Server responsibilities: How to attract and hire the right staff

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Being a restaurant server is one of the most common jobs in the United States. Although the industry was hit hard in 2020 and into 2021, there were nearly 2 million servers in the U.S. as of May 2020 according to the Bureau of Labor Statistics. That’s down significantly from years past, but as the industry rebounds that number is likely to recover, too. And that’s a good thing: Server responsibilities include, among many other things, making customers happy. A happy customer is likely to come back and even spread the news about your restaurant.

No server, no restaurant. It’s as simple as that. Servers are integral to the customer dining experience yet their duties extend beyond just food service.

So, let’s dive into a server’s responsibilities, how to write a server job description, and how to hire the person that will fit your team just right.

Certifications and requirements

Usually, traditional education isn’t required to be a server. Though many restaurants ask that their restaurant staff hold at least a high school diploma or a GED, it’s not a strict requirement for doing the job. Rather, the skill sets fall into two different categories: soft and hard. Let’s take a look at the hard skills first, as they vary by state.

Food handler’s license and alcohol selling licenses

Many states require restaurant servers to have a food handler’s license of some sort. In some circumstances the requirements are left up to the county. Some states simply recommend a food handler’s license, while others require it. Whatever the case, a restaurateur has to know the laws and regulations in their area to legally employ servers.

The same goes for selling alcoholic beverages. As is true with many aspects of American liquor laws, what’s required depends on state and other local laws and can vary widely by location. Many of these laws have changed lately due to easing restrictions on liquor sales, so we strongly recommend keeping up to date with current laws in your area. They can get complex and nuanced. For example, in many states servers who are 18 may serve alcohol at a table but not at a bar.

Handling money

In most circumstances, server responsibilities include handling payments. That means being able to operate point of sale (POS) systems and handle cash and credit card payments, both for in-person and takeout dining. Hiring managers should likely do a criminal background check to make sure servers don’t have any history of financial fraud or theft to start with a foundation of trust in their servers.

Navigating a POS system isn’t always easy, but almost anyone can be trained to do it, even without previous experience.

Soft skills for servers

There are few industries in which “soft skills” matter more than in the restaurant industry. Rather than formal education, servers rely on communication skills to provide excellent customer service. They need to be comfortable multitasking, as servers handle multiple tables at once. They need to know enough about the menu and the establishment itself to be able to answer questions, address customer needs, and give recommendations for what the customer orders.

These customer service skills are critical not just to a restaurant but to the server’s income. The better the service they provide, the better tips they’ll get.

Servers need to be able to pay attention to detail and have an eagle eye for potential problems in the dining area. Do the customers need new napkins? Do the condiments need refilling? Does someone need new silverware because their kid dropped a fork? A sharp server will be able to spot these issues and deal with them on their own initiative, ideally without your management ever having to notice.

Additionally, a server has to know everything the kitchen is capable of. As one of the key server duties is handling specific requests from customers, knowing the menu backwards and forwards is a key server duty.

And, of course, they need to be good at serving food. That means paying attention to presentation and the timing of food preparation. A good server in a fast-paced environment is essentially a juggler—entertaining customers while keeping many objects moving at the same time.

How to hire the right server

Hiring the right server is always a bit tricky since there are so many variables to consider. So, while using a job description template is quite valuable, nothing will replace a face-to-face interview with a hiring manager to determine whether a job seeker is right for the position or not. Server resumes are valuable, sure, but they don’t tell the whole story—and servers don’t necessarily need to have industry experience to be good at their jobs.

So, what should a hiring manager look for in a new server? Let’s start with the most basic.

The fundamental and most important part of being a good server is excellent interpersonal skills.

An interviewee who shows these personality traits will likely make a good server:

• Good listening skills
• A positive attitude
• A desire to work hard and be part of a team
• A quick wit and sense of humor

Any previous work experience, especially experience in the restaurant industry, is definitely a plus. But it’s not a hard requirement unless you’re running a fine dining restaurant. Even then, there’s some wiggle room. High-quality servers are made, not born, and on-the-job training both from management and senior staff can help a server get where they need to be.

Job duties to list while hiring for a restaurant server job

When writing a “help wanted” ad, you’ll need to be specific—but not too specific. Generally, when you say “server” and people know what kind of restaurant you are, the right people will get the right idea.

Server responsibilities and duties you should list include:

• Interacting with customers and providing prompt, courteous service
• Interacting with kitchen staff to ensure smooth workflow
• Taking customer orders, paying attention to special requests
• Processing customer payments
• Being knowledgeable about menu items, changes to menus, and menu pricing
• Being able to operate a point-of-sale system
• Being legally able to serve food and alcohol (if applicable)

The rest can be sussed out in face-to-face interviews. A phone call doesn’t cut it, as a person’s appearance does matter in a restaurant: Being clean and decently dressed is a key baseline.

How Yelp can help make server responsibilities easier

Understaffed? Overworked? Many restaurants and restaurant servers are these days, but technology can help. That’s why every edge they can get will help, like using Yelp’s front-of-house software suite.

One example? Yelp Kiosk, which lets customers check in via a tablet. It’s an excellent option for restaurants that find themselves stretched thin and gives customers accurate wait times and information about how many parties are ahead of them.

Another example is how Yelp for Restaurants’ software can remember key data about customers—like birthdays, favorite dishes, and more. If a server shows up to a table remembering a customer’s name and their favorite drink, your establishment has already impressed the diner. That’s good news.

If you want to see just how Yelp can help your front-of-house, we’d love it if you asked for a demo. We’re here to help, just like your servers are here to help your customers.