Unfortunately we all know what it is like to have a bad restaurant experience. Having to wait up to twenty minutes before ordering your drink order, having to ask twice for a glass of water, the wrong bill, and worst of all… receiving unkind treatment. Without being aware of the true cause of tremendous inconvenience for most of the diners, the responsibility lies with the waiter. That is why I have spent time writing the 7 basic recommendations so that a waiter has the ability to reduce the number of errors during service and I have called each of the recommendations habits since if they are acquired as such they will contribute satisfactorily to improve the service substantially.
1.- Know the Menu.
When a customer asks a question, they want a short and quick answer, so it is vitally important to study the restaurant menu thoroughly. The waiter has the task of testing and knowing how to prepare the dishes on the menu, for this it is important to have cross training through which the staff knows the operation of the departments to which they do not belong. The server must have the ability to provide the information of the dishes when requested. It is completely natural that the customer expects the restaurant staff to know more about the menu than he does.
2.- Know the preparation times.
Ultimately, a waiter cannot control the preparation times of the dishes, however, he can make sure that the customer receives the drinks in a timely manner. A very practical way is to offer appetizers or entrees to share, this will give the kitchen staff valuable time. The waiter must have the ability to manage the times of their tables collaborating with the kitchen so that the customer does not despair for their food. Communication with the kitchen area is vital to coordinate orders.
3.- Give good attention.
A qualified waiter must know how to serve a customer without making them feel uncomfortable about having to look for their waiter to be served, but be careful! It can also feel just as uncomfortable when the waiter is very persistent in his attention or is constantly observing someone in the group or worse, listening to their conversations. The art of serving requires skills and with them knowing how to identify when the diner wants something, a simple look up, the turn of his head or a glance is the signal that he needs something.
4.- Be empathetic.
Knowing how to identify the type of diner to which the client belongs is very important to provide excellent service, there are clients who may appreciate some jokes and a little talk, however, others will prefer absolute privacy and that you limit yourself to serving them, others will want you to act fast while some will pretend not to feel rushed. The body language of clients is not so complex to interpret, listening to the signals of their verbal language is also a useful tool to serve clients according to their particularities.
5.-Be adaptable.
In addition to being able to adapt to the different personalities of the diners, the waiter must adapt to the various situations that may arise due to a setback within the restaurant. While it is true that the waiter cannot regulate or predict what will happen in the restaurant, if he acts intelligently he will know that with his mental agility he will be able to solve many of the unforeseen events that arise.
6.- Be patient.
It can happen that mistakes are made at the bar or in the kitchen, when this happens the waiter must remain calm and not allow the problem to affect the service. When there is a crisis it is essential not to let it grow, supporting and being supported is extremely important and maintaining patience is convenient.
7.-Be courteous.
When a customer is upset the best remedy is to address them with the right words and attitude. It usually happens that situations totally unrelated to the restaurant cause the diner's stress, traffic, overwork, some discussion at work and many other reasons that lead to the customer arriving at his table very hungry, without patience, annoying and also looking of a fast service "who pays it".
Always smile, with subtlety, but smile, acknowledge your problem and accept the restaurant's mistake, never blame anyone or expose your colleagues to justify yourself, a simple "I'm very sorry for the inconvenience" is enough. Remember that when a person raises his voice he becomes deaf, therefore, if we use a friendly and low whole, the client will have to lower his voice to be able to listen and hear himself, that will help him calm down.
The customer wants to feel that we really care about their experience during their stay at our restaurant. Being hospitable is vital and remembering that the customer comes first and that they are always right (even if they are not always right) is also right. I wish you every success and remember that I am at your service.
