All about KOT ( Kitchen order ticket )

KITCHEN ORDER TICKET (KOT)/BAR ORDER TICKET (B.O.T)


KOT is a written document which is given to the kitchen in exchange of any dish or any item picked up from the kitchen.

BOT is a written document similar to the KOT which is given to the bar in exchange of any beverages from the bar.

Importance of K.O.T/B.O.T:
1. Establishes appropriate co-ordination between the kitchen & service personnel.
2. Helps to avoid chaos or confusion at the food pick up counter.
3. It establishes accountability.
4. Facilitates proper control system.
5. Helps to raise a bill for settlement
6. A post analyses will give an exact idea about the high selling and non-selling dishes on a menu card.

Format of a KOT

<Restaurant Name>
Kitchen Order Ticket
No. ……………
Date:		Time of Order:
Server Name:		Table No. :
		No. of Covers:
Quantity	Description	Cover No.	Remarks
Signature of Order Taker

A KOT generally has all these things on it:
Item Why write it down?

A KOT generally has all these things on it:
Item	Why write it down?
1. The time the order is taken	We know how long customers have been waiting for food.
2. Who takes the order	If the kitchen needs to ask a question about the KOT they know who took the order.
3. The table number	We know who ordered the food and who to give each item to.
4. The number of customers at the table	We can compare this to the number of dishes ordered so we can see if there are more people than dishes. We may have missed something.
5. The KOT number	This is a control number. Later we can see  how many tables we did in a service period or refer to a particular KOT.
6. The number of each dish ordered	Helps the kitchen organize its preparation and check meals going out.
7. The description of the dish ordered	Venues have a short way to write each dish so it is quick to write down and easy to read in the kitchen.
8. Any special requests	These must be clearly written so the kitchen knows exactly what the request is.
9. The position number of the customer who ordered a dish	On the right hand side of the KOT. Used by the food and beverage attendant to give each dish to the person who ordered it?

Types of K.O.T

1. SUIVANT KOT or EN SUIT KOT
This KOT also is made on the same KOT slip/ KOT pad however on top of the KOT one needs to mention the word “SUIVANT KOT” or “EN SUIT KOT” which means the “following” depicting that one KOT has already been issued for the same table number & the same guests.
This KOT is made when an order is too long to accommodate on one KOT slip and another KOT has to be made. Also when the sweet or coffee is ordered after the main course and a 2nd KOT has to be raised for the same table.

2. SUPPLIMENT KOT
In case when the accompaniment served with the main course or a side dish is not sufficient, and another portion is ordered by the guest for which the guest will not be charged, here a SUPPLIMENT KOT is raised. This KOT also is made on the same KOT slip/ KOT pad however on top of the KOT one needs to mention the word “SUPPLIMENT KOT”. It has to be counter signed by the manager in-charge and the Reference KOT (previous KOT) number has to be mentioned.

3. RETOUR (return) or EN PLACE KOT
In situations when a wrong dish has been already ordered and has to be returned from the table to the kitchen for replacement, this KOT is raised. Also this KOT is raised when a certain dish is returned by the guest because it is spoilt or it’s not up to the mark and the guest has ordered for a new dish or rectification of the same. This KOT also is made on the same KOT slip/ KOT pad however the names of two dishes and in between the word “RETOUR (return) or EN PLACE KOT” is mentioned. 1st the name of the new dish is mentioned and then the name of the dish returned. In case of service being carried out from an a la carte menu the prices have to be mentioned, normally the dish which is priced lesser is charged. It has to be counter signed by the manager in-charge and the Reference KOT (previous KOT) number has to be mentioned.

4. NCKOT ( Non chargeable kitchen order ticket) or HOUSE SLIP
In preparation of many dishes the kitchen makes use of alcoholic beverages like wine, rum, brandy etc. In situations when such dishes are ordered by the guest, the steward has to bring the required amount of alcohol from the bar where this KOT is raised for the BAR other than the normal KOT which is raised for the order given by the guest. This KOT also is made on the same KOT slip/ KOT pad however on top of the KOT one needs to mention the word “NO CHARGE KOT or HOUSE SLIP”. It has to be counter signed by the manager in-charge and the Reference KOT (previous KOT) number has to be mentioned.

5. COMPLIMENTARY KOT
This KOT is raised when a complimentary portion of food is to be served either to an upset guest to maintain the goodwill or for business promotion. This KOT also is made on the same KOT slip/ KOT pad however on top of the KOT one needs to mention the word “COMPLIMENTARY KOT”. It has to be counter signed by the manager in-charge and the reason has to be mentioned.

6. ADMINISTRATIVE & GENERAL KOT
This KOT is raised for the top executives of the hotel or the managers who are authorized or given allowance to dine in the restaurant or order from the restaurant. This KOT also is made on the same KOT slip/ KOT pad however across KOT one needs to mention the word “ADMINISTRATIVE & GENERAL KOT” for identification. It has to be counter signed by the manager in-charge and also by the recipient of the order.Sometime NCKOT can be used instead of General KOT

7. ACCIDENT KOT
In situations where there is an accident and the dish gets spoilt or partially damaged this KOT is raised for the same dish (freshly prepared) for the kitchen. This KOT also is made on the same KOT slip/ KOT pad however on top of the KOT one needs to mention the word “ACCIDENT KOT”. It has to be counter signed by the manager in-charge and the reason has to be mentioned. The analysis will be done and the concerned person will be penalized

8. DUPLICATE KOT
If all the copies of the KOT get misplaced, a duplicate KOT has to be raised with the same information or order. This KOT also is made on the same KOT slip/ KOT pad however on top of the KOT one needs to mention the word “DUPLICATE KOT”. It has to be counter signed by the manager in-charge and the reference KOT number has to be written.

KOT checking system / Control system

Triplicate KOT system

In a good class establishment there such a system followed for better coordination and control especially in large establishments.

The order from the guest is taken on a KOT pad which is in triplicate copies. The distribution is as follows:
- top copy/ original copy : Kitchen
- middle copy/1st copy : Cashier
- last copy/ 2nd copy/ : Steward
Book copy/ reference copy
After the order is taken by the captain, the top three copies are torn and given to the steward. The steward retains his book copy for reference which he punches it in an appropriate place on the side board and presents the other two copies to the cashier.

The cashier matches the contents of both the copies and then puts a received stamp on top copy/original copy of KOT which he hands over to the steward for the kitchen and retains the middle copy/1st copy with himself which he puts in wooden cabinet which has a slot/ pigeon hole of that specific table number specially designed for the cashier’s cabin.

The steward then hands over the top copy / original stamped copy to the kitchen/ chef. The order is placed and dispensed when food is ready. Till this time the top copy / original stamped copy remains with the chef at the food dispensing counter and after the food is dispensed the KOT is torn half way through, rolled and put into a wooden box which is under a lock and key arrangement. The key here is with the F&B controls. Hence once the KOT is put in the box it cannot be retrieved.

The last copy/ 2nd copy/ Book copy/ reference copy remains in the book itself which is counter checked when food is collected at the food pick up counter from the kitchen.

Once the guest is done with his meal he will ask the steward for the bill. The steward then approaches the cashier who will then retrieve the middle copy/1st copy kot from the wooden cabinet and prepares the bill in duplicate.
The distribution is as follows
- guest copy
- accounts copy
The guest copy is given to the steward for presentation and collection of payment. The accounts copy is then attached to the middle copy/1st copy/cashiers copy of kot and kept back in the wooden cabinet slot for the respective table until the steward returns with the payment.

Mise-en-scene & Mise-en-place

mise-en-scene refers to preparing the environment before service in order to make it aesthetically pleasant, accident free and functional. So, this encompasses making sure all light bulbs work, to the layout of the table, and the style of décor.
1.    Opening the window pane for first few minutes & then closing it for the fresh air to enter the dining area
2.     Setting up the ideal temp for the A.C.
3.    Checking for the proper functioning of the fixtures, furniture’s, equipments etc.
4.    Checking for the carpet
5.    Changing old worn out Menu & tent card.
6.    Changing the buds from the bud vase.

mise-en-place refers to putting everything in their respective places for smooth running of the operation.
1.    Laying out the tables for the meal
2.    Stacking side boards with necessary cutlery & crockery
3.    Filling up of jugs
4.    Filling up condiments
5.    Refilling cruet set
6. Making Napkin folds & stacking them is side boards

Basic Etiquette for Restaurant Staff

Basic Etiquette for Restaurant Staff

The hotel and restaurant business required staff to show showmanship, diplomacy
and sociability. All front line personnel are required to have ability to Communicate effectively coupled with certain manners and the etiquette associated
with genteelness. The etiquette that a waiter exhibits in a restaurant should comprise 

1.            Attend to guests as soon as they enter the restaurant.

2.             Assist guests to remove warm, heavy coast in winter and help put   them when they leave.

3.            Wish guests the time of the day and welcome them to the restaurant.

4.             Preferably address them by their name, which requires remembering them.

5.            Be polite to guests.

6.             Help to seat ladies.

7.             Provide extra cushions or special chairs for children.

8.          When speaking to guests, do not interrupt him if he is speaking to another guest.   

9.             Do not overhear conversation 

10.          Avoid mannerisms such as touching hair or nose picking,   etc

11.         Stand erect at all times. A gentle bow at the time of service is permissible.

12.         Remember a guest's special dish and remind hem that you know it ascertain whether he would like to order it again.

13.          be attentive to guest calls 

14.         Talk softly

15.         Strike a match to enable a guest to light his cigarette

16.         Avoid arguing with service staff and guest in the restaurant.

17.          Carry pencils in the pockets and not behind ears or clipped in front of the Jacket

18.       Avoid chewing gum or beetle nut.

19.  Present the bill/ check to the host discreetly in order to avoid embarrassing him.

20.          Avoid soliciting for tips.

21.         Remove tips after the guest has left.

22.          Enter and leave the restaurant through the service door only.

                                                      MENU 

Menu is a french term which stands for bill of fare.

It is said that in the year 1541 Duke Henry of Brunswick was seen to refer to a long slip of paper. On being asked what he was looking at he said it was a form of programme of the dishes, and by reference to it he could see what was coming and reserve his appetite accordingly. Thus we may presume that the menu developed from some such an event.
The bill of fare was very large and was placed at the end of the table for everyone to read. As time progressed the menu became smaller and increased in quantity allowing a number of copies per table. Depending on the establishment and the occasion the menu may be plain or artistic in its presentation. 

FRENCH CLASSICAL MENU

  

The number of courses on a menu, and dishes within each course, depends on the size and class of the establishment. In an establishment where full food preparation and service brigades are in full operation a full menu may be offered.  French classical menu used to comprises of seventeen courses arranged in a particular sequence or pattern , but now a days 13 course or 11 course is getting popularity. In professional menu planning for lunch or dinner dishes are selected from the thirteen courses and arranged in the same sequence

1.Hors d'oeuvres:

a. Classical horsd’oeuvres.

b. Horsd’oeuvres/ Horsd’oeuvre varies.

 Classical horsd’oeuvres-- These are very expensive and each has a unique standard of service. When served they are not served accompanied with any other starter. Hence they are also referred to as single horsd’oeuvres. Since they are served as substitute to the inexpensive horsd’oeuvres they are also referred to as horsd’oeuvre substitute..Each classical starter or horsd’oeuvre has it’s unique standard of service. Unique standard of service mean

 a) Each has it’s own unique set of cutlery to eat.

 b) Each has it’ own set of accompaniments.

c) Each of them is served in a style typical to only itself.

Few classical horsd'oeuvres.

a. Caviar./ “caviare”:Its roe(egg) of sturgeon fish

b. Smoked salmon/ “Saumon fume”.

c. Smoked trouts /“Truit fume”.

d. Smoked Eel. In French it is referred to 

e.Pate maison : Goose or chicken liver, cooked , sieved  and well seasoned.

f.Melon Frappe : Chilled Melon

2 - Potage / Soup

Soup also act as an appetizer for the further courses to come. Soups like clear soup(consommé) and the other a thick soup (crème, veloute, puree) are served during this course. Although it must be noted that the clear soup is always placed first on the menu. It includes all hot & cold soup.

Examples of Potage : 

Consommé julienne : - clear soup garnished with strips of root vegetables

Consommé celestine : - clear soup garnished with strips of savoury pancakes.

Bisque d homard :-  thick lobster- flavored soup 

Green Bean Soup : - cream of Green Beans

Soup a l oignon : - clear onion soup

Mulligatawny :- Indian National Soup

3 - Oeuf / Egg

Oeufs are the dishes made from egg. There are many styles of cooking and preparation of eggs such as boiled, en cocotte, poached or scrambled. This course is not included in the dinner menu. 

Examples of egg dishes are:

Omelette espagnole – Flat omelette with onions, peppers and tomatoes

Omelette aux tomates : - tomato omelette

Omlette aux champignons : - mushroom omelette

Oeuf poche florentine : - poached egg on a bed of spinach coated with cheese sauce & gratinated 

Oeuf brouille au lard : - scrambled egg with bacon. 

4 - Farinaceous / Farineaux / Pasta or Rice

This is Italy's contribution to the courses of the menu. It includes different kinds of rice and pasta preparations. Pasta dishes are spaghetti, lasagne and gnocchi. There are more than 200 varieties of pasta. The ingredients, size, shape and colour determine the type of pasta. 

Examples of farinaceous dishes are: 

Spaghetti napolitine – spaghetti in a tomato- and garlic- flavoured sauce.

Ravioli : - noodle type pasta filled with a variety of stuffing, such as chicken, beef, and spinach

Cannelloni : - rolls of ravioli paste filled with stuffing as for ravioli.

Gnocchi romaine – semolina based.

Spaghetti bolognaise – spaghetti blended with minced lean beef with rich brown sauce.

This is Italy's contribution to the

4 - Farinaceous / Farineaux / Pasta or Rice

 courses of the menu. It includes different kinds of rice and pasta. Pasta dishes are spaghetti, lasagne and gnocchi. There are more than 200 varieties of pasta. The ingredients, size, shape and colour determine the type of pasta. 

Examples of farinaceous dishes are: 

Spaghetti napolitine – spaghetti in a tomato- and garlic- flavoured sauce.

Ravioli : - noodle type pasta filled with a variety of stuffing, such as chicken, beef, and spinach

Cannelloni : - rolls of ravioli paste filled with stuffing as for ravioli.

Gnocchi romaine – semolina based.

Spaghetti bolognaise – spaghetti blended with minced lean beef with rich brown sauce.

5 - Poisson / Fish

Poisson are the dishes made from fish. Fish, being soft-fibred,prepares the palate for the heavier meats that follow. Ideal fish for dinner menu compilation are: Sole, Salmon, Halibut, Escallops, etc. Rarely seen on a menu for the evening meal are: Cod, Bass, Haddock, Brill, Hake, and Plaice. 

Examples of fish dishes are:

Sole meuniere : - Sole shallow fried in butter.

Sole colbert : - Sole, flour, egg and bread crumbed and deep fried. (fillets). 

Darne de saumon grillee, sauce bearnaise – salmon cutlet grilled with an egg- and butter based sauce flavoured with tarragon.

Homard Newburg : - Lobster served with thickened sauce of fish stock and cream flavoured with brandy and finished with butter.

6 - Entrée / Entree

Entrées means to enter in english its the first meat course.Entrées are generally small, well garnished dishes which come from the kitchen ready for service. They are always accompanied by very rich gravy or sauce when releve follow entrée then potatoes and vegetables are not served with the latter; if, however a releve does not follow the entrée they would be served with the dish.

Examples of this type of dish are : 

Poulet saute chasseur : - saute chicken in a rich brown sauce flavoured with tomatoes and mushroom.

Chateaubriand : - double fillet steak grilled. 

Steak Daine : - minute steak shallow fried and flavoured with onions and mushrooms finished with red wine or cream.

7 - Sorbet / Sorbet

Because of the length of the French classical menu, this course is considered to be the rest between courses . It counteracts the previous dishes, and rejuvenates the appetite for those that are to follow. It is water and crushed ice slush flavoured as a rule with champagne and served in a glass.  Russian Cigars are also a part of this course.

Examples of sorbet :

Lemon Sorbet

Champagne Sorbet

Calvados Sorbet

Peach Sorbet

Raspberry Sorbet

8 - Releve  / Joints 

This is the main meat course on the menu, Releves are normally larger than entrees and take the form of butcher’s joints which have to be carved. These joints are normally roasted. A sauce or a roast gravy with potatoes and green vegetables are always served with this course.

The Dish may contain any of the following:

Lamb (Agneau) Chicken (Poulet)

Beef (Boeuf) Duckling (Caneton)

Veal (Veau) Fowl (Poulard)

Ham (Jambon) Tongue (Langue)

Pork (Porc)

Some Examples of Releve:

Contrefilet de boeuf roti a l anglaise : - boned and roasted sirloin of beef.

Carre d agneau roti : - roast best end of lamb

Cuissot de porc roti puree de pommes : - roast legg of pork with apple sauce.

Gigot d agneau roti sauce menthe : - roast leg of lamb with mint sauce 

9 - Rôti / Roast

At this stage the balance of the courses is gradually returning from heavy to light. Roast always contain roast of game or poultry: - chicken, turkey, duck, pheasant, quail. Each dish is accompanied by its own particular sauce and gravy, with a green salad served separately  on a cresent shaped dish.

Example of Rôti are :

Roast chicken

Braised duck

Roast quail

10 - Legumes / Vegetables

We now have a vegetable dish served only with its accompanying sauce.  These are vegetable dishes that can be served separately as an individual course or may be included along - with the entrée, relevé or roast courses. 

Examples of Legumes:

Pommes au four: - baked jacket potato

Champignons grilles : - grilled mushrooms

Choufleur mornay: - cauliflower with a cheese sauce.

Haricots verts au beurre: - French beans tossed in butter

11 - Salades / Salad

Various types of salads which are served during this course.

Examples of salades are:

Salade francaise : - lettuce, tomato, egg, & vinaigrette dressings.

Salade vert: - Lettuce, watercress, cucumber and green pepper.

12 - Buffet Froid / Cold Buffet 

In this course Chilled meat(small) pieces are served. 

Examples of cold buffet items are: 

Poulet roti : - Roast chicken

Ham in Parsley Aspic (Jambon Persillé)

Caneton Roti: - Roast Duck

Mayonnaise d hommard: - lobster mayonnaise

13 - Entremets / Sweets

Entremets on a menu refers to sweets. This could include hot or cold sweets, gateaux, soufflés or ice-cream. 

Examples of Entrements:

Crepe suzette : - pancakes in a rich fresh orange juice and  flamed with brandy.

Ananas Flambes au kirsch: - Pineapple flamed with cherry flavoured liquor.

Peche Melba: - Vanilla Ice cream topped with a peach coated with a raspberry jam sauce and decorated with cream.

Bombes : - various Ice cream sweets.

14 - Savoureux / Savory 

A dish of pungent taste, such as anchovies on toast orpickled fruit. They are seved hot on toast or as savoury soufflé.Welsh rarebit, Scotch woodcock, Canape diane are some of the examples. 

Welsh rarebit: - Cheese sauce Flavoured with ale on toast gratinated.

Canape Daine :- Chicken livers rolled in bacon and grilled, placed on a warm toast.

Champignons sur croute: - mushrooms on toast.

15 - Fromage / Cheese

Fromage is an alternative to the outdated savoury course, and may be served before or after the sweet course. It is usually served with butter, crackers and occasionally celery.Gouda, Camembert and Cheddar are some examples of cheese.All type of cheese may be offered together with appropriate accompaniments, the ideal cheese board will combine hard, semi-hard, soft or cream, blue and fresh cheese.

Cheese	Type	County
Cheddar	Hard	England
Edam	Hard	Holland
Brie	Soft	France
Demi-Sel	Soft	France
Ricotta	Fresh	Italy

16 - Dessert / Cut Fruits & Nuts

Dessert is a course that typically comes at the end of a meal. All forms of fresh fruit and nuts may be served in this course. Common desserts include cakes, cookies, fruits, pastries and candies.

All forms of Fresh Fruits Platter

All forms of Dry Fruits  nuts may be served accompanied by castor sugar and salt

17 - Boissons / Beverage

All types of hot or cold beverage,Tea,Coffee etc. are served. Always remember that while compiling menus beverages are not counted as a course.

Examples are:

Coffee: Cafetiere, Iced, Filter, Speciality, Decaffeinated.

Tea: Indian, Ceylon, Earl Grey, Darjeeling, Orange Pekoe, Tisane

DUTIES AND RESPONSIBILITIES OF FOOD AND BEVERAGE SERVICE staff

RESTAURANT MANAGER:

POSITION: MANAGER

REPORTS TO:  1. GENERAL MANAGER

                             2. FOOD & BEVERAGE MANAGER

JOB SUMMARY: To attain the required profit margin for the assigned outlet and to look after the smooth running of outlet operations while maintaining the reputation.

1. Budgeting for a financial year.
2. Leading the restaurant service team, motivating them & getting best out of them.
3. Check mis-en-scene and mis-en-place done by the team.
4. Control expenses of the restaurant.
5. Develop innovative ways to create sales of the restaurant by up-selling menu items,suggestive selling, food promotion merchandising etc.
6. Meet and greet guests and develop a personal repo to ensure continued patronage.
7. Schedule staff rotations and duties and organise extra hands when required.
8. Ensure the safety and hygiene of the restaurant.
9. Maintain discipline and conduct staff appraisals
10. Coordinate with the chef for menu offers and operational coordination.
11. Coordinate with other departments for the smooth supply of operational supplies.
12. Responsible for proper billing and cash recovery for services rendered.
13. Resolve guest and staff complaints and grievances
14. Represent the restaurant in Food and Beverage meetings.
15. Conduct periodic competition analysis

restaurant Hierarchy/ staff TERMINOLOGY
American	English	French
Restaurant Manager	Restaurant Manager	Gérant de restaurant
Senior Captain	Restaurant Supervisor	Maître d'hôtel
Captain	Head Waiter	Chef de Rang
Steward	Waiter	Commis de Rang
Busboy	Assistant Waiter	Commis de Barasseur 1
Carver	Carver	Trancheur
Wine Waiter	Wine Butler	Sommelier

ATTRIBUTES REQUIRED IN FOOD AND BEVERAGE PERSONNEL

Attributes are the qualities required , when we talk in terms of Food & Beverage service personnel these are the qualities required by a service staff.

1. Professional & Hygienic appearance: As food and beverage staff are front line staff interacting with guest so they are the brand builder. following points should be kept in mind.

.Shower on daily basis.

.Use Deodorants

. Use light aftershave and perfumes.

.Sufficient rest and exercise to keep one healthy to cope up with the pressure and stress of work.

. Hands should be clean with trimmed nails.

Clean and well ironed clothes.

.Females should always tie her hairs either in Bun or tied back with no flicks.

.No nail varnish.

.Females should wear light make up.

Minimum jewelry try not to make it more then 3.

.Shoes must be clean and comfortable for long working hours conditions.

Teeth should be brushed twice.

.Males should be clean shaven & if moustache it should be neatly trimmed.

. Cuts and burns should be covered with the correct dressings.

. Avoid "mannerism" such as running your fingers through your hair, chewing gum etc.

2.KNOWLEDGE OF FOOD AND DRINK

As the food and beverage service personnel acts as a salesman they should have complete knowledge about Menu and wine list , their accompaniments their covers etc. 

3.PUNCTUALITY

Belatedness shows lack of interest in work.

4.LOCAL KNOWLEDGE

Service staff should have certain knowledge of the local area so that they are able to advice guest in regards to local sightseeing,entertainment avenues their opening closing time, mode of transport available etc

5.SMILING FACE
The ability to smile at the right time pays dividends. With these attributes the staff will help the management by becoming good sales people.

6.ATTITUDE TOWARDS CUSTOMER
A positive approach towards customer, anticipating customers need is of utmost importance in hospitality Industry.

7.SHARP MEMORY
To give personalized service to customer we need to remember their names , likes and dislikes.

8.HONESTY 
Honesty towards customer as well as towards Management is very important.Trust acts as an inspirational factor for the customer & for the good team spirit of staff.

9.LOYALTY
Loyalty towards the Management showing respect.

10.Customer satisfaction
The food and beverage service staff must see that the guests have all they require and are completely satisfied. It is of great importance to anticipate a customer’s needs. If he/she is comfortable in the surroundings then this is because of the warm and friendly atmosphere in the food service area, and the team spirit amongst the waiting staff

11.Complaints
The staff should have a pleasant manner, showing courtesy and tact, an even temper and good humour, and never displeasure even though at times things may be difficult. They should never argue with a customer and, if they cannot deal with the situation, it should be referred immediately to a senior member of the team who, because of his/her greater experience, will be able to calm the guest and put right any fault. Remember loss of time in dealing with complaints only makes the situation worse.

12.Sales ability
As has already been mentioned, the staff work in the front of the house – the food service area – and they, to a large extent, reflect the image of the establishment. They are salespeople and must therefore have a complete knowledge of all forms of food and drink and their correct service.

13.Sense of urgency
So that the establishment has the maximum amount of business over the service period with as high a net profit as possible, the staff must develop a sense of urgency.

14.Conduct
The staff’s conduct should be impeccable at all times, especially in front of customers. The rules and regulations of an establishment must be followed, and respect shown to all senior members of staff.

15.Personality
The staff must be tactful, courteous, good humored and of an even temper. They must converse with the customer in a pleasing and well spoken manner and the ability to smile at the right time pays dividends. With these attributes the staff will help the management by becoming good sales people.