Meals in Italia are occasions. No matter whether a Trattoria, a Ristorante, an Osteria or simple place to pick up pizza the meal is an event. The food and it's quality is important; As important as the food is the quality of the service! In Europe waitstaff is professional; A trained professional in the service of serving gastronomical offerings to the guest.
There is no shame in wonderful service. As a matter of fact in the United States the level of the gratuity depends on the ability of the wait person to engage, create "rapport" and determine the guest's "strategy. The owners, managers assume prior experience in some other property qualifies the applicant for the job. A person can have a “ ice" personality good presentation and when confronted with a table assume the greeting is the essence of service and all they have to do is take the order and deliver it, asking if everything is OK a bit down the road. That approach couldn't be farther from the truth!
A competent wait person must be able to establish rapport and read strategy in order to create the perfect service atmosphere for the patron anticipating what is needed next at the table without asking. The “Gratuity" and their income depend on it!
Imagine the perfect scenario: Customer arrives, is greeted in a way that is warm, inviting and impersonal. Absolutely contradictory but the business is there to serve, not become personal friends with the patron. The service should be professional and friendly yet impersonal. This is what we do --- we teach this and make sure it happens correctly.
Think about it: Guest arrives looking forward to a great meal and a great time at "the event" [The event can be a couple or a table for 20, there is no difference.] The greeting is perfect, they are seated, the waitperson does his/her job perfectly and the result is 1. a better than average gratuity, 2. higher "sell-up" for a higher check and 3. a return patron because of the perceived value of the experience. Its a win - win for everyone.
If you would like this in your restaurant, or place of business contact — Rob. 775-230-6280
http://www.gigliassociates.com
E-Mail: shaman.rob@gmail.com