Demeanour, attentiveness, body language, eye contact, promptness, tone, sincerity, knowledge of restaurant items – all the buzzwords of a good waitron. But what makes for excellent service in a dining experience? Is it the difference between what is ‘service’, and what is ‘hospitality’? Or is it about performing tasks with greater purpose and intention, paying extra attention to the details of the process? 

Communication and cohesion 

Prior to each lunch or dinner service, staff briefing sessions will be held to discuss the oncoming service – it’s in these meetings that important information is communicated with the teams in order to better prepare them to ensure a smooth operation for all that are involved (usually menu changes, updates, dietary requirements, allergies, special occasions, arrival times and the pacing of service, concerns, feedback, beverage updates, new wines, or anything else notable). 

It can be a lot of information to take in and to remember within a very short space of time. Charlie Lakin, owner of Meraki by Charlie Lakin, winner of the Eat Out Woolworths Financial Services Service Excellence Award 2023, has his solution:

“Prior to each service briefing I print out all the necessary information for my verbal briefings and hand it out. Staff can read and follow along in the meeting but are also able to digest the information at their own pace, in their own time, before the service commences. And they can always refer back to the notes.” 

​​Victor Okolo, winner of the Eat Out WCellar Wine Service Award 2022, explains the restaurant service operations from further behind the lines:

“Communication is key. The ‘pass manager’ or expeditor acts as an intermediary between the kitchen and the Front of House teams – ensuring all orders are put through correctly, and tables are called sequentially. For any changes and updates we use group chats (for those that might not be on shift), and briefings are held before service. Team-building outings and educational field trips also play a key role in creating a cohesive team, whilst simultaneously expanding everyone’s knowledge through exposure to new things.” 

Vision, accountability, anticipation and upskill 

Jennifer Hugé, two-time winner of the Eat Out John Psillos Award for Outstanding Contribution to Service and the captain in charge of the restaurant front at FYN, says, “A strong team takes a keen interest in their craft and has a desire to ensure that each of their guests is given an experience of a lifetime. A successful service team works together, anticipates needs, sees where there are gaps and fills them seamlessly. The best teams continue to learn from each other, are always striving to do better and enjoy their role within each service.” 

Bafana Zondo, Head Sommelier at Dusk in Stellenbosch and winner of the Eat Out Woolworths Wine Service Award 2023, expands further:

“Having a team that understands the company vision helps you as a leader to create the right systems in place. Sharing responsibilities amongst the team creates a sense of accountability that leads to everyone adopting a proactive approach and problem-solving skills. Every member of the team should have cross-functional training. This allows anyone to assist where they may be urgently required, should the need arise. Your team shouldn’t be afraid to make mistakes – they should be reassured that they can come to you when difficulties or challenges arise.”

READ MORE: Eat Out Woolworths Restaurant Awards and the robust judging process  

Noticeable but unseen  

It is more than: “Knowing how to pick up plates from the kitchen pass, and how to place them in front of the guest correctly, without crossing one’s hands; explaining the food whilst checking the cutlery, water and beverages, or clearing from the correct side; or the sommelier keeping an eye on every table, anticipating when he’ll be called into action at the exact moment for the required wine pairing to be served to temperature and explained, before the food arrives,” says former Eat Out judge, wine educator, sommelier and wine judge, Joseph Dhafana. All are true to the basic fundamentals of service etiquette, processes and procedures, but even more than that, excellence in service is having a sense of heightened awareness, where one needs to be proactive, rather than reactive – to be pre-emptive, and to anticipate before something has an opportunity to occur. 

A seamless dining experience is one where the service feels like a choreographed Swan Lake ballet production. It’s reminiscent of just a soft breeze of swift movement through the dining room, well rehearsed. It is unintrusive, smooth, adaptable, and is there without the guest realising it. It is anticipating and forthcoming, motioned with a sense of generosity in one’s hospitality.  

When done well, it’s a sight to behold, and it becomes memorable long after the meal has ended.