Michael Powers, server for 39 years

Where to find him: Saltie Girl, Boston (since July)

Michael Powers has been in the food and beverage industry for 39 years, and joined the staff of Saltie Girl when it opened this past summer. “I greet guests as though they’re friends I haven’t seen in a long time,” says Powers. “When I take care of someone, I visualize helping them put their feet up.” 

Powers says that being a great server takes balance. “It’s not just the amazing food, which I describe to the point where guests have said they can actually taste the ingredients, or following their requests, it's a balance of genuinely caring, listening carefully, anticipating the guest’s needs, teamwork and thanking them for being there and inviting them to return.”

If ever faced with a tough situation such as an unhappy customer, Powers say to listen and avoid trivializing their concern. “It’s important to them and so it should now be important to you,” he says. “I work with the manager to make things perfect; it’s all about teamwork.” 

John David Macon, server for eight years

Where to find him: Shuko, New York City (since 2015)

“Making the guests feel comfortable is one of the most important responsibilities of a server,” says John David Macon, who has been a server for eight years, the last year at Shuko in New York City. 

“I believe that in order to make a guest feel welcome, (offer) a greeting with a genuine smile and, if possible, refer to them by name. Also, if they are repeat guests, it's nice to welcome them back.” Macon says he tries to read the guests to align himself with their mood and expectations. “If they have any restrictions or worries, I reassure them that everything will be taken care of on our end. And, of course, follow through with that reassurance,” he says. When suggesting menu items, Macon first asks about dietary restrictions, allergies or strong dislikes, then suggests items he personally enjoys. 

“Read the guests,” he says. “If it's a group of business men having a business dinner, recommend shareable starters and maybe even luxurious items like shellfish bouquets, Wagyu beef or white truffles.” During departure, Macon thanks his guests, invites them to come back and tries to integrate something personal he’s picked up on during the meal such as their name, hometown or funny stories.

Theodore Kryger, server for 20 years

Where to find him: Zuni Café, San Francisco (since 2001)

“I always approach a new table with a smile and confidence — usually within two minutes of guests being seated,” says Theodore Kryger, who has been a server for 20 years, 15 of them at Zuni Café. “I want them to know that they have been acknowledged and that I know they are there. I will ask how they are doing, then offer them a beverage while they settle in.

“In my experience, 50 percent of my guests know what they want to drink before even sitting down at their table,” he continues. “Before I leave the table, I always mention to them, ‘If you come across any questions or need help with the menu, please let me know.’ In doing so, it makes them feel comfortable in asking any questions concerning food or wine.” 

When asked for menu suggestions, Kryger says he’ll offer up his top two favorites of the day. “I only tell them my top two favorites; otherwise, it sounds like you’re just reading off the items on the menu to them,” he says. Most importantly, Kryger says, don’t leave a guest waiting after a meal. “I make a point of saying goodbye to a guest the same way I greeted them. Just as promptly as I greet them, I settle their check,” he says. “A meal can be perfect the whole way through, then ruined at the end if a guest is left waiting forever for their server to take the payment.”

Amy Anderson, server for nine years

Where to find her: Buffalo Wings & Rings, Cincinnati (since February)

“If you treat each table like you’re already friends, it makes a very comfortable environment for the customer,” says Amy Anderson, who has been a server for nine years and this February helped to open the Cincinnati-based Wings & Rings, where she currently works. “I think it definitely makes a guest want to come back because they feel like they know you on a level deeper than just a server.”

Anderson says that making a guest feel comfortable is a combination of going above and beyond with the conversation, providing great service and smiling. “Smiling is very important,” she says. “I’ve found that smiling promotes positivity.”

Chris Silva, server for 23 years

Where to find him: Davio’s, Boston (since 2007)

When approaching a new table, Chris Silva, a server for 23 years, nine at Davio’s, says, “A nice, warm smile and personality go a long way. The word ‘welcome’ is so precious, and it makes people feel at ease.” 

Silva says he starts with a brief conversation about how beautiful the day is or about how they’re enjoying the city. “I like to talk about something not related to the dining experience when we first meet,” he adds. As for menu suggestions, Silva says he loves to sell and give suggestions. “My goal is to make our guests want the dish after I describe it.” 

When guests depart, Silva chooses his words carefully, saying, “It was a pleasure meeting you; I can’t wait to see you again.”

Shea O'Brien, server for 10 years

Where to find her: Pono Burger, Santa Monica, Calif. (since 2013)

“Since I really get the sense that guests can feel what I'm feeling, I make sure to really take care of myself and commit to doing the things that always make me feel great. That totally translates when I show up to work feeling nourished and taken care of; I'm fully present and able to nourish and take care of my guests,” says Shea O’Brien, who has been a server for 10 years, the last three at Pono Burger. 

O’Brien also says it’s important that she loves the food at any restaurant where she works. “When the food is amazing, I can make recommendations to guests with complete confidence,” she says. “On a totally server nerd level, there’s nothing better than when a guest orders my favorite burger at my recommendation, takes a bite and declares, ‘This is the best burger I've ever had.’ It’s such a great feeling.”

Ian Kane, server for 10 years

Where to find him: Salt & Straw, Los Angeles (since 2011)

“One of my favorite challenges is trying to stay one step ahead of guests’ needs. It makes me feel like a superhero when I can swoop in with the refill, or grab some extra napkins because I saw a drippy cone. Staying ahead of guests’ needs makes them feel that whatever happens they’ll be taken care of,” says Ian Kane, who has been a server on and off for more than a decade and has worked in both the Portland, and now the Los Angeles, location of Salt & Straw since 2011 as an ice cream scooper. “I approach guests for the first time as though I already know them and I’ve missed them a lot,” he says. “Instead of asking the typical ‘How are you?’ I love to ask, ‘How are you?’ People actually check in with themselves when they hear that. I feel like it opens up space for them to honestly answer the question, instead of giving a customary ‘Good.’” 

When suggesting menu items, Kane says he focuses on how flavor combinations make him feel. “This one makes me think of get-togethers at Grandma’s house,” says Kane. “Finding aspects of our flavors that excite me gives me tools to connect honestly about our ice cream, and that opens doors to ask questions that help me understand what flavors guests tend to love.” 

Before guests leave, Kane sends them off with a feeling of appreciation. “I like closing guest interactions with questions about their plans for the weekend or the evening. I think people love to feel like there is someone who cares about what’s going on in their lives.”

Giorgio Kando, server for 20 years

Where to find him: Buddy V’s Ristorante, Las Vegas (since 2013)

Giorgio Kando has been a server for more than 20 years, the past three with Buddy V’s Ristorante in Las Vegas. “I approach the table as if I’m seeing my own family members sitting there, as if I was at the table myself,” says Kando. “I make them feel welcome with personal interaction, genuine feelings and an absolute open arms policy. I make them feel like they are the most important guests in my station and they truly are.” 

When suggesting menu items, Kando considers himself a tour guide helping guests explore the menu. “I use descriptions that make the dish form right in front of the guest; I want them to have an amazing experience and order food they will love and feel passionate about — things that will have them raving about the restaurant.”