5. BASIC ETIQUETTES
1. Attend to guest as soon
as possible.
2. Wish guest the time of
the day and welcome
them to the restaurant.
3. Be polite to guests.
4. Assist guests.
5. Help to seat the ladies
first.

6. 6. Provide extra cushion or
special chairs for
children.
7. Do not interrupt a guest
conversation when
speaking.
8. Do not overhear
conversation.
9. Avoid mannerisms.
10.Stand erect at all times.

8. 16.Carry pencils in the trouser
pockets.
17.Desist from chewing gum or
beetle nut.
18.Present the bill/check to the
host discreetly.
19.Avoid soliciting for tips.
20.Remove tips after guest have
left.
21.Enter and leave the
restaurant through the service
door only.

9. Clean cutlery in fresh
water and dry them
before use.
Lead guest to only
clean tables.
Remove soiled dishes
& leftover foods from
tables immediately.
Wipe glasses with a clean
waiter-cloth and hold up
the glasses against a light
to detect any stains and
thumb impressions.
Keep sideboards, table
& other surroundings
clean and meticulous.
Hygiene and
Sanitation
Bar mirrors as well as
plate glasses should be
free from stains.

10. Teams can meet significant performance challenges. They
have a common purpose and are able to assist when a team
member is slow. Harness the complimentary skill of other
team members and have trust in their competency. Can be an
influence on each other to be ethical, disciplined and
motivating.
A team is a small independent group of people with
complementary skills who are committed to a common
purpose, performance goals and approach for which they hold
themselves mutually accountable.
TEAMWORK

11. • To build commitment to the
common purpose.
• He fills in gaps in
competencies, delegates
leadership.
• A hands-on performer with
the team.
• Makes key decision.
• Manages external
relationships:
a. Management
b. Guests
c. Government
The direct teams are the kitchen,
stewarding and service staff, and
each has distinct skills.
The indirect teams are purchase
receiving, store, account,
housekeeping and engineering.
• Performers who find excitement in
their performance.
• Takes ownership of the task and
objectives and hold themselves
accountable for success or failure.
• They have a sense of urgency with
youthful enthusiasm and energy.
• A result oriented and respect each
other.

12. ATTITUDE
Attitude is a buzzword.
Attitudes are something that we own and are
responsible for. It comes from within and can
be positive or negatives based on one’s
experiences.

13. The joy of serving people.
A cheerful attitude is an asset.
Cooperation is vital in team performances.
Pride in one’s work bring excellence.
Initiative is a valued competency in today’s world.
Salesmanship is a vital job requirement.
Honesty is a precious tribute.

14. It is the hallmark of a good service
professional.
The temptations in a hotel are many.
Two types:
a. Physical : grooming and pysical
conduct play a role.
b. Mental : demands sincerity, honesty
and perseverance.

15. T
I
P
S
:
Update oneself continuously with the house rules
and regulations.
Make disciplined behaviour bring reputation,
recognition, better rewards.
Act professionally at work.
Amend mistakes immediately.
Always air grievances in privacy.
Be an example to others.
Improve skills.

16. Common reasons for indiscipline
Unavoidable
Circumstances
• Presence of crucial elements like sickness.
• Your team needs you.
Adventurism
• Desire to be different can be converted to
innovation.
System of Control
Absent/ Inefficient
• Self regulation is one of the empowerment
tools given to modern professionals.
Ignorance of
Rules
• Update constantly with the current rules &
regulations.
• Clarify rules during briefing.
• Ignorance of rules is a crime.

17. Common reasons for indiscipline
To attract
attention
• Get attention by excellent performance.
Does not accept
the system
• Clarify problems and doubts openly with the
superiors.
• Move out
Rebel
• Those who bring about a change.
• Instituted through dialogue and cooperation
• Not rebellion
Affiliation with
negative groups
• Are counter-productive to good performance.
• Associate with winners.

18. Common reasons for indiscipline
Bad habits
• Cultivate good habits.
Short Cuts
• Distinguish between innovation
and taking shortcuts.
• Innovations do not harm
organizations.
• Short cuts do.

19. • It is the hallmark of a good
waiter to be courteous on
all occasions.
• Courtesy should be
inherent in ones nature and
a sign of ones desire to
please those with whom
one comes into contact
with.
• Advantage and necessity of
being courteous should be
emphasized as it not only
smoothens operations, but
also ensures better
relationships.
COUERTESY

20. 1. Guest should be received at the
door in a pleasant manner and
escorted to their table. Help
them to seat by pulling the
chair.
2. Call guests by their names if
you know them. Do not
mispronounce names.
3. When seats are full, escort
them into the bar counter or
nearby bars or any facility if
they wish to wait. If possible
accompany guest.
4. Ask guest if the area being
presented for them to seat and
eat is agreeable to them.
Examples of Courtesy

21. 5. Use the “assist” word
when approaching to
guest.
6. Leave the menu to the
guest for a moment and
wait for their signal when
they are ready to give
their orders.
7. Guest should never get
the feeling that they are
being hustled.
8. If a guest says his food or
drink is not right, do not
argue.
Examples of Courtesy

22. 9. if you are busy and cannot
attend to guest at once, inform
guest that you will attend
shortly.
10. Guest can be impatient if he
cant see the station waiter.
Server’s from other stations
should approach say “I will
send your station waiter,
sir/ma’am”.
11. Always present the bill without
delay.
12. After the breakfast service, say
“ Thank you, have a pleasant
day”. Say with utmost
sincerity.
Examples of Courtesy
13. After the service, say “Thank
you, I hope everything is alright.
Do come again” or “It’s been a
pleasure serving you. Please
come again soon”.