Basic Etiquette: www.chefqtrainer.blogspot.com

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Food and Beverage Service

Basic Etiquette

Basic Etiquette
 Attend to guests when they enter the restaurant.
 Greet guests according to time.
 Preferably address them by their name.
 Be polite to the guest.
 Help to seat ladies.
 Never interrupt when the guest is speaking to another
guest.
 Avoid meanness such touching hair or nose miring etc.
 Remember to regular guest special dish giving him &
friendly atmosphere.
 Be attentive to guest calls.

Allocation of Duties
“Attitude is a little thing that makes a big difference.”
Winston Churchill

Grooming

Cleanliness of The Body
 Take a bath regularly especially before reporting for duty.
 Apply deodorant or body talcum – Recommend REXONA deo.
 Avoid using too much perfume.
 Teeth should be clean and breathe odor free.
Posture
 Always hold the body erect, with head straight and shoulders
erect.
 Do not run or lean on pillars, chairs, tables, walls or service station
 Stand at assigned station in an attentive and receptive manner
 Do not slouch.
 Always maintain an upright posture.

Uniforms
 Wear only clean, well pressed uniforms that are free of stains.
 The uniform should be well fitting.
 Always wear nametags on duty.
 Exchange uniform as per the policy.
Jewelry
 Avoid wearing excessive jewelry while on duty.
 Only one ring of conservative design is permitted.
 No ear studs for male.
 No bracelets.
 Pendant or medal in chain worn on the neck must not be visible outside.
 Watch should be conservative in design and the band may be silver, gold, or
leather. Permitted colors of the leather band are black, brown, or tan. NO
swatches.

Hair
Male :
 Keep hair short, neat and well combed and free from dandruff.
 Hair length must be at least one inch away from shirt collar.
 Shampoo hair frequently and do not overuse hair cream, spray,
gel, mousse.
 Hair must be kept off the face at all times especially when
leaning forward.
 Beards are not permitted unless with the consent from the
personnel Unit due to the religious reasons.
 Moustache if kept, must be neat and well trimmed. The
moustache should not be falling below the lip line.
 Side burns should not be shorter than the top of the ear and NO
longer than the bottom of the ear lobe.
 Clean shaven before the duty.
 While on duty do NOT comb or brush your hair

Skin
 Keep it clean always, wash often, drink plenty of water and
obtain adequate sleep and exercise.
 If it is too dry apply moisturizer.
Hand and Nails
 Wash hands every time after using the toilet, washroom and
smoking.
 Keep finger nails short and clean at all times. Make sure the
cuticles are clean always.
 Do not wear any nail polish.
 Do not bite nails instead use a nail cutter.

Teeth
 Brush teeth after all meals and rinse the mouth constantly.
 If wearing dentures, remember to have them on while on duty
Feet
 Keep your feet trimmed and toe nails trimmed.
 Foot powder is recommended if the feet smell.
 For extreme cases consult physician.
Footwear
 Wear the footwear approved by the shop. Shoes should be of
correct size and well polished.
 Always make sure that the shoes are not frayed at the edges.

Briefing

Briefing
Meeting of the restaurant staff prior to the opening of the restaurant
to be remembered:
 Knowledge of the Food & Beverage items available in the menu &
even the non available ones.
 Knowledge of the devoir soup & main dish in order to push it to
the guest.
 Be equipped with clean with the service .
 Rest manager should check weather the waiter has satisfied the
above points.

Hygiene and Sanitation

Hygiene and Sanitation
 Remove soiled dishes and leftover food from the table
immediately.
 Crumbing should be done regularly before laying the new cover.
 Keep side-station, table and other surroundings clean and
meticulous.
 Keep all souse bottles clean with the mouth wiped.
 Clean cutlery in fresh water and wipe & dry this before use.
 Wipe glasses with a clean waiter-cloth & always hold the glasses
from the bottom.
 Bar mirror & plate glasses should be free from stains.

 Duties must be rotated to prevent monotony.
 Different stations must be assigned to the staff on a rotation basis.
 Each station must have a uniform number of staff members:
Assistant Waiters/Waiters, and Restaurant Supervisors.
 The person assigned to the bar must have a good experience and
knowledge of beverages.

Attendance

Attendance
 Any person who reports late should be marked late and the records
must be send to the Personnel Department for necessary action like
deduction from salary.
 Use a pen and ensure that there is no over-writing to avoid
malpractices, any changes made should be counter-signed.
 The register should be carefully handled as it is used for a full year
and should be kept in a safe place.
 The Restaurant Manager should be made aware of late-comers and
absentees to take necessary action.
 Prolonged absenteeism and periodic late-coming should be dealt
with severely.
 Staff should be made to realize that coming to their job on time is
of great importance

Willingness to Serve

Willingness to Serve
 The waiter should be briefed about the tip system and shown how
a good service can fetch greater tips. At this stage emphasize the
point that a guest lavish tips only when he is pleased with the
service and the service can only be good when the waiter is willing
to please.
 A waiter’s job is appraised on his keenness and willingness to
serve. This determines his job advancement, promotion, increment
and other benefits.
 A waiter is a representative 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.

Cheerful Attitude
towards
Work and Place

Cheerful Attitude
 of tension and overwork. A cheerful attitude is an asset. It is
infectious as one cheerful person spreads cheer and goodwill
wherever he goes. As a result the work atmosphere is pleasant and
free
 A cheerful attitude towards colleagues is an advantage because a
waiter would be able to obtain the maximum cooperation and help
from them.
 Job satisfaction comes from within oneself and depends on one’s
attitude towards one’s work. If one has a cheerful outlook any kin of
work can seem worthwhile and interesting.

Cordial Relation

Cordial Relation
 One of the best ways to develop cordial relations and a team spirit
is through group effort. Let the group effort. Let the group set the
goals. Show how much easier it becomes to resolve problems
when everyone puts their heads 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
earnings 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 relation with guest is good relation. A guest who is pleased
with the guests is good relations. A guest who is pleased with the
friendly atmosphere of a restaurant is bound to visit it again and
again.

Courtesy

Courtesy
 It is the hallmark of a good waiter to be courteous on all occasions
not only towards guests 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 into contact.
 The advantage and necessity of being courteous should be
emphasized as it not only smoothens operation but also ensures
better ties.

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