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:
- Greet—Make a good first impression
- Order—Have menu knowledge and write down orders for accuracy
- Deliver—Make sure everything is right when it comes to the table
- Maintenance—Do a “2 bites, 2 minutes” quality check
- Cheque presentation—Be accurate and efficient
- 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
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