How to become a professional waiter | Vincent Vermeulen | Skillshare

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How to become a professional waiter

teacher avatar Vincent Vermeulen, The art of Hospitality

Watch this class and thousands more

Get unlimited access to every class
Taught by industry leaders & working professionals
Topics include illustration, design, photography, and more

Watch this class and thousands more

Get unlimited access to every class
Taught by industry leaders & working professionals
Topics include illustration, design, photography, and more

Lessons in This Class

13 Lessons (1h 4m)
    • 1. Welcome to the waiter course

      4:04
    • 2. 3 quick practical tips

      1:01
    • 3. Open and serve wine

      2:37
    • 4. 3 quick questions for waiters

      2:15
    • 5. Personal presentation and hygiene

      6:17
    • 6. What is service?

      12:25
    • 7. Why service

      12:25
    • 8. The art of recovery

      3:46
    • 9. Table manners

      9:28
    • 10. Allergies and diets

      2:29
    • 11. The chef is not always right

      2:56
    • 12. Know your product

      3:21
    • 13. Thank you

      0:34
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About This Class

Are you an aspiring waiter or already serving people? Than this course is for you.

You will get insights to improve your body language, service techniques and get the tips you deserve!

  • How to open and serve wine

  • How to set up the perfect table

  • How to deal with difficult guests

  • The art of recovery: turning a negative experience into a great one

  • and much more!

Our guarantee? You will make more tips and a bigger salary if you follow the tips given in this course...

Meet Your Teacher

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Vincent Vermeulen

The art of Hospitality

Teacher

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Transcripts

1. Welcome to the waiter course: If you're watching this, you have taken the first step towards becoming a professional waiter. Congratulations in this video. I like toe. Welcome you and thank you for taking the course. I'm Vincent. I've been in hospitality all my life. I started waiting on people when I was 12. But I'm not going to bore you with my personal life. If you If you want to find out about me, I have a separate video for you to watch or to skip. So welcome to the course. It's been taken a whole lot of time to make this course on how to become a professional waiter. Yes, not just someone clearing plates from a table and bring him to a dishwashing area. No, this is to be on top of your game and make a wonderful career out of this. You will not believe where this profession can take you. Did you know, for example, that over 75% off Salman millionaires worked as a waiter at one stage of their early life? Most of them stated afterwards that the contact with the guests always help them later on in creating products and services and having that feel of hospitality? No. Let me quickly explain you how this scores is structured, how it's put together. First, we're going to talk about you, your personal presentation. It's a vital part of being a professional waiter. Everything from grooming toe wardrobe. Everything will be discussed. Next up is the guests is the center of your focus. We will have a look at what amazing service looks like, and it's not always what you think. It's always expensive. Also, we look at the different types of guests because they're all the same. Fortunately, we will see how you handle certain types of guests. For example, after this section, we will go into practical things, dressing the perfect table, taking an order on waiting at table. Obviously, now, um, I'm going to be explaining this in detail, and therefore you have, for example, the materials. The materials you work with are up next, and it's in a sort of a workshop kind of way. I filmed the class, which I talked to other students, and you can follow life now. Then we will learn to launch into food and beverages certain foods. You really have to know because allergies and diets, for example, are taken very seriously these days. And, of course, my favorite beverages. Do you know how they make champagne? Do you really? You know what wine really is, And you know how to serve it without spilling. Well, don't worry. We're all going to cover this. I've got some great techniques for you to learn now, of course, there are many more sections to the course, and I just made a brief summary for you to have a look. These are the topics off this training, but one more important one is getting the job. I will show you how to make your CV, how to present it to who? And I'll guarantee you to get a job at less than one week off the district. That is my guarantee. If you follow my advice now, if you want to hop around all the topics, if you want to skip some or watch them again, that's absolutely fine. But the most important is that you get really value from this training and gain new knowledge. So I hope you are excited to get started. I know I am. I can't wait to share my experience with you. Experience. I've built up over the years, working in Michelin star restaurants, hotels, casinos, you name it. In the next video, I'm going to answer three questions. Most people ask me about being a professional waiter, so I will see you in the next lesson. 2. 3 quick practical tips: 3. Open and serve wine: 4. 3 quick questions for waiters: can you make a decent living as a waiter? Well, that's an excellent question to start with. Before I answer that, I would like to point out that whatever job you are doing, if you go to the top of that profession, you will always make great living. Don't forget. Many big singers started out as a backing vocal. Harrison Ford was a carpenter on became a Hollywood legend. So anywhere you go go to the top. So, yes, you can make a great living. Think about it. First you start out maybe just clearing tables, working full, lower salary at first. Then you become a full blown waiter. That is what the scores will help you with. One year later, a manager spots you doing the right things and you become a maitre d boom. Before you know it, you meet someone who did the same Well, let's say in the kitchen and became a great chef. You become partners, you start a restaurants. 10 years later, you own 20 restaurants. So, yes, you can make a decent living. Is it easy to find a job? Well, you have no i d. How many restaurants, hotels, bars, cruise lines resorts are looking for good people. If you follow the guidelines in this training, that's not that difficult. Take care of your personal presentation, your language on, of course, knowledge. You will find a job in less than a week. That is my guarantee. I will even show you how to make a great CV. So yes, you can easily find a job. A formal training is always a good idea, but I learned more after school than in school. As with anything, if your passion about it, you can start well. Steve Jobs didn't even know how to program and started the biggest computer business in history now. Same thing for me. When I left school, I saw where my interests were. For example, wines. I was obsessed with wines and to this day has been my specialty. 5. Personal presentation and hygiene: when you visit restaurants, what is the first thing you see when you walk in? Exactly. The waiter welcoming you? Well, it should be. The old cliche still goes. You never get a second chance to make a first impression. That is very important to remember. Now you're probably thinking, Do I need a suit? Do I need to wear a tie? Not necessarily. Today there are a lot off concepts in the restaurant world, and they might have their own style. Let's say resorts, for example. You can have a waiter in a white linen shirt and white trousers, but you still need to look sharp. For example. Nicely irony. Scar men's clothes on the pride you have when wearing the uniform. What else is an essential part of uniform? Can you guess exactly your smile. You'll really have to learn to smile. It's exercise. The best people to run form our musical dancers. They have this down to an art. And speaking of uniforms, don't assume this is the responsibility off your employer. Now who pays for uniform or the dry cleaning is another matter, but it is up to you, the professional waiter, to make sure that you are always looking spotless. No excuses are acceptable to not look great at the start Off every shift you do now. Another part off your uniform is grooming. Hair should be need. Ladies, if you have long hair below the jaw line, please Put it out, Gentlemen, If you choose to have a beer, it trim it from time to time. Now let's have a look at this in more detail. The importance of personal hygiene. Now, why do you need to do this? Well, if you can't take care of yourself, you cannot take care of others. So let me give you a few pointers. First of all, grooming is essential. So every time before you go to a shift, comb your hair. Brush your teet, etcetera. Of course, if you have, for example, an injury from a ship before, make sure that you cover it with a plaster or some medication. If you have keep. If you have long hair, just keep it tight back, especially for the ladies. Also, men with long hair, anything which has been loaded jawline should be put up nicely combed. Um, you should actually wash your hands when you enter and leave the kitchen? Obviously not every time, of course. But when you have been, for example, preparing the dining room than just before service, you might want to wash your hands. Wash your hands in the hands sink No, in the washing up sink. So northern a sink where everybody has been washing up pots and pans and have you normally . And these days, in most countries, it's, ah, mandatory that you have a separate thing toe. Wash your hands in for the ladies. Try to avoid nail varnish because it can chip. If you do wear nail varnish, I would really recommend transparent one. And be careful with strong smelling perfume because obviously you're gonna work very close to people. So you're gonna come close, for example, when you're serving soup, or you have to take away some some item from a table, and you're in a strange position where you very close to. For example, your guests. Be very careful with perfume that is too strong. What else? Liquid soap should be available. So talk to your employer. Talk to the restaurant owner of this shouldn't be the case. Try to use disposable towels because you know there's cotton towels. They could be used for anything. And you don't know where they've been. Um, used blue color plasters. Um, this is more the case. If you work, for example, behind the bar, maybe, but in the kitchen color plasters it's just to avoid that you won't wouldn't see them when they fall in the food. But obviously it doesn't look good when you're serving, so you have to make this a logical choice yourself. Prepare food wearing hygiene gloves even when waiting. You're cutting lemons. You're cutting limes oranges to prepare the bar. Whatever. If you're preparing food, make sure that you wear plastic gloves. Keep your fingers out of guests glasses, so don't put your fingers in. No, at any time. Even when you're clearing, take them as it should. Take them by the foot off the glass or just by the side of the glass. If a food or beverage item looks questionable in any way, do not serve it. I will repeat this a swell, but anything you think this is not all right, it doesn't smell good. Whatever the case, do not service. Do not serve it because, you know professional waiters will always have a look at that, so keep your fingers away from your mouth and other bubbly openings. People will spot it from afar when you're, for example, picking your nose so you shouldn't do it. Ensure that all hot food is served and kept hot on all cold food is served in cat cold. Now this might sound a bit stupid. Andi Simple. But it's not because variances in temperature can be very dangerous, for course contamination and people can get sick. So be careful. If you take ice from a nice machine, always use a scoop. Don't do it with your hands because your hands can be dirty. There can be assets if that asset is transferred to the ice and the ice gets into a whiskey can go wrong. Never allow staff to take food out of the restaurants to their home. So if you'd immediately, for example, all food should stay there. So you are fully in control of what happens to the food. Uniform should be for work on me. If you have a uniform, don't wear it on your days off and be careful with jewelry because jury is not only um, for example, if you're wearing a Rolex and you're serving people, they might get the wrong I d On top of that. It's also a matter of safety. Wedding rings, for example, are notoriously known for getting stuck in whatever or, you know, eso be very careful with jury as well. So there you haven't look the part and people will take you more seriously on. On top of that, it will build your self confidence. 6. What is service?: now what is service? It serves really the thing you need to make a difference in your company. Let's have a look at it now to define service. It's not that easy. What if you have a five year old child coming into the room and he or she asks you, what is service? How would you explain that? Now? Let's try. First of all, you probably know Trip Advisor. Now, for those who don't Trip Advisor is a website where you can leave a review on a restaurant you visited or a hotel or even amusement park. If we look at all these reviews and all of them could be complaints. Ah, lot of the complaints. Almost eight out of 10 are about service. Now. What do people perceive as service? Let me give you an example. Let's say you go to a restaurant and you order a steak and you want your steak, Um, rare, for example. All of a sudden you're steak is served and it's overcooked. It's got too much. Now what you do, you call the waiter and you say, Obviously there's a problem. Now the way that the waiter will interact with your complaint what your remark is, what we perceive as service. It's how he will handle your complaints and what he will do with that situation. That what we see a service now before we continue and before we can define service, let me take you through a few numbers. You probably know, But 62% of people will buy Mawr after a positive experience, and 66 people will buy less after a negative experience. Nine out of 10 people are influenced by online reviews. Now this is a staggering number. People going online even if you have been, for example, recommended the latest iPhone by your best friends, you will go online to buy it, and if you see a review, you will be influenced. Now, I'm not saying you're not going to buy it, but you will be influenced. This is absolutely a scary number, if you ask me. 69% off. People say that good service depends on speeds on the speed of response, For example, think about the number of emails you get in a day. It's also mind blowing, and I can show you hundreds of females I've got Will people will congratulate me on responding on a very in a very quick way. So 69% of people think that is a good thing. Seven out of 10 people will say that bad service is when you have to explain something again. Let's say you call the phone company and you explain a problem. They will patch you true to a technician or somebody else who will help you. And you have to explain again. That is again what people will perceive as bad service. 95% of people will talk about a bad service experience, and only 87% will talk about a good service experience. Because when I go to my local restaurant, there's like a small sign on the wall that says, Did you like it? Tell your friends you didn't like it. Tell us so very important. A while ago we did a survey with 100 50 companies, and we asked the customers off those companies, which in total, are about 6000 people. What do you think is the most important in terms of hospitality when you go to a company when you visit a company could be any company in any industry on before the results came in , I already knew what the answers would be Not exactly, but kind of what the range of answers would be. And what we see here, for example, is that the most answers have to do with the human aspect the human interaction off people in those companies. Next, we asked those customers what bothers you the most when you visit a company. And again we see that, for example, it is mostly human aspects. When they have you waiting too long, when they don't know who you are, etcetera, etcetera. Last but not least, we asked him, What do you expect as a minimum when you are welcomed in a company and again we see those human aspects as you will see here, for example, in these results off the survey. Now, in order to define service, let me give you a few examples. And let me tell you a few stories. First of all, do you know who Peter Shankman IHS Or probably you don't because his other celebrity, he's just a businessman just like you and me? Probably on Peter Shankman is somebody who likes to things. He likes his work, and he likes steaks, More specific grilled steaks. Now Peter was on a flight from Chicago to New York just before he goes on to the plane. He sends a tweet into the world, and it's a kind of a joke because his favorite restaurant is called Morton's On. Before he boards the plane, he sends out a tweet, saying, Hey, Morton's, can you meet me at the airport with a porterhouse steak when I land in two hours? Just to say, I'm glad to go home? I can't wait to have my favorite steak. Now at Morton's, there is someone who sees this tweet coming by now. What do they do? They have one off their waiters, fully dressed in a tuxedo, waiting for Mr Shankman at the airport with a paper Brownback on a porterhouse steak inside . And if you don't believe me, have a look at this picture now. Did he eat the steak on the sport? I probably don't think so, but it's a great way off getting in touch. What your customer. So what is service? It could be paying attention to your customer but paying sincere attention to your customer . Another great example. Off customer service is this story. Do you know what this is? It's called Tiger Bread Now. Have you ever seen a tiger that looks like this? I haven't. It looks more like a leopard or maybe a giraffe. Indeed. The giraffe. Now there's a small girl in England and her name is living and she is in the supermarket with her mom. And she looks at this Brett, and she says to her mom, that doesn't look like a tiger at all. And the mom notices it just like we just did. And she says What you write it doesn't look like a tiger. And Libby says it looks more like a giraffe. And her mom says, You know what? You should write a letter to the supermarket saying that it should be called giraffe bread , and that is exactly what Lily did. Lily writes this letter to the supermarket, and this arrives on the marketing department. Now there's a guy, customer service, marketing officer, Let's say, and he sees this letter, any things to himself. Wow, this is a brilliant idea. This is really a story behind it. So he writes back a letter to Lily saying, Dear little girl, you're absolutely right. It doesn't look like a tiger at all now. What we're going to do is we're gonna change the name over Tiger bread to giraffe breath, especially for you, and so that you can buy your first giraffe bread. I have added a gift card so that you can be the first to buy it. And indeed, this marketing guy, he keeps his promise, and what he does is in all of their 200 plus supermarkets. They changed the name off Tiger Bread to Giraffe Brett on. More than that, he actually publicizes the story with the product. Have a look at this, Needless to say, that the sales went up with 300% so again, service might be paying sincere attention to your customer. Now, unfortunately, there's also other stories. There's a lady who has trouble with her digital television. Now there are a few off the channels that are not working on her digital television, so she calls the customer service and she says, Look, there's something not working here. And what did they say on the customer service hotline? Low Madam, you have to go online and there you can solve it on the lady says. But your customer service, can you do anything for me? No matter. You have to go online and solve it there and the lady says, But why are you then there? So as you can see, not paying attention or doing the effort for your customer is bad service. Another thing you have to realize in terms of service is that anyone who works for a company should be an ambassador for that company should be inspiring customers or guests. Now I run a butler school and we trained bunkers, so our bottles should be trained in the best possible service. Now our training is quite intensive and the 1st 5 days are the toughest ones. We call it hell week, just like the Navy seals. Why? Because our butters get a load of information five days. Not only do they have to study it, they also have to apply it immediately. We took about service hospitality, eye for detail, anticipation, etcetera. So and on the fifth day of the training, we send them to a hotel in the middle of a beautiful town nearby cold brush and we sent one student toe one hotel and they have to do an exercise and that exercises. You go into the hotel and you ask to go to the toilets, and you have a look at how the receptionist will help you or what they will or will not do . Have a look at their body language eye contact. Are this smiling? Maybe they're even escorting you to the toilets. So when they go to the toilets and they come back, they go to the receptionist and they ask for a price. A price for three rooms. For four nights now in this town, you will easily pay 300 euros per room. That's quite a lot of money. If you do that times three rooms and times four nights, you will end up around 3.5 1000 euros. That is a really big budget. Do you know how certain hotels offered those prices to our butler students? Do you know in what way they are an ambassador or better said, not an ambassador, Because when you are working for a company or you representing a company, you should be inspiring people, being an ambassador and giving that passion to them as you would for anyone else have a look at how they present their prices. What you see here is how a five star hotel presented their prices to one of our students. It's horrible, don't you think? It's just a piece of paper where they've written on the prices on? Mostly, they will say with giving that piece of paper, you can also find everything on the Internet. Now that is a horrible way of doing business. Are you agreeing with me? Because if you would buy, for example, it's a a bike or a motorcycle off 3.5 thousands. That's also a lot of money. If you go to a bike shop, they will probably give you a brochure with professional photos, and you probably will be able to ride a bike before you buy it. So how you are an ambassador for your brand is hugely important to convey good service to your guests. Now you see this picture of a five star hotel, and as you can see here, well, this is a four star hotel. It's a bit better. They didn't write any mistakes. But what happens when I flipped this page have a look? Not much better, either. That is not the way how to bring over your product to your customers 7. Why service: now what is service? It serves really the thing you need to make a difference in your company. Let's have a look at it now to define service. It's not that easy. What if you have a five year old child coming into the room and he or she asks you, what is service? How would you explain that? Now? Let's try. First of all, you probably know Trip Advisor. Now, for those who don't Trip Advisor is a website where you can leave a review on a restaurant you visited or a hotel or even amusement park. If we look at all these reviews and all of them could be complaints. Ah, lot of the complaints. Almost eight out of 10 are about service. Now. What do people perceive as service? Let me give you an example. Let's say you go to a restaurant and you order a steak and you want your steak, Um, rare, for example. All of a sudden you're steak is served and it's overcooked. It's got too much. Now what you do, you call the waiter and you say, Obviously there's a problem. Now the way that the waiter will interact with your complaint what your remark is, what we perceive as service. It's how he will handle your complaints and what he will do with that situation. That what we see a service now before we continue and before we can define service, let me take you through a few numbers. You probably know, But 62% of people will buy Mawr after a positive experience, and 66 people will buy less after a negative experience. Nine out of 10 people are influenced by online reviews. Now this is a staggering number. People going online even if you have been, for example, recommended the latest iPhone by your best friends, you will go online to buy it, and if you see a review, you will be influenced. Now, I'm not saying you're not going to buy it, but you will be influenced. This is absolutely a scary number, if you ask me. 69% off. People say that good service depends on speeds on the speed of response, For example, think about the number of emails you get in a day. It's also mind blowing, and I can show you hundreds of females I've got Will people will congratulate me on responding on a very in a very quick way. So 69% of people think that is a good thing. Seven out of 10 people will say that bad service is when you have to explain something again. Let's say you call the phone company and you explain a problem. They will patch you true to a technician or somebody else who will help you. And you have to explain again. That is again what people will perceive as bad service. 95% of people will talk about a bad service experience, and only 87% will talk about a good service experience. Because when I go to my local restaurant, there's like a small sign on the wall that says, Did you like it? Tell your friends you didn't like it. Tell us so very important. A while ago we did a survey with 100 50 companies, and we asked the customers off those companies, which in total, are about 6000 people. What do you think is the most important in terms of hospitality when you go to a company when you visit a company could be any company in any industry on before the results came in , I already knew what the answers would be Not exactly, but kind of what the range of answers would be. And what we see here, for example, is that the most answers have to do with the human aspect the human interaction off people in those companies. Next, we asked those customers what bothers you the most when you visit a company. And again we see that, for example, it is mostly human aspects. When they have you waiting too long, when they don't know who you are, etcetera, etcetera. Last but not least, we asked him, What do you expect as a minimum when you are welcomed in a company and again we see those human aspects as you will see here, for example, in these results off the survey. Now, in order to define service, let me give you a few examples. And let me tell you a few stories. First of all, do you know who Peter Shankman IHS Or probably you don't because his other celebrity, he's just a businessman just like you and me? Probably on Peter Shankman is somebody who likes to things. He likes his work, and he likes steaks, More specific grilled steaks. Now Peter was on a flight from Chicago to New York just before he goes on to the plane. He sends a tweet into the world, and it's a kind of a joke because his favorite restaurant is called Morton's On. Before he boards the plane, he sends out a tweet, saying, Hey, Morton's, can you meet me at the airport with a porterhouse steak when I land in two hours? Just to say, I'm glad to go home? I can't wait to have my favorite steak. Now at Morton's, there is someone who sees this tweet coming by now. What do they do? They have one off their waiters, fully dressed in a tuxedo, waiting for Mr Shankman at the airport with a paper Brownback on a porterhouse steak inside . And if you don't believe me, have a look at this picture now. Did he eat the steak on the sport? I probably don't think so, but it's a great way off getting in touch. What your customer. So what is service? It could be paying attention to your customer but paying sincere attention to your customer . Another great example. Off customer service is this story. Do you know what this is? It's called Tiger Bread Now. Have you ever seen a tiger that looks like this? I haven't. It looks more like a leopard or maybe a giraffe. Indeed. The giraffe. Now there's a small girl in England and her name is living and she is in the supermarket with her mom. And she looks at this Brett, and she says to her mom, that doesn't look like a tiger at all. And the mom notices it just like we just did. And she says What you write it doesn't look like a tiger. And Libby says it looks more like a giraffe. And her mom says, You know what? You should write a letter to the supermarket saying that it should be called giraffe bread , and that is exactly what Lily did. Lily writes this letter to the supermarket, and this arrives on the marketing department. Now there's a guy, customer service, marketing officer, Let's say, and he sees this letter, any things to himself. Wow, this is a brilliant idea. This is really a story behind it. So he writes back a letter to Lily saying, Dear little girl, you're absolutely right. It doesn't look like a tiger at all now. What we're going to do is we're gonna change the name over Tiger bread to giraffe breath, especially for you, and so that you can buy your first giraffe bread. I have added a gift card so that you can be the first to buy it. And indeed, this marketing guy, he keeps his promise, and what he does is in all of their 200 plus supermarkets. They changed the name off Tiger Bread to Giraffe Brett on. More than that, he actually publicizes the story with the product. Have a look at this, Needless to say, that the sales went up with 300% so again, service might be paying sincere attention to your customer. Now, unfortunately, there's also other stories. There's a lady who has trouble with her digital television. Now there are a few off the channels that are not working on her digital television, so she calls the customer service and she says, Look, there's something not working here. And what did they say on the customer service hotline? Low Madam, you have to go online and there you can solve it on the lady says. But your customer service, can you do anything for me? No matter. You have to go online and solve it there and the lady says, But why are you then there? So as you can see, not paying attention or doing the effort for your customer is bad service. Another thing you have to realize in terms of service is that anyone who works for a company should be an ambassador for that company should be inspiring customers or guests. Now I run a butler school and we trained bunkers, so our bottles should be trained in the best possible service. Now our training is quite intensive and the 1st 5 days are the toughest ones. We call it hell week, just like the Navy seals. Why? Because our butters get a load of information five days. Not only do they have to study it, they also have to apply it immediately. We took about service hospitality, eye for detail, anticipation, etcetera. So and on the fifth day of the training, we send them to a hotel in the middle of a beautiful town nearby cold brush and we sent one student toe one hotel and they have to do an exercise and that exercises. You go into the hotel and you ask to go to the toilets, and you have a look at how the receptionist will help you or what they will or will not do . Have a look at their body language eye contact. Are this smiling? Maybe they're even escorting you to the toilets. So when they go to the toilets and they come back, they go to the receptionist and they ask for a price. A price for three rooms. For four nights now in this town, you will easily pay 300 euros per room. That's quite a lot of money. If you do that times three rooms and times four nights, you will end up around 3.5 1000 euros. That is a really big budget. Do you know how certain hotels offered those prices to our butler students? Do you know in what way they are an ambassador or better said, not an ambassador, Because when you are working for a company or you representing a company, you should be inspiring people, being an ambassador and giving that passion to them as you would for anyone else have a look at how they present their prices. What you see here is how a five star hotel presented their prices to one of our students. It's horrible, don't you think? It's just a piece of paper where they've written on the prices on? Mostly, they will say with giving that piece of paper, you can also find everything on the Internet. Now that is a horrible way of doing business. Are you agreeing with me? Because if you would buy, for example, it's a a bike or a motorcycle off 3.5 thousands. That's also a lot of money. If you go to a bike shop, they will probably give you a brochure with professional photos, and you probably will be able to ride a bike before you buy it. So how you are an ambassador for your brand is hugely important to convey good service to your guests. Now you see this picture of a five star hotel, and as you can see here, well, this is a four star hotel. It's a bit better. They didn't write any mistakes. But what happens when I flipped this page have a look? Not much better, either. That is not the way how to bring over your product to your customers 8. The art of recovery: now, Whatever you're gonna do, there's always gonna be some sort of complaints or there's something gonna happen in the restaurants. Now I want to explain to you what the art of recovery is. Clients If they have a complaint, what do you think they get? They get upset, they get angry, they get frustrated, and you off course are going to be the person who has to deal with it and more specifically , solved the problem. Now there are a few things you can do. First of all, if you excuse yourself, Onley, excuse yourself once. So that means you can say, sir, my apologies and that's it. Don't go throughout the conversation apologizing. So you just apologise once and that's it. Second of all, of course, you have to show a bit of empathy. You can say, sir, I fully understand. You could say I fully understand This situation is not ideal for you. I fully understand this is not a comfortable situation. However you want to put it, show that your empathic now what you have to know about solving complaints and situations is you cannot do it. What do you mean? Well, you don't have the solution on Lee, the customer has a solution on Lee. The guest knows what he or she wants because it's already in their heads. What you can do is give them options. He can Well, let's say, suggest things. You can suggest him a B or C, and you can have them choose whatever they would like. Now. The problem here is that mostly they will choose an option, which is not commercially, the most interesting to you, where you can steer them in a way. And that is where this is where you use language. Use your bully language, the intonation in your voice or the way you pronounce the words you're using, etcetera. So again you apologize. You show empathy, and then you propose a few suggestions. Now let's say, for example, somebody has a stake on the cooking time is not what he asked. He asked for. Well done. And he's getting a medium now. What you could say. Yes, sir, I truly apologize. I fully understand this is not the best situation. Or you could say I fully understand that you're in a hurry now. This is what I can do for you. And as you can see. I put the emphasis on the word this. Now this is what it could do for you. I can get your state back to the kitchen and have another one ordered. That may take about 15 to 20 minutes, or we're not going to charge you for the steak if you prefer to continue now. I just gave him two options he's got to choose from. It might be that he says, Leave it. It's fine. If you take it off my belt, it's fine. But if he doesn't, he can choose the other one. Whatever he chooses, he chose the solution. Never forget that. And that is the order of recovery, letting the guest choose the solution. Now it's not done yet. What else he can do is follow up, follow up, follow up. You have to keep taking care off this customer. That is very, very importance if that customer we pay the bill, put down the money and walks out without a goodbye or whatever. Very, very bad. At least you have to escort them to the door, even if you can escort them to the car, whatever. But you have to show that you care, because again that is the heart, the heart off hospitality and the art of hospitality is Carrie 9. Table manners: table manners is something that you will that will serve you always. It's like learning how to walk. You will make use of it at all times. On a little knowledge of table etiquette will go a long way, since you will completely, comfortably be during the meal. Your table manners will also tell a lot about yourself. We see that more and more companies take a potential employees on an interview in restaurants. When somebody knows how to behave at the table, it will not be noticed. But if they have bad table manners, it will show quickly. In essence, table manners are very easy. You follow the lead off the host or hostess. When they invite you to the table, you act upon it. A good host will announce a few minutes beforehand. That dinner will be served on. That gives you the opportunity the guests to go wash their hands, which is etiquette language for visiting the bathroom. A good rule of thumb is actually that you don't leave the table or postpone it as long as you can. Another tip I can give you is that the ladies go touch up their maker but minimise on the lipstick since lipstick on a glass is not considered very convenient. When the lady of the house precedes the guests, she will point who sits where and maybe there will be named cards on the table. And of course, the gentleman should let the ladies be seated first. And if you want to be a real gentleman, you would assist the ladies with the chair. When you sit down with the lady, you put your hand back to the left, or maybe just under the chair and some fancy restaurants, he will get a stool or a table to put your hand back on. Its very fancy. When he sit at the table, we would advise you to sit on the front off the chair. That will actually force you to sit up straight and not lean back because you can see what happens. It looks more relaxed and in a social situation, like amongst friends, that is fine. But in a formal or business situation, you might want to sit up straight and show that you have table manners. You probably know not to put your elbows on the table, but what do you do with your hands? There is not really a clear rule on this in the English etiquette. It put it on their lap and the French, they would fall their hands like this and put it on the table. So that's with everything in it tickets. Sometimes there are different opinions on things, and let's start with the napkin. This can be in many faults and shapes. The first thing you do when you sit down at the table is take the napkin and put it into your lap. The main rule is that when you take a napkin and you put it on your lap, it will never touch the table again during the whole meal. But we will come to that later. You would also not take the napkin before the host or the hostess would take that napkin throughout the whole dinner. It's a good idea to follow the lead off the host. You shouldn't drink before the host. You shouldn't eat before the hosts. You just follow their example. The correct way to put the napkin on your lap is folded. There is a bit of discussion in the etiquette literature. If you should actually fold it like this or rather like this. We would advise to do it like this since the tip will create a gravity point and it will stay between your knees much easier. If you do it like this in the rectangular form, it might slide off your lap much quicker. Never put your napkin into your shirt or around your neck that is deemed very inappropriate . And should you leave the table, which you actually have to avoid Where do you place the napkin? What do you do with the napkin? Well, that depends on the chair. If you have a chair who has no arm rests like this one, you would leave the napkin on the seat off the chair. If it does have an armrest, you will leave it on the left arm. Rest just like this. You would never leave it at the back off the chair. The simple rule is once you take a napkin off the table, it doesn't touch the table again until the end off the meal. And actually the same goes for Kateri. But we will come to that later when you are finished. Never fold your napkin to the original state because that means that you want to be invited again, and obviously that is rude. You should leave it more like this, and you leave it to the left side, off the original table setting. Never put it to the rights because that means you want to stay the night. Although it might come in handy on a date, for example, use off the napkin is to clean the corners of the mouth, not to wipe it. Also, the inside off the napkin is the one you use. So you stabbed the corners, you close it again and put it again on your lap because that will also not show the stains on the napkins and will not touch your clothing. So the stains will not coming in contact with your trousers, for example. Way, let's move on to the actual eating off the food. If you had a lot of cutlery like this and you might be confused, the golden rule is to eat from the outside to the inside. This is the correct way how to hold your fork. And this is the correct way. How toe Hold your knife. You would actually never hold it like a pen. You also bring the fork to your mouth, not your mouth to the fork, and obviously you would never use a knife to bring to your mouth as well. It only is there to cut things and to assist. To put things onto the fourth try also to eat at a pace and watch everyone at the table so you are not finished too quickly or too slowly. Pay attention to the conversations at the table and to the people around you, especially the host and hostess. Make a little noise as you can, and do not point. What your cutlery. It is wiser to take a break from eating, maybe to drink, maybe to have a conversation. And if you want to pause, the only correct way to put your cutlery is like this. What we see is that a lot of people do it like this, but that is not correct. And let's say you're eating soup and there's just a little bit left in your plate. How do you go about it? Well, if this is the plate, he should tilt it. But you should tilt it away from you so that the leftover soup is going towards the front Then you take your spoon and you go towards the front off the plate where you scoop up. Actually, the soup and it it. That's the correct etiquette. If there's something you don't like during the dinner, you should at least try it. Put it to the site so that the plate seems as empty as possible. When you are done eating, you put your cutlery parallel in your plate might be a three o'clock four or six oclock. This can differ from culture to culture. Just what do the people at the table now work on bread, butter and breath plates. The correct way to use the butter knife, which is this one, Not a bread knife, since bread is never to be cut, but to be broken is to ask for the butter. Don't reach too far over the table to get the butter at any cost. To avoid asking for the bottle every time you would take a sufficient amount of butter to put on your bread plate for the entire bread roll. You put it on your breath plate. Break a piece of bread off and butter that piece. You are going to eat this way you will make sure they have enough butter and not need to disturb the other guests every time. And when serving wine, you have to look at the glasses. Glasses like this can hold quite a bit of wine, so don't serve too much. 1/3 for example, even less is more than enough. The one can develop in the glass, and it reduces the risks off people, spilling wine if the glass should be too full now, the right way to hold the glass is like this or like this. Never use your pinky when you drink, because that is considered very root. When you drink coffee, always take out this spoon out of the cup. Place it parallel to the handle off the cup when you are finished with the meal. Finally, do not forget to compliment the chef. If this is an outside caterer or an in house chef or even the lady of the House always compliment on the food 10. Allergies and diets: allergies and diets. While these days it's to be taken very, very seriously. What you should do is pay extra attention to these people. Now it starts, obviously when they make a reservation in the restaurants. When you got them on the phone, you can immediately show that you're interested in their person and the fact that they're coming. So you could ask on any allergies or diets we should be aware off now if it happens when they're already in the restaurant and they didn't announced it during the reservation, you should pay extra attention as well, because what happens is that these people are always, like left to themselves. They're like served last on DSA. Sometimes chefs don't really get it. They think, Oh, they're just being annoying, etcetera, etcetera. Well, try to not fall into that trap. Give them some very special attention. Now, what you might do, for example, is when you take the order, you could say to somebody who doesn't have an allergy or a diet for a good sir. Well, make sure you get that straight away, etcetera, etcetera. We can give a bit more attention to people with allergies and diets. You could say while you take the order, for example, that's an excellent choice. I actually tasted it myself, and it tastes delicious, whether it's true or not. And hopefully it is true, because you should be tasting. You wrote your own food. It gives them that extra kind of confidence. It gives them that extra feeling off. Oh wow, they really think about people like me might be lactose intolerant. Might be gluten. Whatever it is, give them a small bit of attention. That would also happens this that when you go to the kitchen, you go get the dishes from the chef. Sometimes people with allergies and diets, the dishes already try to take out all of the food at once. So let's call it the regular people and diet slash allergy orders at the same time. Because if they come in last, they're gonna feel left out again. Even batteries. When you serve them first, it's a bit the same one. You have coffee and tea drinkers now. In the old days, people who drank tea well in certain parts of the world that were kind of looked at bit strange. I mean, everybody took coffee, didn't they well, that has changed as well. Obviously. So the same goes with tea drinkers. Served them first. Give them that special bit of attention. And that is what I wanted to say to you in this lesson. 11. The chef is not always right: you cannot run a restaurant by yourself. You got colleagues on. Do you got the dishwashers? You got your colleagues serving with you, and obviously you got the people in the kitchen. Now, in the hospitality industry, there's always been a while. It's not been a fight, but, you know, it's kind of a discussion. I work in the kitchen. You do service. It's not the same. Were more important, etcetera, etcetera. Now I've always steal away from this. Why? Because I respected everyone. You know, for example, how important a dishwasher ISS if you don't get anything plates. Well, you cannot serve people right. Every person in that chain is hugely important. A professional dishwasher. Yes. You heard me say that, right? A professional dishwasher is as important as a professional waiter and a professional chef because it goes into the logistics of the restaurant as well. If you with the waiter, you need an extra pair of by no knives or forks or whatever You come into the kitchen, they're not clean. There you go, your whole services rooms. So respect all of them Now. That being said, he must know that I grew up in a restaurant and I You know, I served people together with my mother over in the dining room, and it was my father and my brother cooking. So my father was the chef. Now, this makes it even a bit more difficult when you're working with family, Trust me. But if you're working with a normal family, chef, if you will, um, there could be a bit of egos on both sides. Don't get me wrong. The chef and the maitre d or the waiters. Now, don't fall into that trap. Respect everyone. But the chef is not always right. I mean by that. If you have, for example, it's a dish where you have fish, you're ready to take it away. You're ready to take it out on all of a sudden You smell something fishy, if you know what I mean. It doesn't smell right. You have the obligation to tell the chef you have the obligation to tell him because you know it's busy for everyone. Maybe he didn't notice it, but nevertheless, you never take something out, which is not to the standard you think it should be. So if fish is not smelling right, if we see some texture on the lettuce or whatever it is. Don't take it outs. Talk to the chef with the most of respect can. And if there's like a big discussion, maybe you need to take two or three colleagues you know to have a second opinion. Or maybe you got to call the manager whatever. But you have to show your profession ality, and that is why you should be interested as much in food as you should be in other parts of your job. So the chef is not always right, but you should respect everyone on your team. 12. Know your product: I once went to a restaurant on waiter coming in on welcoming us. He was absolutely charming. He was friendly, He was warm. He guided us to our table and, you know, he talked about how they had been. Etcetera is just warm, warm welcome. That was Sit down and we get enough very TV and sum's canopies And what have you and all of a sudden he gives us the menu. So we look at it and I asked him a question. So there was meat on the menu. It was like like beef. And I asked him, Is this locally sourced meat? Um, I don't know. Was his answer all informed with the chef Great reaction. So I would have gotten that information a few minutes later and that was actually the case . So we explained me that wasn't locally, but anyway, it tastes great, etcetera. So I ordered the meat on and there was a source with that, and it was like I never creamy sauce on When I started eating. I sense that was something special, something very nice in the source that has a great taste. But there was like, a very special element. I couldn't really place on my palette, and I called him over and said What's in the sauce? And he said, Cream, I thought to myself that that's a bit off a short answer I said, Yeah, but it's like a distinct taste in there and I couldn't really place it because I have eaten in 100 times and sometimes you know you can place it now. He couldn't tell me what it waas, but more wife could, and she said, It's rosemary. On the moment, she said, Rosemary, I said, Yeah, it's after That's what it iss The fact of the matter is, if you are a professional waiter, you should know everything you are serving every little ingredients, everything you can see on a plate, anything you can taste on the plate, you have to know it all. And where can you get that information? Yes, the chef. Now, before you put down anything, you have to dissect it, whether it be a small can obey, whether it be the bread, what's in the bread? The butter is the bottle, for example, sold it. Is it not sold? It doesn't come from what's I don't know who made it. What was the color of the T shirt when they made it? I'm just exaggerating, but you should know all of this information that shows that you're a professional waiter and that you care. And not only that. It's also that if you have, for example, people with allergies and they haven't told you up front, it's good for you to know what's in there and what's not. So in short, no, what you're serving and not only with food, also with wines, will talk about wines much later. May have to know your wines. Hey, hold on. I don't know anything about wines. It takes years for me to learn. Yes, but you can do the effort off research before going to a table. You can at least have a look at the bottle. You can look it up online, can use an app. Whatever you want. You have to know. At least you have to know at least what the grape waas when the year Waas who made it where it was made. It goes with this and this dish, whatever you have that responsibility as a professional waiter toe perfectly know what you serve. Trust me, it will stand you out from the crowd 13. Thank you: Well, congratulations. You've done it. And thank you so much for taking the course. Now, this might be the first step in your career. Or maybe you already a bit of an experience waiter. But it doesn't stop here. Being a waiter will continue all of your life. There's so much more to discover. You can go into cheeses, into wine, into cigars much, much more in depth. And I can't wait to see what results you will have from taking this course so well done. Good luck in your career and cheers.