Your Waiter Tips You Part 2

It's back! I have had more some thoughts since the first instalment and even some requests for my views on certain things. I might even make this a semi-regular feature, if people want it.

I realised, after re-reading the last post, I make it sound like these tips are foolproof. Maybe I was wrong. These tips are my thoughts, things that make me happy or annoyed and my experiences from working for a year in two different stores (of the same chain) and talking to other staff. These tips may not work with everyone, but I can only offer my take on things.

Before we start with the new tips, I'd like to make an addition to #4 on the last post. I was talking about children making a mess and how the worst thing a parent can do is apologise for a mess but leave it. I have found a crime that’s even worse! Yesterday, I walked past a table where the toddler had just dropped a £2 coin-sized piece of pizza into one of the walkways, and the Mum said to the Dad 'Just sweep that bit under the table.' Not only do they know there is a mess, but they actively move the mess, using the same energy that could have picked that up... Grrr...

Anyway here we go: some new tips in a nice systematic order.

#7 Where to sit

This one is a bit more specific to the operating procedures  of the company for which I work, but I would expect similar systems operate elsewhere. When you arrive, the Host will greet you, and show you to a table. They may direct you to a certain table or area, or they may offer you the choice. I'll take these scenarios separately. But first a little background. We divide the restaurant up into different sections, and each Waiter looks after a certain section. This is done for ease; I don't need to keep a track of where the tables I'm looking after are; they are in one place. It is also done so a table should have the same Waiter for the duration of the visit, which helps if there are problems, and also helps build a good relationship.

If you are directed to a certain area, there is probably a good reason why. A good Host will spread tables out among the sections, rather than sitting three in one area in the space of five minutes. This makes the waiter's job easier, and means you should get quicker service. You can ask to move, or sit at a certain table, and we will do our best to accommodate that. But I often advise customers that if they sit there, they may have more of a wait, because the server is quite busy. Then it is their choice.
If you are given the option of where to sit, please think about your server. If there are three tables at one end of the restaurant, and none at the other, where should you sit? I'd prefer if you sat near the others, it means everything is in one place, and can save a lot of walking. Also, if there are two of you, please don't sit on the table of six, unless there is nowhere else. We have very few places where we can seat a table of six, so we might have to turn customers away or make them wait because you are taking up a valuable table.

#8 - Unlimited drinks/food is limited

We sell 'unlimited' drinks, ice cream, and we even give free salad all day. We also offer an unlimited lunch buffet. But unlimited doesn't mean unlimited. It is for one person. If there are two of you, that means buying two drinks, not getting one and sharing it. If you have a small child (officially, if they are 2 or under) then they can share with their parent. But that is it. I had a table of two the other day who ordered two (different) unlimited drinks. After taking the order I did my usual 'If you'd like a free refill, just let me know.' I was a little busy, so one of the other staff took the drinks over, and came back to tell me that they had 'only ordered one drink', and had sent one back. I know that they ordered two, they were different. Then it clicked that they we going to share it, after I had told them it was unlimited. In these cases, it's too much hassle to argue, so we took one drink off the menu.  But it winds me up, especially as they were obviously playing staff off against each other.


#9 Splitting the bill

Spilling the bill is fine, our till even lets us split it equally between everyone or actually break it down so each person pays for what they had. If you can do the maths yourself, sort the money amongst yourselves and pay in one go, then that is great, please do! But the other day we had a table of 14 who each wanted to pay for their bit, and each pay individually on cards or with cash that needed lots of change. This is a nightmare, each card transaction takes around a minute to complete. You can see the problem here. This means my other tables have to wait for service, and other tables can't pay (we only have two card machines, but they don't like both working at the same time). If you are all paying cash, maybe work the money out amongst you so that you can leave whatever change there is as a tip (see below), maybe even use things like Pingit from Barclays, which allows you to transfer money quickly via internet banking.

#10 Tips on Tipping

A few people have asked me what my view is on tipping. This is a tricky one, and this is very much my opinion. I never expect a tip as Customers are paying for food and I get paid (admittedly minimum wage) to give it to them. I find it strange that, in the UK, we tip some people and not others. We don't often tip bartenders, we never tip checkout staff at the supermarket even they are providing you with food you are paying for (I have been a till boy as well). That doesn't mean I don't like getting tips. And since being a waiter, I have become a better tipper myself. My view is 10% as a good mark, but would never tip less than £1. I don't know why, but 78p seems a bit low, even if it was a £7.80 bill. I don't know why. And leaving 2p on the table, well that's just irritating. I think I would rather have nothing that that.

If you are a big table (10+) then I am more likely to expect a tip. Large tables are hard work, especially when I have a few other tables. Getting 10 drinks and running 10 pizzas takes a lot longer than 3 or 4 do (obviously). On the other hand, it may be that I only have your table, in which case you will be my sole tipper.

I won't hold it against you if you don't tip, but I will certainly remember if you tip well.
Also, know what the tip policy is at the restaurant. Some places share the tips equally between all staff, some (like mine) let servers keep 100% of the tips they earn, some more dodgy places take a commission from the tips, or use tips to top up wages so the worker still only gets minimum wage. If in doubt, ask.


So there we go. A few more hints for good service and a happy waiter. Anything else you'd like me to talk about in the next one?

Your Waiter Tips You

So I have written a number of posts about my OPPing, so thought it was about time for one about my other job. I'm a waiter at a well known Pizza restaurant if you didn't already know.

This post was inspired by my shift tonight, which was a game of two halves. For the first two and a half hours of my four hour shift, I had lovely customers. For the second two and a half hours, it wasn't so good. (And if you have noticed the deliberate error there, I ended up working an hour longer than scheduled.) So I thought I would give you some tips on how to keep your waiter happy. Happy waiters usually mean good service; annoyed, stressed, unhappy waiters mean that your service won't be as good. And if there is a problem with your meal, I will do more to help you/get you a discount if you are nice to me. Generally, I will point out how to save money, using my knowledge of the menu and deals. But if you are rude, I am much less likely to share these tips with you.

#1 - Being a waiter doesn't mean I'm not a person.

When I come over to your table and cheerily say 'Hi there, how are you? I'm Matt and I'll be your waiter today' I am actually asking how you are. If you just respond with 'I'll have two Pepsis and a large Margarita' then I will mark you down as rude and/or inconsiderate. I like to actually interact with my customers. Saying hello is expected. Asking me how I am definitely puts you in my good books. Using my name shows that you see me as a person, and believe me, you'll get better service.

#2 - Waiters hate waiting.

Technically, I'm not actually a waiter. My job title is 'Team Member', and the company tends to refer to us as 'Servers' rather than 'Waiters'. And trust me, I hate waiting for customers to order. I don't mean that you have to know before you walk in the door what you want. I am more than happy to go and give you a minute or two longer. What drives me crazy is when I ask if you are ready to order, you say yes and then I am stood like a lemon for five minutes while you and your family discuss what toppings you want. I am happy to answer questions, clarify the (admittedly a tad confusing) menus and offers. But if you say you are ready to order, you better be able to list what you want. Unfortunately, it is very unlikely that you are my only table, I have lots to do. And I'm sure you don't like waiting, so please don't be the reason that someone else has to wait to be served.

#3 - Order together

When it comes to refills, desserts, hot drinks, please order all together. Don't ask for one refill, and when I bring it over ask for another. Then when I bring the second one over, ask for a straw. These seemingly small tasks soon mount up, and when I have six tables on the go, seconds soon mount up. I once had a table that asked for 6 different things, one at a time, back to back. That is an easy way to ensure you will see little of me again. I am much less likely to come and check on you again, in case you do it again. Order in batches. However, saying 'Could you get me X when you have a minute' means I am much more likely to get it sooner rather than later. Like #1, you are seeing me as a person, not your personal dogsbody. This makes me happy, and I'll want to make you happy.

#4 - Children

If you have children with you, please don't let them run around. This is going to end badly, there have been numerous times where I have almost dropped hot food/drinks on a small child who darts into my path. I know 'children will be children', but I would really prefer not to maim one of them (think of the paperwork!). Also, I know children make a mess. If you really want to make my day, clear up after them. I don't expect spotless, but if you know they have thrown food around please at least pick up the worst of it. The very worst thing you can do is apologise for the mess they have made as you leave, leaving the mess there. What this says is 'I know they made a mess, but I'm not bothered. Someone else will deal with it.' Children can really make a shift if they are funny, cute and/or polite, but if they are spoilt, shouting and screaming (I'll allow babies that) and running around, it just stresses me out.

#5 - The Customer isn't always right

The old adage is wrong. The Customer isn't always right. Set meals are set. Not you can't change it. Yes, that starter you want is the same price as the one in the set menu, but you can't have it instead. IT'S A SET MENU. Argue all you like, I'm not going to change it, set means set. And if you ask to see the manager, I will tell them what you are trying to do before they go over, and trust me, 99% of the time they are going to back me up. I'm not trying to be awkward, I am following the rules that get handed to us by Head Office.

(However, if follow the tips, treat me as a human being, and I'm having a good day, I might be able to 'see what I can do' and 'have a word with the kitchen'. But this is rare.)

And throwing a strop won't get you better service. I will do the bare minimum, I don't want to bend over backwards to help someone who is rude, inconsiderate, argumentative. I will be professional, but that is it. I'm going to spend more time looking after the tables who say please and thank you, who smile, who get that I am busy, and they aren't the centre of my world.

#6 - I like compliments

I once got told I was the best server a customer had ever had. You can't believe how happy that made me. We are all too quick to point out things that are wrong, to complain. But are we as quick to point out good things, to tell a manager that you have had a good time? Maybe it is the rarity of these things that make them so special, but boy do they make a difference.

I could go on and on. Maybe I'll do a second part to this one day. But if you take note of these next time you go out, you'll make your waiter's day, and you'll get better service. Try it, let me know how it goes.

I'd like to hear from you - comment on here, on Facebook or on Twitter

What is the best/most memorable service you have had?

Fellow Waiters, what tips would you add?

A Long and Sleepy Day

What a long day! Today was the Societies Fayre a Uni, and as President of Methsoc I had quite a bit to do. Yesterday was spent photocopying, organising, making welsh cakes and some more organising. It was non-stop! (Well, there was an hour or so of Borderlands… but that was nessisary).

But today started early for me, being out of the house by 8.40 to get all the stuff needed up the hill for 9. Then came 15 mins of Mandate Training (learning how to handle money through the Guild) which was soooooooo useful as Methsoc has no money, and never uses the Guild account. But it had to be done. With that out of the way it ws time to get the stall set up, which I delegated most of.

Doors opened just before 10, and then the endless flow of people started. The day consisted of offering cake and leaflets, explaining Methsoc and generally being happy and smiley. Other than about 45 mins to go to a pointless ‘Introduction to Third Year’ Interpol lecture, and 15 mins seeing my Personal Tutor, I was in the Sports Cage until 4.

I got home, watched Spooks and then typed up mailing lists and sent emails. Now I am thinking of wandering to Hollywood Pizza (the fifth best thing about Aber) and just chill.

What did I get out of today? Well, 44 new people on the Methsoc Mailing list is a great start. But also It reminded me how much I actually like talking to people. Whether it is just persuading them to eat cake or having a fairly deep chat about the religious leanings of Methsoc, I just interacting with people. Ok, not a deep post like some others, but I’m too sleepy to be philosophical!