Keep your nails clean and tidily cut. Wear nice looking shoes, not tennis shoes, and keep them tightly tied. Never wear sandals. Refrain from wearing perfume or cologne as some guests may have allergies to these scents. Similarly, try not to smoke before work or during your break, as it can leave an obnoxious smell. Keep jewelry and makeup subtle and unobtrusive.
Become familiar with every option for every order. If a customer orders a sandwich, you should know which breads are available, which sides come with the sandwich, and how to phrase these questions clearly. Know which dishes contain meat, dairy, and common allergens, such as peanuts. Be ready to suggest similar alternatives for customers who cannot eat those ingredients. Familiarize yourself with the daily specials before each work shift.
Know which liquors are expensive and high quality. Suggest their use when a customer requests a mixed drink. Always ask if the table would like an appetizer. Never be pushy or deceptive. Present the option to the customer politely, and don’t try to pass off an upgrade as though it were free.
Unless you are an experienced waitress who can confidently remember every task, write your orders down immediately and make additional notes if you need to remember to do something in five or ten minutes.
Pass on your knowledge of waiting times to the customer. If someone orders a well done steak, let them know it will take longer. If a soup just ran out and the cook needs to make a new one, let the customer know how long that will take and suggest an alternative.
If an order has been messed up, let the kitchen and the customers know. Apologize for the additional delay and, if allowed in your restaurant, try to give them a discounted meal or something extra to make up for it.
Extra silverware, condiment packets, and napkins can be kept in your apron pocket if you have one.
Some people never tip appropriately regardless of service. Others may not be able to afford the tip, or may be visiting from a country where tipping is not common practice.
If your current tables do not require attention, look at the other customers as well. Some of them may be trying to flag down a waitress for a small request that you can fill without stepping on the toes of their waitstaff.
If the parents aren’t paying attention, repeat the order back loudly and clearly, addressing the whole table. This gives them another chance to notice. In front of young kids, after a parent has objected, you may be able to smooth the argument away by saying “Sorry, we’re all out of soda, can I get you something else?” If you personally disapprove of someone’s choice, don’t say anything. This is up for the parents to decide, unless the order clearly violates the law, such as serving a child alcohol.
Ask if you can take the drink and meal orders together instead of in two visits. Suggest a more quickly prepared alternative if one of the customers orders a dish that will take extra long. This is the rare situation in which you should bring the check when you approach to clear the final dishes. You should still ask if the customers are finished first. Do not make the customers feel like you’re trying to throw them out. Many tired and busy parents will appreciate your prompt service, but if they are getting annoyed, back off and let them continue the meal at their own pace.
Tea drinkers are often finicky about preparation. Always be sure you know which variety of tea they ordered, and provide plenty of milk, lemon wedges, and sugar on the side so they can customize their drink. Do not refill tea or coffee without asking the customer. You may be changing their carefully prepared beverage. Don’t place the spoon in the tea or coffee before taking it to the customer. This lowers the temperature of the drink, which some customers don’t appreciate.
You may not be able to follow this rule in regions outside the United States, where serving water is less common or comes with a price tag.
Most waiters who are supposed to open wine are expected to do so in front of the customers who ordered it. Practice this task to make it seem smooth and natural.
Customers at a cafe, or eating during the morning and early afternoon, usually enjoy calming, unobtrusive music. Classical music is a good choice. Customers eating in the evening may enjoy more energetic music, but this varies greatly depending on the atmosphere of the establishment. Most still want the volume low so they can talk to their friends. In any case, waitstaff rarely make music decisions for the busiest or most formal times of day.
Multitask by introducing yourself as you pass out the menus and check that every customer has enough silverware and napkins.
Ask the customer whether they have dined at your restaurant before – that way if they are new, first-time customers you can welcome them and offer your help with the menu. Appear friendly, but do not get involved in the customer’s conversation unless asked. Do your job, then leave the customer to eat or talk in relative privacy. Always remember to smile. No matter how irritating customers or co-workers can be, just put on a pleasant face and suck it up – this will save you a lot of drama! Don’t talk or gossip about customers even when you think they can’t hear you. Remain polite and respectful when discussing them in case they are in earshot.
Studies of U. S. restaurants show that women who touch a customer lightly on the shoulder, hand, or arm receive better tips from that customer on average. [2] X Research source This should only be done when the customer appears relaxed and comfortable, and never if the customer is on a date with a woman. Be friendly rather than flirtatious.
Customers like it when you give them the “inside scoop”, but you shouldn’t go so far as to insult a dish unless you work in an unusually relaxed environment. Instead, steer them away from a bad dish by recommending a similar, better option as “the chef’s specialty” or “my personal favorite”.
Never lie to a customer and give them an ingredient they requested to have removed. If you can’t accommodate the request, simply say so and suggest a similar alternative that the customer can eat. Don’t question your customers. Keep in mind there are many reasons for menu change requests, such as religious, vegetarian/vegan and cultural dietary restrictions. If the request can be accommodated, don’t ask why they made it!
Give them a specific time estimate if they ask how long the food will take, whenever possible. Stop by to refill your customers’ glass whenever it gets low, or to ask if they’d like to purchase another for non-refillable drinks.
Many restaurants allow their waitstaff to give unsatisfied customers something extra to make up for bad experiences. This could save your tip.
Remember their names and favorite drinks, where they work etc. Make them feel like they are going to a restaurant to visit a friend: you! Try to write down the appearance and preferences of anyone who visits more than once. The customer will be impressed if you know how they like their steak on the third visit.
If they state they need nothing else, then ask if they are ready for the check. If they have to ask you, it generally means they are in a hurry, or you have waited an excessive amount of time since you last checked on the table. Never ask the customer if they need change. Say “I will be right back with your change,” then come back and leave the full amount on the table.
This is definitely not true of every restaurant. Don’t be scared off from applying to a waiting job before you know the atmosphere of the establishment.
This does not mean you should question your job. “What time do I get off?” or “Do I have to do this?” are common phrases that will irritate your coworkers and employer.
