Letter to Zarela Restaurant Staff- Circa 1989

Maybe this why we lasted so long!

Dear Staff:

I had called this meeting, first to thank you for all the hard work, but also because I am frightened at what is happening in the restaurant business these days.  We are one of the few restaurants that are consistently busy and you have to help me keep that way.

Now more than ever, everyone needs to do whatever possible  to make sure that every customer is happy when he comes in and thrilled when he leaves. If  someone leaves something on the plate, ask him if everything was alright; if there is something wrong at the table, call Claude or Marissa. I want to make sure that every complaint, real or imagined, is addressed.  We try to ask everyone if they enjoyed their meal and thank them as they as they go out but it is important that the upstairs staff, be it your table or not, thank the customers as they leave.  Help them by pulling out the table.  You’ve got to keep their comfort in mind at all times.

It is particularly important that you ask everyone, unless you know that they are regulars,, whether they are first-time customers.  The menu is intimidating and many people do not recognize any of the food.  Encourage these customers to have the chilaquiles and the hash.  These are representative of the cuisine and open the palate nicely.  Tell them the prices of all specials. People hate to be surprised.  Life in New York is tough and people really appreciate any consideration and thoughtfulness.

If a table is finished but wants another drink, check with Marissa or Claude. Many would be just as happy to drink at the bar I we need the table. However, do not take the initiative yourself.

Once the check has been paid, or they have been finished for a while, ask the busboy to clear the table. This is your responsibility.  This is particularly important for the early sittings. Late at night there is no harm done if they linger.

When we do parties, particularly the market place ones, it is your responsibility to put everything back in its proper place.  The boxes and shelves are clearly marked and I want everything folded and put away. Jackie has rearranged the liquor room and I don’t to come and find anything on the floor.  No one can  leave until everything is put away properly.  If you do not want to do it, I can take part of the tip money and pay someone to do it.  We have lost a lot of equipment because of your negligence.

Busboys we are still having problems with ashtrays not being emptied. You need to watch every table and remove empty glasses. Every time a family with children leave a table, clean the chairs and  banquettes, and check the floor.  Check the carpet and make sure that there are no papers or napkins. The restaurant is not pretty so it is important that it always look as neat as possible.

I thank God every day that we are busy and, believe me, I don’t take it for granted.  Neither should you. Food alone cannot carry a restaurant.  Service is just as important. I love it when a customer tells that everyone is so nice.  We need to keep the spirit of gentility and fun. Please help me.  It has been great so far and I appreciate your help, but there is always room for improvement.