Quality qualities – What Makes a Top Quality Server?

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.