Department: Food & Beverages
Supervisor: F&B Manager/Director
Responsible: All F&B Employees

Apart from possessing a sound knowledge of food and wines which the restaurant offers, the server must know the proper way to ‘lay a table’, understand how to take an order correctly, be familiar with sequence and protocol of service and be versed in the rules of etiquette required in formal dining.

Professional characteristics of a restaurant staff:

  • Unobtrusive
  • Approachable Efficient
  • Optimistic & Prompt
  • Enthusiastic & Observant
  • Knowledgeable (of product, service and general information)
  • A Good Listener & Anticipative
  • Graceful & Attentive
  • Well mannered
  • Able to make Guests Feel at Ease
  • Reliable & Sincere
  • Outgoing & Service Conscious
  • Punctual & Team Player
  • Healthy & Behaves Positively
  • Helpful & Considerate

Appearance: 

  • Employees should be well-groomed and neat, dressed in clean, well-fitted uniforms, wear a name badge and create a positive first impression.

Service aspects:

  • Employees must speak clearly, and their level of English should allow for two-way communication with the guest.
  • Employees should engage in conversation in a balanced, natural (not scripted/formal, free of jargon and slang), friendly, and interested manner.
  • While serving the guest, employees should behave confidently and be able to answer questions about hotel services or promptly find the necessary information for the guest.
  • Service should be attentive, with employees thoughtfully anticipating the wishes/needs that may arise for the guest.
  • Employees should use an individual approach in communicating with the guest, in any format appropriate for the guest, and engage them with attentive care.
  • Employees should work cohesively, organized, and professionally, without being intrusive or repetitive in their actions.
  • Employees must be active listeners, not interrupting the guest, giving them their full attention (i.e., the guest should not have to repeat themselves).
  • Employees should be ready to serve (maintaining a professional posture) and be aware of the presence of guests while communicating with each other.
  • If necessary, employees should demonstrate composure and engagement towards the guest in difficult situations and offer suitable alternatives/solutions.

Important things to pay attention to:

  • Guest should be always greeted in a warm, friendly, genuine and welcoming manner to create an excellent first impression.
  • The guest’s name should always be used when suitable and possible.