After 2 minutes
After discretely observing 3-5 bites
Directions to the restroom
Give the guests extra time before delivering the check because they seem to be enjoying themselves
Be located in visible sections or spread out to assist guests, rather than huddled together talking
Turn your back to guests if you are talking to a co-worker, so that they do not hear your conversation
Stand near your co-workers, so that you can communicate easily
“Please”, “thank you” and "hey, how are you?"
“Please”, “thank you” and "may I suggest"
“Please”, “thank you” and "cool"
Use empathic listening
Explain why they are wrong
Seek to first understand, then to be understood and reflect statements and feelings back to guest
Follow through with the resolution (the guest should not be passed off onto another employee)
Make a follow up call to guest to confirm that concerns expressed were resolved to the guest’s satisfaction
Is anyone else coming?
Are you by yourself?
How many are in your party?
Present opened menu/right side up, wine list, specials and options as appropriate
Offer chair assistance
Place napkins in laps of ladies, and offer to do so for men if guest(s) have not already done so
Tell the guests about the unique features of the restaurant
Introduce guest(s) to their server and relay important information to the server
Whoever appears to be the host
Whoever is most convenient to serve first
Always from a tray
Plates need to be served from a tray. If trays are in use multiple servers assist in delivering the plates.
From a tray, or by hand, without excessive stacking on the arm. If trays are in use multiple servers assist in delivering the plates.
Never from a tray
Always from the left
From the left, unless the seating doesn’t allow it.
Always from the right
From the right, unless the seating doesn’t allow it.
Place your thumbs on top of the lip so that you have a secure grip
Place your thumbs below the lip so that they are not visible
Place your thumbs wherever they are comfortable for you.
Right or left, whichever is easier
Ask before clearing the table
Use non-verbal cues from guests to determine proper time to clear plates
Do not ask before clearing the table, use your intuition
From the base of the glass
From the middle of the glass
From the top of the glass
Wherever is comfortable for you
Stem and base