ATTRIBUTES OF A WAITER

                          ATTRIBUTES OF A WAITER

                                     The quality of service staff in any establishment reflects the quality of the establishment itself. No matter how good the food and ambience are, poorly trained, untidy or rude staff can antagonize customers. On the other hand, if the staffs are well-trained and efficient, they can, to a certain extent, make up for other shortcomings in the services provided. 

1) Personal Hygiene and Appearance 

2) Good Conduct 

3) Good Memory  

4) Observation  

5) Concentration and Skill 

6) Salesmanship   

7) Ability to Assume Responsibility 

8) Maximise Revenue  

9) Punctuality 

10) Local Knowledge 

11) Personality 

12) Attitude to Customers 

13) Honesty 

1) Personal Hygiene and Appearance 

· All members of the staff should be well-groomed and clean at all times, as this gives them a sense of well-being and confidence to do their job efficiently.                                                     
· The hands of the waiting staff should be given special attention, as they are constantly under the scrutiny of the guests. Nails should be trimmed, and kept clean. Playing with one's hair and face should be avoided. 
· Chewing gum should be avoided in all public areas of the hotel. 
· Minimum jewellery should be worn by the service staff. A wrist watch,   finger ring and plain earrings (for girls only) should be permitted. 
· If an employee has a skin problem, a doctor should be consulted immediately  
· Uniform should be clean and well-pressed. Shoes should be properly polished and well-fitting. 

2) Good Conduct  

   All service staff should be well-mannered and respectful to guests, and to senior members of the staff. They should be calm and pleasant, even in the most tiring circumstances. They should be able to satisfactorily solve any problem that may arise. In case of difficulty, a senior and experienced member of the staff should be consulted. Tact, punctuality and honesty are admirable qualities among service personnel.  

3) Good Memory  

  A good memory helps to improve performance. It also helps the service personnel to attend to small but important details such as remembering a guest's name or his likes and dislikes regarding food and beverage. 

4) Observation  

   A keen sense of observation and an eye for detail will help a member of the staff to be more efficient at his job. An ability to correctly judge people is definitely an advantage. A sense of anticipation in the service industry is an invaluable quality. The ability to anticipate what a guest or the management needs, even before it is asked for creates a very good impression. 

5) Concentration and Skill 

  Waiting at a table requires concentration and skill. Service staff should develop a sense of urgency in the performance of their duties. Good service may not be commented upon, but bad service is surely noticed and talked about. Service should be prompt without the show of haste. 

6) Salesmanship   

  Food and beverage service personnel are technical salespersons; hence they should have a thorough knowledge of the proper presentation and service of all the food and beverages served in the establishment. Waiters should be kept informed by their superiors of deletions or additions to the menu. 

7) Ability to Assume Responsibility   

  All service staff should be able to cope up with the demands of the job and possess the ability to assume responsibility. They should be loyal to their employers, responsible to the guests and friendly towards their fellow workers. They should not consider any job as menial, and should be willing to perform all kinds of jobs efficiently. This will help the service staff to grow in their careers and at the same time enhance the image of the establishment in the eyes of the guests. 

8) Maximise Revenue  

   Cutting down on costs and maximising the revenue of the establishment should be of prime objective to all members of the staff, even to those in junior positions. 

9) Punctuality 

  Punctuality is all-important. If staff is continually late for duty, it shows a lack of interest in his work and a lack of respect for the management and customers. 

10) Local Knowledge 

  In the interest of customers, the staff should have a certain knowledge of the area in which they work so that they may be able to advise the guests on the various forms of entertainment offered, the best means of transport to places of interest and so on. 

11) 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 

12) Attitude to Customers 

  The correct approach towards the customer is of the utmost importance. The staff must not be servile, but should anticipate the customer's needs and wishes. A careful watch should be kept on customers at all times during the service without staring. Care should always be taken when dealing with difficult customers. (There is really no such thing as a 'difficult' customer – they are normal people whom one is uncertain how to deal with.) Staff should never argue with customers as this will only aggravate the situation. All complaints should he referred to someone in authority in the food service area. 

13) Honesty 

  This is all-important for the staff in dealings with both the customer and the management. If there is trust and respect in the triangle of staff, customer and management relationships, then there will be pleasant work atmosphere which encourages efficiency and a good team spirit among the food and beverage service operators.