New Zealand’s booming hospitality industry calls for friendly Kiwi staff, skilled with the knowledge to be able to confidently hit the ground running and impress customers with top service - in restaurants, cafes or bars.
In May, ServiceIQ teamed with the Hospitality Training Trust (HTT) to launch ‘Fast Track to Front of House’ – a week-long intensive training programme designed to upskill talented young hospitality employees in the essentials of excellent service.
Six food & beverage attendants and supervisors from several Auckland hotels learnt the drill for perfect service, and were put through their paces by leading hospitality industry trainer and coach Margaret Main, from Turning Tables.
ServiceIQ CEO Dean Minchington said the pilot programme funded by HTT was a success.
“New Zealand is pretty good at customer service but to be great, people are better prepared when they have the right attitude, skills, knowledge and polish,” says Dean.
“Much of what Margaret Main taught in the refresher workshop was brand new and extremely helpful to the trainees. With a small group, it meant the students were able to more easily gain new skills and learn new ones to take back and use in their hospitality roles.” says Dean.
On the Fast Track to Front of House training menu were all the vital skills and knowledge needed for professional hospitality service, including: personal grooming and presentation, communication skills, food and beverage menu knowledge, an overview of liquor law, how to upsell, the right way to manage complaints, knowing your wine selection and practical wine service, the respective order of service for restaurants and functions, industry terminology, and much more.
The trainees also toured well known Auckland bars and restaurants to see first class service in action, and got the benefit of detailed product information from guest speaker representatives in the wine, beer and spirits industry.
Iris Joy Edic, food & beverage supervisor at VR Hotel in Queen Street, says it was a great opportunity to refresh her knowledge and gain useful skills and insights.
“The activities were really helpful and I can apply the learnings at my workplace,” says Iris. “I was also really impressed by the passion of the people we met on the programme. I guess that is why they are successful in their careers. Even if someone has the skills and the right attitude, they still need the passion to make the difference.”