Training plan for the food and beverage area: Waiters.

PRESENTATION

Training is a strategic educational process applied in a manner

organized and systemic, through which personnel acquire or develop knowledge and
specific skills related to work, and modifies their attitudes towards aspects of the
organization, the position or the work environment.

I. COMPANY ACTIVITY

The Fiesta Inn hotel in Playa del Carmen began operations in September of 201 is a brand of
Posadas Group hotels, Fiesta Inn Playa del Carmen is an ideal hotel for the traveler.
business or pleasure that requires comfort, functionality, and quality services throughout
moment.

II. JUSTIFICATION

The most important resource in any organization is the personnel involved in the
work activities. This is of special importance in an organization that provides services, in
the conduct and performance of individuals directly influence the quality and
optimization of the services provided.

A motivated staff and teamwork are the fundamental pillars on which the
successful organizations sustain their achievements. These aspects, in addition to constituting two forces
internal factors of great importance for an organization to achieve high levels of
competitiveness is an essential part of the foundations on which the new approaches are based
administrative or managerial.
The essence of a motivated workforce lies in the quality of the treatment it receives in its relationships.
individuals who have with the executives or officials, in trust, respect, and consideration
that their bosses show them affection daily. The work environment and the
the extent to which it facilitates or inhibits each person's work compliance.

III. SCOPE

The present training plan is applicable to all staff in the food area and
drinks that works at the Fiesta Inn Playa del Carmen.

IV. PURPOSES OF THE TRAINING PLAN

Having as its general purpose to enhance organizational effectiveness, training is carried out to
contribute to:

Raising the performance level of employees and, with that, increasing productivity and
company performance.

Improve interaction among collaborators and, with that, increase interest in assurance
of the quality in the service.

V. OBJECTIVES OF THE TRAINING PLAN

General Objectives

Prepare the food and beverage area collaborators for the efficient execution of their
responsibilities they assume in their positions.

Specific Objectives

Provide knowledge and develop skills that meet all requirements for the
good performance.

Update and expand the knowledge required in specialized areas of activity.

Help in the preparation of qualified personnel, in accordance with the plans, objectives, and requirements.
of the Company.

VI. GOALS

Train 022% of the operational staff in the food and beverage area, specifically waiters.
from the company Fiesta Inn Playa del Carmen

VII. STRATEGIES
The strategies to be employed are.

Development of practical work that is being carried out daily.

Conduct workshops.

Methodology of dialogue

VIII. TYPE, MODALITY AND LEVEL OF TRAINING.

Corrective Training: As its name suggests, it is aimed at solving 'problems of

performance". In this sense, its original source of information is the Performance Evaluation
normally carried out in the company, but also the needs diagnostic studies
aimed at identifying them and determining which ones are feasible to solve through actions of
training.

Training: Its purpose is to impart basic knowledge aimed at providing a vision

general and broad in relation to the context of development.

Improvement: It is proposed to complete, expand, or develop the level of knowledge and

experiences, in order to enhance the performance of technical, professional, managerial, or
management.

Complementation: Its purpose is to reinforce the training of a collaborator who only handles part
of the knowledge or skills demanded by their position and requires reaching the level that
this demands.

Intermediate Level: It is aimed at staff who need to deepen their knowledge and experiences in
a specific occupation or an aspect of it. Its purpose is to expand knowledge and
perfecting skills in relation to the demands of specialization and better performance in the
occupation.

IX. ACTIONS TO BE DEVELOPED

TRAINING TOPICS

Training in areas of improvement.

- Service and Protocol for Waiters

Knowledge of the menu

As far as possible, give the newcomers the opportunity to try several dishes.
Menu before putting them into service. They must visually know how each dish is prepared.
what are the ingredients, customers want to know the nutritional information of the dishes,
or the way they are prepared. And they expect a good recommendation from the waiter and this
it becomes better income.

They should also study the structure of the menu, its layout, and the names of the dishes.

Hotel procedures practice.

- Coordination in the service

Restaurant layout.
The waiters spend their entire shift on their feet, moving quickly between the kitchen and the area.
dining room your restaurant. An appropriate orientation of the design and distribution of the restaurant,
including the restrooms, emergency exits, storage rooms, kitchen space and
the area of tables is important for the good performance of your work and knowledge of
flow in the operation of your restaurant.
It is important that they know the order or number of the tables with precision.

- Sales work.

Suggestive sale
In this business, selling is nothing more than suggesting.

Making suggestions is good for everyone.

Diners benefit because making suggestions is part of providing them with good service.
Many customers are too busy talking or thinking about other things to read.
the menu dedicatedly. The waiter is the expert, he knows what is available in the restaurant, and
Introducing them to attract their attention is part of paying attention to the customer.
Tips also increase their percentage of tips. When customers buy the
the item you suggested to them is consuming more, getting happier, possibly
eating something unusual or something that fascinates him - and that you suggested. The credit you receive for
suggesting these items will be reflected in your tip.

The importance of factors:

When suggesting an item, factors are important:

0) What it says: "As for what the waiter says, he can start by naming an item on
Customer. When it is not clear what the item is, the waiter should also describe it to the customer.

As it says: suggest items that you really enjoy, that you believe are worth it.
buy. These are the most enthusiastic suggestions you can make to your customers.

What to do if the client says no?

Do not push. Always accept the customer's decision, and show that it is a pleasure to serve them. This will
it will allow making many suggestions without the customer feeling rushed or uncomfortable.

Tips for a Suggestive Sale

0. SUGGEST VARIOUS THINGS THROUGHOUT THE MEAL.

... such as:

• cocktails
• appetizers
• salads, vegetables, potatoes, or other additions. dessert
• coffee and specialty coffee
• wines
A GOOD SERVICE OVERALL

Always try to satisfy your customers and make their experience as pleasant as possible. Do
sincere and honest suggestions, as part of your good service and consideration.

3. KNOW YOUR MENU

Know the items you have to offer, the ingredients they contain, the preparation, and the way of
describe them to the client.

Also, get to know the wines to suggest them with different foods.

4. SUGGEST THE ITEMS YOU LIKE

Suggest what you think is delicious and represents good value.

5. BE SPECIFIC

Instead of asking the customer if they want an 'appetizer' or a 'dessert', mention specific dishes.
to open the client's apetto.

SUGGEST THE UNUSUAL.

If your restaurant has something unusual on the menu, mention it.

7. MENTION THE SPECIALS OF THE DAY

If an item is not on the menu, or is the special of the day, make sure your customers know.

8. SUGGEST FILLING YOUR DRINKS

When you approach the table to collect the empty glasses, take that opportunity to offer a
new drink or wine.

9. DESCRIBE THE ITEM YOU SUGGESTED

If the customer is thinking about the item you suggested, describe it. Tell the customer what it is, how
How it is prepared, the flavor you have, how it is served, etc. For example: 'What do you think of our pineapple?
steamed with vanilla ice cream? We take a fresh piece of pineapple and steam it so that
I was left very warm. Then we added a touch of delicious vanilla ice cream. The combination
it tastes delicious.

Say everything the customer is interested in hearing.

02. IF THE CLIENT SAYS NO

... according to your suggestion, do not pressure him. Always accept the client's decision. Show that even though he
The client says yes or no to your suggestion, it will still be a pleasure to serve you. This will allow you to do many things.
suggestions without the customer regretting or feeling pressured to buy.

00. WHAT HAPPENS IF A SUGGESTION GOES WRONG?

Occasionally a customer may complain about an item that you suggested. If you acquire the
habit of describing things to customers, complaints will be very scarce because people
they would know what they will eat in advance.

If you receive a complaint, whether or not you suggested the item, you must try to improve it, if it is
possible.

Customer recognition.

- Importance of the customer feeling at home.

- Advantages for the waiter and the hotel.

Personal motivation.

X. RESOURCES

HUMANS: It consists of participants, facilitators, and specialized speakers in the

subjects such as: graduates in administration, accountants, psychologists, etc.

MATERIALS:
INFRASTRUCTURE. - The training activities will be conducted in suitable environments.
provided by the company management.

FURNITURE, EQUIPMENT AND OTHERS. - is made up of folders and work tables, whiteboard,
markers, total folio, multimedia equipment, TV-VHS, and adequate ventilation.

TECHNICAL - EDUCATIONAL DOCUMENTS. - among them we have: certificates, surveys of

evaluation, study material, etc.

XI. FINANCING

The investment amount for this training plan will be financed with own income.
budgeted by the institution.