We are fortunate to have Ms. Han Tang, a Training Programs Coordinator in the field of F&B and Hospitality, shares her valuable insights on how to provide the best training for F&B and hospitality staffs. During the interview, Ms. Han will delve into the best practices for training, including actionable advice that will inspire and empower our team to deliver exceptional service experiences.
1. Can you tell us about your experience and background in the field of F&B and Hospitality training?
“With over a decade of experience in the F&B industry across borders, I've gained a comprehensive background in training and development. I started out as a chef assistant, focused on culinary techniques gradually ascending to managerial positions. As a restaurant manager, I oversaw daily operations, ensuring seamless coordination among staff while maintaining exceptional standards of service by providing regular training programs tailored to specific needs of each establishment. Through hands-on training, the team develops a culture for excellence resulting in heightened guest satisfaction and increased profitability.”
2. What led you to pursue a career as a Training Programs Coordinator at b.Consulting?
“I enjoy the process of learning and mentoring within the F&B industry. And I also see it as an opportunity to stay updated with new trends, techniques and best practices.”
3. What are the key skills and qualities that F&B/Hospitality staff should possess?
The skill that they should have included:
Customer Service Oriented: Being attentive, friendly, and responsive to customer needs ensures a positive dining experience.
Excellent Communication: Clear communication with customers and colleagues is essential for providing great service.
Attention to Detail: From accurately taking orders to serving food and beverages correctly, attention to detail is crucial.
Adaptability: F&B environments can be fast-paced and unpredictable, requiring staff to adapt quickly to changing situations.
Problem-Solving: The ability to resolve issues swiftly contributes to customer satisfaction.
4. How can training programs incorporate practical, real-life scenarios to prepare staff for the fast-paced and dynamic nature of the industry?
Simulation Exercises: Create simulated scenarios that mimic real-life situations, such as dealing with difficult customers, or managing unexpected shortages. This allows trainees to practice decision-making and problem-solving.
Role-Playing: Encourage trainees to role-play various roles within the F&B setting, including customer service, kitchen management. This helps develop interpersonal skills and adaptability in different situations.
On-the-Job Training: This hands-on experience allows them to apply theoretical knowledge in real-world settings and adapt to the fast-paced nature of the industry.
Cross-Training: Encourage cross-training among employees to expose them to different roles and responsibilities within the F&B establishment.
Feedback and Reflection: Incorporate regular feedback sessions where trainees can reflect on their experiences and receive constructive criticism from mentors. This promotes continuous learning and improvement in adapting to the dynamic nature of the industry.
5. How can training programs foster effective teamwork, collaboration, and communication among F&B/Hospitality staff?
By implementing these modules in the training program:
Leadership development: Empowering staff to take initiative, delegate tasks, and support their team members effectively.
Clear communication guidelines: Establishing clear communication protocols, such as regular team meetings and feedback sessions, helps ensure that information is shared effectively among team members.
Role-playing exercises: Simulating real-life scenarios where staff members must work together to solve problems or handle difficult situations can improve their ability to collaborate and communicate effectively.
Cross-training: Providing opportunities for staff to learn about different roles within the F&B/Hospitality operation helps them understand each other's responsibilities and fosters empathy and teamwork.
Team-building activities: Organizing team-building exercises or outings helps build trust, rapport, and camaraderie among staff members, which are essential for effective teamwork.
6. How can organizations measure the effectiveness and impact of their training programs on the performance and satisfaction of F&B/Hospitality staff?
By utilizing a combination of below methods, organizations can gain a comprehensive understanding of the effectiveness and impact of their training programs on F&B/Hospitality staff performance and satisfaction.
Pre- and Post-Assessment: Conduct assessments before and after the training to measure knowledge, skills, and attitudes. This helps in gauging the improvement due to the training.
Observation and Feedback: Managers can observe staff on the job to assess how well they apply the training content.
Mystery Shopper Reports: Utilize mystery shopper reports to evaluate how well-trained staff handle real-world situations and interactions with customers.
Employee Retention: Monitor staff retention rates to see if well-trained employees are more likely to stay with the company, indicating higher satisfaction and engagement levels.
Financial Impact: Assess the financial impact of the training program by comparing the costs of implementation with the benefits gained, such as increased revenue or cost savings due to improved efficiency.
As we wrap up this interview with Ms. Han Tang, we're thrilled to put her valuable insights into action. At b.Consulting Cambodia, we're committed to providing exceptional service, and we believe that our upcoming training programs, the Restaurant Professionals Training, will make a big difference.
We're ready to partner with businesses to foster growth, improvement, and excellence in service. Together, let's elevate the standards of the F&B and hospitality industry and create memorable experiences for customers.
We're dedicated to providing your business with the resources and support needed to enhance your team's skills and exceed customer expectations.
Thank you for considering b.Consulting as your training partner. We look forward to working with you and helping your business achieve remarkable success in the F&B and hospitality industry.
And we would like to thanks to Ms. Han Tang for sharing her expertise to take our training service standard to the next level.
Han Tang Contact Information:
📱 078 989 522