Once, my GM told me a story about his father, who, when purchasing a car, would only settle for the top of the line with all the bells and whistles. His reasoning: all the little details, the small conveniences, made the car a better and more enjoyable experience. It has taken me many years to fully comprehend this message, and at this moment in my career, I am still working on getting his message, internalizing it, and sharing it with my team.
More than 15 years have passed since the first time I heard this story, and I now find myself constantly repeating it and telling it to my team, probably trying to convey the same message he was giving me. The importance of the entire experience goes beyond the food and encompasses presentation, garnishes, decor, and most importantly, the experience we create.
Last month, we hosted three chefs as guests. They arrived just in time for our busiest event of the year, a fiesta for 3,000 members. We shared insight on how we plan, execute, and deliver to our members and answered their questions, from food cost and menu development to staffing challenges and discipline.
We embraced them and immersed them in the middle of the line, banquet production, and the event execution. They worked side by side with the team like everyone else. The idea was to give them the whole experience. The comments I received from both the guest chefs and our team were incredible. But better yet, I saw our team interacting with them and welcoming them into our grind, showing them openly how we plan and execute.
Just before Mother’s Day, our sous chef, Marco, spent a week working at The Club at Admirals Cove. I had experienced Admirals Cove hospitality a few years back when I participated in the CMAA Golf BMI as part of my training for the CCM test. I wanted Marco to see and experience this firsthand, being there and witnessing the club’s execution of the event. Chef Thomas, Simona, and Mr. Morris were not only welcoming but eager to have him there.
These interactions have triggered action on my part. Now that we have completed the busiest part of our year and started looking at summer projects, we embark on a deep exploration of how to make the events even better. We are focusing on adding more details and, crucially, planning ahead so we can execute at a higher level.
After listening to our three guest chefs and talking to Marco about his experience, I can only further dig my heels into this message. I will start looking forward to the new season with a magnifying glass to further elevate our quest for considering even the smallest of details.
Below are some steps I will be taking to factor this into everything we do:
Menu Writing:
I am changing the procedures I use for event menu writing. I will write my menus earlier, allowing more time to detail and fine-tune before distribution. I will also migrate to Excel, assigning tasks to people with deadlines. I will use calendar reminders with notes and invitations to all involved to discuss details and make sure we have the resources we need to execute, avoiding last-minute requests and changes.
Banquet and Event Setup:
I will review the procedure for banquet and event setup. I will schedule time to discuss details of the event, floor plans, decorations, heights, and displays to reduce event-day stress. We will set up as much as possible in advance and create mise en place carts so we have what we need, when and where we need it.
I will look at our regular events, identifying small increments we can apply continuously, making progress and building upon what we have. Taking small steps every week and adding small details will elevate the member experience and increase the perceived return on investment.
Staff Checking Out:
We just spoke to the team about checking out with their supervisor. The new expectation is to have them give a rundown to include: what I am working on, what is pending, and what is done. All cooks are asked to show their supervisor how they are leaving their mise en place and their overall workspace. We are shifting the responsibility from the Chef de Partie to the cook for having the station done, clean, and neat. Also, they must show their prep list and storage areas. This will help hold people accountable for keeping areas neat and organized.
Organization:
We continue with the motto of a place for everything and everything in its place. We will require that anyone using a piece of equipment must leave it cleaner than they found it. We are empowering them to hold each other accountable to the most minuscule detail and setting a tone for organization, neatness, and decluttering the kitchen.
The pursuit of excellence is a constant trickle, a marathon. It requires being open to exploring every step of the operation, finding creative ways to improve upon each execution. It is not a finite game, but an infinite one that is built upon structure, challenges, and the constant search for more.
