PART 2: STEPS OF SERVICE
Every table is different and you should base your steps of service accordingly- to the way the guest wants to be served, or acts like they want to be served
Step 1: The Greet: I always approach the table soon as they sit-down or within the first minute. Most people are ready to order at least their drink, and want to be recognized as being there. Even if you are busy with another table, taking an order or serving food or drinks, at least find a second or two to say, "I'll be with you guys in just a minute." At least they know a server saw them sit down. My usually approach is quick and friendly. There are many ways to greet tables, some being casual, such as, "How are y'all doing tonight, my name is Raymond, I'm gonna be taking care of you tonight, How about some drinks to start with." That's when you find out exactly where the customers are in their readiness. Some will say, "sure I'll have a vodka martini straight-up", or if their not quite ready they'll say, "give us a minute." Either way I know from the start the pace that the table is probably going to go. If they ask for time, I usually will go do something that's quick, and pass back and look at their body language. Did they put the wine list down or are they looking at menu's- are good indicators that they have made a drink decision. Either way it goes, once you have a beverage order- you're ready for...
Step 2: Which is tour-guiding the menu. What I always do is find things on the menu that I really like or that is popular, and many of my guest have raved about. This way I know if I guide them to the good stuff, they are gonna love me for it- in the form of a nice fat tip. A guest does not like long presentations, they give you a minute, maybe a bit longer- to make your pitch, then you loose their attention. So, tell them about: menu-specials and soup-du-jour, if there is one, point out a couple of really good appetizers (remember, the more expensive the better for you), and a couple of menu 'entrees you know they will love, and your done. Now the guest feels informed, payed attention to, and appreciated. Remember, always up-sell whatever you can. I do not like to take advantage of my guest, but will up-grade any drink or food item, that they allow me to, and plant the necessary seeds in their head- to make them want what I suggest. I use words like, "awesome", or "phenomenal", when describing food items. Soon as people hear that, if they were a little interested- they are now locked on that item.
Step 3: Hopefully you've up-sold the liquor to a call-brand or a premium, if the drinks are going to take a couple of minutes, either check on other tables that you have, or check out the table you just came from- to see if menu's are still being read, or do they look ready to order. Here's something not many, if any corporate restaurants, and for that matter, most managers don't realize- that steps of service are not mechanical. In other words, there is an order to service, but you don't do: step 1, then step 2, then step 3, and so forth and so on- they tend to flow or mix together particularly in a restaurant that is busy, busy. Example: I greeted the table, tour-guided them on the menu, (step 1, step 2), took a drink order, but now I know the drinks are going to take a couple of minutes, so I go back to the table, inform the guest, and see what they would like... Whether they order an appetizer or not, you have used the couple minutes it was going to take to make your drinks- by keeping the service flowing.
Step 4: Bread delivery- make sure you or your busser- delivers bread and butter to the table
Step 5: Take the entree order, and any salad or soup orders and side- item orders, up-selling all the way- without taking advantage. I used to work at an up-scale steakhouse in New Orleans (which will remain nameless for obvious reasons), that had super-expensive steaks, like 60 bucks for just a filet', no nothing else, just a steak on a plate with a little butter. Everything was Ala-Carte'. For those that don't know what Ala-carte' means- it means you pay for every item separately. So, I use to try and sell or up-sell my steaks by asking the guest if they would like: jumbo lump-crabmeat on the side, or add a broiled lobster-tail to their steak- and this place told me not to do that because the steaks were already expensive enough, and they don't want their guest to feel like we took advantage of them (are you shitting me, if you can eat at a $100.00 a person steak-house, you can afford it, you can well afford almost anything I can suggest to you with the exception of maybe a super expensive bottle of wine).I think they were just jealous, because I was good at doing it, and they didn't know how. O.K.
Step 6: You've ordered everything else after the appetizer, time to deliver or check to see if it has been delivered by a food-runner, which ever the case- after the app. has been on the table for a couple of minutes, you do what some places call: a quality-check. Lets say you suggested' Oysters-Rockefeller, and they took your suggestion. You eyeball the table and after, not before, they get some of it eaten, you go and say, "so how's The Rockefeller, was I was right", and the response you want is, "oh god, these are delicious, thank you", and at the same time you are checking the levels on water and beverages, and mixed-drinks and wine. Of course, had the table ordered wine only, and not cocktails- that would have been done as step-2. However, at point, if they had cocktails, they may be ready to order a bottle of wine; so I'm gonna say say the offering of a bottle of wine should be: step-6, or 7. depending on how fast they consume their cocktails. For the sake of the example, they both ordered a salad. After the appetizer is finished and cleared, and the table manicured...
Step 7: Serve the salads and offer fresh ground black-pepper. You would be surprised how many servers don't offer it, or how many fine-dining restaurants have pepper-mills that don't work.
Step 8: Wine service is done differently in almost every place I've worked at. The key here is to be as smooth as you can. Here's how do it: (A) present the wine to the guest that ordered it, label facing him or her for approval; if it's a vintage make sure you have the correct year (B) cut the foil below the rim of the neck, and put the foil in a pocket of yours (C) place the bottle on the corner of the of the table, and insert cork screw (D) remove cork and place next to the guest (E) pour the guest about an ounce to taste and approve, always have a folded napkin in the left hand for wiping the neck of bottle (F) the wine pour rotation starts with ladies first, and the oldest first, then any other men, then the person that ordered the wine. I always pour a modest amount, and then watch to see who the guzzler is- and I'm not shy about refilling glasses. The quicker the bottles gone, the more pressure the host feels to order another one, money...money...money...
Step 9: After the customer is finished, this is when you clear and clean the entire table of all things that are no longer needed. Dirty plates and glasses, flatware, trash, depending what type of restaurant you work in.
Step 10: At this point you now make your dessert presentation or offering, and also- coffee, cappuccino, espresso's, and after dinner cordials, single-malt scotch's, and even cigars (if it applies to the type of restaurant you work at that sells them and has a place/courtyard or outdoor area to smoke them)
Step 11: This step is the serving of the after dinner items. Make sure your table is marked with appropriate clean flatware, and leave your guest- to enjoy the end of their meal.
Step 12: Present the check for payment. If you're not sure who's paying, always place the check in as neutral a position as you can, as to not put any undo pressure on any one person- to pick it up. Let them figure it out.
Step 13: Process the payment, and bring back the charge, voucher, or change if it was cash- to the customer. And it's at this time that I usually say, "thank y'all so much for coming, very nice having you and it was a pleasure serving you", maybe more if they are overly friendly. I'm always trying to build a call-clientele, or at the least, trying to win a repeat customer for the restaurant
Step 14: Service to the end. That means until the customer leaves the building. Even though the customer has paid their bill, and you said your good-byes at the table, you should never, ever totally abandon your customers. Water glasses may need to be filled, again. They may have brought in something that you need to retrieve for them, such as a coat or hat or walker. Hell, they might even decide they want to order something else like dessert, that maybe they originally passed on or an after-dinner drink.
Step 15: is the final step. The last thing you are going to do for your customers, as they walk out the door- is acknowledge them with one final, "thank you, have a nice evening", and your finished... Job complete. I promise you that if you do these steps, and follow them, and treat your customers with tender loving care- that you will, guaranteed, make larger/higher percentage tips, most of the time. If I had to put a percentage on it, probably 95%. There is always going to be that 5%, that you can't get more money out of- no matter what you do for them (that goes for life, too).
Every table is different and you should base your steps of service accordingly- to the way the guest wants to be served, or acts like they want to be served
Step 1: The Greet: I always approach the table soon as they sit-down or within the first minute. Most people are ready to order at least their drink, and want to be recognized as being there. Even if you are busy with another table, taking an order or serving food or drinks, at least find a second or two to say, "I'll be with you guys in just a minute." At least they know a server saw them sit down. My usually approach is quick and friendly. There are many ways to greet tables, some being casual, such as, "How are y'all doing tonight, my name is Raymond, I'm gonna be taking care of you tonight, How about some drinks to start with." That's when you find out exactly where the customers are in their readiness. Some will say, "sure I'll have a vodka martini straight-up", or if their not quite ready they'll say, "give us a minute." Either way I know from the start the pace that the table is probably going to go. If they ask for time, I usually will go do something that's quick, and pass back and look at their body language. Did they put the wine list down or are they looking at menu's- are good indicators that they have made a drink decision. Either way it goes, once you have a beverage order- you're ready for...
Step 2: Which is tour-guiding the menu. What I always do is find things on the menu that I really like or that is popular, and many of my guest have raved about. This way I know if I guide them to the good stuff, they are gonna love me for it- in the form of a nice fat tip. A guest does not like long presentations, they give you a minute, maybe a bit longer- to make your pitch, then you loose their attention. So, tell them about: menu-specials and soup-du-jour, if there is one, point out a couple of really good appetizers (remember, the more expensive the better for you), and a couple of menu 'entrees you know they will love, and your done. Now the guest feels informed, payed attention to, and appreciated. Remember, always up-sell whatever you can. I do not like to take advantage of my guest, but will up-grade any drink or food item, that they allow me to, and plant the necessary seeds in their head- to make them want what I suggest. I use words like, "awesome", or "phenomenal", when describing food items. Soon as people hear that, if they were a little interested- they are now locked on that item.
Step 3: Hopefully you've up-sold the liquor to a call-brand or a premium, if the drinks are going to take a couple of minutes, either check on other tables that you have, or check out the table you just came from- to see if menu's are still being read, or do they look ready to order. Here's something not many, if any corporate restaurants, and for that matter, most managers don't realize- that steps of service are not mechanical. In other words, there is an order to service, but you don't do: step 1, then step 2, then step 3, and so forth and so on- they tend to flow or mix together particularly in a restaurant that is busy, busy. Example: I greeted the table, tour-guided them on the menu, (step 1, step 2), took a drink order, but now I know the drinks are going to take a couple of minutes, so I go back to the table, inform the guest, and see what they would like... Whether they order an appetizer or not, you have used the couple minutes it was going to take to make your drinks- by keeping the service flowing.
Step 4: Bread delivery- make sure you or your busser- delivers bread and butter to the table
Step 5: Take the entree order, and any salad or soup orders and side- item orders, up-selling all the way- without taking advantage. I used to work at an up-scale steakhouse in New Orleans (which will remain nameless for obvious reasons), that had super-expensive steaks, like 60 bucks for just a filet', no nothing else, just a steak on a plate with a little butter. Everything was Ala-Carte'. For those that don't know what Ala-carte' means- it means you pay for every item separately. So, I use to try and sell or up-sell my steaks by asking the guest if they would like: jumbo lump-crabmeat on the side, or add a broiled lobster-tail to their steak- and this place told me not to do that because the steaks were already expensive enough, and they don't want their guest to feel like we took advantage of them (are you shitting me, if you can eat at a $100.00 a person steak-house, you can afford it, you can well afford almost anything I can suggest to you with the exception of maybe a super expensive bottle of wine).I think they were just jealous, because I was good at doing it, and they didn't know how. O.K.
Step 6: You've ordered everything else after the appetizer, time to deliver or check to see if it has been delivered by a food-runner, which ever the case- after the app. has been on the table for a couple of minutes, you do what some places call: a quality-check. Lets say you suggested' Oysters-Rockefeller, and they took your suggestion. You eyeball the table and after, not before, they get some of it eaten, you go and say, "so how's The Rockefeller, was I was right", and the response you want is, "oh god, these are delicious, thank you", and at the same time you are checking the levels on water and beverages, and mixed-drinks and wine. Of course, had the table ordered wine only, and not cocktails- that would have been done as step-2. However, at point, if they had cocktails, they may be ready to order a bottle of wine; so I'm gonna say say the offering of a bottle of wine should be: step-6, or 7. depending on how fast they consume their cocktails. For the sake of the example, they both ordered a salad. After the appetizer is finished and cleared, and the table manicured...
Step 7: Serve the salads and offer fresh ground black-pepper. You would be surprised how many servers don't offer it, or how many fine-dining restaurants have pepper-mills that don't work.
Step 8: Wine service is done differently in almost every place I've worked at. The key here is to be as smooth as you can. Here's how do it: (A) present the wine to the guest that ordered it, label facing him or her for approval; if it's a vintage make sure you have the correct year (B) cut the foil below the rim of the neck, and put the foil in a pocket of yours (C) place the bottle on the corner of the of the table, and insert cork screw (D) remove cork and place next to the guest (E) pour the guest about an ounce to taste and approve, always have a folded napkin in the left hand for wiping the neck of bottle (F) the wine pour rotation starts with ladies first, and the oldest first, then any other men, then the person that ordered the wine. I always pour a modest amount, and then watch to see who the guzzler is- and I'm not shy about refilling glasses. The quicker the bottles gone, the more pressure the host feels to order another one, money...money...money...
Step 9: After the customer is finished, this is when you clear and clean the entire table of all things that are no longer needed. Dirty plates and glasses, flatware, trash, depending what type of restaurant you work in.
Step 10: At this point you now make your dessert presentation or offering, and also- coffee, cappuccino, espresso's, and after dinner cordials, single-malt scotch's, and even cigars (if it applies to the type of restaurant you work at that sells them and has a place/courtyard or outdoor area to smoke them)
Step 11: This step is the serving of the after dinner items. Make sure your table is marked with appropriate clean flatware, and leave your guest- to enjoy the end of their meal.
Step 12: Present the check for payment. If you're not sure who's paying, always place the check in as neutral a position as you can, as to not put any undo pressure on any one person- to pick it up. Let them figure it out.
Step 13: Process the payment, and bring back the charge, voucher, or change if it was cash- to the customer. And it's at this time that I usually say, "thank y'all so much for coming, very nice having you and it was a pleasure serving you", maybe more if they are overly friendly. I'm always trying to build a call-clientele, or at the least, trying to win a repeat customer for the restaurant
Step 14: Service to the end. That means until the customer leaves the building. Even though the customer has paid their bill, and you said your good-byes at the table, you should never, ever totally abandon your customers. Water glasses may need to be filled, again. They may have brought in something that you need to retrieve for them, such as a coat or hat or walker. Hell, they might even decide they want to order something else like dessert, that maybe they originally passed on or an after-dinner drink.
Step 15: is the final step. The last thing you are going to do for your customers, as they walk out the door- is acknowledge them with one final, "thank you, have a nice evening", and your finished... Job complete. I promise you that if you do these steps, and follow them, and treat your customers with tender loving care- that you will, guaranteed, make larger/higher percentage tips, most of the time. If I had to put a percentage on it, probably 95%. There is always going to be that 5%, that you can't get more money out of- no matter what you do for them (that goes for life, too).