Food For Thought
By Dylan, Director of Food & Beverage – Hua Hin Marriott Resort & Spa
What’s Hot and What’s Not – when being served
However, I am convinced that the one important factor that will either urge you to spread positive or negative word of mouth about your experience is waiter service, service, service!!! This week’s edition of “Food for Thought” is dedicated to the many waiters and waitresses who have provided us with some of the most memorable dining experiences for both good and bad reasons.
The thing about service is that every customer is different. Some like to be left alone, some like to talk, some like to order from the menu, some like to take the waiter’s recommendation. Some customers are impatient; some customers have all the time in the world. Some like to tip, some don’t, some are willing to try new foods, some like comfort foods. The point is that all customers are different and need to be treated differently. To ensure guest satisfaction, a modern day waiter needs a diverse range of skills over and above taking an order and serving food. A modern day waiter if doing their job properly, needs to be a diplomat, an entertainer, a sales person, a psychologist, an artist, a food and wine guru, a comedian and an expert on current news.
What separates good waiters from great waiters? Some waiters may say the good to great difference is measured by tips. Some waiters may say punishing customers who don’t speak their language is important, other waiters may say proving they know more than the customer about food and wine is important. Others may say rushing the customer through a three-course meal in less than 30 minutes so they can go and have a cigarette is a measure of success. I believe the real measure of good to great for a waiter is far more personal and is closely related to primary motivation and passion.
Having been a waiter for many years myself and having worked with many outstanding waiters, some common characteristics of truly professional waiters are as follows:
* A great waiter works with passion for service, food and wine.
* A great waiter understands the value of putting a smile on the customer’s face.
* A great waiter spends the first 15 - 30 minutes of their day reading the paper and getting up to date on current issues, news and politics. You never know what the customer will want to talk about.
* A great waiter knows when to shut up and leave the customer alone.
* A great waiter never lets the chef say ‘No’. ‘If a customer wants it we can do it’.
* A great waiter feels as if they are the owner of the restaurant.
* A great waiter understands that service of food and wine is a performance not a delivery.
* Great waiting is a profession and art form, not a means until the end of the month.
* A waiter knows the story behind every ingredient backwards. What sea was the sea bass caught in, what are the origins of the olives in the olive oil, what part of the world are the grapes grown for the wine, what kind of soil are the grapes grown in and how old are the vines.
* Great waiters can tell a story behind each dish on the menu.
* A great waiter uses and remembers the customer’s name and what they ate previously.
* A great waiter often eats in other restaurants, for ideas and to keep up to date with the competition.
* A great waiter never makes the customer look foolish. If the customer is 100% sure and doesn’t want to be proved wrong that their dish is chicken, when it is really sea bass - then the dish is chicken.
* A great waiter sells many coffees. Customers stay for coffee if they have had an enjoyable dining experience.
* A great waiter understands the importance of a fond farewell at the end of the customer’s breakfast, lunch and dinner.
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