As An Employer, What Skills Do You Look For In A Waiter Or Chef?

Hospitality Crew: As an Employer, what skills do you look for in a waiter or chef?

CRAIG FOX - Director, Wine and Dine'M Catering
Somebody once said to me that you hire for attitude and train for skill. I think in terms of a waiter a lot of what is desirable can be learnt on the job, I think if some one has the right attitude you are three quarters there.

LISA PRATT- Labour Hire Manager, Zenith Hospitality Staffing Solution
At Zenith we are a labour hire agency and we look for waiters who have a minimum of one years experience in a four or five star venue that could be a hotel, restaurant or catering company. We employ chefs how are 5 years qualified. We also look for people who have transport that could be using public transport or their own means of transport and also have a mobile phone so we can contact them easily.

WILL BRENNAN - Restaurant Manager, Chalk Hotel
As a waiter I guess we are looking for someone that's multi-versatile, experience is an advantage but not always necessary someone that has a little bit of wine knowledge coffee skills but essentially the most important thing as far as I'm concerned is enthusiasm and someone that's willing to learn and pick up things quickly is probably the most important thing

JACQUELINE PORTER - Director of Human Resources Queensland, Surfers Paradise Marriott Resort & Spa
What we look for begins with their people skills. We want people that can engage with people in the service industry. So we are looking for people that have initiative, that have a level of energy and enthusiasm, and show a lot of interest into the role and then we can teach them anything.

DOMINIC EGGER - Food & Beverage Manager/ Executive Chef, Stamford Plaza, Brisbane
Generally we're not looking for the skills, the skills we can train. We look for the commitment and the eagerness and willingness and the fire in their eyes that they have to work in this industry.

Best Approach With Rude Customers

Hospitality Crew: When dealing with rude customers, what is the best approach?

CRAIG FOX - Director, Wine and Dine'M Catering
I think the best approach is to assess the situation, possibly step back for a minute and think about what's been said and what's actually happened.
I believe that you should listen to them, and then say look, I will find out I will answer your question, I will see what's happened, go see your supervisor and come back to them.

LISA PRATT- Labour Hire Manager, Zenith Hospitality Staffing Solutions
When dealing with a rude customer the best approach is to be empathetic to listen genuinely to what their complaint is to keep your voice low and your body language small don't wave your arms about or raise your voice and try to resolve the matter as best you can always liaise with your supervisor or manager for assistance where required.

WILL BRENNAN - Restaurant Manager, Chalk Hotel
The most important thing is to stay calm at all times, to listen attentively, maintain eye contact and just make sure that at the end of the discussion that the customer is happy.

JACQUELINE PORTER - Director of Human Resources Queensland, Surfers Paradise Marriott Resort & Spa
The best approach is first of all, don't take it personally its just business. Check your body language make sure that you have got professional body language, that your facial expressions are appropriate your making good eye contact with people, and then listen attentively. Really pay attention to what their saying, ask questions, clarify the information and then act on that information, and it's ok if you don't know what your doing. Just go and get someone, get some advice, get some help, and then follow up with the customer. That's what they are looking for, they want quick recovery from a problem.

DOMINIC EGGER - Food & Beverage Manager/ Executive Chef, Stamford Plaza, Brisbane
The best approached is to listen to what has happened, and from their try to turn it around. So that the guest is leaving with a happy smile when they walk out of the restaurant.

Compliance Regulations I Need To Attain

Hospitality Crew: To work as a waiter or chef, what are some of the compliance regulations that I would need to attain?

CRAIG FOX - Director, Wine and Dine'M Catering
You would obviously need to have RSA training because its obviously become mandatory here in QLD, food handling and hygiene is always a bonus and then I think anything that's related, you can never now enough in my opinion.

LISA PRATT- Labour Hire Manager, Zenith Hospitality Staffing Solutions
In Queensland to be a waiter you need to achieve your Responsible Service of Alcohol Certificate within 28 days of taking on employment. At Zenith we actually offer the courses at a reduced rate for our staff and for our chefs they must be qualified.

WILL BRENNAN - Restaurant Manager, Chalk Hotel
For working at Chalk having an RSA is absolutely compulsory, everyone must have an RSA-Responsible Service of Alcohol Certificate to be eligible to work at Chalk.
We do offer that as well.
Occupational Health and Safety is an advantage and also a first aid certificate is and advantage but we do offer full training for those certificates as well.

JACQUELINE PORTER - Director of Human Resources Queensland, Surfers Paradise Marriott Resort & Spa
If you want to work as a qualified cook then you need to have certificate three in commercial cookery, that's a minimum requirement, otherwise you can only work as an unqualified cook. As a wait staff you do need to have Responsible Service of Alcohol and that's becoming the law in a number of areas around Queensland. So, I would encourage people to get that through the liquor licensing division.

DOMINIC EGGER - Food & Beverage Manager/ Executive Chef, Stamford Plaza, Brisbane
For a waiter it's the Responsible Service of Alcohol, which either beforehand or within the first month of employment you have to have. For the chef it's the certificate three which we're looking at. On the cook level, it's basically complying with the foods and safety hygiene regulations.

Current Skills Shortage Benefits

Hospitality Crew: With the current skills shortage in the industry, how can that benefit me if I am a qualified waiter/ chef?

CRAIG FOX - Director, Wine and Dine'M Catering
I think the simple and most realistic thing is that you’re going to earn more money. For a qualified waiter there's no shortage of work out there. We've found ourselves as a company actually paying well above the award rate just to try and secure some good staff. So, if your qualified and you got experience, the world is you oyster.

LISA PRATT- Labour Hire Manager, Zenith Hospitality Staffing Solutions
The current skills shortage allows for greater flexibility for you as staff at Zenith we're an agency so the advantage is that you tell us when you want to work and where you want to work so it's about you choosing the hours that you feel comfortable working and fitting with your lifestyle.

WILL BRENNAN - Restaurant Manager, Chalk Hotel
There are jobs everywhere looking for people that have the experience
Especially, a lot of businesses I know are looking for qualified chefs. So if you are a qualified chef all you have to do is pick up the paper and I'm sure that there's jobs everywhere.
And as far as wait staff goes as well I’m sure if you look in the paper there a whole list of areas and companies looking for experienced wait staff.

JACQUELINE PORTER - Director of Human Resources Queensland, Surfers Paradise Marriott Resort & Spa
You know it really is a candidates market out there at the moment when it comes down to the skills shortage. There's a lot of people and a lot of businesses there that are looking for candidates, so really you've got an opportunity to sell yourself and you've got an opportunity to present your resume and in some cases also your terms of employment. Because some people have particular needs when it comes to those things. So, I really encourage you to think about what it is that you are looking for and be prepared when you are going into the interview.

DOMINIC EGGER - Food & Beverage Manager/ Executive Chef, Stamford Plaza, Brisbane
The benefits are here that you have more variety in jobs. What you can get, but the main thing is that you look at your future and your career goals. Where you want to be in the next 5 years, and we start to make the steps so that you get there, and to get all the experience what you need. It's not just the money which is important, it's important that you get the training that brings you to the level where you want to go, and where you want to head in your future.

Do you pay under a state or federal award or AWA?

Hospitality Crew: Do you pay under a state or federal award or AWA?

Jacqueline Porter - Director of Human Resources Queensland, Surfers Paradise Marriott Resort & Spa
We pay under federal awards here at our Hotel. So we still have all the penalties and weekend rates that people can earn in a hotel like this.

Lisa Pratt - General Manager, Zenith Hospitality Staffing Solutions
At Zenith we pay the rate or the award that is relevant to the venue so if your working for a restaurant we pay you under the restaurant and caterers award, if your working for a venue that has their own enterprise bargaining agreement we pay you under that award. Same with hotels and clubs, we would pay you under those relevant awards. It's so that it's fair, so your getting the same amount as the people who currently work there.

Will Brennan - Restaurant Manager, Chalk Hotel
It's our own AWA. We find it a lot more flexible for us when we're dealing with penalty rates, weekend work and so forth. We have not had any complaint about the system that we have which is always beneficial as well.

Dominic Egger - Food & Beverage Manager/ Executive Chef, Stamford Plaza, Brisbane
We pay under a federal award, but in the end it's not just the money which is important. It's having a team spirit and work in an environment which you are happy, and that makes the big difference to the employment.

Craig Fox - Director, Wine and Dine'M Catering
We actually pay under neither, we actually pay well above the award rate. Because I'm a firm believer in "you get what you pay for", and there's too many company's out there that pay the base award and working in this industry isn't the easiest, the hours aren't the greatest but if you reward people and you take care of them then they'll reward you back.

Floor Manager Skills Required

Hospitality Crew: What skills do I require as a floor manager?

CRAIG FOX - Director, Wine and Dine'M Catering
To be a floor manager, experience, experience, experience. I think being able to open yourself up to different ways of doing things.
I think that to be a floor manager you need to be able to supervise, need to be able to listen, and particularly for offsite catering you need to able to think a little bit outside the square and just deal with things as they happen.

LISA PRATT- Labour Hire Manager, Zenith Hospitality Staffing Solutions
As a floor manager we'd be looking for people who have experience in this area. Usually about 3 years. They have to be organised proactive and able to handle situations with staff and customers easily.

WILL BRENNAN - Restaurant Manager, Chalk Hotel
As a floor manager the most important thing is to be able to remain calm, to think quickly and positively on your feet. During a busy night things can change, there are so many variables happening, you need to be able to adapt to different environments and happenings around you. But at all times you must stay calm, the staff need to see you as staying calm, and you must be able to think clearly on your feet and be decisive.

JACQUELINE PORTER - Director of Human Resources Queensland, Surfers Paradise Marriott Resort & Spa
As a floor manager, I guess that's going to depend in which area you want to work in, but what I would say is first of all think about which area you want to be.
We would be looking for a level of experience if you are looking for a management position. So we want experience in the industry, we want a high level of people skills and leadership skills, because if you can engage your team you can do anything as a team. We want experience and knowledge of the industry, and of your particular part of the industry. So if your working in, for example, event management then you need to know what's happening out in the market place there as well, and you want a really solid back ground with hands on experience in that role and that department.

DOMINIC EGGER - Food & Beverage Manager/ Executive Chef, Stamford Plaza, Brisbane
The priority is people skills. That you can see you staffing where they’re strong, where they’re weak. With guests, to be able to accommodate what they require and as well go on top and be ready to give something extra. It's the 10% extra, which makes the difference for a guest when they come into your outlet.

How should I present myself for an interview?

Hospitality Crew: How should I present myself for an interview?

Craig Fox - Director, Wine and Dine'M Catering
I think you should come neatly attired, definitely be on time show, some interest in the business that your going for a position in. It never hurts to do some research on them and then, I know is quite difficult but when the interviewer turns around and says "do you have any questions?" Maybe think about some of the thinks you'd like to know about the business.

Lisa Pratt - General Manager, Zenith Hospitality Staffing Solutions
When you present yourself for an interview it's best to reflect upon the venue that you're going to work for. So, if it's a five star environment dressing up in very smart casual clothes, if it's a more casual environment dressing down a little bit. Basically, always make sure that your hair is neatly groomed, make up is at a minimum, and no visible tatoos or piercings.
I think being able to improvise, think on your feet, I think that pretty much covers it all.

Will Brennan - Restaurant Manager, Chalk Hotel
Dressing up the way you would at work, being neat and tidy, friendly smiling, be able to show some personality at the interview and just show that you do have a desire and passion to work in the industry.

What qualities and attributes do you look for in an employee?

Hospitality Crew: What qualities and attributes do you look for in an employee?

Jacqueline Porter - Director of Human Resources Queensland, Surfers Paradise Marriott Resort & Spa
I look for people that like to have a bit of fun with their job.  I look for people that show commitment when they take on a role or responsibility.  I look for people with initiative those who aren't afraid to try something new and to learn something new.  I look for people that like to work with their teams, even though when there's some challenging times and their not afraid of the hard work.  Hospitality is very demanding and it will demand a lot of you, but when you work well with people you can really get a lot of benefits out of it. So, think about in terms of working with other people and the communication skills that you have that's going to be a real basic need.

Will Brennan - Restaurant Manager, Chalk Hotel
Friendliness, the ability to smile is something I place quite seriously.  Experience is an advantage but again not always essential, a willingness, an eagerness, enthusiasm, anyone that has a desire and passion for the industry is going to be a real key person for the business.

Dominic Egger - Food & Beverage Manager/ Executive Chef, Stamford Plaza, Brisbane
The main thing is fun and team spirit.  Hospitality is not a one man show.  Hospitality is a team work, which goes from the stewards in kitchens and chefs to the waiters to give the guests a happy experience.

What skills are required to work in a Hotel/ Catering company/ Restaurant?

Hospitality Crew: What skills are required to work in a Hotel/ Catering company/ Restaurant?

Lisa Pratt - General Manager, Zenith Hospitality Staffing Solutions
The skills required to work in a hotel are that you have strong experience in a similar type of environment, that you present well, that your professional.

Craig Fox - Director, Wine and Dine'M Catering
I think that a lot of people really don't understand what catering is. More people are used to working in restaurants were you got everything at your finger tips.
I think being able to improvise, think on your feet, I think that pretty much covers it all.

Will Brennan - Restaurant Manager, Chalk Hotel
Again the only certificate that we require is an RSA, we don't necessarily need people that have done 10 years of cocktail bar work, 10 years of waiting tables, 10 years of cheffing we need staff that have a  willingness to learn and can show enthusiasm and once again we do offer full training amongst a wide array of areas.  The main ingredient we need is someone that has the willingness to learn and is enthusiastic and wants to stay in the industry for a long period of time.