Formal Etiquette in Hospitality

• Foundational understanding of hospitality services, roles, and responsibilities

Audience

• Hospitality staff

Formal etiquette refers to the set of conventional rules and behaviors that are considered appropriate, polite, and respectful in formal settings.

This instructor-led, live training (online or onsite) is aimed at beginner-to-intermediate level hospitality staff who wish to enhance their skills for providing excellent service.

By the end of this training, participants will be able to:

• Gain knowledge and skills in formal etiquette, focusing on hosting, dining, and serving.
• Understand serving protocols and the rationale behind them, enabling staff to execute these guidelines proficiently.
• Improve customer service quality, and strengthen communication and interpersonal skills for better interaction with guests.
• Understand diverse cultural etiquettes and sensitivities, ensuring respectful and appropriate service to all guests.
• Handle unexpected situations and guest requests professionally and efficiently.

Format of the Course

• Interactive lecture and discussion.
• Lots of exercises and practice.
• Hands-on implementation in a live-lab environment.

Course Customization Options

• To request a customized training for this course, please contact us to arrange.

Introduction to Formal Etiquette

• Overview of formal etiquette in hospitality
• Importance of etiquette in customer service
• Historical perspectives and evolution of formal etiquette

The Art of Hosting

• Roles and responsibilities of a host
• Preparing for guests
• Welcoming guests

Dining Etiquette and Table Manners

• Understanding table settings
• Use of cutlery and glassware
• Napkin etiquette
• Appropriate behavior at the table
• Handling special dining situations

Professional Serving Techniques

• Serving and clearing procedures
• Plate handling and presentation
• Managing multi-course meals
• Wine and beverage service

Special Event Management

• Planning and organizing formal events
• Coordinating with other staff and departments
• Handling unexpected situations and guest requests

Cultural Sensitivity and International Etiquette

• Understanding and respecting cultural differences
• International dining etiquette
• Adapting service to diverse clientele

Communication and Interpersonal Skills

• Effective communication with guests and team members
• Body language and professional appearance
• Handling complaints and difficult situations

Summary and Next Steps