How do tips get distributed? Well, the server gets say $20 and pretty much bribes the other team members, the host for giving him large parties, the busser for taking care of his/her table fast enough to seat more people, the water person for paying close attention to the waters at its table, the bartender for being quick to fix drinks...the result: bad inhouse politics where people play favorites thanks to their ability to help another team member more than another...this was quite revolting to me!
What about the busser / server or other team member whose only desire is to give its all regardless of who tips him better or whose ego he should rub to feed his/her family accordingly?
That is without even talking about the kitchen crew!! I find it unfair that a server can make the big bucks for being charming while the kitchen crew, in its super loud environment, surrounded by fire and being under the pressure of serving 30 dishes with a scientific precision, not to be rewarded?
I then created the following program. I will collect an automatic 15% service charge!! It will allow me to provide quarterly bonuses to the best performing front of the house and back of the house employees. It will also allow me to offer benefit and even above industry average wages and salaries.
Do i still have to tip my guests scream? Well, since the 15% service charge is included, should you feel that the serving team that took care of you went the extra mile! Yes!! I personally always tip 20% if i am delighted and witnessed parties giving a 25% to 35% gratuity as they were super happy...so if you wish to give another 5 to 10%, sure thing!!!
Now, the difference at Morocco's is that the extra gratuity left by our guests is split evenly among all the serving team for that specific shift, whether you are a busser, a water person or the person taking the orders, i believe that all deserve a fair part of the reward. This has worked wonders where it helped me put together a team where it is not about my section, my table, my tip but our restaurant, our guests, everybody is trained to do everything and i will not undermine a person because they were diligent to keep all waters full where another had the ability to serve wine accordingly...
I know it is new, our yelp reviews have been reflecting that. I recently printed a form on the table to explain that but the truth of the matter is that people can care less of the behind the scenes mathematics and have a better, quite understandable, selfish interest to have the best time possible...from writing a manifesto in their table to keeping it simple stupid (Keep It Simple Stupid KISS!!), a concept a kind regular share with me: the simplest form has been working better. For the guests that want the full blown explanation, my line is pretty simple. You are here to enjoy the company of your guests! Indeed the 15% service charge is already included. Should you feel that your serving team went the extra mile to ensure your satisfaction, extra tips are appreciated. For further details about our service charge, read the manifesto on our web site!!!
Happy dining!!
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