STARSHIP Creative, LLC-intelligence-technology: SERVERS/SERVICE INDUSTRY - How To Get Better Tips! (ALGORITHM INSIDE)!!!

by M Jvlian Simmons

FOOD/BAR SERVICE - How difficult is it for you to express your worthiness to be paid/tipped more?

Are you doing all that you know to do for them?

Do they not know what the current tip rate is?

Do they really care?

I'd been in food service off and on for the better part of 15 years as a team leader and a manager of many restaurants, that have done only so much to insure the welfare of their employees' interest in tip increase.

At the worst of times, making a grand total of $15/day at a local Italian eatery, enter this guy I worked with for a time as my team leader, Gregory, that was making more than double what we were from the same position, true story.

One day, I dared to ask how he did this. He for the next month or so taught me how to turn an $80 tip day to a 40- 80% increase!

Now, he also would drill and quiz me on everything, not allowing me to serve my own tables lest I could answer correctly or would find all these Kung-Fu masteresque ways of forcing my concentration until the method stuck.

My boss actually let him; dangit, he's team leader.

Yes, I'll admit, it does differ from one, two or even three-star restaurant service methods.

Heck, sometimes, it appears so vastly different to the traditional method that other servers may even get upset that they DON'T know just what it is that you're doing to get these results.

From then on, it was he and I in the money leaving others in the dust.

WHY did we not share this with them?

WE DID; they thought that their way was better so...

Once, I even had my boss at yet another job since, all-but accuse me of giving away food/drink for extra tips, but as they checked, everything was accounted for and they soon made me team leader and onto management from THAT experience.

It, for me, has clearly been the most helpful in getting the most out of my time with my guests, and showing the value of "choosing me as your host/server".

The following is a way to extract the most tippage from any patron that you may have to serve.

Fine Dining Protocol

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Serve (v.)- to give, to offer or submit, to present in a prescribed order

REGARDING THE HOST/HOSTESS (GREETING)

In Fine Dining, the Server/House's gratuity to the Host/Hostess

depends on personality and graciousness.

The Host/Hostess

is the pacemaker of the House, which keeps the Servers and the Kitchen

in clockwork order.

It is necessary to remain in control of the Guests' and

the Front Of The House's needs.

Some of these tasks include:

Greeting and seating Guests
Phone/Reservation Duty
Collecting applicable “86 list” for the Service Staff (hourly)
Assist Service Staff with pre-bussing of tables
Initial “water-bearer” (pouring the first glass of water for Guests)

As a Host/Hostess in Fine Dining, there are certain protocols that insure

Guest/House appreciation.

A simple consideration

can make the difference in your pay.

If you learn, know, do and master this format, not only will you receive transferable Fine Dining training, but you will also be able to maximize your earning potential

with minimal stress.

The Greet

If you should see them coming, face and open the door for them

and greet your Guests promptly,

asking the number of Guests and their area preference for dining.

Take the correct amount of menus and wine list with you

as you show them to their table (apx. 1min.)

This is your opportunity to announce their upcoming server.

REGARDING SERVERS (SALES and HOSPITALITY)

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"Server, I just sat you."

-Host

Good news, you have Guests!

They've been to all the other

average eateries in town and had the "two-star franchise" experience, its now time to show them what makes this place so special!

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OPENING

Like any good commercial, the scripts maybe different,

but the product name is always dropped within the first eight seconds.

Be certain to say both where they are,
and your name, specifying yourself
as their Server.

Patrons are never to be referred to as “customers”, but “guests”.

According to Jim' n' Nick's BBQ policy, the term, "customer", suggests more concern about their money,

rather than their comfort (NLP/Hospitality tip).

Speak clearly, but in “hushed” tones.

Doing so sets a calm pace, and doesn't embarrass or intimidate the guest by attracting more attention to them than necessary.

NOTE: Smaller dining areas require less volume.

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The Order

Immediately offer a beverage or cocktail.

This takes the edge off and gives guests a chance to adjust.

Guests are more agreeable when they have a refreshing drink in front of them, eespecially if they had to wait a bit longer than usual.

Offer up to three appetizers by name (if you can).

Don't list every item verbally unless asked.

The less information for a guest to process, the easier it is for them to decide.

An appetizing description sells.

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DO NOT ask "yes or no" questions.

Instead, ask "choice-specific" questions.

Example:

DON'T: "Would you like some wine with your entree?"

INSTEAD: "Would you like white or red wine with your entree?"

This will cause your guest to choose an option more easily, than asking them a question to which its fun for them to say no to.

DO NOT take food "personally".

Everyone has their own preferences
in what they do and do not like and why (food allergies, disagreeable tastes,
religious/philosophical prohibitions, etc.), but when Guests dine, the last thing that their dining selection/experience should be is an "issue" to anyone other than themselves.

Even if you do not eat a certain food on the menu for whatever reason, "pigeon-hole"-ing it from referral keeps food from being sold, costing The House money, and subsequently stifles your gratuity potential, via low food sales.

If nothing else, you can refer a certain dish in order of its rate of sale.

Example:

"The _______ is a little too bold/tame/punchy/spicy for my tastes,

but everyone else seems too enjoy it a lot!"

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Courses

In Fine Dining, each dish is served in shifts or “courses”.

Delay the next course of the meal by apx. 7-10 minutes
(or when Guest is half-done with the appetizer, and/or salad).

For the guest, it allows digestion from the previous course.

For you, it provides time to casually reset their tabletop
for the next course.

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The Serve

RULE: Serve women and children first, then the man.

Why? Because if the adults get food first, then it will upset the children, and G-d-forbid if the lady should gets her food last.

You will have upset a subconscious harmony, that's almost impossible to undo.

Feed the children FIRST!

RULE: When serving multiple women, the ruling is "age before beauty", meaning to serve the elders first, then the younger.

Carry only one large plate per hand (smaller plates and saucers may be carried in pairs, per hand).

Also, serve the plate with the meat closest to the guest.

This makes the serve visually more appealing, and makes the most valued portion of the meal appear larger.

Carry cups/glasses at the bottom, and stemware by the stem,

never by the tops, which causes fingerprints and compromises sanitary presentation.

Serve dishes over guest's Right shoulder.

Collect/bus dishes over the guests' Left shoulder.

Assisting servers are called "Buddies" who follow the lead

of the table's "primary server" (PS).

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Single Serve Method

When reaching a table, Buddies should standby in line, so that the PS can direct the Serve to the table.

After the dish is taken, by the PS, the Buddy is thanked and relieved, one by one.

If additional help is needed, the Buddy can

be delegated, when in line, to bring

any remaining dishes.

Benefits:

A Single Serve Method eliminates "auctioning" food (having to ask "who had what") at the table.

NOTE: Alternative serve methods include Buddies

surrounding the table and making a simultaneous serve.

While an acceptable method, in larger restaurants,

this causes customers to feel bombarded,

in smaller ones.

All servers are expected to assist, when asked (and within reason). This includes refilling water glasses at/pre-bussing other servers' tables.

However, wine glasses, and cocktails must be refilled, only, by the PS.

The PS has the greatest understanding of the table's needs,
from course to course so all table requests should be reported to, executed or delegated by the PS.

This keeps the PS from, inadvertently,
appearing "inattentive", when attending to
other necessary tasks.

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DO NOT over-converse with Guests.

Guests dine to socialize with each other, during their allotted time.

Unless they initiate, for your input, don't interfere/interject,
nor take it as an open invitation to just chat away,
for you just may chat them (and your gratuity) away.

A fine dining server should be, almost, invisible.

Speak and be friendly-
..then, go away, but keep a watchful eye from a safe distance, as to insure their privacy.

DO NOT make Guests nervous with hectic activity.

Be prompt and on one's toes, but don't walk hard nor run (floor and tables tend to shake from speeding servers), lest guests become tense from Servers' zooming and hovering.
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After serving the table's dishes, offer any extra condiments that maybe needed to start their meal.

Remember to return to the table, within two minutes,
to make certain that all is well.

Otherwise, delaying your return could cost you minutes more to correct whatever they had to wait to tell you.

Pre-bus, Pre-bus, Pre-bus!

Take away all used plates, utensils, glasses bottles and debris from the table as soon and often as possible, no matter how small. Pass by the table, and grab whatever looks like trash, or a finished dish.

Anticipate the table's needs before they become aware.

Water, and soft drink refills should never have to be requested. If they are, then that means you're moving too slow.

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Dropping The Check

Upon "dropping the check", there should only be the Guests' drinks, left on the table.

This is evidence of a well-served table, and will reflect in your gratuity.

If your table looks like this by checkout, YOU HAVE FAILED.

Your guests' table should end up almost as clean as it began.

Although it may take an extra moment to completely clear the table, before the final transaction, do so quickly.

Too long of a delay here may cause your gratuity to go into default/"sudden death".

DO NOT assume that the man is paying when serving a couple.

Instead, place the ticketbook at the edge of the table, inbetween the couple, and leave so the Guests has privacy to chose both who's paying, and by what method of payment.

This keeps you from triggering potentially embarrassing "bad date" moments, at the Point Of Sale.
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The Closing

When closing out a table and delivering the ticketbook with change or for signing, thank the Guest for their patronage, using his/her last name if possible.

Many times, Guests will use a credit card to pay where you may locate the paying Guest's last name.

When favorable, invite them to return for another fantastic dining experience.

Like in the greeting, express your name and the name of the restaurant, to not only insure return patronage but also preferred clientele.

Reminder: Do not abandon the Guests' needs after the transaction has been completed.

Often, Guests will linger to talk and digest, sipping their drink until they're ready to move on.

Refill their glasses until they dismiss you or get up to leave.

Sometimes, they may get a second wind

and make another order.

This gives you an open opportunity

to raise your gratuity.

As they leave, give a final and friendly farewell.

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Congratulations, you've just successfully executed

a Fine Dining Service Presentation!

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ATTENTION:

It is not enough for only one or two servers within an establishment, to adhere to this format, but all servers must make a concerted effort to learn, know, do and master these techniques.

Even the interaction/conferral between servers should be looked upon, by Guests, as a well-choreographed performance which appears effortless, yet cannot be imitated.

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Bonus Sell-Points

(Summary)

Refer to guests, by last name (Mr./Ms./Mrs. ____)
Get the Guest a drink, right away.
Offer options, by name.
Do not list every item, verbally.
Simple info = easily made decisions.
Upsell, using names and appetizing descriptions.
Ask "choice- specific" questions.
DO NOT take food "personally".
You can refer a certain dish, in order of its rate of sale.
"I don't know" is never an acceptable answer, rather, "I'll find out".
DO NOT over-converse with your table.
Be, almost, invisible.
DO NOT make Guests nervous with hectic activity.
Delay the courses of the meal by apx. 7-10 minutes.
return to the table, within two minutes, after serving a course.
Pre-bus, Pre-bus, Pre-bus!
Anticipate the table's needs
Remove all, but the Guests' drink from the table, before "dropping the check".
Even after check closing, keep refilling and selling.

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Rules Of Thumb

Concerning Wines

Suggest wines that match the meal.

Know the wines' names, type, regions, vintage and descriptions.

White (Chardonnay, P. Grigio, Riesling, Moscato) = Chicken & some Fish
Red (Merlot, Cabernet) = Beef & some Shellfish
Rosee' (P. Noir, Shiraz, Cabernet Sauvignon) = Beef, Veal, Venison, General Seafood
Moscato or Riesling (White) = Desserts