GUIDE TO BECOME A WAITER in HOTEL or RESTAURANT
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Some would claim that working as a waiter is easy. That all such
a role entails is carrying food from A to B and boasting a polite smile to the
public. Yes, these are fundamental, but they are not the sole pillars on which
the industry balances. In fact, being a waiter is a much more complicated,
skilled job. This article will look in depth at the job of being a
waiter/waitress, exploring what exactly the role requires, which skills are
needed to succeed and looking at a few situations which can
arise on duty.
This is the Course for Becoming a Waiter/Waitress.
People Person.
It is crucial that a
waiter/waitress is a people-person. People should be the core of every action
they take and every word they say, no matter who they are addressing.
Without people, there are no waitressing jobs!
A good waiter will be
prepared for a variety of customers and must be adaptable. Some people will be
full of fun, cracking jokes and encouraging lively conversation with you, while
others will be quiet and somber, desiring privacy for the duration of their
meal. To the former your service should bleed enthusiasm and thoughtful
conversation, and, to the latter, you should be little more than a shadow,
bringing food and checking occasionally on them. These are two types of people
from a whole host of characters waiters meet. The important fact is that a good
waiter will tailor an individual service for each customer, depending on their
needs and wishes.
You might encounter an
angry customer (caused by faults in their restaurant experience or by having
“one of those days”). For them it is vital to remember that the customer is
always right...even when they are not. You are there to make them happy or, at
the least, to give them a high quality level of service. So continue to do so,
perhaps giving them a little space, never faltering. You don’t know; they might
leave in a better mood than when they entered.
Some customers might
have a disability or other requirement. You should be prepared to respond to
these. Make sure there is a Braille version of the menu and wheelchair access,
among other things. Know where to find information on allergens contained
within your food for those who need it (this will be discussed more in the
‘knowledge’ section of this article).
On top of all this,
working with children is crucial. Whether you are in a Michelin star restaurant
or the local burger joint, chances are that children will factor into your
daily routine. Be enthusiastic and happy, and ready to discuss whatever the
child is interested in (usually signified by an action figure, doll or
t-shirt). Forging such a simple relationship improves the overall service for
parents too.
Teamwork.
Working in a
restaurant means functioning as a cog in a well oiled machine. Teamwork is
invaluable. Even during moments of solitude, you are working as part of a
larger body. There is no room in the restaurant business for those confined to
independent work alone.
The restaurant can be
divided into sections or table groups, with one being assigned per team member.
Taking care of your own section is fundamental, but offering a hand to a
struggling colleague (so long as you are not sacrificing your own work to do
so) can be the factor which keeps them afloat. After all, if you were in
trouble and saw a work mate was not, wouldn’t you expect them to, or hope they
would, help?
Some restaurants will
divide jobs among their waiters and waitresses. Some evenings a waiter will be
working the door, welcoming guests, making desserts and drinks or running food,
then doing something completely different the next. If one of these jobs
falters then it has a domino effect on the rest. It is not just about being
adaptable to people, but adapting to the job itself.
Knowledge – The Menu,
Hygiene and Health and Safety.
Down at a technical
level you need the know-how for the job. Firstly, this means learning the menu,
including ingredients and allergens. Some companies will have sheer masses of
information, impossible to learn fully. For situations such as this, or to
refresh forgotten details, you should know where to access allergen and
ingredient information for customers who request it. Knowing all of this to the
best of your ability should be your first concern.
Secondly, try the food
you are serving. No matter how much of a charming salesperson you are, a
recommendation without having first tried the food sounds stale. Know the menu
from a subjective perspective and be ready to recommend meals, whether you are
suggesting your favourite, something spicy, something vegetarian etc. Also know
the drinks menu, and be able to recommend wines which compliment different
foods.
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Finally, learn a
little about the area your restaurant is in and the restaurant itself. Know
your local history. Remember exactly how this specific restaurant lays their
tables and glasses. Know where things go when not in use. Every and any little
detail will come in useful at some point.
Skills – Carrying, Memory and Taking Orders.
Some restaurants
require orders to be written by hand, others have electronic keypads.
Regardless, your listening and note-taking skills must be on point to ensure
orders are taken accurately. Sometimes, you will be caught off-guard with an
order and not be carrying a notepad. Here your memory skills can be tested.
Always serve those who
were seated first, first. Someone who arrived at 4pm should be eating before
someone who rushed in at 4.10pm. This will keep your service running smoothly,
reduce disgruntled customers and keep down your own stress levels.
Nobody expects you to
carry five plates at once but try to push your own ability. Begin carrying two
dishes, then learn to carry three and so on. Just be sure not to drop anything;
two plates are better than none and a mess on the floor!
Learn to work the till
in the restaurant and, although the till will do it mostly for you, ensure you
have a working in basic mathematics for those times when you need it.
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Restaurant Standards –
Silver Standard or Fast Food.
Always give the best
service you can, no matter where you are. Just make sure to understand the
standards of your specific restaurant, as each vary slightly. Some places will
value one aspect of service over another, so know which you should be focusing
on. Not only do values change between workplaces, but so do dress code, the way
you serve food and the way you act around people. No matter where you are
though, this guide will apply.
Stress.
Working as a waiter is stressful, there’s no doubt about it. A thousand things can be happening at once and suddenly it feels as though you are drowning. Here are a few tips for dealing with waitress stress:
• Do tasks in the order they present
themselves as to avoid forgetting things.
• Write everything down to assist your
memory.
• Realize that not everything is under
your control; all you can do is your best.
• Communicate honestly with customers
about delays – people appreciate honesty.
• You are part of a team; do not ever
feel alone.
Follow this simple
guide and you will be somewhat prepared for entering the world of waitering and
waitressing. Good luck, and remember: the customer is always right.
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