Service Secrets Unlocked: Master the Skills of Hospitality Excellence

Welcome to Aloha Hospitality Academy!

Lesson 1: H.O.S.P.I.T.A.L.I.T.Y.

Lesson 2: Expectations & Professionalism in Hospitality

Lesson 2.1 – Punctuality & Dependability: A Day in the Life (Interactive Quiz)

2.2: Professional Dress & Grooming

2.3: Attitude & Work Ethic

2.4: What Managers Look For

Quiz: Expectations & Professionalism

Lesson 3: Restaurant Structure, Chain of Command & FOH vs. BOH Roles

3.1 Restaurant Hierarchy & Roles Defined

3.2: Teamwork Between FOH & BOH

Quiz: Restaurant Structure, Chain of Command

Lesson 4: Service Standards & Guest Experience

4.1: First Impressions & Guest Greetings

4.2: Guest Psychology & Personalization

4.3: Handling Different Guests

4.4: Strategies for Outstanding Service

Quiz: Service Standards & Guest Expectations

Lesson 1 The Art of Upselling Without Being Pushy

1.1 Suggestive Selling vs. Hard Selling: Encouraging Add-Ons Without Overwhelming the Guest

1.2 How Upselling Benefits Both Guests and the Business

1.3 Menu Knowledge for Effective Upselling: Using Ingredient Knowledge to Suggest Complementary Items

1.4 Reading the Guest

Quiz: The Art of Upselling

Lesson 2: Taking and Communicating Orders Effectively

2.1 Active Listening Techniques: Ensuring Accuracy While Taking Guest Orders

2.2 Common Mistakes to Avoid: Mishearing, Forgetting Modifications, and Order Duplication

2.3 Proper Order Entry: Using POS Systems Effectively to Prevent Errors

2.4 Communicating with BOH: Relaying Special Requests, Allergies, and Modifications Clearly

Quiz: Taking and Communicating Orders

Lesson 3: Handling Special Dietary Requests

3.1 Understanding Common Dietary Restrictions: Gluten-Free, Vegetarian, Vegan, Allergies, . . .

3.2 Legal & Safety Considerations: Preventing Cross-Contamination and Allergy-Related Issues

3.3 Handling Last-Minute Requests: Adapting to Changes While Maintaining Efficiency

Quiz: Handling Special Dietary Requests

Lesson 4: Dealing with Difficult Customers Professionally

4.1 Common Guest Complaints & How to Address Them: Food Delays, Incorrect Orders, and Service Expectations

4.2 Keeping Emotions in Check: How to Remain Professional and Composed in Challenging Situations

4.3 Conflict Resolution Strategies: Turning Negative Experiences into Positive Ones Through Effective Communication

4.4 The Power of Apology & Recovery: Handling Mistakes in a Way That Retains Guest Trust

Quiz: Dealing with Difficult Customers

Lesson 5: Understanding Menu Knowledge & Pairings

5.1 Mastering the Menu: Learning Ingredients, Preparation Methods, and Dish Highlights

5.2 Training Techniques for Memorization: Tips for Learning Menus Quickly and Effectively

5.3 Suggesting Pairings: How to Recommend Wine, Cocktails, and Side Dishes to Enhance Meals

5.4 How to Explain Menu Items Clearly and Accurately

Quiz: Understanding Menu Knowledge

Lesson 1: Bartending Basics (For Bartenders)

1.1 The Role of a Bartender in Guest Experience

Quiz: The Role of a Bartender

Lesson Two: Understanding Spirits, Wine, and Beer

2.1 What Are Spirits?

2.2 How to Serve Spirits & Glassware Used

2.3 Pairing Spirits with Cocktails

2.4 Classic cocktail examples for each major spirit

2.5 Tasting & Identifying Spirits

2.6 What is Beer?

Quiz: Understanding Spirits, Wine & Beer

Lesson 3: Basic Mixology Techniques & Essential Cocktails

3.1 Fundamental Bartending Skills

3.2 Essential Cocktails Every Bartender Should Know

3.3 Glassware & Garnishes

Quiz: Basic Mixology

Lesson 4: Responsible Alcohol Service & ID Checking

4.1 Legal Responsibilities in Serving Alcohol

4.2 Recognizing Intoxication

4.3 ID Verification Techniques

Quiz: Responsible Alcohol Service

Lesson 5: Speed & Efficiency Behind the Bar

5.1 Time Management Behind the Bar

5.2 Station Setup & Organization

5.3 Prepping for Pre-Service & After-Shift

Quiz: Speed & Efficiency Behind the Bar

Lesson 6: Cash Handling and Tipping Etiquette

6.1 Managing Transactions

6.2 Tip Pooling vs. Individual Tipping

6.3 Encouraging Higher Tips: Enhancing Guest Experience Through Personalized Service

Quiz: Cash Handling & Tip Etiquette

Lesson 1: Fine Dining Etiquette & High-End Service Techniques

1.1 Understanding luxury hospitality standards

1.2 Table Settings and Proper Service Sequence

1.3 Wine and beverage service at an advanced level

1.4 Anticipating guest needs and personalized service

Quiz: Fine Dining Etiquette & High End Service Techniques

Lesson 2: Handling VIP & High-Profile Guests

2.1 Privacy, discretion, and confidentiality

2.2 Recognizing and exceeding expectations of high-end clientele

2.3 Navigating special requests and customization of service

2.4 Managing difficult or demanding guests with grace

Quiz: Handling VIP & High Profile Guests

Lesson 3: High-Volume Service & Stress Management

3.1 Strategies for efficient multitasking and time management

3.2 Maintaining service quality during peak hours

3.3 Communication techniques for fast-paced environments

3.4 Stress reduction techniques and resilience-building

Quiz: High Volume Service & Stress Management

Lesson 4: Conflict Resolution & Teamwork in the Workplace

4.1 Identifying common workplace conflicts and resolving them professionally

4.2 Effective communication for de-escalation and problem-solving

4.3 Building a positive and collaborative team environment

4.4 Leadership and accountability in service roles

Quiz: Conflict Resolution & Teamwork in the Workplace

Restaurant Industry Glossary

Congratulations!