SERVICE STAFF
RELYING ON PROFESSIONALS FOR SMOOTH OPERATIONS

In any business, success relies primarily on the human element. It is the people behind the product that make the product shine. In the catering business, this is especially true. The food can be of top quality, event organization can be precise, but without competent, friendly and properly trained service staff, it can all fall apart. The staff is the link between organization and a successful event.

Lately we have received numerous accolades about our wait staff. We asked our clients a few questions about why they were so happy with the service. In our investigation, I found some interesting qualities that characterize our extended family, the wait-staff:

First, catering staff is extremely loyal to the caterer, as they are provided with a tremendous amount of steady work, resulting in potentially full-time hours for many contract employees. Waiters are anxious to do an excellent job that will lead to further work for the employee. Here, everyone is a winner, especially the client who receives top-notch service.

Second, the waiters have a great commitment to the client. The staff shares the client's happiness. An effective staff member likes people, is outgoing and enthusiastic about their job, and can effectively "read" the client, knowing when to be "silent and efficient, " or when to be a vivacious part of the event. When clients wish to have a real blast, wait-staff are used in an entirely different way than at, for example, a wedding reception. At the high-octane parties, waiters are often outfitted in themed or sexy outfits and are encouraged to "mingle" with the guests, becoming part and parcel of the event itself. This is not normally the case at weddings, where it is more appropriate for the wait staff to be in the background, allowing the clients to shine on their special day.

Third, the service staff is professional. In our industry, waiters and bartenders have been consistently under-rated as professionals, but this is far from the case. When paying a premium for a specialty service, clients expect the best. From methods of food service to mixing a premium cocktail, staff is expected to have a broad knowledge of hospitality service. Catering is also different from restaurant service, and the best staff possesses an understanding of the "whole event," knowing what is coming up and what to prepare for, thinking on their feet. Functioning much like a well-orchestrated ballet, the service is seamless as waiters work as a cohesive unit who are in tune with each other's strengths. There is no time for error as the "event window" is very small. We don't have the luxury of time to "be better tomorrow" as the catered event only lasts for a brief period…there is no tomorrow for us. "On-the-job" training is not an option, as everything has to be perfect the first time. We have to depend on each staff member pulling his or her weight and working together to realize the whole picture. Chefs, bartenders and waiters alike are able to recognize what needs to be done next and work as a unified team in order to successfully execute the event. One of the most consistent compliments given to our staff is "By the time I realized it needed to be done, it was done!"

Finally, regular staff has a fantastic knowledge of the caterer's product. Although they are officially contract workers, they work with the caterer enough to be familiar with their food and service standards. This comes in handy at events where the guests are unfamiliar with the product. Even though the waiters have not prepared the food, they are aware of how it tastes and are able to make the guests more comfortable through their knowledge. They are also able to give company history and background to guests at events, which in itself is a great selling tool.

And while we respect that some clients wish to book their own staff at their events, we simply feel that their event can be compromised as a result, and, as professionals, we are understandably wary. Volunteers and children do not make effective servers for each of the four reasons listed above but also because a) they are not paid professionals with a stake in the outcome of the event and; b) they are unfamiliar with the catering operation, food, etc. Caterers have definite standards and wish to make your event the best it can be with out interruption to you, the host.

And finally, while wait staff work on an hourly wage, if you are thrilled with the service you receive at your event, show your appreciation with a gratuity. It will be greatly appreciated.

Cheers!