Duties, Attributes and Tools of a Steward

A steward is a food and beverage service employee who does everything possible, within reason, to make each guest's dining experience exactly how he/she wants is to be, and who exceeds guest expectations whenever possible.

In this content you will learn the following:

• Duties and Responsibilities of a Steward/Waiter.
• Competencies of a steward
• Tools of a Steward

Duties & Responsibilities of Steward

• Reporting to senior/captain to receive instructions for the shift and for any menu changes.
• Attending briefings conducted by the manager/senior captain.
• Setting the assigned tables and ensuring that the service area too is well stocked with linen, chinaware, glassware, etc. He sets up any special displays that may be used for the meal period.
• Greeting guests and assisting the host/hostess in seating guests.
• Filling water glasses, serving, beverages, answering questions about about menu items and making suggestions about dishes and drinks if the customer requests or desires.
• Taking orders on an order pad, giving over the order with specifications to the chefs with considerations to the timing of the preceding courses. A steward picks up all food and other required items from various stations.
• Serving food the serving dishes into the guest's plate.
• Replenishing water, beverages and other food items as and when required.
• Observing the guests in order to anticipate any additional request and to notice when the meal has been completed.
• After all the guests have finished each course and before the next one is served, the waiter/waitress should remove all soiled dishes.
• When guests have finished the meal, the table is cleared, reset and readied for the next customer.
• Performing any other tasks as directed by the captain.

Competencies of a Steward

Grooming and personal Hygiene

• How you appear and the first impression you create is more often than not seen as a reflection of the hygiene standards of your establishment and the quality of service to come.

Good Memory

• Sound memory is an asset for any food and beverage service staff. It helps in providing excellent customer service.

Knowledge of food and beverage and technical ability

• Knowledge of all the items on the menu and drink lists for making suggestions.
• Knowledge and technical ability of how to serve each dish on the menu, its accompaniments, the correct cover, make-up of the dish and garnish.
• Knowledge of various wines and drinks and its service in the correct glasses and at the right temperature.

Punctuality

• To be punctual is all-important. If the staff is continually late it shows a lack of interest in their work and a lack of respect for the management and customers.

Local knowledge

• The staff must be knowledgeable of the area in which they work so they may be able to advise and guide guests correctly.

Personality

• The staff must be tactful, courteous, good humored and of even temper. The ability to converse with guests in a pleasing manner by smiling at the right places, adds greatly to the customers' dining experience.

Conduct

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

Attitude

• The staff must exhibit a joy in serving people.
• Pride in one's work brings excellence.
• Initiative is valued competency nowadays.

Honesty

• Trust and respect in the triangle of staff, customer and management relationship fosters an atmosphere of work which encourages efficiency and good team spirit.

Loyalty

• The staff's obligations and loyalty are firstly to the establishment to which they are employed and its management.

Sales Ability

• The staff must have complete knowledge of all forms of food and drink and their correct service, to be able to contribute to personal selling and merchandising.

Sense of urgency

• In order for the establishment to generate the maximum amount of business over the service period, with as high a net profit as possible, staff must develop a sense of urgency.

Handling complaints

• Staff must show courtesy, tact, an even temper and good humour when handling complaints.

Customer satisfaction

• The food and beverage staff must anticipate guest needs and ensure that the guest is completely satisfied.

Contribution to the team

• Teams have become the cornerstones of food service operations. Poor team performance damage the establishment's reputation. An effective team, harnesses complimentary skills of other members and have trust in their competency.

Tools of a Steward

As as Steward, you should always carry the following tools with you. These tools are also referred as waiter's friend.

1: Waiter's Cloth

• A very handy tool, a waiter's cloth is carried over the left wrist.
• It is used for holding hot plates and dishes, crumbing, wiping spills, serving wine, and is wrapped around water jugs, etc.
• It must be spotless and should never be used for personal purposes.

2: Ballpoint click Pen

• It is used to take down an order and helps the waiter to write faster. It can be operated using a single hand.

3: Wine Opener

• It is an important piece of equipment with multiple uses. It combines a knife for cutting the foil of a wine bottle, cork screw and a bottle opener.

4: Clean handkerchief

• It is used for personal use, to wife perspiration for example.

5: Match box/lighter

• This always comes in handy for lighting up the guest's cigar/cigarette.

6: KOT/BOT pad

• The Kitchen Order Ticket and Beverage Order Ticket pad is used for taking down food and beverage orders respectively. However, many establishments use the same pad for food and beverage orders.

7: Nameplate

• This comes with the establishment's logo and is usually in brass and sometimes in plastic. It is fixed to the left of the uniform over the chest.