Everyone who has ever worked in a restaurant has a horror story to tell. Some of my happiest times and proudest moments have been in a restaurant kitchen, but so has the absolute worst day of my entire life, which in the midst of the season of hearts, flowers, ribbons, and chocolates, I will now share with you.
Flashback to 2003. My restaurant, Liberty Market and Café, was one of the few independently-owned restaurants in Beaumont—we had a reputation for great service, great wine, innovative food and a beautiful atmosphere in a gorgeous historic building in downtown. We were a destination restaurant—a great place for a romantic dinner or a special night out. I also struggled with a “front of the house” manager who was less than ideal. She informed me towards the end of January that she would be going to Seattle to visit a friend to see “The Vagina Monologues” for Valentine’s Day. Not a request, a statement. Fine, I thought—we’ll deal with that later. Right now, I’m too busy crafting a seven course prix fixe Valentine’s menu to worry about it.
One of my biggest weaknesses is the inability to say no (actually the events I am about to relate to you went a long way to curing me of this malady). As the phone calls came pouring in for Valentine’s Day reservations, we reveled in the busy night we were going to have—everyone in a restaurant loves the adrenaline rush of being “slammed.” I had decided on two seatings, and the reservation book quickly filled up for both the early and the late seating. One of the logistical issues is that on Valentine’s Day, all the reservations are for two . . . with the exception of a few large tables of young people or girls’ night out tables of 6 or 8. All our tables were square four-tops that could be pushed together to make larger tables, but there were several huge architectural columns throughout the dining room that made reconfiguring the space very difficult. Fine, I thought—we’ll deal with that later. Right now, I’m too busy crafting a seven course prix fixe Valentine’s menu to worry about it.
Plates and glasses became another issue. Running everything on an extremely tight budget meant that I could only have a limited amount of the beautiful, oversized white bistro plates and bowls that I wanted. A seven course dinner in a packed restaurant meant that I essentially needed seven plates per person or a platoon of dishwashers. Fine, I thought—we’ll deal with that later. Right now, I’m too busy crafting a seven course prix fixe Valentine’s menu to worry about it.
One of the first things I vowed when opening a restaurant was that my children would never be put on the back burner. I must be supermom and a successful business woman. Martha Stewart could do it, so why couldn’t I? Valentine’s Day was on Friday that year, and as soon as the restaurant closed on Wednesday, we started prepping. We cooked until about 3:00 am, I went home, fell into bed and got up again Thursday to get the kids to school and back to the restaurant to open for lunch. In between lunch and dinner shifts on Thursday, I ran to pick up the kids, make rice krispie treats with pink & red m & ms in them and homemade Valentines with glue and glitter. The glue caused the valentines to stick together, so Tess & I laid them out on the driveway to dry, weighted down with small stones. Then, dinner, baths, bed for the children, and back to the restaurant for the dinner shift.
After closing the restaurant on Thursday night, we began hard-core prep. There was no walk-in in our gorgeous historic space, so the cooler quickly piled up. We still had to have what we needed for regular lunch service on Friday, so it was a real trick to open any refrigerator door. As it got later and later, I finally conceded that I would only be going home on Thusday night/Friday morning for a quick shower, feed the children breakfast and take them to school. By the time I rolled in to the driveway around 5:30 in the morning, the valentines we left out to dry had been covered in morning dew, so I ran inside to dry them with the hairdryer while the children ate breakfast. I dressed them both in their cute valentines t-shirts, dropped them at school with party treats and valentines and ran back to open for lunch.
Lunch service was uneventful, but we were not able to set up or take delivery of the extra tables chairs, tablecloths, dishes, wineglasses, and ice we needed to get through the night until after lunch, as there was no place to put anything. As all the deliveries began arriving, I had to turn set-up duties over to the hostess, as I headed into the kitchen to prepare our extremely complicated, fussy, and convoluted mise en place for dinner service. I knew that I still had not created an ordering system for the waitstaff (which included several new people brought in for the special occasion), but thought, ok, it can wait, let me just get ready.
About 30 minutes before the first seating, I came out into the dining room to discover that the large round tables we brought in had been set up blocking the back way into the scullery where dirty dishes were brought directly to the dishwasher. To remedy this, the entire dining room would have to be reconfigured. Oh well, I thought, at least people won’t be tripping over the waitress whose job it was that night to tie ribbon onto the spoon handles of the spoons holding the crème brulee bites (one of the six components of the dessert tasting plate). At this point, I had to slip into “knuckle down and deal with it mode,” as I was operating on three hours of sleep out of about 58 hours and my trouble-shooting skills were dwindling.
The first hordes of people showed up all at once, as they do for a set-time seating. Of course this means that the kitchen receives about 80 orders at once. No problem—we miraculously got that out. And then everything fell completely apart. Half the orders were wrong and came back to the kitchen to be “re-fired.” As dirty dishes came back, they came through the kitchen, as the back way was blocked. So the kitchen was a mess of waiters (who traditionally NEVER, NEVER go beyond the expo window), dishes, returned food and a waitress sitting on the floor tying ribbon onto spoon handles. I must say, in my defense, that I knew all this was my fault and did not raise my voice once throughout this entire ordeal. Probably only because I knew that if I unleashed, it would end with me setting my hair on fire and running through the dining room naked.
Of course the customer response to this was predictable—disgruntled men seeing their romantic hopes for the evening dwindling by the minute. It wasn’t pretty. Somehow we staggered to our feet again in the kitchen and plugged on. Food was coming out, but not fast enough—not nearly fast enough. The second wave of customers came in when the seated ones were on about course three. So, the entire restaurant was filled to about three times its capacity. Everyone was waiting, no one was getting what they wanted. When you are in charge of piloting such a vessel, the temptation to crumple to the floor is immense. The bartender might as well have yelled out, “Iceberg, straight ahead!!!!”
Somehow, we got though it and only had to comp a few tickets. Most everyone got into the spirit and pulled through, but not without a few pointed “$0.00” tips (which I of course covered, as none of this was the waitstaff’s fault), a small kitchen fire, and many broken dishes. At the end of the night, I crawled home and collapsed.
Beaumont is a town where, as a native daughter, everyone wants to tell you the harsh truth because they “care about you.” The worst part of the ordeal was when a “friend” called to tell me, because she “thought I should know,” that so-and so was unhappy with their experience that night. Finally, I broke down and cried so hard I sounded like a dog barking. And I am not a cryer. As wounded as I was, it was a fantastic experience—it truly changed me. I have no problem saying no when I know the consequences will affect others, and I would never again have an employee who would take advantage of me. I am a planner now, not just a dreamer—and we lived to have many more wonderful, romantic, gourmet Valentine’s dinners. Even the most well-run restaurants can get over-stressed on those nights and days where EVERYONE eats out. Expect to wait and remember to tip your server even if things don’t go well–it’s probably not their fault! I can tell you where I won’t be this coming Thursday. I’ll be snug at home with a great glass of wine and a romantic dinner for two!