Being a successful server requires a combination of unique personality traits and skills. Serving job is comprised of the necessity to maintain a polite demeanor under any circumstances. This requirement stands on the same level as complete management of the tables to be served. The necessity lies in the interest of the café or restaurant in retaining and obtaining new loyal customers A waiter is the person representing the interest of the dining facility, their primary goal is to fulfill customers’ needs and make them loyal to the dining place. Therefore, good communication skills are often emphasized for the job position as the waiter’s value may determine the likelihood of customer retainment.
The waiter’s skills are rewarded in the form of a tip while the restaurant will expand its loyal customer base. The study by Hsiao et al. (1) has recognized that the waiter’s actions are correlated with customer tipping in recognition of their impact on emotional contagion. Therefore, the primary skill for a successful server would be complete control of personal conduct and customer relations management.
In consideration of the restaurant or any other dining facility, successful customer relations are intertwined with etiquette. The waiter has to understand the boundaries in the work ethics but be able to become familiar with the customer to increase the favorability of the facility and themselves. Typically, this means that the server should be well-mannered, and respectful while performing their duties. In addition, smaller gestures such as an overall polite demeanor and warm smiling make the customer more likely to feel sympathy and tip due to increased favorability. It is possible to attempt to establish close contact with the customer but within the realms of acceptable unless asked otherwise directed by the customer.
However, customer relations may involve the resolution of conflicts and management of dissatisfied clients. Hypothetically, being considerate and responsive could reduce the harm from the server’s mistake in case the wrong dish was brought, or certain procedures were neglected. It is difficult to blame waiters that make mistakes because during rush hours dining tables could be full and keeping a track of each order becomes exceedingly difficult. Nevertheless, the waiter or the restaurant is held responsible for upholding the highest level of serving standards possible. In such cases quite often the waiter’s response to the situation will determine the impact on the restaurant. If the waiter is skilled in negotiation and will be able to retain the customer, the restaurant may maintain its popularity among clients and minimize possible losses. However, the worst scenario may lead to negative perceptions which will affect further customers.
In conclusion, the successful server is the person that by fulfilling the expectations of the employer is able to expand the number of loyal clients. This person is bound to succeed in the job position if they can increase customers’ favorability and uphold high standards of service. This type of outcome is achieved via respect and the building of intimacy between a customer and server. In addition, the waiter or waitress’ organization skills are crucial to delivering a positive client experience. The impact of the server on the customer is often reflected in the size of the tipping. The higher the tip the better the experience of the customer and higher the likelihood of their return.
Hsiao, Chih-Hui, et al. “Smiling for Tips? Will Restaurant Servers’ Actions Affect Customers’ Emotional Contagion and Tipping Behavior?” Tourism Review, vol. 77, no. 3, 2022, pp. 964–985.