1. If a guest is celebrating a special occasion, print out a copy of the menu and sign it on behalf of the staff & offer it as a memento. Anniversaries are perfect.
2. When a cocktail is ordered that no one knows how to make, or a guest says, ‘I had this amazing cocktail at………’ - call the venue they just talked about and ask them how to make it or look it up on the web. We once called a hotel in the U.S from Australia to get a recipe.
3. Whenever you sense that a male is taking his partner out through obligation and is uncomfortable, try to keep eye contact with him most of the time. Gently suggest things for him and his partner, like “a glass of bubbles for your wife sir and a nice cold beer for you?” Tell him “the steak is awesome and the fish is fresh”. The point is that these new customers are potentially very loyal ones in the future and they are extremely grateful for the comfort you provide. Regular diners know what they want but that random Valentine’s Day obligatory dining experience can be one of discomfort and signifies where the romance has gone in a relationship so it is up to you to send them away feeling good about their relationship. Job description: Waiter/Marriage Therapist.
4. Ever seen a cigarette packet outline in someone’s pocket or sitting in their hand bag? Why not suggest, ‘the smoking area is just over there should you feel like an after dinner cigarette sir.’ It always has an effect.
5. When a booking arrives for their table and they ask for a better one, or you can see a look of disappointment on their face, sometimes it is not possible to move them. It may become possible later in the evening once other diners have left. I would reset an empty table with water, any necessary cutlery, a candle and any other requirements before asking the guest if they would like to move. Most of the time they would be too embarrassed to take the offer if they thought it would make a fuss but if you have already gone to the trouble how can they refuse? This definitely improves your tip and most of the time squeezes a dessert or liqueur order out of them as well.
6. Always check for wedding rings before referring to a man’s company as Mrs……… they may not be married and it is usually a sensitive subject as to why the bloody hell not!
7. American Ladies are not comfortable with Madam as it suggests they are female pimps. Ma’am is suitable.
8. Never walk back to the bar or kitchen with empty hands. Surely there is a table to clear, a water jug to fill, an empty glass, an empty wine bucket, a cutlery plate or something you can do while walking from point A to point B.
9. When walking from point A to point B, look at EVERYTHING. Eyes on the section. Who cares that you have an order or your hands are full? Look around at all times! There is no greater skill in our jobs than this! You must know what is going on to control your section. Looking costs you nothing and tells you everything.
10. Have a code signal/noise to get your teams attention. At a couple of restaurants I have worked in we clapped twice at each other. It seems condescending but that is just bullshit pride. It is no different to a kitchen bell or a phone ring. It is a noise to get someone’s attention. You have no idea how much this can improve efficiency and get you out of a tough service. Imagine getting support from 20 metres away when you can see a guest is looking for you but you are tied up at a table. It is also impressive to watch from a customer’s perspective when they see a team gel and work together to nail a challenging service. Leave pride at the restaurant door.
#1 by ♥ Caz at February 19th, 2010
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Very wonderful points.
8,9,10. Very true.
#2 by waiterextraordinaire at February 20th, 2010
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Number 9 is really important when working a busy section.
#3 by PurpleGirl at February 23rd, 2010
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Number seven made me laugh!
#4 by PurpleGirl at February 23rd, 2010
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Also, I’m apparently an idiot who can’t remember her own web address.
#5 by Shaun Cooper at February 24th, 2010
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Purple Girl - yeah I think Mark got into trouble at some stage for calling an American lady madam - would’ve been funny to watch. also, who called you an idiot and what happened?
#6 by nativenapkin at February 28th, 2010
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I always refer to women older than me (an increasingly shallow pool) as “Madam” and those younger than me as “Miss”.
A charming bit of Southern tradition is to refer to a married woman you with whom you are acquainted as “Miss,” followed by her first name, as in “Miss Janet”. I do that here in California and I get some very condescending looks.
Nice blog. So glad I found it (via Steve “Teleburst”s blogsite.)
#7 by Shaun Cooper at February 28th, 2010
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nativenapkin - good to have you on the site, thanks for visiting. I used to work with a guy who often used the ‘Miss Janet’ way of addressing someone and it always made me cringe a little - especially when I saw the reaction to it! In saying that, some people do like it. It makes them feel a little bit important!