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The first example that was demonstrated in the article “How Waiters Read Your Table” by Sarah Nassauer is a particular use of the script. Waiters at Romano’s Macaroni Grill, an Italian-themed business, are trained to utilize a scripted offer of house wine to determine whether the table wants a quick, leisurely, or boisterous lunch. The meal will not be the primary attraction if they decline the waiter’s offer. The waiter may bring the check at the same time as the food to speed up service. In this case, the waiter acts according to a specific scheme, but you have to rely on your thoughts. So, the employee’s decisions allow us to provide a better service. Otherwise, the owners and administrators of the restaurant could prohibit the waiters from making decisions based on visitors’ responses. There would only be a certain sales script without an individual approach.
In the second case, the waiter must use an individual approach based on specific external attributes. If guests use their laptops at the table, they may not be interested in sharing appetizers or learning a lot about the cocktail menu. A reverse example would be using a persistent sales script. For example, if a visitor has a laptop with them or indicates that they came in for a short time – the worst option would be perseverance. There is no need to offer food if it is noticeable that the guest came only to drink a cup of coffee or pass the time.
The third case is to provide more opportunities for the waiter. This means that each employee can make suggestions on the menu based on the order already made. Rather than giving one additional product, such as biscuits and gravy, to every breakfast guest, waiters are taught to alter their offer based on the guest. A cup of coffee or tea may be recommended to a diner who orders a lighter meal, such as a bagel and fruit. An unsuccessful solution would be to ban waiters from making independent decisions. A strict script that might not take into account particular circumstances in such cases would be ineffective.
The restaurant’s guest service is regarded as a critical component in the company’s overall success. Any restaurateur understands that negative experiences may detract from even the best-tasting food. The success or failure of a restaurant’s menu is determined by how the meals are served. Both seasoned and inexperienced waiters should remember this crucial time. The waiter is responsible for all of the restaurateurs, administrators, chefs, and other workers’ preliminary jobs. The waiter service offers visitors a sense of the restaurant’s general efforts. Furthermore, the personnel frequently find this reality incomprehensible.
Another important message for managers to express to restaurant staff is that excellent service enhances the value of the food given to visitors and sets the business apart from its rivals. After all, a waiter uses unfavorable comments when a customer is served cold soup, not when the client receives inattentive or unpleasant service. In essence, a restaurant is a type of theater that sells sensations, pleasure, and a variety of pleasurable services. Any gesture, action, or phrase said by a waiter directly impacts a catering establishment’s financial measures. The ideal service generates a significant profit for both the restaurateur and the waiters. Therefore, waiters must make decisions about what needs to be done so that the customer likes the service.
Motivating waiters with a salary is wrong — they are interested in receiving tips. The better their work, the more generous the visitors are grateful. However, employees should understand that tips are not a salary that is given without fail. This is an additional reward for good work, and the guest determines the degree of quality of service. Waiters must work quickly and accurately. Errors in accepting an order, its long waiting reduce the probability of receiving a tip to a minimum. The level of sociability increases, friendly communication, attention to the needs of each guest, and help with the choice of dishes and drinks are rewarded. The quality of service should in no way reflect the number of tips left. Restaurant managers are obliged to monitor this closely. Service is the work of a waiter, and if they perform it poorly for one reason or another, a worker is incompetent. Even if it is evident in advance that large tips are not expected or will not be at all, this fact should not affect the level of service. This is especially important in specialized restaurants.
In the first case, it can be observed that the training of waiters is aimed at interacting with visitors and the subtleties of work. They consist of how, depending on the guest, to offer a particular position from the menu. In the second case, the training takes a week. Therefore, more experienced waiters pass on their knowledge and skills to beginners. First of all, the training focuses on the difficulties that waiters face. There are various psychological difficulties. Namely, how to feel confident looking around and moving around the restaurant. Alternatively, how to interact with a large company of visitors. In the third case, waiters are trained on how to be a leader in a restaurant. This is reflected in the ability to respond to various situations, control the mood of visitors and their satisfaction, as well as make changes to dishes if something does not suit them.
It is essential to be aware of the right and wrong actions in the work of a waiter to understand what you need to do for your success. The training takes place at a high emotional level. It is crucial to support the mood of the participants. Only by working according to the standards can the institution guarantee a high-quality and effective service to the guest. Moreover, only by learning to work according to the standards can the waiter learn how to sell qualitatively, increasing the average check and pleasing the restaurateur with the results.
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