Restaurant Staff Service Tips
Contents
1. VISA Introduction The Author Table of Contents Service Techniques Be There For Your Guest Guest Connect Service Timetable Serving Children Wine Service The Up Sell Guests From Another Planet Serving the Visually Impaired Handicapped and Elderly 10 What Do Guests Want back next Restaurant Staff Service Tips VI SA What Do Guests Want nu Casual and comfortable are in stuffy is out The Author Table of Contents Guests want great service but what they get is often lacking Service Techniques If you are really interested in providing the best possible service Be There For and want to exceed expectations then go to the restaurant you Your Guest work at with a friend and have dinner You will see everything the Guest Contes way your guests see it Once you identify any weaknesses you will become a much better server and your tips will likely increase as Service Timetable the quality of your service increases Serving Children Wine Service The Up Sell Guests From Another Planet Serving the Visually Impaired Handicapped and Elderly 10 What Do Guests Want back next Restaurant Staff Service Tips VI SA 10 What Do Guests Want Casual and comfortable are in stuffy is out Introduction The Author Table of Contents Walk in unannounced When your server arrives ar ervice Techniques When you walk into the restaurant unannounced e g none of the Does your ser2. increases tips From server to salesperson All servers should become sales people because that is really their job You need to meet greet connect and deliver a set of goods If you actually sell the goods to the guest you can better meet the goals of the connect discussed earlier and better meet the needs of the guest by showing them you know your way around the menu If you think of yourself as having the opportunity to promote items and as a result you are going to get a 15 commission rather than a tip you are in a better position to earn more money Incentives Some restaurateurs provide incentives others don t If your management team doesn t that should not deter you and your fellow sales staff Create an incentive to make you all work harder drive more and sell more Chip in for a bottle of Scotch pool some money and set your goals who can sell the most desserts the most bottles of wine the most side dishes the most appetizers who can earn the largest percentage tip on a credit card Each one of these ideas will make you work harder on one area of the business and provide you with a benefit for being the best By switching your incentives around from one idea to the next you will develop new selling techniques and work on better service standards Try it internally run each competition over a two week period of time and keep it going every two weeks With 6 servers in a restaurant the
3. The guest connection transforms the relationship between the service staff and the guest and if executed correctly eliminates most barriers and surprisingly most complaints Eliminate guest complaints Once you have the guest on side and have created a relationship other than just one of server and guest everything else becomes easy Guests no longer complain if they have a relationship with you and you put yourself in a position where you can provide them with information about what is going on If dinner is going to be longer than anticipated because of a kitchen backlog if you forgot to put in their entire order if the food is overcooked or cold if the music is too loud or if the room is too cold or too hot a guest is likely to complain Once a guest is in the complaining mode it is very difficult to get them back to a happy state and once one thing goes wrong there is seldom an opportunity to make things right again that is if you are their servant rather than their friend If you make the connect then the guest can inform you of issues in a different manner asking for help or asking what is going on Then you as a friend can solve those problems either by providing polite explanations or by being proactive and informing the guest that there is a delay due to a certain reason and hoping that they do not mind the wait In time of concern you can always buy them a drink or drop a snack on the table
4. 1 to 1 5 ounces of wine for the host or person who ordered the wine so they can try it While they are trying the wine stand next to them holding the bottle with the label facing out Most guests enjoy the fact that servers present the cork to them Cit is a ritual and while some sniff the cork the main purpose is really so the guest can examine the condition of the cork If it is rock hard it has dried out and air may have gotten into the wine and oxidized it If it smells musty there may be a problem with the wine If the cork feels wet and spongy air may have gotten into the wine f there is a red wine stain on the outside of the cork it is no longer airtight as the seal has been broken and air has gotten into the wine 6 Wine Service A fantastic way to increase sales customer satisfaction and your tip gt A guest may complain that their wine is off or corked That simply means that the wine has reacted to something in the cork e g the chemical used to bleach and wash it When this happens the wine will give off a very distinctive odour which is dank and musty like an old book or smells of vinegar This will turn the wine and make it undrinkable If the wine is off then suggest to the guest that you bring out another of the same bottle sometimes an odd bottle is poorly sealed or suggest another similar varietal wine Once the host has indicated that the wine is fine pour wine
5. Guest Connect Service Timetable Serving Children Wine Service The Up Sell Guests From Another Planet Serving the Visually Impaired Handicapped and Elderly 10 What Do Guests Want back next Restaurant Staff Service Tips 1 Service Techniques Understanding the terminology and professional standards Clearing the table Clear the dishes only when all guests have finished eating each course You can usually tell that a guest is done when the fork and knife are placed in a parallel position on the plate If you are not sure ask if they are finished If the answer is yes remove all soiled dishes cutlery wrappers and anything accompanying the particular course before serving the next item gt Always clear dishes from the right of the guest with your right hand if possible Move from guest to guest in a counterclockwise direction If you are carrying the dishes always take only what you can comfortably manage never stack the dishes on the table If you are using a tray on a tray stand remove the dishes quietly and discreetly You may scrape and stack the dishes on a tray but only put on the tray what you know you can comfortably carry When you have finished removing all the dishes glassware and cutlery from each course you should crumb the table This is the process of sweeping any loose food particles onto a plate with a clean folded napkin or a crumber Never brush food debris onto the floor or onto y
6. Saying goodbye It has been found that the guest connect works best if you still care about the guest after they pay their bill and give you a tip The guest connect is not a hustle but a sincere interaction with your guests If you work it correctly the guest will return and ask to be seated in your section VISA Introduction The Author Table of Contents Service Techniques Be There For Your Guest Guest Connect Service Timetable Serving Children Wine Service The Up Sell Guests From Another Planet Serving the Visually Impaired Handicapped and Elderly 10 What Do Guests Want back next Restaurant Staff Service Tips Service Timetable A practical guide to efficient service Restaurants are no longer patronized by individuals who are in need of nourishment alone People dine out for a variety of reasons and choose locations based on quality of food atmosphere and service Service staff should be natural during the service period Beyond that the restaurateur should control guest staff interaction through the introduction of minimum standards which should be set as to the minimum number of table visitations that the staff should conduct To that end the Service Timetable helps facilitate proper interaction between the two parties VISA Introduction The Author Table of Contents Service Techniques Be There For Your Guest Guest Connect Service Timetable Serving Children Wine
7. The main difference between American service and the other types is that the food is plated in the kitchen and served to the table with most of the food on the entr e plate The food is served from the guests left and the beverages are served from the guests right All soiled dishes are removed from the guests right In this manner the server s hand and arm are away from the guest Depending on the degree of formality of the meal there may be two three or four courses With each course the used silverware is removed and new silverware is brought to the table for the next course For example if a guest was having steak and another guest having lobster the steak knife and lobster fork and crackers would be brought out after clearing away the dirty dishes from the previous course but before the steak and lobster arrive at the table There are other styles of service used in many restaurants such as banquet service family style service and buffet style service However with these types there is much less interaction with the guest and they comprise a less rigid approach to the above noted standards VISA Introduction The Author Table of Contents Service Techniques Be There For Your Guest Guest Connect Service Timetable Serving Children Wine Service The Up Sell Guests From Another Planet Serving the Visually Impaired Handicapped and Elderly 10 What Do Guests Want back next R
8. for everyone at the table starting with the women then the men and finally the host whether male or female When pouring wine ensure that the bottle remain relatively still do not rest the neck of the bottle on the glass and fill the glass only one third to one half in volume This allows the guest to swirl the wine to enjoy the nose aroma and to examine the colour and legs viscosity of the wine should they decide to do so Once you are finished the pour place the wine Cif red at the end of the table with the label facing the table If the wine is white place the remaining wine in an ice bucket with a napkin draped over the bucket either on or next to the table VISA Introduction The Author Table of Contents Service Techniques Be There For Your Guest Guest Connect Service Timetable Serving Children Wine Service The Up Sell Guests From Another Planet Serving the Visually Impaired Handicapped and Elderly 10 What Do Guests Want back next Restaurant Staff Service Tips 6 Wine Service A fantastic way to increase sales customer satisfaction and your tip Special wines In some restaurants where older red wines are served it is appropriate to decant the wines This is a process where the wine is poured into a glass decanter in order to allow the wine to open up or breathe It also allows the server to remove the sediment that has settled at the bottom of
9. Always refer a guest problem to the manager on duty even if you have solved it A visit to the guest by the manager demonstrates Ors Guests From you are taking their situation in hand and making sure they are can t Another Planet happy All guests like to have the manager visit their table it makes i 3 i Wh ti d positi t disast Serving the Visually them feel cared for and special A second person can also diffuse en you are proactive and positive you can turn a disaster Impaired Handicapped the situation and introduce another perspective letting you get into a success and Elderly back to your immediate job 10 What Do Guests Want back next Restaurant Staff Service Tips Serving the Visually Impaired Handicapped and Elderly Lending a helping hand pays big rewards to all Every guest must be treated with the same level of dignity and service quality not withstanding any handicap visible or not that hey may have These groups have their very own needs that must be attended to in order to execute a high level of service standards n many cases restaurants are ill prepared to assist these groups of individuals and it is imperative that individual servers can step up to the plate Here are a few ideas that can be implemented and which if done nicely and with respect can generate increased sales and obviously tips Many of the concepts noted below apply to all three groups and some to specific one
10. Techniques Be There For Your Guest Guest Connect Service Timetable Serving Children Wine Service The Up Sell Guests From Another Planet Serving the Visually Impaired Handicapped and Elderly 10 What Do Guests Want 08 back next Restaurant Staff Service Tips 5 Serving Children Make them happy and they will keep their parents coming back Instant food First and foremost children expect instant food When they are called to the dinner table at home be it for breakfast lunch dinner or snack time the food is usually on the table waiting for them They arrive at the table eat and disappear When children go to a quick service restaurant QSR they experience almost the same speed as when they are at home and QSR is where most parents take their children for their first dining experiences By understanding this need for instant food a restaurant and its service staff can focus on satisfying this need and if you do you will go a long way in making the dining experience a pleasure for the children and more importantly for the parents Obviously the food in a full service restaurant cannot be instant however by ensuring that the children at the table are provided with some sort of snack almost as soon as they sit down or shortly thereafter they will have something to eat and their parents will be thankful Bring their meals quickly When taking an order from a family that has children ask t
11. experience in mind Here are a couple of suggestions that Be othe Do Guests Want may work back next Restaurant Staff Service Tips Guests From Another Planet A survival guide We have all experienced the guest from another planet The episode replays itself over and over in your mind you tell all your co workers your friends and family about it It was that one situation in which you felt absolutely out of control there was nothing you could do or say to satisfy that guest There will always be guests like that but there are a few things you can do to make it easier for everyone and turn this situation into a great time for everyone Guests will remember the server who saved the day and turned things from terrible to wonderful VISA Introduction The Author Table of Contents Service Techniques Be There For Your Guest Guest Connect Service Timetable Serving Children Wine Service The Up Sell Guests From Another Planet Serving the Visually Impaired Handicapped and Elderly 10 What Do Guests Want back next Restaurant Staff Service Tips Vi SA 8 Guests From Another Planet A survival guide Introduction The Author Table of Contents Don t get angry Identify the situation When a difficult situation occurs don t get angry upset scared If you approach your guests to welcome them and take a drink Service Techniques Be There For or be rude to the guest Take control of t
12. service allows the server to spend more time at the table with the guests as the service of the food is more formal and therefore more leisurely This is an environment where service skills and server personality can definitely increase the enjoyment of the guests VISA Introduction The Author Table of Contents Service Techniques Be There For Your Guest Guest Connect Service Timetable Serving Children Wine Service The Up Sell Guests From Another Planet Serving the Visually Impaired Handicapped and Elderly 10 What Do Guests Want back next Restaurant Staff Service Tips 1 Service Techniques Understanding the terminology and professional standards English Service English service is used occasionally in a private dining room of a restaurant or at a club but most often is used by service staff in a private home The food is arranged on platters brought to the table and placed with the heated plates in front of the host The host then carves the meat or entr e dishes out the vegetables and hands the plate to the server standing at his left who then serves the guests starting with the hostess then the guest of honour and finally all other guests All sauces and side dishes are placed on the table and are passed by the guests themselves American Service American service is less formal than French Russian or English and is the style most commonly used in Canadian restaurants today
13. the customer that you acknowledge they are and Elderly together to create the guest experience If a customer feels that upset about the situation employees in a restaurant A server a busser a hostess a manager Acknowledge the complaint they were treated badly by one staff member everyone else on 10 What Do Guests Want staff suffers as well back next Restaurant Staff Service Tips VI SA 8 Guests From Another Planet A survival guide Introduction The Author Table of Contents Apologize courteously Don t let it get you down Si Tachinigles This doesn t mean that you have done something wrong it means Don t allow a small problem to become a big one Deal with you are telling them you are sorry they are upset There is a big problems immediately Always be positive when handling guest Be There For Your Guest difference between the two complaints Take action take control don t give excuses and re never say Guest Connect Act immediately to try to remedy the situation Offer to replace the steak tell them the drinks will be out The kitchen is overloaded Service Timetable momentarily and you will be back in three minutes They are in It s the chef s fault Serving Children your restaurant to eat and to have a good time not to spend the We are really short handed today evening arguing with the staff 9 Wine Service t s not my section just started today The Up Sell
14. which has a small burner for saut ing and tabletop space for finishing the food Some familiar items prepared in this manner are Steak au Poivre Pepper Steak Caesar Salad and Flamb ed desserts Once the food is prepared it is served to the guests on heated plates from the gueridon This type of service is quite labour intensive and at times can require two servers however guests usually love the show and it allows the server to spend much more time one on one with each table Usually the greater the skill level of the server providing the service the greater the appreciation of the guest and the better the tip Russian Service Russian service is similar to French service in many ways as it is also quite formal and elegant and the guest receives a great deal of one on one time with the server The main difference between French and Russian service is that all the food is prepared and arranged on formal or silver serving platters in the kitchen The server brings the platters and heated dinner plates to the dining room on a tray which is placed on a side stand The plates are placed in front of the guests from the right proceeding around the table clockwise Then standing to the left of the guest the server presents the platter of food and using a large spoon and fork serves the desired portion to each guest The server moves around the table counter clockwise All un served food is returned to the kitchen This type of
15. Another Planet Serving the Visually Impaired Handicapped and Elderly 10 What Do Guests Want back next Restaurant Staff Service Tips 3 Guest Connect A sure fire way to increase tips and keep guests happy no matter what What is important Most restaurateurs will say that the most important thing a server can do is wait tables with efficiency take on as many as they can and maximize sales However sales maximization should be looked at over a longer period of time than just one visit and to do this the guest must feel as welcome in the restaurant as they would in their own dining room at home It is true that the fewer tables a server has the better the level of service that can be provided When going after the guest connect the fact is a server can earn increased tips by providing better service to fewer tables than by providing adequate delivery service to more tables Smile Everyone should smile all the time when on the restaurant floor The restaurant is a stage and the staff are actors so SMILE all the time Stand straight don t slouch and SMILE Shift the job focus If the server s primary job is shifted away from delivering food to the table to connecting with the guest a relationship with the guest can in fact be formed in a very quick period of time We believe that the guest connection is as important for the server as the host cooks and every employee
16. Restaurant Staff Service Tips VISA Restaurant Staff Service Tips VI SA nt rod u ct O n Introduction The Author Table of Contents This guide has been developed by Visa in order to provide service Service Techniques staff with guidelines and suggestions aimed at increasing service standards and gratuities Be There For Your Guest This guide runs through a series of service techniques and Guest Connect standards and makes useful suggestions that are easy to implement and may increase the level of fun you have during Service Timetable your career While the guide may seem a little weighty any one Serving Children of the suggestions offered once implemented could have an g immediate impact on the quality of service you offer and the Wine Service financial benefits you may receive The Up Sell We hope this guide assists you and benefits your career by making Guests From it more rewarding on a personal and financial basis Another Planet Serving the Visually Impaired Handicapped and Elderly 10 What Do Guests Want This publication contains the opinions and ideas of its author and is designed to provide useful advice in regard to the subject matters covered The author and the publisher are not however engaged in rendering business accounting or other professional advice or services in this publication This publication is not intended to provide a basis for action in any particular circumstances without c
17. Service The Up Sell Guests From Another Planet Serving the Visually Impaired Handicapped and Elderly 10 What Do Guests Want back next Restaurant Staff Service Tips Vi SA 4 Service Timetable A practical guide to efficient service Introduction The Author Table of Contents The 10 step approach The Service Timetable is a 10 step approach which could increase 2 Inmany restaurants guests sit for an inordinate length of time Service Techniques customers positive experience at the restaurant while ensuring before they are approached by their server The Service Be There For that the service staff is providing the utmost attention to their Timetable suggests that the staff member should arrive at the Your Guest guests Management along with service staff should set time table within one minute of guest seating It is best to provide a Cais Connick periods against each of the 10 phases so that the Service warm greeting and to take the drink order at this time In cases Timetable works best at your restaurant where service staff is too busy to attend to the needs of a table Service Timetable as soon as they are seated the server should approach the 1 The guest should be greeted at the restaurant s entrance table still within the one minute timeframe advise that they Serving Children promptly by the host hostess or manager and escorted to an will be the server but are presently busy so they will be with Wine Ser
18. Staff knowledge Service Techniques Suggestive selling Be There For French Service Delivering a bottle of wine to the table Your Guest Russian Service Special wines English Service Final notes American Service The Up Sell Serving etiquette From server to salesperson Be There For Your Guest Incentives Service Timetable Readying the restaurant oe Suggestive selling 3 Greet the guest ses Sell what you like Serving Children Rotate the dining room Sell larger portions Get to the table Guests From Another Planet Guest rotation system Don t get angry Approaching the guest dentify the situation Table maintenance Don t let it get you down The Up Sell Present the guest cheque eE Serving the Visually Impaired Handicapped and Elderly But the service has not ended a Guests From 3 Guest Connect Escorting to the table What is important Helping with coats idea dices Serving visually impaired Shift the job focus Ps Presenting the check Serving the Visually 4 Service Timetable es Saying good bye Impaired Handicapped The 10 step approach A 10 What Do Guests Want Er and Elderly Flexible timetable ja Walk in unannounced 5 Serving Children When your server arrives Instant food Delivery Bring their meals quickly a Look around Special menus de Pay your bill Entertainment As you leave Service Techniques Guest Connect Wine Service 10 What Do Guests Want back next Restaurant Staff Service Tips Service
19. Techniques Understanding the terminology and professional standards There are many types of restaurant service from formal to casual and from quick service to fine dining It is helpful to be able to identify and understand all of these service styles and to know when and where to use elements of each of them Most styles of formal service originated in the great houses of European nobility and have been modified over the years for restaurant usage Many restaurants have taken elements of one or more types of service and combined them to accommodate their own style menu or image Following you will find an overview of each type and a description of basic serving etiquette VISA Introduction The Author Table of Contents Service Techniques Be There For Your Guest Guest Connect Service Timetable Serving Children Wine Service The Up Sell Guests From Another Planet Serving the Visually Impaired Handicapped and Elderly 10 What Do Guests Want 08 back next Restaurant Staff Service Tips 1 Service Techniques Understanding the terminology and professional standards French Service French service is distinguished by the fact that the food is cooked or completed tableside in front of the guests The service is quite formal and very elegant The food is brought from the kitchen on heavy silver platters or chargers and placed on a tableside cart called a gueridon The food is prepared on the gueridon
20. There For m Ye t guest When a guest asks what is good you have to be specific they really want our Gues they are opening the door for you to sell them what you would like If someone orders a glass of wine suggest a half carafe Guest Connect which is the same price as two glasses but provides the volume of three Service Timetable If someone orders a steak suggest the larger one for 5 more a great deal Serving Children to sell them so go for it Be genuine my favourite dish is the brisket platter and always substitute the beans for the asparagus although the asparagus cost a little more and you have the sale complete Then upsell a little our house draft was brewed specifically for us and is amazing with the brisket and Wine Service Selling techniques are an essential tool for a server to carry just you have another up sell completed don t over do it and you will be able to increase your average guest The Up Sell cheque by at least 10 Sell larger portions Giese Ron think up selling has advantages and disadvantages so Another Planet encourage you to be careful Ultimately you don t want the guest i Serving the Visually Impaired Handicapped sold them too much If they feel that way they may not come back and Elderly to over buy so they are unable to finish their meal and feel that you again As a result up selling should be done carefully and with the D guest
21. Up Sell Guests From Another Planet Serving the Visually Impaired Handicapped and Elderly 10 What Do Guests Want back next Restaurant Staff Service Tips 2 Be There For Your Guest From before they arrive to after they leave Readying the restaurant Show your guests and your neighbours you care by being out in front of the restaurant everyday sweeping the side walk replanting and watering flowers shoveling the walk in the winter and washing the windows Many fine dining establishments actually run a hose from the front of the building and wash the sidewalk as well anyone can do this and it shows a high level of care to cleaning the outside A guest will think that the cleanliness and service inside is spectacular Greet the guest Every guest should be individually and personally greeted as soon as they enter the restaurant The host or manager should not be running from the back of the restaurant to the front trying to say hi to each guest Rather the host should be at the front door waiting for the guest as though this is the most important item on their daily agenda helping with the door assisting with a coat or an umbrella and providing a warm welcome The initial greeting to each guest should be that of a long lost friend When seating guests the host should escort them to the table and offer the table pulling out a table next to a banquette to allow for easier access and holdin
22. and its ultimate turnover Desserts should be picked up from the kitchen within three to five minutes of being ordered and should be brought directly to the table Once again depending on the style of service and the type of dessert offered it will take approximately 10 minutes for the guest to consume dessert Once dessert is completed and the server has asked if anything else is required and the guest has indicated that they are done the guest cheque should be presented If the guest does not want to pay quickly they will likely let the guest cheque sit on the table for a while However if they are trying to leave the restaurant quickly prompt delivery will be noticed while slow delivery will be considered poor service VISA Introduction The Author Table of Contents Service Techniques Be There For Your Guest Guest Connect Service Timetable Serving Children Wine Service The Up Sell Guests From Another Planet Serving the Visually Impaired Handicapped and Elderly 10 What Do Guests Want back next Restaurant Staff Service Tips 4 Service Timetable A practical guide to efficient service 9 In quick service and theme restaurants as well as in fine dining restaurants where people are lunching most guests pay quickly and want to carry on with their normal activities It is therefore imperative for the server to pick up the check and payment as soon as possible Always return the ch
23. ange even if it is just a few cents and never ask if the guest wants change it s like asking are you going to leave me a tip 10 The table should be cleaned and reset within two minutes of the departure of the guests This has several benefits It shows the guests who remain that you are concerned about cleanliness and it provides you with the opportunity to turnover the table quickly thus potentially increasing sales and the resultant gratuity Flexible timetable The optimum service is the sum of the minutes that you set out for each one of the above noted steps In some restaurants this time period is 35 minutes but in most it will be somewhere between 45 and 90 minutes generally in the 45 to 60 minute time frame ina casual restaurant and closer to 90 minutes in a fine dining restaurant While some may balk at the implementation of this system it has been proven over and over again that it does increase service efficiency effectiveness and assists in increasing table turnover It is also important to note that when implementing the system cooks and support staff must be aware of what is expected of the service staff The Service Timetable s implementation will only be effective if everyone on the staff works as ateam Finally a restaurateur should modify the time schedule in order to meet his individual circumstances however the parts of the Service Timetable that deal with guest satisfaction should not be alter
24. as messy to clean up and refill their glasses often You must understand as a good server that dining out can be a very stressful endeavor for the parents as they are very aware of their children s behaviour What goes almost unnoticed at home a spilled drink or something dropped on the floor can be a great cause for tension on the part of the parents who are trying to make sure the kids are on their best behaviour If the server is attentive and helpful by being right there to clean up the spilled drink with a smile and friendly no problem let me get you another one right away it will go a long way toward alleviating stress at the table and you are more than likely to be rewarded for the effort VISA Introduction The Author Table of Contents Service Techniques Be There For Your Guest Guest Connect Service Timetable Serving Children Wine Service The Up Sell Guests From Another Planet Serving the Visually Impaired Handicapped and Elderly 10 What Do Guests Want back next Restaurant Staff Service Tips Wine Service A fantastic way to increase sales customer satisfaction and your tip Selling and serving wine can be fun and very rewarding to both a restaurateur and server and in almost all situations wine enhances a meal and in some cases can make a restaurant relatively unique in the marketplace We are familiar with one restaurant hat sold 50 to 100 bottles of
25. ational Humber College Hospitality Advisory Committee Humber College Advisory Committee for the Post Diploma Hospitality Recreation and Tourism Program Hospitality Advisory Committee for Centennial College Board of the Institute of Certified Management Consultants of Ontario Doug has written three books Canadian Restaurant Accounting and Internal Control A Guide to Restaurants and Bars and Successful Restaurant Strategies He is currently working on a new book called No Free Lunch He has written over 80 industry related articles and speaks at many industry events in Canada and the United States Doug was the 1997 and 2001 recipient of the Award for Excellence in Management Advisory Services from Foodservice Consultants Society International FCSI an organization representing the leading foodservice consultants from more than 39 countries The Award of Excellence is recognized as the foodservice consulting industry s most prestigious award VISA Introduction The Author Table of Contents Service Techniques Be There For Your Guest Guest Connect Service Timetable Serving Children Wine Service The Up Sell Guests From Another Planet Serving the Visually Impaired Handicapped and Elderly 10 What Do Guests Want back next Restaurant Staff Service Tips Vi SA Table of Contents PR The Author Table of Contents Introduction Wine Service The Author Wine list Table of Contents
26. contribution only has to be 5 each to make a 30 prize which is a good bottle of wine lots of beer or a casual dinner somewhere and everyone will make more money as a result Suggestive selling Suggestive selling is a great tool Most restaurant guests have no idea what they want when they come to a restaurant know of a rib restaurant that sells more fish because the staff tells everyone that the fish is the best thing on the menu Every table has onion rings because the staff tells the guests that they cannot dine in the restaurant unless they order onion rings the guests laugh and they all buy them Suggest a milkshake to a child over a soft drink and you have just added 2 to 3 to the guest cheque VISA Introduction The Author Table of Contents Service Techniques Be There For Your Guest Guest Connect Service Timetable Serving Children Wine Service The Up Sell Guests From Another Planet Serving the Visually Impaired Handicapped and Elderly 10 What Do Guests Want 08 back next Restaurant Staff Service Tips VI SA 7 The Up Sell Increasing sales increases tips Introduction The Author Table of Contents Sell what you like Service Techniques When asked many restaurant staff will tell a guest that If someone orders water suggest bottled water flat or everything on the menu is great which is of little help to the bubbly and let them ask for tap water if that is what Be
27. e list should always be presented to the host or hostess of the evening notwithstanding if they have asked for it In many cases those guests who would not normally buy wine may do so if encouraged gently and presenting the wine list is the first of several methods of encouragement Staff knowledge Wine has come a long way in the past twenty years and so has the sophistication of the consumer While staff do not have to become wine snobs in order to sell wine it is best that staff are reasonably well versed in the grape types usually called varietials and the origin of the wines e g Bordeaux wines come from the county of Bordeaux in France In order to learn about wines at a basic level staff should enroll in an introductory wine class usually offered in the local culinary college by a local newspaper wine columnist or the provincial liquor control board to learn the fundamentals of wines and the foods that they complement Once armed with this knowledge it will be easier for the server to have a positive interaction with the guest as to which wine they may enjoy most and which wines complement their meal VISA Introduction The Author Table of Contents Service Techniques Be There For Your Guest Guest Connect Service Timetable Serving Children Wine Service The Up Sell Guests From Another Planet Serving the Visually Impaired Handicapped and Elderly 10 What Do Guests Want back
28. e of Contents Service Techniques Be There For Your Guest Guest Connect Service Timetable Serving Children Wine Service The Up Sell Guests From Another Planet Serving the Visually Impaired Handicapped and Elderly 10 What Do Guests Want back next Restaurant Staff Service Tips 2 Be There For Your Guest From before they arrive to after they leave Present the guest cheque After the meal dessert and coffee the server should present the guest cheque in whatever format the restaurant wants it presented The check should be handed directly to the guest not placed on the table and you should look the guest in the eye and with a smile say thank you for coming to xyz restaurant really enjoyed serving you this evening or something similar A major university study suggests that if you write thank you and your name on the guest cheque you will increase your tip percentage by 1 or 2 points Another study found that if the server places a happy face on the check along with the thank you the tip can go up an additional 1 to 3 points Try it out and see if it works for you If the guest pays with a credit card this allows for a very personal good bye as you now know their name Thank you Mr Smith hope to serve you again soon But the service has not ended Service does not end until the guest leaves the building Sincerity is not real unless carried through to the end Af
29. ed Accordingly guests should always be greeted promptly upon entering the restaurant and should be acknowledged by their server immediately upon seating Additionally one minute after the appetizer entree or dessert is served the server should come to the table to ensure that everything meets with the guests satisfaction and if not the server should be empowered to remedy the situation immediately VISA Introduction The Author Table of Contents Service Techniques Be There For Your Guest Guest Connect Service Timetable Serving Children Wine Service The Up Sell Guests From Another Planet Serving the Visually Impaired Handicapped and Elderly 10 What Do Guests Want back next Restaurant Staff Service Tips Serving Children Make them happy and they will keep their parents coming back While many restaurateurs say that they cater to children simply due to the fact that they offer a children s menu there are few outside of the quick service market that really deliver on the promise Children are a special breed and their needs are specific Parents with children also have individual needs when they go out to a restaurant and if you can successfully deliver and meet their demands you will capture this group as a loyal clientele for along time So what are the elements that make a dining experience fun for children VISA Introduction The Author Table of Contents Service
30. estaurant Staff Service Tips 1 Service Techniques Understanding the terminology and professional standards Serving etiquette It is always important to have the basics of good service at your fingertips so you can concentrate on your guests make their stay more enjoyable and in the end everyone wins Acknowledging your guests Even if you can t get to the table right away acknowledge your guests with a glance or a nod which indicates you know they are there and will be over to them as soon as you can Taking the order When taking a guest s order stand to the left of the guest and use a pad of paper and pen to write out the order Don t lean on the table or sit down next to the guest Make note of any special nu nu requests such as noice no salt specific allergies and so forth Serving the table Ladies and elderly persons should be served first out of courtesy unless there is a host entertaining guests When there is a host begin with the guest of honour at his her right and continue serving around the table counterclockwise Serving beverages Always serve beverages from the right of the guest with your right hand Place an already filled glass such as milk or soda to the right of the guest When pouring beverages such as coffee or wine do so without lifting the cup or glass from the table VISA Introduction The Author Table of Contents Service Techniques Be There For Your Guest
31. g a chair for guests sitting in them Menus should not be dropped on the table but rather once guests are seated the menu should be opened and handed to each guest Before leaving the table the host should inform the guests who their server will be and when they might arrive e g Rose will be serving you this evening and she will be with you in just a minute Finally the host should let guests know who is in charge of the restaurant for the evening and if guests need anything or have any concerns they can ask for the manager and provide his her name VISA Introduction The Author Table of Contents Service Techniques Be There For Your Guest Guest Connect Service Timetable Serving Children Wine Service The Up Sell Guests From Another Planet Serving the Visually Impaired Handicapped and Elderly 10 What Do Guests Want back next Restaurant Staff Service Tips 2 Be There For Your Guest From before they arrive to after they leave Rotate the dining room A good server and manager should rotate guests around the dining room when seating in order to ensure the best service possible By rotating the dining room in a restaurant that has four servers the host is ensuring that each server gets one of every four tables More importantly however is that the host is ensuring the best possible service for each guest table as no one server is overloaded with new tables at the same time In an
32. glass makes it Without putting the bottle down on the table open your more easy to sell corkscrew knife a server s corkscrew has a small knife for cutting the foil top off a corkscrew anda leverage Guests From Delivering a bottle of wine to the table arm and in one wrap around motion cut the foil top off Another Planet the top of the bottle about Ys inch from the top At all times the bottle should remain still and the label facing Serving the Visually delivery of wine Guests in high end restaurants expect a certain the table Impaired Handicapped and Elderly The Up Sell Where wine service usually breaks down is in the service and level of elegance and professionalism to be tied to the Next close the knife open the corkscrew and without moving the bottle twist in the corkscrew until it has fully restaurants look at a bottle of wine as a treat and require some penetrated the cork presentation opening and pouring of wine while those in casual 10 What Do Guests Want level of service to justify the price of the wine While most Finally flip the leverage arm onto the rim of the bottle restaurants should provide the server with their preferred wine and slowly and gently lift out the cork service techniques the key points follow gt back next Restaurant Staff Service Tips gt With a napkin or the cork wipe the top of the bottle to ensure that no residue cork is left on the bottle and pour
33. he parents if the kitchen should make the children s meals first Most will say no some will say yes and all will recognize the fact that you are making the effort to satisfy the needs of the family If they refuse the offer to bring the children s food first and the parents order appetizers and the children don t then consider asking the parents if they would like the children s meal brought with the appetizers By doing this children are eating at the same time that the parents are which eliminates a lot of the whining which goes on while making the parents feel less anxious You will find that most parents will appreciate this effort by the server However make sure that you confirm with the parents that they would like this to happen as some parents may prefer that their children eat with them VISA Introduction The Author Table of Contents Service Techniques Be There For Your Guest Guest Connect Service Timetable Serving Children Wine Service The Up Sell Guests From Another Planet Serving the Visually Impaired Handicapped and Elderly 10 What Do Guests Want back next Restaurant Staff Service Tips 5 Serving Children Make them happy and they will keep their parents coming back Special menus Many parents do not believe that their children need to eat meals priced at the level of most casual or high end restaurants Special menus should be developed for children that either prov
34. he situation by calmly order and they respond to you with a sarcastic comment Your Guest finding out all the information about the problem and then e g well sure hope it doesn t take you fifteen minutes to bring us proceed to break it down into solvable pieces Think about it from our drinks you know right away that something has gone wrong Guest Connect the guests perspective and see how you might feel if you were in somewhere for them today and they have responded by taking it their situation out on you Perhaps the hostess was rude to them or she couldn t Service Timetable find their reservation Maybe they came highly recommended to Serving Children Servers often only look at these situations from their own your restaurant only to be treated indifferently at the door perspective and get defensive if they perceive that it s not their Wine Service fault A guest screams because the steak is medium well instead This person is telling you something loud and clear they are of rare which is not the server s fault but the customer doesn t NOT HAPPY He or she is not concerned with whose fault it is The Up sell think about it that way To diffuse a difficult situation you can handle the complaint in the Guests From following manner Another Planet Remember customers often don t distinguish between different Serving the Visually Impaired Handicapped or a chef are all members of the restaurant team and all work It is important to
35. here For Your Guest Guest Connect Service Timetable Serving Children Wine Service The Up Sell Guests From Another Planet Serving the Visually Impaired Handicapped and Elderly 10 What Do Guests Want 09 back next Restaurant Staff Service Tips 5 Serving Children Make them happy and they will keep their parents coming back Tours If the restaurant offers a unique cooking technique or has something really interesting on the premises a server could offer a tour for the children although many parents may tag along The time away from the table prior to service or between courses if the kitchen gets backed up will go a long way for the children as they will not have to sit for so long Kitchen tours provided the children do not go behind the line are always fascinating for them just make sure the kitchen is clean and that you have asked the kitchen staff prior to bringing children to the back Focus When dealing with children understand that they are a special breed and connect with them It will make the time with you more enjoyable for them their parents and will likely relieve some of the stress related to servicing them You should also ensure the table is safe for children by removing all table settings that could be dangerous to children under age 3 e g candles knives forks wine glasses hot beverages Make sure that the glasses you serve them are only half full so spills are not
36. ide adult meals in children s portions or that provide special meals for children which are familiar to them The latter could include items like macaroni and cheese hamburgers or even a children s portion of chicken and steak In most cases the children s meal should include a soft drink juice or milk and an inexpensive dessert If the children s meals have three courses then the parents will likely also have three courses with the children which will ultimately increase sales and therefore the server tip Entertainment Entertaining children as best you can increases the enjoyment of the dining experience for all The easiest form of entertainment is to provide the children with something to do A fill in colouring sheet with either crayons or coloured pencils a special children s menu they can draw on or has word searches or other similar diversions are just enough to take the edge off and give the children something to do Offering something like little puzzles with the restaurant s name on it that they can take home also acts as a marketing vehicle A server can also develop some interactive riddles or children s jokes they can tell at the table directing the jokes to the children This brings a little levity and shows the children and parents that you have a real interest in the well being of the family during the evening VISA Introduction The Author Table of Contents Service Techniques Be T
37. ideal situation no two tables in any one server section should be at the same place in the meal cycle e g no two tables are putting in their drink or appetizer order or need clearing at exactly the same time While servers do like to load up their tables as quickly and often as possible the truth is that guests end up with inferior service may tip less as a percentage and most importantly may never come back So don t load up except in extreme cases Get to the table The server should arrive at the table as soon as possible after it has been seated If servers are too busy to deal with table issues they should at least pass by the table indicate that they are busy and will be back in a few minutes to assist them e g be specific need a couple of minutes on my other tables and will be back to look after you in three minutes and then be back in 3 minutes Guest rotation system One of the most unpleasant experiences for guests at a restaurant of any caliber is the lack of attention given to them and to their table In casual and up scale restaurants this lack of attention creates questions as to why guests pay the prices they are paying One method of showing guests that you know who they are and remember who they are from one table visit to the next is to know exactly who is having what items and delivering them to the proper guests without auctioning the food and drinks every time you return
38. next Restaurant Staff Service Tips VI SA 6 Wine Service fantastic way to increase sales customer satisfaction and your tip Introduction The Author Table of Contents Suggestive selling If the guest has not ordered wine before their meal then a server gt Don t shake the bottle Service Techniques Be There For would be well advised to make suggestions of wine by the bottle gt Carry the bottle to the table and present it to the host or Git our Gues or glass after the meal order is taken Rather than be brash and ask the person who ordered the wine The presentation is Would you like a glass of wine with that you could take the simple and should consist of the server holding the wine Guest Connect bottle on a slight angle with the label facing the guest The server should repeat the name of the wine and the Service Timetable vintage year of the wine This allows the guest to verify both and ask you to proceed Some service staff present Serving Children you to focus the guest on the order up sell the wine and leave the the wine holding it in a white linen napkin which adds a approach of can suggest the house Chardonnay which is from Australia and would taste great with the salmon you ordered The second approach provides a more appealing sell and allows table without having to wait while they continue to peruse the bit of elegance Wine Service menu Having wines available by both the bottle and
39. onsideration by a competent professional The author and publisher expressly disclaim any responsibility for any liability loss or risks personal or otherwise which is incurred as a consequence directly or indirectly of the use and application of any of the contents of this publication Copyright Douglas P Fisher 2003 back next Restaurant Staff Service Tips The Author This guide was written by Douglas P Fisher B A S M Sc CMC CFE FCSI President of FHG International Inc a leading foodservice franchise and hospitality consulting firm based in Toronto Canada Mr Fisher has a Master of Science Degree in Hotel and Food Service Management is a Certified Management Consultant a Certified Foodservice Executive a Professional Member of Foodservice Consultants Society International a Fellow of the Ontario Hostelry Institute and is a leading national expert in the field of foodservice and franchise management Doug is a member of the Board of Directors of the Canadian Hospitality Foundation CHF Advisory Board of George Brown Chef School s Hospitality Sector Council Chair of the Advisory Committee of George Brown Chef School s Food and Beverage program Advisor to the Canadian Institute of Advanced Culinary Arts and Industry Advisor of Ryerson University s Hospitality Feasibility Management course Doug has formerly been a member of the following International Board of Directors of Foodservice Consultants Society ntern
40. our hand Efficiency during service gt Minimize your steps gt Time is of the essence when serving guests gt Never walk back to the kitchen empty handed Always check for food to pick up when you are in the kitchen Serve hot food hot and cold food cold By cutting down the time it takes you to serve a guest you increase the number of guests you can serve you increase your efficiency and you will inevitably increase your tip VISA Introduction The Author Table of Contents Service Techniques Be There For Your Guest Guest Connect Service Timetable Serving Children Wine Service The Up Sell Guests From Another Planet Serving the Visually Impaired Handicapped and Elderly 10 What Do Guests Want 0 D back next Restaurant Staff Service Tips VISA Be There For Your Guest rs From before they arrive to after they leave The Author Table of Contents In all restaurants at all levels of service paying attention to the Site ques guest s every need is of utmost importance to building the customer base and to keep them coming back While high end Be There For restaurants are normally the only operations to cater to a guest s Your Guest every need the current changes in the marketplace now demand Guest Connect that every restaurant provide the same level of service as that offered in the very best restaurants in the country A l Service Timetable Serving Children Wine Service The
41. r to write them down and enter them into the POS in the correct rotation so that you can bring the drinks back without having to auction them off Before you leave the table suggest your favourite items and make mention that they leave room for dessert When returning with drinks ask your guests if they have any questions regarding the menu and if they are ready to order When taking their orders write them down clearly and neatly so you can decipher the order later As each guest orders place the item in the right order to prevent auctioning If the guest does not order an appetizer or salad then suggest they do so e g may recommend our house shrimp cocktail to start it is my favourite item on the menu Repeat this approach around the table offering different suggestions to different people e g you know think that the bacon wrapped scallops is a perfect appetizer before the New York steak Table maintenance Table maintenance is a big issue and impacts directly on the level of service offered and as a result your tip Guests like to sit at a clean table and one that is clutter free Ensure that you are at the table often clearing dirty dishes removing wine and cocktail glasses that are not being used and replacing cutlery as necessary Offer more wine clean up spills and show the guests that you are mindful of their experience at the restaurant and in your section VISA Introduction The Author Tabl
42. ry likely that you got the best service that was delivered that night Was it good enough Can you improve on it And if you can will you You should get all your co workers to do the same it is an unbelievable experience usually an embarrassing insight and it provides you with the tools to become a much stronger professional VISA Introduction The Author Table of Contents Service Techniques Be There For Your Guest Guest Connect Service Timetable Serving Children Wine Service The Up Sell Guests From Another Planet Serving the Visually Impaired Handicapped and Elderly 10 What Do Guests Want back 42
43. s VISA Introduction The Author Table of Contents Service Techniques Be There For Your Guest Guest Connect Service Timetable Serving Children Wine Service The Up Sell Guests From Another Planet Serving the Visually Impaired Handicapped and Elderly 10 What Do Guests Want back next Restaurant Staff Service Tips Vi SA 9 Serving the Visually Impaired Handicapped and Elderly Introduction Lending a helping hand pays big rewards to all The Author Table of Contents Menus Service Techniques Guests with visual impairments and elderly guests may have Finally a great server will offer assistance in getting through the difficulty reading a standard restaurant menu For those menu If the service staff offers to read the menu to the guest or Be There For nn Ye t restaurants that have fancier menus it may be prudent to develop inquires as to what the guest enjoys then the server can make Ges a few menus that have very large black print e g 1 2 inch to 3 4 multiple recommendations as to what the offerings are in the Guest Connect inch and a white or off white background so that the menu is category the person is interested in When servers are reading the easier to read Furthermore a restaurant may find a benefit to menu to a visually impaired person you should ask them if they Service Timetable having a flashlight on hand to better illuminate the menu for those would like you to sit
44. sts at the table try and let them know you are directing questions to them When you deliver their food or clear their plate let them know what you are about to do before you do it Also when presenting food let the guest know what is where e g Your steak is directly in front of you on the plate the mashed potatoes are at the top right and the vegetables are on the top left of the plate The vegetables include cut asparagus carrots and grilled zucchini Presenting the check Some visually impaired and elderly guests may not be able to read a guest cheque If this is the case you should ask them if they need help reading the check If they say yes read them the bill total outline the taxes and tell them the final amount owed Saying good bye These groups of individuals may need a little extra assistance when leaving the restaurant You can offer such assistance by asking them if you can get their coat helping them on with it and escorting them through the dining room Moving a table out of the way or holding a chair is also helpful as is carrying a bag or doggie bag for them as they move toward the door Where this assistance may not turn into a tip right away it will show the guest that you care are interested in their well being and they will return If they experience the same care and attention when they come back they will return more often and as a result you will benefit along with the restaurant owner
45. t on a cold or wet day it is important to assist those with disabilities and the elderly When the guest is at the table or about to sit down offer to take their coat to a hanger or closet telling them you will bring it back after the meal is done If someone says yes try your best to assist them in taking off the coat and hold it for them while they add their scarf gloves and so forth When they are done and seated take the coat to where it is to be stored and bring back a coat check to the table or at least return to the table to advise them where their coat is VISA Introduction The Author Table of Contents Service Techniques Be There For Your Guest Guest Connect Service Timetable Serving Children Wine Service The Up Sell Guests From Another Planet Serving the Visually Impaired Handicapped and Elderly 10 What Do Guests Want back next Restaurant Staff Service Tips 9 Serving the Visually Impaired Handicapped and Elderly Lending a helping hand pays big rewards to all Serving visually impaired When serving the visually impaired you must take the time and make the effort to be considerate of their needs If you adapt yourself for this group you will be more considerate of all other groups with special needs For example the visually impaired person may have no idea when the server is at the table and not Let them know when you arrive when you are leaving and if there are more gue
46. t can be used at the bar and sold as wine by the glass VISA Introduction The Author Table of Contents Service Techniques Be There For Your Guest Guest Connect Service Timetable Serving Children Wine Service The Up Sell Guests From Another Planet Serving the Visually Impaired Handicapped and Elderly 10 What Do Guests Want back next Restaurant Staff Service Tips The Up Sell Increasing sales increases tips So many servers so little time So much opportunity so little drive When it comes to being the best you can be there are certain objectives Give great service as we have outlined earlier but you also need to increase your sales and increase your table turns If you can add another 10 in sales to each table you serve and if you can turn over each table 10 minutes faster each evening you will end up with another 1 50 in tips at the least per table So how does a server increase revenues Well there are many methods and if the management of your restaurant does not implement them you should VISA Introduction The Author Table of Contents Service Techniques Be There For Your Guest Guest Connect Service Timetable Serving Children Wine Service The Up Sell Guests From Another Planet Serving the Visually Impaired Handicapped and Elderly 10 What Do Guests Want back next Restaurant Staff Service Tips 7 The Up Sell Increasing sales
47. taff Service Tips 10 What Do Guests Want Casual and comfortable are in stuffy is out Look around Check out the room the tables next to you is there someone trying to get the servers attention by looking around or waving their hands Is someone trying to wave down anyone in order to pay their bill and no one wants to take their money Did someone arrive to check on your meal yet Are you having fun yet Pay your bill Are they nice to you Did they bring your bill fast enough or too early Did your server remember to offer you coffee and dessert When you provided your credit card or cash did they come and get your card for you Did they make you package your own carry out doggie bag Did someone bring the check back with the credit card slip or are you to remember the amount If you paid with cash did you get change Did anyone say thank you yet Trademark of Visa International Service Association Visa Canada is a licensed user As you leave Did the manager your boss come over enough times to see how you are doing Did they check any other tables while you were there Are they supporting your service standards and helping out or are they just minding the store Did someone thank you at the door and make you feel special and important on the way out As you leave take note that you were likely the most important guest in the restaurant that night your friends and boss were serving you and it is ve
48. ter the guest pays and is leaving drop by the table and say good bye thanks for coming in and hope you enjoy the rest of your evening If you have time to escort the departing guest to the door you will add another level of connection and service This is the guest s second to last impression and you should do everything to make it as good as you can The host does deliver the last impression The host should always be at the door greeting guests so saying good bye is an easy one Ask guests if they enjoyed their evening thank them for coming in and tell them you hope they enjoy the rest of their evening VISA Introduction The Author Table of Contents Service Techniques Be There For Your Guest Guest Connect Service Timetable Serving Children Wine Service The Up Sell Guests From Another Planet Serving the Visually Impaired Handicapped and Elderly 10 What Do Guests Want back next Restaurant Staff Service Tips VISA Guest Connect Cr A sure fire way to increase tips and keep guests happy no matter what The Author Table of Contents The dining experience can be made up of several significant points SET raies however the one that supercedes all is that the service staff and management connect with the guest of p a Be There For Your Guest So what is the guest connection Guest Connect Service Timetable Serving Children Wine Service The Up Sell Guests From
49. the server should go to the kitchen nine minutes after placing the order to pick it up If a call system is used the server should wait until called The meal should then be delivered promptly to the appropriate table Approximately one minute after the order has been placed in front of the guest or after they have tried their meal the server should return to the table to ensure that everything is fine It is imperative that the server return shortly after the meals are served in case there is a problem It is usually the aim of the restaurateur to provide the best of all products If there is an error in the item or the way it was prepared it is always best to rectify the situation as quickly as possible This illustrates good service and a respect for the guests needs and expectations Depending on the style of service it will likely take the guest 15 to 20 minutes to consume their meal longer in a formal dining situation or if adults are accompanied by children For the most part the guests should be left to dine in peace for this time period and should only be disturbed if they are obviously looking for some assistance When the guests finish their meals the tables should be cleared immediately and the dessert and coffee order should be taken It is important to take the dessert order as soon as the guest s table is cleared so that the service staff can keep the operational flow moving toward the table
50. the wine bottle after years of proper storage Decanting wines is a process which takes alittle bit of time and is usually not done for younger red wines If working in a restaurant that is serving older wines the owner or manager would likely be well versed in the art of decanting and service staff should be trained in house as to the best ways to decant wines However if a guest asks you to decant the wine no matter what the age always oblige them and do so with a smile never embarrassing your guest Final notes Great servers will ensure that guests never have to touch the wine bottle and are always watching the table and are there to pour more wine as the glasses deplete Also if you are looking at ways to expand your tips then you should be aware that one bottle of wine pours about 5 glasses For larger tables or tables of four or more an aggressive server may suggest one bottle of wine with appetizers and another with dinner Another approach is to bring the wine out early in the dining experience pouring most of the wine prior to appetizer service and topping off the glasses prior to dinner service When dinner arrives the server can suggest another bottle of wine that may augment the dinner choices And finally if a guest for whatever reason decides to return the wine just take it back and inform your manager If the wine is corked it is not useable If the wine was simply not to the guests taste then i
51. to the table In order to avoid the auction routine servers should develop a guest rotation system and use that rotation when taking orders For example if the guest closest to the front door is always the top guest on the guest cheque and the person to their right is always the second guest on the guest cheque and so forth then when the server brings food to the table they will always know exactly where the food or drinks should be placed The other advantage to this rotation is that if your restaurant uses a runner system e g where someone else brings out the food or drinks they will also know exactly where each item should be placed without having to auction the item VISA Introduction The Author Table of Contents Service Techniques Be There For Your Guest Guest Connect Service Timetable Serving Children Wine Service The Up Sell Guests From Another Planet Serving the Visually Impaired Handicapped and Elderly 10 What Do Guests Want 08 back next Restaurant Staff Service Tips 2 Be There For Your Guest From before they arrive to after they leave Approaching the guest When you come to the table ideally within one minute of when the guests were seated you should welcome everyone to the restaurant chat them up just a little and then move to drink orders Take orders from women first and men second Although you are taking orders in this manner you must remembe
52. ver arrive when you need them or do they arrive Be There For Your Guest people there know you are coming is there someone to meet and when it is convenient for them Is this the standard that you want greet you Would you like to be greeted by a smiling person who to live up to Do they take your order properly Can they answer welcomes you and inquires how you are doing all of your questions How long did you wait until they arrived Guest Connect When the host takes you to the table do they drop the menus on Delivery Service Timetable he table and walk away or do they hand them to you and suggest Did your drink come to the table when you wanted it Was the hat you have a nice evening wine opened properly Did you have to order it by number or could Serving Children the server repeat the name of the wine Was it served properly Wine Service Do you sit in a clean chair or booth and is the floor under you clean enough or is there too much residue from the previous guest Is Was your appetizer plate cleared prior to your dinner arriving Did he table really clean or are you wiping a few strands of the last the server ask you to keep your fork or did you get a clean one Guests From person s meal off the table Is the salt pepper ketchup etc full Has your table been maintained yet Another Planet 7 The Up Sell Serving the Visually Impaired Handicapped and Elderly 10 What Do Guests Want back next Restaurant S
53. vice appropriate table In order to allow the Service Timetable to the guests in one or two minutes The recognition is what the work efficiently guests should be seated in a rotated fashion so guest is looking for and it will reduce any anxiety that may The Up Sell as not to provide any server with more than one new table at a otherwise occur When the server is at the table they should time On the occasion when neither the host nor manager is at take a beverage order inform the guests of the daily specials Guests From the door to seat the guest a server or bus person should greet and advise them they will return momentarily to take the evict the guest and tell them that someone will be attending to them guest s order Serving the Visually momentarily The objective of this stage is to recognize the Impaired Handicapped guest and warmly welcome them to the restaurant Drinks should be delivered promptly to the guest so they feel and Elderly they are being properly attended to Upon the proper delivery of drinks the server should take the meal order This enables the RE RE eee ee server to reduce the steps to and from the table as well as speed up the delivery of the order to the kitchen which ultimately assists in increasing table turnover back next Restaurant Staff Service Tips 4 Service Timetable A practical guide to efficient service 4 fit takes the kitchen approximately 10 to 12 minutes to prepare the meal then
54. wine with their hamburgers We now of another failing steakhouse that still serves the same low quality meats but has developed such an astonishing wine list that he guest is willing to forgive the food and its sales are booming Every casual restaurant should serve wine professionally and aggressively in order to increase guest satisfaction sales profits and server tips VISA Introduction The Author Table of Contents Service Techniques Be There For Your Guest Guest Connect Service Timetable Serving Children Wine Service The Up Sell Guests From Another Planet Serving the Visually Impaired Handicapped and Elderly 10 What Do Guests Want back next Restaurant Staff Service Tips 6 Wine Service A fantastic way to increase sales customer satisfaction and your tip Wine list The restaurant s management should develop a wine list wine card or wine book to whatever level is necessary so that the host or server can present a written wine list with the menu The wines offered should be priced in accordance with the menu pricing and should complement the foods offered e g they should drink well with the food offered Most guests find it pretty difficult to order wine from a verbal list and a listing on a blackboard does not necessarily promote sales A wine list outlining the wines by region or grape varieties is usually the best way to present your wine offerings to guests The win
55. with them for a minute to assist while think Serving Children with failing eyesight sitting with guest is very unprofessional in this case it may make the guest feel less conspicuous Wine Service Three percent of the visually impaired population in Canada has the ability to read Braille For help in preparing a Braille menu you Escorting to the table can contact your local Institute for the Blind for assistance Having The visually impaired handicapped and elderly are people going Guests From a Braille menu available allows those who are visually impaired and out for a dining experience effort should be made to provide Another Planet read Braille to have a feeling of being welcomed them with a good table in the heart of the action and not an out The Up Sell Serving the Visually Impaired Handicapped revolve around wheel chairs as far as space is concerned and and Elderly of the way corner unless it is asked for There are few issues that seeing eye dogs are trained to curl up in a ball under the table D Note eye dogs are allowed in all restaurants and bars in Canada TOi naino Guest wani under national provincial and municipal legislation As a result everyone can be seated everywhere 09 gt back next Restaurant Staff Service Tips 9 Serving the Visually Impaired Handicapped and Elderly Lending a helping hand pays big rewards to all The only exception to this concept is that elderly guests generall
56. within the restaurant environment You need to make your customers feel at home as your guests It is important that every staff member realize that their primary job is the guest connect They should create an environment that makes every guest feel perfectly comfortable within the restaurant so that the guest will want to come back to enjoy it again soon VISA Introduction The Author Table of Contents Service Techniques Be There For Your Guest Guest Connect Service Timetable Serving Children Wine Service The Up Sell Guests From Another Planet Serving the Visually Impaired Handicapped and Elderly 10 What Do Guests Want back next Restaurant Staff Service Tips 3 Guest Connect A sure fire way to increase tips and keep guests happy no matter what By making the guest connection the primary function of the server the job changes from delivering food to the table to chatting and making friends with the guest This makes them feel at home A restaurateur is better served when the server is responsible for creating the relationship and taking care of the guest needs in every respect rather than be an order taker and a food delivery person The guest connection is provided at every level One article in this handbook discusses how to take care of children in the restaurant when you read it you will see that it is an important part of the guest relationship and the guest connection
57. y do like quieter spots especially in busy and loud restaurants When seating an elderly guest that you think may have an issue with noise or music ask them and seat them in an appropriate area In cases of visually impaired guests who are not escorted by a sighted person the host should offer them their elbow to hold while they are being escorted Tell the person that you are about to seat them tell them they can take your arm and touch the back of their hand with the arm you are offering they will find your elbow Walk them directly to their table remembering that they will need room between you and the other obstacles in the dining room e g tables chairs guests servers stuff on floors and you must inform them of everything in their way You must also remember that they are visually impaired yet can walk at a normal pace When you get to the table tell them you are there take their hand and place it on the back of the chair Tell them if the chair has an arm so they feel for it before they sit on it When seating a visually impaired person ask them if you can tell them a little about the dining room and where the facilities are If they say yes then tell them first what is on the table then what is around them and finally where the washroom facilities and host stand are along with providing a quick review of the room s atmosphere Helping with coats While it is always a nice gesture to assist any guest with their coa
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