OverviewAn investment in wine alone can take time to return, but an investment in coupled with staff training can give a business a strong competitive edge and develop loyalty through satisfied clientele.
The Value of TrainingThe key to effective staff training is to identify the principal duties of the staff members themselves, and to ensure that they are aware of their individual roles and responsibilities. Beyond that, a regular scheduled session should be put in place that not only addresses current responsibilities, but also acknowledges that all staff should be interested in developing their own skills and understanding the importance of their role in the business.
Regular sessions should be set up between the staff to ensure all staff have tried the available and are able to answer customer questions or provide suggestions from the situation.
Taking Orders
The rock solid process of taking order, presenting and pouring the wine can often go horribly wrong. Here is the definitive checklist on what to do and when to do it.
Write down the name of the clearly on the order book.
Show the product to the person who ordered it, to check that it is the correct, If you open the bottle before showing it, and it’s wrong, then you have wasted the product.
Open the product carefully at the surface, then give the person who ordered the product the option of tasting it. This is done to allow the person to check that the wine is not corked or out of condition.
Creating and Managing Expectation
No matter the level of customer interest or awareness, the ability of staff to interpret the desires and aspirations of each customer and direct their purchasing towards the right product can make a strong and lasting impression.
In addition, the purchase is consumed there and then, not in an environment removed from the point of sale, providing an opportunity to interact with dining companions and staff, forming an association between the experience, the product and the establishment.
A restaurant that invests in a dedicated sommelier or a team of specialist wine staff stands to reap the benefits customer satisfaction, loyalty and return business. The restaurant environment is recognised as being more conducive to experimentation and wider consideration on the basis of recommendation, which is why it is considered an important environment for new wines and producers seeking to establish themselves in a market.
Well-trained staff with refined skills and depth of knowledge can bring a great wine collection to life, to the benefit of all involved.
The benefits of staff training are multiple. It’s personal growth for the cabin crew and it also gives them great skills to assist our customers with their dining experience. Certainly most of our First and Business customers eat out regularly and have a good all round wine knowledge. We are looking to give our flight attendants the confidence to talk to these customers about the wines we serve on board.
We have fantastic, highly awarded, and constantly changing wine lists. Our training is an integral part in ensuring our customers are able to discuss the wines we serve with our cabin crew.
We’ve also produced a Qantas Epicurean Guide, which is a food and wine dictionary that is being distributed to all crew. The wine pages have information on Stelvin closures and cork, major Australian regions, characteristics of different grape varieties, and a line on how to describe it all to the consumers.
Our wine training is ongoing – it’s really all about growth for the crew and giving the premium experience to our customers. We’re continually pushing ourselves to be the premium, premium airline, and having well trained staff is a big part of that.”
SummaryWell-trained staff with refined skills and depth of knowledge can bring a great wine collection – indeed, a great restaurant - to life. Having established that service is a key element to customer satisfaction as well an important contribution to the ‘feel’ of every restaurant operation, staff training is the obvious investment a business must make in its most important asset: the staff.
CHECKLIST
Allocate individual roles and responsibilities to each staff member.
Set up regular training sessions between the chef and head wine waiter.
Well trained staff can interpret customer needs, influence decisions and create positive lasting impressions of your business.
We always train our employee before send to our client because we know that client statisfaction is our motto and we believe that well trained staff only can do all this quality job .
For qualified and quality staff please contact us :
email : mtmanaslu@mail.com.np
Phone : +9779851063457
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