Page 100 - Waiter-Learner Manual (ENGLISH).indd

FOOD AND BEVERAGE SERVICE - LEARNER'S MANUAL

7.2.1 Anticipating Guests’ Needs

Has a server at a restaurant ever offered you something you wanted or needed before
you asked for it? If so, how did feel about that dining experience? Probably pretty good.
That’s the type of service every restaurant server should provide guests. Whenever
appropriate, take whatever steps are necessary to make sure each guest has a positive
experience. As you greet guests, determine their needs. For instance:

Guests with young children often do not have time for long, leisurely dinners. They may
appreciate friendly service that is quick and efficient.

Senior citizens and guests dining alone may appreciate some extra attention.

Guests having a business meeting probably do not want to be disturbed. They may
appreciate it if you try to accomplish as much as possible each time you’re at the
table. You may also ask questions to determine what guests expect from the dining
experience. For example:
• If guests arrive with a child, ask if they would like you to serve the child’s food as
soon as it’s ready- even if the other entrees are not ready.
• If guests seem to be celebrating, ask what the occasion is and offer to bring an
appropriate beverage, dessert, or other items to make their meal more enjoyable.
• If guests are having trouble deciding between two appetizers (starters) or
other items, ask if you can answer any questions about the menu for them. By
anticipating guests’ needs, you will exceed guests’ expectations and help make
each guest’s dining experience an enjoyable one.

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