Food and bev: 7 ways to encourage customer confidence

Courtesy
Anyone in the position of interacting with customers must be friendly, helpful, polite, courteous, and flexable. These attitudes are not just nice and professional, they are expected.

Apology
Making a apology to customers after having things go wrong is positively related to saticfaction with recovery. When a service employee apologise to a customer, she/he conveys politeness, courtesy, concern, effort and empathy and this goes a long way.

Justification
A vital, but often overlooked element of customer recovery is to provide an explanation for how or why the problem happend. Taking time to explain to the customer what might have caused the problem helps orgaizations to re-establish trust

Resolution
One of the gifts of a voiced complaint is that it offers the company to re-perform the service. When given a second chance company's must bend over backwards to fix the problem and restore customer confidence.

Immediateness
Not only is resolving the problem important but a speedy recovery responce will be enhance customer evaluations of your company

Compensation
Dont hesitate when it comes to compensating a customer after failure. Your reward will increase customer saticfaction, loyalty, and powerful persuasive word of mouth advertising

Surprise and delight
The bonus ia all about going beyond problem resolutions and inspiring a feeling of astonishment through unexpectedness

Food and Bev: Personal skills

Self confidence: Ways of increasing
Tips to improve Self confidence

*Look for a role model (someone who has self confidence) and learn from them, what is it that they do to have self confidence and how do they do it?
*Focus on your achievements, rather than your failures, if you do find yourself thinking about how you failed, then look at what you managed to do right and how you could correct what you did next time
* Learn how to feel good about yourself
* Act as if you were self confident, and you will feel more confident
* Prepare thoroughly for any tasks so that you ca be sure you are ready
*Work on ant skills you need to do what you want, you can never be over trained or over skilled for any challenge in life
* Work on your relaxation skills
* Always smile and stand up straight
* Set reachable goals for yourself and break diffucult tasks into smaller steps
* Reward yourself when you succeed no matter how small the achievement
* Finally, don't be too competitive and compare yourself to others. Be yourself you self confidence depends on you and your personal skills

Conference Week

This past week and weekend was hectic. Monday started off with a bang when a group of 48 people showed up for a conference which lasted the whole week. They had breakfast, lunch and dinner everyday day which we had to set up, on Tuesday another conference group showed up consisting of 18 people they were here for a day... conference and just joined us for lunch and tea breaks.

After a very hard working week and late nights and our weekend kicked off by welcoming the RCI group. We've heard rumors about this weekend and all of them were absolutely true. What a group, we welcomed them with a shot of mampoer and a cocktail. Friday night they ate dinner in the boma, and after that it was party party party. Saturday morning they had team building which followed by all the activities on the farm. I ran the cash bar at the adventure centre until 4. Saturday night we had a soccer theme all the students and the staff had to wear a soccer jersey. In the hall we set up a buffet for the guests. We watched rugby and after that blue hat started with the music. All the students had to clear tables and serve drinks. None the less it was a hard week but it was fun

Types of fires

Combustible materials - Wood, paper, linen, table cloths

Extinguisher - Water

Method -Cooling

Flammable liquids - Petrol, diesel, spirt lamps

Extinguisher - Foam, co2, fire blanket

Method - Smothering

Live electricity - Computers, generators, music systems

Extinguisher - co2, powder

Method - Smothering

Flammable metals - Magnesium, sodium

Extinguisher - dry sand, powder

Method - Smothering

Flammable gasses - Methane, propane

Extinguisher - Water, foam, co2

Method - Cut off main power supply

Possible causes of fire - Reception

Maintenance - Shortages, open wires, open plugs, damage equipment, faulty equipment
Electrical - wrong connections, faulty wires, rolled up cables
Overload - multi plugs
Human error - Cigarettes, incents, candles
Cleaning - Mixing of wrong chemicals, spirt jelly's, spirt

Always be on the look out for hazards, the smallest hazard can cause the biggest fire. Repair broken/damaged wires/plugs

Customer requirements urgent and non urgent

Urgent
Human beings have many complex need. Our basic need include food, clothes, warmth and safety: social needs are belonging, affection, fun and relaxation esteem needs for knowledge and self-expressions

Non urgent
Wants is he form taken by human needs as they are shaped by culture, Wants are how people communicate their needs

Its important to know the difference between wants and needs

All persons have the same basic human needs:
To feel welcome
To feel comfortable
To be understood
To feel important

Characteristics for good customer service

Politeness
When greeting guests, you can use body language to convey a polite and friendly manner - smile and maintain eye contact

Willingness
Always go that extra step for guests. lend a hand when they are struggling, be thoughtful and helpful at all times

To assist
Assist all guests at all times in any way they require

Prompt service
Always work in a prompt manner for example: if you are not sure about something tell the guest you'll find out and report back to him immediately

Reporting lost and found property (reception)

Reporting to supervisor

The item should be taken to the lost and found department, where the supervisor/manager will record the item in a file and indicate what it is, where it was found, time and date and by whom. The supervisor will then phone the owners and ask them to briefly describe the item that they have lost (if it is indeed theirs). Further arrangements will then be made

Details of property

When property/items are found details must be recorded in a file. There you must indicate, what it is, where it was found, time and date, and by whom. Any further details must also be written down eg if its a camera, the product make, model, if there's any extras eg batteries, memory card or extra cables. Everything must be written down

Holding
Lost and found personnel should store a found item until it is claimed by the owner or for the lenght of time designated by law. Lost and found items should be secured according to management policy. In some states the hotel has legal rights to sell unclaimed property if the owner does not respond to letters or other appropriate form of contact within a stipulated lenght of time

Keys ( reception)

For security reasons most lodging properties use at least three types of keys:
Master keys
Emergency keys
Individual keys

Emergency keys
Opens all guestroom doors, even when they are double locked - that is locked with a standard door lock and a device operable only from within the guestroom. Emergency keys should be highly protected, and never removed from hotel properties, They should be strictly controlled and recorded.

Master keys
A master key opens all guestroom doors that are not double locked. When not in use a master key should be secured in a designated place for safekeeping. Only authorized personnel should have access to master keys. Keys are issued to personnel based on their need to use the key, not simply on their rank of status. It would be impractical for all housekeeping room attendants to have a master key for each room they service

Guestroom keys
Opens a guestroom door so long as it is not double locked. Front desk agents, should not give guestroom keys to anyone who is not registered in that room. The front desk agent should check appropriate identification to ensure that the person requesting the key is the guest registered in that room. In addition front office agents should remind guests to hand in keys before checking out

Sondela keys system

Grand master key
Every key for every department, office, chalets and Makhato houses

Master key
Keys for all the departments:
Reception, maintenance, food and bev, accommodation, guesthouse, wild life centre, caravan park, Moselesele

Sub master key
Keys for all entrances to departments, no office keys. eg keys for reception but not for offices, tills, petty cash or safes

Floor master keys
For supervisors, keys for restaurant, fridges but not for safes

Section master keys
(receptionist) keys for your own till and personal work station

Procedures for dealing with simple first aid tasks

Shocks - Signs are: faintness, sickness, clammy skin, and a pale face. Keep person comfortable and warm, cover person with blanket.
Cuts - Cover immediately with a waterproof dressing, stop bleeding as soon as possible with direct pressure - pressure points
Electric shock - Switch off current, if not possible, free person by using dry material such as cloth, wood or rubber, treat any burns as above
Fractures - Person should not be moved, medical assistance should be obtained
Burns - Place injured part under slow running cold water, if serious, burns should be covered with clean cloth and patient should be taken to hospital immediately
Fainting - Occur after long period of standing in a hot kitchen, raise legs slightly above level of the head

Prevention and Procedures for dealing with fires

In order to avoid fires constantly be on the look out for hazardous items or objects that could lead to a fire

Fire hazardous:
Blocked extractor fans
Loose wires
Water coming into contact with wires
Incorrect storage of chemicals
Guest and staff negligence

Procedures for a fire
1. Remain calm
2.Dont run or panic
3.Turn off main power supply
4.Raise alarm
5.Ask for assistance
6.Don't use elevators
7.Use correct extinguishers
8.Follow emergency signs and exits
9.Don't return for personal belongings
10.Assist guests and fellow workers as far as possible

Types of fires

Combustible materials - Wood, paper, linen, table cloths
Flammable liquids - Petrol, diesel, spirt lamps
Live electricity - Computers, generators, music systems
Flammable metals - Magnesium, sodium
Flammable gasses - Methane, propane

Discovery of a fire

1. Call fire brigade
2.Do not panic
3.Warn other people
4.Don't jeopardise your own safety or others
5.Follow instructions of establishment
6.If small fire, use correct extinguishers
7.Close doors and windows, turn off gas, electricity and fans
8.Don't wait for fire to get out of hand before calling brigade

Main implications of any legal requirments relating to health and safety for employers and employees (F&B)

The main reason is to protect the employer as well as the employee, and to ensure a safe and healthy working environment.

Sondela nature reserve consists of an health and safety committee where they have a suitable meeting place and ensure that records are kept for a period of at least 3 years.

Employers responsibilities

Employers have responsibilities for the health and safety of their employees. They are also responsible for any visitors to their premises such as customers, guests, suppliers and general public.

All employers no matter what size of the establishment must:
*Make the work place safe
*Prevent risks to health
*Ensure that machinery, equipment and utensils are safe to use and that safe working practices are set up and followed
*Make sure that all materials are handles, stored and used safely
*Provide adequate first aid facilities
*Tell you of any potential hazards from the work you do, chemicals and other substances used by the firm, and give you information, training and supervision as needed
*Set up emergency plans
*Ensure that warning signs are provided and looks after
*Report certain accidents, injuries, diseases and dangerous occurrences to either the health and safety executive (HSE) or the local authority, depending on the type of business

Employee's responsibility

Employers have obligations to ensure a safe and healthy workplace. As employee, you have rights, and you have responsibilities for your own well being and that of your other employees.

Your responsibilities as employee are:
*To take reasonable care of your own health and safety
*If possible avoid wearing jewelery or loose clothing when operating machinery
*If you have long hair make sure it is tied out of the way
*To co-operate with your employer, making sure that you get the proper training and you understand and follow the company's health ans safety policies
*Not to interfere or misuse anything that's been provided for your health and safety
*Report injuries, strains or illnesses you suffer as a result of doing your job
*To tell you employer if something has happened that may affect your ability to do your job
* Your employer must provide PPE (personal protective equipment) to you free of charge to must use this correctly, and follow the training and instruction you've been given

Handling of large and small equipment (F&B)

Main factors involved in the use and handling large and small equipment

Accident prevention - it's the responsibility of everyone to observe the safety rules: in this way a great deal of pain and loss of time can be avoided.

Picking up or moving heavy items

When moving heavy items, don't put all the weight on your back or your lower back muscles. When picking up an heavy item put your feet as close to the item as possible, bend down and as you pick up the item put all or most of the weight on you knees and upper leg muscles.

Cleaning equipment

Make sure that when cleaning equipment that all electrical and non electrical appliances are switched off so injury can be avoided. Equipment needs to be cleaned on a regular basis, with the correct chemicals, avoid using alot of water when cleaning electrical appliances

Personal Hygiene

In the food and beverage service industry, one works both indirectly and directly with guests, their food and also their health and well-being. Therefore, apart from providing guests with personalizes service, food and beverage service staff must ensure that they are clean, presentable and handle guest food and beverage items with the greatest care

Tips when working in this industry:
1. Hands should at all times be clean and washed regularly
2. Uniforms should be clean and washed after every shift worked
3. Long hair should be tied up to prevent hair from falling into food
4. Very little or no make up should be worn whilst handling food or beverages
5. Excessive perfume should be avoided
6. Cuts and grazes should be covered so that it does not come into contact with food
7. Dirty aprons and cloths should be changed with a clean item as soon as possible
8.Very little or no jewelry should be worn whilst operating in a F&B establishment
9. Any cold and flu's should be reported immediately
10. Shoes must be comfortable and clean at all times

Food & Beverage

General Hygiene practices
Just as staff should be clean and presentable at all times, it is imperative that the food and beverage service areas are well maintained and cleaned on a regular basis. Table cloths, serviettes, overlays, and waiter's cloths should be washed after use. This will not only create a clean and impressive look, but also assist the counteraction of cross-contamination, which easily occurs.

Yesterday The hotel students went to our restaurant, to do evaluations on Safety, security and hygiene. Each of us got a certain station where we had to evaluate, and then came the spring cleaning. The departments were the Restaurant/bar area, the scullery and the coffee station. We evaluate every situation that can be a risk to either the staff and our guest. We also made a list which we sent to maintenance, so they can repair broken equipment or maybe just stick a hanging wire back up against the wall. I learned that it's extremely vital for a place like F&B to be spotless at all times, and that your work is much more enjoyable when its in a clean, healthy, germ free environment

14 Cooking methods 11 March

Blanching - to remove natural bitterness from strong flavoured vegs
Poaching - gentle cooking process done in water
Boiling - to preserve maximum flavour
Steaming - cooking food in hot moist air
Frying - placed in oil
Sauteing - quick frying food in pan with little oil
Roasting - cooking in large joints in dry heat
Grilling - fast cooking of smaller pieces with little/no oil
Gratinating - browned on the surface (cheese)
Baking - cooking food in dry heat
Stewing - moist cooking methods for though meats
Braising - combination of roasting/stewing on stove or oven
Glacing - same as braising used for white meats
Pot roasting - cooking poultry in a fat medium pot


Cooking is defines as the transfer of energy from a heat source to a food. Heat is transferred either by: convection, conduction, induction, radiation or a combination utilising 14 different cooking methods.

Proteins - coagulate (60`)
Sugars - caramelize
Starches - gelatinise
Water - evaporates
Fats - melts

Basic knife skills, vegs cuts and stocks

Basic french vegs cuts

Julliene - Matchsticks
Brunoise (brunwa) - Juline cut into small blocks
Jardiniere - Finger length sticks cut into tiny blocks
Macedoine (macedwone) - Block a little bit bigger than Jardiniere
Chiffonade - Shreds: lettuce, spinach
Bouquet garni (bouget garni) - Celery, leeks, carrots tied into a bunch with a studded onion and bay leafs
Mirepoix (mirepwa) - Vegs for Bouquet garni, roughly chopped and loose

Basic Stocks

Demi glace - half reduced stock
Consumme - Clear thin see through liquid
Court Boulillon - Aromatic cooking liquid for pouching and blanching

The Chef's Roll Bag

In the chef's roll bag there are the following knives:
Apple correr
Boning knife
Carbon Steel (used to sharpen knives)
Citrus zester
Chef's knife
Melon baller (parision scoop)
Pallette knife
Paring Knife
Turning Knife
Potato peeler
Fruit Knife

Knives must always be sharp and clean, a blunt knife is more likely to cause a cut because of excessive pressure

Introduction to the kitchen

On the 8th of March we started with our chef's course. We got into the kitchen where we had to clean every single thing, every piece of equipment and of course the extractor fan. This was not punish us but to make it very clear that no food will be cooked in that kitchen if it has not been sanitized. We cleaned out the entire kitchen and learned the classical names of the equipment.

Everyone was responsible for their own personal station and the chef's station. We used 3 different kinds of chemicals: Oven degreaser, sanitizer and multi-purpose. In a kitchen there will always be hygiene and safety.

A chef's uniform is all about pride, if you have it in your profession, you will have it in your uniform no matter what your walk of life is. With a chef's uniform there is more at stake to keeping it white and clean. A dignified look helps generate a feeling of professionalism. High quality, supportive, protective footwear is often overlooked as part of the uniform. Hard leather shoes with slip resistant soles are recommended.

If you walk into a kitchen with a bright clean uniform at the beginning of each day, it's only a measure of pride in your appearance, your skills and your profession. It's also a matter of health for your customers. You are showing them that you are a member of the team, and a practitioner of a noble and ancient craft

The Guesthouse

My first working weekend I was told that I'll be working in our 5-star guesthouse with a lot of nervous feelings shooting through me I went and changed to my all black outfit. I got there not knowing what to do and where to go.Being a first year in this industry you have to be able to learn very very fast, in the guesthouse there is no time for a training when the main gate calls you and says that the first guests are on their way. Everything must be checked AGAIN, just to make sure it's perfect. After all that's what 5 star service is all about.


Tsholo and I started setting up for lunch
and waiting for the guests to arrive.
Everything had to be perfect.











JUST A COUPLE OF PHOTO'S


Outside area & Reception





The kitchen



The rooms
Every night while the guest were having dinner I went in to do turn downs, basically just checking that everything is perfect, that they have milk for the next morning as well as coffee and tea and that their towls are neatly rolled up, their slippers are next to their beds and the gowns are neatly folded on the bed. Every room has something else a couple of examples: room 2 has a bath and a shower outside and room 3 has a jacuzzi outside there are 7 rooms.




Breakfast at the wildlife centre
Every Sunday the guest has an outside breakfast at the wildlife centre, we start setting up very early and the guests joins us after they had their tour around 08h00!





JUST A COUPLE OF ANIMALS THAT CAN BE SEEN AT THE WILDLIFE CENTRE




It was a tough weekend, but I survived, my feet were killing me, but hey HOSPITALITY NEVER SLEEPS!!

Basic communication & teamwork

8 RULES OF COMMUNICATION

• Talk
• Listen
• Understand
• Body language
• Interpret
• Ask Questions
• Repeat
• Eye contact

Communication is everyone's most important and valued asset. Without communication, no company, no friendship and no relationship will succeed. Its important to understand how to communicate, always send out the right body language, always maintain eye contact, make sure you understand the tasks (repeat), listen closely and ASK AS MANY QUESTIONS AS POSSIBLE

Today we did teamwork exercises, and by succeeding in each exercise we had to communicate. First up was our cat. We got orders to draw a cat and give it a name, everyone was doing fine until we found out that it needed to be a specific cat and a specific colour, and we all ended up drawing a simple house cat, instead of a tiger which had to be brown.

Next we had the string game, 4 team members had to choose a leader for this game, in our case it was Jason. Three of the team members were blind folded, and a paperclip with a string attached to it were tied to the back of their pants. All the strings lead to the middle where there was a key tied to a separate string. The object of the game was to follow instruction from our team leader to work together and drop the key into a cup which was a walking distance of about 6meters from us. Sadly our team did not succeed, maybe poor communication from our team leader or maybe the team members just not asking enough questions, like how far or am I walking to fast? I'm sure if we got a second chance we will be able to pull it through.

Build me a tower followed straight after. Every team got the same resources to build any kind of tower, the aim of the game was that it should be able to uphold 500g. Everyone started with their own ideas our team decide to keep it small and simple and use alot of support (which in the end counted in our favour). We went outside and we found out the 500g will be dropped on the tower and no one expected that. Our team was confident, we used alot of support. Again we had to learn the hard way because NO ONE ASKED how its going to be placed on the tower. After we softly placed it on the tower everyone succeeded, the big drop followed and all the towers were still standing. I don't think we did to bad even though we didn't ask alot of questions.

Our last game for the day was called the egg game. The object was to drop the egg from any given height without it breaking or cracking. Our team decided on the Yo-Yo trick. We tied the string to the straw and the cup and we gently rolled it down for a good safe landing. All of the teams had different methods but everyone worked. WE DID IT!!!!

Policies and Procedures

Policy

Policy is typically described as a deliberate plan of action to guide decisions and achieve rational outcomes, however the term may also be used to donate what is actually done, even though it is unplanned

Procedures

Fixed, step by step sequence of activities or couse of action that must be followed in the same order to correcly perform a task or to make a system or a company work

Why it's important

Policies and prosedures are the strategic link between the company's vision and it's day to day operations. Well written policies and procedures allow employees to understand their roles and responsibilities within predefined limits. Basically policies & procedures allow management to guide operations without constant management intervention

Who am I this year and what are my responsibilities?

Bela Bela Tour

We left Sondela to go on a tour to Bela Bela, as we got into the bus Cobus told us how to interact with guest on a tour bus that should talk about everything around you and that you should always be proud of South Africa

We started of at Information around where we got all the necessary info and pamphlets that we needed about Bela Bela and all the tourist sites around it


At 09:51 we went to the old cemetary and Cobus gave us a short briefing of who was put to rest there


At 10:00 we stopped at the African Market
which is a big tourist attraction. There you will find handmade itemswhich has been carefully
crafted by our entrepeneurs from all over South Africa






At 10:30 we arrived at the block houses it was built in 1899 and they finished it in 1902. The reason for the block houses was to protect the railway which ran straight through Zimbabwe.


Our last stop was the Silo's which are owned by NKT. There are 7 big Silo's and 5 smaller Silo's, storage of grain and maize which hold up to 48 000 tons.

CONTROLING OF THE QUELEA BIRD SPECIES

Why do we do this?

This is mostly about food security to make sure that the birds doesn’t take over the farmers crops, our populations is growing faster than our production. It’s a conservation issue

How the planning goes

· Interested and effected parties

· Briefing Stefan - department of agri-culture professional and efficient

· Identify and chase away all non targeted species

· Put out the torches to have an indication of where the specified area is that the plane will be targeting

· No labour from Sondela’s side they provide the labour this is just for experience

· Evacuate the area the winds might change and everyone will be affected

· The following morning everyone will start at 5 o’clock to start with the cleaning process and find the non targeting species to take them to the rehab centre if they had been poisoned

· Log all identified non target species they will receive treatment

· Debriefing and reporting will follow after the cleaning process and will be added to each student’s blog

· Feelings and emotions are very important in a blog and what you will do different in the future

· The flairs will be put up at 6 and the spraying will commence at 8 o’clock

· Be on site just before the spraying starts

· Students will not be dealing will the birds after the spraying due to the health violation and that no safety gloves will be given to them

· The poison is called falcolan the instructions are printed on the bottle it’s made only for Aquelea’s and it may only be used by the department of agri culture

· They use 10 litre per hectare they use special nozzles that turns into a vapour that the birds inhale its takes a while before it kicks in the animals and insects on the ground may not be effected as much accept when they may eat some of the birds that were all ready infected

· The planning around this operation is very important we have to do this on a specific time when that babies are out of the nest but cannot yet fly because the parents will them keep coming back to get their offspring

· Sondela – it has been done here 8 years ago

· Non target species that may be affected- ox pecker (renoster voël)

Bull frogs

Owls

· MAKE SURE ALL THE NECCISARY PRECAUTIONS ARE MADE

· Company’s side – medic (first aid)

Indemnity form

Debriefing

Fire trucks

Indication of power lines for the plane

· Departments – agri-culture

Nature conservation

Poison control

· Follow up if the necessary risks have been made clear and if no one has been seriously contaminated the following morning

· The cleaning process will begin and all non targeted animals will be taken to our wildlife centre