service personnel

8/6/2019 Service Personnel

1/32

F & B

SERVICEPERSONNEL


2/32

Basic etiquette


3/32

Attitude and attributes

1. Personal HygieneandAppearance

well-groomed and

clean at all times Sufficient sleep

Clean shaven men,women light make up

Clean uniformsAvoid mannerisms.

Infections reported.


4/32

2. Good Conduct

calm and pleasant,

even in the most tiring

circumstances. Tact, punctuality and

honesty are admirable

qualities among service

personnel.

.


5/32

Good Memory helps the service

personnel to attend to

small but important

details remembering a guest's

name

likes and dislikes

regarding food and

beverage


6/32

4. Observation

A keen sense of observationand an eye for detail.

ability to anticipate what aguest or the managementneeds, even before it isasked for.

Concentration and Skill Service staff should develop

a sense of urgency in theperformance of their duties.

Bad service is surely noticedand talked about

Service should be promptwithout the show of haste.


7/32

6. Salesmanship

technical salespersons; hence

they should have a thorough

knowledge kept informed of deletions or

additions to the menu.

7.Ability toAssumeResponsibility

able to cope up with the demands

of the job ]

Loyal to their employers,responsible to the guests and

friendly towards their fellow

workers.

Not consider any job as menial


8/32

8. Maximize Revenue

Cutting down on costsand maximizing the

revenue.

9. Punctuality

Lack of respect for themanagement andcustomers.

10.Local Knowledge

Advise the guests on thevarious forms ofentertainment offered, thebest means of transportetc.


9/32

11. Personality

tactful, courteous, good humouredand of an even temper.

converse with the customer in apleasing and well-spoken mannerand the ability to smile at the righttime.

12.Attitudeto CustomersMust not be servile, should anticipate

the customer's needs and wishes.

A careful watch should be kept on

customers at all times during theservice without staring..

Never argue.

Complaints should he referred to

higher authority.


10/32

13 Honesty

In the triangle of staff,

customer and

managementrelationships, there

will be pleasant work

atmosphere.


11/32

ORGANISATIONAL HIERARCHY


12/32


13/32

F & B Manager

Reportsto : GeneralManager

Profitmargins are achievedforevery financial period.

Preparing newwine lists as

pertrends.Purchasing f& bmaterials.

Introducing newitemsinlieuwiththe chef.

Maintaining higheststandards.

Employing, training,promoting, firing.

Holding regularmeetings

withsection heads


14/32

Restaurant Manager/Supervisor/dining

Room Manager

Reports to: F& B Manager,

General Manager

Job Description:

Operation of dining rooms

Helps in hiring, training

scheduling of staff

Maintains service standards.

Briefings and Supervision

Menu planning, Cost Control

,Sales

Guest Complaints


15/32

Maitre d Hotel/Headwaiter/Supervisor

Supervises Captains, Waiters,

Busboys andwinestewards Supervisesoverall operations, (pre-

preparation).

Reservations.

Greeting & Seating. Training and Scheduling.

Maintain Servicestandardsholdsbriefings

HandleGuest complaints.

Relievesthe Restaurant Manageronhisday off

Planning ofMenus and Control.


16/32


17/32

Busboy

Assists the stationwaiterin his duties

Brings in dishes from

kitchen; bills, bar orders

Refill sideboards as and

when required.

Serves water; helps in

service of silverw

are


18/32

Sommelier/Wine waiter/Wine Butler/Chef

de vin

Service of all

alcoholic drinks

during the meal.


19/32

Room Service Order taker

Takes Orders from

guests in rooms

Processes Orders and

writes K.O.T.

Makes the Check SmallerUnits).

Filling, Organizing,

Understanding working of

the dept. Handling Guests

Complaints


20/32

Room Service Waiter

Similar to Restaurantwaiter.

Guest handling of

rooms.

Responsible for

guests checks


21/32

Cashier

Makes checks, collectsthem back posts them to

the guests account.

Makes sales summary at

the end of day.

Coordinates with outlet

for quick posting of bills

and rectifies erroneous

bills.


22/32

Hostess

Receives guests;

seats them and offers

menu card.

Assist the stationwaiters with

personalized service.

Handles the written

work in the dept.


23/32

INTER DEPARTMENTAL

COOPERATION.

Food Production

Menu planning.


24/32

Kitchen Stewarding.

Involved with cleanliness

of Kitchen Potwash andwash area.

Storage and issue of

kitchen and service

equipment. Chief executive Steward.

Stewarding Supervisors,

cleaners, helpers,

storekeepers etc.

Requisition; Kitchen

stewarding indent book


25/32

Bar/Service Bar

Requirement of

alcoholic beverages

,canned juices,

aerated waters and

tobacco.

To display non

available items.

B.O.T.


26/32

Accounts

Interaction via variousoutlet cashiers.

Cashiers receive copy of

K.O.T. and raise bills

accordingly.Dining room is in direct

coordination with the

cashiers

Weekly basis coordination

with the control of K.O.T.

books.


27/32

House Keeping

General Upkeep of the

Hotel.

Periodic cleaning all

public area May be called for

occasional spills,

accidents etc. (laundering

guests spoilt clothes.

Handling Uniforms.

Flower arrangements.


28/32

Engineering

Air conditioning,

Lighting, Plumbing

and general

maintenanceMaintenance work

order book.

Periodic Renovation

and repairs


29/32

Front Office

Communication w.r.t.guest status (VIP,HWC,HG etc), groupstaying, company guests,etc.

Dining room and roomservice coordinate with F.O.for:

guests lists,

billing instructions,

amenities placements inrooms,

problem handling duringnight shift.

allied services.


30/32

Stores

One or Divided.

Service dept. gives

stores its

requirements likeproprietary sauces

and seasonings, and

materials like doilies.

Paper napkins,candles, office

materials, etc via

indent books.


31/32

Personnel dept.

Staff requirement andemployment.

Disciplinary actions

In charge of staff

cafeteria, lockers etc Employees get their

leave applicationsprocessed and leave

cards updated.Discrepancies in time

card.

Job descriptions and job

specifications drawn up.


32/32

SecurityHandles the safety

aspect.

Safety, first aid drills, fire

fighting exercises.

Vehicle parkingClose contact with local

police.

Service may require

them to evict unrulypeople, with unpaid bills

drunkards etc.

Maintain law and order

service personnel

Documents