2.0Staff Attributes, Skills and Knowledge: 2.1Success in Food and Beverage Service 2.2Attributes of F & B Service Personnel 2.3Service Conventions 2.4Interpersonal Skills of F & B Service Staff 2.5Health, Safety and Security in Service BHM 1203: INTRO TO FOOD AND BEVERAGE SERVICE

2.1Success in Food & Beverage Service  More and more people are eating outside the home  There is increased diversity in the nature and type of food and beverages on offer to meet demand  Expansion of the foodservice industry has increased pressure for improved professionalism in F & B Service staff  People now take careers in the noble profession of food and beverage service

2.1Success in Food & Beverage Service Success in Food and Beverage Service:  Staff therefore need higher standards of knowledge and skills to improve in confidence and performance  Food and beverage service links customers to the menu, beverages and other services offered in an establishment  The server’s role is important as the main point of contact between the customer and the establishment

2.1Success in Food & Beverage Service  F & B service skills and knowledge are transferable between establishments, sectors and throughout the world  Success in F & B service demands staff to have:  Sound product knowledge  Well developed interpersonal skills  A range of technical skills  The ability to work as a part of a team

2.2Attributes of F & B Service Personnel Professional and Hygienic Appearance  The server’s appearance and first impression reflect the hygiene standards of the establishment and quality of service expected  Some factors for staff to be aware of, and practise as individuals:  Cleanliness and use of mild deodorants  Mild aftershave and perfume – too strong may be detrimental to customer’s palate  Having sufficient sleep, taking adequate and healthy food and regular exercise are essential for good health

2.2Attributes of F & B Service Personnel Food and Beverage Knowledge, Technical Ability  Servers must:  Have sufficient knowledge of all items on menu and beverage lists – essential to advise and offer suggestions to guests  Know how to serve each dish correctly with its accompaniments and the correct cover  Know how to serve various types of wine and drinks correctly - container, temperature, etc.

2.2Attributes of F & B Service Personnel Punctuality  Staff must be punctual at all times  Arriving late on duty shows lack of interest in work, lack of respect for management and customers Local Knowledge  Staff should have some knowledge about local area so as to be able to  Advise guests on issues such as forms of entertainment available locally  Advise on best means of transport to places of interest

2.2Attributes of F & B Service Personnel Personality  Staff must:  Be tactful, courteous, good-humored and patient  Converse with the customer pleasantly and softly – and add a smile at the right time Attitude to Customers  Staff should approach the customer correctly. They:  Must provide service but should not be servile  Should anticipate customer’s needs and wishes  Should keep careful watch over customers during service

2.2Attributes of F & B Service Personnel Memory  Servers should have a good memory – may be helpful regarding likes and dislikes of customers – give examples Honesty  Trust and respect between staff, customers and management is important  It results in a conducive atmosphere of efficiency and good team spirit among the food and beverage operators

2.2Attributes of F & B Service Personnel Loyalty  Loyalty to the employer and the management is required of staff as an obligation Conduct  Staff are expected to conduct themselves impeccably at all times, esp. before guests  Follow organization’s rules and regulations and show respect to all senior staff

2.2Attributes of F & B Service Personnel Sales Ability  All members of staff are essentially sales people and must have complete knowledge of all food and beverages and their service  Should be able to contribute to personal selling and merchandising Sense of Urgency  Staff must develop a sense of urgency in their work  Contributes to generating maximum amount of business over the service period, and high net profit as possible

2.2Attributes of F & B Service Personnel Complaints  Staff should never show displeasure even when dealing with difficult situations  Staff should never argue with a customer; should refer immediately any difficult situation to a supervisor to assist in resolving it  Delay in dealing with complaints just makes the situation worse Contribution to the Team  Most important of all, staff should be able to work as part of a team within & between depts

2.3Service Conventions Service Conventions  This refers to traditional ways of doing things in food and beverage service that have become established over time  They have some logic behind them, but it mostly to contribute to effectiveness and efficiency in carrying out the service  Using service conventions ensures standardization in the service sequence and the customer process, both for staff and for customers  Identify and make brief notes on the various service conventions (Ref. D. Lillicrap & J. cousins)

2.4Interpersonal Skills Reading Assignments/Advance Preparations  Undertake readings/research on the following topics: 1. Interpersonal Skills a) Dealing with Customers b) Dealing with Incidents During Service c) Dealing with Children d) Handling Customers with Special Needs e) Handling Complaints

2.5Health, Safety and Security Reading Assignments/Advance Preparations  Undertake readings/research on the following topics: 2. Health, Safety and Security in Foodservice a) Maintaining a Safe Environment b) Maintaining a Secure Environment In groups of six (6), undertake the assignment and prepare for presentation in class in 2 week’s time (4 th February, 2015) Groups 1 – 5 to handle subtopics under 2.4, and groups 6 and 7 the subtopics under 2.5