Insights on hospitality from a restaurant professional
One of the main goals of being of service, is to give to the customer what they want.
The problem is, many people in this world aren’t exactly clear on what exactly that is. Customers–people like you and me–get mucked up by all the No’s, the Should’s, and the Can not’s. We have a hard time getting to what we want and need because we don’t really understand what we will allow ourselves to have.
I respect restaurants. I respect people. So why is it that so many diners don’t respect me when I’m dressed in a waiter’s uniform?
The answer is simple: many customers don’t believe waiters to be professionals and therefore don’t merit their respect.
As a server and bartender, I am expected to be friendly, courteous, and skilled at my job–regardless of how poorly my diners treat me. If I greet a table with a smile and they glare at me with hate, I must pretend that their attitude doesn’t affect me. If a guest barks because they feel uncomfortable not understanding the menu, I am required to empathize and respond with kindness. If a patron interrupts me while I am helping another guest, I am obligated to defend the other diner’s right to service while maintaining good communication with the impatient one. If a dish comes out of the kitchen that a particular guest doesn’t like, I am expected to apologize and assuage their anger—regardless if I am accused of intentionally trying to ruin their big night out.
Fine. I’m a professional. I can handle big expectations. But what is expected of the guest? Surely human kindness should be on the list.