The Genuine Moments That Happen Behind the Scenes

This past weekend, I was given an opportunity to put my operator hat back onand help run Front of House for a 130-person sit-down dinner at one of ourHigher Ed accounts. This was a new account, and it would be our first largeevent since we took over (and their biggest of the year). The night startedwith a social hour featuring passed bacon-wrapped scallops, mini beefwellingtons, and arancini, followed by a plated three-course meal: butternutsquash and bibb lettuce salad, a filet and salmon duo, and a deconstructed candiedapple cheesecake cup.

This past weekend, I had the opportunity to put my operator hat back on and help run Front of House for a 130-person sit-down dinner at one of our Higher Ed accounts.

This was a new account for Genuine Foods, and it would be our first large event since taking over, as well as the account's biggest event of the year.

The evening began with a social hour featuring passed bacon-wrapped scallops, mini beef Wellingtons, and arancini, followed by a plated three-course dinner: butternut squash and Bibb lettuce salad, a filet and salmon duo, and a deconstructed candied apple cheesecake cup.

It was an ambitious event. And for many of the people serving it, an entirely new experience.

Setting the Stage for Great Hospitality

Early in my career, I spent five years working in high-end Boston restaurants, where food and service knowledge were held to an incredibly high standard.

I was a training server and later a service training manager, and that experience shaped the way I've approached hospitality ever since.

Even now, when I eat out, I notice everything: whether the tables are set correctly, whether the silverware is polished, whether the hostess has been trained, and whether the servers are on task.

So I knew exactly what we were asking of this team.

The challenge? These weren't experienced catering servers.

They were grill cooks, cashiers, and serving line staff. Skilled in their own right, but not necessarily in what we were asking them to do that evening.

Building Confidence Before the First Guest Arrived

When I arrived, I spent about an hour walking through service with the team.

We talked about what it means to own your tables and carry yourself with quiet professionalism: warm and smiling, but focused on the guest's experience rather than conversation.

We walked the room together, discussed the VIP tables, established the rhythm for each course, and made sure everyone knew where to turn with questions.

When I asked how everyone was feeling, most admitted they were nervous.

Some worried about talking to guests. Others were concerned about remembering allergens.

I reminded them that if they didn't know an answer, "Let me double-check that with the chef" is always a professional response.

I could see the stress start to melt away.

One team member said, "Oh, thank goodness. That makes it so much easier."

My mantra that night was simple:

"We are going to live in our reality."

This was their first time executing service at this level. Mistakes were going to happen, and we'd figure them out together.

From Nervous Beginnings to Taking Ownership

Soon, the room began to fill.

Four brave employees volunteered to start us off with the passed appetizers. Off they went.

As they returned, I called for more hands to take out new trays. This time, rather than convincing people to go, I had volunteers.

One woman who had started the night particularly nervous came over and said:

"No, I'm ready. I want to try!"

And off she went.

That kept happening throughout the evening.

When it was time for dinner service, each person took ownership of their tables, just as we'd discussed.

They knew who needed what, who had an issue, and who to go to when something needed to be fixed quickly.

Halfway through service, one employee approached me with an idea.

She had been watching the flow of the room and asked if she could start directing her teammates to get the remaining dinners out.

I let her run with it.

And it worked perfectly.

She had never done anything like this before, and there she was, running the floor.

The Moments That Matter Most

By 10 p.m., our dish room was absolutely swamped.

I stepped away to find our Food Service Director so we could put a plan together.

When I came back, five or six employees had already rolled up their sleeves and jumped in.

Those who weren't washing dishes were putting things away or directing others toward where help was needed.

No one asked them to do this.

They saw a teammate who needed help and stepped in.

That moment stayed with me.

At Genuine Foods, we talk a lot about creating [Genuine Moments] for our guests. But this night reminded me that some of the most meaningful moments happen within our own teams.

We asked this group to step into something they had never done before, and they responded with openness, trust, and a willingness to keep trying.

They weren't perfect, and they didn't need to be.

They learned, adjusted, helped one another, and kept moving forward.

A Genuine Moment I'll Remember

When I told the team we were going to live in our reality, I meant that we'd accept our limits and work around them.

What I didn't expect was how quickly that reality would change.

At the end of the night, one of the servers came over, gave me a hug, and thanked me for teaching her something new.

That hug was one of my Genuine Moments.