I'd been in food service off and on for the better part of 15 years as a team leader and a manager of many restaurants that have done only so much to insure the welfare of their employees' interest in tip increase.
At the worst of times, making a grand total of $15/day at a local Italian eatery, enter this guy I worked with for a time as my team leader, Gregory, that was making more than double what we were from the same position, true story.One day, I dared to ask how he did this. He for the next month or so taught me how to turn an $80 tip day to a 40- 80% increase!
Now, he also would drill and quiz me on everything, not allowing me to serve my own tables lest I could answer correctly or would find all these Kung-Fu masteresque ways of forcing my concentration until the method stuck.
My boss actually let him; dangit, he's team leader.
Yes, I'll admit, it does differ from one, two or even three-star restaurant service methods.
Heck, sometimes, it appears so vastly different to the traditional method that other servers may even get upset that they DON'T know just what it is that you're doing to get these results.From then on, it was he and I in the money leaving others in the dust.
WHY did we not share this with them? WE DID; they thought that their way was better so...
Once, I even had my boss at yet another job since, all-but accuse me of giving away food/drink for extra tips, but as they checked, everything was accounted for and they soon made me team leader and onto management from THAT experience.It for me has clearly been the most helpful in getting the most out of my time with my guests and showing the value of "choosing me as your host/server".
The following is a way to extract the most tippage from any patron that you may have to serve.
Fine Dining Protocol
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Serve (v.)- to give, to offer or submit, to present in a prescribed order
REGARDING THE HOST/HOSTESS (GREETING)
In Fine Dining, the Server/House's gratuity to the Host/Hostess depends on personality and graciousness.
The Host/Hostess
is the pacemaker of the House which keeps the Servers and the Kitchen
in clockwork order.
It is necessary to remain in control of the Guests' and
the Front Of The House's needs.
Some of these tasks include:
- Greeting and seating Guests
- Phone/Reservation Duty
- Collecting applicable “86 list” for the Service Staff (hourly)
- Assist Service Staff with pre-bussing of tables
- Initial “water- bearer” (pouring the first glass of water for Guests)
As a Host/Hostess in Fine Dining, there are certain protocols that insure Guest/House appreciation.
A simple consideration
can make the difference in your pay.
If you learn, know, do and master this format, not only will you
receive transferable Fine Dining training, but you will also be able
to maximize your earning potential
with minimal stress.
The Greet
If you should see them coming, face and open the door for them and greet your Guests promptly,
asking the number of Guests and their area preference for dining.
Take the correct amount of menus and wine list with you
as you show them to their table (apx. 1min.)
This is your opportunity to announce their upcoming server.
REGARDING SERVERS (SALES and HOSPITALITY)
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"Server, I just sat you."
-Host
Good news, you have Guests! They've been to all the other
average eateries in town and had the "two-star franchise" experience,
its now time to show them what makes this place so special!
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OPENING
Like any good commercial, the scripts maybe different,
but the product name is always dropped within the first eight seconds.
Be certain to say both where they are and your name, specifying yourself
as their Server.
Patrons are never to be referred to as “customers”, but “guests”. The term, "customer", suggests more concern about their money,
rather than their comfort (NLP/Hospitality tip).
Speak clearly, but in “hushed” tones. Doing so sets a calm pace
and doesn't embarrass or intimidate the guest by attracting more attention to them than necessary.
NOTE: Smaller dining areas require less volume.
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The Order
Immediately offer a beverage or cocktail.
This takes the edge off and gives guests a chance to adjust.
Guests are more agreeable when they have a refreshing drinkin front of them.
Offer three appetizers by name (if you can).
Don't list every item verbally unless asked.
The less information for a guest to process,
the easier it is for them to decide.
An appetizing description sells.
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DO NOT ask "yes or no" questions.
Instead, ask "choice-specific" questions.
Example:
DON'T: "Would you like some wine with your entree?"
INSTEAD: "Would you like white or red wine with your entree?"
DO NOT take food "personally".Everyone has their own preferences
in what they do and do not like and why (food allergies, disagreeable tastes,
religious/philosophical prohibitions, etc.), but when Guests dine, the last thing
that their dining selection/experience should be
is an "issue" to anyone other than themselves.
Even if you do not eat a certain food on the menu for whatever reason, "pigeon-hole" -ing it from referral keeps food from being sold,
costing The House money and subsequently stifles your gratuity potential
via low food sales.
If nothing else, you can refer a certain dish in order of its rate of sale.
Example:
"The _______ is a little too bold/tame/punchy/spicy for my tastes,
but everyone else seems too enjoy it a lot!"
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Courses
In Fine Dining, each dish is served in shifts or “courses”.
Delay the next course of the meal by apx. 7-10 minutes
(or when Guest is half-done with the appetizer and/or salad).
For the guest, it allows digestion from the previous course.
For you, it provides time to casually reset their tabletop
for the next course.
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The Serve
RULE: Serve women and children first, then the man.
When serving multiple women, the ruling is "age before beauty",
meaning to serve the elders first, then the younger.
Carry only one large plate per hand
(smaller plates and saucers may be carried in pairs, per hand).
Also, serve the plate with the meat closest to the guest.This makes the serve visually more appealing
and makes the most valued portion of the meal appear larger.
Carry cups/glasses at the bottom and stemware by the stem,
never by the tops, which causes fingerprints and compromises
sanitary presentation.
Serve dishes over guest's Right shoulder.
Collect dishes over the guests' Left shoulder.
Assisting servers are called "Buddies" who follow the lead
of the table's "primary server" (PS).
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Single Serve Method
When reaching a table, Buddies should standby in line,
so that the PS can direct the Serve to the table.
After the dish is taken, by the PS, the Buddy is thanked and relieved, one by one.
If additional help is needed, the Buddy can
be delegated, when in line, to bring
any remaining dishes.
Benefits:
A Single Serve Method eliminates "auctioning" food
(having to ask "who had what") at the table.
NOTE: Alternative serve methods include Buddies
surrounding the table and making a simultaneous serve.
While an acceptable method, in larger restaurants,
this causes customers to feel bombarded,
in smaller ones.
All servers are expected to assist, when asked (and within reason).
This includes refilling water glasses at/pre-bussing other servers' tables.
However, wine glasses and cocktails must be refilled, only, by the PS.
The PS has the greatest understanding of the table's needs,
from course to course so all table requests should be reported to,
executed or delegated by the PS.
This keeps the PS from, inadvertently,appearing "inattentive", when attending to
other necessary tasks.
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DO NOT over-converse with Guests. Guests dine to socialize with each other, during their allotted time.
Unless they initiate, for your input, don't interfere/interject
nor take it as an open invitation to just chat away,
for you just may chat them [and your gratuity] away.
A fine dining server should be, almost, invisible.
Speak and be friendly-
..then, go away but keep a watchful eye
from a safe distance, as to insure their privacy.
DO NOT make Guests nervous with hectic activity.Be prompt and on one's toes,
but don't walk hard nor run (floor and tables shake from speeding servers),
lest guests become tense from Servers' zooming and hovering.
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After serving the table's dishes, offer any extra condiments that
maybe needed to start their meal.
Remember to return to the table, within two minutes,
to make certain that all is well.
Take away all used plates, utensils, glasses bottles and debris from the table
as soon and often as possible, no matter how small.
Anticipate the table's needs before they become aware.
Water and soft drink refills should never have to
be requested.
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Dropping The Check
Upon "dropping the check", there should only be the Guests' drinks,
left on the table.
This is evidence of a well-served table
and will reflect in your gratuity.
Although it may take an extra moment to completely clear the table,
before the final transaction, do so quickly.
Too long of a delay here
may cause your gratuity to go into default/"sudden death".
DO NOT assume that the man is paying when serving a couple.
Instead, place the ticketbook at the edge of the table, inbetween the couple and leave
until the Guest has chosen a method of payment.
This keeps you from triggering
embarrassing "bad date" moments,
at the Point Of Sale.
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The Closing
When closing out a table and delivering the ticketbook with change or for signing,
thank the Guest for their patronage, using his/her last name if possible.
Many times, Guests will use a credit card to pay where you may
locate the paying Guest's last name.
When favorable, invite them to return
for another fantastic dining experience.
Like in the greeting, express your name
and the name of the restaurant, to not only insure return patronage
but also preferred clientele.
Reminder: Do not abandon the Guests' needs after the transaction has been completed.
Often, Guests will linger to talk and digest, sipping their drink until they're ready to move on.
Refill their glasses until they dismiss you or get up to leave.
Sometimes, they may get a second wind
and make another order.
This gives you an open opportunity
to raise your gratuity.
As they leave, give a final and friendly farewell.
-----------------------------------------------------------
Congratulations, you've just successfully executed
a Fine Dining Service Presentation!
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ATTENTION:
It is not enough for only one or two servers within an establishment,
to adhere to this format, but all servers must make a concerted effort
to learn, know, do and master these techniques.
Even the interaction/conferral between servers should be looked upon, by Guests,
as a well-choreographed performance which appears effortless,
yet cannot be imitated.
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Bonus Sell-Points
(Summary)
- Refer to guests, by last name (Mr./Ms./Mrs. ____)
- Get the Guest a drink, right away.
- Offer options, by name.
- Do not list every item, verbally.
- Simple info = easily made decisions.
- Upsell, using names and appetizing descriptions.
- Ask "choice- specific" questions.
- DO NOT take food "personally".
- You can refer a certain dish, in order of its rate of sale.
- "I don't know" is never an acceptable answer, rather, "I'll find out".
- DO NOT over-converse with your table.
- Be, almost, invisible.
- DO NOT make Guests nervous with hectic activity.
- Delay the courses of the meal by apx. 7-10 minutes.
- return to the table, within two minutes, after serving a course.
- Pre-bus, Pre-bus, Pre-bus!
- Anticipate the table's needs
- Remove all, but the Guests' drink from the table, before "dropping the check".
- Even after check closing, keep refilling and selling.
Rules Of Thumb
Concerning Wines
Suggest wines that match the meal.
Know the wines' names, type, regions, vintage and descriptions.- White (Chardonnay, P. Grigio, Riesling, Moscato) = Chicken & some Fish
- Red (Merlot, Cabernet) = Beef & some Shellfish
- Rosee' (P. Noir, Shiraz, Cabernet Sauvignon) = Beef, Veal, Venison, General Seafood
- Moscato or Riesling (White) = Desserts
Concerning Cocktails
No Well Drinks
"Well drinks" (cocktails made with bottom- shelf liquors)
maybe simple and easy to order, but they rarely 'please'.
Always ask a Guest what brand of liquor they prefer, in their drink.
This insures their satisfaction (on your end)
when the cocktail arrives.
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Good fortune to you all!
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