Bartenders and waitrons are important members of the hospitality industry however many rely on tips to supplement their income and are often looking for ways to increase the tips.
It’s no secret that getting consistently good tips lies in offering good customer service however this can be challenging when customers become intoxicated, irate and difficult to handle.
Those that have been in the hospitality industry for a while know that being friendly is an important part of good customer service and greeting customers within the first 30 seconds is crucial. Although most people would say this is an obvious duty of hospitality workers, in a crowded venue this is easier said than done.
Statistics show that if customers aren’t acknowledged when they arrive and aren’t greeted by their server, they are less likely to stay. In fact customers who were greeted didn’t mind waiting longer to be served after their presence had been acknowledged, people just don’t want to be ignored.
One of the most challenging parts of a job in hospitality is having a generally sunny disposition even when you have a bad day. Remember customers can drink at home if they want, but they choose to come to your venue for the experience as much as the alcohol and food. If you aim to make their experience enjoyable, rather than just provide them with a drink, they are more likely to show their gratitude with a good tip.
Another important point to keep in mind is that your appearance does matter. As a bartender, waitron or server you are an ambassador of your employer and venue, your dressing and appearance should be a reflection of that.
Part of being a good bartender or waitron is keeping customers safe, to ensure their experience is enjoyable. People aren’t going to enjoy themselves if they feel at risk. You have a duty to enforce responsible service of alcohol regulations to keep yourself, customers and the public safe for alcohol induced harm.
The most basic requirement of Responsible Service of Alcohol is refusing to serve anyone who is unduly intoxicated and denying service to minors. To learn how and why this is done, the NSW RSA Course is mandatory for hospitality workers employed at licensed venues in NSW.
Handling an intoxicated patron can be tricky, especially when you have to cut them off from alcohol. Many customers will become irritated when refused alcohol but to maintain the integrity of your venue and keep your customers safe, you must enforce RSA rules.
Pubs, bars, nightclubs and other licensed venues that are continuously caught serving alcohol to intoxicated patrons and/or minors are not only liable to receive substantial fines but they are also putting the reputation of their venue at risk. In the long run this may put off the good customers from visiting the venue.
Although drunk customers initially won’t appreciate you denying them alcohol, the more responsible drinkers will appreciate your actions and reflect this appreciation in tips. Remember serving alcohol responsibly is not just morally right but your legal duty as well.