Saipan Server Training II

I've worked at several high end restaurants in my hospitality career and they all had their own version of the 10 Steps of Service. Just like everyone else in this world, I have my own version of what I think would work. I want to share those ideas with the 10-12 people who read this blog. I'm doing this as a free service to the people of Saipan because I find the hospitality and service at our restaurants abysmal. If I ran a restaurant, this is how I would train my servers.

In Saipan Server Training I we went over the Initial Greet. This second section will deal with Describing the Menu.

Goals:

1. Describe and recommend an appetizer and two entrees.
2. Tell your table that you'll be back to answer any questions.

This step can begin as soon as step four in Initial Greet is complete, order drinks. However, keep in mind that the server performing the Initial Greet can not do anything else until they finish all the steps. So how can they roll into Describing the Menu before they finish the Initial Greet?

Simple. Have another server do it.

The focus of any good restaurant should be the food. Period. Service, hospitality, decor, magic tricks, karaoke, and whatever else it is that restaurants use to get people to patronize them is secondary.

With that understanding, this second step is the most important one. This is where you showcase what your restaurant has to offer. This is the most difficult, yet at the same time the simplest step. All you have to do is describe your food...and explain your restaurant's philosophy, style, and so on.

For example, if you have an Italian restaurant on Saipan, the server should explain that an Italian dinner might consist of separate appetizer, soup, salad, pasta, entree, and dessert courses. If you have a Japanese restaurant with small entrees, the server might want to suggest that the table order a number of different menu items and share them all family style.

During this step the server should keep in mind that this is where the sale is made.

Are you recommending the cheeseburger or the filet mignon? The chicken sandwich or the grilled salmon?

The difference between a $15 per person average and a $60 per person average is going to be made here (and in the cocktails and wine the server sells).

It is also the chance for the server to tell the table something about a dish that isn't printed on the menu. At one restaurant I worked at we had a noodle dish with shrimp. The menu failed to mention that half a pound of shrimp was used in this dish. That's a lot of shrimp. I recommended that dish every day, talking up the half pound of shrimp, the garlic, ginger and everything else that made the dish unique. If I remember correctly, this dish was $22.95.

Cha Ching.

The second step of Describing the Menu is simple. After you describe the menu, tell the table that you'll be back to answer a few questions. Don't tell them when you'll be back. Don't tell them to take their time. Just tell them that you'll be back.

Try not to do it in an Arnold voice.

After you walk away from the table you've got time to clear that other table's dishes, do sidework, run some food, refill a soda, or order another cocktail. Take advantage of that time, because the final step is coming up, Taking the Order.

Giovanni's at the Hyatt

When it comes to hospitality and service, nobody beats the Hyatt. Last night's dinner with David and Mara Khorram at Giovanni's was outstanding.

I had a caprese salad and the mushroom soup to start and had lasagna as my main course. I don't think I've ever seen bufala mozzarella on Saipan before. I wonder if Hyatt makes it?

The fast went well. I was a little irritable in the afternoon, but as sunset got closer it got easier. I told myself that I was going to wait until David or Mara took a sip or a bite of something before I broke the fast.

Right.

As soon as the bread was put in front of us I took a bite out of a bread stick. Oops. I forgot. The sun had already set, right?

The food was outstanding. With all the fish and soy sauce in my diet, I'd forgotten how much I liked balsamic vinegar, pesto, and olive oil. This is the kind of food I would make for Alex, Tiana, and Sandra when we all lived together. What a satisfying meal.