Last week I introduced you to Ben, a 22 year old working as a Hard Rock Cafe server in Las Vegas. Ben has a bright future in front of him, but he is not the only one.  Today I want to introduce you to Stephanie.

Stephanie works as a Food and Beverage Supervisor at the World Marriott in Orlando, Florida.  Hmm?  22 years old and a food and beverage supervisor already.  Isn’t that interesting!

Through a connection with one of the chef’s at the World Marriott, we were able to set up a private catered dinner for myself and the event coordinator of the John Maxwell Team.  The John Maxwell Team holds two large events there every year and we were excited at the opportunity to get a look “backstage” with food services.

The service we have received during our visits to the World Marriott has been nothing short of phenomenal, and after our peek at what goes on behind the scenes, it’s easy to understand why.  I won’t pretend to understand what it takes to run a kitchen of this size, but what we saw appeared to be a well-oiled machine, running full throttle, and without a miss.

A big part of the experience was our private server, Stephanie.  Just like with Ben in Las Vegas, I was intrigued by her attitude, professionalism, and self-confidence.  All characteristics I only occasionally see in adults twice her age.  A few of her comments really made me think …

“If you want another course, we will throw it in.”

Logic would suggest that the objective was to take care of a significant client, but the delivery was sincere.  Right from the beginning Stephanie made us feel like the only people in the building.

This was something I have never experienced before.  A specially constructed room built in the middle of the kitchen so we could see everything going on around us but from within an environment built exclusively for a fine dining experience.  I think it’s fair to say that Stephanie really wanted us to enjoy the experience and her commitment to making that so, was authentic and intentional.

“Oh my gosh, I’m so sorry!”

Just as in everything we do, things don’t always go as planned.  Upon a minor mishap, exclusive to our private venue, Stephanie immediately apologized, owned it and, most importantly diffused a situation that could have disrupted the entire evening.

In our opinion, it was no big deal, but it certainly could have changed the emotional state and attitude of any person providing service.  I find it interesting how difficult it is sometimes to own our actions and simply say “I’m sorry.”

“I can talk through a brick wall.” (Tweet This)

What a great statement.  My takeaway from this comment … how long could you speak “intelligently” about your profession?  How about in a random conversation with clients or colleagues?  Stephanie spent the entire time in the room with us that night and we spent a lot of time talking about all sorts of topics.  I don’t remember any that went beyond her ability to add value to the conversation.

I am still amazed at the competence and confidence of someone her age and her ability to control the atmosphere of the room.  I suppose you could say that education had it’s benefits.

“I don’t think I have ever said no.”

This was my favorite.  We had been giving her a hard because everything was so amazing and it sort of became a challenge to see if they could actually deliver on “anything” we wanted.  So naturally, a person of my intellect, came up with a great challenge.  “Fresh chocolate chip cookies and vanilla gelato.”  No way they could bust that out.  Wrong!  “No” was not an option.

As I custom desert request arrive, I asked her what they do when they get a request for something they can’t make happen.  Her response, “I don’t think I have ever said no.”  I guess that pretty much sums up the evening!

Do You Want To Be The Best?

It will be a meal I never forget, but something tells me that Stephanie does the same for other people everyday.  I will not soon forget the attitude and effort that went into that dining experience and the real point of the story is that if you want to be the best, you need to act like it – and not just when you have to, but when you don’t.  That’s what will set you apart from the rest.

Like Ben, Stephanie has big aspirations for her career.  She eventually would like to end up in the California wine valley as a wine sommelier.  I know she will make it and she just might be the youngest female to ever become one.  I won’t be betting against her anytime soon.

THE QUESTION:  Are you serving people in a way that represents your best?

THE CHALLENGE:  Do something today that will take your quality of service to the next level.

Read part one by clicking here

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Barry Smith  3/17/14   photo courtesy of amazon   © Building What Matters 2014