Being a restaurant server is a demanding role that requires a unique blend of skills. Exceptional servers are not just order takers; they are multitasking maestros, customer engagement experts, and almost mind-readers, anticipating needs before they are even voiced. Your performance directly impacts not only the restaurant’s profitability but also your own earnings through tips.
While some aspects of being a great server are rooted in personality, crucial elements like menu knowledge, wine pairing expertise, and customer interaction techniques are skills that can be honed and perfected.
So, what steps can a server take to transform their service from merely satisfactory to truly outstanding? We consulted with seasoned restaurant industry professionals Erik Baylis, Caroline Markham, and Carol Thomas to gather their invaluable insights and practical tips on how to excel as a server.
In this article, you’ll discover:
Understanding the Role: What Does a Restaurant Server Really Do?
First, let’s clarify the fundamental responsibilities of a restaurant server. While specific duties can vary based on the type of establishment, the core role revolves around taking customer orders and delivering food and beverages. However, the essence of a server’s job goes beyond these tasks; it’s about prioritizing the customer experience above all else. Servers are the face of the restaurant, constantly “on stage,” building rapport and creating positive interactions with guests from the moment they are seated until they leave.
While formal education isn’t a prerequisite, comprehensive on-the-job training is almost always essential. For servers aiming to enhance their skills and career prospects, specialized restaurant operations courses are also available.
Key Responsibilities of a Restaurant Server: 10 Essential Tasks
- Mastering the Menu: Servers must possess in-depth menu knowledge to guide diners effectively, answer questions confidently, and seize opportunities for upselling when appropriate. This includes understanding ingredients, preparation methods, and potential allergens.
- Organization and Efficiency: Being well-organized is paramount. Servers need to maintain a composed and professional appearance, manage multiple tables simultaneously, accurately remember orders, and prioritize tasks efficiently, especially during peak hours.
- Communication Bridge: Servers act as the vital link between customers and the kitchen and bar. They must accurately relay customer orders, including any special dietary requirements or specific requests, ensuring seamless order fulfillment.
- Customer Experience Champion: From the initial greeting to the final farewell, servers are responsible for cultivating a positive and welcoming atmosphere. Building rapport, anticipating needs, and providing attentive service are crucial for a memorable dining experience.
- Front-of-House Operations: Beyond direct customer interaction, servers handle essential front-of-house tasks such as setting tables meticulously, clearing dinnerware promptly, replenishing utensils and glassware, and maintaining table cleanliness.
- Maintaining Cleanliness: Servers contribute to the overall restaurant hygiene by cleaning tables and surrounding dining areas after guests depart, as well as swiftly addressing any spills or messes to ensure a pleasant environment.
- Sales and Payment Processing: Handling transactions accurately and professionally is a core responsibility. Servers must process sales through the POS system, present checks at appropriate times, collect payments, and return accurate change or credit cards.
- Trust and Accountability: Servers handle financial transactions and must be completely trustworthy. This involves accurately calculating charges, issuing checks, processing payments, and ensuring the secure return of customer cards and change.
- Sanitation and Safety Compliance: Servers must be thoroughly versed in the restaurant’s sanitation, safety, and alcohol service policies. Adherence to these regulations is crucial for maintaining a safe environment and passing health inspections.
- Effective Communication: Seamless communication between servers, chefs, and hosts is vital for smooth restaurant operations. Servers must communicate meal progression timing, table availability, and any customer needs to ensure efficient service flow.
Boosting Your Tips: Proven Strategies for Servers
Thanks to the prevalent restaurant tipping culture, servers have a unique opportunity to directly influence their earnings. While inherent service aptitude plays a role, mastering specific techniques and refining your approach can significantly enhance your tip income. Here are five effective strategies to elevate your service and increase your tips:
- Promptly Greet Your Tables
- Forge Genuine Connections with Customers
- Elevate the Experience Through Upselling
- Avoid Assumptions, Ask Questions
- Maximize Efficiency, Not Rushing
The Power of a Timely Greeting
Imagine entering a busy restaurant and feeling almost invisible. The difference between a positive first impression and a sense of being overlooked often hinges on a simple greeting.
A warm welcome and a brief acknowledgment that you’ll be with them momentarily instantly makes guests feel valued and attended to. This takes mere seconds but sets a positive tone for the entire dining experience. Without a prompt greeting, customers might perceive a lack of attentiveness, potentially impacting their overall satisfaction and, consequently, your tips.
Alt text: A cheerful server warmly welcomes patrons at their table, initiating a positive dining experience.
Connect on a Personal Level
In the fast-paced restaurant environment, it’s easy to fall into a routine, reciting the same script to each table. However, exceptional servers understand that creating memorable dining experiences requires genuine connection.
Moving beyond transactional service and engaging with each guest as an individual is key. Servers who personalize interactions, build rapport, and make guests feel seen and appreciated are more likely to earn better tips, cultivate repeat customers, and drive higher table sales.
Start by being personable and introducing yourself by name. A 2009 study demonstrated that servers who introduced themselves by name saw a significant 23% increase in their tips. This simple act of personalization makes the interaction more human and less transactional.
Furthermore, another study revealed that injecting humor, such as telling a joke to your guests, could boost tips by an impressive 40%. Laughter creates positive associations and enhances the overall dining experience, increasing the likelihood of repeat visits.
Recognizing and acknowledging regular customers is also a powerful way to build loyalty. Simply remembering faces is a great starting point. As you become more familiar with regulars, learn their names, favorite dishes, and preferences to cultivate lasting relationships and strengthen customer loyalty.
Master the Art of Upselling Through Personalization
Upselling is a valuable skill where servers guide guests toward higher-priced menu items by understanding their preferences and making tailored recommendations. Effective upselling isn’t about pushing the most expensive items; it’s about enhancing the guest’s dining experience.
The key is to ask insightful discovery questions to understand guest preferences, actively listen to their responses, and then recommend menu items that genuinely align with their tastes.
A highly effective upselling technique is to emphasize how a particular item will complement and elevate their meal.
For example, instead of a generic “Would you like a glass of wine with your meal?”, a server could say, “I recently tried our Pinot Noir, and I believe it would beautifully complement your filet mignon. It enhances the meat’s flavors and texture. Would you like to try a glass?”
This approach is more persuasive because it provides context, draws from personal experience, and sells the wine based on its ability to enhance the overall dining experience, not just its inherent qualities.
Never Assume, Always Inquire
Exceptional servers avoid making assumptions about what a guest will order until the order is definitively entered into the POS system.
Remember, guests often view servers as walking encyclopedias of the restaurant, their go-to source for information. Be prepared to answer questions about daily specials, new menu additions, personal favorites, and the intricacies of the wine list.
Take the time to engage with each guest, discuss the menu options, and understand their individual preferences. This proactive approach not only creates opportunities for upselling and potentially larger tips but also fosters a connection with the customer, increasing the likelihood of repeat business, positive online reviews, and word-of-mouth referrals.
Efficiency is Key, Rushing is Not
Efficient table management is crucial for restaurant profitability, but there’s a delicate balance between efficiency and making guests feel rushed. Adhering to the established steps of service helps maintain an optimal table turnover rate, ensuring a consistent flow of customers and revenue.
During busy periods, efficient service becomes even more critical. Here’s a typical efficient service timeline:
- 0-90 Seconds: Greet guests and take drink orders promptly.
- 4-5 Minutes: Deliver drinks and take meal orders efficiently.
- 9 Minutes: Prepare the table with appropriate silverware, ensure drink refills are offered.
- Food Delivery: After delivering food, inquire if guests need anything else.
- 2-4 Minutes Post-Delivery: Check in with guests to ensure satisfaction and offer refills.
Beyond these steps, truly efficient servers are masters of optimizing movement. They avoid empty-handed trips, always finding something to carry to or from the kitchen, bar, or dish pit. Even if you have assigned sections, proactively assisting colleagues with tasks like bussing tables, restocking server stations, or clearing tables fosters teamwork and improves overall service flow.
When taking orders, accuracy is paramount for efficiency. Repeating orders back to guests is a simple yet highly effective technique. Studies in the Netherlands have shown a strong correlation between order repetition and higher tipping rates, with servers who repeated orders receiving tips nearly double those who didn’t. As Thrillist aptly points out, guessing is a major service pitfall. “If you forgot to ask if someone wants their Negroni up or on the rocks, go back and ask. It doesn’t make you look forgetful, it makes you look like you actually care.” Clarity and accuracy save time and prevent errors, contributing to both efficiency and customer satisfaction.
Diplomatically Handling “Campers”
While it’s wonderful when guests are enjoying their time and lingering over conversation, extended stays after the meal can disrupt the restaurant’s table turnover rate. Guests who remain at their tables for a prolonged period after paying are often referred to as “campers,” and this can be a source of frustration for servers.
The key is to handle these situations with diplomacy and grace, avoiding any hint of rudeness or making guests feel unwelcome. Honesty is often the best approach. A polite and effective way to address campers is to say something like, “Excuse me, folks, I’ve truly enjoyed serving you, but we have another reservation arriving shortly who will need this table.” This approach is direct yet respectful, explaining the situation without being accusatory.
The Hallmarks of an Excellent Restaurant Server
According to the industry experts we interviewed, the most successful restaurant servers consistently demonstrate three core qualities:
- Adaptability
- Likeability
- Menu Mastery
Adaptability: The Key to Diverse Customer Interactions
The best servers possess a remarkable ability to “read” their customers and tailor their service style to individual needs and preferences.
“You encounter a wide spectrum of personalities in this role, and adaptability is crucial,” notes Erik Baylis of Big Onion Hospitality. “Some customers are naturally outgoing and friendly, while others are more reserved. It’s about having the interpersonal intelligence to adjust your approach accordingly and being comfortable engaging with diverse personalities.” For example, one table might appreciate friendly small talk and a more conversational server, while another might prefer efficient, no-fuss service to expedite their meal.
Caroline Markham, General Manager at Eastern Standard in Boston, describes adaptability as “tuning into what customers are implicitly asking for in terms of service style and adjusting to meet those unspoken expectations.” It’s about perceptive service that anticipates and responds to subtle cues.
Adaptability also extends to teamwork and collaboration. Being willing to assist colleagues, from helping bussers clear tables to running drinks for the bartender, demonstrates adaptability and strengthens team cohesion.
Baylis emphasizes the importance of a hospitality mindset, encouraging staff to “treat every guest as if they were entering your own home.” He explains, “If a friend came to your house, you would naturally offer to help them in any way you could. You wouldn’t hesitate to assist, regardless of whose ‘job’ it technically is. That same proactive, helpful attitude is essential in serving.”
Likeability: The Power of Positivity
A positive, can-do attitude is indispensable for building rapport with both customers and colleagues.
“During interviews, if a candidate expresses negativity towards customer complaints or displays a general aversion to handling issues, it’s a red flag,” says Carol Thomas, co-partner at Rock Creek Restaurant and Buffalo Café. “It suggests they may not be ideally suited for the server role.”
Thomas prioritizes hiring servers who are receptive to feedback and demonstrate a willingness to learn and improve. “We offer ongoing training and mentorship, pairing servers who are struggling in a particular area with more experienced colleagues,” she explains. A good server maintains composure under pressure, diffuses potentially tense situations with grace, and views constructive criticism as an opportunity for growth.
Alt text: Two servers working together harmoniously, smiling, and demonstrating teamwork in a restaurant environment.
Menu Mastery: Knowledge Builds Confidence and Trust
Eastern Standard, known for its exceptional service, invests heavily in training its front-of-house staff, recognizing that younger, less experienced servers need to confidently serve a diverse clientele, including long-time regulars with high expectations.
“How do you equip a 19-year-old server, new to the industry, to effectively and genuinely connect with seasoned diners in their forties and fifties who have seen it all?” Markham poses. “How can that server create a memorable experience that delights even the most discerning guest?”
“We focus on empowering our team to project knowledge, warmth, and genuine confidence,” Markham explains. “Initial training covers the mechanical aspects of service, POS system proficiency, and thorough familiarization with our employee handbook. But beyond the basics, we emphasize product knowledge and customer engagement skills.”
Eastern Standard conducts twice-daily briefings – once for the morning and evening teams – led by managers, sous chefs, and other staff members on a rotating schedule. These briefings cover diverse topics designed to enhance server knowledge. For instance, a recent session focused on the origins of their beef tartare and ideal wine pairings. This in-depth knowledge equips servers to engage in informed conversations with guests and provide personalized recommendations.
Following each briefing, Markham incorporates team-building activities, such as sharing positive recent dining experiences or engaging in structured learning exercises. “These sessions are designed to be participatory and engaging, not just lectures,” she emphasizes. One example of a staff bonding activity they use is the game “Two Truths and a Lie.”
While comprehensive menu knowledge is undoubtedly impressive to customers, it’s not the sole determinant of server success.
“This is where many restaurants fall short,” Baylis observes. “They prioritize finding servers who possess encyclopedic menu knowledge. At one of my locations, we have over 300 beers on tap. It’s unrealistic to expect every server to be intimately familiar with every single one!”
In situations where a server is asked about a menu item they are unfamiliar with, the willingness to find the answer is crucial. Baylis also proactively supports staff development by offering company-wide wine and beer classes to expand their product knowledge.
Ultimately, the specific expectations for servers vary across different restaurant types. Fine dining establishments may prioritize wine expertise, while a breakfast diner might value speed and accuracy. However, adaptability, amiability, and a solid foundation of knowledge are universally valuable for success in virtually any hospitality setting.
21 Essential Server Tips and Tricks
Here is a compilation of time-tested Server Tips and tricks that consistently contribute to exceptional service:
- Personalized Thank You: Write a handwritten “thank you” on guest checks. This small gesture can positively impact tips.
- Engage and Recommend: Actively engage with guests, understand their preferences, and confidently recommend drinks, appetizers, entrees, and desserts. Sell the complete dining experience!
- Positive Demeanor: Maintain a consistently positive attitude and approach guests with a genuine smile.
- Tailored Recommendations: Offer personalized recommendations based on guest preferences and your own positive experiences with menu items.
- Remember Names and Faces: Strive to remember guest names and faces, especially for repeat customers. Recognition creates a strong positive impression.
- Know Your VIPs: Be aware of and recognize the restaurant’s VIP guests and treat them with extra attentiveness.
- Active Listening: Practice active listening skills to fully understand guest requests and needs.
- Smile and Eye Contact: Smile at every guest you make eye contact with, creating a welcoming atmosphere.
- Respectful Interruption: Avoid interrupting guest conversations unnecessarily.
- Proper Handling Techniques: Handle glasses by the stem and plates by the bottom to avoid touching food contact surfaces.
- “Let Me Find Out”: Never say “I don’t know.” If unsure, respond with “Let me find out for you” and promptly seek the answer.
- Inquire Before Removing Plates: Never remove a plate with food remaining without first asking the guest if they are finished. If they indicate they are done but have uneaten food, politely inquire if there was anything wrong with the dish.
- Professional Language: Refrain from swearing or using inappropriate language in front of guests, unless it aligns with a specific restaurant theme (like a deliberately rude-themed establishment).
- Consistent Service Quality: Maintain a consistent level of excellent service throughout every course of the meal.
- Guidance on Portion Sizes: Prevent over-ordering by offering advice on portion sizes and menu item descriptions.
- Team Player Mentality: Don’t ignore guests at tables outside your assigned section. If you see someone needing assistance, step in to help.
- Remove Unnecessary Place Settings: Remove extra place settings before guests are seated if they are not needed.
- Proactive Communication on Out-of-Stock Items: Inform guests as soon as possible if the kitchen or bar is out of a particular item to avoid disappointment later.
- Professionalism with Manager Requests: If a guest requests to speak to a manager, don’t take it personally. Escort the manager to the table promptly and professionally.
- Neutral Check Placement: Always place the check in a neutral location on the table, avoiding any personal biases in placement.
- POS System Mastery: Become thoroughly proficient with your restaurant’s point of sale system. It’s your primary tool for efficient service management.
6 Server Training Tips for Restaurant Owners and Managers
1. Cultivate Meaningful Guest Interactions
Exceptional service transcends simply refilling water glasses and clearing plates. The best servers understand and address the underlying needs of their customers, forging genuine connections. For instance, if a guest asks, “What do you recommend?”, a generic “Everything is good” response shuts down further conversation.
Train servers to confidently describe two or three popular dishes in detail or recommend personal favorites. Encourage suggestive selling by prompting servers to mention specials and highlight appealing menu items, subtly encouraging guests to order more and increasing revenue.
2. Ensure Comprehensive Menu Knowledge
The more intimately servers understand the menu, the more effectively they can sell it. Ensure servers have sampled a range of dishes and provide training on drink pairings for entrees. Emphasize selling not just high-margin items, but dishes that drive customer satisfaction and repeat business.
3. Train the Entire Staff, Not Just Servers
Customer experience is a team effort. Every staff member, even those not directly serving tables, plays a crucial role. Train hostesses, for example, to enhance the initial welcome. Instead of a generic “Enjoy your dinner!”, train them to say, “We have a fantastic selection of craft beers and incredible pies for dessert. We hope you enjoy your meal!” This subtle shift sets a more enticing tone from the outset.
4. Empower Servers to Drive Loyalty and Revenue
Servers are not just order takers; with the right training, they become powerful sales drivers, loyalty builders, and brand ambassadors.
Servers are the face of your restaurant. In a competitive dining market, customers have choices. No matter how exceptional the location, food, or ambiance, poor service can ruin a meal. Conversely, outstanding service becomes a key differentiator. Reviews mentioning “good” or “great” customer service are five times more likely to award a five-star rating. Furthermore, even a half-star improvement in overall ratings can increase restaurant sales by 19 percentage points.
By training hostesses to proactively mention specific food and drink items, you create natural opportunities for servers to follow up with personalized suggestions, boosting both check averages and tip potential.
5. Measure and Analyze Server Performance
While intuition and personal preferences may guide server assignments, data-driven insights reveal true performance metrics. Beyond anecdotal observations, track server performance to understand:
- Which menu sections are top servers most successful at selling?
- Do top performers achieve faster or slower table turnover rates compared to the team average?
- What profitable pairings are top servers suggesting to increase average ticket values?
- Are wine or liquor sales more significant drivers of higher sales per cover for top performers?
- Are top servers consistently assigned to VIP or most loyal customers?
Data-driven analysis provides objective insights to identify top performers, understand their strategies, and replicate best practices across the team.
6. Listen to Server Feedback
Effective server coaching is crucial, but equally valuable are server observations. Servers are on the front lines, witnessing firsthand which entrees are consistently popular and which dishes are frequently left uneaten. Create systems to gather and analyze server feedback to gain actionable insights into menu preferences, customer trends, and areas for improvement.
Leverage Your Restaurant POS for Actionable Insights
Lightspeed’s restaurant POS and management system provides valuable data on server performance, menu profitability, sales trends, and more. Chat with one of our restaurant experts to discover how technology can streamline operations and empower data-driven decision-making for your restaurant.
