Waitersfriend

Our industry is a very personal one. We are working face to face with our customers in an upfront manner. This emphasizes the influence of First Impressions.

A waiter that walks straight past a guest at the door or someone trying to get your attention is stating “we do not prioritize you or your needs, so you should go some where else” which is exactly what they’ll do! Rude & arrogant waiters that don’t acknowledge people immediately will automatically get people off-side. No amount of recovery work will change that first-impression and as the saying goes “first impressions last forever.”

Place yourself in their shoes and think of how you would like to be treated. Greet the customer by their names if they are a regular customer, use a line like “How may I help you?” or “good evening, may I help you?” as this gives them a chance to tell you what they want. This is important as the guest may only want to enquire about a future booking or to look at a menu. Approaching & asking if they have a booking may come across a little rude if they are not there to dine.

ALWAYS remember to SMILE while greeting them!

Some establishments have a bar area so once you have established that the guest is here to dine you can offer them a seat in the bar area for a pre-dinner drink or cocktail. This really improves your spend per head and allows you to manage the flow of orders to the kitchen in peak trade times. 

If seated in the bar offer the menu for perusal. This aids by being able to take them to their table and getting an order very quickly. You can even take the order in the bar and have the table set before they get there. Again, this is fantastic for time management in busy periods.

When taking someone to their table walk calmly. It is something that was demonstrated early on in my career that I have since found invaluable. Never walk too fast when leading a guest to their table. Walk gracefully at a moderate speed and monitor how far behind they are so as not to lose them if they have been held up. Keep you head high and your shoulders back. It makes a huge difference. This is all part of the first impression.

Pulling out chairs is something that needs to be gauged. If possible I will always pull out the chair for the lady at very least. I endeavour to pull out all chairs but sometimes it can be very clumsy weaving through all the guests. The best scenario is anticipating that the Maitre D is approaching your section with guests. This allows you to pull out the chairs as they approach. You can then stand back and move closer once the lady/ladies have decided upon their seat and assist by helping push the chair in.

Once seated start placing napkins on laps and start your interaction with your guests. I always introduce myself during this process but for some situations this is not always appropriate. While introducing yourself you may offer a drink or ask what kind of water they would like. Sparkling or Still?

When handing out the menus, wine or food, you MUST inform them of any changes. DO NOT let them decide upon something that is not available.

First impressions last for ever and if you get this process right your customers will generally return and also pass on the good word to others. It affects the entire perception for the rest of the night. The food & service will also be perceived much better if the first impression is good

I have regularly said to Chefs who do not appreciate floor staff that “if I stood at the front door picking my nose you would have no customers to serve!” And likewise if someone wants to see your menu and you are pleasant and genuinely want to help them they will assume that their dining experience will be managed just as well.