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Service 101: Shame and Self Loathing in the Restaurant Industry

Service is an honorable profession
Service is an honorable profession

We live in a time where chefs are celebrated like rock stars and restaurants make great TV.  But no matter how popular chefs have become, the people who wait tables, deliver food, and clear dishes exist outside the realm of cool. Service staff occupy a space that’s filled with shame.

Discrimination against service staff is so hardwired in individuals, even journalists are unaware of their bias. The media may do a good job of elevating the status of chefs in the eyes of the dining public but many do much to continue the stereotype of a servile service staff.

Flip through a newspaper or magazine or peruse an online media site and you will find that the largest percentage of stories about waiters focus on unfavorable service styles or controversial tipping practices. Hospitality leaders like Danny Meyer may be cited in profiles about elevated service but the media does little to raise the public opinion of servers, bussers, and runners alike. Rare are the laudatory profiles of service professionals that deliver in the dining room. It seems that in popular culture, there’s no honor in making a living as a server, busser, runner, or barista.

In my professional experience, service professionals who identify themselves as career waiters or full time bussers are regarded by friends, family, customers, and the business community with pity and dishonor. Shame motivates many full time waiters and service staff to hide details of their restaurant work from friends, family, or acquaintances. Service work is—if referred to at all—is spoken about as a way to “pay the bills” until they get “a real job”.

Continue reading “Service 101: Shame and Self Loathing in the Restaurant Industry”

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Service 101: On Your Side

restaurant consulting los angeles

“Hospitality exists when you believe the other person in on your side.”               –Danny Meyer

 

The first time I became aware of this important dynamic of service, I was in my mid-twenties and more than a few years into my career as a bartender.  I’m not sure why I hadn’t seen the important link between the service person who gives a damn and an engaged customer. I might have been naturally inclined to give that sort of service, it took an extraordinary waiter with international charm to make me realize the equation needed in order to create a memorable service bond.

The restaurant was called Dali, a small Spanish tapas restaurant that straddled the border of Harvard Square and Somerville. I went there for a romantic evening out with a then boyfriend, and we were taken care of by an older fellow with grey hair and a thick Spanish accent. He was what I called “a lifer”, a person who never got out of the restaurant business. He carried himself with proud gait of a professional but was also suave and flirtatious. The waiter winked at my boyfriend with a knowing smile and made me feel like the most beautiful woman in the room. He made us feel like VIP’s as he coaxed us through the menu in a playful and knowledgeable way that felt equal parts conspiratorial and friendly.

Thanks to his service, the sangria was like nectar, the food was mind-expanding flavorful, and everything he suggested showed us a whole new world in food.

I glowed for days after that dinner. It wasn’t until later, when the gauzy haze of perfection began to fade, I was able to make out some of the key guideposts of what made his service so spectacular. His service was flawless. His movements were graceful. The waiter’s timing was spot on and, above all, the man made us both feel like he wanted nothing more than to be the best server in the world for our important celebration.

The Dali waiter showed me the importance of a guest feeling like they were the best thing that happened to him all day. He showed me the power of making a guest feel like they were taken care of, and cheered on until they had the best time of their lives. This lesson is something I carry with me in all that I do.

Tips on how to give Great Service

1) READ your guests:
When approaching a guest, read the body language, energy, and banter as you approach the table. What are the cues you pick up on? Maybe the guests are on a first date and nervously banters. Maybe the guests are old friends who desperately want to catch up. Perhaps the diners are business associates hoping to get to the meal as fast as they can. Regardless of who your guests are, you can use your powers of observations to figure out WHO your guests are.

2) LISTEN to what they want

3) IDENTIFY what your guests need:
By carefully listening for cues and clues of what a guest likes and dislikes, you will be more able to find a way to identify what your guest wants and how you can get it for them. Be aware of the need to treat guests individually when multiple guests at one table may have divergent desires.

4) Tailor make your response to the specifics of the guests’ needs:
Communicate to the guest in a manner appropriate with their needs that you identify with them and will do everything you can to make sure they are satisfied with their experience. Note: how you deliver information to a guest is just as important as how you deliver food to a table.

5) Ensure the food and service is impeccable:
Match your actions with your words. Stay on top of the ordering, delivering, and clearing of food. Read the energy of the table as the food comes out. Be aware of new needs that will come up throughout the service. Checking in with guests, changing the flow of service as necessary, and reading your table’s energy throughout the course of the meal will help to make a satisfying dining experience for your guest.

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Service 101: Vocation vs Career

I went and saw the documentary film “Jiro Dreams of Sushi” this week. If you haven’t been to the movies lately, I recommend you skip the big flicks and go check this one out. Grab a cup of coffee, make a reservation for sushi after the film, and slip into an hour and a half meditation on the passion and tireless commitment it takes to dedicate yourself to a life in the food business.

The filmmakers dive into the simple–yet vibrant–world of one of the world’s oldest and most respected sushi chefs in the world. If you haven’t heard of Jiro Ono, it’s probably because his perfect-star Michelin restaurant is tucked into an in an elbow of a corridor the Ginza train station. The space is the size of a walk-in refrigerator. A seat at Jiro’s will take you at least one month to get a reservation and will cost you about 300,000 yen.

Jiro will make you every piece of sushi. He will watch you eat every bite. The 85 year-old chef will not smile. He will measure you up. You will think he is judging you as he presses every glittering morsel of fish with his fluid hands.

Jiro is, without question, a man obsessed. Rather than retire, the chef works seven days a week. He holds himself to incredibly high standards and when he meets those impossibly high standards, he elevates them again.  He is always striving to become better. As the documentary’s title suggests, the man eats, lives for, and dreams of sushi.

Jiro’s introduction to the audience comes with a deadpan monologue to the camera about his vocation:

“You have to love your job. You must work hard. You must work long days. You must not complain. You should be grateful for the work. You must enjoy dedicating yourself to doing what you do every day.”

Chef Jiro is a craftsman with simple ingredients. Every item is hand-picked and hand-crafted by true artisans of the food world. Jiro Ono may not be famous, but he is one of the most respected sushi chefs in the world by people who know good food.

A still from "Jiro Dreams of Sushi"

Vocation, Not Career

Watching Jiro Dreams of Sushi reminds me about the importance of putting my time and energy into my vocation, not my career. Whenever I wake up with my mind spinning with to-do lists, restaurant priorities, and frustrations with situations beyond my control, I know I’m obsessing over my career. When my sleep is interrupted by an overwhelming feeling of excitement and anticipation for what the day may bring, I know I am working towards my vocation.

A career is something you do in hopes of achieving something. A vocation is a path you painstakingly carve for the love of creating beauty in the world.

Dedicating my life to my vocation isn’t always easy. There are plenty of reasons that come up every day that make me want to wrestle back my ego, start a spread chart on all the hours I work, and create slideshows dedicated to all the things that aren’t fair in the world.

A vocation requires surrender. In order to pursue a vocation, I must give up on the notion of success, prestige, and recognition. I have to submit to the idea that my work should be simple and beautiful. As the Quakers say, “Tis a gift to be simple tis a gift to be free.” In short, there’s a lot less pain and anxiety in a vocation. The challenge is wrestling one’s ego and pinning it to the mat.

So today, I remind myself to push back the drooping ivy of impossible deadlines and negative thoughts that block out all the light. Today, I dedicate myself to creating beauty in everything I do. Starting now.

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Life By Me

Life By Me Brooke Burton
Life By Me

What is most meaningful to you?

That’s not a question most people have the chance to think about on a daily basis. But if you’re Sophie Chiche, the curator of the inspiring website, Life By Me, you get to contemplate that question every day. On the colorful pages of Life By Me, you’ll find readable interviews from contributors from all walks of life. Sophie documents great conversations with Nobel Peace Prize recipients, massage therapists, designers, visionary leaders, teachers, fellow blogger Chris Gillebeau, and people like me.

What is most meaningful to you in your life?

The speed of today’s modern world has many people devoting their time to the daily monotonous tasks. Without an internal compass driving you to find meaning in the small gestures or be useful in all your actions, the daily task of keeping on top of the bills, showing up to work on time, answering emails, and putting food on the table will grind you down. But small tasks can take on a whole new significance if done with the purpose of giving, devotion, and commitment.

Life is a precious commodity. Why fill up all the spaces with meaningless tasks?

I recently had the good fortune to answer Sophie’s big question of meaning, thanks to a friend who put in a good word for me. I urge you to clear a few minutes from your busy day to spend some time looking around this inspirational online resource. If you’re interested in finding out how I answered the big question of meaning, swing by the website and read my interview here.

Do yourself a favor and pay a visit to Life By Me. Sophie and her team have created a beautiful website that sparks hope, creativity, and a desire to find meaning in the small and big moments. Life By Me makes you want to take positive action in your life to create significance.

Is what’s meaningful to you an ever-changing target?
Or does one thing in your life give you purpose?

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Service 101: A Brief History of Tipping

history of tipping

Though tipping the waiter may feel like something that’s always been part of the dining experience in America, the fact is, the act of tipping is a borrowed custom from Europe.

According to Michael Lynn, a professor at the Cornell University School of Hotel Administration, tipping in the United States began just after the American Civil War in the late 1800’s. Lynn suggests that wealthy Americans traveling abroad to Europe witnessed tipping and brought the aristocratic custom back with them to “show off,” or prove their elevated education and class.

Tipping—which may have originated in the taverns of 17th Century England, where drinkers would slip money to the waiter “to insure promptitude” or T.I.P for short—wasn’t embraced by all Americans when the custom began to make its way into our country’s taverns and dining halls. A movement against tipping began in the late 1890’s as many Americans believed that tipping went against the country’s ideals and allowed a clear servile class that would be financially dependent on a higher class.

A servile attitude for a fee

According to an article that appeared in The New York Times in 1897, there was a movement brewing against tipping in America. The anti-tipping group believed that tipping was the “vilest of imported vices” because it created an aristocratic class in a country that fought hard to eliminate a class-driven society. In 1915 six state legislators from Wisconsin, Illinois, Iowa, Nebraska, Tennessee and South Carolina attempted and failed to pass an anti-tipping bill that would make leaving gratuities unlawful.

In 1916, William Scott wrote a stinging diatribe against tipping in his book, “The Itching Palm,” in which he stood up against the policy of paying for a service twice (once for the employer and once for the employee). He decried tips to be “democracy’s mortal foe” and creates “a servile attitude for a fee.”

In the American democracy to be servile is incompatible with citizenship. Every tip given in the United States is a blow at our experiment in democracy. The custom announces to the world…that we do not believe practically that “all men are created equal.” Unless a waiter can be a gentleman, democracy is a failure. If any form of service is menial, democracy is a failure. Those Americans who dislike self-respect in servants are undesirable citizens; they belong in an aristocracy.

Scott continues, “If tipping is un-American, some day, some how, it will be uprooted like African slavery”.

Continue For More on the History of Tipping»

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Service 101: Service Not Included

service not included

One thing is for sure, if you’ve ever paid a restaurant tab you have are more than likely to have a strong opinion about tipping. Maybe you always tip 20% of the total bill. Maybe you think a 15% tip is sign enough that you’ve gotten good service. Or maybe you consider tipping a kind of frosting on the cake. Poll a random group of diners on their thoughts about tipping and within seconds you’ll feel the temperature rise as ardent responses come hurling back at you. No matter what you think about tipping, just about everyone has an opinion about what constitutes a good or bad tip.

I’m always amazed at how downright heated discussions become when the topics of service, tipping, and restaurant policies are brought up. People who have never worked in the restaurant business, lifetime servers, part time waiters, and frequent diners all seem to have strong views on the subject. For someone like myself–a restaurant professional who has worked in the industry for decades–I definitely come at this subject from an insider’s point of view. Not only do I write about service, I also read quite a bit about the subject. What surprises me the most is the ardent online chatter (nay, SCREAMING) about restaurant service.

Recently, CNN’s new food blog, Eatocracy, polled their readers on their view on tipping. Practically overnight, 45,000 opinionated readers responded with votes and lengthy ALL-CAP rants discussing exactly why they thought it was right or downright wrong to leave no tip if bad service is rendered by the waiter.

49% of voters said they left servers no tip after receiving bad service

29% left a low tip for bad service

15% said they would never leave nothing, and would never leave anything less than 15%

5% said they left a penny, just to prove a point

to Find Out Why Tipping Isn’t Optional »

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Service 101: Why Restaurants and Diners Need Restaurant Critics

Clearly, food is big business. More and more people—big corporations and media groups—want in on the current obsession with food. The Huffington Post has food coverage, the Food Network is looking to expand to a double network, and CNN just added a dedicated branch of its online division to culinary news.

But as the power of the food as entertainment grows, the force of the critic recedes. Yesterday on Time’s online magazine, Josh Ozersky wrote about the fleeting life cycle of newspaper critics and warned food lovers that web site forums like Urban Spoon and Yelp minimize the power of the newspaper critic and threaten to end the lifespan of the professional food criticism.

What’s in it for the restaurants and the diners?

Read More to Find Out Why Critics Are Important… »

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A Seafood Recipe–Inspired by an International Fish Market

fish at IMP, Los Angeles

The alarm went off at 6 AM—an uncharacteristically early wake up call for someone who waits tables past midnight. Eyes hazy from a lack of sleep, I stepped into the warm shower with dreamy thoughts of an early visit to an unfamiliar downtown market. Soon there would be coffee. And fish. Lots of fish.

International Marine Products

The day started early at International Marine Products (IMP), a small but world-class fish market open to restaurant professionals only. On the fringe of downtown Los Angeles, chefs from LA restaurants don hairnets or baseball hats while perusing the diverse selection of ice packed fish, mollusks, and shellfish.

brian and bass

Continue Razor Clam recipe »

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Foodbuzz 24, 24, 24: Zingerman’s Guide to Good Eating

Zingerman's Roadshow

“I’m craving American food!” said no one, ever.

I’ve lived in the US my entire life and never have I heard anyone exclaim such a thing. But now that I’ve eaten at Zingerman’s Roadhouse—an Ann Arbor, Michigan restaurant that celebrates the culinary traditions and artisan food makers of the United States–I’ll be saying that phrase a lot. Zingerman’s Roadhouse makes me proud to be an American and hungry for its regional specialties.

Where else can a discerning food lover enjoy tasty buttermilk fried chicken, savory Southern Carolina BBQ, sweet Hawaiian Pineapple Chicken Salad, meaty Maryland crab cakes and earthy-sweet Pennsylvania Dutch Creamed corn in one glorious location?

One trip to the Roadhouse and you’ll save yourself a three thousand mile cross-country culinary tour. The masterminds behind Zingerman’s Roadhouse studied the nation’s gastronomic traditions with the care of scholars and created a menu that celebrates the nation’s best dishes all in one central locale.


Zingerman’s puts Ann Arbor on the culinary map

Zingerman’s may have started in 1982 as solitary delicatessen dedicated to serving great sandwiches, but it has since grown to include six other establishments that consist of a bakehouse, creamery, training branch, culinary press, and an impressive mail-order artisan food company. The Roadhouse—the seventh establishment in the Zingerman’s Community of Businesses—is a tour de force where elements from all of the culinary outposts can come together.

Welcome to the Roadhouse


Enter the Roadhouse and Zingerman’s friendly staff is always happy to help. Past the blur of the busy open kitchen, beyond the colorful signage announcing daily specials and the glass cases filled with vintage salt and pepper shakers, you’ll find diners tucked away in backroom booths, bellied up to the bar or lounging outside at tables adjacent to the barbecue pit.

My husband and I sat at the bar so that we could study the names of the Michigan-local brew taps. We were impressed by the extensive selection of rare Bourbons, jars of house made maraschino cherries and containers filled with freshly squeezed juices. Unlike many restaurants across our fair country, no mixers are used and only fresh ingredients are stocked behind the bar.

Our barkeep, Adam, greeted us with an uncommon enthusiasm and excited menu descriptions that had us wishing we could order everything. Adam told us how Roadhouse Chef/Partner, Alex Young had such a commitment to fresh ingredients he started a three-acre organic farm to supply the restaurant with all its seasonal produce. Located in Dexter, Michigan, the Roadhouse’s dedicated farm produces lettuces, radishes, scapes, morels, asparagus, and almost thirty different heirloom varieties of tomatoes for the restaurant. Roadhouse food wastes are composted and trucked to the farm to improve the health of the earth.

While still mulling over the menu choices, Adam presented my husband and I with a sample of the Roadhouse’s famous barbeque. On the plate were mouthfuls of pulled pork topped with three different sauces: earthy, eastern North Carolina vinegar, sweet Memphis tomato, and spicy South Carolina mustard. Adam explained how Ed Mitchell, a North Carolina native and pit master, moved to Michigan to teach the Zingerman’s crew how to smoke free-range, heirloom-breed hogs over oak for over fourteen hours and prepare the meat southern-style.

To drink, we ordered the Jolly Pumpkin “La Roja, a sour amber craft beer that gets its tart, food friendly acidity from naturally occurring yeasts found in the brewery. Within seconds of sampling the beer, a smiling server named Brian dashed over to enthusiastically approve of our beer choice.

“Cool!” the young man with the long side burns exclaimed with unsolicited enthusiasm. “You guys picked the best beer we have!”


We paired our sour beer with Zingerman’s Chesapeake Bay Crab Cakes ($12.50). More Maryland jumbo lump blue crab meat than anything else, the cake’s sweet flavor was enhanced by a dollop of Zingerman’s ultimate tartar sauce*.

While waiting for our next course, the bartender poured us a sample of Zaison, a Belgian styled beer Jason Spaulding, the Roadhouse’s bar manager (and former New Holland Brewery’s brewmaster), created for the restaurant. As we enjoyed the beer’s zesty flavors and light style we had the good fortune of meeting Jason, and happily listened as he explained how he came to make the food-centric, single-batch brew with orange peel and black pepper.

If it isn’t clear yet that the Roadhouse isn’t your typical restaurant, it’s time to point out an important aspect that many people don’t realize is a key to Zingerman’s success: an unrivaled commitment to service. From the minute you walk through the door, every employee goes out of their way to make sure that they can help give you the best possible experience. Want to have creamed corn instead of coleslaw on your entrée? Sure. Want a behind-the-scenes look at what’s going on inside Zingerman’s Roadshow (a free standing take out “trailer” designed for speedy breakfast, lunch and dinner to-go orders)? Come on inside! At Zingerman’s, “no” is not in the employee’s vocabulary.

In preparation for the arrival of our entrees, we ordered the Dragon’s Milk Beer. This gloriously dark and hoppy beer from Michigan, gets its vanilla and mocha flavors from being aged in bourbon barrels.

The beer paired perfectly with the sweet, Niman Ranch pork ribs ($19 for a half rack). Cooked for nine hours in Alex’s Red Rage Tomato BBQ sauce, the ribs were served on—thanks to Zingerman’s yes-we-can attitude–a generous portion of South Carolina corn grits and mustard coleslaw. The sweet and meaty ribs were fall-off-the-bone tender and chewy from the long, slow cook. The grainy texture of the grits and the sweet crunch of the coleslaw made the title “side dish” seem like an insult—these were must-have bites that required our full attention.

We enjoyed the Southern Carolina mustard BBQ pork entrée ($11.50) with Pennsylvania Dutch Creamed Corn and Southern-style braised collard greens. The mustard vinegar sauce (a favorite in western South Carolina) enhanced the moist and flavorful pork without overpowering the meat’s natural flavors. The earthy sweetness and playful texture of the creamed corn played perfectly against the tart collard greens.

Had we more room for food, we would have ordered the Buttermilk-fried free range chicken with mashed potatoes, gravy and coleslaw. But we had enjoyed that dish and many others on a previous visit, and thought better to save room for dessert.

Thank god we did, because the Roadhouse brownie sundae is not to be missed. Zingerman’s bakehouse brownies are crave-worthy on their own. But served warm, with the Creamery’s fresh vanilla ice cream, a perfect amount of hot fudge and a house-made maraschino cherry—we were in heaven.

As a fan of one of America’s greatest liquors—Bourbon—I decided to try a Roadhouse specialty cocktail. . A perfect American cocktail to end a perfectly American meal, the Kentucky Bed Warmer is made with Knob Creek and Blenheim ginger ale. It’s a delightful tippler that aids digestion and makes you smile.

It’s only been a day since I visited the Roadhouse, but I can already feel a new kind of craving coming on. I turn to my husband with a smile.

“Hey honey, guess what I’m craving…”

Kentucky Bed Warmer
From Zingerman’s Roadhouse

2 ounces Knob Creek
1 ounce Orange Curacao
2 dashes Orange bitters
Blenheim ginger ale
Orange zest

Add Knob Creek, Orange Curacao and bitters to a Boston shaker filled with ice. Stir until chilled. Add to bucket glass and fill with Blenheim ginger ale. Top with orange zest and serve.

*Zingerman’s Tartar Sauce is a delicious blend of mayo, Dijon mustard, minced cornichon, minced red onion, diced plum tomatoes, Quebec cider vinegar and sugar. Try making your own version at home!

NOTE: Thank you so much to the generous people at FoodBuzz.com for their support of this blog and helping fund this food adventure.

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Food Blogging News Weekly Round Up: May 29

When burning books might be a good idea
Librarians are quick to defend freedom of speech, but a handful of them aren’t afraid to talk about the need for current titles. Proof that librarians really know when it’s time to pull a book from the shelf. Here at Awful Library Books.

Keep your hands to yourself
A regular feature at Chronicle Books’ blog is this 7×7 column that offers a restaurant insider’s view of what it takes to wait tables. Her most recent post offers this advice: Hands off! *And since the general dining public doesn’t seem to understand this concept, here is a simple reminder:

Touching your waiter is a real no-no! If you don’t know what I mean, ponder this: when was the last time you reached out and tapped your bank teller on the shoulder for service?

Burgers for everyone
Clinton loved em. Obama likes ’em too. Our new president loves his burgers.

Follow this
Ad Age thinks there are 25 people you really should be following on Twitter. Here are twenty-five cutting edge social media people you should know about.

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Service 101: Waiting tables IS an Honorable Profession

professional waiter
Waiting tables IS an honorable profession

Over the years I’ve gotten a lot of so-when-are-you-going-to-get-a-real-job-attitude for the work that I do in restaurants from friends and acquaintances. I’ve taken that attitude with a grain of salt. But frankly, I’m tired of it.

I do have a real job. I am a professional server.

There’s definitely a misconception in the minds of people outside of the service industry that restaurant work is something that’s easy, good for a fast buck and a vocation for unprofessional types. Though restaurant work is not a 9-to-5 job and doesn’t require the fabrication of cubicles or the purchase of slide projectors, restaurant workers ARE professional.

I’m not sure what it will take to change people’s mind about this…but let me be clear:

There is nothing fast nor easy about restaurants. Restaurant work is mentally challenging and physically exhausting.

When will America’s dining public start treating servers with some respect?

getting bad service getting good service
Waiting tables requires many skills, talents and virtues.

A typical day

It’s Friday afternoon at 2 pm I’m at the ironing board pressing my dress shirt and apron. While I nibble on a late lunch, I scan the pages of three-ring binder filled with food and wine notes for knowledge retention. I listen to a recording I’ve made of myself reading tasting notes on domestic and international wines. I listen to myself describe a California chardonnay so that when a table asks me about that bottle, I already have a sound bite response.

It’s 4pm and my car is parked. I tie my tie before I cross the threshold of the restaurant. A double check of my uniform for any last minute adjustments, and then I give myself a moment for a deep, cleansing breath. It’s time for service.

By 4:30 I’m in a staff meeting where changes in the menu, service issues are discussed, and guest information is shared with the front of house staff. By 6, hundreds of napkins are folded, glasses are polished, and stations are stocked for the flurry of service that is about to hit.

7 p.m. the restaurant begins to fill up. By 8pm service has kicked into high gear. Tables are sat and resat. Orders are taken, menu items described in minute detail. Food is cleared and silverware placed. Dishes are run to the back kitchen for washing. Glasses are refilled and silverware is placed before courses hit the table. Menus are dropped and egos massaged. Checks are tallied, split, cashed out and rung up.

By 9pm–after 5 hours without food or drink—I’m dehydrated. A quick sip of water and I’m back on the floor with smile. Business roars. There’s a problem that needs attention, a table needs clearing, a manager is needed to help fix an error. I push through service like a boxer at a speed bag. My mind races with details. Did I deliver that wine? Check. Did I place that steak knife? Has that entree hit the table? Did I find out what city in France that cheese was from? Check, check, check.

No night is flawless. Something goes wrong. The only thing I can prepare for is my attitude, stamina and mental preparedness. Seven hours have passed since I stepped inside the restaurant. By 11 pm service begins to slow. Full dinner guests lounge in their seats and enjoy another glass of wine. Maybe they’ll have some dessert. Or another after-dinner drink. A back-waiter prepares a double espresso, giving me just enough time to drink a full glass of water and chew a handful of nuts. There’s still a few more hours left of work. I have to keep my energy up. I adjust my tie, tuck my dress shirt into my apron and hit the floor with a smile. There’s another cocktail to deliver, a menu to drop, a table to clear, a story to tell…

By midnight I’ve handed in my cash, tipped my support staff and clocked out. By 1 am I am in my car driving home. I’m starving, craving a glass of wine and wired from a night of speed walking 7,000 square feet several hundred times.

My mind races with the cruel barbs from a guest I artfully dodged, the selfish behavior of a co-worker that made my temper flare, the European tourist that gushed verbal compliments but only left a handful of dollars on a large bill, the joke that had me quietly giggling all night, the fiscally generous guest, the out of sorts guest that went out of their way to be rude and the sweet guest that went out of their way to be kind.

Every night is different. But every night ends the same way–with my head spinning from the millions of tasks and service issues. If I’m lucky there’s a glass of wine in my hand by the end of it all.

It’s true, there are other things I would rather do on a Friday night with my time. I’d love to write full time and have my nights free. But the fact remains that as an artist there are other things I have to do to pay my bills. And I love restaurants, the food culture and the people that work doggedly day and night to put food on the table. There shouldn’t be any shame in saying I’m a server at a restaurant.

Yes, I work in the service industry. Yes, I’m a writer AND a restaurant professional. And I take my job seriously. Very seriously. I’m a professional. Respect what I do.

Other Service 101 Posts can be read here.