Highs and Lows
This last week has been one of the most emotionally draining but thankfully positive weeks of my life. On one hand, I finally received the news I’ve been waiting wayyyy too long for. I PASSED MY WSET LEVEL 3!!!!!!
After all the late-night stressing over maps and climates, the piles of tasting notes in every room, and the constant anxiety that all the questions will be about the one part I haven’t studied. The relief is overwhelming. (But honestly, does it really need to take 2 months to mark?)
Of course, this celebration was short-lived. Working in hospitality has a way of changing your mood very quickly.
Does money need to equal Rudeness?
Working in a five-star establishment means you get to see the full spectrum of what humanity has to give. It sounds dramatic, but I mean it!
I’ve worked on both ends of the spectrum, from a tiny Korean restaurant where guests are polite and thankful, to luxury venues where politeness seems to depend on how important the person thinks they are based on their bank balance alone.
This week seemed to show this more than ever.
Exhibit A:
Let’s call him Mr Zinfandel (obviously not a real name)
I wasn’t directly involved in this case from the start, but I was there to watch it unfold. Mr Zinfandel ordered a cocktail, and due to a small mix-up, it didn’t come out exactly as expected. It was the correct drink but not made in the specific way he described.
Instead of quietly mentioning it, he marched on over to the bar with such speed I thought he was going to punch someone. He proceeded to then shout in the face of a 19 year old female waiter, who I’m still not sure actually made the drink.
As the customer is always right, especially when they are rich, we remade the drink.
Attempt two! Made by a member of the management team. Zinfandel returned moments later to complain about… Wait for it. A grain of salt. He claimed it was on the outside of the glass.
Attempt three! We brought over a professional mixologist. After inspecting it like a crime scene, Mr Zinfandel declared he could see an object floating in the glass. No one else could see it, of course.
He was never asked to leave. It appears wealth can buy you invincibility to consequences!
Exhibit B:
The Chicken That Was “Too Hot”
Another highlight of my week! A guest complained their chicken was too hot. They explained to me in boring detail how they nearly burned their mouth. It takes a lot of self-restraint in these situations not to ask if they would rather have salmonella for dinner instead. After biting my tongue and apologising for the crime of serving correctly/ safely cooked food, I checked their profile. Turns out they do this everywhere they go, which makes it more frustrating that they’re still getting away with it.
This story reminded me of another complaint about a year ago where a lady told me that her ice cream was way too cold. Again, it was so difficult not to ask if she wanted me to microwave it.
It’s these now-weekly situations that make me doubt whether humility and manners are still something valued in our society. I do find it upsetting more than I imagined I would.
What This Week Taught Me
It’s been a strange mix of emotions. Passing my WSET Level 3 reminded me why I love this industry (well, parts of it). I believe it is an art form, and after lots of hard work, the results are rewarding. But dealing with guests like these reminds me of the other side. Hospitality demands we serve patience and humility, but when undeserved, it is more exhausting than the long hours.
If this week taught me anything, it’s that genuine passion and quiet confidence go further than any amount of showing off in wine and in life.