In our business you never quite know how the day will go… We always allow ourselves extra time “in case” something happens. I had a day of visiting clients with an event that evening. My plan was to stop by and check in with our client and our great team.
Somehow that morning, I decided to wear black pants, a white shirt and a really lovely scarf with pearls. When I arrived at the event, there seemed to be fewer staff than I expected. Someone had fallen ill, and I knew what I had to do.
The evening involved 200 guests for a cocktail party at a local art community. Here was my chance! I would be the “undercover boss”!! I became the newest member of the floor staff.
I took off my scarf, donned a black tie and picked up a tray and began serving hors d’oeuvres to guests, who at 5:00 p.m were happy to see me. I began to peruse the room, looking to make eye contact with someone who was looking to connect to the beautiful morsels I was offering.
And I realized that is what our business is all about.. making contact. The art of hospitality is really an engaging dialogue. A dialogue between the servers and the guests that for a little while allows a communication that is wordless. A server’s role in service is to see that their guests are well attended to. Service is really a one way street. The server’s role in hospitality is to be aware of the nuances of the guests’ needs and to be in dialogue with the situation: if guests need an hors d’oeuvres, a refill, if they are carrying an empty glass that they would really love to get rid of… the server’s role is to ensure guests’ comfort..not just to pass a tray until it’s empty and head back to the kitchen.
As I worked the room with my hors d’oeuvres tray, I realized that there were several distinct types of guests. One kind, were the guests whom were involved in conversation where an interruption of hors d’oeuvres service would have disturbed them. Other guests were on the prowl for my tray, and I did my best to remember which guests loved which hors d’oeuvres so that I could bring them their favorite again. They were always happy to see that I had remembered them. I think it made them feel well taken care of. I liked that.
I also learned how to “work” the room, making eye contact and smiling at any guest that was making eye contact with me. It’s amazing how eye contact and a warm smile is such an important part of hospitality. I wanted the guests to know that I was happy to be at the party and to be working to provide them a wonderful evening.
I loved watching our staff, from the meticulous way the chef prepared the hors d’oeuvres trays for service to the bar set up to the charming stories about guests' reaction to the creative presentation of the hors d'oeuvres. I have to admit, I had not been so closely involved in this way. I knew this team knew what they were doing, but being one of the team in this way allowed me to see good people doing well and really think about ways we can always improve.
I was not incognito. Our team was happy and laughing when I donned the black tie but I certainly learned a lot that night. Most importantly that the right staff, properly trained in hospitality can make a party a warm and inviting place to every guest, no matter their style.
P.S. Thank you to all who voted for me!! I am thrilled to have won “Best of the Gold Coast – Best Wedding Planner”. I look forward to seeing you on July 18 at the "Best of the Gold Coast" blast at the Stamford Hilton. Please come by and visit!
Festivities is known for the finest in catered foods, sophisticated presentations and innovative event designs. For almost 30 years, this brother –sister team have kept their business on the cutting edge of food and event design. Multiple time winners of “Best of the Gold Coast”, Roe and Bill offer their clients a warm, customized experience when planning their most important celebrations.
Rosinne K. Chlala
Co-Owner/Event Consultant Festivities
203-847-7774
info@festivitiesevents.com
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Twitter: @festivitiesct
Photograph by Kate Eiseman