Etiquette & Protocol in Hospitality

Objectives
1. To provide the participants with adequate knowledge of food and beverage service incorporate with fine dining procedures.
2. imparting service Etiquette and Protocol guidelines and procedures focusing on the standard of services in accordance to a specific requirement and other form of services available in the industry
3. To acquire relevant knowledge pertaining to service for Royal and Monarchy’s Etiquette & Protocol. Knowing the Malaysian Monarchy systems.
4. Enhancing the capability and ability of participants to excel through comprehensive learning thus enhance towards SERVICE EXCELLENCE.

Target Audience
This program is designed for employees in the hospitality business and for individuals who are in a supervisory position and above.

Learning Outcomes
● Behave correctly in both business and social situations.
● Interact effectively with different types of guests.
● Play the role of the ideal host at various functions.
● Organize and manage events such as business luncheons and formal dinners.
● Meet and greet important guests, clients and customers in a proper manner.

COURSE CONTENT
DAY 1
Module 1: Management Responsibility
o Food Service Policy
o Food Safety Policy

Module 2: Food Handler’s Commitment
o Social Obligation
o Criteria of Excellent Service
o Excel towards Service Excellence

Module 3: Performing the Tasks in Accordance to:
o Job Description
o Job Specification

Module 4: Getting to know Etiquette
o What is Etiquette?
o Definition of Etiquette

Module 5: Knowing Protocol
o What is Protocol?
o Definition of Protocol
o What is service according to the Protocol?

Module 6: Malaysian Monarchy Systems
o The First Cycle
o The Second Cycle
o Royal Protocol
o The Dignitaries Protocol

Module 7: The Order of Precedence
o The sequence of Seniority
o The sequence of services according to OP

Module 8: The Awards and Honorary Titles
o How to address?
o The priority

Module 9: Beverage Management
o The Classification
o The 3 Beverage Components
o Wine Knowledge
o Liquor and Liquers
o Cocktail and Mocktail
o Fortified Wine & Aperitif
o Sparkling wine and Champagne

Module 10: Menu Classification
o Type of Menu
o The Sequence of Menu
o Composing a Menu

DAY 2
Module 1: Type of Food Services
o Americans simplified services
o Services in Fine Dining

Module 2: Knowing Type of Services
o French
o English
o Gueridon
o Russian Gueridon
o Butler Services
o The Sommelier

Module 3: Understanding the Menu
o Table d’hote
o Ala Carte
o Carte du jour
o Plat du jour

Module 4: Table Setting
o According to meals, menu and dishes
o Changing of covers
o Rules of thumb

Module 5: Table Setting
o Table setting according to given menu

Module 6: Wine and Beverage Services
Module 7: Basic Culinary Terminology (French)

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