Chapter 1: the Professional Server

Chapter 1: The Professional Server

Objectives

·  Outline the skills and behaviors common to professional servers

·  Explain how hiring qualified employees helps an operation deliver excellent customer service

·  Describe laws that affect employees and employers

Outline

I Introduction

·  This chapter focuses on finding work, professionalism and the laws affecting servers.

II Finding Work

·  Finding a server job includes getting a good fit. This means knowing the operation. Word of mouth, help wanted ads, union headquarters, employment agencies and just walking in are all methods of locating a job.

A.  The Interview

·  Present yourself as a desirable employee

·  Be positive, explain qualifications, be mindful of body language

·  Dress and grooming should match tone of operation

·  Managers should hold interviews only when seriously interested in candidate

·  Interviews should be designed to gather information. Open ended questions are good for this

·  ? Ask students about interviews that they have had or given. Practice answering some of the open ended questions that appear in exhibit 2.1

B.  Interviewing

·  Success may hinge on actively hiring and retaining the most qualified, talented and motivated employees.

·  This process includes screening, effective interviewing and selection

·  Interviews are divided into four parts:

1.  Preparation

2.  The Interview

3.  Ending the Interview

4.  Evaluation

·  The key to conducting effective interviews is to plan in advance

·  Job Description Specifications are written definitions of the requirements of the job and the person that should be hired to fill these requirements.

·  Set up questions to get information needed to judge candidates suitability for the job covering: education, motivation, ability to work with others and relevant personal characteristics

·  ? Ask students what they learned if they tried out exhibit 2.1 questions previously.

·  Ask open ended questions and use most of your time listening carefully to the answers

·  Interview room should be private, orderly and unintimidating − sit next to the person being interviewed, not behind a barrier creating desk or table in order to put candidate at ease.

·  Make arrangements not to be interrupted

·  Have a note pad ready to take notes

·  The applicant is also evaluating their interest in working at your location. Be positive and encourage the candidate to speak. Do not expect spontaneous answers

·  Do not mislead or make false promises

·  Give a tour and introduce the candidate to others. Ask if they have any questions.

·  In ending, thank the candidate and give them information on the process

·  After the interview, review notes, summarize, weighing all the facts.

·  ? The text does not mention checking references. Ask the class their views on this practice.

C.  The Legal Side of Hiring

·  Federal laws are covered in the text but local laws must be followed as well. Failure to observe employment laws can result in heavy fines and severe penalties.

·  Only job related questions should be asked of the candidate. Careful planning results in questions that are legal and effective.

·  Questions regarding the following are prohibited by law:

o  Race, religion, age or gender

o  Ethnic background

o  Country of origin

o  Former or maiden name and parents names

o  Marital status or information about spouse

o  Children, child care arrangements, pregnancy or future plans to become pregnant

o  Credit rating or other financial information, or ownership of cars or other property

o  Health

o  Membership in an organization

o  Voter preference

o  Weight, height, or any questions relating to appearance

o  Languages spoken unless the ability to speak other languages is required in the position

o  Prior arrests (it is legal to inquire about convictions)

·  ? Ask class why above questions are prohibited and relate to laws in exhibit 2.2 or assign groups to match the illegal question with the law prohibiting it.

III Looking Professional

·  A positive first impression can translate into higher tips, better shifts and sections and advanced opportunity for recognition and advancement

A.  Uniforms

·  Bars, family style and casual restaurants uniforms feature; khaki pants, shorts, t-shirts, cotton button-downs or polo shirts

·  Servers in upscale fine-dining restaurants often wear; ties and black aprons over formal clothing

·  Institutional food service uniforms typically resemble traditional uniforms

·  All should be clean, wrinkle free, and well fitting. Shoes should be comfortable, sturdy and skid proof

·  Pens, order pads corkscrews or matches should be in pockets below the waist to prevent them from dropping

·  Extra uniforms should be on hand

·  Jewelry should be limited due to sanitary reasons

·  Personal hygiene is vital to food safety and sanitation

·  It is preferable to change into the uniform at work. If impossible, servers should come directly to work in their uniform

·  Hair must be restrained, nails kept short and clean

·  Gloves or tongs should be required when handling food. Sores, cuts or infections should be covered by Band-Aids

·  Nothing that touches the mouth of the guest should be touched by the hands of the server

·  ? Discuss sanitation as it relates to uniforms. How does providing more than one uniform assist servers in staying clean? Discuss uniforms students have liked and disliked and the reasons.

·  ? Discuss provocative uniforms as they relate to professionalism.

IV Demeanor and Attitude of Successful Servers

·  A pleasant and positive attitude has as much to do with success as knowing how to do the job. A survey showed only 10% were fired for not knowing the job, the other 90% due to personal traits or negative attitudes

·  Discuss students’ experiences with coworkers or as customers in dealing with a server (or other employee) with a bad attitude. Can attitude be determined at the interview stage? Various responses.

A.  Delivering what Customers Expect: Operation Knowledge

·  Servers must know complete information about the company for which they work and the products offered

B.  Maintaining a Positive Attitude

·  One of the most important traits a good server must possess is a positive attitude toward all aspects of the job

·  Good servers correct their mistakes and learn from them

·  Setting small goals build confidence

·  Make an earnest effort to be friendly to and to please guests

·  Servers should never talk about personal problems or inappropriate topics. The guest should be the focus of attention.

C.  Courtesy

·  Courtesy means being polite, gracious and considerate toward others. It means putting the guest’s needs before one’s own.

·  Even difficult guests may be won over with courtesy, if not the mistreatment should not be taken personally

·  ? Discuss class members experience with a difficult customer and how it was handled.

D.  Tact

·  Tact is the art of saying and doing the right thing using the right words at the right time. It is also an intuitive sense of what to day and do

·  Remembering names and using diplomacy demonstrate tact as does handling sensitive situations so that everyone involved is left with their dignity

·  ? Discuss situations where tact is required. Role play can be effective here.

E.  Sincerity and Honesty

·  Natural, not forced or phony behavior demonstrate sincerity and honesty

·  Admitting mistakes and correcting them are part of being frank and truthful

F.  Camaraderie

·  The ability to get along with people enhances professional advancement

V.  Learning Skills

·  Learning and training is a continuous process and includes DVDs, study courses, computer programs, CD-ROM programs, simulations, online courses, training sessions, and other servers

VI.  Product Knowledge

·  Servers should be able to answer all guest questions about the menu

·  Servers learn the menu by studying it, knowing all specials, tasting, and learning ingredients and preparation methods.

·  Servers should know; menu items, signature items, specials and promotions, estimated run out time and items of interest

·  ? Ask students if any have serving experience and if so, how they learned the menu. Ask what methods would be most effective.

VII.  Suggestive Selling

·  Suggestive selling involves offering guests the full range of products and services available.

·  Suggesting items results in increased tips, guests who enjoy their experience more and increased profit to the operation

·  Knowing menu terminology is essential

VIII.  Organization

·  Disorganization breeds a frantic pace, tension and nervousness

·  Good servers have a rhythm, anticipate guests needs and are observant

IX.  Tips

·  Tips means “To Insure Prompt Service”

·  Servers should receive a fair tip for good service

·  Servers who welcome and thank guests and give extra effort needed to please should far outdistance their peers in tip earnings

·  Tips are considered part of a server’s salary and must be reported to the Internal Revenue Service. The employer must report 8% of each servers total sales

·  ? Discuss issues surrounding tips with the class. What other professions rely on customers to provide the bulk of their pay? Strippers In professions where commission makes up the bulk of the income, is that amount set by the customer or is prescribed? Commissions are usually set by management and not subject to much negotiation. Discuss the European practice of adding a service charge.

X.  Unions

·  Servers are represented to management by union representatives who charge their members dues

·  Contracts cover job classifications, duties, scheduling, pay, grievances, vacation, work week, breaks, sick leave, termination etc.

·  Written job specifications an descriptions are advisable to have prior to management signing the contract so that function is not done by the union

·  Union contracts often require a process leading up to termination which includes oral and written warnings. These are good practices in any case.

·  Management should try to settle employee matters internally but if grievance is not satisfied, the union can take it on if it involves a contract violation. If not settled, a grievance committees decision is binding

XI.  Laws Affecting Servers

A.  Privacy Act

·  Forbids employers from asking non-job related questions that might discriminate against a group of qualified job applicants

B.  Fair Labor Standards Act

·  Protects workers between 40-70 from discharge because of age- it also covers teenage workers, hours and union activities

C.  Family and Medical Leave Act

·  Requires employers with 50 or more employees to offer up to 12 weeks of unpaid leave for the birth, adoption or foster care of child, care for an immediate family member with a serious health condition and care for self with serious condition.

D.  Civil Rights Act

·  Prohibits discrimination against job applicants and employees on the basis of race, color, religion, sex or national origin.

·  Further it covers wrongful discharge on the basis of age, disability and participation in union activities

·  Sexual harassment is now covered and defined as unwelcome sexual advances, requests for favors, and other verbal or physical conduct when:

o  Submission is made a term or condition of employment

o  Submission or rejection is used as a basis for employment decisions affecting that person or

o  Such conduct has the purpose or effect of unreasonably interfering with a person’s work performance or creating an intimidating, hostile or offensive working environment

·  ? Discuss the above laws with students and their experiences with them or views on them. It is usually easy to get a lively discussion going on these topics.

E.  Beverage Alcohol

·  Sale of alcohol is regulated by state and local laws covering licensing, permits and how liquor may be sole

·  Control states handle the sale and distribution while others permit retail establishments to purchase from prescribed dealers

·  Dram shop laws hold anyone serving alcohol liable if an intoxicated patron injures or kills a third person, thus the term third party liability.

·  Damages can be large as can insurance premiums covering them

·  In order to reduce liability, many jurisdictions require training in responsible service of alcohol

·  Responsible service involves never serving to minors, intoxicated patrons or habitual alcoholics

·  Verifying identification thoroughly through photo identification can prevent service to a minor

·  It can be difficult to deal with intoxicated patrons. If they try to drive away the police should be called if attempts to stop them fail

·  ? Discuss class experience with being carded, alcohol related accidents involving injuries etc. Discuss purpose of third party liability (profit in sale of dangerous substance involves responsible sale of that substance. Alcohol, weapons and explosives all charge vendor with particular care in their sale) Class discussion is generally lively

F.  Immigration Reform and Control Act

·  Makes it illegal to hire aliens not authorized work in the United States

·  Employers must verify citizenship or work permit

·  Every new employer must complete a Form-I-9 upon hiring to verify that the new employee has submitted satisfactory proof of identity and work authorization if required

·  ? Discuss the historical reliance of our industry on immigrant labor and the political stance of the National Restaurant Association on immigration for the purpose of employment

G.  Americans with Disabilities Act

·  Prohibits discrimination against people with differing levels of ability and requires reasonable accommodation for employees with disabilities

·  It requires public places and services to accommodate guests with disabilities

·  ? Ask students about their experience working with persons with disabilities. Remind students of the shortage of labor in our industry and the need to recruit and retain creatively.

Chapter Review Questions Answer Key

1.  A grievance committee is appealed to when a server has a grievance which is not satisfied by the workers own efforts followed by an attempt by the union to settle the matter amicably. The union contract states that both parties will be bound by the committee’s decision.

2.  It is not an appropriate question. The appropriate question would be to ask if the candidate is able to perform the functions of the job. The employer is prohibited from discriminating against qualified individuals and must make reasonable adjustments in facilities and practices to permit participation of disabled persons.