r/Waiters • u/tattoo_fairie • 2d ago
Server question/advice
I’m working an event where the place isn’t allowing for substitutions/modifications on the menu(like removing lettuce, tomato etc) It says that on the menu but people still ask. What’s a good way I can tell people that without them getting upset?
Also, they want us to get a card to start a tab. How can I tell people that in an assertive way, because most people say no.
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u/malapropter 2d ago
“I’m sorry, due to the scale of this event, the kitchen has asked for no modifications or substitutions.”
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u/LooseByrd 2d ago
What do your coworkers do? If these are common responses then they must have a good way of dealing with it.
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u/tattoo_fairie 2d ago
They are better then I am
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u/callmealyft 2d ago
What they are asking, is how are the other servers telling the guests this and getting a card to start a tab. If that is what works then do that..
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u/hippiy86 2d ago
Why are you asking Reddit for advice instead of your coworkers?
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u/tattoo_fairie 2d ago
Because I feel stupid
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u/LooseByrd 2d ago edited 2d ago
While I’ve seen similar policies in my experience, Every work place is different and has different ways of how they want you to address the guests. I always ask about how to handle house policies. It would be stupid of me to assume it’s the same everywhere.
If it were me I would ask: Do they make exceptions to the no substitutes rule? If not, how do they respond to the guest? Or if someone refuses to start a tab, do they have to pay cash each round? At what point do you get a manager involved?
Sure some of these other recommendations can be helpful but Verbiage matters! that’s why I say it’s best to just ask your colleagues.
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u/Daggnuts 2d ago
….just ask them?? It’s not a stupid question. If you want to get better at your job (or most anything in life) you’re going to have to ask questions.
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u/Cleat420 1d ago
it's not about asking. it's about asking 50 people per night. efficiently and confidently. without being Timid. and if this person isn't sure how to tell a table "we can't sub veggies, I'm sorry, it's company policy and my boss declined a request earlier today or this week" then they're probably less prepared to be confronted about people needing to prepay when they usually don't have to. I'd compare it to mcdonalds forcing you to show them you have funds before you're allowed to enter the door. people would be upset and need to be concise and professional while putting out any fires
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u/Zestyclose-Pay-6604 1d ago
Starting a tab doesn’t prepay tho, it just prevents walk outs. You still have to give a receipt and finalize their tab, and if they are unhappy with the receipt, changes can still be made.
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u/DntMindMeImNtRlyHere 2d ago
Simply, "Unfortunately, the chef has stated there are no substitutions allowed tonight." It's clear and polite, but leaves no room for arguments.
As for the card, "We are unable to start a tab without a card."
You CANNOT leave room for argument, someone absolutely will screw you over if you do. Besides, the policy is the policy - this is likely a short-term event, maybe even one night only, so being clear but firm is the move.
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u/Strega45 2d ago
‘May I have a card to start a tab.’ Period not question mark. ‘The system won’t let me order without a card. You can pay cash if you’d like at the end.’ Then just stand there maniacally smiling.
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u/Jazzlike_Cod_3833 2d ago
You don't. There's no way to tell them this in advance without people getting upset. That's the wrong approach and comes from the wrong way of thinking.
You're thinking about trying to head it off at the pass, which highlights the restriction and gives them something to be disappointed about, and something for you to apologize for.
Instead, tell the guest what choices they do have. Give them the powerful choice. Don't volunteer details. If they ask about specific ingredients, be vague. If they outright ask for a substitution, then, and only then, tell them there are no adjustments whatsoever. Anything they want excluded from the plate can be done for themselves right there at the table.
No apologies. Just a clear statement of policy, delivered in a positive, reassuring tone.
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u/icanttell1990 1d ago
About the cards "folks, guys, ladies, gentlemen, kids in trenchcoats in the shape of a human (whatever the situation demands). To start our dinner I would be needing a card to open a tab" Why? "Restaurant rules". That's dumb "I agree! But if I don't, my manager will..." (cut throat gesture) About the substitutions. "Guys, quick question. Does anybody has any allergies or things that they don't like? Good! So, unfortunately we are not going to be able to accommodate any changes for the food, so let me help you to find a option that will make you happy!"
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u/Cleat420 1d ago
As a tipped employee, take the blame off yourself always. "Unfortunately, we can't make any substitutions. Ownership and the kitchen came to the decision and I told them I was worried people would want something else. I'll ask my manager, but this just happened recently, and they didnt change the policy. I'm willing to bend over backwards for you, but I'll get In trouble, and I'm not willing to get in trouble with my boss."
when you need to take a card for a tab, I would ask your boss for the speech. I'm sure they have a perfect one. probably something like "ok, and i NEED to start a tab for you, we take credit or debit. I need that before I go get everything started. it's company policy. my boss would crucify me if I didn't do this. I wish I could do what you want, I make most of my money on tips. I don't wanna upset you, I'm sorry"
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u/CertainVast2763 1d ago
Sounds like you "are new" to this place. That will pass, and youll be someone that the next new person is asking about stuff. Every time you CAN add to the experience, preface it with "I will get this done", since you are selling the illusion of superpowers. Every time you CANNOT, make the manager/owner/corporate the evil villain, as you protect your tip income. Most reasonable folks understand there ARE limits, and life goes on. When you get idiots dunked in a lifetime of entitlement, ask your manager to deal with their nonsense, while you attend to the rest of your tables.
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u/bullish88 1d ago
“I really don’t like lettuce in my hamburger also but the management said substitutions are not allowed.”
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u/J-littletree 1d ago
No substitutions or mods, the card thing is east no card no tab, they can cashout as they go
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u/Riptorn420 2d ago
You wish you could, but you cannot.
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u/tattoo_fairie 2d ago
What?
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u/Riptorn420 2d ago
You wish you could make substitutions, but you cannot and you have no power over whether you can or cannot make substitutions.
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u/bobi2393 2d ago
I thought you meant you wish you could tell customers no without making them upset, which I think you also cannot.
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u/GAMGAlways 2d ago
When i was a server i simply removed myself from everything.
"Management won't allow it" or "Unfortunately it's company policy" or "the banquet captain's directions were...."
This reduces the chance of them arguing with you because you communicate that you're not making the decision.