I booked a dinner reservation at the Cliff House, a place completely unknown to me, for our twelfth wedding anniversary. A dining experience chosen somewhat casually from a quick perusal of options online is a risky proposition, especially for an important date.
Thankfully, this proved to be a "hit it out of the park" selection. The first hint: the person booking my phone reservation was cheerful, friendly, and efficient. Then, on arriving, the young folks shuttling customers in golf carts from the parking area to the restaurant were everything you hope young people will be: eager, interested, and very well-trained. Then, when I told the concierge that this was an anniversary dinner, he grew visibly animated; as a result, a champagne toast was brought to our table (the concierge having thoughtfully asked if we were alcohol friendly previously), on the house. When the appetizers arrived, I was so impressed that I almost regretted having ordered an entree: an improptu tasting menu made up of four or five appetizers would have been heaven (in fact, after the meal, I suggested that management put that option on the menu - which, it turns out, they had been considering. The entrees didn't disappoint, however, being among the best I've ever had in the Berkshires. In fact, in 35 years of Manhattan dining, I have only rarely enjoyed dishes as much as I enjoyed these. Dessert and espresso were in line with the meal: first rate.
I spent some time reflecting my experience back to management, who listened attentively and with interest (a distinction in itself). My main point was the strong "vertical integration" that I sensed: every level of service and preparation was excellent, from the reservationist, to the valets, to the concierge, to the waitstaff, to middle management, on up to the star of the show, the chef. Although everybody eagerly acknowkedged that the chef was incomparable, I never got the sense that any level of service had been made to feel less than crucial to the dining experience.
In short, besides being a great dining experience, this was a triumph of management, by which I mean old-fashioned management who make everybody feel valued and noticed. Kudos! read more