Setting the Table by Danny Meyer

I had had this book recommended to me in a couple of different ways and had one copy which I gave away and then another that sat on my TBR for a few years. Finally, I picked it up and realized why people were recommending this book. It did take awhile because this book was more memoir than I realized and I thought it was more about business. It does get there but it is woven in. What finally hooked me was a quote on page 65, "Service is a monologue... Hospitality is a dialogue." 

Meyer gives some other great ideas like looking for an employee that is a 51 percenter - someone whose skills re 51% emotional hospitality and 49% technical excellence. These people have five core skills that he divides out as optimistic warmth, a thirst for learning, a natural tendency to work as well as it can be done, a connection to how other people feel, and an understanding of what makes people tick. On that last one he also tacks on a natural inclination to do the right thing. 

Meyer talks about the the many people who have helped him develop his restaurants as well as his philosophy. One bit that he took from a mentor, Erika Andersen, is that people would far rather be heard than agreed with.

There is a lovely section on traits that his team looked for when hiring managers. There are nine in total and I think I'm going to be trying to hit at least one of these every week until the rest of the year:  infectious attitude, self-awareness, charitable assumption (assume the best), long-term view of success, sense of abundance, trust, approving patience and tough love, not feeling threatened by others, and character. 

The last thing that really resonated with me were the five As for effectively addressing mistakes. I've seen them in various aspects but not necessarily all in one place. He talks about awareness (knowing that the mistake happened), acknowledgement (letting people know that you have had mistakes), apology (in the AHLEI GSG, this is 'Recovery'), action (fixing it if possible; letting people know what you are doing), and additional generosity (extra action if people have been good sports).

Four stars

This book came out October 1, 2006

Hard copy of mine

Opinions are my own