Thursday, February 12, 2009

What Constitutes Good Service? (Restaurant Blog Now)

This is a question I agonize over every time I review a restaurant. It's hard to isolate what elements are brought to the table by the server and what can be attributed to training and the house style. For example, I've had very good and very bad service at the same restaurant. In cases like that, I feel like it's the waiter that brings everything; and it becomes clear there is little training. Some people want to be "friends" with their waiters; others just want the person to efficiently deliver the food and clear the table. How a waiter approaches and chats up a table could also be part of the house style.
Ironically, two of the best service I've had recently are from restaurants on opposite sides of the food chain.

In one restaurant, the staff are there at every juncture, almost appearing like magic; they seem to know when to approach the table and when to make themselves scarce. In this case, it's clear that they are not only veterans but adhere to a certain style.

Another restaurant has a rigorous training program for its staff, and much like the Ritz-Carlton, they have a certain approachable demeanor that's consistent regardless of who is working your table.
In addition, they do special things to accommodate the guests that might not necessarily be strictly classified as service, but gives the overall effect of making the customer feel special. If guests are sharing appetizers, the waiters volunteer to split the portion. If guests are paying separately the waiter prompts the guests if it is one check or if they wish the waiter to presplit the check for the table.

I'd love to know where you've had the best service, and what made it special.

No comments:

Post a Comment