Hospitality Flow
Wine and service training
by Fionnuala Harkin
The joy of a great welcome.
I have worked in hospitality for as long as I can remember. It is a world I love, from both sides of the counter. There is nothing like a great meal out to wrap you in a blanket of well-being. Then there's wine. The importance of wine in a restaurant setting became very apparent to me in my own restaurant, Fionnuala's in Clonakilty. It adds magic to a night out. It is the perfect way to welcome your guests, brings immediate pleasure, greatly enhances a meal, and is, of course, a very important source of revenue.
I believe in the joy of a great welcome, in looking after and being looked after with warmth and generosity, and in the satisfaction of knowing your guest has left your place looking forward to their next visit. Whether it's a Michelin star treat, date night, or a casual lunch with friends, you have the power to make it a mood-altering experience for both guests and staff. As Danny Meyer, whose philosophy in running his New York restaurants I admire, puts it: "service is a monologue...hospitality is a dialogue..to be on the guest's side, to listen and follow with a thoughtful, gracious, and appropriate response."
The name? Everyone who works in hospitality knows what it feels like when it flows - everything looking smooth, effortless and efficient, the customers seeing the swan, with the frantic paddling hidden beneath the calm water.
"They don't care what you know until they know you care"
Professor Marcella Giannasio
Wine Training and Consultancy
I provide wine training for a range of business types, from casual service restaurants and bars, to hotels, wine bars and Michelin starred establishments. I teach Wines and Spirits Educational Trust (WSET) levels 1 and 2 in association with www.vinspireacademy.com
I will also help you to put together a wine list which suits your business.
Customer Service Training and Training Needs Analysis
I provide training for new and existing staff, focusing on the approach to the customer, how wine fits into that initial interaction, and the ongoing service delivery, maintaining your company's ethos and style.
I will help to establish what your specific training needs are through my own observations and discussions with you and your staff.
Onboarding
The first few days and weeks are crucial for staff motivation and retention. A good onboarding programme helps staff and management to get off to a productive and positive start. I provide additional materials ( videos, training manuals), tailored to your business, to be used throughout the year as new staff are recruited.
A bit of background.
My first step into the world of hospitality was, like many people, as a student. From Dublin cafés and bars, through summers spent in the U.S., to owning my own café, Fionnuala's Coffee Shop in Rathmines, and then Fionnuala's Little Italian Restaurant in Clonakilty. At every stage, there were new lessons, new challenges, and new mistakes made. I learned from the many wonderful people I worked with, both those who were managing me, and those I was supposed to be in charge of. I learned every day from our customers.
Working for nearly 20 years on the other side of the counter as the Wines Direct sales rep, the importance of wine in the overall dining experience became even more clear. What better way to show hospitality to your guests than to offer them a drink, and a great glass of wine is a good place to start. Staff who are comfortable and confidant talking about the wine on offer, and who can make food and wine pairing suggestions, improve the customers' experience greatly. This leads to increased revenue, both on the day, and, more importantly, in return visits.
From the moment they step inside the door, guests should feel welcomed, appreciated and minded. This leads to the wonderful two-way interaction which is at the heart of hospitality, of the guest knowing the server is committed to giving them the best experience possible, and the server, in turn, happy that they have lifted the mood of their guests. I love how Jennie Moran, creator of 'Luncheonette' in Dublin, describes this symbiosis: "I have witnessed the profound impact a thoughtfully welcomed guest can have on a place, and indeed its host"
Testimonials
Fionnuala provided WSET training for our colleagues in Market Lane Restaurant Group in 2022. She was helpful and flexible with regards to our scheduling needs, creating a professional learning environment. She was incredibly knowledgeable and clearly very passionate on the subject. The course was very well organised and Fionnuala covered all the required topics in such a way that it provided great preparation for the final exam. All of our colleagues who attended came away with this same passion and enthusiasm for the field, using this knowledge to help deliver foundation training for our new colleagues, and diversify the wine offerings in our restaurants. We would highly recommend her courses.
Market Lane Group, Cork
Michelle Daniel
I took a WSET course with Fionnuala which was hosted over a number of weeks.
Fionnuala's knowledge and passion for wine was evident is every class. We were brought on an exciting and engaging journey through various grape varietals and regions which provided us with a wonderful understanding of wine, its production and flavour outcomes. Each class inspired me to learn more. At the end of the course, I had gained invaluable understanding, knowledge, awareness and confidence of wine which was due to Fionnuala's teaching. Would highly recommend taking her classes.
Restaurant Chestnut, Ballydehob
Fionnuala provided regular wine training for the team at Oak Fire Pizza. She communicates really well on a subject some younger staff members are overwhelmed by, explaining everything in easily understood terms.
Choosing Italian wines which we felt enhanced our offer was really important, and therefore vital that our staff had confidence recommending them to customers. I personally studied WSET level 2 with Fionnuala, and her teaching helped me understand the complexities of wine varieties and regions, making it clear, accessible and enjoyable, and I'm happy to say I now have my Level 2 cert!
Oak Fire Pizza Group, Cork
Chris Whooley
Fionnuala was there with us at the very start of our journey to opening a restaurant. Long before we even opened the doors she gave us invaluable guidance on our wine list and service. She really helped us in bringing our ideas and ambitions to fruition. Over the subsequent ten years she has remained our go to for advice and training. Fionnuala has an amazing knack for making hospitality training, wine knowledge and training etc interesting and exciting (her enthusiasm is infectious and inspiring) and we have always thoroughly enjoyed these sessions with our team… we look forward to many more in the future!