Describe the technical skills, interpersonal skills and attributes required of food and beverage service personnel.

1. 1 · Open in two lines. Food service personnel are the link between the kitchen and the guest. Their skills and attitude decide how the guest experiences the meal.
2. 2 · Draw a skills chart. [Chart: F&B personnel → technical skills, interpersonal skills, attributes, with three examples on each arm]
3. 3 · Technical skills.
   • Service spoon and fork; carrying plates and trays.
   • Laying covers; taking orders on a KOT.
   • Serving, clearing, crumbing down, billing.
4. 4 · Interpersonal skills.
   • Communication, courtesy, listening.
   • Teamwork and selling.
   • Handling complaints: listen, apologise, solve, thank.
5. 5 · Attributes.
   • Hygiene, grooming, punctuality.
   • Honesty, product knowledge, memory.
   • Calm temperament, fitness, positive attitude.
6. 6 · Why it matters. Guests judge the meal by the service as much as by the food.
7. 7 · In food service. Hospital servers check each patient's name and diet order before placing the tray and report uneaten meals.
8. 8 · Close in one line. Skill plus a pleasant manner turns food into hospitality.

Scoring tip: Use the three headings exactly as the question words them; examiners mark each heading separately.