Certificate in F&B Service Skills — Certification Brochure

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London Academy of Professional Training
Certificate
Certificate in F&B Service Skills
Foundation Level
REF: HS-FBS-F  •  Hospitality Centres  •  F&B Service
6Subjects 24Chapters 120Classes 445Total Marks 60%Pass Mark LifetimeValidity
At a Glance
ReferenceHS-FBS-F
AwardCertificate
Assessment445 marks — 267 to pass (60%)
PrerequisitesNone
ValidityLifetime
Awarding BodyLAPT — London Academy of Professional Training
Curriculum
1 Communication Skills 4 chapters · 20 classes  90 marks
• 1 Effective Verbal Communication in F&B Settings — 5 classes
› 1.1 Understanding Verbal Communication Basics in F&B
› 1.2 Active Listening and Its Role in Customer Interactions
› 1.3 Mastering Tone and Clarity in Service Conversations
› 1.4 Navigating Different Customer Personalities Through Speech
› 1.5 Applying Verbal Techniques to Enhance Guest Experience
• 2 Non-Verbal Communication Cues and Their Impact — 5 classes
› 2.1 Recognising Key Non-Verbal Cues in F&B Service
› 2.2 Understanding Body Language to Improve Customer Interaction
› 2.3 Interpreting Facial Expressions to Gauge Guest Satisfaction
› 2.4 Using Gestures to Complement Verbal Communication
› 2.5 Applying Non-Verbal Techniques for Enhanced Service Delivery
• 3 Active Listening Skills for Customer Satisfaction — 5 classes
› 3.1 Understanding the Importance of Active Listening in F&B Service
› 3.2 Identifying Barriers to Effective Listening
› 3.3 Developing Techniques for Focused Listening
› 3.4 Practicing Reflective Listening with Customers
› 3.5 Applying Active Listening to Enhance Customer Satisfaction
• 4 Conflict Resolution and Feedback Techniques — 5 classes
› 4.1 Understanding the Roots of Conflict in F&B Settings
› 4.2 Identifying Personal Triggers and Hot Buttons
› 4.3 Practicing Active Listening and Empathy
› 4.4 Applying Constructive Feedback Techniques
› 4.5 Implementing Conflict Resolution Strategies
2 Customer Service Excellence 4 chapters · 20 classes  65 marks
• 1 Understanding the Basics of Customer Interaction — 5 classes
› 1.1 Identifying Customer Needs
› 1.2 Mastering Active Listening Skills
› 1.3 Building Rapport and Trust
› 1.4 Responding Effectively to Concerns
› 1.5 Applying Conflict Resolution Techniques
• 2 Effective Communication and Active Listening — 5 classes
› 2.1 Understanding the Basics of Effective Communication
› 2.2 Recognizing Barriers to Communication in F&B Service
› 2.3 Developing Active Listening Skills for Better Customer Interaction
› 2.4 Practicing Non-Verbal Communication Techniques
› 2.5 Applying Effective Communication Skills in Real-World Scenarios
• 3 Resolving Complaints and Handling Difficult Customers — 5 classes
› 3.1 Understanding Customer Dissatisfaction and Common Complaints
› 3.2 Developing Active Listening Skills for Effective Complaint Resolution
› 3.3 Communicating Empathy and Apology to Calm Difficult Customers
› 3.4 Implementing Problem-Solving Techniques in Real-Time Situations
› 3.5 Practicing Follow-Up Strategies to Ensure Customer Satisfaction
• 4 Enhancing Customer Experience through Personalization — 5 classes
› 4.1 Understanding Personalization in Customer Service
› 4.2 Analyzing Customer Preferences and Expectations
› 4.3 Implementing Personalization Techniques in Service
› 4.4 Overcoming Challenges in Personalized Customer Interaction
› 4.5 Evaluating the Impact of Personalization on Customer Satisfaction
3 Food Safety and Hygiene 4 chapters · 20 classes  90 marks
• 1 Understanding Food Safety Regulations and Standards — 5 classes
› 1.1 Exploring the Basics of Food Safety Regulations
› 1.2 Identifying Key Food Safety Standards and Certifications
› 1.3 Understanding Legal Responsibilities in Food Service
› 1.4 Analyzing the Impact of Non-Compliance with Food Safety Regulations
› 1.5 Implementing Best Practices for Regulatory Compliance
• 2 Microbiological Hazards in Food and Prevention Strategies — 5 classes
› 2.1 Understanding Microbiological Hazards: Defining and Identifying Common Threats
› 2.2 Exploring the Growth of Microorganisms: Conditions and Factors
› 2.3 Implementing Safe Food Handling Practices to Prevent Cross-Contamination
› 2.4 Mastering Personal Hygiene Techniques to Minimize Microbial Spread
› 2.5 Applying HACCP Principles for Effective Hazard Prevention
• 3 Principles of Personal and Environmental Hygiene — 5 classes
› 3.1 Understanding Personal Hygiene: Basics and Importance
› 3.2 Identifying Contaminants: Types and Risks
› 3.3 Practicing Effective Handwashing Techniques
› 3.4 Maintaining a Hygienic Work Environment
› 3.5 Implementing Hygiene Practices in Food Service
• 4 Food Storage, Preparation, and Cooking Safety — 5 classes
› 4.1 Understanding Temperature Control in Food Storage
› 4.2 Mastering Safe Food Handling Techniques
› 4.3 Ensuring Hygiene During Food Preparation
› 4.4 Applying Safe Cooking Temperatures and Methods
› 4.5 Implementing Cross-Contamination Prevention Strategies
4 Introduction to F&B Service 4 chapters · 20 classes  65 marks
• 1 Understanding the Role of F&B Service — 5 classes
› 1.1 Defining Food & Beverage Service Roles
› 1.2 Exploring Common F&B Service Settings
› 1.3 Understanding Service Etiquette and Standards
› 1.4 Analyzing Teamwork in F&B Service
› 1.5 Applying Communication Skills in F&B Service
• 2 Essential Service Techniques and Etiquette — 5 classes
› 2.1 Mastering the Basics of Personal Hygiene and Appearance
› 2.2 Greeting and Seating Guests with Professionalism
› 2.3 Understanding Table Settings and Place Arrangements
› 2.4 Delivering Orders Accurately and Efficiently
› 2.5 Handling Guest Inquiries and Complaints with Etiquette
• 3 Menu Knowledge and Product Awareness — 5 classes
› 3.1 Explore Different Types of Menus
› 3.2 Identify Key Menu Components
› 3.3 Understand Basic Beverage Categories
› 3.4 Compare Popular F&B Products
› 3.5 Apply Menu Knowledge to Service Scenarios
• 4 Health, Safety, and Hygiene Practices in F&B Service — 5 classes
› 4.1 Understanding Basic Health and Safety Regulations in F&B
› 4.2 Identifying Common Hazards in Food Service Environments
› 4.3 Practicing Personal Hygiene for Food Handlers
› 4.4 Implementing Effective Cleaning and Sanitizing Procedures
› 4.5 Responding to Health and Safety Emergencies in F&B
5 Service Techniques and Table Settings 4 chapters · 20 classes  45 marks
• 1 Understanding the Roles and Responsibilities in F&B Service — 5 classes
› 1.1 Exploring Key Roles in F&B Service
› 1.2 Defining Responsibilities of Front-of-House Staff
› 1.3 Understanding the Importance of Teamwork
› 1.4 Analyzing Effective Communication Techniques
› 1.5 Implementing Roles in Real-Life Scenarios
• 2 Mastering Basic Table Setting Techniques — 5 classes
› 2.1 Understanding the Components of a Basic Table Setting
› 2.2 Identifying and Placing Utensils Correctly
› 2.3 Arranging Glassware and Plates for Optimal Dining
› 2.4 Mastering Napkin Folding and Placement
› 2.5 Applying Table Setting Techniques in Real-World Scenarios
• 3 Advanced Table Settings and Dining Etiquette — 5 classes
› 3.1 Understanding Formal Tableware Components
› 3.2 Mastering Place Settings for Different Courses
› 3.3 Coordinating Table Linens with Service Style
› 3.4 Practicing Proper Cutlery and Glassware Placement
› 3.5 Enhancing Dining Experience with Etiquette Techniques
• 4 Effective Communication and Customer Interaction — 5 classes
› 4.1 Understanding Customer Needs through Active Listening
› 4.2 Mastering Verbal and Non-verbal Communication in Service
› 4.3 Building Rapport to Enhance Customer Experiences
› 4.4 Handling Complaints with Professionalism and Empathy
› 4.5 Applying Effective Communication in Real-world Service Scenarios
6 Understanding Customer Preferences 4 chapters · 20 classes  90 marks
• 1 Identifying Key Demographical Preferences — 5 classes
› 1.1 Exploring Demographics: An Introduction to Customer Segmentation
› 1.2 Analyzing Age and Gender Preferences in F&B Services
› 1.3 Understanding Cultural Influences on Dining Choices
› 1.4 Examining Income and Occupation Impacts on Food Preferences
› 1.5 Applying Demographic Insights to Enhance Customer Satisfaction
• 2 Analyzing Behavioral Patterns in Dining — 5 classes
› 2.1 Understanding Behavioral Patterns in Dining
› 2.2 Identifying Key Customer Preferences
› 2.3 Analyzing Decision-Making Processes of Diners
› 2.4 Interpreting Customer Feedback and Behavior
› 2.5 Applying Insights to Enhance Dining Experiences
• 3 Understanding Influence of Menu Design and Presentation — 5 classes
› 3.1 Exploring the Psychology of Menu Design
› 3.2 Analyzing the Impact of Visual Elements on Customer Choices
› 3.3 Identifying Effective Menu Layout Strategies
› 3.4 Examining the Role of Descriptive Language in Menus
› 3.5 Applying Menu Design Principles to Enhance Customer Experience
• 4 Leveraging Feedback and Surveys for Preference Analysis — 5 classes
› 4.1 Understanding the Importance of Customer Feedback
› 4.2 Identifying Key Customer Feedback Channels
› 4.3 Analyzing Survey Data for Customer Preferences
› 4.4 Interpreting Feedback to Improve Service
› 4.5 Implementing Changes Based on Customer Insights
LAPT — 85 Great Portland Street, W1W 7LT, London, United Kingdom
info@lapt.org  •  +44 7513 283044  •  lapt.org		 UKPRN 10067351  •  Company 4984798
Curriculum current at the date of issue.