This document provides guidance on personal hygiene, grooming, conversational skills, telephone etiquette, and attributes for food and beverage service personnel. Key points include maintaining clean hair, nails, clothes and shoes. Proper grooming involves being clean shaven or having a trimmed beard for men. For conversations, maintaining eye contact, asking open-ended questions, and listening are important. Telephone etiquette requires speaking clearly and respectfully. Attributes of good service staff are daily showers, clean uniforms, and knowledge of food and drinks served.

1. PANTRY SERVICES &
CONVERSATIONAL
SKILLS

2. ICE BREAKING
O Kindly Switch On your Mobile after 1 PM.
O Kindly ensure break time is 15 minutes,
being late will have to do “What Trainees
Say”
O Participation & Interaction is Mandate

3. OBJECTIVE
O Definition of Pantry Service
O Grooming Practices For Gentlemen & Ladies
O Conversational skills
O List of No-No’s
O Telephone Etiquettes
O Attributes of a F&B Personnel

4. PERSONAL HYGIENE
HAIR
Should be clean, washed regularly, use good shampoo &
properly comb hair at least 4 – 5 times a day or whenever
needed. Treat hair for ailments i.e Lice, Dandruff etc. on time.
Ladies:-
Comb your hair neatly, never leave hair loose near food area or
otherwise, unless situation demands. Maintain hairstyle that
suits you.
Men:-
Should have short hair, neatly cut. Combed or oiled properly.
Men should be either clean-shaven or sport a neatly trimmed
beard.

5. PERSONAL HYGIENE
O NAILS
Ladies:-
Should be short & clean. Well – manicured
nails accentuate the beauty of a woman’s
hand. Avoid too many rings & jewellery,
preferably restrict to one.
Men:-
If not inclined to have a professional
manicure & pedicure, it should be done on
one’s own regularly.

6. PERSONAL HYGIENE
O CLOTHES
Ladies:-
Clean, well – ironed clothes should be worn regularly. Soiled clothes
reflect very badly on the image of the company. Do not wear loud and
revealing clothes.
Men:-
Immaculately clothed & groomed men are impressive. But they
certainly should not look unkempt or odd. Clean, well – ironed clothes
should be worn regularly. Undergarments should be clean & changed
regularly. Soiled clothes reflect vey badly on the image of the company.

7. PERSONAL HYGIENE
O SHOES & SOCKS
Clean polished, back & brown shoes.
Ensure that the shoes are polished
regularly. Socks should be changed daily
& those, which elasticity or have holes in
them, must not be used.
Thick sports socks must be used with ked
and not with leather shoes.

8. GROOMING
LADIES
Hair :-
Clean, well combed, well kept hair. No fashionable hairstyles but should be neat and
trendy.
If hair is long keep it nicely tied up into a braid or a ponytail. Short hair should be
combed regularly to keep it looking neat & tidy. It does needs maintenance as in frequent
combing.
Make Up :-
Should be bare minimum. Never put too much make up to work.
 Lipstick :- Should suit the skin & complexion type. Can wear any color/ shade as long as
it suits you.
 Eyeliner :- Generally available in 3 colors Black, Blue & Brown. Eyeliner should be
applied carefully outlining the eye.
Blusher :- Shade should again complement the skin color & time of the day. Light
shades to be used in the daytime and darker colors at night.
 Care Of Hands & Feet :- Hands should be well kept and nails o be manicured regularly.
Nails should be long and well shaped. Similarly feet should be pedicured and nails to be
painted, heels should be free from excess dead skin.
 Body Odor :- Use a good deodorant or perfume to avoid bad odor from the body.

9. GROOMING
O MEN
Hair :-
Men should always have their hair well trimmed. It should be
brushed back & kept in place, if necessary with a styling gel or
mousse. A man should be always clean shaven or sport a neatly
trimmed beard.
Clothes :-
Men should be well dressed with formal shirts & trousers, preferably
long sleeve shirts buttoned at the cuffs. The trousers could be light or
dark keeping the principles of color co-ordination in mind.

10. GROOMING
O Care Of Clothes :-
There is one cardinal rule to be followed- ‘ Whatever one wears,
let it always be well pressed, well brushed and scrupulously
clean. A collar if not laundered properly will lose its shape, a
trouser not ironed properly can get a wrong knife-edged crease,
which spoils the shape entirely.
O Wallet :- Those in the habit of carrying a wallet should invest in
a slim leather wallet of good quality and in no circumstances it
should bulge.
O Handkerchief :- Use only freshly laundered, good quality
handkerchiefs. It would be unpardonable to sport a soiled
handkerchief.

11. CONVERSATIONAL SKILLS
O DO’S
 Smile while talking
 Maintain eye contact. Don’t look at something or
somebody else.
 Take notice of the other person’s point of view. Be a
good listener.
 Encourage people to talk about themselves. They don’t
mind questions as long as they aren’t too personal.
 Ask open ended questions. Questions that elicit a
Yes/No stops the flow of conversation.
 Close a conversation gracefully. Excuse yourself at the
end of the conversation.

12. CONVERSATIONAL SKILLS
O DON’TS
 Monopolize the conversation. Others like to express their opinions
too.
 Talk about your health, the cost of things or vulgar jokes.
 Fidget, wave your arms around or draw diagrams with your hands in
the air – your voice alone should be able to communicate what you
want to say.
 Allow your voice to be high pitched if you are tense or agitated.
 Speak in deadpan voice, which will depress the other person.
 Slouch when talking – bad posture wreaks havoc when you speak.

13. LIST OF NO-NO’S
 Do not salt or season your food before you taste it.
 Do not pour enough food for the next mouthful.
 Do not push your plates away when you are finished.
 Do not blow on liquids that are too hot.
 Put butter on your side plate or dinner plate, not directly on the roll.
 Do not soil something , blot what you can with your napkin. Do not
get flustered.
 Do not put your tea/Coffee spoon in the cup. Place it on the saucer
beside the cup.

14. TELEPHONE ETIQUETTES
O Importance of Telephone Manners
Telephone Etiquettes plays an important role in one’s personal
& professional life. It is difficult but the most commonly used
method to make a good impression of yourself and the
organization you work for.
O Tips for good telephone communication:-
Adequate Preparation :- Always have pertinent information at
hand before calling a client. By being prepared you can
organize your thoughts, be ready to answer questions & avoid
wasting the clients time.
Adequate Time:- Take steps that you will not be interrupted
while making a call to your client. Clients deserve your
undivided attention.
Direct Contact:- Always dial the call personally. It can irritate a
client if he is made to hold the line for a prolonged period with
the hold music on.

15. TELEPHONE ETIQUETTES
 Courtesy & Respect:- Intermediaries such as Secretaries,
Receptionist, Clerks & Assistants should be treated
courteously and with due respect over phone.
 Brevity :-. Calls should be kept short and to the point
unless the client want to chat. Avoid giving the
information of being in a hurry. Never slam the receiver
down while the client is online.
 Timing :- Respect the hours of the client. Avoid calling
during the late afternoon or early morning hours not
even too late at night until & unless the client is OK with
it.

16. TELEPHONE ETIQUETTES
Points to be checked during communication over
phone
 Tone Of Voice :- Your voice should reflect sincerity, pleasantness,
confidence & interest. It is important to have a ‘verbal smile’ –
something you can achieve by smiling ass you speak.
 Pitch :- A low – pitched voice is desirable. Low voices carry better
and are more pleasant to the listener.
 Inflection :- Avoid talking in a monotone. Enunciate clearly and
emphasize key words. You can generate interest by modulating your
voice.
 Understandability :- Avoid talking with anything (Gum, cigarette,
pen or pencil etc.) in your mouth. Be careful not to talk too fast. If you
talk too fast, your words may be misunderstood and the listener may
loose your message.

17. SAMPLE TELEPHONE ETIQUETTE
GUIDELINE
THIS IS BETTER
 “Good Morning Mailroom, Mr. Souvik
speaking. How may I assist you?”
 “ I am sorry, I was unable to hear
your name clearly, Would you repeat
it for me please”
 “Yes, Mr. Parekh. I’ll be happy to
request that for you.”
 “Would you kindly hold on while I
check, please”
 “Mr. Parekh, sorry to keep you
holding. I have that information for
you.”
 “It was pleasure talking to you Mr.
Bajaj.”
THAN THIS
 “Mailroom”
 “What name did you say? I can’t
hear you?”
 “Ok, I will do what I can.”
 “Just a minute”
 “Listen, here is the information
for you.”
 “Bye-Bye, That’s OK” “All right,
bye”

18. ATTRIBUTES OF F&B Personnel
O A shower or bath should be taken daily.
O Always use deodorant and body odor should be pleasant.
O Pay particular attention to your hands. They must be always clean
with well trimmed nails
O Males should be clean shaved and moustache neatly trimmed.
O Females should only wear light make up.
O Ear rings should not be worn with possible exception of studs.
O Uniform should be clean, proper starched and neatly pressed or
ironed. All buttons must be present.
O Hair must be well trimmed and clean.

19. ATTRIBUTES OF F&B Personnel
O Shoes must be comfortable, clean and well polished.
O Your teeth should be brushed properly before joining duty to
avoid bad odor from mouth.
O Cuts and burns should be covered with well dressings.
O Anny colds or possible infections should be immediately
reported to your Supervisor.
O Your hands should be washed properly after use of toilets,
smoking .
O Try to avoid mannerisms such as running your fingers
through your hair, chewing gum or scratching your face.
O Excessive Jewellery should be avoided.
O Should have proper knowledge food and drinks which are to
be served.
O Local knowledge is required to be known by the service
personnel.

20. DO’S & DON’T’S OF A PANTRY BOY
DO’S DON’T’s
O Shave Everyday with proper
trimmed moustache
O Wear clean & laundered uniform
O Wear Black belts with good
buckles
O Nails should be well trimmed.
O No fancy watches to be worn
nor excess of jewellery.
O Always serve with a smiling face
O Clean black socks with polished
shoes
O Listen properly to the clients
requirements.
O Hair not cut properly or
combed
O Wrinkled uniforms are not
allowed.
O No arguments with the client
O Do not misbehave with the
client or customers
O Do not go very close to the
client or customer while
service.
O Never approach to the client
or customer without a
scribbling pad while taking the
order.

21. DO’S & DON’T’S OF A PANTRY BOY
DO’s DON’T’s
O Service and clearance should be
always done from right hand
side.
O Always knock the door before
entry.
O Punctuality should be
maintained.
O Do not place or take order when
any conversation is going on
O Always give priority to Ladies
clients.
O Always keep in touch with the
coordinators & seniors.
O Handover and takeover of a shift
should be taken properly.
O Never serve tea or coffee
bare handed
O Never make noise with
cutleries and crockeries
inside the Conference or
Board Room when meeting
is on

22. Client Visit Checklist
1 Date of Visit
2 Time of Visit
3 Visit Itirenary
4 Car Entry Permission
5 Client Name & other details
6 Welcome Board
7 Meeting / Conference Room
8
Deep Cleaning of Meeting / Conference
room
9 Flower Bouquet (If required)
10 Table set up as per Head count of meeting
11 Tent Card
12 Projector and Screen Check
13 Power socket checking
14 Light checking
15 Marker & Duster
16 White Board cleaning
17 Indoor Plants Checking
18 Flip chart Board with papers
19 AM tea Time
20 PM tea Time
21 Lunch Type
22 Lunch Time
Pantry Boy

23. VIDEO ON PANTRY
SERVICE

24. PRACTICAL
DEMONSTRATION

25. Questionnaire &
interaction session

26. THANK YOU