Service Standards
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The Double-Seat: Recovering When the Host Puts You in the Weeds
It happens to everyone. You have a table mid-order and a host seats a second table in your section simultaneously. Now you're managing two tables who...
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VIP Is a Protocol, Not a Person
Most operators think of VIP as a category of person. A regular, a celebrity, a high spender, someone who knows the owner. The VIP gets extra...
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How to Handle a Complaint Without Losing the Table
The complaint is not the problem. The complaint is the moment where you either earn the relationship or lose it. Guests who complain and get a good...
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The Check-Back Rule I Still Use After 20 Years
Two bites, two sips, two minutes. That's the check-back rule. After a dish or round lands at the table, give the guest two bites of food or two sips...
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The Greet. What Actually Goes in the First 30 Seconds.
The first 30 seconds sets the tone for the entire experience. Guests decide almost immediately whether this is going to be a good meal or a...
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Reading the Table in Ten Seconds
An experienced server reads a table before they say a word. The information is already there if you know where to look. I've watched servers approach...
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Napkinomics (Sean Finter)
This simple but powerful Framework to empower your staff for incredible service. https://seanfinter.com...
