Service 101: The Importance of Bussing

Bussing may be the most important aspect of service that is overlooked by restaurant
owners and managers. Perhaps it’s because business owners think guests don’t pay
attention to the little things like how a table is cleared or when a water glass is topped
off. Maybe it’s a pervasive mentality that bussing is a simple job that anyone can figure
out. But great bussing is a complicated job that requires experience, training, and
passion for the work.

Go to an average restaurant and you may see some tell tale signs of a neglected
bussing team. You may see an overflowing bus tub filled with dirty dishes hiding in a
corner or see a busser cut in front of a guest on their way to clear a table at the end of
their meal. You might watch as the rushed worker clinks plates together as they
snatched up the dishes like playing cards. Maybe you’ll be left too long with an empty
glass or a pile of empty sugar packets in front of you.  You could find your table wet
from a fast wipe down or a chair littered with crumbs. Perhaps you’ll cringe when your
busser sticks their fingers in a stack of glasses as they carry them away.  When a table
goes neglected for long stretches and then is suddenly barraged by a fast moving
busser struggling to clear the table at the end of the meal, diners feel rushed, ignored,
or worse–unimportant or unseen.  All of these things may seem minor at first, but when
the problems add up during a meal, these little missteps begin to subtract quality points
from your dining experience.

“How hard can it be to clear a table?” I’ve heard many a customer say in frustration. 
I’ve even seen restaurant owners and managers remark that “any idiot can bus a table”
while failing to show the staff how to do their job better. But the truth of the matter is,
clearing and re-setting tables in a timely fashion isn’t a simple thing. Bussing requires
skill, training, timing, grace, hospitality, and efficiency.

Investment in Service

Because restaurants are in the business of earning profit through the pennies and
nickles on every dollar, many restaurant owners choose to focus their support staff
training in one area alone: clearing tables quickly. Typically, the instruction offered isn’t
so much a formal training as it is daily tirades on the need to “move faster!”

The general lack of guidance and good coaching leads to all sorts of sloppy choices.
Rather than challenge their staff to work smart, clean, and gracefully, the average
restaurant leader pushes their support staff to cut corners, take shortcuts, and do
whatever it takes to clear and reset a table in a timely way.  Many business sacrifice the
quality of their service over the long term in order to chase the short game of getting a
single table cleared quickly. The result of this short term thinking: thousands of dollars
of loss in breakage, lost silverware carelessly tossed in garbage pails, unhappy
customers, and food that is mistakenly thrown away that has to be re-fired for a
customer’s to-go request.
First Rate Bussing and Service Ninjas

What makes a first rate busser is a combination of skill, talent, and passion. Take the
time to observe a great busser and you’ll notice something different about what they’re
doing right away. The best bussers are elegant in their movements and effective in all
that they do. They operate under the radar, move with purpose, and–like a ninja–are
silent warriors who take pride in their work, regardless if you notice them. A great
busser is a collaborator, a team player who lives for assists, and enjoys making other
people look good at their job.

So how do you train someone to become a service ninja?

Proper training requires time and willing students. Thoughtful repetition, hands on
guidance, and constant vigilance is what’s required to create and maintain a quality
service staff. Training a bussing team is a monotonous effort that requires patience,
time, and compassion–something many restaurant managers don’t have an abundance
of. Training people how to clear a table may not be sexy work but diligence pays off in
financially attractive ways. Restaurant owners who commit to teaching staff to improve
their service on a daily basis are leaders in their field.

Some restaurant owners may know the importance of the giving the guest what they
need, but don’t have the tools or ability to communicate the intricacies of how to give
great service. Owners may instinctively know they need to map out the dining
experience–down to the feel of the napkin, the length of the staff aprons, the
temperature of the room, the vibe of the playlist, and even the angle of the silverware on
the table–but they often lack the base line knowledge that result in outstanding service.
While first time business owners quickly learn how to deal with construction headaches,
zoning, and opening budgets, they often lose their energy when it comes time to training
their staff before opening their doors.

That’s where someone like me comes in. Since I not only have a clear vision and
passion for the finer points of service, I also have a passion for the artistry of the work.
The people who hire me as a restaurant consultant know the importance of hospitality in
its early financial success and trust me to bring them the tools they need to succeed.
Like a midwife, I step in the final months before the official birthday of the restaurant to
offer a helping hand in creating a uniquely tailored and elevated service program that
will give first time diners a remarkable experience on their first day of business

A new restaurant that has a talented staff and strong service program creates dedicated
customers who spread the word to their friends, write positive Yelp reviews, and lead to
glowing press.  A restaurant with a strong service team creates remarkable service
worth talking about.
Bussing as an art form
As far as I’m concerned, bussing is craft that requires more attention and respect. A
busser–or back waiter they are sometimes called–is a key member of a restaurant
team. Just because a busser holds a support position responsible for cleaning of tables
and the dining room, doesn’t mean what they do isn’t any less important to the service
experience. As I’ve mentioned here before, waiting tables isn’t a job to be ashamed of
or to be pitied. Waiting tables–just as bussing–is an honorable profession to be
respected.

Job Description of a Great Busser

A great busser should be organized, work well with others, and keep priorities aligned
with the teams’ greater goals. They should have pride in themselves, their work, and
their uniform. Tables should be cleared in a timely manner, beverages should be filled
when needed, empty dishes and cups cleared when appropriate, and pre-bussing of the
table of unnecessary items is encouraged. Tables are cleared and re-set efficiently and
gracefully. A support staff member enjoys going the extra mile for guests and for co-
worker. A valued busser faces challenges with enthusiasm and a passion to do the job
well. They know the menu and enjoy finding ways to make guests happy.
Tips on Being a Better Busser

Regardless of what a person’s position is, everyone on staff at a restaurant should know
how to clear a table properly. Every restaurant will have its own style–be it fine dining,
fast casual, diner, or casual fine dining–but restaurant owners should define how they
want their service to feel before teaching their staff a method of clearing. Consistency is
key in making sure table service is compatible across the dining experience.

1) Clear Thoughtfully

When guests appear to be done, approach the table and–if they are engaged in
discussion–pause before clearing away dishes with food on them. The guest may want
to continue eating.  When complete, take plates off a table as quietly as possible.
Removing dishes with the least amount of noise should always be the goal. Clinking of
silverware and banging of dishes makes for a distracted dining experience for the guest.

Fine Dining: Stack on your arm, making sure you clear as many plates as you can carry
without leaning the plates against your body. Options: never hand a dish over to
someone else in the dining room, hugging the guest. Crumb the table, remove all
crumbs from the table using a crumber or a sanitized cloth.

Casual: clear into hands or onto a tray, wipe down the table with a sanitized cloth.

Pet peeves: asking a question like “Are you done working on that?” makes eating
sound like a chore. Using formal language like “May I clear your plates?” offers a simple
request in language that’s more friendly and to the point.

2) Know When to Clear

Every restaurant has a different way of approaching clearing. Having a clear

understanding of what each restaurant’s service culture is imperative. Not all
restaurants approach clearing the same way.
Fine dining: clear only when everyone is done. Options: Clear ladies first, synchronized
clearing (clear everything at once and at the same time), clear completely, Casual:
Clear appetizers when each person is done. Clear entrees when when everyone is
done or when each person is done. Wipe down the table

Super Casual: Take empty plates as they are done. Take empty plates when they have
been untouched for a minute or more.

Pet peeves: clearing a table too early or too late. You never want to make a guest feel
rushed or ignored. Finding a balance between the two requires some finesse and keen
observational techniques.
3) Everyone is a Busser

No matter what level of service a restaurant offers, no one should be above clearing a
table or assisting a guest with an issue that requires some cleaning up. Everyone
should work as a team to assist guests in their bussing needs. All staff should always
keep their eyes open and be observant of where everyone in the dining room is in their
meal. Prioritizing the work and minimizing steps in the process are key aspects to
clearing tables in a timely and graceful manner.

4) All Hands On Deck

Bussers, servers, runners and managers are in the business to help guests.  Everyone
should keep their eyes open and their hands ready to assist. Teaching staff to have a
“full hands in, full hands out” mentality on the floor will make everyone twice as effective
since they will always be seeking to be of assistance no matter where the employee is
in the restaurant.

My experience as a restaurant professional has shown me that business owners who

fail to teach staff the intricacies of great busing suffer from lower sales, unhappy guests,
and uneven service. Great bussing not only increases check averages and the number
of guests served, it creates a happier culture and better work environment for all
involved