Waiter Training Newsletter

That's Entertainment!

Valentine's Day was just here and Cupid's arrow seems to kick off the year in its on-going cycle of holidays and special events.  St. Patrick's Day is next and whether or not people are Irish, it's a great excuse to get out and have fun - with us!

Our industry has become the entertainment people seek!  According to a survey in 2006, by Yankelovich, "Eating to the Extremes," 69% of people say that food is an important source of pleasure in their lives.  It's no surprise when you consider that an evening at the movies can cost a family of four well over $50.  These days, people want to be entertained with the added benefit of accomplishing another task.  That "task" is usually food.

In their quest for other sources of entertainment, people have turned to the kitchen - and not always their own!  Celebrity chefs are all the rage right now.  If we're not cooking at home, we're going out to a restaurant.  The purpose becomes two-fold; we have to eat, so why not make it a part of the evening's entertainment?  Families can rent a movie and use the left over money for dining out.

Perhaps because of the rise of celebrity chefs and the need for other entertainment, dining trends show that people are more aware of their overall dining experiences.  They're paying attention to the servers and how we treat them.  Our guests want a rapport with their server - it's a business transaction, after all.  If people give their money to you, they want to like you.  That makes sense.

The other trend makes me happy - language!  Anyone who has attended my trainings knows I'm a harpy about language!  The way we talk reflects who we are - perhaps more than our clothing, hair styles or the cars we drive.

Specifically, people don't want to hear the same old stuff coming out of our mouths.  They want complete, intelligent sentences.  They want to know that we know the menu and can make suggestions.  And they don't want tired, canned phrases.  You know what I'm talking about:

"Want something to drink?"
"Ready to order?"
"Everything ok?"
"All finished with that?"
"Do you want dessert or coffee?"

You may be thinking that there is nothing wrong with these questions.  You may even be wondering what the heck else are you supposed to say, if not these usual canned questions?

Let me give you the first one and then you can change the others to something more interesting.  "Want something to drink?"  can be:

"May I bring you a cocktail, glass of wine, perhaps our signature martini, the ABC Spicy Martini?"

And for those of you who might serve breakfast and/or don't sell alcohol:

"May I bring you some coffee, freshly-squeezed orange juice or a cappuccino this morning?

That's it!  That's all I'm giving you!  Find other ways to ask the other questions; think up other phrases that are old and tired that you know you could change.  And remember that most of our guests don't understand how our business works.  Their experience is almost entirely based on what we give them.  Using slang and abbreviations only confuses them and makes us look sloppy and lazy.

Your job as server and Master or Mistress of Ceremonies is to read your tables and figure out if they are celebrating, mourning or just dining with us.  We know the usual holidays and other events that people use to eat out.  The other events are anniversaries, birthdays, weddings, graduations, retirement parties and other celebrations that people have as an excuse to have a good time with us.

They choose us because they expect that we will provide a "good time" - even if they are just out to eat - no special occasion.  We can still offer them a good time.  At your next employee meeting, ask what a "good time" looks like.  List the identifiers.  They're going to be different for every restaurant.

After you have a list of what a good time looks like, make a list of the things we have to do to ensure the good times for our guests.  Let's start a list right here:

• positive, upbeat attitudes
• knowledge of featured items, featured wines and drinks
• total menu knowledge
• clean environment
• well-stocked service stations
• organized stations
• plan of action - that may include knowing how the reservations are flowing and where they are being seated ahead of time
• have an appropriate size bank available
• be appropriately attentive - hover when you shouldn't interrupt and speak when you should/can/are able to

A good time takes on many different forms.  It can be jokes and laughter; it can be peaceful and quiet - our job is to react accordingly.  That means you have to bring your personality to work with you; it's your best tool.  Don't be afraid to use it!

In short, dig out your fabulous personality from the back of the closet and shape up!  Your guests are paying attention to you like never before!  Language, personality, knowledge - that's entertainment in the 21st century!

Training and information is the key!  Contact me, Susie, at Waiter Training, either by phone or email.  My business number is (720) 203-4615, and email address is Susie@waiter-training.com.  Web address is http://www.waiter-training.com.

Excellence is an act won by training and habituation.
We do not act rightly because we have virtue or excellence,
but rather we have those because we have acted rightly.
We are what we repeatedly do.
Excellence then, is not an act, but a habit.
                                                                                - Aristotle

 

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   Host Manual:  $49.95

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   Manual Package:  $159.95

 

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