Where do I begin. Today was filled with the typical weekend craziness. From awkward business diners, to practically every table needing separate checks, to lack of helpful management, to high maintenance guests, to server assistants who are suddenly MIA when you need them the most, to lack of glassware early into the shift, to not taking a lunch break and feeling famished most of my shift... this day couldn't have ended soon enough.
A few points of interests from my day ...
The jerk from yesterday - mentioned in my last post - (who didn't tip me on a $200 check) came back. He was one of the first people to walk in the door. As soon as I saw him walking in I told the host not to sit him in my section. He was given to a male server instead and ended up stiffing him too. Big surprise.
During one of the busiest times, a manager who used to work in our department was helping out. Although he meant well, he actually ended up making things worse. He tried to split some checks for me and didn't do it properly. I ended up having to help him back pedal out of the mess he created, and in turn, spent more time on that than I would have if I did it in the first place.
One of my guests flagged down another server (who happens to look like me.. simply because we have blonde hair and blue eyes) and rudely asked her to bring him the check. She politely replied, "Who is your server?" He gave her a confused look as to say, "YOU dummy!" She curtly replied, "I'll let your server know you're ready for the bill sir."
A lady actually asked for just one ice cube in her lemonade. Okay, that's funny.
Practically every single one of my tables motioned the universal check sign: the thumb and index finger together, squiggling along in the air. "Check please!" I know, I know I KNOW! I knew you wanted the check five minutes after you started eating.. I could tell by the way you ordered your beverage that you'd be waiving the universal "Check please!" sign irritatingly from across the room in a frantic hurry like the building is getting ready to collapse. I'll be right back with that. Geese.
At some point a young man walked up to the host stand from the boardwalk. He actually said, "I have a condition. I might have a brain hemorrhage if I can't talk to my mom on the phone right now. Can I use your phone?" Seriously? Yes, this actually happened. I can't make this stuff up.
The awkward-moment-of-the-day-award goes to table #112 - a party of six. It was business luncheon which flowed rather smoothly until the end. They waived me down for the check (yes, using the frantic thumb and index finger air squiggle). Because it was a party of six, I was able to add an automatic gratuity of 18% (in the industry we call this an autograt). When I dropped the check, I saw a few people take out cash. I was thinking (and hoping and praying) they didn't want separate checks (because with an autograt it's even more complicated and time consuming than it is normally). I gave them a few minutes and came back. Two gentlemen asked, "Can we get a separate checks?" Grrrrrr.... Although, because I saw people take cash out, I suggested I could swipe a specific amount for the credit cards and take the cash for the balance. Again, I reminded them the gratuity was included. This plan worked. I swiped two cards for $24 each and took the $100 cash. The bill was about $150 (including the tip). I bought them the cards back and thanked them. One of the gentlemen who put cash in asked, "Wasn't there change?" I thought about the math to make sure I did it right. I told him, "I believe there was only a couple dollars left over sir. He asked, "Wasn't the tip included?" I could hear the crickets... I could feel the awkwardness sit like stale musty air at the table. It was obvious theses people weren't friends, they were hardly acquaintances. And this man was asking for a couple of bucks back when four people gave cash and the change was only a few bucks? Did they really want their fifty cents each? I kept my cool and I told him I'd be right back. Just to confirm I wasn't in the wrong, I printed the check, subtracted the two credit card amounts and the cash. The change was literally $1.48. I went back to the table with the printed check, including the math, and wrote the balance on it. It was obvious that was the correct amount of change. It was also obvious the embarrassment was at an all time high. In his defense, maybe he thought the change was a lot more than that. But when it was all said and done, he looked like the cheap-o at the table. And it was awkward as hell to break the news to him. But that's a part of my job... One of the other servers said I should have just given him $1.48 in nickels and pennies. That would have been hilarious. I wonder if he would have taken it.
Sunday, April 29, 2012
Saturday, April 28, 2012
Stiffed on $200
I got stiffed on a $197 check today. What makes it worse is the man who stiffed me was an arrogant, womanizing prick who was in my station for about 3 and a half hours. Every time I went to the table to get another drink order he was so rude that most of the people sitting with him were obviously embarrassed. One time, after it took me ten minutes or so to bring them their third or fourth round of beers, he asked me all smug, "We're you brewing those back there?" I politely replied, "Sir, I am the only server down here right now. As you can see I'm pretty busy." A man at his table replied, "It's ok, we're fine. Thanks." Sadly, the nice one wasn't the one who was picking up the check. I was working a ten table station at that moment, in the second half of my six hour shift. Dealing with someone like that is never fun, but dealing with him on a day like today makes it even worse.
Anyway, that jerk is not worth any more of my words, thoughts or energy.
Tomorrow is a new day.
***Quick note on the subject of getting stiffed and why it's immensely frustrating.
As I let this post sink into my head for a bit, I thought deeper about why stiffing is so offensive. Let me make a quick note on why we, as servers, get so upset when we get stiffed, especially on a large check. For starters, we make minimum wage. After taxes on our wages and tips, health insurance premiums, etc... we hardly make a paycheck. There are times within a paycheck period when we occur a negative balance in which we actually owe money for our health insurance, etc... (this happens when we make more tips than usual). Mentally that's tough. Aside from all of that, at a restaurant of this caliber, the servers never keep 100% of the tips. We are obligated to tip out at least three different people each shift: the server assistant (busser), the bartender and the food runner (and on busier/longer days, we potentially tip out two server assistants, two bartenders and two food runners). Usually this accounts for about 30% of our total tips (on those busier days, closer to 40%). So, if I have a table that drinks a lot of alcohol and orders a lot of food and doesn't leave a tip, I still have to tip out the bartender and the food runner, even though I didn't get tipped from the customer. Does that put it in perspective? I'm practically paying to wait on that jerk's table.
Anyway, that jerk is not worth any more of my words, thoughts or energy.
Tomorrow is a new day.
***Quick note on the subject of getting stiffed and why it's immensely frustrating.
As I let this post sink into my head for a bit, I thought deeper about why stiffing is so offensive. Let me make a quick note on why we, as servers, get so upset when we get stiffed, especially on a large check. For starters, we make minimum wage. After taxes on our wages and tips, health insurance premiums, etc... we hardly make a paycheck. There are times within a paycheck period when we occur a negative balance in which we actually owe money for our health insurance, etc... (this happens when we make more tips than usual). Mentally that's tough. Aside from all of that, at a restaurant of this caliber, the servers never keep 100% of the tips. We are obligated to tip out at least three different people each shift: the server assistant (busser), the bartender and the food runner (and on busier/longer days, we potentially tip out two server assistants, two bartenders and two food runners). Usually this accounts for about 30% of our total tips (on those busier days, closer to 40%). So, if I have a table that drinks a lot of alcohol and orders a lot of food and doesn't leave a tip, I still have to tip out the bartender and the food runner, even though I didn't get tipped from the customer. Does that put it in perspective? I'm practically paying to wait on that jerk's table.
Wednesday, April 25, 2012
The Difference is Night and Day
Recently, I've been working daytime (lunch/brunch) shifts. But every so often I work a night (dinner) shift. In this type of restaurant, the difference is monumental. It literally feels like working in a different restaurant altogether. From my experience over the years, in the industry as a whole, this is generally the case. It's all about the people, the guests.
Let's face it, people are cranky in the morning. They need their coffee, their food and they need it now. Maybe they had a light dinner the night before and their blood sugar is plummeting each minute they are without food. It's possible they've just flown in on a red eye and they've been up for 28 hours. Maybe they were out until 3 am drinking tequila and are enduring a massively hungover. Whatever the case, breakfast diners are generally needy and irritable and they need everything as soon as humanly possible. I'm not speaking poorly about morning guests, I'm simply stating the facts. We see these types all the time. And the worst part is, breakfast is cheap; therefore, tips are usually lower. Guess who woke up early with you? We did! And we're refilling coffee, water, making your eggs to over easy/over medium perfection that you requested. We're toasting your whole wheat bread to a golden brown perfection. Bacon extra crispy? Well of course! Which side of the toast do you need that light butter on again?
Lunchtime is breakfast's awkward step sister. Similar to breakfast in that most people are in a hurry; however, business hurry, not "I need my coffee and I need to wake up" hurry. Lunch is a different ball game because of the dynamics of the people. They usually only have one hour to eat, maybe an hour and a half if they're lucky. They might be meeting a fellow business partner whom they've never met before. When they meet there's always the uncomfortable pauses, the indecision about what beverage or entree they want. "Should I eat light, should I order something inexpensive, should I suggest an appetizer... is ordering a beer inappropriate?...." they're thinking. Guests down their iced tea, their diet Pepsi. They inhale their bread and quickly ask for another basket. Sometimes they require their check halfway through meal because the food took so long because the kitchen is slammed during lunch hour because everyone is on the same time schedule. Whatever the case, lunch is usually wham, bam, thank you for your service and back to the office.
Dinner. Ahh, dinner service. Already I feel more relaxed. It's what the guest have planned for the evening. This is it. This is their big night out for the week, maybe even two weeks (at our prices and in this economy). You can't rush this service, even if you wanted to. People socialize, they get together, they drink, it's a birthday, it's a Thursday night out with the girls, wine is uncorked (and unscrewed) all night long across the restaurant. People are friendly, talkative. drinking more... and they want to eat well. Appetizers, desserts, espressos.. bring the bill whenever, no hurry! Bills are higher, tips are larger. Cha-ching! I actually have time to chit chat with my guests. I can find out where they are from, educate them on San Diego's best beaches or explain to them what Balboa Park is all about. I can connect with the dinnertime diners. And this is what waiting tables is all about. Because we are people people. We are fascinated by them, their stories, they're adventures, where they are from
and what brings them to this restaurant, on this day, at this time. And most of the time, the guests actually seem to care about me, about my story (and I do have a good one). Ahh... life is good.
I need to start working more night shifts again.
Let's face it, people are cranky in the morning. They need their coffee, their food and they need it now. Maybe they had a light dinner the night before and their blood sugar is plummeting each minute they are without food. It's possible they've just flown in on a red eye and they've been up for 28 hours. Maybe they were out until 3 am drinking tequila and are enduring a massively hungover. Whatever the case, breakfast diners are generally needy and irritable and they need everything as soon as humanly possible. I'm not speaking poorly about morning guests, I'm simply stating the facts. We see these types all the time. And the worst part is, breakfast is cheap; therefore, tips are usually lower. Guess who woke up early with you? We did! And we're refilling coffee, water, making your eggs to over easy/over medium perfection that you requested. We're toasting your whole wheat bread to a golden brown perfection. Bacon extra crispy? Well of course! Which side of the toast do you need that light butter on again?
Lunchtime is breakfast's awkward step sister. Similar to breakfast in that most people are in a hurry; however, business hurry, not "I need my coffee and I need to wake up" hurry. Lunch is a different ball game because of the dynamics of the people. They usually only have one hour to eat, maybe an hour and a half if they're lucky. They might be meeting a fellow business partner whom they've never met before. When they meet there's always the uncomfortable pauses, the indecision about what beverage or entree they want. "Should I eat light, should I order something inexpensive, should I suggest an appetizer... is ordering a beer inappropriate?...." they're thinking. Guests down their iced tea, their diet Pepsi. They inhale their bread and quickly ask for another basket. Sometimes they require their check halfway through meal because the food took so long because the kitchen is slammed during lunch hour because everyone is on the same time schedule. Whatever the case, lunch is usually wham, bam, thank you for your service and back to the office.
Dinner. Ahh, dinner service. Already I feel more relaxed. It's what the guest have planned for the evening. This is it. This is their big night out for the week, maybe even two weeks (at our prices and in this economy). You can't rush this service, even if you wanted to. People socialize, they get together, they drink, it's a birthday, it's a Thursday night out with the girls, wine is uncorked (and unscrewed) all night long across the restaurant. People are friendly, talkative. drinking more... and they want to eat well. Appetizers, desserts, espressos.. bring the bill whenever, no hurry! Bills are higher, tips are larger. Cha-ching! I actually have time to chit chat with my guests. I can find out where they are from, educate them on San Diego's best beaches or explain to them what Balboa Park is all about. I can connect with the dinnertime diners. And this is what waiting tables is all about. Because we are people people. We are fascinated by them, their stories, they're adventures, where they are from
and what brings them to this restaurant, on this day, at this time. And most of the time, the guests actually seem to care about me, about my story (and I do have a good one). Ahh... life is good.
I need to start working more night shifts again.
Monday, April 23, 2012
The Ability to Adapt to Change
It almost never fails: if a day goes by when there's not an external (guest) issue, there most definitely will be some type of internal (operational/employee) issue.
Yesterday was one of those days.
The coastal fog was sitting heavy in the sky yesterday, and at this restaurant, that's practically a guarantee we won't be as crowded as we might normally be. On Sundays, especially on Sundays, this is a relief to most of us.
My section was the outdoor patio. It was cold and there were some takers in the morning, but not many. Most of the guests wanted to sit inside. To be fair with the cover count (meaning every server should be seated with the same number of guests), my manager started seating me tables inside as well. While this seemed like a good idea, and at least in his defense it was at the time, this made my life extremely difficult. The main issue was the two stations were literally on the opposite sides of the restaurant. The outside patio is located at the furthest place from the kitchen while my newly appointed inside station was literally sharing a glass wall with the kitchen. To get from the lower patio to the kitchen, I have to walk up one flight of stairs, past the host station, past a server station, up another flight of stairs, past another set of tables and then arrive at my new added section. This is probably about 30 steps or so, which in server distance (and time), is freaking outrageous.
This is how it went down... present time.
I'm working in my section on the outdoor lower patio. I have four tables. I'm feeling good. Guests are friendly, most were sad about the fog (thank god there is nothing I can do about that) but in general, no major complaints or issues. Then I'm told I'm picking up a table in the far inside section. I'm happy to have another table, but not so happy about where it is. As I'm taking their order, I get sat another table right next to them. My stress level increases slightly. Once I have both of their orders in, I head back down to the outside section. I have another new table. I start them off, touch base with my other outside tables and they all seem to be okay. By the time I take the new table's order and head back inside, probably about 5 minutes later, I now see that I have two more new tables inside. At this point, my stress peaks again and my heart starts to race. Four tables inside and five outside. Great. I hurry to these new tables, who of course, are a bit high maintenance. The guests at both tables were asking me tons of questions about the menu, the wine menu, beer options... etc.. Stress is now at a seven out of ten. If they only knew what I was thinking about. I bring them samples of wine, I put appetizer orders in, I'm freaking out about not having even seen the lower patio in what feels like at least ten minutes (which is way too long to be away from your section). I have to tell my managers. They both agree. One section or the other. I can't keep getting sat in both. They agree to keep sitting me inside because almost everyone is wanting to sit indoors. I feel somewhat better. However, the next time I make it downstairs, I panic. My stress level spikes to a ten. Everyone is waving me down, all my tables need refills, plates cleared coffee, checks, separate checks, and oh wait, is that a new table too? What the? Ugh. I ask the host, "Another table?" She smiles and says, "That's your last one outside." I scream inside. I hustle and work as efficiently as possible. Almost everyone out there seems a bit annoyed that they haven't seen me in a while. I let most of my tables know about the situation (because I feel being honest with them is better than them thinking I'm not good at my job). Nine times out of ten, they're going to me on my side, and that makes me feel a little less stressed. I take my last table's order outside, pushing for them to order both food and drink at once to help save time. I finally drop checks, get refills, clear dishes and do everything in my power to finish working that section before heading back inside, because god only knows where my busser is (he's just as stressed out as I am over this whole fiasco). It is up to me to solve and manage all of the issues. As I reach the second flight of stairs, yet again, I sense the same neediness and irritability as I did when I entered my outside station ten or so minutes ago. I can't catch up! And, damn, is that a new table again? ..... Eventually, my tables dwindled outside and I started to become more stable in my upper inside station. At the end of my shift, no guest was too upset and my managers apologized for putting me in that situation (at least they recognized what they'd done to me, and equally, what I'd done for them).
Encompassing the ability to adapt to change is crucial for survival in the restaurant industry. However, acting the part, is almost just as essential. If I had cracked under the pressure and showed it to my guests in any way, it would have made the guests uncomfortable, made me seem unprofessional and their experience definitely would not have been as pleasurable. You've got to be quick: both physically and mentally, or this business just isn't for you.
Yesterday was one of those days.
The coastal fog was sitting heavy in the sky yesterday, and at this restaurant, that's practically a guarantee we won't be as crowded as we might normally be. On Sundays, especially on Sundays, this is a relief to most of us.
My section was the outdoor patio. It was cold and there were some takers in the morning, but not many. Most of the guests wanted to sit inside. To be fair with the cover count (meaning every server should be seated with the same number of guests), my manager started seating me tables inside as well. While this seemed like a good idea, and at least in his defense it was at the time, this made my life extremely difficult. The main issue was the two stations were literally on the opposite sides of the restaurant. The outside patio is located at the furthest place from the kitchen while my newly appointed inside station was literally sharing a glass wall with the kitchen. To get from the lower patio to the kitchen, I have to walk up one flight of stairs, past the host station, past a server station, up another flight of stairs, past another set of tables and then arrive at my new added section. This is probably about 30 steps or so, which in server distance (and time), is freaking outrageous.
This is how it went down... present time.
I'm working in my section on the outdoor lower patio. I have four tables. I'm feeling good. Guests are friendly, most were sad about the fog (thank god there is nothing I can do about that) but in general, no major complaints or issues. Then I'm told I'm picking up a table in the far inside section. I'm happy to have another table, but not so happy about where it is. As I'm taking their order, I get sat another table right next to them. My stress level increases slightly. Once I have both of their orders in, I head back down to the outside section. I have another new table. I start them off, touch base with my other outside tables and they all seem to be okay. By the time I take the new table's order and head back inside, probably about 5 minutes later, I now see that I have two more new tables inside. At this point, my stress peaks again and my heart starts to race. Four tables inside and five outside. Great. I hurry to these new tables, who of course, are a bit high maintenance. The guests at both tables were asking me tons of questions about the menu, the wine menu, beer options... etc.. Stress is now at a seven out of ten. If they only knew what I was thinking about. I bring them samples of wine, I put appetizer orders in, I'm freaking out about not having even seen the lower patio in what feels like at least ten minutes (which is way too long to be away from your section). I have to tell my managers. They both agree. One section or the other. I can't keep getting sat in both. They agree to keep sitting me inside because almost everyone is wanting to sit indoors. I feel somewhat better. However, the next time I make it downstairs, I panic. My stress level spikes to a ten. Everyone is waving me down, all my tables need refills, plates cleared coffee, checks, separate checks, and oh wait, is that a new table too? What the? Ugh. I ask the host, "Another table?" She smiles and says, "That's your last one outside." I scream inside. I hustle and work as efficiently as possible. Almost everyone out there seems a bit annoyed that they haven't seen me in a while. I let most of my tables know about the situation (because I feel being honest with them is better than them thinking I'm not good at my job). Nine times out of ten, they're going to me on my side, and that makes me feel a little less stressed. I take my last table's order outside, pushing for them to order both food and drink at once to help save time. I finally drop checks, get refills, clear dishes and do everything in my power to finish working that section before heading back inside, because god only knows where my busser is (he's just as stressed out as I am over this whole fiasco). It is up to me to solve and manage all of the issues. As I reach the second flight of stairs, yet again, I sense the same neediness and irritability as I did when I entered my outside station ten or so minutes ago. I can't catch up! And, damn, is that a new table again? ..... Eventually, my tables dwindled outside and I started to become more stable in my upper inside station. At the end of my shift, no guest was too upset and my managers apologized for putting me in that situation (at least they recognized what they'd done to me, and equally, what I'd done for them).
Encompassing the ability to adapt to change is crucial for survival in the restaurant industry. However, acting the part, is almost just as essential. If I had cracked under the pressure and showed it to my guests in any way, it would have made the guests uncomfortable, made me seem unprofessional and their experience definitely would not have been as pleasurable. You've got to be quick: both physically and mentally, or this business just isn't for you.
Saturday, April 21, 2012
Saturdays with an Attitude
I made it through another Saturday; another dreaded weekend crowd. Although Saturday never seems to be quite as irritating as the Sunday crazies, it's probably the second most annoying day of the week to work in Food and Beverage industry. Perhaps it has something to do with our perspective, our continuous awareness heading into the shift that it is the weekend. Obviously we, as servers (and general industry people) know we signed up for weekend shifts, and most of us make better money on these days. However, it's just hard to shake that "it's the weekend and I wish I was out of town or doing something a lot more interesting than this" mentality.
It was a beautiful Saturday this morning as I drove into work. And while most people enjoy their Saturdays shopping, lounging at home, gardening, catching a movie, taking a romantic stroll on the beach or enjoying a leisurely bottomless mimosa brunch, I have to drive into work knowing unruly kids, pompous guests and cranky spouses are headed my way with a vengeance. One of my first tables today was a party of six women. I greeted them with a smile, but not one smiled back at me. One of the ladies snobbishly told me they were waiting on one more person. So, I took a few drink orders and left them alone for a while. Ten minutes later, shortly after I saw the final woman take a seat in their party, I saw one of the women call over another server to ask where I was and practically began to order with her. Of course I saw this all going down and so I quickly rushed to the table. I politely reminded them that I was waiting for the last person to show up to take their order. Most of them acted like I was speaking a foreign language. The lady tells me her order and insists everything be very quick because they all needed to go to a meeting (which I'm sure was much more important than anything I've ever done in my life). The attitude from these women made me cringe beneath my skin. Happy Saturday to you too ladies! I made sure I was at their table immediately after they finished their meal. I cleared their plates and promptly brought them their check. And of course, they sat .. and sat .. and sat.. for at least 15 more minutes! Ugh! Really? It's a major pet peeve when guests act like they are in a huge hurry and then stick around chit chatting. It truly makes me feel like they enjoyed bossing me around and treating me like crap, only to rub in my face that they had time after all.
There is no need for arrogance in this world. It's one of the characteristics in people that I truly have no patience for. Especially in this industry. I am waiting on you. I am serving you. And you're going to treat me like this? But at the end of the day, I know I treated everyone who I encountered today with respect, kindness and a genuine smile. And no pretentious person can ever take those characteristics away from me.
It was a beautiful Saturday this morning as I drove into work. And while most people enjoy their Saturdays shopping, lounging at home, gardening, catching a movie, taking a romantic stroll on the beach or enjoying a leisurely bottomless mimosa brunch, I have to drive into work knowing unruly kids, pompous guests and cranky spouses are headed my way with a vengeance. One of my first tables today was a party of six women. I greeted them with a smile, but not one smiled back at me. One of the ladies snobbishly told me they were waiting on one more person. So, I took a few drink orders and left them alone for a while. Ten minutes later, shortly after I saw the final woman take a seat in their party, I saw one of the women call over another server to ask where I was and practically began to order with her. Of course I saw this all going down and so I quickly rushed to the table. I politely reminded them that I was waiting for the last person to show up to take their order. Most of them acted like I was speaking a foreign language. The lady tells me her order and insists everything be very quick because they all needed to go to a meeting (which I'm sure was much more important than anything I've ever done in my life). The attitude from these women made me cringe beneath my skin. Happy Saturday to you too ladies! I made sure I was at their table immediately after they finished their meal. I cleared their plates and promptly brought them their check. And of course, they sat .. and sat .. and sat.. for at least 15 more minutes! Ugh! Really? It's a major pet peeve when guests act like they are in a huge hurry and then stick around chit chatting. It truly makes me feel like they enjoyed bossing me around and treating me like crap, only to rub in my face that they had time after all.
There is no need for arrogance in this world. It's one of the characteristics in people that I truly have no patience for. Especially in this industry. I am waiting on you. I am serving you. And you're going to treat me like this? But at the end of the day, I know I treated everyone who I encountered today with respect, kindness and a genuine smile. And no pretentious person can ever take those characteristics away from me.
Monday, April 16, 2012
People Skills
It's amazing how quickly us industry people can read a guest. We can tell within seconds whether they'll be talkative or shy, friendly or rude, drink alcohol or even tip well. If the guests don't look you in the eye, they're probably shy, not going to be drinking much or at all, and sometimes it means they won't be great tippers. This doesn't mean I'm going to treat them any differently, I'll probably just spend a lot less time trying to chit chat and connect with them because I know it won't make any difference whatsoever. In fact, making small talk might make these people even more uncomfortable and tip even less.
My very first table today was one of these guests. It was a two top, a young couple seated on our patio. I walked up to them and smiled, "Hi and welcome! Can I get you two something to drink to get you started?" The awkward pause and brief silence followed, both of their heads were down. The woman quietly said, "Water is fine." The man curtly replied with the same comment. As I walked away, I immediately knew these people were going to be bad tippers. I tried to change their attitude by chit chatting a bit the next time I went there. Nope, I got denied. I know my boundaries. At this point I pretty much gave up on the small talk. But of course, I did my job as best as I could and just try to provide exceptional service. And what do you know, the cranky twosome had an issue with something - our soy sauce. I brought them a different kind, as well as my busser. I honestly tried my hardest to make the experience unforgettable. Their check was $37 ... tip was $3.00. Not even ten percent. That's almost a slap in the face. That was my first table of the day. Nothing I could have done would have made him tip more. I did all I could do. They were just that couple of the day.
My second table was an older couple, sitting inside. They didn't say much, but had a pleasant smile. Neither of them wanted a beverage either and wanted to order right away. My gut told me this was going to be another awkward, low-tipping table. But again, I forged on to try to engage them. This time it worked. They both opened up about visiting from Phoenix, asking me about local tourist activities and the female ended up telling me she just beat cancer. Wow. Their mood lifted and became much friendlier toward me. I managed to break them out of their shell. This couple took me a bit longer to figure out, but once I did, it was all smiles and thank yous. They left me a 20% tip.
Reading people is definitely a refined and useful skill, especially in any hospitality industry. As they say in poker, "You gotta know when to hold 'em and know when to fold 'em." Should I push a little more to try to turn their day around (like I did with the older couple), or should I just let them be because it's not going matter in the end anyway (as I did with the first table).
As a server you have to love people - good, bad or otherwise - because our jobs are a people driven business. We sell the same product, day in and day out (more or less). It's the people that make our jobs fascinating... happy, shy, sad, bitter, awkward, demanding, cancer survivors and everything in between.
My very first table today was one of these guests. It was a two top, a young couple seated on our patio. I walked up to them and smiled, "Hi and welcome! Can I get you two something to drink to get you started?" The awkward pause and brief silence followed, both of their heads were down. The woman quietly said, "Water is fine." The man curtly replied with the same comment. As I walked away, I immediately knew these people were going to be bad tippers. I tried to change their attitude by chit chatting a bit the next time I went there. Nope, I got denied. I know my boundaries. At this point I pretty much gave up on the small talk. But of course, I did my job as best as I could and just try to provide exceptional service. And what do you know, the cranky twosome had an issue with something - our soy sauce. I brought them a different kind, as well as my busser. I honestly tried my hardest to make the experience unforgettable. Their check was $37 ... tip was $3.00. Not even ten percent. That's almost a slap in the face. That was my first table of the day. Nothing I could have done would have made him tip more. I did all I could do. They were just that couple of the day.
My second table was an older couple, sitting inside. They didn't say much, but had a pleasant smile. Neither of them wanted a beverage either and wanted to order right away. My gut told me this was going to be another awkward, low-tipping table. But again, I forged on to try to engage them. This time it worked. They both opened up about visiting from Phoenix, asking me about local tourist activities and the female ended up telling me she just beat cancer. Wow. Their mood lifted and became much friendlier toward me. I managed to break them out of their shell. This couple took me a bit longer to figure out, but once I did, it was all smiles and thank yous. They left me a 20% tip.
Reading people is definitely a refined and useful skill, especially in any hospitality industry. As they say in poker, "You gotta know when to hold 'em and know when to fold 'em." Should I push a little more to try to turn their day around (like I did with the older couple), or should I just let them be because it's not going matter in the end anyway (as I did with the first table).
As a server you have to love people - good, bad or otherwise - because our jobs are a people driven business. We sell the same product, day in and day out (more or less). It's the people that make our jobs fascinating... happy, shy, sad, bitter, awkward, demanding, cancer survivors and everything in between.
Sunday Not-so-Fun Days
Ugh, Sundays ... No "Sunday Fun Days" if you work in the service industry. Sundays are the
days when the amateurs come out from God knows where to annoy and harass the
restaurant staff all day long without fail. They like to make up their
own menu items, seat themselves at dirty tables, yell "Excuse Me!" from
across the patio to get a server's attention and are generally crankier
and more high maintenance than any other day of the week.
At the end of the day, there's always that one table that sticks out- good or bad. However, on Sundays, it's always bad. Yesterday, that table was table #98: a three top (three people). A VIP gentleman with his two tweenagers - a boy and a girl. When my manger informed me the man was a VIP, I immediately thought "Of course I have a VIP table right now..." as I am already slammed with a full section of eight tables during the busiest time of the Sunday brunch rush. The man and his son smile at me and I greet the table; however, the daughter seems a bit on edge. The VIP orders an "extra cold" glass of Chardonnay. The girl orders a lemonade and seems highly disappointed that we don't have strawberry or raspberry flavored. So far.. not too bad. Upon my return with the chilled wine carafe and the plain old lemony lemonade, the boy starts ordering sushi like it's going out of style. His first order was not so complicated. But that was just his first order. I ordered it in the computer and continued to work my section. But after five minutes or so, before his sushi order was delivered, he ordered again, and this time special - extra this, sub this, side of that. Right after the first order was delivered, BOOM wanted to order more. This time he yelled, "Miss! (followed by a snarky laugh) Can I get a dragon roll too?" Literally, at this moment, I was walking by with a full tray of drinks. The VIP chuckled too. I stopped at the table and asked, "Ok. The dragon roll? Sure no problem." Immediately the boy continied, "Yeah, the dragon roll, but can I subsititute tuna istead of BBQ eel? And can I substitute soy paper in stead of the seaweed paper? And then can I .." I butted in, "OK.. Let me deliver these drinks first and I'll be right back." Seriously? Did the VIP not teach this kid how to order politely? Who yells at a server with a full try to order their third complicated specialty item? When I return to their table, I ask for him to repeat the order. I take it with a smile, the VIP quickly jumps in, "I hope we're not bothering you ordering this way." Of course I reply with, "No not at all! It's my pleasure!" I smile and walk away. And for a reference, when anyone starts with the statement, "I hope we're not bothering you by yadda yadda yadda.." The answer is usually, "Yes! You are". Meanwhile, in my station where I'm placing the food order for the fifth or so sixth time (mind you the VIP and the daughter are ordering at different times as well), I vent with the other servers. It's the only way to get through these difficult days. If we couldn't vent to other servers about what we're dealing with, we literally couldn't survive. Yes, I was highly annoyed with this table. But in the side stations, I was laughing and joking around. "Can you believe it?" Because it is funny. When was the last time I had such a demanding 12 year old, especially with his sushi orders (I didn't even know what sushi was when I was 12 years old). So of course, this boy wanted to look at the dessert menu. I'm thinking, "Oh God..how's this going to go?" After letting him look over the menu for a bit, I ask him if anything looks good. Again, he begins with that evil, childish laugh, "Sooo.. you have a plum cobbler. What about an apple cobbler?" I rely, "Nope, no apple cobbler, just plum." He quickly snaps, "Apple pie?" (Note there is not one type of pie on the menu.) "Nope, no apple pie either... guess you like apple. There's only x, y and z desserts... no apple. And our gelato selection today is Kahlua, strawberry and vanilla." He asked, "What about chocolate?" Ahhhhhhh!!!!! What's wrong with this kid! If you want an apple pie. Go to Marie Calendars. If you want chocolate ice cream, go to Ben and Jerry's up the street. We have what we have. Isn't that common knowledge at a restaurant. There is a reason there is a menu.
Typical Sunday crowd. Ordering whatever they want, whenever they want, high maintenance and highly demanding.
At the end of the day, there's always that one table that sticks out- good or bad. However, on Sundays, it's always bad. Yesterday, that table was table #98: a three top (three people). A VIP gentleman with his two tweenagers - a boy and a girl. When my manger informed me the man was a VIP, I immediately thought "Of course I have a VIP table right now..." as I am already slammed with a full section of eight tables during the busiest time of the Sunday brunch rush. The man and his son smile at me and I greet the table; however, the daughter seems a bit on edge. The VIP orders an "extra cold" glass of Chardonnay. The girl orders a lemonade and seems highly disappointed that we don't have strawberry or raspberry flavored. So far.. not too bad. Upon my return with the chilled wine carafe and the plain old lemony lemonade, the boy starts ordering sushi like it's going out of style. His first order was not so complicated. But that was just his first order. I ordered it in the computer and continued to work my section. But after five minutes or so, before his sushi order was delivered, he ordered again, and this time special - extra this, sub this, side of that. Right after the first order was delivered, BOOM wanted to order more. This time he yelled, "Miss! (followed by a snarky laugh) Can I get a dragon roll too?" Literally, at this moment, I was walking by with a full tray of drinks. The VIP chuckled too. I stopped at the table and asked, "Ok. The dragon roll? Sure no problem." Immediately the boy continied, "Yeah, the dragon roll, but can I subsititute tuna istead of BBQ eel? And can I substitute soy paper in stead of the seaweed paper? And then can I .." I butted in, "OK.. Let me deliver these drinks first and I'll be right back." Seriously? Did the VIP not teach this kid how to order politely? Who yells at a server with a full try to order their third complicated specialty item? When I return to their table, I ask for him to repeat the order. I take it with a smile, the VIP quickly jumps in, "I hope we're not bothering you ordering this way." Of course I reply with, "No not at all! It's my pleasure!" I smile and walk away. And for a reference, when anyone starts with the statement, "I hope we're not bothering you by yadda yadda yadda.." The answer is usually, "Yes! You are". Meanwhile, in my station where I'm placing the food order for the fifth or so sixth time (mind you the VIP and the daughter are ordering at different times as well), I vent with the other servers. It's the only way to get through these difficult days. If we couldn't vent to other servers about what we're dealing with, we literally couldn't survive. Yes, I was highly annoyed with this table. But in the side stations, I was laughing and joking around. "Can you believe it?" Because it is funny. When was the last time I had such a demanding 12 year old, especially with his sushi orders (I didn't even know what sushi was when I was 12 years old). So of course, this boy wanted to look at the dessert menu. I'm thinking, "Oh God..how's this going to go?" After letting him look over the menu for a bit, I ask him if anything looks good. Again, he begins with that evil, childish laugh, "Sooo.. you have a plum cobbler. What about an apple cobbler?" I rely, "Nope, no apple cobbler, just plum." He quickly snaps, "Apple pie?" (Note there is not one type of pie on the menu.) "Nope, no apple pie either... guess you like apple. There's only x, y and z desserts... no apple. And our gelato selection today is Kahlua, strawberry and vanilla." He asked, "What about chocolate?" Ahhhhhhh!!!!! What's wrong with this kid! If you want an apple pie. Go to Marie Calendars. If you want chocolate ice cream, go to Ben and Jerry's up the street. We have what we have. Isn't that common knowledge at a restaurant. There is a reason there is a menu.
Typical Sunday crowd. Ordering whatever they want, whenever they want, high maintenance and highly demanding.
Friday, April 13, 2012
Separate Check Hell
It was a rainy, stormy day in San Diego today. The news reports boasted about the spring storm battering the coast line (in San Diego terminology, this means it rained really hard for a few hours). In the restaurant industry here in SD, when it rains, most restaurants are usually dead. Dead meaning "no business whatsoever," because most San Diegans are scared to go out in the rain. Yes, I had a few tables today, but none too noteworthy.
However, almost all of my tables today demanded separate checks, which brings me to my first official F&B Industry topic (F&B stands for Food and Beverage, for those readers who didn't know): the dreaded separate checks request.
Separate checks are usually not an issue when a restaurant is slow, like today. However, I wish the general public knew that separate checks are normally a huge pain in the ass - especially when we're busy. If you're dining at a restaurant and you're server is slammed, not providing the best service you've had in your life, you can probably bet that asking for separate checks for a party of 6 (or more) is automatically going to annoy your server. And on top of that, you can add anywhere from ten to 15 more minutes of waiting, and that's time table is being generous. Now I realize that it's not always possible to get cash before you meet up at a restaurant. And I also realize there's not always going to be someone who's going to pick up the tab, and/or have people pay them back. I get it. Believe us, we as servers get it. The problem lies when the customers are a) rude about it and/or b) expect to get the check, followed by running a credit card and/or getting correct change within two minutes or less. That's when our stress hits an all time high. Sometimes it is physically impossible to complete this task in a timely manner. Not only do we have to first separate the items ordered in the computer (some computer systems are better at organizing this than others), we then have to print all of them (sometimes the printers are out of paper, or there might be a paper jam, etc..). Next we have to find check presenters for all checks (which on a busy day is sometimes impossible). Then we need to deliver them, wait a few minutes and pick them back up. The next step is to run all of the credit cards and/or make change if needed (making change, by the way, can be one of the most frustrating things to do when no managers are not on the floor (in the front of the restaurant), and/or the bar doesn't have enough money and/or we don't have enough cash in our own "bank" to provide accurate change). You can see how this process isn't an easy feat. It is extremely time consuming and tedious.
The worst separate check situation I've ever encountered was when there was a particular group in house (staying at the hotel the restaurant is affiliated with) that used our restaurant as a networking venue. Literally, they all met at our restaurant after their morning convention meeting and before their afternoon meeting. So they all arrived at the same time and they all left at the same time. And yes, you guessed it, ALL needed separate checks. Every single guests had corporate business accounts and needed to expense it for their business. Talk about wanting to just drop everything, walk out and quit my job. Holy hell. One minute I was busy refilling ice teas and sodas, the next minute, my entire station needed to leave and get back to their meeting... with separate checks. At this particular restaurant we work 9 table stations. Which, if my section was completely full, that would mean that 36 people needed a check at the same time (at 4 people per table). I know every seat wasn't full at the time, but I recall it was mostly full, leaving about 25 people needing their check at the same time. I seriously thought I was going to have a panic attack. The stress just imploded on me. All of a sudden, all of my efforts in giving these guests an amazing dining experience all went south. And the sad thing is, a guest remembers the last few minutes more than the entire meal or the overall experience. If we as servers can't get their checks to them (and back to them) in a timely manner, our tips drop dramatically. It's practically proven science. So of course we want to get your checks to you in a timely fashion. But in this kind of situation, timing, or off-timing is everything. And it's not pretty. We know. But we do our best, and sometimes, that's all we can do.
However, almost all of my tables today demanded separate checks, which brings me to my first official F&B Industry topic (F&B stands for Food and Beverage, for those readers who didn't know): the dreaded separate checks request.
Separate checks are usually not an issue when a restaurant is slow, like today. However, I wish the general public knew that separate checks are normally a huge pain in the ass - especially when we're busy. If you're dining at a restaurant and you're server is slammed, not providing the best service you've had in your life, you can probably bet that asking for separate checks for a party of 6 (or more) is automatically going to annoy your server. And on top of that, you can add anywhere from ten to 15 more minutes of waiting, and that's time table is being generous. Now I realize that it's not always possible to get cash before you meet up at a restaurant. And I also realize there's not always going to be someone who's going to pick up the tab, and/or have people pay them back. I get it. Believe us, we as servers get it. The problem lies when the customers are a) rude about it and/or b) expect to get the check, followed by running a credit card and/or getting correct change within two minutes or less. That's when our stress hits an all time high. Sometimes it is physically impossible to complete this task in a timely manner. Not only do we have to first separate the items ordered in the computer (some computer systems are better at organizing this than others), we then have to print all of them (sometimes the printers are out of paper, or there might be a paper jam, etc..). Next we have to find check presenters for all checks (which on a busy day is sometimes impossible). Then we need to deliver them, wait a few minutes and pick them back up. The next step is to run all of the credit cards and/or make change if needed (making change, by the way, can be one of the most frustrating things to do when no managers are not on the floor (in the front of the restaurant), and/or the bar doesn't have enough money and/or we don't have enough cash in our own "bank" to provide accurate change). You can see how this process isn't an easy feat. It is extremely time consuming and tedious.
The worst separate check situation I've ever encountered was when there was a particular group in house (staying at the hotel the restaurant is affiliated with) that used our restaurant as a networking venue. Literally, they all met at our restaurant after their morning convention meeting and before their afternoon meeting. So they all arrived at the same time and they all left at the same time. And yes, you guessed it, ALL needed separate checks. Every single guests had corporate business accounts and needed to expense it for their business. Talk about wanting to just drop everything, walk out and quit my job. Holy hell. One minute I was busy refilling ice teas and sodas, the next minute, my entire station needed to leave and get back to their meeting... with separate checks. At this particular restaurant we work 9 table stations. Which, if my section was completely full, that would mean that 36 people needed a check at the same time (at 4 people per table). I know every seat wasn't full at the time, but I recall it was mostly full, leaving about 25 people needing their check at the same time. I seriously thought I was going to have a panic attack. The stress just imploded on me. All of a sudden, all of my efforts in giving these guests an amazing dining experience all went south. And the sad thing is, a guest remembers the last few minutes more than the entire meal or the overall experience. If we as servers can't get their checks to them (and back to them) in a timely manner, our tips drop dramatically. It's practically proven science. So of course we want to get your checks to you in a timely fashion. But in this kind of situation, timing, or off-timing is everything. And it's not pretty. We know. But we do our best, and sometimes, that's all we can do.
My Personal F&B Industry Background
It is vital that I let my followers know I have worked in the industry on and off since 1998. I've worked in many different types of restaurants. My first job was at a small family owned restaurant in my hometown of Orange, California, which I hold dear to my heart. Next, I worked for a national corporate restaurant chain - blah! The difference between the two were night and day. I had to learn that lesson the hard way. A few years passed as I finished my education and graduated from a prestigious Pac-10 (now Pac-12) university. With a degree in hand, and a couple partners lined up, we decided to open our own restaurant... in South America. But that's a whole other story... A few years passed (however, ten years or more of my life were probably sucked out me during those wild and stressful years), and I decided to move back to the good ol' US of A. Upon moving back I took a job at a popular wine restaurant and retail shop in San Diego, owned by two partners, with several locations throughout SD (I became fascinated with the wine industry while living in South America). I learned so much about the wine industry there it was like I was getting paid to be educated about wine. In my opinion, if you're a wine-o, it doesn't get any better than that. My next job is my current job at an internationally renowned corporate hotel group. I currently work in a fine dining restaurant on the San Diego Bay, owned by a hotel corporation. Out of all of my restaurant experiences, this one is by far the most corporate, most challenging and the most frustrating of all. It is no coincidence that I have decided to start blogging NOW about the food and beverage industry. This highly corporate driven environment has made me a highly stressed, exhausted and at times bitter individual. And that's not who I am, I promise. Coming from owning and operating my own restaurant to working for "The Man" has been a very humbling experience. My perspective heading into this environment is very different than most.
Thursday, April 12, 2012
Intro: (With Addendum)
I'm starting this blog for a plethora of reasons.
For starters, I desperately need an outlet to vent my frustrations in the food and beverage industry. I can't keep complaining to my friends and family anymore or they're all going to start ignoring my phone calls.
Secondly, I want to share with the world (well ... with a few friends and family for now anyway) the outrageous scenarios that occur on a daily basis in this dynamic and ever-fascinating industry. If you've never worked a day in a restaurant, you're going to be both shocked and intrigued with the way the industry operates.
Thirdly (and sadly), you'll probably also be disturbed with the way certain humans are treating other humans. That being said, the general public as a whole, is pretty darn cool. But it is very tragic how a few bad potatoes can ruin the entire basket of fries. We, as servers, work very hard in the hospitality industry, day in and day out. Sometimes we work ten hour days or more and during busy seasons and sometimes eight or nine days in a row or more. And our job - first and foremost - is hospitality. Our job is to give you what you want with a genuine interest in giving you the best service... and of course all with a smile (even if our significant other just broke up with us or even if we're dealing with a family tragedy). It's our job to give you what you want no matter what is going on in our personal lives. I think people tend to forget that a lot. They tend to see us as "just a server," like we're robots of sorts, just taking orders and delivering food and beverage.
Therefore, servers need a voice. And I want to give servers that voice. We deserve it. And not just the immature (albeit hilarious) voice like the 2005 comedy Waiting portrays, but a sincere invaluable voice I feel the public deserves to be educated about.
_________
Addendum:
After a year of writing, my theme has developed and grown quite maturely into more of a positive outlook on serving. My earlier posts tended to be much more negative in a venting sort of way. As the words flowed and the months passed, I realized I didn't enjoy writing about the negative as much as I loved writing about the positive. I now enjoy finding the good in every possible situation. I might not post as frequently, but when i do, there's usually an invigorating story with a much more philosophical spin and a deeper meaning.
I thoroughly enjoy this style of writing much more. Life is too short to focus on the negative. And I for one don't care to read a lot of negativity. I'm much more motivated to read and write about the good of humanity.
Thank you to all for your continued support. And as long as the feel-good stories keep flowing I'll keep writing and continue to serve humanity. ~ HK ~
For starters, I desperately need an outlet to vent my frustrations in the food and beverage industry. I can't keep complaining to my friends and family anymore or they're all going to start ignoring my phone calls.
Secondly, I want to share with the world (well ... with a few friends and family for now anyway) the outrageous scenarios that occur on a daily basis in this dynamic and ever-fascinating industry. If you've never worked a day in a restaurant, you're going to be both shocked and intrigued with the way the industry operates.
Thirdly (and sadly), you'll probably also be disturbed with the way certain humans are treating other humans. That being said, the general public as a whole, is pretty darn cool. But it is very tragic how a few bad potatoes can ruin the entire basket of fries. We, as servers, work very hard in the hospitality industry, day in and day out. Sometimes we work ten hour days or more and during busy seasons and sometimes eight or nine days in a row or more. And our job - first and foremost - is hospitality. Our job is to give you what you want with a genuine interest in giving you the best service... and of course all with a smile (even if our significant other just broke up with us or even if we're dealing with a family tragedy). It's our job to give you what you want no matter what is going on in our personal lives. I think people tend to forget that a lot. They tend to see us as "just a server," like we're robots of sorts, just taking orders and delivering food and beverage.
Therefore, servers need a voice. And I want to give servers that voice. We deserve it. And not just the immature (albeit hilarious) voice like the 2005 comedy Waiting portrays, but a sincere invaluable voice I feel the public deserves to be educated about.
_________
Addendum:
After a year of writing, my theme has developed and grown quite maturely into more of a positive outlook on serving. My earlier posts tended to be much more negative in a venting sort of way. As the words flowed and the months passed, I realized I didn't enjoy writing about the negative as much as I loved writing about the positive. I now enjoy finding the good in every possible situation. I might not post as frequently, but when i do, there's usually an invigorating story with a much more philosophical spin and a deeper meaning.
I thoroughly enjoy this style of writing much more. Life is too short to focus on the negative. And I for one don't care to read a lot of negativity. I'm much more motivated to read and write about the good of humanity.
Thank you to all for your continued support. And as long as the feel-good stories keep flowing I'll keep writing and continue to serve humanity. ~ HK ~
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