Every now and then, often where it is least expected, we experience truly incredible service; and when it happens it makes the event memorable – and at a small bistro north of Chicago on Friday night, it happened for us.
We’d planned a casual dinner with friends who we’ve not seen for a while, opting for a popular local place known for its casual comfort food, lively atmosphere and occasional long waits for a table. I wasn’t surprised to see the dining room full, as we passed through to the bar in the back of the colorful room. The restaurant accepts reservations from 5pm until 6:30, nicely accommodating the elderly early bird set and leaving those of us who dine at more reasonable hours to fight amongst ourselves for table space. I was however surprised at the degree of professional orchestration we encountered as we settled in at the corner of the bar.
The maître d’hôtel approached us immediately, cruising easily from the corner farthest from our position through the staff packed behind the bar, to assure us that a table would be made available as soon as possible. Unfortunately for him, the restaurant is not large and excess space at the height of service is not among his workplace luxuries. With access to the service window available only through a single path around our corner of the bar, managing to keep waiting diners (like us) clear of the waiters offered us the opportunity to see a master at work. With a practiced mixture of deference and stern, timed instruction, the maître d’ choreographed the dance of guest standing there, waiter balancing trays of steaming food sliding to the right, guest stepping to the left, and both then exchanging places as the waiter slides out into the front of the house and we turn back to the bar. It was remarkable at the moment that we didn’t feel bossed by the maître d’, nor even particularly in the way of the fast moving traffic – we’d been welcomed and included as a part of the orchestration.
As the early crowd faded and the pulse of the restaurant slowed, my attention was drawn again to the maître d’, this time as he moved to thank a departing group for sharing their evening with him. I watched as he held first their coats and later the door as they left, and when he followed them out into the evening, I realized I was experiencing an event uncommon in restaurants in the States. I watched him follow couple after couple out into the blustery evening, each with fond wishes and thanks.
I hung back behind my group as we moved to the door to leave the restaurant, my expectant glance back rewarding me with the approaching maître d’. As he neared, I turned and walked back to him. He was surprised when I thanked him for his service, saying that I thought he was excellent at his job, a thing both appreciated and not always experienced. To be really great at something isn’t easy, and it was an absolute pleasure to acknowledge the man’s professional excellence. I admit it was a little bit fun too to upend his plan to thank us, and the pleased smile that followed made the evening all the more savory as we all walked together out into the night.