2. Staff attributes, skills and knowledge

2.2. Attributes of food and beverage service personnel

l Hair must be clean and well groomed. Long hair must be tied up or back to avoid hairs
falling into foods and drinks and to avoid repeated handling of the hair.
l Shoes must be comfortable and clean, and of a plain, neat design. Fashion is not as important
here as safety and foot comfort.
l Cuts and burns should be covered with waterproof dressings.
l Any colds or other possible infections should be reported immediately.
l Hands should be washed immediately after using the toilet, smoking or dealing with refuse.
Hot water and soap must be used.
l Staff should try to avoid any mannerisms they may have, such as running their fingers
through their hair, chewing gum or scratching their face.
l Excessive jewellery should not be worn. The establishment policy should be followed.
Knowledge of food and beverages and technical ability
Staff must have sufficient knowledge of all the items on the menu and wine and drink lists in
order to advise and offer suggestions to customers. In addition, they must know how to serve
correctly each dish on the menu, what its accompaniments are, the correct cover and the make
up of the dish and its garnish. For beverage service, staff should know how to serve various types
of wine and drink, in the correct containers (e.g. glasses, cups) and at the right temperature.
Punctuality
Punctuality is all-important. If staff are continually late on duty it shows a lack of interest in
their work and a lack of respect for the management and customers.
Local knowledge
In the interest of customers the staff should have some knowledge of the area in which they
work so they may be able to advise customers on the various forms of entertainment offered,
the best means of transport to places of interest and so on.
Personality
Staff must be tactful, courteous, good humoured and of an even temper. They must converse
with the customer in a pleasing and well-spoken manner, and the ability to smile at the right
time pays dividends.
Attitude to customers
The correct approach to the customer is of the utmost importance. Staff must provide service
but should not be servile and should be able to anticipate the customer’s needs and wishes. A
careful watch should be kept on customers during the service (but without staring) to check
the progress of the meal. Be attentive but not intrusive at all times during the service sequence.
Cultural awareness
The cultural diversity of customers is increasing and this is reflected in factors such as language,
dress and traditions as well as dietary (see Section 4.4, p.97 for more information on specific
dietary needs). Members of service staff need to be open-minded, non-judgemental and
flexible and able to appreciate and communicate respect for other people’s values and beliefs.
Memory
A good memory is an asset to food and beverage service staff. It may help them in various ways
in their work if they know the likes and dislikes of customers, where they like to sit in the food
service area, what their favourite drinks are, and so on.
Honesty
Trust and respect in the triangle of staff, customer and management relationships lead to an
atmosphere at work that encourages efficiency and a good team spirit among the food and
beverage service operators.
Loyalty
Staff obligations and loyalty are first to the establishment in which they are employed and its
management. Staff therefore need to commit mentally to the ethos of the establishment and be
fully aware of their department’s aims and objectives.
Conduct
Staff conduct should be impeccable at all times, especially in front of customers. The rules and
regulations of an establishment must be followed and respect shown to all senior members of
staff. This also applies when staff are off duty but may still be in uniform as they represent the
establishment’s values and attitudes.
Sales ability
All members of staff 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,
and so be able to contribute to personal selling and merchandising. (See Section 12.2, p.423 for
more information on personal selling and merchandising.)
Sense of urgency
In order for the establishment to generate the maximum amount of business over the service
period, with as high a net profit as possible, staff must develop a sense of urgency in their
work. This should be promoted by management by displaying a ‘do as I do’ attitude, leading
by example.
Complaints
Staff should have a pleasant manner and demonstrate courtesy and tact, an even temper and
good humour. They should never show their displeasure even during a difficult situation. Staff
should never argue with a customer and if they are unable to resolve a situation, it should be
referred immediately to a senior member of the team who will be able to reassure the customer
and put right any fault. Remember, loss of time in dealing with complaints only makes the
situation worse.
Contribution to the team
Above all, staff should be able to work as part of a team within and between departments.
Being a team member means communicating, co-operating and being reliable so that as a team
each member contributes to enable a successful service to be delivered every session.