Today is “National Food Service Employees Day” and we are excited to look back and reflect on the history of Tip20, and the positive impact that we have had on consumers and helping fellow waiters, waitresses, bartenders and managers all make the service industry a little bit better.

Our article about “Why you should tip” as been viewed thousands of times and has been frequently reposted across the world wide web.

We’ve covered important server topics such as handling campers, How to tip on free and discounted meals, how to handle difficult management situations, your legal server rights, service industry wages and so much more.

We’ve had a lot of fun too! We enjoyed visits from reality show celebrities, interviews from magazines and newspapers and we’ve been talked about on radio stations across the country. We have even been included for reference in a few educational text books! We have developed a great relationship with many other industry bloggers over the years too. It is great to see our industry getting the attention it so deserves and letting the world know that serving is a “real job” for many of us!

Working in the service industry can be very grueling. Typically working the hours when everyone else is playing and playing while everyone else is working. We do long shifts often with no breaks, but it can also be very rewarding and profitable. We’ve had great stories about restaurant guests going way over the top both in good and bad ways. We have also seen how the economy forces restaurants to raise prices and that raised and prices often gets taken out on the servers tips.

When Tip20 was started back in 2002, the mission was to educate consumers on how, why, where, when and who to tip and also to educate servers and bartenders on how to earn their tips and be better at their jobs. We have always felt that tips should be earned and not be just automatically given. Although tips are a critical part of every server’s income and in fact one of the biggest reasons to show up for work, tips in reality are a gift from the consumer who has been satisfied with the services they received from their server or bartender.

Our article on “tipping and taxes” has helped thousands of servers to get a better grip on their taxable income, what needs to be reported and what doesn’t. We have answered hundreds of questions e-mailed to us or post our discussion forum and throughout the blog. We listened to your feedback we try to make changes to Tip20.com to improve the speed and security and informational value and are offerings.

As we approach our 10 year anniversary next year in 2012. We are looking to further growth, development, change and more robust, interactive, useful information for our readers. Over the month of October you can expect to see some changes around Tip20, a little bit of a facelift, some simple overhaul and most importantly more regular content for you to learn from and enjoy.

A as we grow, we would very much like to have your input as to what is important to you. What would you like to see, what are you are not finding other places on the internet and basic overall feedback. Do you have an article to contribute or opinion to share? Send it in! We’ll ensure you get proper credit!

We will be integrating Facebook and Google+ more prominently in our site so it will be easier to share articles and information you like with your friends and coworkers. You will see improved product offerings for things like shoes, insurance options, job searching, etc. So if you haven’t subscribed to our feed you may want to now as we will be offering special offers for our subscribers. Also while your at it, please follow us on Twitter and Like us on Facebook!

So the team here at Tip20! would like to thank you Service Industry for helping us make it to where we are and keep us going long into the future!

Deluxe Waiter Caddy™

There are a few tools that every server should have in their arsenal. A good cork screw, a crumber, a lighter, maybe a penlight and certainly a presentation book style organizer. Up until now all of these items have been old standards – unintuitive and generic. Enter the Waiter Caddy™

Developed by former server Katrina Degel, this innovative little organizer has 7 pockets: two of which can be utilized for concentrated sales improvement and up-selling tools. The unique clear, front pockets of the Waiter Caddy™ are the perfect size for standard POS paper or order pad paper. In each pocket, servers can slide the daily specials, menu notes, cocktail list, wine suggestions/pairings, and whatever else you may need quick access to.

Both available models, Original and Deluxe are sold individually to servers at www.TheWaiterDepot.com, and are also available in bulk to restaurants who want to provide a better sales tool to their servers, not only improving their bottom line, but improving the tips of their servers which is sure to boost morale.

The Waiter Caddy™ is a system, not simply an organizer.  It is very easy to use and is a much needed solution for servers to keep their menu and wine notes front and center. Conveniently, each book comes with a brochure discussing several “Cheat Sheet” ideas, as well as tips on how to make more money and pump up sales.

Katrina Degel, creator and owner of TheWaiterDepot.com and TheWaiterCaddy.com, offers free menu and training consultations for her clients on how to motivate staff and improve product knowledge while minimizing server mistakes. Check out the websites at www.TheWaiterDepot.com to view the product, as well as www.TheWaiterCaddy.com to view the ongoing server Learning Forum, and see the endless ideas that are being discovered for this innovative server book.

So throw away that ratty old American Express/Discover Card/Visa presentation book you have been fumbling around with and get your hands on a Waiter Caddy™!

It is a “no brainer” for Tip20! to endorse this fabulous product and we know much benefit servers and restaurants alike will see from it.

This is a paid endorsement. All opinions are 100% ours.

Found on the web at StarTribune.com

Have you ever been annoyed by a smudged water glass at a restaurant? Fingerprints on your plate? An overly attentive (or inattentive) waiter?

The four-star La Bernardin restaurant in New York City makes sure that does not happen on its premises by giving its employees a set of very specific rules, 129 of them, in fact. They are listed in a chapter of “On the Line,” written by La Bernardin chef Eric Ripert with Christine Muhlke (Artisan, $35). His book is a testament to Ripert’s pursuit of excellence and the restaurant’s 20-plus years of being among the nation’s best.

We’re printing these “sins” here because we think that a lot more restaurants should consider this advice. (The exclamations are on the original list from La Bernardin.)

These missteps from the best are a good reminder that excellence in dining is all in the details.

LEE SVITAK DEAN, TASTE EDITOR

1. Not acknowledging guests with eye contact and a smile within 30 seconds. First impressions count!

2. Not thanking the guests as they leave. Last impression!

3. Not remembering the guests’ likes and dislikes!

4. Not opening the front door for guests.

5. Silverware set askew on the tables.

6. Tabletop that isn’t picture perfect.

7. Forks with bent tines.

8. Unevenly folded napkins.

9. Chipped glassware.

10. Tables not completely set when guests are being seated.

11. Dead or wilted flowers on the tables.

12. Tables that are not leveled.

13. Salt and pepper shakers that are half empty.

14. Salt or sugar crusted inside the shakers.

15. Carelessly placed items on the tables.

16. Table linen with small holes, rips or burns.

17. Clutter or junk. Watch the trays, gueridons [small tables], etc.

18. Pictures on walls not leveled.

19. Tables not properly cleared.

20. Burned-out lightbulbs.

21. Clattering dishes. Be quiet!

22. Dropping china, silverware or glassware.

23. Murky or smelly water in flower vases.

24. Wobbly tables or chairs.

25. Broken chairs.

26. Needing to be center of attention. Give the ego a break!

27. An “I’m doing you a favor” attitude.

28. Socializing with certain guests while ignoring others!!!!!!!!!!!!!!!!!!!!

29. Being too familiar or excessively chatty.

30. Having a visible reaction to the amount of the tip.

31. Ignoring obvious attempts to get attention.

32. Making light of a guest’s complaint.

33. No sense of humor.

34. Orders that arrive incomplete.

35. Not acknowledging guests as soon as they’re seated.

36. Not providing service to tables in order of their arrival.

37. Wrong pacing: meal service too fast or too slow.

38. Not providing a place for meal debris — e.g., shells!

39. Food sitting visible on gueridon [small table].

40. Necessary condiments that don’t arrive with food.

41. Lack of eye contact.

42. Talking to the order pad.

43. Not repeating each item as the guest orders.

44. Not naming each item as you serve.

45. Addressing the woman as “the lady.” (Times are changing!)

46. Thumbs on the plate during service.

47. Stacking or scraping dishes in front of guests.

48. Approaching a table with another table’s dirty dishes.

49. Entering the guests’ conversation without invitation.

50. Interrupting or asking questions while a guest’s mouth is full.

51. Handling silverware by the eating surfaces.

52. Holding glasses by the bowl or rim.

53. Language that is too formal or casual.

54. Asking men for their orders before asking women.

55. Not having total focus when at the table.

56. Giving guests the feeling of being “processed.”

57. Not really listening when spoken to.

58. Being too hurried to be attentive.

59. Not establishing rapport with the guests.

60. Appearing stressed or out of control.

61. Not bringing something the guest requests.

62. Providing inconsistent service. (Dig down, you can do it.)

63. Not bringing a replacement (sugar, butter, etc.) before taking the empty one away.

64. Not removing extra place settings.

65. Inability to answer basic menu questions.

66. Not knowing what brands are carried at the bar.

67. Placing a cocktail napkin askew or upside down.

68. Not warning about hot plates or beverages.

69. Dropping plates instead of presenting them.

70. Not bringing all the serviceware needed for the menu item.

71. Serving with an elbow in the guest’s face.

72. Inconsistent service methods.

73. Not refilling water or coffee.

74. Not moving with the “speed of the room.”

75. Not checking back within a few minutes of serving the course.

76. Not visually checking on each table regularly.

77. Not clearing one course completely before serving the next (e.g., toast, finger bowls).

78. Removing plates before all guests are finished.

79. Clearing plates without permission.

80. Not clearing plates promptly.

81. Vanishing waiters.

82. Not continuing to service the table once you have presented the check.

83. Watching while the guest completes the credit card slip.

84. Dribbling wine on the table while pouring.

85. Resting the wine bottle on the rim of the glass.

86. Spilling food or beverage.

87. Wet, stained, or incorrectly added checks.

88. Poor personal sanitation practices (touching, scratching, etc.).

89. Standing around doing nothing.

90. Using poor grammar when addressing a guest.

91. Pointing in the dining room.

92. Rattling pocket change.

93. Walking past items dropped on the floor!!!!!!!!!!!!!!!

94. Answering a question with a question.

95. Soiled or ill-fitting uniforms.

96. Filthy footwear.

97. Slouching or poor posture.

98. Distracting accessories.

99. Obvious hangovers.

100. Bandages on hand.

101. Smelling like cigarettes.

102. Excuses for anything — anytime.

103. Personal conversations loud enough for guests to hear.

104. Whining or complaining.

105. Arguments or displayed anger.

106. Flirting with guests.

107. Speaking in incomplete sentences.

108. Not serving hot food hot.

109. Cold bread or rolls stale around the edges.

110. Incomplete orders.

111. Improperly chilled wine or beer.

112. Drinks without a stirrer or straw.

113. Improper glassware.

114. Dried-out or slimy fruit garnish.

115. Lukewarm coffee.

116. Overly strong or weak iced tea.

117. No fresh glass with a fresh drink.

118. Water, iced tea or coffee not promptly refilled.

119. Coffee in the saucer!!!!!!!!!!!!!!!!!!!

120. Pouring anything from a stained container.

121. Awkward, improper or inept wine service.

122. Popping a champagne cork.

123. Pouring regular coffee into a cup instead of decaf.

124. Not getting the order right the first time.

125. Serving the wrong drink.

126. Not serving wine promptly.

127. Dirty or spotted flatware.

128. Crumbs on chairs.

129. To be continued …

Excerpted from “On the Line,” Eric Ripert (Artisan Books). Copyright 2008.

Internal Support Staff Tipping

A Tip20! original article by Tom Mason

Internal tips are the tips that waiters, waitresses and some bartenders may have to pay their support staff in bars and restaurants. There are many variations of internal tipping, and many combinations of who gets tipped and how much.

A sommelier helps select the best wine.

Support staff can include positions such as Bartender, Server Assistant, Busser, Bar-back, Food Runners, Expediters, Host, Maitre D, Sommelier, and even management. Tips are given to these positions generally for the same reasons that tips are given by the customer to the server and that is for the help and service provided. Just as there is no law stating that tipping is mandatory there are no laws that internal staff must be tipped as well. But it is done, because like the server waiting on a table hoping for a good tip as a reward for great service, bussers and the like are also hoping for a reward for great service to the wait/bar staff.

Just about every restaurant and bar has a different process for how such internal tipping happens. A general policy if you will. Some variations include:

The honor system – where the servers tip the appropriate support staff based on their income, thankfulness and the level of support they received. This method is the closest to what the waitstaff and bartenders are exposed to with their own tables (with the exception of automatic gratuity for large parties). Consumers leave what they want to based on their level of satisfaction with the service. This method involves the server either handing money to the support staff directly or giving it to the management to disperse later. Honesty of the server is paramount here, but the best tips will generally go to the hardest workers as they work for their tips just as the servers do.

Tip pooling based on the honor system – All of the servers take a percentage of their tips and submit it to a pool where the support staff will divide it based on hours worked. This system relies on the servers being honest about their tips and giving a fair portion to the pool. This system can be troublesome for that reason because there is generally no accountability for each persons deposit into the pool. There is not a good way to track actual tips received because the tips are often cash. Another problem of this system is that it allows for some support staff to ride the coat tails of others, making others work harder for the same money or reducing the tip pool altogether.

Tip pooling based on sales – All of the servers take a percentage of their sales and submit it to a pool where the support staff will divide it based on hours worked. This is similar to tip pooling based on the honor system, but there is more accountability because the sales are trackable and easy math can determine what the server should deposit into the pool. Two main weaknesses to this system are that it does not account for a server who has made poor tips themselves and can take an unfair bite of the servers income and there is a significantly reduced motivation for the tipped support staff to exceptional work. In other words, it takes away the incentive that a tip is usually given for. They will make the same money regardless of the level of work they do, nullifying the purpose of a tip.

Each method has it’s strengths and weaknesses and it is difficult to determine a “best method”. One thing is certain, the support staff can make or break the restaurant. They are a vital part of the machine that make the consumer experience good or bad.

We are very interested in hearing about your companies policies and your stories as servers, bartenders or any support staff member. Please feel free to comment below.

A Tip20! Original Article by J.D. Marshall, Tip20! contributor.

One of the hardest things for a new restaurant manager to do , is to learn the basics of scheduling.  How many servers do I put on the floor? How many line cooks, dishwashers etc?  We will try to guide you through this mind numbing experience with as little pain as possible.

Most restaurants will already have established guidelines for scheduling and the tools you need to setup and build the schedule.  The guidelines should include some or all of the following.

1. No overtime – this will demolish your labor budget
2. Requests – for time off, certain stations etc.  Remember requests are just that a request. Try to honor them but the business comes first.
3. Sections or Stations -  a floor plan with a set number of tables
4. Shifts – day/night with set employees for both shifts (some employees might work both shifts)
5. Schedule Posting – a set time and day for posting schedule and a designated place to display it

Now before you sit down to start your schedule, gather together the tools you will need.

1. Request forms – for time off etc
2. Reservation log book – so you can schedule better for large parties and heavy volume days/nights
3. Calendar – check for holidays and good for posting local events that may effect your business
4. Blank schedule – paper or computer program
5. Pencil – if doing on paper ( you may want to try it this way if your first time)

Let’s get started.  Your schedule setup should look similar to this.  We will pretend it’s for the evening servers.

Fill in the date with the corresponding week.  Then the days (your schedule may not always begin on Sunday) across the top.  List all servers down the left hand side (you should put them in order of seniority).  Log in last years covers along the bottom. This will give you an idea of the volume to expect for that day.

Next step is to fill in the requested time off (RO) or the days that you know that an employee cannot work (X), you can use any legends you want. Starting with the first day of the schedule and using your reservation book, your calendar, along with your projected covers, determine how many servers you will need.  Fill in the start time and the assigned station (1) (2) etc.  Be sure to give yourself at least one on call (o/c) person for each shift.

This is how your schedule should look when completed.  Be sure to go over each day and make sure you have each station covered. Add each of the servers projected hours across, remember no overtime.   If it looks good to you, post it.

Congratulations, you have completed your schedule. Pat yourself on the back and go home tonight knowing that you have the restaurant floor covered.

(J.D. is a long time veteran of the restaurant wars. He is always willing to share his wit and wisdom about the restaurant industry. You can find many of his thoughts and comments at Tip20.com.)

A Tip20! Original Article by J.D. Marshall, Tip20! contributor.

Ahhhh isn’t love grand? Just look at the young couple over in the corner. Holding hands, sneaking a kiss now and then and whispering sweet nothings to each other. The all American dream, we meet someone, fall in love, get married. Have children, pets and a small house with a white picket fence. Who wouldn’t enjoy seeing this?

But wait isn’t that John and Sue two of your servers? Both in uniform, on the clock and aren’t they supposed to be taking care of the guests? I’m sure this has happened to you in your restaurant at one time or another.

Nowadays this is a common occurrence. More often than not, people meet their future spouses, lovers, friends at work. We as a whole are working more, joining less social clubs and finding it harder to meet people. So the office romance is becoming an everyday subject and at times a problem.

Production is down, guests receive less than desired attention and mistakes are made. John and Sue would rather spend time together, than to wait on another table or worry about getting the side work done. They are concerned more with what they are going to do after the shift is over.

So what can we do about it? We can’t just replace them. It’s possible that they may be the best servers you have. But you can’t have them on the floor ignoring the guests and the job at hand.

The first step we need to take is to have a small meeting with them (in private off the main floor). Never start out on a negative note. Let them know what a great couple they make. How well they get along with each other, how happy you are for them, etc. Then we need to let them know how this new romance is affecting their job performance. Give them specifics, not just generalities. For example, “John, yesterday table x was sat and the hostess spent 3 minutes looking for you. By the time you got to the table the guests were upset that you took so long to greet them.” “Sue your table mentioned that it took them 5 minutes to get the drinks they ordered, because they saw you talking to John.” Then let them know how this may have effected the tip percentage they received. How it affected the guest. Did the guest complain about service, did they say they would never dine here again? We must make it clear that the guest and proper service is important to the restaurant and to them. Once they understand how service relates to the bottom line of profitability for you and them, then we can go on to the next step.

Make them promise that the focus at work will be the guest and quality of service. That holding hands and chit chatting can not be tolerated when it is affecting the business and possibly the performance of the other servers. Make it clear that future violations may result in disciplinary action. Now at this time you should also reiterate what a great job they are doing and what a pleasure it is having them on your team. Send them on the way with a “Go make lots of money” and a smile.

Sounds simple but what if the problem continues? Then we must sit them down once again. Explain to them the problem still exists and that it must stop. That the only way you can see to handle this is by separating them. No, I don’t mean to have you break them up. But to separate them by giving them completely different schedules, that they will not be working at the same time. Inform them that when one is working that the other may not come in to visit. Now you don’t have to be hard core about this, you can still give them the same days off. Another option to consider is transferring one of them to another location. You may lose one at your location, but the company will still benefit by retaining a great employee. Again tell them how much you appreciate the work they do, but the romance is interfering with business. Ask them how they feel about their performance, can they see the problems, do they have any suggestions. Many times at this point they will understand that something needs to be or will be done.

Let’s hope that after this meeting the situation is corrected. If not, than it’s time to be a little more drastic. Your bottom line is at stake. One or both of them may have to go. Let them decide, does one of them want to give a two weeks notice. A nice letter of recommendation will be provided for them. (Be sure to have people trained to take over their shifts) If you feel that termination is the only thing left as an option, please follow all laws rules and regulations governing such terminations. Document each and every discussion that you have had with them and the results.

So you don’t want to lose them and you’re at wits end? Learn to live with it!

Isn’t love grand?

(J.D. is a long time veteran of the restaurant wars. He is always willing to share his wit and wisdom about the restaurant industry. You can find many of his thoughts and comments at Tip20.com.)

What you thought is enough to start a restaurant business could be the same thing that may cause your business downfall in less than a year. You may be an expert entrepreneur or you may have inherited a family business but have no background about restaurant and catering at all – no matter the qualifications you have, some things are better studied first hand than realized later. And later could be too late.
First of all, do yourself a favor by getting to know what are restaurants and their nature. The important and primary things should never be ignored and forgotten. In this case, tell yourself first if you can handle this type of business because in case you didn’t know yet, restaurants are complex type of businesses. It doesn’t involve one thing alone and if you guessed it right, profit is the word.

Restaurants should be handled from food costs, labor, rent (if you don’t own the place), advertising, food quality, customer service, advertising, profit and of course, the attitude to continue with this type of business. However, the basic principles of handling a restaurant go back to how it is operated by you, the owner and the organization style you have in your agenda.

The list doesn’t stop here, restaurants also have categorization and it’s one of your basic foundations before tackling the list mentioned above. You then ask, why? Well, how would you know what type of service you can give to your customers and what type of feedback you should expect if you didn’t know your restaurant’s categorization in the first place?

Okay, so here’s a simple scenario. A customer can most certainly not demand a well prepared, elaborate meal from a counter service type restaurant can he? It just isn’t right. Having said this, we then go back to the basic principle of how to organize a restaurant. If you want to make a signature or style for your own restaurant, you can go ahead with this plan but it will be difficult to preserve and maintain this kind of approach; not to mention, expensive.

For whatever purpose it should serve though, restaurateurs should maintain focus in meeting goals for their restaurant. This also shouldn’t limit them from being open to changes and feedback to be able to meet customers’ preference.

Find out more of what you can do to grow your own restaurant larger than you thought you could.