Unit 2

Taking orders

When the waiter is assigned a table, the main task he or she must complete is, of course, taking the customer’s orders and serving them. Here, we’ll look over a few key elements which any good waiter or waitress should pay attention to in order to be able to perform their job properly and satisfy the customers’ needs.

First, how do waiters take orders? There are two ways to do this – either with the traditional way of writing the food items down on a notepad of some kind or using your phone apps to record the order and send it to the kitchen staff via the restaurant’s internal POS system (we’ve talked about this in the previous unit). Both options have their pros and cons, and their use depends on the policies of the establishment you work for and/or personal choice. Some people may find that writing things down on paper is more efficient and easier for them while others prefer the quickness of the phone apps. 

Secondly, a good waiter/waitress needs to keep an eye on the table they’re serving so that they will know when the customers are ready to order. If the waiter is distracted by other things, they risk leaving the customers unattended for too long, which will make them annoyed. On the other hand, if the waiter goes over too quickly, they won’t give the customers enough time to look over the menu and consider their choice. 

Thirdly, when taking down the order the waiter/waitress should take the time to repeat everything they’ve written back to the customer to make sure there are no mistakes. This is an easy way to prevent wrong orders and show the customers that their waiter/waitress is attentive and pays attention. 

And lastly, any waiter/waitress should be familiar with the menu items at least in general, if not in detail, so that they will be able to answer questions from the customers. They should also know which items are no longer available or in limited quantities and warn the customers beforehand so they don’t waste time picking something that might not be available anymore. If the waiter/waitress cannot answer a question, they can ask the chef or one of the other cooks and then get back to the guests with the explanation. 

In general, waiters and waitresses should have a polite and friendly demeanor, which can do wonders to put the customers at ease.

• I will be your waiter for tonight.
• Please, have a seat.
• Would you like to start with something to drink?
• I’ll take a cold glass of red wine.
• I’ll bring you the wine right away.
• Is there anything else you’d like to order?
• Would you like to order one serving or two?
• Please, let me know if you need anything else.

If the waiter/waitress’s shift covers the time periods during lunch or dinner, it’s likely that they will have to offer the guests the special of the day or the main course for dinner that day, as well as answer questions regarding the specific meals. 

When the waiter/waitress wants to draw the customer’s attention to a specific item, they usually start off right after the guests are seated before they’ve had time to settle on something else. Then, of course, praising the food item and listing off its good qualities will help the customer agree to try it.

Waitress: Good day, Mr., and Mrs. Render. I will be your server today. Would you like to start off with something to drink?

Mrs. Render: No, thank you. I want to look at the menu first.

Waitress: Of course. Here you go. May I offer you the lunch menu? Today we have the Veal Parmesan and it’s combined with a refreshing glass of cold white wine of your choice.

Mr. Render: Oh? Do you have “Albariño”?

Waitress: Yes, sir, we do. And if I may suggest trying the veal as well. It’s roasted with a thick layer of parmesan cheese on top and the meat is sourced from the best local farms to make sure it’s top quality. It’s tender and juicy and we offer it with a lemon-garlic sauce, which makes it practically melt in your mouth.

Mrs. Render: Hmm, that does sound tasty. What about the side dishes?

Waitress: We offer a choice between roasted vegetables and mashed potatoes with extra garlic bread on the side.

Mrs. Render: My husband is allergic to potatoes so perhaps the vegetables will be a better option. What do you think, dear?

Mr. Render: Yes, I quite like it. We’ll have the veal then.

Waitress: Excellent! So will that be two glasses of “Albariño” with two servings of veal with parmesan cheese and a side of roasted vegetables? 

Mrs. Render: Yes, that will be all. 

Like we mentioned at the beginning of the unit, in order to avoid many of the potential issues while customer make their orders, it’s a good idea to state upfront which items on the menu are still available and which are not, as well as if there are any inconsistencies between what’s written on the menu and the reality of the food items being offered – for example, if there are any price changes which haven’t been shown on the menu page yet, added allergens and so on. 

If the customer asks a question to which the waiter/waitress doesn’t know the answer or isn’t sure, it’s best to politely ask the guests to wait while you go and check with other staff members or the manager to make sure you have the right answer. Most customers wouldn’t mind waiting if it means they’ll get the correct information. If the situation escalates and the waiter/waitress can’t handle it on their own, they should not hesitate to call the manager or host of the establishment. 

If the waiter/waitress has made a mistake, the best solution is to apologize and correct it as soon as possible. If it’s possible, they might offer the customer a gift of some kind in order to placate them. 

Waiter: Good evening. Let me show you to your seats, ladies. And here is the menu.

Customer 1: Thank you.

Customer 2: What are your non-alcoholic recommendations? 

Waiter: We offer a wide range of soft drinks, as well as fruit juices and bottled water. From the warm beverages section, you can see we have hot cocoa and coffee. 

Customer 1: I want jasmine tea with a pinch of sugar. 

Waiter: My apologies, ma’am. We currently don’t offer any teas, unfortunately. 

Customer 1: But you have it on your menu.

Waiter: Yes, the menu cards haven’t been updated yet since the change happened last week. I’m sorry for causing you confusion, ma’am. May I offer you some warm milk instead? We typically serve it cold or mixed with coffee, but I could ask the kitchen to warm it up if you’d prefer it.

Customer 1: Yes, alright. One glass of milk then.

Customer 2: And I’ll take the hot cocoa, please.

Waiter: Certainly. If you’d excuse me, I’ll be back with your orders shortly.