T-4 - Professional Expectations (45 minutes)

Description: All careers demand a level of professionalism. For a Food & Beverage
Steward, meeting professional expectations is of the utmost importance in order to ensure
guest satisfaction and overall success of the restaurant. In this session, participants will learn
about the particular professional expectations for a Food & Beverage Steward and how to
meet those expectations every day.

Participant Learning Objectives:

By the end of the lesson, I will be able to:
● Describe the importance of meeting professional expectations.
● Describe the expectations for grooming, timeliness, and shift briefing.
● Demonstrate meeting expectations for grooming, timeliness, and shift briefing.

Key points:
● Meeting professional standards is a basic requirement and expectation for a steward.
This is vital for both the success of the restaurant and the steward's personal career.
● Grooming is one of the most important features of a steward. The steward reflects the
restaurant since he/she is in direct contact with guests. There are differences in
grooming for male and female servers. Managers will notice and value a steward's
consistent ability to comply with professional grooming standards.
● A steward must demonstrate consistent timeliness. A timely arrival means you arrive
before your shift officially begins. This ensures that the steward is ready for the
his/her shift, briefed on all important information, and prepared to ensure a seamless
transition between stewards.
● A steward must carry basic required supplies. This ensures that the steward is ready
to help guests at all times.
● Briefings may be the most critical communication point between management and
staff. This is the opportunity for upward and downward communication.

Behavioral ● Orientation Mindsets ● Personal Responsibility

Skills to Detail

Key Terms ● Profession Materials ● T-4 Professional Expectations

al Participant Handout
expectation ● Optional: Bring as many of the
s following steward supplies as
● Grooming possible so you can show
● Timeliness participants what these look like
● Shift and how they work: Waiter’s cloth,
● Shift ballpoint click pen, wine opener,

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 briefing clean handkerchief, Match
box/lighter, Kitchen Order Ticket
and Beverage Order Ticket pad
(KOT/BOT pad), Nameplate

Session ● This session builds upon information from T-3.

Sequencing

Performance ● a. Consistently meet professionalism standards of appearance

Goals timeliness and employer protocols.

Session ● Observe participants during the practice as they analyze the case
Assessment study and reflect on their own professionalism.

Time Activity

5 minutes Opening

20 minutes Content: Professional Expectations

● Introduction
● Grooming
● Steward Supplies
● Timeliness
● Check for Understanding
● Briefings
● Check for Understanding

15 minutes Practice: Case Study & Reflection

● Introduction
● Debrief

5 minutes Closing

PREPARATION
● Ask a participant to write the learning objectives on the board.
● Create 7 slips of paper. Write one of the following on each of the slips:
○ Grooming standards
○ Non-available items and specials for the day
○ Steward supplies
○ Staff grievances and staff feedback from previous day
○ Menu details (items on the menu, preparation methods, preparation time, sauces
used, accompaniments, prices, portion sizes, etc.)
○ Table reservations or VIPs and day’s assignments (including table allotments)

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 ○ Training tips, guest complaints

OPENING (5 minutes)
Instructor note: This section will allow participants to activate previous knowledge that they
have about professional expectations for F&B Stewards.

● Have a different participant read out each learning objective.

● Say: In the previous session, you were introduced to the basics of the steward role. Now
that you know what a steward is and what a steward is expected to do, I’m going to give
you a few scenarios.Think about how you would feel or act in each of the following
situations.

Instructor note: Read the following scenarios. Then, call on participants for responses.
1. You are eating at a premium hotel and your steward’s appearance is concerning to
you. His clothing is wrinkled, his face is unshaven, and his hands are dirty. How would
you feel about this?
2. You are working in a cafe, and one of your fellow stewards is always late to work.
What would this make you think about him? What do you think would happen to this
person?
3. You are eating in a fine dining restaurant, and your steward takes your order. Ten
minutes later, she comes back and tells you that the restaurant doesn’t have the
supplies for the dish. How would you feel?

● Say: Thank you for sharing your ideas. In these cases, the steward is not meeting
professional expectations, which is the topic for this session.
● Ask: What does it mean to have an expectation?
○ Turn and TalkFT and then Share Out.FT

● Say: An expectation is something that your boss or manager will assume you will do. A
professional expectation is a basic behavior that you must meet as an F&B Steward
without being told.

● Say: In this session, we will learn some basics of being a great F&B Steward so that you
will know exactly what is expected of you.

CONTENT - PROFESSIONAL EXPECTATIONS (15 minutes)

Instructor note: This section will introduce participants to the basic professional expectations of
an F&B Steward.

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Introduction
● Say: There will be many different types of professional expectations for a Food and
Beverage Steward. We will talk about each of them in turn.

Grooming
● Say: Earlier, I asked you what you would think if your steward was messy and dirty
when serving you. Now, I would like you to think about what you would like your steward
to look like.
● Ask: If you could describe what you think the best steward would look like, what would
you say? Think about this person’s clothes, dress, and overall look.
○ Turn and TalkFT and then Share Out.FT

Instructor note: As participants share their ideas, write them on the board.

● Say: When we talk about a steward’s overall appearance, we are talking about
grooming.
○ Ask: Many restaurant managers think that grooming is one of the most
important characteristics for a steward. Given what you know about premium
hotels, why do you think this might be?
■ Turn and TalkFT and then Share Out.FT

● Say: The steward reflects the restaurant since he/she is in direct contact with guests. If a
steward looks neat, clean, and well-dressed, guests will have an immediately positive
impression of the restaurant. If the steward’s clothes look old or his hands are dirty,
guests will have a negative idea about the restaurant.
○ Say: Both guests and managers will notice whether a steward meets
professional grooming standards.
● Say: We are now going to talk about some specific expectations for grooming. Some of
these will be different for males and females. Please take note of what we discuss on
your handout under the “Grooming” section.

Instructor note: Read aloud the following list of grooming standards. While reviewing the
information, highlight any answers that participants brainstormed earlier. If appropriate,
give participants specific directions on how to maintain these grooming standards (e.g. “Buy and
wear deodorant every day”). Answers to the guided notes are bolded.

● Male Stewards:
○ Hair should be clean and cut close.
○ Uniform should fit, be clean, and be ironed.
○ Shoes should be shined.

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 ○ Nails should be trimmed and very clean.
○ Face should be closely shaven.
○ Be aware of any odors (body, breath, etc.) and take care of them as needed.
● Female Stewards:
○ Hair should be clean and tied back away from the face.
○ Uniform should fit, be clean, and be ironed.
○ Wear comfortable but professional shoes; no heels, no tennis shoes.
○ Wear light makeup. Light jewelry is also acceptable.
○ Nails should be trimmed and very clean.
○ Be aware of any odors (body, breath, etc.) and take care of them as needed.

● Say: These are the basic grooming expectations. You should always make sure that you
dress and groom yourself in a way that gives the very best representation of a steward.
● Ask participants if they have any questions about grooming expectations.

Steward Supplies
● Say: In addition to grooming standards, there are other expectations you will need to
meet. One of those is always carrying basic steward supplies with you.
● Ask: What is one thing that you think a steward should always have with him or her?
○ Turn and TalkFT and then Share Out.FT

Instructor note: As participants share their ideas, write them on the board.

● Say: Thank you. Now, let’s see how many you had correct! Write down the seven
steward supplies under that section on your handout. Number them as you write them.

Instructor note: Read aloud and describe each of the following steward supplies. While
reviewing the information, praise any correct answers that participants brainstormed earlier. If
you brought any of the supplies listed below, show them as you describe them.

● Waiter’s cloth
● Ballpoint click pen
● Wine opener
● Clean handkerchief
● Match box/lighter
● Kitchen Order Ticket and Beverage Order Ticket pad (KOT/BOT pad)
● Nameplate

● Give Directions:
1. I am going to read you a quick description of an item.
2. After I read it, take 30 seconds to decide which item I am describing.

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 3. When I say “Go!” hold up that many fingers to show which item you are guessing.

Instructor note: Use your technical expertise to provide any additional information on the
steward supplies. If participants show a wide variety of responses for any of the questions,
make sure to elaborate and explain the correct answer.

Description Correct Answer

Used for taking down food and beverage orders. This 6 - KOT/BOT pad
might be two separate pads or one pad for both
orders.

Should be carried for a variety of uses such as lighting 5 - Match box/lighter

a guest’s cigar/cigarette.

Should be carried over your left wrist; used for holding 1 - Waiter’s cloth
hot items or cleaning small spills or messes.

Used for writing down orders quickly on your 2 - Ballpoint click pen
KOT/BOT pad.

Has the logo and your name; should be worn to the 7 - Nameplate
left of your uniform over your chest.

Used for personal use such as wiping perspiration. 4 - Clean handkerchief

Multi-purpose tool with a knife, corkscrew, and bottle 3 - Wine opener

opener.

Timeliness
● Say: So far, we have discussed two important professional expectations: grooming and
steward supplies. You need to show up looking clean and sharp and having the supplies
so that you can do the job right. The third expectation you need to meet is timeliness.
○ Ask: Why is it important to always be on time for any job?
■ Turn and Talk,FT then Cold CallFT a participant to share his/her answer.
● Say: A steward is always expected to be on time. In fact, write this statement on your
handout under timeliness: early is on time, and on time is late.
● Say: Under that, you can write these important reasons to show up early for your shift.
○ Say: Preparation—If you show up right when your shift begins, you will not be
able to prepare for your shift, so you will be late by the time you are ready to start
working.
○ Say: Briefings—You also need to be early so that you can be briefed on all
important information. We will talk about briefings next.

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 ○ Say: Transitions—Finally, you need to be early so that you can make sure you
transition from the steward who was working before you. This transition needs to
be seamless for the benefit of the guests.

Check for Understanding

● Say: Now, please flip your handouts over. We’re going to do a quick review. With your
partner, take turns answering the next few questions. After the answering partner has
shared, the listening partner can look at their notes to check the answer.

● Ask the following questions. Turn and Talk.FT

○ If you are a male steward, what are three grooming standards you should always
meet?
■ Possible answers: Hair should be clean and cut close; uniform should fit,
be clean, and be ironed; shoes should be shined; nails should be trimmed
and very clean; face should be closely shaven; be aware of any odors
(body, breath, etc.) and take care of them as needed.
○ What are thee grooming standards that you need to follow if you are a female
steward?
■ Possible answers: Hair should be tied back away from the face; wear
comfortable but professional shoes; no heels, no tennis shoes; wear light
makeup. Light jewelry is also acceptable.
○ What are three supplies that you should always carry with you?
■ Possible answers: waiter’s cloth; ballpoint click pen; wine opener; clean
handkerchief; match box/lighter; KOT/BOT pad; nameplate.
○ What is a KOT/BOT pad?
■ Answer: Kitchen Order Ticket and Beverage Order Ticket Pad
○ Why is it important to carry a matchbox or lighter?
■ Possible answer: A client might want a light for a cigar or cigarette.
○ Why is it important to show up EARLY for your shift?
■ Possible answer: It is important to show up early for a shift so that I can
make sure that I am prepared to start with all my supplies when my shift
begins. I need to be able to seamlessly transition from the steward who
was working before me.

Instructor note: After asking each of the questions and giving pairs time to Turn and Talk,FT
Cold CallFT a participant to share his/her answer.

Briefings
● Say: The fourth and final basic expectation for a steward is to attend and take note of
any information presented in the shift briefing.
○ Say: A briefing is a short meeting that will occur before a particular shift begins.
In a briefing, staff members will stand in a circle with the manager in either the
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 kitchen or the dining room BEFORE guests arrive for a meal. The manager will
lead this meeting and give the staff members the information needed.
○ Say: Briefings may be the most critical communication point between
management and staff. This is the opportunity for the management to give
stewards necessary information and for the stewards to ask any important
questions.
● Say: These are the possible agenda items that your manager may address at a briefing.
Please fill in the blanks of your handout.
○ Grooming standards
○ Knowledge of the menu. Stewards may be quizzed on any aspect of the menu
including preparation methods, time required to prep, sauces used,
accompaniments, prices, which meal a dish is served, portion sizes,
○ Servers' knowledge of non-available items and of specials for the day
○ Staff feedback on operations from the previous day
○ Staff suggestions for improving restaurant performances
○ Table reservations or VIPs staying in the hotel
○ Training tips or guest complaints
○ The day's assignments including table allotments

Check for Understanding

● Ask each of the following questions, then Share Out. FT
○ What is a briefing?
■ Possible answer: A short meeting that will occur either in the kitchen or
the dining room in which the manager will give staff members needed
information.
○ When does a briefing occur?
■ Possible answer: The briefing will occur before guests arrive for a meal or
before a particular shift.
○ How might a manager ensure that all of the staff members have met the
standards for grooming?
■ Possible answer: The manager will check the staff members at the
briefing meeting to make sure that they meet all of the standards.
○ Why might a manager want to quiz his stewards’ knowledge of the menu?
■ Possible answer: The stewards need to make sure they know all of the
menu items so that they are prepared to answer any guest questions.
○ What might happen if a manager does not brief his staff before a shift?
■ Possible answer: If a manager does not brief his staff, the staff members
might not receive valuable information that they need in order to provide
the best service for their guests.
○ What is your responsibility as a staff member during a briefing?

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 ■ Possible answer: It is my responsibility to listen to all of the information
that the manager provides. I should take notes and ask questions as
needed to make sure that I am fully prepared for my shift.

PRACTICE: CASE STUDY AND REFLECTION (15 minutes)

Instructor note: This section gives participants the opportunity to analyze the professionalism
of a steward through a case study before they analyze their own professionalism while attending
Generation.

Introduction
● Say: Now that we have discussed the professional expectations for a steward, we’re
going to analyze a steward’s professionalism through a case study.

● Give Directions:
1. Find a partner seated near you.
2. Read through the brief case study on your handout.
3. As soon as you have finished reading, answer the questions at the end. Both you
and your partner should record your answers on your individual handouts.
4. You will have 5 minutes to work together.

Instructor note: Walk AroundFT while participants are reading and answering the case study
questions. Ensure that they are staying on-task and giving thoughtful answers to the questions.
After looking through the possible answers below, push participants to reach the correct
answers AND explain any negative consequences where appropriate. After 5 minutes, call the
group back together.

Case Study

Case Study: Ajit has been working as a steward at the Hyatt Regency for 4 months. Usually,
he is careful to give himself an hour to get to work—even though it only takes him 35 minutes
of traveling time. Last night, he didn’t get home until 2am in the morning. The restaurant was
having a banquet and his manager asked him to stay late. When he got home, he set his
alarm for 6:30am thinking that he could get ready for work in 20 minutes, travel for 35 minutes
and then report to work by 7:25am—5 minutes before his 7:30am shift started.

When Ajit’s alarm clock went off at 6:30am, he rolled over exhausted and decided to get 5
more minutes of sleep. He was so tired from his 12-hour shift yesterday! After 5 minutes, he
rushed around the room to prepare for the day. He only had 15 minutes to bathe, eat
breakfast, iron his uniform, and catch the bus. Running late, he decided to bathe but did not
iron his uniform. He could not find his house key and ran out the door 5 minutes late.

“Oh no!” Ajit said out-loud, “The bus has already come! I am going to be so late!” Instead of

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waiting for the next bus, Ajit decided to take a rickshaw to work even though it was more
expensive. Flagging down a rickshaw, he jumped in and shouted at the driver to go as quickly
as possible. The rickshaw driver pulled up at exactly 7:28am. Running inside, he clocked in at
7:30am just as the morning briefing was beginning. His manager looked at him but said
nothing.

Questions:
1. What professional expectations did Ajit fail to uphold? How? List as many as you can.
a. Possible answer:
i. Timeliness: Although Ajit was exactly on time, we know that “on-time” is
actually late. He did not give himself enough time to prepare for his
shift. This would have left him flustered and pressured before the day
even began.
ii. Grooming: Because Ajit was running late, he did not iron his uniform.
This is a clear professional expectation. Failing to meet professional
grooming expectations reflects poorly on the restaurant.
iii. Briefing: Although Ajit clocked in to attend most of the briefing, he
missed the very beginning of it. While this may not have negatively
affected his ability to learn important information, it may negatively
affect his manager’s perception of him.
2. Ajit made several mistakes throughout the morning which made him late. What are
three things that he could have done differently to set himself up for success?
a. Possible answer:
i. Ajit could have set his alarm earlier.
ii. Ajit could have gotten out of bed the minute his alarm went off.
iii. Ajit could have placed his keys in a more thoughtful place so that he
was not late.
3. Once he realized that he was running late, Ajit came up with a creative solution. What
was it? How did this demonstrate personal responsibility?
a. Possible answer: Instead of waiting for the bus (which would have made him
very late), Ajit took personal responsibility by coming up with a creative solution
to get to work more quickly—he called a rickshaw. Instead of developing a
victim mindset or blaming his circumstances, Ajit knew that he had to solve his
own problem even if it cost money.

Debrief
● Cold CallFT several different pairs to share their answers with the group. If necessary,
provide additional context to their answers. Spend no more than 5 minutes on this.
● Say: Now that you have thought about Ajit’s professionalism, it’s time to think about
yourself.

● Give Directions:
1. Look at the final page of your handout.
2. Think about the professional expectations of grooming, supplies, and timeliness.
3. Now think about your own performance at Generation.
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 4. Write about the ways that you are already meeting the expectations that your
new manager will have for you.
5. Then, think about how you might need to improve your professionalism to meet
the standards of a steward working at a premium hotel.
6. You will have 5 minutes to reflect on your own performance.

Instructor note: Walk AroundFT while participants are completing their self-reflections. Ensure
that they are staying on-task and giving thoughtful (and accurate) answers to the questions.
Because this activity is designed solely for self-reflection, participants will not Share OutFT
their answers. After 5 minutes, call the group back together.

● Say: Thank you so much for your thoughtful reflection. Because professional
expectations are such an important part of your job, we will continue to revisit these
through the Generation program.

CLOSING (5 minutes)
Instructor note: During this section, participants review the learning objectives to remember
what they learned in the session.

● Ask the following question. Have participants Turn and Talk FT and then Share
Out.FT
○ How can you use our mindset of personal responsibility to make sure that you
meet all of the professional expectations of an F&B Steward? Think about steps
that you can take before you show up to work for each shift.
■ Possible answer: I need to take steps to make sure that I am meeting all
of the expectations every time. It is my responsibility to make sure that I
am well-groomed, one time with my materials, and listening carefully and
asking questions during a briefing.
○ Ask: Why do you think orientation to detail is so important when thinking about
meeting these professional expectations?
■ Turn and TalkFT and then Share Out.FT
■ Possible answer: Meeting these professional expectations is all about
detail. For example, to be properly groomed, I need to make sure I am
always paying careful attention to all parts of my appearance and
presentation. I need to make sure that I am asking specific questions in
the briefing so that I can have all of the details prepared to share with the
guests. Focusing on these details will show the manager that I am a good
worker who cares about the position.

● Review the learning objectives.

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Thank all participants for their effort in the session!

-- End of Session --

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