Tony’s was recently named among OpenTable.com’s 2011 winners in the Best Service category. The fine dining restaurant, located downtown on Market St., is the only winner in Missouri and one of just 50 establishments throughout the country to receive the award, which is based on a vote by OpenTable diners.
So we thought it was about time that we asked the restaurant’s longtime owner Vincent J. Bommarito about the key service rules that have earned the local landmark accolades since first opening its doors more than 60 years ago. Now, five tips for top-of-the-line service straight from Bommarito.
1. Know the pulse of the party. Is it a business meeting? “Seat them where they can talk their business.” Date night? “Give them some walls; don’t put them in the center of the room on a date.” This also means paying attention to details, such as not offering a cocktail to guests who have already requested the wine list.
2. Keep notes. The staff at Tony’s keeps track of guests, preferred tables, favorite dishes, even birthdays and anniversaries of their regular customers.
3. Call guests by name. The staff at Tony’s is trained to speak to the guest by name at least four times during the course of a visit. And, added Bommarito, “When we ask if everything is to [the customer’s] liking, you have to look them in the eye.”
4. Have a long-term, devoted staff. Some employees have been at Tony’s for more than 20 years. A maitre d’, for instance, worked there for 32 years before recently retiring. One reason why employees stick around so long? Opportunity. “We try to bring them up through the ranks.” Another – dedication. “I never had a day in my life that I didn’t want to go to work,” Bommarito noted. “I expect my employees to be as devoted as I am to the restaurant.”
5. Always look for ways to improve. Bommarito and his crew find one thing to improve every month at the restaurant and strive for betterment on a daily basis. “We earn our reputation anew every night with every guest.”
This article appears in April 2011.