| I recently had a situation at a restaurant where | | | | position points will not be a problem for a waiter |
| the owner was changing the dining room table | | | | as long as all dining room service staff knows the |
| numbers during the actual shift. This spells | | | | arrangement ahead of time. It is most important |
| disaster. His explanation was that he needed to | | | | to establish position point #1 for each table. The |
| keep track of coupons being distributed for the | | | | easiest way of determining the position point #1 is |
| restaurant's marketing campaign which used a | | | | to have the customer's back directly in line (or as |
| separate numbered table for each individual | | | | close as possible) with a particular location in the |
| coupon. The owner did not realize how much he | | | | restaurant, such as the kitchen or perhaps a |
| was hurting the restaurant customer service by | | | | particularly visible item of decor. |
| using this system. It was no wonder that the | | | | Every customer whose back is closest to this |
| excellent food was quite often being brought to | | | | particular location is position #1. Once that is |
| the wrong table by the dining room service staff. | | | | established, rotate clockwise around the table, |
| Also, I have seen times when restaurants use | | | | identifying each customer as position #2, 3, and |
| alphabet letters to identify the tables. There is no | | | | so on. If a seat is empty, a position number |
| reason to use letters for tables at all when there | | | | should be assigned to it anyway, as a guest may |
| are plenty of good whole numbers to go around. | | | | be arriving late. If customer position points are not |
| Below, I have outlined a few simple, but important | | | | used, a waiter, holding hot and heavy plates, will |
| concepts to help improve restaurant customer | | | | be calling out dishes to customers because they |
| service. There are too many operations that do | | | | do not know the exact position placements. This |
| not implement these concepts which cause many | | | | wastes precious time and energy, not to mention |
| unnecessary mistakes. This translates into lost | | | | how unprofessional it looks. Moreover, the |
| revenue and a poor restaurant customer service | | | | customers, often in mid conversation or laughter |
| that will repel repeat business. | | | | will be unnecessarily interrupted. |
| Here is how it works: | | | | Position points must be clearly explained in every |
| Dining room floor diagrams, with correct | | | | waiter training program. The main objective is for |
| numbering for each table and position point | | | | the waiter to serve the food and beverage |
| (explained below), must be clearly printed and | | | | accurately, safely and cleanly. This is more likely |
| handed out to all dining room service staff, with | | | | to happen when there is prior knowledge of the |
| extra printed copies available for any future | | | | table and seat numbers far ahead of time. |
| waiter that is hired. These essential diagrams | | | | The above concepts give the dining room service |
| must be placed in strategic locations for all staff | | | | staff "a sense of where they are," which is |
| to easily view, preferably out of the customer's | | | | extremely important especially if the restaurant is |
| sight. | | | | new or the staff is new to the restaurant. It |
| Position points must be established to improve | | | | enhances the ability to communicate, which in |
| restaurant customer service. Basically, any | | | | turn, improves restaurant customer service all |
| customer in the restaurant can be identified by a | | | | around for everyone. |
| particular table and seat number. Keeping up with | | | | |