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Service Leadership for F&B Operations (Service Leadership) is a Program

Service Leadership for F&B Operations (Service Leadership)

Self-paced

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Full program description

Service Leadership for F&B Operations (Service Leadership)

Course Overview

The F&B sector is a competitive one with many concepts to attract customers to patronise the outlet. F&B outlets like cafs offer both products (menu items) and service to their customers. Products like specific cakes and drinks are more easily replicated in other outlets. To attract customers to continue patronising the caf, it is essential to differentiate this business through its service delivery. This competitive advantage in terms of service is more difficult to copy by competitors.

For a differentiating service delivery, it is essential to develop service leaders for all frontline staff at the caf.

Who Should Attend

  • Trainees who have interest in setting up their own business, especially in the F&B industry
  • Current F&B owners who want to enhance their knowledge and skills
  • Mid-life PMEs who want to own their own business and have a career change

Course Duration

24 hours

Course Outline

This contextualised course aims to equip you with the knowledge and skills to demonstrate the organisations service vision, and recognise the role that one plays in contributing to the service vision.

The course is structured that the learner progresses from the stage of recognising ones role in demonstrating service delivery. Finally, the final stage of monitoring ones performance. The learning builds from simple service concepts like understanding ones role in service delivery to more complex concepts like delivering personalised attention to customers.

Mode of Assessment

Assessment is to be conducted under SSGs current standards for the specific framework.  There are 2 assessment methods in this module:

  • Written Assessment
  • Role Play

Certification Obtained and Conferred by

SSGs Statement of Attainment (SOA) will be awarded to learners who have achieved 75% attendance and are Competent (PASS) in their assessment.

Course Objectives

Upon completion of this course, you will be able to:

  • Organisations vision, mission and value
  • Methods to demonstrate service delivery in line with the organisations vision, mission and values

- Types of customers

- Customer needs and expectations

- Qualities and characteristics of a service professional

- Importance of go-the-extra-mile for service to oneself and the organisation

- Methods to exceed customer expectations

- Principles of effective communication

- Non-verbal communication skills

- Methods to escalate areas of improvement to enhance customer experience

- Methods to project a professional image and persona

  • Methods to monitor own performance

Learners will be able to state/describe the following:

  • Recognise the role one plays in contributing to the organisations vision, mission and values
  • Demonstrate service delivery in accordance with the organisations vision, mission and values

- Recognise the diverse range of customers and their needs and expectations

- Recognise the impact of ones professional image and persona on the organisation

- Project a professional image and persona

- Demonstrate effective communication skills when interacting with customers

- Demonstrate the qualities and characteristics of a service professional when delivering go-the-extra-mile service to exceed customer expectations

- Create a positive customer experience by offering customised and personalised service

- Know the customers preferred choices based on the customer group he or she belongs to

- Escalate feedback on areas of improvement to enhance the customer experience

  • Monitor own performance to ensure consistency with the organisations vision, mission and values

Pre-requisites

Prior to attending this course, trainees should have:

  • Speak, Listen, Read and Write English at WPL Level 4 or equivalent.
  • Manipulate numbers at WPN Level 4 or equivalent

Price

 

Individual Sponsored

Non-SME

SME

 

w/o GST

w GST

w/o GST

w GST

w/o GST

w GST

Original Course Fee

 $675.00

 $722.25

 $675.00

 $722.25

 $675.00

 $722.25

Singapore Citizens & PRs aged 21 years and above

 $267.00

 $314.25

 $267.00

 $314.25

 

 

Singapore Citizens aged 40 years and above

 $75.00

 $122.25

 $75.00

 $122.25

 

 

Singapore Citizens aged 35 years and above who are not earning more than $2,000 per month (WTS Scheme)

 $39.00

 $86.25

 $39.00

 $86.25

 $39.00

 $86.25

Enhanced Training Support for SMEs Companies (90%) **

 

 

 

 

 $75.00

 $122.25

Course reference code in SkillsConnect:

  • For Training Grant application, please use the following reference code

Reference code: CRS-Q-0036460-RET

Terms and conditions apply. NTUC LearningHub reserve the right to make changes or improvements to any of the products described in this document without prior notice.

Prices are subject to other LHUB miscellaneous fees.

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