Staff Training: Restaurant Server Guidelines
Most fine dining and casual dining restaurants employ a wait
staff 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.
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
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.
Training Methods for Restaurant Employees
How you train your restaurant employees determines the success of your establishment. Because food service relies on customer satisfaction, your staff needs to be able to juggle the demands of the customers while properly utilizing the company’s resources. Training your restaurant staff is an investment so do not skimp out on it because a well-trained staff can mean big dividends. The training methods used are what determine the success of your efforts – each establishment will have their own tweaks, but in general, these methods will help you get started. Please see the infographic below to see what we recommend.
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