Is it a special occasion?

I caught up with a friend for lunch this week at Albert's Schloss in Birmingham and there was one little moment that has really stuck with me.

After our server introduced himself he asked, “Is it a special occasion?”

Now… technically no. But actually… yes. Two friends catching up - that's pretty special.

And the more I thought about it, the more I realised how clever that one question actually is.

We told him we were two friends catching up. But we could just as easily have been two colleagues having a business meeting and wanting space, or two people celebrating a big birthday and wanting fun, energy and a bit of banter.

Every guest wants something slightly different.

And that one simple question tells the server exactly who they’re dealing with and how to pitch the service. It’s such a small touchpoint, but it changes the whole tone of the experience.

It also reminded me how easy it is in hospitality to slip into “process mode” ask no questions → tick the box → serve the guest → clear the table → move on.

And when we do that, the magic disappears.

Hospitality should feel special — even on an ordinary Monday lunchtime.

So here’s what I’ve been thinking about since this happened - what touch points need to be in place to ensure that our guests and clients feel genuinely valued? It might only be one thoughtful moment.

And if you want to see what that looks like… pop into Albert's Schloss in Birmingham and ask for Bart. He’ll show you how it’s done.

Lets learn and grow together.

​Jo