HOSP 207 - Customer Service

1. Demonstrate the general rules of table settings and service.
2. Demonstrate specific American, English, French and Russian service.
3. Discuss food delivery systems such as banquets, buffets and catering.
4. Describe the functions of dining service.
5. Discuss training procedures for processing guest checks.
6. Discuss procedures for processing guest checks.
7. Demonstrate and understanding of guest service and customer relations, including handling of difficult situations and accommodations for the disabled.
8. Explain interrelationships and work flow between dining room and kitchen operations.
9. Discuss sales techniques for service personnel, including menu knowledge and suggestive selling.
10. Identify all local, state, and federal laws pertaining to the purchase and service of alcoholic beverages.
11. Distinguish the basic production process for distilled spirits, liqueurs, and beer and brandies.
12. Distinguish wines by grape and/or other fruit variety, country, growing region and production process.
13. Evaluate the relationship of beverages to food.
14. Identify the preparation, presentation and service of alcoholic, non-alcoholic and de-alcoholized beverages to include coffees and teas.
15. Identify equipment and glassware used for beverage preparation and service.
16. Discuss opening and closing procedures of a beverage operation.
17. Identify signs and levels of intoxication and methods to control consumption by guests. Discuss Dram Shop Act and liquor law liability.
18. Explain procedures for implementing internal beverage controls.
19. Create menu item descriptions following established truth-in-menu guidelines.

• Quality customer service
• Operation of Point of Sale (POS) system.
• Classic service styles
• Proper table etiquette
• Bar and beverage
• service Front of the House (FOH)
• Restaurant marketing

 
Course Addendum - Syllabus (Click to expand)