The Water Situation

We all know that water has become more precious nowadays than it did 20 or 30 years ago. As a major component in this industry, the policies that govern service of water has changed.

Before, once a guest is seated, water is automatically served. When the glass gets half empty, the

waiter comes to refill the glass right away. All, of course, in the desire to give outstanding service.

Times have changed, of course. Water has become expensive, the source fragile that we have to buy bottled water as well.

When asked now about service policy on water, I would answer: Serve water if guest asks for it or if guest say yes to being served tap water.

One, guests have become extra-careful about the water they drink. A lot of people now drink only bottled or purified water. Two, water conservation is called for given the dreary forecast we are given about water scarcity. Three, there are a lot of people who are just not water drinkers.

Even if you have an abundance of water now, think about being thrifty about it. It's good for your pocket and it's good for nature. Most guests now understand our water situation.

If I may suggest these policies concerning water during service:

- Once guests are seated, ask guests for their order and ask if they'd like to be served water.

- Refill water glasses or goblets only when asked or ask guests if they want their glass refilled. I always cringe when I see a lot of water leftover in restaurants.

Saving on water does not mean holding back good service if done courteously.

Do you know your average check?

AVERAGE CHECK is one of the figures that a restaurateur has to constantly know. Sadly, most managers don't even bother knowing these significant reports that can definitely help them in decision-making.

The Average Check is your Total Sales divided by Number of Guests.

Average Check = Total Sales

________

Number of guests

What do you need to get to your average check? A report of your total sales and a report

of your total number of guests. If you don't have a POS system, it is fine and this reporting can be done manually. Just total your sales to get your sales report. For the total number of guests, instruct your waiters to indicate number of guests for each orderslip and total those too.

Average check can be computed daily, weekly or month or even yearly. Just use the corresponding sales report and guest total for whicever time you wish. If you wish to get the average check on a daily basis, compute it using the data from the day you want to know your average guest check and so on.

The average guest check or average check tells you the average amount of money your cguests spend in your restaurant. It tells you if your computed per person rate or costing is quite congruent with what your guests actually buy.

Knowing your average guest check aids you in making the following decisions:

• price adjustment
• making specials
• costing and pricing
• creating promotions

There will be times the average check figure dips and this means you have to entice your customers to buy more. Furthermore, your guest check multiplied by your seating capacity multiplied by your turnover gives you your sales forecast. It can also allow you to play around the times you need to fill in or those times the restaurant can be made busier.

Like other restaurant reports, when you know your average guest check, it helps you think of ways to increase your sales and to attract customers.

Price increase or Portion Reduction?

This must be one hard part of being in the food business: balancing your aim to earn vis-a-vis the customer's value.

When menu review comes, a restaurateur is always faced with the hard decision of either increasing prices or reducing portion size so as to keep the price where it is now.

Owners or managers would always be afraid to increase prices since it might turn off customers. They might opt to go to another restaurant instead. On the other hand, reducing proportions is a turn-off as well. Guests often think they've been cheated upon when the portion is not the same as their last visit.

Are you in this same dilemma as well?

Before you decide, look at some factors to consider:

IS YOUR FOOD ADMIRED UPON?

Restaurants whose food is a favorite will probably have less problem incerasing prices and more problems if they reduce proportion. If your food is some kind of a market leader, it is better to increase prices as minimal as you can.

DO YOU HAVE OTHER COMPETITORS WITH BASICALLY THE SAME FOOD?

Same product lines with basically the same taste would put you in a difficult situation.

IS THE ECONOMY WHERE YOU ARE BAD?

You might think increase prices to make up for the lesser market share or reduce proportion to keep customers. Increasing price in this situation would mean making up for the lessened number of guests. Reducing proportion might turn off customers as well thus lessening your profit all the more.

Whichever you decide on, remember to be as discreet as possible. If you're increasing prices, do it in the least amount of increase you can muster. With the inflation and oil price hikes, customers tend to understand non-substantial increases.

If you reduce proportion, it's either you couple it with a price reduction as well. (Think sachet economy. A little of something.) Or if you reduce proportion, try to make it as not very obvious as you can. Reducing proportion but maintaining your price is dangerous sometimes in the food industry especially for high-end products.

Price increase or portion reduction? Weigh your options well and ask your customers about what they think. Whichever you choose, always remember to keep your customers in consideration and not just your own gains.

The Waiter of my Dreams

I was lucky to have my practicum in college in one of the best hotels in Metro Manila, EDSA Shangri-la Hotel, more than a decade ago. I am thankful I got accepted in their program. It was then that I knew why so many students want to get in their trainee program.

We were given the choice to train in ten departments. I chose two restaurant waiter assignments out of the ten. Now I am glad I did because the men and women I worked with were a great inspiration to my work now.

These waiters were great. They were well-groomed, professional and polite. They know the service standards. Most of all, they were the kinds of waiters who knew how to converse with their guests.

I am often frustrated when visiting restaurants where the waiters barely open their mouth at all or who look like they have been hauling tables just before service time.

When restaurants hire waiters, they think of waiters as people who will carry plates and trays from window to the guest's table. That is just not enough. For me, waiters should above all know the SOPs of serving food and should know their menu well. They should be goodlooking and neat. They should be able to engage in a respectful yet friendly conversation with guests. They should put the guests' comfort and satisfaction above all else.

If you own a restaurant, hire someone that can do more than carry trays. Waiters are your representatives. They should be employees you can be proud of.

Dining Trends in 2011

Every new year requires a review and a forecast: A review of the year gone by and a forecast for the year ahead.

2011 posts not entirely new trends from 2010. However, it would be important to take a look at how our guests would like to dine this year.

Going light

In previous years, we thought diners would start preferring healthy dishes. But we were wrong. The restaurants that chose healthy are now finding it hard to maintain the attention. Diners are preferring "light", that is, less cholesterol and fat contents but not devoid of some creaminess and savor. Going light would also mean more appropriate or, for some, smaller portions. This is to lessen the intake of more calories and to feel a little bit better about devouring sinful treats.

There might not be any increase in demand for vegetarian dishes.

Liking simple and bold flavors

There is a returning back of simple flavors. Most of them reminding diners of comfort foods, dishes made by grandma, mom's recipe and the like. Maybe comfort food would be a more apt term for this preference. At the same time, diners are more ready to try new tastes, combination of ingredients not done before.

Pleasing to the eye

Taste matters but diners are going to be intense on how their food is plated. With culinary schools, cooking shows and food magaziines abound, diners' eyes are now more demanding than ever. They want a pretty plate, an elegant plate. They want their food to look great while tasting even greater.

Personal cooking

Exclusive, by=appointment-only dining will get more attention. Diners have tried all sorts of restaurants, cuisine and the like. Now they are hungry for even more. Personal chefs and exclusive dining rooms are going to be busy.

Identifying your House Specialty

A simple yet important marketing activity for a restaurant to do is identifying its house specialty. This is the dish that the restaurant management deems what they can cook and serve best. It is what sets it apart and what it gives to guests when they ask for something special. It is the dish that is used in photoshoots or food reviews. It is the restaurant's signature.

Simply put, when a restaurant is not able to identify its specialty, there is a high probability that the people running the place are confused as to the identity of the restaurant itself.

So just how do you set your house specialty? Ideally, it should be the reason you opened the restaurant or the concept or dish in mind as inspiration.
It could also be the best dish you can serve, what the restaurant is famous for.

I think for those restaurants who do not have one, one possible reason is that they have other good stuff in the menu which are not necessarily their specialty. However, your specialty can also be a group of dishes or a cuisine. But definitely, a single dish or ingredient would be the best items to set as your house specialty.

So what is your restaurant's specialty?

Our chef is not really a chef

I have encountered a lot of restaurants where the head cook or "chef" is not really a trained "chef". When I say trained, I would define it as somebody who studied in a culinary school.

So if your chef is not really a chef, does this post any problem? My answer would depend on the competencies your chef has acquired.

I have met a lot of head cooks who have the skills to lead a kitchen even though they did not get the chance to study in a culinary school or work for a chef or in a professional kitchen. Let me first tell you what competencies we need to look for in a kitchen head:

CULINARY SKILLS. Of course, that person has to be an excellent cook. He or she must be able to demonstrate correctly how a dish is to be prepared. He or she must also be an example in correct cooking methods, proper ingredient handling, food safety and personal hygiene.

LOVE FOR CONSISTENCY AND STANDARDIZATION. I give utmost importance to these because the skills or tasks to aschieve consistency need dedication and time. This is includes cost control, standardizing recipes and documenting them too, quality control and portion control.

GOOD PLANNING AND ORGANIZING SKILLS. A kitchen needs someone who will keep things in order. Menu planning is a must. It is also important to be organized with documents and to note important dates for restocking, ingredient shelf-life, reorder time and cleaning schedules.

DESIRE TO TEACH AND TO LEARN. People management skills are just as vital in the kitchen. We have heard it all: Leadership by example, Give and Take. All of them important in the kitchen. A nurturing leader in the kitchen needs to know when to encourage and when to reprimand.

ONENESS WITH COMPANY GOAL. A kitchen head needs to properly inform his or her team what the restaurant aims for.

If your chef or kitchen head or head cook has the above competencies, there is a great future at least for this person or his kitchen. I have met kitchen heads who learned to cook from informal means and just from experience but who have the right to lead a kitchen. At the same time, it is necessary to continuously yearn to learn.