SERVING 101
A SERVER’S INSIGHTS 
By Michael Carpenter
 
Serving 101 - A Server’s Insights
Copyright © 2012 Michael Carpenter All rights reserved.
Reproduction and/or re-distribution prohibited
Preface
 
My, then fiancé, and I had just been seated in a restaurant awaiting our server, it was summer in Tucson and we were both parched. As the minutes went by all I could think about is how insensitive to our needs our server was being by their absence. Had they thought about our needs and wants when thinking about what their job was? Being a server myself it was obvious to me they had not. After this I started to look at other servers differently. I started to see glaring omissions in their service as well as things which should not have been done. I wondered why this was and came to the conclusion it was as simple as they had never been told some of what I deem essentials of service. 
 
I decided on that day to write something useful for servers everywhere. Things they may not know or things which if they did know would be good to be reminded of. That was the inception of this text.
 
If you’re thinking about serving as a job I hope you find information which allows you to make an informed choice. If you’re a seasoned veteran maybe you’ll learn something which will help you increase your sales or percentage and make more money daily. Either way you will become more informed about what it means to be a food server.
 
Acknowledgment
 
Without the understanding, help and care of my wife Jamie this would not have been possible. It was she who believed in me. It was she who showed me it was within me to write this and it was she who provided the support necessary to make this a reality.
 

Decide If Food Service Is Right For You.
 
Do you consider yourself well organized and able to manage several tasks at once? Are you friendly and comfortable with perfect strangers? Are you capable of allowing guests to see you truly care about their situation? Do you have strong communication skills? Do you have the ability to handle difficult situations, taking them in stride? Are you capable of allowing an unhappy guest to feel important while correcting the problem in a manner agreeable to them?
 
If you answered yes to those questions as well as being prepared to sweat at work a little bit and enjoy making people happy please read on. You may have what it takes to make decent money and love your job. It’s not easy work but at the same time it’s not digging ditches either.
 
If you can not do those things I beg of you to stop reading immediately. Never become involved in food service. You are not going to enjoy the work. You are going to feel as though it’s very stressful and ultimately you are going to end up making guests unhappy as you make yourself unhappy every day you show up to work. Some people are not cut out for food service. There’s no shame in realizing you are one of those people. Please remember this: Be happy with your job and your job will make you happy. If you are not happy with your job, seek another and with it the happiness you so rightfully deserve.
 
Food Service – The Pros And The Cons.
 
Not many jobs allow you to waltz in without a degree and make $15.00 to $20.00+ per hour as a starting rate of pay. Food service is not truly physically demanding nor is it particularly stressful if done correctly. With that being said please understand you do have to know what you are doing. Like any other task, the more you know the easier it is. As with most other vocations it’s also true the more you know the more you stand to profit.
 
Serving food can be an easy job or a stressful and difficult undertaking. What it is to you depends entirely upon you. It is what you make of it.
 
On one hand you want to do the best job possible. That can be stressful. On the other hand the worst that can happen is you mess up a meal for someone. To me this is not worth stressing out about. When you exhibit professionalism and are reasonably proficient at serving, the rare botch job will generally be allowed to be brushed under the rug. Most people are reasonable and realize you’re not a machine. Being a human you are bound to make a mistake once in a while. Just don’t make it a habit and apologize for your mistake in an honest and heart felt manner. Own your mistake; never blame it on someone or something else. I can attest to the fact that often the largest mistakes handled well result in excessive gratuities. Even though a mistake was made by you or another restaurant employee, it’s how you handle that mistake that will show the guest if they were in the hands of a professional who cares about their work or, someone who merely shows up to be paid. Be the former not the latter and you will be well compensated for your efforts.
 
For the purposes of this writing I am going to assume, rightfully or not, you are working in a restaurant which is not considered fine dining. I’ve worked everything from “turn um and burn um” to “Yes Sir, no Sir” establishments. On the upper end of the spectrum, fine dining, there is no need to push your sales. The emphasis is on presentation and guest satisfaction alone. However in the lesser restaurants, sales are king and selling more helps yourself and the restaurant alike.
 
In these restaurants the more tables you serve the more money you make. Getting people in and out, without rushing them, is important. Increase sales per guest and decreasing table turn times is how you give yourself a raise daily. It’s up to you how much you want to make and how much you’re willing to work is going to directly affect your income.
 
What Is A Food Server Anyway?
 
Isn’t a waiter or waitress just someone you tell what you want and they bring it to you? If that’s what you think, I’m happy to be the one who tells you how wrong you are. While that’s the core duty of a food server, in actuality there is much more to food service than meets the eye. As a server you are the PR department of the restaurant; you are what the guests see of the restaurant and the interaction they have with the establishment. What is good for the company is good for you. Remember that! A great experience is what will bring a guest back, without repeat business a restaurant can not succeed.

The bottom line is a food server is a SALES position. The more your guests purchase, the more you make. You make a percentage of what they buy. This is about the only sales position in which you know the customer is going to make a purchase of some kind. It’s up to you, without outlandish sales techniques, to drive the check higher. Suggest an appetizer, suggest a drink, paint a delicious picture of high priced menu items and suggest a desert. 
 
You are everything to the guest. Without you they can accomplish nothing in the restaurant, they are dependant on you for their needs. From a drink refill to managing problems with the food preparation they must have your assistance to get anything done. At least as far as the guest is concerned be sure they see you as in their partner, not their adversary. Assist them instead of being a roadblock.
 
 
Choosing A Restaurant
 
Selecting a restaurant you want to work in is not as simple as it seems. You really shouldn’t simply apply at every restaurant within X miles of your home. More thought should go into it than that. When do you want to work? If you want or need to work mornings you should think about breakfast houses. Working evenings dictates you look into dinner houses.
 
Even if the shift doesn’t matter there are things to think about before spending your valuable time filling out an application. Would you rather work for a corporate store or do you find locally owned businesses more appealing? Is the restaurant new and unproven, which might lead to faster promotion if that’s what you’re looking for; or would you rather be somewhere that’s established and has a good customer base? What type of food do you feel most comfortable serving; Mexican, American, Oriental or European? Pick restaurants which will provide you with the shifts and cuisine you want.
 
Once you find somewhere, if you can afford a meal there dine in the restaurant and see what the feel of the place is and how the workers appear to be. Are they working in a way which suits you? Are they calmly serving their guests with high standards or are they hurried and simply doing the best they are able with the time allowed? Speak to your server and ask them what they think about their position, often they will be candid and give you a wealth of inside information you could not get from simply watching what’s going on. They can also offer you tips about who to speak to about a position, what the management is looking for as well as if they are currently hiring.
 
 
Application Day
 
The time has come to actually fill out an application and make an effort to get a job at a restaurant which meets your specifications. There are some key things to remember here. This is not as simple as; walk in, ask for an app, fill it out and go home.
 
Think about things from the perspective of the restaurant’s manager or owner. Would you hire you if you were them? Be prepared for the experience, make a great impression. You only get one chance to make a first impression; after all, that’s why it’s called a first impression!
Dress for the occasion; if possible wear something similar to what the servers wear so the manager knows what you’ll look like on their floor serving tables. Actually iron your clothes, khakis should have a crease in the leg and dress shirts should have creased sleeves. Both should be free from wrinkles otherwise. TIP: use spray sizing or starch to keep the creases crisp. 
 
Be sure you arrive with the necessary items. You should have two black ball point pens (in case one dies on you) and a listing of the information you will need for the application. Your list should include: your social security number, previous two addresses (one is usually enough, but as long as you’re going to the trouble of making a list…), your education with school names and addresses, courses of study and G.P.A., your four most recent employers including supervisor’s name and phone number and street address with ZIP code, dates employed and reason for leaving and last but not least three to four personal references (not relatives and not work related). 
 
Should you include your resume with your application? Most restaurants do not require one and I’ve heard of a couple that think the applicant is actually overqualified for the position if they have one. On the other hand it does show you sincerely want to find a position and often you include information on your resume which is not asked for on the application like outside achievements and hobbies. This information might win you points, which is why I am on the “include a resume” side of the fence. I feel the small chance they view it negatively far outweighs the benefit it may be to you if they read it.
When you ask for the application also ask who it is that will be reading it. When you have completed it, politely ask (usually a host(ess)) if that person is available. If they are not, simply leave it with them and ask when a good time to phone would be. If they are available, ask to speak to them!
 
If you are able to give your application to the decision maker let them know you enjoyed dining in their restaurant. Tell them why you chose their restaurant to apply at, what you like about the business and or staff. Let them know you actually considered where you were applying and they are not just “a restaurant” which “might” hire you. Let them know how you can add value to their business. They can train anyone to be a food server but it’s difficult to train “people skills”. Be sure to let them know you have excelled with customer service elsewhere. If you don’t have that experience or this is your first job you could let them know what kinds of groups / clubs you have been involved with. Tell them why you chose their restaurant and how you, specifically, can benefit their business.
 
Before you leave, ask when a good time to check back would be and stick to it! Phone them (during a slow period) and ask if they have reviewed your application, sending a postal mail letter addressed to the manager you spoke to might make the difference between you being “one of the flock” and “a go-getter”. Stopping back by the restaurant and checking on your application shows the manager you want a job there, that you are interested in that particular restaurant and it wasn’t just another stop on your list of restaurants in the area! 
 
You’re Hired, Yay!
 
You went through the interviews and won the manager over and now it’s time for you to start work. You have selected a restaurant which fits your needs and personality. You are set to work when and where you want. Hopefully this will equate to a good working scenario and you’ll be happy when you’re at work which is important for both your own welfare and to how much you’re going to make. If you’re happy at work it shows to your guests and they are in a better mood which makes for higher tips and happier guests.
 
You should be given a menu or some other training material so you can become familiar with the menu. Read and learn it! This is what you are going to be selling and the more you know about the product the more helpful you can be to the guests. The more helpful you are to the guests the more you will be able to sell and hopefully the more you will be making percentage wise. People want to know they are in good hands and if you are unsure of things it will lead them to feeling uneasy. Learn how the menu items are prepared, know how they taste and how long they take to prepare. The latter is so you can not only place orders at the correct times but also assist others who are in a hurry for whatever reason
 
If you work in a restaurant with a beer/wine license know which beers and wines they carry. Know what the beers compliment and which go with which entrees. People have questions about wine, it almost traumatizes some, they think it’s magic or something. If you are there with suggestions you will put them at ease and possibly save them from embarrassment with their guests. A well handled wine selection can make a good tip a great one; people don’t soon forget their “secret assistant”.
 
If your restaurant has a liquor license KNOW the brands of the well liquors, the call brands and most importantly the top shelf names. When someone orders a mixed drink, this can mean a $2-$5 increase in the sale, often doubling the price of the drink. Better spirits make better drinks and happier patrons.
 
If someone orders a martini don’t simply write down their order. Ask them if they would like a specific call spirit and do it in a way which prompts them to order one. Always ask yes questions, never ask a no question. “Would you like a call liquor?” This is a horrible question. “Would you prefer Absolute, Finlandia or Smirnoff?” This leaves the easy answer to be to select one instead of the typical “no”. If the well brand is fine, they’ll tell you that and it’s not at all embarrassing for them to do so. A simple no will tell you to order the well.
 
There are a few things I’d like to mention even though they may be known to everyone. Having working in the industry for a couple of decades I am equally sure some people don’t know so this is for them. Arrive at least 10 minutes early and be dressed in a clean, ironed uniform. Showering just prior to leaving will make you feel better, trust me. You shoes should be clean and please make sure they are shined if applicable. You should have at least 4 black, medium ball point pens and something to write orders on such as a portfolio pad or at least a spiral bound notebook. Breath mints are a plus as you can’t always drink when you’re mouth is dry. Ladies (and men) make sure your hair is up according to health code standards and please don’t look like you woke up from a night out drinking and jumped into your clothes, even if that is the case! Ladies, a little makeup never hurt anyone and has helped many, just a thought. Guys, be sure you’re clean shaven, and your hair is combed. 
 
Fragrances should be avoided but if you feel you must please don’t wear a heavy sent or wear too much. If you’ve ever had allergies to any extent at all you understand what I’m saying. Eating a meal is not pleasant if you are stuffed up or you’re sneezing due to your server’s fragrance. Patchouli is a scent which I do not like, often too much of it is worn and the smell lingers. Please don’t wear it. If you do, please use it very sparingly.
 
A tip which is not pleasant to talk about yet is valuable to some. When you sweat for a few hours at a time it’s possible to develop a rash in certain areas. The servers I know have termed this “monkey butt” to put it as nicely as possible. To thwart the monkey from taking over YOUR butt, talcum powder works wonders. Shower just before work and apply powder to the area. Let’s just say it’s not pleasant to have monkey butt and you’re not going to be at your best if suffering with it! Enough said. 
 
A word on uniforms which you buy at department stores (not logo items from the restaurant). Buy as high of a quality as you can reasonably afford for a few reasons; better looking clothes which last longer and are easier to iron. 
 
 
You And Your Trainer
 
Trainers are usually servers who are great at their jobs, this does not mean they are professional trainers and sometimes they will miss important points. After all, they are training you while serving tables and must perform both duties at the same time, all while trying to make bill money for themselves. With all that going on guess which is least important to them. Assist your trainer to the best of your ability, allowing them more time to give you the inside scoop of how to do it yourself.
 
Your trainer should have told you how to properly course out your guest's meal when they trained you. If you have any questions about how things are done in this particular restaurant, ask. If you are unsure about anything, ask. Now is the time to figure things out, not when you are serving your first few tables.
 
Trainers are invaluable assets, make friends with them if at all possible. Often they will be able to answer questions as they come up after you are on the floor serving tables alone.
 
 
Time To Serve The Guests
 
Congratulations!
 
Your training is over and you are ready for your first solo day on the floor. You know the menu, the ingredients of items, what they look like, taste like and how long they take to prepare. You know the routine of the restaurant and how things are done. You memorized what liquor is available to you to up sell your guests and which wine goes with which meals. You know how to use the computer and are relatively competent entering orders.
 
Now it’s time to start waiting tables, you’ve done your homework, you can at least fake being confident for your guests. After all, you want them to know they are in good hands with you. The more you know, the more you stand to make. Your confidence will allow them to be at ease, to feel assured you will make their dining experience a good one. After all, that’s why they came to your restaurant. Making their experience memorable, in a good way, is one way you can assure their return. Without repeat business any restaurant, even in the busiest of markets, is doomed to fail!
 
 
Your First Table
 
You are aware of what’s going on in your station so you know immediately when you get a new seating, right? Right! Greet your guests promptly. By promptly I mean within thirty seconds. Keep in mind a greeting doesn’t mean taking a drink order, simply letting them know you are aware of their presence and will be with them as quickly as possible is all that’s required. If it’s going to be a few minutes before you can greet them properly, dropping off a glass of water goes a long way to make them happy. At least they have something to drink and you are putting forth effort to make them comfortable at your table.
 
When you make your first “real” approach to the table use the restaurant guidelines. If they have not made it clear to you what greeting they want you to use, use your own. An example might be, “Hello welcome to Restaurant X, I’m Server Y and I’ll be serving you this X. Is this your first visit to Restaurant X? Welcome back/short explanation of Restaurant X’s objective or theme. Could I offer you a Specific Drink or Another Specific Drink?”
 
When I say specific I mean specific. Saying, “What would you like to drink?” is very different than saying, “Could I offer you an Ice Cold Beer, maybe you’d like one of our signature Margaritas mixed with Hornitos. We also have a wide selection of wines; Wine X goes with almost everything on the menu.” If they are interested in wine now’s the time to sell them a bottle instead of a glass each. You might explain the bottle is more economical and if they don’t finish it (in Tucson, AZ – know your own location’s liquor laws) they can re-cork the bottle and take it home. Selling the bottle allows you a chance to open it table side which will let them to see you are a professional server as well as make it quicker and easier to refill their glass. No trip to the bar and you can top off their glass as you go by their table. Not having to pour their own wine keeps them from realizing they are having two glasses and makes the sale of another bottle a good possibility. Keep in mind I’m in no way telling you to over sell them alcohol, however, a reasonable amount will make for a larger tip due to them being happier with a bit of a buzz going on.
 
If the alcohol doesn’t interest them many restaurants have various other, higher priced, non-alcoholic offerings. Smoothies, maybe a fruity lemonade or bottled root beer are just a few examples. 
 
If none of the above is appealing to them, offer the “standard fare”. “Would you like a soda, some tea or maybe a cup of coffee? We offer Coke products, black, green or raspberry iced tea.” Be quick to list which sodas are available, by quick to list I do not mean list them quickly. I mean don’t force them to ask what you have. Please don’t “rattle them off”. Say them as if the guest has no idea what is available. CokeDietCokeRootBeerDrPepperSpriteandLemonade is not the goal. We have Coke, Diet Coke, Root Beer, Dr Pepper, Sprite and Lemonade is better. Best would be: We have Coke; Diet Coke; Root Beer; Dr Pepper; Sprite; and Lemonade. 
Give them time to consider each option as you say it. It may take a couple extra seconds but often they will interrupt you at the one they want and in effect save you time in the long run. In addition to the time savings they won’t feel rushed! Double Bonus!
 
If they want water, offer bottled water. It’s better and they will enjoy it more than tap water. In fact it’s one of the requirements for an establishment to offer bottled water if they want a five star rating. Be careful here though, you don’t want to insult. “Would you rather have Fiji or just a glass of tap water?” – Dangerous! “Would you like Fiji, Voss; sparkling or still, or would a glass of water be fine?” – Better but still flirting with disaster. “Could I offer you a bottle of Fiji, Voss or Pellegrino?” – allowing the guest to put “plain old tap water” into their own terms or simply say no thank you thus letting you know tap water will be fine. This is your best bet. It’s always better to allow the guest to lead you into their comfort zone, let them dictate what they feel is proper to them. This will also give you a feel for how to interact with them during future ordering.
 
Once you have their drink order, take a moment to offer your favorite or a specific appetizer (if applicable to your restaurant). “Would you like to start off with an X or maybe a Y? X is a great X with its crisp… Y is one of our house favorites.” If it’s easy to do, open one of their menus to the appetizer section and highlight it with your hand before you go off to get the drinks. Often this will result in an appetizer order upon your return when none would have been ordered if they had not seen you have their favorite, cheese sticks, on the menu.
 
A Few Things To Remember:
 
Please remember to ask for their orders in the proper sequence. It’s polite and, if they are accustomed to it, it’s what they expect. If there are guests of honor and they are known to you, start with them. After that, or if the host has not made the guests of honor known to you, the order is as follows: eldest lady to youngest lady, eldest man to youngest man. It is also considered proper to start with the guest of honor and move around the table in an anti-clockwise fashion. This goes for everything done at the table including; serving drinks, food and clearing plates.
 
Clearing plates, the dilemma: Proper etiquette and what’s proper to the people you are serving can be two different things. Proper etiquette dictates that you should clear the plates when everyone at the table is done with the course. Many people feel their plate should be cleared when they are no longer eating from their plate. To find out what they think is the proper time you have to do a little sleuthing. When the first person is done with their plate you can ask, “May I remove your plate?”. This will let you know what is considered appropriate for the rest of the guests. From that point on simply remove plates when appropriate. If you work in a high end establishment always wait until the table is done eating before removing plates, it’s proper.
Another point is, speaking of proper etiquette, the position of flatware denotes whether or not they are finished eating. Finished position is: used flatware grouped together and place on the right hand side crossing the center of the plate.
Which side to serve and remove from? Unless you are serving from a platter or are placing or removing side dishes from the table (which should always be done from the left side) you should serve and remove from the right side of the guest.
 
Appetizers are just that – appetizers. They whet the pallet and make them hungry. An appetizer also gives them something in their stomach if they are drinking alcohol. Drinking on an empty stomach is seldom a good thing for the holder of the liquor license. Salty appetizers make them thirsty too - hey - I’m just pointing things out here. Use the information however you want (maybe another drink?!?). 
 
Food Service is really Food Sales, don’t forget that! The more food and drinks you sell, the more money you take home at the end of your shift! Remember you make a percentage of the total sales at the table. Higher percentages are one thing, higher sales are another and both increase your bottom line.
 
To this end let’s talk about “sales speak”. When I say sales speak I mean the words you use to describe things not how you go about getting your guests to order more items. Descriptive phrases are important, adjectives are important and specifics are required if you want to push your sales to a higher level. 
 
I’m not suggesting you use the glowing, flowery terms you would hear or see in an advertisement for, say, a funeral home. I do mean you should be using words like: crispy, golden, smooth, tart, sweet etc. In addition to this you should attempt to paint a picture in the mind of the guest. Question: What is the shrimp dinner? Answer: You get eight shrimp and a potato. This answer is dull, drab and unappealing. On the other hand, “Oh, let me tell you about the shrimp, it’s one of my favorites. We start with large shrimp, peeled fresh daily. They’re hand breaded with a light coating of bread crumbs. We fry eight of those morsels to a golden brown and serve them with your choice of accompaniment. I like mine with the white cheddar mashed potatoes but you might prefer a baked potato, sweet potato or maybe some French fries.” Which sounds better to you? 
 
In addition if your restaurant serves another shrimp item which is higher in price this is a great chance for an up sell… “If you like shrimp you might want to consider the Shrimp Alfredo. It has the same shrimp; instead of being fried they’re sautéed in garlic butter. The shrimp is served on a bed of our fettuccini, which is made fresh daily and tossed in our signature Alfredo sauce. It’s a truly fantastic entrée. 

Back To The Service
 
When you return with the drinks, if there was any interest in an appetizer now is the time to check and see if they have found something they like. If they have found something, of course take the order and get the kitchen started on it. If they have decided against an appetizer ask if they have any questions about the menu you could answer or if they would like a little more time with the menu.
 
You notice the menus are closed, or they are talking more or you actually asked if they were ready to order and it’s time for the entrée order. This is where your menu knowledge will allow you to shine. You’ll be able to answer questions easily and without thinking. 
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You will be able to suggest other menu items. They may want you to suggest a wine which will complement their meal. Whatever it is, your preparation will show here.
 
Just like with the drinks, don’t rush the choices. Allow them to hear what it is you are saying instead of having to decipher what the items were in the list you rattled out. You know exactly what the restaurant offers, they do not. List salad dressings the restaurant offers and the choices of accompaniments accordingly.
 
Remember, when describing items use specifics and adjectives. Paint a picture for the guest with your description. If you have favorites don’t be afraid to tell them what they are. If you have alternate suggestions be open with the guest about them. After all, you are their guide to a wonderful experience and their host at the restaurant. 
 
 
Order Has Been Taken
 
Now what you do all comes down to timing. Being familiar with the preparation times is required at this point. You don’t want to rush your guests but you don’t want them to take up your table forever either. In a formal setting, multi-course meals can take hours. Your trainer will inform you as to how to course your meals if this is the case.
 
If they have appetizers you need to allow for them to finish those, and maybe have a slight break before the salad is served. Most dinner houses have kitchen staff that knows the importance of fast salad preparation. Also you can “hold” the salad for a couple minutes if required. It’s not a hot item (usually) and can therefore withstand a short wait. 
 
When to place the entrée order is most important. Often the correct time is to place the entrée order and the salad order at the same time. If it’s not a single entrée always base your timing on the entrée with the longest preparation time in the order. 
 
 
Serving The Table
 
You served the appetizer and removed the plates before the salads were brought to the table. You served the salads and removed the salad plates. Each time you passed the table you checked the drinks and refilled as needed. You have made yourself available for requests, looking at your guests as you pass by their table is often enough for this, it shows them you are available to them. 
 
You know it’s time for the entrées to be ready due to the fact you have a sense of how long it takes to prepare the items. You have been watching the “window” (where they are passed from the kitchen to the wait staff) and see that they are starting to be given to you. Now is the time to step up to the plate and be a great server. Always attempt to be at the window when they are being given to you so you can serve hot food. While they are being given to you is a great time to be sure they are actually as you ordered them. For the most part, kitchen staff is great about plating food as you ordered it however; even the best make a mistake once in a while. You are the final check before the meal is served to the guest. The guest told you what they wanted and it is up to you to make sure they get what they want. Be sure items wanted are cooked as requested; proper temperature for steaks and other meats. Special requests are as requested; no this on that, extra this on the other thing, crisp this, plain that etc.
 
Everything is as requested and it’s time for the entrées to be served. Serve them in order and when everyone has a plate ask if there is anything they may want at this point. As you work in the restaurant you will learn what kinds of things are most typically wanted. It could be condiments; ketchup or hot sauce or ranch for fries or maybe there are sauces offered at your restaurant which are popular. Whatever it may be; now is the time to see what they may want. In my opinion, unless it’s something odd, if the guest has to ask for something I have failed. It is my job to anticipate their needs.
 
 
Checking Back
 
Have you ever cut into a steak, expecting it to be medium rare only to discover that it’s as rare as rare can be? If you have, you know how long it seems the server took to return to the table to see how everything is. Keep this in mind, check back very shortly after you have served the meal. Just after everyone has had a chance to assess their entrée is when you should stop by and ask if everything is to their liking. You should check back again after everyone has had a chance to taste their meal. This is another point at which there could be cause for a change of meal for the guest. It’s not only good for the restaurant but it shows the guest you actually care about their experience.
Everything is going well and your guests are enjoying their meal. Checking back half way through will allow them to let you know if they want anything else. This can be done when you are refilling drinks or you can simply stop at the table and obviously assess how things are. You don’t need to say a word; they will let you know if they require anything.
 
 
Dessert
 
The entrée plates have been removed and now it’s time to offer dessert. Your trainer informed you as to what is proper for the restaurant. You will either have a dessert cart, tray or menu. The use of the cart and tray are obvious as is the menu. If it’s the menu you will be using be sure to present it to the guests instead of assuming they do not want dessert or in hopes of turning the table more quickly. Offer after dinner drinks if appropriate or coffee if that’s all that’s available to offer. Remember, anything you sell the guest increases your salary, it’s as simple as that.
 
 
Time to present the bill
 
Unless requested by the guests, do not present the bill until everyone is finished. Doing otherwise could be seen as rushing the guests. Often the person who wants the bill will make this known to you during the ordering process. If not, and there is no host at the table, simply set it on the table. Let them know you will take it from them when they are ready (if you are the cashier).
I place the check presenter the same way every time I leave one at the table so I know when they have moved it. When I say the same way, I mean exactly the same way, in precisely the same place. I put it just a touch back from the edge of the table, every time. This is so I’ll know if they have put their payment inside and set it back down on the table. No one has ever put it back exactly parallel to the edge of the table and half an inch away from it. Never. 
 
Lingering guests, oh my. What to do about the “campers” you will get? How do you get them out of the restaurant quickly? How do you get your table back so you can make more? The answer is so simple you may not realize it. The answer is, you don’t! There is no sense rushing a guest. They are going to spend however much time at your table as they are going to spend. There is nothing you can do, short of angering them that is going to get them to leave. Don’t even bother trying. All you are going to accomplish is causing bad feelings. When I first started serving I would try, politely, to get them out and have now come to the realization they aren’t going to budge until they are ready. Clearing everything from the table except their drinks, which should be done anyway, isn’t going to make them want to leave. Actually it’s just going to make the table more inviting and less cluttered so it’s the opposite of what you want to do. Simply attend to their needs until they leave and take the good with the bad.
 
When they have placed their payment in the check presenter: remove it from the table without glancing inside, perform the payment and return it to the table. If they left cash, even it the change is an appropriate amount for your gratuity, return their change to them. I beg of you; please don’t ask if they want change when you leave the table with the payment. And by please I mean never! It’s rude and unnecessary. If they want you to have the change they will either tell you as you pick it up or simply leave it on the table. Either way; no harm, no foul, you will get the change.
 
When everything is settled and done, thank them for coming into the restaurant. After all, without them you would not have a job in the first place. If it was a great table to serve, don’t be afraid to tell them it was a pleasure. I don’t know how appropriate it is but when I receive a gratuity which is a high percentage of the bill, I often let them know by saying something like, “Thank you, I appreciate your generosity”.
 
 
Tips. Not Gratuities But Ways To Increase Them
 
The tips I’m going to give here are in no particular order. These are simply things I have found to be useful to me when serving. They are intended to put more money in your pocket in one way or another. It could be a way to up sell, an efficient way to do something or simply a way to make the meal more enjoyable for your guest. Either way you’ll find yourself making a higher fee for the work you do and I think most people want that. When all the little things you do to improve the guest’s experience come together, they make a difference. 
 
Let’s put the first thing first. Tips. It’s the reason we go to work in the first place. We all want more. Many think they deserve more and quite a few servers lie about how much they make. The bottom line is: to make more, you have to give more. The harder your work, the happier your guests are, the more things you do for them, the more you are going to make. 
Those who do the minimum amount of work and take whatever tips they can get do the hard working servers a service as a matter of fact. As with anything else, the bad defines the good. Without bad servers the guests would not know what good service is. Don’t get me wrong, I’m not condoning poor service but it is a fact of life. There are people who don’t care and are too lazy to do a good job. 
 
When you count up your tips at the end of the day it would serve you to remember it’s only one day. There are good days and bad days and nothing you can do is going to change that. Instead of looking at how much you make each shift make it a point to look at how much you make per week or weekend at least. Better yet would be to look at your income for the month. Everything evens out in the end. 
 
If you are trying out something new and want to know how effective it is, you want to look at the percentage you are making. If you want to see if a sales technique is working you want to look at your guest check average. Both of these numbers are your guides for how you are performing. 
 
While you can’t “get” people to request you, if you are getting requests from guests to be seated with you, you know you are treating your guests well. Often, but not always, these guests tip a little more as well. Some of them request you and tip the usual amount, they simply want a great server and don’t feel they should pay more for the service. Some reward you handsomely for your abilities! Either way there are bonuses. Typically you learn what they like which makes it easier to serve them, requests improve your standings with the House and if they are regulars you assure yourself of getting tables. Often the host staff doesn’t include requests in the rotation of stations when they are seating servers which means your bonus is an extra table!
 
Servers are notorious for being… how can I put this nicely… prima donnas. If you want to make the fat cash, don’t be one, shock the world and be a hard working server who doesn’t complain, doesn’t want to switch every shift they are given, doesn’t want to work in a different section than they are put in every day. Actually do your side work, help your workmates and most of all have a good attitude. Attitudes are contagious, is yours worth catching? Trust me you will reap rewards from your actions. Some servers think they are due their tips for doing minimal work and are actually mad when they don’t get them. It’s called a job for a reason, it’s work! Remember that no one is going to lay down the big bucks if you aren’t providing the service. I don’t know about you but I attempt to give service that’s worthy of a 30% gratuity if they are willing to leave it. Not too many people will leave that much, but I want to get it when they’re willing.
 
It’s all about the first impression you make on your guests. It starts when they enter the restaurant. keep your host staff happy, they’re the first person the guest sees. This means actually speak with them. I know it’s hard and often they seem to be in a world of their own. Their job is very different from a server’s. Making friends, or at least staying on good terms with the host staff could ultimately (read: will) mean more money to you. If they double seat you, handle it. Don’t complain. You don’t know why they double sat you. It could be the person requested that seat or even your station. If other servers complain about double seating and you never say a word you will get more seatings, guaranteed! More seatings means more money in your pocket, don’t cry about it. After all it is a job and when you are at work you work. There’s nothing secret about that is there? Work more and you make more it’s the way of the world.
 
If you do get double or triple seated the best course of action is to treat it as one table. Get a drink order for all the guests at one time just like you would for a large table. Eventually the tables will naturally, or with a little help from you, start to diverge. You can then start treating them as separate seatings. When you are serving your tables it’s up to you to make sure, if at all possible, you don’t have multiple tables leave at the same time. If they do and the restaurant is busy you are going to end up with multiple seatings all at once. This is the nature of the beast, so do what you can to avoid this situation and you’re shift will be much easier.
 
When a guest is seated in your station make sure it’s a positive situation. When you come in make the first thing you do station prep, well, after finding out what the specials are. Make sure the tables are clean, the seating is clean and the floor is free from noticeable trash. Then check the things on the table. The sugar caddy should be filled and the salt and pepper shakers should be clean and full. If there is a free standing advertisement make sure it’s clean and looks good too. I know these are things the person before you should have done but it’s your station now, make sure it looks great. I once worked for a manager that at check out would kneel down so he could see the table from it’s edge, you see every crumb that way.
 
Your appearance should be great. This means your uniform should be clean, free of wear and pressed with crisp creases. Your shoes should also be clean and shined. Shower before you go to work and make sure your hair looks great and your makeup is wonderful. Your nails should be clean and, for men, short. Don’t wear fragrances and if you must, be sure to use them sparingly. 
 
Buy the best clothes you can afford. They wear longer, look better and are easier to press. You really should have two pairs of shoes for work. Wear them on alternate days which will allow them to dry out between work days. This will do two things: they will feel better on your feet and will wear longer. Shoes need to dry out between wears. Replace them more often than you think they should be replaced. Your shoes should be the best shoes you can afford; after all you are walking miles on them every day. They take care of your feet, take care of them. It will decrease foot, leg and back fatigue. This makes you happier at work which translates into a better attitude which in turn translates into happier guest and thus more money in your pocket. In my opinion the money spent on shoes comes back to you in comfort and, due to your increased comfort, tips.
 
Being a business person, make sure you have enough pens and please don’t take pens from businesses to use at work. Those hotel pens should be next to the phones where you got them, not in your pocket for guests or yourself to use. Click pens are much nicer than are stick pens. What you write on should be looking great, don’t cover it with stickers or leave food stuck to it.
 
Food safety, practice it. I am of the opinion everyone working in a restaurant should be required, by law, to be certified in food safety for their location. Being a server doesn’t mean you need to know the holding temperatures of food and the danger zone. It does mean you need to be aware of a few things though. Simple things which, to me, should be second nature to food servers yet I see them being done all the time when I’m out. Touching your face and/or hair is a no-no. If you touch a dirty dish or glass you really should wash your hands before serving food. I could go on and on, just keep in mind some people notice and won’t be back if they see things which could negatively impact the food safety of the restaurant. I for one figure if they are willing to do that in front of me what do they do where I can’t see them! Yea, there’s a little food for thought.
 
Remember the table belongs to the guest while they are seated in the restaurant. This means it’s not yours to put things on. Water pitchers, coffee pots and other items shouldn’t be put on their table. Never stack dirty dishes on their table, it’s rude. Pick them up and remove them and don’t scrape plates while you’re at their table. On the same note, don’t stop at a table if you have dirty dishes in your hand unless asked to stop. Even then I would tell them I’d be right back and get rid of the dishes and return immediately.
 
Use proper English and good communication skills. Don’t respond to a guest saying thank you with mHm, say you’re welcome. Do your best not to allow what you say to sound “canned”. i.e. what beers you have or which dressings are available. Look at the guest when speaking to them, it’s polite. 
 
Don’t chew gum while serving and don’t eat where anyone can see you. If you must eat during your shift make sure your breath isn’t going to suffer from it and please make sure your face is clean before walking out on the floor and don’t forget to wash your hands. Speak slowly and clearly when speaking, always assume the person has a hearing problem. This doesn’t mean yell at people but it does mean you should enunciate. It’s water, not wadder,
 
Never correct a guest. Please notice the period! I worked in a seafood restaurant which served Mahi-mahi. You wouldn’t believe some of the pronunciations I heard. I’ve been asked how to pronounce something and have had to ask what they were talking about but I’ve never corrected a guest.
 
Don’t use terms of endearment. Even if you know your guest well enough to do so, don’t. Honey, sweetie, dear… leave those for outside of work.
 
There is one word you should never use and that is the word no. There is always another way to phrase your response, find it. Never say, “I don’t know”. You can adlib your response or simply use the old standard, “That’s a great question. Please allow me a moment to find the answer.” In informal situations I’ll answer something like, “Nope, but I do know that’s a great question and if you give me just a moment, I’m sure I can find the answer.”
 
How you phrase a question is important if you want to elicit a response you want. For example, if you are attempting to sell an item don’t use the word need. “Need” causes them to think about the purchase. Do I need it? The answer is usually a resounding no. Instead use a word such as like. You’ll find yourself selling more. In my opinion, every tiny thing matters when you are creating a positive experience for your guests. If you ask them if they need something, not only are you going to get a no, but no is a negative. Asking if the would like is going to get a yes which is not negative and they are going to enjoy their meal more. Remember, we’re building positive experiences which will foster better feelings which in turn will result in return guests and, with all things working together, hopefully higher earnings for the server and the House.
 
There is a phrase which fits perfectly: accentuate the positive and eliminate the negative. If you accomplish this the benefits are tremendous. Your guests are happier as are you and you stand to make more money. Happy people and more money, that’s a win in my book.
 
There are a couple of times when you don’t want to make people wait. These are the worst times and most noticeable. When they have just been seated; they may be thirsty or in a hurry, you should greet them within thirty seconds. Never make a guest wait to pay the bill, they may be late to get somewhere or simply want to leave. Remember when they pay the bill is when they calculate your tip, don’t give them something negative to think about when they’re doing that. Enough said?
 
Place items on the table, don’t slam them down. If you extend your little finger past the bottom of the glass you will feel the table and be able to set the glass down quietly. The same is true for plates; allow the back of your hand to contact the table first and you will be able to put the plate down the same every time, almost silently.
 
If your restaurant serves wine by the bottle please learn what proper wine service means in your restaurant. I’m not going to go into the details, ask your trainer or an experienced server to show you how to do it. If you have difficulty uncorking a bottle of wine ask the bartender, often they uncork a few bottles prior to the busy period and will allow you to practice on those. When I was bartending I used to uncork over two cases and would have welcomed someone to open them for me. You need to know who does what and how their job functions to make the most of the people who assist you in your daily duties. This is one thing I know about bartenders due to being one myself.
 
When you notice free-refill drinks down to a third full replace the glass with a full one. Unless it’s near the end of their stay don’t even bother asking if they want it, just do it. If it’s a drink you can not refill for free, of course ask them before bringing another. Treating alcohol drinks this way is a no-brainer, each one drives your tip higher and more than likely makes the guest a little more likely to tip you a little higher for your efforts. If it seems right I’ll ask the person if I should consider it my job to continue to bring another drink until instructed not to. If they say yes, I do!
 
Children are special care guests. Treat them as such. Ask their parents if they would like you to serve the child first, often this is the case. If so, take the order for the child and get it started immediately. Make every effort to ensure the child is taken care of, this allows the parents to be able to better enjoy their experience and thus increases the likelihood of a better tip for you.
 
Some people like large parties and some people, um, don’t. I like large parties it’s more sales and all at once. I find I make more if I serve large parties. If we work together, I’ll take every single one you get if you like! 
 
Part of the hassle is the order and keeping everything straight. I’m going to let you know how I handle the situation and maybe it’ll help you like large parties too. I start by taking a sheet of paper and numbering it down the left hand side with the number of guests. I usually start with one end of the table, the same end I always use which is north. If I think the people may start to move around I put an identifier with the number. Blue shirt, red hair or purple hair, whatever you do just make sure if they happen to see it they are not going to be offended. Now keeping track of everything is oh so simple.
 
If they want separate checks, don’t worry, you now have what you need to make it easy. At the top (or bottom) of the sheet simply make notations of who is with who. If it’s getting complicated I will circle those I have included in the process already. So at the top of the page you’ll have something that looks like this: 1,2 | 3,4,5 | 6,10,11 | 7,8 | 9
So when you go to split up the checks it’s easy, even if they start to move around the table it’s still simple. 
 
Speaking about separate checks, ask before you start to take the order if it’s going to be one check or they would like separate checks. Before you start is when it’s easy for you to make provisions for separating checks in the system. I’m lazy myself, I remember who had what and simply separate the orders on different guests in the system. This is not a problem if I’m going to walk the food. If someone else may be taking the food to the table you’ll need to put each person on a separate guest number. Oh well, it’s still easy as pie to separate the checks up if you have made your list as I have already described.
 
Don’t hate separate checks. I generally make a little more when I separate checks for people. First, I don’t hate it and that shows when I offer to split it up for them. I treat it as if it happens all the time, which it does. Secondly I know it makes it easier for them and that’s my goal, to simplify things for the guests in any way possible. I want to enhance their dining experience, not become an obstacle to it. Lastly with more checks there’s more chance for tips to be rounded up and I make a little more than I would have if I had not split up the bill. So it serves both the guest and my desire for higher wages.
 
Once you work with a menu for awhile you will get the feel for things and know which items are often confused with other items. To start with you might want to repeat back every order to the guest. Once you figure it out you can get by with only making sure you have heard correctly and they ordered Rye toast and not Dry (white) toast. 
 
Mistakes are more costly than you may imagine. For the house it means they have to remake another item and toss the one which was wrong, there goes the profit for that meal. For you it will hurt your tip, you didn’t get the order right and they will remember that. Many people are not understanding about mistakes. they feel it’s your job to get it right and lay full blame on you, and rightfully so.
 
While we’re talking about mistakes, make sure the food you take is the right food. If you take the wrong food you affect your tip, another server’s tip, the house’s profit, the workload in the kitchen and potentially every server in the restaurant. You gave the wrong food to your guest, that makes you look bad and may lower your tip. The other server can’t serve the meal to the guest until the kitchen re-makes it so they have a guest who is sitting there without food. In addition I find that once one server takes the wrong food, another server is much more likely to take the wrong thing which makes the problem snowball. The kitchen has to work harder to re-make that plate for the other server. Their tip may suffer because of that. The house looses out on the profit for that meal. The kitchen is working harder to fix your mistake and may take longer with other orders due to fixing your mistake. Taking someone else’s food is one of the worst things you can do in a restaurant. Make sure you take the correct food!
 
If you have a buss staff it’s up to you to make sure they operate as efficiently as possible. This means pre-bussing your tables, remove anything the guest doesn’t need as soon as they are done with it. Remove extra glassware, flatware and any plates not required. When the buss person gets to your table it will be simple and quick to ready it for the next guests. Believe me, the buss staff will notice and remember you make their job easy and thus will be more willing to get to your tables faster. 
 
On the other hand, what if the buss staff is very busy or short handed? Simple, clean and reset your own tables. Don’t make a big deal out of it, it’s helping your workmates. They help you, turn about is fair play. Not only do you help the buss staff but you are helping yourself too. The more tables you serve the more you make, it’s a no-brainer. If it’s an ongoing problem you might want to request the management to staff more buss people in the future.
 
While we’re on the subject of proper staffing let’s talk about your actual position at the restaurant. The service staff members, in my opinion, are independent contractors to the restaurant. The house provides you with a station of tables to serve; the service items needed as well as supporting you with a kitchen staff. Without the kitchen staff you are nothing, without you the kitchen staff is nothing. You work as a team. If you are not getting the support required from the kitchen staff, mention it to the management. I wouldn’t attempt to force action from the management; they should be willing to work to help you which will also help the restaurant. If they are unwilling to help you by getting you the assistance you require from the kitchen and you feel it’s a make or break situation the solution is simple, if it’s not just you and the other wait staff are having the same problems, find another restaurant which values their wait staff. This doesn’t mean the server should rein supreme, it means the server should be valued and supported by the other staff members. 
 
The kitchen staff is paramount to your success. I have worked as a dishwasher, a prep-cook and a line cook. It’s not easy work and their pay is nothing to write home about. In light of this and the fact you need them to do your job and make the wages you enjoy as a server it would behoove you to treat them with kindness and understanding. At the end of every shift I make it a point to thank each of the staff in the restaurant before I leave for the day. I realize without their support I would make nothing and servers make the lion’s share of the money that is earned in a restaurant. I am thankful for those who help me, I am thankful for those who helped me throughout my shift, why not let them know. You’d be surprised and how much a little appreciation goes!
 
Also remember you should view the entire restaurant as one team. You all have one common goal, guest service. This is a service industry, without serving the guests well the restaurant will fail and you’ll be out of a job. To this end, keep an eye on what’s going on in the building. Be quick to offer your help to others and don’t be afraid to ask for help yourself. Hopefully your manager will be able to point you in the right direction when an area of the team needs help. Remember this: Hot Food First. First and foremost is getting hot food to the guests. If there isn’t a problem with that next I would check to make sure all available tables are clean and ready to be seated. Once that is done, make sure there isn’t a back up with seating. While you’re doing the above be aware of servers who may need help and offer your help if required. If you do these simple things everyone benefits. True in many fields is the fact that what is good for the company is good for you. Without the company your services would not be required.
 
Stocking is an ongoing process for most items. If you are having to run and re-stock items you are wasting time you should be spending serving your guests. Before busy periods you should be checking to make sure you are going to have the stock you require for the shift. Whatever it may be, get it. I don’t care if it’s your job or another server’s job, in the end it’s going to effect you so make sure the stock is going to be available when you need it. Another area is tableware, plates, glasses etc. Some restaurants have staff to bring these out of the kitchen and some do not. If your restaurant does not, when you leave the kitchen you should have something in your hands to be carried out and stocked. Often you take dishes back to the dish room instead of a buss cart. If this is the case there are usually dishes left in the service area. Not only does this look bad for guests walking by but it’s more than likely against your local health code. If you see this, take them to the back even if they are not your dishes in the first place. I assure you the management is aware of who’s leaving them and will speak to them (usually again) eventually. The management doesn’t want the dishes there any more than you do and the last thing they want is one more hassle. Do them and yourself a favor and politely put them where they’re supposed to go. 
Before a guest leaves my station and as they are departing, if I happen to catch them, I will thank them for visiting the restaurant. In addition I will let them know I hope they enjoyed their stay and tell them I hope to see them again soon. I have my job due to the fact they, and their friends and relatives, decide to dine in this restaurant. I want them to know I realize this and appreciate their patronage. In the same conversation I will usually hear what they liked about the visit as well as any problems they perceived. I let them know I will pass their thoughts/concerns onto the management and thank them for letting us know. Without these details we don’t know what we’re doing right and what we need work on. Of course I do make sure to pass information on to the manager even if I think it’s absurd. Who am I to determine what is valid and what is not? That is my coach’s job to decipher, the one who sees the big picture of the restaurant.
 
When you are taking orders if you repeat it back to the guest they will have more confidence in your ability to bring them what they ordered. In addition to this I have heard it may even increase your tips. It will also reduce the number of mistakes you make. The customer may order one thing and be thinking about something else entirely. Once in a while it’s only when they hear you say it do they realize they have ordered the wrong meal. Anytime anyone says, “I’ll have the same thing as so-and-so” Repeat it back to them. My “line” is, “Just to make sure, you want the chicken breast, a baked potato with butter and sour cream right? Often when someone says they want the same thing the only similarity I find is that you both want food.” It creates a light hearted moment and explains why I’m forcing them to hear the order again.
Do what you say you will do. If you say, “I’ll be right back”, be sure you are. If you are going to get more sauce make sure you go straight back to the table with the sauce. Be as good as your word, it’s as simple as that. No one likes to be told one thing only to have you do another.
 
Never stand around and chat with co-workers in view of the public. I don’t care if they are your customers or not. Those customers may need something and if you’re not doing anything constructive may feel as though you are slighting them by not seeing to their needs. They don’t think about you not being their server. All they know is you are A server and should be helping them instead of doing nothing.
 
Never complain to a guest about anything for any reason. The guest has enough problems in their own life. They came in wanting a meal not to play psychoanalyst for you. In all reality most don’t truly care what your issues are, they just want you to serve them.
 
If you have an irritated guest it would serve you well to remember this: you don’t know what happened to them that day. For all you know they woke up to a note on their wife’s pillow saying she had left them for another man. As they got out of bed they put their feet on the cold remains of the family pet. After they tried without success to start their car and had it towed to the service facility they took a cab to work only to be called into their supervisor’s office and were told they were no longer needed, this was their two minute notice to vacate their desk. The car’s repairs were more than the car was worth and their refrigerator stopped working which made them come into your restaurant for their dinner. I know it’s far fetched, but how do you know it didn’t happen. A little understanding goes a long way in the service industry. Concentrate on, talk about and remember the wonderful guests you have and you’ll be a lot happier with your job. Most guests are reasonable, polite and genuinely great humans. Let them be your memories of the day. Don’t let the grumpy people ruin your day. Happiness is a choice, make the right one.
 
It may be over kill and seem like too much bother – until you need it, but, keep a spare shirt and tie in your car. A spare pair of pants isn’t a bad idea either actually. Nothing ruins a shift like a stained shirt or tie. Trust me, accidents can and do happen, even to the best of us. Be prepared for the unexpected and that rare instance will make you so happy you did.
 
Never attempt to hide a mistake from anyone, always be willing to fess up to your shortcomings. I assure you your manager will not like it and your guests won’t understand. People aren’t as dense and you may think they are and will know it’s your fault anyway. People don’t like to be lied to. At the same time they often appreciate frank honesty. Just admit to what happened. The worst that can happen if you’re honest is not as bad as what happens when you’re caught being dishonest.
 
There is a guest you know who is always rude and never tips well. Should you give them the same service you give every guest? Yes you should always give good service. Even though you know they don’t tip as they should and are rude, they still have a voice with their friends and relatives. For them to say something negative about the restaurant is still something negative about the restaurant. Even though their close friends may not give their words much credence, those who hear may not know enough not to and think your restaurant to be below par when it comes to food or service.
Remember, you rarely truly know who you are talking to. For example, is the lady dining alone doing so because she can’t get a date or is it because her husband passed away recently? Is the group of “obvious” convention attendees really un-related to your business or is there something going on in the company and they are in fact upper management of your own restaurant chain. Is the man with the beaver on his head just someone who doesn’t know any better or is it your manager’s father-in- law who does informal reports of how he’s treated and sees you motioning to him and laughing with your co-workers. You never know who has money, you never know who tips well and who doesn’t. Here in the southwest it’s assumed by many that some never tip well. I have had members of that group tip an almost embarrassingly large amount. You just never know and you can’t tell by looking, you can’t tell by listening. You only know when the tip is waiting. I always attempt to give service which almost demands a 30-40 percent gratuity, just in case the people are the type who will leave that amount.
 
Never date co-workers. I almost didn’t include this as it’s personal advice, then, just when I thought everyone knew this little tid-bit two of my workmates broke up. One ended up quitting and the other was so embarrassed they wanted to. It’s flirting with disaster to date at work. Even when you are getting along you run the risk of spending too much time chatting and making management mad. On the other hand I knew a married couple who worked together without a problem. It’s all a matter of how you treat the working relationship. You need to separate the two completely. If you have any reservations about your ability to do so, stay clear of working relationships. There, I’ve put in my two cents’ worth. 
Always allow guest the right of way. You are there to serve their needs, not the other way around. I go so far as to step as far as is comfortable out of their way to allow their passage. In addition always be aware of your surroundings. Look behind you before you turn around and start walking. Be sure there is no one behind you. One of the worst things you can do is ram a guest with a tray of dirty dishes or drinks! If a guest sees you with a full tray and motions for you to pass, go ahead and do so while thanking them for being so kind. The key here is do as the guest wishes when they make their wants known to you. Once again, you are there to serve them not the contrary.
 
I’d like to say a few words about “we” and its new found usage in the industry. I don’t like the server using “we” when addressing my table. I am a guest and they are an employee of the restaurant. They are not a member of my group and I dislike them using “we” to include themselves in it. “How are we doing this evening”, is rude in my opinion. After all I can’t comment on how they are doing in the first place. I can only inform them of how I, and possibly my dining guests, am doing. I actually had a manager of the In-front (fake name to protect the guilty) say the following: “Is there anything we can do to make us enjoy our meal more this evening? We would be happy to do anything we can think of for us.” I mean really. That’s just crazy in my opinion. Address guests as guests and not as long lost friends. How are you doing tonight? Is there anything I can do for you?
 
Serving trays are tough to manage at times. What do you do with them when you are not using them? Are they considered clean surfaces or not? Should you put dirty plates on them? The answer is not easy. They are both and yet should always be treated as if they are clean. I mean to say that you shouldn’t ever put a clean tray somewhere you wouldn’t put a meal. The floor is no place for a tray, clean or dirty. The guests don’t know you plan to clean it before you use it for food service again. All they know is the thing is on the floor. Of course each time you put something dirty on your tray you should clean it prior to putting anything clean on it.
 
Make the guest feel welcome, as if they are a member of your family at your house. Don’t ask them if they want another drink, simply get it for them. Make sure they know you appreciate them. Do whatever it takes to wow them and you’ll have happy guests (who of course tip better).
 
Don’t waste downtime! Anything you can do ahead of time will make the rush easier. If you have a few minutes make sure the restaurant is ready for the next rush. Talking to workmates about what happened last night should be done on your time, not the restaurant’s time. You depend on things being ready when you need them. It’s up to you to make sure they will be. Make things easier on yourself and your team mates by stocking.
 
With a “standard” pilsner glass you can pour a bottle of beer without lifting the glass. Pour to the opposite side of the glass and you’ll have great luck. This also impresses guests, they think you’re going to wind up with a glass of foam.
 
Go the extra mile! If a guest asks for change for the newspaper machine outside, don’t just bring them change. GO GET THE PAPER FOR THEM!
 
Special orders often make guests feel as though they are being troublesome. If you feel they are right, SWITCH JOBS. Special orders are never a problem! The guest is paying for their meal and should get it as they want it. Show them your willingness to make adjustments to their meal and you’ll win them over with your kindness. The bottom line is; they are going to get what they want anyway. You can either make points by doing it without a hassle or cost yourself money by making it seem like it’s a bother. How much you make is, as always, up to you.
 
Be a problem solver. If you’re not a part of the solution, you are a part of the problem. If other servers don’t restock or do “whatever”, rise above and take it upon yourself to get it done. You are going to make it easier on yourself in the long run and I’m positive management notices who does what and who doesn’t do what. You will prosper by doing the right thing. Those who want to do as little as possible will not make the money you make. Remember that! Making the restaurant ready for the rush will make YOU more money. The lazy servers won’t last long anyway and they aren’t going to make much money. Just hope they don’t give the guests service which makes them not return. If you have to help the lazy ones so you can assure the guest’s return. Heck, they may even ask for you on their next visit!
 
 
Every Little Bit Helps
 
Here’s a little story… There was a man who came into the restaurant every day for an early dinner. There weren’t many tables at that time so it wasn’t like he was taking up table space. He ordered the same thing every day. If we were out of his usual he had a back up order and it didn’t bother him at all if he had to use it. The tip was small based on the total of his bill. He would leave $1.50. This amounted to approximately 9%. Servers didn’t want to serve him due to the low percentage. I waited on him every day I was able to. Here’s why: $1.50 per day, five days a week, four weeks a month, twelve months a year comes to $360.00. At the time this meant he paid just about half of my auto insurance for me, for doing nothing more than making 4 trips to his table a day. 
 
Serving him didn’t take 3 minutes out of my day in total so the wage he paid me was $30.00 per hour. 
 
The moral of the story is that every little bit helps. Get enough nickels and you are a millionaire. This doesn’t mean I aim to make a pittance for my efforts, it does mean I appreciate every extra thing I am able sell a guest. 
While we’re on that subject, let’s take a look at what an up sell means in real dollars and cents. When I say up sell what I really mean is extra sell. I’m not talking about the $2 extra for top shelf liquor, I’m talking about selling a dessert, an appetizer, a more expensive entrée or something along those lines. While looking at these numbers I’m going to do the unthinkable, I’m going to assume some things: an up sell is $6.00, you serve 16 tables a night and each table has an average of 3 people. This means you serve 48 people a night. I think this is a pretty fair number. A number which is not in “dream land”, you can serve this many a night without problem. I’m also going to go out on a limb and assume you make seventeen percent for your efforts. If you are not making that much, consider finding another job.
 
Let’s talk about how much extra I think you can sell per shift. I think most servers, if they work at it, can sell an extra round of drinks, or actually serve an alcoholic drink instead of a soft drink one out of about 6 tries. That amounts to, give or take, three extra drinks a night for a total of $18.00. I think you can sell a dessert to one out of eight tables, which is two desserts, a night or $12.00. These are bare minimum numbers I’m talking about. 
 
Another way to look at it: for every $6 extra dollars you sell, if you make 17% gratuity, you make an extra $265.00 a year. So take that a little further and you see that for every four extra things you sell a night you make an extra thousand dollars income per year. Make your own raise, or bonus or whatever you want to call it. The bottom line is you can make more money if you want to.
 
Be a go-getter and let’s see what can happen. Let’s say you sell an extra 6 items at $6.00 each per night and instead of 17% you make 20% because you go the extra mile for your guests and they leave you a little more. This works out to $1,872.00 a year. That’s EXTRA CASH just for asking a few questions. Remember that we’re talking about low numbers as well. Many servers serve more tables and more guests than that a night so the numbers are that much higher.
 
Let’s take a look at it another, possibly easier to follow, way. For each $5.00 item you serve, if you are making a 20% gratuity, you make a dollar for walking it to the table. Not bad in my opinion. I’ll walk things to tables for $1 each all night long. If you were to sell each table $5 more worth of stuff all night long, with the previous assumptions, you will make an extra $16 a night. That’s $80 a week or $320 a month. What could you do with an extra $320 a month? Except for my rent and car payment $320 would pay my bills for me. Not bad for just asking a few questions.
 
Now let’s look at the overall percentage. Let’s say your guest check average is $18.00. You should know what your average is every night, strive to push it higher, you’ll make more if it’s higher and it’s a good overall gauge of how effective you are at selling. If it’s $18 and you serve 40 guests a night that’s $720.00 in sales per night, a decent number. At 17% you should be making $122.40 before tip out. If you increase your percentage to 20% you make $144.00 a night. You gave yourself a 15% raise. If you sell each guest one dollar more that’s $19/guest or $760/night amounting to $129 @ 17% or $152 @ 20%. So $1 more per guest gives you a 7% raise. That’s just one dollar per guest! That’s two thousand dollars a year!
Let’s take a different look at it. If you serve one extra table of two you stand to sell $36 more for the day. At  20% that’s an extra $7.20. Do that every night you work and you make an extra $144 a month or $1,870 a year. All for picking up a two top, and people wonder why I’m always willing to pick up a table! Where I live, I could fly to Las Vegas for the weekend, go to two shows, eat well and spend over $300 a day gambling for $1,870.
 
Still not sold? Let’s look at it from one last angle. Each person you serve spends $18.00 and tips you 20% thus you earn $3.60. Yearly that’s $860 for every person you serve. Still not want to take the extra table or the party of 12? Yea, that’s what I thought! Me too, bring ‘em on and do it every single day please.
 
 
Conclusion
 
Serving isn’t for everyone, not everyone has what it takes to be a good server. If you are one of them you can make a great wage for the amount of education required. If you actually think about what you are doing I believe the average server can make quite a bit more than they do. All it takes is a little planning, thought and effort. Often the effort you make will in turn make your shift easier as well as make you more money.