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By Piero Cinti
Fresh raw materials and cut,
innovative recipes that they know
or correctly interpret the tradition, a
full menu and balanced, supported
by a wine list to it. Here are the key
ingredients for a successful restaurant,
a place that knows how to attract
customers in a difficult time like
this, and manages to establish itself
in a landscape in which, thanks to
the drop in customers due to the
economic crisis, the competition has
become keener and the top covered.
Hardly the man in the street will list
the top success factors pleasantness
of the room, the courtesy and
professionalism of the staff, the ability
of the waiters to turn a simple meal
into an experience worthy of mention,
and possibly replication. Yet, as we
have already pointed out in the pages
of Qualitaly Magazine, just the room
holding a dual responsibility, which is
not limited to simple “hinge” between
the kitchen and the customer but
covers a significant part of the success
(or failure) of a meal, taking care of
everything that does not go through
the taste buds of the customer.
DINING ROOM, THE SOUL OF THE
RESTAURANT. Instead, especially after
the media overexposure from the chefs
had in the last few seasons, with their
presence on all possible media here
and there and dispensing tips, tricks
and using pan and dishes at any time
of the day or night, the room has lost
its function, the restaurant has become
a direct expression of the chef, is
personified or embodied, leaving all
the other figures on the role of actors.
Better if mere executors of orders
and inconspicuous. Obviously in a
situation like this, few invest in the
hall, on the professionalism of the
waiters: the maître extinct, at least at
our latitude and with these moonlight,
the waiter is today regarded as a plate
rack and a little more, but as we have
already pointed out, it can become
a formidable ally in the sale of the
dishes, and give his fundamental
contribution in the construction of an
experience to remember. Not the last
wagon wheel, then, but a fundamental
gear to navigate the complex
mechanism, which is the basis of a
restaurant.
NOT AN EASY JOB. “Leaving aside the
care and kindness in appearance - says
Mauro Santinato of Teamworks, Rimini
company specializing in consulting to
restaurants and hotels - two factors
that are upstream of any human
relationship, the role of the waiter
you can work a lot to get a rise of his
professionalism and, consequently, its
ability to weave positive relationships
with the customer. Of course, no one
goes to the restaurant just to fill the
stomach, but for an experience that is
made from the expectations that are
generated before walking through the
door of the room and the satisfaction
in seeing them fulfilled. But I’m not
talking only about the food, but rather
a complex cocktail and in equilibrium,
in which the waiter plays a unique,
irreplaceable, which provides speed of
thought and action, empathy toward
the client, attention to detail and the
whole body in same time. It is not a
simple thing.”
Yet, there is a substantial difference
between the supposed quality of the
restaurant and its investment in the
dining room, which often move the
willing boys and girls good looking
and a little more, especially unable
to empathize with the customer
quickly, with its demands explicit
or otherwise, to seize a few details
and in a very short time, such as
“psychology” implies this or that
customer. “I think the wait staff - says
Massimiliano Carpanese of Parma
Menu that manages to teach 5-room
called Hostaria delle Terre Verdiane
extremely important, especially for my
concept of local food and culture that
sees closely united. We invest a lot on
the room, we also have five waiters
for 20 tables, a large number of staff,
but in my mind the waiter should
be able to lose time to respond to
customers’ curiosity about the product
or recipe, please describe the producer
etc.. In my local waiters also learn
to serve behind the bar, attending a
meeting every Monday to outline the
service and the menu, I carry them
with continuous training, which will
include visits to manufacturers, with
the aim of enhancing the culture and
therefore, the ability to pass it on to
customers.”
Decalogue semiserious of the
perfect waiter
SPEED
Arm and thought. It is very hard that a
waiter is able to add them both, unless
after years of occupation. Often young
people place great importance on the
first, the waiters more mature rely on
second, slowing the pace. The result is
not satisfactory in both cases. A good
professional can in a limited amount
of time to understand who is in front
and what the customer is waiting for
the club and maintain an effective
rhythm but without forcing during the
service, especially during the rush
EDUCATION
Smile, manners, greetings, and
sympathy for those in need, the
ability to listen in times of pressure.
The perfect waiter is able to express
all these aspects naturally and
without noticeable effort. Check the
room means knowing respond to
all contingencies, without anger or
excessive mortifications, even with an
empathetic attitude and proactive.
MEMORY
Remember who ordered what, avoid
“the rod plate,” are basic concepts in
the approach to the customer, make
him feel important and pampered,
not one of the many hindrances to
unravel. Remember special dietary
needs without weighing them, keep
in mind the various requirements is a
fundamental
AVAILABILITY
Show you know spend one more
minute in describing a product, a
recipe, its origins and its history;
answer the curiosity; have the
necessary skills to become a storyteller
bewitching even for a minute.
FLEXIBILITY
“The table is not ready yet? Then I’ll sit
here so you sip a flute of wine offered
“(really, do not put into account in the
end...). Typical situation in which the
waiter outlines a possible problem into
an opportunity for human contact,
the customer generally appreciated.
4(.(A05,
