How to Improve Server Training

While trying to get Mise en Place Solutions off the ground and running, I have started a new job as a server.  I won't name the restaurant, but it is a higher end chain Italian restaurant.  Being a server, right now, works well for me and my family.  It affords me the opportunity to work part-time so I am able to do things like take my daughter to swimming lessons, take my nephew to soccer practice and take my niece to gymnastics.  Plus, because shifts run from 10:45am until about 2:00pm, I can take the extra time to work on starting my business (business plan, competitive analysis, website, etc.).

Anyway, the restaurant is corporate, with about 60 or so restaurants around the nation.  Because it is "corporate," the training is very corporate.  There are certain things that need to be covered at each training shift and certain things that need to be covered at each server follow shift.  There are quizzes each day and there is a final at the end of training.  A server needs to pass the final in order to work shifts alone.  Don't pass the final and you have to take it again until you do pass.

Overall, the training at this restaurant is good.  They understand that the menu is large, difficult to understand and hard to grasp.  There are many different items that go into each dish and there are many dishes on the menu, plus the menu changes dramatically from lunch to dinner.  Another difficult aspect is that there are a lot of items that can cause allergic reactions and servers need to know each and every one of them.  I liken trying to understand and retain all of this information to having a Dixie cup's worth of retention and a waterfall's full of information.

That said, here are some general ideas as to how restaurants can improve their corporate training:

• Understand there is a lot of information to retain so do not expect a new server to know everything. Focus on what is important.
Menus have expanded and there a re a lot of ingredients that go into each dish.  Do not expect each new server to know each and every ingredient in each and every dish.  Rather, expect that servers know what goes into the dishes you sell the most.  Do you serve a ton of BBQ chicken pizzas?  If so, make sure the servers know everything about it.  Is the foie gras served only once or twice a week?  This is an item that can be discusses at training, but not imperative that new servers know everything about it.

• Let new employees try the food.  For that matter, let everyone try the food.
New servers, make that all servers, need to know what the food tastes like so they can recommend specific items to each guest.  Most times during training, a new server is offered tastes of popular menu items.  This is good because it gets them familiar with what is on the menu.  However, once training is over, these servers may never get a chance to try the food again.  There are many reasons for this, but the two that stand out are that they are too expensive for the server to order (the item is not discounted enough to encourage them to order it) or the item is not allowed to be ordered by a server (i.e. servers can't order steaks).  Thus, a server has to draw from distant memory how a menu items tastes.  My advice is for restaurants to have a discount policy that encourages employees to try all of the menu items, not just ones they can afford.  Also, do periodic re-tasting for employees.  Ensure that everyone, not just the new servers, know what all of the dishes taste like.

• Make sure servers get plenty of practice time on the POS system.
It does not matter what system you use, make sure that the servers get plenty of practice time ringing in food and drink on the POS terminal.  Make your training "real world."  If many guests like to have the salad dressing on the side, make sure new servers know how to ring it in properly.  Make them spend good quality time in training using the POS system so they do not have to spend good quality time becoming familiar with the system on a Friday night.  The sooner they are comfortable using the POS the faster they will be on the floor.

• Make training constant.
Even though they have worked in your restaurant for a while, do your servers really know what goes into each dish?  Make it a regular practice to go over your menu with your staff.  They may not have seen or sold a certain menu item in a while and may not remember what sauce goes on it or what veggies accompany it.  Show them the food and let them taste it.  Not only will they be happy that they got to eat, but you have reinforced their food knowledge.

13 Things Your Bartender Won't Tell You- My Thoughts

I saw this article from Reader's Digest.  Having worked in bars and restaurants for over 20 years, I thought I would give my $.02 on "The Secrets of the Bartender..." 

1. Yell, whistle, or wave money and I'm going to make you wait. Make eye contact and smile, and I'll come over as soon as I can. Know what you want and have your money ready. Don't create a traffic jam.  

I don't come into any place of business and snap my fingers, wave my arms or yell for someone to acknowledge me.  I wait patiently to be recognized and complete my business transaction once I am.  You, as a patron of a bar, should do the same.  The bartender will get to you when he/she gets to you.  I also agree that you need to be ready to order- especially when the bar is busy.  Do not get the bartender's attention and then decide to talk to your friends about what drinks you want.  Decide, wait, get served, pay, tip, and drink.  In that order.

2. Start a tab. If I swipe your card five times this evening, that’s five times as much paperwork I have to do at 4 a.m. 

For me, I do not care.  If you want to start a tab, go ahead.  If you want to pay by the drink, go ahead. Whatever is going to be best for the guest is best for me.  It is all about customer service and taking the needs/wants of the guest in mind.

3. You want a drink made "strong?" Then order a double—for double the price. 

I might hook-up a regular guest with a little extra booze now and then, but if it is the first time I have ever seen you, I am pouring to recipe.  If you like more booze, then you need to pay for it.

4. Liquor sales in bars and restaurants were down 2.2 percent last year. Even beer sales are slow. But people scrimp on food first, drinks second. 

People do scrimp on booze too.  Instead of a Tanqueray and Tonic they will order a well gin and tonic.  Instead of a pricey microbrew, they will order a macrobrew.  They will still drink, just not drink the same thing. 

5. A lot of bars have comp tabs, which allows me to give away drinks. It's smart business and helps build a base of regulars.

Come in regularly, order a lot of food and drink, tip well and you will get a couple of comp drinks.  If this is the first time you have ordered from me, I am not going to give you a free one.  You need to earn free drinks. 

6. Bars that don't have regulars (in hotels, airports) have started using wireless gadgets that measure how much is poured and automatically ring up each shot. They're meant to prevent overpouring and to cut losses, but I don't like them—neither do customers. 

Not just bars that don't have regulars but many establishments have started to closely monitor the pouring of drinks.  Times are tough and businesses need to watch costs closely.  Overpouring a drink is throwing money into a glass.  Smart businesses will watch what bartenders pour.

7. If your tipping guideline is still "a buck a drink," listen closely: That doesn't fly if you order a $12 cocktail. Tip at least 15 percent. 

Better yet, tip 20%.  $12 drink?  Tip $2.

8. At some bars, the sliced fruit garnishes sit out until they’re gone, sometimes for days. Munch accordingly.

Oh yeah, never eat the fruit.  It has been handled by god-knows how many hands and has been sitting out all day.  Bar fruit is gross.  Plus, who knows when it was cut.  It might have been cut three days ago and has been sitting out during the day and then put back into the cooler at night.  Gross.

9. The smoothest guys compliment a woman, then walk away—it's very nonthreatening.

Agreed.  Compliment and move on.  If she is interested, she will come see you. 

10. I have the police on speed dial, and I never hesitate to call.

It is better to be safe than sorry.  When the police show up, everything gets taken care of.  People suddenly settle down and there are no more problems.  I let them do their jobs and diffuse the situation. 

11. Don't order a round of drinks after last call. Last call applies to everyone—even you. 

If you order a round of drinks after last call, I will simply tell you, "I called 'Last Call' fifteen minutes ago and that was your chance to order.  We have stopped alcohol service."  What I want to tell you is "You are not so special that you get another round when no one else does.  Pay your tab, go home so I can too."

12. Some of us get a cut from the cab company when we call a taxi for a tipsy patron. Not that I've ever done that, of course.

Never gotten a cut from the cab company.  I call the cabs that will get there the soonest.  I want your drunk-ass out of my restaurant.

13. Last week, a couple had a little too much and got into a dumb argument, then asked me to choose the "winner" of the fight. There isn't a tip big enough to get me involved in that situation! 

Just walk away from any and all arguments.  There is no way to help the situation and your tip will most likely suffer.