Dan Clayton. Dan Clayton.

But has the advance of technology in the hospitality industry brought any negative changes? Has the workforce been dumbed down, or have we got smarter and better at what we do?
For me, if I’m honest, I think it’s a little of both. What is sad is that the true skills of a restaurateur have been somewhat diluted.

I think back to the days of my apprenticeships, when I was lucky enough to work with some real old-school hoteliers and restaurateurs before the new breed moved in. Put in front of a computer, these old guards of the dining room would have been as confused as if the good ship Enterprise had landed on their desk.

But every time they worked the dining room floor, it reminded me of why I joined this industry in the first place. For these were traditional restaurateurs — supremely gracious hosts who went about their work with serene precision, with no detail unchecked and no guest unattended, making excellence look effortless.

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When they welcomed their guests they exuded the charm and warmth of a politician running for presidency. They glided between the tables with a grace worthy of royalty — and indeed royalty they were, for they were the kings of their restaurants.

And all this they accomplished sans technology. They could recall guest names without a reservation system prompting them; they could receive an order on an old-fashioned pad and communicate it to the kitchen without the need of an electronic mediator; and they always managed to find that last-minute table for the preferred guests without a fancy table-yield system.

Sure, managers today can tell you what table yields the most profit and the labour productivity ratio to guests.

Similarly they can wax lyrical about margins and drop-through and average checks. But I hope that, despite all our technological advantages, managers will remember the wonderfully genuine hospitality demonstrated by the greats — and not allow technology to strip our industry of their legacy.

Who is Dan Clayton
Dan Clayton is general manager of Stars ‘n’ Bars restaurant and lounge, opening soon at Abu Dhabi’s Yas Island. For more information, visit: www.starsnbars.com