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Dining Room Management and Customer Service



Achieve complete mastery of the dining room.

It is important to master service techniques, but it is not the only thing. With this course, we aim to expand the boundaries of knowledge, offering students insights into psychology, team management, customer experience, dining room technology, communication, and more. In this way, the program builds in students an acuity to manage environments that are in constant flux, such as the dining room. This benefits both the team and the customer.


  • On-site format
  • Academic period: February 17 - April 8, 2025
  • Schedule: Mondays and Tuesdays from 9:15 AM to 6:30 PM (CEST)
  • 20 spots available
  • Degree from the Faculty of Gastronomic Sciences of Basque Culinary Center
  • More information and inquiries:


  • Develop leadership skills in managing the dining room.
  • Perfect customer service. Teaching students to understand and meet the needs of diners, solve problems, and build strong relationships with customers.
  • Master the management of the dining room. Teach the operational management of the dining room, covering aspects such as planning and organization, human resources management, service coordination, and business profitability optimization.


We know that professional opportunities can vary depending on the geographical location and individual preferences of the students; however, with this program, participants can take on roles and functions in the following positions and areas:

  • Director of Dining Room in Prestigious Restaurants: Graduates could take on leadership roles in dining rooms at restaurants, leading teams and ensuring excellent service.
  • Consultant in Customer Service and Restaurant Management: Provide specialized consulting services in customer service and restaurant management, helping other establishments improve their operations and service quality.
  • Operations Manager in the Hospitality Industry: Graduates could also aspire to operations management positions in the broader hospitality industry, working in hotels, resorts, or other hospitality businesses.
  • Trainer in Service and Customer Service: Those interested in education could become trainers or instructors at culinary training institutions, sharing their knowledge and experience in service and customer service with future professionals in the sector.





ARE YOU AN INTERNATIONAL STUDENT? (click to find out what visa you need)

Students enrolled in a master's program must obtain a long-term study visa from the nearest Spanish consulate or embassy in their country of residence. If you have a European identity document, a visa will not be necessary.

Check the different embassies and consulates here.

This procedure can be managed once a spot in the course has been reserved.


The program is aimed at individuals with the following profiles:

  • Graduates in Restaurant Service Management, Hospitality, or related disciplines.
  • Front-of-house professionals such as waiters, maîtres, restaurant managers looking to advance their careers.
  • Educators who want to stay up-to-date with the latest trends in front-of-house and customer service.

If you don't see yourself reflected in the points above and are interested in the course, please don't hesitate to contact us. The course coordination team will assess your education and experience and provide you with a response.


Module 1: The Role of the Dining Room in the Contemporary Restaurant

  • The Host's Values
  • From Social Protocols to Custom Protocols
  • Socio-Gastronomic Culture
  • Customer Typology in Fine Dining
  • Evolution of Dining and the Dining Room
  • New Trends and Values in the Dining Room

Module 2: Psychology and Communication Skills Applied to the Dining Room

  • Leadership and Management Skills for Teams
  • Achieving Efficient Emotion Management in Work Teams
  • Talent Recognition and Assessment
  • Conflict Management in Work Teams
  • Emotional Intelligence Applied to Internal and External Customers
  • Communication Techniques in the Dining Room: Oratory and the Art of Storytelling
  • Body Language and Non-Verbal Communication in the Dining Room
  • Increasing Sales in the Dining Room through Communication

Module 3: Designing Services, Experiences, and Sensory Aspects in the Dining Room

  • Customer Experience Management: Managing the Customer's Experience through Service and Experience Design
  • The Importance of Space: Interior Design, Architecture, and Decoration
  • Sensory Aspects in the Dining Room: The Importance of Materials

Module 4: Management Tools for Improving Comprehensive Dining Room Management

  • Labor Relations and People Management
  • Purchasing and Supplier Management. Quality and Process Management
  • Wine Cellar Management and Efficient Wine List Marketing
  • Break-Even Point, Income Statements, and Management Indicators
  • Menu Engineering and Clienting: Customer Strategies to Improve Revenue
  • Dining Room Operations Manual and Documentation
  • Advanced Service Techniques: Preparations and Creativity Visible to the Customer

Module 5: Restaurant Products: Immersion in the World of Wine, Beer, Coffee, Cocktails, and Other Products

  • The World of Wine: Wine's Versatility as a Sales Tool
  • Beer: Product Application for New Consumption Moments
  • Creative and Signature Cocktails: Basic Principles of Mixology and Bartending Applied to the Dining Room
  • Introduction to Other Products that Enhance the Dining Experience; Iberian Ham, Cheese, Bread, Spirits, etc.

Module 6: Technology in the Dining Room: An Approach to the Digital Era

  • Digital Branding
  • Digital Marketing
  • Reservation Management and New Service Systems: POS, Handhelds, Electronic Menus, and Payment Systems

Module 7: Final Course Project

  • Internal Analysis of a Business Model from a 360° Dining Room Perspective.
  • Academic period: February 17 - April 8, 2025
  • Schedule: Mondays and Tuesdays from 9:15 AM to 6:30 PM (CEST)


The program is delivered using the "learning by doing" methodology, which is based on the idea that the best way to learn is through practical experience and direct action. Instead of focusing solely on theory and passive instruction, this methodology promotes students acquiring knowledge and skills by actively participating in practical activities and real projects.

In line with this approach to learning, the course features the following components:

  • Theoretical-practical sessions
  • Practical exercises and cases applied to the restaurant and service
  • Workshops on experience design, sensory aspects, and operations management
  • Exercises and readings to activate knowledge
  • Wine tasting sessions and pairings, beer pouring, perfect coffee preparation, mixology, and more.
  • Masterclasses with industry professionals who share real and inspiring experiences
  • Learning visits to restaurant establishments.
  • This hands-on approach aims to provide students with valuable practical experience and skills in addition to theoretical knowledge.

Learn from Industry Experts with Experience!

Students will have the opportunity to learn from accomplished professionals in the field, recognized for their academic, intellectual, and social influence, as well as their impactful contributions. The program features a panel of instructors composed of experienced culinary experts with specialized knowledge in the field of Gastronomy.


Gonzalo Parras

With over 25 years of immersion in the world of gastronomy, and 26 of those devoted to teaching the art of customer service, Gonzalo has woven an inspiring tale. He serves as the coordinator for the Dining and Customer Service department, a professor of various disciplines, and a mentor for the Expert Bartender and Modern Mixology courses. At the heart of his expertise lies the realm of liquids, from the intricacies of fermentations to the alchemy of distillations. Gonzalo is more than just a connoisseur; he's a true aficionado of beverages. However, what truly sets him apart is his fervent dedication to the art of service in the dining room and the delicate craft of plate presentation, often engaging diners in a delightful performance of culinary artistry.

As a key figure in the field of hospitality, Gonzalo not only brings his vast knowledge to the classroom but also his passion, and an unwavering commitment to nurturing the next generation of talents. With him, learning isn't just an endeavor; it's an immersive journey into the captivating world of liquid creations, sensory experiences, and the refined art of pleasing the most discerning palates.

Our program boasts an exceptional team of educators, encompassing highly skilled teaching staff and esteemed guest experts, each a luminary in their respective areas of program knowledge:

  • F&B and Restaurant Management: Visionaries who have shaped the culinary landscape.
  • Occupational Safety, Food Safety, and Sustainability: Guardians of well-being and environmental stewardship.
  • Professionals: Oenologists, sommeliers, bartenders, and more: Masters of their craft.
  • Emotional Intelligence, Psychology, Team Management, and Leadership: Guides to personal and professional growth.
  • Customer Experience Managers: Pioneers in creating memorable dining experiences.
  • Interior and Tableware Design: Artisans who craft the ambiance.
  • Sensory Perception: Connoisseurs of taste, aroma, and presentation.
  • Highly Regarded Maîtres and Sommeliers: Seasoned experts who elevate dining to an art form.

The total cost of the course is €3.090, which will be paid as follows:

  • €150 upon application (fully refundable in case of non-admission).
  • 40% of the total amount, which is €1.176, upon confirmation of admission, as a reservation fee.
  • The remaining amount, which is €1.764, two weeks before the start of the program.

The course fee includes:

  • Academic materials.
  • Educational visits (transportation to the destination, visit arrangements, accommodation, and breakfast).
  • Seminars and masterclasses included in the curriculum.
  • Issuance and delivery of the diploma.
  • Enrollment in the Basque Culinary Center alumni service: Bculinary Alumni.

Bank financing options:

We have financing agreements with Banco Sabadell, Caixa Bank, and Caja Rural. Please request more information at

*Offers are valid for residents in Spain. Please check with the candidate's home country for financing options with trusted entities.

Bonification options:

This course, offered by Basque Culinary Center, is partially eligible for funding through FUNDAE. For more information, please contact

Refund and cancellation policy:

Please refer to the detailed information regarding the refund policy.

Collaboration within faculty departments:

A limited number of collaborations in various faculty departments are available, which are compatible with the program and are published throughout the academic year on the BCC Students app, exclusively accessible to Basque Culinary Center students. These collaborations provide financial assistance to cover the cost of tuition and offer an opportunity to develop professional skills in various areas.

Special discounts:

  • Members of the Association of Hospitality in Navarra: 5% discount.
  • Euro-Toques members: 5% discount.
  • Basque Culinary Center alumni: 5%-10% discount.
    • *Discounts cannot be combined.

Basque Culinary Center's admission system has a dual objective:

  • To ensure that candidates possess the necessary academic level and personal skills to successfully complete an innovative and demanding curriculum.
  • To verify that the master's program meets the educational needs and concerns of the candidates.

The application period will remain open until all spots are filled.

1 Submit the registration application

Complete the online registration and pay the registration fee.
Send the following documentation to
  Curriculum Vitae
  1 passport-size photo 
  Copy of ID or passport 
  Motivation letter 
  Academic certificate of completed studies (transcript, diploma or certificate)

2 Admission process

The admissions committee will evaluate the submitted application documents to confirm that the minimum training and/or experience requirements are met.
If the profile is suitable for the course, the candidate will be invited to an online personal interview and informed of the process to follow to reserve a spot in the course. Otherwise, the reasons will be indicated and the registration fee will be refunded.

Notice for international students: To enroll in a training program longer than 90 days, students from outside the Schengen area (check the list of countries) need to apply for a long-term student visa to legally reside in Spain. The faculty will provide each student with the necessary documentation for visa processing once the spot reservation is confirmed.

Additionally, the student must complete the remaining requirements as indicated by the Spanish Embassy. You can check the complete process in this section pre-trip procedures. Basque Culinary Center will provide the following academic documentation required for visa processing:

  1. Enrollment certificate signed and sealed by Basque Culinary Center

  2. Training program sealed by Basque Culinary Center

  3. Academic calendar sealed by Basque Culinary Center

Inquiries and more information: 


Culinary House

Livensa Living San Sebastian is located in the neighborhood of Ibaeta, in a quiet area and a step away from Tolosa Avenue that leads to Ondarreta beach. It is an accommodation that takes care of all the details and is designed to make you feel at home during your stay in Donostia-San Sebastian. It has spaces to relax and share time in company.

Features to highlight:

  • Single rooms with full kitchen and private bathroom
  • Laundry
  • Gym
  • Common kitchens or "txokos".
  • Leisure areas: living room, games room, cinema room, etc.
  • Music rehearsal rooms
  • Co-working spaces
  • Private parking

Take advantage of the preferential rates for Basque Culinary Center students.

More information about accommodation here



These types of residence are small and have restricted entrance times. The rooms can be single or double and they do not always have an ensuite bathroom. Those that offer full board may not offer all the meals at weekends. Admission to these residences entails a personal interview with the families.

The prices given below are approximate.

Camino de S. Bartolomé, 24
Tel 943 464795
Regimen full board
Precio aproximado €625/month
Avda. Gral. Zumalakarregi, 11
Tel 943 210800
Regimen full board
Precio aproximado €580-€615/month
Residents must leave the residence at weekends with the exception of examination periods.
Paseo de la Fe, 34
Tel 943 456072
Regimen full board
Precio aproximado €350-€490
Paseo de Heriz, 95
Tel 943 210866
Regimen half board or full board
Precio aproximado from €450 to €590/month
No se ofrecen comidas durante el fin de semana aunque hay una cocina a disposición de las residentes.
Ilumbe, 8
Tel 943 456600
Regimen full board
Precio aproximado €540-€605/month
C/ Aldapeta, 49
Tel 616 369 815
Regimen Pensión completa
Precio aproximado 932€/mes
No hay cocinas disponibles para las residentes pero las estudiantes de BCC podrán realizar prácticas de cocina.
Paseo de Ayete, 25
Tel 943 242400
Regimen pensión completa
Precio aproximado 370€
El precio del alojamiento y pensión se costea trabajando en el servicio de alimentación. Admisión mediante entrevista.
Pº Ayete, 25
Tel 943 21000
Regimen Pensión Completa
Precio aproximado 1.055€/mes
Pº Maddalen Jauregiberri,2
Tel 943 454400
Regimen habitación y desayuno
Precio aproximado 320€-380€/mes


These are mixed and are larger than the religious residences. As a general rule, they do not have entrance times.

Paseo de Miramón, 162
Tel (+34) 943 56 91 28
Regimen acommodation in studio with fully furnished kitchen and private bathroom
Precio aproximado desde 600€ hasta 880€/mes
A tan solo un paso de Basque Culinary Center. Instalaciones equipadas con un amplio espacio de cocina dedicado a prácticas culinarias, salas de estudio, gimnasio y zona lounge para socializar con otros residentes.
Pº Ondarreta, 24
Tel 943 003300
Regimen alojamiento y desayuno, media pensión o pensión completa
Precio aproximado desde 498€ hasta 1.090€/mes
El precio incluye la limpieza del uniforme de cocina. No hay cocinas disponibles para los residentes aunque los estudiantes de BCC podrán hacer prácticas de cocina en un espacio debidamente equipado para ello.
Pº Berio, 9
Tel 943 563000
Regimen alojamiento
Precio aproximado desde 403€ hasta 690€/mes
Residencia de la Universidad de País Vasco; alojan prioritariamente a los estudiantes de la UPV pero pueden tener plazas disponibles desde la reciente ampliación.


Prior authorisation from interested parties, the BCC Students'Office favours contact among admitted students so that they can organise themselves to share flats. Traditionally, students have created groups in social media to contact each other. The BCC also informs students about rented flat offers that the owners send us.
The average price per student in a shared flat in Donostia-San Sebastian is around €300 per month.


Long-term visa

This visa allows you to reside, reside and work, study or research in Spain. All foreigners wishing to enter Spain to reside, reside and work, or study need to have this type of visa, unless they are citizens of the European Union, Iceland, Liechtenstein, Norway, or Switzerland.

The long-term visa application must be submitted with a duly completed application form (original and copy), which can be downloaded for free from this link "Application Form" and can also be obtained free of charge from the Diplomatic Missions or Consular Offices of Spain abroad.

The documents that must generally be submitted at the embassy for visa processing are:

  • Provided by Basque Culinary Center
    • Enrollment certificate signed and sealed by BCC
    • Training program sealed by BCC
    • Academic calendar sealed by BCC
  • To be provided by the student
  • Health insurance
  • Accommodation certificate in San Sebastián

*The required documents in each country are different. Check the different embassies and consulates: HERE

More information on the visa application process.



International students upon arriving in San Sebastián must manage the following documents:


The NIE (Foreigner Identity Number) application aims to provide an identification number for foreigners necessary for identification purposes in order to reside in Spain.

Social Security number

This number will allow students to be registered with the National Institute of Social Security for academic internships or work.

More information on the process of requesting these documents.

Through the MU Sports Service, students can access team sports as well as individual sporting activities and Group trips (weekend skiing, surfing trips….).

Donostia-San Sebastian also has an extensive offer of municipal sporting facilities. The Kirol Txartela (sport card) permits access to all the city’s municipal facilities at a very economical price. For more information, go to the following link.


Below are some data reflecting the COST OF LIVING in Donostia - San Sebastián:



The best way to get around the city is through its urban bus network. The companies that provide this service are the Donostia-San Sebastián Tram Company and LurraldeBus.

Complete information on routes, schedules, and fares is available at and The website also offers the possibility of calculating the bus route between two points and the estimated duration of the journey.

This public bus service has the option to create an individual card to benefit from monthly transport passes that reduce costs. More information at

Shopping basket

Donostia-San Sebastian is the administrative capital of Gipuzkoa, one of the territories that integrates the Basque Country. There are two official languages: Spanish and Basque.

On the banks of the Bay of Biscay,, Donostia-San Sebastián is a small town within a natural framework of incomparable beauty. A holiday destination for monarchs and nobles during the Belle Epoque, Donostia-San Sebastian arose as a lordly city where tradition and modernity exist side by side.

Images courtesy of San Sebastian Tourism
If there is something that can compete with its spectacular beauty that is its gastronomy: cradle of the “new Basque cuisine”, Mecca of culinary avant-garde and the world capital of the pintxo, Donostia-San Sebastian is the city with the most Michelin stars per square metres in the world. The importance of its restaurants, its famous gastronomic societies and the quality of its raw material convert Donostia-San Sebastian into a gastronomic reference in the world. Not in vain, the British magazine, “Which”, chose Donostia-San Sebastian as the best gastronomic destination in the world.

Over the last few years, innovation and sustainability have been the two main pillars for the development of Donostia-San Sebastian, which has fostered an ideal city of pedestrians and bicycles.

Images courtesy of San Sebastian Tourism
  • Because in Donostia-San Sebastian, as in the rest of the Basque Country, gastronomy forms part of society and good food is present at any event and celebration. Donostia-San Sebastian, a city of 185,000 inhabitants, has 120 gastronomic societies.
  • Because four of the eight restaurants with three Michelin stars in Spain are in the Basque Country, three of them in Donostia-San Sebastian.
  • Because of its cultural offer, which includes internationally renowned film and jazz festivals. Donostia-San Sebastian has been named as European Capital of Culture for 2016.
  • Due to its beaches, ideal for practicing surf all year round.
  • Due to its mountains, just 2.5 hours from the Pyrenees.
  • Because it is a safe, accessible and welcoming city.

Images courtesy of San Sebastian Tourism
Donostia-San Sebastian is connected to the main Spanish cities by bus, train and plane.

The airport of Donostia-San Sebastian is 20 kilometres from the city. It is a small airport with direct flights from Madrid and Barcelona. It has a bus service to the city centre.

The international airport of Bilbao is one hour from Donostia-San Sebastian, and it is connected to the city with a frequent bus service from the actual airport.

The international airport of Biarritz is 45 minutes away although it only offers a direct bus to Donostia-San Sebastian once a day.
   Bilbao – 99 km
   Biarritz – 50 km
   Madrid – 450 km
   Barcelona – 570 km

donostia Images courtesy of San Sebastian Tourism

During their study years, BCC students will have access to the BCC Student APP. Through this APP students will be informed about grants and scholarships, job opportunities, extracurricular learning opportunities, events, invitations to exclusive Master Classes... They will also be informed on student discounts, BCC Cafeteria or Restaurant reservations, transportation, etc.



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