Read Your Guests

The other night we got slammed and the kitchen was running behind. I had this couple who had a some appetizers and salad and were waiting for their main course to arrive.

My other table got their food and I was running food all around in that area to different tables. I saw them start to have that look on their face like when is mine arriving? I head back to the kitchen and I see it on the pass waiting for the steak to be put on the plate. Asking how long it will be I went back to the table and said to them it will be a couple of minutes.

Now here is the deal if you say it is going to be arriving in a couple of minutes it better arrive in a couple of minutes. Any longer and the guests really begins to wonder what the heck happened.

I go back to the kitchen and it is still not ready. I give a heads up to the kitchen manager and he checks the time and sees it is running way late. Knowing it may take a couple of minutes more he heads to the table to speak with the guest.

The guest is fine and the meal arrives shortly thereafter. It was a great thing the manager did by going over there to speak with the guest. He said thanks for letting him know and we put out a potential fire by letting the guest know that we were sorry for the delay and it will be out shortly.

Here is the deal and that is when you are waiting a longer than usual time for something and you feel the guest starting to lose it by changes in their facial expression or a total lack of silence at the table let your supervisor know. Chances are they are peeved off.

Don't try to remedy the situation by yourself. If you have done all you could and you see the guests' face going sour tell someone. By someone who is higher up going to the table not only will things get smoothed out but they will know that you the waiter are doing your job by showing you care enough to have someone come over and explain the problem.

A waiter who puts out fires before they go full out is on top of his section and communicating all the time. This is providing excellent service!

A Good Idea Passed On To Me

Saturday night was humming as we did over 600 people with a two hour wait. Friday was not so bad either so the weekends are at least looking up. The gift cards are driving the traffic. On Saturday I had $623 in gift cards out of my $1232 sales so you can see where we are going here. Lots of people with just the average tips , nothing outstanding , but in any case did make some good money over the weekend when you add up all the covers I did.

The second table I had seated was a couple with a boy probably 7-8 years old. When I greeted them they mentioned that it seems like everytime they come in I am their server. Then they added , yes and we are real happy that you are our server. I thanked them and jokingly said now the pressure is really on me meaning of course I had to carry on the tradition. I did once again giving them outstanding service.

A few tables later two couples sat down and had an enjoyable meal. Toward the end the guy with the birthday points to the next section and said I had served a bunch of them the last time they were there. I kind of did a second look and nodded oh yeah I remember now your party. Anyway the guy ended with the fact they always have a great meal when they come but when I serve them the service is above average compared to others that I work alongside with. It is top notch.

So I took aside an experienced waiter and she said to me that I should carry some business cards with me and each time someone compliments me to give them a card. Then explain to have them email head office and tell them of their dining experience with me as their waiter.

You know I might just do that. Let's face it , the head office or your boss will always get wind of the complaint but few will ever hear of any good news. Since you deserve the credit for the good things that happen make sure you get it by asking people to notify head office. Give them your name of course or someone else may decide to take away your thunder.

Make sure your name goes high up in management circles. Who knows you may be in line for the next promotion.