Anthony Gomez one of our Chophouse Stars pulled me aside last week and said “Can you believe it has been a year since we stopped using large service trays. “He reminisced about what a significant adjustment it was for many at the time and how it is simply the way we do things now plus we find it easy!
This small change a year ago is one many you may not have even noticed. It was small and simple in theory, but not in practice. We had for years used large service trays in all our Restaurants and Banquets. They were used both to run food and to buss tables. The team would prepare to run the food, place it on the tray, find a tray jack, walk to the table then put the food down next to the table, stand over it and then place in front of you. For clearing the trays were positioned around the floor and dirty dishes stacked up on them, before being carried into the dish pit.
By eliminating these large trays it removed two steps that did not add anything to the member experience. We also were able to deliver food directly to members and remove the view of dirty dish trays in the operations.
This adjustment though just one tweak took over 3 months to become habit. Tray Jacks would mysteriously find their way back out into the Restaurants. There was a rumor that if you had a party of more than 6 it was still ok to use the tray. Some servers almost learned to balance plates on their heads to carry more!
Ultimately the change was about doing simple better and creating new habits. Anthony was a believer from day one, and he already had the habit from working at a nearby Resort. Others took a little more time! However, a year later we cannot imagine every having done it another way, thus emphasizing that Doing Simple Best produces fundamental change over time.
“Isn't it funny how day by day nothing changes, but when you look back everything is different” – C.S. Lewis
To assist in speaking “Restaurant” here is a key to the bolded words above!
Buss – “to buss a table” meaning to clear, clean, remove plates
Run – “to run food” meaning to bring food and drinks to a Member
Tray Jack – the stand on which the tray sits
Floor – the area in any restaurant or banquet space in which the team are visible to members
Dish pit – aka “dish tank” or “pot wash”, the area in which the team scrape plates, separate silver and stack for the stewarding team to then clean and wash ready for their next use. The stewarding team is the most essential part of any food and beverage operation. They keep the cooks and front of house equipped with all the tools needed to serve.
Annette Whittley, Director of Food and Beverage