IHM HAMIRPUR SEM 6TH

Unit-1

Food & Beverage Staff Organization

A. Categories of staff
B. Hierarchy
C. Job description and specification
D. Duty roaster

A. Categories of Staff

The categories of staff divided in F&B service.

1. RESTAURANT
2. BANQUET ORGANISATION
3. ROOM SERVICE ORGANISATION
4. LOUNGE ORGANISATION
5. BAR ORGANISATION

B. Hierarchy

F&B manager

Restaurant Coffee Room Bar Banquet

Shop Service Manager Manager
Manager manager manger

Maitre Maitre D’ Captain Banquet

D’ Hotel Hotel Bar Captain Bartender Sales
Manager
Captain Captain Room
Service Bar Senior
Order Taker Steward Captain
Hostess Hostess

Steward Steward Steward

Captain

Bus Boy Bus Boy

Steward
 IHM HAMIRPUR SEM 6TH

Casual
Staff

The Hiring Process

Introduction

The greatest challenge facing the hospitality industry is the human resource. Human resources
are the backbone of the hotel and restaurant industry. Properties compare equally in terms of
architecture, décor and product offered in the same price range and market segment. Investors
have spent millions in vying to outdo each other in improving the physical aspects of the
business but hotels look almost similar. The basic requirements in the restaurant business are
the same, i.e., tables and chairs, cutlery, crockery and food of a certain standard. The question
arises, how does an investor achieve a cutting edge over its nearest competitor? It is achieved
by the people who work in it and the standards of service they provide to the customer. This is
universally acknowledged that the staff of a service-oriented industry makes the difference
between a good and bad experience.

People may say that the labor market is full of people. Then why should the human resources
pose a challenge? The truth is that it is not the number of people that matters, but getting the
right people. In many parts of the world like Europe, North America and Japan, the birth rates
have lowered, and are not in keeping with the replacement requirements. Finding people to do
the service is the problem in these countries where demand of service staff is more than its
supply. In regions with large populations like South Asia, South America and Africa, the shortage
lies in the availability of qualified personnel. Though the hospitality sectors attract the largest
share of the job market, such people are mostly casual workers, primarily students who work in
their school breaks to finance their education. Most would not continue in the hospitality
sector after their education. The hospitality sector does have the challenge to attract the best
talent of the society which may move into engineering, medicine and business management.

Hiring Process Getting the competencies is not easy because it takes very special people who
have the flair and desire to serve people and enjoy it in the process. Skills may be taught but
attitude is inborn in any individual. It requires professional human resource practices to get the
right people for the right job and thereafter maintain them at a high level of motivation available
thereby skewing salary scales and creating ill will with competitors. The hiring process starts
 IHM HAMIRPUR SEM 6TH

well before, in the planning stages, before a person is even contracted in the labor market. Let us
examine those steps in human resource planning that make a difference in the hiring process.

Pre-Recruitment Activity

Recruitment and selection can only be done against specifications set for a job. A job
specification profiles the person required to do the job. To arrive at a job specification there are
many other tasks to be completed. These are explained in fig……

JOB ANALYSIS TASK LISTS JOB DESCRIPTIONS JOB SPECIFICATION

A basic understanding of each is essential to a student and food service professional.

Job Analysis:

A job analysis determines the board elements of a job. This step is important
and has to be accurate as all following tasks faithfully follow what is recorded in this exercise. If
we were to take the example of a server, his or her job analysis would generally look like this:

JOB ANALYSIS

Server
 Mis-en-scene
 Mis-en-place
 Table layouts
 Greeting and seating
guests
 Offering the menu
 Serving
 Clearance
 Presenting the bill
 Exiting the guest

The above information is got by:

 Observation: The person doing the job analysis can simply note a server doing his or her
job, over a period of a week and list the components of the job. The benefit of observing
for over a week is to determine repetitive jobs from those done occasionally. The ones
done repetitively become the core of the job. This may be further confirmed by observing
other in a similar role.
 Interviewing: this is a method of questioning the employees, supervisors, managers and
customers as to their expectations and perceptions of the job. A server does not work in
isolation. His or her efforts impact others in the service chain. For example, the kitchen
 IHM HAMIRPUR SEM 6TH

brigade may want the server to understand the ingredients of the dish that they are
serving. Then again a guest may want the server to escort him or her when exiting the
restaurant. These expectations can be brought in as a component of the job if required.
 Brainstorming: this is a method to get servers and those influenced by his or her work,
like the supervisor, fellow servers, kitchen personnel, support department, etc, to sit in a
room and discuss the job elements. The brainstorming can also be done by experienced
people of the industry.
 Review of existing job descriptions: this is a common method employed. Other exiting
job descriptions are taken from competition or textbooks and modified to the
establishment’s need.
 Work sampling: this is a method of actually doing the job over a period of time and
determining the job components by oneself. This is a tedious but sure method as it is time
consuming. Often supervisors are asked t develop the job elements as they have the exact
know-how from this experience over the ages.
 Guest comments: many establishments install a written guest feedback system to help in
bringing about improvement in products and services. A questionnaire is presented to the
guest at the end of the dining experience, which guests fill on a purely voluntary basis.
 Performance appraisals: employee performance appraisals are conducted by
professional companies as a measure of recording the contribution of the superior and the
subordinate. It also states the server’s own perceptions of the role.
 Hiring outside consultants: they have the knowhow through experience to give an
accurate account of a job or may do the exercise of job analysis and the following tasks
for a consultancy fee.

Task list: From the job analysis, which spells out the broad components of the job, we do
the next step of listing the tasks in each component. This process leads to what is called Task
list. The task list focuses on:

 Specific duties
 Work units
 Materials
 Equipment
 Administrative tasks other requirements

Taking the example of the job analysis of a server as mentioned above, one job component is
called “mis-en-place”, which is a preparation activity before the service. The tasks of the
server within the broad component of mis-en-place are reflected in the job list fig…

The task list clarifies the establishment, the department, the job position and the function
concerned and brings out the following tasks:

Specific Duties: requisitioning, replenishing, folding, polishing lying, familiarizing,

stocking, checking and ordering.

Work Units: the list gives units like 12tables, 48 napkins and station.
 IHM HAMIRPUR SEM 6TH

Materials: there are many materials handled by the server. They include linen, flowers,
cutlery, crockery, glassware, service ware, etc.

Equipment: service equipment and furniture.

Administrative tasks: placing maintenance orders. This section enlarges in supervisory

positions.

TASK LIST
ESTABLISHMENT: XYZ Hotel

DEPARTMENT: Food & Beverage Service

JOB POSITION: Server

JOB FUNCTION: Mis-en Plance

 Requisition fresh linen, flower and operational supplies from the station.
 Replenish salt & pepper shakers, butter dishes, sauceboats, proprietary sauces, sugar
bowl etc.
 Fold 48 napkins,
 Polish silverware.
 Layout the covers of 12tables.
 Familiarize oneself with the dish dujour and “items not available”
 Being briefed by the supervisor.
 Stock the sideboard with fresh cutlery, crockery, and glassware, linen and service ware.
 Check the serviceability of equipment and furniture and place maintenance orders.

C. Job Descriptions: A job description is a written profile of a job. Doing a job analysis and
making a task list ascertain this. This key issues listed in an job description fig. are: the
job title, category, reporting relationships, job summary, duties and responsibilities,
levels of authority and the departments that the job position coordinates with. Continuing
with the example of the server, given below is her or his job description.

A Job Description requires having a clear understanding of the job’s duties and
responsibilities. The job posting should also include a concise picture of the skills
required for the position to attract qualified job candidates. Organize the job description
 IHM HAMIRPUR SEM 6TH

into five sections: Company Information, Job Description, Job Requirements,

Benefits and a Call to Action. A well-defined job description will help attract qualified
candidates as well as help reduce employee turnover in the long run.

JOB DESCRIPTION

Job title: Server

Reports to: a)Captain

b) Senior captain

Job Summary: to provide quick and personalized food and beverage service to guests at
allotted tables as per standards of service laid down and to guest satisfaction.

Duties responsibilities:

1. Attend briefing prior to restaurant opening, well groomed and equipped

with the basic aids of operations such as bottle openers, pens pads and
matches.
2. learns the dujour items, not-available items, menu preparations and their
presentation
3. Complete mis-en-scene and mis-en-place before the restaurant opens.
4. Check all the equipment and furniture at the station for their serviceability
and maintenance requirements.
5. Clean and polish allotted silverware, cutlery, and glassware and china
ware.
6. Stock the sideboard with proprietary sauces, jams, salt, and pepper
shakers, butter dishes, linen and other service ware.
7. Lay table covers as per standards set.
8. Fold napkins as per prescribed attractive styles.
9. Requisition fresh linen and flowers from housekeeping.
10. Air the restaurant and ensure that the station is clean.
11. Receive, greet seat guests.
12. Present wine-lists and menu cards and take orders.
13. Serve food and beverage by the standards of the restaurant.
14. Up-sell food and beverage.
15. Present the bill and receive payment correctly.
Coordinates with:

1. kitchen – for the timely supply of guest food

2. Bar – for the supply of alcoholic beverages.
3. Housekeeping – for the cleanliness, supply of fresh linen and flowers.
4. Engineering – for the maintenance of service equipment and furniture
5. Kitchen stewarding – for the supply of clean service ware.
 IHM HAMIRPUR SEM 6TH

Job specification: A job specification is a written document that profiles the person who has to
do a given job. It is the most important document for the hiring process. A job specification is
driven by the following sub-headings:

JOB DESCRIPTION

Job title: Restaurant Manager

Reports to: F&B Manager

Job Summary: Make sure employees perform a variety of task.

Duties responsibilities:

1. Accomplishes restaurant human resource objectives by recruiting,

selecting, orienting, training, assigning, scheduling, coaching,
counseling, and disciplining employees; communicating job
expectations; planning, monitoring, appraising, and reviewing job
contributions; planning and reviewing compensation actions;
enforcing policies and procedures.
2. Achieves restaurant operational objectives by contributing
information and recommendations to strategic plans and reviews;
preparing and completing action plans; implementing production,
productivity, quality, and customer-service standards; resolving
problems; completing audits; identifying trends; determining system
improvements; implementing change.
3. Meets restaurant financial objectives by forecasting requirements;
preparing an annual budget; scheduling expenditures; analyzing
variances; initiating corrective actions.
4. Plans menus by consulting with chefs; estimates food costs and
profits; adjusts menus.
5. Controls costs by reviewing portion control and quantities of
preparation; minimizing waste; ensuring high quality of preparation.
6. Avoids legal challenges by conforming to the regulations of the
alcoholic beverage commission.
7. Maximizes bar profitability by ensuring portion control; monitoring
accuracy of charges.
8. Publicizes the restaurant by designing and placing advertisements;
inviting food editors to review the restaurant; contacting local,
regional, and national magazines with feature ideas; encouraging
local businesses to hold social events at the restaurant.
9. Maintains safe, secure, and healthy environment by establishing,
following, and enforcing sanitation standards and procedures;
complying with legal regulations; securing revenues; developing and
implementing disaster plans; maintaining security and sprinkler
systems; maintaining parking lot and walkways.
10. Maintains ambiance by controlling lighting, background music, linen
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JOB DESCRIPTION

Job title: F&B Manager

Reports to: F&B Director

Job Summary: Make sure employees perform a variety of task.

Duties responsibilities:

Accomplishes To abide by the rules and regulation of the Hotel.

 To abide by the mission statement.

 To ensure smooth and effective functioning of the entire Food and Beverage operations and service
in the Hotel.
 To guide the Executive chef in his operations, and help him in solving his administrative problems
and maintaining high level food quality.
 To forecast Food and Beverage operational requirements and plans and organize to meet the
projected operational needs.
 To guide and support the Executive kitchen steward in the routine operations.
 To ensure that effective, quick and pleasant service is rendered to the Guests and also ensure that
warn cordial, congenial Guests Relations are maintained at all times.
 To initiate programs on Guest Recognition, and to pet forth various incentives to achieve Guest
recognition in various outlets. To obtain comparative menu prices of competitors and ensure that
competitive prices are maintained.
 To receive comparative menus and revise them according to the following schedule.
 To obtain comparative menu prices of competitors and ensure that competitive prices are maintained.
 To receive comparative menus and revise them according to the following schedule.
 To ensure coordination with the F&B CONTROLLER.
 To standardize the services of each and every item being served in the Hotel and ensure that the
standards are maintained of various items.
 To obtain comparative menu prices of competitors and ensure that competitive prices are maintained
 To receive the menu prices of competitors and ensure that competitive prices are maintained.
 To receive the Menu sales summary and ensure that the unpopular items are deleted and proper items
are added from time to time.
 To ensure that the Asst. F&B Managers, Sous Chefs and the Executive Kitchen steward are kept
informed of the various developments in the international market and for this purpose to hold
occasional workshops/discussions and training sessions.
 To ensure that regular training programs are organized in various outlets, kitchen and kitchen
stewarding and for this purpose to liaise with the Training Manager.
 To arrange bands/pianists and other entertainment in the hotel and ensure that they are of high quality.
 To hold food festivals from time to time in co-ordination with the Embassies / Trade commissions.
and other hotels overseas.
 To line with the approval of the GM foreign entertainment talents for specialty restaurants from time
to time.
 To Co-ordinate with Personnel Manager, for hiring / disciplinary actions / performance evaluation of
various personnel policies in the hotel and ensure adherence to stipulators.
 IHM HAMIRPUR SEM 6TH

The example of the server continues here:

C. Job specification: A job specification is a written document that profiles the person who has
to do a given job. It is the most important document for the hiring process. A job specification is
driven by the following sub-headings:

 Job title
 Category
 Education
 Experience
 Skills
 Competencies

Job Specification

Job Title: Food and Beverage Server

Category: Front-line staff

Education: J unior college or class X with preferable a craft course in

food service.

Experience: A minimum 1year.

Skills: customer relations skills.

 Suggestive selling
 Service skills
 Problem-solving skills
 English language skills local dialect is preferred.
 Computer literate to use e-order pads
Competencies:

 Energetic
 Hygiene conscious
 Team worker
 IHM HAMIRPUR SEM 6TH

Job Specification

Job Title: Restaurant Manager

Category: Top Level Management

Education: 3year Degree & Experience of Minimum 5 Years

Experience: A minimum5 year.

Skills: People Management, Planning, Giving Feedback, Customer Service,

Developing Budgets, Self-Motivated, Energy Level, Multi-tasking,
Resolving Conflict, Verbal Communication

Competencies:

 Energetic
 Hygiene conscious
 Team worker
 Disciplined

Job Specification

Job Title: Food & Beverage Manager

Category: Top Level Management

Education: 3year Degree & Experience of Minimum 5 Years

Experience: A minimum5 year.

Skills: People Management, Planning, Giving Feedback, Customer Service,

Developing Budgets, Self-Motivated, Energy Level, Multi-tasking,
Resolving Conflict, Verbal Communication

Competencies:
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D. Duty Rota:-
The object of duty Rota is ensuring that all the necessary duties are covered in order that
efficient service may be carried out. The nature of Duty Rota will be according to the type of
establishment, the duties to be performed, no. of staff available, time of shift, weather a
split/straight.
A duty Rota also provides the bases for staff training. Detailed list are drawn up for all the tasks
and duties that must be covered. These tasks and duty list will also identify the standards that are
to be achieved for the operation.
Example for a Duty Rota for service duties for a table service operations and show how they may
be allocated.
An Example of Duty Rota:-

Day/Steward Ram Shyam Tom Harry Peter Amir Akbar

Monday 1 2 3 4 5 6 7
Tuesday 2 3 4 5 6 7 1
Wednesday 3 4 5 6 7 1 2
Thursday 4 5 6 7 1 2 3
Friday 5 6 7 1 2 3 4
Saturday 6 7 1 2 3 4 5
Sunday 7 1 2 3 4 5 6

1- Day off
2- Linen Change
3- Store Pickup
4- Sideboard arrangement
5- Back Area Operations
6- Buffet Set up
7- Food Pickup
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Shift Rota: Shift Rota is also known as “Staff Schedule”. It is a format in which the staff
members are distributed in to different shifts of the day. It also enables to rotate day offs
evenly. Any special requests for days off or shifts should be granted as far as possible, unless it
effects the operations. There are a few points to be considered when making Shift Rota.

 Maximum & most efficient staff must be assigned during the peak and rush hours.
 Whenever necessary, overlapping of shifts should be done.
 Off days must be evenly distributed throughout the week.
 Staff must be rotated through all shifts, being impartial to all.
 Days off rush should be kept in mind.

The Rota must be signed by the Restaurant Manager, & it should be prepared & displayed at
least two days before it becomes effective.

Name/Day Monday Tuesday Wednesday Thursday Friday Saturday Sunday

ABC O M M M M M M
DEF M O M M M M M
GHI E E O E E E E
JKL E E E O E E E
MNO N N N N O N N
PQR M M E E N B/D O
An Example of Shift Rota

M- Morning Shift O- Day off N- Night

E- Evening Shift B/D- Breakfast & Dinner Shift

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SUPERVISES

 Executive Chef / Chef –de-Cuisine

 Assistant F&B Manager
 All Restaurant and Bar Manager
 Executive Kitchen Steward

Area of Operation
All Food & Beverage areas of the Hotel

Hours of Operation
Hired for job completion and not for hours of work

Authority
Complete operational authority in the recruitment, promotions, transfers, increments,
performance evaluation and disciplinary actions of all personnel working in the Food &
Beverages Department Complete authority for transferring staff in the Department.

Interdepartmental Co-ordination
 With the Front Office for Daily forecast of arrivals including groups and convection arrivals
to determine requirements for the production and service areas.
 With the Housekeeping Department –for maintaining a smooth flow of linen and uniform
requirements and the maintenance and cleanliness in all Food & Beverage areas.
 With Engineering Department –for ensuring good maintenance of all food and beverages
equipment and to ensure a high level of guest comfort in the public areas through regular
maintenance and efficient air-conditioning.
 With the accounts Department – for the analysis of all financial statements and accounts
reports pertaining to the Food and beverage Department.
 With the Personnel Departments – to participate in the recruitment of all staff in the
production and service areas and for performance evaluation of executives and staff in the
Food & Beverages Department and all matters pertaining to promotions, increments and
punishments.
 With the Purchase Department for setting up standards and specifications of Food &
Beverages items and testing, grading and approving new for the products in the market.
 With the training department to ensure that continuous training is imparted to F&B
personnel.
 IHM HAMIRPUR SEM 6TH

In addition to the above mentioned duties and functions any other assignment given occasionally
or on a daily basis by the immediate supervisor or the management.

 To organize and develop his restaurant service personnel by constant motivation and
Training in order to provide satisfying working conditions to optimize Guest satisfaction.
 To ensure that Food and beverages sales and control procedures are followed as prescribed
by the management.
 To maintain control over the payroll and staffing.
 To handle Guests complaints and redress Guests grievances.
 To prepare staff budgets, sales volume forecasts and profit targets.

Staff Training
 Training staff on the on-going job.
 All service personnel working in his department
 Operational controls.
 Restaurants cashiers working for his department.
 Kitchen staff working behind buffets.
 Housekeeping staff, cleaning the restaurant.

Eco and control Responsibilities

 To follow energy conservation methods.
 To follow three bin rule religiously for recycling of paper.
 To follow water conservation methods.
 To follow and educate eco- methods to other fellow friends and acquaintances.

Safety
 Sprinkler situated at every eight feet.
 Smoke Detectors are installed at the ceiling.
 Water blowers are installed at every floor.
 Extinguishers are installed on every floor.
 Pest-O-Flash is installed in kitchens.

Qualities of a Restaurant Manager:

1. Stress Management
this is an essential quality. When managing a restaurant, the potential stressors don’t
seem to come to an end. Dealing with employee conflicts, managing cash flow, tracking
the inventory – letting these things stress you out will only get in the way of a smooth-
running business. Restaurateurs should be able to handle stress effectively; food service
managers will often operate over 12 to 15 hours a day.
2. Multi-tasking
Again, very important. Being on top of things is essential, and often involves answering
 IHM HAMIRPUR SEM 6TH

the phone, managing staff, mingling with customers and a lot more. Multi-tasking is
crucial when it comes to staying organized, and staying organized is the key to
streamlined business operations.
3. Passion
if lacking in passion, successful management is impossible and success will remain out of
reach. Restaurant managers must be passionate about what they do, and determined to
succeed. Passion makes things happen. Without it, the whole establishment will collapse
4. Record keeping
all restaurateurs are required to stay on top of employee records. This involves keeping
track of hours worked and pay received for every individual employee, and having an
awareness of minimum wage, overtime pay and so forth. This also encompasses keeping
track of staff availability and absences.
5. Inventiveness
introducing new ideas is a crucial part of management. When you operate on fresh ideas,
your staff will stay motivated and your customers will keep coming back. One shouldn’t
be afraid of breaking away from tradition – staying creative will help you stay ahead of
competition.
6. Responsibility
all managers must be responsible for the distribution of safe and sanitary produce.
Managers must be aware of all federal requirements at all times.
7. Social Skills
when operating a restaurant successfully, management must have the ability to build
relationships with customers. Managers should never see their guests as “one-time
transactions.” Customer relationships are paramount, as it is crucial that each person
dining feels welcome back.
8. Knowledge of Product
it is important that all managers have an in-depth knowledge of the goods they are
distributing. In management, tasting food is crucial. Spend time in the kitchen, mingle
with the chefs. Knowing what is going into the mouths of your guests is absolutely
essential.
9. Systemized Thinking
The energy, ideas and passion that goes into building a successful restaurant will always
serve better on paper. Think about what your restaurant needs and put it in print. Find a
way to systemize your ideas, so that you can measure your success.
10. Profitable Thinking
As a manager, it is important that you always prioritize profit. If you decide that you want
to renovate the kitchen, ask yourself if it is going to be beneficial in the long-run. If a
decision is going to lead to a greater loss than profit, put it off. Always stay focused on
small steps forward.
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11. Other requirements: these include getting information of dish du jour from the chef as
also items on the menu that is not available. Being briefed is another requirement.

Banquet
Banquet manager- He in a charge of all function of the banquet department he is responsible
for the following:-
 Function arrangement details.
 Communicating date of function, time, no. of guest etc.
 Briefing the banquet head waiter.
 Preparing budget.
 Planning menu for function.
 Procuring equipments for banquet.
 Sales promotion plan.
 Recruiting training staff.

Banquet Head waiter- He in charge of banquet hall and responsible for the following:-
 Engaging staff for casual basis for function.
 Maintain list of staff.
 Executing the function according instruction.
 Briefing banquet waiter.
 Getting the hall set for the function.

Dispense Barman- A temporary dispense bar is set up during the function in banquet premises
by the dispense bar man.
 Collect drinks from the main bar.
 Allocate bar stock for functions.
 Setting the bar with accessories.
 Organizing bar staff.
 Allotting duty to bar staff.

Room Service
Room Service Manager- He is responsible for the following:-
 Preparing budget for the department.
 Compiling room service menu card.
 Prepare sales report.
 Analyses sales.
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 Handling guest complaint.

 Recruiting training staff.
 Coordinate with other department.
 Controlling labor cost.
 Monitor performance of staff.

Room service order taker:

 Taking order.
 Suggestive selling.
 Preparing the bill.

Room Service Captain:

 Receiving order from the order taker.
 Maintain log book.
 Briefing room service steward.
 Ensuring cleanliness in department.
 Maintain stock for room service.

Room Service Steward

 Setting up room service trolley.
 Stocking dispense bar.
 Cleaning tray from room.
 Placing fruit basket in room.
 Carrying trays to room and serving.

Lounge

Head waiter
 Taking order from guest.
 Making KOT/BOT.
 Supervising lounge service.
 Insuring cleanliness.
 Briefing lounge service waiter.
 Maintaining stock of lounge pantry.

Lounge waiter
 Presenting bill.
 Personal grooming.
 Carrying to lounge and serving to guest.
 Information guest complaint.
 Collecting dishes from dispense bar.

Bar
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Bar manager:
 Supervising alcohol service.
 Forecasting volume of sale.
 Purchasing bar equipment.
 Preparing budget for bar.
 Identifying alcoholic supplier and procuring from them.

Head bartender:
 Supervising bartenders.
 Scheduling Rota.
 Receiving stock.
 Maintaining par stock.
 Training bar staff.

Bartenders:
 Recording sale.
 Helping drunken guest.
 Keeping his counter clean.
 Taking opening and closing stock.
 Washing glassware and bar tools.
 Mixing and serving drinks to guest.

Bar waiter:
 Keeping the mise en place ready.
 Recording beverage order on bot.
 Serving alcohol drink at the guest table.
 Clearing glasses and leaving them for wash.
 Keeping table clean.

Dispense Bar
Dispense barman:
 Maintaining dispense bar.
 Supervising.
 Taking closing and opening stock.
 Preparing sale report.
 Keeping dispense bar clean.

Important Qualities of a Captain are: (This must be expanded and written for the exams)
 Personal hygiene
 Punctuality
 Honesty
 Loyalty
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 Conduct
 Personality
 Attitude towards the guest
 Sense of urgency
 Product knowledge
 Local knowledge
 Memory
 Team spirit
 Communication skills
 Possess leadership skill

Attributes of food service personnel

The personnel who wishes to progress in service industry must attain certain standards. 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 staff is well-trained and efficient, they can, to a
certain extent, make up for other shortcomings in the services provided. It is most important
that the service staff create a good impression on the customer. The following points will help
him in achieving these standards.

1. Attitude
Attitude is a buzzword nowadays. We wear an attitude, which is something that we own and are
responsible for. It comes from within and can be positive or negative based on ones experiences.
Key attitudes required in Food Service Operations.

 Joy of serving people. People give business to those with better service, which earns
better paychecks, gratuities and repeat guests. Service is the cutting-edge component of
competition in today’s market.
 A cheerful attitude is infectious and spreads cheer and goodwill to others. It fosters a
pleasant and tension-free workplace.
 Cooperation with team members invites cooperation from them.
 Pride is one’s work brings excellence. Pride converts routine work to work with
difference, e.g. showmanship, sincerity, and enthusiasm.
 Initiative is a valued competency nowadays. Excellence is achieved through innovation
and new ideas. Food service professionals must look for new ideas and introduce them or
suggest them.
 Salesmanship earns extra dollars.

2. A professional and hygienic appearance:

This is of the utmost importance as the waiter is constantly handling food and working near the
guest. Personal freshness is of great importance and he should be shaven, his hands immaculately
clean with well trimmed, clean nails and his hair must be short and well groomed. For
 IHM HAMIRPUR SEM 6TH

waitresses, the hair should be short or it should be tied up; no excessive make-up or jewellery
should be worn. The waiter should not sneeze, cough or blow his nose near the food whether in
preparation or service.
The uniform must always be clean and well pressed especially trousers and jacket.
Shoes should be well polished and black socks worn. For waitresses, blouses and skirts or
dresses, whatever type of uniform is required, as well as the appropriate aprons, should always
be clean and smart. Being clean and smart in appearance gives one the confidence to work well
and first impression.

3. Knowledge of Food and Beverages:

The waiter must have sufficient knowledge of all the items on the menu and wine list to advice
and offer suggestions to the guest. He must know how to serve correctly each dish on the menu,
what its accompaniments are, the correct cover, the make-up of the dish and its appropriate
garnish and also how to serve various types of drinks in the correct glasses and at the right
temperature. It is not possible to sell a product without having adequate knowledge.

4. Punctuality

Punctuality is all important. If a waiter is continually late on duty, it shows a lack of interest in
his work and a lack of respect for management.

5. Local Knowledge

In the interest of his guests the waiter should have certain knowledge of the area in which he
works so that he may be able to advice the guests on various forms of entertainment offered, the
best means of transport to places of interest and so on. This knowledge shows that the waiter is
doing his utmost to give the guest satisfaction.

6. Personality/Showmanship

The waiter must be tactful, courteous, good humored and of an even temper. He must converse
with the customer in a pleasing and well spoken manner and the ability to smile at the right time
pays dividends. With these attributes the waiter will help the management by becoming a good
salesman.

7. Attitude to Guests

The correct approach to the customers is of utmost importance. This must not be servile, but
anticipate the guest needs and wishes. A careful watch should be kept on the guests at all times
during the service without staring. Care should always be taken when dealing with the guest who
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will only aggravate the situation, but refer all complaints to someone in authority in the food
service area, i.e., Restaurant Manager and/or Head Waiter. Positive attitude towards guest will
make the service staff successful in their career.

8. Guest satisfaction:
The food and beverage staff must see that the guest’s wishes and needs are completely satisfied.
It is of great importance to anticipate guest’s needs. If a guest is comfortable in his/her
surroundings, then this is because of the warm and friendly atmosphere in the food service area,
and the team spirit among the waiting staff.

9. Memory:

This is an essential asset to the waiter. It may help him in various ways in his work if he knows
the likes and dislikes of his guests, i.e., where they may like to sit in the food service area, what
are they favorite drinks and so on.

10. Concentration & Skills

Waiting at a table requires concentration & skills. Service staff should develop a scene of
urgency in the performance of their duties. Good service may not be commented upon, but bad
service is surely noticed & talked about. Service should be prompt without the show of haste.

11. Honesty

This is all important to the food service professional in his dealings with both the customer and
the management. If there is trust and respect in the waiter-customer-management relationship,
then there will be an atmosphere for work which encourages efficiency and a good team spirit
amongst the food and beverage service operators.

12. Loyalty

The staff’s obligations and loyalty are firstly to the establishment in which they are employed
and its management. They should not bad mouth the organization or colleagues to any one or
promote the competitors’ business.

13. Sense of urgency

So that the establishment has the maximum amount of business over the service period with as
high a net profit as possible, the staff must develop a sense of urgency.

As a Food & Beverage Service personnel of a restaurant, you are responsible for:
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 Preparing for service.

 Greeting guests
 Taking the order
 Serving the order
 Creating a friendly atmosphere where guests can enjoy themselves.
 Completing service
 Helping co-workers as needed.