Things restaurant staff will now look out for

Since the coronavirus pandemic a lot has happened. In the hospitality arena it has change the way we operate and move around, where the ‘eating out’ experience has altered beyond our wildest dreams. We now have to wear a mask to safeguard ourselves, maybe even show proof of vaccination to protect others and sit at tables that are positioned miles away from each other.

Restaurants as we understand were invented in the 1850’s in Paris, and yet, nothing much has changed in the way things are done. A diner arrives, sits down and is presented with a menu. The diner looks at the options, chooses the food (and maybe a beverage) and informs the waiter. The waiter relays this to the kitchen, collects the food once prepared and serves it to the diner in proper sequence. At the end of the meal, the diner is presented the bill which he or she pays for and leaves the restaurant. This was before COVID-19 and is very likely to be so in future. So, what has changed?

From a staff perspective, the restaurant server, who is also masked during his/her shift, is seeing less people, even when the venue is deemed full - due to the mandated reduced capacity protocols. This however does not mean that their workload or required energy level has become any less than before. Arguably, social distancing guidelines may have put a dampener on customer interactions; and yet, there are several new things that the server now needs to make note of, apart from carrying out the regular tasks as described earlier. Namely:-

• Are guests wearing masks and wearing them properly? Firstly, is everyone wearing a mask when not eating/drinking or did anyone put it on merely to gain entry? The proper way to wear a mask is when it covers both nose and mouth. Worn improperly it conveys a poor impression and leaves fellow diners and staff uneasy.
• Are diners following social distancing guidelines? The guidelines for restaurants specify that tables be spaced out six feet apart. Are diners, once seated re-arranging some tables for their comfort/convenience? They should not.
• To minimise contact (sadly), some restaurants have switched from ‘in-person’ order-taking to ‘online’ ordering via a digital menu where diners scan a QR code with their mobile phone and order, and pay for it as well. But there are times when diners need to talk to the server, perhaps to inform of an allergy or request a substitution. That’s when servers need to ensure that diners do not lower their masks – they need to talk to the server through their mask.

Lots of ‘Do’s and Don’ts’ have been said or written on how staff should go about doing their tasks during these arduous times, but very little has been told on how to handle customers who bend the rules. Have staffs been told on how to tackle people who refuse to wear a mask? These are the ones who can be difficult to handle.

Those of us in the hospitality industry know that we have to sway gracefully with people’s moods and personalities, but with a situation like COVID, things have got amplified. Very recently, a hostess at a restaurant in Texas was assaulted by three female customers who got offended when asked to show proof of vaccination to enter.

Whether we return to normal, or adapt to a new normal, a few things remain clear: Restaurant staff as with others in hospitality, expect to be treated with respect and following the house rules remains the way that diners can recognise the service they expect as well as ensuring a pleasant dining experience.

Shafeek Wahab – Editor, Hospitality Sri Lanka, Consultant, Trainer, Ex-hotelier

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