Food & Beverage - Rudeness, Manners & Etiquette: what should staff know? - By Ken Burgin

How good are staff with these finer points?

Conversation on the phone: how formal or casual should they be? How is advice given on directions and location? Do staff know how to make light of problem situations like parking or if you're booked out? How confidently do they describe food, wine lists and prices?

Greeting and seating: what's the standard on eye contact, timing and words of welcome? Hopefully they don't say 'hi guys' to a bunch of business women arriving for lunch. We want staff to be themselves, but not 'too natural' - blunders are usually because of ignorance, not disrespect.

How to greet males and females: sir, mate, buddy or...? Miss, ma'am, madame or...? A warm 'hello' is just as friendly as 'hello sir' and avoids the risk of saying the wrong thing.

How to speak to someone without being patronising: they may be older or younger, speak a different language or dress strangely. Any groups come to mind?

How to shift a conversation: sexist or suggestive comments about customers or staff; political or racist opinions you don't agree with. Our job is to gently but firmly change the subject (and keep our standards) without embarrassing the customer.

Touching customers: from handshakes to kisses, hugs or a friendly squeeze - what's acceptable? You make the rules, ensuring they're evenly applied (and there's more anxiety with H1N1 flu around).

How to handle a complaint without taking it personally. It's surprising how many staff are defensive and resentful when issues are raised - it may reflect their own lack of confidence.

Respect for the boss: do staff offer you and your guests a coffee if you're having a meeting, and shield you from interruptions? Do they anticipate your needs?

Personal grooming: what are the rules on shaving and 'growth', display of tattoos, facial piercing and crazy hair colour? If you're not as tough as a 5 star hotel, where do you draw the line? What about clothes to and from work - how casual is too casual?

Using mobile phones in view of customers: the rule used to be 'turn it off when you're on duty'. Can you still be as tough? Is it OK to just text or receive messages?

Accessing Facebook, Myspace or Twitter at work: A recent survey said 57% of US businesses had banned use of these sites at work. Nice try, but they can all be reached by mobile phone. Now that they're also used as marketing tools, how do you make a distinction?

Some etiquette sayings that may be useful to discuss:
'Never compete with the guest' - our job is to be less glamorous, fashionable, opinionated or talkative.
'Wait for the invitation' - be alert for signals that a customer needs attention, working with 'eyes wide open'.
'Treat a table formally until you're given the right to be informal'. How would this apply?

Expectations of Managers:

Writing and Emailing to customers: I receive daily email disasters from bars and restaurants, making them look thoughtless and uneducated, but I know they're not! Good email needs a Subject Line, capital letters and full stops, short sentences plus a standard signature with a web link. Business letters requesting information, making a complaint or communicating about an issue should follow a proper format, and envelopes have the address in the middle (!). There are 100's of examples in the Download Library just add a date and they're ready to use.

Conversation beyond table or bar chat: Representing the business at industry events - are you game to turn your managers loose? What's appropriate to share at training sessions, trade fairs or award nights, and what's confidential?

Managers on Facebook, MySpace and Twitter: Who should they 'friend'? Are their different expectations of what they can share online? Is it OK for the boss to 'friend' a staff member? Will she be offended if they don't accept?

Saying 'thank you' after an event: who sends the card or email, and what does it say? Most times this is forgotten completely, but a response is always appreciated.

One of the nicest things a customer can say is 'you have great staff'. Chances are it's from the 'finer points' they've experienced with service, manners and correct etiquette. Here's to many compliments coming your way!


Profitable Hospitality offers management and cost-control systems (Manuals & CD-ROMs) for restaurants, cafes, hotels, bars and clubs. The systems are based on the extensive consulting and operating experience of CEO Ken Burgin, and enable busy owners and managers to set up complete operating and cost-control systems in minutes, not months. Profitable Hospitality also runs regular management training workshops in the areas of kitchen profit & efficiency, restaurant marketing and functions management. A free monthly e-newsletter keeps you up to date on the latest industry management issues. www.profitablehospitality.com.

Logos, product and company names mentioned are the property of their respective owners.

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