What is good service?

My spending more than 40 years in the hospitality industry, patient and moving through the ranks from bus boy, to Assistant Food & Beverage Manager, and realizing the need for further education was supplemented by my attending seminars, and advanced courses with the Bahamas Hotel Training College. The American Hotel Motel Association. Cornell University. NY.

Enjoying retirement at this time, search finding an upscale, high end Restaurant to experience an elegant meal in Freeport, as in the past, I thought was nonexistent, in taking my wife out for dinner last evening, on a special night, her Birthday, only to have my fears allayed in experiencing one of the best meals and service at the Churchills at the Grand Lucaya, under the leadership of Mr. Daniel Sands, who I haven’t seen in more than 20 years. Whose tutelage begun at the then Princess Towers, where I played a significant role in his development. As the Senior. Assistant Food & Beverage Manager. Later being elevated to being in charge of all the Food and Beverage outlets, including Banquets and Catering, for the entire property including  the Casino.

I was so pleased, and elated and in much awe, to see that all isn’t lost in the service industry, as I was blown away with the immaculate timely service and food, my wife and I received. Any great restaurant is about more than the food – it has to have great front – of house too. In my experience, a customer is more forgiving towards mediocre food than they are to slack service. One of the things that shocked me most today is, when good manners are becoming a thing of the past. Even a simple “please” or “thank you” seemed alien to some of our young service attendants today, who feels its servitude instead of service, and if you don’t have simple courtesy, it’s difficult to provide any level of service at all.

I’m sure it’s about respect, both for the people you are serving, but ultimately for yourself. If you have a stronger sense of self-worth, you’ll provide service, not servitude, and that’s something that we’ve had to work on with today’s service attendants. If they take pride and pleasure in serving, and are passionate about their career they’ll go far. It’s a tough industry, and without passion it will be very hard to reach the top. With it you can do almost anything.

It takes a very special kind of person to work in front-of house. A good service attendant has to be so many things all at once; efficient and speedy, but also precise; attentive, but not overbearing; presentable with excellent personal hygiene and posture; and , of greatest importance, you have to be able to communicate well. Being able to listen properly is a key communication skill. There’s nothing more frustrating for a diner than having to repeat their requests.

Also, it’s not good enough for a service attendant simply to take an order and bring the food to the table. They should be knowledgeable about what they’re serving, know their menu inside out, and work as a team player with the kitchen. They need to be able to sell – with confidence – the full dining experience the restaurant has to offer.

In my opinion, it shouldn’t matter whether a customer is paying five dollars or five hundred – good service should be everywhere. The customer’s expectations remain the same and they should never be disappointed. You have to know what the customer wants before he even realizes it himself. That takes time to learn, but of course a lot of it is instinctive, and the truly great service attendant, and Room Manager (Maitre d’s) have strong emotional intelligence as well as impeccable manners.

I take my hat off to Danny Sands, and his staff, who I must say how proud you made me, at Churchill’s to continue the course that you’re on.

Kelly D.Burrows

Freeport Grand Bahama

P.O. Box F42977

Telephone 373 7126