Such a thin line between love and hate, poor and great.
This past weekend has to rank amongst the biggest ever for the 9 years our two restaurants have both been open. And maybe Cobblestones biggest in 23 years. (I lose count!)
With double UMASS graduations on Saturday and a monstrous Mother’s Day for both stores, our staff humped nearly non stop, double time–lunch and dinner–two days in a row. For the nearly 3,000 (mostly) extremely happy and celebrating-people we served this weekend–most have little idea what it takes. No idea of how much “prep” and planning goes into such a huge weekend for the entire week in advance. No idea that managers and chefs worked longer, harder hours all week to make it happen–limping and bleary eyed at the end of Sunday. Or, that staff on Saturday–some on doubles who had been there all day, were setting up for Sunday brunch until midnight. Or, that many of those Saturday midnight folks had to be back to work at 8am Sunday–and worked until 8pm. Did I mention “non stop?” It is both sad and comical to see them huddled in the service station corner, wolfing down eggs Benedict or a burger or the remnants of the previous pan of beef stew from the buffet between seatings, because there is little time to stop on these days before the next wave. And, for the record, while eating, joking with each other and smiling, same as on the floor for their guests–lest someone reading this gets their do-good “exploitation” mojo going! It’s what we do. We love it, we hate it, we are great at it. And, though breaks get missed while feet get sore, the guests don’t get to see the camaraderie and love when we all sit down together at the bar at the end of it all and toast each other and feel the incredible buzz from the “cocktail blend” of exhaustion, friendship and alcohol. There are few feelings like it. Team victory.
That’s our business–we bust ass for guests who come in droves for special occasions. And what those guests maybe don’t realize is how much we (generally) love what we do–and for me even after 40 years–although those post-work ass-kicking bar sessions have lately, often become beyond my capacity–without having to sacrifice the whole next day! “What a drag it is…”
We love it but of course, sometimes we hate it too. On Saturday–graduation crowds started showing up a full hour before reservations, before all tables were set, before all staff had arrived. Whoa. To compound the stress of the moment, the early hostess called in sick. (Again). And, a waiter–the weakest one as a small blessing–didn’t show up for his shift. (No call, no show = no job)
And there was no bus person. And neither assistant manager was able to be in early enough to help with the initial graduation. It’s those moments that test your faith and patience and wherewithal. As the lobby fills and the first party of 10 is “now a 12” (surprise!) and, “Can we get a bigger table?” (Not an option folks–all tables are booked but we’ll happily add chairs if you’ll happily enjoy each other’s close company!) And the next party, was a 10, now a 6, doesn’t like their table and, “Can we move to the other room.” It’s times like these…
And so it goes. It’s what we do.
And here’s the thing.
For each lame sick call-in and no-show waiter there are always multiple others on staff who agree to come in early and stay late, who bust their ass and set the standard of teamwork and positivity and embody our long-stated policy of “whatever it takes” to deliver great hospitality, food and beverage to our guests. I love my staff–I love our commitment to you and each other. It’s what we do. I can’t name them all. Only because they are so many–and I would inevitably leave someone off the list and hurt feelings. They ALL went “above and beyond” this weekend, and many have been doing it for us for between 10 and 23 years!
Throughout Mother’s Day–and on only 3 hours of sleep the night before, I helped where I could, to answer phones (It’s amazing how many people try to book holidays last minute, call for directions on the way, or need to change their count!), helped serve the buffet as we were down two staff members, as I visited tables and thanked those guests for coming, or, to apologize to those who had to wait longer for a table with less staff to prepare efficiently at times, (and say thank you for their patience!) or setting up displays or identifying potential problems, or, helping older mothers up the stairs, I found myself repeatedly, so moved by the heart and soul of both guests and my team–the humanity, kindness and commitment to be our collective best on a weekend that tested all of our resolve, the strength of our team, and the strength of our feet! And I mean, THEIR feet! There are no more 16 hour days left in mine…
THANK YOU–to an incredible staff and so many many guests who choose Cobblestones and moonstones to celebrate. I so appreciate you all.
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