x Banquet Ballyhoo at the Brunswick The annual members meeting and banquet at the Brunswick Club was only three days away, and dining room manager Alex King was a little worried. He had just hired five new servers, but he wasnt completely convinced they could handle the job. The selection process had been dismal: the applicants with experience didnt want to work for the hourly wage the club was offering, and the five applicants who would accept $7 an hour had less-than-stellar work histories. But he had been forced to hire all five of these latter applicants, despite his misgivings. One had been fired from a previous job, one had only quick-service restaurant experience and another seemed to move from job to job. Still, warm bodies were better than no bodies at all, he figured. Alex was swamped with the final preparations for the banquet and was counting on his experienced servers to give the new staff members enough of an orientation to get them through this first big affair. Then he could take the time to train them thoroughly. For now, he planned to quickly review the employee manual with the new servers, go over some basic club procedures, and have them shadow the veteran servers during the lunch and dinner shifts between now and the banquet. It was only days. Alex crossed his fingers and hoped for the best. On Saturday evening, the dining room gleamed with crystal and candlelight. Alex strode through the room, straightening a centerpiece here, pushing in a chair there. At the back of the dining room he found the clubs senior servers-Charlotte, Margie, and Alfred- giving the five new servers some final instructions. Wait, there were only four new servers. Wheres Tammy? asked Alex. He turned as the young woman rushed in hair billowing around her shoulders. As she brushed her hair out of her face, her bright red fingernails caught Alexs eye. When he explained that her hair would need to be pulled back and that bold nail polish was not part of the servers uniform, she said sullenly, No one told me. Well, youve been told now, he replied. Alex hoped this incident wouldnt set the tone for the evening. For a while, things seemed to progress without a hitch. Then Alex spotted Miranda, another new server, pop a canap into her mouth as she mingled among the club members with her tray. I hope nobody else saw that, he thought, scanning the faces of nearby members. Then he saw Phil, the bartender, apologizing as he handed over a drink to Mr. Finley, who was obviously perturbed. Alex hurried over to see if he could help. Phil explained that Mr. Finley was the fourth member who had complained about a botched drink order. Didnt anyone tell these new kids how to place drink orders? he asked. Mr. Finley only drinks Dewars scotch, but I didnt know it was his order and made the drink with our house scotch. If Id known we had so many new servers, I wouldve given them a crash course in member service and bar procedures. They sure need it. Kevin, another of the.

1. x
Banquet Ballyhoo at the Brunswick
The annual members meeting and banquet at the Brunswick Club was only three days away, and
dining room manager Alex King was a little worried. He had just hired five new servers, but he
wasnt completely convinced they could handle the job. The selection process had been dismal:
the applicants with experience didnt want to work for the hourly wage the club was offering, and
the five applicants who would accept $7 an hour had less-than-stellar work histories. But he had
been forced to hire all five of these latter applicants, despite his misgivings. One had been fired
from a previous job, one had only quick-service restaurant experience and another seemed to
move from job to job. Still, warm bodies were better than no bodies at all, he figured.
Alex was swamped with the final preparations for the banquet and was counting on his
experienced servers to give the new staff members enough of an orientation to get them through
this first big affair. Then he could take the time to train them thoroughly. For now, he planned to
quickly review the employee manual with the new servers, go over some basic club procedures,
and have them shadow the veteran servers during the lunch and dinner shifts between now and
the banquet. It was only days. Alex crossed his fingers and hoped for the best.
On Saturday evening, the dining room gleamed with crystal and candlelight. Alex strode through
the room, straightening a centerpiece here, pushing in a chair there. At the back of the dining room
he found the clubs senior servers-Charlotte, Margie, and Alfred- giving the five new servers some
final instructions. Wait, there were only four new servers.
Wheres Tammy? asked Alex. He turned as the young woman rushed in hair billowing around her
shoulders. As she brushed her hair out of her face, her bright red fingernails caught Alexs eye.
When he explained that her hair would need to be pulled back and that bold nail polish was not
part of the servers uniform, she said sullenly, No one told me. Well, youve been told now, he
replied. Alex hoped this incident wouldnt set the tone for the evening.
For a while, things seemed to progress without a hitch. Then Alex spotted Miranda, another new
server, pop a canap into her mouth as she mingled among the club members with her tray. I hope
nobody else saw that, he thought, scanning the faces of nearby members. Then he saw Phil, the
bartender, apologizing as he handed over a drink to Mr. Finley, who was obviously perturbed. Alex
hurried over to see if he could help.
Phil explained that Mr. Finley was the fourth member who had complained about a botched drink
order. Didnt anyone tell these new kids how to place drink orders? he asked. Mr. Finley only drinks
Dewars scotch, but I didnt know it was his order and made the drink with our house scotch. If Id
known we had so many new servers, I wouldve given them a crash course in member service and
bar procedures. They sure need it.
Kevin, another of the new servers, approach the bar. Phil pointed him out as the server who had
messed up the drink orders. When Alex asked Kevin why he didnt specify the brand of liquor the
member had requested, Kevin looked amazed. Scotch is scotch, right? he shrugged. Phil groaned
and rolled his eyes.
Alex turned from the bar just in time to see a disaster- Tammy and Miranda colliding with full trays
of salad. After a stunned silence, the young women began giggling as they grabbed for the
scattered plates. Two busboys came over to help them get the mess cleaned up. Charlotte and

2. Margie had witnessed the disaster and, veterans that they were, had hurried back to the kitchen to
get more salads so that the club members seated at Tammy and Mirandas tables wouldnt go
hungry.
The beleaguered dining room manager continued to put of fires throughout the evening. He
brought the board president and his wife a new bottle of merlot when they pointed out to him that
their server, Kelsey, had brought their first bottle in an ice bucket. When we asked about the wine,
she told us there was a red and white- and she called me sweetie, the president harrumphed. At
the muffled sounds of arguing from the kitchen, Alex excused himself from the presidents table
and entered the kitchen, where he found the chef shouting at Alfred.
Whats the problem here? asked Alex, surprised that two veteran staff members would be arguing
where members might hear them.
The chef was upset because entrees hadnt been picked up and delivered to tables. Alfred was
upset because he was working as fast as he could- serving his tables and Kevins tables.
Wheres Kevin? asked Alex. His questions was answered by a furious Charlotte, who explained
that she was scrambling to cover for two other new servers-Kelsey and Dakota. Theyre all outside
having a cigarette break! she fumed. Its not fair-were having to do all the work. Dont they know
what kind of service we give at the Brunswick Club?
Well, theyve been shadowing you for the past two days. Didnt you tell them that our members
expect superb service? Alex retorted. Dont they know better than to take a break now?
Thats right blame me! Charlotte exclaimed. Ive tried to teach those kids but I cant make a silk
purse out of a sows ear, not in two days. That Dakota thinks every meal ought to come with fries
and a prize, and the rest of them arent much better. Its not my job to turn burger-flippers into club
servers. Come to think of it, its your job!
Alex knew she was right. As he headed outside to haul in the smoking servers he caught sight of
the general manager headed his way. He knew the look on her face. Looks like Id better make
some time in my schedule for a meeting tomorrow. A long meeting, he though ruefully.
Discussion Questions
What did the new servers do wrong at the members banquet?
What five training topics should Alex have covered with the new servers in the two days before the
banquet?
What should Alex acknowledge as his mistakes when he meets with the general manager?
What steps should Alex take after the meeting?
What are some advantages of holding banquets or special events in a restaurant, hotel, or club?