I remember when I hired a server, bartender or host while running an upscale full-service restaurant in Houston. During the first training session, I would let the new employee know – I am going to teach you how to wait, serve drinks or greet guests the way we do it. The presentation of how you address the guests is up to you. It is important to insert your personality into the greeting, conversation and service steps. Serving is a one on one engagement – You control the dining experience of your guests.
I always concentrated on:
- The word “No” is not part of our vocabulary
- As trite as it sounds -Yes, the customer is always right
- Anticipate your guest’s needs -make educated suggestions and keep the dining table and area around it clean
- Be kind to your fellow Staff members and help when and where you can
- “Please” and “thank you” are still great things to say
The quality of the food is one component of the dining experience – the service provided to the dining experience can be the reason a guest returns or not. In a city where there are so many great choices to dine – Your point of service could be the reason you are successful.
Training the trainers -are they certified – most restaurants identify the “best servers” to assist in training new hires – a good server may not be a good trainer – that is where management comes in – a series of interviews with the potential trainer will determine if the trainer will – teach the basics, display the culture and set the trainee up for success -during the training the manager should brief and debrief both the trainee and the trainer.
Training Follow shift – usually the follow shift is the most important part of the training of a new server, bartender or host. They will “follow” a trained trainer. There is usually a briefing before the follow shift and debriefing after. This is what we are going to concentrate on to day – tell me what you learned today and give me your feedback – Some restaurants test the trainee on what they learned that follow shift. The key is that the trainee knows the product, the service style and the culture.
Training is an on-going Process:
- Mistakes are going to be made – that is why management should brief and debrief after every shift
- I always addressed blatant mistakes right then and there
- I would always include a trainer or all trainers in a part of our weekly manager meetings
- I was always happy when I would see staff members training other staff members -a measure of success
Management may take the server bar and /or host trainers to a competitor for lunch -The one rule is only positive comments can be made – look at the similarities and the differences of your restaurant – what positive service points can you take away – this is a great exercise to compare your restaurant to a nearby competitor
Make sure the new service staff works at least one shift in all departments -a new server, bartender or host should train in their specific position. It is also wise to have the new employee to work a bar shift, hostess shift or server shift -this will give them an understanding of the way the restaurant operates
All new employees should work several expo shift -lunch and dinner. The expediting position is probably the best training position a new employee can work. they get to see the food before it goes to the guest they get to see the sever pick up the food check it and add extra forks/spoons or garnishes before they walk out to the dining room to deliver the food – The expo position is the best place to learn so much about the restaurant and the flow of food and service. Expo training should be at least 3 to 5 shifts -split between lunch and dinner –
Menu & beverage knowledge -Part of the training tests should be focused on the menu and beverage items – the sever needs to know how to explain menu and beverage items to the guest – the expo shift will help the sever recognize and identify the items -testing will ensure that the trainee knows the details of each item. Testing of food & beverage, steps of service and engaging at the table is key to a successful dining experience for your guests.
Wine training is very important for full service upscale or fine dining restaurants that have an extensive wine program – Usually the manager will bring in an account executive of the wine company that has the bulk of the restaurant’s wine inventory -he will conduct wine tastings and go through the wine list with the new employee -this will help the trainee be more comfortable at the table. -making suggestions and describing the wines -another opportunity to upsell.
If you have a wine program each wine server should know:
- How to properly open the wine at the table
- Knowing one thing to say about each wine
- How to offer wine parings with entrees
- When to top off a wine glass
Mystery shop new service staff one week out of training -A lot of restaurant companies will bring in a mystery shopper company. They will shop the trained server bartender and host entering the restaurant, (host) sitting at the bar and then a table – the manager will let the shopper know which employer to shop – a lot of shopper companies use video to capture the experience -they then share it with the manager and the manager can continue training where needed.
Proper and detailed training is very important – The manager should follow each and every trainee through the process. He should also wrap up training with testing and lively conversation. The better a new front of the house employee is trained will ensure that they will stay with you long term and contribute to the success of the restaurant. They will also realize a financial windfall with great tips. Successful training effects the entire restaurants operation – from knowledge of the product to ensuring the excellent customer service and repeat business.