The Art of Section Waiting
A Medley Kangaroo Point Guide to Exceptional Guest Experiences
The Foundation of Excellence
Exceptional service isn't an accident. It's built on a foundation of ownership, seamless teamwork, and genuine empathy. When everyone understands their role and communicates effectively, the entire guest experience is elevated.
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Ownership
Your section is your responsibility. Own the experience.
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Communication
Keep your team informed. Clarity prevents errors.
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Empathy
Understand guest needs before they ask.
First Impressions: The Guest Arrival Flow
A warm, efficient greeting sets the tone for the entire visit. Follow this process to ensure every guest feels welcomed and looked after from the moment they arrive.
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Guest Arrives
Host?
Is Host Present?
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Guide with Open Palm
The Proactive Offer
Anticipate the first need: a drink. This simple, proactive question makes guests feel immediately cared for.
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Breakfast
"Coffee to start?"
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Lunch/Dinner
"A drink to start?"
Anticipate Needs: The 1/3rd Rule
Don't wait for a guest to ask. Our standard is to offer a refill when any glass is one-third full or less. This applies to both water and wine by the bottle.
The Service Lifecycle: Critical Checkpoints
From order to payment, specific actions ensure a smooth and positive dining experience. These checkpoints are non-negotiable steps in providing excellent service.
Repeat the Order
Confirm every item and clarify timing (e.g., starters first) to guarantee accuracy before sending to the POS.
1-Minute Food Check
Shortly after mains are served, check in to ensure everything is perfect. This is the best time to fix any issues.
Clear & Offer More
Once mains are done, clear plates and offer the next course: "Can I get you coffee or dessert?" Guide them to the cake display.
Final Check at Payment
Double-check the bill with the guest to prevent errors. Ask a simple, closed-ended question: "Did you enjoy everything?"
Section Waiting at Medley Kangaroo Point
Section waiting is about more than just taking orders; it's about taking ownership and providing an exceptional guest experience. When you are assigned a section, it is your responsibility to ensure every guest within that area is well looked after, from the moment they arrive to the moment they leave.
Key Responsibilities and Communication:
- Guest Arrival & Greeting: If you notice guests arriving, always greet them warmly. If there is a dedicated host on duty, politely inform the guests, "The host will be with you in a moment," and advise the host accordingly. The host will then guide them to a suitable table and inform the section staff.
- Section Ownership & Teamwork: If you are the only one working a shift (e.g., during the week), the entire restaurant is your section, and the same high standards apply. If it becomes busy, you can "section off" by having one person look after the inside and another the outside. When doing so, it is crucial to communicate clearly with your colleague about what you have done in their section so that they are fully aware of guest needs.
- Directing Guests: When directing guests to a table, always use an open palm gesture and never point. This simple act goes a long way in creating a positive and welcoming experience.
- Know Your Guests: Communicate effectively with any other staff in your section to understand where each guest is in their dining experience.
- Special Needs: Be proactive in looking after guests with special requirements. This includes providing high chairs, ensuring smooth wheelchair/pram access, and offering dog bowls for guests with pets (and returning them when finished).
- Prompt Service:
- Breakfast: Greet guests and immediately ask, "Can I get you a coffee to start with?" as this is often the first thing they want. If they aren't ready, be sure to check back shortly.
- Lunch/Dinner: Always ask, "Can I get a drink to start with?" as soon as they are seated.
- Anticipate Needs:
- Water & Wine: It's our job to top up drinks. Refill water bottles when they are one-third full or less (a runner duty, but also yours in their absence). For wine ordered by the bottle, offer to top up glasses when they are one-third full or less.
- "Upside Down Bottle" Protocol: An upside-down wine bottle means it's empty. Always ask the guests if they would like to order another.
- Clear and Offer: Never let a guest's cup, glass, or bottle be empty. Always clear finished items and offer, "Can I get you another drink?"
- Repeat Orders: To avoid any issues, it is very important to repeat orders back to the customer to ensure you fully understand what they want, including any specific requests like starters followed by mains or all food arriving together. Put the order through the POS accordingly.
- Clearing and Resetting: After starters, clear the table, replace cutlery, and confirm the mains are "away" to the kitchen using the POS button.
- End of Meal Service: When mains are finished, always check if guests would like coffee and desserts. Since we don't have a dessert menu, you can advise them, "We have a lovely selection of house-made cakes in our cake display."
- Bathroom Directions: For bathroom requests, simply advise, "Through the hallway to the right."
- Food Check: Perform a one-minute food check after the main meals have been served to ensure everything is to the guests' liking.
- Payment & Feedback: At the time of payment, double-check the bill with the guests to avoid payment errors. Always check on their experience by asking a closed-ended question like, "Did you enjoy everything?"
By focusing on good communication, strong organization, and empathy, you will create a fantastic and memorable experience that keeps our guests coming back.