If I asked you to describe your most cherished dining memory, what would it be? Really think about what made it special. If I posed this question to a hundred people, I would certainly receive a hundred different responses. The one constant? Most answers seldom begin with the meal itself. They often start with the company, the emotions evoked by the meal, the location, and sometimes, the food itself.
This reflection prompted me to consider my own memories of dining in restaurants. As I attempt to identify what constitutes a memorable experience, every line of inquiry inevitably leads back to the undeniable power of genuine hospitality. It would seem that the 'dining experience' extends beyond what is simply presented on the plate; here, the menu merely serves as a component of the entire process. Restaurateur Will Guidara delves into this concept in his book "Unreasonable Hospitality," illustrating the lengths that some go to create an unforgettable encounter. Guidara recounts a pivotal moment while walking through the dining room at Eleven Madison Park. He overhears a group expressing their disappointment at the prospect of departing the city without partaking in a quintessential New York culinary experience: the street stand hotdog. This revelation spurred Guidara into action. Dashing into the street, he sought out a vendor to secure this surprise menu item. The hotdogs were discreetly brought into the kitchen and plated with the precision you would expect from a restaurant of three Michelin-star caliber, complete with a quenelle of sauerkraut and all the accompanying garnishes (surely, the first and likely last time mystery meat graced the pass at E.M.P). To the diners' astonishment and sheer delight, their final savoury course was none other than the classic New York hotdog, an experience they're unlikely to forget long after their meal's conclusion. To clarify, I'm not insinuating that restaurants ought to eavesdrop on their patrons or that they should hire 'dreamweavers' to curate these moments. It's often the most unassuming gestures that leave a lasting impression.
When contemplating such gestures, I realised that acts of hospitality often commence well before one even takes a seat at the dining table. Consider, for instance, a meticulously crafted invitation from a friend or a thoughtfully selected bottle of wine. However, when the setting is a restaurant, delivering that initial "wow" factor prior to the main event demands an extra dose of creativity and effort.
Take, for example, Restaurant Den in Tokyo. Esteemed Japanese dining establishments are renowned for their unwavering commitment to tradition. Online reservations? Think again. Prepare to phone repeatedly from the very moment that reservations become available, two months ahead of your planned visit. Transitioning to an online system might appear logical, but such a move would omit an essential element of the experience. That inaugural phone call signifies the beginning of your relationship and is the first step in your experience. In this brief conversation, the restaurant staff initiate preparations for a meal tailored just for you. I vividly recall a presentation at a World's 50 Best event where Chef Joyeta Ng and her team reenacted a phone call involving a couple from London hoping to secure a reservation. The duo dreamt of celebrating their honeymoon in Japan during the enchanting cherry blossom season. Fast forward two months, and upon their entrance to the restaurant, the honeymooners were welcomed to a table decorated with a sakura branch, and their main course featured the seasonal Sakura Ebi—an inspiring level of detail I can fortunately vouch for.
For me, it is the often over-looked moments that will have the biggest impact. Be it your local sommelier recalling your favourite wine, a waiter remembering your preference for still or sparkling, or receiving a hand-written menu -- simple acts that often last well after the very last bite. These are the restaurants that I will continue to visit at every opportunity. So, the next time you are dining, I urge you to pay attention to the details. Be conscious of the gestures, the unspoken acts of generosity and care that go into making your experience unique, because every now and then, you will step into a place where the hospitality matches the quality of the food. After all, aren't we all looking for experiences in life that are something special?
