Pizza Today - November 2016 - 32

3. Words that make the guest feel rushed. "I am always
careful to not make the guest feel like they're being pushed out
the door," says Tess Kelleher-Palmarin, a server and bartender
at La Motta in Boston. "Using words like 'done,' 'finished,' or
'over' can subtly send signals that are unwelcoming."
With all these caveats, what can the server say to clear
things up, so to speak? Nothing at all, suggests Gilbert
Lagunas, owner of First Class Waiter, a waiter training
service in Sacramento, California. The server should work
their section, reading each table for signs that guests are
finished. Then, Lagunas says, "Just make eye contact and
present your hand out, palm up, and extend it towards the
plate. They can understand just by the gesture and will say
yes or no." If the gesture doesn't result in a response, the
server can ask, "Are you still enjoying the food?"
Once the plates are cleared, servers are faced with
another challenge: Knowing when and how to bring over

the check. Slapping the check onto the table as soon as the
plates are cleared sends a signal that the guests are expected
to clear out immediately - but waiting until the guests are
frantically trying to wave the server down leads to frustrated
customers, not to mention lower tips.
Sometimes it's clear that the guests are settling in for the
long haul; for example, they may be engaged in a heated

conversation. But otherwise, skilled servers get a handle
on whether the guests are ready for the check by offering
something new. "This is effective psychologically because
instead of removing things, I am constantly adding to the
experience," says Kelleher-Palmarin. "Something as simple
as 'May I offer you the wine/cocktail list for your next course'
or 'Would you like to look over our dessert menu?'" When
guests start refusing the extras, she knows they're ready for
the check.
When it comes to the check, presentation is key: The
server places the check on the table face-down, and lets
the guests know there's no rush to pay. She then circulates
through her section, without hovering, so she's ready to take
the payment when the guests lay the cash or card on the tray.
The expression "service with a smile" doesn't refer only
to employees - if a server knows how to end a meal with
a sense of positivity and graciousness, your guests will have
smiles on their faces, too.
*Answer: Three. The server left the appetizer plates on the

table all through the main course, commented on how much
the guests had eaten, and made them feel rushed by presenting the check too quickly. n
LINDA FORMICHELLI

is a North Carolina-based freelance writer.

Body Language
Being able to "read" a table
is a valuable skill for servers.
We talked with our experts
to compile the most common
signals guests send.
* The guests have closed (and
perhaps stacked) the menus:
"We're ready to order."
* The guest is looking around
the restaurant: "I need a
server."
* The guest is looking around
the restaurant, but with a
desperate look on their face:
"Where's the restroom?"
* The guest makes eye contact
and taps their glass: "I need
more water/wine/soda."
* The guest makes eye contact
and nods upwards: "I need
something, can you come
over?"
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* The knife and fork are in
the center of the plate with
the tips together, making
an inverted "V": "I'm still
eating."
* The knife and fork are
together, with the handles
extended over the right
hand side of the plate in
the 4-o'clock position: "I'm
finished eating."
* The guest has placed a
crumpled napkin over what's
left of the food: "I'm finished
eating."
* The guest has started stacking plates: "I would like
these plates removed."
* The guest makes eye contact
and pretends to scribble
in the air: "Can I have the
check?"
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Pizza Today - November 2016

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