that is the beating heart of their small-but-mighty restaurant dynasty. Here, she shares how she creates a team of A-level hosts.isn’t something I spend a lot of time strategizing about; it’s more of a feeling—and empathy and respect are at the heart of it. You don’t know what someone’s story is when they walk in the door. I may be a little extremist, but you don’t know if a person has just been served divorce papers, or their mother just had a heart attack.
Dinner service is similar to putting on a play, where the lights go down and the curtain goes up. The way we walk through our dining rooms contributes to that energy—eyes open, alert, aware of our surroundings, and having a sense of urgency. When I’m training someone, I watch them look around the dining room and ask them what they see. If they flounder a bit, I’ll tell them what I see: I see the person at table 12, who seems unsure about the dish that’s been put in front of them.
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