Restaurants sell food.
So do Grocery stores.
What is the difference?
Restaurants sell service, and as
a waiter you are the...
Basic guidelines
APPEARENCE
 Should be simple and neat.
 Hair should be short or pulled away from the face.
 Fingernails should be clean...
APPEARENCE
 Avoid showy jewelry or piercings.
 Never touch your face or hair in view of guests.
 If you must, do so out...
ATTITUDE
 A positive attitude is essential for a server: guests are
there to have a good experience.
 Your attitude shou...
SENSE OF URGENCY
 Always stay busy, even if you have no guests at the
moment, prepare for the next rush of customers.
 T...
CHATTING
 Never chat with other co-workers in front of guests
 The guests might not be your table, but if they need
some...
FULL HANDS IN/
FULL HANDS OUT
 Being a waiter requires a lot of walking.
 Make things easy by being efficient: don’t wal...
BLINDERS
 Servers that only pay attention to their own guests are
said to have ‘blinders’ on.
 If you see a guest that n...
SERVING FOOD
 Avoid reaching in front of a guest to serve another. If
you must, excuse yourself.
 Warn a customer if a p...
CLEARING PLATES
 Keep the table clear of plates not being used.
Sometimes people find it rude to have their plates
remove...
INTERRUPTING
 Don’t interrupt the conversation at a table. Instead
make friendly eye contact with one of the guests not
s...
IGNORING
 Ignoring or avoiding a table is never the correct solution
to a problem.
 If a table’s order is taking longer ...
 Even if a guest makes a special request that you don’t
think the restaurant can accommodate, always check
with a manager...
RUNNING OUT OF
SOMETHING
 If the restaurant has run out of something and a guest
orders that item, don’t just say. ‘we’re...
TEAMWORK
 A restaurant runs on teamwork. Always ask your
coworkers if they could use a hand.
 Communication is extremely...
CUSTOMER SERVICE
 Treat all guests with respect and professionalism.
Every guest, Every Time.
 As a server you want the ...
CUSTOMER SERVICE
 Try different dishes on the menu, so you can describe
and recommend them to guests.
 By knowing the me...
EXPERT
CUSTOMER SERVICE
 Expert customer service means surpassing your
guest’s expectations by anticipating their needs b...
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Training Buddy Slides

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Training Buddy Slides

  1. 1. Restaurants sell food. So do Grocery stores. What is the difference? Restaurants sell service, and as a waiter you are the one who provides this service.
  2. 2. Basic guidelines
  3. 3. APPEARENCE  Should be simple and neat.  Hair should be short or pulled away from the face.  Fingernails should be clean.  Uniform should be fresh and ironed.
  4. 4. APPEARENCE  Avoid showy jewelry or piercings.  Never touch your face or hair in view of guests.  If you must, do so out of the view of guests.  Wash your hands afterwards.
  5. 5. ATTITUDE  A positive attitude is essential for a server: guests are there to have a good experience.  Your attitude should encourage them to relax and enjoy their meals.  Be pleasant and smile often.  On the other hand, don’t be too friendly and always maintain a professional distance.
  6. 6. SENSE OF URGENCY  Always stay busy, even if you have no guests at the moment, prepare for the next rush of customers.  There is ALWAYS something to do: refer to the procedures checklist and/or ask the manager on duty.  Preparation makes you efficient when the rush hits.
  7. 7. CHATTING  Never chat with other co-workers in front of guests  The guests might not be your table, but if they need something they will become frustrated watching servers chat.  Talk to other servers out of view of the guests, keep it concise, and always keep an eye on the counter and entrance areas.
  8. 8. FULL HANDS IN/ FULL HANDS OUT  Being a waiter requires a lot of walking.  Make things easy by being efficient: don’t walk around empty handed.  Always think ahead to where you are going and what you can bring with you.  For example if you have just taken a drink to a table don’t simply walk back to the bar area: look around to see if you can bring back any empty glasses or dirty dishes, or if any table requires water or bread.
  9. 9. BLINDERS  Servers that only pay attention to their own guests are said to have ‘blinders’ on.  If you see a guest that needs assistance, don’t hesitate to help. If you cannot help them straight away, acknowledge their request and let them know you will be straight back.  A successful server has a strong sense of teamwork.
  10. 10. SERVING FOOD  Avoid reaching in front of a guest to serve another. If you must, excuse yourself.  Warn a customer if a plate you are serving is hot.  Never hold a glass by the rim where people will drink from.  Always hold a plate so your thumb is not touching the food.
  11. 11. CLEARING PLATES  Keep the table clear of plates not being used. Sometimes people find it rude to have their plates removed if others are still eating.  If the plate is pushed far away, or they ask you to remove it go ahead and do so.  Be sure to ask the guest if they are finished with the plate before removing it.
  12. 12. INTERRUPTING  Don’t interrupt the conversation at a table. Instead make friendly eye contact with one of the guests not speaking so they can quiet the speaker for you.
  13. 13. IGNORING  Ignoring or avoiding a table is never the correct solution to a problem.  If a table’s order is taking longer than 20 minutes check with the kitchen/manager and reassure the table you have checked on their food.  If the kitchen is very busy, le the table know and give them a realistic estimate about when their order will be ready.  Often the table just wants to know they haven’t been forgotten.
  14. 14.  Even if a guest makes a special request that you don’t think the restaurant can accommodate, always check with a manager.  If you can’t accommodate that specific request make other suggestions to the guest rather than saying a flat out ‘no’. Saying ‘NO’
  15. 15. RUNNING OUT OF SOMETHING  If the restaurant has run out of something and a guest orders that item, don’t just say. ‘we’re out of that’.  Instead say that you have run out of the item and suggest similar menu items that the guest might enjoy.
  16. 16. TEAMWORK  A restaurant runs on teamwork. Always ask your coworkers if they could use a hand.  Communication is extremely important to share tasks efficiently and avoid asking a table the same question twice.
  17. 17. CUSTOMER SERVICE  Treat all guests with respect and professionalism. Every guest, Every Time.  As a server you want the guest to have a great meal and a great experience.  Never judge a customer by what they are wearing, their age, gender or race. Treat all customers with your best service.  Learn the menu quickly. I you don’t know what something of the menu is or how o pronounce it, ask the manager or the head chef.
  18. 18. CUSTOMER SERVICE  Try different dishes on the menu, so you can describe and recommend them to guests.  By knowing the menu, a server can guide the guests through an enjoyable evening.  Great customer service is expressed verbally and non- verbally: having good posture shows confidence.  Always show interest in the guest. Smiling and eye contact are the best ways to achieve this.
  19. 19. EXPERT CUSTOMER SERVICE  Expert customer service means surpassing your guest’s expectations by anticipating their needs before they ask.  If you can achieve this you will impress your guests and assure they will recommend your restaurant to friends. Also you will immediately brighten up their dining experience making it easier to deal with any problematic that could arise later on.  E.g. If there are children at the table, bring extra napkins, if they drop a fork bring a new one, etc.
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