training and resources
Introduction Certification for property
The full service breakfast training program
materials are designed so property
managers and supervisors have a wealth
of training tools at their disposal to
properly train and sustain key breakfast
service behaviors and culinary breakfast
preparation standards as outlined in the
program. The training kit includes:
(4) Front-of-the-house eLearning modules
with embedded video demonstration clips
with ‘coach commentary’ and associated
training job aids for ‘what to look for.’
(20) Heart-of-the-house culinary ‘how-
to,’ step-by-step preparation videos
covering universal breakfast items (e.g.,
egg preparation) housed in an e-Resource
catalog.
66 RENAISSANCE BREAKFAST PROGRAM ©2011. RENAISSANCE HOTEL HOLDINGS PROPRIETARY AND CONFIDENTIAL
Property Tracking
managers and supervisors
Training materials may be viewed on any
computer terminal with internet access to
MGS. Print materials such as associate job
aids may be printed directly from MGS and
distributed as appropriate.
Training Approach
Managers and supervisors are required to
complete the training and certification first
before training their team. Afterward, it is
up the management team to determine
the most effective manner in which to train
their ambassadors considering business
demands, logistics, and schedules. Training
may take place in the following methods:
All department meeting where everyone
working the breakfast shift views the
training materials at once and the
management team leads group discussion
and associated training activities.
Small group training sessions where groups
of 3-5 team members are scheduled to
review the training materials with the
manager/supervisor.
Individual training sessions.
Daily pre-meal briefings where the training
content is reviewed and discussed over
multiple weeks until all content is reviewed.
Certification
All managers and supervisors are required
to complete the breakfast certification
by or before the due-date specified in the
program details.
Front-of-the-house leaders will access the
dedicated SmartTrack link to complete a
25 question certification quiz covering all
aspects of the training program.
Heart-of-the-house leaders will access the
dedicated SmartTrack link to complete the
breakfast preparation quiz pertaining to
culinary preparation methods.
In order to track completion of the training
and implementation of the breakfast
program, the property F&B leader is
responsible for completing the dedicated
Full Service Breakfast TeamShare survey.
Front-of-the-house leaders and heart-of-
the-house leaders will complete the first
part prior to training ambassadors. Then,
after training ambassadors and before the
required due-date, update the TeamShare
profile by indicating the total number of
team members trained, the manner in which
they were trained, in addition to answering
a series of open-ended questions related to
the program.
eLearning Modules: Service
Front-of-the-houseservice eLearning
modules are divided into four segments.
• Host Stand
• Tableside Greeting
• Taking the Order
• Tableside Service
First, each module begins with an
introduction with important service points.
Second, a series of short video clips
demonstrates the order of service – this
is the “how-to” behind each step in the
process. Each segment features a variety
of common scenarios team members will
face. Then, each video is complemented
by ‘coaches commentary’ that explains the
“why” behind particular service actions.
Third, after viewing the video clips and
commentary a series of “what bothers
me” cards highlight top guest dissatisfiers
and provides suggested follow-up action
activities to help avoid these issues.
Finally,a brief knowledge check activity
concludes each module.
Service eLearning Catalog
Host Stand:
• Single business traveler
• Large group requiring a space to
spread out and work
• Family with kids
• Guest with a disability
• “To-Go” request
• Taking the guest’s name & room
number
• Escorting guests to their table
Host Stand: “What Bothers Me”
• Empty host stand
• The “no update while you wait”
• Dirty menu
• Slouching, texting, dis-interested host
• Staff congregation party around the
host stand
• The guest request is a burden!
Server Greeting:
• Tableside Greeting
Server Greeting: “What Bothers Me”
• Overly friendly, “perky” server
• Waiting too long before being
acknowledged
• Assuming the guest will order the
buffet
• Not having hot, fresh coffee
• Table and surrounding area that’s
messy or missing items
• Simple guest requests take longer
than expected
Taking an Order:
• Standard a la carte
• Inquisitive guest asking questions
• Ordering the buffet
• Indecisive guest who needs a
recommendation
Taking an Order: “What Bothers Me”
• Lack of menu knowledge to answer
questions
• No empowerment to modify or
substitute an item
• Servers who are disinterested and too
lazy to sell the menu and just offer the
buffet
• Makes mistakes while taking my order Card can be printed and distributed to each
server. Servers should keep this pocket card
Service at the Table with them to remind them of the order of
• A la carte item served & check service.
presentation
• Buffet order & check presentation All videos demonstrate service habits
such as pre-bussing tables, interacting
Service at the Table: “What Bothers Me” with the guest, anticipating guest needs,
• Not having the appropriate etc. Very little focuses on equipment,
condiments table setting serviceware, or the actual
• Food that is under /overcooked, not menu items themselves. Be sure to refer
fresh, or ripe to the Brand Look Books for additional
• Not having interaction with the server brand-specific food & beverage equipment
once the initial order is taken recommendations.
• Waiting too long to get the check
• Hovering over the guest – watching End of module knowledge assessments are
them eat for practice only. The results of the quiz are
• Touching my food, glassware, not reported. However, once all eLearning
silverware modules have been viewed, it is critical that
all managers and supervisors complete
the Master Training Assessment through
eLearning Modules: Culinary
Heart-of-the-house culinary preparation SmartTrack to obtain certification.
videos cover step-by-step preparation
methods for a wide variety of breakfast
items.
Each module begins with an introduction
followed by a listing of critical details.
Then, short video clips with narration
demonstrate the proper “how-to”
preparation methods. Finally, a brief quiz
concludes each module.
eLearning Notes:
A quiet, distraction-free learning
environment is required as there is audio
narration (English Only).
Modules may be viewed in any order and as
frequently as needed. It is recommended,
however, to follow the prescribed order the
first time you view the training modules.
Each eLearning module specifies important
brand differentiators, service standards,
and critical success factors to look for in
every-day operation. These important
points are captured in the Operators
Service Job Aid which can be printed
from MGS and referred to as you view the
eLearning. Additionally, a server Pocket
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