Comprehensive course in professional service skills include front and back of the house service operations. The key to successful business is the front line service team and this training will enhance value to fuel the growth of an organization

1. IICBT
Re-Inventing Hospitality, Products & Services

2. Profile
• Established in Jan’07
• First independent coffee & Barista
service school in the region
• Provide comprehensive soft skills based
training programs to hospitality and
leisure retail business to enhance
competency
• Offer bespoke training services for
franchisee in leisure retail business

3. Benefits to Organizations
• Staff retention & higher performance
• Employee productivity& knowledge
• Enhance customer satisfaction
• Increase in revenue
• Reduced cost and wastage

4. Hospitality Programs
• Restaurant/Café Service Skills
• Art of Coffee Making
• Supervisory Skill Development
Program
• Café Management / Restaurant
Management
• Barista Skills Academy
• Junior Chef’s Academy ( soon)

5. Hospitality Programs
• Leadership & Team Building
• Customer Service Skills
• Organizational Induction Program
• Corporate Etiquette & Events
• Concept / Design / Menu
Development
• Project Consultation

6. Restaurant/Café
Service Skills

7. Who Can Attend?
• F&B staff
• Individuals who want to start a career or
seek a part time opportunities in QSR
• Owners and Managers of coffee shops
and restaurant

8. Course Objective
• Outline the important role of a waiter
• Create knowledge, skills and attitude
• Enhance communication skills at work
place
• Emphasize the importance of Personal
Hygiene & best Practices

9. Course Overview
• Positive Attitude towards Work and People
• Quality Service Skills
• Customer Care
• The Service Sequence
• Handling Complaints
• Telephone Manners
• Suggestive Selling, Up Selling and Cross
selling

10. Course Overview
• The Service Sequence
• Meeting & Greeting
• Seating & First Drink
• Taking the Order
• Serving the Order
• During the Meal
• Clearing the Table
• Selling Desserts, Tea/Coffee
• Presenting the Bill
• Farewells

11. Course Overview
• Efficient Mode of Planning & Performing
• Pre-opening Procedures
• Importance of Hand over – Take Over
• Closing Procedures
• Effective Communication at Work
Place

12. Course Details
• Learning is instilled through lectures, video
training, demonstrations
• Role play and discussions of real scenarios
• Assessment is conducted and certificate is
awarded upon completion of the training
• Course material is provided to all
participants
• Duration: 12 hours, including practical