Art Chowder July | August 2017, Issue 10 | Page 46

THE CHALLENGE OF EXCELLENT SERVICE
By Julie Raftis-Litzenberger
u
No pointing— this is a negative gesture, isolating an

u Pace— speed
individual or incident, causing others to look (use an open palm
gesture instead, which is much more welcoming and discreet.
does not equal efficiency, and often
sends the message the server is hurried or (as we say in the in-
dustry) “in the weeds.” Calm, measured steps indicate control
and confidence.

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Stature/Posture — you will see Orlando’s student
servers with one arm behind their back as they move through
the restaurant, which physically slows them down, makes them
stand straighter, and removes a potentially lethal weapon (a
swinging arm in a crowded dining room could spell disaster)!

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Volume— any communication between restaurant
staff members is just that—between staff—and should not be
shared with guests whether intentional or not.
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Language— address all patrons as “sir”, “ma’am” or
“folks”—anything but “you guys”. Never talk in slang or half
words such as “hey there”, “how ya doin’ tonight”, etc. Use the
words as you would spell them, and as if you were addressing
your Grandmother.
Mechanics of Service:
These are the specific standards that have
seen change over the years from Europe
to America. These apply to a set standard
such as serving all food on the left of the
guest with the server’s left hand, serving
beverages and clearing plates on the right
of the guest with the server’s right hand,
etc. Whether the right/left standard var-
ies does not really matter, as long as the
server always employs what I call the
“hug” method, whereby the server sets
down a plate or refills a beverage with
the hand closest to you. They must al-
ways be using the “outside” hand/arm as
if to form a hug, lest they put their arm
in your personal space forcing you to sit
back to accommodate not being touched
or encroached upon.
46 ART CHOWDER MAGAZINE