Etiquette and Protocol Attitudes

1. Dr / Hany Atef
Dr/ Hany Atef 1
Attitudes p2

2. Cordial Relation with all-Interaction
 One of the bet ways to develop cordial
relation and a team spirit is through group
effort. Let the group set the goals. Show how
much easier it becomes to resolve problems
when every one puts their heads together.
The phrase” United we stand, divided we
fall”, should be the motto.
 Through team spirit and teamwork
efficiency is increased. Increase in efficiency
implies higher sales turnover, which implies
more earning of everyone.

3. Cordial Relation with all-Interaction
 By maintaining cordial relation, one not
only benefits financially but also
personally.A good friendship is also an
asset and is of great help during times of
trouble.
 Cordial relations with guests is good
relations.A guest who is pleased with
the friendly atmosphere of a restaurant
is bound to visit it again and again.
However, friendliness does not mean
over – familiarity.

4. Pride in Work
 A waiter should realize that the work he is
doing is not an ordinary kind of work. It is
an art, which not everyone can do. It is an
art, which has developed from times
immemorial and is still being developed.

7. Tact and Initiative
 Role-playing sessions on basis of log
book corselets help in developing a
waiter’s tact and initiative.

8. Tact and Initiative
 Also formal case studies can be
undertaken to inculcate tact and
initiative.
 Interesting and amusing
anecdotes from personal
experience or from the
experience of others are good
illustration.

9. Representative of the Organization

10. As a Representative of the Organization
 A waiter is like a salesman for his
department and he projects the image
of his restaurant. Thus, as a
representative of the organization he
must endeavor to maintain high
standards,
 Any negligence on his part would at
once reflect on the status of the
organization and its high standards.

11. As a Representative of the Organization
 He must act and behave in a
manner befitting the type of
set-up he is working in.
 Good actions and behavior are
always noted and go a long way
in improving a waiter’s
prospects and status

13. Honesty
 Honesty is always the best policy.The
rewards for being honest can vary
from cash and publicity in hotel
magazines to appreciation letters
from the public. It can also get the
waiters appreciation and
commendation, which could help a
waiter prospects in the professions.

14. Honesty
 Examples of actual incidents where
honesty has paid dividends should be
quoted.
 The waiter must be told exactly what is
regarded as dishonesty e.g., stealing
cutlery, eating guest food, overcharging a
guest are all forms of dishonesty.

16. Courtesy
 it is the hallmark of a good waiter to be
courteous on all occasions not only
towards guests but also towards his
colleagues and other people working in
the same unit .
 Courtesy should be inherent in his
nature and a sign of his desire to please
those with whom he comes into
contact. His manner should not be just a
part of the “technique” of the
restaurant.

17. Courtesy
 The advantages and necessity of being
courteous should be emphasized as it
not only smoothens operations but also
ensures better ties.
 Examples of courtesy are given below:

◦ After a waiter has served breakfast and a
guest is leaving, he should say “ Thank you,
have a pleasant day” It should be said with
utmost sincerity.

18. Courtesy
◦ When approaching a guest use the word
‘assist’, e.g. “May I assist you “ or “ May
I be of assistance”.
◦ When guests are leaving after lunch or
dinner or even if they have just stopped in
for a cup of coffee or a drink, say “Thank
you. I hope every thing was all right. Do
come again, or “ It's been a pleasure
serving you. Please come again soon “.

19. Courtesy
◦ Always present the check without delay.
Keep it at the side station when the guest
are nearing the end of their meal.
◦ While taking an order the waiter should
approach the guest from the left and place
the menu in front of him and inquire, “
May I have your order, Sir/Madam ?”
Wait patiently facing the guest until after
any necessary advice asked has been
given, and the order is complete. Give the
guest enough time to decide what he
wants and do not rush him.

20. Courtesy
◦ Guests should never get the feeling that they are
being hustled. It is really proper to let them
finish their drink before asking for their food
order. In the evening this holds true. At noon a
lot of people are on a tight schedule so the lunch-
time menu should be presented as soon as the
guest is seated. Before taking the food order the
waiter should ask whether they would like a
drink, “ May we bring you a drink before
lunch?”

21. Courtesy
◦ If the answer is “No” he should take the food
order and serve it as soon as it is ready. If the
answer is “yes”, the drink is placed on the table
the waiter should ask, “Would you like to order
now or shall I come back later?” If the answer is
“later” the waiter the guest is finishing his drink.
If the guest orders right away, the food should be
brought as soon as it is ready to serve, even if the
guest has not finished his drink.

22. Courtesy
◦ If a guest says his food or drink isn’t right, the waiter
should not tell him so, even if he is sure that the guest
is wrong. The waiter should tell him “I am sorry.
Please let me bring you another or may I bring you
another or may I bring you something else?” The
waiter should take the order back to the kitchen and
tell the chief to replace it. If he has any trouble, he
should tell the manager.

23. Courtesy
◦ In case there are restaurants having bar counters or
bars in the immediate neighborhood of the restaurant,
guests who cannot be seated in the restaurant should
be asked if they wish to wait in the bar until a table is
available. If possible the supervisor should
accompany the guest to the other facility to make sure
that they will be taken care of properly.

24. Courtesy
◦ In case a waiter is busy and cannot attend to a
guest at once, he should inform him that he
will attend to him immediately or in a
moment.
◦ If the waiter knows the guest’s name it is
advisable to address him by his name as this
shown that the guest is getting personalized
service.

25. Courtesy
◦ A guest may become impatient if he cannot
catch the waiter’s eye. The waiter should
never ignore guests or just pass them by,
because they are not on his station. He should
stop and acknowledge the call, by saying
politely, “I will send your station waiter, sir “.

26. Courtesy
◦ When two tables are occupied approximately at the
same time, the waiter must take the order of the first
party, first.
◦ Each guest entering the restaurant must be received at
the door by the hostess or the supervisor in a cordial
and pleasant manner and be conducted to a seat.

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