Monday, December 31, 2007

Big Groups, Pt. 1

In lieu of a motto, I present instead an equation you may use as a sort of North Star when tackling whales:

Big Groups = Section Dominance

Generally speaking, a reservation of twenty or more can be a death sentence on a busy day. Hopefully you will have these people in a compartment of the restaurant that is separate or adjacent to the actual arena, in which case you at least have some idea of how many tables you will be stuck with when the rush hits its peak. On frantic nights, I have seen adrenaline-sick GMs start to panic and suddenly delegate incoming customers into whatever’s left of (or nearest to) that party server’s section. Once capacity rears its ugly head, you might find yourself with three deuces more than you expected. It only takes one moment of panic and exasperation to make your own personal strain irrelevant & acceptable to any manager. Scope out which tables are closest to your reservation before hand. It might not be a bad idea to try making sure these tables are sat and spoken for early, before things get crazy and it just makes sense to complicate your life inexorably. Monopolizing them as water/present tables can also solidify your section dominance. Unless, of course, you want the fire, in which case my hat is off.

Have ice water poured and set in glasses for these people ten or fifteen minutes before they are scheduled to arrive, with pitchers to boot. Drinks are difficult enough to coordinate in smaller groups, and when you start multiplying that hassle, even a good server can, unprepared, find his or herself smoked within minutes.

First and foremost: Are the bills separate, or together?

It's a good idea to ask this as soon as they sit down and get the groupings together in your head - when you write down the orders in your notebook, be insistent that you receive orders within those subsections. It’s okay to leave one or two to decide, but make sure you have a clear space marked in your notepad - put a star beside it if you have to. This is crunch time, and while I find myself more willing to fly by the seat of my pants than most, a big group can be an ugly thing if you don't know which direction you're heading. There is literally nothing worse (in the world) than realizing after your large order has gone through your system and back to the kitchen that you made a last minute addendum on the back of a sheet of paper outlining one straggler's order that you were convinced you'd remember. Asking a chef in heated atmosphere to bump this one entree ahead of several others and coordinate it with twenty other dishes already cooking is Herculean at best, and that's even without the desired outcome.

If the bills are separate, you're not looking at a best case scenario, but then, when are you? Chug through the orders and do the best you can. NUMBER YOUR SEATS. Most good restaurants will train you to do this anyway. Pick a table end and number the seatings clockwise from the first customer to your left, from whichever side you’ve decided to stand from. Seat one, seat two, seat three... It is common practice to find a long piece of paper (bill printing paper is ideal) and write these numbers out ahead of time. People who want you to skip their order and give more time are easier to remember after you've made your round, because you will find big white gaps between your seat numbers. Dominate these people immediately, and point out their indecision by calling out the orders back to the table once you’ve reached the end, and point out any vacancies at this point.

Remove the need for cognitive behavior; don't think, and don't put yourself in a position to have to think. Everything should be clear as day, enough so that those helping you run food won't need your assistance in sussing out which order goes where. When they get to the table they're likely to just auction the food, calling out orders and setting them down wherever hands go up, but at least you have your company together enough that screwups aren't likely.

Monday, December 24, 2007

Back To Basics: Who are you serving?

This is something that applies to both your overall philosophy and each individual person. You must identify which beast in particular you are catering to before you can attempt to satisfy them. Some people want to really and truly be 'waited' on, while others don't want a goddamn thing to do with you. If your customer isn't looking at you, or even speaking directly to you (which you absolutely will encounter), you cannot take this as a personal slam. Some people are ignorant, others are easily intimidated, and others still have simply been taught this is the appropriate way to order a meal. It has nothing to do with your moral standards of decency and expectations from the public in general; you are trying to fleece this bastard - it doesn't matter if he wants to hurt your feelings. Get out of that holier-than-thou mindset and focus on the goal. He is telling you point blank exactly what he expects from you. Listen! Don't take it to heart or get upset or whine to your friends in the wait station. Use his language and gestures as ammunition to get what you need out of him. Were he a better person, his kindness and well-to-do attitude would get you about as much as his actual attitude is now, provided the tip doesn't change. You cannot save for a house on eye contact alone.

The overall point here is that it doesn't matter whether they offend your delicate sensibilities. Thick skin and distance is required in these situations. If they are a cruel or malevolent person, don't take offence. There's no cure for it & hating people you don't know for reasons you don't fully understand will never contribute to your CD collection – you’re only punishing yourself, because you know he doesn’t care. You're better off just to accept them for who & what they are. Move forward and Impress. The only direction for servers is forward - anything else can get you killed. Nobody you know can grasp what your day to day life is like. You cannot expect them to. It is detrimental to your health & overall worldview to focus on the shortsightedness of your average Joe. Being a server gives you a potentially depressing insight into the ongoings of the average human being in your area. You cannot focus on what you perceive to be that person's individual shortcomings - instead, liken them to other people you've served. Ask not how gravely this person is upsetting you. Ask instead why, and how (based on previous experience with that sort of person) you can use that information to swindle them into thinking you're their kind of server.

Some people will expect extreme professionalism out of you, and be aghast at anything but. Others still will expect professionalism but secretly hope for a jester in disguise. It is acceptable to allow them to take point on this score. The foundation for making better tips (assuming you are already in the position to accrue said tips) is being able to read your table. A skillful server knows right away what somebody wants from them; their mode of dress, facial expression, the sort of company they’re keeping, etc…

This information is essential to your endeavors and I do not plan on rehashing it much. Learn your lesson today and look to tomorrow for new wisdom. It is on this very auspicious day that I begin my blog, and we might as well do it right. Thank yourself for finding this blog and bookmarking it with haste – there’s much more to come, and all of it is useful and quirky.

Thank you for abiding my introduction.