This document provides an overview of the role of waiters and food and beverage service staff. It discusses the different types of food and beverage establishments, the typical roles and classifications of service staff, and the importance of personal hygiene and presentation. It also describes a typical restaurant staff structure, with roles like head waiter, station head waiter, and sommelier. Maintaining high standards of hygiene, grooming, and uniform presentation is emphasized as crucial for providing good customer service and a positive dining experience.

1. Chapter 1
HOSPITALITY AND THE WAITER
BY: MUMTAZUL ILYANI

2. LEARNING OUTCOMES
• AFTER THIS LESSON STUDENTS SHOULD UNDERSTAND
1. DIFFERENT TYPES OF FOOD AND BEVERAGES OPERATIONS
2. THE ROLE OF THE WAITER
3. THE CLASSIFICATION OF FOOD AND BEVERAGE SERVICE
EMPLOYEES
4. THE ORGANIZATION OF FOOD AND BEVERAGE SERVICE
STAFF
5. THE NEED OF HIGH STANDARDS OF PERSONAL
PRESENTATION AND HYGIENE

3. WAITING STAFF/WAITER
• Are employed in a huge variety of establishment.
• No matter what type of restaurant or other venue they work in, the
waiter’s basic role does not differ.
THE NUMBER OF FOOD AND BEVERAGE STAFF, THEIR POSITIONS IN
ESTABLISHMENT HIERARCHY
• Depend on the size of the operation and the services it offers.
• The function of the waiting staff, large or small remain the same.
THE INDUSTRY DEMANDS
• The waiting staff should have a professional attitude to their jobs.

4. DIFFERENT TYPES OF FOOD AND BEVERAGE OUTLETS
The hospitality industry
• Offers employment to people of differing personalities background and
skills thru a wide diversity of the types of outlets serving food and
beverages.
Hospitality may be define as
• Meeting the needs of guests in a variety of establishments which food and
beverage service staffs might be employed

5. DIFFERENT TYPES OF FOOD AND BEVERAGE OUTLETS
Cafes
• Offer teas, coffees, soft drinks, snacks and often light
meals usually from breakfast to early suppers.
• They require fast service to ensure a fast turnover of
customers.
Cafeterias
• Often attached to institutions such as museums,
educational establishment, recreational facilities such as
swimming baths.
• They offer light refreshments, teas, coffees and soft drinks
and snacks.
Food halls / Food courts
• Become popular, especially in shopping centers
• Serving a wide variety of different types of fast food
surround a common central dining area
• The guests buy their choice of food at the relevant
counter
• Service staffs are responsible to clean the eating areas

6. DIFFERENT TYPES OF FOOD AND BEVERAGE OUTLETS
Public houses
• The meals available range from simple bar snacks
bought over the counter to informal restaurant-style
service of three course meals.
Casual dining restaurant (Bistro)
• Appearance and atmosphere provide an environment
for casual dining but table service is offered.
• Service staff must be capable of friendly informality in
their dealings with guests while remaining professionally
efficient.
Ethnic restaurant
• The type of service may be as much a part of the culture
experience offered to guests as the food itself.

7. DIFFERENT TYPES OF FOOD AND BEVERAGE OUTLETS
Function/Catering
• The number of guests and the style of function can vary
enormously.
• The demand extreme flexibility from both management
and service staff.
Fine dining restaurant
• Comfortable or impressive ambience for the fine cuisine
on offer
• Service staff must be professional in what they do. Also
be highly skilled and knowledgeable

8. THE ROLE OF THE WAITER
The role of the professional waiter
• Is to ensure that guests enjoy a satisfactory total dining experience.
• The job involves much more than simply serving food and beverages.
A waiter needs a range of qualities and attributes which include
• A pleasant personality, honesty, efficiency and punctuality.
• Must always be fastidious about self presentation and personal hygiene.
• A good knowledge of the products being served and how they are
presented.
• Understand the organization of the establishment in which they are
working

9. THE ROLE OF THE WAITER
Duties of the waiter
• Preparation and maintenance of the work areas
• Maintaining good customer and staff relations
• Making recommendation and assisting guests in making selections
• Order taking and recording
• Service and cleaning of food and beverages
Career in food and beverage service
• While you are studying for your basic qualifications, you are most likely to
be an apprentice or an assistant waiter.
• You can gradually work your way up to manage your own restaurant or bar
or running a large hotel.
• Your career depends on the extent of your ability, commitment and
ambition.
• You must start with the right training

10. TRADITIONAL JOB CLASSIFICATIONS IN RESTAURANTS
Classification Definition of duties Typical job title
Apprentice Clear side board, fetches Commis debarrasseur
and carries Bus boy (U.S)
Assistant waiter May be involved in some Commis de rang
service; serving vegetables, etc;
placing plates; serving from
trolley hors d’oeuvres or sweet
Junior station Similar to the station waiter Demi chef de rang
Waiter but with a smaller station

11. TRADITIONAL JOB CLASSIFICATION IN RESTAURANTS
Classification Definition of duties Typical job title
Station waiter In charge of a number of tables. Chef de rang
Taking orders and serving in the
correct sequence
Station Head Responsible for a part of the restaurant Maitre d'hôtel
waiter containing a certain number of tables. Carre
Duties similar to those of the head
water
Head waiter In direct charge of restaurant and service, Maitre d'hôtel
May take orders and pass them to the
station waiter

12. TRADITIONAL JOB CLASSIFICATIONS IN RESTAURANTS
Classification Definition of duties Typical job title
Restaurant Manager Responsible for restaurant Directeur du
personnel service restaurant
Floor waiter Responsible for complete Chef d’etage
service to room or suite;
all meals and beverages
Lounge waiter Responsible for service of Chef de salle
food and beverages in the
lounge
Wine butler/ Responsible for the service Sommelier
Wine waiter of all drinks during the meal

13. THE ORGANIZATION OF FOOD AND BEVERAGE
SERVICE STAFF
• The details of the duties of individual jobs will very widely
from establishment to establishment, according to its size, the
nature of its business and the traditions of the organization

14. A TYPICAL RESTAURANT BRIGADE (STAFF STRUCTURE)
Food and Beverage Manager
• Responsible for the success of the food and beverage operation.
• Compiling the menus (in consultation with the kitchen staff) to make sure
that the required profit margins are achieved.
• Purchasing food and beverage items.
• Deciding portion sizes, staff recruitment and training.
Restaurant Manager
• Responsible to the Food and Beverage Manager.
• Responsible for the work of the staff within that restaurant and for seeing
that the policies of Food and Beverage Manager are carried out.
• Staff duty roster
Head Waiter
• Responsible for all the service staff in the restaurant and for seeing that all
the operation, service and cleaning work is efficiently carried out.

15. A TYPICAL RESTAURANT BRIGADE (STAFF STRUCTURE)
Section Head Waiter
• Responsible for the service of a station or group of tables.
• Take orders and carried out the service at the tables of the station assisted by
less experienced and knowledgeable staff
Waiter
• Responsible to the station head waiter.
• Perform duties such as plate service of dishes and the services of sauces
• Assisted in the simple tasks by a trainee.
A trainee waiter
• Is sometime called a commis (commee) waiter
Wine waiter
• Is a specialist, responsible for the service of all alcoholic drinks to the table
• Must have a thorough knowledge of the wines on the establishment’s wine list
• Be able to recommend wines suitable to accompany the various menu items
and know how to serve them correctly.
Sommelier
• Another word for a specialist wine waiter.

16. PRESENTATION AND HYGIENE
Important aspect of the professionalism of waiting staff
• The attention they give to personal hygiene and presentation
• Must invariably be absolutely clean and tidy in all aspect when work in or
out of uniform.
• The first and most obvious sign that they are professional in their
approach in their work.
• The first impression of waiting staff received by guest comes from the
waiters’ appearance.
• Extremely important for the commercial success of an establishment.
Good grooming and meticulous attention to personal hygiene
• Not only express a positive attitude to guest but also build self-confidence
High standard of personal hygiene
• Essential for all workers involved in food and beverage service for health
reason.
Guest enjoyment will be lessened
• If their food or drinks are served by a waiter with bad breath or dirty nails

17. PRESENTATION AND HYGIENE
Select footwear with care
• Pay attention to good posture when standing and
moving.
• Sore feet or an aching back is impossible to maintain a
pleasant and helpful attitude to the guests
Waiter’s hairstyle
• Should be suitable to the establishment and in tune with
current fashions
• Must be tidy and swept away from the face
• Project self-confidence and more hygiene
Unobtrusive jewellary, make-up and perfume
• Used in discretion, must not be over-done
Uniform
• Make sure the uniform is kept clean and well presented
at all time
• Their size and design must make adequate allowance for
extensive body movement a waiter’s work demands

19. PRESENTATION AND HYGIENE
Hygiene
• Is your personal responsibility
• You could be prosecuted if a customer suffers through your
failure to maintain good standard of hygiene
Hygiene checklist
• Keep your uniform clean and well pressed
• Wear comfortable shoes and keep them clean
• Keep your hair tidy and off your face
• Have a bath every day and wear a deodorant to eliminate
body odor
• Wear jewelry and perfume in accordance with
establishment rules
• Wash your hands thoroughly every time you go to the toilet
• Do not smoke any where near food
• Keep your hands away from your mouth and nose
• Cover any cuts or burns to avoid the risk of contamination
food.
• Any illness or infection should be reported to your
supervisor
• All food service personnel must have the essential food
hygiene certificate

20. SECURITY
• Keys, property should be secured against unauthorized access at any time,
this will help guard against damages and pilferage
• Any property goes missing, whether it belongs to staff or customers,
should be reported to a supervisor at once and appropriate action taken
• Any suspicious should be challenges politely or reported to security
• Any lost should be documented and kept secure until claimed
A suspicious items or package, may be beg, package or parcel which has left
unattended without any apparent reason
• It is essential to report immediately to a supervisor in case it is a bomb
• Do not investigate the package in case you set it off
Safety and security rules
• Must be followed in a calm and orderly manner
• Act reasonable and don’t panic