10 Steps of Service 1. Meet and Greet This is your chance to make a great first impression. Always approach a new table with a smile. This is easier said than done, but with a little practice it can become second nature. After all, these people who are sitting at your assigned table in your assigned section are the ones who are paying your bills. If they chose another place to eat that is less money in your pocket and more in someone else's, so logically you should be happy that they chose to eat with you. The first step is to say hello, see how everyone is doing today, and smile. Everyone will have their own style of doing this unless you work in a very corporate establishment that wants everyone to say the exact same spiel. Introduce yourself by name. This may or may not sit well with you but using your name actually enhances your image with your table. This makes it easier for your table to get a hold of you through other staff if they know who to ask for, and in some instances YOU become more important to THEM and YOU can have people come back to your restaurant to see YOU because YOU gave them great service! 2. Drink Orders immediately following the meet and greet ask people for their drink order. Repeat the order back to them. When you take the drinks to the table remember to use a tray and to call out the name of the specific drink before you put it in front of the customer. Remember with Wine bottles to first show the bottle to the customer emphasizing the name and then to let the person who ordered to taste the wine first. After getting a drink order it is a good time to let the table have a few minutes to look over the menu. 3. Appetizers/Starters This is the usual point where you offer to start the table off with an appetizer or salad before their meal. Offering this before your customers place their entrée order is beneficial in two ways. One, it will increase your check average the more people order appetizers and two the customers will feel that the service is quick and efficient. By placing an appetizer order before the entrée, it allows those appetizers to get started right away and decreases wait time for your customers before they begin eating. By placing the appetizer order in early it you're your table know that you are giving them essential "care" and you will decrease the amount of time that table is in your section. Remember to read the order after it is taken. 4. Main Course = Ask for Drink Refills The entrée order should take place shortly after appetizer orders were placed with the kitchen. It may not seem like much time but most people quickly come to a decision about what they would like for their main course after they know what is coming for an appetizer. When taking the order, make sure you confirm what the guest is telling you. Repeat and read back the order to each guest as this will help you avoid mistakes and misheard requests. If a customer has any kind of allergies or concerns about what is in some item of food, be sure to get your manager involved to talk over anything with your guests. Your manager will appreciate the heads up and they have more clout with the chefs to talk over any of your customer's concerns. Your customer will feel that you understood how important it was to them and they may reward you when you get their payment. The entrée order is also a good time to check for refills and/or more cocktails. Some patrons will not be finished with their cocktails when you take the appetizer order so this is a good time to get to those who are on a normal drinking speed. This is also a good time to ask if your customers will need anything like condiments, utensils, or anything else they might need. Scanning is going to be one of your best tools. Notice any garbage, empty plates (varies on the place but some restaurants have automatic appetizers that may require picking up dirty dishes) Pick up any empty glasses and ring in their drinks and entrées. 5. Entrée Delivery = Drink Refills (yet again) Before you deliver the entrée(s), you must make sure that the table is ready for the entrée(s). Make sure you remove any appetizer plates or other dishes to make room for the main course. Nothing is more uncomfortable than a pile of dishes at the table that the customer must navigate around to enjoy their meal. After everyone looks satisfied with their needs, always leave with a nice remark. I usually say "enjoy!" or something to that effect. This let's your table know that you want them to have a good dining experience while eating their food. It may not seem like much of a gesture, but people subconsciously note these things as it is part of the whole dining experience. 6. The 2 min Check Back The two minuet check back is customary in every restaurant. This is the time that you check in with the table to make sure everything tastes the way it should and everyone is happy. Nine times out of ten this is the case, but there will always be a table that has a problem. Like we said earlier, nothing ever goes as planned and this is another area where problems arise. The two minute check back was designed to make sure you have everything right. Sometimes customers forget that they want a side of extra sauce or an extra plate, etc. Sometimes YOU forget to bring something and this is your opportunity to correct YOUR problem. Whatever the case may be, the two minute check back lets your table know that you want everything to be satisfactory at their table. In some cases this can be a great time to scan and ask if anyone would like a drink refill or cocktail. Sometimes people realize that a nice Shiraz or a fruity cocktail would go nice with what they are eating. You can also suggest something to drink at this time. If all is well, let the table enjoy their meal/conversation/down time and stay out of their hair. 7. Clean as "THEY" Go You want to make sure that your guests are always comfortable. When you see that an entrée/appetizer/drink or anything else is done being used, remove it from the table. Clean as they go is the best expression we could come up with. Some restaurants require you to leave plates on the table until everyone is finished eating but any side dishes or glasses can be removed as they are finished. This presents a clean and enjoyable atmosphere for your guests. 8. After Dinner Drinks After all entrées are finished and you have cleaned everyone's plates, it is a good time to see if anyone wants to have another cocktail or after dinner drink. Although you may not have many takers on this, there are a few people who will have a drink after their meal. Most places want you to offer dessert or coffee but we believe that it is better to offer that later. With another cocktail, you will be able to still offer coffee and dessert but you will be increasing your sales by a few dollars more than if you just offered the dessert or coffee. A cocktail as we saw earlier usually cost more than coffee (at least it should) and is often more relaxing than a cup of coffee after a meal. Also, after dinner (the usual cocktail hour) many people will still enjoy a dessert with a cocktail or glass of wine instead of coffee. 9. Dessert/Coffee/Tea After you have offered after dinner drinks, you should now offer dessert, coffee and tea. Make sure you are doing this at the same time as the after dinner drink offer, but not before. You want to make sure your table is anticipating another cocktail before they think about getting dessert or coffee. Those items are usually less expensive than a cocktail so you want to have your guests conditioned to think about a delicious cocktail first. Most people don't like to change their mind or bother the waiter/waitress about something they already ordered even when you are standing right in front of them. Make sure you have a dessert menu ready for people to read. When you deliver the desserts, coffee, or tea you should make one last check to see if anyone would like anything else. Sometimes there will be a request for extra sauce or extra spoons, forks, etc. This is one more chance to make a good impression. Always be prompt with their requests. When people are waiting at a table, the time moves a lot slower than you perceive it to be moving, so requests can feel like an eternity to your guests. 10. Have the Check Ready! If it is appropriate, drop the check when you drop your desserts. Or if it is not, drop the check as soon as possible. If it is after dessert plates are cleared, then have the check ready to do so. Having your table wait to pay will have a negative effect on their experience. Most people do not like to lounge around to wait for their bill. On weekend nights like Friday and Saturday, people are going to be ready to get out on the town and will not want to wait long for their check. Always present the check with a smile. People will feel better that they came to your restaurant and appreciate the gesture. You want your last impression to be a good. A smile will reinforce the great experience they have already had. Let the table know that you will be by to pick up the bill shortly or if you work in an establishment that has a cashier, you should let the table know where the cashier is located.
