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Learning Objectives After completing this lesson, you will be able to: • Understand the purpose of this academy. • Recognise your importance as a Front of House team member. • Explain why hospitality is about people, not just food. • Understand what guests expect from our team.

Learning Objectives By the end of this lesson, you will be able to: • Define hospitality in simple terms. • Understand the difference between hospitality and customer service. • Recognise why hospitality is important in every guest interaction. • Identify the qualities of a great hospitality professional. • Apply a hospitality mindset in your daily work.

Learning Objectives By the end of this lesson, you will be able to: • Understand what the hospitality industry is. • Identify the different sectors within the hospitality industry. • Recognise the importance of Front of House in business success. • Understand how every team member contributes to the guest experience. • Appreciate the career opportunities available in hospitality.

Learning Objectives By the end of this lesson, you will be able to: • Understand the importance of a company's vision, mission, and values. • Recognise your role in representing the PSR Corporate brand. • Explain how your actions influence the guest experience. • Demonstrate behaviours that reflect our workplace culture. • Understand why consistency is important in hospitality.

Learning Objectives By the end of this lesson, you will be able to: • Understand how the FOH Foundation Academy is structured. • Know what is expected of you throughout the course. • Recognise the importance of continuous learning. • Apply your learning in the workplace. • Take responsibility for your own professional development.

Learning Objectives After completing this lesson, you will be able to: • Define Front of House (FOH). • Understand why FOH is important to restaurant operations. • Recognise the key responsibilities of Front of House team members. • Understand how FOH influences the guest experience.

Learning Objectives By the end of this lesson, you will be able to: • Identify the different Front of House positions. • Understand the responsibilities of each role. • Recognise how every role contributes to the guest experience. • Appreciate the importance of teamwork and communication. • Know who to approach for guidance and support.

Learning Objectives By the end of this lesson, you will be able to: • Understand your responsibilities as a Front of House team member. • Recognise the importance of following restaurant procedures. • Understand what is expected before, during, and after every shift. • Demonstrate professionalism in your daily work. • Take ownership of your role and responsibilities.

Learning Objectives By the end of this lesson, you will be able to: • Understand the role of the Back of House (BOH) team. • Recognise why teamwork between FOH and BOH is essential. • Communicate effectively with kitchen staff. • Handle service challenges professionally. • Build positive working relationships with your colleagues.

Learning Objectives By the end of this lesson, you will be able to: • Understand what professional accountability means. • Take responsibility for your actions and decisions. • Demonstrate honesty, reliability, and professionalism in the workplace. • Accept feedback positively and use it to improve. • Build trust with guests, colleagues, and managers.

Learning Objectives By the end of this lesson, you will be able to: • Understand why personal grooming is important. • Maintain a professional appearance at work. • Follow restaurant grooming standards. • Recognise how your appearance influences guest confidence. • Prepare yourself for every shift professionally.

Learning Objectives By the end of this lesson, you will be able to: • Understand why wearing the correct uniform is important. • Follow the restaurant's uniform policy and standards. • Maintain your uniform in a clean and professional condition. • Recognise how your uniform contributes to safety, hygiene, and guest confidence. • Represent the PSR Corporate brand with pride.

Learning Objectives By the end of this lesson, you will be able to: • Understand the importance of personal hygiene in hospitality. • Follow proper hygiene practices before, during, and after every shift. • Prevent the spread of germs and food contamination. • Recognise situations where you should not handle food. • Demonstrate hygiene standards that protect guests, colleagues, and yourself.

Learning Objectives By the end of this lesson, you will be able to: • Understand what professional behaviour means in hospitality. • Demonstrate positive attitudes and respectful conduct at work. • Use appropriate body language and communication. • Handle challenging situations professionally. • Represent the PSR Corporate brand with confidence and integrity.

Learning Objectives By the end of this lesson, you will be able to: • Understand the importance of workplace ethics in hospitality. • Demonstrate honesty, integrity, and fairness in your daily work. • Maintain a positive attitude, even during challenging situations. • Build trust with guests, colleagues, and managers. • Contribute to a respectful and professional workplace culture.

Learning Objectives By the end of this lesson, you will be able to: • Define customer service excellence. • Understand the difference between good service and excellent service. • Recognise the importance of exceeding guest expectations. • Identify the qualities of an outstanding hospitality professional. • Understand how every interaction shapes the guest experience.

Learning Objectives By the end of this lesson, you will be able to: • Understand what guests expect when they visit a restaurant. • Recognise both spoken and unspoken guest needs. • Identify the key factors that influence guest satisfaction. • Adapt your service to different types of guests. • Deliver service that consistently meets or exceeds expectations.

Learning Objectives By the end of this lesson, you will be able to: • Understand why first impressions are important in hospitality. • Create a welcoming environment for every guest. • Demonstrate positive body language and professional communication. • Greet guests confidently and professionally. • Build trust and comfort from the very first interaction.

Learning Objectives By the end of this lesson, you will be able to: • Understand what personalised customer service means. • Recognise opportunities to make guests feel valued. • Adapt your service to meet different guest needs. • Build meaningful relationships with returning guests. • Create memorable experiences that encourage guest loyalty.

Learning Objectives By the end of this lesson, you will be able to: • Understand what guest loyalty is and why it is important. • Recognise how excellent service encourages repeat business. • Build long-term relationships with guests. • Handle every guest interaction in a way that promotes loyalty. • Represent the PSR Corporate brand by creating memorable experiences.

Learning Objectives By the end of this lesson, you will be able to: • Understand why communication is essential in hospitality. • Recognise the different types of communication. • Identify the benefits of clear communication. • Understand how communication affects guest satisfaction and teamwork. • Avoid common communication mistakes

Learning Objectives By the end of this lesson, you will be able to: • Understand what active listening is. • Recognise why listening is more important than simply hearing. • Demonstrate active listening techniques when interacting with guests and colleagues. • Reduce misunderstandings through effective listening. • Improve guest satisfaction by responding accurately to guest needs.

Learning Objectives By the end of this lesson, you will be able to: • Understand the difference between verbal and non-verbal communication. • Use clear, professional, and positive verbal communication. • Demonstrate effective body language in guest interactions. • Recognise how tone of voice, facial expressions, and posture influence guest perceptions. • Communicate confidently in a professional hospitality environment.

Learning Objectives By the end of this lesson, you will be able to: • Understand the importance of using positive language in hospitality. • Replace negative phrases with professional and solution-focused communication. • Build confidence when speaking with guests. • Conduct professional conversations in different hospitality situations. • Create positive guest experiences through respectful and encouraging communication.

Learning Objectives By the end of this lesson, you will be able to: • Understand why difficult conversations occur in hospitality. • Remain calm and professional when dealing with challenging situations. • Communicate respectfully with upset guests and colleagues. • Resolve issues using a structured approach. • Turn difficult situations into opportunities to build guest trust and loyalty.