About this video

• Video Title: How To Interact With Guests and Taking orders: A Servers Guide
• Channel: Waiter, There's more!
• Speakers: No specific speakers named in the transcript.
• Duration: 00:09:27

Overview

This video provides a comprehensive guide for restaurant servers on how to effectively interact with guests, from welcoming them to handling the bill. It emphasizes techniques for creating a positive guest experience, upselling, taking orders accurately, suggesting wines, clearing tables efficiently, and managing the payment process, all with the goal of improving service and increasing tips.

Key takeaways

• Welcoming Guests: Greet guests warmly, introduce yourself without your title, and offer a genuine compliment to break the ice and start a conversation. Pull out chairs, take coats, and engage with pleasantries like "How was your day?"
• Upselling and Suggestion: Upselling begins before menus are handed out. Gently suggest items by sharing your opinion on pairings (e.g., wine with food) or highlighting popular dishes. For drinks, suggest cocktails or specific wines, tailoring suggestions to the guest's attire or the occasion.
• Taking Orders: When taking orders, suggest a popular starter to encourage additional sales. Note orders carefully, numbering guests (e.g., circling numbers for women) to ensure accurate delivery and allow colleagues to assist efficiently.
• Suggesting and Selling Wine: Always offer two wine choices: a medium-priced option and a more exclusive one. Describe them as "lighter all-around" and "more full-bodied" to help the host make a choice without feeling embarrassed. Serve drinks before starters and present the wine bottle, mentioning its name and grape before pouring.
• Serving Food and Clearing Tables: Serve food efficiently, knowing who ordered what to avoid interrupting conversations. When clearing, wait until all guests at the table have finished eating to avoid appearing rude.
• Managing Table Turnover: If a new booking is waiting, offer the current guests a change of scenery with a complimentary drink in another area (like a sofa area) while their table is prepared. This allows for smoother transitions without rushing guests.
• Handling the Bill: Wait for guests to ask for the bill or signal for it. Present the bill on a plate or book, never just the paper. Return change promptly for cash payments and bring the card machine to the guest.
• Guest Departure: Once guests are ready to leave, assist them with coats, pull out chairs, and escort them to the exit, thanking them and wishing them a good evening.

Key takeaways

• Welcoming Guests: Greet guests warmly, introduce yourself without your title, and offer a genuine compliment (e.g., about their outfit or hairstyle) to break the ice and initiate conversation. Assist with seating by pulling out chairs and taking coats, always maintaining a smile. Engage guests by asking about their day or suggesting activities related to their attire.
• Upselling Strategy: Upselling should be integrated subtly from the start. Frame suggestions positively, such as recommending a popular starter or highlighting a specific drink prepared by the bartender. The goal is to influence guest choices by shaping perceptions and creating expectations.
• Taking Orders: When taking orders, suggest a popular starter to encourage guests to order more. Write down orders clearly, numbering guests to ensure accuracy, and consider marking orders from women with a circled number for easy identification by colleagues.
• Wine Sales: When suggesting wine, offer two options: a medium-priced, "lighter all-around" wine and a more expensive, "full-bodied heavier" option. This approach allows the host to choose without embarrassment. Present the wine bottle, stating its name and grape, and allow the guest to taste or smell it before pouring for the entire table, starting with the ladies.
• Serving and Clearing: Serve food efficiently by knowing who ordered what, preventing interruptions and guest confusion. Avoid clearing plates while any guest is still eating, as this is considered rude.
• Managing Table Transitions: To accommodate new guests without rushing current ones, suggest a "change of scenery" to a sofa area with a complimentary drink. This allows the service team time to prepare the next table. Inform waiting guests to relax at the bar with a small cocktail while their table is readied.
• Handling the Bill: Wait for guests to request the bill. Present it in a dedicated bill holder or book. For cash payments, return the change promptly. For card payments, bring the machine to the guest and allow them to enter their details privately.
• Guest Departure: After the bill is settled, assist guests with their coats, pull out their chairs, and escort them to the exit, thanking them and wishing them a pleasant evening.

Here are the absolute highlights for sticky notes:

• Welcome: Warm greeting, compliment, assist.
• Upsell: Suggest popular items early.
• Order: Note numbers, mark women's orders.
• Wine: Offer two choices (light/full).
• Serve: Know who ordered what.
• Clear: Wait till all finish eating.
• Transition: Offer comfy spot, free drink.
• Bill: Wait for request, use holder.
• Depart: Coats, chairs, escort, thank you.

Here are the sticky note highlights with a bit more context:

• Welcome Guests: Greet warmly, introduce self, give compliment, assist with seating.
• Suggest Starters: Recommend popular dishes to boost orders.
• Record Orders: Number guests, mark ladies' orders for accuracy.
• Offer Wine Pairings: Present two wine options (light vs. full-bodied).
• Serve Smart: Know each guest's order to serve efficiently.
• Clear Plates Politely: Wait until everyone at the table is finished.
• Manage Flow: Offer drinks/new area for waiting guests.
• Present Bill: Wait for request, use a bill presenter.
• Final Touches: Assist with coats, escort out, thank them.