Who is Server or waitstaff by Anonymous Jun 26, 2018

Who is Server or waitstaff

The staffs or the employee who works in the restaurant or hotel assigned to
serve food and beverage to the guests is known as waiter, waitress, waitstaff,
waiting staff, wait staff or server. Besides serving meal some waiters are also
assigned to observe the operational activity of production department to make
the hotel operation smooth.

However, waitstaffs are responsible for performing the following functions:

waiter training guide food beverage serviceWelcome the guest cordially.

Bring a dining familiarity.
Taking orders carefully as requested.
Serve the meal as requested.
Clear the table after having meal.
Setting the table after guest departure for the new guests.
Preparation Before Guest Arrives
Every server is basically assigned with a particular service area or table to per-
form his/her duties. Moreover the waiters have to be well educated about the
duties and responsibilities that are included in side work (do not directly asso-
ciated with guest services) or “mise en place” (put into place). For example
opening (dining room preparation, menu study) and closing duties (hand over
the duty).

Waitsstaffs have to go through some procedures and perform certain respon-

sibilities before guest arrives to ensure smooth guest service, which are as
follows:

Assigning Stations
The assigned areas for servers are called as station which is the section of
hotel dining room. Generally experienced and senior servers are assigned to
sought-after and larger station whereas the new waiters are assigned to smaller
and less popular station. Each station should occupy a seating arrangement
for 12 or more guests at tables, booths, or counters. Though it is very difficult
to manage equal distribution of the dining room for station but it is considered
as the standard procedure in every hotel.

To maintain the efficiency of hotel service, the F & B servers sometimes have to
perform service on a rotational basis. Station assignment is processed accord-
ing to the total number of table in the dining room and number of table which
are assigned to the servers to ensure proper order given to right party.

Table Reservations in Restaurant

table reservation restaurantTable reservation is very important concept in restau-
rants. Guests often come with prior reservation in large restaurants to confirm

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their table. Through the reservation list, the waiters will be able to know the
schedule of their station assignment and possible number of guests on a par-
ticular day. Table reservation (book a table in advance) is generally executed
or handled by one member of the restaurant staff, a receptionist or reservation
agent.

To precede the reservation process, the reservation staff has to record guest’s
name, phone number, or credit card number including any special requests
(for example: server-of-choice, table-of-choice, high chair, birthday cake etc.)
through computerized reservation system.

Before guest arrival, the reservation staff should confirm the reservation over
the telephone prior to the reservation date. The guests with reservation should
be seated instantly after arrival. Even some small and fine-dining restaurants
also require reservation where guests tend to remain for the evening.

Dining Room Preparation

Preparing the Tables
Prepare the dining table, before guest arrival is one of the prime duties of restau-
rants waitstaffs. A well organized and presentable dining table increase the eye
appeal of the restaurants as well as works as a tool to makes the guest as repet-
itive client.

To prepare the dining table or to set the table, a server has to accomplish the
following steps:

First be assure that your station is appropriate and workable to set up for ser-
vice.
Set up a number of tables that are enough to occupy both probable numbers
of guests with and without reservation.
Before setting the table, properly wash the table with a clean cloth or sponge
after soaking it in sanitizing solution.
Clean the chairs and rub the spot or sticky dirt by using a separate clean cloth.
Select the right size of table cloth (if it is used) so that all four corners of the table-
cloth hang equally and the edges touch the seats of the chairs after spreading.
To place the tablecloth more perfectly and quickly, you can position the center
fold just on the center area of the table and then open the cloth to cover the
tabletop. This process is also very effective in replacing soiled table cloths
even in presence of guests.
For better protection and better presentation you should use a silencer (pad or
tablecloth) under the top cloth.
To replace the soiled linen, move the center items like condiments, candles,
and flowers to one half of the tablecloth. To do so safely, fold the soiled cloth
and keep the items on the open half part of the table or silencer. Remove whole
part of the soiled linen after carefully enfolding the crumbs.

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Time to time you will need to replace the cloth which is complete reverse task
to perform.
You should always clean the table if there is no tablecloth. In case of placemats,
properly arrange and set them on the clean table.
After placing the tablecloths or placemats set up the cover (include china, sil-
verware, napkins, and glassware).
Use clean trays to carry service ware like chinaware, glassware, silverware,
and napkins to the table.
Follow the right or standard procedure for handling the serviceware and to set
the cover. For example: chinaware by the edges, glassware by the bases or
stems, and silverware by the handles.
Never place the soiled serviceware in front of guests. Check properly and re-
move damaged or broken glassware or chinaware if there any.
Finally check and adjust (if it is required) the center items and serviceware after
setting the cover.
Present menu by following the hotel policy.
Folding the Napkins
table setting procedureTo make the cover more presentable and to provide
a complete table setting, stylish and attractive napkin folding are essential.
Though a formal napkin fold is highly required in restaurants but napkin also
could be presented in both simple and complex folding. For example: you can
simply make a pocket with the napkin for silverware or you also can create a
flower fold and use it in formal occasion.

It was just an example. There numerous attractive and elegant designs and
uses are available to fold the napkin. Such as:

Large laundered
Starched
Ironed napkins etc.
However it is very important to balance the number of folded napkin in each
station in dining room. Always try to fold extra napkin that it can be used in rush
hour.

Preparing the Sidestand

You may wonder what is sidestand in restaurant. Generally a sidestand is an
essential part of the restaurant, positioned near the service area or dining room
to store service items. Basically it works as a storage and service unit.

A waitstaff always should be capable of instantly providing all necessary service

items that are required by the guests which could be possible by arranging
a well stocked sidestand. Therefore, it is the duty of a server to maintain its
cleanliness, appearance and to ensure proper stock of sidestand.

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Basically sidestand are stored with serviceware, supplies beverages and gar-
nishes. The number and nature of service items that are stored in the sidestand
is usually based on the size and form of the restaurant.

However in most of the restaurants sidestands are stored with the following
items:

Supplies
Clean and folded napkins Tip wallets or trays
Order pads Extra pencils
Sponges Clean placemats
Towels Children’s bibs and favors
Guest checks Pens
ServiceWare
China Silver
Glasses Iced tea spoons
Seafood forks
Beverage
Coffee warmers with fresh coffee Carafes
Lemon squeezers Water pitchers
Jugs Straws
Drink coasters
Condiments
Salt Steak sauce
Mustard Pepper
Ketchup Horseradish in containers
Garnishes
Lemon wedges Tortilla chips
Coffee cream Preserves
Fortune cookies Jelly
Menus

Dinner menus Specialty menus

Children’s menus Dessert and wine menus
Know your Menu
Menu is the printed list of food and beverage that are offered by the restaurants.
There are several types of menus which are as follows:

Static menu
Cycle menu
Market menu
Hybrid menu
Du Jour Menu
À la carte menu
Table d’hote menu
Prix-Fixe menu

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Fixed menu
Different restaurants could have different styles of menu. For example, printed
on the hard paper, printed on the placemat or attested on the wall above the
counter.

Why Studying Menu is Good for a Waiter

As a server you should be well knowledgeable and aware with every details
of menu of your restaurant including menu changes, price changes, special
dishes etc. Good command over menu will help you to qualify your service by
suggesting dishes, suggestive selling or answering question that are derived
from the guests.

Here are few key points that will help you to understand why you should study
the menu in details:

waiter show menu restaurantYou should be updated with the menu due to
changes in prices or dishes according to the increasing ingredient cost or sea-
sonal availability of food items.
Learn about the special dishes that you would be able to fulfill guest’s query
and help them to choose right food. Ask for help from the chef if it is required.
Getting detail idea about menu will help you to provide accurate information of
any meal and to suggest side orders to the guests.
To provide authentic suggestion, know the food by own tasting.
You can also help the guests through having particular information about food
and beverage items of the menu in the followings cases:

Some guests may have prone to allergies to the availability of certain foods
or ingredients in the menu items. Knowing the menu could make you capable
of answering their questions or queries regarding those certain ingredients or
foods.
Vegetarian guests are strictly reluctant to have non vegetarian foods. If you will
be well-informed about the vegetarian items then it will help you to select right
choice for your guest.
Know well about the prices and suggest them according to their budget.
Learn which food are containing low calories or low fats and suits best with the
diabetic person or heart patients.
Children are very sensitive about food selection. Know about the kid’s choice
or items in the menu and suggest them in selecting appropriate food for them.
Preparation After Guest Arrives
greeting seating guest restaurantA server or waistaff has to perform the most
crucial and significant duties when a guest arrives. Ranges of services and
procedures of serving a guest could differ in restaurants. However the typical
preparations and procedures that a waiter has to execute after guest arrival are
given below:

Greeting and Seating the Guest Perfectly

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A guest always comes in the restaurant with an expectation to be cordially wel-

comed by the restaurant staffs. All the hotel or restaurants staffs should be well
trained in welcoming the guests with proper etiquette and manner. In some
properties host or hostess generally welcome the guest, but sometimes the
servers are also responsible to greet the guests. A waiter could precede the
greeting procedures in the following ways:

Welcome your guest with a welcoming phrase.

Make first contact pleasant so that it can contribute in the long term relationship.
Greet the guest according to the time.
Make guest comfortable with the atmosphere.
After welcoming the guests the server should make guest seated. Though some
restaurants do not demand waiters to seat guests, but in most cases especially
in some fine-dining restaurants require the waiters for guest seating. The server
always must take certain actions for seating a guest. For example:

First ask the guest whether he/she has reservation or not.

The guest with prior reservation should be seated immediately.
Ask for the number of guests and organize seat according to the number.
Do not let your guest for a long to get seated even the guest is without reser-
vation.
Always pull the guest’s chair and help guests in keeping their coats or other
objects.
Common visitor or regular guests may have particular choice for seating. Try
to manage their desirable seat.
Arrange kid’s chair, if family come with their children.
If there is lady guest then first pull her chair.
Some restaurants have separate smoking and non-smoking zone. Get seated
your guests according to their preferences.
Take special care to make seated the old and disable guests.
When your guest seat, serve complementary snacks (if it is provided) along with
water.
After proper guest seating, introduce yourself (unless it is prohibited by your
properties) to become familiarize with the guests. For example, say “My name
is X (your name). I will serve you today.” If you are busy with another task then
apologize and ask for some time to become free.

However before approaching and seating guests you must make your stations
free and ready to serve new guests. Center items should be properly placed
and condiments items should not be placed before guest’s order.

Though some small properties often allow the presence of condiments items in
the guest table.

Presenting Menus to Guests

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If guest seating procedures are completed then menus should be provided in-
stantly following the standard method. In some establishments menu is pre-
sented after taking order of pre-meal beverage. Server always may not be
assigned in presenting menu. The manager or host might be responsible for
handing out menus.

The following customary procedures could help a waitstaff to present the menu
in right way:

Hand out the menu at each cover before guest arrives.

Present the menu after the beverage order has been given.
Give the menu at guest’s hand.
Never drop the menu at the table in front of guest.
Present the menu from the left side of the guest.
It is courteous to hand out the menu first to the lady guest.
Explain or describe the food and beverage items in the menu along with prices.
Sometimes the wine list is presented by the waiter or a sommelier.

Taking the Guest Order

how taker order restaurantIt is very much essential for the server to take order
effectively. Proper order taking is the prime task of the waiter as the sole pur-
pose of the guests is to have meal according to their choice. After presenting
the menu or serving the pre-meal beverages, the waitsatffs should have to give
some time that the guests could make selection. Sometimes it may happen
that guests are confused in choosing meal or they may seek for waiter’s sug-
gestion or they find the menu complicated to select any item. A waitstaff should
always be prepared to take care of guests’ needs and help them in making their
selection.

You must take the order carefully, note down every single detail that a guest
dictates during giving order. There some common abbreviations (for food items)
are used in hotel or restaurants, use those abbreviations to save time.

Examples of some common abbreviations are:

Very well done VWD

Chicken fried Ch f
Chicken sautéed Ch saut
Medium rare MR
Rare R
Medium M
After taking guest order properly, repeat the order back to the guests to avoid
any mistake and get back the menu from each guest. While taking order you
must consider certain things. For example:

Always stand left side of the guest.

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You are fully knowledgeable about the menu.

Provide suggestion according to the types of guests and their budget.
Ask the guests whether they have any food restriction or not.
Inform the guest about food preparation time.
Be sure about particular things. Such as choice of salad dressing, side dishes,
coldness of water, doneness of any meat item, when to serve beverage etc.
Note down any special requests.
Ask who will pay check.
A waiter has to take the order in an organized manner that nothing could go
wrong. To take the order effectively some methods are basically followed in
formal establishments. Among them four widely used methods are as follows:

Guest-check order system: this is the most common system in restaurants es-
pecially in the single kitchen section. Guest check order system works best
when the establishments offer numbered meal combinations (breakfasts and
lunches) in the menu. The front side of the guest-check order system is used
for taking meal order and the back side is for bar order (also could be in sep-
arate check). The server will hand over the guest check to the chef which he/
she get back during picking the order. Before giving it to the guest for payment
the waitstaff will add the bar total (if any) to the food total.
Checklist order system: this method is used where limited foods items are of-
fered, such as short-order, fast-food restaurants. Checklist order system is a
very simple as with this system the waitstaffs only have to select the food item
from the menu. According to the size and unit of purchase, server calculate
total price that guest needs to pay.
Hand held computer order system: this is the quickest and advanced method
for taking order. Under this system the order will be taken by writing on the
screen which will automatically sent to the kitchen and bar.
Notepad order system: the establishments providing multiunit kitchen including
separate chefs usually exercise notepad order system. This system is best
when a guest comes to have full course meal and the waitstaffs are assigned
in providing side dishes. With a notepad order system, the server includes the
meal according to the category, for instance appetizer, beverage, main course
etc. by creating a chart on a blank pad of paper. The waiter often makes a
double copy of the food items that are processed into the computer for the
kitchen staff and keeps one copy for giving other appetizer or beverage order.
After finishing meal, the waiter will fill the guest check according to the food and
beverage order and give it to the guest for payment.
Use of Suggestive Selling Techniques
The waitstaffs also have to be skilled in suggestive selling (suggesting food and
beverage items from the menu to guests) to improve their restaurant experience
and to increase the size of the guest check.

They can play role in generating revenue through suggestive selling. Some-
times guest may become confused in choosing food or they may not be aware
of the quality and taste of all the food items in the menu. In such situation

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waiter’s suggestion often work greatly to make the guest satisfied about ser-
vice. The server can also attract the guest to have special dish of any property
through suggestive selling.

Don’t forget these points of information in order to make better suggestive sell-
ing to your guest:

Well mannered behavior is must to influence your guests.

Before suggesting any beverage or appetizer, you must be well informed about
that item and it should go well with the main course.
Suggest pre-meal beverages and appetizers before having main course.
Suggest side dishes with the main course.
Suggest your guest to have appetizer if the order requires time to be made.
After finishing of main dish, suggest the best desserts of your property but of
course according to the budget.
If the guest does not want to have dessert, then suggest fresh fruits.
If your guests are celebrating birthday or any event, then suggest the wine list
or a birthday cake.
But never push selling.
Placing the Order to Kitchen
To effectively place the order in front of guests the waiters should be careful
about certain things as follows:

First give a glass of cold water (ask iced water or normal water). Do not full
water to the rim of the glass (fill two-thirds to three-fourths).
Provide a water jug or carafe. Place the carafe two to three inches away from
the glass rim to avoid any collision.
To carry a tray, use your palm of the hands. The traditional approach to carry
the tray is using of left hand. If tray jack is not attached then use extra tray jack.
Read this tutorial: Learn how a waiter should carry a tray in restaurant.
Placing guest order table restaurantKeep away the hot and cold food items from
each other on the tray. Set the weighty items on the center part of the tray and
lighter items on the outside.
While carrying tray keep your body straight and try not to get touch with the tray.
Careful about the surface and cover your items if it is required.
While carrying chinaware and glassware, keep your fingers off to the rim of the
dish.
Use an underliner to place cold and hot beverage.
Use a double folded serviette or napkin between the thumb and index finger in
case of very hot items and warn your guest from touching it.
During carrying flatware use a plate and fold the flatware with napkin. Hold the
lower part of the flatware with your fingers.
If the order is taken by computerized process then the server don’t have to
worry about the order. But when it is done manually, then servers must place
their orders in the kitchen.

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Some restaurants may have particular staffs for placing the order rather than
waitstaffs. For example, some fine dining restaurants assign a separate checker
to place the order after checking the order in the kitchen or in formal dining es-
tablishments, an expediter may be responsible for placing the order.

The order could be communicated to the kitchen through various methods.

However the methods for placing order could differ according to the size of the
property, type and nature of the kitchen, type of service, availability of a com-
puter system and so on. Basically the following three methods are adopted
worldwide:

Oral method: this is most traditional method of placing order. Under this method
server directly enters the kitchen and clearly describe the order to the respon-
sible kitchen staff.
Written method: this method leads the waiter to write the order on a checklist
or guest check. After taking the order the server then handovers the written
order to the chef to take further actions for placing the order effectively. In
large restaurants the waiters keep a notepad to note down the order and make
double copy of the order (one for the server another for the kitchen) to avoid
any mistakes.
Entered: this method is the fastest method. Under this method an order is
entered into a computer terminal and sent to the chef electronically who will
execute the order.
Picking up Orders from the Kitchen
Here are some commonly used ways to inform the waiter in order to pick the
order from the kitchen:

A lighted number on the wall of the dining room which is only used to let the
waiter know to pick the order.
Through the oral communication between the chef and the server.
A large wall clock which will light up a particular number of a server after the
order is prepared to be picked.
Some establishments provide pagers (electronic devices) for the servers through
which information is communicated to pick the order.
While picking the order you must maintain the following things:

Make sure that right order has been prepared and garnishing is done in an eye
appealing way.
Check the food dish properly if there any food spills or not.
Never serve your order in soiled dish.
Use a clean and double folded serviette or napkin to pick up hot dishes.
Place the order after the table has been cleaned.
Use a tray to carry your order.
Serving the Guests Properly
To make the serving procedure appropriate and to acquire guest satisfaction,
the server must ensure certain things before serving the food and beverage to

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guests. For example: the table has properly set and ready for serving meal, all
mise en place has done, all complementary serviceware are accurately placed
at the server station etc.

serving guest restaurantBasically there are no strict rules for table setting pro-
cedure or to place the foods in the table. Standard table settings procedures
are followed in restaurants or hotels to make it easily handy to the guests which
are as follows:

Place the appetizer in the center of the table just before guests.
Put the soup bowl directly in front of the guest.
Set main course and entrees directly in front of the guests.
Put salads in the left side and breads in the right side of the guest.
Place serving flatware and beverage glassware on the right side of the dish.
Set condiments in the center of the table.
Most of the establishments set some general rules for serving the meal perfectly
that a server has to follow. For instance:

It is customary to serve meal to women and old guests first.

Start serving food with your left hand from the left side your guests (but if you
are standing at right side of the guest then use your right hand).
Serve food according to the standard category (ex-appetizer, main course and
dessert) along with all necessary supplementary serviceware.
Place beverages with the main course but serve when it is ordered by the guest.
Also serve coffee and tea according to the guest’s demand. Use your right hand
and serve from the right side of the guest during serving beverage (do not pick
up the cup or glass from the table to serve).
While serving dessert and beverage refill coffee or tea and other beverage
glasses until the coffee pot or the water carafe or the wine bottle is completely
emptied.
Make sure that all accompaniments and serviware are placed appropriately.
Serving at Booths
Serving at booths is quite different and difficult from serving at table. For exam-
ple:

The waitstaff has to serve guests at the widest end of the table in booths ser-
vice.
The waiter has to use left hand when guest is right side of the server and use
right hand when guest is on the left side of the guest.
The server should instantly clear items and ready for next after serving the
current guest as booths often have less space than tables.
However whatever the approach you will follow always consider the guest’s
ease.

Clearing the Tables After Having Meal

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The waitstaff should go forward for clearing table when guests set their eating
utensils down on the plate or may ask them whether they have finished or not.
To clean the table after serving and finishing meal a server usually performs the
following tasks:

Clear all soiled dishes and serviceware and keep them on a tray from the right
side of your guest with your right hand in a counterclockwise direction.
Do not remove beverage glasses until completely emptied and guest’s exit.
Recommend guests to have after dinner drink.
Clear other miscellaneous items from the table to give some spacious space
on the table.
Crumb (sweeping loose food particles into a plate) the table with the crumbert
to make it ready for dessert or after dinner drink.
Presenting the Check and Saying Goodbye
There are some signals by which you can understand that the guest has fin-
ished his/her meal and waiting for bill such as: reaching for coats, purses, or
packages, or the guest may ask for the bill or the check. For better & clear un-
derstanding on how to handle guest check we would request you to read these
2 tutorials:

How to Settle the Guest Bill in Restaurant

Setting Credit Card Payment by Guest in Restaurant
get tips from guest restaurantAfter paying bill the guest usually leaves a tip (an
incentive for effective service) for the waiter. Providing tips is customary rather
than mandatory for guests. Guest generally provides tips to the server on the
basis of certain factors. For example:

Efficient and well-mannered service.

Quality of the food.
Appearance of the waitstaff.
Effective suggestive selling.
A lower amount of tip also can indicate that the guest is not satisfied with the
service. A waiter always should provide his/her best service to make guest
satisfied and to get a smart tip. It would be a wise idea to bring guest’s change
in some single dollar bills rather than in larger bills.

Guest could provide tips to server either directly or leave it on the table. Even
in some operations, the tips automatically added to the check by the restaurant
which is received by the waiter from the cashier or included in his/her paycheck.

However the server should not expect that the guests will always provide pleas-
ing tips. Some guests may not be aware of the tipping system due to difference
in tipping system in different culture. Such as:

In USA all guests usually provide tips after paying bill.

In Europe tips are included automatically in the check total.

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Sometimes the waiters have to equally share the tips if they are assigned in one
table. Some establishments also set a rule for the waiter to share a percentage
of tips with the bussers, drink runners, expeditors, and other assistants.

You must thank to the guest for coming and providing tips and genially invite
them to return. Say goodbye to the guest with a pleasant smile and give a warm
feeling to the guest to make it long term relationship.

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