LearningOutcomes
FundamentalsofF&B APathwaytoEmployment
Introduction
As part of the Tourism Pioneers Program sponsored by the Saudi Ministry of Tourism, SaveFast have developed a customized and exclusive, Highfield Accredited Award courses that provide an introduction to working in the F&B industry.
This course provides the key information needed for a solid foundation in Food & Beverage Service for Cashiers. Upon completion of this course, learners will have the knowledge and skills needed to work autonomously and/or in a team environment in F&B. This qualification is specifically designed to equip learners with both the theoretical and practical and skills to work in the F&B industry.
Through delivery of this course as part of The Tourism Pioneers Program learners are contributing to the realization of Vision 2030
Context:
As part of Vision 2030, the Ministry of Tourism has launched one of the world’s largest Global hospitality training programs entitled "Tourism Pioneers" to Train 100,000 Young Saudi Men and Women in the theoretical and practical skills necessary for them to enter and be retained in the newly emerging Saudi Arabian Hospitality Sector. In today’s Saudi Arabia, the restaurant industry is booming, continuously growing as part of the emergence of a thriving Tourism Sector, creating a demand for aspiring, motivated and well-trained local talent.
Market Overview
The Saudi Arabian Food service market was valued at USD 27.8 Billion in 2021 and is projected to grow at a CAGR of 7.71% during the forecast period, 2022-2027. Saudi Arabia’s food and beverage sector growth rate increased to 6.3% in the first half of 2022, according to the Kingdoms Small and Medium Enterprise Authority (Monsha’at).
Small and medium enterprises have made the sector even more attractive for investors, as $187 million was invested in the Kingdoms F&B startups in the first half of 2022 (according to MAGNiTT’s Saudi Arabian Venture Capital report.
The industry has experienced exponential growth over the past 24 months and this is expected to continue into 2023. This growth brings many challenges, with the industry seeking skilled, competent Saudi talent that have the core competencies and more importantly the hands-on skills that ensure job readiness. Our unique program centers around our restaurant simulation, which enables learners to put into action what they have
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learned. Graduates of this program will be able to kick-start their career as an F&B Host, Cashier, Cashier Supervisor, or any other customer facing position in F&B.
The Present Challenge:
Currently “home grown” Saudi talent is severely underrepresented in F&B & Hospitality, leading to an insufficient supply of manpower that is capable & ready to work, particularly in the areas of effectively using emerging F&B technology & maintaining service levels to internationally acceptable standards.
Providing this missing manpower resource is also hampered by a lack of locally accredited F&B training programs that offer industry specific practical training.
The Solution:
Our solution is to equip and certify learners with the fundamentals of service excellence tailored for the F&B industry & POS technology to sharpen their competitive edge We can then connect talents to the job market through companies who have pledged their commitment to hiring from our graduate talent pool. Our program is designed to provide leaners with the practical skills needed to be ‘employable and to thrive in the F&B industry.
Serving the Industry, Serving Saudi Youth, Serving Vision 2030 About the Program
Our Fundamentals of F&B training program has been developed to be industry specific and designed to meet the needs of the F&B sector. The program is accredited by Highfield International which is the UK and Middle East’s leading supplier of compliance, work-based learning and apprenticeship qualifications. Designed by industry experts with over 40 years of combined experience in the food and beverage industry, this program is developed exclusively by and for SaveFast. The course is accredited and recognized internationally as a Highfield customized qualification; the course is also endorsed by many of the key players in the Saudi F&B Sector.
The Fundamentals of F&B program is currently the only qualification of its kind that both equips learners with the knowledge, soft skills and practical capabilities to guarantee job readiness and then links them to guaranteed employment opportunities through our industry pledge program.
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SaveFast & Foodics F&B Academy
At our state-of-the-art F&B Academy site in Riyadh, we have created a dedicated space designed for practical training. The Academy includes a bar area with coffee machines, juicers, and icers. There is a café seating area, fast food counter and serving area, American Diner restaurant set-up, fine dining set up, and hostess area to ensure that learners can be trained across all key areas acquiring a variety of skills such as communication in F&B, customer service, sales techniques and how to upsell, providing a memorable experience and serving a range of drinks from coffees to juices and soft drinks.
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Fundamentals of F&B
Level 1 Program Duration: 2 weeks
Recommended for: Customer Facing roles in F&B
Level 2 Program Duration: 3 weeks
Recommended for: Aspiring Team Leaders
Maximum Participants: 30-40
Broad Course Outline
Unit description:
The purpose of this unit is to give attendees the key knowledge and understanding of the F&B sector required to perform their role to an internationally acceptable standard. The unit covers the key elements of F&B Service and the Foodics POS System.
Summary of learning outcomes for level 1
To achieve this unit a learner must:
1. Understand an Overview of the Fundamentals of F&B Service
2. Understand Key Customer Service Principles
3. Understand Sales Techniques in F&B; the Power of Upselling
4. Know how to Communicate with Customers Effectively.
5. Understand how to Effectively Handle Complaints
6. Understand Basic Food Hygiene Principles and Practices
7. Demonstrate Understanding of Foodics POS Cashier Training
Summary of learning outcomes for level 2
To achieve this unit a learner must:
1. Learn about the history of the food and beverage service industry.
2. Understanding the basics and applications of supervising food and beverage service
3. Defining and understanding the types of small, medium and large restaurants and the ways of working in each of them
4. Understanding the art of customer service and the importance of customer satisfaction
5. Understanding and explaining sales techniques in the different food and beverage departments and ways to increase sales.
6. Understand and explain how to communicate with customers effectively and train your staff on it.
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7. Understand how to effectively deal with complaints and solve problems.
8. Understanding and training of food hygiene and safety practices
9. Training and understanding of the operations of the Foodics POS and similar programs.
10. Understanding of inventory and inventory management processes and related operations
11. Understanding financial transactions in the food and beverage department
Module Title
Total number of hours:
Learning Outcomes – the learner will:
1. List the steps and main standard operating procedures of different types of table service
2. Define characteristics of basic and informal F & B operations
Name the various cleaning processes, products and materials common to F&B operations.
3. Identify the different documents and checklists used in F & B operations
4. Understand the process for successfully taking orders in F&B operations.
5. Explain the different phases of sales in F&B outlets
6. Understand how a POS system can be used in F&B to increase operational efficiency and compliance
7. Understand the advantages and disadvantages of different types of payment methods.
8. Understand the meaning and methods of after-sales
9. Understand the importance of meeting and exceeding customers’ expectations.
10. Understand the end-to-end POS Process
Customer service and sales techniques in F&B
12
Assessment Criteria – the learner can:
1. Explain how to perform different types of table service effectively
2. Describe different basic and informal table layouts
3. Explain how to clean various facilities and work areas commonly attended by F&B service staff.
4. Explain why it is important to communicate a menu correctly to various customers
5. Describe the process for handling customers’ enquiries on food and beverages during different F&B service processes.
6. Describe the role of POS systems and requirements for working in accordance with the legislation regulating F & B
7. Explain how to take the order at the table efficiently to ensure customer satisfaction
8. Explain how to use different sales promotion techniques in F&B outlets
9. Describe how to apply aspects of communication to influence sales and how to apply techniques of up-selling for beverages.
10. Demonstrate how to use POS systems to take orders
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Module Title Communicating With Customers Effectively
Total number of hours: 10
Learning Outcomes – the learner will: Assessment Criteria – the learner can:
1. Distinguish between techniques for meeting different customer needs
2. identify the strategies used to build rapport with customers
3. recognize different communication styles
4. Know the stages of the customer journey process
5. recognize best practices for cu
1. Describe different techniques for meeting different customer and business needs
2. Describe the strategies used to build rapport with customers
3. Give examples of different communication styles
4. sequence the stages of the customer journey process
5. Give examples of best practices for writing professional e-mails and reports
Module Title Handling complaints
Total number of hours: 8
Learning Outcomes – the learner will: Assessment Criteria – the learner can:
1. Understand what a complaint is and why people complain
2. Know what drives complaints in an F&B organization
3. Understand the skills and approaches needed to deal with customer complaints
4. Understand techniques for pro-actively identifying and fixing the causes of complaints
5. Understand different processes to follow when dealing with a dissatisfied customer
1. Explain what a complaint is and why people complain
2. Describe the drivers of complaints in an F&B organization
3. Explain the skills and approaches needed to deal with customer complaints
4. List techniques for pro-actively identifying and fixing the causes of complaints
5. Describe different processes to follow when dealing with a dissatisfied customer
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Basic food hygiene
Total number of hours: 10
Learning Outcomes – the learner will: Assessment Criteria – the learner can:
1. Understand what is meant by food hygiene.
2. Know the responsibilities of a food worker.
3. Identify various food poisoning bacteria and the conditions necessary for bacterial growth.
4. Understand the importance of cleaning and cleaning schedules.
5. Understand the requirements of personal hygiene.
6. Understand how pest infestation occurs and how to deal with it.
Optional
1. Explain what is meant by food hygiene.
2. List the responsibilities of a food worker.
3. Describe various food poisoning bacteria and explain the conditions necessary for bacterial growth.
4. Explain the importance of cleaning and cleaning schedules.
5. List the requirements of personal hygiene.
6. Describe how pest infestation occurs and explain how to deal with it.
Total number of hours: 8
Learning Outcomes – the learner will: Assessment Criteria – the learner can:
1. Understand the functionality of the Foodics O-Live, O-Market & O-Tel platforms
1. Explain & demonstrate the main elements of inventory management
2. Explain and demonstrate use of the digital menu system
3. Explain and demonstrate the use of the Kitchen Display System
4. Explain and demonstrate the use of the Table Reservation System
5. Explain and demonstrate the use of the Accounting System
6. Explain and demonstrate the use of the Delivery System
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Module Title
(Pick
Title Foodics POS
one) Module
Module Title
Total number of hours: 12
Fine Dining Best Practice
Learning Outcomes – the learner will: Assessment Criteria – the learner can:
1. Understand what is meant by Fine Dining.
2. Understand the importance of consistency and teamwork in Fine Dining
3. Understand the importance of presentation in Fine-Dining
4. Know the different roles in a Fine Dining Restaurant team and understand the importance of each role
5. Understand the challenges of delivering a successful Fine-Dining experience
6. Understand how to lay the Fine-Dining table for different menus
7. Understand serving, clearing and communication best-practice in Fine Dining restaurants
1. Describe what is meant by Fine-Dining & give examples of how this differs from other F&B services
2. Explain why consistency is important in Fine-Dining and why teamwork is an essential element of the customer experience
3. Explain and give examples of why personal presentation and the presentation of the setting is fundamental to a great customer experience in Fine-Dining
4. Describe the roles in a Fine-Dining restaurant team and explain the importance of each
5. Give examples of challenges during service that are unique to Fine-Dining
6. Describe different Fine-Dining table layouts
7. Explain and demonstrate serving, clearing and communication best practice in Fine-Dining restaurants (Group role-play exercise)
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