Attitude of Food Service Personnel
Attitude is everything. Without a right attitude the food service industry cannot function properly. A positive attitude must remain steady, in good and bad times.
The attitudes needed to work in a food service are:
· Local Knowledge
· Attitude to customers
· Sales ability
· Sense of urgency
· Handling complaints
· Pride in work
· Body language
1. Punctuality: Punctuality is an impor-tant quality which should be possessed by food service personnel. If staff are late for duty it shows a lack of interest in their work and a lack of respect for the man-agement and customers. Use time wisely.
If the staff are not punctual with the work it will affect the costing time and profits. Punctuality will bring in more customers and will generate revenue.
2. Local Knowledge: In order to have human relation with customers, the staff shoulld have knowledge on different lan-guages, locality the various types of food offered, the best means of transport, places of interest and so on to faclitate the customers.
3. Attitude towards customers: A correct approach to the customers is essential. The staff must provide service and should be able to judge the customer’s needs and wishes. A careful observation should be kept on customers during the service (but without staring) to check the progress of the meal. Always be excited and passion-ate about the service.
4. Memory: A good memory is an asset to food and beverage service staff. It will help them in various ways in their work. For example if they know the likes and dis-likes of the customers, where they like to sit in the food service area, what are their favouritefood and so on so that the cus-tomers get welcomed and taken care of.
5. Honesty: Trust and respect of staff, customers and management relation-ships leads to an atmosphere at work that encourages efficiency and a good team spirit among the food and beverage ser-vice operations.
6. Loyalty: The staff loyalty is of primary importance to the establishment in which they are employed and its management. The customers will trust the food service establishment where the staffs are loyal in what they do. This also helps in building customer loyalty in the food service sector.
7. Conduct: The staff should conduct themselves in high standards at all times, especially in front of customers. The rules and regulations of an establishment must be followed. Respect must be shown to all senior members of staff.
8. Sales Ability: All the members of staff reflect the image of the establishment and therefore, it is a must to have a complete knowledge of all forms of food offered in the establishment, their correct price and service. Hence, each and every member will be able to contribute to personal sell-ing and merchandising.
9. Sense of Urgency: Staff must develop a sense of urgency in their work so as to ena-ble quick and speedy service and attention to the customers. They should be able to handle stress and motivate each other in times of emergencies.
10. Handling Complaints: All the staff should have a pleasant mannerism and show courtesy at all times. An even tem-per and good humor is expected in each and every member as they go about doing every job that is expected. They should never show their displeasure even during a difficult situation. Staff should never argue with a customer 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 customer and put right any fault.
11. Pride in Work: The workers working in food service establishment should have pride in their work. They must feel proud of the work they do. Since the work of the food service personnel is to make custom-ers happy by making and serving good food, they should do everything in a very system-atic way to avoid any errors.
12. Body Language: Personnel working in food service should possess great body language. Open body language will make the customers feel much warmer and invited. The smile is a universal signal.