As someone who spent a few years as the Business Manager of a hatted fine dining restaurant, I’m an unabashed sucker for a superb meal – one that blends sublime food with exquisite service.
So when a recent aimless and happy wander through a little village in the Lake District found us passing the doorstep of Michelin-starred L’Enclume, how could we not see it as a sign when they happened to have a lunch table for two available the next day? Destiny, thy name is degustation.
It’s an occupational hazard of mine to look at how team’s work together wherever I am. What is the quality of the interactions? What is the culture? This is often evident in the interactions, what is focussed on, the language that is used, and how these all impact on whatever service they deliver. It is in the big moments and the micro-moments.
It was a joy to witness the culture of excellence at L’Enclume. I could wax lyrical about the food and the presentation (and I will if you let me), but what truly captivated me was the elegant choreography of the waitstaff. Picture this: one person is engaging with a table, pouring wine or discussing the menu. Another team member approaches with food, and gently touches the back of the main waiter in passing – a subtle signal that they’re there. No words, no disruption – just a seamless flow.
If a manager stood speaking with guests, and there was an empty glass or bottle to clear, they’d hold it discreetly behind their back. Another team member would glide by and, without a word or a fuss, lightly touch their back, and collect it.
Many punters at the tables would be totally unaware of these unspoken yet intentional interactions, they were done so fluidly. It impacted on our experience yet did not detract from the main event – the food and the wine!
All of this was intentional. As Will Guadara, author of Unreasonable Hospitality and former General Manager of Eleven Madison Park in New York, notes, intention is where ‘every decision, from the most obviously significant to the seemingly mundane, matters.’
Eleven Madison Park, one of the world’s best restaurants and a 3 star Michelin rating goes to extraordinary and legendary moments to elevate an experience. Check out Janine Garner‘s Kylie experience in this fabulous blog.
Janine’s blog shares the experience of obvious significance. My observations here at L’Enclume, focus in on what we might call the more mundane.
And yet – these micro-moments are the unsung heroes of high-functioning teams. It’s often the subtle things that tie a team together, the quiet little dance steps that make everything more effective. These only happen when we have a deep understanding of our roles and how they interplay. It takes trust, thoughtfulness, and a genuine commitment to supporting each other to create that environment – one where we actively seek to make the work more seamless, more effortless, more… graceful.
The big stuff is vital – but the dance moves, the unsung support and ‘got you’ moments? That’s where the awesomeness starts.
What are some of the dance moves your team does that make the work smoother, more effortless or impactful? I love to hear them.
I’d also love to hear your restaurant experiences – it is one of my happy places!
