The document outlines the importance of dress code and hospitality standards for food service employees, emphasizing cleanliness, proper attire, and customer interaction to promote food safety and enhance customer experience. It provides detailed guidelines for employee behavior, customer service recovery, teamwork, and the skills necessary for success in the food service industry. Overall, it promotes a culture of respect, teamwork, and customer satisfaction in the workplace.

1. Workstation
Orientation
2nd
year students
Day 1

2. DRESS CODE
A proper dress code promotes food safety
and brand recognition for food businesses.
Food employees are required to wear
clean clothes and proper protective
gear when working with food.
Proper dress codes are part of the aspects
of food safety compliance regulations.

3. What is the dress code for food
service employees?
 Food service employees are generally required to
wear clean sets of uniforms, including shirts, pants,
hair nets, appropriate shoes, and aprons.
 A dress code for kitchen staff aims to minimize the
risk of cross-contamination in foods from dirty clothes.
 All worn clothes must be free from holes, rips, loose
buttons, and visible dirt.
 In addition, food handlers are not allowed to wear
any accessories

4. What are the benefits of having
employee dress code policy?
Promotes food safety
Brand promotion
Proper identification
Culture inside the workplace

5. DRESS CODE SAMPLE

6. Guest
Expectations
Hospitality Standards

7. GUESS EXPECTATIONS
Defining Hospitality, Hospitality Standards
 What is hospitality and why is it important?
“Hospitality is treating every customer like a special guest.”
Hospitality is important because customers will:
 Respect you.
 Have confidence in you
 Tell others about you
 Come back again

8. Hospitality
Standards
 1. Genuine welcome and thank
you.
How would you greet someone your
own age and someone older
differently?
Make eye contact with each customer.
Eye contact generates trust. Think
about how you make eye contact when
you are talking with a friend. Make
each customer smile. Keep a smile in
your voice, customers can hear it.

9. Hospitality Standards
Customize your greeting:
1. If you know the customer’s name, use it when you greet them.
2. Display courtesy and respect in different ways with different people. Older customers
may appreciate a more formal approach than you would use with a younger customer.
3. When a child is with a parent, talk to the child and try to take his/her order, they’ll feel
important.
4. Greet every customer with a warm, sincere greeting that welcomes them to
Workstation.

11. Hospitality Standards
 2. Cleanliness
Keep your working area clean and inviting.
Be aware of the cleanliness of the service
area.
When you arrive at work or when you use the
restroom, pretend that you are a customer
and notice the cleanliness of the restaurant.
Ensure that your uniform is neat, clean and
wrinkle-free and that you are well-groomed.

12. Hospitality Standards
 Creating golden moments.
How would you turn the following into
Golden Moments?
 A customer walks in with a small child in
their arms.
 A regular customer orders the same item
every visit.
 Kids are the stars. How can you make a
kid feel like a star?

13. Hospitality Standards
 3. Creating Moments
Anticipating what a customer might need, and then responding
without being asked is what makes your service exceptional.
Offer to help, and if you aren’t sure how, ask:
• Would you like to be seated and I’ll take your order?
• Could I help you with that?
• Greet regular customers by name, if possible
Moments are not planned; they are created when you recognize an
opportunity to do that little bit extra for a customer. In these situations,
we get the chance to really impress a customer, and give them an
experience that they will remember.
• Hold the door for customers as you are entering the building to come
to work, or if you are working in the lobby.
• Handle special requests quickly and with a smile.

14. Kids are the stars
Kids should have a special experience every
time they come into Workstation.
To make them feel special:
 Talk to kids at eye level.
 Greet kids separately from the parents and
try to take his or her order. They’ll feel
important.

15. ATTITUDE IS CONTAGIOUS
The customer is the most important person in our restaurant.
 Put yourself in the customer’s shoes. They may have had a bad
day, need extra time to look at the menu, or be in a hurry
 Don’t serve anything you wouldn’t serve to your friends
 Clean, clean, clean—customers expect spotless surroundings
 Go the extra mile. Your customers will appreciate your
willingness to anticipate their needs and go beyond their
expectations
 Use your best judgment to satisfy an unhappy customer. You
can make it right

16. Remember, 80% of our customer’s
experience depends on our attitude.
These are some tips to help you spread a positive
attitude:
First, be aware of your actions and thoughts:
• Don’t take things personally Then, choose to be
positive:
• Stay calm
• Stay focused on your work
Give positive feedback. Your customers and
workmates will feel good, and the positive attitude
will continue to spread.

17. How do you influence a
customer’s attitude?
• Always be polite. If a customer speaks to you in
an unfriendly manner, don’t match his or her
anger. Challenge yourself to turn the customer’s
anger into a smile.
• Don’t rush customers.
• When a customer is placing a large order, listen
to the full order before suggestive-selling or
clarifying orders.
• Handle special requests with a smile.

18. When faced with a customer complaint, follow
the 4-step process to customer recovery:
• Listen – listen to the customer’s concerns
• Apologize – sincerely apologize for the
dissatisfaction
• Solve – solve the situation to the best of
your ability
• Thank – thank the customer for their
feedback

19. What is your role?
Deliver hot, fresh food accurately.
Treat customers like valued guests
Keep yourself and the
surroundings spotless
Give customers their money’s
worth.

20. Do your part to ensure friendly service, good
quality food, and clean surroundings.
 Front Counter – Your smile is included in the price of
every purchase!
 Lobby / Service – You keep the restaurant clean and
safe so customers feel at home.
 Housekeeping – You keep our restaurant looking
good and running smoothly.
 Kitchen – You create the Workstation’s taste. You
prepare the food hot and fresh as our customers
expect.

21. Workstation
Orientation
2nd
year students
DAY 2

22. Attitude and
QSC&V2nd
year students
DAY 2

23. How do you influence a
customer’s attitude?
• Always be polite. If a customer speaks to you in
an unfriendly manner, don’t match his or her
anger. Challenge yourself to turn the customer’s
anger into a smile.
• Don’t rush customers.
• When a customer is placing a large order, listen
to the full order before suggestive-selling or
clarifying orders.
• Handle special requests with a smile.

24. Customer recovery from Ow! to WOW!
Here are some complaints you should be able to
solve for the customer:
 Provide a missing food item.
 Correct a wrong order
 Replace a cold food product
 Fix a sandwich if it was not prepared correctly.
 Offer to replace a spilled beverage

25. Customer recovery from Ow! to WOW!
 Never re-serve a returned product to another
customer.
 Be sure to ask your manager/supervisor if there
are any special rules to follow in your restaurant
when dealing with customer complaints.
 Know what situations you are empowered to
handle and when you should ask your manager
to handle the complaint.

26. Customer recovery from Ow! to WOW!
When necessary, politely inform the customer that you need to
get a manager to handle the situation. Here are some
examples of when you should get the shift manager to handle
the situation:
 For refunds or overrings.
 When you receive serious food-related complaints such as
under-cooked food, alleged illness or an alleged foreign
object in food.
 When accidents or injuries occur in the property.
 When a customer uses abusive language or becomes violent.

27. QSC&V
Quality Deliver hot, fresh food accurately
Service Treating customers like valued guests
Cleanliness Keep yourself and the surroundings spotless
Value Giving customers their money’s worth.

28. Food Service Skills
you need to know!

29. Food Service Skills
Being a restaurant worker is a demanding job, so you must
have excellent food service skills to be successful.
For one thing, you can expect to be on your feet for hours
at a time, rushing from place to place, carrying heavy
loads. Also, a big part of your job is delivering excellent
customer service, which requires having a great memory
for taking orders and exhibiting diplomacy if issues arise.
Furthermore, having the ability to interact positively with
other personality types in a fast-paced setting is a must.

30. Food Service Skills
Excellent communication
As a server, you must possess the ability
to communicate effectively with both
customers and co-workers. This includes
speaking and addressing people clearly,
taking the right notes, collaborating, and
maintaining a sense of humor where
appropriate.

31. Food Service Skills
Focus
 As a food handler, you will have to deal with people making
demands. It is easy to become distracted by a persistent or loud
customer.
 On the other hand, having a chat with a friendly patron or co-worker
could also lead to neglect of others. While speaking with co-workers,
attending to requests, and being friendly are all part of the job, you
must utilize good time management to provide an excellent dining
experience to all.
 As a server, remaining focused and having the ability to multitask is a
plus. Being diligent, thorough, efficient, and approachable will result
in a better visit for customers, as well.

32. Food Service Skills
Friendliness
 A food service worker must always be friendly and cheerful
regardless of stress, frustration, or fatigue. During any given
shift, you could have 10 tables to manage at the same time, but
you must ensure that the people at each table feel like they’re
valued.
 A pleasant and positive workplace attitude goes a long way in
the restaurant industry. The best food handlers are enthusiastic,
resilient, hospitable, and courteous. They must also possess a
high level of stress tolerance. While these may sound more like
traits than food service skills, they can be honed with practice.

33. Food Service Skills
Speed and Stamina
 You are constantly carrying heavy and awkward loads as a
front of house (FOH) worker, meaning you have to be aware of
what’s around you at all times. In the back of the house (BOH),
dishwashers must quickly load and unload machines without
cutting themselves on knives, burning their hands, or chipping
plates.
 Having the ability to move fast, without distraction and at a
steady pace, is critical to success. The most efficient food
service employees are fast learners and can think on their feet.

34. Food Service Skills
Problem solving skills
 One of the most important food service skills is the ability to
solve problems, regardless of whose fault they are. A
manager may not always be available to help with an upset
customer, for example.
 In these moments, you must be able to resolve conflicts fast
and without assistance. If you are unable to fix a problem,
then you must make the customer feel understood and
heard. This could mean offering a free dessert or taking
money off the bill.

35. Food Service Skills
Safety first.
 Restaurants, bars, and cafes present many hazards.
Such hazards range from food preparation and handling
to chemical burns from industrial cleaning products. Not
to mention, serious thermal burns while working in the
kitchen.
 Food service workers must be trained and certified in
proper food handling techniques and other procedures.
While on the job, you need to follow all food safety
protocols and conduct on-the-spot risk assessments.

36. Food Service Skills
Safety first.
 Restaurants, bars, and cafes present many hazards.
Such hazards range from food preparation and handling
to chemical burns from industrial cleaning products. Not
to mention, serious thermal burns while working in the
kitchen.
 Food service workers must be trained and certified in
proper food handling techniques and other procedures.
While on the job, you need to follow all food safety
protocols and conduct on-the-spot risk assessments.

37. Teamwork
2nd
year students
DAY 2

38. Teamwork
Using teamwork to deliver customer
satisfaction.
Do your part.
Help out where you can.
Give everybody respect.
Recognize the good work of others

39. Teamwork
Do your part:
 Arriving to work on time is very important.
 Following procedures avoids delay, confusion and
wasted food. It also helps ensure food safety and
quality.
 Maintain your station, restock supplies, and keep
your work area as clean as possible. ClAYGo.
 When necessary, follow the 4-step process to
customer recovery.

40. Teamwork
Help out where you can:
When possible, look for opportunities where
you can help people at other stations.
During rush periods, it’s important for
everyone to pull together and lend a hand.
Support team members who may be having
problems, like new crew members who are
just getting the hang of things.

41. Teamwork
Give everybody respect
 People who works for Workstation come from all
sorts of backgrounds and can have different
ways of seeing the world. Your co-workers might
be different from you in a lot of ways.
 Everyone including you, deserves to be treated
with respect, kindness, and understanding no
matter what their differences are.

42. Teamwork
Recognize the good work of others.
When somebody helps you out or
does something that makes your
workday a little bit easier, remember to
say Thank you.
When people do a good job,
congratulate them.