Essential Service Know-How for Restaurant and Cafe Staff
In the fast-paced world of cafes and restaurants, it’s easy to overlook staff etiquette, personal presentation and service knowledge. From the initial greeting to the final ‘thank you’, small changes in staff behaviour can significantly improve customer satisfaction and loyalty.
It would be nice to think that everyone learned these from socialising with friends and family or from school – some do, and many don’t. Use these checklists to check your staff’s competence and need for coaching or guidance to meet the venue’s standards. Aim for a higher standard than you think may be strictly necessary…
Here’s how to refine your team’s approach and elevate service knowledge to the next level.
Service Know-How and Etiquette for Cafe and Quick-service Dining
Casual settings have their own service considerations: more relaxed but the details are still important. Let’s adapt the service knowledge and focus for these informal and fast-paced environments:
1. Greeting: Acknowledge customers promptly, even when busy. Use friendly, casual greetings appropriate to your cafe’s style.
2. Order-taking etiquette: Listen attentively to orders and repeat back for accuracy. Maintain eye contact and a friendly attitude.
3. Payment handling: Handle money and cards hygienically and count change back to customers. Handle payment declines discreetly and according to venue policy.
4. Food safety and hygiene: Wash hands frequently and visibly, use gloves or utensils when handling food and keep work areas clean and tidy.
5. Efficiency without rushing: Serve customers quickly but don’t make them feel hurried. Multitask without neglecting customer interaction. Remain calm and organised during rush hours and communicate about wait times.
6. Customer assistance: Offer menu recommendations when asked, and be knowledgeable about ingredients and potential allergens. Guide customers through self-service areas and kiosks or self-ordering if needed.
7. Maintaining the dining area: Regularly check and clean tables, even in self-clear venues, and make sure condiment stations and utensil areas are well-stocked and clean.
8. Handling special requests: Agree to reasonable customisations with a positive attitude and know when and how to politely decline impossible requests.
9. Problem-solving: Address complaints calmly and professionally and know when to involve a manager. Offer solutions (e.g., remakes, refunds) when appropriate – don’t just wait for the customer to ask.
10. Teamwork: Communicate clearly with kitchen staff and colleagues and help coworkers during downtime. Maintain a positive attitude when visible to customers.
11. Personal presentation: Follow the dress code, maintaining a clean and tidy appearance: minimal jewellery and neutral fragrances – visible tattoos and piercings per the venue’s policy.
12. Technology use: Use POS systems efficiently and avoid using personal devices in view of customers.
13. Environmental awareness: Encourage and assist with proper recycling and waste disposal, and be mindful of energy and water usage.
14. Closing and farewells: Thank customers in a friendly manner and invite them to return.
15. Respecting customer space: Clear tables only when customers have finished, and ask before removing any items from the table.
16. Dietary accommodation: Be knowledgeable about common dietary restrictions and handle special dietary requests carefully and without judgment.
Service Know-How and Etiquette Guide for Restaurant Staff
More formal settings have their own service considerations: they may be more precise but still need to be friendly. Staff presentation may be more groomed, uniforms crisper, and the pace less rushed – taking service knowledge to the next level.
1. Greeting and seating: Acknowledge guests promptly and warmly, escort them to their table and take coats if appropriate. Pull out chairs for guests when possible.
2. Table service: Serve from the left, clear from the right (or according to your venue’s style), and never reach across a guest. Maintain proper posture and avoid touching a guest’s face, hair or body.
3. Communication: Use appropriate titles (Sir, Ma’am, Mr., Ms.) unless instructed otherwise – avoid the use of ‘mate’ or ‘guys’ or other locally unacceptable terms. Avoid swearing and cuss words – it’s useful for the venue to list these in detail as they are common in daily conversation and the media. Speak clearly and at an appropriate volume, and use ‘please and ‘thank you’ consistently.
4. Attentiveness: Check on tables regularly without hovering (many venues have set times for check-back). Anticipate the need for refills, extra napkins, etc., and observe dining progress to time the courses.
5. Menu knowledge: Be prepared to answer questions about ingredients, preparation methods, and allergens, and make informed recommendations when asked.
6. Wine and beverage service: Open wine bottles at the table correctly, offer tastings when appropriate, and use proper pouring technique (not overfilling glasses). Top up glasses throughout the meal.
7. Handle accidents: Know how to clean up spills discreetly and know what to do if a glass is broken.
8. Handling complaints: Listen actively without interrupting, apologise sincerely and take action to resolve issues promptly. Know when to involve a manager.
9. Personal presentation: Maintain a clean, well-groomed appearance, with a clean, pressed uniform: minimal jewellery and neutral fragrances – visible tattoos and piercings according to the venue’s policy.
10. Respecting privacy: avoid eavesdropping or commenting on guests’ conversations. Be discreet when discussing guest matters with colleagues, and protect VIPs from the attention of other guests.
11. Timing: Present the account promptly when requested, and never rush guests. Time the clearing of plates appropriately.
12. Special occasions: Acknowledge and accommodate special events (birthdays, anniversaries) appropriately and according to age. If appropriate, be ready to sing ‘Happy Birthday’.
13. Cultural awareness: Be mindful of cultural differences in dining etiquette and adapt service style when necessary for international guests.
14. Technology etiquette: Use POS systems discreetly and quietly, and avoid using personal devices in view of guests. Handle declined payments discreetly and according to the venue’s guidelines.
15. Teamwork etiquette: assist colleagues when possible and communicate politely and professionally with kitchen and bar staff.
By mastering this service knowledge and etiquette points, your staff will create a more refined and pleasant dining experience for guests and enhance their overall satisfaction.
Improving the Personal Etiquette of Staff
Staff should appreciate and understand proper dining behaviour – this improves their ability to provide professional service and relate to guests. Old-fashioned? Not really – this gives staff confidence to handle a wide range of restaurant settings and move with ease. How many of these dining skills do they have?
1. Proper use of utensils: Know the correct placement and use of various forks, knives, and spoons. Understand European/Australian vs. American dining styles (different use of knife and fork).
2. Napkin use: Place the napkin on your lap shortly after being seated, know what to do with it if you temporarily leave the table, and place the napkin to the left of the plate when the meal is finished.
3. Posture and seating: Sit straight, elbows off the table while eating.
4. Pace of eating: Eat at a moderate pace, finishing with others at the table. Don’t start eating until everyone is served or the host begins.
5. Bread and butter etiquette: Break rolls into pieces before buttering, and butter bread on the plate, not in the air.
7. Handling difficult foods: Know how to eat spaghetti, artichokes, shellfish, soup etc. properly.
8. Wine etiquette: Choose an appropriate wine for the style of food, and hold wine glasses by the stem. Basic wine-tasting etiquette (observe, swirl, smell, taste). Know how to politely decline alcohol if not drinking.
9. Dealing with unwanted food: Using a fork, discreetly remove unwanted items and place them on the side of the plate.
10. Finishing a meal: Place knife and fork together on the plate at 6 o’clock.
11. Conversation skills: Engage in polite conversation and don’t speak with a mouthful. Know appropriate dinner conversation topics – what to discuss and avoid. Know what swearing is unacceptable in different situations – this can sometimes be difficult for people from a non-English-speaking background who hear swearing in the workplace and don’t know the boundaries of what’s acceptable or not in polite company.
12. Technology etiquette: Keep phones off the table and on silent, and take photos if requested. Avoid using devices during meals.
13. Formal dining knowledge: Understand the sequence of courses in a formal meal and how to navigate a complex table setting with multiple knives, forks, and spoons.
14. Handling accidents: Know how to handle spills discreetly and know what to do if a glass is broken.
15. Dietary restrictions: Politely communicate dietary needs and understand common dietary terms (vegan, halal, kosher, celiac, etc.).
16. Global awareness: Basic understanding of dining customs in other cultures and ability to use chopsticks correctly.
There’s a saying that ‘staff can’t deliver service at a level beyond what they’ve personally experienced’. By building confidence in personal dining etiquette and exposing them to examples, your staff will be better equipped to guide and serve guests with confidence and expertise. This knowledge allows them to anticipate guest needs, provide helpful suggestions, and handle any dining situation gracefully – it applies to cafes, casual dining, fine dining restaurants, and cocktail bars.
In the fast-paced world of cafes and restaurants, it’s easy to overlook staff etiquette, personal presentation and service knowledge. From the initial greeting to the final ‘thank you’, small changes in staff behaviour can significantly improve customer satisfaction and loyalty.
It would be nice to think that everyone learned these from socialising with friends and family or from school – some do, and many don’t. Use these checklists to check your staff’s competence and need for coaching or guidance to meet the venue’s standards. Aim for a higher standard than you think may be strictly necessary…
See also: How to Build Restaurant Service Skills With Role-Play Training
Here’s how to refine your team’s approach and elevate service knowledge to the next level.
Service Know-How and Etiquette for Cafe and Quick-service Dining
Casual settings have their own service considerations: more relaxed but the details are still important. Let’s adapt the service knowledge and focus for these informal and fast-paced environments:
1. Greeting: Acknowledge customers promptly, even when busy. Use friendly, casual greetings appropriate to your cafe’s style.
2. Order-taking etiquette: Listen attentively to orders and repeat back for accuracy. Maintain eye contact and a friendly attitude.
3. Payment handling: Handle money and cards hygienically and count change back to customers. Handle payment declines discreetly and according to venue policy.
4. Food safety and hygiene: Wash hands frequently and visibly, use gloves or utensils when handling food and keep work areas clean and tidy.
5. Efficiency without rushing: Serve customers quickly but don’t make them feel hurried. Multitask without neglecting customer interaction. Remain calm and organised during rush hours and communicate about wait times.
6. Customer assistance: Offer menu recommendations when asked, and be knowledgeable about ingredients and potential allergens. Guide customers through self-service areas and kiosks or self-ordering if needed.
7. Maintaining the dining area: Regularly check and clean tables, even in self-clear venues, and make sure condiment stations and utensil areas are well-stocked and clean.
8. Handling special requests: Agree to reasonable customisations with a positive attitude and know when and how to politely decline impossible requests.
9. Problem-solving: Address complaints calmly and professionally and know when to involve a manager. Offer solutions (e.g., remakes, refunds) when appropriate – don’t just wait for the customer to ask.
10. Teamwork: Communicate clearly with kitchen staff and colleagues and help coworkers during downtime. Maintain a positive attitude when visible to customers.
11. Personal presentation: Follow the dress code, maintaining a clean and tidy appearance: minimal jewellery and neutral fragrances – visible tattoos and piercings per the venue’s policy.
12. Technology use: Use POS systems efficiently and avoid using personal devices in view of customers.
13. Environmental awareness: Encourage and assist with proper recycling and waste disposal, and be mindful of energy and water usage.
14. Closing and farewells: Thank customers in a friendly manner and invite them to return.
15. Respecting customer space: Clear tables only when customers have finished, and ask before removing any items from the table.
16. Dietary accommodation: Be knowledgeable about common dietary restrictions and handle special dietary requests carefully and without judgment.
Service Know-How and Etiquette Guide for Restaurant Staff
More formal settings have their own service considerations: they may be more precise but still need to be friendly. Staff presentation may be more groomed, uniforms crisper, and the pace less rushed – taking service knowledge to the next level.
1. Greeting and seating: Acknowledge guests promptly and warmly, escort them to their table and take coats if appropriate. Pull out chairs for guests when possible.
2. Table service: Serve from the left, clear from the right (or according to your venue’s style), and never reach across a guest. Maintain proper posture and avoid touching a guest’s face, hair or body.
3. Communication: Use appropriate titles (Sir, Ma’am, Mr., Ms.) unless instructed otherwise – avoid the use of ‘mate’ or ‘guys’ or other locally unacceptable terms. Avoid swearing and cuss words – it’s useful for the venue to list these in detail as they are common in daily conversation and the media. Speak clearly and at an appropriate volume, and use ‘please and ‘thank you’ consistently.
4. Attentiveness: Check on tables regularly without hovering (many venues have set times for check-back). Anticipate the need for refills, extra napkins, etc., and observe dining progress to time the courses.
5. Menu knowledge: Be prepared to answer questions about ingredients, preparation methods, and allergens, and make informed recommendations when asked.
6. Wine and beverage service: Open wine bottles at the table correctly, offer tastings when appropriate, and use proper pouring technique (not overfilling glasses). Top up glasses throughout the meal.
7. Handle accidents: Know how to clean up spills discreetly and know what to do if a glass is broken.
8. Handling complaints: Listen actively without interrupting, apologise sincerely and take action to resolve issues promptly. Know when to involve a manager.
9. Personal presentation: Maintain a clean, well-groomed appearance, with a clean, pressed uniform: minimal jewellery and neutral fragrances – visible tattoos and piercings according to the venue’s policy.
10. Respecting privacy: avoid eavesdropping or commenting on guests’ conversations. Be discreet when discussing guest matters with colleagues, and protect VIPs from the attention of other guests.
11. Timing: Present the account promptly when requested, and never rush guests. Time the clearing of plates appropriately.
12. Special occasions: Acknowledge and accommodate special events (birthdays, anniversaries) appropriately and according to age. If appropriate, be ready to sing ‘Happy Birthday’.
13. Cultural awareness: Be mindful of cultural differences in dining etiquette and adapt service style when necessary for international guests.
14. Technology etiquette: Use POS systems discreetly and quietly, and avoid using personal devices in view of guests. Handle declined payments discreetly and according to the venue’s guidelines.
15. Teamwork etiquette: assist colleagues when possible and communicate politely and professionally with kitchen and bar staff.
By mastering this service knowledge and etiquette points, your staff will create a more refined and pleasant dining experience for guests and enhance their overall satisfaction.
Improving the Personal Etiquette of Staff
Staff should appreciate and understand proper dining behaviour – this improves their ability to provide professional service and relate to guests. Old-fashioned? Not really – this gives staff confidence to handle a wide range of restaurant settings and move with ease. How many of these dining skills do they have?
1. Proper use of utensils: Know the correct placement and use of various forks, knives, and spoons. Understand European/Australian vs. American dining styles (different use of knife and fork).
2. Napkin use: Place the napkin on your lap shortly after being seated, know what to do with it if you temporarily leave the table, and place the napkin to the left of the plate when the meal is finished.
3. Posture and seating: Sit straight, elbows off the table while eating.
4. Pace of eating: Eat at a moderate pace, finishing with others at the table. Don’t start eating until everyone is served or the host begins.
5. Bread and butter etiquette: Break rolls into pieces before buttering, and butter bread on the plate, not in the air.
7. Handling difficult foods: Know how to eat spaghetti, artichokes, shellfish, soup etc. properly.
8. Wine etiquette: Choose an appropriate wine for the style of food, and hold wine glasses by the stem. Basic wine-tasting etiquette (observe, swirl, smell, taste). Know how to politely decline alcohol if not drinking.
9. Dealing with unwanted food: Using a fork, discreetly remove unwanted items and place them on the side of the plate.
10. Finishing a meal: Place knife and fork together on the plate at 6 o’clock.
11. Conversation skills: Engage in polite conversation and don’t speak with a mouthful. Know appropriate dinner conversation topics – what to discuss and avoid. Know what swearing is unacceptable in different situations – this can sometimes be difficult for people from a non-English-speaking background who hear swearing in the workplace and don’t know the boundaries of what’s acceptable or not in polite company.
12. Technology etiquette: Keep phones off the table and on silent, and take photos if requested. Avoid using devices during meals.
13. Formal dining knowledge: Understand the sequence of courses in a formal meal and how to navigate a complex table setting with multiple knives, forks, and spoons.
14. Handling accidents: Know how to handle spills discreetly and know what to do if a glass is broken.
15. Dietary restrictions: Politely communicate dietary needs and understand common dietary terms (vegan, halal, kosher, celiac, etc.).
16. Global awareness: Basic understanding of dining customs in other cultures and ability to use chopsticks correctly.
There’s a saying that ‘staff can’t deliver service at a level beyond what they’ve personally experienced’. By building confidence in personal dining etiquette and exposing them to examples, your staff will be better equipped to guide and serve guests with confidence and expertise. This knowledge allows them to anticipate guest needs, provide helpful suggestions, and handle any dining situation gracefully – it applies to cafes, casual dining, fine dining restaurants, and cocktail bars.
Check the other useful blog posts on the Foodie Coaches website…
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