It is so often forgotten that the waiter is also part of the entire meal experience. One should remember that the product of the food and beverage operations depends greatly on the competence of the staff members selling, presenting and clearing the food was drinks from the table. The fact that the dinners look dazzling and that the food was plated so well by the kitchen and that the restaurant is beautiful, helps nothing if food is bluntly placed on a table with no service etiquette of staff and personality that goes with it.
The contrary is also said to be true, that a well-groomed waiter/waitress can also make up for poor meals and general dining experience.
Knowledge of food and drinks
Ø Service staff should have sufficient knowledge of all the items on the menu and wine list in order to advise and offer suffestions to customers. Furthermore they must know how to serve correctly each dish on the menu, what its accompaniements are, the correct cover, make-up of the dish, preparation methods and plating styles. It is crucial to serve beverages at the appropriate temperatures.
Punctuality
Ø Being late for your shift shows a definite lack of intrest and respect to management and guests and service staff should at all times be on time.
Personality
Ø Even-tempered staff who are tactful, friendly, courteous and good humoured make the best team players in the food and beverage industry. It is vital that they should be well spoken, because as an alternate to a menu, they also act as a selling aid to guests.
Attitude towards customers and complaints
Ø Customer’s needs and expectations should at all times be met. It is very important to ensure that the staffs treats even the most difficult customers with respect. Difficult customers may not necessarily be “difficult”, but may be uneasy and uncertain about the manner in which they need to conduct themselves.
Personal Skills, Attributes and Customers Care
Customers should never be argued with as doing this only aggravate them more.
Customers that complain should be handled especially carefully and with tact and courtesy. Should a staff member feel that he or she cannot meet the needs of the customer, or that they are uncomfortable in handling the situation, a manager or supervisor needs to be called to resolve the matter.
Sense of willingness and urgency
ü As previously mentioned, sales staff need to act with a matter of urgency and willingness towards the food and beverage outlet as well as towards customers. This will ensure that the company will be able to send out satisfied customers and will also have a good return rate of guests and a higher net profit.
Honesty and Loyalty
ü Staff should at all times be loyal to first the company and secondly the guest. By acting in an honest manner, they will build up trust not only from management and staff, but also from the customers.
Present ability
ü Watering staff should at all times be presentable and dressed according to the standards of the establishment. No exceptions should be made to the dress code as this will create the opportunity for staff to change their uniforms according to their liking and not to the standard of the establishment.
CUSTOMER CARE
Handling complaints
Should a problem arise and the customer makes a complaint, various aspects of the service cycle should be observed. Firstly it is important not to interrupt the guest. Leave them to have their say and then act upon their comments.
Should a customer be really difficult and disruptive, call a supervisor or manager and move the customers to a separate room or less busy part of the restaurant or function.
Steps to take:
1. Apologise
Only apologise for the specific complaint or problem. You do not need to elaborate (blaming the kitchen or the suppliers..)
2. Restate
Repeat the complaint again to the customer to fully ensure that you understanding what he/she is complaining about.
3. Agree
Agree with the complaint and thank the customer for bringing it to your attention.
4. Act
No act on the complaint and try to solve the problem
5. Feedback
It is important for the customer to know that his/ her complaint has been acted upon. Given them feedback and apologise once again.
Never do the following:
1. Loose your temper at the customer. They may be difficult but you have to maintain your seniority over them.
2. Do not take the complaint as a personal insult or reflection on your direct work.
3. Do not blame another department.
4. Argue with the guest. This will aggravate him/her more and lead to another argument.
Managerial responsibilities towards staff and customers:
Food and beverage managers should be observant and sensitive towards their staff and customer. Customer relations is concerned with the conditions staff work under which may assist or prevent food standards of interpersonal skills being maintained. There are two aspects of this: firstly the physical staff conditions and secondly, the satisfaction customers receive from the food and beverage service experience.
v Staff should be guided and trained according to the standards of the establishment. This will ensure that all guests are given the same treatment and that all staff will be comfortable in the execution of their duties.
v Regular meetings should be scheduled with staff so as to ensure that they are aware of the importance of their roles in the organisation. This will also eliminate confusion with special requests organised by management
v Inter-departmental training should also be done so that staff will feel more competent in the general run of the division that they work in. It will lead to more motivated and trained staff which in turn could lead to a financial saving for the company.
v Management should act upon guest complaints regarding staff and their meal experiences. There could be a lot merit in a complaint and the appropriate preventative steps should be taken after dealing with a complaint.
v Staff should at all times have high morale. This can be done by thanking them regularly for the great work that they have been doing. It is wise to reward staff members for tasks well performed.
v Future problems should be identified and rectified in advance so that staff will be able to perform their duties to the best their abilities on the sad day
v Provision should be made for physically impaired guests like those in wheelchairs, or with guide dogs.
Intra- personal:
Conflict that occurs within an individual.
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Inter-personal:
Refers to conflict between individuals.
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Intra-Group:
Conflict that takes place within a group.
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Inter-Group:
Conflict that exist between group.
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