Restaurants are one of the most powerful mediums when it comes to creating memories. They’re a go-to destination for celebratory occasions from birthdays and anniversaries to casual catch-ups with friends and treat-yourself solo outings.
It’s not hard to come by high-quality food and drink in Australia thanks to the caliber of culinary talent on our shores, which means a stand-out dining experience all comes down to the finer details, or the “secret sauce”, says Lucas Restaurants’ Operations Manager Owen Gibbons.
The Melbourne-founded hospitality group is behind some of the city’s most-frequented establishments like Chin Chin, Society, and the newly opened Maison Batard, a multi-concept, four-level fine diner located in the heart of the city. The modern French restaurant and bar’s fit-out speaks for itself: you just need to catch a glimpse of rooftop bar La Terrasse which has a maple tree as its centrepiece or the marble ceiling accents and plush velvet seating in the main dining room. It’s a blueprint of a restaurant you won’t forget just through its design. But Gibbons says service is what makes the difference between a standard experience and a great experience. “Food and drink can be good, but it needs to be tied together and elevated by delivery. You can have great food and wine in a nice space, and it can be a not-so-memorable experience. The human element makes it feel special. If you feel special, it becomes a special moment.”
The restaurant group has the belief that skills can be taught, and recruits staff based on personality and traits such as a willingness to learn and having a natural ability to be hospitable and welcoming. “We look for people who genuinely want to be part of the industry and then we train them on the requisite material,” says Gibbons.
A guest’s experience at a restaurant is led by the front-of-house team, meaning staff need to be trained adequately to facilitate a diner’s time at a restaurant, which starts before they step foot in the door. “We research select guests and we have guest profiles, so the more they dine, the more we learn about them and can tailor the experience to suit their needs and preferences,” says Gibbons. “We do daily briefings and make sure every team member understands who is dining, why they are here, and what experience they are after.” Lucas offers a concierge program to regular and preferred guests who can use a chauffeur service for pickups and dropoffs before and after their meals. “We also have a cigar service, and trolley services for food and drink,” says Gibbons. “There are many considered elements that add to the overall dining experience.”
Training is at the crux of dining and is an ongoing priority at the restaurant group. A dedicated learning and development team has created an app for staff which they can access on their phones which is full of guidelines, catalogues, and product information. “Then there are tangible lessons such as daily tastings and fortnightly masterclasses that are led by senior staff like managers and sommeliers,” says Gibbons. While the restaurant is fast paced, delivering considered service is always a focus.
For many diners, a key takeaway of their time at a restaurant might not be a dish, but a tangible object instead like a handcrafted ceramic plate or a perfectly crafted wine glass. “Investing in glassware suited to a wine list shows care and a desire to elevate the wine experience for guests,” says Mark Baulderstone, Managing Director of RIEDEL Australia. “It tells them, ‘We are committed to giving you a higher-level experience and have created moments of theatre to elevate your time with us and experience the wine you’ve paid for in the best-possible way’.”
While cost-of-living pressures are ever-present for hospitality operators, creating a space guests want to return to over and over again means a big-picture approach must be taken. If you’re investing in high-quality produce, the same investment should be directed towards table settings – there’s no point offering expensive wines if you’re serving them in inferior vessels. Baulderstone says glassware is often overlooked in comparison to other elements found on the table such as cutlery and tablecloths. “If you’re focused on customer experience, choosing better glassware designed to elevate a guest’s enjoyment by bringing out the exact message of the wine is a no-brainer.”
Some of the characteristics of low-quality wine glasses include small base plates, rolled rims, and an overall weight imbalance when held. Breakages are also more common, resulting in the need to replace glassware more often, which adds up. A quality option is made of crystal glass and enhances aroma through design. For example, Chardonnay glasses have wider, open-mouthed bowls, enabling the aroma of the wine to intensify and reach its potential.
A well-crafted wine glass is also a talking point among guests and fosters communication with staff, who can in turn educate guests about glass selection. “We often hear from our restaurant customers that diners love to engage and talk about how beautiful a glass is or ask why they have changed the glass from one wine to the next,” says Baulderstone. “It opens conversation about why the restaurant made that choice and shows the diner the venue cares about their experience.”
Ultimately, the finer details cannot be overlooked in the current climate. While some consumers are cutting back, spending remains strong at restaurants, which are a medium for guests to be transported and enjoy all that comes with a high-quality hospitality experience.
