Part IV: Table Service Standards

Staff Interactions / Greeting

“A great restaurant is one that just makes you feel like you’re not sure whether you went out...or you came home.”

- Danny Meyer

A restaurant that feels like home and all the warmth and welcome that entails, with none of the food prep and cleanup is what we are after at Taboon. Indeed, in our case our guests are, in a way, dining at home since they are Watermark’s own residents. It’s vital that our service makes members feel like we are truly glad they’re here and it’s our pleasure to serve them.

Greeting & Seating

Greeting

• Warm and friendly greeting

• Smile and always establish good eye contact.

• Always use name if known or “sir” or “ma’am”

• “Good evening Mr. & Mrs. Johnson, how are you this evening?”

• Acknowledge all residents and guests at host stand. if someone is waiting, recognize their arrival and assure. them that you will be right with them: “I will be right with you.”

Seating

• Escorting – always invite the party to follow you to the table: “All set, Johnson party please follow me.”

• Walk at an appropriate pace – escort to the table

• Assist with seating – help with chairs.

• Present menus

• Introduce the server.

• Mention to residents any menu changes.

• Valet assistive devices

Providing Excellent Table Service

• Greet guest with a warm smile and introduce yourself and explain the menu:

“Good evening Mr. & Mrs. Johnson [or ladies/gentleman], my name is _________, I’ll be your Server today/tonight. Let me tell you about our menu this evening and our Executive Chef’s signature dish .”

• Know your guest’s order; never auction food.

• Always use a tray to deliver menu items and tableware.

• Make sure order is complete with condiments.

• Follow the “two-bite rule.”

• Ask: “how is your ______________” and use the 4 A’s – Acknowledge, Apologize, Ask, Act

Pre-bus before the next course

• Ask: “are you still enjoying your salad?” or “may I clear that plate for you?”

• Never ask “are you still working on that fish?”

• Never respond “not a problem” to a request, rather “it is my pleasure!”

• Continue to check throughout service, read the visual clues –residents looking around, glasses half empty.

Clearing & Resetting

Clearing

• Clear within five minutes of departure

• Always use tray to clear soiled dishes and linen and remove from dining room.

• Only handle stem, handle, or base (never put fingers in glasses or plates)

• Soiled linen is loosely folded and placed on top of tray.

• Wash and dry hands before leaving dish room area.

Resetting

• Use reset tray or box for efficiency.

• Only handle stem, handle or base

Departure Etiquette

• Bid farewell to residents and guests, thanking them for dining with us

• Eye contact and a warm smile is just as important at Departure as it is at the Greeting. HAVE FUN AND BE

Teach Your Team to Sell

Your employees are the greatest asset for upselling, and they should be constantly aware of their ability to do that. Almost every interaction they have with a member is an opportunity to influence their purchase. Whether they’re serving guests at a counter or at the table, nothing beats the power of suggestion.

Eleanor Frisch of Foodservice Warehouse says, “Upselling should seem like good service rather than a sales pitch.”

Make sure your servers are enlightening your guests rather than harassing them. Talk to your staff about why upselling is important and coach them on how to do it gracefully. By taking a consultative approach, like, “That particular cut of steak goes really nicely with the blue cheese crumble,” or simply, “Would you like some fresh-cut fries with your sandwich?” your staff is forming a relationship with the member and doing good for the business financially.

Ongoing training, especially when new menu items emerge, is a great way to guarantee your waitstaff is comfortable upselling. Have your kitchen prepare the latest and greatest from your menu for your next pre-shift. Give each employee the chance to try the new item, making sure they’re aware of the ingredients and cooking techniques used to create the dish. Encourage them to pick a favorite item from your menu that they can describe elaborately to your guests, along with sides and drinks that pair nicely with the meal.

Motivate Your Staff to Sell

There are ways to motivate your team to land bigger checks. Run a competition to see who can sell the most Sunday specials, or keep a leaderboard for the server who sells the most add-ons. The rewards you offer in return can vary from a cash bonus to favorite shift preferences

Build Up selling Into Your Tech

Restaurant technology can help you upsell. Your restaurant POS system can complement thorough staff training by reminding employees to ask guests those crucial upselling questions.

When a member orders an entree, your POS system can prompt your employee to ask to follow up questions by suggesting on screen to add drinks or sides. This gives your employees some support, especially when they’re newer to the team.

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