Being a restaurant server was one of the most difficult jobs I’ve ever held because you have to be able to multi-task. With many office jobs you have a certain amount of time to get things done; if you don’t get them done, you have to work overtime. It’s unfortunate, but it happens and you can solve the problem. However, this is not the case for a server. A server has a small window of time to make things right before the customer leaves the restaurant. This can often be difficult because you have to worry about five or six tables at once, which often equals to about twenty people. In other words, you have a span of around 45 minutes to make sure each person hears all the specials, gets the right order, has full drinks, gets the bill, and leaves in a decent amount of time–and this isn’t an easy task.
For this reason, it is extremely important that your restaurant has the proper training in place for all new servers. Many restaurants hand out a book, some let employees try all the food, and some let new servers work up front before going on the “floor,” as they say. However, it takes a combination of all of these different tactics to really create a good server. If you want your customers to have a good experience at your restaurant, start with the people they’ll be speaking with. Below lists five steps to creating a great a new server:
5 Steps to Training a Great New Server
Step #1: Hold an Orientation
Orientation is the time when you explain to the new hire all of the safety rules, the proper greeting when talking with a table, and any history on the restaurant. Orientation should involve a packet with all of the information a new server at your restaurant would need to be successful. This will ensure that your new server is listening to all of your expectations and knows what is expected of them when they come to work each day.
Step #2: Start As a Host
Starting as a host will do several things for your new server. First, they will get a chance to meet the rest of the staff and feel comfortable without being under too much pressure. Second, they will have a chance to learn all of the table numbers and get a feel for the vibe of the restaurant.
Step #3: Free Food and Delivery
Delivering food to the tables will help get the new server up to speed on your menu. They will get a chance to see all the menu items, identify them by name, and even begin interacting with customers. It’s also a good idea to offer the new server to try all of the items on the menu for free. It’s important they have opinions and be able to describe each menu item if a customer has questions.
Step #4: Teach Them the Computer
Learning the computer thoroughly will ensure that they are able to punch in order quickly and correctly. Nothing is worse than when a server is standing at the computer looking for a button when they get a new table. It’s not only frustrating for the customers, but for the new server. Consider having the server work the phones and take to-go orders first.
Step #5: Shadow a Veteran Server
Shadowing a veteran server will help show the new server what to do by example. They will get right into a full night’s work, but they will have help. If they ever forget something or make a mistake, someone will be there to correct them. This is not only a great learning opportunity for the new server (and even the veteran server), but the customers will still get top quality service.
In the end, the server has complete control over whether or not the customer has a good time at your restaurant. Half of going out to eat is the experience, so you need to make sure that your servers are ready for that kind of responsibility. Good training will ensure that you’ve hired the right people, and everything will run smoother–a necessity in any restaurant.
Lana Mohr is a writer and marketer for Calvin Klein Underwear retailer, Chonies. She also writes for various blogs and marketing communities giving startup companies financial advice.
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December 29th, 2011 | 
