiene?

• What is grooming?

• How do you maintain personal grooming?

• List answers of learners Explain them about personal hygiene, personal grooming & method of maintaining personal hygiene and grooming

Topic 3: Restaurant Hygiene

Learning objective & topics covered in module

• Skills: Maintaining a clean and hygienic restaurant according to the proper product

and schedules

• Knowledge: Restaurant hygiene, cleaning products of restaurants, types of cleaning

• English terms: Hygiene, Mopping, Vacuum Cleaning, Skirting Boards, Trolley, Fitting

• Attitude: Responsible, attentive & attention to details

• What is restaurant hygiene & why it is important?

• How do you clean restaurants?

• What is the cleaning procedure of a restaurant?

• What are the different types of cleaning?

• Explain to them about restaurant hygiene, its cleaning procedure, types of cleaning and reporting maintenance

MODULE 2 : HYGIENE

24

MODULE 3

RESTAURANT HYGIENE

Topic 1,2 and 3: Restaurant Equipment, Carrying Plates and Dispose of damaged Cutlery

Learning objective & topics covered in module

• Skills: Cleaning & handling restaurant equipment

• Knowledge: Recognition of different types of restaurant equipment, method of

cleaning & their uses

• English terms: Cutlery, Crockery, Teaspoon, Dessert Spoon

• Attitude: Responsible, alert, attentive & attention to details

• How do you eat food in the restaurant?

• What are the different types of equipment used in the restaurant?

• What is crockery?

• What are the different types crockery used in

a restaurant?

• What are the different techniques of carrying plates?

• What would you do if crockery or cutlery are broken, how and why?

• What is cutlery and its type?

• How do you clean the cutlery and how do you store them?

• List answers of learners

• Explain to them about the precautions and how to deal with broken crockery

• What are the precautions and how would you deal with broken crockery?

Resources:

• Marker

• Brown Paper/white board

Tip: When speaking of disposal of cutlery and crockery,

please emphasize on sorting and recycling

Demonstration

and practice:

Cleaning & Handling

restaurant equipment

First observe which cutlery and crockery can be shown

at the training venue List down the items and discuss their types & show them how to use & hold & clean them

Topic 4: Restaurant Linen

Learning objective & topics covered in module

• Skills: Using & Handling restaurant Linen

• Knowledge: Recognition of different types of restaurant Linen & their uses

• English terms: Napkin, Table cloths, Overlays, Mats, Multan, Frill, Tray cloth

• Attitude: Responsible, alert, attentive & attention to details

linen used in the

restaurant, their uses & the

• What do you understand by Linen?

• What are the types of Linen used in the restaurant?

• What are the different sizes of Linen?

• List answers of learners Explain them about different Types of linen used in the restaurant, their uses & the sizes

Resources:

• Restaurant Linen

Topic 5: Restaurant Furniture

Learning objective & topics covered in module

• Skills: Using & Handling restaurant Furniture

• Knowledge: Recognition of different types of restaurant Furniture & their uses

• English terms: Rectangle table, Oval table, Chairs, Conference Table

• Attitude: Clean, neat, responsible, alert, attentive & attention to details

BOX 12

3.5, Restaurant Furniture

Activity Teaching Methods and Specific Resources

Discuss and explain:

• What do you understand by furniture?

• What is restaurant furniture?

• What are the types of furniture used in the restaurant?

• What are the different sizes of furniture?

• What do you mean by dummy waiter?

• List answers of learners

Resources:

Restaurant furniture

MODULE 3 : RESTAURANT HYGIENE

Topic 6, 7 and 8: Bar Equipment, Handling Glassware and Using Tray

Learning objective & topics covered in module

• Skills: Cleaning & handling restaurant equipment

• Knowledge: Recognition of different types of bar equipment, characteristics,

distinctiveness and handling and cleaning

• English terms: Assorted glasses, Bottle openers, Mixing and stirring items, Ice bucket,

Wine Decanter, Tot/spirit measures and draining stand etc

• Attitude: Responsible, alert, attentive & curious and attentive to details

BOX 13

3.6, 3.7, 3.8, Bar and Bar Equipment, Handling Glassware and Using Tray

Activity Teaching Methods and Specific Resources

• How often you go out for drinks?

• Do you recognize differences if you go to restaurants where they serve meals and drinks, and where they serve only drinks with some snacks?

• What is the meaning of “bar”?

• What are the different types of equipment used in the bar?

• A professional, upscale bar has more than 20 different types of glassware, but why?

• How do you handle the glassware everyday?

o Why there are specific methods to handle glassware (Hygiene/security/safety/ handling and storing)

• What other types of tools / machines required

in a bar?

• What is a tray? And what is its purpose?

• Do you know that there are different carrying methods and loading principles, but why?

(Hygiene/security/safety/ handling and storing)

Resources:

• Marker

• Brown Paper/white board

Tip: When speaking of disposal of glassware, please

emphasize on sorting and recycling

Demonstration

and practice:

Cleaning & Handling

restaurant equipment

Glassware: First observe which glassware can be shown

at the training venue List down the items and discuss their types & show them how to use & hold & clean them

Tray: Apply the same practices for to demonstrate

proper loading, carrying and handling of the tray

32

MODULE 4

RESTAURANT MENU