By Bruce Buschel
Herewith is a modest list of dos and don’ts for servers at the seafood restaurant I am building. Veteran waiters, moonlighting actresses, libertarians and baristas will no doubt protest some or most of what follows. They will claim it homogenizes them or stifles their true nature. And yet, if 100 different actors play Hamlet, hitting all the same marks, reciting all the same lines, cannot each one bring something unique to that role?
1. Do not let anyone enter the restaurant without a warm greeting.
2. Do not make a singleton feel bad. Do not say, “Are you waiting for someone?” Ask for a reservation. Ask if he or she would like to sit at the bar.
3. Never refuse to seat three guests because a fourth has not yet arrived.
4. If a table is not ready within a reasonable length of time, offer a free drink and/or amuse-bouche. The guests may be tired and hungry and thirsty, and they did everything right.
5. Tables should be level without anyone asking. Fix it before guests are seated.
6. Do not lead the witness with, “Bottled water or just tap?” Both are fine. Remain neutral.
7. Do not announce your name. No jokes, no flirting, no cuteness.
8. Do not interrupt a conversation. For any reason. Especially not to recite specials. Wait for the right moment.
9. Do not recite the specials too fast or robotically or dramatically. It is not a soliloquy. This is not an audition.
10. Do not inject your personal favorites when explaining the specials.
11. Do not hustle the lobsters. That is, do not say, “We only have two lobsters left.” Even if there are only two lobsters left.
12. Do not touch the rim of a water glass. Or any other glass.
13. Handle wine glasses by their stems and silverware by the handles.
14. When you ask, “How’s everything?” or “How was the meal?” listen to the answer and fix whatever is not right.
15. Never say “I don’t know” to any question without following with, “I’ll find out.”
16. If someone requests more sauce or gravy or cheese, bring a side dish of same. No pouring. Let them help themselves.
17. Do not take an empty plate from one guest while others are still eating the same course. Wait, wait, wait.
18. Know before approaching a table who has ordered what. Do not ask, “Who’s having the shrimp?”
19. Offer guests butter and/or olive oil with their bread.
20. Never refuse to substitute one vegetable for another.
21. Never serve anything that looks creepy or runny or wrong.
22. If someone is unsure about a wine choice, help him. That might mean sending someone else to the table or offering a taste or two.
23. If someone likes a wine, steam the label off the bottle and give it to the guest with the bill. It has the year, the vintner, the importer, etc.
24. Never use the same glass for a second drink.
25. Make sure the glasses are clean. Inspect them before placing them on the table.
26. Never assume people want their white wine in an ice bucket. Inquire.
27. For red wine, ask if the guests want to pour their own or prefer the waiter to pour.
28. Do not put your hands all over the spout of a wine bottle while removing the cork.
29. Do not pop a champagne cork. Remove it quietly, gracefully. The less noise the better.
30. Never let the wine bottle touch the glass into which you are pouring. No one wants to drink the dust or dirt from the bottle.
31. Never remove a plate full of food without asking what went wrong. Obviously, something went wrong.
32. Never touch a customer. No excuses. Do not do it. Do not brush them, move them, wipe them or dust them.
33. Do not bang into chairs or tables when passing by.
34. Do not have a personal conversation with another server within earshot of customers.
35. Do not eat or drink in plain view of guests.
36. Never reek from perfume or cigarettes. People want to smell the food and beverage.
37. Do not drink alcohol on the job, even if invited by the guests. “Not when I’m on duty” will suffice.
38.Do not call a guy a “dude.”
39. Do not call a woman “lady.”
40. Never say, “Good choice,” implying that other choices are bad.
41. Saying, “No problem” is a problem. It has a tone of insincerity or sarcasm. “My pleasure” or “You’re welcome” will do.
42. Do not compliment a guest’s attire or hairdo or makeup. You are insulting someone else.
43. Never mention what your favorite dessert is. It’s irrelevant.
44. Do not discuss your own eating habits, be you vegan or lactose intolerant or diabetic.
45. Do not curse, no matter how young or hip the guests.
46. Never acknowledge any one guest over and above any other. All guests are equal.
47. Do not gossip about co-workers or guests within earshot of guests.
48. Do not ask what someone is eating or drinking when they ask for more; remember or consult the order.
49. Never mention the tip, unless asked.
50. Do not turn on the charm when it’s tip time. Be consistent throughout.
Tuesday, November 3, 2009
Thursday, June 25, 2009
a book
My Dear friends,
How are you? I bet you are now coloring your life with big brush (step) and bright paint and I am happy to hear that. Gambate!
Well, as you see, I am going back to this warm island once more. Never knew that I would come back so early, just after I spend 2 weeks in Jakarta, even though 2 weeks is enough to gather the experience (and have fun)in such luxury hotel like Kempinski. The hotel is really a Grand Lady. That what’s they said and I agreed.
My friends, I want to share a book that I read before. The book left me the thought of friendship in a different point of view, since I remembered I have so many experience of friendship before, which is I can’t explain in words what I felt when I find betrayal in it, this book is good to show me how it feels when you have been betrayed of someone that you care for (not in love relationship but in friendship).
I hope, I would not ever be Hassan or most of all I would never be Amir.
If once, I was be Amir, I apologize with all my heart for what I’ve done and will do that Amir did to the son of Hassan.
The book is “THE KITE RUNNER” by Khaled Hosseini. The story was set in Afghanistan before and during the country was taken over by Soviet. It is not politic or war that Mr. Hosseini talking about but the beauty of the land and the feeling when we (a person) going through in a friendship, in good time and bad, and also redemption. Personally, after I read this book, I thank God, because here in Indonesia there is no caste (kasta).
Well then, buy the book you will never regret it or if you don’t have so much time, Google it.
Happy reading!
How are you? I bet you are now coloring your life with big brush (step) and bright paint and I am happy to hear that. Gambate!
Well, as you see, I am going back to this warm island once more. Never knew that I would come back so early, just after I spend 2 weeks in Jakarta, even though 2 weeks is enough to gather the experience (and have fun)in such luxury hotel like Kempinski. The hotel is really a Grand Lady. That what’s they said and I agreed.
My friends, I want to share a book that I read before. The book left me the thought of friendship in a different point of view, since I remembered I have so many experience of friendship before, which is I can’t explain in words what I felt when I find betrayal in it, this book is good to show me how it feels when you have been betrayed of someone that you care for (not in love relationship but in friendship).
I hope, I would not ever be Hassan or most of all I would never be Amir.
If once, I was be Amir, I apologize with all my heart for what I’ve done and will do that Amir did to the son of Hassan.
The book is “THE KITE RUNNER” by Khaled Hosseini. The story was set in Afghanistan before and during the country was taken over by Soviet. It is not politic or war that Mr. Hosseini talking about but the beauty of the land and the feeling when we (a person) going through in a friendship, in good time and bad, and also redemption. Personally, after I read this book, I thank God, because here in Indonesia there is no caste (kasta).
Well then, buy the book you will never regret it or if you don’t have so much time, Google it.
Happy reading!
Friday, February 6, 2009
What a wonderful day
My dear friend,
It was very delighted to hear all the news from all of you. I smiled and imagined every single situation that you all described. Its fun and its sorrow or its full of glow, isn't it a very colourful life that we have? isn't it wonderful?
I knew most of you were busy and in your spare time you were sneaking up to the computer room to write email and surf the net for anything you need.
I knew this time is the unpredictable time ever maybe for the entire human ras in the world. We are going to face global crisis, world global crisis. I don't even could really understand that word.
One of the kindly chef in your hotel, told me, that is not wise to give up any job in this miserable time. Well, he is dammed right. But again who knows whether there is something good or bad if we don't take a look and go outside .. right? only for someone who have brave heart, he said. So, my dear friend, don't give up your job, ok. unless you have gold in your holding arm and clearly vision in your mind and enough money in your pocket and we could join hand to build something new in the neighborhood. That would be a promise.
In Batam, crisis will appear in March, some people said. But here in Novotel it appears where all the new hotels are starting selling their rooms in cheap price with all the facilities are new. Yes, there are new hotel around. I up loaded a picture here in this post ( please take a look our blog ) and give me your opinion, is that really a boat?
Because of that boat, Novotel banqueting and catering died, FB department lost 50% their revenue, high cost in the kitchen department and panic in sales marketing office ... :) .. for sure there is not continuing contract in another 2 years for the GM. The boat is standing tall in front of the hotel.
Now, my friends, who will join me to celebrate the wonderful day?
Let's have fun and play sweet and carefully
It was very delighted to hear all the news from all of you. I smiled and imagined every single situation that you all described. Its fun and its sorrow or its full of glow, isn't it a very colourful life that we have? isn't it wonderful?
I knew most of you were busy and in your spare time you were sneaking up to the computer room to write email and surf the net for anything you need.
I knew this time is the unpredictable time ever maybe for the entire human ras in the world. We are going to face global crisis, world global crisis. I don't even could really understand that word.
One of the kindly chef in your hotel, told me, that is not wise to give up any job in this miserable time. Well, he is dammed right. But again who knows whether there is something good or bad if we don't take a look and go outside .. right? only for someone who have brave heart, he said. So, my dear friend, don't give up your job, ok. unless you have gold in your holding arm and clearly vision in your mind and enough money in your pocket and we could join hand to build something new in the neighborhood. That would be a promise.
In Batam, crisis will appear in March, some people said. But here in Novotel it appears where all the new hotels are starting selling their rooms in cheap price with all the facilities are new. Yes, there are new hotel around. I up loaded a picture here in this post ( please take a look our blog ) and give me your opinion, is that really a boat?
Because of that boat, Novotel banqueting and catering died, FB department lost 50% their revenue, high cost in the kitchen department and panic in sales marketing office ... :) .. for sure there is not continuing contract in another 2 years for the GM. The boat is standing tall in front of the hotel.
Now, my friends, who will join me to celebrate the wonderful day?
Let's have fun and play sweet and carefully
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