ATTRIBUTES OF A WAITER

Ability to overcome resistance to do menial or manual work:

For all the hotels staff menial jobs are part of their normal work. This follows from the fact that in this industry, service is of the utmost importance and hence everyone must involve himself in achieving that objective. This would mean that right from the general manager to the utility worker everyone is actually serving the guest in one way or the other.

1. To ensure a proper attitude to menial tasks, the trainer at times may himself have to do the work that the waiter does, to drive home the fact that at all levels manual work is done.
2.  The waiter should be told of the importance of his job and made to realize that the hotel cannot run without the essential service that he provides.

 Willingness to serve:

1. The waiter should be briefed about the tip system and show how a good service can fetch greater tips. At this stage emphasize the point that a guest gives lavish tips only when he is pleased with the service and the service can only be good when the waiter is willing to serve.
2. A waiter is a responsible of the hotel and his restaurant. He projects its image and is responsible for maintaining its high standards. On his attitude and action will depend the image of the hotel.

Capacity to take orders from seniors:

 The waiter should be made to feel that his supervisors have more authority and maturity to guide him. He should also be told that without a proper line of authority, there would be utter chaos. The example of some of his seniors should guide him at the job. He should be made to understand that he has lot to learn from their knowledge, attitude and skill in tackling in their jobs. Moreover, it is his seniors who will assess him and mould him and it is they who to a great extent determine his future by recommending him for advancements in his job, promotion, transfer and raise in salary.

Cheerful attitude towards work and people:

1. A cheerful attitude is an asset. It is infectious as one cheerful person spread cheer and goodwill wherever he goes. As a result the work atmosphere is pleasant and free of tension and overwork.
2. A cheerful attitude towards colleagues is an advantage because a waiter would be able to obtain the maximum co-operation and help from them.
3. job satisfaction comes from which oneself and depends on one’s attitude towards one’s work. If one has a cheerful outlook any kind of work can seem worthwhile and interesting.

Cordial relations while interacting with ALL:

1. One of the best ways to develop cordial relations and a team spirit is through group effort. Let the group set the goals. Show how much easier it becomes to resolve problems when everyone puts their head together. The phrase “ united we stand divided we fall” should be the motto.
2. Through team spirit and teamwork efficiency is increased. Increase in efficiency implies higher sales turnover, which implies more earning for everyone.
3. By maintaining cordial relations, one not only benefits financially but also personally. A good friendship is also an asset and is of great help during times of trouble.
4. Cordial relations with guests are also very important. A guest who is pleased with the friendly atmosphere of a restaurant is bound to visit it again and again. However, friendliness does not mean over familiarity.

 Pride in work:

A waiter should realize that the work he is doing is not an ordinary kind of work. It is an art, which not everyone can do. It is an art, which has developed from times unmemorable and is still being developed.

Tact and initiative:

1. Role-playing sessions on the basis of log book case lets help in developing a waiter’s and initiative.
2. Also former case studies can be undertaken to inculcate tact and initiative.
3. Interesting and amusing anecdotes from personal experience or from the experience of others are good illustrations.

As representative of the organization:

1. A waiter is like a salesman for his department and he projects the image of his restaurant. Thus, as a representative of the organization he must endeavor to maintain high standards.
2. Any negligence on his part would at once reflect on the status of the organization and its high standards.
3. He must act and behave in a manner befitting the type of setup he is working in.
4. Good actions and behavior are always noted and go a long way in improving a waiter’s prospects and status.

 Honesty:

1. Honesty is always the best policy. The reward for being honest can vary from cash and publicity in hotel magazines to appreciation letters from the public. It can also get the waiter appreciation and recommendation, which could help the waiter’s prospect in the profession.
2. Examples of actual incidents where honesty has paid dividends should be quoted.
3. The waiter must be told exactly is regarded as dishonesty e.g. stealing cutleries, eating guest food, overcharging a guest are all forms of dishonesty.

Courtesy:

1. It is the hallmark of a good waiter to be courteous on all occasions not towards guest but also towards his colleagues and other people working in the same unit.

1. Courtesy should be inherent in his nature and a sign of his desire to please those with whom he comes in contact. His manner should not be just part of the technique of his restaurant.
2. The advantage and necessity of being courteous should be emphasized as it not only smoothens operations but also ensure better ties.

Examples of courtesy are given below.

1. After the waiter has served breakfast and a guest is leaving, he should say “Thank you have a pleasant day”. It should be said with utmost sincerity.
2. When approaching a guest use the word “assist” e.g. “May I assist you” or “may I be of assistance”.
3. When the guests are leaving after lunch or dinner or even if they have just stopped for a cup of coffee or a drink, say “thank you. I hope everything was all right. Do come again” or “it’s been a pleasure serving you. Please come again soon”.
4. Always present the Bill without delay keeps it at the side station when the guests are nearing the end of their meal.
5. While taking an order the waiter should approach the guest from the left and place the menu in front of him and in quire, “ May I have your order, sir/ madam?” wait patiently facing the guest until after any necessary advice asked has been given, and the order is complete. Give the guest enough time to decide what he wants and do not rush him.
6. Guests should never get the feeling that they are being hustled. It is really proper to let them finish their drink before asking for their food order. In the evening this holds true. At noon a lot of people are on a tight schedule so the lunchtime menu should be presented as soon as the guest is seated. Before taking the food order the waiter should ask whether they would like a drink, “may we bring you a drink before lunch?” If the answer is “No” he should take the food order and serve it as soon as it is ready. If the answer is “yes” the drink order should be served. When the drink is placed on the table the waiter should ask, “Would you like to order now or shall I come back later?” If the answer is “Later” the waiter should not forget to come back while the guest is finishing his drink. If the guest orders right away, the food should be brought as soon as it is ready to serve, even if the guest has not finished his drink.
7. If a guest says his food or drink isn’t right, the waiter should not tell him so, even if he is sure that the guest is wrong. The waiter should tell him “ I am sorry”. “Please let me bring you another or may I bring you something else?” The waiter should take the order back to the kitchen and tell the chef to replace it. If he has any trouble he should tell the manager.
8. In case there are restaurants having bar counters or bars in the immediate neighborhood of the restaurant, guests who cannot be seated in the restaurant should be asked if they wish to wait in the bar until a table is available. If possible the supervisors should accompany the guest to the other facility to make that will be taken care of properly.
9. In case a waiter is busy and cannot attend to a guest at once, he should inform him that he would attend to him immediately or in a moment.
10. If the waiter knows the guests name it is advisable to address him by his name as this shows that the guest is getting personalized service.
11. If a guest may become impatient if he cannot catch the waiter’s eye. A waiter should never ignore guests or just pass them by, because they are not on his station. He should stop and acknowledge the call by saying politely, “ I will send your station waiter, sir”.
12.  When two tables are occupied approximately at the same time, the waiter must take the order of the party, first.

1. Each guest entering the restaurant must be received at the door by the hostess or the supervisor in a cordial and pleasant manner and be conducted to a seat. Chairs should be held for the convenience of lady guests and gentleman is possible.
2. Guest must be asked prior to seating whether the table, which they have been allotted, is agreeable to them.

 Negative attitudes:

Given below are certain attitudes, which a waiter must be warned against adapting.

1. Forgetting to say “thank you” or failing to acknowledge tipping.
2. Craving for tips, counting tips or jingling coins in pockets.
3. Bad temper or indifference.
4. Talking too much to guests while they are conversing with each other.
5. Ignoring guests by talking amongst them.
6. Hurrying guests to get their stations cleaned so that they can leave early.
7. Using a bad form of speech.
8. Adding up bills wrongly.
9. Using bad form of service e.g. spilling food

10. Eating during the service
11. Putting the service cloth in the trouser pockets
12. Compiling menus by keeping them in their shirt front.
13. Carrying pens or pencils behind their ears or their hairs.
14. Having bad breath, body odor, toe jam, dirty or untidy hair, dirty hands or nails.
15. Chewing gum.
16. Wearing greasy or spotted or other wise dirty clothes. Sneezing or coughing

      Carelessly.

17. Wearing high heel shoes or Un polished shoes

• Quarrelling or being noisy and shirking responsibility.

19. Indulging in preferential treatment.