Are your bar and restaurant servers the hospitality professionals your international guests expect them to be?
Knowledge is power and, for Thailand’s hotels, restaurants and bars, Hospitality English Language Training combined with English product knowledge training can mean more profits. The problem is most Thai servers don’t have the Hospitality English Language skills or English product knowledge required to make informed recommendations to your international guests.
Having the ability to explain, in English, which ingredients are in a menu item, how the item is prepared and served, and which menu items ‘pair’ well together can allow your bar and restaurant servers to use different techniques and methods to make up-selling suggestions to your international guests.
Suggesting extras such as salad with a steak, a carafe of wine instead of a glass or premium spirit brands instead of regular spirit brands not only builds your check averages but also improves the perception of your restaurant’s service delivery. Guest feel taken care of when employees suggest items that enhance their dining experience.
It has always been essential for Thailand’s bartenders and servers to be knowledgeable about the products they offer however, they cannot ‘Up-sell’, when they do not have the Hospitality English Language product knowledge they need to suggest your food and drink items to your international guests.
Today, it is important for your bar and restaurant Servers to understand how both food and drink menu items are served as the guest who wants to know how a dish is prepared, or what’s in a certain Thai curry, is just as likely to ask where a single malt Scotch is from, how a cocktail is made, or what the difference is between a Cappuccino and a Café au Lait.
“We don’t have time and our employees don’t need English product knowledge Training”
Other Thai hospitality businesses feel outsourcing English product training is an unnecessary cost as they already have a Human Resource Department or a Food and Beverage Manager who can speak some English. However, just because the Learning and Development Officer and F & B Manager can speak a little bit of English or is an expert at product knowledge it, doesn’t necessarily mean they have the skills to teach employees the effective English language they need to successful ‘suggest and upsell’ to international guests. Two different skill sets are required.
Employee attitude to the ‘typical’ boring TEFL English lessons is usually the final reason why Thailand’s hospitality employers avoid investing in English Language training. However with a bespoke ETC ‘Confidence in English’ Hospitality English Language Training Scheme focused upon Customer Service Excellence and Food and Beverage Employees you servers will enjoy a multitude of fun and exciting activities and games designed to accelerate learning.
It may take some time for your Thai employees to become comfortable with recommending your food and drink items, especially in English, however with a ‘Confident in English’ Hospitality English Language Training Scheme from ETC…English Training Courses your Bar & Restaurant Servers will soon become assured and confident that they are providing the correct information to your guests. Then all you have to do is remind them that increasing their product knowledge has a direct payoff in bigger checks, bigger tips and more satisfied customers!
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