The Waiter & Waitress and Waitstaff Training Handbook by Lora Arduser & Douglas R. Brown

Author:Lora Arduser & Douglas R. Brown
Language: eng
Format: epub
Publisher: Atlantic Publishing
Published: 2013-10-15T00:00:00+00:00

The Rowdy Table

Rowdy tables can be very disruptive to your other customers. The acceptable noise level is partially determined by the type of establishment—people will be much louder in a sport bar than a fine-dining restaurant. If you have a table that is getting out of control, you must make them aware of the situation. Notify your manager or the host of the situation and they will talk with the head of the party and ask them to quiet down. If the guest refuses to cooperate, they will have to be asked to leave.

Cell Phones and Pagers

Cell phones and pagers are a fact of life. Most of the time people do not turn off these devices when they dine, and most people answer them fairly quickly. Most of the time these cell phone conversations will not disturb other guests. If, however, your dining room is quiet and this behavior becomes disruptive to other customers, you should ask the offending party if they would mind taking their calls in the lounge or lobby area.

Pets

The only pet most departments of health will allow in a restaurant are seeing-eye dogs. If a restaurant has an outdoor seating area, however, they will often allow pets there. If someone tries to bring in a pet that is not an assistive animal, tell them that the restaurant does not allow animals, and show the owner where the pet can stay while the owner dines. Some restaurants also provide bowls of water and have biscuits on hand for these situations—this can go a long way in keeping your customer, who is also a pet owner, happy!

The Well-Known Guest

Famous people and other well-known personalities often simply want to dine in peace and not be disturbed by someone wanting an autograph or someone wanting to start a conversation. To facilitate this experience, the host should find the guest an out-of-the-way table and assign the table an experienced server who is less likely to be “star struck” by the guest.

Accidents

Accidents, large and small, are bound to happen on your shift. If a small accident happens, such as a spill, it can be easily and quickly dealt with. If you or a customer spills something on the table, quickly move all items to the other side, place a clean napkin on the spill then return all the items to their original positions. If something is spilled on the customer, you should help the guest clean up the spill and apologize. If appropriate, you should also offer to pay for any dry cleaning charge the guest incurs because of a spill caused by a restaurant employee.

If a more serious accident happens, immediately notify your manager. Your manager can determine whether medical care is necessary. Whatever the accident is, the first thing you should do is attend to the guest. Afterward be sure to follow any policy your restaurant has about logging or recording accidents with an accident report. Be sure you include the name of the guest, your name, the date and time, and a complete description of the incident.

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