The Times Herald (Norristown, PA)
Waitstaff
know it given her bright smile and unflagging energy.
“It’s not that hard,” Lockyer says. “When you pay attention to people, you learn to pick up on cues. Are these people talkers, or do they want to be left alone? You get both, and you give people what they need. If someone can’t figure out what they want to eat, you ask them questions about their likes and dislikes and make suggestions based on what they tell you. You have to pay attention even after you’ve served the table. If you see that somebody’s drink is half-empty, bring them a refill…or say, I’ll be right back with a refill. And if the kitchen is slow or backed up, let the table know and ask if you can bring them something while they wait. People assume it’s the server who’s slow, but it’s usually something in the kitchen.”
According to Bertucci’s Manager Pablo Rey, Lockyer is a template for the perfect hire.
“When I interview someone, I look for the smile — people who can connect with others — especially nowadays,” Rey says. “With the younger people, so many of them are used to dealing with others through a screen…a device. They’re on social media. Many of them aren’t used to having conversations, one-on-one, interacting with people directly, making small talk. So, I try to find that person with people skills because in the hospitality business, • Feel free to ask questions about the menu, but read it first to avoid ordering items that aren’t actually there or items/ingredients that you’re allergic to or don’t prefer. Making changes once the food is served causes delays and kitchen backups. • The ordering process will be more successful/prompt if you’re not on your cell phone. Some restaurants instruct servers it’s rude to approach a table if customers are on their phones. • Try to make special requests — extra napkins, silverware, condiments — at one time if possible. It makes everyone’s experience smoother. • Be polite and respectful. Don’t respond “Two ice teas” or “Gimme a Coke” when your server says hello. Courtesy is always appreciated. • Remember to tip. Most servers are paid minimal “salaries” and must share tips with bussers, bartenders and, in some cases, food-runners. you’re interacting with people all the time. I look for good manners, too…how they present themselves during the interview.
“Those are things you can’t teach…that hospitality gene. I can teach them everything else…the menu, all the rest of it, but I can’t teach them how to be personable.”
In short, the unfailingly affable Rey — who seems to make personal stops at every table during even the busiest dinner service — wants staffers to treat everyone “like a guest in your own house.”
“And with a guest, you open the door with a smile. You’re gracious. You make them feel welcome. Working here, it’s like we’re throwing a party every day.”
Megan Coopersmith, general manager at nearby Redstone American Grill, espouses a similar philosophy and is also a regular and cordial presence at the busy Plymouth Meeting Mall eatery. Coopersmith’s staff — from the always — welcoming host team to the servers and bussers who have direct tableside contact with diners.
Redstone server Viki Opacak believes “patience, making eye contact, speaking clearly, smiling, knowing how and when to make conversation” are all part of the equation. Ditto, attention to detail, staying organized and multi-tasking. In short, treating diners as individuals. For example… “Not all people are going to know what everything on your menu is, and you need to be able to explains things without making your guest feel rushed or stupid,” Opacak continues. “You also need to be able to read your guest. Are they in a hurry? Do they want to take their time?”
Generally speaking, twoway communication and “a little kindness” are key, she says.
“Some people don’t acknowledge a server’s presence at their table,” Opacak says. “This usually makes the server not want to return to the table because they feel they are interrupting when, in reality, they just want to make sure that the guest is enjoying their dining experience.”
Fellow Redstone staffers Danielle Antonelli and Anna Curci agree.
“Patience and time management” on both sides contribute to that experience, Antonelli says.
“Diners can have a great experience if they have the time to enjoy all stages of the dining experience,” she adds. “Understanding the food and quality. Listening to the server and having patience if a server is attending to another guest’s needs.”
All of which applies pretty much across most restaurant settings, figures Curci, who previously worked in the private dining room at Montgomery Bar Association in Norristown.
“Whether it’s a club or a restaurant that’s open to the public…it doesn’t matter,” she says. “People are people, and the number one thing for a good server is learning to read them. Developing the ability to know when people want to interact or don’t. I mean if you have a four-top where people are having an obvious business lunch, they’re not looking to bond with Anna. As a seasoned server, you learn when and what to say.”
Longtime waitstaff pro Sandy Titus typically mans the hosting station at the Mall’s Dave & Buster’s but pitches in tableside when needed. Doing either job pretty much boils down to the same — “simple” — thing, Titus says:
“Treat people the way you’d want to be treated. Make them feel welcome and at home.” Online: HTTPS://KARLSLOTTERYBLOG.BLOGSPOT.COM