On a differend note - all about the restaurant business form the point of view of the waiting staff

You sit in a restaurant, eat and drink, however, you aren't quite satisfied in the bottom of your heart. It does not take any long until you are served however, it does not go fast either. The service is kind but rather tied up briefly. There are no misunderstandings but "Hr. Ober" (this is how you address a waiter in a Viennese Cafe [Wiener Kaffeehaus]) is questioning you a second time, just in case. What is this lack of understanding and the missing finishing touch to the final cosiness?

With this anecdote I would like to give you a glimpse behind the scenes and let you participate on the active hustle and bustle of Hr. Ober and his immense workload. It is my professional aim of achieves a mutual understanding to guarantee you satisfied restaurant visits and to make life easier for Hr. Ober.

What is catering trade?…

… is a question I asked myself from the point of view or Hr. Ober and would like to bring to paper the following satisfying answer after I carried out years of practice, followed by successfully enquiries, and night-long discussions with industry-specific colleagues.

Catering should not to be distinguished with simply dragging plates, carrying empty glasses or tap warm beer; catering trade is something that has a long-term effect, that starts long before and ends quite a while after the real operation, all the conversation and sales event with the guests itself. Catering trade is the link of numerous activities in the framework of hospitality.

The aim of the activities, between "Before" and "Afterward", (see below) is to track down needs and wishes of the consumers through conversation. To satisfy these by a confident appearance with best manners and posture, clean and neat, constantly with the motto in your mind: "Every Customer Is A King", and contains the analysis of the those to be served. Each and every one is unique, therefore wants to be treated individually. Furthermore there are VIPs, non-paying customers, friends and acquaintances of the boss and/or the bosses personally and those who maintaine the slogan: "equal opportunities", but, nevertheless want to be served as a king. In addition it is expected to plan their set menu and manage to serve it correct and in sequence, to call the courses away, to control as of whether the food is hot and the beer cold, as well as if the wine corresponds to the dish is of ambient temperature, hence appealing to the palate of the guests.

Every now and than it happens that a customer complains. To judge whether it is justified or unjustified is down to Hr. Ober. It is also his task to weed out these blemishes, to apologize to the guest and take the grieve on behalf of the boss. As it is a very common procedure in such an event that - where a complaint, there is no boss (The exception proves the rule.)

The boss only wants to see happy customers, who are utilized to achieve and maintain the highest possible turnover at no cost. In other words to accomplish the business goals set by the boss regardless of customer service, quality or guest satisfaction. Whilest reaching the companys targets Hr. Ober has to gain the right amount of tips - meaning, to earn enough tips for himself the cooks, barmen, and stewards as they are asking for their (appropriate) cut every evening.

Before:

Polishing glasses, cutlery and crockery including cruets, folding napkins, checking table position. In case you have bookings - it has to be taken care of the number of sets, possible demands for table decoration on a particular table, a seating plan to be produced, and miscellaneous or special requests taken into consideration. The tables has to be set correspondingly, the chairs put in line, broken light bulbs in the restaurant changed, cruet checked towards their level of filling, spider webs removed, the daily specials inserted into the menu, various boards written and visible positioned. Therefore, it is imperative to communicate with the kitchen, which in some cases isn't as simple as it may often seem to outsider.

Furthermore the change has to be counted in terms of self-control, to verify that the pen functional, check if you have enough cigarettes, the white shirt is really white, the bow tie sits straight and the shoes are polished. Make further sure that you have a proper shave, clean fingernails, and a correct hairstyle - that goes without saying. Correct what you are short of imminently. Take care that you do not miss the staff meal and nobody takes advantage of you regarding the section you will be responsible at. Drink coffee.

Afterwards:

You closed and looked the door after you removed the last drunken subjects which remained until long after closing times*, (that happens all the times), tables need to be cleared (presuppose it is not being done yet - normally it should have happened already) as well as the changing of the tablecloths, checking the bar stock, refill it if necessary, sales - speak turnover has to go into the safe, the bank or you cover the boss's palm with that silver. Count the tips. Not to be forgotten the tips for the kitchen, barmen and the stewards - this is important - else trouble with the namely could arise at the next day. Philosophising about the guests and the boss with the cook, the barmen, the stewards and the other waiters over a glass of wine or beer and a cigarette. After that, switch off the lights, activate the alarm system, double check if the doors are locked and call it a day. Ultimately, drag yourself into the next café to sit and stare at the fellow-sufferers and monitor how they manage to coop with their problems, which are the same as yours. Drink coffee.

*Try to buy a pair of shoes after opening hours. You won't succeed, but Hr. Ober is almost always there for you. Even if you finished your job long time ago, despite the fact that the opening hours are already exceeded.

For completion and your better understanding here be express these activities, which in general anyway renown.

Welcome the guests, take care of the wardrobe, usher them on most beautiful table of the restaurant (surprisingly almost every guest gets the most beautiful table). Present the menu, recommend the chef's special. This is, depended in which category of restaurant you are working, either the left over from yesterday, the most expensive food of the menu or a real one, especially prepared for the day. Right after that Hr. Ober has to ask whether the ladies and gentlemen would like an aperitif to start with. If so, serve them at once, then bring the wine list most quickly because it has to be taken into consideration that the honourable guests have decided by now and cannot wait to have their desperately demanded ceremonial dinner. Before, there always are some small details among the ordered items to be negotiated and clarified before one makes up ones mind finally. It is importantly not to contradict the guest. Simply because of his status, the guest is always right. Whether he pronounces a dish wrong due to the foreign origin, orders side dishes or ingredients that would not appeal an ordinary person's pallet and would not correspond to the general culinary taste at all. Even he explains his most charming companion the preparation of various dishes in detail even if he does not know the difference of fish and meat - one simply does not contradict. Due to a simple but substantial and selfish reason. Not to disgrace the guest in front of his guests. This would inevitably result in a reduction in the amount of tip. Once all uncertainties have been wiped out, an order will be generated.

Right after the order for the meal has taken Hr. Ober shall immediately recommend the most suitable wine, with the indication of the perfect pairing to the ordered dishes, this, very often, has to be discussed in detail with experts of the noble fermented grape juice. The man of world feasts himself not with ordinary staff, especially not, when the lady of his heart sits silently opposite and listens impressed to his overwhelming knowledge about the nectar. The order follows: "O'right, as real patriots we gonna check out a good native one. With the reminding forefinger lifted up and a smug smile on the lips as if one has a extensive knowledge of the subject, he adds on "It must be well chilled". The truth is, as so often, the look on the right hand side of the wine list has made the choice. The wine is being served chilled, the colour judged, opened professionally, meticulous tasted, when declared as drinkable poured and drunk on the end of the ceremony.

Whilst the guests celebrate their dinner one has to inquire whether taste, texture and the way of preparation is convenient. After the main course is finished it has to be cleared away. Finally, the satisfaction of the customers will be questioned for confirmation again. At the same time dessert, coffee and digestive has to be offered and promptly served on request.

Additional, time has to be allocated for the various important minor matters: change the ashtrays, brush the bread crumbs off the table, light the candles replace the burned ones, drinks must be poured, more bread and butter offered, established whether the portions are sufficient or if there is "supplement" needed, a short small talk with regulars is indispensable and the chef has to be introduced to VIP's.

In conclusion I would like to add that the above explanation are the incomplete activities that have to be perform an a single table and want to point out that Hr. Ober ought to look after several - up to 20 tables - under normal circumstances.

Visualize the following, you are exhausted, tired, hungry and thirsty, enter the restaurant after a stroll through the town, during a break, a long walk or in the Christmassy purchase stress, Hr. Ober will serve you friendly, nicely and courteously just because he understands that you are exhausted, tired, hungry and thirsty and prefer to see a kind face rather then a grumpy, overworked and miserable serving individual that provides you with meals and drink. Although Hr. Ober for an obvious reason, which has been presented previously in detail and therefore understandable, is also exhausted, tired, hungry and thirsty.

Being aware of this, next time you visit a restaurant, remember it and follow the most common and simple rules and behaviour regulation which you have been taught as a child and you will experience that your visit as well as Hr. Obers workload constitute much easier.