PASSING THE PUCK
This is very related to the strategy above. The job of the manager, besides keeping an eye on you, is to:
a) Diffuse situations
b) Make people happy
c) Right wrongs (and crack the whip now and then…)
d) Tame tigers (or cave people)
Often all it takes is listening, acknowledging potentially problematic situations, and offering solutions. Your job as a waitron is to make sure the manager has enough information to deal effectively with all potential situations.
Communicating with the manager:
- Keep it objective and neutral (take your feelings / yourself out of the equation)
- Keep it brief and to the point (they like / don’t like / they want /don’t want / complained / mentioned)
- Propose potential solutions that the guest may have offered as fixes (you’d be surprised how often people talk themselves out of angry)
- Give the manager a quick rundown of the type of guest (may be ‘particular’ or ‘bit demanding’) without using foul language or getting physical in how you describe them (they may overhear you, you’d be surprised how often that happens!)
- If you messed up, you might as well own it. Apologize to the guest first (but don’t offer too much unnecessary info), then make the manager aware. Everyone makes mistakes, but if they are not acknowledged they cannot be fixed.
STAYING SANE AND READING THE FLOW
For your triage/breakdown of steps give yourself a checklist:
Table / first drink / status of meal / status of drink / dessert Y/N / ETA to See Ya?!
Every table will have a different flow. One thing I can tell you is that single diners will take significant less time than most other tables. For all other tables,you’ll have to triage and figure what works for you.So time yourself accordingly. No need to sweat it if it’s not needed.
So after reading this guide, deciding on the strategies that fit you and your setting best, and applying them consistently (with great results), you will be on your way to being a rockstar of service. But what about the colleagues and the team that make your job possible? Read on.
BE A HERO: MAKE THE TEAM SHINE
I am a big believer that in the grand scheme of things, we lift ourselves by lifting others. And in our business, where a soft touch is crucial and where it is also desirable to get along well with those you work with, how do you maintain those good vibes?
In short: make others look like rockstars too.
Some people you work with may not be as good with others, or may be uncomfortable with the public (chefs, I’m looking at you). However, as a hype-man, you can make them seem, in the eyes of the client, much more human and relatable, giving people yet another point of connection to the restaurant staff that will keep them coming back.
So what to do when someone compliments your service? First, be thankful and gracious. By gracious I mean accept the compliment but pass the glory to the team, and don’t hesitate to be vocal about it. Let the guest know in no uncertain terms that the team works hard for them, and that your teammates are what make you and the level of care you offer possible.
Here are some extra things I’ve found useful (as always, depending on the type of customer and experience they seek):
-Showcase rare techniques or ingredients used. Highlight the skill of the chef (“only 10 people in the world know how to do this.” Always keep it true though).
-Mention the background or expertise of some colleagues that makes them great at what they do (‘he/she has exquisite timing, as a former ballerina / football player / etc.’)
-Comment on the amount of love that goes into crafting something (“takes 12 hours to cook, can’t rush love”)
-Display the team’s dedication to the craft (“this cocktail took 23 trials. . . delicious trials”)
-Showcase their skill (“the fastest and best busboy this side of town, but also an amazing musician”)
Take time and learn a bit about your colleagues. Their stories may surprise you quite a bit.
And ultimately, no matter how good you are single handedly, your job could not be possible without them. So be thankful and gracious towards colleagues ALWAYS !. Hopefully they will return the respect and support you offer them, creating a circle of good vibes and good energy that makes a restaurant hum like a well-oiled machine. Plus, Note Well: they may be your references in future projects.
GINGA: The beautiful game.
Ever wondered what it is like to have a really great team? I think I have had glimpses and I would give it all to have a wonderful team when on the floor and under terrible odds. There are many ways to describe what happens when a team gels just right and works in synchronicity with what seems effortless grace. Brazilians have a particular charming word for when things are in flow: GINGA.
GINGA can be described as any occasion when all things fall into place and the team hums as one. It happened when Jordan played ball, or when Gretzky killed it on the ice. The Patriots making that stunning comeback in the Superbowl, or simply when the kitchen and the floor have a smooth service, without anger. What is relevant is that GINGA can be made to happen with practice as you continue to develop the skills I’ve described here. These skills will save you a lot of headache and vastly improve the way service goes… It’s that magical state of being – doing. Worth trying.
So how can one can make GINGA happen?
To be more concrete, In soccer they call ‘Field Vision.‘ There are lots of available articles online, but I think these are the most relevant videos that explain Ginga:
http://www.gingasoccer.ca/3677-2/
What are the components?
KNOWLEDGE + SKILL + PRACTICE + SELF AWARENESS + TEAM EFFORT = GINGA.
Let’s break it down:
KNOWLEDGE
This comes down to the individual and how they learn. Ideally everyone on the team has learned and memorized the items on the menu, the wines, the food components, what goes where, and the do’s and don’ts.
SKILL
This is a further refinement of both natural talent and learned practices on the job.
With good algorithms learned and the actual commitment to use them consistently them there is little that can’t be done. Ideally everyone on the team is cross-trained in the restaurant operations, so that anyone can take on a particular job at hand without much effort or delay. Keeping the ball rolling at all times is key.
PRACTICE DRILLS
These are underrated and rarely done, but they are very useful. Doing dry runs where you and your colleagues can troubleshoot walkthroughs would be ideal.. It may feel silly and unnatural at first, but if everyone brings in a little of their own expertise, one can discover missing opportunities for sales or service improvement.
Ideally and with enough practice everyone on the team will be able to move to the same beat. However you can practice this on your own, by giving yourself little challenges along the way, while serving or before. For example: ask yourself “can I go to the bar, top up water, and get to that empty glass without having to return?” or “how many things can I get done at this moment at this table before leaving?” (fold napkin, clear crumbs, remove cutlery, stack plates, etc. ). Then try your best. It will become easier with practice.
TEAM EFFORT AND SELF AWARENESS
When everyone can foresee the next move of their teammates that’s when the team is getting places. Since everyone should know what comes next in any given interaction (bar, floor, BOH), there can be tremendous economy in moves, time, and effort. With the right algorithms in place, movements can be synchronized three steps ahead: the unspoken communication that gets things done without asking, the magical backup from your teammates when you are crushed. This will look like magic, and that, ladies and germs, is what we call GINGA.
The TL:DR: KNOWLEDGE + SKILL + PRACTICE DRILLS = GINGA
Everyone should know the next move of their teammates in any FOH interaction and plan 3 moves ahead.
ALGORITHMS FOR FUN AND PROFIT
I bet now you are thinking, “Ah great, (eye roll) now he goes full-on nerd, time to glaze over this and roll my eyes so hard they may stay that way. . .” Don’t freak. This is all in good faith. Read along, dear reader, and you will find out why, in fact, math can do more for you than you could imagine.
Wikipedia will tell you that an algorithm is, “a self-contained sequence of actions to be performed.” More to our point, it is defined as “a set of rules that precisely defines a sequence of operations.” (According to Stone). I think some of you may see where I’m going with this: all of our jobs can mostly be narrowed down to a series of steps that we do in order to get the job done. Try as you may, there are some steps that happen in the same sequence every time. You don’t remove the drinks as soon as you put them down, do you? Or clear plates before guests start eating. Same thing. There are steps that take place in a particular order every single time, whether you realize it or not.
Breaking it down further, in every establishment there are some rules designated by management or ownership on how to approach service. Most of them are common everywhere, and have been designed according to logic and experience. These, my friends, are algorithms for service. See, math doesn’t have to be that scary. Although not as precise as wiki would tell us ( after all we are dealing with humanoids), the rules to step-sequels exist everywhere. Punching the order, making a drink, etc.
What then, does math have to do with becoming better waiters and making mad loot? Ah, you are getting closer to the juicy meat. The secret here is that the more efficient you can make your time on the floor, the more time you’ll have to sell, and to schmooze the guests. Win-win. Remember, your time and attention are limited in any interaction (and same goes for the guests’). Use them wisely.
Generally speaking
Assimilating these general rules will take some practice but if you visualize in your head what that needs to be done and what steps it will take to complete, it will become clearer what needs to be done at any given time. An algorithm will give you the fastest shortcut to getting things done. Thankfully, our brains are really great at creating these patterns.
For some it will be like musical notes. For others it will be like a soccer play. For others it could even feel like dance moves. The key is to learn, practice, and adjust as you learn more. Ultimately you want these steps to be automatic, leaving you to deal with all the other new situations that will take your attention. Trust your mind, it can do amazing things without you noticing.
As an example, think of riding a bicycle. It’s a complex series of steps, but once you master them you don’t even have to think about it.
ECONOMY OF MOVEMENT
Energy is limited, and you’ll want to make the most of every move you make while on the floor. This means going back to the classics:
’ Full hands in, full hands out ’
Plan your moves ahead of time while you have time and you will find yourself gliding through service. It is a real thing of beauty when you can learn how to move like Jagger.
Let’s say that you have to clear a table, take an order, and pull out a chair for someone. Plan your route in your head and you can do the chair, take the order, and then clear the table. All in the same footstep or two.
While at a table, the ideal is to move the least when you are around a guest. Imagine being near someone waving their hands around you, above you, or behind you. That’s how it feels to a guest. With less moves and more to the point designated reaches, the same job can be done while being more efficient. So try it out, slow down a bit, make your moves mindful and thoughtful. It also has the great side effect that if you can do it right, the process will feel like a meditation.. Being in the here and now is worth trying out.
Grace of movements
This is also very related to the above. Try to move with intent and purpose. In a way, you are being judged by the guests as one of the characters of the show. Would a star be wiggly and fidgety? Heck no. Cool people always move smoothly and gracefully. Think more ballerina than hockey player. So put down the wine glasses with ease. The plates are lightweight (you do lift, right?) The dirty dishes are stacked orderly (and this will make them more stable, free tip), the cutlery stashed away quietly.
Though sometimes adding a little contrast for the sake of a good show should not be overlooked. Remember, it’s all Kayfabe, all the time.
EFFICIENT MOVEMENT
Make your moves count. Do in 3 steps what you could do in 5. Always keep a hand free if you can help it, it will avoid awkward situations when bringing things to guests and they just obliviously look at you while they have personal stuff all over the table. It’s your job to make it workable. (AKA it’s ok to switch hands and move plates to make space for what’s next!).
What I have learned is that you can do loops or cycles around your section that are appropriate.
- Take a good long look at your section and what is happening (look for what’s next on every seat → heading to dessert, almost paid etc)
- Look for the common threads between actions needed (clearing? top up? Freshen up?)
- Develop a plan before you head out, so that you can do the most in the least moves
- Act, chain together your moves and set yourself up for the next cycle
I think of my moves in terms of a cycle. For example, go to the kitchen, bring out clean plates/cutlery/milk, stop at the bar, throw out old milk container (don’t be the infamous Bad Roommate), go to section bringing water. This is the cycle. At the next chance, do another cycle through the dining room. Eventually you can do laps on your section and do things systematically and efficiently without much effort.
So I figure out on this one I can touch tables 1, 2, 3 and then take order on table 5, without breaking much of the flow. Every day is different but this will help you spot things that may be needed and avoid unnecessary trips.
Also a nice touch I like to add is that if I am going to a table, I am either taking something unnecessary away or bringing something. Don’t get in their space if you don’t have to. Even if you are checking in, top off water or wine, but always keep a free hand, just in case!
Just remember that whatever you are doing try to keep one hand free ALWAYS.
EFFICIENT SPEECH
It is an art to communicate clearly and to provide enough detail and yet be able to get the hell out, fast.
Here is what I have found:
- Point out the obvious
- Show the way, short and sweet
- Keep descriptions to a minimum (Give them just the highlights, not the whole reel, 2-4 items max)
- All this should be done in a way that doesn’t sound condescending or patronizing. This is the hardest part. I found that approaching guests as long-lost fellow food explorers has worked well since hey, everyone eats! Once you know your crowd you can tailor more or less descriptions as needed
JUICY HIGHLIGHT: TYPES OF CUSTOMERS
This will be handy for triage as well. Let’s face it: some clients need more attention than others, and some will make you more money than others. To some, your attentions will be lost. To others your service will be noted and rewarded. It is a fine balance to keep, but worth it.
TYPES IN THE WILD
Characteristics Difficulty
| Campers | Sometimes in the mist you can see them pitching tents after a meal. They linger and stay forever. They can be a mixed bunch of other types so be aware. They tend to be innocuous and can stay record times. I have seen a 6 hour lunch. | Nah, pretty self contained. |
| Gabbers | They love to talk, they are there to talk, and they don’t care much for food or you. Get them to order soon, though, or they will get hangry since nobody interrupted them. Weird, I know. | Set them and forget them. |
| Princesses | The knobs that every restaurant gets. Can be shown the light now and then. Will avoid anything too exotic or challenging, and expect every menu / chef to be the same everywhere. The type to make many requests and changes to menu for no particularly good reason. Picky eaters. Picky clients overall, rarely satisfied. Might as well stay at home and cook there. . . May be passive aggressive +++. | Medium, depending on location and time of year, High around holiday season. |
| ‘Foodies’ | Those that take pics for Instagram/blog/whatever. They read blogs and cookbooks, and will try most things you suggest to them. Trend followers more than setters. Okay in my books, tipping is hit and miss. At least somewhat educated, preachy smtms. They expect ‘cookbook perfect’ or ‘grandma perfect’. | Medium to high, testy sometimes, apply kayfabe. |
| Granola crunch | The type that eats only all organic, natural, vegan, etc. Don’t drink or smoke, does yoga. Will have strange diets and intolerances. Sometimes preachy about preferences and will inquire about provenance. Spectrum goes from, “I’ll eat bacon sometimes,” to “won’t eat honey,” and this seems directly related to difficulty serving. | Medium to high, depending on how seriously “green.”. |
| Status seekers | There to trade money for perceived increased social value, trying to make themselves feel superior and confirm their self appointed status. Closely related to the foodie but with more money. You are ‘the help’ to them. Expect things FAST, customized orders instantly. Throw in a little bow, extra charm lines, have other coworkers touch on table — makes these type feel extra special. | High to sky high, but apply CHARISMA and win. |
| Suits | Business men and ladies there to do business and talk bacon (not with you). Fast to eat, order and drink. Bless ‘em, they can be the whales that save your night. Can be amateurish diners or better, impossible to say. Overlap with status seekers.And that is the salvation. | Mid to high. |
| Indie Jones | The type that will eat and drink anything new anytime and ask for more. I like ‘em. Trendsetters, unbeknownst to them. Lots of restaurant people. | Low to mid, surprisingly. |
| Vanilla | The average going for dinner. Forgettable, pleasant, not distinguishable. Could be very nice people, don’t get me wrong. But they will be hard to remember. Can be a welcomed change from all the others. | Low, unless menu very challenging, then medium. |
HANDLING AND WRANGLING
TYPE SERVICE NOTES GRIT NEEDS?
| Campers | Keep an eye on them, offer water and clear table as needed. Staying after is not a bad thing, means they enjoyed the meal, the company and the ambiance of the restaurant. Easier to remove if attentiveness shown. | Low, but keep an eye. |
| Gabbers | They love to talk, they are there to talk, and they don’t care much for food or you. Get them to order soon, though, or they will get hangry since ‘nobody approached them.’ Avoid interrupting when possible and give them a little privacy. May be an important conversation. Timing not so important, can wait a bit. | GET THEIR ORDER, set ’em, and forget ’em! |
| Princesses | Wrangle them early, take charge of as much as you can, else you will end with custom orders for everyone at the table. How? Explain subtly why things are such way in menu, offer existing close enough alts, explain size and delivery fully, listen to allergies and requests carefully. Be honest but subtle about pricing and timing. Want everything instantly | High. Grace, charm and kayfabe at max. |
| ‘Foodies’ | Somewhere on the spectrum between Vanilla and Indie Jones, but closer to Vanilla. Expect more requests for explanations. The more adventurous will need less explanation but likely more clarification afterwards. Push them towards the more obscure items and adventurous dishes. Can stand longer waits than others for food. | Medium to high, testy sometimes, apply kayfabe and info. |
| Granola crunch | Try to sort out where they land on the ‘bacon eater’ to ‘no honey’ spectrum. Be ready to answer provenance questions. Highlight the more veg friendly items and know what can be subbed. Even then can be fussy eaters. No dairy very likely. May bring own tea / pills / cake.Patient, often accustomed to delays from menu subs. | Mid to high. Choose kayfabe over grit. MENU KNOWLEDGE *EXTREMELY* IMPORTANT. |
| Status seekers | Make them feel special. Listen. May seek ‘baller’ night, offer excessive amounts of food, double up on the wine, make a big show by commenting on choices and ‘excellent adventure.’ Offer to make note of what they enjoy for next time (even if it’s the standard), offer ‘one off’ items if they turn out whales from onset. Can stand a bit of wait, if given a good show. | Kayfabe > grit. |
| Suits | Be fast, attentive, efficient and don’t interrupt much. Try to be business-like, but with a more friendly edge. A fine balance. Similar to the seekers, can overlap. Short patience for waits, like princesses. Likely to keep a stiff upper lip. | Kayfabe and grit. |
| Indie Jones | Approach as insiders, offer the secret wines not on the list, see if chef will do ‘a fun one-off’ for them. Treat them as if they are regulars already. Open up to them about what the restaurant does with gusto and they will love it. Patient for food, understand it takes what it takes. | Go light on the kayfabe, easy on grit. Discoveries important. |
| Vanilla | Read the table: diplomatic or fun, is this an obligation or a pleasure meeting, jovial or reserved. Adjust accordingly. Watch for menu changes and misunderstandings. May not be familiar with all items. Often too polite to ask or say anything if something is not liked. Medium in patience for wait. THIS CAN BE A DANGER ZONE | Kayfabe and charm all the way, grit not as much. |
So now you know how to spot them. How to wrangle them. Now what? Well, here is where it gets more interesting. Take them on a journey.