Restaurant Manager Table Visits
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- Опубліковано 23 сер 2024
- Restaurant Owners...Managers - are you a master at table visits? What about your servers? If not, you are missing out on a valuable gift. Learn why...
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Ryan Gromfin
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As an extravert I’ve been able to excel at table visits. When our guest experience is missing the mark I like winning the guest over. This way we don’t use front of house comps, or discounts. It works 99% of the time when the chef comes out and finds a solution to their deficit. You don’t guilt them, or ‘teach them a lesson’, or explain your self. You listen, thank and, exceed their expectation. I appreciate how you frame things in order to help our hospitality Industry realize that we are here for our guests. They aren’t always right; you have said this in a video here and there. But the ideas your spreading about being articulate and a better listener for our guests is refreshing because I use the same approach.
So glad to read that we are on the same page and the methods work for you! It's such a better approach and does make the customer *feel* like they are always right.
Can you give me a specific example of "exceeding expectations" or "winning them over" without giving them a free dessert or whatever? I'm in my first year as a full time server and would love to bring more professionalism
This sounds great in theory at an upscale restaurant with more affluent guests. If you do this in casual dining you are inviting the roughly 20% of the guests who are looking for an opportunity to "get one over on you". There are way too many guests who will use the opportunity to answer that question to get a free meal or drink. We've been in business for 41 years so we're definitely doing more right than wrong but if we asked every table if their meal exceeded expectations our comps would exceed 8% of sales each day.
You don’t have to como it or discount it. You can say “thank u for the feedback, I’ll let the server know to inform the customer that wings do not come with a side so people are clear” etc
You right
You truly need to be in every restaurant manager/owner/employees ear. If I'm ever in a position to recommend your videos to my coworkers, I will. I'm going to start the stronger approach of "is everything exceeding your expectations?" Vs my normal "is everything wonderful?" this week. With attention to dishes in particular they took off my recommendation. It almost makes my chest tighten at that thought of disappointed guests, but I'm excited to rise to the challenge of it and force my restaurant to move forward. I just have to tell the right people moving forward to adopt this way of thinking, and make them think it was their idea in the first place. You know, restaurant antics, it's as intricate Inception, a job in it's own right. I'm trying to change our culture from my current position as a waiter. Love your stuff,short story long, but big fan, 10 out of 10
LOVE this! Let us know how your slight shifts helps both you and the restaurant as a whole.
AWESOME!! I've felt like my table visits were "ok" but I'm amazed at how one little question can make such a big difference. I've always had a feeling that a guest thinks once a dish is delivered to them, "it is what it is." I'm always looking for an opportunity to improve their experience and I know that just by asking THAT question they will better understand my willingness to do anything to ensure that their meal is the best. The chance of a return visit and them spreading the word about our great service & amazing food is almost guaranteed!
100%!!!! You totally get the concept so I know it's going to work for you. Let us know how it goes!
I’m about to move up to a key manager which is just every once in a while cause normally I serve and your videos are helping me not only become a better sever but always helping me with the anxiety of moving to management. I’m not a chatty Kathy so it’s nice to know what to say cause I can get a little awkward when my guest aren’t enjoying a dish or side or whatever the problem is. 👍🏻
Hey Maurley! So glad the videos are helping! I think you will be very interested in the March videos - all about being a better manager. Stay tuned!
Always great to get back to the basics. Re focus if you will. The fact you are watching this video means you want to be better..
Amen!
This channel really helps me a lot in improving my skills in restaurant management
Wonderful! Watch for the March videos coming up - they are all about becoming a better Manager!
This has already been extremely helpful. I have some management shifts coming up and will apply this!
Great! Good luck with the changes.
Thanks very much,
Hi, Ryan! I love your channel! I'm the manager of a family owned Brazilian restaurant in Los Angeles and I think your tips are VERY useful!!! Thanks for sharing your experience, keep it up, please! All the best for your, man!
Thank you! Glad you find the tips useful!!
I'm just starting a job as a manager in a restaurant. Your tips really help me more how to receive guest and customers.
Glad the tips were helpful! How you greet customers is SO important!
Touched on so many Great Topics to Elevate the guest Experience! That’s not only building a profitable business, but creating and unforgettable culture that we all want in our Restaurants!
Thanks for Sharing
Exactly!!!! That is how restaurants will succeed in today's culture.
“TELL THEIR FIENDS ABOUT IT” 🤣 Sorry I just read it on the slide and cracked up a little, great tips, Boss. Thanks a bunch!
Yeah....I am known for my typos. LOL!
I thought I was the only one that noticed things like this LOL
I'm coming up to my first year as a shift coordinator/ assistant manager. I've had many learning experiences and I've been following you throu my journey and your videos have been extreamy helpful.
Wonderful - love to read this! Good luck on your continued growth and let us know if there is a video topic you'd like to see.
Thank you for your great videos! I am a culinary arts instructor, and it is always good to find short-and-sweet videos to reinforce what I am teaching. Covid has definitely made me more reliant on UA-cam and videos like you are producing!
Video has always been a powerful and it is definitely more so these days!
Thank you for these videos! My three partners and I are opening a brand new franchise next Spring 2021 and, because I’ve never worked in the restaurant industry, these videos are most helpful. I like that you present information in an easy-to-understand manner. Thank you!
Good luck on your (ad)venture, Mona! I am glad the videos are helpful. I suggest joining my email list as we have some special end of year promotions coming up that might really help you guys out! therestaurantboss.com
Excellent video. I'd love to see you roleplay the whole customer experience from coming in to leaving the restaurant.
Good idea! I will add that to the video list.
I’ve watched so many of your videos now. Your content is so valuable. I appreciate you for sharing so much great information with us !
Thanks! We appreciate you being here :)
Dawn - Team TRB
This video was excellent. I am a new manager and I need to start asking people if everything exceeded their expectations. This video exceeded my expectations.
Fantastic and thank you so much! Your feedback is so important to us.
Thanks to your previous videos, I've actually had the courage to speak like this to customers and the results are awesome. I try to be really specific when asking feedback. If they asked for a garlic sauce, I ask, was it spicy enough? or similar stances. My GM is not to keen on critical feedback, so I try to convince him that it is "a gift" just as you mentioned. Thank you for your channel man!
Wow - this is awesome! Congrats on having the moxy to try something new. I hope it continues to go well - just stay with it...consistency is key!
Thanks for these helpful tips. I'm about to start as a front end manager, I've never been in the restaurant industry, doing research now, and just looking for tips/ideas.
Glad it was helpful. We have 3 more videos coming this month that are related to the topic. You might also consider taking our Restaurant Manger Certification course that opens 3/23. therestaurantboss.com/programs/rmc/waitlist/
I am general manager of restaurant and you are right ,I learned a lot by you and I following you and learn but here in New York is very hard teach the restaurant owners how is the restaurant successful. But you are right
Hi Ramon! New York is a tough market, agree. The key will be consistency and baby steps.
in a short time that i watch your video ive learned a lot..hoping for more video like this cause ive learn for free..thank you and more subscribers to come
Thank You for reminding me.
I will go back to doing this.
Love it! Good luck!
That's so nice. This is a new way to me of visiting a table. That's so helpful to me. Thank you once again
So glad it was helpful!
Dear Chef, I really loved your videos ..... AWESOME keep updating us,
Have a Rocking day or Night
Thank you! You too!!!
Thank you
Thank you all your videos is helping us as a managers
So happy to read this - thank you!
Keep up the good work pal
Extremely helpful tips.Thank you so much😊
Glad it was helpful!
Thank for those tips. Hopefully my manager restaurant watch this video, it perhaps brings our work place busy than ever. By the way thanks for all stuff you share.
Good luck, Ardi! I do hope it helps.
Table touches are strange for the customers also. But my friend and I used to go to a place where the food wasn't even the most amazing. It was a nice restaurant, but we didn't go for the food. We went for the staff. The manager used to walk around like he had nothing to do. He seemed like he owned the place and he didn't need the money. It felt like he might walk up wiht a bottle of wine and just give you a drink because what else does he have to do...Hello ladies, what are you two doing? HAHAHAH We felt rich and fancy just being in that place and it wasn't the Ritz.. haha I have also found that no one wants to tell the manager about problems. People would rather just not come back and tell everyone why. I have had people reduce tips and say oh the server will understand because I am giving less than 20%. Once, I went to the server and explained this. My friends were astonished. Why Why would I do that? And I am like the server was young and probably new and you just shorted her on the idea that she will figure it. So I went to her and filled in the tip and told her exactly what happened. This way, she can work on this and get bigger tips. Instead of people, just talking bad about her behind her back.
What a great thing to do, and you are right. People can't learn what they don't know!
@@Therestaurantboss Yeah, the manager came over and they told him that there was no problems..... and then when it was time to tip. They shorted her on the idea that it would be a lesson because she forgot to bring more water. Like there is a National Institute of wait serving. .. I was thinking you can see in her eyes that she is new. So I embarrassed them and turned into a mamma bear and walked all the way to the back and gave her cash and explained what happened. I mean, she would have probably been happy to get the 15 percent and never knew about your LIFE LESSON.
Great words of wisdom, thank you for creating this content!
Glad you enjoyed it!
I rarely give comment on videos but it seems a lot to you so... Enjoyed your videos. They are exceedingly helpful.
Wow - thank you so much for taking the time to comment - it does mean a lot to me!
Such a wealth of knowledge on your channel, thank you!!!
Thank you - so glad my videos are helpful.
Thank you for the great video
Glad you enjoyed it
Good info. Some times managers forget how to dress up. Customers love it
Absolutely!!
need 1 of these for HOTEL management
This video was helpful. I appreciate brotha
I can tell and I can see the signs that I will go from assistant general manager to general manager and i will anticipate what to do and how to do it which means the fact that I waited will pay off and so will my patience
How wonderful! I hope all your hard work pays off quickly!
-Dawn, Team TRB
Ty!!!!!
Great video, Ryan
Glad you enjoyed it
Sir your videos is awesome. And helpful information..hospitality career
So nice of you! Thank you!
Great
Great video. Thanks for sharing your knowledge
You are most welcome. Thank you for watching!
Great content on this channel, but this is not how I have trained managers to meet guests at the table. This is better than no check-in, but there are some better strategies, imo. Just found this channel and you've done a great job.
So helpful 😊
Glad it was helpful!
Great boss
I like the video! I’m a new assistant manager, any tips on opening a new restaurant? We open within the next week. Or do you have any videos to refer me to?
This is a great video thank you for your insight!
Glad it was helpful!
Your videos are amazing!
Reilly interesting
Glad you are enjoying them.
You are just great
Thanks Raju!
Dear Ryan, one of the hardest things is to maintain this strategy is specially when you work in a highly turnover Restaurant.. mostly servers need to just get rid of the customer while they have a long waiting list
I agree every restaurant is different and not every strategy will apply to your restaurant.
Great tools these questions opened my eyes.
I hope they work for you!
I love these videos they are so greattttt
Great insight
Thanks Ryan
Thank you very much
Just Great!!!
very helpful
Unfortuantely, most of the time waiters and manager understimate the importance of the table visit, but it is essential instead to make sure they are enjoying their meal and avoiding further complaints
Thanks a lot for your tips! You’re amazing
Thank YOU!
You are awesome
Thank you so much!
Great video. New watcher and enjoining your content
Welcome, sir!
I really love all your videos, so you make video how to handle guest complaints about the foods and drinks?
Hi Naroth! Please see if this video has the information you are looking for: www.therestaurantboss.com/the-customer-is-not-always-right
Great video..thank you!
Glad you liked it!
Hello...thanks for this perfect video...j have a question...do we have to do these things and ask every dear customer walks in the restaurant??
Awesome videos and very helpful!
Thank you!
Thanks for the perfect video brothet.Do we have to ask every dear customer these questions?
Yes, you should. Great customer service should extend to all customers.
I like this channel, but we need post Co-Vid videos. These customers are nuts EXPECTING everything is the way it used to be!!
Hi Gina! Thank you for your comment. I did a lot of COVID content when the pandemic started and have done a few videos on recovery. Can you elaborate on what you mean above?
@@Therestaurantboss the situation is there's not enough staff for the demands of the public. Imho, people are getting together and going out to eat, you know several 10 to 20 to 40 people at a time. The kitchen can only cook so much, the wait is about 2hrs and the servers are the people getting yelled at and tipped less because of it
Thanks for the video. We are opening one restaurant this summer. Suggest us any playlist which will help.
Monzur Al Ferdous 35 years in the restaurant business and your biggest issues will be your employees/staff. Training them is at the upmost important. Don’t expect them to think like you do. Years ago we could get by on Just ok service and food. Now everything has to be the Best possible Standard. From cleanliness, Service and the food
We are going to say ALL of the playlists - LOL! But seriously - watch as many videos as you can and grab the free resources on my website: therestaurantboss.com
@@Therestaurantboss Thats awesome! Thanks pal
@@gene978 yes friend. I am already afraid. What are the top notes from you regarding training them and dealing with this problem?
Great tip, very useful.
Glad it was helpful!
Keep the videos going!
I , as a guest, when they ask me if everything is good, even when I don't like something I just say yea it's fine, I'm afraid to be honest because I think that they might think I am trying to get a free meal or something free. But in reality I've gone to many restaurants alone and with family and many time we didn't like the food but we just say it's fine and we leave unhappy especially after paying top dollar for the food. For example, my family and I went to this Agentine steakhouse expecting the Asado to be amazing since Argentines are know for their Asados, but no we left really unhappy and the food was expensive as hell. We have never gone back to that place ever again and that was like 3 years ago. And I have many other examples. Especially here in Orlando, FL the food is hit or miss. It's hard to find a great restaurant with quality food. I love the food up north in Jersey and New York, wayyyyy better. What would you do in that type of scenario as a guest and the manager comes to your table and asks if everything is good, and in reality you are not liking the food, the service could be great but if they dropped the ball on the food, would you be honest and tell them.
Absolutely! They need the feedback. And if the person is asking the question properly, you won't have to feel bad about answering honestly.
Love it!
Love your videos!
Thank you!
Thanks for being so damn helpful
Ha! You are very welcome!
Your video always inspire me
Thank you so much! Appreciate the comment.
Great video!
Thanks!
Can you use these in Fast Casual dining like Arby’s? I plan to be a owner of a fast food restaurant and these videos help me learn more about it.
Absolutely! Chick Fil A is a master at them!
This is very helpful video!!
Thank you! Glad it helped!
Love it
At Arby’s we use B L A S T.
Believe
Listen
Apologize
Solve
Thank
Love that acronym! Thank you for sharing.
I agreed fully with you,
But I have a concern, chefs design food and most the times like to keep as it’s for various reasons, price and taste, so as you know moment we change or add price change.
Unfortunately we can’t charge a costumer for something we didn’t advise, because most the time they are taking for granted it’s for free.
Please advise, or
Thank you.
Can you please clarify your question, I am a bit confused.
@@Therestaurantboss , way I said, your practise I agreed fully , but so far in very few places do that.
By the way I like your videos, thank you for sharing,
Hi, can u make video on restaurant skill assessment questions
Hi Pretti! Thank you for the suggestion. I have added to the mix.
I'm interested to learn more from you about this fields
Hi Antonio! Do you have a specific question I can answer?
Sometimes when I am in a restaurant, I get nervous, when the
manager comes over to my table.
What I have going on in my head is
"Oh boy! Give it to me straight. What
exactly was I doing that was rubbing the other customers the wrong way?"
Love from india
Interested boss
😊
more video on this bro.... plz plz plz👌👌👌
Sure! Do you have something specific in mind?
@@Therestaurantboss ABOUT Managers
Love your videos! I do have a question though. We offer free bread before our guests eat their meal. The problem we are having is getting so busy that we get behind on bread tickets and some guests don’t get bread until the middle of their meal and sometimes not at all. Almost every bad review we get starts with, “to start things off, we didn’t get cheese biscuits with our meal.” How can we fix this??
Get the bread out faster. It is about making a decision, why is it going so slow, why not fire the bread as people walk in to the restaurant, make it in batches.
I don't think a managers drop by, especially after the server has already done a check back, will be welcomed by diners in Europe. Especially whilst they are eating. I personally do not want to be interrupted more than once by staff, unless I do seek their attention. Or we obviously need more drinks or our glasses refilled from the bottle of wine we have by our table.
Hello if im in lebanon how could i take trainings with you please help
Hi Elie! All of my training programs are online, so as long as you speak English you will be able to take the training courses. If you are looking for one-on-one training then we do that over Zoom.
@@Therestaurantboss for sure thank you dear once i finish all your youtube videos will take the online courses could you please send me the link
I do not have a problem with this, as long as the manager doesn't come over to my table, to ask me TO KNOCK OFF THE WACKY BEHAVIOR/OR ASK ME WHAT MY PRBLEM IS/ OR TELL ME TO KEEP MY VOICE DOWN/OR TELL ME TO WATCH MY MOUTH.....ETC.
Boss where are you from?
California
You're opening up a can of worms by asking that queation(s). Introduce yourself then ask them how everything turned out. Then hand them a free app card. That's how you do it!
Isn't that the entire point, is to get honest feedback to improve. Yes we are opening up a can of worms, I don't want a guest leaving with something to say and never coming back, I want to hear it and give us a chance to correct it.
We never introduced ourselves at a table. If a guest wants to know who you are they will ask.
With all due respect, I am going to disagree with you. The waitstaff is there to serve and is the "face" of your restaurant. They should be the one to greet their customers; not the other way around.
The Restaurant Boss I totally get it. I don’t think there’s a right or wrong here. And I would say for the majority of restaurants introductions are warranted. I was trained by a man who was Maitre D at La Familia in Beverly Hills. His system was uber fine dining. Just a difference of philosophy. Appreciate your videos!
@@ChefClary60 I understand the difference between fine dining and casual, BUT I will say that just because a restaurant may not be uber fine dining does NOT mean that you can not provide welcoming and gracious service. Chick-fil-a is fast food and I see their owners/managers checking on tables and introducing themselves, Excellence and Service are mindsets, they are not reserved for certain people or places only. Thank you for the healthy conversation and thank you for contributing.
Thank you
Thank you
You're welcome!
-Dawn, Team TRB