Etiquette expert says hospitality standards have fallen
While Melbourne is renowned for its dining scene, one etiquette expert has accused the city’s hospitality industry of letting its service standards “fall off the bandwagon”.
A video recorded by Loui Burke has gone viral for its brutal honesty regarding the restaurant industry and how it should get back to the basics of good service.
Burke said he was sick of paying $90 to $150 per head when waiters fail to meet basic standards.
“The sequence of service has gone missing,” he told news.com.au.
“It’s not that we’re all seeking this unrealistic level of service,” he said. “We just want one that is pleasant, flows well and makes people feel comfortable.”
Burke worked in the industry from the age of 11 to 25, so isn’t coming from a place of ignorance.
“First things first, the person who comes in the door is not a customer, they’re a guest,” he began his video.
“As soon as they come in, you better seat them within the first 30 seconds of them walking through the door.”
He says guests are left waiting too long to be seated or to even be acknowledged.
Burke also called out water service, saying guests should be given tap water and not charged for still water if they ask. He said even if a table orders a bottle of sparkling water, they should be asked what they want when they need a refill.
He also notes that people should be given a few minutes to settle into conversation before being asked what they would like to drink.
The logistics of sharing is also a pet peeve.
“You better be changing the plates and the cutlery between entrees and mains, particularly if you’re charging around $30 for an entree and $45 for a main,” he said.
“You expect the plates, cutlery and table to be wiped between each setting and make sure you ask how the food is going between each sitting.”
Waiters should also know the basics of cocktails and wine.
“When someone asks you about what the wine is, ‘Oh, it’s a really good wine’ is not a description,” he explained.
“Is it dry? Is it crisp? Is it robust? Figure out some adjectives to describe the wines on the list.”
According to Burke, tips should only be given if staff have done their job well.
“Don’t expect to get a tip if you haven’t done any of these things and then get sh***y and pick up the bill and walk away because you didn’t get a tip,” he argued.
“Why on earth did you deserve a tip? Because I’m telling you now, I’ve been around to plenty of places to dine and none of this is really happening anymore.”
“Menus are getting more expensive and also the wages of the waitstaff is higher than it ever has been, so I think we just need to pick up the game.”
Burke’s video went viral, with many viewers sharing their own stories.
“Why do they ask at the time of reservation if there is a purpose, e.g. birthday, anniversary, and then make no mention of it when you’re there?” one asked.
“Also general knowledge of the menu. If I can’t decide between two dishes, saying, ‘I don’t know, I haven’t tried them’, is the wrong answer,” expressed a second.
“When the menu is designed to share but then you get to payment and you can’t split the bill,” another noted.
“Servers clearing plates before all diners have finished,” said someone else. “I can’t stand it”.
One user blamed Covid for the drop in standards, “I fear Covid and the shift to more set and limited time for seatings has ruined dining”.
Burke responded, “100%. We all don’t know how to talk, drive or dine out anymore”.
Jonathan Jackson, 18th February 2025
