All servers want to make more in tips, but how does one upsell a table without “upselling” a table? Two Austin-based general managers and industry veterans share how they teach their staff about curating, guiding, and educating their guests to create a memorable experience. Both veterans stress that, by giving servers support through training and active reading materials, they are prepared before walking up to a table.
“I don’t refer to it as upselling because it’s more about the enhancement of the experience for the guest. Utilizing their menu knowledge, ingredient knowledge, and getting to know the customer to create a dining experience that is magical. We have a unique menu with ingredients that guests aren’t familiar with. Educating and communicating with their guests in a way they feel comfortable is important so the guest goes to the server for answers.
“The end goal is for them to have the best experience possible. Whether or not that means $10, $15, or $20 more on the table when they leave. We want them to come back, and that’s where to get that upsell.”—Amy Ratliff, general manager at Alcomar
“What we talked about a lot during our pre-shift meeting is curating an experience. That’s one of the ways you inspire great customer service and inspire sales. A lot of times when people are coming into a restaurant, especially if they haven’t been before or the concept is different, they want the server or bartender to help guide them on what to order and what to pair. A good, knowledgeable server will be able to course it out properly and suggest pairings and pace it so the guest is tasting dishes that complement each other.”—Dorin Moreno-Korn, general manager at Bonhomie