Bob Brown

Not a day goes by when I don’t think of Michael O’Grady. I can’t forget the creative ways he coached and mentored so many to new heights. In this series,“Lessons Learned from the agnificent Manager,” I’ll share my insights, breakthroughs, tools, and techniques, which honor Michael’s legacy of helping others grow and succeed

t Azul’s at the JW Marriott Ihilani Resort and Spa in Honolulu, I luxuriate in the first bite of a brilliant red Maui heirloom tomato. It takes me back to my boyhood summers in Grandma Celeste’s garden in Clinton, Maryland, where I ate sweet, juicy gems straight off the vine. At the end of a 10-day consulting and training stint, I reflect on the creativity and teamwork it took to create the new Azul.

For five days straight, GM Steve Glen; managers AJ, Greg, and Shawn; Chefs Blaine, Kevin, and Randall and I huddled around a conference table to build the tools, training, and systems to set a new course.

1 CREATE THE VISION
The guiding principle would be that every bite of everything would be exquisite. Dishes would be crafted from organic fruits and veggies sourced from Oahu, Maui, and Kauai; day boat fish landed in Honolulu and on the Big Island; and natural meats selected from the mainland, free of hormones, steroids, and antibiotics. Desserts and breads would be made from scratch, and the wine list would be California boutique. Under the sensuous South Pacific backdrop, guests would not only be pampered with unique chef’s gifts and educated service, but, most importantly, a spirit of welcome, warmth, and compassion.

2 WRITE THE STORYLINE: MAP THE GUEST EXPERIENCE

START STRONG. Pat, the concierge, does a bang up job of selling you on Azul. You notice she omits the expression “fine dining restaurant,” which in many hotels is code for bland, boring, overpriced, and suited only for special occasions. Straight off the elevator, Tommy, the bellman, greets and escorts you down the grand marble staircase. When you reach the bottom step, you are taken aback by circling hammerheads
and tiger sharks in a pool to your left and the lapping sounds of broad-winged stingrays in the pool to your right. You take in the starlit Pacific sky and the perfume of hibiscus.

MAKE THE GREETING SPECIAL. You continue through the black iron-gated entrance to a marbletiled hallway. Moving from behind the host stand, Candy smiles and says, “Aloha. E komo mai,” which means, “hello and come sit.” She escorts you to the bar and lounge adorned with tropical tiger lilies and stargazers. Indonesian mahogany chairs and couches provide your first comfort stop, where you enjoy warm flatbread and a pomegranate martini.

Once your table is ready, Candy escorts you to the next room where Four Seasons-trained pastry chef Slavic prepares flatbread in the wood burning oven while showing off his Hawaiian pineapple tart.

Next, Candy seats you in the dining room next to open patio doors overlooking a tiki-lit pool surrounded by a manicured garden of baby roses, native ferns, and birds of paradise.

GRACIOUSLY OFFER BEVERAGES. Within seconds, Shane, the busser, pours complementary chilled local MaHaLo water. Chary, Azul’s ace server, begins, “‘Welcome to Azul!’ Thanks for joining us. I understand this is your first visit.” Her eye contact and warm smile tell you she’s not just going through the motions. She graciously opens the wine list and points out the Turnbull Sauvignon Blanc and Whitehall Cabernet with a few well-chosen words.

MAKE THE MENU COME TO LIFE. “On the left side of the menu, you’ll find three standouts: the Kona Lobster Ceviche marinated in lime juice, mango, and Maui onion; the Lobster Bisque, a five-hour labor of love, creamy and beyond delicious; and finally, our tops on the taste meter, Heirloom Tomato Salad
served with Molokai basil and sprinkled with Hawaiian sea salt. On the right side I’d like to point out our Aged Natural Rib Eye marinated in fresh rosemary, sage, and thyme. Further down, don’t miss our prize catch Onaga, a filet of ruby red snapper served with a Meyer lemon butter sauce.” You’re impressed with the ease of Chary’s presentation. She tunes into you as she speaks. You appreciate her insights since you might have ordered safe and missed out on insightful suggestions.

MAKE THE HUMAN CONNECTION. You go straight for the Lobster Bisque, the Heirloom Tomato Salad, and the Onaga Snapper. Moments later, Chary returns with a chef’s gift of eggplant caviar on a ciabatta crostini. After the amazing Heirloom Tomato Salad, she serves an intermezzo of lychee and basil sorbet. Next up is the fresh Onaga with a glass of Sauvignon
Blanc. Throughout, Chary subtly works with fellow staff to orchestrate your experience with impeccable timing and accuracy. Yet, it’s her warmth that impresses. She asks where you’re from. She remarks on the purpose of your visit. She’s moved by photos of your three children. You feel connected.

MAKE GOODBYE SPECIAL. “And now for the grand finale, please note our delicious desserts on the right side of the menu. To the left you’ll find dessert wines, cognacs, and Hawaiian estategrown coffees French-pressed tableside,” Chary entices. You pick the Hawaiian Pineapple Tart along with Greenwell Farms Kona coffee. After you’ve paid the check, she helps with your chair and hands you a white Azul bag. “This is a special goodbye gift of a pineapple scone. Have a pleasant trip back, and next time bring the kids,” she warmly adds.

3 DELIVER THE TRAINING
The next five days we craft game plans from the storyboard. Chefs Kevin and Randall put on a dazzling food show where we all take in the sights, smells, tastes, and stories behind each dish from a fresh whole ruby red snapper to a gorgeous organic heirloom tomato. We write detailed dialogue for each item enhanced by interesting tidbits off the Internet and The New Barron’s Food Lover’s Companion.

As I take off from Honolulu eastward toward D.C., I think about how, in a world of biogenetically processed food and impersonal service, Azul provides an experience we all long for: a return to the earth and to the human touch.

Bob Brown, president of Bob Brown Service Solutions, www.bobbrownss.com, pioneered Marriott’s Service Excellence Program and has worked with clients such as Disney, Hilton, Morton’s of Chicago, Olive Garden, and Red Lobster. He has appeared on the “Food Network” and “Hospitality Television” and is author of The Little Brown Book of Restaurant Success and The Big Brown Book of Managers’ Success.