Ten minute rule, quoting waits

Food must be in the guest's hands within 10 minutes. 12 minutes max. Always look at the ticket times on the KDS, add a few minutes for the kitchen and your run, and quote a real wait time at the counter. Set expectations up front: today we are running about 12 minutes, food will be at your table by then. Honest expectations buy patience. Silence loses the guest.

If the kitchen is backed up and you know it will be longer, walk to the table BEFORE the quoted time hits, tell them honestly, your order is up next, just a couple more minutes, and offer water or a fountain drink.