Tips to help raise the level of service


 
Dining Room
 
·         Keep the room warm and cozy. 70 degrees F may be considered too cold to seniors. 68 degrees F is definitely cold to seniors.
·         Excessive noise of any kind would ruin the dining experience. Soft music would be nice.
·         A well "LIT" dining room is very important. Seniors don't like darkness during the dining experience as a general rule.
·         Easy access in and out is a must.
·         Chairs need to be comfortable and at the right height (very important). Seniors like arms on the chairs to assist them in getting out of the chair at the end of the meal.
·         The table should be the appropriate size and height.
·         Seniors don't like lines - avoid or minimize.
·         Signs are not as effective as a live person directing traffic. Seniors just don't focus too well on signs - even large ones.
·         Drafty air from the outside or the air conditioning is not good.
·         A fresh flower on the table would be a "good thing".
 
Verbal Service
 
·         Use the person’s last name unless instructed by customer to do otherwise. Mr. Smith, Mrs. Smith, etc.
·         Error on the side of formality.
·         Never talk down to seniors. They require and deserve compassion, respect, and courtesy.
·         Speak clearly, directly and not too fast, making good eye contact. But, don't speak too loud unless you know there is a hearing problem. And, be advised that some seniors will not wear a hearing aid even when they have a hearing problem.
·         Do not show impatience. Seniors operate in slow "mode". They are unable to go fast. We need to understand that. Slow down when taking their order.
 
Serving
 
·         Serve from left, "clear" from right - unless it is structurally impossible due to pillars in the way or some other obstacle.
·         Whatever you do, be consistent. Seniors enjoy consistency.
·         Service should be timely. If everyone at the table has a salad except one person, it's not a good thing. Try to serve everyone at the table, the same course at the same time. But, sometimes this is not possible due to certain customers that are much slower than the others at the table. Just be careful and do your best to be timely and coordinated.
·         Minimize paper products except for emergencies.
·         Don't handle silverware by the eating end, use the handle.
·         No fingers or thumbs on the rim of the glass.
·         No fingers or thumbs inside bowls or mugs.
·         If you refill a glass or mug, don't pour over the table. Pick up the container, and pour away from the table, not over the top of it.
·         Don't overfill glasses or mugs.
·         Do "bussing" quietly. No banging china please.
·         Don't approach a table with customers, holding a bunch of dirty dishes.
·         Return a mug or glass to the same location.
·         Do not "buss" the table until the customer is finished. Be careful on this one.
·         Do not deliver the entree until the salad or soup course is finished
·         Do not scrape dishes in front of customer.
·         Do not interrupt a conversation
·         Do not join in a conversation without being invited.
·         Seniors love the boss or the chef to pay attention to them. It makes them feel special. This practice can cause the customer to overlook minor problems instead of complaining about them.
·         Service style may vary in different parts of the country.
·         Seniors like prompt resolution of problems.
·         Seniors are more likely to complain about food, because their meal is the highlight of their day. It needs to be right.
 
Food Quality Tips
 
·         Portion size and plate presentation are important. Use a garnish when the food looks like it needs a little showbiz. When in doubt - garnish.
·         Use eatable garnishes when possible.
·         Make sure lettuce salad doesn't look dry. Have plenty of dark green lettuce mixed with the iceberg lettuce.
·         Make sure meat is not tough
·         Generally all meats should have a gravy, glaze or sauce.
·         Coffee must be great and consistent.
·         Water must not have "OFF" flavor. If it does, use bottled water or get a water filter.
·         Sandwiches should always be cut.
·         Salads should always be bite size.
·         Fresh fruit is best cut into bite size pieces.
 
Servers Appearance & Attitude
 
·         We need servers with pleasant personalities that are happy to be alive and happy to be serving our customers.
·         The uniforms are very important. We recommend black and white outfits. A white shirt (perma press) with a collar and buttons down the front is attractive. Black pants (not 100% cotton), and black aprons or black vests is suggested. A bow tie or a "dickie" finishes the job. The shirt should not look like it's been wadded up in a gym bag for 2 weeks, or appear to be yellow in color due to lack of bleach.
·         Hair, nails and hands need to be well groomed. A purple mohawk hairdo is a "NO GO". Rings and studs inserted in the face will also not do.
 
As I was writing this training module I was reminded that it's not easy to be a waiter or waitress, especially to seniors. Just look at all the details that need to be attended to. As a professional success coach, I must share with you that I would not expect a minimum wage person, or anything close to it, especially part time, to do this job well.   Actually the same goes for cooks and numerous other positions in institutional food service. Look at all the details. So what would I do? Well, that's easy. Winners just do whatever is necessary to win. They don't get locked into the rules, tradition, or status quo.   The bottom line is that to win we need to employ a little common sense.
 
Rick Erdlen
Stellar Support Services

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