Lesson 2
The Basics
What Every Server Needs to Know
The Ten Steps of Service
Interactions
Taking Orders
Serving
Clearing
Teamwork
Payment
Interactions
(Use all the tips from Making a Good Impression in your interactions with customers.)
Gauge Your Table.
Size up your customer's needs. What does this table want from you today? Besides a meal? Do they want friendly chatter? Do they want speed? Are they in the middle of a business meeting or an intimate date? Your approach will differ based on the desires of the customer.
Do they want you to be invisible or do they want you to entertain them? Are they interested in getting to know you at all?
Acknowledge Special Occasions
Don't Interrupt or Be Intrusive
Avoid profiling your tables.
Give every table the same, high level of service regardless of your guesses as to how big your tip may be.
Resolve problems quickly.
If your table is not happy with the service or the food, ignoring the problem is not going to help. Bring in your manager if appropriate.
Write down the order and repeat it back.
Some veteran servers will encourage you to try to remember orders without writing them down. In general, customers just want their order executed correctly.
Have some things to say about menu items other than "good" or "delicious."
Savory, tender, delicately seasoned... Mouthwatering descriptions can help you sell dishes.
Taking Orders
Know the Menu
Upsell
Upselling helps the restaurant's bottom line, but also helps yours by increasing the bill. Suggest add-ons, salads, desserts as appropriate.
Serving Food and Drink
Anticipate the table's needs
Do they need extra napkins for a messy dish? Do they need ketchup for their fries? Bring them before they need to ask.
Do they have children? Should you bring the child's dinner out first?
Serve from the right.
There are some differences of opinion, but the majority of casual establishments appear to favor serving from the right.
Carrying trays
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Place the heavier dish closest to your body to help balance.
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Never stack food on trays.
Bring all entrée’s at the same time. (See above. Possible exception for children.
Check the dish before you deliver it to be sure it doesn't look sloppy.
Follow food safety guidelines.
Name the dish as you serve it. This helps catch any errors quickly and without stressing out the customer.
Hold the dish by the bottom, with your thumb on the rim. Avoid touching the food.
Clearing
Full hands in, full hands out.
Never waste a trip. Clear as you go.
Always ask if a customer is finished before clearing their dish.
Generally, clear from the right.
Don't stack the used dishes on the table. Try to avoid stacking at all.
Payment
Always bring the change. Don't assume that the remaining change will be tip.
Never ask if they need change. Just bring it.
Never take a tip from the table until after the customers leave.
Give back change in a way that allows them to tip you adequately but that doesn't overburden them with one's or five's.
Never take the signed credit card slip from the table until after the customers leave.
Teamwork
Befriend the hostess.
Befriend the kitchen staff.
Befriend the bussers.
Befriend everyone in the front of house and back of house. You will work in coordination with the other employees, and a good relationship with them will enable you to perform your job and serve your customers.
