I call this the ‘antenna’ – is it long enough where all unspoken and unexpressed needs of the diners are fully anticipated for? Is the employee attentive enough, demonstrates quick thinking and empathy (i.e. putting oneself in others' shoes)?
In short, who is faster – the service person or the guest?
Here are some examples of "short antenna" service:
Clearing the sushi plate but not removing the soya sauce dish when the course is completed.
Removing the waffle plate without taking away the maple syrup. Or the bread basket and leaving the butter behind. The list goes on….
Informing the waiter that the tissue box only had one sheet left. He returned moments with another box…..which had two sheets left.
Staff approached the table to top up the water glasses, but did not clear the empty juice glasses and empty coffee cups (nor was refill offered).
Placing the salt and pepper way out of reach at the far end of the table out of reach from the single diner
Straw was not offered for the tall, slim glass of orange juice (making it near impossible to drink directly from the glass without getting your nose wet!)
Offering the single diner magazines when he was speaking on the phone
Guest informed the hotel restaurant that he could not locate the key card and could not recall the room number (since he had just checked in), and the waiter asked him to take his time to find it.
On another hand, here are a few positive examples of long-antenna service of hotel dining:
The waiter at Okura Prestige Bangkok saw that I had placed my vitamin tablet into the tall water glass and he promptly came over to offer a long stirrer, long spoon and a straw – all neatly placed on a lined tray.
At Legian Bali, the employee learned that I was headed for a meeting after breakfast. When I asked to sign the bill, he asked if I would like to have a take away coffee for my meeting.
At Park Hyatt Saigon, the lounge employee offered me a table nearer to the pianist as I had shown interest in the performance and had asked about the timing of the live performance
At Siam Kempinski Bangkok, the team member immediately brought over a standing fan when the guest came to sit at the outdoor area near the pool.
Reflective thoughts: Beyond the usual functional standards that one delivers in the respective roles, constantly question oneself, “How else can I help?”