i) Forgetting to great the arriving customer pleasantly.
ii) Letting guests seat themselves, inspite of being present near
the table and not otherwise engaged.
iii) Refusing to assist a guest or seating a guest at a dirty table.
iv) Serving from the wrong side, when it is possible to serve from
the correct side
v) Not setting tables properly and placing empty sugar bowls /
cruet sets on the table.
vi) Forgetting to say 'Pardon me', or 'Excuse me, sir / madam, if a
mistake has been made.
vii) Being too familiar with guests. This could lead to embarrassing
situations.
viii) Gathering in groups in operational areas and talking loudly and
showing signs of irritability with other members of the staff.
ix) Leaving fingerprints on crockery / glassware or making a noise
by clattering the service equipment.
x) Keeping the side station dirty or using torn or stained linen.
xi) Forgetting a dish that has been ordered, or serving wrong
accompaniments.
xii) Overfilling water glasses or leaving them empty or leaving dirty
ashtrays on an occupied table.
xiii) Being inattentive to a guest's needs, for example, forgetting
special instructions from the guest, such as less chillies or no
onions in the food
xiv) Using cold plates for hot food and hot plates for cold food.
xv) Touching food with one's hands.
xvi) Not following the rules of quality waiting at table.
xvii) Soliciting tips or questioning the amount of tips.
Thursday, June 17, 2010
ATTRIBUTES OF A WAITER
The quality of service staff in any establishment reflects the
quality of the establishment itself. No matter how good the food and
ambience are, poorly trained, untidy or rude staff can antagonize
customers. On the other hand, if the staffs are well-trained and
efficient, they can, to a certain extent, make up for other
shortcomings in the services provided.
1) Personal Hygiene and Appearance
· All members of the staff should be well-groomed and clean
at all times, as this gives them a sense of well-being and
confidence to do their job efficiently.
· The hands of the waiting staff should be given special
attention, as they are constantly under the scrutiny of the
guests. Nails should be trimmed and kept clean. Playing
with one's hair and face should be avoided.
· Chewing gum should be avoided in all public areas of the
hotel.
· Minimum jewelry should be worn by the service staff. A
wristwatch, finger ring and plain earrings (for girls only)
should be permitted.
· If an employee has a skin problem, a doctor should be
consulted immediately
· The uniform should be clean and well-pressed. Shoes should
be properly polished and well-fitting.
2) Good Conduct
All service staff should be well-mannered and respectful to
guests, and to senior members of the staff. They should be
calm and pleasant, even in the most tiring circumstances. They
should be able to satisfactorily solve any problem that may
arise. In case of difficulty, a senior and experienced member of
the staff should be consulted. Tact, punctuality and honesty
are admirable qualities among service personnel.
3) Good Memory
A good memory helps to improve performance. It also
helps the service personnel to attend to small but important
details such as remembering a guest's name or his likes and
dislikes regarding food and beverages.
4) Observation
A keen sense of observation and an eye for detail will help
a member of the staff to be more efficient at his job. An ability
to correctly judge people is definitely an advantage. A sense of
anticipation in the service industry is an invaluable quality. The
ability to anticipate what a guest or the management needs,
even before it is asked for creates a very good impression.
5) Concentration and Skill
Waiting at a table requires concentration and skill. Service
staff should develop a sense of urgency in the performance of
their duties. Good service may not be commented upon, but
bad service is surely noticed and talked about. Service should
be prompt and without the show of haste.
6) Salesmanship
Food and beverage service personnel are technical
salespersons; hence they should have a thorough knowledge
of the proper presentation and service of all the food and
beverages served in the establishment. Waiters should be kept
informed by their superiors of deletions or additions to the
menu.
7) Ability to Assume Responsibility
All service staff should be able to cope with the
demands of the job and possess the ability to assume
responsibility. They should be loyal to their employers,
responsible to the guests, and friendly towards their fellow
workers. They should not consider any job as menial and
should be willing to perform all kinds of jobs efficiently. This will
help the service staff to grow in their careers and at the same
time enhance the image of the establishment in the eyes of the
guests.
8) Maximise Revenue
Cutting down on costs and maximizing the revenue of the
the establishment should be of prime objective to all members of
the staff, even those in junior positions.
9) Punctuality
Punctuality is all-important. If staff is continually late for
duty, it shows a lack of interest in their work and a lack of
respect for the management and customers.
10) Local Knowledge
In the interest of customers, the staff should have a certain
knowledge of the area in which they work so that they may be
able to advise the guests on the various forms of entertainment
offered, the best means of transport to places of interest and
so on.
11) Personality
Staff must be tactful, courteous, good humoured and of an
even temper. They must converse with the customer in a
pleasing and well-spoken manner and the ability to smile at the
right time.
12) Attitude to Customers
The correct approach towards the customer is of the
utmost importance. The staff must not be servile but should
anticipate the customer's needs and wishes. A careful watch
should be kept on customers at all times during the service
without staring. Care should always be taken when dealing
with difficult customers. (There is really no such thing as a
'difficult' customer – they are normal people whom one is
uncertain how to deal with.) Staff should never argue with
customers as this will only aggravate the situation. All
complaints should be referred to someone in authority in the
food service area.
13) Honesty
This is all-important for the staff in dealings with both the
customer and the management. If there is trust and respect in
the triangle of staff, customer, and management relationships,
then there will be a pleasant work atmosphere which encourages
efficiency and a good team spirit among the food and beverage
service operators.
quality of the establishment itself. No matter how good the food and
ambience are, poorly trained, untidy or rude staff can antagonize
customers. On the other hand, if the staffs are well-trained and
efficient, they can, to a certain extent, make up for other
shortcomings in the services provided.
1) Personal Hygiene and Appearance
· All members of the staff should be well-groomed and clean
at all times, as this gives them a sense of well-being and
confidence to do their job efficiently.
· The hands of the waiting staff should be given special
attention, as they are constantly under the scrutiny of the
guests. Nails should be trimmed and kept clean. Playing
with one's hair and face should be avoided.
· Chewing gum should be avoided in all public areas of the
hotel.
· Minimum jewelry should be worn by the service staff. A
wristwatch, finger ring and plain earrings (for girls only)
should be permitted.
· If an employee has a skin problem, a doctor should be
consulted immediately
· The uniform should be clean and well-pressed. Shoes should
be properly polished and well-fitting.
2) Good Conduct
All service staff should be well-mannered and respectful to
guests, and to senior members of the staff. They should be
calm and pleasant, even in the most tiring circumstances. They
should be able to satisfactorily solve any problem that may
arise. In case of difficulty, a senior and experienced member of
the staff should be consulted. Tact, punctuality and honesty
are admirable qualities among service personnel.
3) Good Memory
A good memory helps to improve performance. It also
helps the service personnel to attend to small but important
details such as remembering a guest's name or his likes and
dislikes regarding food and beverages.
4) Observation
A keen sense of observation and an eye for detail will help
a member of the staff to be more efficient at his job. An ability
to correctly judge people is definitely an advantage. A sense of
anticipation in the service industry is an invaluable quality. The
ability to anticipate what a guest or the management needs,
even before it is asked for creates a very good impression.
5) Concentration and Skill
Waiting at a table requires concentration and skill. Service
staff should develop a sense of urgency in the performance of
their duties. Good service may not be commented upon, but
bad service is surely noticed and talked about. Service should
be prompt and without the show of haste.
6) Salesmanship
Food and beverage service personnel are technical
salespersons; hence they should have a thorough knowledge
of the proper presentation and service of all the food and
beverages served in the establishment. Waiters should be kept
informed by their superiors of deletions or additions to the
menu.
7) Ability to Assume Responsibility
All service staff should be able to cope with the
demands of the job and possess the ability to assume
responsibility. They should be loyal to their employers,
responsible to the guests, and friendly towards their fellow
workers. They should not consider any job as menial and
should be willing to perform all kinds of jobs efficiently. This will
help the service staff to grow in their careers and at the same
time enhance the image of the establishment in the eyes of the
guests.
8) Maximise Revenue
Cutting down on costs and maximizing the revenue of the
the establishment should be of prime objective to all members of
the staff, even those in junior positions.
9) Punctuality
Punctuality is all-important. If staff is continually late for
duty, it shows a lack of interest in their work and a lack of
respect for the management and customers.
10) Local Knowledge
In the interest of customers, the staff should have a certain
knowledge of the area in which they work so that they may be
able to advise the guests on the various forms of entertainment
offered, the best means of transport to places of interest and
so on.
11) Personality
Staff must be tactful, courteous, good humoured and of an
even temper. They must converse with the customer in a
pleasing and well-spoken manner and the ability to smile at the
right time.
12) Attitude to Customers
The correct approach towards the customer is of the
utmost importance. The staff must not be servile but should
anticipate the customer's needs and wishes. A careful watch
should be kept on customers at all times during the service
without staring. Care should always be taken when dealing
with difficult customers. (There is really no such thing as a
'difficult' customer – they are normal people whom one is
uncertain how to deal with.) Staff should never argue with
customers as this will only aggravate the situation. All
complaints should be referred to someone in authority in the
food service area.
13) Honesty
This is all-important for the staff in dealings with both the
customer and the management. If there is trust and respect in
the triangle of staff, customer, and management relationships,
then there will be a pleasant work atmosphere which encourages
efficiency and a good team spirit among the food and beverage
service operators.
STATUS OF A STEWARD
The duties of waiting staff include preparing tables (table
setting) for a meal, taking customers' orders, serving drinks and
food, and cleaning up before, during and after servings in a
restaurant. He must have knowledge of proper rules of etiquette in
order to furnish working service in either a formal or informal sitting.
Other task of a waiter includes:
1. Reports to Senior Captain / Captain to receive necessary
instruction for the shift and for any menu changes.
2. Has to attend briefings conducted by senior captain.
3. Sets the assigned tables and ensures that the services
area too is well-stocked with linen, silver, glassware,
china etc. Sets up any special displays that be used for
the meal period.
4. Greets guests and sometimes assists the host/ hostess in
seating guest. Fills water glasses, serves butter,
cocktails, answers questions about menu items and
makes suggestions about dishes and wine if the customer
requests or desires.
5. Takes orders on check, turns or gives over with
specification the order to the cooks with consideration to
the timing of the preceding courses. Picks up all food and
all other required items from various stations.
6. May carve meats, bone fish and prepare flaming dishes
or desserts at guest’s table. He may assist Senior
Captain for the same.
7. May serve guests from plates to the guest’s table.
8. Other tasks to be performed as determined by
establishment from time to time.
9. Replenishes wine, water, butter, and bread as and when
required.
10. Observes the guests in order to anticipate any additional
request and to perceive when the meal has been
completed.
11. After all the guests have finished each course and before
the next one is served, the waiter/ waitress should
remove all soiled dishes or ensure that the assistant
stewatard does it.
12. When guests have finished the meal, the table is cleared
and reset and ready for the next customer.
13. Performs other tasks as directed by the supervisor.
Depending on the restaurant, other less common duties may
be required, such as singing birthday songs to customers who are
celebrating a birthday. A theme restaurant may even require staff to
dance (e.g. Joe's Crab Shack). There are now event caterers that
outsource waiting staff to events and specific functions. Silver
service staffs are specially trained to serve at banquets or high-end
restaurants. They follow specific rules of service and it is a skilled /
specialized job. They generally wear black and white with a long,
white apron (extending from the waist to ankle).
setting) for a meal, taking customers' orders, serving drinks and
food, and cleaning up before, during and after servings in a
restaurant. He must have knowledge of proper rules of etiquette in
order to furnish working service in either a formal or informal sitting.
Other task of a waiter includes:
1. Reports to Senior Captain / Captain to receive necessary
instruction for the shift and for any menu changes.
2. Has to attend briefings conducted by senior captain.
3. Sets the assigned tables and ensures that the services
area too is well-stocked with linen, silver, glassware,
china etc. Sets up any special displays that be used for
the meal period.
4. Greets guests and sometimes assists the host/ hostess in
seating guest. Fills water glasses, serves butter,
cocktails, answers questions about menu items and
makes suggestions about dishes and wine if the customer
requests or desires.
5. Takes orders on check, turns or gives over with
specification the order to the cooks with consideration to
the timing of the preceding courses. Picks up all food and
all other required items from various stations.
6. May carve meats, bone fish and prepare flaming dishes
or desserts at guest’s table. He may assist Senior
Captain for the same.
7. May serve guests from plates to the guest’s table.
8. Other tasks to be performed as determined by
establishment from time to time.
9. Replenishes wine, water, butter, and bread as and when
required.
10. Observes the guests in order to anticipate any additional
request and to perceive when the meal has been
completed.
11. After all the guests have finished each course and before
the next one is served, the waiter/ waitress should
remove all soiled dishes or ensure that the assistant
stewatard does it.
12. When guests have finished the meal, the table is cleared
and reset and ready for the next customer.
13. Performs other tasks as directed by the supervisor.
Depending on the restaurant, other less common duties may
be required, such as singing birthday songs to customers who are
celebrating a birthday. A theme restaurant may even require staff to
dance (e.g. Joe's Crab Shack). There are now event caterers that
outsource waiting staff to events and specific functions. Silver
service staffs are specially trained to serve at banquets or high-end
restaurants. They follow specific rules of service and it is a skilled /
specialized job. They generally wear black and white with a long,
white apron (extending from the waist to ankle).
THE STEWARD
Waiting staff, wait staff, or waitstaff are those who work at a
restaurant or a bar attending customers - supplying them with food
and drink as requested promptly and pleasantly.
The waiter is popularly known as a Steward or Commis-de-
Rang. A female who "waits" on tables is often called a waitress. The
gender-neutral server and collective waitstaff can also be used.
Some people prefer to use gender-neutral language, using
waiter indiscriminately for males and females, waitperson, server, or
waitron.
restaurant or a bar attending customers - supplying them with food
and drink as requested promptly and pleasantly.
The waiter is popularly known as a Steward or Commis-de-
Rang. A female who "waits" on tables is often called a waitress. The
gender-neutral server and collective waitstaff can also be used.
Some people prefer to use gender-neutral language, using
waiter indiscriminately for males and females, waitperson, server, or
waitron.
THE STEWARD
The English writer, Wilfred Gowers-Round, wrote a number of
‘Rules for Waiters’ that he called a ‘Manifesto.’
· A waiter's job is to serve and never to impose himself.
· The goal of waiting is inconspicuous but pleasing service.
· Waiters must be clean and smart and should never wear
cologne.
· Under no circumstances should a waiter ever touch a
diner.
· Wine glasses should never be filled too full.
· Unasked for advice should never be offered.
· If diners are content to pour the wine themselves, let
them.
· Unless asked, no plates should be removed until all have
been finished.
· Women diners should be afforded respect equal to men.
· While attending to the customer, the waiter should make
sure the diner’s coffee cup / water goblet, bread basket,
butter, sugar, cream and clean ashray are kept full at all
times.
· The bill should be placed on the table without ceremony.
· If the diner so desires, the waiter should carry the money
to the cash counter, pay the bill and return the balace to
the diner.
‘Rules for Waiters’ that he called a ‘Manifesto.’
· A waiter's job is to serve and never to impose himself.
· The goal of waiting is inconspicuous but pleasing service.
· Waiters must be clean and smart and should never wear
cologne.
· Under no circumstances should a waiter ever touch a
diner.
· Wine glasses should never be filled too full.
· Unasked for advice should never be offered.
· If diners are content to pour the wine themselves, let
them.
· Unless asked, no plates should be removed until all have
been finished.
· Women diners should be afforded respect equal to men.
· While attending to the customer, the waiter should make
sure the diner’s coffee cup / water goblet, bread basket,
butter, sugar, cream and clean ashray are kept full at all
times.
· The bill should be placed on the table without ceremony.
· If the diner so desires, the waiter should carry the money
to the cash counter, pay the bill and return the balace to
the diner.
THE STEWARD
A successful restaurant is one which the guests are anxious
to visit again, a place where they feel as comfortable as in their own
homes. This pleasant atmosphere is produced by courtesy; good
well-cooked food; advice in selecting from the available dishes; a
knowledge of how they are prepared; and quiet, efficient, but
unostentatious, service. It is by these amenities that both buyer and
seller are satisfied and goodwill of the business increased. At the
end of the visit the customer is made to feel that he got his money’s
worth in terms of both quality food and courteous service.
Good waiters are necessary to the success and development
of the hotel and catering industry. Waiters play an important part as,
in effect, an efficient salesman of food, one who assists materially in
merchandising and its accompanying services. Waiter is in direct
contact with the guests and therefore much of catering
establishment’s success depends on the skills, interest and
personable qualities of the waiter. The waiters are prompted to
develop tact and initiative and by keeping their brains active and
reveal their personality.
Thursday, May 27, 2010
OTHER STAFF DESTINATIONS
v) Trainee / Commis De Barraseur
The trainees work closely with the waiters, fetching orders
from the kitchen and the bar, and clearing the side station in
a restaurant. They serve water and assist the waiter. They
are mainly responsible for the mise-en-place, and stacking
the side board with the necessary equipment for service. The
debarrasseur is the ‘learner’, having just joined the food
service staff, and possibly wishing to take up food service as
a carreer.
vi) Wine Waiter / Sommelier
Wine waiters have an important role to play in reputed
establishments. Their job is to take orders for the service of
wine and alcoholic beverages and serve them during the
meal. Hence they should be knowledgeable about wines that
accompany a particular dish and the manner in which they
should be served. They should also be aware of the licensing
laws prevalent in the city and should be efficient sales
persons.
vii) Room Service Waiters / Chef D’etage
Room service waiters work in the room service outlet,
serving food and beverage to guests in their rooms. The
order is placed by the guest on telephone, and is recorded on
a Kitchen Order Ticket (K.O.T). It is then passed on to the
duty captain. The duty captain in turn places the order in the
kitchen or the bar, as the case may be. The room service
waiter who has been assigned that order, sets the tray
according to the food or beverage ordered, picks up and
delivers the order when it is ready.
viii) Carver / Trancheur
The carver is responsible for the carving trolley and the
carving of joints at the table as required. The carver will plate
up each portion with the appropriate accompaniment.
ix) Floor Service Staff / Floor Waiter
The floor service staffs are often responsible for an entire
floor in an establishment or, depending on the size of the
establishment, a number of rooms or suites. Floor service of
all meals and breakfast is offered either throughout the day or
in a limited time depending on the size of the establishment.
The floor service staff would normally work from a floor pantry
or from a central kitchen with all food and drink reaching the
appropriate floor and the required room by lift and in a heated
trolley.
x) Lounge staff / Chef de sale
Lounge staff may deal with lounge service as a specific duty
only in a first class establishment. The lounge staff is
responsible for the service of morning coffee, afternoon teas,
aperitifs and liqueurs before and after both lunch and dinner,
and any coffee top ups required after meals. They would be
responsible for setting up the lounge in the morning and
maintaing its cleanliness and presentation throughout the
day.
xi) Cocktail Bar Staff
The person who works on the cocktail bar must be
responsible, well versed in the skills of shaking and stirring
cocktails and should have thorough knowledge of all alcoholic
and non-alcholic drinks, the ingredients necessary for the
making of cocktails and of the licensing laws.
xii) Buffet Assistant / Buffet Chef / Chef de buffet
The chef de buffet is in charge of the buffet in the room, its
presentation, the carving and portioning of food and its
service. This staff would normally be a member of the kitchen
team. The cashier is responsible for the takings of the food
and beverage operation. This may include making up bills
from food and drink check or, alternatively, in a cafeteria, for
example, charging customers for their selection of items on a
tray.
xiii) Counter Assistants
Counter assistants are found in cafeterias where they would
stock the counter and sometimes serve or portion food for
customers. Duties may also include some cooking of call
order items.
xiv) Table Clearers
Table clearers are responsible for clearing tables and
trolleys, specially designed for good stacking of crockery,
glassware, cutlery, etc.
The trainees work closely with the waiters, fetching orders
from the kitchen and the bar, and clearing the side station in
a restaurant. They serve water and assist the waiter. They
are mainly responsible for the mise-en-place, and stacking
the side board with the necessary equipment for service. The
debarrasseur is the ‘learner’, having just joined the food
service staff, and possibly wishing to take up food service as
a carreer.
vi) Wine Waiter / Sommelier
Wine waiters have an important role to play in reputed
establishments. Their job is to take orders for the service of
wine and alcoholic beverages and serve them during the
meal. Hence they should be knowledgeable about wines that
accompany a particular dish and the manner in which they
should be served. They should also be aware of the licensing
laws prevalent in the city and should be efficient sales
persons.
vii) Room Service Waiters / Chef D’etage
Room service waiters work in the room service outlet,
serving food and beverage to guests in their rooms. The
order is placed by the guest on telephone, and is recorded on
a Kitchen Order Ticket (K.O.T). It is then passed on to the
duty captain. The duty captain in turn places the order in the
kitchen or the bar, as the case may be. The room service
waiter who has been assigned that order, sets the tray
according to the food or beverage ordered, picks up and
delivers the order when it is ready.
viii) Carver / Trancheur
The carver is responsible for the carving trolley and the
carving of joints at the table as required. The carver will plate
up each portion with the appropriate accompaniment.
ix) Floor Service Staff / Floor Waiter
The floor service staffs are often responsible for an entire
floor in an establishment or, depending on the size of the
establishment, a number of rooms or suites. Floor service of
all meals and breakfast is offered either throughout the day or
in a limited time depending on the size of the establishment.
The floor service staff would normally work from a floor pantry
or from a central kitchen with all food and drink reaching the
appropriate floor and the required room by lift and in a heated
trolley.
x) Lounge staff / Chef de sale
Lounge staff may deal with lounge service as a specific duty
only in a first class establishment. The lounge staff is
responsible for the service of morning coffee, afternoon teas,
aperitifs and liqueurs before and after both lunch and dinner,
and any coffee top ups required after meals. They would be
responsible for setting up the lounge in the morning and
maintaing its cleanliness and presentation throughout the
day.
xi) Cocktail Bar Staff
The person who works on the cocktail bar must be
responsible, well versed in the skills of shaking and stirring
cocktails and should have thorough knowledge of all alcoholic
and non-alcholic drinks, the ingredients necessary for the
making of cocktails and of the licensing laws.
xii) Buffet Assistant / Buffet Chef / Chef de buffet
The chef de buffet is in charge of the buffet in the room, its
presentation, the carving and portioning of food and its
service. This staff would normally be a member of the kitchen
team. The cashier is responsible for the takings of the food
and beverage operation. This may include making up bills
from food and drink check or, alternatively, in a cafeteria, for
example, charging customers for their selection of items on a
tray.
xiii) Counter Assistants
Counter assistants are found in cafeterias where they would
stock the counter and sometimes serve or portion food for
customers. Duties may also include some cooking of call
order items.
xiv) Table Clearers
Table clearers are responsible for clearing tables and
trolleys, specially designed for good stacking of crockery,
glassware, cutlery, etc.
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