Restaurant Training – Waiter & Waitress Training Tips For Customer Service – Hospitality Education

Did you know that approximately 14 percent of your customers will not return to your business because of food quality and 68 percent because of service quality? So, doesn’t it make sense to train your waiters and waitresses to deliver superior service to win your customers back every time?

To gain the competitive edge today, you have to do much more to place your restaurant on the “favorites” list. One way is through personalizing service for each type of customer that comes to your business. For example, selling and service techniques employed for a family with children are different from that which would be delivered to elderly customers. The same holds true for business customers versus vacationers. It is never safe to think that your restaurant service staff will inherently understand these differences. Unless trained, they are most likely to offer one size fits all service.

Teach your waiters and waitresses to be observant and follow the tips below to help assess the needs of your customers:

•Time limitation (leisurely or time restricted)

•Mood (celebratory, romantic, stressed)

•Age group (children, teenagers, baby boomers, seniors, geriatrics)

•Purpose for their visit (social, private/intimate, or business)

•Gender (male, female)

Since approximately 80 percent of communication is conveyed through facial gestures and verbal and non verbal body language, as opposed to the actual words, teach your service team to focus on the following areas:

•Verbal Language (voice tone, rate, inflection, speech, pronunciation, and grammar)

•Body Language (eye contact, facial expressions, gestures and movement)

Look for telltale signs of a customer in a rush such as looking at their watch, looking around or rubber necking, talking quickly, crossing their arms, or tapping their fingers. Also, closely observe your customers’ image (e.g. clothing, accessories, hair, makeup, etc.). This can also provide you with many clues about their dining needs.

Here is an exercise to share with your service team. It lists various types of customers and ways to customize service for each customer category. During a pre-shift meeting or company training session, review this exercise with your restaurant service staff.

Customer Types and Service Suggestions:

1. Celebrating

-Since celebrating customers usually have larger budgets, suggest higher priced items along with party-spirit foods/drinks and a cake to recognize the occasion

-Congratulate the celebrating customer and focus on their main event

-Be social unless serving a couple desiring privacy

2. Elderly

-Since many elderly customers are on a limited income, guide them towards value-oriented foods and recommend light, soft, and less spicy foods

-Be patient and speak slowly, project your voice, and listen carefully

-Refrain from acts which can be construed as condescending or treating them like children

3. Family (with children)

-Offer high chairs and booster seats

-Be prepared to make kid-favorite suggestions and easy to eat finger foods

-Offer something to occupy the child’s attention (game books, crayons, crackers)

-Be patient while the family orders and give the children the opportunity to place their order themselves

-Sincerely compliment the customer about their children

-Ask the child kid-friendly questions

-Place drinks where spills are less likely and remove obstacles (e.g. vases and centerpieces)

-Quickly clean spills and keep the area tidy

-Deliver extra napkins

4. Romantic Couple

-Guide the couple towards a booth or secluded area for privacy when seating them

-Suggest higher priced items along with wines, champagnes, and exotic desserts, since romantic couples and people on first-dates usually have larger budgets

-Deliver highly organized and efficient service

-Minimize your conversation and allow them privacy, without hovering over them

5. Business

-Suggest higher priced items, since many business people have business accounts and set allowances

-Suggest items that are prepared quickly and inform them if their selected order requires a long preparation, if they are on a business lunch

-Deliver highly organized and efficient service and ensure their order is delivered promptly

-Minimize your conversation and allow them privacy without hovering over them

Please Note: When serving alcohol, train your staff to be aware of the signs of intoxication and avoid overselling alcohol. Teach your staff to refuse alcohol sales to any minors.

Other customer types include customers dining alone (the solo customer), disabled customers, teenagers as customers, customers who are in a rush, first-time customers, and customers who dine in large groups/gatherings. Again, each different type of customer has “specific” service needs. Along with recognizing the category customers belong in, the above service suggestions are meant as recommendations and are not set in stone. Always, be sure to fully assess every dining customer by closely observing verbal and body language to determine how to positively interact with them. Mike Owens, General Manager of Brick Oven LLC, located in Topeka, Kansas, says, “Using the above examples in role-play scenarios is a highly effective method to properly train your service teams…it helps them fully understand the importance of tailoring their service versus delivering the same canned service to everyone.”

“Service” is not just about delivering food and drinks to the table-it is giving the customer much more than he/she expects. Implementing a solid training program that focuses on personalizing service will set you apart from your competitors. Exceeding the needs of each customer with customized service takes a little extra time. However, it is worth the effort. When the customer wins, everyone wins and it’s a triple play-more money for you, increased tips for your service staff, and happy customers that become loyal patrons and refer their friends to your business.

The Best Kept Secrets to Making More Tips for Waiters, Bartenders, and Baristas

When it comes to a career in the service industry, no matter how short or long-lived, one of the most advantageous things you can learn to do ASAP is how to pull people’s emotional and unconscious heartstrings.

But before you think I’m some manipulative monster just trying to turn the world upside down to objectify patrons, guests, and customers for your own selfish, worldly gain- just hear me out.

If you plan on waiting tables, serving drinks, or tending bar, then you already know that the key to making money is in the extra stuff you do to stimulate all who cross your path and pull out their wallets to pay the check. Therefore, it becomes a must that you start to understand human psychology right away for not only your own benefit, but for the enjoyment of the guest as well.

There’s Nothing Selfish About Making More Tips

First, let’s get the idea that money is bad out of our heads. In these days and times of crony capitalism and rabid politicians talking out of both sides of their mouth about social programs, while selling out to big corporations to stay in office, the concept of having more as being a positive thing gets drowned out by all the social justice static.

You don’t think that’s by coincidence, do you? After all, what if most people bucked the elites attempting to program us all to accept less in life?

While the answer to that question is beyond the scope of this article, it’s important to accept that money is a means of exchange, and when people spend more, and tip more, they are merely exchanging value for value.

You provide value to a guest when you make their coffee taste great, bring that sizzling steak cooked to perfection on time to the table, and when you make that specialty cocktail that makes them do a backflip and believe that good times are here again.

When you “go the extra mile” (I know, it sounds terribly clichĂ©), what you are doing is adding value to the guest experience, and believe it or not, most of the time humans will reciprocate more value when they perceive they themselves are receiving added value.

Examples of Adding Value to the Guest Experience

There are literally an infinite number of possibilities and ideas that you can come up with on your own to enhance the guest experience and wow them into pouring out their wallet as if they are anointing you as the new emperor of hospitality, but let’s drop a few solid ideas right here and now to get your own creative juices flowing.

1. Artistry is always appreciated.

I was once at a Starbucks in Kaohsiung, Taiwan, the 2nd biggest city on the island, walking across town and having a pretty abysmal day. When I ordered my drink that day, the young ladies working behind the counter were not only super nice and polite, but when I sat down upstairs to sip my beverage I noticed a drawing on the side of the cup.

Not only was it hilarious and heartwarming to me, it really made me appreciate the cultural experience of being a guy with a strangely massive beard in a land of scarce beards having his own self-portrait scribbled with a Sharpie on the side of a plastic cup of tea. Is this how they viewed me? I felt kind of like a zoo animal, but in a good way. The resemblance was uncanny, and I have to admit I will never forget it.

2. What’s in a name?

Finding a way to use a person’s name, whether audibly or by writing it on the guest’s check, is a great way to increase the psychological closeness the guest has with you, while at the same time without being too creepy.

As human beings with feelings, we all want to be validated, even in the smallest ways. For those of us who live in a large metropolis, we may not get the deep emotional connection that people in smaller towns who see each other regularly do.

That’s why when you can call someone by their name in a kind, loving and respectful manner, they will unconsciously feel more connected and special. The hardest part is finding out their name without being too obtrusive, but I knew servers who were good at this when I waited tables. I myself would get their name from their credit card, write their name with a smiley face saying a big “Thank you!”, and then usually try to drop the check and say their name and thank them.

I regularly got 18% – 20% tips just from my style of service, and I am a pretty introverted, procedurally-minded kind of guy at the restaurant.

3. Do you want fries with that?

The practice of fast food workers asking people if they’d like fries or to upsize has no doubt made people fatter, and corporate food chains wealthier, but there’s something we can learn from this.

When you ask a guest if they’d like to add something, often times they will say no, but imagine you work at a nice restaurant and they order a steak, and then you ask if they’d like it “Oscar style” i.e. topped with jumbo lump crab meat. Now you are giving them the opportunity to have more when perhaps they were unaware they could even have a steak topping, or maybe they were unsure and just needed that extra gentle push to overcome their inner objections.

Remember, most of us are creatures of habit, and while we want to try something new and improved, we may require a little encouragement from an outside source.

Be yourself, but if you’re having a bad day, be someone else.

“Be yourself” is fine if you are having a great day, but what about when your day is a disaster and you feel like a cup of warm dishwater?

It’s simple, you “fake it ’til you make it”. Remember, we all have bad days, but just like you don’t want to be the recipient of someone’s emotional venting just because you need to send a package at FedEx, the same goes for the person patronizing your place of work.

What can you do? It’s simple, try to forget you for a while. Stop thinking about your feelings and the problems in your life and focus simply on putting on a smile (even a forced one will eventually relax into a real one), and keep the guest’s experience your top priority.

If you really want to get creative, you can come up with an alter ego like “Sasha Fierce”, the concept BeyoncĂ© uses before she performs at a concert or big show.

The last word on making more money as a bartender, waiter, or barista

It’s easy to assume that the most successful people are extroverts, naturally charismatic, charming, and lucky, and, to a large extent, that’s true.

But even if you are a naturally quiet, shy, introverted person like me, you can still find ways to make your guest feel special and cared for, and this will logically lead to more money for you as you continue to provide the very best service to everyone who walks through your establishment’s doors.

Good luck, and here’s to you making more tips!

Tips In Choosing Math Activities For Kindergarten

Education is an essential foundation needed by kids. With the right education, kids can create a wonderful future for them. In addition, kids can also obtain sufficient knowledge and skills to deal with numerous issues they may face. However, there are some kids who are experiencing problems with regard their education most especially math. Because of this, there are instances where kids do not want to go to school. So, it is important for parents to guide and motivate their kids in order to deal with their math dilemmas. And, one of the best ways is to enroll them in math activities for kindergarten.

As of now, there are numerous math activities you can choose from. But, it is important to choose properly and cautiously to ensure that you have chosen the right activity for your growing toddlers. In order to help you find the right activity, listed below are some tips you need to consider.

Know what your kids need

One of the first things parents need to consider when choosing math activities for kindergartens is to know what they need. Math lessons feature numerous formulas and solutions. Therefore, you need to know what you kids need to know before opting for an activity for them. By doing so, you can deal with this issue properly.

Look for interesting math activities

The next thing parents need to consider when finding the right activity for their kids is to look for interesting math activities. Math lessons have been feared by kids since they cannot understand it clearly. So, it is important to look for activities that can attract your kids. Not to mention, you need to make sure that these activities are fun and exciting for your kids.

Evaluate instructors

It is also best for parents to evaluate the instructors who handle these activities. Of course, you do not want to opt for instructors who cannot provide a wonderful activity for your child. In addition, evaluating the instructor can also help you determine if he can handle and teach your kids properly.

Choose the right institution

Finally, you need to find the right institution that can provide wonderful and numerous math activities for your child. Some reputable institutions even offer after class activities to help kids learn more to help them understand math easily and efficiently.

With these simple tips, parents can find the ideal math activity that can help their kids to become better in solving math problems.

Top Four Tips to Succeed in an Online Class

Enrollment in online education is at an all-time high. More students are going back to school to complete their degree or pursue higher education than ever before. Adult learners love online classes due to their convenience, flexibility, and cost savings. One of the main concerns a new student has is if they can handle an accelerated online class along with work and their family obligations. In this article we are going to discuss four tips to help a new online student succeed in a course.

First and foremost, make sure you have enough time set aside per week to complete your assignments. Many students are overwhelmed in their first couple of classes because they are not prepared. Students should ask their advisor how much time an average students spend per week in a class. If you are a new online student you should add 5-10 hours on top of that. Make sure to have a set schedule of when you will be studying and completing your assignments each week.

Second, students should have the support of their family and friends. Things will come up when you will have to ask for some help from loved ones. You may need a babysitter so you can concentrate on a big paper or just a friend to talk to. Make sure your family and friends know about your online classes and will support you throughout the program.

Before classes begin make sure to have all of the reading materials you need for the class. If you need to purchase a book, make sure you have it shipped well before the first day of class. If you need access to online lectures, videos, or articles make sure you know how to access them prior to the first day of class. Also, make sure you have all of the up to date computer software you need to be successful. If you have a MAC make sure the online course is compatible. If you have a PC make sure you have updated windows and Microsoft Office.

Once classes begin you should have easy access to important contact information. You want to be able to call or email your professor, academic advisor, and classmates. You also want the number to the IT helpdesk in case you experience any issues.

As you can see online courses are very popular but can be a very daunting experience if you are not prepared for them. Each class is a little different, but hopefully these tips help you along your journey.