Food and Beverage – Lesson 5

LESSON-5

 

WAITER

 

Waiter is a waiting personal.  Waiting staff in the catering industry are an important link in the chain of food production and selling which can be summarize as—

  1. Food is grown by the farmers then
  2. Transported or shifted to the market, to be
  3. Sold by the whole seller to caterers who
  4. Prepare, cook and serve it to the public.

In the social and economic conditions to days, more and more people eat away from home.  Thus there can be few do not have any general motion of the work of the waiters and its broad purpose.  Catering these days is very big industry in terms of number employed and which helps and supports the tourist and travel industry as the country to earn foreign currency.  Good waiters are essential for the success and development of the tourism, travel and catering industry to business.

  • A waiter is a sales man and chef is turning raw materials into palatable dishes.  So knowledge of good skill is required along with good studies.  It is only a waiter who is responsible for the goodwill of his industry.
  • He will not find his work like monotonous –being a sales staff he will come into contact with the wide range of people all with different interest. On the job always be attentive by keeping our brain active.  The sales staff is in direct contact with guest who must be regarded in many situations.
  • Previously waiting was regarded as a material task; today the waiter is a member of recognized the profession.  The opportunities for advancement in the profession arte many, say for instance. (Banquet manager, restaurant manager, F&B manager).

A Successful catering establishment depends on three parts—

  1.                               i.   Administration/ management
  2.                              ii.  Chef
  3.                             iii.  Waiting staff.

 

The principle attributes of food &beverage service personnel

  • A professional & hygienic appearance:

How you look and the first impression you create are more often than not seen as a reflection of the hygiene standards of the establishment and the quality of service to come (see the uniform and personal hygienic standards)

 

  • Knowledge of food to drink:

The staff must have sufficient knowledge of all the items on the menu a d beverage list in order to advise and offer suggestions to guest.

 

  • Punctuality:

Punctuality is all-important.  If the staff is continually late on duty it shows lack of interest in work and lack of respect for management.

 

  • Local knowledge:

In the interest of guests the staff should have certain knowledge of the area in which they work so they may be able to advise the guests of the various forms of entertainment offered.

 

  • Personality:

They staff must be tactful, courteous, good humored and of an even temper.  They must converse with the guest in a pleasing and well-spoken manner and the ability to smile at the right time pays dividends.

 

  • Attitude to guests :

The staff must not be servile, but anticipate the guest’s needs and wishes.  A careful watch should be kept on guests at all times during the service without staring.  Guests should never to argue with as this will only aggravate the situation.

 

  • Memory :

This is an essential asset of food & beverage service staff.  It may help if they know likes and dislikes of guests, what are their favorite beverages and so on.

 

  • Honesty:

If there is trust and respect in the triangle of staff, guests and management relationship then there will be an atmosphere of work which encourages good team spirit.

 

  • Loyalty:

The staff’s obligations & loyalty are firstly to the establishment in which they are employed and its management.

 

 

  • Conduct:

The staff’s conduct should be impeccable at all times, especially in front of guests.  The rules and regulations of an establishment must be followed and shown to all senior members of staff.

 

  • Sales ability:

The staff works in the front of the house- the food service area & that to large extents, which reflect the image of the establishment.  They are sales people and must therefore have a complete knowledge of all forms of food and drink and their correct service.

 

  • Sense of urgency:

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

 

  • Guest satisfaction:

The food and beverage service staff must see that the guests have all they require and are completely satisfied.

 

  • Complaints:

The staff should have a pleasant manner showing courteous and keep an even temper and good humor and never displeasure even though at times things may be difficult.  Remember loss of time in dealing with complaints only makes the situation worse.

 

 

Basic requirements for food & beverage personnel:

  • Attend to guests as soon as they enter.  Wishing them the time of the day and welcoming them to the restaurant.  Establish eye contact.
  • Assist guests to remove any warm heavy coats in winter and help them; put them on when they leave.
  • Preferably address them by name which means remembering them.  Use the word ’Sir’ and ‘Madam’.
  • Help seat the ladies.
  • Provide extra cushions or special chairs for children.
  • Do not interrupt a guest if he is speaking to another guest.  Stand in front of the host, and wait till he finishes talking before saying, “May I take your order now, Sir?”
  • Do not eavesdrop.
  • Do not group together and engage in private conversation.  Avoid arguing with anyone in the restaurant.
  • Talk softly when you have to communicate instructions or messages to your colleagues in the restaurant and speak in English.
  • Stand straight, only leaning forward slightly when taking the order.
  • Listen carefully to guests queries.  Suggest items when asked for.
  • Anticipate the needs of the guest such as for water, a light for their cigarette, more tea or coffee, etc.
  • Be attentive to the calls of the guest.
  • Avoid any annoying mannerisms, such as louching the hair, or picking the nose, etc.
  • Do not carry pens behind the ear or clipped on to the jacket and do not keep KOTs, checks or pens in your jacket pockets.
  • Do not chew gum.
  • Present the check discreetly so as not to embarrass the guest.
  • Do not take tips and clear any tips, only clear or take it after the guest has left.
  • Enter and leave the restaurant only through the service entrance.

Rules for waiting at a table:

  1. Check if the restaurant is clean & also check if the mise-en-place is completed.
  2. Study the menu, and knowledge about the not available items & the specials for the day.
  3. While taking orders, do not rest your hand on the corner of the table or on the back of the chair.
  4. Wipe the rims of all plates and the bottoms of all dishes before carrying them to the table.
  5. Announce the name of the dish you are about to serve.
  6. See that each guest is served with water through out the meal & try to anticipate the requirements of the guest.
  7. Hot food should be served in hot plates and cold food should be served in cold plate.
  8. Do not use a dirty napkin or waiters cloth.  If any piece of equipment falls on the floor replace it from the side station immediately.
  9. The menu card should be placed on the side station after used.
  10. Service should be prompt & efficient something’s that efficient

 

                                Service personnel should avoid:-

  1. Not greeting guest at all
  2. Serving from the wrong side, when it is possible to serve form the correct side.
  3. Not setting tables properly.
  4. Forgetting to say “pardon me” or ‘excuse me, sir/madam’.
  5. Being too familiar with guests.
  6. Leaving fingerprints on crockery / glassware.
  7. Keeping the side station dirty.
  8. Forgetting a dish that has been ordered or serving with wrong accompaniments.
  9. Overfilling water glass
  10. Touching food with ones hands.

 

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