Huge Missed Opportunity

Never miss an opportunity to be great.

Giving exceptional service as a butler had been easy, I thought to myself as I drummed impatient fingers on the polished mahogany desk, my eyes fixed on the swirling vortex of dust motes dancing in the single shaft of afternoon sun piercing the gloom. "Exceptional personal service," I scoffed, the word tasted like bitter ash on my tongue. These were words thrown about by corporations but, are they nothing more than marketing speak? Nothing more than a gilded cage, a gilded cage designed to trap the unwary traveller in a web of saccharine smiles and artificial hospitality??

I recalled a recent trip to that gilded temple of gastronomy, The Ivy, a place where the very air seemed to hum with an orchestrated symphony of discreet efficiency. I had taken my wife, a woman whose beauty could melt glaciers, to celebrate our 12th anniversary. A momentous occasion, for us although I appreciate it would mean nothing to anyone else.?

?I had thought, a chance to recapture the magic of the night I proposed to her under the twinkling lights of the original Ivy in London, a lifetime ago.

But the magic was missing. Replaced, instead, by a sterile efficiency that bordered on the chilling. We were greeted with the warmth of a tax auditor, our table assigned with the precision of a military operation. Their efficiency is something that I respect but it is no replacement for hospitality.?

?Our anniversary? A mere whisper on the wind, lost in the cacophony of orders and the clatter of cutlery. No hint of recognition, no acknowledgement of the love story unfolding before their very eyes. I had taken the time to share the fact that it was our anniversary and that I had indeed proposed at The Ivy in London when I booked the table. I was not “fishing for compliments” but I was giving them an opportunity to make our night more special.?

"Unreasonable Hospitality," I muttered, the words tasting like a bitter pill. Will Guidara, that apostle of excessive service, would no doubt have swooned at the prospect of such an opportunity. A chance to weave a tapestry of enchantment, to transform a mere meal into an unforgettable experience. He would have conjured a symphony of surprises, a cascade of unexpected delights. Perhaps a vintage photograph of the original Ivy, a handwritten note from the chef, a discreet delivery of a single, perfect red rose to my wife's table.

But Guidara, with his boundless enthusiasm and his unwavering belief in the transformative power of the unexpected, was a unicorn. A creature of legend, existing somewhere between reality and the fevered dreams of hospitality gurus. In the real world, the world of profit margins and dwindling customer patience, are such gestures considered frivolous, a wasteful indulgence in the pursuit of ephemeral emotions?

I know my employment history is somewhat privileged. Cost was rarely a consideration when it came to service, but as I mused this point in my head I came to a steadfast decision, The act of hospitality does not need to cost 1p. It is the fact that someone takes the time and care to perform it that makes it more precious than gold.?

I sighed, the sound lost in the oppressive silence of the office. "Exceptional service," I repeated, the word now a bitter curse. A siren song lures unsuspecting customers into a gilded cage, only to leave them feeling hollow and dissatisfied. A hollow victory, a Pyrrhic triumph achieved at the expense of genuine human connection.

The true essence of exceptional service lay not in the extravagant gestures, the orchestrated displays of theatrical kindness, but in something far simpler, far more profound. A genuine smile, a listening ear, a moment of genuine human connection. A recognition that behind every reservation, every order, every fleeting encounter, there lies a story, a human story waiting to be discovered, cherished, and remembered.

But maybe such thoughts were for philosophers, not butlers.?

I had a meeting to attend, a presentation to prepare and a mountain of paperwork to conquer.?

But as I pushed myself back from the desk, I knew I had to do one thing first. Share this story with you.?

As I am sure you know I am in the trade of training hospitality staff and the lesson of this story is; Never miss an opportunity to be great.

If you would like yourself or your team to be trained by me I would be delighted to do so. My promise to you is after the training they will not give up an opportunity to be great.?

Keep well and have a beautiful and hospitable day.?

Simeon Rosset

www.rossetbespokebutlers.com?