Intra-Department relationship

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INTRA-DEPARTMENT RELATIONSHIP No individual department in any hotel can work in isolation. To achieve positive moments of truth in any service provided to the guests, no specific department can be responsible: in fact it should be a collective responsibility of all the departments concerned. Each department is equally important for proper functioning of hotel. The food and beverage service department is one of the major selling points of the hotel. All sections under the umbrella of the F&B department coordinate and cooperate with each other to achieve objectives of the department that are customer, management, and employee focused. The following shows the intra –departmental relationship between sections. 1. Food Production In a food and beverage outlet, the F&B production has the most important role to play. Items prepared/dressed here are the ones that the service personnel sell. To be successful in its operations, it coordinates with the other F&B Sect
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Attributes of food service personnel

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ATTRIBUTE OF FOOD SERVICE PERSONNEL

The personnel who wishes to progress in service industry must attain certain standards. The quality of service staff in any establishment reflects the quality of the establishment itself. No matter how good the food and ambience are, poorly trained, untidy or rude staff can antagonize customers. On the other hand, if the staff is well-trained and efficient, they can, to a certain extent, make up for other shortcomings in the services provided. It is most important that the service staff create a good impression on the customer. The following points will help him in achieving these standards.

1. Attitude

 Attitude is a buzzword nowadays. We wear an attitude, which is something that we own and are responsible for. It comes from within and can be positive or negative based on ones experiences. Key attitudes required in Food Service Operations.
  • Joy for serving people
  • A cheerful attitude
  • Cooperation
  • Pride in one' work
  • Initiative

2. A professional and hygienic appearance 

This is of the utmost importance as the waiter is constantly handling food and working near the guest. Personal freshness is of great importance and he should be shaven, his hands immaculately clean with well trimmed, clean nails and his hair must be short and well groomed. For waitresses, the hair should be short or it should be tied up; no excessive make-up or jewellery should be worn. The waiter should not sneeze, cough or blow his nose near the food whether in preparation or service . The uniform must always be clean and well pressed especially trousers and jacket. Shoes should be well polished and black socks worn. For waitresses, blouses and skirts or dresses, whatever type of uniform is required, as well as the appropriate aprons, should always be clean and smart. Being clean and smart in appearance gives one the confidence to work well and first impression.

3. Knowledge of food and beverage 

The waiter must have sufficient knowledge of all the items on the menu and wine list to advice and offer suggestions to the guest. He must know how to serve correctly each dish on the menu, what its accompaniments are, the correct cover, the make-up of the dish and its appropriate garnish and also how to serve various types of drinks in the correct glasses and at the right temperature. It is not possible to sell a product without having adequate knowledge.

4. Punctuality

Punctuality is all important. If a waiter is continually late on duty, it shows a lack of interest in his work and a lack of respect for management. Punctuality during working hours will reflects on the employee’s work and helps to create an impression worthy of appreciation.

5. Local Knowledge

In the interest of his guests the waiter should have certain knowledge of the area in which he works so that he may be able to advice the guests on various forms of entertainment offered, the best means of transport to places of interest and so on. This knowledge shows that the waiter is doing his utmost to give the guest satisfaction.

6. Personality/Showmanship

The waiter must be tactful, courteous, good humored and of an even temper. He must converse with the customer in a pleasing and well spoken manner and the ability to smile at the right time pays dividends. With these attributes the waiter will help the management by becoming a good salesman.

7. Attitude to Guests

The correct approach to the customers is of utmost importance. This must not be servile, but anticipate the guest needs and wishes. A careful watch should be kept on the guests at all times during the service without staring. Care should always be taken when dealing with the guest who will only aggravate the situation, but refer all complaints to someone in authority in the food service area, i.e., Restaurant Manager and/or Head Waiter. Positive attitude towards guest will make the service staff successful in their career.

8. Guest satisfaction

The food and beverage staff must see that the guest’s wishes and needs are completely satisfied. It is of great importance to anticipate guest’s needs. If a guest is comfortable in his/her surroundings, then this is because of the warm and friendly atmosphere in the food service area, and the team spirit among the waiting staff.

9. Memory

This is an essential asset to the waiter. It may help him in various ways in his work if he knows the likes and dislikes of his guests, i.e., where they may like to sit in the food service area, what are they favorite drinks and so on.

10. Honesty

This is all important to the food service professional in his dealings with both the customer and the management. If there is trust and respect in the waiter-customer-management relationship, then there will be an atmosphere for work which encourages efficiency and a good team spirit amongst the food and beverage service operators.

11. Loyalty

The staff’s obligations and loyalty are firstly to the establishment in which they are employed and its management. They should not bad mouth the organization or colleagues to any one or promote the competitors’ business.

Location: India

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