Help Your Waiters Increase Their Tips In Uncertain Times

The hospitality industry, especially the restaurant business, is still feeling the effects of the COVID-19 pandemic. Servers, who rely on tips to support their livelihoods, face uncertainties due to the struggling industry.

It is crucial for restaurant owners to communicate effectively with servers and provide them with a clear path to success while increasing their average sales per order, which leads to higher tips for the servers. Here are some training strategies to consider:

1. Be an “experience creator.” – The foundation of any business is the experience you create for the customer. There’s a big difference between being a server and being an experience creator. Having the attitude of being an experience creator can improve customer satisfaction. At my restaurant, for example, we make an analogy that we simply can’t offer just vanilla ice cream. That won’t cut it. We believe in going above and beyond by adding gummy bears, hot fudge, and bananas to create an over–the–top experience. Anyone can provide service, but creating an exceptional experience for the customer convinces them to keep coming back.
2. Enhance upselling techniques – Upselling involves persuading guests to choose more expensive items or a greater quantity of items, thus increasing the overall bill. Provide comprehensive training to servers on effective upselling and suggestive selling. It’s important to upsell without being pushy. Strive to make it conversational, such as asking guests if they would be interested in trying certain popular appetizers.
3. Foster product knowledge – Ensure that servers have a deep understanding of the menu offerings, including ingredients, preparation methods, and
   complementary items. This knowledge will enable them to provide informed
   recommendations and address customer inquiries, elevating the overall dining experience.
4. Implement enticing promotions – Create special promotions, limited-time offers, or bundled deals to encourage customers to spend more. Encourage servers to promote these offers and emphasize their value to customers actively.
5. Personalize the experience – Encourage servers to engage with customers,
   understand their preferences, and provide personalized recommendations. This means memorizing the specials and top-selling items and being able to describe them in detail to the customers. By tailoring suggestions and accommodating individual tastes, servers can increase the likelihood of higher sales.
6. Prioritize being proactive in their service – Some guests are easy to serve
   while others can be overly demanding and difficult. To help your staff get ahead of potential problems with a high-maintenance group, train them in the steps they can take to make things go as smoothly as possible. One example: Have them ask guests about specific items they may want, such as condiments, extra utensils, or refills. That way, servers can minimize their trips to the table, and ensure the group feels taken care of. It also makes the server and restaurant look genuinely caring of its guests.
7. Focus on efficiency – Servers should aim to be quick and efficient, without
   sacrificing quality. This includes accurately taking orders, delivering food and drinks promptly, and clearing tables in a timely manner. Minimize mistakes by getting into the habit of double-checking orders. Customers appreciate prompt service and are more likely to leave a higher tip as a result. In addition to training, consider implementing an incentive plan that rewards servers for increasing the average ticket size. This could involve performance-based bonuses or rewards tied to achieving specific sales targets. To boost morale and foster a sense of purpose, pay attention to customer reviews and celebrate positive feedback regarding exceptional service.

Supporting servers at your restaurant will help them feel valued and connected to the company’s overarching goals, increasing job satisfaction and loyalty. By focusing on training servers to increase average sales per order, implementing incentive plans, and acknowledging their accomplishments, you can help drive sales growth and improve employee retention in the face of the hospitality industry’s current challenges.