Working in a restaurant environment can be tough work, especially when you
have a nagging boss, complaining customers, limited time, and interesting
co-workers. Yet, so many people are applying for this job, whether they know
how to do it or not. The restaurant business is stressful and competitive. Even
if you have worked in it for a very long time, there is still more you can
learn. When starting out, you're lucky to be training with someone who takes
the time to show you the ropes. Perhaps you may be training with someone who
doesn't want to teach you, or just doesn't know anything about the job.
Alternatively, you might work in a good environment - but that doesn't mean we
can't improve!
1. 1
Always arrive at least
10 minutes before your scheduled shift.
2
Make sure you are
presentable before you leave for work. Always be well-groomed and keep your clothes clean. Wear clean shoes and
socks. Your hair should be neat and washed, your nails clean, your
uniform/clothes clean and modest. Apply limited quantities of makeup.
3. 3
Approach your table
with a smile and a greeting. Introduce yourself
and say your name clearly. " Hello, nice to see you. My name's ___ Can I
show you the menus and perhaps take a drink order?" Greet customers with a
smile as they enter. Maintain balanced eye-contact, but avoid staring too much.
As you seat them at their table, perhaps stir up small conversation as you
proceed to take their drink orders.
4. 4
Take drink orders
clockwise starting at your left. If children are present ask for their beverages first, followed by ladies
and then gentleman all following the left to right order.
This is now the time to discuss the specials.
This is now the time to discuss the specials.
5. 5
When you have served
their drinks, ask if they have any questions about the menu. Don't rush them unless they are late and even then
do it gently. If they are ready to order, take their order clockwise starting
at the left and closest to you...if not, proceed to your next table.
6. 6
Bring out orders in
their entirety. Never bring one
guest's food without the other's, unless specially instructed otherwise (this
may happen if one or more in the party plans to leave early). Normally, there
shouldn't be any circumstance causing one part of an order be ready much later
than another. If on occasion you foresee this happening and causing a problem, briefly explain the situation and ask how the customer would
prefer handling this.
7. 7
Don't overly badger
the customers. Avoid going into
eagle-hawk mode. Customers hate to be ogled at or constantly interrupted. How
would you feel if someone was glaring at you as you ate your meal? If a table
wants something they will glance around to look for you. If you stay alert and watch (not stare)
your tables as you walk the floor
most customers will make eye contact as a signal that they need you. This can
give them the feeling like you're paying attention without hovering or
badgering them. When their good food and conversation is over, they will start
looking around at other diners or the walls. This can tell you when to clear
plates, offer desserts or drop the check.
8. 8
Clear any of the
plates from the current course as soon as it is obvious the customer wants them
to be removed. #Always clear plates
from the previous course completely, before bringing plates from the next
course to a table.
o
Before clearing plates, be sure to ask politely. Use a manner and tone
consistent with both the atmosphere and the customer. Generally, "May I clear?" is good. In most establishments, make no reference if they are
still eating or more likely, the one who is doing the talking is still eating.
9. 9
You clear the plates after
everybody finished their course, as they would start eating only when all the
food is served, and they will (hopefully) indicate that everybody is finished
their meal by having the fork and knife at the center of the plate.
10.
10
When the main course
is served, always ask "May I get you anything else?" and give them a second to think about it.
Check back again within five minutes, with "Are you enjoying
everything?" with specific references about the hosts dish,..." How
is your Steak?" at the very least. Listen to their response and more
importantly read their body language: Many people are shy to speak up about
problems, and they may blame that on you come time to leave a tip.
11.
11
When the main course
is cleared ask.." Would you
like to see the dessert menu?", but clear the breads and/or soup that they
were having before ordering, even if they are not finished.
12.
12
When they are finished
with their meal, ask them "Is there anything else I can bring you?" If they say no, promptly give them their bill
and wish them a good day. Don't assume the man will pay. If it becomes directly
known to you during their visit which guest will be paying, you may leave the
check at the end of the table by him or her. Otherwise, leave the check in the
middle of the table. Check is always face
down. If it is inside a
check envelope, lay it flat on the table, don't stand it up.
13.
13
Take their payment. Inform your guest that you will prepare the payment
for them, i.e. change if cash or you will process their credit card for them. Never ask if they want change: Just break the bills and
return quickly with the change/receipt.
14.
14
When you return, thank
them and say something like, " It's been nice to see you" ,
"hope to see you again soon", OR if they seem to be lingering after
their meal, just say "thank you", as they may need refills and such.
·
After taking an order, repeat it back to the customers. This gives them
confidence in you, and studies show can result in bigger tips.
·
Learn proper table service manners: serve from the left, remove from the
right; beverages poured from the right as the cups and glasses are always on
the right; glasses never picked up when filling; bring fresh wine glasses with
every new wine; and MANY others... Books written on this subject include
"The Main Course on Table Service". Get one and read it. This
knowledge is critical for employment in an upscale restaurant, and
"couldn't hoyt" in a diner.
·
Learn the correct way to set a table: forks left, knives right, napkin
left(usually). coffee/teacup handles at 5o'clock with teaspoons parallel to the
handle... etc.
·
When clearing a table do it quietly as not to disturb the diners at other
tables.
·
If you have spare time: If two people are sitting at a
table and one goes to the restroom or excuses her- or himself for a moment, and
if the other person looks even slightly uncomfortable or awkward siting alone,
go by and make small talk until the partner comes back or as long as you can
before another table needs attention. (Do not fail to keep an eye on other
tables while doing this.)
·
Even if not required in training, memorize the menu cover to cover ASAP.
Talk to the kitchen to familiarize yourself with any specials. Taste sauces if
possible.
·
If you are not busy at the moment and notice a customer at another table is
in need of something, assist them. If you help out your fellow waiters, they
will be more likely to help you out as well. Good service (no matter who
provides it) will ensure that customers will come back - that's keeping your
paychecks coming.
·
Striking up friendly chat is usually recommended, but keep it short and
bear in mind that some customers desire privacy more than others and may become
irritated by intrusions.
·
Customers can boil up and become upset over the most minuscule things, such
as the wrong drink order. When this happens, stay calm and correct the
situation and apologize to the customer. You may find the LEADS policy helpful:
·
Listen to the customer's
complaint.
·
Empathize with the concern
("I know it can be frustrating when you get the wrong order...").
·
Apologize personally for the
problem, even if it isn't your fault.
o Do what it takes to make
it right with the customer, such as offering a free appetizer or other cheap
item, or reducing the bill (check with your manager).
o Stand by your promise.
·
Never tell a customer you will do something or "be right back"
and not do it. Do not promise to do something, anything, and not do it.
·
Interaction and cooperation among co-workers is crucial in the speed of the
deliverance of food. Be kind to others, though they may be sour.
·
Answering the phone may be part of the waiter's job. Clearly speak into the
receiver to be understood, and make sure you understand what the customer
wants. Always write down the customer's phone number.
·
Use caution when writing down orders.
·
Remember good drinks and quick service = good mood = good tips. Try your
hardest to keep their water/tea glasses filled without being intrusive.
·
Even when having pleasant conversation with co-workers, face your tables so
you can see if they motion or start looking for something. If customers see you
with your back turned, chit-chatting with a friend, they are more likely to be
annoyed and feel they are not receiving good service.
·
Keep a spare shirt or tie at the restaurant. Accidents happen and a sloppy
waiter is not good for the appetite.
·
If someone forgot to make tea and there is only enough for half a glass or
a little more, add more ice and fill the rest with water. Customers appreciate
fast service more than anything. Go back and start the tea. If they notice the
tea is weak (most won't), tell them you will start a fresh brew just for them.
·
Don't give each table the same speech. It's much more personal that way.
·
When serving couples, always take the woman's order first.
·
Smile A LOT! Depending on the environment you work in, make jokes, small
talk etc. to keep the mood light and friendly.
·
If a customer complains, don't try to blame it on the cooks, hostess, or
anyone else. Simply apologize and work to resolve the problem. Check with the
manager before offering discounts, comped meals, etc...If the customer is still
not satisfied, ask if they would like to speak to the manager.
·
When you get busy, make sure to let new tables know you will be with them
in just a minute. Don't get frantic, trust me, you'll start forgetting things.
·
Never talk about how long of a day you've had or complain to customers or
coworkers. No one wants to hear it. Leave your problems at the door and fake a
smile if you have to.
·
Be polite, call men Sir and women Ma'am or Miss.
·
Interact with the kids. Parents love it. If children are becoming rowdy or
irritable, offer to bring them crayons, paper, crackers, something to keep them
busy. The parents will often be very grateful.
·
Plates and silverware should always be brought before food arrives. You can
to this when you greet the table, or after you have brought the drinks.
·
Once you get into a routine, stick with it. Analyze it frequently to see if
there's anything you can to more efficiently.
·
Learn the menu, the ingredients and the cooking processes. Customers ask
weird questions sometimes and if you don't know the answer, be sure to ask
someone who does...most likely a manager.
·
Be friendly with your co-workers, bartenders, cooks, busboys. If they like
you, they'll help you out more and make you job so much easier.
·
Stay alert for refills, customers trying to get your attention, frowns from
guests, dropped silverware, spills, empty plates etc.
·
If the restaurant you work at does not give free refills, but a customer
asks for one, be sure to inform them and ask if they would like another anyway.
EditWarnings
·
Working as a waiter, especially one in a very busy restaurant, can bring on
a lot of stress.
·
Don't let one mistake trip you up the whole night. If you let one bad thing
get to you, you'll slip up more and more. Just shake it off, take a breather,
and move on. Talk to someone you like or respect and get it off your chest -
"I screwed up! I'm sorry" lightens the burden as does the honest
reply "...You should have been here when I was doing your job!!"
·
Never try to hide a mistake from management: You'll only make the problem
worse. Acknowledge it promptly and let them help you resolve the situation.
·
Keep it friendly...if people have a problem with you, or you with them,
just keep some space between the two of you.
·
Don't date your co-workers. This may bring trouble to the job site,
particularly if you split up, as you still have to see them everyday.
·
When customers get nasty or rude, stay calm, listen, and communicate. If
that doesn't work, grab the manager and let him/her deal with it.
·
If your friends come to visit, keep conversations short and treat them as
you would other clients. If they are not eating or ordering anything it is not
looked good upon if they stay for more than just a couple minutes.
·
Never go to a table smelling like smoke. If you are allowed a cigarette
break, follow it by washing your hands, rinsing your mouth, and when possible,
decontaminating your clothing by spritzing yourself with a twist of lemon.
·
NEVER contaminate a customer's food or drink, no matter how rude and
unreasonable they have been. It's unprofessional and could have serious
consequences for you if you are caught.
·
Pens that work, scratch paper, a table crumber, a lighter (if smoking is
allowed in the restaurant), and a waiter's friend (bottle/wine opener).
·
Comfortable, good quality shoes with a good grip (kitchens can be
slippery).
·
If you have long hair make sure to bring extra hair-ties just in case you
or a co-worker needs it
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