Definitions

Waitron – Salesperson / offers Excellent Service on Food and Beverage
Waiter – male
Waitress – Female

How to spot a professional waitron

UNDERSTANDING THE IMPORTANCE OF GREETING CUSTOMERS PROMPTLY AND POLITELY, IDENTIFYING THEIR NEEDS AND REQUIREMENTS, AND SITTING THE EFFECTIVELY
You only have one chance to make a first impression, so you must ensure that you are polite and genuine when you greet customers. Your establishment may have a set greeting that they wish you to use or if not, you should practice a greeting that sounds warm and honest. A sincere greeting puts customers at ease and the service on a positive note.

 

Greet customers promptly and politely

• Acknowledge customers as soon as possible (ideally within thirty seconds). this is important for two reasons :
  *they do not feel embarrassed being left standing at the door
  *you have recognized them and let them feel important.
• Although it may not be possible to attend to customers immediately, a smile or a nod will let them know that you have seen them arrive and will attend to them shortly.
• Avoid unnecessary delays when dealing with customers
• It is essential to give equal attention to all members of a group booking
• Smile and display welcome body language.
• Greet the customers in a courteous and friendly tone of voice and show interest in them.
• Address them either as ‘Sir’ or ‘Madam’ or preferably, if you want their Surname, by saying e.g ‘Mr/Mrs. Smith ‘. These will usually be regular customers of your restaurant and they will feel flattered if you remember them by name.
• Maintain eye contact with the customer.
• Appear calm, confident, and controlled. Even if you are busy, you should not allow the customer to feel this.
• Your speech should be clear, grammatically correct, and free from slang.

Characteristics of positive and negative body language

This should help you to avoid projecting a navigate attitude and promote effective non-verbal communication

 

Positive body language	Negative body language
Looking at the guest’s face	Avoid looking at the guests
Make frequent eye contact	Avoid guest’s eye or stating aggressively
Nodding and smiling as other people speak	Repeatedly licking your lips or clearing your throat
Uncrossing your arms	Keep your arms folded
Steepling of your fingers	Clasping your fingers tightly together
If standing, turn toward the guest	Banging the tables or pointing the guest
Don’t lean on the guests	Standing over the seated guests
Maintain a relaxed posture	Leaning away from the guest
Stand straight, hands on the side/back/front	Don’t stand akimbo/holding your waist
Have open hands	Fidgeting
Keep yourself busy in case you don’t have anything to do	Avoid standing in groups
Be professional	No chewing in restaurant
Walk straight and upright	Avoid scratching your head/face/chin
Phones in a locker or on vibration	Use of phones/ringing phones

 

 

Donts	Dos
This is not my job …	This is who can help you
You are right, this stinks	I understand your frustration
That is not my fault	Let me see what l can do about that
You need to talk to my manager	I can try to assist you…
Do you want it by when	I will try my best
Calm down…	I do apologize …
I am busy right now	I will be with you in a moment
Call me back	I will call you back
I’m not sure	I will quickly check for you
What do you want	How can l help/assist you

 

Identifying customer’s needs and requirements

CHILDREN – good restaurant service includes treating children in the same way as adults. In no circumstances should children be ignored, and never refer to them as kids’?

CUSTOMERS WITH MOBILITY DIFFICULTIES ‐ can refer to customers with wheelchairs, on crutches, or with serious limps, Ensure that it is for them to reach their tables and that they have enough space once seated at the table.

CUSTOMERS WITH COMMUNICATION DIFFICULTIES – to the best of your ability try to have an intelligent conversation with the customers. If you feel the customer does not understand you, call someone with more experience. To help. Most foreigners will come to restaurants so you must be able to communicate with them, be patient and speak slowly

ADULTS – It is important to treat all customers the same. Never make comments that may be offensive to their color, race, disability, religion, or sex. Maintain a friendly and polite approach, even if the customer is unfriendly in return. The way you address the customer is a reflection of the establishment. You are representing your WORKPLACE, so never let your personal feelings affect the way you treat customers.

In the workplaces
Find out whether your restaurant is wheelchair friendly and has a children’s menu