Resource Person: Mr. Augustine James Dhamaraj, HR Manager, Ideal Resort, Mahabalipuram, Chennai
Overview
An online guest lecture was conducted at Don Bosco Skill Mission for trainees enrolled in the Guest Service Associate – Food and Beverage job role. The session was led by Mr. Augustine James Dhamaraj, HR Manager at Ideal Resort, Mahabalipuram, Chennai. His extensive experience in hospitality operations provided students with deep insights into industry expectations, workplace behaviour and essential service skills required in their career pathway.
Key Points Discussed
1.Importance of grooming and professional appearance:
Mr. Augustine emphasized that hospitality professionals must maintain high standards of grooming. A neat and well-presented appearance builds guest confidence, enhances service quality and reflects the professionalism of the establishment.
2.Developing a positive workplace attitude
Students were encouraged to maintain a positive mindset, as it directly influences teamwork, service delivery and guest satisfaction. A calm, friendly and solution-oriented attitude helps create a welcoming environment.
3. Understanding good and poor workplace practices
The resource person explained the behaviours that contribute to a productive work environment, such as punctuality, responsibility and respect. He also highlighted poor practices to avoid, as they can negatively impact team coordination and service.
4. Techniques for handling guests with professionalism
Professional guest handling requires polite communication, active listening and prompt assistance. Mr. Augustine guided students on maintaining courtesy and ensuring guests feel valued throughout their service experience.
5. Necessity of strong food knowledge
The speaker stressed that food knowledge is essential in the F&B sector. Staff must understand the dishes they serve, including ingredients, flavours and preparation methods, enabling them to respond confidently to guest queries.
6. Familiarity with various types of cutlery
Students were taught the importance of recognizing different types of cutlery and their proper usage. This knowledge ensures accurate table settings and enhances the dining experience.
7. Understanding different table setups and glassware
Mr. Augustine explained formal and informal table arrangements and the correct use of various types of glassware. Mastery of these elements supports efficiency and professionalism in service.
8. Managing busy hours effectively and avoiding mobile distractions
The trainees were reminded that peak service hours require full attention and teamwork. The speaker strongly advised avoiding mobile phone use during work to maintain efficiency and service quality.
9. Using free time productively to learn new skills
Students were encouraged to utilize quiet periods for learning—observing senior staff, practicing service techniques or enhancing product knowledge—to strengthen their overall skill set.
10. Importance of passion and commitment
Mr. Augustine highlighted that passion for the hospitality industry drives excellence. Commitment to learning, improving and adapting is key to long-term growth and success.
11. Practicing upselling
The session included guidance on upselling techniques, teaching trainees how to recommend suitable dishes or upgrades respectfully to improve guest experience and support business revenue.
12. Encouragement to stay resilient and not give up
The speaker concluded by motivating students to remain strong during challenges. Resilience, consistent effort and determination are essential traits for building a successful career.
Conclusion
The online guest lecture was highly beneficial and enriching for the 34 participating students. Mr. Augustine’s clear explanations and practical guidance helped trainees gain a comprehensive understanding of workplace expectations in the hospitality sector. His motivational approach encouraged students to stay dedicated, keep learning and work towards their career goals with passion and professionalism.