Formal Restaurant Service week one

the view across the road

Some conclusions about the front of the house experience.

We started another block - Formal Restaurant Service. The difference between contemporary and formal service in our case is not significant. The expectations are much higher, however the way we serve and the menu itself are the same. The expectations are that we are able to provide service to our guests at the higher level. It is more important that we follow three R rule (refill, replace, remove), we greet each table in two minutes, keep an eye on assigned tables. The ultimate goal is guests happiness with all aspects of the service.

The first week was quite hectic. I have no idea why it was quite difficult. On the day one my back server started the day by giving me instructions what to do and how to do it. You may imagine my 'happiness'. Unfortunately, the guy did not remember his duties and since that had an impact on my guests, I told him about that. Later on,
when I made a small mistake (gave a steak knife to a guest who supposed to get fish) he run to the instructor and complained about me. I had no problem to apologize to the guest and replace the knife (it was even before food was delivered). After that my back server sabotaged me and did nothing for my tables. Fortunately, I was able to manage my tables, but our instructor was notified about this.

The second day was actually good, that was a day in the schedule when I do not worry about back servers - they are equally good. So it was easy. However the day was busy.

Thursday was my turn to be back server. I was tempted to get a revenge, but decided to let it go. I helped that guy quite a lot and he was grateful for my effort.

Friday was also busy. There were quite a few major issues with tables and guests. Somehow I was not aware about any issues until wrap up after shift. It means that my tables were fine and had no issues.

Saturday I worked outside, on the patio. This is my favorite place. I really enjoy working outside. I had one 'cursed' table that night. It started with cocktail the ladies did not enjoy. The cocktail was really strange. Originated from Spain, with an unpronounceable name - Mexicali Mochi - it was made with red wine and Mexican cola. So, ladies did not enjoyed and we removed it from the bill. Then they were too picky about wine. I think they were looking for a great wine at the cheapest price. Finally sorted out drink issue and ordered their food. Some time later I logged in into the system and on that table was only one appetizer and nothing else. I clear remembered that I put an order for the food, so I went to the kitchen and they had ticket for the food. Investigation did not help, so I have to put another order into the system making sure to avoid duplicate. Dessert time and these ladies asked for a tapioca dessert to share between three of them (quite common). By that time I was busy with other tables. I came to the dessert station in a rush, I saw my ticket close to the chocolate mousse and assumed that this is for me (mistake - I should have read the ticket). When I brought the mousse to the table the reaction was strange - ladies said 'Oh, it's chocolate'. Again, nothing clicked in my head, but 'WTF are you talking about, of course it's chocolate, it's freaking chocolate mousse). Two minutes later when I checked with them if they are happy, they told me that the order was for tapioca. And at the end they asked to split the check in three. Still, they were quite happy. The majority of mistakes and errors were not noticeable, except for the dessert, which was sorted out.

This is probably the most important part from my front of the house experience - mistakes are happen, but the most important is how you handle them. If you take care about the guests they are not going to remember about mistakes, but how it was sorted out and the level of hospitality they received. If you pretend that nothing happened - you are in serious trouble...