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    The Food Service Professional Guide to Waiter & Waitress Training: How to Develop Your Staff for Maximum Service & Profit
    The Food Service Professional Guide to Waiter & Waitress Training: How to Develop Your Staff for Maximum Service & Profit
    The Food Service Professional Guide to Waiter & Waitress Training: How to Develop Your Staff for Maximum Service & Profit
    Ebook157 pages2 hours

    The Food Service Professional Guide to Waiter & Waitress Training: How to Develop Your Staff for Maximum Service & Profit

    By Lora Arduser

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    About this ebook

    This series of fifteen books - The Food Service Professional Guide TO Series from the editors of the Food Service Professional magazine are the best and most comprehensive books for serious food service operators available today.

    These step-by-step guides on a specific management subject range from finding a great site for your new restaurant to how to train your wait staff and literally everything in between. They are easy and fast-to-read, easy to understand and will take the mystery out of the subject. The information is boiled down to the essence. They are filled to the brim with up to date and pertinent information.

    The books cover all the bases, providing clear explanations and helpful, specific information. All titles in the series include the phone numbers and web sites of all companies discussed. What you will not find are wordy explanations, tales of how someone did it better, or a scholarly lecture on the theory.

    Every paragraph in each of the books are comprehensive, well researched, engrossing, and just plain fun-to-read, yet are packed with interesting ideas. You will be using your highlighter a lot! The best part aside from the content is they are very moderately priced. The whole series may also be purchased the ISBN number for the series is 0910627266. You are bound to get a great new idea to try on every page if not out of every paragraph. Do not be put off by the low price, these books really do deliver the critical information and eye opening ideas you need to succeed without the fluff so commonly found in more expensive books on the subject. Highly recommended!

    Atlantic Publishing is a small, independent publishing company based in Ocala, Florida. Founded over twenty years ago in the company president’s garage, Atlantic Publishing has grown to become a renowned resource for non-fiction books. Today, over 450 titles are in print covering subjects such as small business, healthy living, management, finance, careers, and real estate. Atlantic Publishing prides itself on producing award winning, high-quality manuals that give readers up-to-date, pertinent information, real-world examples, and case studies with expert advice. Every book has resources, contact information, and web sites of the products or companies discussed.

    This Atlantic Publishing eBook was professionally written, edited, fact checked, proofed and designed. The print version of this book is 144 pages and you receive exactly the same content. Over the years our books have won dozens of book awards for content, cover design and interior design including the prestigious Benjamin Franklin award for excellence in publishing. We are proud of the high quality of our books and hope you will enjoy this eBook version.

    LanguageEnglish
    PublisherAtlantic Publishing Group Inc.
    Release dateJan 12, 2003
    ISBN9781601381064
    The Food Service Professional Guide to Waiter & Waitress Training: How to Develop Your Staff for Maximum Service & Profit
    Author

    Lora Arduser

    Atlantic Publishing is a small, independent publishing company based in Ocala, Florida. Founded over twenty years ago in the company president’s garage, Atlantic Publishing has grown to become a renowned resource for non-fiction books. Today, over 450 titles are in print covering subjects such as small business, healthy living, management, finance, careers, and real estate. Atlantic Publishing prides itself on producing award winning, high-quality manuals that give readers up-to-date, pertinent information, real-world examples, and case studies with expert advice. Every book has resources, contact information, and web sites of the products or companies discussed

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      Book preview

      The Food Service Professional Guide to Waiter & Waitress Training - Lora Arduser

      Waiter & Waitress Training

      How to Develop Your Staff For Maximum Service & Profit

      By Lora Arduser

      The Food Service Professional’s Guide To: Waiter & Waitress Training How to Develop Your Staff For Maximum Service & Profit: 365 Secrets Revealed

      Atlantic Publishing Group, Inc. Copyright © 2003

      1405 SW 6th Avenue • Ocala, Florida 34471

      800-814-1132 • 352-622-1875–Fax

      Web: www.atlantic-pub.com • E-mail: [email protected]

      SAN Number: 268-1250 • Member American Library Association

      ISBN 10: 0-910627-20-7

      ISBN 13: 978-0-910627-20-7

      Library of Congress Cataloging-in-Publication Data

      Arduser, Lora.

      Waiter & waitress training : how to develop your staff for maximum service & profit : 365 secrets revealed / by Lora Arduser.

      p. cm. -- (The food service professionals guide to ; 10)

      ISBN 0-910627-20-7

      1. Table service. 2. Waiters. 3. Waitresses. I. Title: Waiter and waitress training. II. Title. III. Series.

      TX925 .A73 2003

      642’.6--dc21

      20020137960

      10 9 8 7 6 5 4 3

      All rights reserved. LIMIT OF LIABILITY/DISCLAIMER OF WARRANTY: The publisher and the author make no representations or warranties with respect to the accuracy or completeness of the contents of this work and specifically disclaim all warranties, including without limitation warranties of fitness for a particular purpose. No warranty may be created or extended by sales or promotional materials. The advice and strategies contained herein may not be suitable for every situation. This work is sold with the understanding that the publisher is not engaged in rendering legal, accounting, or other professional services. If professional assistance is required, the services of a competent professional should be sought. Neither the publisher nor the author shall be liable for damages arising herefrom. The fact that an organization or Web site is referred to in this work as a citation and/or a potential source of further information does not mean that the author or the publisher endorses the information the organization or Web site may provide or recommendations it may make. Further, readers should be aware that Internet Web sites listed in this work may have changed or disappeared between when this work was written and when it is read.

      A few years back we lost our beloved pet dog Bear, who was not only our best and dearest friend but also the Vice President of Sunshine here at Atlantic Publishing. He did not receive a salary but worked tirelessly 24 hours a day to please his parents.

      Bear was a rescue dog who turned around and showered myself, my wife, Sherri, his grandparents Jean, Bob, and Nancy, and every person and animal he met (well, maybe not rabbits) with friendship and love. He made a lot of people smile every day.

      We wanted you to know a portion of the profits of this book will be donated in Bear’s memory to local animal shelters, parks, conservation organizations, and other individuals and nonprofit organizations in need of assistance.

      – Douglas and Sherri Brown

      PS: We have since adopted two more rescue dogs: first Scout, and the following year, Ginger. They were both mixed golden retrievers who needed a home.

      Want to help animals and the world? Here are a dozen easy suggestions you and your family can implement today:

      •  Adopt and rescue a pet from a local shelter.

      •  Support local and no-kill animal shelters.

      •  Plant a tree to honor someone you love.

      •  Be a developer — put up some birdhouses.

      •  Buy live, potted Christmas trees and replant them.

      •  Make sure you spend time with your animals each day.

      •  Save natural resources by recycling and buying recycled products.

      •  Drink tap water, or filter your own water at home.

      •  Whenever possible, limit your use of or do not use pesticides.

      •  If you eat seafood, make sustainable choices.

      •  Support your local farmers market.

      •  Get outside. Visit a park, volunteer, walk your dog, or ride your bike.

      Five years ago, Atlantic Publishing signed the Green Press Initiative. These guidelines promote environmentally friendly practices, such as using recycled stock and vegetable-based inks, avoiding waste, choosing energy-efficient resources, and promoting a no-pulping policy. We now use 100-percent recycled stock on all our books. The results: in one year, switching to post-consumer recycled stock saved 24 mature trees, 5,000 gallons of water, the equivalent of the total energy used for one home in a year, and the equivalent of the greenhouse gases from one car driven for a year.

      CONTENTS

      INTRODUCTION

      Chapter 1:THE RESTAURANT TEAM

      Chapter 2: ELEMENTS OF SERVICE

      Chapter 3: HIRING AND TERMINATING

      Chapter 4: RETAINING YOUR SERVICE STAFF

      Chapter 5: TRAINING YOUR SERVICE STAFF

      Chapter 6: TRAINING TOPICS

      Chapter 7: MOTIVATING

      INTRODUCTION

      Recently, a coworker asked his friend, How was lunch? The person replied, The food was good, but the service was terrible! This short exchange shows how important service is to your guests’ dining experiences. Don’t let someone leave your restaurant saying this!

      Staff is one of your greatest assets as a restaurant owner and/or manager. Your employees have a tremendous influence on how profitable your establishment can be. Of course, how you hire and manage your employees is just as important.

      While all your employees are an important part of the team, servers are particularly important because they are the faces of your restaurant. When customers dine in your establishment, at least 90 percent of their time is spent with their server. How your service caters to your guests is crucial in determining if they will be one-time customers – or repeat business. One-time customers obviously add to the bottom line, but your real profit potential lies in your repeat customers.

      What can you do to make certain your servers are providing the customers with exceptional service? Read on! This book will show you how to hire, train, motivate and retain a great serving staff. As an added bonus, the principles can be applied to your entire staff. So, get reading and learn how to maximize the profits in your restaurant by developing your serving staff!

      Table of Contents

      7

      Chapter 1: THE RESTAURANT TEAM

      Who’s Who? Your Serving Staff and Their Coworkers

      One of your greatest assets, or your worst liabilities, is your restaurant staff. A good staff greatly affects your profit potential and a good staff doesn’t just happen by accident. As a food service manager or owner, you have a tremendous impact on how good or bad your staff is. And, while this book focuses on how to develop your serving staff, a restaurant is a team and your servers can’t do their jobs without the help of their coworkers. While all restaurants are different, most have the need for the same job roles:

      Front-of-the-House

      •  Greeter or host/hostess. This person sets and keeps the tone of the restaurant because he or she is generally the first person the customer encounters. The host/greeter welcomes guests and assigns tables. If the greeter knows a guest’s name, this information should always be relayed to the server. The greeter may also mention specials/options and should always set a pleasant tone for their dining experience. In addition, the host/greeter monitors current conditions for potential bottlenecks or problems and communicates among all team members, warns kitchen of crowd arrivals, alerts the manager to possible problems and performs any helpful chore, such as bussing, while traveling back and forth through the dining room.

      •  Bartender. If the establishment doesn’t have a service bar, the bartender will intermingle with guests. The person can be aided, when busy, by a busser to fetch supplies, including garnishes from the kitchen, and to wash glasses.

      •  Server. The server is the main person that a customer will interact with in your restaurant. The server is responsible for serving guests and helping other servers when a need is noticed. Servers can use a rotating buddy system to provide flawless service to customers. They also may develop codes and signals to indicate when help is needed.

      •  Busser. The busser’s main duty is to set up tables for customers and to clear tables. Set up entails wiping tables, placing silverware and water glasses and replacing candles or other tabletop decorations, as necessary. Bussers are often servers-in-training and they may cross-train at back-bar service. Bussers also often assist the dishwasher and may help the greeter.

      Back-of-the-House

      •  Kitchen staff. Sometimes the chef is considered the most important member of staff in the entire food service business, but it is the smoothly functioning team, as a whole, that makes the dining experience a memorable one, bringing success to the establishment through repeat customers and increasing clientele. The chef’s support crew (prep cook, salad prep, baker, etc.) is part of the chef when more than one person fills that function. The leader of the kitchen team is responsible for waste control, cost control and efficiency, as well as for implementing necessary safety and accident-prevention measures. The kitchen team is essentially an efficient production line.

      •  Dishwasher. The dishwasher’s main duties are to clean dishes and return them to the proper storage areas and to take care of trash. The rest of the staff can support dishwashers by separating silverware and glasses, disposing of broken dishes carefully and by clearing food from plates. Cross-training dishwashers can be useful, in case of the unexpected.

      •  Management and administration. The owner, the manager, or a team of people including cashier, accountant, purchasing clerk, parking valets, coat check person, etc., comprise this category. The manager should be visible and accessible, during busy hours, to both employees and guests and

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