From a New York Times article:
“I worked a service on East 65th street. During my night there I observed a quietly remarkable conversation between the General Manager and the Service Director, both Frenchmen of classical hotel-school training. The issue was a Swiss child of maybe 8 who had fallen asleep under the table, and whose parents refused to wake him up. The Service director was thinking of the other guests: ‘People don’t pay to come (here) and see sleeping children.’ The General Manager was thinking of the parents: ‘People don’t pay to be told where their children can and cannot sleep either.’ At the end of the day, they met in the middle and the child was moved to an empty banquet where he slumbered away for the rest of the 3 hour meal.
I fell into the category of server Mr. Frame is speaking of: beaten down by the opulence of my patrons and the mechanical nature of the work into a deep cynicism about my job and about the guests I served. But there was a special breed of professional who derives a genuine pleasure about repeatedly making people happy, no matter how nasty and undeserving they actually are. These two men fell into the last category, and seeing them fuss so much over the circumstance of this one difficult table I wasn’t sure if it was heroic or pathetic.” – Matthew Choi, Boston, MA
There is one piece that I think does well to illustrate what good service can do for a guest and the professional. The point i’d love to illustrate here is that the “special breed” of professional is a dying art. If we can provide this in the brewpub setting, in its purest form of repeatedly making people happy, I think we’ll do well. Bringing a deep professionalism and service is one of our key goals as a Brewery. – zm