Ready to Serve Programme - Team Member

Overview

This mandatory programme module aims to support the safe return to your premises to safeguard your teams and guests.

Aim of module: 

This module will look at the pre-shift, during shift and post-shift actions your teams must follow to keep team members and guests safe. To reduce the impact of COVID-19 outbreak conditions on businesses, team members, guests, and the public, it is important for all team members to stay abreast of government guidance information and consider how to incorporate those recommendations and resources into the workplace.

You will be able to demonstrate:

• New practices that have been implemented due to COVID-19
• Considerations for coming to work and leaving work
• Cleaning practices before the shift, during the shift and post-shift
• How to perform guest excellence and guest safety

Overview

This module explores ways in which team members can build guest relations and experience in a sterile environment. The module has been made in conjunction with Hop Training. 

Aim of module:  

Whilst safety is critical, hospitality is still vital and this along with atmosphere and a sense of well-being will be harder to create with the measures in place to reduce the risk of infection. This course aims to inform team members of ways in which hospitality can be achieved in this environment. We may deliver safe service and that is critical and the number one objective, but, if operations are purely clinical and sterile interactions lacking atmosphere, warmth and interaction, hospitality operations face a real risk of guests staying at home, making their own or ordering deliveries. In addition to delivering COVID secure service, operations need to think about delivering exceptional hospitality and care. 

You will be able to demonstrate: 

• The ways in which you can influence how a guest feels, verbal communication, body language and mental communication 
• How pressure, stress and a sterile environment can affect your communication with your guests 
• Working with intention, to make guests feel relaxed, welcome, and valued

Overview

This module explores ways in which team members can create an excellent guest experience following the restrictions put in place due to COVID-19.

Aim of module:

Post lockdown, team members will be at the forefront of their organisations, providing guests with up-to-date information, advice, support, and guidance. They will be ambassadors for their business, demonstrating behaviours and practices which will support health and hygiene, maintain a positive business reputation, and increase guest confidence. Effective communication and teamwork will ensure that all aspects of guest service form a critical role that will help achieve the objectives of their organisation in this diverse field.

As we re-open, whilst safety and hygiene are critical, hospitality is still vital. Hospitality is the reason people love to go to restaurants, bars, and hotels. It is the connection with other people along with the atmosphere that creates a wellbeing that we love and these factors will be harder to create while adhering to guidelines meaning we will have to work harder to create them.

You will be able to demonstrate:

• Why guest excellence matters
• The difference between service and guest excellence
• What great hospitality is
• COVID-19 considerations and guest excellence

Overview

This refresher training has been designed to revisit key areas of food safety for team members to safely return to operations post the COVID-19 pandemic lockdown.

Aim of module:

The module outlines the key areas of food safety to refresh team member’s knowledge. Guests will be very sensitive to hygiene and anything left unclean or messy will potentially translate to unclean in their minds so, every team member’s appearance needs to be demonstrating enhanced cleanliness. Guest’s will want to see evidence of enhanced food safety measures following the pandemic. There will be new risks to food safety introduced by changes and procedures that team members will need to know about. Team members will need to maintain their basic hygiene standards in food safety and recognise the areas where greater attention will be required.

You will be able to demonstrate:

• The importance of food safety and personal responsibility
• The different types of food contamination and how to keep products safe
• How to keep up with your company’s best practice policies

Overview

This refresher module has been designed to revisit key areas in Fire Safety training for team members to safely return to operations post the COVID-19 pandemic lockdown.

Aim of module:

The module outlines the key areas of fire safety to refresh team member’s knowledge. Fire regulations have not changed, and fire safety remains a critical part of everyday operation. Whilst social distancing guidelines may be in place it is important for team members understand that in an emergency people do not have to observe the social distance if it would be unsafe to do so. Under normal circumstances businesses must perform regular fire safety checks and these checks will have been undertaken with sufficient time prior to reopening to allow any remedial action to be completed.

You will be able to demonstrate:

• The theory of fire and how to put your knowledge into practice in your daily role
• Procedures to follow, that ensure the safe evacuation of yourself and others

Overview

This refresher module revisits the responsibility of team members to adhere to an age verification policy in relation to the sale and supply of alcohol post-lockdown.

Aim of module:

This refresher training has been designed to revisit key areas for front of house team members to safely return to operations post the COVID-19 pandemic lockdown. It is not to be used on its own as initial training and the content is not a definitive list of essential requirements. However, understanding how to manage underage sales remains one of the key compliance challenges; this course will explain your legal obligations and what you should consider as best practice in line with government guidelines surrounding COVID-19.

You will be able to demonstrate:

• The importance of age verification
• Challenge 21/25 policy
• Acceptable proof of age and spotting false identification including online sales
• Proxy purchases and following best practice in these events

Overview 

This refresher module revisits the impact allergens can have on consumers and how all team members should manage allergenic information post-lockdown.  

Aim of module:  

The module outlines the impact allergens can have on guests and the ways in which all team members should manage allergenic information. This refresher training has been designed to revisit key areas for front of house team members to safely return to operations post the COVID-19 pandemic lockdown.  

Your teams will be at the forefront of your organisation, providing guests with up-to-date information, advice, support, and guidance. Your teams will be ambassadors for the business, demonstrating behaviours and practices which will support health and hygiene, maintain a positive business reputation, and increase guest confidence. 

Our Allergens module contains two versions, with one for front of house teams and the other for back of house teams, to ensure all team members receive the appropriate training.  

You will be able to demonstrate: 

• The importance of communication, contamination and cleaning when controlling allergens  
• Relevant industry-specific regulations, legislation, and procedures appropriate to your organisation and sector 

• The controlling of allergens through cleaning of surfaces and utensils, storage, cross contamination, and communication with front of house teams  
• Effective communication methods to transfer relevant information to people 
• The characteristics and consequences of food and drink allergies and intolerances 
• Procedures for identifying and controlling contamination from allergenic ingredients 

Overview 

The cellar module comprises of two courses to help your teams develop knowledge of correct cellar management and maintenance. The aim of these courses is to prepare cellars that have been out of use for several months to be ready for service again.

The Cellar Premises course covers how to clean the cellar correctly, how to control temperature in the cellar, and the safe storage of gas cylinders. The Maintenance and Hygiene course covers how to maintain your personal hygiene, how to prevent accidents in the cellar, and how to deal with a gas leak.

The courses are suitable for all levels and are targeted at team members whose work involves the cellar environment.

You will be able to…

• Demonstrate how to clean the cellar correctly
• Understand how to control temperature in the cellar
• Explain the safe storage of gas cylinders
• Demonstrate how to maintain your own personal hygiene
• Explain how to prevent accidents in the cellar
• Understand how to deal with a gas leak

Overview

Whilst safety is critical in all areas of drink preparation, hospitality is also vital. Being as hospitable as possible will lead to a more pleasant experience for your teams and your guests. This includes providing guests with well-presented drinks prepared in a safe and hygienic way. The Spirit Service module comprises of four short courses:

• Setting Up Your Spirit Station
• Preparing Garnishes for Spirit Based Drinks 
• Pouring and Building Spirit Based Drinks 
• Glassware for Spirits and Top Tips

The module aims to show you the basic elements of building spirit-based drinks taking into consideration measures to protect guests from COVID-19.

The Spirit Service module has been created with the help of Adam Freeth from the Shaker Bar School.

You will be able to…

• Explore the many different styles, shapes and sizes of glassware used for serving cocktails and how they must be handled and stored correctly.
• Understand how to set up the bar to enable fluid service. A well prepared station helps create, support and drive sales, as well as aid safe hygiene practices.
• Demonstrate the basics of building, stirring, muddling, shaking, straining and the various other methods of preparing cocktails, whilst maintaining safe hygiene.
• Provide guests with well-presented drinks with the use of garnishes prepared in a safe and hygienic way.

Overview 

This course looks at the differences between hospitality and service and the importance of balancing the two to create a meaningful connection with the guest. Whilst safety is critical in all areas of service, hospitality is also vital. Being as hospitable as possible will lead to a more pleasant experience for both team members and their guests. Under COVID-19 restrictions you will need to revisit your service model and implement changes. Whilst doing so, it will be important to keep hospitality at the forefront of every team member’s minds.  

This course has been created in conjunction with Hop Training. The course is suitable for all team members at all levels. 

This online course is suitable for all team members and has been produced in conjunction with Hop Training.  

You will be able to… 

• Describe service, the practical and physical-based service skills required 
• Understand hospitality as, using emotional response and make meaningful interactions  
• Demonstrate the difference between hospitality and service and getting the balance right in a post COVID world  

Overview 

This course looks at how to deal with guests who break the rules following new service measures that are implemented in a post lockdown environment.  

Ensuring guest safety is critical at this time. It has been an emotional and tense period for many people including guests. This period of uncertainty therefore may increase the likelihood of conflict with guests especially when having to impose operational changes to the way in which premises protect guests, team members and the public. Situations may arise where guests do not abide or utilise the new operations in place to keep team members, other guests and the public safe from the risk of COVID-19. It may be guests calling out other guest’s behaviour or, team members having to enforce rules.  

This course aims to explore techniques to deal with conflict situations.  

This online course is suitable for all team members and has been produced in conjunction with Hop Training.  

You will be able to… 

• Effectively deal with people who break social distancing rules without causing a conflict situation 
• Demonstrate steps to take when dealing with an angry guest to resolve the situation 
• Build meaningful connections with guests through listening techniques to improve empathy 

• Examine how guests break the rules and assess if the operational process the premises has is place is effective