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Editor’s Note: This is the ninth edition of a regular column on www.elrestaurante.com. Pepe Stepensky, a veteran restaurateur and a long-time member of the el Restaurante Advisory Panel, is offering his advice to any el Restaurante reader with a question. When he does not have a specific question to answer, he will write about the steps to opening and running a restaurant. Click here to email him a question.
The two most common questions asked by those who come to our restaurants are undoubtedly the following:
What is the special of the day?
What is the tastiest thing on the menu?
To answer them in the most appropriate way, it is of vital importance that all our staff is perfectly clear about the taste of all the dishes and know their ingredients as well as having a description of the special of the day and having tasted it. Menu knowledge is just one of a long list of things a good server must have. In this column, the first of two parts, I’ll cover the first 7 of 15 key skills a server needs to provide a memorable experience for diners.
1. Menu knowledge and adaptability: A thorough knowledge of the menu is critical. In addition, the ability to adapt to customers' changing needs and preferences is key to providing accurate and personalized recommendations. In our restaurants we never argue with a customer, we give them what they ask for even if it is not included in their order. We want the customer to come back and recommend us to their acquaintances.
2. Effective communication skills: Being a good communicator is essential to understand customer requests and clearly transmit their orders to the kitchen staff, avoiding misunderstandings and ensuring accuracy in service. In our experience the majority of errors in an order are usually due to a lack of communication with the customer by our staff and in many cases because the customer "assumes" that something is included.
3. Empathy and problem solving: Showing empathy and being able to quickly resolve customer problems or complaints helps maintain a positive atmosphere, showing the customer that their concerns are taken seriously. In our case, if something does not satisfy the customer, we exchange it for any dish on the menu and in most cases, we deduct it from the total of the final bill. Usually it is not worth arguing because in the end we are the ones who lose. Our waiter should understand this perfectly.
4. Customer service and courtesy: Being attentive without being intrusive and showing courtesy at all times creates a welcoming experience for customers, making them feel valued and welcome. In our experience, it is good to be friendly but not intense. The customer comes to eat and be treated with excellence, not to make new friends.
5. Time management and organization: Handling multiple tables and orders while ensuring timely service is essential. Efficient time management and proper organization are key to achieving this. Sometimes we are short-staffed or an unexpected rush of people arrives on a regular day, that is when we must be more communicative with our customer and ask for patience. If the customer is warned in advance that his order will take a little longer than usual, he will understand and appreciate our sincerity. Avoiding the customer brings bad consequences, as the customer feels ignored.
6. Knowledge of allergies and dietary restrictions: Being knowledgeable about allergies and dietary restrictions allows us to offer safe and alternative options to customers, ensuring a worry-free dining experience. In our operations, we have a sign asking our diners to advise us of any allergies they may have and it is paramount to ask them when taking their order. Some people want to be sure where we will be cooking their order because of cross contamination issues that may cause a health problem or religious concern, as in the case of kosher food.
7. Ability to handle high pressure situations: Busy days and unexpected situations can occur in a restaurant. The ability to remain calm and provide quality service under pressure is crucial. We always ask our staff to be relaxed and in constant communication with customers informing them of the status of their order.
Next month I’ll tell you about the eight other key skills!
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