2. DWB & Associates 2
The Server’s
Basic Job Duties
Basic Duties:
• Introduces himself/herself
• Announces specials
• Takes orders (drinks, appetizers, meal, desert)
• Serves orders
• Follows up to determine if guests need
anything and if they are enjoying food and
beverages
• Clears table between courses
• Presents bill and processes payment
3. DWB & Associates 3
The Typical Server
Some qualities of an average server:
• Has knowledge of food and drink,
• Can read and count,
• Presents a neat appearance,
• Has acceptable personal hygiene,
• Takes order accurately,
• Serves food,
• Is moderately attentive but not always prompt.
4. DWB & Associates 4
Best Server You Ever Had
- Anticipatory
- Sense of humor
- Tolerant
- Attentive but not
obtrusive
- Accepts responsibility
and hold themselves
accountable
- Wants to help
- Good listener
- Honest about food
- Makes good
recommendations
- Quick/fast
- Discreet
- Good memory
- Excellent presentation
Some qualities of the outstanding server:
5. DWB & Associates 5
Emotional Intelligence and
Competencies
Self
Self
Awareness
Awareness
Social
Social
Awareness
Awareness
Social Skills
Social Skills
Self
Self
Management
Management
• Emotional Self-Awareness
• Accurate Self-Assessment
• Self-Confidence
• Empathy
• Organizational Awareness
• Self-Control
• Trustworthiness
• Conscientiousness
• Adaptability
• Achievement Orientation
• Initiative
• Developing Others
• Service Orientation
• Leadership
• Influence
• Communication
• Change Catalyst
• Conflict Management
• Building Bonds
• Teamwork & Collaboration
Editor's Notes
#5:Time: 5 minutes (Use amygdala hijack exercise examples)
Self-Awareness (Capacity for understanding one’s emotions and one’s strengths and weaknesses) is the first step which must be in place to develop Emotional Intelligence.
Once Self-Awareness is in place, Self-Management (Capacity for effectively managing one’s motives and regulating one’s behavior) and Social Awareness (Capacity for understanding what others are saying and feeling and why they feel and act as they do) can be developed.
All three of the previous capabilities must be in place in order to be able to exhibit Social Capability (Capacity for acting in such a way that one is able to get desired results from others and reach personal and group goals). It is by using social capabilities that individuals impact others in desired ways -- inspiring an organization through leadership, delighting customers through excellent customer service, building strong and profitable relationships with customers. Although we are showing a generic set of Social Capability competencies, this is the area where job-specific competencies would be best inserted for a customized model.
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