It doesn't matter what venue you work in. You must know your customers. Know who likes to be greeted as if you have never seen them before and know who likes their drink awaiting them on the table when they sit down. Know who likes what level of familiarity... and when. The "Hey John" in your section might be "Mr. Doe" to whoever he is sitting with. Never assume anything. SMILE. Know that however nice your patrons are to you and whoever they are to you outside, they are not here for you. You are here for them.
When it comes down to brass tacks, what you look like in your booby shirt or a turtleneck doesn't matter when your possibly best tipping customer is craving a steak or wants another drink when his is getting empty.. (1/2 empty, people, never 1/2 full.)
I disagree with this statement. Despite being ravenous or parched with thirst, how the employee is presented will be remembered and affect future visits.
Do not be resentful when they can't remember your name, do not be too flattered when they do. We are creating an alternate reality that our customers (hopefully) want to escape to for awhile when they are seeking their "happy place". Let each night you work your section be a night out for you. Be consistent. Be consistently happy. When asked, you are ALWAYS doing well.
No. Matter. What. ...and MEAN IT.
I have had customers who have asked me for over ten years how I can always be doing well and I tap my head and say "perspective" and they walk away wishing they could be me...
and they tip...and they are mine when there is a recession... and they are mine when their kids graduate...and they are mine when their anniversary comes around...and they are mine when the paper asks "Who is the best?"
Take pride in being able to provide a little time of escapism.
Know who you can crouch by the table with and with which couple you must speak to Mr. or Mrs. first. Always meet the eye of whoever you are speaking to.
Always be a leader with large tables. Only you can dictate how organized a group experience is going to be. Do not be afraid to take charge. Only you will be disorganized if you allow a group to one by one take your shift apart. You will be thanked for the leadership.
All in all, it IS about knowing your customers. Whether it is one individual who will write about their experience in a blog that anyone globally can see, or a company Christmas party that is worth potential thousands to the establishment, through patronage and referrals.
If you can make these people feel that they want to come back and do this again, then you are winning.
-Hospitality Veteran in Ft St John
I love the courage and experience of HV in writing to me. He/she had much to offer in terms of insight and expertise and longevity. I want HV to take care of my next dining party-small or large.
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