By bridging the gap between experience, knowledge and skills in the South African hospitality industry the ultimate aim of guest satisfaction as demanded by the international market will be achieved.
A well balanced pre-opening team is key to the initial stages of a new operation. This team is directed by a “Critical Path Programme” that details tasks and responsibilities that need to be covered prior to opening.
Experience eliminates “trial and error” and therefore contains costs and saves time. The lines of communication are clear and defined and allow no room for misunderstandings.
A One Stop Shop employee will be able to assist and guide the organizer in all aspects of Food and Beverage as well as Rooms Division. They will also have an extensive knowledge of any outsourced products available at the property.
The concept of a One Stop Shop is aimed at a group of people traveling together. The One Stop Shop allows for the organizer to deal with one person at the property from time of reservation to check out, airport transfer and billing.
Policies for all operational areas are necessary for purposes of creating consistent standards and alignment.
Each policy is supported by the appropriate standard and procedure. The departmental policies ensure a continually improving quality and cost effect environment.
A Strategic Marketing Programme is essential to obtain optimum exposure in all areas of the hospitality sector.
The programme should include objectives and goals that the property wishes to achieve as well as the processes to be followed in order to achieve these goals.
Standard Operating Manuals are based on policies, standards and procedures that have been developed for specific departments within an organization. These manuals are in essence an instruction guide, whilst following the company's vision and mission.
The Standard Operating Manual is a handbook that guides all employees through their daily standard duties giving them the confidence they require to operate efficiently.
Food Cost Management, Hygiene Standards and Menu Planning.
Providing a hands-on approach, Walter trains chefs to limit food wastage and maximize use of ingredients through correct menu planning and construction. Hygiene in food preparation areas is of vital importance-Walter offers simple applicable guidelines that will drastically improve existing standards.
Staff appraisals are evaluations that serve as a control process used to develop employees and allocate rewards such as remuneration and promotion.
This structured evaluation process gives employees and their department heads and managers the opportunity to review performance over a certain time frame, recognize strengths, specify and offer tools to improve challenged areas and set goals for growth and professional development.
The Guest Experience Audit is an anonymous assessment and analysis of the service standards and product experience as offered by the property.
Strengths and weakness in all areas can be rated and analysed through this questionnaire.
The overall guest experience is measured not only by this factual analysis of the property, but also takes into account general staff interaction.
This product should be applied regularly over a minimum period of six months in order to easily identify positive and negative trends that can be actioned to ensure quality and consistency.
The Beverage Management Programme incorporates the operational management of beverage outlets, including inventory control, beverage menu engineering, product knowledge training, beverage / wine storage advice, general beverage service, wine service and selling techniques as well as wine tastings.
A record of all comments received from guests as well as questionnaires that have been completed are collated into one document.
Once implemented, the Guest Satisfaction Survey shows an accurate and statistical reflection of the guest experience.
The Restaurant Management Programme consists of a range of services, aimed at establishing a structure to an operation that ensures consistency in quality, service excellence and staff empowerment. The result is an overall improvement to the guest experience.
In order to manage a restaurant properly, various aspects that influence the operation have to be taken into consideration. The services offered by Forbes & Ploum cover all these aspects and guide the management and employees towards sustainability of the restaurant.
This finely-detailed course comprises of an Induction Programme, Back to Basics Programme, Basic Skills Programme, Hygiene Awareness Programme and Restaurant Service Skills Training.
By following this programme, the operation can be assured of a consistent standard thereby maintaining service levels. Please contact us for more insight.
The purpose of the programme is to create an awareness of the importance of service excellence and the impact thereof on the ultimate guest experience. Profitability is one of the main criteria in business today and is achieved through increased sales and return guests. By improving the confidence, motivation and service performance delivery of employees, increased profitability is reachable. Service Excellence is achieved only when employees are confident and have the right attitude towards themselves and their company. Through assessing current circumstances, personal needs as well as the needs and priorities of the company, we are able to offer an objective viewpoint and recommendation.