Quality qualities – What Makes a Top Quality Server?
It takes some savvy and charisma, along with
knowledge of drinks, to be a successful bartender. This is one of those jobs in
which your success depends on your personality more than anything else. You
need to be a provider of drinks, a server, an organiser, a cashier, a friend, a
psychiatrist and a neat freak among other things.
Over all of these things - You are the face of
your establishment.
First
impressions are essential.
To a customer, YOU are the business you work for, and might be one of the only
contacts a customer has with your location. When you work in the service
industry, you are constantly in the public eye. The entire experience of a food
and drink establishment goes way beyond only
food and drink – it’s up to you to maintain a continuous positive attitude
between you and your guests. The return on that positivity will repay your
location by growing the business through repeat custom and turn your customers
into fans and advocates.
Always give
your customers a warm welcome. A well delivered welcome will
automatically put a customer at ease and will establish a rapport. Introduce
yourself when you can; by creating a personal relationship with a customer will
make for easier transactions. When you learn their name, remember it and use it
when you can. Nothing is more unique to a person than their name and using it appropriately
will make your guest feel extra special. And don’t forget to thank them for
their custom when they are departing to show you valued their business – this
will leave a lasting impression on your guests. If
for some reason you are busy and cannot help a guest when they first arrive,
make sure that you let the customer know that they will be waited on right
away.
Let
your personality shine.
Leave
your personal problems at the back door!
A positive, warm and charming personality can be infectious, so spread it
– that will create a better ambiance for your guests. Keeping this attitude can
be difficult when it’s busy but it always pays off by having happier
co-workers, management & customers.
Know
your stuff. Product knowledge
is essential in this line of work; the better armed you are the better you can
perform. Later in the next few chapters we will cover a good chunk of what you
need to know, but in each individual establishment there are certain things you
need to be aware of – seasonal beers, specials of the day, allergy awareness,
local sites and businesses to help tourists and so much more. Knowledge is
power and your confidence to sell will shine.
Anticipate
and assess the situation.
See
a group come in off the street and wander near the door? Offer to seat them, suggest drinks, show them
menus, and let them know what’s on offer.
Have a customer with a nearly finished drink? Offer them another. See
someone browsing their phone, give them the wifi password. By personalising
your guest’s experience and anticipating their needs you are creating a
comfortable environment for them. Follow through after you complete a
transaction – simply by asking how satisfied your customer is with their
purchase can exceed their expectations. Little touches like this can create
customer satisfaction, show your professionalism and enhance your relationship
with your customer.
Precision. Managing your
time behind the bar is one of the most important parts of service. It is as important to manage the entire day
as it is to manage each order and a well executed order will save you time in
the long run. Once you have enough practice and feel comfortable knowing where
everything is behind the bar, you can practice ‘multi-serving’ – the key to
taking and preparing large orders. In order to develop this skill you need to
prioritise tasks by making drinks in an efficient manner. Bing, bang,
boom!
Take
a Bow. Whether you like
it or not, people are watching you. When you are behind the bar, you are on stage
for everyone to see and enjoy. Embrace it! With that in mind, how you present
yourself, the way you speak and the way you move are all part of your
showmanship – your style behind the bar can create an impressive spectacle.
Guests will be entertained by your efficiency, your conduct, your ability to
make drinks & most of all – how much pride you take in your work.
