Michigan State University Extension
Tourism Educational Materials - 33209402
06/06/02
Hospitality Tips for Restaurant Personnel
Linder, William; Paulette, Leon
Mississippi State University
Information Sheet 1092, 1979
Americans are travelers! Of the $57 billion spent annually
by travelers throughout the world, $30 billion is spent
within the United States.
Tourism has doubled the national income growth rate in
recent years. Several important factors which indicate the
travel industry will continue to enjoy a rapid growth are
population growth, increased automobile travel, more
automobiles, more income, shorter work week, longer paid
vacations, and better educated citizens who desire to
travel more. Obviously, the tourist industry has not
reached its potential.
Mississippi has a wealth of tourist attractions which
include a natural resort area on the coast, famous military
landmarks, the Natchez Trace Parkway, state parks,
reservoirs, national forests, excellent hunting and
fishing, and a wonderful climate.
This information has been prepared to assist you in
becoming a better sales person for your community and state
as you serve our guests, the tourists.
DO'S and DON'TS of Hospitality
DO make all of your guests feel welcome. Greet them
pleasantly and take the attitude that they are guests in
your own home.
DO be attentive, alert, and cordial, but don't be too
"forward."
DO be courteous and cooperative at all times.
DO have a general knowledge of your community and the
surrounding area.
DO know the telephone number of the Chamber of Commerce and
the most direct route there. Refer questions you cannot
answer to the Chamber of Commerce.
DO know where "services" can be located.
DO talk up local events.
DO smile and greet your customers cheerfully when you come
to take their order.
DO know your menu.
DO be prepared to talk intelligently with regard to casual
information often requested by a customer.
DO double-check the customer's order, so he receives
exactly what he ordered.
DO ask the customer when he wants his beverage.
DO use a deodorant, bathe daily.
DO make a point of giving excellent service - replenish ice
water promptly, replace a soiled napkin with a fresh one,
remove soiled dishes promptly, see that the ash trays are
clean and within easy reach.
DO make sure wash rooms are clean and tidy.
DON'T use cheap perfume.
DON'T wash table tops with the same cloth used to wipe ash
trays.
DON'T visit with fellow employees during service hours.
Your customer comes first.
DON'T make substitutions until you have checked with the
customer.
DON'T hurry your customer unnecessarily or show annoyance
if he dawdles over his coffee.
DON'T keep customers waiting for the check. Bring it
immediately, following dessert or coffee.
DON'T do anything which shows you desire a tip.
DON'T be surly or discourteous in any way.
DON'T allow diners to sit unnoticed. Greet them saying,
"Will be with you in a moment." Provide a menu so they will
know their presence has been noticed.
Cooperative Extension Service Mississippi State University
What Do You Know About Your Community?
Can you answer these questions about your community and
nearby areas?
- How did your town get its name?
- What industry employs the greatest number of people?
- Where is the Chamber of Commerce?
- Where is the telegraph office?
- Where is the post office?
- Are there colleges in your area? Where are they located?
- Where is the library?
- What is the population of the town?
- Can I go fishing there? Where?
- We can only stay here two days; what do you recommend we
try to see?
- Do you have any service clubs? Which ones?
- Are there any detours or road hazards on the highway
leaving?
- Where can we go to play golf while we're here?
- Where will I find tourist Information?
- Are there any parks or resort areas nearby?
- What motel and hotel accommodations are available?
- What churches do you have?
- Do you have any museums? Where are they located?
- Where can I get service on my automobile?
- Where can I find a doctor or a hospital?
- What are the average temperature and rainfall?
- What are some outstanding attractions in your community?
- Other information about your community?
Ten Commandments for the Mississippi Visitor Host
1. Remember the traveler has been invited to Mississippi
- you are a representative host.
2. Put yourself in the traveler's place - then treat him
accordingly.
3. Do not measure your helpfulness by what the traveler
buys directly from you.
4. Find out the visitors vacation tastes, then direct him
to the things he will enjoy in your area.
5. Point out, in addition to the attractions in your area,
some entirely different attractions elsewhere in
Mississippi.
6. Be genuinely pleasant, cordial, friendly, and
enthusiastic.
7. Be attentive; give the visitor a chance to talk and ask
questions.
8. Do not belittle other states, areas, or cities.
9. Be sure the information you give is correct and that it
is understood.
10. If you cannot accurately answer a traveler's questions,
refer him to your Chamber of Commerce or other tourist
information center.
Originally Prepared by William W. Linder and Leon 0.
Paulette, former Extension Resource Development Specialists
Distributed by Extension Community Development Department.
Adapted from Publication 671.
Information Sheet 1092
Extension Service of Mississippi State University,
cooperating with U.S. Department of Agriculture. Published
in furtherance of Acts of Congress. May 8 and June 30,
1914. W.M. BOST, Director (5M-10-79)
This information is for educational purposes only. References
to commercial products or trade names does not imply
endorsement by MSU Extension or bias against those not
mentioned. This information becomes public property upon
publication and may be printed verbatim with credit to MSU
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