Attributes of food and beverage service is the appearance of the staff e.g the uniform must be clean and no jewelleries must be worn and the staff must have a good personality in order to be able to speak with different customers .

Staff need to have interpersonal skills in order to communicate with customers and there are 3 main types of communications

1.Telephone communication-speak clearly and slowly in order for the person to hear you.

2.Written communication -you communicate using a letter or an email.

3.Face to face -you communicate while keeping eye contact in order to hear what the person is saying .

You must be able to deal with children and take care of them and be able to deal with incidents during service quickly without disturbing other customers.

For health ,safety and security the staff must avoid hazards by wearing shoes that are properly fitted and avoid over-filling glasses.The staff must understand hygiene regulations and must report something that might be harmful to customers. When there is an accident the staff must offer first aid kit and the staff must go to fier drill training in case there is fire.

Amanda Motloung

Student no:240042439

1. Sound product knowledge

2. Well developed interpersonal skills so that an employee can interact with customers

3. A range of technical skills and stuff should be people who can work together as a team

Stuff Should have clear knowledge on items on menu inoder to offer suggestions and give advise to customers, stuff members should be people who understands time, be at working place on time.

Members of service should be open minded ,non-judgemental and flexible and be able to respect other beliefs and values. Even their appearance should be in a professional way towards the customer that includes hygienic appearance, and the perfumes they use should not be strong because it may end up result in a negative way toward the customers food or customer itself.

I also found that members of the service should be someone who is patience, polite and smiling person. A person who will serve a customer with a smile and be there so that if it happens a customer need something easily get an response.

Nokwanda Thobile Mthethwa

Student no. 240101155

Skills

. In order for Food and beverages service to be successfull skills and knowledge must be improved

. Staff should be able to work as part of a team, have range of skills and knowledge.

. You must be able to communicate with customers, and solving problems

Attributes

. The staff appearance and first impressions are highly expected, by being clean, dress formally

Knowledge

. Have more knowledge about menu and beverages list.

. Have more knowledge about the local area your working.

. Staff should be able to adapt.

Chapter2 is about the attributes, skills and knowledge of staff or employees that are employed in an establishment.

Attributes,skills and good communication can lead to a successful business. Staff must have good communication skills ,knowledge and good attitude toward the guests and all of this can result to a successful establishment

Staff must work in groups, so that they can give the quality service in their establishment. Staff must be professional and ensure personal hygiene, because that can promote a positive word of mouth about the establishment. Employees must have enough knowledge to share with guests and if all this is ensured then a business can be successful

Success in food and beverage service

First of all as we all know in the industry the most important thing is Creativity within the management so since people now enjoy eating outside home they can’t be excited to see one and the same thing.So we must be willing to meet customers demands and needs by increasing diversity in the nature.There must be an expansion in the industry so there will be requirements of improved professionalism in the food and beverage service staff.Which could be sound product knowledge,well-developed interpersonal skills,range of technical skills and ability to work as part of a team .

Attributes of food and beverage service personnel, this is the appearance and behaviour which contributes to the first impression others have of you.Which is professional and hygiene appearance here it focuses on how as a staff member should appear in a professional way for example teeths should be brushed for a clean smile and perfumes that are not too strong.It is very important for the staff to have a good memory for many reasons firstly you shouldn’t be reminded about your work also with the customers you should be able to remember them whereas you are able to just provide them with what they have regularly to make them feel loved and valued in the establishment.

While we have rules and regulations to follow each and every day as employees to keep the business moving and consistent.We call that Key service conventions,I can say it’s a traditional way or something usually done in the establishment which includes both customers and staff members.These are duties that helps with good quality of service provided and creating an image for an establishment ,so for everything to be in place everyone must have a duty at a time where they will be assisting to ensure a healthy and happy to be environment.We will be going through deep technical skills and techniques so you will be able to provide magnificent service…

Nqobizitha Nyawo

Student No : 240061062

Chapter 2 is more focused on rules and conditions that business should follow and obey in order to be successful and become world of mouth.The business must provide quality service to guests or customer.The stuff must be well trained and able to work together. Appearance and the behaviour of staff is more important cause it represents the business as a whole. Employee must be always clean or practice personal hygiene, full covered body to prevent food contamination. Employees should be always early to show their interest on duty .

Communication barrier can cause guests to feel unwelcomed in your hotel or business. Staff must have good communication skill and able to speak different languages. They must be critical thinkers to come up with solutions when dealing customer complaints or any issues it either phone , Message , written complain.When there is complaint , employee must apologize without asking more questions then solving the issue immediately. They must be able to describe what is on the menu to customers ,how to serve customers in correct manner.

Health and safety of guests is one of important thing that business should take care. Food premises should be always clean and dusted . Facilities must not discriminate any gender, race, physical appearance (universal accessibility) .

Nontando Mdletshe

240005759

It also about personal hygiene of the staff which will create the good image of the establishment. It talk about different ways of serving the customers and how cutlery is placed in the establishment . About the staff wearing protective clothing which will protect them from getting any harm in the workplace and during the working hours .If the customer have left something the waiter should give it to the head waiter or supervisor in charge so that it will be possible for the customer to find it .If the customer is feeling sick must be attended very quickly to check if they need extra care so that it will be called immediately

It is also important for the staff to wear some form of recognized identity badge in order for the customers to recognize them easily. Understanding food safety to avoid contamination in food .If an unsafe object is found then it must be reported to the security department to avoid unplanned situations which may give customers negative experience .

N .Mgaga

240084947

This chapter also explain more about interpersonal skill the proper way of communicating with customers .calling customer's using "sir"or "madam"but if the customer came to that establishment before must be recognised. It also explains about the correct way of using resources [cutlery]like spoons ,dishes and plates .When dealing with customers during service the staff must great the customer in a professional manner such as "good morning"and"good evening" etc .show respect and be humble towards the customers which require a good behavior infront of customers.

It also explains how to react when dealing with children .there must be specific chair for children's and the movement of children should be considered.children must have their own menu .this chapter olso explains how to handle the children disappearance in a professional manner for example if the child is lost in the establishment. Staff must take all the personal details of the child including when last to be seen,search all the places and report this to the security of the establishment .if the child is nowher to be found then the staff must inform the police .

This chapter tells more knowledge of how to avoid healthy hazard .which include wear an appropriate and protective clothing and uniform must be clean all the time etc.the professional way to deal with the customer illness.the correct way of taking care of customers. Give customer attention and the staff must listen to what the customer is talking about.the staff must report the infection. The staff must take the customer to the specific place soo that other customer's won't be interrupted by the situation.

Sandiso mathenjwa

240027598

Chapter 2 :staff attributes, skills and knowledge ,Staff must have sufficient knowledge of all the items on the menu and wine and drinks lists in order to advise and offer suggestions to customers ,moreover they need to know how to serve correctly each dish on the menu ,not to mention having a ability to communicate and interact with customers.This also includes controlling and managing your emotions. Working with with clients and your collegues in completing certain tasks helps to create an enjoyable environment both for your self and others. It also includes dressing smartly ,being clean and having good personal hygiene and carrying your self well it's all part of strong first impression and appearing of professionalism. Regardless of how you might feel about it ,you will constantly be evaluated and re evaluated by people around you, not wearing anything that may be visually or auditory distraction like reaveling clothing or jewellery etc.

2.1 Success in food and beverages.

It requires the staff members to be well knowledgeable about the product available at the establishment.Be professional and we'll trained with different skill sets must be able to practice good teamwork.

2.2 Attributes of food and beverage service personnel.

When it comes to attributes it's how the employees in the industry should present themselves to improve or maintain the image of their establishment this includes practicing personal hygiene.

2.3 Key service conventions.

With Key service conventions it's about the standard operation of things.The way that every establishment should basically deliver their services like serving females first, also serving beverages from the right of the guests or customer

2.4 Essential technical skills.

These are the important skills to have whenever you are going to be doing table service or going to be plating food in front of the guest. Displaying your professionalism to the guest

2.5 Interpersonal Skills.

Interaction between the employees and the guests where the employees must put the needs of the customers ahead of their own.

Handle their guests correctly and don't make disadvantaged guests feel unwelcomed like disabled people.

2.6 Health, Safety and security .

It is mostly about maintaining the health of customers protecting them from food-borne diseases. Making sure that they are safe from threats or anything that may cause harm to them while in your establishment.

Mabutho Ndabandaba

Student no.240115510

Now people prefer eating outside their homes and that expand the demand of food and beverages. There are attributes of food and beverages personnel:

Staff must ensure that they are tidy all the time; they must be punctual meaning they must arrive early to show that they love what they are doing and also they must have a polite way of talking to customers bear in mind that customers don't have the same personalities. The are correct ways of handling equipments in the food permise for example when using a fork; the service fork should be positioned above.

The are different types of communications ; firstly there is face to face communication where you are talking to a person direct and there is eye contact; secondly there is telephone communication this method of communication is mostly important to staff to know how to use it and thirdly there is written communication which is also vital and it is formal.

Dealing with customers,staff must have good interpersonal skills talking smoothly to customers means that you care about their needs; showing them their tables and accompany them until they sit; tell them more about what the establishment have and find out what they like to eat . There is also health ;safety and security , emergency exit doors must be visible to all customers for them to escape if there is an accident

Sethabile Amahle Mathenjwa

240085732

2.1 Success in food and beverage service

Success in food and beverage service can be measured by several ker factors, including customer satisfaction, menu diversity and innovation ,quality food and beverages , efficient and friendly service and cleanliness and hygiene.

2.2 Attributes of food and beverage service personnel

It require a unique set of skills and attributes to excel in their roles, such as customer service orientation where by a server must have a strong focus on providing excellent customer service and going above and beyond to exceed customer satisfaction. Also communication skills to have clear and effective communication when interacts with customer, which include taking orders, working with other team members in a fast paced environment. Also attention to detail is to pay attention to small details to ensure customer satisfaction.

2.3 Key Service Conventions

Are generally guidelines or practices that help to ensure a high quality of service, which includes communication, quality, problem solving ,commitment and professionalism.

2.4 Essentially Technique Skills

Is where by they food safety and hygiene to understand and implement proper food handling, storage and sanitation practices to prevent foodborne illnesses. Also using menu planning and recipe development, culinary techniques, beverage knowledge, customer service skills ,technical skills with kitchen equipment and health and safety regulations.

2.5 Interpersonal Skills

Are the abilities that allow individual to effectively interact and communicate with others, this includes communication, active listening and leadership the ability to inspire and motivate others.

2.6 Health, Safety and Security

Are critical aspects to ensure the well-being fo consumers,employees and the overall reputation of the establishment. This include ensuring or maintaining proper hygiene practices, such as handwashing, keeping food preparation clean.

Mfundo Sibiya

240033011

In the food and beverages services the are now service conventions, traditional ways of doing things now, it ensures standardisation in the service sequence, this conventions are that you should be able to work with others (be able to work as a team)and other skills. You should also have an essential technical skills, should be able to carry glasses, using of a service plate, holding and using a service spoon and folk and other equipment and using large trays. You should also have interpersonal skills, communication, dealing with customers, during and before service ( pre-arrive), deal with kids and also customers with additional needs, complains, customers with communication difficulties.

WENDY KHUMALO

The establishment staff ,both the back of house and front of house must also improve their skills,confidence and performance just so that they can do what's best for the business and them which is making sure that the customers leave happy.

Chapter 2 is also about the characteristics,requirements and the skills needed for you to be able to have a successful career and establishment in the Food & Beverage Industry including how the staff should be in terms of manners,respect and physical appearance.

The staff must be able to work as a team,be neat,always have a nice gentle smell (use a good quality deodorant/ perfume that is not too strong for other customers as some have illnesses such as Asthma), show interest and love for your job and respect for the management and customers, always have a smile on your face even on your bad days,have the ability to understand and share feelings of customers, emphasize with customers who are experiencing problems, beware of of your tone of voice on whether it's friendly,welcoming, conveys positive attitude or it's rude and makes customers hate the place,have knowledge about everything on the menu so that you can advise the customers on what to drink after or while eating what,know the names of customers and what they ate the last time they came to the restaurant that would make the customer feel happy,loved and appreciated which will make them come back and also spread a positive word of mouth about the establishment.

Workers should know the service conventions e.g work hygenically and safely,cover cuts and sores,avoid leaning over customers when doing something like giving them their orders, if on a table there are males and females you should serve the females first before males because they say that "LADIES FIRST" ,use trays,know the correct way of how to hold crockery,cutlery and glassware.

Be able to avoid hazards by weraing the correct PPE for everything that you do,don't forget to unplug the plugs,know all the fire exits,fire extinguishers and how to use them just incase a fire occurs at the place.

The workplace must have a cleaning schedule on who cleans what ,when, how and with what. Remember to use the correct ckeaning materials for the task in hand.Most importantly clean the workplace frequently,wash hands regularly and make the establishment a happy and safe place for everyone who enters the business premises .

Always ask customers for feedback to improve the areas that need to be improved in the establishment.

Rethabile Ramolahloane

240097185

In this charper it all about the terms and conditions that the employees must follow so that the industry will be profitable. During these days people like eating outside their home,they will need to have a good quality of food and feel comfortable. The attributes is a good communication skill ,knowledge and be creative .Showing a good behavior to the guests will lead toward the the success of the industry.

If the staff members are not having a good communication skill and the behavior, they will lose customers. The are different kinds of languages that we're speaking they must find a solution to make that guest to feel free and welcomed.Staff should be patient and not arguing with a customer even the customer is wrong.We're also told that if there's a complaint, the staff must be able to apologize the the guests not asking questions and solve the issue on the right time.

When it comes to personal hygiene ,if the staff members are clean they will be respected as well as the business, they will be creating a good image of the industry. In this Charper we're told that it is very important for the staff members to have a good memory so that will easily remember what are the likes and dislikes of the customer ,that will make them feel special.

240116989

The attributes of this industrial personnel is hygiene it is very important to be clean in this industry as you will be dealing with food and packing in order to prevent food contamination, hygienic appearance is required which may includes cleanines of uniform that it is constantly washed ,brushing teeth before work,sufficient sleep to prevent eyebags ,hair must clean and well groomed furthermore Knowledge about food must be excellent, attitude towards customers is required to be professional and excellent ,the establishment provides training orientation in order to gain good status ,profit and good word of mouth

This chapter further elaborates and teaches us on how to hold and use a service spoon and fork which shows us that this is a successful industry, it taught people about the abilities of any personnel in the food and beverages department. What I have learned is that communication is the key to everything as you will be communicating with customers and colleagues, one must have ability to follow instruction

Health and safe is very essential to this industry also security and its laws are instructed to be obeyed accordingly

Name:Slindokuhle Gwamanda

Student number:240079756

In this moden time people like to eat outside their homes for some various reasons. Some are lazy to cook , some their schedule is so buys by the way that there is no time for cooking etc. So because of this the hospitality industry is growing very fast and more jobs opportunities are created because food is our our daily life need

Attibutes of food and beverage service personnel

Good personal hygien is the key major of food and bev service as the staff are the representatives of the establishment. Therefore these are the practice that must be done as part of personal hygiene

. Bath twice or show every day

. Brush teeths

. Cover any burnt

.use deodorants

. Have a clean and ironed uniform

. Don't apply lots of make up

. Do put lot of jewellery

.shave your beard

. Always wash you hands after use

Memory : you need to have good memory to know dislikes and like of the customer

Complains : be able to handle complaints in a professional manner by bieng calm

Contribution to the team: you must be able to work as a team and also make contribution to the team as part of it

Bonisani Ndawonde : student number: 240034293

Staff Attributes , Skills and Knowledges

2.1.Success in Food and Beverages Services requires member Of staff to have knowledge about the product should also have well developed interpersonal skill and an ability to work as part of a team

2.2.Attributes of Food and Beverage Personell

Have a professional and hygienic appearance since its contributes to the first impressions others have of you. For example hands should always be clean , teeth should be brushed , men shouldn't have moustache or beard should be neatly trimmed. Punctuality is key never be late for work as it shows lack of interest and respect for the management and customers. As Staff member you should have knowledge about the area and be able to advise customers about entertainment offered and means of transport .

2.4 Essential Technical Skills

Technical skills are used specifically for table and assisted service. Like how you should hold and use a service spoon and fork and other service equipment .The carrying and usage of large trays

2.3.Key Service Conventions

Be effective and efficient in carrying out the service. Professionalism is key know the rules and regulations of your establishment . Have problem solving skills , as a staff member you should always have a solution to problems arising and don't argue with the customer if u can't reach a solution

2.5. Interpersonal skills

Interpersonal skills is good manners like saying "please", "thank you"," I beg your pardon " . Use terms like 'sir' or 'madam' when you don't know the names . Make interpersonal skill the center on the interactions between the customer and food Beverage Service staff,then all other interactions come after.

2.6.Health, Safety and Security

Maintain a safe environment, understand all regulations and be aware it is their responsibility to act within these regulations .You should report any illness .Report to heads of department any hazards which may cause injury or harm.

Londiwe Ngubane

240089407

2.1 success in food and beverage service

It basically speaks about how the people in nowadays likes to eat outside the home in order to meet the demands as well as increasing diversity in the nature of food and beverage. The way industry is expanding many people sees a great opportunity to make their careers more successful

2.2 Attributes of food and beverage personnel

Speaks about the Physical appearance of a staff on how it counts on the first impression of the management as well as customers and it also looks at the hygienic appearance whether the stuff is clean enough in order to face customers

2.3 key service conventions

It specifically speaks about the changes and experiment that an establishment often get, based on the traditional ways of doing things

2.4 essential technical skills

It actually speaks about the diverse of skills staff has and may apply on duty. for an example handling cutlery and crockery putting them on the right manner

2. 5 Interpersonal skills

It basically speaks about the interaction between stuff and customers literally face to face, or rather using telephone communication, or written communication. It also complies that you're able to deal with a customer or not and also the incidents during service you may come across also if you have lost something a waiter can keep it for you until you claim it back but before they give you they will thoroughly checked whether you're a rightful owner or not

2.6 health, safety and security

It basically speaks about guidelines the staff need to strictly follow base on the cleanliness of the staff and basically the things they need to avoid hazards all the measures the need to follow also the procedures initially they get hurt or ham

S. Sibiya

Student no. 240089143

According to my understanding chapter 2 is based on how workers should be working regarding to their behavior, that they should learn to work as a team, developing their skills at a work place in order to benefit the restaurant and make it successful. Workers should be presentable, have professional hygiene and in order to display their professionalism they should be always clean and always follow the regulations at work.

Workers should know how to communicate properly and differently to customers and colleagues and they should know all their conventions like bieng able to work with the staff members, make sure they make customers happy, know how to use equipments properly,serve customers on time and prevent delays.

Worker should be able to use all technically food and beverage service skills as they are specifically used for some purposes and also can be used when performing other services e.g know how to carry two plates with one hand. They should be able to respond to different cultures and religions, be able to accommodate everyone in their languages, and maintain everyone that they feel special.

Sinenhlanhla Nzama

240073308

It also tells us that the staff should acknowledge and respect other religions or cultural beliefs. A staff attitude towards a customer should be excellent .the staff should have good memory as they have to remember the likes and dislikes of a customer.also honesty is needed in order for your customers to trust what you're saying

The staff should have sales ability and also sense of urgency .They should also perform personal hygiene as they will be handling food so they don't want the food to enhance the flavor of the perfume .Food hygiene is also important to prevent your customers from getting sick after eating your food

Siyamthanda Thomo

240111228

The food and beverage service requires all staff members to carry themselves morally.

The aim is to put the customer first and give standard experience, all that starts from

How presentable the staff look and behave. The main stream of the food and beverage

service is to satisfy customer needs at all cost. The target of the food and beverage profession

is to increase national and international status, wealthy profession development advancement.

The way each employee appears reflects on the first impression a customer gets not only about

The employee but also about the quality service offered by the establishment. The hospitality

industry deals more about ethics since the way the staff carry themselves sells the particular

establishment. All stuff members go through training of all the departments which contributes to

staff being able to fill-in incase of staff shortage and being able to answer any random question

from a customer.

Punctuality adds on the professional behaviour meaning respecting working hours. All staff

members must be familiar with the area of the business just incase a customer is looking for

other entertainment establishments, this also boost the interaction structure between the server

and the customer and that may lead the customer to come again.

Staff members should be tactful, good humoured and patient and a smile is recommend at all times.

Attitude towards a customer must always be positive and debates between staff and a customer

is unjustified since the hospitality industry has a (customer is always right) code. The hospitality industry

caters for all regions and has a universal access meaning it is designed to meet every customer needs.

Staff members must have a good mentality to keep up on everything, from the likes to the dislikes of a customer

including a stop, food and beverage. Trust is valued as it increase good team performance. The staff must be flexible

and be able to think on their feet in order to come up with solutions and must have innovative ideas.

A sharp eye keep the server to not keep a customer waiting for attands and clarification on what the customer may need

and also contribute

Nkosingiphile Ngobese

240115603

Attributes of food and beverage service personnel.

Staff members should present themselves in a very professional manner to customers and one of the most important aspect of a professional appearance is personal hygiene which is a deal breaker to customers in the hospitality industry there is a code of conduct of how a staff member should present themselves which includes no putting on strong deodorant or strong perfume,no long nails ect. Especially for the front of house workers.This section also includes the attribute of staff member in the food and beverage industry such as positive personality, cultural awareness so that staff can know how to treat customers from various cultures, honesty as each staff member may start to respect and trust each other which may lead to a good working environment.

Essential Skills

In this chapter technical skills of a trained waiter are outlined and described in details ,e.g carrying and using large trays, carrying glasses,using a service plate ect.This are some of the technical skills required by a waiter,hostess ,room service server and many more

240038232

Siyethemba Shabalala

Attributes of food and beverage service personnel. : you need professional and hygienic appearance,knowlege of food and beverage and technical skills like knowing exactly what menus are available in th restaurant . You must be punctual ,always arrive in time in the work place Don't be late also you personality is important have a smile when you are talking with ur customers ... I also found that we have key service convection where you follow the rule where you must work in hygienic environment, serve wine before food.It is all about how you usually serve food to your customers you may also be able to meet customer satisfaction. We also have essential technical skills which are required in food and beverage establishment you must have different type of skills here know how you suppose to carry plates ,carrying glasses and also carrying using larger pots .and also all about you must carry clean equipment and decorative so that it can be presentative to your customers.and also is about how u hold tray that have glasses maybe carrying wine or something else.

I have àlso learnt about interpersonal skills you must have communication skill like when you are facing them or talking with phone call and also you must able to write in a polite way if you are using written communication ,know how you should deal with your customers it is important to be polite always when you are dealing with customers stay calm all the time . Give them good treatment during their service time explaining what are menus available what they would like to add during their meal able to clean or clearing table on the good manner which will not distract them during their meal.You must able to deal with children like you must be friendly when you are talking with them and also give the menus that suite children .also u must able to deal with people who are living with disability ,able to handle customer complaint in a good way .... Able to deal with customers illness like offering emergency help.

Health, safety and security... Is about practicing health in working environment and following legislation that set to control workers in the hospitality establishment what is also important .is know how hygiene is important like cleaning work place before food preparation and other staff maybe related with hotel or restaurant.

Sinaye Gumede. Student Number: 240010655

2.1 Success in food and beverage service

In now days people prefer eating outside than home augment diversity in the nature and type of food and beverage and there's lot of careers in this industry. A person who serve customer plays a vital role in a profession with augment in this industry.

In order to be successful staff members in food and beverage you must have a knowledge about products, ability to work with others and well developed personal skills.

2.2 Attributes of food and beverage service personnel

As a staff member you have to follow hygienic appearance such as bathing everyday ,brushing your teeth regular,cut nails,covering cuts and burn with waterproof dressing and avoid strong deodorant,chewing gums etc.

Staff must have adequate knowledge of all items on the menu and how to correctly serve each and every dish on the menu and various types of serving beverages in the right container at the right temperature. All staff members should be punctual,have knowledge so that they can advice customers on the different entertainment.Staff must have a good personality toward the guest by communicating on the right way and smile to the customer .They must have a positive attitude towards the customer and the staff must respect customer religion.It's vital to remember the customer needs by remembering the customer's favourite meal so that they feel at home and welcome. Staff is not allowed to argue with a customer he/she must be patient.Also working as a team is vital.

2.3 Key service conventions

Staff members should work hygienic and safety and use checklist for preparing any task and hold cutlery and crockery on a right way and he /she must always serve a wine before food and use correct way of serving food (starting from a right hand side of host/guest).

2.4 Essential technical skills

There are six technical skills that the staff should know in food and beverage like holding and using a service spoon and fork , carrying plates,using a service plate , carrying glasses and carrying using large trays they must know appropriate ways of holding or carrying it.

2.5 Interpersonal Skills

There's a interaction between customer and the food and beverage service staff like communication when you're communicating with a customer that's infront of you you must maintain an eye contact and listen attentively in telephone communication the staff must speak clearly and slow so that the customer can understand what's he/she saying.When dealing with a customer you must show that you care as a server and use appropriate way to call your customers.When dealing with a customer during service first thing you must do greet your customer and welcome them and escourt them to their table and handle menu on a right way talk to your customer and explain what you are offering.Children must be taken a good care when the children is lost you must report as a server.When handling complaints as a staff you must not interrupt the customer and apologies sincerely and bring matter to your attention and never blame someone.

2.6 Healthy, safety and security

Safety in a work place or establishment is very important .By maintaining a safe environment as a staff member you must understand food hygiene regulations and handle food in a hygienic manner . Avoiding hazards staff members must look out for themselves by wearing appropriate protective cloths all the time.Staff must maintain clean working areas and equipment.When dealing with a suspicious items or package all staff members should be alert for suspicious items or packages.

By :

Lethukuthula Ndlovu

Student number:240092246

The professional and hygiene appearance is any important thing for the staff to clean ,the staff should limits the perfume not too much strong it could be have bad effect to other customers . Brushing of teeth before you coming to the duty its any essential and breath support to be fresh not annoying the the customers , the cuting of hair is acceptable if you have long hair make sure its always clean and covered and well groomed . The shoes of the staff members should be clean and comfortable .

The good attitude of staff and behaviors towards the costumers contribute to the business and its also create good image to gain more customers. The respect of cultures is any important in food and beverage . The staff must able to memories the returning costemers service .

The use of holding spoon and fork can be achieved by practice. The service fork must be have in a position or on top of the service spoon . The spoon and fork are manaevned with the thumb . lt is important for the staff to make sure that service fork and spoon it on the picked up from the dish. The use of service salver it any importance to carry clean glass and clean cutiery on the table. Waiter should provide the customers with clean cup and clean saucers on the table.

The communication is any requirements for the staff to able to do , first they must able to communicating their owns as staff members . If the staff have poor communication or bad attitude the business can lose costumer . it is important to the staff to always smile every time so that the costumers will feel comfortable .

The customers with addition need offer wheelchair easy place at the table where there adequate space for the for the monuevrability . Never move the wheelchair without asking the cistomer , provide the costumer with the easy place to cloakroom. The complain of the customer for the poor service must be attended early so that the costumer would be satesfield with a service .

Simukelo Makanya

240040307

In this chapter we focus on six subtopics which elaborate more about the staff attributes,skills and knowledge under this topics it is highlighted that ỉn our days people often eat food which is not prepared in there homes sỏ in order for the food industry to meet the needs of this people there is ăn availability of different types of food and beverages to offer them .Due to the expansion of the industry and increasing requirements in food and beverage staff more skilled and qualified are needed.

The attributes of the industry is mostly the personal hygiene as this chapter elaborates more about how a worker in thise industry should present and take care of his or her self in order to be well represented as the face of the business,as this improve the number of customers visiting the industry and create a profit .

This chapter further elaborates and teach us wayes on how to handle and use some types of our crockery and cultury should be presented in order to achieve the goal of being a successful industry. There are many challenges along the way but having policies that guide the oparation have a huge impact in achieving the business goal .

Improvement of knowledge and understanding I have benefited as ị highly understood more or gotten more clarity on what the chapter is trying to educate us on and give us more understanding on some wayes things are done and tool that are more important in the food industry.

Name:Amanda Shange

Student number:240115130

SHOBEDE ANEZELWE SIPHESIHLE

SUMMARY BASED ON CHAPTER 2

It is said that people are now eating outside based on satisfying their demands and to explore the food and beverage industry. This is an essential part based on customers and the careers found in hospitality industry therefore knowledge skills and teamwork skills are vital and by having these qualities working abroad could be an advantage because this industry offers nothing but a wide range of opportunities and excitement therefore having the qualities may success the food and beverage industry. In this industry it is vital that the appearance enhances and dignifies the establishment, staff should be professional and clean also the hair must be nicely made or combed, the perfumes must not be strong and teeth should always be brushed and clean. It goes along with empathy and the level of professionalism and personal hygiene. The attributes also apply to a person who would like to work in hospitality industry. They must have loyalty, knowledge and punctuality and honesty. There must be also cultural knowledge because based on the industry it is likely for a person to travel therefore a person must be exposed to various personalities and cultures also ability to understand them. There are also key service conventions of which include level of the ability and effort a person has to layout

TECHNICAL SKILLS IN THE KITCHEN

The are 3 things that a person must know when plates, Cutlery, glasses. When it comes to plates it is vital for a staff member to hold a plate with a single hand and use the other one which is the right hand side to place the plate at each cover on three customer's table. When it comes to glasses the there are 2 methods, either by hand or a service salvar. When carrying them by hand it is important that wine goblets should be positioned between alternate fingers as soon as possible only one hand must carry wine goblets and the other must remain freely in case of emergencies. With cutlery it is handled in a tray when placed into the table using thumb and forefinger to lessen the effect of fingerprints on the cutlery

INTERPERSONAL SKILLS

Staff must have excellent communication skills and good service when dealing with customers. Customers must be treated evenly and during service they must greet customers, show their table seat, staff being responsible for menus, opening chairs, be culturally aware and diversity aspects, serving and fixing tables. The way you treat elders or older people must differ with the way you treat children there are also 3 types of communication which are written communication, face to face and telephone communication. There are also 3 ways to handle the customer's needs, expectations and people with special needs, loss of things in the establishment. Recording of incidents should also be there when something has happened date, time, what incident occurred and the name of the staff involved

HEALTH SAFETY AND SECURITY

Maintaining health and safety in a workplace include avoiding hazards, maintaining good safety practices for the whole staff and customer in the establishment and also ensuring the food hygiene, personal hygiene and the way staff presents themselves to guests

2.1 Success in food & Beverage services

A Food & Bevarage successor requires Good communication skills,,Teamwork & Veriety of skills. The Food & Bevarage industry hosts & offers large Veriety of good careers.

2.2 Attributes of Food & Service personell

It is important to be Hygienic as a staff member.Your neatness symbolises the good service your workplace can supply.As a staff member you should be panctuall all the time,,You should know what your local people love,,Have a sharp memory,,Your attitude towards customers complain,,etc.These are some required Attributed for a Server.

2.3 Key Service Conventions

There are ways implemented by the establishment that guides you to work properly.Everything you do should be done professionally ;e.g Holding glasses at the base for Hygienic purposes,,Avoid leaning over customers to allow physical space .Instead of separate serving of food & wine,,they are now served at the same time because customers don't like waiting. Every movement,,thinking & Comunication should be professional .

2.4 Essetial & Tecical skills

This refers to how proper your work should be done.Always use a service plate to carry something to the table or from the table.When you carry glasses use a round tray or hand

There are more techniques but all of them should be practiced

2.5 interpersonal Skills

This refers to the interaction of an external customer & a food & Beverage staff. There are 3 types of Communication

Face-to-face,,Telephone communication & written communication.You also deal with customers while working....for example you show them their table,,You have to ask if are there any additional needs & also be able to accommodate disabled people

2.6 Health ,,safety & Security

Health,,Safety & security refers to the physical maintenance of the establishment.take care of your working environment.Your products shouldn't harm the customer in any way,,it should be safe to use.Practising safety hazard is compulsory. Some staff should be able to Apply first Aid practises. Business run smoothly when Health,,safety & security measures are being followed

Done

240062156

Luthando Dladla

We are taught that nowadays most of people eats outside the home in order to meet demand, there is increasing diversity in nature and kinds of food and Beverage on offer.

Food and Beverage service is the fundamental relationship between menu and customers, beverages and services that are offered by the establishment. Server is the main point of customers and the establishment, they plays significant part in professional with increasing status globally. Knowledge and skills of food and Beverage industry also careers are transferable in sectors of food and Beverage worldwide.

We are informed on what to require to be successful as a staff member which involve sound product knowledge, interpersonal skills that are well-developed and Range of technical skills and working as a team ability.

There are certain attributes of food and Beverage personnel which states that staff should develop cleanliness with deodorants but not strong ones, no jewellery to be worn, light make-up for females and cuts and burns should be covered properly. Knowledge about food and Beverage and technical ability include: panctuality, Memory, Honesty, personality and so on. We also got traditional way of doing things to be established overtime, which are also known as service conventions. We got technical skills with application such as carrying glasses by hand and clearing dirty ones from service area using a service plate.

We are acknowledged on how to hold and use a service spoon and fork as this technique can only be achieved with practice. We have a process of using a service salver(round tray) which can be ised to place clean cutlery and saucers on the table. We are informed about carrying cups and saucers, as an underflat on how to use service plate, carrying cutlery and others.

There are interpersonal skills which is communication of face-to-face, telephone and a written one. They can be used when dealing with customers, and during service... such as showing customers their table, handing them out their menu and serving and clearing. Also by dealing with children, additional customer needs, blind and partially sighted customers, handling complaints, dealing with incidents during service such as spillages,food returning and other mistakes that may occur.

Then we also given knowledge on health, safety and security where there should be safe environment maintenance on understanding food hygiene rules, ensuring that fire exits are clear all the time. Avoidance of hazards, correct procedure in event of an incident, cleaning programs and so on. The maintenance of securing environment states aspects of what staff should be aware of. We are told on procedures to deal with suspicious item and Bomb threat.

Ntandoyenkosi Khumalo

240112948

Nowadays lot of people prefer to eat outside and explore new things. The industry has grown so big that there is even greater need for people to make their careers in this profession.

The employees who serves customers are important in such a way that if a person from overseas gets bad service they will obviously spread a word of mouth when they get back where they stay and that will ruin the image of the establishment , the ones who wanted to come will not bother because of what they heard about the establishment.

Staff members must know all about the establishment. They must know how to communicate with customers without being rude and they should be able to work as a team without fighting or being rude to each other. All the staff in the workplace must be clean and smell nice however not too strong. As an employee you should get enough rest and eat healthy in order for you to cope in work.

Females in this industry are advised not to put too much make up while men are advised to cut their beard nicely. The big earrings on females are not allowed. If it happens that there is any emergency that needs you outside ensure that you wash and sanitize your hands.

The staff should know everything about the menu in order to advise customers who are not used to it. They should serve customers in correct dishes that means more knowledge, dessert should be served on it's bowl or small plate, beverages must be poured in right cups or glasses. As an employee in the hospitality industry it's a must to know that arriving on time is important. Have knowledge about the whole place in order to advise customers and tell them about shows or entertainment offered. The staff should be honest when answering questions of the customers not forgetting to smile when talking to customers. Staff should urgently attend the customers complaints because they might get more mad and never come back. Ensure to handle the customers complaints in a calm way and follow the establishment rules while handling the complaint .

All team members should participate and play their part without being reminded. It's important to work safely in a clean way in order to prevent harm. If an employee has a cut they must cover it with a plaster in order to prevent the blood from falling into the customers food. The table should be set and all the equipment should be on the table everytime ,ensure that the cutlery and the crockery are in the same way in the table, and items should be placed in a correct way so that the customers doesn't get harmed by the items. The employees must be taught on how to deal with people that has disability without making fun of them.

Learn to respect the customers space when talking to them don't get too close, the establishment's strategy is that they offer a beverage first then food after the food has arrived it may happens that you done with the first beverage so you now have to order another one for the meal most of the establishment's do this on purpose. The underplayed liners are normally used for appearance in the table.

When serving the customers ensure that you use the trays to transport food from the kitchen to the customers table. When the customer is done eating when you clearing the table ensure that you clear from the right side in order to prevent harm. And to prevent the plates from breaking it is advised that you use a tray even though you can use a hand.

Student number: 240006713.

Chapter 2 summary

In nowadays people are fundamental pillars for the success of the food and service industry as they going out to eat in different food provision services to enjoy various cuisines and beverages . More job opportunities have been created because of this industry and people are required to be qualified in other for them to be employed in these industries and for them to give the best service to customers

Food and beverages links customers and the menu,how? The server is the main connection for the customer and the establishment and they will be the ones to acknowledge the customers professionally of what is offered in the establishment and also make recommendations to the customers of what they think their customers would prefer and why . If the customers are happy with the service then there would be a good word of mouth spread by the customers about the establishment and attracts other customers to visit as well, therefore the business will prosper and create more careers that will be transferable between establishments , sectors and throughout the world . The staff members of the food and beverage service must have knowledge of the products that the establishment offers. It is very essential to have good communication skills so that the staff can be able to easily interact with the customers amd get to know their demands and handle them professionally. The staff must have various technical skills and must be able to do teamwork

Presentable and we'll mannered staff gives the best first impressions to customers as they expect to get the best quality service ever. The staff must have good hygienic standards, smell nice ,bath, must get enough sleep , be healthy, regularly wash their hands , teeth must be brushed in order to have a good breath. The staff must know exactly what the establishment offers to customers. They must know the menu amd be able to interpret it for their customers so that they will know amd understand what they have ordered. As a server you have to be able to make suggestions and recommendations if you feel that the customers do not have an idea of what they should order. The staff should know how to serve and give out orders in an appropriate way to the customers.

It is very important to be a time keeper if you work in a food provision establishment and never be late for duty to show love, dedication, commitment and especially respect for your manager . It is a ood advantage to have knowledge of your surrounding areas to know your customers likes and dislikes and be able to offer what they would like and be able to give advises on different entertainment offered and best means of transportation around the area.

The staff must have good communication skills amd must be able to get along with customers. A staff member must be kind and generous to their customers amd be friendly and always gives out smiles. Teach yourself a correct way to approach different kinds of people and be able to handle their different character traits. Staff must always be attentive during your and make sure that your customer is satisfied at all times .

We live in a very diverse country that has various cultures and religions which makes it essential for the staff to be flexible and open minded in terms of serving different customers with different cultures and do not judge them just because you are not of that particular clan . It is very important to remember the customers order and not mix them up as that will be very unprofessional and it will make the customer very angry. Have a good memory of your customer, their likes and dislikes and where they would normally prefer to sit whenever they are visiting the establishment.

A good working condition is built with honesty and trust between the employees and the management. The staff must therefore be aware of the purpose and objectives of the establishment they are in . The staff must always follow the rules of the establishment at all times and respect them even if they are off duty . As the member you must have knowledge of the sales of all the services the establishment offers.

Staff members should always have a way to deal with problems and pressure that arises and must have an appropriate way to deal with a customer , failure to resolve the issue the senior member must be contacted. All in all , staff members must be able to as a team in order to promote a conducive workplace. Within the food and beverages service, there are ways to do things that males work/service to be effective and effective and that is called the "service conventions" .

There are important technical food and beverage service skills that need to be practiced, these include; holding and using a service spoon and fork and other service equipment, carrying plates, using a service silver, using a service plate , carrying glasses and carrying using large plates . It is important to master these techniques and skills for table services . A good interaction is required between the staff and customers and that requires good communication skills to the staff. The staff must be able to communicate with customers face to face, over telephone and through written communication. It is important to respect your customer and be professional with them at all times and address them professionally as they are not your friends.

Staff members should be aware of customers that have special and additional needs to meets their requirements and offer great service and for them to feel special and welcome . Staff members must be aware to meet the needs of those customers who may be blind and they must be treated in way that other customers are treated. Some customers have difficulties in communication so as a professional worker you must be able to find ways that would be best for the customer to communicate with you and you must be able be paying attention and speak directly to them and listen attentively to understand their requirements.

Incidents can occur anytime and they must be dealt with very efficiently without causing problems or disturbing the customer. If ever there are spoilages make sure to attend to the customer first and clean them up. If it happens the customer returns the order and complains about it, find a well mannered way to resolve the issue apologize to the customer for the inconvenience.

In a food and beverage service industry food hygiene is very important and a very serious offence if the correct food safety and hygienic procedures are not followed. The food establishment must avoid hazards , the are procedures that need to be followed incase of fire and events of an accident. The must be cleaning programs, maintenance of a secure environment, dealing with suspicious packages and also dealing bomb threats. These strategies will ensure the safety of the customers along with the employees in the working environment

Student no.: 240057161

Mtshali ML

CHAPTER 2

This chapter is about how should the staff look and behave around or when interacting with customers e.g it is important to wear a deodorant but not a strong smelling one as it can interfere with the aroma of food which is being served. Knowing the food and beverages on the menu is important as the staff can sometimes be required to make recommendations so they must know the ingredients used to prevent an allergic reaction to customers .It also explains how the staff should serve food to customers to prevent making them uncomfortable or offended.Staff should always keep an eye on customers while eating but not starring at them,this is important to see if they are still enjoying their meal.The chapter also describes the techniques that are used when holding a glass (hold it by the stem)plates must be collected using the trays.

Different types of customer communication is used for different situations when communicating with the customer, the staff must know how to use these communication methods. When dealing with a customer during service from when they arrive to when they leave certain steps must be followed, it is the responsibility of the staff to show customers their tables.The staff should know how to deal with children and they must be served quickly as they are not as patient as the udults. The establishment must also accommodate the disabled ,listen carefully especially when talking to a customer that has a communication difficulty and never move the wheelchair without the customers permission. The detailed description of the missing child must be provided and if the child is not found anywhere in the restuarant the police must be contacted The staff should know when to stop serving wine to customers and ask them to leave to prevent disturbing other customers,the word tipsy must be used instead of drunk.The safety and health of customers must be ensured by avoiding hazards at all costs.Suspicious items must be reported to the security,ensuring customer safety will make them feel safe and protected and will leave with the smile

O.Ndlovu

240032054

Inorder to be successful in food and beverage services the members of the staff must have the productive knowledge, well developed interpersonal skill,a range of technical skills as well as the ability to work as a team.

Moreover the staff should be clean all the time. The staff must ensure that hair is neatly combed and well groomed.The staff must have enough knowledge about what is in the menu know all about items on the menu.Also they must be able to serve different types of drinks and wine.

Furthermore the staff should be able to communicate with customers in a pleasing and good way.Always approach customers very well and show pleasant attitude towards the customers.The staff members should be open minded appreciate and communicate respectful for other people values and beliefs.

L.Dlamini

240088525

240059735

STAFF ATTRIBUTES, SKILLS & KNOWLEDGE.

2.1 SUCCESS IN FOOD AND BEVERAGE SERVICE.

In my own understanding, to be succeseful in food and beverage service there are skills that are required for a staff member to have.

Staff member should have:

Sound product knowledge, well-developed interpersonal skills, a range of technical skills, and the ability to work as part of a team.

2.2 ATTRIBUTES OF FOOD AND BEVERAGE PERSONNEL

Professional and hygienic appearance.

Staff should be clean and should use deodorants. Aftershaves and perfumes should not be strong. Sufficient sleep, an adequate and healthy intake of food and regualr exercise is essential for food health and the ability to cope with the pressure and stress of work.

Knowledge of food and beverages and technical ability.

Staff must have sufficient knowledge of all the items on the menu and wine and drinks lists in order to advise and offer suggestions to customers.

2.3 KEY SERVICE CONVENTIONS

Always work as part of a team, work hygienically and safely, pass other members of staff by moving to the right, avoid contact between fingers, mouth or hair, cover cuts and sores, use checklists for prepartion task, prepare service areas in sequence, consider using white gloves, use a model lay up, hold glasses or cups at the base or by the handle, hold cutlery in the middle at the sides between the thumb and forefinger.

2.4 ESSENTIAL TECHNICAL SKILLS

Holding and using service spoon and fork, and other service equipment: for the service of food at a customers table.

Carrying plates: when placing and clearing from a customer's table.

Using a service salvar: for carrying glasses, carrying tea and coffe services.

Using a service plate: for carrying items to and from a table.

Carrying glasses: carrying clean glasses by hand or on a salver and for clearing dirty glasses from a service area.

Carrying and using large trays: for bringing equipment or food and beverage items to service area and for clearing used items from the service area.

2.5 INTERPERSONAL SKILLS

Communication: Face to face, telephone communication, written communication.

Showing customers to their table, seating customers, talking to customers.

2.6 HEALTH, SAFETY AND SECURITY

Ensuring workplace safety and health is of utmost importance in food and beverage operations. It not only protects employees from potential harm but also contributes to the overall success and reputation of the business. When workers feel safe and secure, they are more motivated, productive, and loyal. Moreover, a safe and healthy work environment reduces the risk of accidents, injuries, and illnesses, resulting in lower absenteeism rates and decreased healthcare costs for both employees and employers.

2.2 Attributes of food and beverages service personal

Appearance and behaviour is the first impression to customers/others which shows hygiene standards of the establishment and quality service will be there as well

Professional and hygienic appearance

Staff should be clean and use deodorants. Aftershave and perfumes should not be too strong as it may affect the customers palate. Rest well, eat healthy food, exercise regularly for good health so you can cope at work. Uniform should be clean, well ironed, wear it appropriately and buttons should be present. Wash hands immediately after using toilet and smoking with hot water and soap

Knowledge of food and beverages and technical ability

Staff should know what is on the menu and also know the ingredients of the offered dishes. Also know the beverages and know how to serve each dish served

Essential technical skills

These essential skills are used specially for table service

Holding and using a service spoon and fork

The fork service fork must be placed on top of service spoon

Carrying plates

Clean plates must be carried in a stack using both hands or using tray. Left hand is for caring plates and right hand is for placing the plates on customers table

Using a service salver

It’s a round, often silver tray. Napkin helps on holding things so it won’t fall from the tray. They carry clean glasses, and remove dirty glasses. Carry clean cutlery. Place clean cups and saucers

Interpersonal skills

Communication

Face to face

Telephone communication

Writing communication

Dealing with customers

Have good interpersonal skills. Get used in calling customers sir or madam. If you know the customers name kindly call them in a formal way “Mr Dlamini or Miss Dlamini”. When talking to a customer do not attend a staff member or another customer while serving a customer. Do not interrupt customers while having a conversation but wait for their attention

Dealing with customers during service

For a better service you must show customers their table, hand in wraps, give them menu or wine list, explain the menu and be culturally aware of the menu

Thandolwethu Luthuli

240101274

Most of people in this days they like to eat outside of their homes. To meet the demands as well as the increasing direct.

To be successs in food and Bevarage services requires members of staff to have. More knowledge about the business. Need to be trained /A Range of technical skills. The ability to work as part of team. Possession of the skill to do so something.

2.2 A tributes of food beverage personal Physical appearance as well as behavior it counts in the first imorossion of management

Professional.

Staff need to follow this rules Staff must bath regularly. No repetition of cloths. Avoid using strong perfumes..

Knowledge of food and beverage technic ability. Stuff must obey the given rules and show a huge respect in all duties. Need to pay more attention to the customers. This is the rules that stuff expected to do.

(N. N Gumede)

To be successful in food and beverage service requires members of staff to have sound product knowledge and be well developed interpersonal skills.

2.2. Attributes of food and beverage service personnel

In order to maintain professional and hygienic appearance staff should be clean and use deadorants. Hair must be clean and covered to avoid hair from falling into food.

2.3 Key service convention

Within food and beverage service there are traditional ways of doing things that have become established over time.

2.4. Essential technical skills

There are 6 technical food and beverage service skills:

. Holding and using a service spoon and fork and other service equipment

. Carrying plates

. Using a service salver

. Carrying glasses

. Carrying and using larger trays

2.5 Interpersonal skills

In food and beverage operation there is interaction between customers and food and beverage service staff. There are main three types of communication: face-to-face, Telephone communication and written communication.

2.6. Health, safety and security

In regard to health, safety and security staff must understand food hygiene regulations and be aware it is their responsibility to act within the bounds of these regulations. Staff must ensure that fire exits remain clear all the times.

T.P Mdletshe

240103449

240108028
Njiyela Lukhanya