Hospitality Service Training

For Resorts, Hotels, Private Clubs, Golf & Tennis Clubs, Restaurants, and Restaurant Openings and Renovations.

Highly successful service cultures do not just materialize; they are intentionally and systematically created! Charles Anderson and the Consultants and Trainers of Service Culture International (SCI) specialize in the facilitation of rich, customized Service Cultures. Through consultation, development, motivational and training methodologies SCI has customized curricula that have appropriately identified and branded the “Relationship of Service” in fine hospitality venues around the world.

Our Hospitality Service Culture Development Series is a three-part program, which creates the perfect canvas for a brilliant business opening, regional opening, or concept change, and the ideal accompaniment to further technical skill training. We find that during the workshop, which fosters a strong sense of dedication and belonging, service professionals take ownership of the service experience. Participants in our workshop walk away with a true understanding as to why continued service training is imperative to their own success and to the success of the organization. Each service professional understands their specific role and importance in the professional family, which creates a fertile ground for the development of dedicated iconic team members.

The consultants and trainers at Service Culture International believe in the values of Servant Leadership and uphold the standard that the front line service professional must be educated, supported and empowered to create a rich service culture, fulfilling service relationships, a profound organizational image, lasting memories, and return clients.

“Great service cultures celebrate genuine relationship, product knowledge, gentle authority, service customization, guest community development and guest experience and memory creation.”

Each Guest Service Professional participates in SCI’s Service Culture Development Series, which includes;

Part 1 – The Art of Service:

An interactive intensive in Service (4 Hours)

  • Professional Etiquette, Professional Presence, Communication (Verbal Skills and Body Language), Movement and Posture, Focus and Purpose, and Eye Contact
  • Introduction to the Service Culture Statement
  • Acting vs. Genuine Relationship
  • The Responsibility of the Service Professional
  • The Guest: Understanding Who We Serve
  • Guest Expectations: The Service Experience and Creating a Community
  • The Golden Rule vs. The Platinum Rule of Service
  • Defining Service
  • Introduction to Embracing Service
  • Balancing the Relationship between the Giver and Receiver of Service
  • The Art Form of Service: Attention to Detail, Presence, The Art of Listening, and Being on Another’s Agenda

Part 2 – Service Culture Statement Development:

All profound service experiences require a vision! (4 Hours)
As a group we develop the Service Culture Statement. This customized statement is based on the appropriate “Relationship of Service” between the Service Professional and the Guest. This statement is derived from;

  • Desired and Perceived Market
  • Guest Expectations
  • Guest Needs and Desires
  • Corporate Culture and Traditions
  • Employee Base, Facilities and Service Flow, and
  • Geographic Region; Local Culture and History, Traditions and Customs

The feeling and look of the desired “Relationships of Service” are envisioned and solidified. The “Service Culture Statement” uniquely brands the “Hospitality Service Style” and ultimately creates a thriving “Service Culture”.

Again, the Service Culture Statement must be appropriate to the specific hospitality service venue and will contain;

  1. a segment based on the venues specific history, culture and environment,
  2. a segment based on the venues specific relationship of service, and
  3. a segment based on the uniqueness of the venue’s specific hospitality product and experience.

Part 3 – Embracing Service

(4-8 Hours, based on group size)
Each participant is requested to individually express to the group why they consciously chose to serve at this level based on:

  • Past or Current Mentors
  • Life Experiences
  • Values and Lifestyle Goals
  • Family Tree
  • Motivation: Money, Sophistication, the Need to make a Difference and,
  • Intellectual Growth

We then as a professional group discuss the Personal Presentation and Service Style of the participant and how their presentation complements the newly created Service Culture Statement. Next, the participant completes the Team Skills and Knowledge Assessment followed by a brief group discussion. We discover how to “staff our weaker side” by incorporating the skills and knowledge of our fellow Service Professionals. Leadership discovers where to focus technical skill training and how best to further develop the team’s overall skill sets and knowledge base.

Critical Path Development

180 day critical path detailing each step to a successful opening.

  • Assist / Advise in creating the 1st Year Operating Budget
  • Recruiting Advisement
  • Evaluation of Technical Skill & Proficiency
  • Man Power Plan / FTE
  • Scheduling
  • Develop & Implement Staff Training Plan
  • Menu Development
  • Vendor & Product Selection
  • P.O.S. Template Set Up
  • Develop / Set Up Systems & Pars that reflect an efficient flow of service
  • Create a Comprehensive Punch List

Policies & Procedures Development

This handbook provides each staff member a guide to understanding the Resort’s culture and expectations set forth in resort policies & procedures regarding:

  • Uniform & Grooming Standards
  • Human Resource (Introductory period, payroll, breaks, meal periods, parking, attendance & scheduling)

Coaching & Counseling Process

  • Safety & Security
  • Health & Sanitation
  • Hazardous Communication
  • Harassment and Non Discrimination Policy
  • Standards of Conduct
  • Open Door Policy
  • Drug Testing
  • Employee Benefits
  • Checklist & Validation Quiz
  • Acknowledgement of Receipt

Service Deliver & Training Plan

  • Job Description
  • Training Plan
  • Uniform Standards
  • Step by Step Technical Job Specifics
  • Customized Dictionary (Including Phonetic spelling for easy pronunciation)
  • Validation Checklist
  • Job Skill Quizzes

“Good enough is the enemy of excellence.”

Culinary “Heart of House” Development

  • Menu Vision & Development
  • Kitchen Design
  • Service Flow
  • Product Knowledge Pictorial & Training

Customized Service Management Tools

  • Communication Logs
  • Daily Action Card
  • Opening & Closing Checklist
  • Customized Food & Beverage Inventories
  • Staff Performance Review Form
  • Management Performance Review Form
  • Corrective Action Form
  • Employee Schedules
  • Cleaning Schedules
  • Cleaning Checklist
  • Banquet Event Orders
  • Golf Outing Contracts
  • Golf Lesson Logs
  • Membership Profiles

“Efficiency is doing things right. Effectiveness is doing the right things.”

Leadership & Career Development

Education & Workshops

  • Interviewing & Hiring
  • Conducting Orientation
  • Coaching & Counseling
  • Train The Trainer
  • Running Quality Shifts
  • Understanding & Impacting Financials
  • Career Path Development

Interim Management Service

Management vacancies can cripple an operation. Having a qualified temporary replacement who reflects the facilities culture and upholds the standards in the daily operation can make the transition seamless.

Financial Planning

  • Sales Forecasting
  • Budget Development
  • Manpower Planning
  • Salary & Wage Structure
  • Menu Pricing Advisement
  • Food & Beverage Cost Analysis
  • Treatment Cost Analysis
  • O. S. & E. Budgeting

Contact Us Today To Learn How We Can Transform Your Organization