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5 Things Restaurant Staff Should Never Do

By Rohhan Joshi, Co-Founder & Chief Innovator, Krustys Bistro & Bar

Tuesday, January 2, 2018, 12:50 Hrs  [IST]

Dining out is something we all fancy and look forward to. Be it any occasion, a birthday celebration, an anniversary celebration, your graduation party or maybe you just want to enjoy and savour a hearty meal after a long day at work. Whatever be your reason, your entire dining experience matters and should make you want to come back to the place.

Being a travel enthusiast and having travelled extensively, I have had the opportunity to explore different dining experiences across the world. In order to make one’s dining experience noteworthy, following are five blunders restaurant staff should avoid at all cost:

1) Avoid eavesdropping on conversations:
The phrase ‘Too many cooks spoil the broth’ could be aptly applied here. An optimum number of staff members to carry out duties does the job. Having too many people on board tends to give rise to pointless conversations among staff neglecting the needs of customers. It also leads to staff members inadvertently eavesdropping on customer conversations.

2) Avoid dull greetings and being overtly inquisitive:
Staff should always make it a point to be warm while greeting customers. The fine line between being friendly and being overly inquisitive is something they should always bear in mind. Make sure you give the customer enough personal space during the meal without compromising on service standards. Service staff should be “invisible” around the customer yet quickly responsive when the customer wants to order something from the menu or
proactive to anticipate certain needs of the customer like refilling a glass of water or wine without her having to explicitly ask for it.

3) Avoid losing your professionalism:
Every staff member should make it a point to be professional at all times. No matter how tricky or challenging an unforeseen situation may get, one should know how to handle it professionally. Keeping personal opinions aside, and instead understanding the customer’s point of view and accepting feedback with a positive attitude should be the ideal behaviour.

4) Avoid making false promises to deliver a dish:
Staff members should be transparent in dealing with customers. If a dish is going to take longer to deliver because the restaurant is unusually busy, understaffed or the dish itself requires a higher preparation time, be honest when taking the order. It gives the customer the option to choose another dish in case they are in a hurry or at the very least they are mentally prepared to wait a bit longer. Under-promising and over-delivering is far better than vice versa.

5) Avoid losing your temper:
There’s a reason why the Hospitality sector is considered so challenging. Keeping your emotions at bay even while dealing with picky customers should always be high priority. Customers hardly ever forget being ill-treated, and hence, staff should always respect the customer’s opinion and manage the situation with tact and patience.

The views expressed within this column are the opinion of the author, and may not necessarily be endorsed by the publication.

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