Server Training: Money in Their Pockets … and Yours

Ignite the on-premise comeback by making guests feel comfortable.

Getting customers to walk through the restaurant door has always been about making them feel comfortable. Server training teaches confidence, consistency and a commitment to safety, turning guests into your best advocates.

There are six basics to great service: 

1. Greet—Make a good first impression
2. Order—Have menu knowledge and write down orders for accuracy
3. Deliver—Make sure everything is right when it comes to the table
4. Maintenance—Do a “2 bites, 2 minutes” quality check
5. Cheque presentation—Be accurate and efficient
6. Thank you—Make a final (and lasting) impression

A stronger focus on training will get customers talking about your welcoming atmosphere, safe environment and delicious menu choices. As a result, your servers make money and your business thrives. Success starts with these seven areas:

Understanding server importance

• They are the first (and last) impression guests have
• They keep the entire house running smoothly
• They make the restaurant money

Recognizing what training accomplishes

• They earn more through table turns and tips
• They save time, energy and frustration
• They help their shift run smoothly

Knowing what guests expect

• Look at them and show attentiveness and engagement
• Smile at them to display a positive attitude
• Listen to them so they know you care
• Talk to them and share your menu knowledge
• Thank them so they know you appreciate their visit

Showing safety matters

• Sanitize tables, chairs, door handles after each use
• Wash hands frequently and use hand sanitizer 
• Practice social distancing with guests and co-workers

Learning the menu

• Know the core menu, LTOs, drinks, desserts, kids’ options, etc.
• Describe dishes using ingredient names, cooking methods
• Tell your own dining experiences to create excitement

Calming upset customers with the BLAST method

• Believe—Trust what the customer says happened
• Listen—Hear what the customer says, don’t just respond
• Apologize—Be sincere, regardless of who is wrong
• Satisfy—Offer to make the situation right
• Thank—Tell customers you appreciate feedback

Encouraging Add-Ons

• Have the host mention a drink during seating
• Be reasonable—appetizers, extra toppings, dessert and beverages add up
• Offer a takeout dessert

Building up your team

• Respect each others’ differences
• Explain that it’s OK to ask for help and jump in to help
• Give thank-yous