Canoe Service

Summary

The video showcases the journey of Laura Collier, a trainee at Canoe, one of Toronto's top restaurants, as she learns the ropes of exceptional service. Under the mentorship of Kevin Detto, Laura navigates the fast-paced world of fine dining, mastering the art of personalized service, communication, and attention to detail. The video highlights the intense training process, the seamless collaboration between kitchen and service staff, and the importance of creating unforgettable dining experiences. It emphasizes the challenges and dedication required to excel in the high standards of the restaurant industry.

Takeaways

• 😀 Attention to detail is paramount in delivering exceptional service at Canoe, from setting tables to pouring wine.
• 😀 The Canoe team is trained to anticipate guest needs before they ask, ensuring seamless service that exceeds expectations.
• 😀 Service is described as both an art and a craft, combining personality, connection with guests, and technical precision.
• 😀 Moments of truth, such as special requests or unexpected gestures, can elevate the guest experience to an unforgettable level.
• 😀 Canoe’s service excellence involves a deep understanding of the food and the ability to communicate effectively with the kitchen.
• 😀 A great dining experience is a combination of high-quality food and outstanding service, with both elements working in harmony.
• 😀 Service training is rigorous and thorough, with a focus on learning the fine details of hospitality and anticipating the needs of guests.
• 😀 The restaurant’s culture promotes a sense of pride and care for the guest experience, ensuring that no detail is overlooked.
• 😀 Providing a memorable guest experience often involves going the extra mile, such as retrieving a specific dessert from another location.
• 😀 Great service is not just about what is done, but how it is done—attitude, warmth, and personal touch play a major role in guest satisfaction.

Q & A

What is the central focus of the training at Canoe restaurant?

The central focus of the training at Canoe restaurant is to deliver exceptional service through attention to detail and understanding both the craft and the art of service. Trainees like Laura are trained to master small yet critical elements, such as table setting, communication with guests, and the restaurant’s specific service standards.

How does Canoe's approach to service differ from other restaurants?

Canoe's approach to service is highly detail-oriented, emphasizing both the craft of service (like proper table settings and cutlery management) and the art of service (such as personalized guest interactions and anticipating needs). The restaurant goes above and beyond by providing a training manual with 100 points of service and also preparing staff for unpredictable situations with a focus on human connection.

What role does the 'moment of truth' play in Canoe's service philosophy?

The 'moment of truth' at Canoe refers to the moments when a staff member enhances a guest’s experience, often going above and beyond expectations. These moments can involve anticipating a guest's needs before they ask or resolving an issue that elevates the guest's experience, such as fixing a broken shoe or accommodating special requests.

What is the significance of the relationship between the kitchen and the front-of-house team?

The relationship between the kitchen and the front-of-house team is crucial at Canoe, as they must communicate seamlessly to ensure a smooth dining experience. The kitchen prepares dishes, while the front-of-house team ensures timely delivery, and the expediter acts as the buffer, ensuring that the communication between the two is clear and that any service issues are promptly addressed.

What is the role of the 'expeditor' in the restaurant?

The expeditor at Canoe plays a key role in ensuring smooth communication between the kitchen and the dining room. They are responsible for overseeing the preparation of dishes, making sure each plate is correctly plated and served at the right time, and checking that the overall service is efficient and organized, especially during busy periods.

What does Canoe’s secret service manual entail?

Canoe’s secret service manual contains 100 points of service that cover all aspects of the dining experience, from setting up tables to the precise way to interact with guests. It’s a detailed guide designed to ensure that every staff member delivers the highest standard of service, though it’s understood that the real impact comes from the actions taken in the dining room.

Why is the training manual considered a 'top secret' at Canoe?

The training manual at Canoe is considered 'top secret' because it contains proprietary service techniques and trade secrets that the restaurant has perfected over time. Sharing these secrets with competitors could potentially give them an edge, so the manual is kept under wraps to maintain Canoe's competitive advantage.

What impact does great service have on the overall dining experience at Canoe?

Great service at Canoe elevates the entire dining experience, ensuring that guests feel valued, understood, and cared for. Exceptional service can make the difference between an average meal and a memorable one. Even if the food is fantastic, poor service can diminish the experience, but great service can enhance the dining atmosphere, making it unforgettable.

How does Canoe’s training prepare servers for the challenges of working in a busy restaurant?

Canoe’s training prepares servers by exposing them to high-pressure scenarios, ensuring they can manage multiple tables, respond quickly to guest requests, and maintain a calm, professional demeanor. The training emphasizes both the craft (e.g., table settings, food knowledge) and the art (e.g., guest interaction, reading emotional cues), equipping servers to handle the demands of a busy restaurant environment.

How does Canoe go above and beyond in meeting special guest requests?

Canoe goes above and beyond by anticipating and fulfilling special guest requests, even when they fall outside the normal offerings. For example, when a guest asked for a dish that was no longer on the menu, Laura was able to ask the chef to prepare it for them. Additionally, when a guest wanted a dessert not available at the restaurant, Canoe dispatched a food runner to a sister restaurant to fetch it, ensuring the guest’s satisfaction.