Physical
- Present a well-groomed, neat appearance;
- Always stand erect in the restaurant. Do not slouch or lean;
- Do not fold your hands in the front. It gives a closed appearance;
- Do not touch the food with bare hands in front of the guest;
- Always have your waiters' friends handy.
Etiquette
- Greet all guests with the time of the day and with the name if possible;
- Help to seat the ladies;
- Provide extra cushions or special chairs for children;
- Do no overhear conversations;
- Be attentive to guest calls and listen to what the guest has to say;
- Use the magic words – Please, Thank You and Sorry;
- Avoid gossiping / arguing with colleagues in the restaurant;
- Talk softly but clearly;
- Light guests' cigarettes. Clear ashtrays after a maximum of two butts;
- Know your job well – menu knowledge;
- Be enthusiastic about your job;
- Avoid soliciting for tips & remove tips after the guest has left;
- Empathizes with the guest's complaint.
Do Not
- Delay in responding;
- Give ambiguous responses;
- Argue with the guest;
- Ignore the guest;
- Leave the counter unmanned or the telephone unanswered;
- Treat the guests' complaints lightly;
- Overcharge;
- Send him from person to person;
- Interrupt a guest without excusing yourself.
