What makes a good waiter/waitress?

Daverock · 5th October 2007, 19:21

I've been in a few bars and cafes recently where I'm just appalled by the waiting staff. With a lot of them, trying to get their attention is a nightmare. You see them take a drink or whatever out to a table and on the way back they look straight ahead without any interest whatsoever. To me a good waiter would look around as they are walking about to see if anyone needs them. Most of these bad experiences have been in British bars.

Am I expecting too much? I don't think so as I think being "aware" of customers should be one of the basic requirements for the job. To me it makes the difference between a great waiter and a poor one.

I should balance this with a positive. There's one bar I go to regularly and they are great. They are always looking around and asking if you need anything without being too pushy. If your drinks are approaching empty they will ask if you want any more or if you are happy with what you have for the moment.

Whats are your thoughts and experiences?

brif1979 · 5th October 2007, 19:34

I think friendly staff help make a good pub. It can make your holiday if you can make friends with bar staff but can ruin it if they are rude all the time. We go to the gaelic corner in las americas and the staff there are really good in there. We had a great time in there apart from the price of the drink.

welshsprout · 5th October 2007, 21:22

I have worked in pubs, bars, cafes, restaurants and hotels as a waiter.

Everything from throw it on the table and if they don't like it throw them out to full silver service.

For me the level of service should at least reflect the price you are paying, take the traditional special offer here in Tenerife ye olde British breakfast .... pay 1.95 euro expect it to be thrown at you from a distance pay 7.95 euro and expect it to be hand delivered with courtesy and by an attentive waiter.

When restaurants etc offer low cost meals they have to cut costs eslewhere usually on the waiting staff..... when I was a silver service waiter I was getting around 5.50 UKP an hour whereas a 'normal' waiter was on 3.00 UKP an hour.... you pay peanuts you get monkies.

A good waiter will watch ALL tables not just those in his/her section and respond to customers needs just before the customer asks, without appearing to hover or watch them like a hawk..

Blowing my own trumpet I have been told I am a very good waiter.. but for me there is only one way that it can be proved and that is through tips.. I worked at a restaurant in the north of the island the first question I asked is how much are the tips per night I was appalled when given the answer 2.50 to 3.00 euro per night!..... inside of two weeks I got that up to 25 euro per night....... how I hear you ask... by taking away dirty ashtrays, talking to the customers, recommending wines to go with their choice of food, smiling (yes this is VERY important), making sure that no one had an empty glass (obviously checking whether they wanted more first), never contradicting a customer (especially when they were wrong) and just generally being friendly.

My guide on tips is this:
Excellent service 10%
Good service between 5% and 10%
Average service 5%
Poor service 0%
Bad service 2 pence/cents

Now at first this may seem odd............ but let me explain the psychology behind the 'Poor service' and 'Bad service' options, put yourself in the position of the waiter : -
no tip = tight git
2 pence/cents = insult
most people after receiving enough 'insults' about a particular thing will re-examine what they are doing, and/or their manager/maitre'd/ head waiter will start to ask questions about the poor level of tips.

Daverock · 5th October 2007, 21:27

Good post Welshsprout and thanks. I do reflect it in the tips.

Those waiters you mentioned getting paid peanuts, wouldn't you think they would have an incentive to boost their tips? That is one part of their remuneration where they have the most control.

welshsprout · 5th October 2007, 21:52

Quote:

Originally Posted by Daverock

Good post Welshsprout and thanks. I do reflect it in the tips.

Those waiters you mentioned getting paid peanuts, wouldn't you think they would have an incentive to boost their tips? That is one part of their remuneration where they have the most control.

Yes but waiters that are usually paid such a low amount are new to the job so do not understand the financial power of doing a good job, they are used to thinking about a wage and not about gaining tips.

lynda · 6th October 2007, 07:01

3 things:

1. Quick to arrive after I settle
2. Serves what I ask for
3. Anticipates my needs such as more drinks, the bill, my need to be left uninterrupted

The result is a generous gratuity.

Genuine friendliness is a bonus!

L

Janet · 6th October 2007, 10:56

Quote:

Originally Posted by lynda

3 things:

1. Quick to arrive after I settle
2. Serves what I ask for
3. Anticipates my needs such as more drinks, the bill, my need to be left uninterrupted

The result is a generous gratuity.

Genuine friendliness is a bonus!

L

I couldn't agree more! All three points assume they've seen you, though! And I'm with Dave here, I cannot believe two bars in particular where they claim friendliness and good service, but the waiters just walk from kitchen to table and back again with eyes fixed straight ahead! One waitress even saw Dave indicating a round of drinks ... and turned her head away!

Even if they were totally unfriendly and selfish, I would have thought it would save their legs and shoe leather to pick up an order on the way back to the kitchen rather than get there and eventually have to foray out again ....

bluebird · 7th October 2007, 10:51

i work as a cook in a busy wine bar over here in the south..... i know that the waiting and bar staff are very good at thier job. we are always receiving excellent feed back from the customers...'great meal, have really enjoyed that, great service, service with a smile' etc.etc. we usually receive pro rota about 10-12% per night in tips. but it always amazes me, why, after spending the evening praising the staff and service...some people only leave a 5 cent tip. you often feel like saying 'here you must need this 5cents more that we do!'
when i go out, if i have enjoyed the meal etc, i always leave a good tip. i know what it's like to be on the other side.

mac · 7th October 2007, 21:06

Tips are always a problem issue in an establishment. Especially in places where students work it can make the difference between then surviving or not. Many places to not distribute them fairly and this ends up reflected in the service. I know of one plce where the owner took half of all the tipps left for the waiting staff and the chef on a big wage even got a cut even though you never saw him dealing with awkward customers or cleaning up behind people. Sorry but this subject can get a person who has worked on the floor very sore!!!

Cazten · 7th October 2007, 21:16

I knew an Italian waiter, who had been on a 2 year college course, taking the equivalent of a degree course in waiting and front of house.

In Italy, and most good Spanish restaurants, waiters are usually proud of their careers, and see themselves as professionals, with an important role to play contributing to the restaurant's reputation.

Unfortunately in the UK, waiting seems to be regarded as "something to tide you over" when you can't get anything else, or need a job for the season, without experience.

IMO a good waiter can easily make or break a night out. (and gets rewarded accordingly)