Attributes of a Good waiter

ATTRIBUTES OF F&B SERVICE PERSONNEL

1.     Professional & Hygienic Appearance

The food & beverage service personnel are a point of interaction to the guests. A server must be very well groomed so as to project a positive image of the establishment. While working in F & B Service one has to handle food throughout the operation hours; hence the hygienic practices must be followed strictly to ensure the safety of food and to provide hygienic atmosphere and service to customers. 

2.     Menu Knowledge

A server must have full knowledge of the food and beverage that are being offered in the menu. Which of the menu items are spicy, less spicy or medium spiced; how a particular item is prepared etc. Proper menu knowledge helps in suggestive selling and up-selling. A server must be aware of the special items for the day/month in the menu. Apart from the knowledge about food preparation, the server must have thorough knowledge about the different service styles chosen as per the menu/occasion/establishment.

3.     Sense of urgency

The food and beverage operations demand a high amount of hard work and multi-tasking abilities are a must. The maximum amount of business is done at the high turnover hours, and a server must have sense of urgency to execute the operations flawlessly.

4.     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 and customers.

5.     Personality and attitude towards customers

The staff must be tactful, courteous, good humored and even tempered. They must converse with the customer in a pleasing and well spoken manner and the ability to smile at the right time pays well.

6.     Honesty and Loyalty

“Honesty is the Best Policy”, as it is said. An honest employee is the most important asset to the organization. The staff must be loyal to the organization and management they are working with. No worker should leave the organization without informing to the management and must not commit any act which goes against the image of the organization.

7.     Memory

This is an essential asset to f & b service staff. A good server must be able to remember the regular guests’ names and their preferences; this helps in making good relations with the customers and hence helps in generating repeat business.

8.     Ability to handle customer complaints

Customer concerns or complaints are a regular part of f & b service operations. One must be tactful enough to handle the complaints and should be able to satisfy the guests. A customer not satisfied is loss to the business and reputation of the establishment.

9.     Sales Ability

Servers reflect the image of the establishment. They are salespeople and must therefore have a complete knowledge of all forms of food and drink and their correct service, and so be able to contribute to personal selling and merchandising. Suggestive selling and up-selling abilities are a must for f & b service personnel.

10. Contribution to the TEAM

This is the most important attribute as it contributes to each and every quality mentioned above. Together Everyone Achieves More, and a person with ability to perform in a team takes the organization’s achievements to a higher level.

catering establishments and different F & B outlets

Commercial catering:

The commercial catering establishments are business oriented and the prime motto of running the business is to earn Profit. The outlets may be residential or non-residential. They may offer entry to every bonafide customer or they may be under the category of restricted market. Examples are: hotels, restaurants, pubs, fast food operations, takeaways, drive-ins, clubs, transport catering etc.

Welfare catering:

The primary focus of welfare catering outlets is to offer food and beverage to the needy. As the name suggests, welfare is not done to earn profit or make money. The welfare catering establishments focus on nutrition and non-economic factors. Examples are: institutes, schools, hospitals, prisons etc.

DIFFERENT TYPES of F & B OUTLETS

1.     Multi Cuisine Restaurants:

Cuisine denotes a specific area’s food and food patterns.

This type of restaurant serves food from multi cuisines such as Italian, Chinese, Indian, Mexican etc.

Usually these restaurants are aesthetically decorated; they may offer wines and other drinks through the dispense bar.

These kinds of restaurants may be a part of a hotel or standalone establishments.

2.     Specialty Restaurants:

These restaurants generally specialize in one particular cuisine such as Indian, Italian, and Chinese etc.

The entire atmosphere is as per the cuisine or theme chosen by the restaurant. 

The service style and décor are chosen as per the cuisine.

A specialty restaurant operates during luncheon and dinner hours.

These kinds of restaurants may be a part of a hotel or standalone establishments.

3.     Ethnic restaurants

The concept is same as specialty restaurants but one must keep in mind that ethnic means “the way it is”.

Hence all the décor, uniforms, food and type of service has to be the same way as it’s done at the theme chosen.

4.     Fine dining restaurants

The fine dining restaurants are full service restaurants with specific dedicated meal courses. Décor of such restaurants features higher quality materials, with an eye towards the ‘atmosphere’ desired by the restaurateur. The servers are usually highly trained and often wear more formal attire.

5.     Coffee shop

Coffee shop is usually situated in a hotel. The primary facility provided by a coffee shop is it’s 24x7 operations.

A coffee shop has specific breakfast, lunch and dinner timings; other than that a coffee shop has a coffee shop menu which consists of readily available snacks and drinks like sandwiches, shakes, tea and coffee etc. which are to be served to a guest at any given point of time.

The seating plan and furniture is chosen such a way that it’s not very comfortable as the set up stresses upon more seat turnover rather than comfortable service.

6.     Grill room (rotisserie)

These restaurants specialize in grilled or broiled meats such as lobster, fish and chicken. Grilling is done over an open fire on a metal grill. The sizzle and aroma of grilled meat adds to the pleasure of eating.

Usually grill rooms have glass partitions so as to enable the view for the customers.

Type of service is usually pre-plated (American).

7.     Discotheque

The primary facility available at a discotheque is music and dance floor. Disc jockey plays the role to entertain the guests or to make them dance on different songs and mash ups.

Discotheques serve both alcoholic and non-alcoholic beverages with food offered, mainly finger-licking snacks.

Disc jockey, bartender and bouncer are the essential employees of a discotheque.

Usually couple entry is enforced and entry fee is charged which may or may not include food & beverage charges.

Discotheques in hotels have pre-decided dress code (mostly formal) and the guests are allowed only when proper dress code is followed. Standalone discs allow casuals as well.

8.     Bar

This outlet serves alcoholic and non-alcoholic beverages with limited food. It has a bar counter with bar stools, and it has comfortable seating and lighting.

The bar counter is well stocked with a variety of liquors and their brands.

It may be a part of hotel or may be independent. Usually the service style chosen is pre-plated and the menu offers light snacks and tidbits.

9.     Lounge

Initially lounges were designed as waiting areas for guests. These are aesthetically decorated areas with comfortable and low height furniture (usually sofas and lounge tables).

Nowadays hotels plan lounges at different locations like connecting to the dining area, or near the places of maximum traffic, or at a place with scenic view.

Generally light snacks and cocktails are served at lounges.

10. Room service

Also called In-Room-Dining. This is the facility provided to in-house guests of a hotel. A room service menu is kept in every guest room. The guests may choose from the room service menu only, order is placed over telephone and served at the guest room within standard time.

Menu is usually priced higher as compared to coffee shop menu, due to the facility offered.

In some of the hotels it operates 24x7, and some may not offer room service at late night.

11. Banquets

Banquets are food and beverage areas which handle a large number of people. Hotels have more than one banquet halls in their premises. These halls can be of different shapes and sizes to cater various kinds of events. The décor is planned as per the event at banquets.

Menu is usually multi-cuisine. The service style chosen is buffet; however snacks and tidbits are circulated by the servers. Depending on the type of event, banquet may have a bar counter as well. Music may be live or recorded, as per the guest’s request.

12. Cafeteria

A cafeteria is an outlet in which the customers are served at a counter and they carry their meals on trays to the tables. Type of service is self-service and counter. Customers are either charged a flat rate (as in buffet), or they pay at the cash desk for each item. Free second servings are often allowed under this system.

13. Night clubs

These outlets usually operate late in the evening. Cabarets and floorshows are a popular attraction in night clubs. Exotic food menu and elaborate drinks menu with varieties of liquor and cocktails is available. The atmosphere and service is formal. Indoor games are also sometimes provided. These are independent outlets and usually located in the suburb areas of the city.

14. Fast food joints/quick service restaurants

The food and beverage service in these restaurants is at a faster pace. The menu consists of such items which can be prepared quickly. The décor and design is more simple and casual, or may be theme in case of chain restaurants. The success depends on the large turnover of customers.

Generally the service style is self service. The furniture and seating facilities are not very comfortable.

McDonalds and KFC are examples of QSRs.

15. Pubs

These establishments serve all types of alcoholic beverages, the main feature being different kinds of beers served from taps (keg or draught beer).

The atmosphere is casual, dark and smoky. Indoor games may be provided.

Food menu is limited to light snack or tidbits.

16. Snack/milk bar

It is a restaurant of informal and quick service. It may be specialized in service of ice creams, varieties of milk based beverages, cold coffees and a few snacks.

These are standalone outlets and found on the way side.

17. Kiosks

They are usually located on busy streets and market places. These outlets are one-man shows, serving moderately priced products, and due to the absence of seating, it has a brisk sales turnover.

The menu includes regional and street food.

18. Food courts

Food court is a concept developed by shopping malls. Many brands and food counters are located in one compound. Seating provided is common for all, the guest may choose to buy food from any counter and may use any available seat. Guest’s seating is surrounded by different food outlets.

Source: F & B Simplified, by Vara Prasad and R. Gopi Krishna