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Flow Learning

LMS package

Service

Your business success depends on the quality of the guest experience. With these resources, you can be sure your team have the tools and the confidence to perform to the best of their abilities. After all, great service means happy guests and a healthier bottom line!  

Hotel 

These resources enable you to provide essential hotel staff training in the different service areas, as well as encourage them to be vigilant to spot undesirable practices and deal with complex situations. 

Kitchen

Inspire your kitchen staff to build on the practical aspects of their roles. Our kitchen skills resources are ideal for those already working in a kitchen, or to cross-train other team members to cover when the need arises. 

Service

Your business success depends on the quality of the guest experience. With these resources, you can be sure your team have the tools and the confidence to perform to the best of their abilities. After all, great service means happy guests and a healthier bottom line!  

Hotel 

These resources enable you to provide essential hotel staff training in the different service areas, as well as encourage them to be vigilant to spot undesirable practices and deal with complex situations. 

Kitchen

Inspire your kitchen staff to build on the practical aspects of their roles. Our kitchen skills resources are ideal for those already working in a kitchen, or to cross-train other team members to cover when the need arises. 

Service

The Bartender

Learn what makes a good bartender, including how to provide excellent customer service. Find out how to store and serve different products using correct bar and cellar equipment. This resource will also guide learners through the Weights and Measures Act 1985 and explain how to measure and dispense alcohol legally.

Estimated Learner Completion Time: 2 hours

  • What makes the perfect bartender.
  • Spirits, beers and wines of the world.
  • Controlling stock and preventing waste.

Cask Ale

Your learners will study the journey of cask ale from production to storage. They will learn how to pour the perfect pint and identify the best cask ale to pair with different foods.

Estimated Learner Completion Time: 2 hours

  • Follow the history of beer and cask ale.
  • How to store and clean casks.
  • Preparing and serving the perfect cask ale pint.

Coffee

Learn about the history of coffee drinking and how to create different coffees for today’s consumers using specialist equipment. Steam and froth milk to make a selection of coffees and acquire the skills to make the perfect Espresso.

Estimated Learner Completion Time: 2 hours

  • Learn about coffee beans and coffee plants.
  • How to use and look after essential equipment including coffee grinders and machines.
  • Identify which milk makes the perfect coffee.

Creating Cocktails

Find out how changing tastes have influenced new cocktail recipes over the years. Use different techniques and equipment to make classic cocktails, and learn how to balance flavour and strength by experimenting with ingredients. 

Estimated Learner Completion Time: 2 hours

  • Use essential equipment to make perfect cocktails.
  • Create the perfect mix with cocktail methodology.
  • Design cocktails by balancing ingredients and flavour combinations.

Outstanding Guest Service

The service your teams provide makes all the difference to your guests. Through authentic examples, learners will practice delivering the perfect guest journey, from first impressions to dealing with complaints. This resource will help learners exceed the needs and expectations of different types of guests, to deliver outstanding service at your venue. Perfect for all front-of-house teams.

Estimated Learner Completion Time: 20 minutes.

  • Creating an excellent guest environment
  • Taking care of guests and tailoring their experience
  • Resolving complaints and exceeding expectations

Service that Sells

Identify the skills required to become an effective and confident sales person, and practise correct sales techniques to recognise sales opportunities and successfully convert to sales while upselling to your customers.

Estimated Learner Completion Time: 2 hours

  • Using personality to sell.
  • Product knowledge and closing the sale.
  • Maximising sales and tailoring to meet customers’ expectations.

The Waiter

Gain practical waiting and serving skills required for working in a restaurant covering a complete ‘Order of Service’. This includes setting a table, using the correct techniques for carrying plates and trays, and familiarisation with ordering and serving different menus and food types.

Estimated Learner Completion Time: 2 hours

  • Waiting and serving terminology.
  • Serving meat, fish, herbs and spices, and desserts.
  • Processing and taking orders.

Which Wine?

Recognise the different characteristics of new and old world wines through tasting sessions. Present and serve wine to your guests and learn how to pair wine with food.

Estimated Learner Completion Time: 20 minutes

  • Using taste to identify different wines.
  • Serving and tasting wines.
  • Pairing the best wine to complement different foods.

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Hotel

Anti-Modern Slavery

Would your team know what to do if they thought one of your guests, one of their colleagues or even one of your suppliers, was being exploited? Using first-hand accounts, this resource will define modern slavery in all its guises. It will explore why hospitality is a target and what your team can do to spot it and stop it in your venue. Practical activities give your team the knowledge and skills they need to stamp out this crime.

Estimated Learner Completion Time: 20 minutes

  • Defining modern slavery and the types of exploitation experienced by victims.
  • Recognising the warning signs of modern slavery amongst the team and your suppliers.
  • Stopping modern slavery in your workplace.

The Housekeeper

We outline best practice for the hotel housekeeper. Learners will prepare a room to the highest standard while following health and safety guidance, and explore how to deal with requests and complaints.

Estimated Learner Completion Time: 2 hours

  • Communicating effectively in their team and with the wider hotel departments.
  • Servicing rooms using cleaning equipment and schedules.
  • Taking care of guests’ safety.

The Receptionist

Covering the role of a receptionist, from checking in guests to bills and payments, learners will practise telephone skills, how to handle cash, reservations, and the hotel management system.

Estimated Learner Completion Time: 2 hours

  • Working as a professional receptionist and using a hotel telephone system.
  • Learning about different room rates and other hotel facilities.
  • Managing the guest visit from check in to check out.

Sustainability in Hotels

Hotels can have a huge impact on the environment and their local community. So, how can you and your hotel be more sustainable? With a few key practices you can be more eco-friendly, support your staff and help your community. This resource is full of practical advice and simple solutions to help you and your team boost sustainability in your hotel. 

Estimated Learner Completion Time: 20 minutes

  • Key areas to help hotels be more sustainable.
  • Sustainable actions for hotel staff to implement in their role.

Creating Great Guest Experiences

Great guest experiences depend on excellent service. It’s up to your staff to recognise and meet your guests’ expectations, so they have a great stay, leave positive reviews and come back for more. Using authentic scenarios, this resource shows learners what excellent customer service looks like - with any guest, at any hotel.

Estimated Learner Completion Time: 20 minutes

  • Key actions and behaviours that help provide a great guest experience.
  • Advice for and examples of excellent service, appropriate for different guest types.
  • Tips to resolve complaints.

Event Planning for Hotels

Does your hotel put on events that clients and attendees want to return for? Hosting showstopping events is a great way to boost your revenue and raise your profile. Following the team at the Maxi Hotel, your learners will practise the key decision-making that helps them take the effort out of successful event planning. By following tried and tested advice, your team will explore ways to focus on success and identify how to deliver the perfect event.

Estimated Learner Completion Time: 20 minutes

  • Following the right processes required to plan and run events as a team.
  • Identifying ways to manage expectations and avoid disappointing clients.
  • Evaluating success and acting on feedback to improve future events.

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Kitchen

How Safe are You in Your Kitchen?

The kitchen can be a dangerous place and mistakes or oversights can have serious consequences for your team, venue and guests. So, it's crucial that all kitchen team members follow safety protocols at all times. This short resource contains useful guidance for newer staff and acts as an engaging refresher for more experienced team members.

Estimated Learner Completion Time: 10 minutes

  • Common mistakes that can cause safety issues in commercial kitchens. 
  • Guidance on how to minimise the risks of potential hazards. 

Sustainability in the Kitchen

Food production and consumption can have a huge impact on the environment, especially in the kitchen. Is your team doing everything they can to improve your sustainability effort? Using the United Nations’ Sustainable Development Goals (SDGs) and advice from the Sustainable Restaurant Association, this resource provides simple ways your kitchen team members can increase sustainability in their everyday work.

Estimated Learner Completion Time: 20 minutes

  • Key areas to help kitchens be more sustainable, like food waste and energy reduction.
  • Everyday actions for kitchen staff to implement in their role.

The Kitchen Brigade

This interactive short resource helps your new team members identify the main roles and responsibilities within a kitchen. They will practise determining which role is best to tackle different scenarios or tasks. Perfect for all kitchen teams at the induction stage.

Estimated Learner Completion Time: 10 minutes

  • The structure of the Kitchen Brigade. 
  • How key roles are defined within the kitchen. 
  • Which role is best for each task. 

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