I agree with most all of the issues pointed out in this article. I am usually the first person to stand up and applaud <in my head> when a customer with bratty kids; or overly drunk; or loud and obnoxious to the staff is 86ed.
I do have an issue with this statement:
I think it is also the responsibility of the owner/manager to at least try to school their charges in the art of "making maximum tips." Some of these newly hatched waiters/waitresses don't realize that they can rack up much higher tips with just a minimum amount of effort on their part.
Learning to "read" customers' needs is key...Is the toddler at the table getting restless? Offer some type of simple snack or crayons/paper to the Mom. Has the oaf-of-a-hubby not pulled his wife's chair out?...assist the lady with the chair and her coat. Have you noticed a napkin or a piece of silverware had fallen on the floor?...respond with a fresh, clean item. Is the now-setting-sun shining on the table?...ask if they would like the window covering adjusted. Every time you pass through your stations, cast an eye over all your tables to see if someone needs something that you can bring out on your next pass.
Of course waiters and waitresses don't really need or are required to do the above...but if they adopt and continue such practices, I guarantee that over time they'll walk home with heavier pockets at the end of their shifts.
I went to a restaurant on Pensacola Beach two seasons ago and our host ordered a mid-priced bottle of wine <the wines in this restaurant went from $30 - $175 per bottle>. The waitress came out with the bottle, didn't show the label and immediately started hacking away at the collar with the bladed-end of a corkscrew. Our host stopped the young lady before she hurt herself and asked if she was having a problem. She looked at him with moist eyes and said, "I don't know how to do this, I just started working dinner shift tonight."
Our host took pity on the poor girl and showed her how to property serve wine...from showing the patron the label before uncorking the wine; to removing the cork and presenting it to the host; to not having the bottle touch the glass while pouring; to letting the host first taste the wine; to the proper order of serving the wine around the table; etc, etc. He had a great time teaching this young lady her craft--but was slightly annoyed at the head waiter/manager who didn't take the time to teach this youngster before throwing her to the lions.
Shame on the owners/managers/head waiters that don't take the time to train staff properly. It's not just about "rules and policies" it's also about style, pride and skill that will result in big dividends for the employees (and the restaurant too).
