1. Competencies are …………. l the blend of knowledge, skills and behaviours required to perform the job to the standards required

2. WAITING RATING Exercise Taking Meal Orders at the Table l l For each of the ratings A, C, D and E write down what you would observe (or not observe) about the waiter/waitress s behaviour i.e. examples of what the waiter/waitress would or would not do/say. l l Start from:- l l A B rating could look like: Greets customer at table, asking if it is okay to take order. Uses customer name sometimes. Confirms order back.

4. The RATINGS Exercise E rating: Doesnt smile. Doesnt greet. Has conversation with another waiter. Asks customer to repeat order. Has pen that doesnt work. D rating: Smiles at customer but doesnt greet. Is patient as customer decides what to eat (doesnt tap feet, isnt distracted by other activity in room). Does not confirm order back. Does not use the customer s name. Avoids eye contact.

5. The RATINGS Exercise C Rating: Smiles and greets customer at table. Is patient, guiding customers through the choices. Summarises the order to confirm with customer. B rating: Greets customer at table, asking if it is okay to take order. Uses customer name sometimes. Confirms order back. A Rating: Greets customer at table, always using customer name, asking for permission to take order. Confirms order back. Relates country of origin of ingredients and how chef will prepare the food.