Who Should Attend

• Front-line F&B employees in restaurants, cafés, bars, and hospitality venues
• Newly hired team members needing structured service training
• Staff with basic service experience seeking greater confidence and consistency
• Employees preparing to move into more service-focused F&B roles

Objectives

Knowledge

• Understand the core Swiss Service Standards and their impact on guest satisfaction in F&B environments.
• Recognise each stage of the dining journey and the expected service behaviours.
• Identify common service challenges and appropriate resolution techniques.

Skills

• Apply professional communication and active listening to enhance guest interaction.
• Engage guests using polite, positive, and adaptable communication styles.
• Perform key practical F&B service tasks (greeting, posture, order-taking, service sequence).
• Use basic service recovery approaches to address routine guest concerns.

Behaviour

• Demonstrate courtesy, attentiveness, and consistency in all guest interactions.
• Maintain professional body language, grooming, and etiquette during service activities.
• Collaborate effectively with colleagues to support smooth and efficient service flow.