Rules for Restaurant Staffers

This is #1-50.  Posted on the NY Times Blog under "You're the Boss".
 
 
 
 
October 29, 2009, 12:39 pm
One Hundred Things Restaurant Staffers Should Never Do (Part 1) By Bruce Buschel
Herewith is a modest list of dos and don’ts for servers at the seafood restaurant I am building. Veteran waiters, moonlighting actresses, libertarians and baristas will no doubt protest some or most of what follows. They will claim it homogenizes them or stifles their true nature. And yet, if 100 different actors play Hamlet, hitting all the same marks, reciting all the same lines, cannot each one bring something unique to that role?
1. Do not let anyone enter the restaurant without a warm greeting.
2. Do not make a singleton feel bad. Do not say, “Are you waiting for someone?” Ask for a reservation. Ask if he or she would like to sit at the bar.
3. Never refuse to seat three guests because a fourth has not yet arrived.

4. If a table is not ready within a reasonable length of time, offer a free drink and/or amuse-bouche. The guests may be tired and hungry and thirsty, and they did everything right.
5. Tables should be level without anyone asking. Fix it before guests are seated.
6. Do not lead the witness with, “Bottled water or just tap?” Both are fine. Remain neutral.
7. Do not announce your name. No jokes, no flirting, no cuteness.
8. Do not interrupt a conversation. For any reason. Especially not to recite specials. Wait for the right moment.
9. Do not recite the specials too fast or robotically or dramatically. It is not a soliloquy. This is not an audition.
10. Do not inject your personal favorites when explaining the specials.
11. Do not hustle the lobsters. That is, do not say, “We only have two lobsters left.” Even if there are only two lobsters left.
12. Do not touch the rim of a water glass. Or any other glass.
13. Handle wine glasses by their stems and silverware by the handles.
14. When you ask, “How’s everything?” or “How was the meal?” listen to the answer and fix whatever is not right.
15. Never say “I don’t know” to any question without following with, “I’ll find out.”
16. If someone requests more sauce or gravy or cheese, bring a side dish of same. No pouring. Let them help themselves.
17. Do not take an empty plate from one guest while others are still eating the same course. Wait, wait, wait.
18. Know before approaching a table who has ordered what. Do not ask, “Who’s having the shrimp?”
19. Offer guests butter and/or olive oil with their bread.
20. Never refuse to substitute one vegetable for another.
21. Never serve anything that looks creepy or runny or wrong.
22. If someone is unsure about a wine choice, help him. That might mean sending someone else to the table or offering a taste or two.
23. If someone likes a wine, steam the label off the bottle and give it to the guest with the bill. It has the year, the vintner, the importer, etc.
24. Never use the same glass for a second drink.
25. Make sure the glasses are clean. Inspect them before placing them on the table.
26. Never assume people want their white wine in an ice bucket. Inquire.
27. For red wine, ask if the guests want to pour their own or prefer the waiter to pour.
28. Do not put your hands all over the spout of a wine bottle while removing the cork.
29. Do not pop a champagne cork. Remove it quietly, gracefully. The less noise the better.
30. Never let the wine bottle touch the glass into which you are pouring. No one wants to drink the dust or dirt from the bottle.
31. Never remove a plate full of food without asking what went wrong. Obviously, something went wrong.
32. Never touch a customer. No excuses. Do not do it. Do not brush them, move them, wipe them or dust them.
33. Do not bang into chairs or tables when passing by.
34. Do not have a personal conversation with another server within earshot of customers.
35. Do not eat or drink in plain view of guests.
36. Never reek from perfume or cigarettes. People want to smell the food and beverage.
37. Do not drink alcohol on the job, even if invited by the guests. “Not when I’m on duty” will suffice.
38.Do not call a guy a “dude.”
39. Do not call a woman “lady.”
40. Never say, “Good choice,” implying that other choices are bad.
41. Saying, “No problem” is a problem. It has a tone of insincerity or sarcasm. “My pleasure” or “You’re welcome” will do.     
42. Do not compliment a guest’s attire or hairdo or makeup. You are insulting someone else.
43. Never mention what your favorite dessert is. It’s irrelevant.
44. Do not discuss your own eating habits, be you vegan or lactose intolerant or diabetic.
45. Do not curse, no matter how young or hip the guests.
46. Never acknowledge any one guest over and above any other. All guests are equal.
47. Do not gossip about co-workers or guests within earshot of guests.
48. Do not ask what someone is eating or drinking when they ask for more; remember or consult the order.
49. Never mention the tip, unless asked.
50. Do not turn on the charm when it’s tip time. Be consistent throughout.

38.Do not call a guy a “dude.”
39. Do not call a woman “lady.”
 
Never say guys. Especially when both women & men or most especially when women alone are at the table.

8. Do not interrupt a conversation. For any reason. Especially not to recite specials. Wait for the right moment.
 
I would never be served at a restaurant if they always waited for me to stop talking.

....................Rules for Restaurant Owners and Managers................
Good customer service comes from good training.
Good customer service comes with good management.
Good customer service comes when you set the example.
Good customer service comes when you work the floor.
Good customer service comes with a well staffed dinning room.
Good customer service comes with contented employees.
Good customer service comes from employee input
Good customer service comes from employee satisfaction.
Good customer service comes with well paid employees.

Work hand and hand with your employees, be open minded and help them accomplish their goals. Show by example, employees like doers not talkers. Respect is earned not given......................I have managed many Restaurants. I never had a problem with customer service in any restaurant when I worked the floor hand and hand with my employees.........Good/Great customer service comes from Great management............Bill

I say...
 
Keep your own personal opinions about politics the Govt. and anything else that are hot button issues out of a restaurant.
 
It is a restaurant...not the Mc Laughlin Group for debating. Do it on you own time...if you must.
 
 
Never complain or rant about your life or your personal opinions about anything. People are there to enjoy their meal...not listen to your BS.
 
Never raise your voice. If you have to raise your voice that says something about your own lack of leadership and communication skills.
 
Clean hands...ALWAYS. NO EXCEPTIONS!
  
  
 

Its all about the manager and owner being consistant every day. The customer signs the paycheck. Treat every customer like they were your Mother.
51. Stop asking Customers how everything is over and over. The customer should be able to enjoy there dinner with out interruptions.
52. Drop off the Bill when they are done. A customer should never have to wait to pay. Return the receipt and card quickly.
53. Bathrooms must be spotless. That includes the door.
54. Trash can in rest room should be in reach of door.
55. Waitstaff should not look like a Pin Cushion.
56. Never sit at customers table unless it's Hooters.
57. Make sure soda is mixed correctly.
58. Thank the Customer for coming in.
59. Ask the Customer if they would like the plates cleared. Dont assume.

31. Never remove a plate full of food without asking what went wrong. Obviously, something went wrong.
Ask this customer if they would order that entree again.

...Russ

I do not believe in kissing  customers behinds to keep them happy as far as   their dining experience...like it is a hostage situation. When you have excellent unique food service and atmosphere there is no need to be the whipping boy or girl for miserable people who feel like you should cater to them and their opinions about policies that would work best if...policies were revolved around  them and only them. Some patrons hear a fair policy explained in a respectful tone and if they cannot get under over or around it...their opinion is that it is a "bad" policy...because they do not like it....and if they do not like it that policy is wrong in their mind and means the restaurant does not appreciate their business.

CCinNJ


I do not believe in kissing  customers behinds to keep them happy as far as   their dining experience...like it is a hostage situation. When you have excellent unique food service and atmosphere there is no need to be the whipping boy or girl for miserable people who feel like you should cater to them and their opinions about policies that would work best if...policies were revolved around  them and only them. Some patrons hear a fair policy explained in a respectful tone and if they cannot get under over or around it...their opinion is that it is a "bad" policy...because they do not like it....and if they do not like it that policy is wrong in their mind and means the restaurant does not appreciate their business.

I agree with you 100%.
There is a certain percentage of customers that are playing an angle to get something for free or actually make money on the deal. The Customer is not always right. But only the Owner or Manager should deal with these individuals. Personally I would just give them the meal for free and ask that they never return....Russ

It is only a very small percentage who would like to motivate fear and the feeling of "consequences" so they can power play something for free or  be heard just to be heard. It is a somewhat unique atmosphere since alcohol is being served to patrons at times during "work"  and people can behave poorly. Sometimes those people do not even realize they are acting poorly. Not reacting with emotion is important but when you do not react with emotion that is often confused with being flippant. Some people are ready to throw down when they think you are not upset and ready to cry....like crying would help the matter.

Russ Jackson


Treat every customer like they were your Mother.

That would mean I'd have to lock  the door before a customer could enter.

11. Do not hustle the lobsters. 

 
There goes my Pink pantsuit and matching hat.

39. Do not call a woman “lady.”






And NEVER call any female over age 12 as "young lady"......that is so patronizing.  We all know what our ages are and need no one to  say this to us, thinking it is a compliment.............I feel this is insulting!

17. Do not take an empty plate from one guest while others are still eating the same course. Wait, wait, wait. 

  I disagree. Empty plates are removed accordingly.  Some people wish to start but hold a salad through an entree etc. and empty plates do not belong on a table.   
  
 

CCinNJ


17. Do not take an empty plate from one guest while others are still eating the same course. Wait, wait, wait. 

  I disagree. Empty plates are removed accordingly.  Some people wish to start but hold a salad through an entree etc. and empty plates do not belong on a table.   
  
 

That rule bothered me too.

Well...when you need 100 total rules for proper management you are not a great manager. The restaurant has not opened and maybe he will come off that "I'm the boss..if you do not like it" yada yada trip. That is not the way to handle any busness at hand. Maybe he needs 100 ways to hire good employees who do not need to be told all of these things just so he can be "the boss" or ways to get the point across without sounding like a creep. "
 
Do not make a Singleton feel bad.
 
Sorry Ken!

I've served over 250 thousand fine dining meals and about 175k bottles of wine...over 30 years as a waiter and I enjoyed it....I felt like I was at a party but paid to serve people and keep my patrons happy and well attended to.

Most of the guidelines listed are standard and it could depend on the restaurant and diners to guide some of the guidelines listed....uptight biz lunch...yes, they'll want a butler.....fun, sporty resort... they'll want you to help plan their vacation....every restaurant will have a different crowd.

The best restaurants are the ones that hire awesome chef(s)...hands down!
Chef's have a hard, thankless job in most restaurants....god bless them.

I learned wait staff does very well if they dine at their place of work once in a while and if possible, they should pull a few shifts in the kitchen.

I also learned the wine lists and how to pair foods well...I outsold every wait person in every place I ever worked by my second year...because I was taught by some of the best....know your product..the food and the wine and everyone will do very well.

Some people are "beneath" being a waiter...I never had that problem...I liked it...I made full benefits and about 60k a year for a 32 hour work week....then I was in a vehicular accident and can no longer wait tables....I miss it...I looked forward to going to my job.

I wish you the best and understand your train of thought, unless you're operating a very high end restaurant you/your wait staff could risk being called too "stiff" if you don't adapt when needed i. e. I usually clear a dirty plate if it's in risk of soiling a woman's designer outfit...but that's just me!

Restaurants are frought with issues due to the high exposure of personal contact, be realistic and hire a goooooood chef...he'll make sure the food gets served promptly and looks good all the way to the table...sheesh...it is his/her art afterall! 

Those are just a few thoughts from a 30 year veteran from some very fine places to dine.   

PS you might try calling the "specials" something else..."tonight the chef has added a few entres to the menu I would like to describe to you"

Also, steaming labels off a wine bottle for a guest is great....I like to gently stick the label to a paper doilie (we kept paper ones just for this reason) and write in silver pen, the place, date and perhaps the guests names in beautiful flowing script around the label on the doilie and serve it on a plate...there are soooo many fun and classy ways to have fun in this biz...I could go on and on.

Russ Jackson

53. Bathrooms must be spotless. That includes the door.
54. Trash can in rest room should be in reach of door.

I see I'm not the only one who, after drying his hands, uses the paper towel to open the door, holds it open with his foot, and drops/tosses the paper towel into the garbage.

Bart