The Italian Way

Last night I headed over to Oso Restaurant for a glass of wine and some cheese. I always enjoy the humble hospitality of Stephane and Diego, who so gracefully look after thier guests. It was over a glass of Nebbiolo and a beautiful cheese plate that I reminisced of my time spent in the upper half of the boot. Italians are by far the most hospitable and kind people I have ever met. They welcome each day with a sense of wonderment and a sincere appreciation for the act of eating and drinking. They relish the perfect slice of prosciutto, wait months for the first insanely ripe tomato to pull from the vine and wax poetic about wines made from thier obscure indigenous grapes. Quality always trumps quantity and from village to village the cooking is local and seasonal with variations abound. What always strikes me is the simplicity of the offerings and the feeling that at that very moment you are eating the best thing in the world. It is these memories that spur my quest to find or produce the best ingredients I can. As most of you know, the tomatoes are my first project, but I laso hope to bring many other locally grown vegetables and fruit to the table soon.

I head off to New York and Boston next week for my Holiday and hope to file in when I get a few spare moments from the endless barage of eating and drinking. I will certainly remember that eating well is a matter of simplicity and sometimes living life to the fullest means living life one day at a time just like in Italy.

Just Smile and Say Goodbye

The other day I asked my staff what the difference between service and hospitality was. A few replied with textbook accuracy, others were bewildered and a few more started to really think. I had recently been to an outpost of Ya Kun Kaya Toast for a cup of coffee and some kaya and that's when the wheels started to turn. The cashier was curt, failing to display any sort of smile or warmth. I proceeded with the payment, ate my toast and left. The next day without much thought, I popped in to Starbucks for a quick coffee and a read of the paper. As soon as I entered I was greeted with a glowing smile and infectous energy. I ordered, had a brief conversation and enjoyed my quiet morning. When I left they said, "goodbye and see you again", and so I pondered, two coffees: two different experiences.

The truth is, that service is the technical ability to deliver a product, think car mechanic or massage therapist. They are providing a service and in turn delivering you a result. Hospitality is the innate ability to generate memories and experiences from someone. Intangible elements such as the greeting, the farewell and the friendly smile all play a part in defining this form of generosity. It cannot be contrived, manipulated or faked. In many ways hospitality is the texture of an experience, something that is warm, comforting and genuine. It could be the use of your name as you arrive or the thoughtfullness of the staff as they recall your preferences and look after you as though you were invited to thier home. It is the way you are spoken too, the subtle gestures and the care exuded by the individual.

In Singapore, the problem lies not with the training of technical service standards but with the ability to foster hospitality among the staff. A great service experience in a restaurant almost always reflects the "mood" of the staff and the environment in which they create. They have to be active particpants in the experience. There are many who believe that great service across the board in Singapore is impossible and should never be expected unless your paying for it at the highest levels. But the truth of the matter is, it doesn't cost anything to have staff smile and say goodbye. Till next time....