How to Behave at a Sushi Restaurant

How to Behave at a Sushi Restaurant

by | Jun 17, 2016 | IndiNews

Everyone seems to be eating sushi these days. What some people do not realize, however, is that eating this traditional Japanese food comes with its own set of rules, most of which are in regards to showing respect to the chef that prepared the food. If you would like to learn how to behave at a sushi restaurant, here are some things you should know.

Sushi is Art

Traditionally, one learns to appreciate art by going to a museum or gallery to observe it. The beginning sushi chef starts his or her career by watching other sushi chefs for as long as the first month of training. Chefs use certain body movements and ways of cutting and arranging the food that results in beautiful arrays that vary in color, texture, size and taste, and, therefore, a true culinary art. The appearance of the sushi is as important to the chef as the flavor, so one should take his time to observe and appreciate the food when it is served.

If seated at the bar, it is proper etiquette to order sushi directly from the chef, but to reserve drink orders for the wait staff.

If one would like to see the artful process involved in making the sushi, he or she should request to sit at the bar in front of the prep area. If seated at the bar, it is proper etiquette to order sushi directly from the chef, but to reserve drink orders for the wait staff.

If a tip jar is provided at the bar, it is proper to place tips into it. However, if no jar is available, tipping the regular way when the check arrives is perfectly acceptable.

Chopsticks

Although some people prefer to eat sushi with their fingers, which is perfectly acceptable, it is most commonly eaten with chopsticks. There are all kinds of chopsticks. However, unless the sushi restaurant is a particularly high-end establishment that provides high-gloss, finely carved chopsticks, the sticks are usually provided in thin paper packages that diners open and extract themselves.

It is considered insulting to the sushi chef to rub the chopsticks together to remove these splinters, because this indicates that the sticks are inferior, so just leave them.

Upon opening chopsticks, one often finds they are joined at one end. A quick pull about midway down the stick will liberate one from the other, which is good, but sometimes, one detects small splinters of wood protruding from the area where the sticks were broken apart. Believe it or not, it is considered insulting to the sushi chef to rub the chopsticks together to remove these splinters, because this indicates that the sticks are inferior, so just leave them, unless they appear in areas that obstruct the fingers, or there is a danger of consuming them.

If one is dining from a communal table where the sushi is served on a shared platter, the chopsticks should be reversed to their wider ends to remove the food, and then flipped to the pointed ends for eating.

Condiments and Dipping

Sushi is usually served with certain condiments, such as soy sauce, a green horseradish called, “wasabi,” and thinly-sliced, preserved ginger. Diners are provided with small, shallow bowls to hold the soy sauce, and often use their chopsticks to place a little of the wasabi into the sauce and mix it with their chopsticks for an added flavor kick. However, This practice is considered incorrect. The wasabi should be dabbed onto each piece separately as it is eaten, and used sparingly.

 When prepared correctly, sushi is finely crafted with perfect, delicate balances of flavor that are overshadowed by the flavor of the ginger.

Dipping the fish side of the sushi into the soy sauce keeps the food in place. Dipping the rice side in can cause the rice to dislodge and fall into the sauce, which can again, insult the chef. However, the bites should be eaten with the rice side down, so the taste buds will not be overwhelmed by the salty flavors of the sauce.

Never place ginger directly onto the sushi. When prepared correctly, sushi is finely crafted with perfect, delicate balances of flavor that are overshadowed by the flavor of the ginger. The pink condiment should be consumed between bites to cleanse the palate in preparation for the next bite.

Gratitude

In addition to a tip, a polite “thanks” should be given to the chef and/ or staff. A quick, “domo arigato” is sufficient, but “thank you” will also suffice.

Sidenote: If you love sushi and you’re looking for a job, find opportunities with top sushi restaurants on Sirvo!

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Host Hacks: How to Deal with Angry Customers

Host Hacks: How to Deal with Angry Customers

by | Jun 15, 2016 | Career

Unfortunately, there are many situations at a restaurant where a visitor may expect more than they’re given, and as a host, you’ll need to rise to the occasion and act as the face of the restaurant. Use the following tips to keep your cool and handle angry customers like the pros in the meantime!

Remain calm

The number one thing you can do is take a deep breath and bite back any indignant responses or angry feelings. Remember that you are at work, and the customer’s concerns aren’t personal to you: you’re there to keep as many people happy as possible.

In addition, your anger will likely make the situation worse, by fueling your customer’s negative feelings even further, rather than bringing them down to a manageable level.

Show them you care

Go a step beyond nodding and calmly responding to your customers. Truly reach out to them by finding their real concerns from what they say. When you can respond by letting the angry customer know that you hear and understand exactly what upsets them, they’ll feel much more taken care of, acknowledged, and thus, helped in their situation.

You may not be able to solve every issue, but do answer all complaints by saying, “I understand, Mr. Smith.”

You may not be able to solve every issue, but do answer all complaints by saying, “I understand, Mr. Smith. You had hoped to be seated sooner and want to know what we can do about it. I will speak to a manager/see what I can do/follow up with you in a moment.”

What you do here is twofold: you both make the angry customer feel heard, and you help stem further explanation of the issue from them by making it clear it’s been taken seriously.

Show empathy and apologize if appropriate

The next step is to show that you, as a representative of the restaurant, care for the customer’s concerns. Whether or not you personally feel for that person, you need to be professional in your ability to take care of the situation, and part of that is to show empathy for frustrations.

This can vary depending on the situation. For a customer intent on causing a scene, no matter what the case, you may decide to apologize for the difficulty they’re having and suggest they return when the restaurant is less busy and their needs can be tended to more thoroughly.

For a customer with valid frustrations that you can’t personally fix, apologize for their situation and show your sympathy. Then, move on to the following step.

Resolve the issue, as best as you can

Show that you’re working to fix the problem, and take what steps you can to address any customer issues, within reason. When you’re faced with a conflict that can’t fully be resolved, but requires action, offer what you can: a free meal, a drink, etc.

Be sure to check with management to know ahead of time exactly how you are authorized to assist in these types of situations.

Be sure to check with management to know ahead of time exactly how you are authorized to assist in these types of situations. If you do find yourself in a conflict that you can’t resolve alone, too, do be sure to bring in a manager, server, or some type of assistance–both to show you’re doing what you can to resolve the problem and to have a support system yourself.

From time to time, customers will show their frustration with you, as the face of the restaurant. By remaining calm, empathetic, and reactive, you can keep the situation light and diffuse tension, often ending the issue. Use your support system when you need it, and remember to remain unflustered and authoritative; you’ll control the situation like a professional every time.

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Electronic Ordering in the Restaurant Industry

Electronic Ordering in the Restaurant Industry

by | Jun 10, 2016 | Management

By now, everyone’s familiar with online ordering. Pizza Hut claims to have made the first sale over the Internet. Some fast-food businesses take almost half their orders that way. The next wave in restaurant technology is just getting started, though: Electronic ordering at the table.

In 2014, Applebee’s deployed ordering tablets at all its restaurants. The Presto tablet, produced by E la Carte, lets customers order and pay electronically. They can even play games on the device for a small surcharge. Chili’s has also automated ordering, using Ziosk tablets.

At Panera, people pre-order rather than sitting down first, but it’s also found tablet-based ordering useful to reduce lines. It chose an iPad-based system because many people are familiar with Apple’s iPhone and iPad.

Each company approaches the market a bit differently. E la Carte stresses efficiency and the opportunity for impulse orders, Buzztime promises a “mix of fun and functionality,” and Ziosk offers the ability to enroll customers in loyalty programs and let them buy branded merchandise.

With some devices, users can even take pictures of themselves and upload them to social media, giving the restaurant a little free publicity.

The point isn’t to put humans out of work. Speeding up the process electronically lets people order more quickly and lets the server concentrate on bringing food out and handling personal requests. Reducing the wait to order can mean more customer satisfaction and the ability to serve more people, increasing revenue and tips. It can also reduce customers’ anxiety about paying by credit card since no one takes their cards away to process them.

Customers will need time to familiarize themselves with the new style of ordering. Even if they constantly use their phones for purchases, this style of ordering at the table is something new for them, and not everyone is up on the latest tech.

Initially, deploying the devices will result in some confusion, and employees will have to assist customers. It may actually seem slower than in-person ordering for a while.

The software on the device needs to be as simple and straightforward as possible. It’s supposed to make the ordering experience easier, and a bad design could just scare people away. Customers need to be able to undo their mistakes and review their order before submitting it.

However, a mildly skeptical take from The Motley Fool points out some shortcomings in Applebee’s approach. Customers still need to order drinks in person. This is understandable for legal reasons, but since people usually order drinks first, it leaves a delay at the start of the process it’s supposed to speed up. The author also noted the lack of any way to leave feedback through the tablet. The latter point could easily be fixed, but it’s hard to see how restaurants could fully automate drink ordering. An “I am over 21” checkbox just won’t satisfy liquor licensing boards.

Data security is also an important issue. These tablets are Point of Sale devices, and retailers and restaurants often overlook how vulnerable they are. Wendy’s recently suffered a breach that affected PoS devices at 5% of its restaurants. The affected restaurants were franchises that used a different PoS device from the company-owned locations. Security is a particularly difficult issue for franchisees that don’t have the information technology resources of large chains. Franchisers can help the situation by making uniform technology available to franchisees and issuing recommended security procedures.

Keeping the devices behind a firewall and not directly visible to the Internet greatly reduces their vulnerability.

Accessibility is bound to become an issue. The tablets’ software should be flexible enough to let visually impaired users operate them, and servers will need to continue taking orders from anyone who just isn’t comfortable using a machine.

It’s inevitable that electronic ordering will continue to grow in restaurants. The businesses need to look at what their competitors are doing and decide when and how to make the transition. Employees will win if they brush up on their computer skills and plan on adjusting their people skills to the new situation.

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Host Hacks: Taking Reservations

Host Hacks: Taking Reservations

by | Jun 1, 2016 | Career

The restaurant host can be one of the most under-appreciated and difficult jobs in the industry. Between juggling information, keeping a multitude of personalities happy, and running each group on a schedule, a good host has a ton to do, and it all depends on a precarious balance that the host has to keep in play.

Being a good host can be learned, though; with some experience, and the help of these host hacks and tips, a host can seamlessly move to up the career ladder. Start today with these tips from the host stand. First up are pro-tips for taking reservations:

Be friendly and accessible

This is the restaurant industry’s golden rule, always: treat people how you would want to be treated. And whether you’re taking reservations remotely or in-person, this is the first step to excelling in your position.

Smile at the diner-to-be (even if you’re on the phone), and start the conversations by asking how can you help. You never want the guest to have to ask to make a reservation. Even if your guest is hoping to dine at an inconvenient time, or has asked for a reservation last-minute, you should be accommodating and patient.

Remember, you are the restaurant’s first impression, so you want to make it a good one!

Be knowledgeable about guests

Aside from asking guests when they’d like to dine and how many are in their party, you’ll want to get some background information as well. Not only will it impress guests but also be very helpful to the servers and kitchen staff. Some items ask about when taking reservations:

  • Dietary restrictions (vegan, gluten-free, peanut allergies?)
  • Table preference
  • Size of the group
  • Contact details
  • Time and date of reservation

An important note about the final point above, be sure to very nicely suggest an alternate time if the requested time is unavailable; you could easily lose business by letting this opportunity pass!

Be organized

With so much going on, you’ll definitely want to have an organization system in place so you can balance the many guests, servers and tables without losing your cool. This way, when last-minute guests do come in, you’ll be able to adjust for them easily.

Be sure to have a chart of all the servers on duty and keep track of their tables and guests throughout the night so that you don’t seat walk-ins in a busy section. This information will also be useful if a table is not turning over; you’ll know how to reorganize and where to seat the next round of diners.

Your restaurant should have a digital reservation system, but if they don’t, be sure to make note of all reservations on a physical form somewhere; the brain isn’t made to remember too many various details by itself!

Always know when someone arrives

With in-person reservations and guests alike, you need to always be accessible, and on top of your game. One key element, which can seem very small, is to acknowledge each person as they enter the restaurant, especially someone without an existing reservation.

Be sure that each person feels special, and that their reason for entering is addressed quickly and thoughtfully.

Not only will you make people happy right at the start of their dining experience, but you’ll cut down on walk-outs by being present and engaged with everyone.

These quick tips on success at the host stand will help you to stand out and improve the experience for diners, too. You’ll find that you can go far when you follow these hacks on taking reservations and be sure to check back for more host hacks coming in the next few weeks.

If you’re currently looking for a host job, click here to search Sirvo jobs and employers →

How to Create a Great Restaurant Atmosphere

How to Create a Great Restaurant Atmosphere

by | May 31, 2016 | Business Toolkit, Management

Your restaurant may have great-tasting food, but if the atmosphere is bland or distasteful, it will overshadow the quality of the meal. Not only will customers be unlikely to return but they’ll also spread negative reviews. On the flip side, a great restaurant atmosphere will make the fare taste better, keep your customers around longer and ensure that they’ll return again and again. This is why the atmosphere of a restaurant is just as important as the food, if not more so.

Lighting

The lighting in a restaurant should strike a balance that makes customers feel comfortable. During the day, when the sun is shining, the lighting should be brighter to fit the energetic atmosphere of the day. When day turns to night, the lights should be dimmed to capture that quieter, more intimate feeling.

When it comes to lighting, also consider what type of lighting fixtures fit the concept. For example, for an elegant, romantic restaurant, chandeliers and candles would work well, but not so much for a modern restaurant concept.

Color & Décor

The colors in your restaurant, on the wall and on the plate, have an impact on the dining experience. While warm colors such as red and orange ramp up appetite, cooler colors dampen hunger. Color combinations have similar effects; less contrast between the color of food and the plate on which it’s served has been shown to increase the amount of food consumed.

When making decisions about color, keep not only the concept and brand in mind but also the effect it will have on customers.

Décor is important as well. Simply put, bare walls in a restaurant are unappealing. The artwork and décor on the walls help set the mood and expresses the creative point of view of the restaurant. Each room should have a point of focus, but nothing too overbearing or busy as to detract from the elegance or balance of the overall design.

Music

For your atmosphere to be cohesive, the music needs to fit the restaurant. For upscale dining, music should be subdued and calming. In more casual restaurants, louder and faster music can help create a more social atmosphere.

For a bar or very social establishment, live music can be a great draw. Also, keep in mind that faster music leads to faster eating and quicker turnover. And, when it comes to volume, it should always fit the size of the room so customers don’t have to strain to speak over the noise.

Furniture & Layout

Furniture can have a big impact on the guest experience. It should fit the concept just as lighting, but needs to be inviting and comfortable. That said if you’re looking to turn tables over quickly, going too comfortable won’t be a good choice as guests will tend to stay longer.

Tables and chairs specifically should also be durable and easy to keep clean.

As for layout, tables should have enough space between them so that customers aren’t squeezed together, but close enough to retain a social atmosphere. If possible, separate small tables from large ones, because a single person or couple may be overwhelmed by the ruckus from a large group.

Personalized Service

Excellent layout and décor are only effective if the service is up to the same standard. Service staff including hosts, servers and server assistants should be attentive and polite without being stiff or overbearing. Service staff should also be knowledgeable; when asked about the menu or restaurant in general, having an answer at the ready is always best practice. Next best is making an effort to find the answer.

When keeping all these aspects in mind, it’s important to understand the organic nature of a great restaurant atmosphere. The ambiance shouldn’t be forced, but instead, develop naturally by adapting to the customers’ needs and the environment of the surrounding neighborhood. So, after putting the basic elements in place, let the ship steer itself.