CHAPTER 2

Staff Attributes, Skills and Knowledge

BY: MUMTAZUL ILYANI

 Success in Food & Beverage
Service
 Staff need higher standards of knowledge and
skills to improve in confidence and performance
 Food and beverage service links customers to

the menu, beverages and other services offered

in an establishment
 The server’s role is important as the main point

of contact between the customer and the

establishment
 F & B service skills and knowledge are
transferable between establishments, sectors
and throughout the world
 Success in F & B service demands staff to

have:
 Sound product knowledge
 Well developed interpersonal skills
 A range of technical skills
 The ability to work as a part of a team
 RULES FOR WAITER
 Waiters must be clean and smart and should never
wear
cologne.
 Under no circumstances should a waiter never 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.
 While attending to the customer, the waiter should make sure the
diner’s coffee cup / water goblet, bread basket, butter, sugar,
cream and clean ashtray are kept full at all times.
 If the diner so desires, the waiter should carry the money ot the
cash counter, pay the bill and return the balance to the diner.
Attributes of F & B Service Personnel
The quality of service staff in any establishment reflects the
quality of the establishment itself. No matter how good the
food ambiance are, poorly trained, untidy or rude staff can
antagonize customers.

1. Professional and Hygienic Appearance

The server’s appearance and first
impression reflect the hygiene
standards
of the establishment and quality
of service expected.
 Some factors for professional and hygienic
appearance practise as individuals are:

1. Staff should be clean and should use deodorants

(but not strong smelling ones).
2. After shave and perfumes should not be too
strong (as this may have a detrimental effect on
the customer’s palate)
3. Hands must always be clean, free of nicotine
stains and with clean, well- trimmed nails.
 Some factors for professional and hygienic
appearance practise as individuals are:

4. Men should normally be clean-shaven or

with any moustache or beard neatly
trimmed.
5. Women should only wear light make-up.
If nail
varnish is worn then it should be clear.
6. Earrings should not be worn.
 Some factors for professional and hygienic
appearance practise as individuals are:

7. Uniform should be clean, starched as appropriate and

neatly pressed. All buttons must be present.
8. Hair must be clean and well groomed. Long hair must be
tied up or back to avoid hairs falling into foods and
drinks.
9. Shoes must be comfortable and clean and of a plain,
neat design.
 Some factors for professional and hygienic
appearance practise as individuals are:

1 0. Cuts and burns should be covered with waterproof

dressings/plaster.
11. Any colds or other possible infections should be
reported immediately.
12. Hands should be washed immediately after using the
toilet, smoking or dealing with refuse. Hot water and
soap must be used.
13. Excessive jewellery should not be worn.
2. Food and Beverage Knowledge, Technical Ability
 Servers must:

 Have sufficient knowledge of all items on

menu and beverage lists – essential to advise
and offer suggestions to guests
 Know how to serve each dish correctly with
its accompaniments and the correct cover
 Know how to serve various types of wine and
drinks correctly - container, temperature, etc.
Punctuality
 Staff must be punctual at all times
 Arriving late on duty shows lack of interest in
work, lack of respect for management and
customers

Local Knowledge
 Staff should have some knowledge about local
area so as to be able to:
 Advise guests on issues such as forms of
entertainment available locally
 Advise on best means of transport to places of
interest
Personality
 Staff must:
 Be tactful (sensitive), courteous, good-humored
and patient
 Converse with the customer pleasantly and softly –
and add a smile at the right time
Attitude to Customers
 Staff should approach the customer correctly.
They:
 Must anticipate the customer’s need and
wishes
but should not be too much
 Should keep careful watch over customers during
Memory
 Servers should have a good memory – may be
helpful regarding likes and dislikes of
customers
 Such as remembering guest’s name and their
preferences
Honesty
 Trust and respect between staff, customers
and management is important
 It results in a conducive atmosphere of
efficiency and good team spirit among the food
and beverage operators
Loyalty
 Loyalty to the employer and the
management is required of staff as an
obligation

Conduct
 Staff are expected to conduct themselves
impeccably at all times, esp. before guests
 Follow organization’s rules and regulations
and show respect to all senior staff
Sales
All members of staff must have complete
Ability

knowledge of all food and beverages and their
correct service
 Should be able to contribute to personal selling
and merchandising

Sense of Urgency
 Staff must develop a sense of urgency in their
work
 Contributes to generating maximum amount of
business over the service period, and high net
profit as possible
Complaints
 Staff should never show displeasure even when
dealing with difficult situations
 Staff should never argue with a customer;
should refer immediately any difficult situation
to a supervisor to assist in resolving it
 Delay in dealing with complaints just makes
the situation worse

Contribution to the Team

 Most important of all, staff should be able to
work as part of a team within & between
departments
Service Conventions

 This refers to traditional ways of doing

things in food and beverage service that
have become established over time
 They have some logic behind them, but it
mostly to contribute to effectiveness and
efficiency in carrying out the service
 Using service ensures
conventions standardization
in thethe cu stomer
and service process, both sequence
for staff
and for customers
General conventions for food
and beverage service:

1. Start service from the right hand side of the host, with
the host last
• Honored guests are usually seated on the right of a host.
• Ensures that members of the serving staff are walking forward
to serve the next person.
2. Serve women first
• Often done if it does not slow the service.
3. Serve plated foods from the right hand side of a
customer
• Plates can be placed in from of the customer with the right
hand and the stack of other plated food is then behind the
customer’s chair in the left hand.
General conventions for food
and beverage service:

4. Serve all beverages from the right hand side of a

customer.
• Glasses are placed on the right hand side of a cover and the
service of beverages follow from this.
• All beverages also should be cleared from the right.
5. Clear from the right hand side of a customer
• Plates can be removed from in front of the customers with the
right hand and the stack of plates is behind the customer’s
chair, in the server’s left hand.
6. Silver serve food from the left hand side of a customer
• Customers can more easily see the food being served and make
choices if necessary.
Interpersonal Skills

 Conversations between customers and staff

indicates the way customers are treated.
When in conversation with customers, staff
should not:
1. Talk to other member of staff.
2. Interrupt interactions between customers
and other staff.
3. Serve customers while carrying on a
conversation between other staff.
4. Talk across a room loudly to other
staff.
 Interpersonal Skills
1. Dealing with customers
 When addressing customers, ‘Sir’ or
‘Madam’ should be used when the
customer’s name is not known.
 If the name is known, then the customers
should be referred to as ‘Mr.Smith’ or
‘Miss Jones’.
 If the customers has a title, then
appropriate use should be made of the
correct form of address. Ex: ‘Datuk’ or
‘Tan Sri’
The list below identifies examples of interpersonal
skills needed at particular points during the
service:

 Showing customers to their table: Always

lead and walk with them at their pace.
 Seating customers: ladies first.
 Handing menu: offer the list right way
round, and open for the customer.
 Opening and placing napkin: open carefully,
place it on customer’s lap after saying excuse
me to the customer.
 Serving and clearing: always say excuse me
before serving and clearing.
 Explaining menu: use the terms the
customer understands, not technical terms.
 Talking to customers: only talk when
standing next to them and looking at them.
2. Dealing with incidents during
service
 When an unforeseen incident arises it must
be dealt with promptly and efficiently
without causing any more disturbance to the
customers.
 Quick action will very often soothe the irate
customer and to ensure a return visit to your
restaurant.
 Delay will only cause confusion and a very
often the situation may be wrongly
interpreted if it is not dealt with straight
away.
a) Spillage
A few drops of sauce or gravy have fallen on the
tablecloth, steps might be taken:

 Check immediately that none has fallen on

the customer being served. Apologise.
 If some has fallen on the customer’s clothing,
allow customer to rub over the dirtied area
with a clean wet cloth.
 If the spillage has gone on the tablecloth, the
waiter should first of all remove any items of
cutleries/equipment that may be dirtied.
 Then clean or scrap the spillage with either
clean wet cloth or a knife.
 Any items of equipment removed should be
returned to their correct position on the
tabletop.
b) Returned food
Customer claims that their dish such as
chicken or meat is not cooked, steps might be
taken:
 Apologise to the customer.

 The dish should be to the

returned kitchen.
 The customer should be asked if he/she

would like another portion of the same

dish or would prefer the choose other
dish.
 The new dish should be served to the

customer as soon as possible.

c) Alcohol over consumption
Customer is suspected of having too much drink,
steps might be taken:

 If a potential customer asks for a table and the

staff believe the customer is under the influence
of drink, they may refuse to give them a table.
 If difficulty is found in handling this type of
customer then assistance in removing the
customer from the eating area may come from
other member of staff. Ex: Security staff.
 If a customer is suspected of being drink, this
must be ascertained by the supervisor.
 The customer should then be asked to leave
rather than allowed to become objectionable to
other customers.
 If the customers has already consumed part of
the meal, supervisor must ensure no more
alcoholic beverage is offered.
3. Dealing with
If a child be reported lost, steps must
children be taken:
 A complete description of the lost child
should be obtained (male/female, name, age,
where last seen, clothing worn, colour of
hair, accessories were being carries such as
dolls or bags)
 Immediately inform supervisor and security.
 Put a constant watch on all
entrances/exits door.
 Check all rest rooms, play areas and
every area in the restaurant.
 If nothing result after taking the
above actions, immediately call the police.
4. Dealing with additional needs
a) Customer mobility
• Offer wheelchair users places at tables
where the adequate space for
movement.
• Offer wheelchair users a place with easy
access to rest rooms, exits and fire
exits.
• Never move the wheelchair without
asking the customers first.
b) Blind
• Talk to and treat the customer with additional
needs same as to other customer.
• If in doubt ask the customer directly how they may best
be helped.
• Offer to read menu.
• While taking the customer’s order, a gentle touch on the
hand or arm will attract his/her attention to you.

c) Communication difficulties
• Speak directly and distinctly to the customer.
• Stand in such position that the customer is able to see
your face clearly.
• Describe food and drink items in simple,
precise and
plain language.
• Seat customers away from possible excessive noise.
5. Dealing and handling complaints
If a problem arise and the customer makes a complaint,
steps to be taken:
 Do not interrupt the customer – let them have
their say and make their point.
 Apologise.
 Restate the detail of the complaint briefly back to
the customer to show you have listened and
understood.
 Agree by thanking the customer for bringing the
matter to your attention.
 Act quickly, quietly and professionally and follow
the establishment’s procedures for handling
complaints.
 NEVER: Lose your temper, take it personally,
argue, lie or blame others.
Recording incidents
 When any incident occurs a report is made
out immediately.
 The basic information that should be found
in the report:
 Date, time, types of incidents, action taken,
details of the customer involved, names of
staff involved, signed by supervisor

* Report should be kept for future reference

 Essential technical skills
Technical skill
Holding and using a service spoon
and fork and other service
equipment
Carrying plates
Using a service salver(round tray)
Carrying glasses
Carrying and using large tray
Examples of application
For the service of food at a
customer table, especially for
silver service and for serving at a
buffet
When placing and clearing plates
from a customer’s table
For carrying glasses, tea and
coffee services, as an under liner
for entrée dishes and for potato
and vegetable dishes
Carrying clean glasses by hand or
an a salver and for clearing dirty
glasses from a service area
For bringing equipment or food
and beverage items to the service
area and for clearing used
equipment from the service area
Holding and using a service spoon and fork
Carrying plates
Carry glasses
Using a service salver (Round tray)

 R oundshape, often silver or stainless steel tray

(but now also can be wood or plastic).
 A napkin (folded flat) is placed on the tray to

avoid items from slipping.

 There are also special non-slip mats used.

 The service salver may be used for:

 Carry
clean glasses to and remove dirty glasses
from tables.
 Carry clean cutlery to find and from tables.
 Place clean cutlery on the table.
 Place clean cups and saucers on the table.
 Provide an under flat when silver serving
vegetables
Safety and Security
Procedure in case of a fire
 In the event of the fire alarm ringing employees must be
aware of the following rules:
1. Usher all customers and staff out of the work area
promptly and calmly.
2. Pay physical attention to customers with special
needs.
3. Walk quickly but do not run.
4. Do not panic, remain calm.
5. Proceed as promptly as possible to the nearest assembly
point.
6. Follow the exit route.
7. Never use lift.
8. Never re-enter the building until told it is safe to do so.
Dealing with suspicious item or package
 All employees should be constantly alert for
suspicious items or packages
1. If an object is found, immediately reported to
the security, supervisor or manager.
2. Do not touch or move the object.
3. If the object belong to any customers, return
back to the customer.
4. Ask customer to keep the object with them.
5. If the object not belong to anyone, then the area
should be cleared and call the police.
Dealing with a bomb threat
 Immediate action needs to be taken as a bomb
could go off at any moment.
1. Evacuate the immediate work area.
2. Evacuate the premises and usher all customers
and staff through the nearest usable exists to
specific assembly area.
3. Count all persons present to determine their
safety and minimize the risk of fatal accidents.
4. Call the police.
 UNDESIRABLE QUALITIES
OF A WAITER
 Forgetting to greet the arriving customer pleasantly.
 Letting guests seat themselves.
 Refusing to assist a guest or seating a guest at a dirty table.
 Forgetting to say 'Pardon me', or 'Excu se me, if a
mistake has been made.
 Gathering in groups in operational areas and talking loudly
with other members of the staff.
 Forgetting a dish that has been ordered, or serving
wrong accompaniments.
 Overfilling water glasses or leaving them empty or
leaving
dirty ashtrays on an occupied table.
 Being inattentive to a guest's needs, for example, forgetting
special instructions from the guest, such as less chillies or