The struggles of new servers

One thing I have noticed among "the fresh meat" at my serving establishment is that they do the bare minimum. I do not know if they are still struggling with keeping up with their tables, menu knowledge, and the standards we have for our restaurant, but they certainly are lacking. I am, most days, disappointed in them, but I am trying to be patient with them and give them constructive criticism as I work with them. I do try give them the best "buddy system" when we are in sections side-by-side, but some are needing too much help.
For example:

A new game that my management team has placed in effect is a score of who runs the most food to the tables. Whoever takes more trays of food to the tables each night gets a free meal at the end of the night. One such new server asked everyone in the sections around him to fill up his drinks, take salad and bread to his tables, and check on them while he ran food (where it counted.) Once people caught on to what he was doing, the managers were notified and he was not eligible for that night.  This is clear abuse of the Buddy System (a system in place to have a server accountable to helping his fellow server when in need).

The other night I was in a section with one who I have noticed gets behind in her tables. We had neighboring sections, so it was up to me to help her out. We both had the same amount of tables, but I noticed as I walked through hers to get to the kitchen, all of her tables had piles of unwanted plates. One table looked uncomfortable as they were eating because they had very little room on the table. As I walked by, I grabbed some plates from them and made a small comment, "Now you have some room to eat. Enjoy!" As I walked away I saw that almost all the drinks were low at her tables too. I enter the kitchen to find that she is in the middle of gathering food for one of her tables, so I drop off the dishes, grab a tray, and return to her section to collect more unwanted dishes from all the tables. When I finished with that, I saw she was still very busy gathering stuff for her tables, so I started refilling her drinks. After getting her up to speed, I gave attention to my tables, but when I had a moment to look back at her section, she had dropped off take-out boxes at a table, but had not come back to collect the unwanted dishes again. So I again, walked up to the table and gathered those dishes. I almost ran into her this time as she was in the middle of some other task, so I said very quickly, "You must pre-bus your tables. Every time you stop by, grab some unwanted dish off the table." She said ok and we kept going our separate ways. As her first table got up to leave, they came up to me and slipped me $10. All I did was take plates and fill drinks, she did the main work for the table...but that goes to show what they really appreciated. They wanted that extra attention-the attention that showed that someone cared. This is a prime example of not only pre-bussing (taking off unwanted plates before the table leaves), but also giving attention to the tables.

Another server seems to struggle with the computer. It seems that every time I run her food to her tables, it is either the wrong table, or only half of her food came up. I snapped at her the first day that it happened twice. I was a bit annoyed because I was being made to look like a fool to her tables, but after cooling down I apologized. Last night, I saw that her food was up for a table. I was a little wary to take it, but I told myself that it had been a couple weeks and maybe she was better at it. No, I was wrong. When I reached the table, I saw three young girls. One young girl had her appetizer that was supposed to be a meal. Also the plate I had was just for one of the other girls. I asked the one who was left out if I had forgotten anything, she replied that it was a soup that she needed. So I went back to the kitchen and grabbed the soup. I then found the server and explained the situation. I asked her if she knew how to ring up each one of those entrees properly, but she replied that she was a little overwhelmed considering she had five tables at the moment (I hardly believe that. The managers only give more than three tables on rare occasions-and to seasoned servers, not new ones.) This is a great example of the necessity of learning how to use the computer.

Same night, same server:
She was too busy to greet a table, so she had someone else greet it and take the order. When the food was delivered, it was not what the table wanted, the server she had gotten to help wrote down the wrong items. But she was still too busy to get it right, so the new random server who delivered the food had to take down the proper order and fix the problem. THIS SHOULD NEVER HAPPEN!!!! This is a good example of STUPIDITY!!!

These new servers are slow, and easily overwhelmed. If I had my way, they would only be allowed two tables at max, and require more training. Then, if they did not improve in two weeks time, they would be let go.

Maybe that's harsh...but I would rather work with 20 skilled, hardworking servers every night of the week, than 50 differing skilled servers any night of the week.

Soup To Go

Dear Party of 15,

Thank you for coming in to my place of work tonight. I do regret that I did not have the opportunity to serve you and wait on you hand and foot, but I did see how much you made my fellow servers work. I did, however, have the opportunity to hear your rude remarks as did my tables that were beside you. I did try to help my fellow servers with their other tables since you were insisting they give you their undivided attention. I must admit, I did try to keep my distance for fear that I would cause you unnecessary grief. I appreciated your way of summoning my fellow servers by snapping your fingers or calling for them while they were trying to serve others....very inventive. And you left me amused as you threw all your leftovers on the floor under your table in retaliation of being charged a soup to-go...that's what I call classy. How dare my fellow servers deprive you of getting free food...I mean, don't they know that's why you came in? I know that this had nothing to do with your race, nor does it have anything to do with your upbringing. You definitely left a loud statement behind. We will not soon forget it.  

Sincerely,

Jaded Server

What a Day!

So yesterday was, of course, Sunday...also known as my least favorite day to work. I think most servers would agree with me. I can honestly say that it mostly is because of the church crowd. Ok, before I get sent to hell for that last statement, hear me out, please.

First of all, a few people come in before noon. These people are one of two extremes....either they are those who don't feel obligated to go to church, or those that left during the altar call so they could get a seat at the restaurant before the crowd comes. Either way, they are usually the more delightful of the tables that I will encounter that day.

Around noon, the crowd rolls in. It seems all churches let out around noon or quarter after. So the restaurant goes from being slightly busy to being rocked. It does not matter what Sunday it is, there will always be a wait within 15 minutes after noon because every table gets filled up...which means all servers will get multiples tables at once.

So let me just give you a taste of what my Sunday was like yesterday:

I arrive on time and find out my section. I was assigned in the farthest room from the kitchen and the side station (including the drink station and to-go items) with a new server who I had not been partners with yet. I cringed when I saw her name. I know I should give her a chance, but from what I had been told by other former service partners of hers, she could not keep up and she complained and made excuses about everything. I thought, "I would rather have no partner than her."

Well, I got my wish. She did not show up. But, now I am stuck in a room by myself with only myself to depend on (for the most part). I know I could ask for help every now-and-then from a fellow server, but I prepared myself to be running around to keep up with my tables.

My first table was a two-top. They were very sweet and easy to take care of. I had their drinks delivered and meals put into the computer when I received two tables simultaneously.  Luckily, I was able to keep up with everything and was very proud of myself as I was staying caught up on drink refills and food deliveries and such. I stayed caught up for a few rounds of tables, but I could see that the lobby was not getting less congested.

Then a hostess came up to me and asked me the dreaded favor...if I would take more tables than the number allotted to me. ***Now for those who have never served before, let me explain this. In most restaurants (and in all that I have worked in) a server is only given a certain amount of tables because it has been proved that a certain number is the appropriate amount to have so they can give the best service possible while also making the money they need to make.  I think I am a very good server. I go over and above to make my tables happy and will be more than happy to adapt to each person's needs. But give me an extra table or two more than my allotment, and I become worth shit...especially if the tables are large numbers or very high-maintenance.*** So anyway, the hostess asked me if I could take one more table if it was just one person. Well, one person...I can handle that. I agreed and went to the kitchen to gather a few things for my other tables.

I come back to my room, and they have not sat me with a one-top. They have given me a six-top. I was livid! Yes, I want to make money! Yes, I knew I could handle it! But this was not what I signed up for. I felt like slapping the hostess...I even felt like refusing to wait on them, but I knew that it would be a lot less painful if I just took the table. Luckily, my other tables were fine at the moment.

This table was very high-maintenance. Each person wanted two types of dressing for their salad. One guy ordered soup to come out as well. They requested extra toppings on their salad and warned me that they eat ALOT of breadsticks. Then, both couples split entrees and the girls ordered half portioned entrees. That just kind of pisses me off when people try to eat as much "free" stuff as possible to save money. If you cannot afford to eat out, then don't. And if you cannot afford to tip, then don't eat out.

The icing on the cake is that this table would try to talk to me when I was at the neighboring tables taking care of others. I am trying to take a guy's order and behind me the older gentleman is asking me for more soup. That is just rude! I will be back over to you, dear table. Please look around and see that I have other people to take care of besides you and your family.

After their food was delivered, the hostess came up to me and asked me again if I would take more tables than allotted to me (I assume if I had given them a green-light they would have sat every table in my room and I would have had over twice as many tables as I am supposed to be allowed to have). I said no. I told them that when I dropped the bill at the table, they could. They waited for me to do so.

After that, I had two more hours of taking more tables that I should have and running around like a chicken with its head cut off. And it still surprised me how many people could see that I was sweating and red in face, and still thought I wasn't working hard enough for them.

Then with an hour and half left of my shift, the lobby is still packed, and a man stops me in the middle of the hallway back to my room, and complains about seating. He said that he had just walked around and saw 12 tables open, and was bitter that the hosts were keeping them waiting up there instead of seating them at these available tables. He swore there was some kind of conspiracy going on with all restaurants about this very problem. Well I knew that four of those tables were in my room...and four more were in another section where there was no server, but I very politely told him I would get a manager so that he could have his concerns heard by the right person who could actually do something about it. In my mind I could not help but think about how much more livid he would be if he was sat at a table where no server was assigned...My opinion of the matter is that I would rather wait five more minutes in the lobby and get great service, than sit five minutes at a table before I could get greeted by a server.

For the last hour of my shift, the managers moved the bar person into my room so that she could get more tables and be my service partner. But honestly, it made things worse. All day I knew that any table in that room was mine, but now, with another person, we have to keep guessing who had what new table because the hosts were not telling us who the table was for. And no, I could not just go back into my allotted section because I had tables all over that room...so the last hour was filled with alot of frustrated guessing...and forced smiles to make sure my tables had a pleasant time while I was living in Sunday hell.

It's The End of the World!!!

Dear Sir,

Please do not act as if I have slapped your face when I do not have the particular drink you may want. I am sorry that we do not have sweet tea, but we have four different sweeteners on the table to choose from for you to personally sweeten our iced tea. I know, I know, "It's not the same." Well, then sir, the restaurant beside us does have sweet tea. Feel free to go there if that is all you really want. And no, we do not have Diet Dr Pepper; but get this, not many restaurants do! Heck, most gas stations don't even have it! So, if I can make a suggestion...please get over yourself and order a Coke!

Thanks,
Your Jaded Server

Trust Your Restaurant

Dear Guest,

Thank you for choosing (insert restaurant name here). We are very eager to make the most of your visit with a capable staff to meet your needs. Before we progress, here are a few things to keep in mind:

1.) Please do not try to do the hosts' job for them. If they have you waiting for a table, you can guarantee they are doing it for the best. I know it can be frustrating when you see "so many" open tables, but if they are taking their time seating you, it is for the sake of giving you a server who can be attentive instead of rushing amongst three tables in her section that were sat all at once. Or the reason may be for the sake of the kitchen being able to catch up so you don't blame the server for putting in your food order too late. And when you see those booths in the back that you were told were unavailable, instead of getting huffy, try to understand that there is no server in that section of the restaurant, therefore, if you get sat there, you will not be taken care of properly (because the server that that gets you will be stretched thin as he is running from one side of the restaurant to the other to take care of you and the other guests who were fine with sitting in his open section). So please trust your host and be patient. Enjoy the foyer entrance...there is always some fancy wall dressings to keep your eyes interested while you wait. 

2.) Treat your server as a human being. I know this may seem like a silly request, but last time I checked, we are all human. You are welcome to ask questions about specials, the menu items, special requests, or what their favorite dish is. Your server's goal should be to meet your expectations however great or small, but do remember that we are not mind-readers...nor are we robots. We have feelings and if we are pushed to our limit, you will see our feelings come out. There is no reason to speak down to us or treat us like a lesser person. We are there as a server, not as a servant. 

3.)Trust your server. One of the things stressed in server trainings is pacing the meal. Pacing of the meal is so important for everyone involved. With the right pacing, the server will not get overwhelmed, the kitchen will stay caught up, you will not even notice how long each dish is taking because everything will be at the proper pace. The problem comes in when you try to "help out" by asking for things early or by starting the meal off by saying "we are in a hurry and we need to leave in less than an hour."

Ex:  If a server says to you "we bring out the salad after you order," then that should be the end of it. You are meant to eat your salad WHILE your meal is being prepared...NOT before it is. Otherwise, what do you think you will start to suspect when it takes "forever" for your medium-well steak to come out? 

4.) Be communicative to your server. Remember, your server is human. If you do not like a dish, let your server know. If your server messed up on a specific request, let your server know. If you think your meal IS taking a bit longer than usual, just ask about it. It is not helpful to your server (or to the manager that may stop by the table to visit) to keep your disgruntles to yourself. Your server wants to be as helpful as possible. And if it is a major mistake, usually the manager will take off the dish or comp the whole meal. Your server doesn't mind hearing about mistakes, as long as you treat them kindly...you know, as a human being. 

5.) If your server was amazing, please tell the manager. If the food was fantastic, please tell the manager. Managers love receiving compliments letting them know that they have competent staff and satisfied guests. Besides, one compliment can cancel out the 10 complaints they may have just received. Of course, it is always nice to tell your server too. 

6.) Another great way to show your appreciation for the pleasant meal you just had is by leaving a tip. Coming from a server, I must admit that half of my "good tips" are praises to my managers or to myself. It seems that a growing epidemic amongst restaurant guests is to praise their servers for an amazing meal,  and leave less than 10 percent. I am not asking for more than I deserve, but I do work in a higher-priced restaurant for a reason. It does not make my night when a $75 tab leaves me $5 and high praise. I'm sorry if I seem ungrateful, but to be honest, $3.50 of my tip just went to my busser, so I am left with less than two dollars. No, I do not get minimum wage. And no, I still do not see that measly hourly wage that I am suppose to get because the taxes on my tips come out of it.  Plus, praises are all fine and dandy until we see how cheap you really are. 

*On a side note, did you know that a serving job is the #1 job for single mothers? Why are you going to spend $50+ on a meal and then be stingy on the tip? Contrary to popular belief, servers do not make more money than you do at your hourly job...unless you work in a fast food chain as a cashier...in that case, we do. So remember, as you eat your nice juicy steak with a side of alaskan crab, that your server cannot even afford to buy her kids a happy meal. 

I am not asking you to leave a substantial amount of money, but leave what you think we worked for whether that be 10%(an ok meal), 15%(a good meal), 20%(a great meal), or more (a great meal that passed your expectations).

To sum up...just please trust your restaurant. Trust us to be capable of taking care of you in the best way we know how. All our decision-making is centered around your happiness; because in the end, we want you to come back...and tell all your friends what an amazing time you had. 

Thank you. Now, how many will be in your party tonight?