So, teach me to be a good waitress

How to get a big tip off me…

Smile, if there is a problem, things will be slow, tell me ahead of time.
Please don’t give the impression you would rather not be working as a waitress.
Pre-empt likely requests, it is much nicer to be asked if you would like mustard, sauce, anything else, as a customer than having to catch a waitpersons eye in order to make a request.
Please if things are slow, bring more bread if the bread basket is empty.
Look at the mug, plate, fork, knife befor you give it to a customer. I don’t mind if you miss a little dirt and I have to ask for a changed item, but if the cup is brown inside please don’t hand it to me without looking.
If serving tea coffee the patron probably will want something to stir it with as well.
If you remember me from last time, or as a regular, I’ll fall platonically in love with you, and never give you a hard time or low tip.

I eat out practically every day of the month. I can cook but generally don’t. My biggest pet peeve is that if I order an appetizer, it better come out before my meal. I am usually pretty nice about ensuring that it does by not ordering until after the appetizer has been put in. If I do order the meal simultaneously, I make sure to say that the appetizer is to start with. If they all come out at the same time (they do with crappy waitstaff) then the poor waitstaff person will get tipped 15% rather than my usual 20-25%. If the wait person is openly hostile (it’s happened) then the tip is usually close to a dime, a note saying to get a better job, and a talk to the manager on duty. Luckily this only happens about 2 or 3 times a year because I really loathe having to do that.

Other than that, keep the drinks filled. Come back a few minutes to make sure everything is ok. Don’t make me wait around for another 30 minutes after the plates have been cleared to pay the bill. I also take things into consideration when tipping (like the restaurant is packed and understaffed or the wait person dropped dropped the tray coming out the kitchen door which has happened a few times when the wait person’s tray hit the door or ran into another person) and don’t hold that against the person when tipping. Accidents are natural, a nasty attitude is not.

Refills, refills, and more refills!

If your restaurant serves bread or another appetizer before the meal, keep it coming unless they’re not eating it at all. If they have, say, one roll left, bring 'em more anyway. And don’t forget plates. I can’t count how many times I’ve been given a basket of rolls and butter at Logan’s and NO plates.

Trick to get ice into the glass (if serving water from one of those standard plastic pitchers): DON’T use the spout! Pour the water and ice out from the SIDE of the pitcher, until you have enough ice in the glass. Then to refill, pour from the spout for just water. Frankly, though, I don’t even use the spout for that - I can get water out and leave the ice behind even when pouring from the side.

Learn a good shorthand. Either the kitchen will have one, and you just have to memorise it, or for your own notepad before transfering to a computerised system, create your own. Some are obvious (R, MR, M, MW, W for steaks) but being able to know that your note of Vy is for Vichysoisse and Vg is vegetables, or whatever else might be on the menu is a good thing. It saves a lot of time when you’re taking orders!

You will possibly be told to take orders from/serve the women first, and to generally start wil the oldest (apparent) woman. It’s somewhat old fashioned, but I would recommend doing this. Alternatively, start at one person, and simply go around clockwise or counterclockwise. There’s nothing wrong with taking a personal note of “blue shirt ordered this” and “glasses” ordered something else.

Learn to carry a tray properly - in one hand. Don’t carry them out in front of you with both hands, as your elbows tend to lock up if the tray is heavy, and you just look silly anyways! Learn to open doors with your foot or hips!

Be nice to the cooks, but also to the dishwashers! They can come in handy! Learn where the lemon wedges are, or the pickles, or all those extra things that you might have to take out and serve yourself on busy evenings. Don’t cut behind the cooks to do something, but volunteer to handle certain things, if they are within your reach and not in their space.

Also, the customer always comes first! I don’t care how badly the chef wants to go home at the end of the night - if a table is taking their time, then LET THEM. You are there to serve your clients, not the other way around!

On a related note, always say “Behind you” when walking behind someone. Everyone’s trying to move as fast as possible in a tight space, so you want to know where people are at all times. In some of the busier places I worked, you’d also put your hand on the other person’s back, if you were going to be moving around behind them for any length of time (ie. coming from their left, leaning around them to the right to grab a utensil, moving away again on their left).

The kitchen makes mistakes. There are 47 screaming people here and two waitresses called off. It sounds like someone just broke their ankle in the kitchen.

All of that I am understanding about. I tip 15% for a bad night, and 20-25% if I have drink refills. I drink fast and constantly, and I hate waiting more than about 5 minutes for a refill. (I will wander into the kitchen and refill it myself. And have.)

I still recall with misty eyed fondness the waitress who managed to swap my near empty glass with a full one without me noticing that she had been and gone. It was like magic. I set the glass down, I picked it up to take another sip and it was much heavier. I think we tipped almost 50%.

Good Luck! don’t kill anyone, however provoked!

Just a few tips:

All chefs are insane - in a good way - Chefs are artists - respect the art of cooking. Be nice to the cooks & chef - in fact try to build friendship with the cooks - and respect their skills. Even if a customer says this is the worst food ever and the cook is terrible, don’t insult the cook. Let the cook know that the customer did not like the meal - but leave what the customer said in the front room, and if the cook says the customer is a moron with no taste buds, leave what they say in the back room. Always try to find a resolution to a customer’s problem that doesn’t insult the cook.

For example - if a customer complains that the soup is awful and too saltly - ask the customer if they would like to try another soup (if you have more than one kind of soup) or offer a salad instead. If the customer says no thanks, just strike the soup off the bill.

When you are bringing the soup back to the kitchen, let the cook know the customer found the soup too salty - don’t day “The soup was too salty - and the customer hated it - do we have anything that isn’t too salty?” - say “The lady at table 5 found the soup too salty for her tastes, and she would like ______ instead” - a good cook will then taste the soup to see if it has gotten too strong and a touch salty - and remedy it if necessary. (I’ve actually heard waitresses insult the cook like above)

You are the liaison or diplomat between the Kitchen and the Dining Room. Your job is to make the customer happy, but also you must keep the cooks happy too so that you can keep making the customers happy - because cooks get even. :slight_smile: I’ve seen cooks who will place the disliked waitress’s order last - or forgot to put it out until it is cold so that a waitress always server cold food.

When customers complain - even if it is not your fault - suck it up - apologize and if you don’t have the authority to resolve the problem (refunds, striking orders off bills, etc.), say something like “I’m sorry, I will have to get the manager right away to help you with this”.
Watch the other wait staff too - they can either be friends or your worst enemy. They can steal tips, tables, and get you fired. Never steal a table, ask the other waitresses about each other, and ask them if they mind helping you while you learn, such as if they see your table has an empty water glass or coffee cup, if they are going past with a water jug - if they can help you. And ask them if it is okay of you do the same for them, once you are better. Never take an order for another wait staff - if a table asks you for something - let them know you will relay their order to their server - or if you know a certain co-worker is testy about other people taking tables - apologize, and tell that you’ll bring their server to them right away so they can order.
Smile, smile, smile - even if you drop something - or make a mistake. You can go into the kitchen and vent there - telling cooks about how terrible the customers are - and how rude and cheap they are - is very fun. As is creating derogatory nick names (I remember my old regulars - Pig face the professional liar and his wife - the gravy guzzler). Customers will be rude, and lie, and treat you like a dog - suck it up. Some people have no class. Pig face used to change his mind about what he ordered and flip out when I didn’t bring him what he wished he had ordered. One time another table caught him doing exactly that - and tipped me big because they had heard what he ordered originally and how he blamed me instead of admitting his mind had changed - and they were very vocal about his behavior - vocal enough for pig face to hear what other people thought of him. I smiled, and said nothing.

Carry napkins around with you - there will be times when the dish is so covered with food mess - there is no clean spot to pick it up when you take a plate away (such as the Gravy Guzzler’s plate).

Never push a customer to order faster - or to leave after the dinner is eaten. Watch the tables for subtle cues. Such as how people are sitting, and where the menus and their drinks are sitting on table - and you will learn to show up at the perfect time. When someone orders anything that may require condiments on the side - bring the condiments without them asking. If the dish could have a side such as gravy or dressing - ask when they order.

I worked in hotel waitressing for 10 years - and did both banquet service and dining room service. There is a difference between the service expected at a family restaurant. In an atmosphere like the place you will be working, you don’t need to be overly familiar to the customers and offer your name like a cheap family restaurant chain. People who are going to a place like your work usually fall into categories: regulars, romantic dinner for 2, and special occasions. Those having a dinner for two want to be left alone. The special occasions too - they want to spend time together - not with you. Some of the regulars will try to get to know you, and some of the regulars will expect to be left alone. Let the customer make the first move - they usually ask your name if they want to know it.

Memorize the menu, and try to get less dependent on using a paper and pen for orders - in a fancier place, pen and paper aren’t as acceptable - but while you are learning it may be okay. I was able to keep at least 20 orders (drinks, food, sides, special requests such as no onions in the salad, etc) all in my head at once eventually as well as remembers the specials, what we had run out of, the beers on tap, all the deserts on the tray, and which tables were in my section eventually. When I started I only took on tables order at a time and then brought it back to the kitchen right away because my work place frowned on pen and paper.

Practice carrying a drink tray at home - and practice carrying plates if they carry plates out (banquet service uses a larger tray and a stand so you may not need to practice with plates) - carrying 4 (3 in the right - 1 in the left - only holding bottoms and edges) is a perfect amount - any higher and you are really amazing.

I loved and hated waitressing - great people and good tips made the day worth while but sore feet and total morons were my bane.

How a restraunt with 11 tables gets “insane” I don’t know. At my restraunt we have a concept called “getting in the weeds.” You are in the weeds if you have so many things to do that you don’t know where to start or even how to ask for help. Don’t let that happen to you.

The trick is to keep your priorities in mind all the time and stick to them.

  1. Greet new tables. I don’t keep a table waiting because at my restraunt we have dozens of off the menu items and we are supposed to pitch some of them to the guests. Also, people are more receptive to features before they see the menu.

  2. Run credit cards/ make change. As has been mentioned, most people don’t want to sit there at the table when the meal is over.
    Consolidate. As someone pointed out, look at your section as a big table. Do all that you can in one trip. It saves time and feet. Until you get used to checking every table before leaving your section physically touch every table. Every time. Then you will be at the table and you can make note of what they need.

I have been a trainer at my place for a long time, so if you have any questions or problems, drop me an email. Maybe I can give you a pointer.
Side question: Is there any kind of training at your restraunt, or is it just “you’re hired, get out there!” ?

Eeg I’m so scared! This seems like it’s gonna be one of the hardest things I’ve done. Yesterday I went in for a couple hours to shadow the waitress (only two work at a time, and there is a busser on weekends) and she gave me so much information (like which one of the ten different glasses each drink goes in) that my head was spinning. She pointed out all of the millions of mistakes that could and probably would happen, and which ones were most likely to get you fired (most of them).

There is only one chef, a prep cook, a dishwasher, two waitresses and a busser on weekeneds. The chef is a bit of a local celeberty (he also owns the place), and cooks in an open kitchen, cussing loudly to the rap music, throwing strange wigs at his customers, yelling in Italian, switching on fog machines and lasers and generally making the whole place seem like a party. Many of the customers are regulars or good friends of the chef. He talks with people the whole night. He is insane in a somewhat bad way. Apparently he’s well known for reducing his waitresses to tears for pronoucing something wrong. He likes to fire people. Apparently he is as demanding and hard to take care of as the customers.

Does anyone have advice on opening wine bottles? We are supposed to open them without letting them touch the table. We are supposed to make greeting customers our top priority- if you see a customer we are supposed to drop whatever we are doing- no matter how important- and get them seated.

Wow, I go back in to start waiting tables on my own on Wednesday. For now, I’ve got a menu to memorize and lots of practicing with plates to do. Let’s hope I don’t get fired!

Eeegads - it does sound scary - doesn’t sound like too nice of a guy if you are already being inundated with threats of what can get you fired. Maybe they are only trying to scare you. :slight_smile:

If luck turns on you go to every hotel in town and see if they are willing to take a new waitress in the banquet room. It is my favorite type of waitressing job, no menus, just proper serving techniques and lots of practice. Hotels often have “service school” as well - so you learn correct methods of service. Hotels often hire inexperienced waitresses as well because they want to teach correct technique, and don’t want people who have learned the “Hi! My name is even sven” method of service".

Now for wine - here is the method I learnt:

Most likely you will be using a bartenders friend style corkscrew.

Present the label to the person who ordered the wine.
Tuck the bottle into your left arm so it sits in your arm like a baby then invert your hand and hold the bottle by the bottom of the neck/top of the body.
Flick open your bartender’s friend and get the little blade out.
Remove cap over the cork (if applicable) with the blade slicing around the top area using your thumb against the blade - and slip the bit of metal or plastic into your apron.
Center corkscrew and wind the corkscrew in - making effort not to go to far or too shallow (try to get exactly to the bottom of the cork without piercing the bottom of it) and then remove cork by pulling up and toward the body. If you are a small girl, and it is hard to pull - pull the bottle between your body and arm and pull towards your sholder.
Present cork at the tip of the dinner knife of person who ordered the wine for the table.
Wipe the lip of the bottle with a clean cloth napkin.
Pour a person who ordered a sip.
If approved pour to other wine drinking guests (label facing the person you are pouring)
Pour to the person who ordered.
Red: Place bottle on table within reach of wine host (label facing host) - with the cloth napkin around the neck.
White: Place the bottle in the ice at a slight slant with the label up and the cloth around the neck.

Whew - haven’t waited tables in 5 years - and I still know this. :slight_smile:

Since the place is higher class - I would also suggest reading up on etiquette to help to be a better server.

Here are a few pages that are not too bad:
http://www.chefalbrich.com/etiquette/

http://www.cuisinenet.com/digest/custom/etiquette/serving.shtml

Serve from the left, pour from the right - :slight_smile:

That restaurant sounds…

I dunno, are you sure there isn’t a place at a friendlier place, like an Appleby’s or a Chili’s? Any of the big chains: On the Border, Cucina Cucina, Macaroni Grill would be easier.

The good thing about the corporate restaurants is that they ahve established training programs, and ehough depth to not throw you to the wolves right away. The disadvantage is that they are corporate to the core, and you will have rules, rules, and more rules to govern you than you know what to do with. They’d like for you to be a robot that could be shipped to any restaurant, where you would function exactly the same.

But they will train you well. In a Manchurian Canidate kind of way.

I was a waitress at a semi-upscale (back then it was a yuppie haven) place during the early 80’s. Even back then I would clear $50-60 for three hours work on a lunch crowd. The following tips are timeless, even though I’m not. I loved waitressing :smiley:

*if the place allows smoking place a clean ashtray or napkin over the dirty one as you’re lifting it from the table, then just return the clean one to the table. This keeps ashes from flying around the table and into your customers food/drinks.

*most smokers prefer that ashtrays be exchanged right after you’ve delivered the food, that way they aren’t distracted by a nasty looking/smelling ashtray while they are enjoying the delicious food you just brought them.

*don’t cry - no matter what the chef/owner says to/about you, don’t cry in front of him or the customers - you’re an easy mark from that point on every time the chef gets a hair up his ass or stubs his toe on the way to work. Calmly acknowledge what he said to you and return to your job of giving each customer the best service they’ve ever experienced.

*if diners refuse dessert, have their check to the table within a couple of minutes max. If they order coffee only, give them the check along with their coffee but remember to check back to see if they want a refill or have changed their minds on dessert. A scrumptious description goes a long way toward adding dessert to a check, ultimately upping your tip from the resulting higher bill.

*take orders and serve food from the eldest lady to the youngest, then eldest man to youngest - unless there is a screaming kid at the table (doesn’t sound like your poe is very kid friendly tho) then serve the kiddo first.

*if they pay the bill with cash, always make sure the change bills are configured to easily give you a 20% tip.

*know your regular customers drink preferences (extra or easy ice, etc) and food preferences. This sounds odd, but if you notice as you pick up a regular customers spent plate that they didn’t eat the little edge of food that “touched” the neighbor food, ask the cook to clearly separate their food on the plate before serving the next time, if at all possible. My BIL tips 25% for this courtesy alone because he doesn’t like his food to touch :rolleyes:

*perhaps it’s a southern thing, but I’ve appreciated it on our travels throughout the country - use the terms “sir and mam” when speaking with your customers. It conveys respect, even if the atmosphere you’re working in isn’t very respectful.

*if the chef allows the staff to taste the different menu items or the daily special - do it so that your recommendations to the customers are authentic.

Good Luck and don’t forget to take notes after each shift of everything new you learned that day. You can study them in your off hours and dazzle both owner and customers with your knowledge - which results in better (higher ticket) hours and a steady, regular customer following that will request you by name when they return.

DEFINITELY!!! I HIGHLY recommend investing in a pair of Dr. Martens. I’m a waitress, and I can walk through a puddle of water on a smooth tile floor without even realizing that it’s there. I learned how great these shoes were when I had to wear a pair of “street shoes” one day b/c I’d forgotten my shoes. I slipped at least 15 times that shift, compared to none with the Docs.

Whew long thread, I didn’t read it all. I’ll ninth the suggestions to keep drinks full.

When you approach the table for the first time, hopefully within two minutes after they sit down, ask them what they want to drink. Bring it out quickly. This will have long term lasting effects on your tip.

If a drink is half empty, ask if they want another one.

With good service, I almost always tip 30% or more. If my drink is empty for more than 3 minutes, or if I have to get up and go to the bar to get one, the tip shrinks exponentially. Especially if you visit the next table twice as often as mine.

Congratulations on the new job, even sven!

From your descriptions, I’m pretty sure that I know which restaurant you’re talking about (although I won’t mention the name to protect your privacy). In fact, I ate there last time I was in Santa Cruz about three weeks ago. If I’m wrong, some of what I’ve written below won’t be relevant.

I would think that it’s one of the more unusual places to start out as a waitress with no experience — talk about your baptism of fire! On the upside, if you can go along with the flow of things you should make great money from tips, as the place is apparently always busy and people enjoy themselves there. There seem to be lots of regulars, which I would think would be an advantage for “the new girl” since they’ll be eager to cut you some slack and won’t need much help with the menu.

I heartily concur with the advice of the previous posters, although some of it won’t apply to this particular restaurant. You won’t need to worry about smokers’ needs, this being California, and you won’t need to worry about credit cards because they don’t take them. You won’t really be the interface between kitchen and dining room because it’s such a small space and the Einstein-meets-Emeril owner-chef seems very aware of what’s going on in his little universe.

I hope your musical tastes are eclectic, since I’ve heard disco and salsa as well as gangsta rap and Beatles on the couple of times that I’ve been there. Very loud – so some of the rules of decorum of a fine dining establishment go out the window and you and the customers may be shouting at each other when he’s got the mood on and the music turned up.

I hope you like garlic! I would imagine that the smell will be in all of your work clothes in no time at all – not that there’s anything wrong with that.

I would imagine that success or failure will hinge on how you get on with the owner/chef. IIRC he’s from Milan, so try to learn “correct” Northern Italian pronunciation for the menu items. He seemed to be the kind of guy who would prefer employees with a bit of spirit rather than a meek shrinking-violet type. You’ll probably be judged more by how you deal with the inevitable screw-ups than by the screw-ups themselves.

Good luck – if nothing else, it’ll be a major change from working in a video store (unless it was the one from High Fidelity ). Plus, you’ll have plenty of material for a future film project!

Don’t insult the owner, and do not taunt happy fun disco ball!

Nothing like the joy of bussing your own tables. Are they small tables, or do you have some eight- or ten-tops scattered around? If you’re bussing a large table, the best thing to do is to put the glassware in the center of the tray, and then stack your plates and bowls off to the sides. It makes catastrophic spills slightly less likely. Make sure you stack properly - large plates on the bottom, then the smaller ones, then large bowls, then small bowls (I know this seems obvious, but I’ve seen many a busser running around with their dinner plates balanced precariously on the soup cups.) Also, if you have those little juice cups that look like they can be stacked inside each other and carried around easily, resist the urge to stack. They do get stuck together, and they can break as the dishwasher is vainly trying to separate them. And it’s been said before, but it bears repeating - don’t scoop ice with the glassware!

Apart from that, I think the tips here should have you pretty well covered. Good luck.

:confused:

I’ve never worked as a waitress, but from hearing the stories of friends who have, I’ve always thought my favorite passage from Ruth Reichl’s *Tender at the Bone * would be an apt description.

Ruth gets a job as a waitress in an upscale restaurant. On her first day of training the head waiter asks,

“Do you know what a restaurant is?”

“A place where people pay to eat?”

“A war zone,” he replied. “Never forget that. They,” he pointed to the kitchen door," are on one side. These people," sweeping the dining room with his arms, “are on the other.” He paused, stared straight at me and said, “Us? We’re nothing but go-betweens. The kitchen never forgets the enemy, but you do your job right and the customer gets out the door without even knowing he’s been at war.”

Best of luck to you. You seem friendly and personable and I bet you’ll be great. :slight_smile: