really, really, really inexperienced waitstaff

I could use some help on this one: it seem the only requirement to wait tables at this club is that you're breathing. They're (for the most part) sweet, dumb, goofy college kids. They don't have much training and I spend an awful lot of time explaining where the lemons, mayo, ect are kept (i.e. See the big door? It's the walk in where we keep the cold stuff...) I don't know where to complain to, I can't train theese people too, the kitchen is always goin' down like Value Jet. Any suggetions? And yes, I've tried "Huh? I can't hear you, the vent's loud." But really the kids are too dumb for that one....

[Pete]

This is a problem industry wide. Waitstaff who are just waiting for their "real jobs" to come along. The key to waiters is training, training, training. And then more training. This needs to be the FOH manager's job, but I also think the chef needs to get involved. One saturday, instead of wine class have the chef talk about issues important to him such as the way food is rung in, behavior in the kitchen, how to set up the food parts of the service station, etc. And remind them every so often at pre-shift briefings. You do have those every day right? If not you should. Every day to go over specials, 86'ed items, service issues, new wines, etc. I have also found out that the majority of servers are only motivated by the god awful amounts of money they walk away with every night. Use this to your advantage. Reward your best servers with the best stations, give quizes and if they fail, either send them home or give them the worst stations and fewer covers. Hit them where it hurts and you will quickly see a turn around in their intelligence.

Have to agree with Pete on this one, this is a major problem in our industry. I have yet to meet a server who has told me that this is what they want to do for the rest of my life. Most people are just working their way through college or waiting for their next acting job. I have found though that if you work in higher level restaurants such as a 2-3 star place you usually don't have to many problems. It is pretty clearly understood by most that you are trying to accomplish something great with your restaurant. However, I have worked in family style places, breweries, etc, and wait staffing is a nightmare. All college kids or moms who need part time work who dread coming to work, and can't wait to leave. Try explaining specials to them HA, what a joke. All they say is can we eat now... I feel for you Spot, but here is what I would do.
First I always try to remain calm and not get mad at them. Second explain to them the importance of the food and that you take a lot of pride in your work. Third, you can try and try to get them to be more serious, but it is not your job. If your front of the house manager doesn't recognise the problems of his/her staff then there is little you can do except talk with them and if need be go above them to the whoever is in charge. You manage the back of the house, someone else should be taking care of the front, if they are not then you need a new front of the house manager.



[This message has been edited by Chef Joe (edited July 06, 2000).]

Who does the hiring of the wait staff in your establishment? It would be my guess that is were your problem starts. I have an excellent wait staff, and I interviewed them along with the front of the house manager. This is not typical, but it is something we agreed to do. It was a good oportunity because it gives me a reasonable idea of what someones skill level is before they come on board. I have also found that paying a little higher wage to more experienced servers is worth the stretch.

If your paying highschool wages, then expect highschool level workers.

I TRY TO WORK WITH THE WAITSTAFF WHERE I AM EMPLOYED I WILL DO A PREMEAL AND EXPLAIN (IN DETAIL) MY SPECIALS ALTHOUGH THAT DOESNT WORK MUCH SOMETIMES. MY PROBLEM IS THEY DONT CARE ABOUT THE PRODUCT THEY ARE SELLING JUST GETTING THAT TIP IN THE POCKET. THEY MAKE ME NEUROTIC AT TIMES. THEY CONSTENTLY COME INTO MY KITCHEN AND SAY WHAT IS IN THAT WEIRD DISH AGAIN OR HOW DO YOU SAY THAT NAME I TELL THEM TO TAKE NOTES BUT THEY DONT SO I USUALLY GO TO THE GM AND SAY HEY WHAT GIVES WHERE DID U FIND THESE PEOPLE AT WENDY'S
THANK GOD THERE ARE 3 OR 4 THAT KNOW WHAT THEY ARE DOING

[Pete]

The other problem I have is that I can't make the specials i run too inexpensive, or the waitstaff won't sell them. They only want to sell the expensive items to increase their check average and their tips.

[chefjohnpaul]

I agree with Chef Joe. We have some people on the floor that I am convinced have simply snuck into the Hotel and donned an apron because if they had a real interview they would not have made it past "Hello." One such approached the pantry and asked what Romaine lettuce was, then held up a fruit platter and asked if this was the 'half grapefruit'.(This is a 5 diamond hotel mind you)

Then we have the older truely experienced waitstaff that doesn't seem to want to cooperate with you and a younger fairly green floor manager is too intimidated by this older figure to discipline. I'll tell you this problem is universal, it needs to be delt with by front of the house but it effects everybody and can be frustrating.

Then once in a blue moon that outstanding professional waitperson comes along that you will bend over backwards to accomodate. We need more of them and they are worth their weight(wait?) in tips, because tips aren't their primary focus, they are truely proffessionals that go the extra mile.

[cookM]

Once my friend got all pissed off one day cause one of the waiters told customers during lunch that they were running *Marin* fish instead of Mahi.

[chefjohnpaul]

Originally posted by cookM:
Once my friend got all pissed off one day cause one of the waiters told customers during lunch that they were running *Marin* fish instead of Mahi.

I remember years ago the cook in our hotel cafe' couldn't understand why he wasn't selling the pasta "fruits de mer" because it was really good. I had just walked out into the cafe'dining room and overheard the waitress tell a customer that she thought the pasta was "spaghetti with some kinda' fish in it." I'll bet that may have had something to do with the low sales, no?

I recently had a waiter come into my back kitchen all proud of herself because she managed to "score" a cigarette off a "cool looking" customer that she did not know.

HELP ME!

[Chef David Simpson]

mofo 1,
If you have the power to fire her, then do so. This is very disrespectful to the restuarant in all. I would never put up with this kind of behavour from my staff.

I agree. I was truly horrified. I recommended that she be fired. She quit three days later. Problem solved.

p.s. She didn't understand why I was so upset.

Wow. I abandoned this a few months back--so, it's not just me. Even with a change in front-of the house management, the waits have actually gotten WORSE....

[Nick.Shu]

given that education + experience = knowledge/competence, let me say that it isnt always so -

let me relate to the current assistant restaurant manager.

hmm, lets go:

AM:"oh, im having a little break, can you make me something?

Me:"sure ok, what would you like ? (me cleaning the flattop grill)

AM: i want a burger!

Me:"you want a burger, are you f**king blind, what do you think im doing now?

AM: cleaning the grill

Me: Funnily enough iam, and what do you think i cook on flattop grills?

AM: Burgers and stuff

Me: Uh huh, you are right. May i make a suggestion?

AM: OK

Me: you should consider suing your parents for dropping you on your head as a baby.

AM: oh

Generally i dont mind cooking for staff. After watching him scoff down 3 meals and then go and stuff up many a docket and generate absolute pandemonium in my kitchen, i feel that the fact that he consumes oxygen is a waste let alone feeding him many time daily and being repaid in errors.

But anyway.