Who Should Attend

• Experienced F&B service staff seeking advanced service mastery
• Senior service staff, supervisors, or team leaders
• Employees handling VIP guests or high-expectation service situations
• Staff preparing for leadership roles in service or operations

Objectives

Knowledge

• Understand advanced Swiss Service Standards for elevated or high-pressure F&B contexts.
• Recognise guest behaviour patterns to personalise service and anticipate needs.
• Identify opportunities to refine service processes for higher guest satisfaction.

Skills

• Demonstrate advanced communication, influencing techniques, and conflict-management skills.
• Apply structured problem-solving to complex or sensitive guest cases.
• Execute advanced practical F&B service techniques, including upselling, VIP handling, and anticipatory service.
• Support and guide colleagues by mentoring and coaching for improved service consistency.

Behaviour

• Exhibit leadership presence and emotional intelligence during challenging situations.
• Maintain professionalism, control, and adaptability during advanced service simulations.
• Role-model exemplary service behaviours that contribute to a strong and positive service culture.