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Food and Beverage Service

The Staff of Restaurant

 Food and Beverage Servers are customer service professionals that work
for restaurants, cocktail bars and other establishments.
 In addition to serving food and drinks, Food and beverage Servers
perform tasks, such as setting up tables, removing used dishes and
preparing simple dishes. They serve as the main point of contact for
customers.
 A Food and Beverage Server may work for a single establishment, or
they may work for third-party catering companies.
 A good portion of their income in the United States usually comes from
tips. The career is expected to grow at 3 percent over the next ten years,
which is less than average.
The Staff of Restaurant

Duties and Responsibilities
1. Provide Customer Service
 The Food and Beverage Server is the face of the restaurant and has considerable
influence on its patrons’ experience.
 They must maintain a professional and friendly demeanor and offer timely
assistance to customers in order to ensure that their needs are met.
 If any issues arise with throughout the customer’s dining experience, the Food
and Beverage Server is responsible for resolving it.
2. Take Orders
 Presenting menus, answering questions and offering suggestions, the Food and
Beverage Server will guide patrons through the restaurant offerings and
eventually take down their chosen orders.
 It is often the duty of the Food and Beverage Server to explain menu items, assist
patrons with special dietary needs and recommend menu items that the
restaurant would like to sell more of.

3. Serve Food and Beverages
 Responsible for bringing orders from the kitchen to customers, Food and
Beverage Servers must remember where to bring each order or maintain an
organized record of order to which he or she can refer.
 They are also responsible for keeping beverages filled, following up with tables
to see if their needs are still met and clearing plates as they’re finished. Should
an order be filled incorrectly, it is the Food and Beverage Server’s duty to fix the
order and bring out a new one.

4. Clean and Prepare Tables
 In order to ensure that tables are prepared for each party, the Food and
Beverage Server must clear tables of all plates, cups, and flatware after a party
leaves, wipe down tables and properly re-set them with clean tableware.
 Depending on the establishment, the Food and Beverage Server may be solely
responsible for this, or he or she may have assistance from hosting and bussing
staff members.
 The Food and Beverage Server must ensure that the restaurant maintains proper
standards of cleanliness and sanitation.
5. Process Payments
 Food and Beverage Servers ensure that patrons receive their bills in a timely
manner and that all orders are properly listed and priced.
 They receive and process payments, operating the register, and return paid
checks and receipt to customer.
 They are responsible for resolving any discrepancies in billing.

Restaurant Manager / Asst. Restaurant Manager
Overseeing the efficient running and profitability of restaurants and for
managing their employees.

DUTIES AND RESPONSIBILITIES
 Supervises food and beverage service staff in accordance with operating policies
that he or she may help establish.
 Creates a positive team atmosphere among Team Members.
 Maintains records of staff periodic manner and operating costs.
 Provides feedback and coaching to the Team regularly.
 Understands building capability through Cross training
 Treats all Team Members fairly, with respect.
 Sets high standards for appropriate team behavior on shift.
 Works with food and beverage staff to ensure proper food presentation and
proper food-handling procedures.
 Handle guest complaints in restaurants.
 Schedules periodic food and beverage service staff meetings to ensure correct
interpretation of policies and obtain feedback from staff members.
 Maintain budget and employee records, prepare payroll, and pay bills, or monitor
bookkeeping records.
 Check quality of deliveries of fresh food and baked goods.
 Meet with sales representatives to order supplies such as tableware, cooking
utensils, and cleaning items.
 Arrange for maintenance and repair of equipment and other services.
 Total receipts and balance against sales, deposit receipts, and lock facility at end of
day.

 Ensures new products are executed properly following roll-out.
 Is capable of handling irate customers with a friendly/calm attitude.
 Ensures product quality and great service.
 Shows enthusiasm about guest within the restaurant.
 Is flexible in dealing with changes/problems (e.g., being short staffed).
 Has effectively forecasted restaurant needs.
 Shifts priorities and goals as work demands change.
 Priorities tasks effectively to ensure most important tasks are completed on time.
 Delegates and follows-up effectively.
 Taking Ownership of issues or tasks and also give detail update of the F&B
manager and the General Manager.
 Seeks, listens and responds to Guest feedback.
 Coaches team on how to exceed Guest expectations.
 Does not blame others; takes accountability for problems.
 Effectively identifies restaurant problems through reports and can ideate &
execute to resolve the same.
 Proficiency in using computer software to monitor inventory, track staff schedules
and pay, and perform other record keeping tasks.
 Proficiency in Point of sale ( POS ) software, inventory software, Restaurant guest
satisfactory tracking software etc.
 Assist in planning regular and special event Menu.

Head Waiter / Restaurant Captain
Overseeing the efficient running and profitability of restaurants and for
Supervising their employees.

 Always greet and welcome guests promptly in a warm and friendly manner.
 Always thank and give fond farewell to guests conveying anticipation for their
next visit.
 Assist guest with table reservation.
 Assist guest while seating.
 Ensure guest are serviced within specified time.
 Has a good knowledge of menu and presentation standards.
 Speak with guests and staff using clear and professional language, and answer
phone calls using appropriate telephone etiquette.
 Able to answer any questions regarding menu and assist with menu selections.
 Able to anticipate any unexpected guest need and reacts promptly and
tactfully.
 Always applies service techniques correctly at all times, and serving Food &
Beverage items with enthusiasm.
 Serve food courses and beverages to guests.
 Set tables according to type of event and service standards.
 Record transaction / orders in Point of Sales systems at the time of order.
 Communicate with the kitchen regarding any menu questions, the length of
wait and product availability.

 Communicate additional meal requirements, allergies, dietary needs, and special
requests to the kitchen.
 Check with guests to ensure satisfaction with each food course and beverages.
 Responsible for clearing, collecting and returning food and beverage items to
proper area.
 Maintain cleanliness of work areas, china, glass, etc. throughout the shift.
 Reviews order dockets ensuring accurate and timely preparations for order
requirements accordingly.
 Present accurate final bill to guest and process payment.
 Perform shift closing on the Point of sales terminal and tally cash and credit card
settlements.
 Ensures that the restaurant is always kept clean and organized, both at the front
as well as the back of house areas.
 Ensures that hotel brand standards and SOP's are consistently implemented.
 Work with fellow staffs and manager to ensure that the restaurant achieves its
full potential.
 Completes the daily responsibilities that are set for each individual shift.
 Complete closing duties, including restocking items, turning off lights, etc.
 Conducts monthly inventory checks on all operating equipment and supplies.
 Take an active role in coaching and developing junior staff.
 Any other duties related to food and beverage service assigned by the manager.

Hostess/ Maitre d'hôtel de reception
Ensure that all guests are served to the hotels standard in the Restaurant

 This person is generally a lady who in charge of receiving the guests and taking
him or her to the particular table
 She takes the table booking and on receiving the guest takes the guest to the
particular table
 She gets the comment register/ card filled up by the guest and takes the general
feedback from the guest
 She should be pleasant in her behavior
 She updates the booking diary and passes all the relevant information to the
restaurant brigade & restaurant manager
 She should be tactful enough to handle situations of complains from the guest
 In case of a VIP guests she is the one to present the check to the guests
 She assists the restaurant manager in doing the sales call for the restaurant
 She should be well versed with the current affairs and the state laws pertaining
to restaurant such as dry

Waiter and Assistant Waitress
Ensure that all guests are served to the hotels standard in the Restaurant

 Greets guests and presents them with the menu.
 Informs guests about the special items for the day and menu changes if any.
 Suggest food and beverages to the guest and also try to upsell.
 Take food and beverage orders from the guest on the order taking pads or on the
handheld Point of sale ( POS ) system.
 Obtaining revenues, issuing receipts, accepting payments, returning the change.
 Performing basic cleaning tasks as needed or directed by supervisor.
 Filling in for absent staff as needed
 Punch the order on the POS machine and make sure to enter the special
requirements made by the guest while ordering the food. E.g. No Garlic, less
spicy etc. Without egg etc.
 Communicate to the guest and provide assistance with their queries.
 Co - ordinate with the bus person, kitchen staff, bar staff to ensure smooth
operation and guest satisfaction.
 Server food and beverage to the guest as per the course of order.

 Observes guests and ensure their satisfaction with the food and service.
 Promptly respond to guest with any additional request.
 Maintaining proper dining experience, delivering items, fulfilling customer
needs, offering
 desserts and drinks, removing courses, replenishing utensils, refilling glasses.
 Prepare mixed drinks for service to your customers table.
 Properly open and pour wine at the tableside.
 Adhere to grooming and appearance standards consistently.
 Understands and can communicate products and services available at the resort.
 Must have some familiarity with basic cooking skills.
 Assist bus persons with stocking and maintain the restaurant par stock levels
and side station.
 Help other areas of the restaurant such as answering telephones and
completing financial transactions.
 Print closing report and drop the cash with the front office / accounts
department.
 Tally the Credit Card settlements for the day with the batch closing report from
EDC machine.
 Close the shift on the POS terminal.

Attributes of server

Physical Appearance
 Neat, clean and Crisp uniform
 Finger nails should be clean and trimmed.
 Clean shaved
 Polished shoes
 No jewelry for boys, girls with minimum jewelry (wedding ring is
allowed).
 Hair should be trimmed, girls should tie in bun.
 Bad mannerism should be avoided.

Behavioral Traits
1. Knowledge
- Facts of Area, Restaurant, Food and Wine
2. Proficiency
- Work to improve skills and add to skill base
3. Attentiveness
- Knows the “state” of the dining room ( 1 “n”)
4. Preparedness
- Mise en Place
5. Efficiency
- No “empty hands”
6. Persuasiveness
- Subtle sale technique to express caring
7. Loyalty
- Don’t blame the kitchen; sense of “ownership”; be a team player
8. Honesty
- Guest must be able to trust staff

9. Politeness
- Open doors, pull chairs, give directions, treatment of fellow staff
10. Dependability
- Can your employer count on you?
11. Composure
- No idle chit chat. Proper discussion is about the meal and its
service. (host stand hangout)
12. Sensitivity
- “read” the guests needs

Salesmanship

Salesmanship
 A good waiter should be able to sell anything.
 He / She should be interactive without being intrusive.
 Communication skills are of utmost importance.
 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.

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