Table Maintanence

     Remember when you were having a family dinner as children and the table became congested with empty glasses, plates, cutlery and so forth?  Well, it is the same situation when guests have to deal with a messy table. In  many instances I see servers that don't even take the initiative to make sure that their  guest's table is free from excess items. ie. empty glasses and bottles, unused cutlery, finished plates.  Not only is this a lack of courteousness toward the guest but it represents a bad reflection on the establishment itself.  A clean table shows that the server cares and takes pride in their work. Imagine if someone was trying to conduct business and can't even place a pad of paper on the table.

    This brings forth another important point. Servers need to work as a team to ensure that each others section is free from clutter.  Now I am not saying to consistently intrude on your fellow co-workers domain, but have an eye and offer assistance whenever possible. It all works out in the end and the person that benefits the most is the guest.

Chit Chat

A very common derivative in the restaurant industry has always been the ability to socialize with one another.  This may occur with clients or your co workers.  Customer service cannot co exist properly without the ability to engage in a simple conversation with your customers.  Now I am not stating that life stories need to be exchanged, but a courteous conversation certainly can make a guest feel welcome. Be friendly.(not overly)  and be careful you don't appear artificial. Remain professional but not snooty and let your genuine personality speak for itself.
     Now this brings us to a very important situation; how long does a server remain at the table before it is time to retreat.  That depends on many factors. The customers themselves ( Do they just want to briefly say high). How busy is the restaurant and how many other clients need your attention?  One rule of thumb that I still to this day stick by to is the KISS rule (I am not talking about my favorite rock band);I am talking about  Keep it Simple Server. Generally couples like a little privacy. So unless they want to have a discussion with yourself, it is safe to say that they would like that privacy. Single diners may like more attention ( unless they are a restaurant critic) but some may just want to relax.
Large parties do require more attention due to the fact that numerous people are talking at once. If u feel that you are stuck at a table for a lengthy period of time and other guests need your attention,  politely excuse yourself and request help from your co workers or even the manager.  Never feel to proud to ask for help.  Your guests will benefit from this.
      On the other side of the coin is the ever increasing "water cooler" discussions amongst employees.  What you may ask is a water cooler discussion?  This is the gathering of individuals in the workplace that eat up the time card at different time intervals.  In reality, they should be focusing on making sure their guests are being looked after. Time and time again I see employees chit chatting just for the sake of it.  If u need to talk to someone talk to your guests and make sure they are happy.
As an employee I have encountered this dilema numerous times amongst my fellow coworkers; and have experienced this  as a guest in other restaurants.
      The other socializing problem in the workplace is the use of  smartphones while on duty.  In my opinion, cell phones should only be used if is absolutely necessary; and Im not talking about when you are expected to meet someone after work..  I actually caught my server texting while I was looking at a wine list.  I guess I wasn't important enough to her. Well her gratuity went down almost to nothing,
      So remember, as a server u are hired to sell food and beverage for that company , make them money and to treat those guests in a professional manner.  In return you will mostlikely earn a respectful gratuity.
     
     
   

Setting up For Service

Nothing is more frustrating than coming in to a work establishment and finding out that one does not have the materials to do the job efficiently. Without the proper tools, productivity certainly diminishes. Now this can be taken in two different contexts. . The first are the materials provided by the employer and the second by you the employee.  Both parties should work together effectively and communication between the two must co exist. Once an agreement has been fulfilled on what materials are needed, then it is up to the sever to start there shift as a professional.
     All severs should carry at all times a proper corkscrew, (if selling wine) a lighter, proper working pens ( minimum 4) and a notepad.  Having a backup of these items is an asset. There have been times where the corkscrew broke, the lighter ran out of butane and the pens stopped working. All I am saying is be ready at all times.

MIS EN PLACE
    In general, this is a classic French term used in the hospitality industry meaning "put in place" as in set up.  It is used in professional kitchens to refer to organizing and arranging ingredients that are expected to be prepared prior and during a shift. This is also applied to the front of the house.
Are table setups ready for turnover? Are the backup condiments ready if needed? Does the bartender have backup ready for beer liquor and wine? Is there enough ice ready for that shift.  Each establishment differs when it comes to mis en place but one thing remains the same. Be 100% ready for each shift and DO NOT assume that you wont need that certain item for service.  Expect the unexpected.

DAY SHIFT AND NIGHT SHIFT.
    

Be Articulate. Speak Properly.

        Ever since the social media scene hit many years ago, numerous individuals are now sounding like they are either out of a futuristic vocal world or a member of a slang democracy.  When people speak to each other, to many short forms are being used and it is becoming an epidemic.  What ever happened to an intelligent conversation without all the necessary jargon.  Now I am not saying that people should sound like a pompous individual, but take the time to at least be precise on words spoken.
        A proper vocabulary is essential in business today and the restaurant business is no different.  I have been served by employees that have used profanity, slang, and a minimal sentence structure.  I did not major in language but if you want to make money, then sound like a professional.  Below, are words and sentences used and suggestions on how to rephrase them.

     Hey, hows it goin?                                                           Good day. How is everyone today?
     Follow me!                                                                      This way please
     Are you ready to order?                                                   Have you made any decisions?
     Do you want help?                                                           How may I assist you?
     Do you want an appetizer?                                               Would you care for an appetizer ?
     Have a good one (my worst comment)                              Have a nice (or pleasant) day
     Hey folks                                                                          Hello everyone
     Is that it?                                                                           Will that be everything today?
     UUHH let me see.                                                             Well, I'm not certain but allow me to inquire
     What?                                                                                Pardon me?
      No Problem                                                                      You are most welcome
      Guys                                                                                   ladies, gentlemen, or everyone.
     As you can see, there are numerous ways to begin or end any conversation.  The proper choice of words really does have an impact on your sales because people do want to listen to an intelligent individual who takes the time talk business. I sometimes use a Thesaurus if I find that I'm using certain words to often .  You will notice that your gratuities will increase.  Mine did.
   

Look Professional, Feel Professional, Act Professional.

     This is who I am; "A professional".  To many servers nowadays treat their serving job merely as a way to socialize with their peers and make income on the side.  If this were the case then why not join a social network and be part of conversation group.  What I love to see is when servers look and act like a professional and treat their place of employment with the utmost respect.  This is a serious job that requires serious attention.
     Some may argue that working in a less than formal atmosphere doesn't require serious professionalism but I beg to differ.  The customer is paying hard earn money to be served and treated as a guest in your establishment.  If you want to "earn" a gratuity, then you had better well take your job seriously.  I see so many servers nowadays in the back or on the floor gossiping and talking about instances that have nothing to do with work. You are hired to serve guests and "sell"  You can socialize after work.
       Looking professional does not mean that you have to spend extensive amounts of money on attire and cosmetics, but at least make sure that your shirts and pants are clean, pressed and that your shoes are polished.  Shower before you arrive at work and make sure that you look presentable.  There are things that can be offending towards guests.  They are body odor, extensive amounts of perfume or cologne and bad breath. Personal hygiene is a must.  If you have long hair then tie it appropriately .  Nobody wants to be served by someone who looks like they spent the entire evening the night before at an all night rave club.  We all have had late nights . Get a good sleep the night before and you will look and feel like a million bucks.
      This is for the female servers and bartenders.  Do not wear a lot of makeup as this may look like you are covering something.  You are beautiful inside and out so show it naturally.  Keep expensive jewelry at home.  Believe it or not  but some guests may notice and will assume that your income is to high to leave a proper value of a gratuity.
       Have you ever heard of the saying " I feel like a million bucks"? Well, believe it or not guests and customers notice. If you have no enthusiasm about what you do and where you work, clients will certainly feel that they are not welcome. How can one sell the dining experience if he/she doesn't show that they want to help out the guest.  I'm not saying that a server should put on that fake smile but be courteous and stick to that other famous saying; "Do and treat unto others as you would have done to you"
     To be a professional one must act as a professional.  I truly believe this.  How many times have you phoned a restaurant and the person answered by only saying the name of the establishment itself?  Not to enticing is it? Individuals should answer the phone in a professional manner that will show the customer that you appreciate their call and you are their to help them.Other methods of answering the phone may be " Thank you for calling ABC restaurant how may I assist you? Or one could answer the phone by also mentioning  their own name.  For example; "Thank you for calling ABC Restaurant this is (your name) speaking, how may I assist you?   As you can see by answering the phone with graciousness, the customer feels relaxed and is not afraid to inquire about anything.  Remember, this is the first interaction with a future client.


  

PRS Day 2 "Let's Get Started With Attitude!

      Have you ever gotten up in the morning and said "This is going to be a great day."  Well, I do this every day whether it's my day off or if I'm scheduled to work.  By having a positive attitude towards the entire day, people notice you by your overall body language.  If you feel sluggish, angry, frustrated or even lazy, I feel people will notice this karma just by feeling it through the air. Now I'm not saying that negative feelings are never apparent, but one must control their emotions once they enter the workplace.  Work to the best of your professional ability.  We have all had bad days and that's the key; "HAD".  It's in the past and we can't change it but we can certainly can correct circumstances and provide a better future.  You have to move on.  
       If others around you notice that you feel like you are on top of the world, then people may be interested on what you may have to offer.  So remember,  having a positive attitude before work leads to a better working atmosphere.

        GOAL SETTING
         Set positive goals for yourself each day before you leave for work and do what it takes to accomplish these goals.  Some examples may be to increase your guest check by as little as 10%, helping your fellow employees set goals, or finding new strategies to increase the company's profits.  Remember, more profits = more gratuities for you as a server.  One of my favorite goals is to make sure that each and every one of my guests leave happy and satisfied and to return (with possibly new guests) with an expectation of a better than before dining experience.

Day 1  "Overview"
            Each day is a different day in the restaurant industry, but one thing remains common; profits, productivity and overall customer satisfaction.  One must realize that for some, being a server is a temporary job; but for others ( including myself ) this a a full time profession and we must treat it like a profession.  Others may contradict what I am saying, but these are the people who just merely want to "take their money and run".
            Welcome to the restaurant business; where the turnover rate amongst servers is ever increasing.  This may be due to a change in career paths, a change in the company itself, a pandemic like Covid 19 or even the most dreadful reason; termination.  Some servers take this for granted and treat there employment as if they are untouchable.  I'm sorry people but everyone is replaceable. This is my livelihood that puts a roof over my family's head, food on the table and clothes on my children's back.  This is what I do and I am damn good at it.  Over the next few chapters I will  discuss how servers can make a comfortable living using my expertise.