The true strength of a good service person is when they ask for help and provide direction to get themselves out of the weeds.
Contrary to many servers beliefs it is not a sign of weakness or that a person can't handle the situation. Situations that come up such as;
1) Being sat 2-3 tables at once.
2) Having food or beverage sitting at the pick-up windows.
3) Sensing table maintenance needs to be done.
4) Initial greetings.
There are endless issues that come up in the service business. Almost any restaurant person will tell you the action comes in waves.
If this happens and suddenly there is a self realization that a server cannot keep up with all the multi-tasking. What is a server to do when that happens, and what are the consequences?
1) If you ask for help, it show you are in sensory command of your area/station and are competent, not weak.
2) If you don't ask for help and the customer feels shortchanged on any of the endless service points they expect, they can feel cheated out of a good experience.
Who can help to make sure it doesn't happen as often?
1) The server, other servers, the host/seating staff and the manager. If a server is seated multiple tables at once, or for whatever reason is backed up on providing good service and does not ask for help and provide direction, the host station and the manager on duty can and should be monitoring this and directing additional staff as necessary to help the server. Until a server is experienced enough to ask for help themselves they will need this assistance. After the shift the manager can discuss the event again with the server to help them understand the behavior.
Tuesday, January 15, 2008
Tuesday, January 08, 2008
Wednesday, January 02, 2008
FOH Series Continued. Topic #3, The Swarming Method
There is a method called "The Swarming Method" of customer FOH service. This means that service/wait staff share the responsibility of good customer service with the primary service or order taker.
Essentially there are restaurant zones at some restaurants and other restaurants make everyone responsible to swarm. In other words, keep your eyes on all the tables in your area for re-fills of beverages, table maintenance, etc. Then you, as the non-primary server fulfill whatever the table wants and in turn other servers do this for your tables.
I think I first noticed this method done correctly in the 80's by the HOUSTONS restaurant chain.
It went like this:
A server would introduce themselves and provide menu Q&A, take the order and start the process as the primary server at the point of sale with the customer. Sometimes even the primary server would not take the order.
Then as another server/runner would deliver (whose job is to run food during the entire shift or another server who happened by the pick-up window in the kitchen) the food/beverage, they would ask if the table needed anything else. Or the runner/swarmer would see the table required maintenance of some type. That runner/swarmer would then obtain (or clean, etc.) for the table of patron(s) whatever it is they needed all while perhaps neglecting their own tables/station.
The thought was that another "swarmer" would provide the necessary upkeep for their table while they're doing it for another. There are times you would never see your original server again during that meal.
Sound confusing? I admit when I first saw this method put into play I had my doubts.
But Houstons pulled it off with elegance! I was amazed they were able to do it and I as a patron felt taken care of. It almost felt as if little angels would just swoop in at the right time and keep satisfaction high.
Since that time, I have noticed many companies trying to emulate the same method and few have with the same level of success.
______
When this method works and when it does not:
It works when:
1) Servers are thoroughly trained and supported by supervisory personnel who are watching the process during the entire shift. Management has instituted a strict "points of service" method and performs continual figure "8's" of the FOH floor to ensure it's all coming together.
2) Servers are given constant feedback on their ability to perform this method. New hires typically require up to one month and beyond.
3) A team effort where all the staff believes in this method and has genuine concern for all the restaurant patrons, not just the ones at their tables.
4) The menu and style of service is either QSR, quick casual or casual/family service.
It does not work when:
1) The restaurant is upscale. Watching over another's table is vitally important, but the bond made by the primary waiter in this sort of establishment should not be broken. Multiples of servers and support staff suddenly showing up and "over" servicing a table can leave a diner confused and feeling under-valued. The primary server should act as the captain of the ship in this type of restaurant for any table in their station, for the entirety of the meal.
2) The management team is not carefully watching the interaction amongst the staff. Therefore at times, some less professionally trained servers can rely on the "system" of swarming and forget about their primary tables. What happens is that the customer can feel as if no one is taking care of them.
What it can appear like to a patron if not done correctly:
A jumbled mess of confusion where the customer feels as if they have seen countless servers and the same questions asked repeatedly. This can exhaust a customer and put into question whether or not they return.
Essentially there are restaurant zones at some restaurants and other restaurants make everyone responsible to swarm. In other words, keep your eyes on all the tables in your area for re-fills of beverages, table maintenance, etc. Then you, as the non-primary server fulfill whatever the table wants and in turn other servers do this for your tables.
I think I first noticed this method done correctly in the 80's by the HOUSTONS restaurant chain.
It went like this:
A server would introduce themselves and provide menu Q&A, take the order and start the process as the primary server at the point of sale with the customer. Sometimes even the primary server would not take the order.
Then as another server/runner would deliver (whose job is to run food during the entire shift or another server who happened by the pick-up window in the kitchen) the food/beverage, they would ask if the table needed anything else. Or the runner/swarmer would see the table required maintenance of some type. That runner/swarmer would then obtain (or clean, etc.) for the table of patron(s) whatever it is they needed all while perhaps neglecting their own tables/station.
The thought was that another "swarmer" would provide the necessary upkeep for their table while they're doing it for another. There are times you would never see your original server again during that meal.
Sound confusing? I admit when I first saw this method put into play I had my doubts.
But Houstons pulled it off with elegance! I was amazed they were able to do it and I as a patron felt taken care of. It almost felt as if little angels would just swoop in at the right time and keep satisfaction high.
Since that time, I have noticed many companies trying to emulate the same method and few have with the same level of success.
______
When this method works and when it does not:
It works when:
1) Servers are thoroughly trained and supported by supervisory personnel who are watching the process during the entire shift. Management has instituted a strict "points of service" method and performs continual figure "8's" of the FOH floor to ensure it's all coming together.
2) Servers are given constant feedback on their ability to perform this method. New hires typically require up to one month and beyond.
3) A team effort where all the staff believes in this method and has genuine concern for all the restaurant patrons, not just the ones at their tables.
4) The menu and style of service is either QSR, quick casual or casual/family service.
It does not work when:
1) The restaurant is upscale. Watching over another's table is vitally important, but the bond made by the primary waiter in this sort of establishment should not be broken. Multiples of servers and support staff suddenly showing up and "over" servicing a table can leave a diner confused and feeling under-valued. The primary server should act as the captain of the ship in this type of restaurant for any table in their station, for the entirety of the meal.
2) The management team is not carefully watching the interaction amongst the staff. Therefore at times, some less professionally trained servers can rely on the "system" of swarming and forget about their primary tables. What happens is that the customer can feel as if no one is taking care of them.
What it can appear like to a patron if not done correctly:
A jumbled mess of confusion where the customer feels as if they have seen countless servers and the same questions asked repeatedly. This can exhaust a customer and put into question whether or not they return.
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