Food and Beverage Service Professional Course – Course Outlinestream.lobsterink.com/legacy/hallmark/food_and_bever… · · 2016-06-18Food and Beverage Service Professional –

Food and Beverage Service Professional – Course Outline

Level Count: 5

Subject Count: 29

Lesson Count: 172

Lesson Duration: 11 hours 42 minutes 15 seconds

Level Subject Lesson Lesson Duration

Level 1

1.1 Understanding the Dining Experience

1. The Ten Phases of Service 06:52

2. Extended Menu Sequence 04:09

copyright Lobster International S.A. 2014

3. Service Styles 05:09

4. The Five Senses in Guest Areas 10:17

5. Five Senses – Interactive Analysis 03:29

Total Subject Duration: 29:56

1.2 Roles and Responsibilities

1. Who’s Who in Service? 05:00

2. Who’s Who in the Kitchen 03:00

3. Teamwork 03:43

4. Duties and Checklists 05:14

5. Sections and Position Numbers 06:26


1.3 Appearance, Hygiene and Uniform

1. Hygiene and Appearance 06:37

2. Uniform 07:18

3. The Waiter’s Toolkit 03:26

4. Hygiene in a Food Service Environment 06:21




1.4 Basic Communication

1. Body Language – The Basics 08:03

2. Common Mistakes and Bad Habits 03:23

3. Communicating with Colleagues – Before Service 05:41

4. Communicating with Colleagues – During Service 05:29

5. Communicating with Colleagues – After Service 03:26


1.5 Cutlery

1. Introducing Cutlery 02:33

2. The Starter Knife and Fork 04:31

3. The Main Course Knife and Fork 03:24

4. The Fish Knife and Fork 03:41

5, The Steak Knife 02:19

6. The Butter Knife 04:18

7. The Cheese Knife 03:01



8. The Oyster Fork 02:55

9. The Teaspoon and Demitasse Spoon 03:48

10. The Soup Spoon 01:59

11. The Dessert Spoon and Dessert Fork 03:38

12. Polishing Cutlery 04:25

13. The Rules of Cutlery 08:58


1.6 Crockery

1. Introducing Crockery 03:45

2. Polishing Crockery 03:57

3. The Rules of Crockery 04:11


1.7 Glassware

1. Polishing Glassware 04:09

2. The Rules of Glassware 03:24

3. Tumbler Glasses 05:26



4. Stemware 08:01


1.8 Linen and Table Décor

1. The Fundamentals of Linen 06:30

2. Rules for Linen 05:01

3. The Simple Square Napkin Fold 01:57

4. The Simple French Napkin Fold 01:19

5. The Pyramid Napkin Fold 01:32

6. The Cutlery Napkin Fold 02:54

7. The Bread Pouch Napkin Fold 01:42

8. The Lily Napkin Fold 02:04

9. The Bird of Paradise Napkin Fold 01:41

10. The Bishop’s Hat Napkin Fold 01:53

11. The Diamond Napkin Fold 01:35

12. The Rosebud Napkin Fold 01:16

13. Linen during Service 05:15

14. Table Décor 06:28




1.9 Setting up the Dining Room

1. Getting the Guest Information 05:17

2. Cleaning the Dining Area 06:48

3. Tables and Chairs 05:53

4. Setting a Table 10:47

5. A Focus On – Setting a Big Round Table 01:51

6. A Focus On – White Gloves 01:30

7. The Waiter’s Station 07:00

8. Resetting a Table during Service 02:45


Total Level 1 Duration: 4:31:24

Level 2

2.1 Basic Guest Communication

1. Basic Guest Communication 07:27



2. Words to Serve 06:51

3. The Centre Line 02:15

Total Subject Duration: 0:16:33

2.2 Basic Hosting Skills 1. The Hosting Station 04:42

2. Taking a Detailed Reservation 08:09

3. Scenarios 07:30

4. Reading the Day Sheet 04:12

5. The Greeting 06:54

6. Coats and Bags 02:35

7. Escorting the Guest 00:55

8. Seating the Guest 03:38

9. Seating – The Finer Details 06:56

10. The Orientation and Menu Delivery 04:48

11. A Focus On – Describing the Service Style 02:06

12. The Farewell 04:39

13.Dealing with Lost Property 01:09

14. Interactive Analysis – Good host/Bad host 04:20




2.3 Trays and Trolleys

1. Understanding Trays 05:45

2. Carrying Trays 06:18

3. Attention to Detail – Carrying Trays 01:52

4. The Buddy System 02:19

5. Trolleys 01:57


2.4 Drinks Service

1. Understanding Drinks Service 04:07

2. Water Service 02:28

3. Bar Terminology 03:00

4. Taking a Drinks Order 06:11

5. Serving Drinks 07:19

6. Serving Drinks – The Finer Details 03:32

7. Clearing Spills 04:50




2.5 Bread and Canapé Service

1. Bread Service at the Table 04:07

2. Bread Baskets and Trays 04:25

3. The Silver Service of Bread 03:52

4. Attention to Detail – Bread Service 02:58

5. Canapé Service 02:42


2.6 Introducing the Pass

1. The Food Pass 05:29

2. The Beverage Pass 03:09


2.7 Table Service – The Details

1. Understanding Table Service 04:34

2. Carrying Plates 05:46



3. Preparation – Four-minute check 04:16

4. Preparation – One-minute check 02:43

5. Delivering Plates to the Table 03:52

6. Delivering Plates on Trays 02:56

7. Delivering Different Dishes 03:04

8. Two-Minute Check 04:25

9. When to Clear Plates 03:31

10. How to Clear Plates 02:34

11. Decrumbing a Table 02:18

12. Guests who Smoke 04:43

13. Replacing and Removing Ashtrays 02:36

14. Continuous Checks in the Dining Room 03:23

15. A Focus On – Silver Service 03:45



Level 3



3.1 Menu Preparation

1. Preparing the Menu 02:47

2. Learning the Menu 07:03

3. Practising your Communication 06:22

4. Learning Difficult Terms 02:12

5. Allergens 04:17

6. Special Dietary Requirements 04:36


3.2 Menu Recommendation

1. The Recommendation Step by Step 05:24

2. Tailoring your Recommendation 05:24

3. A Focus On – Chalkboard Menus 01:49


3.3 The Docket System

1. Understanding the Docket 02:44

2. The Waiter’s Docket 03:53



3. The Flow of a Docket 03:19


3.4 Taking Guests’ Orders

1. Taking Guests’ Orders Step by Step 04:04

2. Staggering Orders 03:12


3.5 Payment and the Bill

1. Presenting the Bill 03:59

2. Payments and Gratuities 04:00



Level 4

4.1 Aperitifs, Digestifs and Cigar Service

1. Introducing Aperitifs 04:15



2. Introducing Digestifs 03:42

3. Cigar Service 04:33


4.2 Wine Service

1. Taking a Wine Order 05:15

2. Presenting the Wine 04:08

3. Opening a Bottle of Wine 04:27

4. The Three Methods of Opening Wine 02:34

5. Serving Wine 04:03

6. Understanding Decanting 04:10

7. Understanding Old Wine 02:49

8. How to Decant Wine 06:14

9. Tips for Decanting 02:46

10. Wine by the Glass 04:11


4.3 Sparkling Wine Service



1. Understanding Sparkling Wine 02:21

2. Taking an Order and Presenting Sparkling Wine 04:46

3. Opening and Serving Sparkling Wine 05:06


4.4 Coffee and Tea Service

1. Coffee Service 05:13

2. Teas and Tea Service 04:24



Level 5

5.1 Dealing with Complaints

1. Getting Ready to Deal with Complaints 03:37

2. The Principles of Dealing with Complaints 07:35

3. Guests with Unrealistic Expectations 03:39

4. The Drama Queen Complainer 04:22



5. The Serial Complainer 03:31

6. The Non-Complainer 03:01


5.2 Adapting Service

1. Lounge Service 03:54

2. Pool Service 03:56

3. Breakfast Service 05:41

4. A Focus On – Tableside Service 03:33


5.3 Tailoring For Different Guests

1. Understanding Tailoring 03:12

2. Tailoring for Special Occasions 04:44

3. Tailoring for Couples 02:23

4. Tailoring for Elderly Guests 01:45

5. Tailoring for Families and Children 02:43

6.Tailoring for Business People 03:04



7. Tailoring for Food Enthusiasts 02:40

8. Tailoring for Special Needs 03:06

9. Tailoring for Return Guests 02:29


5.4 Types of Waiters

1. The Klutz 03:38

2. The Snob 02:08

3. The Joker 02:42

4. The Grump 02:54

5. The Newbie 03:03

6. The Spinner 02:43

7. The Talker 01:22



Total Course Lesson Duration: 11:42:15



Food and Beverage Service Professional Course – Course Outlinestream.lobsterink.com/legacy/hallmark/food_and_bever… · · 2016-06-18Food and Beverage Service Professional –

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