Food service personnel: technical skills, interpersonal skills and attributes
Good service staff combine technical skills (carrying, serving, clearing, order-taking) with interpersonal skills and attributes such as hygiene, courtesy, honesty and product knowledge.
Basic technical skills
| Skill | What it involves |
|---|---|
| Holding service spoon and fork | Using a spoon and fork together in one hand to lift and serve food neatly (silver service) |
| Carrying plates | Carrying two or three plates safely; hot plates with a service cloth |
| Carrying a tray or salver | Balanced on the palm, heavy items in the centre, carried steadily |
| Laying tables and covers | Correct placing of linen, cutlery, crockery and glassware |
| Taking orders | Writing a clear KOT (kitchen order ticket) with table number, covers, dishes, time and waiter's name |
| Serving food and beverages | Following the rules of service; correct portions; pouring without spilling |
| Clearing | Removing plates quietly from the right; stacking at the sideboard, never at the table; crumbing down |
| Handling bills | Presenting the bill in a folder; handling cash and cards correctly |
| Using equipment | Gueridon trolley, chafing dishes, beverage machines |
Interpersonal skills
- Communication: clear, polite speech; explain dishes simply.
- Courtesy and warmth: greet, smile, say 'please' and 'thank you'.
- Listening and observation: notice what guests need before they call.
- Handling complaints: listen, apologise, act quickly, inform the supervisor; never argue.
- Teamwork: work smoothly with the kitchen and colleagues.
- Selling skills: suggest dishes and beverages politely.
- Sensitivity: respect religious, cultural and diet needs (Jain food, fasting, allergies).
Attributes of food and beverage personnel
- Personal hygiene and grooming: clean uniform, short nails, neat hair.
- Punctuality and regular attendance.
- Honesty and integrity with cash, tips and stock.
- Product knowledge: menu, ingredients, cooking methods, accompaniments, prices.
- Good memory: orders, and regular guests' preferences.
- Calm temperament and self-control under pressure.
- Physical fitness and stamina for long hours on the feet.
- Positive attitude, loyalty and willingness to learn.
- Local knowledge: nearby places, transport and events, for guests' questions.
Handling a guest's complaint
- 1Listen fully without interrupting; stay calm.
- 2Apologise sincerely; do not argue or blame the kitchen.
- 3★Act at once: replace the dish or fix the problem; inform the supervisor.
- 4Follow up to check the guest is satisfied, and thank them for telling you.
★ one-way, controls the pace
In a hospital, a food server's skills include checking the patient's name and diet order before placing a tray, explaining the meal kindly, and telling the dietitian about meals left uneaten.
2 marks: “What is a KOT?” A kitchen order ticket: the written order taken by the waiter, with table number, covers, dishes, time and waiter's name, sent to the kitchen.
5 marks: “List the interpersonal skills needed by food service staff.” Communication, courtesy, listening and observation, handling complaints, teamwork, selling skills and sensitivity to guests' needs, each with one line.
10 marks: “Describe the technical skills, interpersonal skills and attributes of food and beverage service personnel.” Technical skills table; interpersonal skills with the complaint-handling steps; attributes list; why service quality matters.
Attributes: 'Happy People Have Kind Calm Characters': Hygienic, Punctual, Honest, Knowledgeable, Calm, Courteous. Complaints: L-A-S-T: Listen, Apologise, Solve, Thank.