Giving employees the skills needed to succeed and excel in the dynamic hospitality industry.

 
Tidewater Community College's Front of the House (FOH) Certificate Program and FOH Train-the-Trainer classes provide competency-based training in the key aspects and responsibilities of today's food servers and their managers.

 
To earn a Front of the House Certificate, a student must attend a series of classes in the eight key aspects and responsibilities of a waitress/waiter/hostess/ maître d'. This program follows the guidelines established by the American Culinary Federation for Front of the House customer service techniques and skills.  
 
Each session of the FOH Certificate can be taken in succession or as needed by the student. FOH Certificate Program Costs: $25.00 for each of the eight classes, which does not include the program textbook "Service at its Best." Classes will be held at the TCC Norfolk campus, Walker Technology Building, Room 3225.
 
HOST 1012 Session 1 - Your Role in the Hospitality Business

The Front of the House is critical to the success of the dining experience. This session focuses on the individual's role in the Hospitality Business - stressing the importance of professionalism and how the FOH influences the customer's perception of a quality dining experience. This session also reviews how servers and FOH employees are the first impression of the business and how servers differ from order takers.
 

HOST 1013 Session 2 - Hospitality and Customer Perceptions

This session focuses on attitude-professional versus merely competent versus negative; and, the difference between fine dining and casual dining. Professional personal appearance will also be addressed-grooming, hygiene, tattoos, piercing and "body art"; and, customer impressions, service and tip dynamics.
 

 
HOST 1014 Session 3 - Quality Customer Service I

Focuses on server skills for managing a quality dining experience: station readiness; greeting and seating; daily specials and menu substitutions and changes; customer interaction and body language; drink and appetizer suggestions; the beginning of up-selling of the menu and getting orders right; and, suggestions for orders and wine pairings.
 

 
HOST 1015 Session 4 - Quality Customer Service II

Continues the focus on: getting orders right; checking on the customer; clearing and removing excess dishes, napkins, etc.; up-sell of desserts and coffee; and closing the dining experience-correct checks, credit cards and change, and farewells.
 

 
HOST 1016 Session 5 - Wine Service

Focuses on wine and food pairings, appropriate glassware, bottle presentation, un-corking and guest sampling.

Session 6 - Reservations, Table Recovery and Challenges: Focuses on scheduling guests, table recovery and dealing with the challenges of problem guests.
 

 
HOST 1017 Session 6 - Reservations, Table Recovery and Challenges

Focuses on scheduling guests, table recovery and dealing with the challenges of problem guests.
 

 
HOST 1018 Session 7 - Seeing It From the Corporate Perspective

This session focuses on understanding hostess/server issues from the management perspective and how they fit into the perception of a professional server; and the hospitality managers' FOH hit list-ten top priority issues of management.
 

 
HOST 1019 Session 8 - Quality Service Summation

Focuses on the customers' perception of quality and the skills and attributes that contribute to an outstanding dining experience. Review and discussion of material covered in Session 1 through 7. This session must be completed as the last class of the FOH Certificate program.
 

 
HOST 1011 Front of the House (FOH) Train-the-Trainer

This class is for FOH managers. This 6-hour FOH Train-the-Trainer class will provide frontline managers with the skills sets needed to effectively provide initial training and follow up training for wait staff completing the various sessions of the TCC FOH Certificate programs. The class follows the guidelines established by the American Management Association.
 

 
Call (757) 822-1234 for more information or e-mail Chef Don Averso, Director, Culinary Arts Division DAverso@tcc.edu; or e-mail Calvin Scheidt, Associate Vice President - Government Programs and Services: CScheidt@tcc.edu.