Table Service & Upselling

Types of Table Service

Depending on the event or meal being served, the type of table service will vary. Formal dining at restaurants will be different than at a buffet or catered wedding reception, but all service types aim to serve patrons quickly, efficiently, and with great care.

American - The most common style of restaurant service; Customers first choose options from a menu, and entrees are then cooked and plated in the kitchen before being served. Servers should use descriptive adjectives when explaining menu items to patrons, and have extensive knowledge of different flavors found on the menu. Successful servers are able to anticipate when to bring items to the table before they are requested. When serving a la carte, guests are given a menu and can choose pre-selected items, which works best in settings where there may be budget constraints, or when planning is required beforehand such as weddings.

Family-Style - Guests serve themselves from large platters presented on the dinner table. Dishes and trays are then passed from the left to the right. Servers will generally be present for the beginning and end of the meal to set up and then clean up the table.

French - This type of service requires adequate space since food is prepared tableside for guests on a cart called a gueridon. Cooked foods such as steak, beef wellington, or bananas foster are prepared on a hot plate, or rechaud on the tableside cart.

Russian - This style of service is the most personalized since food is carved or garnished on a cart beside a guest. Unlike the French style, all food is first prepared in the kitchen, and then carried into the dining room on decorative platters. Make sure to warn guests of hot plates or beverages.

Butler - Also known as “flying serving”; Food is presented on a tray by wait staff, and the guests helps themselves. Butler service is often associated with appetizers and hors d’oeuvres at cocktail parties or events where there is no sit-down dinner. Servers at these types of events should continue to refill trays in the kitchen as soon as they are empty.

English - Commonly found in private dining rooms, English style service features a waiter or waitress individually serving each guest from a large platter, starting with the host. This style stems from English manor houses where the head of the house would do the carving, and then servants would distribute the portions.

Serving the Table - Most upscale dinners will include 5 courses, encompassing an appetizer, soup, salad, entree, and dessert. Many formal restaurants practice the open hand service method, which means that a server’s arms are never to be crossed in front of a guest, and food is always served from the guest’s left side. Plates should be rotated when being served so the protein of a dish is facing the guest, as opposed to a vegetable.

TIP - When serving wine, never hold a wine glass by the bowl, always the stem. Wine will stay cooler longer if the heat from your hand isn’t pressing against the bowl of the glass. Make sure to use a cloth napkin when pouring wine to wipe the excess drips from the mouth of the bottle.

Clearing the Table - There are some signs to gauge when customers are done with their meals in fine dining restaurants. Napkins will be put back on the table, and cutlery is often placed in a vertical position on top of a patron’s dinner plate. If customers need to get up from the table to use the restroom, or make a phone call, napkins are placed on the chair to indicate the meal is not yet finished. Removal of plates should always be conducted from the right of the guest, as this is industry standard. For meals with multiple courses, empty glasses and plates should be cleared prior the arrival of the next course.

Important Tips to Remember:

Ladies are always served first
Never eat, drink, or chew gum in front of guests
Always exhibit proper posture- Do not slouch, cross your arms, or leave your hands in your pockets while on service
Press uniforms to eliminate wrinkles, creases, and make sure they are free of stains or excess food.
Only use employee entrances and exits during formal functions
Do not engage in informal conversations with guests

Upselling our Guests

A is for Ask.

Let’s start with one of the most important upselling tips: Make the ask. Too many servers fear upselling. Their top concern? Seeming too pushy. However, when upselling is done right it enhances the guest experience and builds loyalty – all while increasing sales.

B is for Because

“Want to make it a double because it’s Monday?”

A study showed that when the word “because” is used in upselling, 93% say yes – even with an offbeat reason…like a case of the Mondays. 94% will say yes with a good reason. Without “because”? Just 60% say yes. So, try these upselling tips, because they work!

C is for Command

“I can add fries for $4?”

Hide a command in a question. This is one of the top upselling tips. Plus, it’s hard to say no when a server makes a personal request by saying “I.”

D is for Describe

“Would you like a side of fresh, steamed broccoli topped with melted, smoked cheddar?”

as opposed to "wanna try our cheese broccoli, it's pretty good?"

Want to increase sales of specific menu items by 27%? A Cornell University study recommends rich, vivid descriptions. This is one of the best upselling tips for your servers.

E is for Entertainment

As the guests server, you are their main entertainment for their visit.

F is for FOMO

“We’ve got just 4 specials left. I can put your order in now.”

FOMO stands for fear of missing out. As far as upselling tips go, it’s a no brainer. The server becomes the guest’s hero, ensuring they don’t miss out on a hot seller. At the same time, the server is upselling from a regular menu item to the night’s special.

Nightly specials are priced for a high profit margin. Many guests assume specials are a great value – often ordering them without asking the price.

G is for Go-To List

“My 3 suggestions for you are…”

Upselling tips are made easy with a go-to list of the top 3 highest profit margin items for every menu section. Managers should train waitstaff to memorize the 3 items. That way, servers are ready with the most profitable answer when a guest asks “what do you recommend?”

H is for Highest Price

“Can I suggest our Low Country Shrimp & Grits?”

Many of these upselling tips involve suggesting higher priced items. Yet, many servers avoid recommending a top shelf swap or the best steak on the menu. Why? They don’t want to seem “salesy.” The opposite is true.

Guests feel flattered when a server assumes they can afford a trendy new wine or gourmet item.

Not presenting guests with your best options is a form of down selling.

I is for Influence

“Would you like wings and rings to start? It’s our most popular appetizer.”

Popular. Best-selling. In-demand. Servers should highlight top sellers. This is one of the best restaurant upselling tips for indecisive guests.

J is for Just Right

“I can review our 7 entrées with you.”

Many restaurant upselling tips revolve around your menu. Want a menu that upsells? Have just the right amount of options. The study suggests 6 items per menu category for quick service, and 7-10 per category for fine dining. With too many options, guests get “choice overload.” For example, with 13 dessert options, a guest may get bogged down by indecision – and skip dessert.

K is for Knowledge

“These tacos pair perfectly with pale ale.”

Knowledge is power when it comes to upselling tips. When servers take entrée orders, they should offer pairing recommendations – like these 13 best beers to pair with tacos.

L is for Largest

“Would you like the 12 ounce steak?”

When a guest says “I’ll have the steak” – confirm their order with the larger size. If the guest had the 8 oz. steak in mind, they’ll just correct you. Assuming the larger size is one of the easiest upselling tips.

M is for Mastery

“I know how to upsell.”

Ok, your server won’t say this to a guest. But of all upselling tips, this is a must. Don’t leave upselling up to chance. Train your team! When hiring new staff, include upselling tips in the onboarding process.

N is for Nine

“Interested in one of our house martinis for $9?”

People love the number nine. In a study of clothing by MIT and University of Chicago researchers, customers bought more of an item when it was priced at $39 – even compared to $34. So if your martinis are $8…put these upselling tips to work. Make ‘em $9.

O is for Options

“You can see all the options for each menu item.”

No, not on a printed menu…on a digital menu. Restaurant touchscreen tablets put most of these A to Z upselling tips into play – automatically.

For example, guests could click on “Caesar salad” and see: extra dressing, chicken, salmon, or even a larger dinner portion. It’s a customer-focused way to upsell: let guests build their perfect meal. The best restaurant tablets even prompt guests to view extras and add-ons for each item.

Plus, touchscreen tablets stay at the table. Guests can place orders and re-orders on a whim without waiting for their server. Instant gratification for them. Easy upsell for you. It’s a win-win…like all of the best upselling tips.

P is for Patience

“Have any other questions?”

Embrace the question-happy guest. Take time to guide patrons to their perfect pick. Upselling tips work best when servers show genuine care for guests. Earn trust early on and the guest will be more open to your upselling suggestions.

Q is for Quiet

“I can turn down the music if you’d like.”

Better yet, don’t even ask. During slower dayparts, keep music low and slow. Studies show relaxing, slow tempo tunes increase drink and dessert sales by up to 40%. Who knew the right restaurant background music could be one of your best upselling tips?

R is for Recommend

“I just tried the chef’s new vodka sauce – it’s great, you’ll love it.”

Ensure your waitstaff tries every menu item so they can make personal recommendations. As far as upselling tips go, this is essential. When a server knows the menu, she can use more vivid descriptions – which can increase sales by 27%.

S is for Sample

“Would you like a sample pour of that craft beer?”

Free samples can boost sales of an item by up to 2000%. Yes, 2000%. This is one of the upselling tips that seems too good to be true.

T is for Takeout

“Since you’re full, I can pack up desserts to go!”

When guests are too stuffed for dessert, make them feel FOMO with upselling tips for takeout. “I don’t want you to miss out on our chef’s cheesecake…you can take it home.”

U is for Use Their Name

“Matt, would you like another beer?”

Say the guest’s name whenever possible. Studies show hearing one’s name activates the reward center of the brain, making it easier to ask for the upsell!

V is for Variations

“Any of our menu items can be made gluten-free.”

Let guests know if your restaurant offers variations like gluten-free, vegetarian, or vegan. They may add on extra items. In addition to being top upselling tips, catering to a guest’s dietary lifestyle is also a great way to build loyalty.

W is for WIIFM

“Want to try our black n’ blue burger? It’s a filling half-pound burger.”

Does your waitstaff speak in features…or benefits? The best upselling tips revolve around this golden rule: tell guests how the menu item benefits them. The golden rule is also known as “What’s In It For Me” or the WIIFM rule. In this example, the server highlights the burger’s size – and how it provides a filling meal.

X is for X-Ray Vision

“I see you’re having trouble deciding, I suggest the…”

All upselling tips and tactics require servers to read the customer – especially this one. Try to spot the indecisive guest, then rescue him with a personal recommendation using the “G is for Go To List” upselling tips.

Y is for Yes!

“Yes! You can order that burger without a bun.”

Be flexible when it comes to guest requests, no matter how silly they seem. From no-carb diets to paleo preferences, guests want the power to customize a dish. Your chefs may cringe, but servers should enthusiastically say Yes!

Z is for Zeroes

“Check out our wine list…we have 9 choices for $9”

See what we did there? Two upselling tips in one. You already know about the number nine, did you know that keeping zeros off your menu can upsell? Guests perceive items with double zeroes – $9.00 – as more expensive, and items without zeroes as a better value.

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