Etiquette and Protocol Attitudes

1. Dr / Hany Atef
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Attitudes p 1

2. Attitudes
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7. Ability to Overcome Resistance to do Manual or
Menial Work
For all the hotel staff “menial” jobs are part of
their normal work. This follows from the fact that
in this industry, service is of the outmost
importance and hence everyone must involve
himself in achieving that objective. This would
mean that right from the general manager to the
utility worker, everyone is actually serving the
guest in one way or the other.
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8. Ability to Overcome Resistance to do Manual or
Menial Work
To ensure a proper attitude to
menial tasks, the trainer at times
may himself have to do the work
that the waiter does, to drive home
the fact that at all levels manual
work is done.
The waiter should be told of the
important of his job and made to
realize that the hotel cannot run
without the essential services that
he provides
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9. Willingness to serve
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10. Willingness to serve
 The waiter should be briefed about
the tip system and shown how a
good service can fetch greater tips.
At this stage emphasize the point
that a guest gives lavish tips only
when he is pleased with the service
and the service can only be good
when the waiter is willing to please.
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11. Willingness to serve
 A waiter’s job is appraised on
his keenness and willingness to
serve. This determines his job
advancement, promotions,
increment and other benefits.
 A waiter is a representative of
the hotel and his restaurant. He
projects its image and is
responsible for maintaining its
high standards. On his attitude
and actions will depend the
image of the hotel.
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12. Capacity to take Orders
From Seniors
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13. Capacity to take Orders
From Seniors
 The waiter should be made to feel
that his supervisors have more
authority and maturity to guide
him.
 He should also be told that without
a proper line of authority, there
would be utter chaos.
 The example of some of his seniors
should guide him at the job.
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14. Capacity to take Orders
From Seniors
 He should be made to understand
that he has a lot to learn from their
knowledge, attitude and skill in
tackling in their jobs.
 Moreover, it is his seniors who will
assess him and mould him and it is
they who to a great extent
determine his future by
recommending him for
advancements in his job,
promotions, transfer and raises in
salary.
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15. Cheerful Attitude
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16. Cheerful Attitude Towards Work and People
1. A cheerful attitude is an asset. It is
infectious as one cheerful person spreads
cheer and goodwill wherever he goes. As
a result the work atmosphere is pleasant
and free of tension and overwork.
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17. Cheerful Attitude Towards Work and People
1. A cheerful attitude towards colleagues
is an advantage because a waiter would
be able to obtain the maximum
cooperation and help for them.
2. Job satisfaction comes from within
oneself and depends on one’s attitude
towards one’s work. If one has a
cheerful outlook any kind of work can
seem worthwhile and interesting.
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18. Cordial Relation with all-Interaction
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19. Cordial Relation with all-Interaction
 One of the bet ways to develop cordial
relation and a team spirit is through
group effort. Let the group set the goals.
Show how much easier it becomes to
resolve problems when every one puts
their heads together. The phrase” United
we stand, divided we fall”, should be the
motto.
 Through team spirit and teamwork
efficiency is increased. Increase in
efficiency implies higher sales turnover,
which implies more earning of everyone.
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