Great Restaurant Service...

[robex]

Help me if you can! I have to do a training session for new staff in one of the restaurants our company runs. I'm looking for ideas from anyone who has ever eaten out on what makes great service and what makes for poor service.

I would love to hear of your own experiences in dining out...both good and bad.

Thanks!

[sweeps]

Really good service is when the waiter anticipates needs so you don't have to ask.

[PrincessPerky]

Yeah, but new people tend to over anticipate..making a nusance of themselves...IMo for first time workers, stick with filling the needs..don't try to jump the gun till you get to know the signs.

A couple signs I wish my recent waitstaff knew:

1. moving the glass to the edge (or anything) means take it away. or refill it

2. closing the menu and putting it down means they are often ready to order

3. look at your table and at the customers everytime you are out, even if you were just there ignoring them is not good, usually right after the waitress leaves the kid spills their drink and we need napkins . but if they are ignoring you on your way, (and you were just there) glance for stuff at the edge and be on your way.

4. speaking of napkins, for families with small kids...bring em! if we ask for 'some' we mean a LOT.

5. If you are a restaurant that normally doesn't have kids, write a quick caution list to glance at if one should ever appear (hot plates should not be set down in arms reach of a child in a highchair! niether should knives, or even forks for that matter, pass all food to mom or ask before putting it down...often the kids meal has to be cut up before handed over anyway...oh and lids on their cups a must!) Oh yeah and don't offer icecream outloud! though it is safe with my kids, it may start a tantrum with others, offer dessert or fancy grownup words. Praise kids behavior you are more likely to talk mom into giving them dessert (raising you ticket total..possibly raising the tip, don't do this if the kids were brats, you would rather have them out than in .)

6. Know what you are serving! I can overlook it in the cheap chains, but if I go to a fancy place and am prepared to spend a fortune for dinner, I want my waiter to know what on earth I am reading, so I can be adventurous and try something new but not blind...same for wines, know what on earth they are, a couple in each price range is fine, you don't have to be a conisuer, just know what wine goes well with most meals..course don't insult me, fact is, I only like 'pink' wines, let me .

7. speaking of drinks...if someone orders a smirnoff and coke, they may want it seperate...apparently good stuff doesn't get drowned in coke...(yes I screwed that one up...)

8. for regulars, try to remember anything and everything, like that dude always finishes his pop before you come back for the appetizer, bring a new one with you. Or that missus always asks for no ice..so if the assistant who brought the drink screws it up you can offer to go fix it. The regulars are where you can really use your brain to make excellent impression..but never make it so they can't change their mind

[4TimesCharmed]

Don't talk too much about personal things. Customers don't want to hear your problems, about your kids, how long you've been on shift etc. I put my husband through college by waitressing and I was always friendly, but didn't linger at the table. People want to eat, not talk to the wait staff. Just my 2 cents.

[Thrifty Ray]

Be timely with the check, and if the waitperson takes the payment, be prompt.

It is frustrating, when you are ready to leave and the waitperson continues to take and/or deliver several orders. ...while you wait to pay or to get your card/change back.

Most important. Have fun with your new job. People enjoy a waitperson who clearly enjoys what they are doing.

[sweeps]

Originally Posted by PrincessPerky

Yeah, but new people tend to over anticipate..making a nusance of themselves...

You're definitely right, but under-anticipation is a lot more common than over-anticipation in my experience. It's always easier to tell a waiter, "I think we have everything we need -- we should be good for a while." than trying to track him down and when you find him have to list all the things you need before he disappears for 20 minutes again.

[katwoman]

It really helps to have staff other than the waitperson coming around to fill water glasses, coffee cups, pick up dirty dishes, etc.

If you expect waitstaff to re-stock items, time for this should be alotted at the beginning or the end of the shift. The patron should NEVER have to try and track down the waitperson only to be told they have kitchen duties to perform.

[lrjohnson]

Really good suggestions from prior posts; nice.

I'm thinking over my favorite waitstaff from different places, and what they have in common is a combination of being quiet and anticipating needs. When they talk it's direct communicating, not chat: "I'll be bringing syrup, butter and jam in a minute. Do you need anything else with the pancakes?" "The ____ is great but takes a little longer; will it be okay if it takes an additional five minutes?" "The medium burger is pink in the middle, no red, is that how you like it?' If there is a possibility of me not understanding something: they've cleared it up: I don't need to ask for the syrup, I do know the _____ will take longer, I can change to medium rare if I need some red.

[lynclarke]

Funny enough, we just went out to dinner near Tinker AFB. The food was mediocre at best and the service was poor. First of all, there were negatives which were really not the wait staffs' fault- the a/c was struggling and we (7 of us) were actually sweating during our meal, the beer list included three beers which the restaurant no longer carried!(actually the manager told us that one- and he looked incredulous that we would think that everything listed would be available!), and the waitress was new. OK- now the wait staff issues- first the drink order- 7 drinks- waitress returned with only 6 of the 7 drinks correct but then said she lost the list and we had to repeat our orders so she could write it down- Next- dinner orders- two of the meals were Mexican and came with salsa and chips- never served when everyone else's salads were served- requested twice- never showed- finally offered when the meals were being served. The experienced waitress would come by and say, "she is new- sorry she is backlogged" and leave. Drinks never replentished. Finally, she asked if we wanted separate bills after the meal. So we waited and sweated another 15 minutes while she re-wrote the bills once again. Can't say I would go there again or recommend it to anyone else. lynclarke

[Ima saver]

I was a waitress. i watched my tables, I did not badger them constantly when they were trying to talk. I walked up and down checking on them, but not bothering them. They could call me over if they needed me. Ice tea is popular here. We took a pitcher of ice tea and a container of ice to each table so they could replenish their own drinks.
When we eat out, we have mixed drinks with dinner. We request 2 glasses and a pitcher of ice. We then don't bother our waitress until our ice runs out! The girls are always happy to have us because we don't have to have our glasses refilled, we have our own ice and our own mixer!

[marjorie]

Please don't ask me if I want change. If I don't want any, please allow me to feel for 30 seconds like a big shot by letting ME say "We're all set". Please check back 2 minutes or so after food has been delivered so if there's a problem we've had time to discover it, and even the fastest eaters aren't done yet! Don't ask me if I'd like a water refill. It doesn't cost too much to fill, so please just take care of it. If I'm drinking lots of water at a restaurant the food is usually oversalted and I'm trying to cope without calling attention to a problem you can't easily correct. LRJohnson had some great suggestions. Also try to avoid screaming across the floor at waitstaff... I'm here because I don't want to hear exuberance, just a reasonable quiet, convivial meal alone or with friends. If I'm dining alone, don't say "Just you?" It forces me to say something like "There may be only one of me, but it's a good one!" Table for one is fine. PrincessPerky also had some especially thoughtful ideas. Additionally small children (up through maybe toddlers) will often be more cooperative if you give a little something to a parent in case it's needed, like crackers or a little bread. Hungry and tired little ones add stress for all. Fork and knife crossed over one another with fork tines down generally indicates a plate I'm finished with. Even if you don't have time to come over to me, please give me a chance to let you know with a look or simple gesture if I need something. You don't always have to come to me, but let me know you are available. So many good ideas I'd print the whole thread!

[RJB1180]

I have to disagree with Irjohnson, please dont make me repeat the way I want my meat. If I order medium I KNOW it will be pink in the middle, if I order well done it will be tire rubber, or if I order rare it will still be mooing. Chicken, pork etc, different but please let me order steak once.

[PrincessPerky]

Originally Posted by RJB1180

I have to disagree with Irjohnson, please dont make me repeat the way I want my meat. If I order medium I KNOW it will be pink in the middle, if I order well done it will be tire rubber, or if I order rare it will still be mooing. Chicken, pork etc, different but please let me order steak once.

Just goes to show not all customers are the same..try to be receptive...but accept all crnkyness..try to remember for next time, and when all else fails..blame it on osha

[RJB1180]

Its not crankyness, it is called listening and understanding

[brizzad]

PrincessPerky, I'm so glad you mentioned the menu thing.. I hate sitting there forever with my menu closed as the waiter just walks around not approaching me for my order.. its especially bad when im on my lunch break at work and in somewhat of a hurry.

[rob62521]

Be prompt to greet customers when they sit down. I hate it when my husband and I sit down and wait and wait and wait before anyone comes by to even acknowledge our presence. If you are busy, at least let us know you saw us.

I just read a biography of Emeril (borrowed from the library) and he was interviewed about the folks he hired for his restaurants. One was there shouldn't be more than 90 seconds of a wait for a customer to see wait staff. That might not be reaslistic, but a good goal. You might check out what other big restaurant owners expect of their wait staff since they have already given it a lot of thought.