Sponsored by Lusso
Creating a personalised dining experience is at the core of the success of Restaurant Associates' front of house team at Roux at Parliament Square in London. The business recognises that the experience of dining is of equal importance to the food, prepared by head chef Steve Groves and his kitchen brigade. To this end, the service is adapted to the individual requirements of each guest, whether that's particular dietary requirements, arranging large-scale bespoke celebrations or even the occasional marriage proposal.
It does not matter whether it's a regular guest or a first-time diner, the team is committed to ensuring that every time someone leaves the restaurant they feel they have had an experience tailored to them that will remain in their memory.
Training is key in achieving such a high standard of personalised service. The past year in particular has shown the tangible difference that can be made by guiding the team towards focusing on detail and a VIP dining experience for every single guest.
All team members take part in monthly training sessions with Silvano Giraldin, a former maitre d' at Michel Roux Jr's two-Michelin-starred Le Gavroche restaurant.
Continuous improvement in product knowledge and detail-focused service has helped increase revenue by nearly 10% over the past year, alongside a rise to ranking number 38 out of the 18,131 restaurants in London that are listed on TripAdvisor.
By anticipating and adapting guests' needs to create truly memorable experiences, the team at Roux at Parliament Square frequently go above and beyond their day-to-day jobs.
This is evidenced by numerous testimonials outlining the team's dedication. Writing on TripAdvisor, one guest recalled the restaurant's immediate and perfectly judged response when she told staff she was pregnant.
"Without even needing to say what I was unable to eat or drink, the waitress was
well aware of all that I had to avoid," she said. "Considering the staff and kitchen were only informed upon our arrival of my requirements, they did an amazing job of being so accommodating, and did so without any kind of delay either."
Another TripAdvisor comment runs: "When booking, I had stated that this meal was to celebrate a wedding anniversary. An envelope on the table contained a card signed by the staff - a nice gesture."
Top-notch service and a dedicated team at Roux at Parliament Square has helped the restaurant achieve three AA rosettes, the OpenTable Diners' Choice Awards and now the FoodService Catey for Front of House Team of the Year - Public Site.
What the Judges said
"In a very competitive market, rising to 38 out of 18,131 restaurants on TripAdvisor says it all."
Bill Toner, CH&Co Group
"The winning team has shown both a stable and consistent approach to what they do. Its accreditation and achievements are exceptional in such a competitive market."
Matthew Thomas, Searcys
Green & Fortune at Kings Place London
Roux at Parliament Square (Restaurant Associates), London
This award was split into two categories in 2016 to reflect the advance of private and public sites
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