Introduction to the technical aspects of the profession

We tell you everything you should, and should not, do in your restaurant. They are small details that make the quality of the service, your image and that of the place.

• It is important when I circulate in the living room, to be aware of my movements, of the space and of what I am transporting.
• Be careful not to bump the tables in passing, or bump into people, and if you do, ask them for forgiveness with a smile. Always give priority to the customer and special care when transporting the tray.
• Do not drag tables or chairs, always lift them when moving them to avoid annoying noises. this also applies when handling tableware, we must always be as quiet as possible.
• For hygiene reasons, do not touch your hair or run your hands over your face.
• Maintain the upright posture during the service, do not lie on the walls or drag your feet when walking.
• Avoid chatting with my colleagues during the service and do not stay with your back to the room.
• Do not allow anyone to enter the restaurant without giving a cordial greeting, put a smile at least and that it is not noticed if you do not feel like working.
• Never refuse to seat three guests because the fourth has not arrived, let them sit and wait comfortably.
• If a table is not ready within a reasonable period of time, offer a free drink and/or snack. Guests may be tired of waiting and this will make them pass the time faster.
• The tables should be level to prevent them from moving, make sure they are in condition before starting the service. If they are not, place napkins or corks cut in half diagonally until the table does not move.
• Do not try to hesitate or flirt with a client, you never know what you may find or if they will like it.
• Do not interrupt a conversation, wait for your time, let them finish talking.
• Don’t recite the specials too quickly, robotically or dramatically. It is not a monologue and if you have not been understood it is up to you to repeat it.

• Do not say your preferences when explaining the special offers, not everyone has the same tastes as you, but highlight the star dish of the house, the most ordered or the new season.
•  Don’t touch the edge of the glasses, it’s disgusting! They’re going to drink from where you’re putting your hands.
• Wine glasses should be grabbed by the stems and fork or any utensil, they should not be grabbed where they will then put it in their mouths.
• When you ask, «How is everything going? » Or «How was the food?”.  Listen to the answer and, if there is something wrong, fix it. Don’t leave as if you haven’t asked anything.
• Never say «I don’t know» to any question without then saying: «I’ll find out.»
• If someone orders more sauce or cheese, brings a plate and lets them put it on the plate themselves, you don’t know how much they want.
• Don’t take an empty plate from one customer while the others are still eating. Wait, you have more dishes in the kitchen to use.
• Know before approaching a table who has ordered what. Don’t ask, «Who’s eating sirloin?» you must know in advance.
• Never refuse to substitute one vegetable for another unless you are not allowed to do so by the restaurant authorities.
• Never serve anything that seems creepy, look at the dish before serving it!
• If someone is unsure about a choice of wine, help them, offer them a sample or two, and don’t be stingy.
• If someone likes the wine they’ve drank, give them the label with the bill. Mark the year, the winegrower, the importer, etc.
• If they want a different drink, put in a new glass.
• Make sure the glasses do not have marked fingers, inspect them before placing them on the table.
• Never remove a plate full of food without asking if something went wrong… obviously something went wrong.
• Never touch a customer. There are no excuses. Don’t do it. Do not brush them, move them, clean them or dust them off, limit yourself to your work, they have hands.
• Do not have a personal conversation with another waiter within earshot of customers, no one wants to hear your gossip, or yes! But it’s not professional.

• Do not eat or drink in full view of diners.
• Do not smell like perfume or cigarettes. People want to smell food, not you.
• Don’t drink alcohol at work, even if you’re invited by customers, wait until your shift is over to get drunk at another bar. «I don’t drink when I work, thank you» will suffice.
• Saying «No problem» is a problem. It has a tone of insincerity or sarcasm. «For nothing» I sound better.
• Don’t talk about your own eating habits, whether you’re vegan, lactose intolerant or diabetic, you can make others feel bad.
• Don’t curse, no matter how young or old the customers are.
• Don’t criticize co-workers or clients within earshot of other clients, it says very little about you.
• Don’t ask what someone is eating or drinking when they ask for more; remember or consult the order.
• Never mention the tip, unless you are asked, do not show the skin of the wolf …
• Don’t be their best friend when it’s tip time. Be consistent throughout the service, remember… the wolf.
• If there is a service charge, let customers know when you turn in the invoice. It’s not a secret or a gimmick.
• Know your menu inside and out. If you serve meat, try to know where it comes from or what part of the animal it is.
• Do not allow guests to double-order involuntarily; Remind the guest to order ratatouille that the zucchini comes with the starter.
• If there is a fixed price, inform customers about it. Don’t force anyone to order the «special» menu.
• Don’t serve a snack without detailing the ingredients. Allergies are a serious matter; peanut oil can kill (this would also be a good time to ask if anyone has any allergies).
• Don’t ignore a table because it’s not your table. Stop, look, listen, lend a hand (tips whether together or not).
• Bring the grinder of pepper, salt, ketchup… with the aperitif. Don’t make people wait or ask for a condiment.
• Don’t judge with tomato sauce, mustard, hot sauce or any seasoning that is requested, people can eat however they want.
• Do not leave things on the table that are not being used.
• Bring all snacks at the same time or don’t bring them. Same with starters and desserts.
• Don’t stand behind someone who is ordering the food, make eye contact, approach him or her, you are not a robot!
• Do not fill the glass of water every two minutes, or after each sip. You will make people nervous. Don’t let a glass sit empty too long, ask the customer if they want another drink.
• Never blame the chef, the busboy, the owner, or the weather for anything that goes wrong. Just get it right.
• Specials, spoken and printed, should always have prices.
• Always remove used cutlery and replace it with new ones.
• Do not return to the guest anything that falls to the ground, whether it is a napkin, spoon, menu or soy sauce, bring another one.
• Never stack the dishes on the table.

• You do not need to pass over one client to serve another, in case of being a very small space ask permission gently.
• If a customer has trouble deciding, help.
• If someone wants to know your life story, keep it short. If someone wants to meet the chef, make an effort.
• Never deliver a hot dish without notifying the guest, our intention is not that customers end up in a hospital and never ask them to pass that hot dish to another, our intention is not that they end up in a hospital.
• Don’t run around the dining room as if there’s a kitchen fire or a medical emergency (unless there’s a kitchen fire or a medical emergency).
• Do not serve the salad on a frozen plate; it usually announces the fact that it has not been freshly prepared.
• Don’t bring soup without a spoon. Few things are more frustrating than a bowl of hot soup without a spoon.
• Inform guests that the restaurant doesn’t have anything before customers read the menu and order the missing dish.
• Don’t ask if someone is done when others are still eating that dish.
• Don’t ask if a customer has finished the moment they finish. Allow guests to digest, savor, reflect, so that it does not seem that you throw them out of the premises.
• Don’t disappear, you must be in the living room, even if you don’t have to do anything, you never know when someone is going to ask you for something.
• When someone orders an ice-free drink, they determine if they want it directly from the bottle or cooled.
• Never insist that a guest pay for the bar drink before sitting down, transfer the drink to the table.
• If you drop or spill something, clean it, replace it, offer to pay for any damage you may have caused, the place has insurance, do not be afraid, that is better than passing the client.
• Ask the order in which they want the coffee, with dessert or after. Same with a drink after dinner. Don’t compulsively stuff a cup of coffee either. Ask if the guest wants a recharge.
• Don’t let an empty cup of coffee stay too long like this before asking if you want to refill it.
• Never bring the account until someone requests it. Then give it to the person who requested it, not to the older person or the person you think will pay.
• If a few people beckon for the bill, find a neutral place at the table to leave it.
• Don’t stop your excellent service after presenting or paying the check, customers are customers until they walk out the door, don’t be cheeky.
• Don’t ask if a customer needs the change. It only brings the change and if they give it to you better than better but do not steal it.

• Never hesitate to a customer who has a complaint or suggestion; listen, take it seriously, answer it.
• If someone is agitated or effusive with your mobile, he kindly suggests that you mute it or move away from other customers.
• If someone complains about the music, do something about it, without altering the atmosphere (music is not for the staff, it is for the customers).
• Never put on a radio station with ads, news or talking about anything.
• Do not play an entire album by any artist. If someone doesn’t like David Bisbal or Shakira, you might be ruining their night.
• Never be in front of them long enough for people to feel like they’re being watched or pressured, especially when they’re figuring out the tip or with the bill.
• Don’t say anything after a piece of advice, whether good, bad, indifferent, except «thank you very much.»
• If a guest asks you about a particular dish, get the recipe for him or her.
• Don’t show frustration. Your only mission is to serve. Be patient. It’s not easy.
• Customers, like waiters, are all kinds so when you have a «good table» show appreciation with a free glass of wine, an appetizer or something that management approves.

*These are tips to improve your service as a waiter, many of them depend on the place where you work to be able or not to apply them, such as inviting drinks or some product, but it is good that you always keep them in mind.