Workaway International - FAQ's and Tips

The simple steps to becoming a first-rate Golf Attendant

Mark Twain famously said: "Golf is a good walk spoiled." Whatever your feelings on the sport, there is no denying that the people who play it are notoriously passionate and depending on how well they're playing, often very difficult to get along with.

With more than a decade experience in placing South Africa's youth as golf attendants at Florida's finest country clubs, Charlotte Quenet-Meintjes shares her golden tips on how to rise to the challenge and become a first-rate golf attendant.

Know the game – Golf is a fairly simple game that involves players hitting a ball in an attempt to get it into a tiny hole using as few strokes as possible. But there are a myriad of little rules and customs that govern the finer aspects of the game. Quenet-Meintjes says: "Being a golf player yourself will obviously be very helpful, but you can also read up on the rules of golf in any number of books and guides. If you're not a passionate golf player I highly recommend you read a guide on the sport before you start work as a golf attendant."

Know your station – As the golf attendant you are tasked with ensuring all the water stations are filled up, cups are available, pencil boxes are filled, and all the spare golf carts are dropped at the course. "You need to make sure players have everything they need to enjoy their game of golf. Do your rounds at the beginning of the day before the players arrive and again during lunchtime ahead of the afternoon group's tee-off.

Know the time – You have to keep an eye on the clock. It's your responsibility to ensure the first players tee off on time in the morning and to continually monitor all players throughout the day to make sure no one is lagging and holding up the rest of the field. "Good time management skills form a key requirement of the job. If a group is slow, you'll need to warn them and monitor them until they are back up to speed," says Quenet-Meintjes.

Be polite – Golf is a gentleman's game, so you need to act like a gentleman at all times. Be friendly and approachable so that players feel comfortable enough to ask you for anything they may need. Always be courteous and never be a distraction to the players on the field by being overly loud or by moving around unnecessarily in their field of vision. Quenet-Meintjes adds that the correct attire is equally important. "Golf has a very specific dress code and golf attendants are also required to adhere to it. Make sure your gentlemanly demeanour is matched by a neat and presentable appearance and you are sure to enjoy the respect of colleagues and players alike."

Six simple steps to becoming an outstanding Hostess

As any diner will tell you, waiting to be seated at a table can be one of the least enjoyable aspects of the dining experience. The only thing that makes it bearable is a friendly, helpful, efficient hostess, who can keep guests happy until there's a table available and then swiftly seat guests. In the spa environment, hostesses often introduce customers to the spa, take them on tours of the treatment rooms and form an integral part of the overall experience.

Charlotte Quenet-Meintjes, head of Workaway International (South Africa), shares six simple steps to becoming a truly outstanding hostess.

Look and act the part - As a hostess, you are usually the first person guests make contact with when they arrive at the restaurant or spa. Quenet-Meintjes says it is essential that hostesses are at all times presentable. "Make sure your uniform is clean, your hair and nails neat, and that you don't overdo the make-up. Stick to the dress code and avoid wearing unnecessary jewellery. Know the treatments and products on offer at the spa, and be willing to make recommendations to customers. When guests arrive at the spa or restaurant they will base their first impression on you, so make sure you look and act the part."

Remember your manners - One of a hostess' key roles is to introduce guests to the overall spa or restaurant experience. You must be friendly, polite and helpful at all times. At a restaurant, greet people with a smile and take them to their table. Be sure the table is big enough for the group you are seating. Hand each guest a menu and tell them that their waitron will be with them shortly to take their orders. When guests ask you something, or complain, reply politely and help them as far as you are able, then call a waitron or the manager to assist them or deal with their complaint. If you are a hostess at a spa, be friendly and helpful and follow up on beverage orders or additional services the customer requested to ensure a relaxing and enjoyable experience.

Look around, take notice - It's important to be aware of what is going on in the restaurant or spa. If you are busy with guests and another group arrives at the restaurant, don't ignore them while you seat the first group. Acknowledge the new group, look them in the eyes and tell them you will be back shortly to seat them. Keep an eye on the tables - if you see a dirty table and all the waitrons are busy, help them out by clearing it. "You will also need to walk the floor to check on the status of the tables and spot tables that are about to become available. If you have guests waiting for a table, ask the waitrons to see if they can expedite one of their tables' meals. At a spa, if a treatment is taking longer than usual and a customer has to wait, offer them something to drink and make sure their wait is as comfortable as possible."

Don't take things personally - Because you are the first point of contact for guests and you are always on the floor, you will sometimes have to endure the complaints and anger of unhappy customers. Although this may seem unfair, especially when they complain about the quality of the food or a too-long wait for a treatment - all completely out of your control - you will have to grin and bear it. Be strong, don't take it personally, try to be as helpful and apologetic as possible and get the relevant person - whether it's a waitron, therapist or manager - to resolve the issue as quickly as possible.

Be fair - This point deals with waitrons. When you are assigning guests to a table, make sure you do it fairly. Go according to the rotation, distributing the tables evenly among the servers. Do, however, keep in mind how many large groups you've seated and try not to put two large parties in the same waitron's section, or you risk getting complaints from the other waitrons. "Remember, you are all on the same team, so help the waitrons where you can and they will surely return the favour," says Quenet-Meintjes.

Commitment is a key to success - You will sometimes be required to work long hours, spending all day on your feet, dealing with difficult customers, surrounded by the noise and hustle-and-bustle of the restaurant or the constant flow of people in and out of the spa. You will need to have a fair amount of commitment to the job to get through these occasional rough patches. Quenet-Meintjes gives her take on it: "Make sure you are rested for your shifts, and resolve any issues you may have with other staff as quickly as possible. If there's any particular thing at work preventing you from being happy, speak to your manager and try to find a solution. The happier you are, the better your work will be, and the happier your customers are going to be."

How to become an exceptional Chef

So, you want to be a chef? Perhaps you really enjoy your time in the kitchen, experimenting with different flavours and tastes. Perhaps you enjoy the idea of seeing how people react to a new recipe. Or maybe you dream of becoming a world-famous chef with your own books, product line and even a cooking show.

Whatever your reason for becoming a chef, there are some vital tips that will help you go from being a good chef to a great one. Charlotte Quenet-Meintjes, head of Workaway International (South Africa), a company that has helped hundreds of South Africans find work as chefs at exclusive country clubs in the USA, shares her top tips for becoming a master of the culinary arts.

Passion for food – when it comes to being a great chef, passion trumps everything. "Being a chef is hard work – there is tremendous pressure to get meals out quickly and efficiently and the hours are long. If you are to make it as a chef, you will need to have great passion for food and its preparation," says Quenet-Meintjes. Combine this passion for food with creativity, hard work and dedication and you have the makings of a great chef.

Strive for excellence – never be satisfied with 'good enough'. The hospitality industry is extremely competitive and you will need to build a reputation as a chef that strives for perfection if you are to be successful. Whatever your position in the kitchen, however insignificant the task you are asked to do, always do your best. Many of the world's top chefs started out at the very bottom of the ladder and only progressed through hard work and a dedication to excellence.

Know the kitchen – being a successful chef involves more than preparing food. Even if you're starting out in the most junior of positions, take note of how the kitchen is run, how work schedules are put together and how people are managed, as you will need these skills when you are promoted to a more senior position. "It is vitally important to know the ins and outs of managing a kitchen, as the knowledge will help you cope with the pressure of working in the kitchen on a busy night, or when things go wrong."

Learn from the masters – the world has been blessed with some truly remarkable chefs and the rise of cooking shows on television has made access to these master chefs much easier. Learn all you can from books and cooking shows. Try to find a mentor in your own kitchen who can teach you some of the finer points of cooking or attend a cooking course at a reputable culinary school. "The important thing is to never stop learning. All the great chefs have in common a passion for learning more about their profession, as it allows them to continuously improve their skills in the kitchen."

The key to becoming an exceptional Waitron

Most of us work in the hospitality industry at some stage in our lives. Getting into this industry is fairly easy, but progressing and becoming exceptional at your job takes a set of very specific skills. Exceptional waitrons can juggle multiple tasks, keep their cool in the middle of a jam-packed restaurant, anticipate what their customers want and make great, lasting impressions on everyone they serve. Although difficult, all the skills necessary to become an exceptional waitron can be learned.

With over twelve years' experience in finding and placing young people as waitrons at exclusive US Country Clubs, Workaway International has picked up some valuable tips on how to go from being a good waitron to an exceptional one.

Be organised – this is by far the most important aspect of being an exceptional waitron. You can be the most well-presented person, have the best table-side manners, and remember each guest's name, but if you lack organisational skills you will run into trouble. You need to develop a system for remembering orders, clearing tables, getting drinks out, doing table settings, getting the right food to the right people at the right time. Being a waitron is sometimes tough and often requires tremendous multi-tasking. With excellent organisational skills, your job becomes that much easier and you end up looking like an absolute star to your customers, colleagues and employers. Remember, a waitron's ability to handle pressure directly influences how much he or she earns, so this is a crucial part to becoming successful as a waitron.

Be polite – you can be excused a lot of things while working as a waitron, but being rude to your customers is an unforgivable offence and one that will prevent you from ever being exceptional. In fact, being rude to your customers is just about the surest way of getting fired! Some customers will be rude, unfair and overly-demanding – just remember that they are only a small part of your day. It's not worth getting riled up about one rude customer when you are likely to serve so many friendly and polite customers during the rest of the day.

Be knowledgeable – one of the first things you are told to do as a waitron is to learn the menu. This is a key component of becoming a great waitron – knowing your menu, knowing the ingredients to each dish, and knowing how the individual dishes are prepared makes you a valuable addition to your customers' dining experience. To rise above the rest and become exceptional, you should also know basic food-and-wine pairings (i.e. which wines go best with which foods) and be able to recommend wines to your customers from the available wine list. By also reading the local newspaper you will stay abreast of current affairs and be able to contribute useful information to your customers' dinner-table conversation, if and when required to do so.

Be aware – one of the most useful skills any waitron can have is the ability to be aware of other people's needs. This extends beyond what customers ask for – exceptional waitrons learn how to read the body language of their customers and can anticipate their needs. Remember, you play a crucial role in the social experience of dining out, and you have a lot of power to make the experience great or awful for your customers. By anticipating requests and understanding when to make a joke and when to quietly walk away, you become a welcome part of the experience without being a nuisance.

Be memorable - with thousands of restaurants to choose from, your customers have to receive the very best service, food and experience for them to keep coming back. This rests largely on your shoulders - by giving your customers exceptional service, by remembering their names and what they like to drink, by being polite and friendly and helpful and always there to assist, you help create and unforgettable dining experience for each of your customers. In the end, this is what will make them come back time and time again, and what will set you apart from the rest as truly exceptional.

Top tips for travelling abroad

What working abroad can mean for your growth

The attraction of working abroad is obvious - earning foreign currency, meeting new people, travelling to wonderful destinations and working at globally recognised companies. There are a number of specific ways that the experience of working in a foreign country can help you kick-start your career and grow as a person. Charlotte Quenet-Meintjes, head of Workaway International (South Africa), a successful recruitment company that has helped thousands of South Africans find work in the USA for over 12 years, explains some of the main benefits of working abroad:

Gain international work experience and become more employable-both locally and international:
South Africa has made great strides in the past 20 years and there are now more opportunities available than ever before. But developed countries still offer career opportunities that you won't necessarily find in South Africa. "Working abroad is a great way to kick-start your career. Developed countries such as the US and Britain offer young professionals the chance to prove themselves in a very competitive environment. The experience gained through this often makes you much more employable - both here and abroad"

Improve your career opportunities:
Technology and the ease of travelling internationally has turned the world into a global village. This has made the workplace more competitive than it has ever been before. In today's workplace, you don't only compete against your countrymen, but against qualified professionals from all over the world. "Having international experience on your resume displays a certain level of initiative, of going out of your way to improve your skills. In today's highly-competitive job market, this could mean the difference between landing a top job, or no job at all."

Broaden your travel horizons and experience different countries and cultures:
The experience of working in different cultures is key to becoming flexible in the workplace. "We are all different and have different needs. By exposing yourself to other cultures, you learn to adapt to other people's needs - whether it's your employer, your colleagues, or your customers and clients, "Quenet-Meintjes says. Being adaptable is a key requirement to success in today's multicultural workplace and by exposing yourself to other cultures, you develop this vital skill.

Build lasting friendships and expand your personal network:
Aside from the immediate career benefits of working abroad, you also build relationships and friendships with people you'd normally never meet by staying in South Africa. "The people you meet while abroad - both socially and professionally - often lead to unexpected opportunities later in life. By expanding your personal network, you create connections that will come in useful when you want to do business in other countries later in life."

What it takes to be an excellent Spa Receptionist

If you have a friendly nature, a professional demeanour and enjoy helping people, being a spa receptionist can be a rewarding job.

"It's not as easy as it looks," explains Charlotte Quenet-Meintjes, head of Workaway International (South Africa). "A spa receptionist cannot allow the client to see that they're having a bad day – you need to appear calm and friendly at all times."

Here are a few tips from Quenet-Meintjes that, if taken into consideration, will help you to become a top-notch spa receptionist.

A well groomed, polished appearance is imperative. A receptionist is usually the face of an establishment the first person guests come into contact with. It's therefore important to "live the brand". Ensure that your uniform is clean and crisp. Make-up, jewellery and perfume should be kept to a minimum. Hair should be neat and kept off the face.

Project professionalism. The spa industry is a very personal one, so it is important to treat clients well, take their requests seriously and make them feel comfortable by greeting them with a smile. Try to foster a professional yet friendly relationship and refer to each client by name. Their names are, after all, in the appointment book in front of you!

Excellent communication skills are a prerequisite for anyone interested in becoming a spa receptionist. Personal interactions and telephonic conversations require good listening skills. The client needs to receive your full attention and appointments/changes must be carefully noted. Telephone manners are vital and are often overlooked. When speaking to a client on the phone, ensure you understand exactly what they require, be sensitive to their needs and, most importantly, be polite.

Keep calm in stressful situations. Know when to ask for help. Front office staff need to be team players and work together for the benefit of the entire operation. Customer service is of utmost importance and when everyone is working together, the operation is more likely to run smoothly.

Know your products, services and promotions. Spa receptionist need to have the knowledge in order to up-sell to clients and potentially increase the spa's revenue.

Tips to becoming a brilliant bartender

Most people work in the hospitality industry at some stage in their lives. Getting into this industry is fairly easy, but progressing and becoming exceptional at the job requires dedication and a great skill set.

"Exceptional bartenders keep their cool when the bar is buzzing and leave lasting impressions on the guests they serve," says Charlotte Quenet-Meintjes, head of Workaway International (South Africa), a company that has helped thousands of South Africans find work at top US country clubs in positions ranging from valets to bartenders.

Although difficult, all the skills necessary to become an exceptional bartender can be learned. Here Quenet-Meintjes shares some of her most valuable tips on how to go from being a good bartender to an exceptional one.

Take pride in your appearance. First impressions are vital. Always ensure that you are wearing a crisp, smart shirt. Men should be neatly shaven. Hair should be neat, clean and out of your face. Keep jewellery, make-up and fragrance to a minimum. Remember, less is more! Guests are more likely to order from someone who looks respectable than a badly dressed, scruffy bartender.

Always be polite, enthusiastic and smile. It's easier to sell something that you are naturally excited about. Complimenting a guest's choice makes them feel better about their preference even if they didn't order what you suggested.

Maintain professional standards. This should be reflected in the way you interact with guests, how you prepare their drinks and the cleanliness of your working area. Glasses should be polished and the bar should be wiped down and clean.

Know your products and brands. Offer guests a choice or suggest one of your favourites. When there is a large selection available, guests may feel a little overwhelmed and a suggestion could be helpful. Know where the items in your bar are located as well as the prices of each product.

Speed, efficiency and a good memory are key to satisfying a customer's needs. Concentrate when taking an order. If there is something you do not understand, politely ask the customer to repeat their order. A guest would much rather repeat an order than have to wait after being served the wrong drink!

Know how to work the cash register. One of the most important aspects behind the bar is the cash register. Make sure you know how to use it and how to correct mistakes quickly. Mastering the computer will ensure that your drinks go out promptly, which will certainly keep your guests happy.

Have fun! People can see when you don't want to be there – have a positive attitude. Always remember you are there to offer a service. Make it your mission to exceed every guest's expectations!

Six tips to exceed expectations as a Valet Attendant

Being a valet attendant is often mistaken for an "easy job". However, the responsibilities of this customer-orientated position prove otherwise. The hard work involved is worth it when you get behind the wheel of your dream car – even if it is just to park it!

By adhering to the following tips, valet attendants should benefit from both job satisfaction and feeling that they know what they are doing:

Be polite and friendly. Customer service is an important aspect of the job and expectations are there to be exceeded. Always be courteous and sincere. The better the interaction is with a guest, the more confident they will feel about leaving their car with you.

Foster professional relationships with guests. Recognizing the members of a country club and remembering their respective preferences will leave lasting impressions. Keeping guests happy are bound to also keep the country club happy.

Work as a team Valet attendant staff need to work together so it's important to be a team player. Step in and help out where you can. Strive to contribute to a pleasant working environment and deliver an unprecedented level of service.

Dress the part. Valet attendants need to be neat and tidy as you are the first impression of the club. Guests should not feel worried about entrusting their car to you. Ensure your hair is neat, that you have good personal hygiene and that your uniform is clean and freshly pressed at all times.

Pay attention to detail. While on the job, it is important to concentrate and be attentive. Ticket the keys accurately and allocate them correctly so that there is no confusion or misplacement of keys when the guest needs his/her car.

Respect the car. Respect the car you have to park. Don't change the radio station or adjust the seat or mirrors, unless it is really necessary. If you had to adjust the seat or mirror, remember to always change it back to the way it was. When driving, be attentive and drive slowly. Don't go through a guest's personal belongings in their car.

Tips to be a brilliant Pool Attendant

If earning dollars next to a swimming pool in a Tropical Paradise sounds more like fun than work, then being a pool attendant at a luxury Country Club in the USA could possibly be for you!

As a pool attendant, it is your responsibility to provide a safe, clean and fun swimming environment for guests to enjoy. So if you’re physically fit, responsible and enjoy interacting with people, then all you need to do is follow the tips below.

Be aware. It is imperative for pool attendants to constantly be aware of their surrounding environment. Pool attendants need to be vigilant – they have to ensure that the rules are followed at all times. While guests are swimming, especially children, do not leave the pool unsupervised. If you have to take your eyes off the pool, even for a moment, then ask a colleague to keep watch for you.

Ensure cleanliness. As a pool attendant you are in charge of not only the pool’s cleanliness, but of all the pool facilities and equipment. If the pool does not look inviting to swim in, it will be your responsibility to contact a person/company who can help you in this regard. The pool water should be a sparkling blue – if you wouldn’t swim in it, neither will your guests! You will also need to ensure that the locker rooms are tidy. Fold towels when necessary. The pool deck needs to be neatly ordered as accidents can happen easily.

Rules need to be followed and enforced. Every Country Club has regulations that guests need to adhere to. It is vital that you are familiar with these rules – they have to be enforced to ensure the guests’ safety. Be polite but firm when rules are not being followed.

Guest relations. You are representing the Country Club, so you need to appear professional and friendly at all times. Make a special effort to learn the member’s names that regularly visit the pool. It is important that guests have fun and enjoy themselves - friendly service can go a long way to achieving this.

Be calm yet efficient when the situation calls for it. If you see a swimmer in trouble, act immediately. Most people tend to panic and if they see that you are level-headed and dealing with the situation calmly yet swiftly, it will go a long way to prevent unnecessary hysteria. You will receive extensive training from the Country Club before being allowed on duty, so you will be well prepared for any situation.

How to exceed expectations at Customer Service

Exceptional customer service is not only demanded in the hospitality industry, it is expected. With this industry being so challenging and competitive, customer service can be the difference between a good or great experience.

First impressions - First impressions are everything and when a guest comes into contact with ‘the face’ of an establishment, be it during check in, calling to make a reservation or sitting down to order a meal, employees need to make a good impression. This will often set the tone for the rest of the guest’s stay, so don’t underestimate this important chance to make a lasting impression. Appearance is vital and employees need to be well groomed and presentable. Ensure that your uniform is clean and crisp and that make-up, jewelry and perfume are kept to a minimum.

Good manners - It is important to remember that each employee is a brand ambassador of the establishment and therefore being polite and courteous is an absolute must. Being rude to a guest is an unforgivable offence – some guests will be unfair and overly demanding but it is important to keep in mind that the majority of guests will be friendly and equally polite. Smile! A warm smile can make even the most difficult of guests a little easier to manage. Friendliness and helpfulness are two qualities that need to be inherent in everyday interaction with guests in making them feel relaxed and comfortable.

Foster professional relationships with guests - Establishing good relationships with guests will grow the business through customer loyalty. Remembering guest’s names and their respective preferences go a long way to securing the establishment as a first choice for a guest. Each guest needs to feel important and know that their requests are being taken seriously.

Complaints - Customer service is judged by the manner in which the establishment deals with a complaint. To exceed expectations in this regard, it is important to listen and not to interrupt the guest. Show the guest that the complaint is of real importance to you and that you will do everything in your power to change/make up for it. The common mantra is “the guest is always right” but in the instance where a guest is wrong, it is most important that you allow them to be wrong with dignity.

Have fun - Have fun while you are working! By this we don’t mean slacking off, but rather that a passionate employee will deliver better customer service than an employee who is bored. By enjoying what you do, you are bound to have a smile on your face and will look that much more approachable to guests.

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