Food and Beverage Service - Attributes of a Waiter.pptx

Food and Beverage Service - Attributes of a waiter

1. Attributes of a waiter

2. Ability to overcome resistance to do menial or manual work To ensure a proper attitude to menial tasks, the trainer at times may himself have to do the work that the waiter does, to drive home the fact that at all levels manual work is done.  The waiter should be told of the importance of his job and made to realize that the hotel cannot run without the essential service that he provides.

3. Willingness to serve The waiter should be briefed about the tip system and show how a good service can fetch greater tips. At this stage emphasize the point that a guest gives lavish tips only when he is pleased with the service and the service can only be good when the waiter is willing to serve. A waiter is a responsible of the hotel and his restaurant. He projects its image and is responsible for maintaining its high standards. On his attitude and action will depend the image of the hotel.

4. Capacity to take orders from seniors The waiter should be made to feel that his supervisors have more authority and maturity to guide him. He should also be told that without a proper line of authority, there would be utter chaos. The example of some of his seniors should guide him at the job. He should be made to understand that he has lot to learn from their knowledge, attitude and skill in tackling in their jobs. Moreover, it is his seniors who will assess him and mould him and it is they who to a great extent determine his future by recommending him for advancements in his job, promotion, transfer and raise in salary.

5. Cheerful attitude towards work and people A cheerful attitude is an asset. It is infectious as one cheerful person spread cheer and goodwill wherever he goes. As a result the work atmosphere is pleasant and free of tension and overwork. A cheerful attitude towards colleagues is an advantage because a waiter would be able to obtain the maximum co-operation and help from them. job satisfaction comes from which oneself and depends on one’s attitude towards one’s work. If one has a cheerful outlook any kind of work can seem worthwhile and interesting

6. Cordial relations while interacting with ALL One of the best ways to develop cordial relations and a team spirit is through group effort. Let the group set the goals. Show how much easier it becomes to resolve problems when everyone puts their head together. The phrase “ united we stand divided we fall” should be the motto. Through team spirit and teamwork efficiency is increased. Increase in efficiency implies higher sales turnover, which implies more earning for everyone. By maintaining cordial relations, one not only benefits financially but also personally. A good friendship is also an asset and is of great help during times of trouble. Cordial relations with guests are also very important. A guest who is pleased with the friendly atmosphere of a restaurant is bound to visit it again and again. However, friendliness does not mean over familiarity.

7.   Pride in work A waiter should realize that the work he is doing is not an ordinary kind of work. It is an art, which not everyone can do. It is an art, which has developed from times unmemorable and is still being developed.

8. Tact and initiative: Role-playing sessions on the basis of log book case lets help in developing a waiter’s and initiative. Also former case studies can be undertaken to inculcate tact and initiative. Interesting and amusing anecdotes from personal experience or from the experience of others are good illustrations.

9. As representative of the organization: A waiter is like a salesman for his department and he projects the image of his restaurant. Thus, as a representative of the organization he must endeavor to maintain high standards. Any negligence on his part would at once reflect on the status of the organization and its high standards. He must act and behave in a manner befitting the type of setup he is working in. Good actions and behavior are always noted and go a long way in improving a waiter’s prospects and status.

10. Honesty: Honesty is always the best policy. The reward for being honest can vary from cash and publicity in hotel magazines to appreciation letters from the public. It can also get the waiter appreciation and recommendation, which could help the waiter’s prospect in the profession. Examples of actual incidents where honesty has paid dividends should be quoted. The waiter must be told exactly is regarded as dishonesty e.g. stealing cutleries, eating guest food, overcharging a guest are all forms of dishonesty.

11. Courtesy It is the hallmark of a good waiter to be courteous on all occasions not towards guest but also towards his colleagues and other people working in the same unit Courtesy should be inherent in his nature and a sign of his desire to please those with whom he comes in contact. His manner should not be just part of the technique of his restaurant. The advantage and necessity of being courteous should be emphasized as it not only smoothens operations but also ensure better ties.