Be An Agent Rather Than a Gatekeeper

Setting the Table addresses an issue that is highly common in the hospitality industry, which is employees that act as gatekeepers.  A gatekeeper will take a request from a guest and limit their options and build barriers of what they may or may not do as a guest at their establishment. Rather than going the route most taken, Meyer invites us to be agents of hospitality, making things happen for guests and creating an experience based off of their needs. In some cases, there may be nothing you can do to accomodate precisely what the guest is communicating to you, but an agent must make it known that they tried as best as they could, presenting an alternative option available to the guest. 

At Storyville, it is not uncommon for a guest to come into our shop and request either a single or triple shot of espresso in their beverage. We have bottomless portafilters for two shots of espresso, so there's no possible way for us to dose out one shot of espresso. When faced with this roadblock, rather than being a gatekeeper, I always explain that we don’t have shot splitters on our portafilters and offer either two shots or three. Most guests are understanding and dont feel short handed in the slightest, but if you are met with resistance, I have found that offering to give them the extra two shots in their beverage at no additional cost to them has always generated positive results. 

As a new barista myself, I know how frustrating it can become to live in the in-between of having no skills to being fully competent and even excelling in your work. I am confident that if you are hospitality driven and focus your attention to honing your craft while also being on the guests side, handling your mistakes effectively, and create opportunities rather than barriers for guests, you will feel the tension and frustration fade. In turn, you will progress more efficiently and create genuine connections with your guests, adding to your happiness and satisfaction in your career.

Be An Agent Rather Than a Gatekeeper

Setting the Table addresses an issue that is highly common in the hospitality industry, which is employees that act as gatekeepers.  A gatekeeper will take a request from a guest and limit their options and build barriers of what they may or may not do as a guest at their establishment. Rather than going the route most taken, Meyer invites us to be agents of hospitality, making things happen for guests and creating an experience based off of their needs. In some cases, there may be nothing you can do to accomodate precisely what the guest is communicating to you, but an agent must make it known that they tried as best as they could, presenting an alternative option available to the guest. 

At Storyville, it is not uncommon for a guest to come into our shop and request either a single or triple shot of espresso in their beverage. We have bottomless portafilters for two shots of espresso, so there's no possible way for us to dose out one shot of espresso. When faced with this roadblock, rather than being a gatekeeper, I always explain that we don’t have shot splitters on our portafilters and offer either two shots or three. Most guests are understanding and dont feel short handed in the slightest, but if you are met with resistance, I have found that offering to give them the extra two shots in their beverage at no additional cost to them has always generated positive results. 

As a new barista myself, I know how frustrating it can become to live in the in-between of having no skills to being fully competent and even excelling in your work. I am confident that if you are hospitality driven and focus your attention to honing your craft while also being on the guests side, handling your mistakes effectively, and create opportunities rather than barriers for guests, you will feel the tension and frustration fade. In turn, you will progress more efficiently and create genuine connections with your guests, adding to your happiness and satisfaction in your career.