The other night we got slammed and the kitchen was running behind. I had this couple who had a some appetizers and salad and were waiting for their main course to arrive.
My other table got their food and I was running food all around in that area to different tables. I saw them start to have that look on their face like when is mine arriving? I head back to the kitchen and I see it on the pass waiting for the steak to be put on the plate. Asking how long it will be I went back to the table and said to them it will be a couple of minutes.
Now here is the deal if you say it is going to be arriving in a couple of minutes it better arrive in a couple of minutes. Any longer and the guests really begins to wonder what the heck happened.
I go back to the kitchen and it is still not ready. I give a heads up to the kitchen manager and he checks the time and sees it is running way late. Knowing it may take a couple of minutes more he heads to the table to speak with the guest.
The guest is fine and the meal arrives shortly thereafter. It was a great thing the manager did by going over there to speak with the guest. He said thanks for letting him know and we put out a potential fire by letting the guest know that we were sorry for the delay and it will be out shortly.
Here is the deal and that is when you are waiting a longer than usual time for something and you feel the guest starting to lose it by changes in their facial expression or a total lack of silence at the table let your supervisor know. Chances are they are peeved off.
Don’t try to remedy the situation by yourself. If you have done all you could and you see the guests’ face going sour tell someone. By someone who is higher up going to the table not only will things get smoothed out but they will know that you the waiter are doing your job by showing you care enough to have someone come over and explain the problem.
A waiter who puts out fires before they go full out is on top of his section and communicating all the time. This is providing excellent service!