Often under-valued and under-rated as a profession - the position of Waiter or Waitress continues to attract more casual staff, according to the US Bureau of Stats, than any other occupation. Those on part-time schedules include half of all waiters and waitresses, and 40 percent of all bartenders.

Whilst industry costs keep salaries low, a high turnover of casual, unexperienced restaurant staff can be detrimental to reputations. A restaurant or hotel can be in a good location, have good quality food products and decor, well planned menu and event management, it will however still fall short in the eye of the consumer, without professional service staff.

Whilst not suggesting that hotels and restaurants should adopt a rigid standardised, McDonalds-style service approach, in-house guidelines for specific behaviours create the establishments unique ambience. The absence of any behavioural standards can lead to declining service standards and increasing dissatisfaction of diners.

Traditionally it has been thought that wanting steady work or a permeant contract ensures that service staff will work well. Work well, meaning to learn the menu, way to serve a guest, how this particular restaurant or bar functions and be keen to develop good customer service. However, today there is little incentive to compete, improve and really learn the profession. In the globally spreading culture of ‘casualisation', the already transient generation can make do with casual contracts and will change jobs and professions regularly.

In the past, Singaporean and German hotels have consciously sought out more mature workers for guest liaison. However, currently in a scarce labour market, Singapore hotels are even resorting to "bring a friend" incentives and cash rewards for referral.

In contrast, "boutique" or resort hotels often prefer to recruit younger staff for easier assimilation with hotel philosophy and guest markets. In such an exclusive venue, when providing quality dining there is no time for error or on the job training. The kitchen and service team need to work together seamlessly. It is even more import that service staff understand the complete picture of the establishment and profession they are in.

With only very general qualities such as the ‘friendliness', ‘refinement,' or ‘consistency' sort after by managers, task related skills and base knowledge is often overlooked. For service staff the goal is to make their enjoyment of their job, working place and most importantly, time with customers apparent. It is also necessary for them to draw on their trade expertise to perform the tasks required.

It is important for a waiters/ess to make the guests comfortable with their knowledge of both the food and wine on the menu. Take for example, the menu. Whilst service staff have not prepared the food, it is essential they know how it tastes, how a dish is made, if the ingredients are a speciality of the region or are chosen for being in peak season etc.

Rather than focusing on potential tips, service staff can focus on being the expert of what is being served. Giving background information and insights is a softer and in many ways, more effective selling tool.

Given that service is both task and people orientated, without background experience in a simulated setting, it is difficult for a new recruit to relax and focus on the customer. Practice and preparation of tasks enables a waiter/ess to develop the initiative of what to do next. Identifying what needs to be done gives them autonomy to prepare and maintain a clean and organised work station and section. With adequate familiarity it is possible maintain flow and productivity and develop a sense of accomplishment.

Being committed to the client, is demonstrated by being friendly and attentive. Good people skills are demonstrated in an ability to engage in conversation and know when to go away. Being careful not to make the customers look foolish is part of realising that making the customer happy doesn't mean they're right.

There is also a strong sense of job satisfaction to be found as ‘ambience transformers' working in dinning rooms, bars and on the terrace. Some venues and functions call for staff to mingle and dress according to the theme, whereas other require silver service and intricate table design.

With natural style and drive, waiters/esses, if not working in service would be helping others, facilitating a group, being a diplomate or appreciating the good service of others. When in service, in addition to specific in-house restaurant or college training, restaurant professionals will continue to cultivate their own interest in the industry. Eating out, taking a coffee in a quality establishments and visiting producers, broaden their base knowledge and continue to stimulate interest.

The impact of little task definition also effects recruitment/selection accuracy, training and skills development programmes, appraisal and rewards systems. Measuring employee development against a given standard, gives more meaningful appraisals and appropriate pay scales which would in itself enhance productivity levels.

The development of more competency standards and benchmarks within the industry for service occupations as a whole, would give basic skills expectation. Subsequent training and career development opportunities, allow hotels and restaurants to add their own value to staff.

A good solution for a steady supply of trained and accredited hotel employees are graduates from colleges of further education, private hotel schools and training establishments. Opportunities exist for proactive hotel, and human resource managers to recruit more selectively by developing ongoing relationships with hotel schools world wide. This certainly provides a wider and more secure source of staff and a level of exclusivity for the service profession.

Sarah Muxlow writes for local, national and international print and web-based media about education, family life, health, immigration & migration movements (present and history), travel, local community issues, hospitality and business.

Her background is a researcher for the BBC and lecturer in the field of business communications, professional studies and linguistics in Australia and around the globe.

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