Kitchen Confidential- Secrets of The Front

Disclaimer: The opinions of this post don't necessarily reflect mine, those of The Wooden Spoon Chefs, or its affiliates. The experiences and information are from my experiences and observations and do not necessarily represent every restaurant or service industry professional.

A job in the restaurant industry can be one of the most challenging and stressful jobs one could undertake. Whether it be dealing with heavily intoxicated or demanding customers or dealing with a restaurant that fills up in a matter of minutes, it is not for the faint of heart.

There are two distinctions in the restaurant industry: the front of the house (FOH) and the back of the house (BOH). The front of the house consists of the bar, servers, bussers, and food runners, while the back of the house consists of the various chefs and dishwashers.

So just what do workers deal with, and how can you get the best service possible? Read on to find our version of Kitchen Confidential.

Ice Ice Ice

When you go to a restaurant and order a pop or water, chances are they will put ice in it. That's all fine and wonderful until you find out how little that ice machine is cleaned. Newer ice machines are very fancy and easy to clean; older ones, however, could take an entire day to thoroughly clean out mold or hard water deposits. Many restaurants can't have their machine down for that long, so as a result… the ice in your drink may not be as clean as you think.

Public Display of Affection

I think every server has witnessed it, from customers getting touchy to full-on making out. I've seen it numerous times. If your love language is personal touch, save it for the hotel room. It makes all the restaurant staff very uncomfortable when we have to come up to your table and ask you to stop. It’s not just restaurant staff who get uncomfortable; often, customers will ask us to intervene and break up the public display of affection. 

Upselling & Specials

When you walk into a restaurant, you may see a sign with the restaurant specials on it, or perhaps your waiter mentions them when they take your order. Rarely is it the case that the chef in the back has whipped up something new and exciting to try. There are two main reasons why a restaurant offers specials. The first of which is that they are trying to upsell you. You may have heard that customers typically order a glass of wine in the middle price range. This makes you think that you aren’t breaking the bank, but also doesn’t make you look cheap. Restaurants use these same tactics when pricing specials: they set them at the upper end, but they won’t be the most expensive item on the menu. The more people who order the special, the more money the restaurant makes. The more insidious reason for restaurant specials is that the restaurant is trying to get rid of food that’s about to go bad. Food waste = lost profits. So, when they advertise a special, be aware that the food you’re eating may not be the freshest.

Tipping

Servers can often be an interesting bunch when it comes to tips. It seems every server has a method to increase the percentage they bring home. 15% is often received if the server does a poor to medium job, 18% if a few mistakes are made, or 20% if service is excellent. I will almost always tip 20% or more simply because I can relate to what servers so often deal with- spoiler alert, it’s more than you may think.

While good service is a sure-fire way to better tips, a waiter's attire and mannerisms also hold weight. Many servers have some interesting techniques they think will increase their tips. Whether it be keeping the cap on a pen, using a fancier pen, or even keeping a small notebook with information about customers, there are some unique and perhaps superstitious methods to increase their tips. In my experience, if a waiter acts like they’re a waiter in the finest three-star Michelin restaurant, the customers will begin to think they're in a nicer restaurant than they are.

How Your Seated

Hosts are often on the front line of angry customers, and when they get entitled, the whole front-of-house system can crumble. When a host or hostess seats you at a table, it’s likely for a good reason. Restaurants are divided into invisible sections; each of these sections has a different server in it. So, when you request to move just one table over, you may now get a completely different server. The issue comes about when that server was sat twice just before you. Now they were sat three times in just a short period. So, when your server takes a few more minutes to get to you, it may be due to your seating change. 

Oftentimes, hosts are asked, “Why do I have to wait? There is a table right there!” Usually, the reason is that the table is reserved for a reservation. And while it can be frustrating, understand that the host can be under a lot of stress dealing with reservations, a long wait list, and angry customers.

What Does Your Server Think of You?

We’ve all had servers wait on us who are over-the-top bubbly and kind. While this may just be their personality, it is more likely to do with them wanting to increase their tip percentage. Servers depend on tips to make a living, as they are often paid minimum wage otherwise. So, to increase their pay, it may mean acting like they are their customers’ best buddy, even if they aren’t a fan. I can’t begin to tell you how many times customers come into a restaurant, request a server, only for that server to come up to me, visibly annoyed that they must serve them. With all that being said, servers do enjoy many of their regulars.

Restaurants also keep track of difficult or low-tipping customers. If you've ever been angry at a waiter or have been difficult to someone in a restaurant, chances are your name has been flagged and has a “nicely” written note on your profile.

The Single Most Frustrating Action

Back during COVID-19, restaurants were hit with innumerable restrictions on how they could operate. One of those restrictions was the number of people that could sit at a table- six. Naturally, numerous customers tried to bend the rules and sit down with seven people. Hosts and servers would often tell them they would need to split up, but that wasn’t good enough for these customers. Oftentimes, if customers don’t get the answer they like, it’s straight to the manager. Usually, the customer gets the same response from the manager. It can be frustrating and awkward for the server or host to have customers go right over their head when they are just trying to follow the restaurant’s policy. Customers may get what they want in the end, but this is a sure-fire way to not get exceptional service.

Angry Customers

Now, this is one I could go on and on about… each restaurant I have worked in has had its fair share of angry customers. Unfortunately, COVID-19 has seemed to increase the entitlement of customers, but also their boldness. While there have always been, and will be, customers who are frustrated with their server or take their bad day out on them, the modern-day angry customers seem to be getting worse.

During COVID-19, I worked in a restaurant where numerous bold customers popped out of the woodwork. One stormed into the kitchen and accused the general manager of being on drugs. Mind you, this was because she felt that she should’ve been able to eat in the restaurant, despite being prohibited from doing so by law. Another customer threw wine on a server and accused her of being “racist against white women” despite both the server and customer being the same race. And of course, there are always those customers who have been kicked out of restaurants for indecent acts.

While many use the service industry to pay for college or as a stepping stone, many high-end restaurants have service staff who are in it as their lifelong career. Working in a high-end restaurant is very different from that of a family-friendly restaurant. And while there are the select few who are just in the job for tips, many enjoy the job. However, when it comes to angry customers, we all dread the rest of the night.

How To Get The Best Service

A job in the restaurant industry can be demanding, from angry and difficult customers to nights with low tips, it’s not for the faint of heart. But there are things you can do to increase your odds of exceptional service. Patience and understanding are a big help; restaurants can fill up in seconds, and your server may be under tremendous stress. If your server takes a few more minutes to get to you, it’s likely not because they are bad at their job. Becoming angry at your server doesn’t help the situation and makes your server resent serving you. Be kind, and patient, and your server will be more than happy to help.

Now, let’s say the restaurant is very busy, and books up rather quickly. If you’re looking for a reservation, give this trick a try. Call the restaurant and say, "Hey (person's name), it's (your name), how are you doing, buddy… I'm looking for a reservation tonight." Act like you're the hostess's best friend; you may get that coveted reservation. Since they can't see you in person and won't necessarily make a connection between a face and a name, they may think you’re a regular and will try to work out a way for you to get a table.

Yet another way to get excellent service is to interact with us. Talk with us, ask us questions, and joke around with us. Most customer groups want to be left alone, so it is often nice to interact with a fun group of customers. Your table may become your server's priority if you genuinely talk with us and take an interest in us. However, if the server looks busy, it’s best to let them focus on their job.

When all is said and done, the Front of House (FOH) can often be a battleground between your server, the host, the kitchen, and the customer. In truth, these secrets may highlight the worst of what the front of house has to offer. A restaurant and FOH is a unique and exciting place to work. Your server, I hope, genuinely loves their job and customers. Their regulars and favorite customers are why they show up to work every day and aren’t just motivated by tip money. Now, sit back in a restaurant with a fresh perspective on what goes on behind the scenes.

Cheers,

Chef Olson

“The Flying Chef”