Meet the Team: Hilton Brighton Metropole

By Sussex Life on February 3rd 2012

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What is the secret of great service?

B: It is about delivering sincere, warm, passionate service to the guest, so that they leave having had a memorable experience

A: A waiter or waitress who takes obvious pleasure in his or her job, who is excited to share a story about the food and who offers flexible customer service.

How do you ensure that the front of house and the kitchen work closely together?

A: With constant communication. Each day Brendan or the head waiter will come to the kitchen to discuss the forthcoming bookings and discuss any special requirements.  Then before service the kitchen will prepare some of the evening’s dishes for the front of house team to experience.

The chef gives us information about the dishes, ie where the food comes from, which cut is used and how the tastes marry up and complement each other. During service the head waiter and chef are always in contact, making sure that service runs smoothly.

B: We ensure as a team that we review the previous day’s feedback as well as a weekly kitchen and front of house team meeting. On a monthly basis we have our development workshop that includes all levels of the team to review our menus, customer feedback, and discuss ideas to ensure we are committed to change and bring them to fruition. Anthony and his brigade will also do tasting sessions for the team to learn about the dishes in depth; this helps the guest experience by being able to answer our guests’ requests or questions.

How do you know when things are going well?

A: You know things are going well when the team and guests are smiling. We enjoy serving great food to our guests and when the guest has a great experience we wear our smiles with pride.

B: When our guests return and come back with their friends and families to celebrate special occasions or even to try something new.  Many of our guests who dine in the Windsor Restaurant then come and have afternoon tea whilst taking in the magnificent sea views in the Metropole Lounge and Bar.

My team are totally engaged in talking to our guests, welcome feedback and action if necessary to ensure it really does come down to good sincere warm hospitality, something I know we have got right across our food and beverage operation.

A great meal is a balance between the food, the ambience and the service. How do you maintain this?

A: We maintain the perfect balance with excellent food, courteous service in luxurious surroundings, value for money, and a beautiful relaxed ambience

B: We are simply blessed having the original 1890 architecture in the Windsor Restaurant and Metropole Bar and Lounge; it is always a genuine pleasure to see our guests arrive and be totally distracted by the original cameos, wall mouldings and chandeliers, the rooms are breathtaking. 

What are your future plans?

B: We are delighted to announce our plans for the current Metropole Bar and Lounge to be refurbished which will create an exciting new concept named the Waterhouse Bar and Terraces. This will re-open in April 2012. The hotel restaurant will also be re launched as The Waterhouse Restaurant. The hotel was designed by Alfred Waterhouse in 1890 and this is a great way of incorporating the history of the hotel into our new ventures.

It will become a wonderful place to enjoy cocktails, indulge in afternoon tea, enjoy luxurious surroundings, take in the wonderful views, a great feeling of hospitality and a sense of belonging at its very best.

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