It’s the weekend and I am posting this Blog article. I wouldn’t want you to get caught reading helpful information while you are on the clock. This post may be relatively short because it really is just common sense. However, so often it’s just a matter of following simple steps that shows your worth to the company you work for that you are more than just a body in a spot. The majority of the people who read the first two sentences of this post and click away are those people you may pass up for a promotion someday because you hung in there. I promise, it won’t take long.
Since it’s the weekend enjoy this example of exactly what I won’t be talking about in this post
Bloom Where You Are Planted
Bus Staff, Concessions Workers, Hosts, and Maintenance this one may ring true for you. Some may think that these are some areas in a company that you would make the least amount of impact to those who visit your establishment. I want to tell you that this is the furthest thing from the truth. While your pay rate may not be the highest it can be a stepping stone to some place you want to go. The person who learns everything there is about their job and does the best at it they possibly can will get noticed. I can’t think of the number of times I have wished as a server that there had been an effective and well engaged Host at the front. Some may think that is a very easy job – I have even heard it referred to as Monkey Work, but to be really effective there it takes skill and an ability to see the big picture to make you really great at this task. How many people would think a guy who sells Hot Dogs at a baseball game could move up in the world? Do you know how many people you brush up against in life when you do that kind of work. If you are good at what you do; opportunities will happen.
This one is going to get under your skin just a bit, and I am sorry. The person who is the most important while you are in a service oriented position is the person right in front of you. They aren’t on your cell phone, and they won’t be the server that is trying to flirt with you so you will give them more tables. The person you greet who walks through the door, or you see in the hallway when you are cleaning the room has the ability to really be an asset to you if you make them happy. A corporate praise can go a long way for you, and certainly a whole lot further than what a complaint will because they saw you smoking outside the building when the area around you is a disaster. Refer to the Manager’s frustration in the last post to understand my position.
Yes, I Can
You manager is often forced to be creative because he is in a pinch and you being willing to slide into something new is always going to work in your favor. Even if you really blow it, you were willing to try. A willingness to jump in will go a long way for you in anything you are involved in.
We didn’t have a guy to make salads on a busy night one evening and we asked a new host if he would step in. Well, that night we found out that the kid that was “filling in” was doing a better job than the guy who did it all the time. The fill in found him,self on the Expo line and now is a Server. Rob is a Diamond in the Rough. You never know what can happen.
Be On Time
I can think of so many times as a Manager that I would have really appreciated someone walking into the door that works for me when I got a sudden rush of business. It’s amazing how endearing you can become to your supervisor if you are there to bail him out. 15 minutes early is always appreciated.
The key to this one too is coming in prepared to work. In uniform and ready to clock on. A supervisor will grow tired of someone who clocks in before they put their coat away.
Smile, it’s the Best Part of Your Uniform
It’s amazing how much more what you have to say can change an impression if you smile. There are so many reasons why this is a good idea, and it’s so easy to do. Just take the opportunity and I assure you that it will make a difference in the people around you. I almost didn’t put this in because it seems so simple, but it’s essential. People like working with people who smile.
Like I said, this is a very short post and isn’t Earth shattering information.The key here is you need to do the common sense things because there are a lot of people who won’t. Keep it simple and stay true to the basics that will always be the best practice. Even if it doesn’t seem exciting, if you do your job with interest and grace it will reflect well on you at some point.
Thanks for reading!
I am sorry in advance, but this may be one of the best excerpts from a movie to be used to show the flavor of what I am trying to get across in this post. I will warn you it’s not a G Rated edit; none of the cuts that were G Rated were edited cleanly. However this clip from Roadhouse may be one of my favorite training scenes for the Hospitality Industry. Enjoy!
The one thing that you will find out in the Hospitality Industry is that not every guest that you deal with will have an appealing personality; as a matter of fact, they may be nasty and crass at best. This presents a couple of potential dynamics that you have to deal with. The first thing that can easily occur is you can let that customer cast a tone upon the experience that you may find yourself mirroring shortly thereafter. In addition to that, you may find it has a tendency to taint your disposition for part or even all of your shift. If you aren’t careful it can even bleed over into the rest of your week. These are issuers that you need to learn to tackle to keep it from getting into your mind and eventually your money.Part of being really good in the Service Industry is being able to shine when those situations arise.
This is such an important subject I am going to cover different aspects over the next post as well. In this post we are going to talk about your guest and their demeanor. This might give you some insight into the myriad of reasons you may be getting bombarded with a cold chill from that icy guest.
Did You Get the Number of That Truck?
I remember walking up to a table and introducing myself. Most days I have no problem keeping a smile on my face when I greet my guest, but this time I was blindsided by a snappy tome. When I asked how they were that evening they said, “You don’t want to know.” I was a bit taken aback and could have just tried to get a drink order and let it go; I am sure that the uncomfortable feeling would have ended as soon as they left. I opted for the other option and I simply responded, “If I didn’t want to know, I wouldn’t have asked.” Turns out this guy had just lost his Dad in a horrible accident and they had just dealt with that fiasco. In addition to that their car had broken down on route so they were dealing with that as well. They had a horrible few days and he was taking it all particularly roughly.
In Branson, as in many Tourist destinations, people get great deals on vacations from a Vacation Club or Time Share organization. Being in that industry in the past giving Front-Line tours I know that you work someone fort 90 minutes to earn the next 90 minutes. The guest that sits down at your table may have been the proud recipient of one of these tours and unbeknownst to him he also had the opportunity to sit for three hours or more through this 90 minute tour only to be told he didn’t love his wife and family enough to give them wonderful vacations, and that his Grand kids didn’t deserve such a legacy. With this being said, the mini-vacation he thought he was giving to his family may have just become an attack on his manhood in general.
What about the lady who uses the restroom before she comes through the lobby and drops her cell phone in the toilet, and then when she stands to retrieve it the automated flushing mechanism sucks her valuable communication device into oblivion? (Yes, this did happen while I worked for Olive Garden in Branson, MO) Talk about crappy reception.
There are two things you will find in all of these examples. First, these were all horrible experiences. Next, none of this was your fault. This is something I want you to carry with you into part two. In the post that follows we are going to deal with your side of the equation and how it all factors out for you in the end. Maybe it isn’t quite the cliffhanger you are looking for, but I hope you will find part two helpful.