Expert Insight
Service award finalist's top tips
How did you find competing in the awards?
It was an honour just to be there – everyone there was fantastic and inspirational and we were happy to be able to debut our operation and let people around the country know what we’re doing in Hampshire. It was a two part process: and interview which covered menus, wine listing and pairings then a multiple choice exam.
What is the most important consideration for front of house staff?
I believe it’s about personality, smiling and really expressing an interest in your guest. People want to come out and be looked after at the end of the day and as we’ve grown as a business we’ve focussed on doing that.
How do you try to create cohesion between your FOH and your kitchen team?
If I’m honest I think it’s important to realise just how much work both teams are doing - liaising with your kitchen and making sure the teams have mutual respect.
What are the service fundamentals you teach new staff?
It all comes down to training – have a vision of the business and the service you need to do. We have menu notes and go through service standards right off the bat to be sure they understand the pub’s set up. Then we go through the menu and look at how to sell the dish. We have a high standard – it’s the detail we focus on and moving that forward.
What other pubs and restaurants do you think have the best service?
The Hand & Flowers and Galvin at Windows on Park Lane – what really shines through is their professionalism and that they’re a happy team.
How has your team reacted to the new allergen legislation?
We made packs for all of our team so they understood what it involved and its importance. We also keep a folder behind the bar for guests – we’ve had a few ask for it after the legislation was passed but it doesn’t happen that often. I think [detailed allergen info] is good to have – as well as for obvious reasons it helps us learn about the details of the food we are serving.
Finalists for the Royal Academy of Culinary Arts’ Annual Awards of Excellence will be announced next week (commencing 30 April).
