RESTAURANT TRAINING PROGRAM.

1. Staff Training: Restaurant Server Guidelines
Most fine dining and casual dining restaurants employ a waitstaff to serve and care for the
patrons. Servers are an essential part of your concept; they deliver the positive attitude and
respect that create a memorable experience for dining guests. Just as a manager should expect
a top-notch server, servers need solid training and ongoing support to succeed.
Initial Training
Start your new employees off on the right foot with an organized approach for staff training.
And be sure to include new hires with years of experience into your training program. They
will need an orientation to how your restaurant works, how your management style works
and the level of service you expect for each guest. Focus on the following areas to keep a
streamlined approach for every new employee:
Restaurant concept. Inform your employees of the history and other interesting facts about
the restaurant. Often the restaurant name, founder, owner or structure will have some special
meaning or interest value which can engage the patrons and make them feel like part of the
concept itself.
Restaurant layout. Servers spend their entire shifts on their feet, moving quickly between
the kitchen and the dining room floor. Proper orientation to the layout of the restaurant,
including restrooms, emergency exits, storage rooms, kitchen space and dining room
arrangement are important to a server’s speed and comfort in the restaurant environment.
Menu knowledge. Managers often provide new servers the opportunity to taste several items
on the menu before serving them. In order to sell the items, it is essential that servers sample
as much as possible so they can suggest a favorite or describe the flavors of the special.
Additionally, guests often want to know the nutritional information of dishes, or how they are
prepared.
Etiquette. Proper service etiquette is paramount to a memorable dining experience. Servers
must be adequately trained in exceptional customer care before they begin working shifts.
Provide opportunities to practice proper serving techniques and etiquette by engaging in role-
modeling exercises, or by pairing more experienced workers with new ones.
Emphasize the desirable traits in a restaurant employee.
For example, use the acronym S.E.R.V.I.C.E. to remind your servers of how they should
portray themselves.

2. Shadowing. Many restaurant owners or managers will require that all new hires spend time
shadowing, or following other servers throughout one or more complete shifts. This allows
the more experienced server to model proper server etiquette, menu knowledge and
responsible behavior to the new hire, easing him or her into the new role.
Instill the right behaviors. Throughout the initial training period, instilling the correct
behaviors in new hires is crucial. One of these crucial habits involves writing orders down.
This shows a desire for precision and eliminates embarrassing, forgetful moments. Other
behaviors that deserve emphasis include:
 Completing cleaning duties throughout the shift
 Helping team-mates whenever possible
 Leaving personal issues at the door
Ongoing Training
Though your experienced servers may not require intensive training sessions, ongoing
training can help improve skills and address any recurring issues.
Improve suggestive selling skills. As servers become better acquainted with the restaurant
and the menu, they are able to suggest the best appetizers, the most profitable entrées and the
most irresistible desserts to improve their sales. Some ideas to help guide employees in this
direction include the following:
 Becoming familiar with the menu
 Learning which menu items are most profitable
 Gaining knowledge of daily specials
 Selecting favorite menu items
 Suggesting wine pairings
 Upselling menu items

3. Ignoring vs. smothering a table. When serving a table, it is important to find the balance
between ignoring the patrons and spending too much time with them. Training a server to
read the attitude at a table is a good way to tell about how much attention they need.
Customers who consistently look around the restaurant are probably looking for their absent
server. However, customers who make minimal eye contact or continue their conversation in
the server’s presence probably want less attention.
Improve multi-tasking skills. At all times, servers should be considering the needs of their
tables. They should be constantly aware of whether the tables need food or drinks, if the
plates need clearing, and if the patrons are ready for a check. Additionally, servers should be
aware of their teammates, helping to run food or refill drinks if they could use some help.