When your restaurant business takes on new employees, getting them trained efficiently is important. However, you need to make sure that your server training program is comprehensive, and that no new servers are on the floor with knowledge gaps.
To help you build an effective server training manual template, here are some of the key steps and processes to cover.
Develop Strong Product Knowledge
First and foremost, any restaurant training program needs to start with a heavy emphasis on the menu.
Comprehensive product knowledge is the cornerstone of exceptional service in the restaurant industry. Servers should be thoroughly familiar with the menu, including details about each dish, its ingredients, preparation methods, and potential allergens.
Deeply understanding the menu empowers servers to make informed recommendations based on customer preferences. Proper training of the menu also means new servers can easily answer any customer questions.
During your restaurant server training, offer a menu tasting and detailed briefing. Make sure that your servers stay updated on any changes or additions to the menu.
Focus on Customer Service Skills
When you take on new employees, a key part of their restaurant server training needs to be in how they treat customers.
Exceptional customer service skills are essential for any restaurant business. Your server training program should emphasize the importance of a warm and welcoming manner, teaching servers to be attentive, friendly, and proactive in meeting customer needs.
Encourage new servers to engage in active listening, ensuring that they understand and address customer requests accurately. Your restaurant server training program could include role-playing exercises during training sessions to simulate various customer interactions.
It’s also a good idea to build out a restaurant server training manual that includes the kind of answers and interactions new employees should use in common customer situations.
Prioritize Communication
Effective communication is crucial for smooth operations in any restaurant business.
When training restaurant servers, make sure they know how to communicate customer orders to the kitchen staff. They also need to communicate effectively with customers.
An effective server training program should include exercises focused on improving verbal and non-verbal communication skills. Emphasize the importance of clarity and professionalism when interacting with both customers and colleagues in a busy restaurant. This includes using positive language, maintaining eye contact, and adapting communication styles to different customer preferences.
POS System Proficiency
Beyond customer skills and product knowledge, server training programs need to cover the tools your restaurant uses.
Your Point of Sale (POS) system is a key tool that drives all of your restaurant operations during service. So, your training process needs to cover exactly how the POS works.
Efficient use of your POS system streamlines the order-taking and billing processes and improves efficiency in the dining room and kitchen. Ensure that your servers are thoroughly trained on all of the different functionalities of the POS system, including entering orders, processing payments, and handling special requests or modifications.
Regular updates and refresher courses can help new servers stay current with any software changes. This ensures they navigate the system confidently and minimize errors during busy periods.
Detailing how the POS system works in your restaurant training manual is also important for easy reference.
Emphasize Teamwork
A collaborative and cooperative team environment is essential for the smooth functioning of any restaurant.
Train your restaurant staff to work together seamlessly, where everyone helps each other during peak times. Foster a culture of mutual support, where servers are encouraged to share information about table statuses and customer preferences, enabling the entire team to provide a better customer experience.
Train Servers on Upselling Techniques
Strategic upselling can significantly boost restaurant sales while offering customers a better experience. Upselling should be a focal point of your restaurant server training, and it's something that should be written into your training manual.
Emphasize the importance of suggestive selling without being pushy. Train new hires to highlight daily specials, recommend add-ons or upgrades, and share information about promotions or featured items.
Guide identifying opportunities to upsell based on customer preferences. This should create a win-win situation for both your restaurant and the customer.
Table Management Skills
Efficient table management is a crucial skill in the hospitality industry.
Train new servers on the art of pacing meals appropriately, avoiding delays in service without making customers feel rushed. Your detailed training program should include techniques for managing multiple tables at the same time. This should include strategies for handling peak hours and unexpected rushes.
Handling Complaints
Even the most experienced server will face customer complaints in the restaurant industry. This is why any waiter or waitress training program should cover exactly how to deal with these complaints.
Equip new hires with effective strategies for handling complaints with professionalism and empathy. Train servers to actively listen to customer concerns, apologize sincerely, and take the right action to resolve any issues promptly.
Your training manual should include tips and strategies that servers can follow for common customer complaints.
Hygiene and Appearance
Maintaining a high standard of personal hygiene and a professional appearance is an important thing to focus on in your restaurant server training.
Emphasize the importance of cleanliness, proper uniform care, and grooming standards. Provide guidelines on personal hygiene practices, like handwashing and using the right personal protective equipment.
New servers might even need to take a food safety course to help them understand best practices for hygiene in a restaurant environment. Ensure this is all clear in your employee handbook.
Wine and Beverage Knowledge
When you take on new hires, it's important that your restaurant server training has a strong focus on all of the different wines and beverages your business offers.
Ensure that servers understand the full selection of wines and other beverages on the menu. Provide training on proper serving techniques, glassware, and temperature considerations.
Encourage servers to confidently recommend and describe various drinks, including potential pairings with menu items.
Conclusion
Implementing a good training program is a key function of restaurant management. A great training and onboarding process ensures your house staff are knowledgeable and have the right approach to customers. Get this right, and it improves employee retention as well as provides a better customer experience.
If your restaurant hosts events, then using the right event management software will also help to offer better customer experiences and improve efficiency. Try Perfect Venue to see how it can help grow your business.
