ITALIAN HOSPITALITY SERVICE PROFESSIONAL
Level 1 – Foundations of Restaurant Excellence

The role of the modern waiter
Professional ethics and personal responsibility
Grooming and personal presentation
Uniform standards and attention to detail
Body language and professional posture
Non-verbal communication
The importance of the first impression
Learning Objective

To understand how guests form their perception of the restaurant and its staff within the first few seconds of contact.

Professional greeting techniques
Managing the guest’s first contact with the restaurant
Escorting guests to the table
Introducing the dining experience
Building trust from the first interaction
Understanding guest expectations
Basic guest psychology
Tone of voice, language, and professional courtesy
Creating a welcoming and reassuring atmosphere
Learning Objective

To create an immediate and positive connection with the guest, setting the tone for the entire dining experience.

Dining-room preparation
Professional table setting
Placement of plates, cutlery, glassware, and napkins
Pre-service checks
Organisation of the service station
Cleanliness and presentation standards
International restaurant-service standards
Coordination between dining-room and kitchen staff
Identifying and correcting mise en place errors
Practical Workshop

Participants will prepare a complete restaurant table according to professional hospitality standards.

Welcoming guests at the table
Presenting menus and beverage lists
Taking food and beverage orders
Professional order confirmation
Beverage service
Water and wine service fundamentals
Food service
Correct serving positions and movements
Clearing plates and glassware
Managing the timing of each course
Monitoring the table without interrupting the guest
Communication with the kitchen
Preparing and presenting the bill
Guest farewell and final impression
Practical Workshop

Complete simulation of restaurant service, from welcoming the guest to the conclusion of the dining experience.

Suggestive selling techniques
Understanding the guest before making a recommendation
Presenting daily specials
Recommending wine and beverages
Dessert selling
Describing dishes in an appealing and accurate way
Using emotional and sensory language
Increasing the average order value without pressuring the guest
Creating additional value through personalised suggestions
Neuromarketing Principle

People buy emotions before they buy products.

The aim is not simply to sell more, but to enhance the guest’s experience through appropriate and relevant recommendations.

Active listening
Remaining calm and professional
Understanding the real cause of a complaint
Showing empathy without becoming defensive
Problem-solving techniques
Managing difficult or dissatisfied guests
Coordinating solutions with supervisors and kitchen staff
Service recovery strategies
Rebuilding trust after a negative experience
Key Competency

To transform an unexpected problem into an opportunity to strengthen the guest’s trust in the restaurant.

Each participant will complete a practical dining-room assessment demonstrating:

Professional appearance and conduct
Guest welcome
Table presentation
Correct sequence of service
Food and beverage service
Suggestive selling
Guest communication
Timing and organisation
Complaint handling and problem-solving

The practical test is evaluated according to the professional standards established by the programme.