Staff attributes, skills and

knowledge
 On your own understanding, for you to be
successful in food and beverage service, what
is the required skills for a member of staff
should have?

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 Staff Member Should Have..

1. 1. Sound product knowledge

2. 2. well-developed interpersonal skills
3. 3. A range of technical skills and
4. 4. the ability to work as part of a TEAM
Attributes of food and beverage
service personnel?

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 Attributes of food and beverage service personnel

Professional and hygienic appearance

• Staff should be clean and should use deodorants

• Aftershave and perfumes should not be too strong
• Sufficient sleep, an adequate and healthy intake of
food and regular exercise is essential for good health
and the ability to cope with the pressures and stress of
work.

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 Attributes of food and beverage service personnel

Knowledge of food and

beverages and technical ability

• Staff must have sufficient knowledge

of all the items on the menu and wine
and drink lists in order to advise and
offer suggestions to customers.

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 Attributes of food and beverage service personnel

Punctuality

• Punctuality is all-important. If staff

are continually late on duty it shows
a lack of interest in their work and a
lack of respect for the management
and customers.

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 Attributes of food and beverage service personnel

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

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 Attributes of food and beverage service personnel

Personality

Staff must be tactful,

courteous, good
humored and of an
even temper.
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 Attributes of food and beverage service personnel

Attitude to
customers
The correct approach to the
customer is of the utmost
importance. Staff must provide
service but should not be servile and
should be able to anticipate the
customer’s needs and wishes.
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 Attributes of food and beverage service personnel

Cultural awareness
The cultural diversity of
customers is increasing and this
is reflected in factors such as
language, dress and traditions as
well as dietary

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 Attributes of food and beverage service personnel

Memory

A good memory is an
asset to food and beverage
service staff

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 Attributes of food and beverage service personnel

Honesty
Trust and respect in the triangle of staff,
customer and management relationships
lead to an atmosphere at work that
encourages efficiency and a good team
spirit among the food and beverage
service operators.

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 Attributes of food and beverage service personnel

Loyalty
Staff obligations and loyalty
are first to the establishment in
which they are employed and
its management.

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 Attributes of food and beverage service personnel

Conduct
Staff conduct should be
impeccable at all times,
especially in front of
customers.

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 Attributes of food and beverage service personnel

Sales ability

All members of staff

reflect the image of
the establishment.

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 Attributes of food and beverage service personnel

Sense of urgency
In order for the establishment to
generate the maximum amount of
business over the service period, with
as high a net profit as possible, staff
must develop a sense of urgency in
their work.

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 Attributes of food and beverage service personnel

Complaints

Staff should have a pleasant

manner and demonstrate
courtesy and tact, an even
temper and good humor.

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 Attributes of food and beverage service personnel

Contribution to the
team
Above all, staff should be
able to work as part of a team
within and between
departments.

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Key Service
Conventions

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Always work as Work hygienically
part of a team and safely

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Pass other Avoid contact
members of staff between
by moving to the fingers and
right mouth or hair

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Cover cuts and Use checklists for
sores preparation tasks

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Prepare service Consider using
areas in sequence white gloves

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 Hold glasses or cups at
Use a model lay- the base or by the
up handle

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Hold cutlery in
the middle at
the sides
between the
thumb and
forefinger
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 “
Essential Technical Skills
 Holding and using a service spoon and fork, and other
service equipment

For the service of

food at a customer’s
table, especially for
silver service, and for
serving at a buffet
 Carrying plates

When placing and

clearing plates from a
customer’s table
 Using a service salver (round tray)

For carrying glasses,

carrying tea and
coffee services, as an
under liner for entrée
dishes and for potato
and vegetable dishes
 Using a service plate

For carrying items to and

from a table, including
clean cutlery, clearing
side plates and knives,
crumbing down and
clearing accompaniments
 Carrying glasses

Carrying clean glasses

by hand or on a salver
and for clearing dirty
glasses from a service
area
 Carrying and using large trays

For bringing
equipment or food and
beverage items to the
service area
and for clearing used
equipment from the
service area
 Interpersonal Skills

Face-to-face

Communication Telephone communication

Written communication

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 Dealing with customers during service

▸ Showing customers to their ▸ Offering water or rolls

table ▸ Explaining food and
▸ Seating customers beverage items
▸ Handling coats/wraps ▸ Being culturally aware
▸ Handing menus/wine lists ▸ Serving and clearing
to customers ▸ Offering accompaniments
▸ Opening and placing a
napkin
▸ Talking to customers
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 Dealing with children

▸ Are high chairs/seat ▸ The portion size required if

cushions required? items are ordered from the
▸ Restrictions on the service standard menu
of alcohol to minors. ▸ For the safety of both
▸ Are children’s meal menus children and others, staff
required? should be aware of
children’s movements.
▸ Should the children be
older, then they should be
addressed as either ‘Sir’ or
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 Lost children
▸ A complete description of the ○ color of hair
lost child should be obtained: ○ whether any accessories were
○ male/female being carried, e.g. a doll.
○ name ▸ Immediately inform the
○ age supervisor/security.
○ where last seen
○ clothing worn ▸ Put a constant watch on all
○ any predominant features entrances/exits.
▸ Check all cloakroom/rest areas,
play areas and the immediate
vicinity where the child has
been reported missing.
▸ Should nothing result from
37 taking the above actions,
 Handling complaints
example reasons for complaints

▸ service was slow ▸ l server has been inattentive

▸ l food when served was cold ▸ l wrong dish was brought to the
▸ l wine served was at the table
incorrect temperature ▸ l explanation of the menu was
▸ l reservation made was not inaccurate
recorded in the booking diary ▸ l poor attitude of staff.

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 Handling complaints
What should you do?
▸ Do not interrupt the customer – let them have their say and make
their point.
▸ Apologies – but only for the specific problem or complaint.
▸ Restate the details of the complaint briefly back to the customer to
show you have listened and understood.
▸ Agree by thanking the customer for bringing the matter to your
attention. This shows you are looking at the problem from the
customer’s perspective.
▸ Act quickly, quietly and professionally and follow the
establishment’s procedures for handling complaints.
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 Handling complaints
Never:

▸ lose your temper

▸ take comments personally
▸ argue
▸ lie
▸ blame another member of staff or another department

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Q: What is the importance
of learning F&B staff’s
attributes skills and EAR
knowledge?

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