This should be a must read for all restaurant staffers:

http://boss.blogs.nytimes.com/2009/10/29/one-hundred-things-restaurant-staffers-should-never-do-part-one/?em
One Hundred Things Restaurant Staffers Should Never Do (Part 1)
By Bruce Buschel
Start-Up Chronicle

Herewith is a modest list of dos and don’ts for servers at the seafood restaurant I am building. Veteran waiters, moonlighting actresses, libertarians and baristas will no doubt protest some or most of what follows. They will claim it homogenizes them or stifles their true nature. And yet, if 100 different actors play Hamlet, hitting all the same marks, reciting all the same lines, cannot each one bring something unique to that role?

1. Do not let anyone enter the restaurant without a warm greeting.

2. Do not make a singleton feel bad. Do not say, “Are you waiting for someone?” Ask for a reservation. Ask if he or she would like to sit at the bar.

3. Never refuse to seat three guests because a fourth has not yet arrived.

4. If a table is not ready within a reasonable length of time, offer a free drink and/or amuse-bouche. The guests may be tired and hungry and thirsty, and they did everything right.

5. Tables should be level without anyone asking. Fix it before guests are seated.

6. Do not lead the witness with, “Bottled water or just tap?” Both are fine. Remain neutral.

7. Do not announce your name. No jokes, no flirting, no cuteness.

8. Do not interrupt a conversation. For any reason. Especially not to recite specials. Wait for the right moment.

9. Do not recite the specials too fast or robotically or dramatically. It is not a soliloquy. This is not an audition.

10. Do not inject your personal favorites when explaining the specials.

11. Do not hustle the lobsters. That is, do not say, “We only have two lobsters left.” Even if there are only two lobsters left.

12. Do not touch the rim of a water glass. Or any other glass.

13. Handle wine glasses by their stems and silverware by the handles.

14. When you ask, “How’s everything?” or “How was the meal?” listen to the answer and fix whatever is not right.

15. Never say “I don’t know” to any question without following with, “I’ll find out.”

16. If someone requests more sauce or gravy or cheese, bring a side dish of same. No pouring. Let them help themselves.

17. Do not take an empty plate from one guest while others are still eating the same course. Wait, wait, wait.

18. Know before approaching a table who has ordered what. Do not ask, “Who’s having the shrimp?”

19. Offer guests butter and/or olive oil with their bread.

20. Never refuse to substitute one vegetable for another.

21. Never serve anything that looks creepy or runny or wrong.

22. If someone is unsure about a wine choice, help him. That might mean sending someone else to the table or offering a taste or two.

23. If someone likes a wine, steam the label off the bottle and give it to the guest with the bill. It has the year, the vintner, the importer, etc.

24. Never use the same glass for a second drink.

25. Make sure the glasses are clean. Inspect them before placing them on the table.

26. Never assume people want their white wine in an ice bucket. Inquire.

27. For red wine, ask if the guests want to pour their own or prefer the waiter to pour.

28. Do not put your hands all over the spout of a wine bottle while removing the cork.

29. Do not pop a champagne cork. Remove it quietly, gracefully. The less noise the better.

30. Never let the wine bottle touch the glass into which you are pouring. No one wants to drink the dust or dirt from the bottle.

31. Never remove a plate full of food without asking what went wrong. Obviously, something went wrong.

32. Never touch a customer. No excuses. Do not do it. Do not brush them, move them, wipe them or dust them.

33. Do not bang into chairs or tables when passing by.

34. Do not have a personal conversation with another server within earshot of customers.

35. Do not eat or drink in plain view of guests.

36. Never reek from perfume or cigarettes. People want to smell the food and beverage.

37. Do not drink alcohol on the job, even if invited by the guests. “Not when I’m on duty” will suffice.

38.Do not call a guy a “dude.”

39. Do not call a woman “lady.”

40. Never say, “Good choice,” implying that other choices are bad.

41. Saying, “No problem” is a problem. It has a tone of insincerity or sarcasm. “My pleasure” or “You’re welcome” will do.

42. Do not compliment a guest’s attire or hairdo or makeup. You are insulting someone else.

43. Never mention what your favorite dessert is. It’s irrelevant.

44. Do not discuss your own eating habits, be you vegan or lactose intolerant or diabetic.

45. Do not curse, no matter how young or hip the guests.

46. Never acknowledge any one guest over and above any other. All guests are equal.

47. Do not gossip about co-workers or guests within earshot of guests.

48. Do not ask what someone is eating or drinking when they ask for more; remember or consult the order.

49. Never mention the tip, unless asked.

50. Do not turn on the charm when it’s tip time. Be consistent throughout.

Next week: 51-100.

 

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#7 i like when waiters/watresses are cheerful

#10 i like to hear their opinion

#40 is just silly

#41 is silly too

#43 opinions can be good

 

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i love the service at the mansion and at steven pyles old place. anything less at either of those places would have been very out of place.

i dont expect to get the same service at more family friendly type places. i do expect good service even there tho.

i am comfortable in both settings.


one thing i do not tolerate well is being rushed. i do not want more than one plate on the table at a time...as in if im not finished w/ teh appetizer dont bring me the salad or the meal. if the meal has more than one part, dont bring me part 2 w/ part one still in front of me. i hate that. that is soemthing i think places need to make sure they instill in the training.

 

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I used to frequent a specific Chili's enough to have gotten to know one of the waiters, because he served me and my then girlfriend several times. I learned he was an avid skydiver, had a good sense of humor, and that one of his favorite dishes was the same as mine. One of the best experiences with a waiter I've ever had.


Had that been the service I recieved across the street on one of the few occasion I could justify dropping $100 on a dinner for two at Fogo de Chao, I would have been pretty damn upset.


Why? Because eating at Chili's is about a decent meal and having some social fun. If I'm accross the street dropping what (on my budget) is a substantial ammount on a meal, it means the purpose of the dinner has shifted. Whether it's business or a romantic evening, the dinner is now about me and who I'm with. The waiter's job is now to be as invisible as possible while still making the meal run smoothly.


I agree with the 50 rules posted so far in regards to a formal setting. And while some of them address points that would not personally bother me, they will bother someone and should therefor be avoided. Many of them go out the window in a more casual setting though...

 

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^^ agreed with what monsieur cactus said, point for point.


38.Do not call a guy a “dude.”

39. Do not call a woman “lady.”

"sir" and "ma'am" work beautifully 99% of the time. The only time they don't is when you get some feminazi who freaks out at being called "ma'am".

 

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for formal dining, yes


for casual dining, no

 

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Really?

I hate being called ma'am, it makes me feel about 80 years old. It has nothing to do with being a "feminazi" as you put it, and how ridiculous you would say that.

 

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i say yes ma'am/sir to anyone over 30

 

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these rules are more for upscale dining but many have a place in a chili's style environment

i personally think nothing wrong with sir and ma'am - it's polite and has nothing to do with age of person being called sir and ma'am; if you don't like it grow up

 

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I like being called ma'am, it shows respect. It doesn't mean about age.

 

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