The hospitality business is a very rewarding but challenging business. You may have the most delicious food in town, but if your service is not up to par, your customers will not come back. They want to feel valued and appreciated when they dine out. The acronym TIPS stands for “To Insure Prompt Service.” Here are some tips on how to provide great service ensuring good tips.
The server is well groomed and professional. The uniform is clean and neat. The fingernails are short and tidy. The hair is styled in a way that does not interfere with the food or the customer. If you have tattoos or piercings, make sure they are discreet and tasteful.
The server does not wear too much perfume, cologne or after shave. The customer wants to enjoy the aroma of the food, not be overwhelmed by a strong scent.
The server makes eye contact and smiles. The server greets the customer warmly and sincerely. The server uses appropriate language and tone. For example, instead of saying “How you guys doing?” you can say “How are you today?” or “How is everyone this evening?”
The server does not judge the customer based on their order or their appearance. The server treats every customer with respect and courtesy. You never know who your customer is or what they are going through. They may be celebrating a special occasion, having a bad day, or just looking for a treat. A story from a restaurant in New York illustrates this point: A waitress was serving a table of four elderly ladies who ordered only soup and salad. She was tempted to ignore them and focus on other tables that might order more. But she decided to give them her best service anyway. She chatted with them, refilled their drinks, and brought them extra bread. When she cleared their plates, she noticed that one of the ladies had left her a note on a napkin. It read: “Thank you for your kindness. You made our night. We are four widows who meet every month to remember our husbands who died on 9/11.” The waitress was moved to tears and realized that she had made a difference in their lives.
The server knows the menu well and can answer any questions or make recommendations. The server also knows the liquor selection and wine list and can suggest pairings or alternatives. The server uses suggestive selling to increase sales and customer satisfaction. For example, instead of saying “You don’t want any dessert, do you?” you can say “Would you like to see our dessert menu? We have some delicious options today.”
The server clears the table only when everyone is finished eating or when asked by the customer. The server does not rush the customer or make them feel unwelcome.
The server brings the check when requested by the customer or when it is appropriate. The server does not assume that the customer does not want change or that they want to pay with a certain method. The server asks politely and confirms the amount of change or the type of payment.
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