1. Individual Expectations.

2. Employees expectation from the property.

3. Give the new employee a sense of importance to the Resort.

Raising his esteem and confidence.

4. Demonstrating the attributes of F&B service Personnel.

5. Working as a team with co workers and other Departments.

6. Reaching superior performance standards.

7. Achieving a sense of pride in his / her work.

Skills for Meeting and Exceeding Service Expectations

New Employee’s Expectation from the Property:

Property Orientation. Individual Management’s contribution in Orientation .

Administration’s effort in showing care and importance to the new comer by giving the new employee enough time for comfort.

Skills for Meeting and Exceeding Service Expectations

Give the new employee a sense of importance to the Resort. Raising his esteem and confidence

Demonstrating the New Team member should have a working buddy for a while prefer an exemplary team member.

Administration’s Policy & Procedures follow through.

Skills for Meeting and Exceeding Service Expectations

Without policies & procedures

With policies & procedures

Importance of Food & Beverage Service Personnel

Personnel Responsibilities in the restaurant(s) and as per job descriptions

Preparing for service.

Taking the order.

Skills for Meeting and Exceeding Service Expectations

Serving the order.

Creating a friendly atmosphere where guests can enjoy themselves.

Skills for Meeting and Exceeding Service Expectations

Completing service.

Helping co-workers as needed.

Skills for Meeting and Exceeding Service Expectations

Working as a team with co workers and other Departments.

You can help the following team positions

Hostess Bus Boy Bartenders Communicating with Kitchen staff Engineering Housekeeping

Skills for Meeting and Exceeding Service Expectations

Demonstrating the attributes of Food & Beverage service personnel

  A professional and hygienic appearance and Punctuality. Knowledge of food and drink. (Our hotel products and daily

specials). Local knowledge. Personality. Attitude to customers Memory. Honesty and Loyalty. Conduct. Sales ability. Sense of urgency. Customer satisfaction. Complaint handling.

Skills for Meeting and Exceeding Service Expectations

Working as a Team with Co Workers and Other Departments.

To be an excellent team player : Help your co-workers and guests whenever possible. Ask co-workers for help when you need it so guest service

doesn’t suffer and all employees can concentrate on guest’s needs.

Greet Co-Workers and Guests when you see them, and use their names if you know them.

Start with “Please” and “ Thank you” to Co-workers. Share supplies, making sure you are all stacked

accordingly before the shift. Take pride in your work and respect others work too. Always clean up after yourself.

Skills for Meeting and Exceeding Service Expectations

How can we further upgrade ourselves? Would this give us self satisfaction? Is it a reason to keep going? Superior Performance Standards is achieved by: Knowledgeable. Professional behaviour. Restaurant environment. Good Communication skills with guests. Implementing safety procedures. Food/Beverage is served correctly and on time. Accommodate guests’ requirements. Frequently check back on the table.

Skills for Meeting and Exceeding Service Expectations

Achieving a sense of pride in his / her work. Creating the importance of HygieneMaintaining of personal hygiene with a great attitude = F&B

Career.

This sums up in creating the employees sense of pride and long term company service.

Skills for Meeting and Exceeding Service Expectations