FBS 7-Staff Qualities of FBS Personnel

STAFF QUALITIES, SKILL AND KNOWLEDGE SUCCESS IN FOOD AND BEVERAGE SERVICE
1. PROFESSIONAL AND HYGIENE APPEARANCE

A. Staff should be clean and should use deodorants and but not strong-smelling ones.
B. After shave and perfumes should not be too strong (as this may have a harmful effect on the guest’s palate.
C. Sufficient sleep, an adequate and healthy intake of food and regular exercise is essential for good health and the
ability to cope with the pressures and stress of work.
D. Particular attention should be paid to the hands. They must always be clean, free of nicotine stains and with clean, well - trimmed
nails.
E. Men should normally be clean – shaven or with any moustache or beard neatly trimmed.
F. Women should only wear light make – up. If nail varnish is worn then it should be clear.
G. Earrings should not be worn with the possible exception of studs/ sleepers.
I. Uniforms should be clean, starched as appropriate and neatly pressed. All buttons must be present.
J. Hair must be clean and well groomed. Long hair must be tied up or back to avoid hair falling into foods and drinks and to avoid
repeated handling of the hair.
K. Shoes must be comfortable and clean, and of a pain, neat design. Fashion is not important here as safety and foot comfort.
L. Teeth should be brushed immediately before coming on duty.
M. Cuts and burns should be covered with waterproof dressings
N. Any colds or other possible infections should be reported.
O. Hands should be washed immediately after using the toilet, smoking or dealing with refuse. Hot water and soap must be used.
P. Staff should try to avoid any mannerisms they may have, such as running their fingers, through their hair, chewing gum or scratching
their face.
Excessive jewelries should not be won. The establishment policy should be followed.
2. KNOWLEDGE OF FOOD AND BEVERAGES AND TECHNICAL ABILITY

The staff must have sufficient knowledge of all the items on the menu.
They must know how to serve correctly each dish on the menu, what its accompaniments are, the correct cover, and the make-up of the
dish and its garnish.
For beverage service the staff should know how to serve various types of wine and drink, in the correct containers (e.g. glasses, cups)
and at the right temperature.
3. PUNCTUALITY
Punctuality is all- important.
If the staff are continually late on duty it shows a lack of interest in their work add lack of respect for the management and the guests
4. LOCAL KNOWLEDGE
In the interest of the guests the staff should have a certain knowledge of the area in which they work so they may be able to advise the
guests on the various forms of entertainment offered, the best means of transport to places of interest and so on
5. PERSONALITY
Staff must be tactful, courteous, good sense of humor and of even temper.
They must converse with the guest in a pleasing and well-spoken manner and the ability to smile at the right time pays dividends
6. ATTITUDE TOWARD THE GUESTS
Staff must provide service, and should be able to anticipate the guest’s needs and wishes.
A careful watch should be kept on the guests during the service (but without staring) to check the progress of the meal
7. Memory
A good memory is an asset to food and beverage service staff.
It may help them in various ways in their work if they know the likes and dislikes of the guests, where they like to sit in the food
service area, what are their favorite drinks, and so on.
8. Honesty
Trust and respect in the triangle of staff, guest and management relationships leads to an atmosphere at work that encourages efficiency
and a good team spirit among the food and beverage service operators.
9. LOYALTY
The staff’s obligations and loyalty are firstly to the establishment in which
they are employed and its management.
10. CONDUCT
Staff conduct should be impeccable at all times, especially in front of the guests.
The rules and regulations of an establishment must be followed and respect shown to all senior members of staff.
11. SALES ABILITY
All members of staff reflect the image of the establishment.
They are sales people and must therefore have a complete knowledge of all forms of food and drink and their correct service, and so be
able to contribute to personal selling and merchandising.
12. SENSE OF URGENCY
In order for the establishment to generate the maximum amount of business over the service period, with as high a net profit as
possible, staff must develop a sense of urgency in their work.
13. COMPLIANTS
-Staff should have a pleasant manner and show courtesy and tact, an even temper and good humor.
-They should never show their displeasure even during a difficult situation.
-Staff should never argue with a guest and if they are unable to resolve a situation, it should be referred immediately to a senior
member of the team who will be able to reassure the guest and put right any fault. Remember, loss of time in dealing with complaints
only makes the situation worse.
14. CONTRIBUTION TO THE TEAM-Above all, staff should be able to work as part of a team within and between departments.

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STAFF QUALITIES, SKILL AND KNOWLEDGE SUCCESS IN FOOD AND BEVERAGE SERVICE

1. PROFESSIONAL AND HYGIENE APPEARANCE

2. KNOWLEDGE OF FOOD AND BEVERAGES AND TECHNICAL ABILITY

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