5 Things You Need to Know

My first job in the hospitality industry was the summer of '91 At the Topnotch Resort and Spa in my home town. My very best friend and partner in crime (literally), Cindy and I had applied for the position of "buser" and we both got the job. What that manager was thinking when he made that decision, I will never know. All that summer Cindy and I drove to work, dreary eyed and half asleep at something like 5:30 in the morning, when it was still black as night. Most of the details of that job I don't really remember. I do remember that it was busy all the time, that the people who's plates we cleared away wore pressed chinos and polo shirts, loafers with tassels and big sun hats, that I delivered room service to Billy Ray Cyrus when he was in town for the Stowe mountain summer concert series and that he gave me a dollar tip like he was doing me a big favor. Since that job busing tables at Topnotch I've been a server, in both the seediest and the nicest restaurants around, a hostess, a bartender and a manager. I think the only position I haven't held down in a restaurant is behind the line. And I'm not ruling that out for the future. Little did I know that that first job would lead me down a food service path to a job that I truly enjoy. But as with every job there are, exceptions. Things you cant control. And when you're in customer service, that thing is the customer. So this post is for you, customer.
Whether you've never held a job in the industry (although it should be a mandatory requirement for graduating high school) or you're just in your own little world the following is, in my opinion, the top 5 things you need to know about the restaurant business. Read, absorb and adhere. Please.



1. Do not let your child run free through the restaurant. Period. It not only impedes effective service but it is very likely that your child will get hurt. I know that it is nearly impossible for most toddlers to sit in their chairs and color for longer than ten minutes. I know that rather than having him swipe everything within reach off the table and onto the floor all the while shrieking with frustration you thought I'll just let him play under the table for a few minutes. Except he can't play quietly under the table for more than 3 minutes and the next thing you know he's weaving and dashing around the tables like its a super G course. Not okay. In any successful establishment there are people moving quickly with heavy trays of hot food. They are focused on a running list of all the things they need to do in the next 5 minutes and they are most certainly not looking at their feet to see if you have given your child the run of the place. Unless the restaurant you are in has a stuffed rat roaming around or a jungle gym in the middle of the dining room keep your son or daughter properly seated at the table.

2. The host/hostess isn't lying to you. When you walk into a restaurant (without a reservation) and are told there is a 30 minute wait for a table, but you can see empty tables,please know those tables are not available, they are being reserved for people who had the forethought to call ahead and make a reservation. Also, when you walk in the door and put your name on the list and someone walks in after you but gets seated before you, they likely called ahead. Which means when they were in the car on their way down to the restaurant they "called ahead" to put their name on the wait list. So don't jump all over your host(ess) assuming he skipped over you. Instead you might politely ask: "Do you accept call ahead seating? Is that what the couple that was just seated did?" You will be amazed and how well received you'll be. Now, that said, also know everyone makes mistakes and sometimes you will get skipped, especially if there is more than one host working the podium. All it takes is one little line through your name and you've been skipped. To prevent this, if the hostess tells you its a 15 minute wait at 15 minutes check in with them to see where you are on the list. There should only be one or two names ahead of you at this point.

3. Here's a tip for ya: If you cant afford to properly tip your server, you should be ordering your dinner from a counter. Tipping less than 15 percent is not acceptable. Now before you get your panties in a bind I'm not suggesting leaving 20 percent if you've received poor service. If your water glass has been sitting empty all meal or you've been given the wrong entree or you just plain hate your entree and your server doesn't bother to check on you, or if you get attitude from your server, like its obvious they'd rather be doing anything but waiting on you. Fine, leave whatever you deem appropriate, but did you know servers make just a little over 2 dollars an hour? Yes, that's right, two dollars an hour. They depend on your generosity to pay their bills and buy groceries. On a slow night they might not even make minimum wage. Of course on a good night they will more than make up for that slow night, but that all depends on you. So if you can, leave that extra dollar or two, you may not even notice it but it just might make your servers night.

And here's the scoop on automatic gratuity: Most restaurants automatically add gratuity for parties of 6 or more. This is because:
a. Larger parties take up more tables. Your large party might be one of only a few tables your server gets that shift especially if your reservation is at, say, 7:oopm. Your large table will likely not get seated before you and depending on how long you stay, might not get seated after you either.

b.Large parties require more of the servers time. Taking drink, appetizer and dinner orders for 6 or more people can sometimes be annoying. Certain people are ready to order while others are not: "skip me and come back to me last..." Split checks: "I'm on a check with him and her and shes on a check alone but we want to get the wine and she's going to buy the appetizers but the desserts are on that guys bill... etc. You see where I am going? All of this takes time. The time your server spends on you is time she is not spending on her other tables, if she has them.

Related rant: Last week I had a party of 4 people, two couples. They were wonderful; they ordered appetizers for the table, everyone asked questions about our entrees and accepted my recommendations for wine and beer. After opting for after dinner drinks over dessert they ask for the bill. One check; music to my ears. As I drop the bill on the table I hear one of the gentleman say: "I've got the bill, you leave the tip." Shit! shit, shit, shit. The bill was $125. The tip was five, shiny, Sacajawea gold dollar coins. And the thing is, this guy thought he was being generous. He was really excited to give these away. I cant even buy a pack of diapers with that shit. Luckily I had numerous other tables that night so one poor, I mean really poor, tip didn't break my earnings. So, yes, the autograt, its a good thing.

4. If the sign on the door says that we are closed, we are closed. And while it may be hot outside or you might be tired of standing, unfortunately, you cannot come inside and wait until we are "open." Why not? Well, two reasons: first, think of a restaurant as a stage and the employees the players. There are some things that go on behind the curtain that you, the audience wouldn't want to see, simply because it would take a way from the experience you came for. Polishing flatware and glasses, folding linens vacuuming and swatting flies; its all apart of the show's preparation. You may not want to see us at the front door swatting flies but you're happy when your sitting at your table not noticing the lack of flies buzzing about. Second: We don't want you in here, nothing personal. The time before opening is our time to get ready both physically and mentally. We turn the music up loud, we sing, we dance, we talk shit and we prepare to spend the next 5 hours serving you. If you're waiting inside, well, we'd be remiss to not smile and welcome you in, offer you a glass of water or a menu to look at while you wait. All of that is serving you, before we are ready to. So please, just take a walk and come back, it will be worth the wait.

5. We are human. And as such we will make mistakes. We work really hard on NOT making them so that you will have the kind of dining experience that will keep you coming back, but like I said, fallible... So these slip ups, they happen and whether its a small mistake (I brought you sweet tea instead of unsweetened) or a large one (I got distracted and forgot to put your order in), whether its the kitchens fault (your steak came out medium rare rather than medium) or its the diners fault (you didn't fully read the menu description to see that the fish you ordered is served fried) You need to tell us that you are dissatisfied. Speak up because if we don't know you're unhappy, you will likely stay that way. And neither of us want that. So when your server comes back to check on you, tell them you'd prefer to have the steak put back on the grill for a few more minutes. Although it is our job to know when you're just pushing the food around the plate rather than eating it, we do get busy and it can go unnoticed. Once you tell us what you're unhappy with we will do our very best to make up for the mistake. Oh, and please don't wait until you've finished the meal. If you've eaten it, you're paying for it. Of course, you have the final say when you leave that tip on the table. But its hardly fair to short change your server because of your lack of communication.

This has been a public service announcement. I will now step down from my soapbox.