Food and Beverage Services NC II

Food and beverage services are the process of preparing and serving food and drinks to customers. This covers a broad range of cuisines and styles.

Types of Food and Beverage Services

Cafeterias: Restaurants that serve mostly cooked food at a counter; patrons serve themselves or order from attendants. Options may include ready-made portions or self-service.
Casual Dining Restaurants: Restaurants with moderately priced food in a casual setting. Typically offer table service, except for buffet-style restaurants. This market category sits between fast food and fine dining establishments.
Family Style Restaurants: Fixed-price restaurants offering a fixed menu, often with diners seated at communal tables (like benches). Sometimes includes children's play areas.
Specialty Restaurants: Restaurants ranging from quick service to upscale, specializing in multicultural cuisines like Asian, Chinese, Indian, and American. Focuses on ethnic dishes and/or authentic ethnic foods.
Bistro: Small restaurants that serve simple, moderately-priced meals, usually with alcoholic beverages. Food includes French-style or slow-cooked dishes.
Bar: A long, raised bench designed for dispensing alcoholic drinks (and potentially other beverages), typically beer or other alcohol. Historically, the bench design allows for customers to rest their feet.
Coffee Shop: Establishments that serve coffee (various types), and potentially cold drinks (like iced coffee or iced tea). Some may also offer light snacks, sandwiches, muffins, or pastries.

Food and Beverage Attendant/Waiter

A food and beverage attendant/waiter is a competent individual who provides food and beverage services to guests in various hospitality contexts (hotels, restaurants, motels, clubs, canteens, resorts, and luxury liners).
Essential qualities include knowledge, skills, and positive attitudes towards providing food and beverage services to customers.

Duties and Responsibilities of the Food and Beverage Attendant/Waiter

Basic Function: Takes and serves food and beverage orders according to service standards.
Specific Duties:
- Prepares necessary containers, supplies, napkins, tray, cutleries and mis-en-place.
- Refill condiments like salt and pepper.
- Maintain par stock levels for service station.
- Set up and maintain tables.
- Study menus, identify specialties, and address out-of-stock items, offering suggestive sales.
- Take orders and serve food and beverages.
- Place orders with the kitchen and retrieve orders.
- Assist with welcoming and seating guests.
- Present bills, collect payments, and remit payments to the cashier.
- Address guest inquiries, requests, and complaints.
- Clear tables of soiled dishes, and dispose of trash (in the absence of a busboy).
- Perform other duties assigned by superiors.

Staff Qualities, Skills, and Knowledge

Professional and Hygiene Appearance:
- Staff must be clean and use deodorants, but not strong-smelling ones.
- Aftershave and perfumes should be mild to avoid palette problems for customers.
- Adequate sleep, healthy food, and regular exercise are key for health and stress management.
- Hands must be clean and well-groomed.
- Clean, trimmed nails are important.
- Men are generally clean-shaven. Moustaches and beards should be neatly trimmed.
- Women should wear light makeup. Nail varnish, if worn, should be clear.
- Earrings, if worn, are limited to studs or sleepers.
- Uniforms should be clean, starched, appropriate, and neatly pressed; buttons should be intact.
- Long hair must be tied up to avoid it falling into food and beverages, and avoid repeated hair handling.
Knowledge of Food and Beverages and Technical Ability: Staff must know menu items, how to serve dishes correctly, accompaniments, correct cover use, and dish presentation. They should know how to serve beverages (wine and drink types) correctly (use of glasses and cups) in appropriate settings (temperature).
Punctuality: Staff should arrive on time; lateness reflects negatively on work ethic and respect for management and guests.
Local Knowledge: In the interest of the guests, staff should have a good understanding of the area where the operation is located; offering advice on attractions, transportation, etc.
Personality: Staff must be courteous, tactful, and maintain a positive attitude that includes an even temperament and a good sense of humor. Communication with guests should be pleasant and well-spoken. Smiling as appropriate is also important.
Attitude toward the Guests: Staff must provide prompt service and anticipate guests' needs and desires. Keep a watchful eye on guests (without being overtly intrusive) to ensure smooth service and to address any issues during the meal.
Memory: A good memory can assist in providing improved service by remembering guest preferences, order history, seating or dining preferences, and other useful and relevant information.
Honesty: Trust and respect among staff, guests, and management lead to efficiency and teamwork.
Loyalty: Staff's primary loyalty should lie with the establishment and its management.
Conduct: Staff behaviour should be exemplary at all times, especially in front of guests. Rules and regulations of the establishment and respect for senior staff members must be followed.
Complaints: Staff must handle complaints with a pleasant demeanor, courtesy, and a controlled temperament. Arguments with guests should be avoided; complaints should be referred to the appropriate higher-level staff, with a goal of resolution.