Food And Beverages Services (Darwin) PDF

MODULE 1 LESSON 1: Duties and Responsibilities of a Waiter  INTRODUCTION Duties and responsibilities of a food and beverage service attendant/waiter. Skills and knowledge required to provide food and beverage service to customers in different hospitality industry esta...

MODULE 1 LESSON 1: Duties and Responsibilities of a Waiter  INTRODUCTION Duties and responsibilities of a food and beverage service attendant/waiter. Skills and knowledge required to provide food and beverage service to customers in different hospitality industry establishments.  What is Food and Beverage Service or FBS Attendant/Waiter?  F and B SERVICE ATTENDANT/WAITER The FBS Attendant is a competent person who provides food and beverage services to guests in hotels, motels, restaurants, clubs, canteens, resorts and luxury liners.  F and B SERVICE ATTENDANT/WAITER The FBS attendant/waiter should have the knowledge, skills, and attitudes required to provide food and beverage services to customers in different hospitality industry establishments.  BASIC FUNCTION Takes and serves food and beverage orders according to prescribed standards of service.  SPECIFIC DUTIES 1. Looks after the necessary preparations before the start of operation: – wipes/prepares the necessary containers, mis-en-place, napkins, tray, cutleries, other supplies; SPECIFIC DUTIES  SPECIFIC DUTIES –refills salt and pepper shakers and other condiments. –checks and re-stocks service station and sees to it that the par stack is maintained. –sets-up the table and installs required facilities. SPECIFIC DUTIES SPECIFIC DUTIES  SPECIFIC DUTIES 2. Studies the menu and familiarizes himself with the outlet’s specialties as well as out of-stock items and undertakes suggestive selling; Knows the menu and specialties. Does suggestive selling for out-of-stock items  SPECIFIC DUTIES 3. Takes order and serve food and beverages; 4. Places orders to the kitchen and pick up orders (in the absence of a busboy). 5. Assists in welcoming and seating guests.  SPECIFIC DUTIES 6. Presents food bill to guest, receives payments and remits the same to the cashier. 7. Attends to guests’ inquiries, requests and complaints.  SPECIFIC DUTIES 8. Clear-stable of soiled dishes, dirt and trash (in the absence of a busboy). 9. Performs other side duties and assignments given by the superior.  MODULE 1 LESSON 2: Attributes of a Good Waiter  INTRODUCTION A good FBS attendant/waiter needs to have a good ability in order for him to deal with the hustle and bustle with a positive attitude to deliver good customer service. The FB personnel must possess the following attributes: Personal hygiene and appearance 1. Good grooming and clean presentation gives the waiter a feeling of well-being and the confidence to do the job efficiently and correctly. Personal hygiene and appearance Personal hygiene and appearance 2. Pride in one’s appearance is an essential quality of a good waiter. Guests will have the confidence in an establishment if the waiter is well groomed, neat and professional. Personal hygiene and appearance Personal hygiene and appearance 3. Hands are particularly important as they are constantly under the eye of the guest. Finger nails should be kept trimmed, well-shaped and very clean. Personal hygiene and appearance A meal can be spoiled for a guest by a waiter’s dirty nails. Personal hygiene and appearance 4. Playing with and fingering hair, face & hands should be discouraged at all times in the restaurant. Personal hygiene and appearance 5. Chewing gum is not permitted. Personal hygiene and appearance 6. Jewelry worn by service staffs should be kept to minimum. A watch, one plain ring and small plain earrings are permissible. Personal hygiene and appearance 7. For young people with skin problems like acne, care should be taken with diet- plenty of fresh fruits and vegetables and minimum of sweets, cleanliness is a must. Personal hygiene and appearance 8. Uniforms should be well tailored and fit properly. Personal hygiene and appearance Personal hygiene and appearance 9. Waiters should wear conservative comfortable shoes, well-polished and black socks. Personal hygiene and appearance 10. Waiters’ uniform is often designed according to the décor of the restaurant. Staff should understand that a well pressed, attractive uniform gives confidence not only to the personnel but also to the guests.  Attitude to work 1. A respectful manner towards guests and senior staff members is necessary. A waiter should never be servile, for he should be proud of his skills, particularly if he is a good waiter.  Attitude to work 2. A waiter is a technical salesman- he must have a complete knowledge of all food and beverage available in the establishment, their correct presentation and service  Attitude to work 3. All guests should be treated as V.I.P.s, regardless of whom or what they are and everyone should be given equal respect  Attitude to work 4. A waiter’s conduct should be of the highest degree at all the times, but particularly in front of the guest rules and regulations should be followed to the letter.  Attitude to work 5. Food service personnel should have pleasant manners, showing courtesy and tact, even temper and good humor when things go wrong  Attitude to work 6. The guest is always right- even when he is wrong. Never argue with a guest if the problem cannot be handled satisfactorily call a senior member of the staff with more experience to solve the problem  Attitude to work 7. So that the establishment makes the maximum amount of business and profit during the service period, service staff must develop a sense of urgency.  Attitude to work 8. Honesty is exceptionally important in dealing with both the guest and management. There must be trust and respect between all the three parties which develop a good team spirit and creates an efficient and pleasant atmosphere.  Attitude to work 9. Assist fellow workers where possible without interfering. Never say to a guest, “Sorry, that’s not my table”. Help where you can, it is everyone’s advantage in the long run.  Attitude to work 10. A second or third language is imperative for anyone working in the catering industry- take the trouble to learn language from the sub-continent as well as a foreign a foreign language. It will serve as career booster in the future. Assuming responsibility 1. As one grows in maturity one’s responsibility increases. To be able to assume responsibility is a sign of maturity itself. Assuming responsibility 2. One has responsibility towards ones employer, the guests and also ones fellow- workers. Furniture and equipments are costly; one has the responsibility to take care of it. Assuming responsibility 3. Responsibilities grow as ones skill increases. Assuming responsibility 4. Taking the job seriously, no matter how menial, will be recognized by those in higher authority.  SALES & SALESMANSHIP A good waiter should be able to sell anything. He / She should be interactive without being intrusive. Communication skills are of utmost importance.  SALES & SALESMANSHIP It is very important to be knowledgeable about the product one is selling. It is also important to enjoy the job as only then the waiter can make the guest happy. SUMMING IT UP  ATTRIBUTES Professional and hygienic appearance Knowledge of food and drink Punctuality Local knowledge  ATTRIBUTES Personality Attitude to customers Memory Honesty Loyalty Sales ability  ATTRIBUTES Urgency Customer satisfaction Handling complaints  MODULE 1 LESSON 3: Food and Beverage Service Personnel  INTRODUCTION The organizational structure of the food and beverage personnel. The job titles and responsibilities of the staff. The work flow. Job Description of service personnel  Food and Beverage Service Manager Basic function: Plans, organizes, directs and controls the delivery of services in all outlets, guestrooms and banquets and sees to it that policies and standards are complied with. Headwaiter or Outlet Supervisor Basic Function: Oversees food and beverage operations in his assigned outlet, and ensures that services are carried out in accordance with prescribed standards and policies.  Captain Waiter Basic Function: Oversees the set-up and delivery of services in his/her assigned station.  Receptionist Basic Function: Welcomes and greets customers at the entrance and escorts them to their tables. FBS Attendant/Waiter Basic Function: Takes and serves food and beverage orders according to prescribed standards of service.  Busboy Basic Function: Dining room helper and runner  Bartender Basic Function: Prepares/mixe s alcoholic and non-alcoholic beverages according to prescribed standards.  Barboy Basic Function: Acts as runner and helper in the bar.  The Workflow from the Dining room to kitchen  INTRODUCTION As a food and beverage service personnel, you have to follow the flow of service from dining room to kitchen to ensure the smooth flow of work and to be able to provide the best service to your guests.  WORK FLOW 1. Waiter takes orders from the guests, give order slip to counter and kitchen. 2. Food ordered by the guests are prepared in the kitchen, by the chef 3. Waiter serves the food from the kitchen to the appropriate service points. 4. Bus boy clears soiled dishes from the dining area. WORK FLOW  ACTIVITY 1. Divide the class into 4 groups (by barangay) 2. Assign each member as FBS waiter, bartender, etc. 3. Role play the FB service personnel and work flow.  EVALUATION A. Describe a food and beverage attendant/waiter. B. What are the duties and responsibilities of the following? 1. FBS Manager 2. Head Waiter 3. Captain Waiter 4. Receptionist 5. FBS Attendant/Waiter 6. Bartender 7. Busboy 8. Barboy  HOMEPLAY 1. List 20 dining tools and equipment found in your kitchen. 2. Bring your table napkins.  REFERENCES http://e-tesda.gov.ph/course/catego ry.php?id=46 http://hospitalitynu.blogspot.com/2 012/08/attributes-of-good-waiter.ht ml