Restaurant Service: Efficient, Militant, and Impersonal (Emotionless)

 

Service at restaurants - front-line staff! 

Walk into most Indian restaurants — whether it’s a small kutti-kada tucked into a busy lane or a mid-tier establishment claiming to offer “family dining” — and you're likely to experience a familiar, predictable pattern.

The food or kadi may be tasty, the space somewhat clean, and the prices reasonable — but the experience? Often rushed, robotic, and uninspired.

There’s a common thread across too many places:

Service: Efficient, militant, and impersonal.

Or you might feel the service as - Transactional. Emotionless. Disconnected.

You’re greeted with a nod, handed a menu, and within minutes, expected to make a choice — sometimes even before you've had a chance to settle in. Staff often act more like food couriers than service professionals.

You’ll be nudged to a seat and an impersonal waiter with a cookie-cutter response comes to take your order. Got a special request? Dietary preference? Allergy when some food contains shrimp or beef? Most often, it’s waved off or overlooked. 

One main failing I see at restaurants in the hurry-burry approach in taking orders! Why this kollavari? 

In many restaurants, especially when customers are visiting for the first time, they’re often unsure about portion sizes, taste profiles, or ingredients of unfamiliar dishes. This uncertainty can lead to two common outcomes: either the portion feels too small and disappointing, or it’s too large, resulting in food waste.

This is where the role of an empathetic and well-informed waiter becomes crucial. A simple gesture — asking if the guests are familiar with the dish, offering a quick description of the portion size, or explaining the key ingredients — can make a big difference in the dining experience.

When staff are approachable and open to questions, customers feel comfortable asking about the menu. On the other hand, when waiters appear indifferent, disconnected, or assume that the customer knows everything, it creates hesitation. This often leads to ordering mistakes, dissatisfaction, or an awkward experience at the table.

In short, thoughtful service is not just about bringing food — it’s about guiding the guest through a good experience. Small efforts in communication and attentiveness can lead to happier customers, better reviews, and less food waste.

 Why Does This Happen So Often?

• Lack of staff training: Most waiters are not trained in hospitality etiquette — only in serving food and clearing plates.
• High staff turnover: Many work on a daily wage or as temp staff with little connection to the brand.
• Underpaid and overworked: When staff are exhausted or poorly treated, they don't pass on warmth to customers.
• No ownership: Staff rarely feel invested in the success or feedback of the restaurant.
  
  
• No structured SOP (Standard Operating Procedures) for guest experience — from greeting to service timing to responding to dietary requests.

What Can Indian Restaurant Owners Do?

Here are a few ways owners — especially in cities like Trivandrum where the dining scene is growing — can reflect and evolve:

1. Do a Service Audit

Spend one day as a guest at your own restaurant.

Observe not just the food, but how you're greeted, how the waiter speaks, how quickly you're rushed, and if anyone checks in on your satisfaction.

2. Train for Hospitality, Not Just Service

A warm smile and attentive listening go further than perfect order-taking.

Invest in basic hospitality training. Even a simple 3-day induction can change tone and interaction.

3. Slow Down the Table Turnover Mentality

Don’t chase efficiency at the cost of experience.

Allow guests time to explore the menu, ask questions, and be served thoughtfully.

4. Empower the Staff

Let your servers feel like ambassadors, not order-takers.

Share feedback from guests, reward thoughtful service, and build a culture of pride in work.

5. Establish SOPs for Customer Care

What happens when a guest says they have an allergy?

What’s the ideal time between starter and main course?

How often should a waiter check in?

Simple SOPs lead to consistent, caring service.

6. Introduce Personality into the Experience

Ask servers to engage casually — “Is this your first visit?” “Would you like a recommendation?”

This little interaction adds warmth and shows that your staff are humans, not robots.

 Final Thought

Food may bring people to your restaurant, but hospitality brings them back. A great meal remembered for bad service leaves a bitter aftertaste. Especially in a city like Trivandrum, which is developing a cosmopolitan food culture, there's a real opportunity to stand out — not just with flavors, but with genuine hospitality.

Let’s move from militant efficiency to mindful service. Because at the end of the day, people don’t just eat food — they experience it.

P.S Here's a self check! Do you remember the face of the waiter who served you? Did you feel connected, personal or did he or she make you feel like coming back to the restaurant or chai shop! Or did the person who served you was just another faceless server doing his duty! 

P.S.S Imagine you went for shopping at Lulu Mall at Trivandrum. You visit multiple shops in this mall and after you reach home, is there any face that you can think of b'cos you were treated like a human not just like a customer!  


Why restaurant service do you find the best in Trivandrum?