EVERY QUALITY RESTAURANT has its own idea of great service. Some believe in the most discreet possible execution, while others see grandeur in fuss and fanfare, and still more imagine abject deference as luxury incarnate. In the case of Alo, now in its 10th year, the idea of ultimate service is more nuanced. As Alo Food Group’s operations manager, Mary Donison, puts it, “The goal is to make guests feel like they’re on vacation. Imagine sitting on a beach with one sip of a Mai Tai left and someone shows up with a fresh one. That’s service.”
So, in place of grand flourishes, Alo strives to get the small details right. “It’s picking up the phone quickly, answering emails promptly, keeping the websites updated — those tiny actions instill trust, even before a guest joins us.”
And once that guest arrives, any opportunity to over-deliver is quickly taken. Regulars may find their favourite dishes from past menus reappear on request. Enjoy a particular canapé of Petrossian caviar–topped otoro too conspicuously and another may appear unbidden before the next course. Occasions are celebrated warmly and discreetly. Guests’ needs are anticipated.
If somebody feels like they’ve been taken care of, they relax — and they trust that servers are making knowledgeable recommendations. Operations manager, Alo Food Group Mary Donison
No detail is too small, even if barely noticeable to the diner — making sure crumbs vanish quickly and takeout bags are gracefully presented on exit.
Further, all servers know the evening’s dishes inside out, from provenance to cooking process. From wine director Christopher Sealy on down, every member of the wine-service team can make a compelling case for and an informative tale out of each vintage they pour for any given course.
Each service ends with the team reflecting on how the night unfolded, identifying any areas that might be improved. Outside of service, the team explores other bars and restaurants, gleaning ideas that might be infused into Alo’s unique culture. But it’s not all serious all the time. “We reflect on what feels fun. What feels cool — is it the wine list? The music? How do we continue to push the bar?” All good questions…and if answered, may see Alo receiving our best restaurant service award next year, too.
—KATE DINGWALL
