Everyone makes mistakes, all of us at some point will get slammed busy, but never let them see you sweat. It is okay to deal with stress in what ever way you choose, in the kitchen. In front of guests, never let them see you stress, it will make them stress. Have you ever felt awkward or uncomfortable just because someone else around you is in a panic?
The Realization: Freaking out will not help, but it does make you feel better. So I say, take a second in the beginning right when you start to feel busy. Vent and take a deep breath, focus and go hard. Talk, move, utilize all of the tips from the previous posts.
The Scenario: Busy night for everyone including the kitchen. The steaks are piled high, side dishes on back order, and entrees are taking 40 mins P-2-T. Guests are anxious, hungry, and tired of waiting, what do you do?
The Action: Talk to your tables inform them of the wait as soon as possible. Offer to bring salads or appetizers ( long waits are the best way to increase add-ons/ up sells. Don’t forget, not everyone will be happy about this, no matter what. Learn and grow from your mistakes, don’t dwell on them.
When I notice long ticket times I will inform my tables right away, If they haven’t already ordered any salads or appetizers, I suggest them again at this point. They may just change their mind because they are so hungry. If their food is still taking a bit, try to have a conversation with them, start with why they are in, this will distract them from looking at the time. At some point during their visit, apologize for the long wait. I have had guests so upset, they swore at me. Don’t lose your cool, the guest is always right and it is not a personal attack. Think of how cranky or crazy you get when you are hungry, empathize if you have a hard time sympathizing with your guests.