HOSPITALITY TRAINING

1. HOSPITALITY TRAINING Food Service Industry

2. Market Target and the key role to the industry Waiter training and service standards are on a decline. The trend in food and beverage in South Africa is toward more casual dining alternatives but does that mean we have to accept less waiter training and a more casual food and beverage service standard. My objective is to provide learners with academic and practical skills required for a successful career in the hospitality industry. In many cases, employees require ’’refresher training’’, young individuals require introductory training or entrepreneurs require industry knowledge – simply to strengthen basic principles of the industry I will start from waiter trainings basic service rules to make sure all of the trainees have a base of knowledge then will build on that base until proper service is second nature to your waiter The waiter training course is designed to train new / current and prepare / refresh them for the hospitality industry. The course is conducted over 5 days and 9 hours of training that includes theory and practical sessions. All the courses are presented by a PowerPoint presentation and each trainee receives a manual of all the training. The staff will write a test on the fifth day to see where is fault with their understanding of the training. I have out lined the benefits as why you should train on an entry level for the hospitality industry and as well as training your staff from your establishment.

3. Training and your Establishment PROJECTED GROWTH FOR HOSPITALITY INDUSTRY IN 2011 The gradual improvement in 2011, according to the National Restaurant Association’s 2010 Restaurant Industry Forecast released last year. Industry sales are projected to reach R189 Billion in 2009, a 5 percent increase from just less than 5% in 1994 to an estimate of 7.7% in 2010, and the sector was well positioned to be leading avenue to address unemployment. Restaurants will continue to be strong contributors to the recovery of the nation’s economy, with industry sales representing 10 percent of the South Africa gross domestic product and employees comprising 15 percent of the South African Workforce President Jacob Zuma said at the Global Leaders for Tourism Campaign 4th May 2011 that they aim to increase the number of foreign tourist arrivals to South Africa from seven million in 2009, to 15 million by 2020. Speaking at the signing, Tourism Minister Marthinus van Schalkwyk said international tourism forecasts showed the sector was set to soar.

4. Happier and better staff Increased staff retention Easier to attract and recruit stars Greater Consistency Ability to manage complexity Aligned with wider business strategy Enhanced corporate Capability Corporate memory captured Contributes to overall capability Better outcome Less Cost Less Risk Competitive Advantage Higher quality work Better equipped to managed change Greater Productivity More consistent approach Fewer mistakes and less reworking Improved Professionalism More consisting approach Greater stakeholder support Better team work Why train your staff for your establishment…

5. You and the hospitality Entry-Level:This is where you start; the experience and skill you will gain in these positions can prepare you for advancement in your career. Typically the tasks are related to your position and are a valuable component to the success of the hospitality entity. A career in the hospitality industry can be very rewarding and will take you along paths you may never have considered. The hospitality industry can be very exciting and glamorous, and it will afford you the opportunity to travel and work with thousands of people. Each day is different from the previous day. New challenges and increasing job opportunity is what makes the Food and Beverage industry so great and why it has survived for so many years.

6. Better Performance More productive and effective Better results for all Improved Career prospects Feeds promotion and status Triggers rewards Greater confidence Feel pride and fulfillment Empowerment Introduce professional Community Builds networks Learn for others Increases professional attractiveness Creates opportunities Builds transferable skills sets Enhances Status Greater recognition Builds transferable skills sets Develops skills base Builds competency Expands capability Knowledge is the lifeblood of any business

7. Food Service Courses

8. Prepare and clearing areas for table service Ensure that linen and service items ready for service - Linen - Service items and equipment Common Napkin Folds Preparing and storing condiments and accompaniment - Salt and pepper - Butter - Sauces and dressings - Sugar and sweeteners - Storage of condiments and accompaniments Refuse and Waste Dining furniture for food service - Restaurant Service - Chairs and Tables Types of service - Restaurant service - Functions and Banquets Table Setting for food service - Type of table setting - Setting table d’hote - Setting the banquet cover - Setting the a la carte cover Menu for customer service Organized and Efficient Service Clearing, Cleaning and Storing service items - Clearing service equipment - Turning off service equipment Linen for dispatch to laundry / storage Storing food items, condiments & accompaniments Disposing of rubbish & waste food Cleaning and storing service items and equipment - China - Cutlery - Glassware Leaving dining and service areas clean and tidy - Dining area - Service area Cleaning dining and service areas Prepare and Clear areas for table service

9. Provide a table service - 9 steps to success at table service Greeting and dealing with customers in a polite and friendly manner Identifying customers needs and requirement - Customer with bookings - Customer without bookings Escorting customers to an appropriate table or waiting area - Opening the customers napkins Presenting menu to customers Providing accurate information on individual dishes Translating Menu Politely guiding customers to an appropriate choice Working in an organized 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 service cloth - Use of the underliner - Use of trays or trolleys - Use of service cutlery, silverware and dishes - Serving customers orders - Carrying plates Food served of type, quality and quantity required - Serving and arranging food Disturbance to customers Dining area and service areas tidy Soiled and unrequited 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 customers is directly affected Removing and replacing spoiled table linen Maintaining Sufficient stock of clean linen, service items, condiments and accompaniments Emptying and cleaning refuse and waste containers Provide a table service

10. Company Procedures Staffs service to customers Staff training Motivation staff Providing a table service Monitoring service standard Staff failure to maintain standard Disciplinary Measure Preparation of table service Critical success factor Appearance of the restaurant Service and presentation Inspecting equipment for service Presenting of Food and Beverages Improving food and beverage sales Preparing for customers Planning a table service Liaising with staff Customer Care What is customer care Providing customer care Dealing with customers complaints Equipment Maintenance Equipment maintenance Maintaining Hygiene Cleaning of service equipment Cleaning and Clearing customer areas Replenishing Facilities for customer area Prioritize, Delegate and Organize Work Working in an organized and efficient manner Maintain table service

11. Storage and Security Procedures. Storage of Stocks Cellar Conditions Stock Rotations’ Handling of wines and drinks Storage of Stock – Dispense Bar Drinks Preparations Equipment Security Improving Security Maintenance Cleaning Procedures for Cellar Inspecting Cellar Identifying, Report and Solve Problems Stock Control Importance of stock control Organizational Procedures Par Stock Levels Calculating Stock Levels Methods of Stock taking Time frame for Stock taking and inspections Improving sales of slow moving stock Stock catering functions Accurate Record keeping Unexpected Situations Dealing with unexpected problems Performance in Foreign Countries Prioritize, Delegate and Organize work in the cellar and storage Areas Efficiently Supervise and Maintain Beverage Storage

12. Description Conference Centre The fully equipped conference centre can seat up to 15 delegates in U-shape Style. The conference centre has its own private build in terrace with a private rest room. Free secure parking. The conference centre has easy assessable power point’s with easy assessable wi-fi in all surrounding areas of the guesthouse Banqueting Area Our banqueting area serves dinner and breakfast on a daily basis. It can house up to maximum of 20 guests. Bar area Fully Licensed Bar with a seating of 20 Guests. Michelle Corporate Guest Lodge 16 – En Suite Rooms each with its own air-con, private entrance and secure parking. Reception and Accounts office The reception area is fully functional with state of the art fax / Printing / Scanner machine Gardens and surrounding area The Guest Lodge is set in a tranquil lush garden, full of indigenous trees & shrubs, with an abundant bird life. The Guest house has two sparkling pools one being heated. Secure covered parking. Walking distance from Shops. Ideally situated in the heart of Alberton with easy accessibility from all major routes between Johannesburg and Pretoria.

13. Conference Center Layout

14. I have been working in the hospitality industry for more then 12 years and have worked as Assistant Manager to Manager for last 10 years. I am the third Generation of the Hospitality industry and practically grew up in the hospitality environment. I have extensive knowledge of the Food Service industry from which I have started working in the hospitality industry from 1998 as a casual worker, working school holidays and weekends. I have traveled extensively through out Africa for three Years and have lived in 13 African Countries where I have worked from Cleaner to Assistant Manager for free boarding. I have done in-house food service training at most of the hotels/lodges/guesthouses where I have worked throughout South Africa. About… Leslie Rabie – Trainer – Personal Profile Date of Birth: 29 January 1982 (29 years old) Marital Status: Single Dependants:None Languages Afrikaans - Speak, Write and Read English - Speak, Write and Read Zulu – Basic Batonga - Basic Portuguese – Basic Address: Alberton, Randhart Tel: 076 299 2301 (Cell) Work: 011 869 1048 E-mail: takkie@webmail.co.za General Health: Excellent Criminal Record: None Other: Microsoft Word Microsoft Excel (Basic) Microsoft Outlook LANmark (Reservations Program) Innkeeper (Reservations Program) Jade (Reservations Program) Lodge Master (Reservations Odyssey (Reservations Program) Inside (Reservations Program) Firtst Aid: Level 1

15. Details Physical Address: 70 Michelle Ave, Randhart, Alberton. Postal Address: PO Box 6449, Meyersdal, 1447. Tel: (011)869-1048 Cell: 076 299 2301 Fax: (011)869-7739. E-Mail: info@michellecorp.co.za // takkie@webmail.co.za Website: www.michellecorp.co.za Company Registration Number – 2004 / 017667/23 Vat Registration Number – 4100217647 THETHA Number – L370756936