How to become a good waitress. What a waiter needs to know. How to sell complementary meals

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What should a waiter know and be able to do when it comes not about part-time work, but about a profession for a long time? What does a waiter need to know to work with pleasure? Let's figure it out.

In modern cities, there are many cafes and restaurants in which waiters, bartenders, and cooks work. The work of these people is aimed at people: to make sure that every guest can enjoy dinner and relax in a comfortable environment. If the cook, being in the kitchen, comes out to the visitors only on demand, then the waiter accompanies the guest from the arrival to the exit from the institution. It seems that what a waiter should know will never be fully recognized by any other employee of a cafe, bar or restaurant. Indeed, for the waiter, the sphere of activity is contact, aimed not only at communication, but also at meeting the wishes of the client.

What should a waiter know?

The labor of a specialist in this category is required in order to serve a visitor. Attentiveness, correctness, courtesy can hide some of the flaws in the kitchen when preparing the menu, although this happens extremely rarely. All staff of the institution do their job efficiently, otherwise they will lose customers.

What should a waiter know when starting to work with guests?

The waiter, observing the rules of etiquette, begins serving guests, while observing the standard of action, which is as follows:

1. Guests are greeted within a minute after entering the restaurant, welcomed and offered a free table.
2. Let us recall the precautionary attitude towards women and children.
3. The menu is offered to the first oldest person.
4. Before the order is fulfilled, the correct waiter will ask if the guests would like to try the drinks.
5. The specialist never rushes guests with the choice of dishes, gives them time to place an order and approaches them as soon as the guests have made their choice.

What should a waiter know and be able to do?

Service staff representative , the waiter must know and be able to accept an order from a guest. The work of a specialist takes place in the following way:

1. A specialist waiter in a polite manner conducts a dialogue with a visitor, in which the visitor is also interested, as he wants to choose original and tasty dishes and a waiter who can colorfully tell about the method of preparation, composition, and taste of the dish.
2. The waiter should be able to describe the dish using metaphors and “tasty” epithets (this confirms the opinion that the waiter should not only know and be able to set the table).
3. A working specialist, a waiter, needs to know that guests should be warned about the time required to complete the order and be able to fulfill the order with high quality.

What every waiter should know?

Every waiter should know that it is not worthwhile to conduct conversations on extraneous topics with a visitor. In any situation, you need to behave with dignity. The brilliant appearance of the waiter tells the client about the prestige of the establishment.

Every waiter should be aware that personal problems remain outside the institution. It is precisely in this skill that the professionalism of a specialist lies: to go out to the guests with a confident gait and a friendly face, on which you can read "How glad we are to you!"

What should a novice waiter know?

A novice waiter should know a lot, in particular, take into account the advice of specialists with long experience of work. If we characterize them briefly, we get two words with the particle "not":

1. Do not teach anyone, including guests, since a novice specialist himself does not know much.
2. Don't start your professional journey by lying to your visitors.

If we decipher these points, then we can say the following:

1. If the waiter does not know something, then it is better to bring truthful information regarding the dish in a minute than to get out and come up with it.
2. Each guest has his own tastes that he needs to realize at the moment, so you should not impose your tastes on visitors.

What should a waiter be able to do?

The waiter must be able to offer guests any dish, while describing its merit. So, for example, characterizing the dignity of the dish, we can say that it is popular with guests and is prepared according to classic recipes, which is put in moderation, so the dish is suitable for both men and women.

What does a waiter need to know?

The waiter needs to know that a friendly smile, a desire to help a person in choosing dishes and to serve him with high quality (the expression “How can I help?” Is a key rule of a waiter), are glorious for a waiter as a professional worker. The waiter needs to know not to use simple words of affirmation and negation. Figurative expressions when describing an order will help the guest to make a choice.

In conclusion, it should be said that the path to the skill and professionalism of the waiter lies through politeness and a smile. This is what the waiter should know in the first place.

Many famous people (among them - Alain Delon, Jennifer Lopez and Mickey Rourke), before gaining recognition, began their careers as waiters. This job has many advantages.

The first and probably the most important is the ability to plan your work schedule and adapt it to your needs (study, family, or another job). The second is tips, which can generate a pretty solid income.

For the most energetic, it is also a very active activity, in which there is no place and time for boredom. In addition, in order to become a waiter, it is not necessary to pass exams and study for five years (unless, of course, we are talking about restaurants of the highest level). That is why this profession, as well as the work of a seller as a consultant in Tyumen, is so popular among young people, especially students who want to earn money without interrupting their studies.

But taking advantage of all its advantages is not easy: you have to become the best in your business. You should not think that anyone will quickly cope with it: you need to have a certain set of qualities in order to stay afloat and collect a really large harvest of tips.

The first thing you should understand is that the waiter does not just serve food, but works with people who are sick, upset or annoyed, impatient, pedantic, badly educated, finally. With all these citizens, you will have to behave extremely politely and courteously, listen to all their wishes and calmly endure manifestations of discontent, even if from scratch.

It is good if you have had experience with young children and have learned to be patient. But if other people's whims bring you to white heat, the profession of a waiter is not for you. If you are withdrawn, shy, or just a loner by nature, in the first three days you will curse your work. There are many activities that are right for you, and stay away from restaurants.

It should be noted that working as a waiter in Tyumen and any other city requires excellent physical fitness and endurance. Expect to be on your feet for several hours a day - either running between tables with trays lined with food, or standing while waiting for an order.

You need to be extremely attentive to details and have an excellent memory in order to keep all orders in your head and not confuse anything, as well as remember where which device should be. A notebook is a useful thing, but it doesn't always help out. At the same time, there are quite a few waiters who remember the order as a keepsake and manage not to make a mistake when issuing it.

Resourcefulness, wit, a well-hung tongue - that's what will be irreplaceable for you. Then you will charm not only the hiring manager, but also the most discerning clients.

Is not just a garcon with a tray, it is the face of the establishment. In many respects, from how skillful, attentive and benevolent the team of waiters is, so are the chances of a cafe or restaurant to gain a reputation as a high-class establishment, to acquire a constant clientele, increase the number of banquets on the site and, accordingly, increase the profitability of the entire institution.

Mastery does not appear immediately. But if there are plans to make the work of a waiter your profession and grow further up the career ladder of the restaurant business, you need to master a number of professional skills. By the way, many of today's successful restaurateurs started out as waiters.

What skills should a future professional waiter develop and what skills should he acquire? About this today - in the article www.4banket.ru

A set of personal qualities of a professional waiter

A good waiter comes from someone who combines certain natural inclinations and acquired professional characteristics.

The personal qualities of the waiter are primary. It is no coincidence that the employer pays attention to them, first of all, during the interview. He correctly believes that you can teach a lot, but not sincere benevolence and a heartfelt smile.

6 personal qualities of a good waiter

• Sociability.

The waiter does not turn out to be a sociopath, withdrawn and taciturn. Psychological flair is also included in sociability. Good waiters always feel their client, know what and when to offer him, and what to do, categorically, should not. This instinct helps them to win over to themselves, and therefore to the institution. Relaxed and satisfied with the service, the guest is spent on ordering and does not skimp on tips .

• Politeness and friendliness.

Not always a polite and well-mannered person behaves kindly towards others. A good waiter combines tact, patience and kindness to others. He will not argue, insist on his own, will turn everything into a joke if tension arises. And he will do it easily and naturally, without embarrassing those sitting at the table.

• Stress tolerance.

Without this personality trait, a good waiter will not work. Tears and tantrums due to a rude guest, a burnt cutlet and an overturned tray are not acceptable for a professional. Equanimity, calmness and a balanced character are important, allowing you to control and soberly assess the situation in the hall, not to panic in the event of force majeure.

• Teamwork skills.

The profession of a waiter is not suitable for loners and individualists. Service and customer service implies team spirit and joint efforts for a common cause. If someone starts pulling the blanket over themselves and refuses to lend a shoulder to a teammate, then the team will fall apart. This is unacceptable in a waiter job full of unforeseen situations, when the support of colleagues is extremely important.

• Honesty.

Commandment "Do not steal!" must be unshakable for the waiter. Counting customers, failure to deliver, withholding tips from colleagues, deception and forgery are destructive not only for the career of a waiter, but also for the reputation of the institution.

• Diligence and responsibility.

These qualities are a direct path to professionalism in any business. Accuracy is also a manifestation of them - a true professional will never allow himself to be late for work or not show up for a disrespectful reason.

What a waiter should be able to do: professional skills

Professional skills are acquired. The speed of mastering the secrets of the profession is influenced by two factors:

- natural talents - a good set of personal characteristics;

- personal interest - focus on results.

A professional waiter in a restaurant is:

• The invisible ninja is fast as lightning.

It appears out of nowhere and disappears into nowhere and reappears, already with an order. Dirty plates disappear by themselves, glasses are always full ...

• A telepath who reads thoughts from a distance.

A good waiter knows how to anticipate the desires of his client, not bother with questions and advice, arise as needed and dissolve in the air, if the client temporarily does not feel the need for him. He understands the guest at a glance and half-word.

• A person who remembers everything from the summer.

The waiter must have a good memory. He will have to remember in detail the client's order, often more than one - with different sauces, the degree of steak roasting and other personal wishes. He will have to accurately transfer the order to the kitchen, make sure that everything is done as requested by the customer, to submit at the right time and in the right sequence. At the same time, the waiter “keeps” the nuances of more than one table in his head!

• The embodiment of tolerance and total compromise.

A professional waiter does not have certain words in his vocabulary and knows how to do without them: “I cannot”, “I don’t know”, “I will not”, “I cannot”. The waiter avoids all particles and prefixes with a negative or negative connotation when communicating with a client. This also applies to categorical statements from the mouth of the waiter.

• A well of eloquence.

A professional waiter must have a tongue hanging. The ability to tell about a dish in such a way is appreciated, with such appetizing details that the guest cannot resist ordering it. At the same time, without falling into obsessive extremes and without lying. Everything must be reliable and true.

• Master of table etiquette.

The waiter is obliged to master all the nuances of serving and serving at the table - where and for what what fork, from which side and with which hand to pour wine to the client, which of those sitting at the table should be the first to present the menu, who starts serving at a banquet, etc.

In addition, the waiter of a prestigious restaurant must understand the brands of wines and be able to present them.

What the waiter should not do or 8 not allowed

There are a number of rules that apply to all waiters serving different types of banquets.

It is forbidden:

- rush guests to order;

- withhold from the client information about the cooking time of the dish;

- to conduct conversations with the client on extraneous topics, to distract him from food;

- have an unkempt appearance;

- bring your personal problems and experiences to the hall;

- impose your tastes and preferences on the visitor;

- delay change, hoping to leave it to yourself as a tip.

Conclusion fromwww.4banket.ru : I want to repeat again: "The waiter is the face of the establishment!" So let the face of your restaurant be friendly, smiling, smart and beautiful!

We wish you not to lose face!

Greet your visitors. The first words at the table are the basis of the basics. Mom always taught that "90% of the grade depends on the first impression." An example of good treatment would be “Good evening, my name is ___ and I will make sure you get what you need tonight. Would you like to start with drinks while deciding on an order? "

Offer an aperitif or an appetizer before a hot meal."How about a homemade homemade nacho sliced ​​nacho or chips with Mexican cueso to whet your appetite?" It is even difficult to say how many people usually miss the aperitif section on the menu.

Bring plates and spices along with appetizers and an aperitif. Make sure that each guest gets a plate and that there is enough spice dishes on the table if there are a lot of people.

Take the entire order. Ask the table if the customers have made up their minds or if they need a little more time to browse the menu. When ordering dishes, there may be minor changes and wishes, so do not forget to EXACTLY record the order of each guest. After writing down the order, repeat it out loud for customers to confirm the correctness. Try to name the children's meals first. If two people ordered the same dish, tell the kitchen to split it into two separate plates. I know these nuances seem to be common knowledge, but they should be repeated. Much of what forms the impression of your work among clients depends on this.

Do not allow glasses to be more than half empty. Make sure that during the entire meal, none of the guests' glasses are emptied by more than 50%.

Rule 2/2. After putting an appetizer / aperitif on the table, reappear at the table after 2 minutes or 2 bites. By doing this, you show concern about how the brought food went.

Remove the plates / aperitif. Of course, do not forget to ask your guests if they are done with this, even if in your opinion everything is already clear. Also, take away any spices that were brought in for the aperitif.

Bring spices for your main meal. Follow the same rule as for an aperitif: there should be enough spices for all guests. And, of course, they must correspond to the order made.

Bring the entire order at one time. With the exception of baby food, meals for all guests must be brought at the same time.

Rule 2/2. Use the same rule again as for an aperitif to monitor how the main dishes of the order went.

Remove the plates. Be sure to ask the guests before that if they have finished, even if visually it is already noticeable. Also remove any spices you brought.

Working as a waitress can be quite stressful, even if you are already an experienced worker. Read this article to learn how to become a good waitress. The smiles of your customers, the satisfaction of the employer, and the tip amount will all increase as you work on the quality of your customer service.

Steps

Effective work

Always look presentable. If you wear a uniform, keep it in excellent condition (washed and ironed). If no uniform is provided, wear a little formal attire. This will create a good impression with your customers (and your boss will generally be happy). Check your appearance periodically to make sure you don't look disheveled or that you haven't spilled anything on yourself.

• Keep your nails clean and trimmed.
• Wear good looking shoes (don't wear sneakers or sandals).
• Refrain from using perfume, as some customers may be allergic to the scent of your perfume. Also try not to smoke before work or during breaks, as this can leave an unpleasant odor.
• Jewelry shouldn't be conspicuous.

1. Learn the menu to save time when taking orders. Learn the menu in your spare time if you want to avoid mistakes and delays.

   • Learn the flavors of each dish. For example, if a customer orders a sandwich, you need to know what kind of bread you can offer and what to put on it.
   • Learn which foods contain meat, dairy products, and common allergens such as peanuts. Be prepared to offer a similar meal, but without containing foods that the customer dislikes.
   • Before your shift, check out today's meal list.

2. Ask the customer politely if they would like to order anything else. The bosses will love you for this, and your tip will grow.

   • Learn which spirits are high quality and expensive and offer them to your customers.
   • Always offer a snack.
   • Don't be persistent and don't mislead the client.

3. It will be easier for you to work if you do three things at the same time on the way to the kitchen and back. Collect empty dishes from tables when you go to the kitchen. On the way back, grab additional orders for all tables at once, rather than carry them one at a time.

   • If you are an inexperienced waitress and cannot remember the order, write it down directly in front of the client (and, if necessary, take notes to yourself about what needs to be done in the next 5-10 minutes).

4. Learn to manage your time properly. Keep track of how much time has passed since the order was accepted, and also learn the amount of time it takes to prepare each dish. Approach each table after customers have finished eating the meals they ordered. Move fast (but don't run) and try to stay at your chosen pace.

   • Let the client know how long he will wait for his order. For example, if someone orders a steak, tell them how long it will take to cook it. Or if the soup is over and the chef has to prepare a new portion, notify the client and be sure to offer an alternative dish.

5. Check the dish before taking it to the customer, especially in cases of special requests. If the dish is the same as the customer ordered it, you will avoid hassle.

   • If the dish is confused, inform the kitchen and the client about it. Apologize for the delay and, if this is the practice at your establishment, offer the customer something at the establishment's expense.

6. Remember the preferences of most customers. For example, burgers are always served with ketchup, and children often drop their cutlery. Learn the requests of certain categories of customers and fulfill them in advance. This will save time for both clients and yourself, which will have a positive effect on the amount of your tip.

   • Extra cutlery, seasoning bags, napkins can be stored in your apron pocket.

7. Don't let bad tips ruin your mood. Never complain about a bad tip when you've served your customers well. You may be fired or have a bad relationship with the rest of the service staff.

   • Some people never pay a good tip regardless of the quality of the service, and others simply cannot afford to pay a good tip.

8. Don't sit around. If you don't have clients, do something else (there is always work in the restaurant). Show your employer that you know how to work and be proactive.

   • If your customers aren't demanding attention, look at other customers. Perhaps some of them need something (but try not to spoil the relationship with other service personnel).

Actions in specific situations

1. Pay attention to parents when children order. A child may order unhealthy foods that are not approved by their parents. Give your parents a chance to object before repeating the order.

   • If the parents are oblivious, repeat the order loud and clear to give them another chance to change the order.
   • If the parents object, tell the child, “Sorry, I cannot bring this. Can I help you with something else? "
   • If you personally do not approve of the child's choice, do not say anything. It is up to the child's parents to make a decision (only if he does not break the law, for example, by ordering alcohol).

2. Do not place dangerous items near children, such as hot dishes, sharp cutlery and other dangerous items. In this case, place the object near your parents and get their attention by saying, "Please."

   Serve parents with children as quickly as possible. Babies and young children are very fussy, so if the order is delayed, all of the restaurant's customers may suffer from this. Come to tables with children more often and serve such tables in a multitasking mode (to speed up the process).

   • Try to bring food and drinks at the same time.
   • If your parents order a dish that takes a long time to cook, offer them another dish that will take much less time to prepare.
   • This is the rare situation in which you have to bring the bill when you come for empty plates. But ask permission to remove the plate if there is food left on it.
   • Don't make your parents think you want to get them out as quickly as possible. They will appreciate your good and fast service, but don't overdo it with intrusive service.

3. Don't get involved in an argument about who will pay. In this case, place the bill in the center of the table, and not next to one of the clients. If customers ask you to resolve their dispute, smile and tell them you will come back a little later.

   Learn how to serve tea and coffee properly, as some customers take these drinks very seriously. Ignore this tip when serving a repeat customer you know what needs to be done.

   • Tea lovers are especially concerned with the brewing process. Make sure you write down the type of tea you ordered correctly, and bring milk, lemon and sugar (just in case).
   • Don't put anything in tea or coffee without asking the client.
   • Do not put a spoon in tea or coffee. It lowers the temperature of the drink and some customers prefer very hot drinks.

4. Ask if customers want you to bring water if they order alcoholic drinks (this is more relevant in a restaurant than in a bar). Many people like to dilute an alcoholic beverage with water to reduce the negative effects of alcohol consumption.

   • In many countries, it is not customary to dilute alcoholic beverages with water.

5. Never place an object that you have lifted off the floor on the table. Even if it's just a menu or a salt shaker, you must replace it. Your customers don't need floor germs.

   Practice certain tasks, such as opening a bottle of wine, to learn how to do them faster and more agile.

   • In most cases, waiters open a bottle of wine directly in front of the customer. With practice in this task, you will open the bottle quickly and naturally.

6. If you are responsible for music selection, turn down or turn up the volume to an acceptable level and select the appropriate melody. Never play an entire music album; play different tunes to please the tastes of all customers.

   • In the morning or afternoon in a cafe or restaurant, it is better to play calm and unobtrusive music (for example, classics).
   • In the evening, customers love to listen to more energetic music, but this largely depends on the general atmosphere of the establishment. Most of the time, customers don't need very loud music because they want to talk to each other. In any case, waiters are rarely responsible for picking music during peak hours.

Quality of service

1. After the clients sit down, look at them and introduce yourself. This opening tends to result in a big tip and also gives customers the opportunity to politely contact you later on.

   • You can also introduce yourself during the distribution of the menu and checking the availability of cutlery and napkins for each client.

2. Be polite and friendly to even the poorest customers so that they feel as comfortable as possible.

   • Ask customers if they are visiting your restaurant for the first time. If the answer is yes, offer them your help in choosing the dishes.
   • Be friendly, but don't interfere with the conversation between clients. Get your job done and step back to give customers a chance to enjoy a meal or have a private conversation.
   • Remember to smile. No matter how annoying clients or colleagues may be, put a smile on your face and do your thing.
   • Never gossip about clients, even if they can't hear you. When discussing clients, do so in a polite and respectful manner.

3. Respect the client's personal space. Never sit down at the same table with a client to write down an order, do not shake hands with a client (unless it is the institution's greeting policy) or hug (unless you are close friends with the client). The degree of your friendliness will depend on the institution you work in.

   If a customer asks for your advice on food choices, be prepared to answer all questions or recommend your favorite food (in each category). If a customer orders a dish that most other diners in the restaurant don't like, recommend another dish to the customer.

   • Customers love being recommended the most delicious dishes, but don't go too far and describe the disadvantages of the dishes. Instead, recommend a dish that you personally like or that is a chef's signature dish.

4. Be prepared to comply with any reasonable customer request. Many customers avoid certain foods (especially those that cause allergies). If you do not know from what products the ordered dish is prepared, find out and inform the client about it.

   • Never fool customers by bringing them dishes made with unwanted foods. If you cannot bring the ordered dish, just say so, and then offer the client another (similar) dish.
   • Don't ask clients. Remember that there are many reasons for changing an order: religious, vegetarian / vegan, cultural, and dietary. If you can replace the order, don't ask customers unnecessary questions.

5. Repeat the order out loud. Research shows that waiters who repeat the order out loud (in front of the customer) get more tips. It will also allow the customer to correct any mistakes or change the order.

6. Come to your clients' tables regularly. Over time, you will learn to determine how often to do this. Be sure to come to the table when customers have finished eating a dish or when they are bored (or annoyed) while waiting for their order.

   • If you can, tell your customers how long it will take to prepare the meals they ordered.
   • Walk up to the table to refill clients' glasses or ask them if they want anything else.

7. Remove plates, glasses and cutlery when customers have finished with their next meal. Always ask permission to remove the plate if there is food left on it (if there is too much food left, ask if everything was in order).

   • In many restaurants, dissatisfied customers are offered something at the expense of the establishment. This practice can save your tip.

8. Be friendly with your regular customers. When someone sits at your tables more than once, try to get to know them better. You don't need to be friends with them, but you will most likely like some of them.

   • Remember their names, favorite drinks, where they work. Make them feel like they are going to a restaurant to visit a friend - you!
   • Write down the preferences of your regular customers. For example, a client will be impressed if on a regular visit you remember what kind of steak he likes.