Butler course | 5 Star Butler Course | 5 Star Butler Training | International Butler Course

Butler course | 5 Star Butler Course | 5 Star Butler Training | International Butler Course

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  30381 Sigalo Street DaveytonExt. 2 Benoni, 1520 South Africa +27 81 359 3747 training@samhospitality.co.za www.samhospitality.co.za 5 - DAY BUTLER COURSE We are pleased to present our BUTLER COURSE as shown below. This 5-day intensive blended training programme includes theory and practical. It can either be conducted at our offices at Lapeng Village, in Daveyton, Benoni, South Africa. This 3 Star Guest Houses is about 20 minutes from the OR Tambo Airport. Airport shuttle and accommodation can be arranged. This course is designed for individuals who are already working in the hospitality industry, either in a resort, hotel, lodge, villa, private residence or boutique hotel and wish to expand their knowledge and expertise. MODULE 1 – INTRODUCTION TO HOSPITALITY CUSTOMER SERVICE Contains the following elements: Importance of the Guest  The guest as a source of revenue  The impact of the guest on the Organisation  Guest satisfaction and company profitability  Annoying Habits  Anticipating guest needs  Maintaining good customer care  Confidentiality of company and guest information  Personal presentation  Personal development Customer Service
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   Greeting ofguests  Promoting facilities and services  Guest Expectations  Guest reaction to poor customer service  Guidelines for superior guest care  Guest care in other fields and industry  Improving guest care  Effective communication  Range of guests Customer Complaints  Advantages of Complaints/Customer feedback  Methods of dealing with guest related issues  Range of guest complaints  Common guest complaints  Methods to satisfy irate guests  Guest complaints procedure  Written complaints  Dealing with complaints  Complaints practices / Requirements for superior guest care MAINTAIN A HEALTHY, HYGIENIC AND PROFESSIONAL APPEARANCE Contains the following elements:  Dress Codes and Personal Hygiene  Dress Procedures  Maintaining Personal Cleanliness and Hygiene  Hygiene Standards  Professional Appearance  Professional Appearance  Uniforms  Jewellery  Hair, Moustaches, Beards and Nails  Dress  Illness  Organisational Policy  Common Illnesses and Interaction MODULE 2 – FRONT OFFICE DEALING WITH INCOMING AND OUTGOING CALLS Contains the following elements:  Communicating on the Telephone  Introduction  The switchboard versus a private phone  Your voice  Body Language  Do’s and Don’ts  Telephone Etiquette
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   Answering Calls Transferring Calls  Taking Messages  Call Holding  Making External Calls  Making Internal Calls  Cellular Phones  Completing Calls  Assisting Customers  Finding Telephone Numbers  Responding to Requests for Information
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   Dealing withUnexpected Situations  Dealing with Unexpected Situations  Dealing politely with Abusive Callers  Dealing with Telephonic Complaints DEALING WITH THE ARRIVAL OF GUESTS Contains the following elements: Preparation for Guest Arrival  Customer needs  Preparation of guest documentation  Special Requests / Requirements  Interdepartmental communication Check-In Processes  Registration  Customer arrival  Promoting product services  Customers without advance reservations  Special circumstances  Importance of accuracy  Methods of payment  Completion of registration process LAYOUT, FACILITIES AND SERVICES Contains the following elements: Organisational Layout  Facilities and Services  Departments  New Staff Product knowledge and Customer Service  Product knowledge  Professional conduct  Customer service  Selling services CUSTOMER INFORMATION AND SERVICES Contains the following elements: Customer Care
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   Effective guestcare  Efficient work practices Customer Information  Accurate information  General knowledge  Customer needs  Sources of information  Maintaining information displays  Handling information requests  Range of Information External Services  Contacting service providers  Booking external services  Transport services  Restaurant reservations  Delivering items MODULE 3 – CUSTOMER RELATIONS & HOUSEKEEPING CUSTOMER RELATIONS  Customer relations  Developing rapport with guests  Complaints and Queries  Guest requests  Delegation of work VIP GUEST SERVICE  VIP satisfaction  Guest confidentiality  Working in VIP and guest areas  Record keeping HOTEL FACILITIES AND SERVICE  Hotel facilities offered  Housekeeping & Turn-down facilities  Origami training - folding towels to decorative shapes  Courtesy bar / lounge  Room service  Breakfast & Dinner  Local Services  News Issues  Demonstrating facilities  Laundry services
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   Pressing services Polishing shoes  Guest repairs  Organising the services VIP GUESTS AND EXECUTIVE AREAS  Dealing with VIP Guests  Packing procedures  Interrelationship of cost, time and stock Levels  Bar set-up  Food service  Serving cold beverages  Serving drinks off a tray  Presenting and opening a bottle of wine  Tasting and Pouring Wine  Opening a bottle of champagne or sparkling wine  Maintaining stock levels  Tidiness and cleanliness of guest areas  Tidying up the guest bedroom  Towel origami and replacing used towels  Cleaning the bathroom and shower  Replacing bathroom amenities MODULE 4 - RESTAURANT SERVICE RESTAURANT PREPARATION Contains the following elements: Preparing and Clearing Areas for Table Service  Ensuring that linen and service items are ready for service  Linen  Service items and equipment  Common napkin folds Preparing and storing condiments and accompaniments  Salt and pepper  Butter  Sauces and dressings  Sugar and sweeteners Making sure that refuse and waste containers are clean Make sure that dining furniture is ready for food service  Restaurant layout  Chairs and tables
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  Types of service Dining service  Functions and banquets Laying table settings correctly for food service  Type of table setting  Setting the table d'hôte  Setting the banquet cover  Setting the á la carte cover Making sure that menus are ready for customer use Working in an organised and efficient manner Clearing, cleaning and storing service items and equipment  Clearing service equipment  Turning off equipment Preparing linen for dispatch to laundry or storage Storing food items, condiments and accompaniments Disposing of rubbish and waste food Cleaning and storing service items and equipment  China  Cutlery  Glassware Leaving dining and service areas clean and tidy  Dining area  Service areas  Cleaning dining and service areas SERVICE Contains following elements:  The 9 steps to success at dining service  Greeting and dealing with customers in a polite and friendly manner  Identifying customers needs and requirements  Customers with bookings  Customers without bookings  Escorting customers to an appropriate table or waiting area  Opening the customers napkin
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   Presenting menusto customers  Providing accurate information on individual dishes  Translating the menus  Politely guiding customers to an appropriate choice  Working in an organised and efficient manner  Providing customers with the correct table items for the food to be served  Adjusting the cover  Using appropriate service methods to serve food  Use of the service cloth  Use of the underliner  Use of trays or trolleys  Use of service cutlery, silverware and dishes  Serving customers’ orders  Carrying plates  Ensuring that food served is of the type, quality and quantity required  Serving and arranging food  Carrying out work with minimum disturbance to customers  Keeping customer dining areas and service areas tidy  Clearing customer tables of soiled and unrequired service items  Two plate clearing method  Three plate clearing method  Clearing glassware  Changing ashtrays  Clearing condiments  Crumbing down  Dealing appropriately with spillages and breakages  If a customer is directly affected  Removing and replacing soiled table linen  Maintaining sufficient stocks of clean linen, service items, condiments and accompaniments  Emptying and cleaning refuse and waste containers PROVIDE A SILVER SERVICE Contains the following elements:  Developing efficient and organised work habits Getting ready for service Service items and equipment  Service cloths and other linen  Meeting customer requirements Food service  Types of food  Using service cutlery  Service procedure
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   Placing theplates  Portioning  Presenting the food  Serving the food  Serving the soup  Surplus food and used equipment  Clearing finished courses  Clearing side plates  Clearing soup bowls and underplates  Clearing the table SERVING DRINKS IN THE RESTAURANT Contains the following elements:  Develop efficient and organised work habits  Age limits  Bring your own (BYO)  Intoxicated persons  Provide customers with accurate information on drinks  Suggestive selling  Promote drinks at appropriate times  Correct order taking  Serve drinks  Serving wine  Presenting the wine  Opening and pouring the wine  Champagne and sparkling wine  Presenting wine  Opening and pouring  Serving coffee and tea MODULE 5 - BAR SERVICE BEVERAGE PRODUCT KNOWLEDGE This module contains the following elements:  Basic Spirits  Pouring Brands  Other Spirits  Vermouth  Aperitifs  Digestives  Sherry/ Port  Local/ Imported Liqueurs  Beer/ Cider  Alcohpops / RTDs  Minerals/ Other Minerals/ Mixers
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   Juices  Cordials Mineral Water  Syrup & Bitters  Energy Drinks SOUTH AFRICAN WINES & SERVICE Contains the following elements:  Wine – How is it made  Blending and Maturation  Shelf-life for Wines  Cultivars  SA Wine Styles  South African Wine Producers  Storage and Glasses  Serving Temperatures  Wine Tasting Terms  Climate & Terroir  Wine Serving Procedure  Wine and Food Pairing BAR SET-UP Contains the following elements:  Preparing for service  Bar Preparation Checklist  Public Area Preparation Checklist  Checking the equipment  Restocking the bar  Rotating stock  Stock take Preparing garnishes  Examples of garnishes  Handling garnishes Glassware  Glass storage Serving drinks, basic cocktails and wine