Attitudes Etiquette and Protocol

1. Dr / Hany Atef
Dr/ Hany Atef 1
Attitudes p3

2. THE RIGHT ATTITUDE
 Be Professional and Friendly:
 A server MUST be alert and mentally sharp at all
times. The job requires quick organized thinking
under stress, with the ability to adjust timing and
service according to the expectations and needs of
multiple guest situations.
 You are the person the guest will be in contact the
most while at the restaurant. It is very important for
you to deliver the right impression.

3. THE RIGHT ATTITUDE
 Be Professional and Friendly:
 Smile! It makes an amazing difference! Be warm,
hospitable and helpful. Speak about the restaurant
with enthusiasm. Never complain or let a
customer hear you complain.

 You must be patient and pleasant with all guests.
Provide them with the same outstanding service
all night long.

4. THE RIGHT ATTITUDE
 Be Poised

 A server MUST have a pleasant manner and truly enjoy
people. He or she must be able to sustain a friendly
demeanor with poise and self-confidence while under
pressure.

 Don’t be too familiar. Substitute “O.K., uh-huh, yeah, sure”
with “yes,” “I would be happy to, certainly, of course, my
pleasure”

 Substitute:“I don’t know” with “I’ll find out for you”;“I’m
busy” with “I’ll be with you in a moment”;“It’s not my job”
with “Let me find some one who will help you with that”

5. THE RIGHT ATTITUDE
 Be Poised

 A server MUST have a pleasant manner and truly enjoy people. He or she
must be able to sustain a friendly demeanor with poise and self-confidence
while under pressure.

 Don’t be too familiar. Substitute “O.K., uh-huh, yeah, sure” with “yes,” “I
would be happy to, certainly, of course, my pleasure”

 Substitute:“I don’t know” with “I’ll find out for you”;“I’m busy” with “I’ll be
with you in a moment”;“It’s not my job” with “Let me find some one who
will help you with that”

 Address guests by their name from the Maitre d's dupe or their credit card.
Please don't call them "folks" "pal" "buddy" or other casual names

 Be polite:You can never say “Thank you”,“Please” and “You’re welcome”
enough times.

6. THE RIGHT ATTITUDE
 Be Knowledgeable
 You must understand the service method,
techniques, and standards required.

 Be informed about the restaurant in general,
names in the company, theView programs, the
history of theView and Marquis.…Be curious, ask
questions and show interest.

7. THE RIGHT ATTITUDE
 Be Special

 A server MUST have good delivery timing coupled with
attention to the details that can make the guests’ experience
complete in every way.

 Basic fine dining protocols are always expected, but what
makes a difference in the quality of the service is the
attention to details.

Anticipating guests’ needs will allow you to provide the best
service. Guests should never have to ask for anything.The
table should always be set properly; the wine/drinks
replenished on time, milk and sugar always served with
coffee.

8. THE RIGHT ATTITUDE
 Be Special

 Overlapping service must be avoided: Guests should not be asked
several times in a row if they are ready to order, or if they want
another bottle of sparkling water.You must communicate with the
appropriate service team member to assure that this doesn't happen.
Inform the floor manager if a guest doesn't like his wine to be
poured, or tell your Back Waiter not to try to clear a table that is
"taking a break" before you instruct him to.

 Focus all your attention on the guests. Instead of talking with your
co-workers, have a personable relationship with the guests.They
expect more from you than just taking a food order.You must make
them feel like you are personally taking care of them, and that they
are more than having a meal but truly sharing an experience and
learning from you.

9. THE RIGHT ATTITUDE
 Be A Team Player

 The server MUST be willing to work
cooperatively with others in a fast paced
work environment that supports a common
goal of providing the highest quality of
guest service. Also supporting a mutual
effort is completing all assigned work.

10. THE RIGHT ATTITUDE
 Be Reliable

 A server MUST always be on time for
work, provide prompt service to guests,
complete all tasks including opening, shift
change, closing clean up and restocking
service areas.

11. Courtesy
◦ Chair should be held for the convenience of
all lady guests, and gentlemen if possible.
◦ Guests must be asked prior to seating whether
the table, which they have been allotted, is
agreeable to them.

12. Negative Attitudes
 Given below are certain attitude, which
a waiter must be warned against
adopting:
 Forgetting to say “Thank you “ or failing
to acknowledge a tip.

13. Negative Attitudes
 Cadging for tips, Counting tips or
jingling coins in pockets.
 Bad temper or indifference.
 Talking too much to guest while they
are conversing with each other.

14. Negative Attitudes
 Ignoring guests by talking amongst
themselves.
 Hurrying guests to get their stations
cleared so that they can leave early.
 Using a bad form of speech.

15. Negative Attitudes
 Using bad form in service, e.g., spilling food.
 Adding up bills wrongly.
 Eating during the service.

16. Negative Attitudes
 Putting the service cloths in
trousers pockets.
 Soiling menus by keeping them in
their ears or in their hair.

17. Negative Attitudes
 Carrying pens or pencils behind
their ears or in their hair.
 Having bad breath, body odor, toe
jam, dirty or untidy hair, dirty hands
and nails.

18. Negative Attitudes
 Chewing gum.
 Wearing greasy or spotted or
otherwise dirty clothes.
 Sneezing or coughing carelessly.
 Wearing high-heeled shoes or
unpolished shoes.

19. Negative Attitudes
 Quarrelling or being noisy and
shrinking responsibility.
 Indulging in preferential treatment.

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