Showing posts with label service theory. Show all posts
Showing posts with label service theory. Show all posts

29 April 2014

worth the wait: le servan, 75011


Two observations on restaurant service, following a meal at Le Servan, the spiffing new restaurant on rue Saint Maur by the charming and demure Levha sisters, Tatiana and Katia.

One is that I much prefer the ambiance in restaurants run by women. Natural wine bistrots have for too long been the province of grouchy old men and churlish young guns more attentive to their facial hair than to guests. With Haruka Casters' 6036, Jane Drotter's newly revamped Yard Restaurant, and now Le Servan, diners of the 11ème arrondissement are treated to a preview of what I sincerely hope will become the preferred service standard citywide. Service at Le Servan is unfailingly good-natured; staff are happy to share Tatiana's subtly Asian-inflected cuisine and Katia's boutique natural wine list.

The other observation is that a terrific meal at a restaurant, like a certain other very enjoyable act, can turn unpleasant if it goes on too long. At a certain point, it doesn't matter how seductive the appetisers are, nor how climactic the main courses might be. Even at the most promising of restaurants, when an hour passes between courses, friction occurs.

17 March 2014

somm needed? : restaurant roca, 75017


The friends I brought to Roca during Fashion Week probably thought I was taking them to Beauvais Airport. The restaurant, a charming if somewhat faceless contemporary effort by Julien Ross, a cousin of the owner of 10ème arrondissement middleweights L'Office and Le Richer, is not situated in the pleasant, blithely unworldly Batignolles segment of the 17eme arrondissement. It's situated in the armpit thereof, just a stones throw from the peripherique.

In any other quartier, Roca would be raking it in. Chef Alexandre Giesbert, formerly of Le Richer, cooks precisely what Parisians wish to eat these days: sweetly accessible variations on menu staples, finessed to a sheen and enlivened with the odd exotic ingredient (seaweed tapenade, kumquat). Prices are extremely reasonable.

But Giesbert's cuisine is hobbled by the restaurant's far-flung location, and an almost punitively boring wine list. I nonetheless quite enjoyed our meal at Roca. Where ordinarily I'd loudly proclaim that the restaurant needs a sommelier, I find myself torn. Because our server that evening at Roca did something no sommelier in Paris has, to my knowledge, ever done: he promptly agreed that my first bottle of Marsannay was corked, and fetched another bottle without debate.

02 January 2014

the decline of : la régalade, 75014, 75001, and 75010


I recently called Nicolas Lacase's 10ème Bistro Bellet "a giant defibrillator for the bistrot genre." So it behooves me to explain why I felt the bistrot genre needed resuscitation. Handily, recent visits to the three locations of chef Bruno Doucet's atrophic La Régalade empire have furnished me with exhibits A, B, and C.

The original La Régalade was founded by chef Yves Camdeborde in 1992 at the far border of the 14ème arrondissement. In its day it was ground zero for the bistronomie movement, in which disaffected young chefs were leaving Michelin-starred kitchens and opening simple bistrots where their gastronomic talents could shine at lower price points.

In America, where we tend to class eating establishments all together as restaurants, encountering gastronomy in a bistrot doesn’t scan as such a big deal. The closest American analogue to the shock of “bistronomie” in French culture is probably that moment in the mid-2000’s when, in certain US cities, it became possible to dine very well from food trucks. But where, just a decade on, most savvy diners I know have all grown quite tired of food trucks (except when drunk), Paris after two decades continues to unthinkingly congratulate any classically-trained chef who deigns to cook without the aid of chandeliers. (C.f. the overrated Restaurant Pierre Sang Boyer in Oberkampf.) The still-successful La Régalade restaurants, collectively, comprise the sacred cow of a bistronomie nostalgia cult, whose membership includes throngs of uncritical diners as well as most of the city's established food critics.

So let's get the knives out, shall we ?

31 August 2012

n.d.p. in london: duck soup, soho


I seem to have had an atypical experience of Dean Street restaurant Duck Soup last winter. At that time it was a relatively new restaurant, and various friends and reviews had all warned of a tortuous reservation policies and interminable waits. But evidently it was close enough to Christmas for the town to have begun to hunker down, for my friend / colleague M sorted us out a last minute six-top with what seemed like no hassle whatsoever.

There followed a very, very dimly lit meal of small plates in what are usually termed Brooklyn-inspired surroundings - a strange but welcome experience in ultracommercial Soho. At Duck Soup the nightly menu is almost illegibly scrawled on scraps of paper. One is invited to bring records and put them on, perhaps as a distraction while waiting for a bar stool.

The brisk pace of menu change at the Duck Soup means that it will serve no one if I recount each dish, were I even able to this long after the meal. Some were tasty, one or two were mushy catastrophes. More interesting for me consider right now, as I belatedly clear this London material off the iPhone, is what it means to call something "Brooklyn-inspired," and whether this style of restaurateurism exports well.

16 August 2012

paris discovers beer : la fine mousse, 75011


I'm sure I'm not the only expat who has occasionally marveled at the aesthetic poverty of Paris beer culture. This is a country home to four hundred distinct varieties of cheese, and having an opinion on each is a matter of national pride. There are prizes given every year for the best tête de veau. Yet beer in France at large has somehow remained below the threshold of aesthetic attention for much of the populace, as evidenced by the vacuous brands on offer at most bars and supermarkets : Kronenberg, 1664, Amstel, Heineken, Pelforth, etc.

Whatever their respective merits may be over vile industrial American staples like Bud Light, these other beers remain, like Bud Light, substances that are consumed in lieu of aesthetic experience - they're basically water, only alcoholic and carbonated. At the other end of the spectrum of beers widely available in Paris, you have the sweetish one-note bruiser that is Leffe, which to my tastes shares DNA with those bottom-shelf "strong beers" marketed mainly to the homeless.* Parisians seem to like their bière either to dull the senses, or not be perceived at all.

Given the size of the craft beer market in numerous other major cities, Paris' stagnant beer scene has long presented an untapped opportunity. So I was overjoyed to learn that, with the soft opening last month of a majestic twenty-tap beer bar called La Fine Mousse in a quiet square off rue Oberkampf, some enterprising young Frenchmen have at last seized the moment.

16 July 2012

pulled up: racines, 75002


My friend L and I hadn't intended to go to Racines for lunch. We'd planned to go to Gyoza Bar, a very contemporary Japanese concept that has opened across from the pioneering natural wine bistrot. But there was a line at the gyoza place, and we were famished, and finally it amounted to a sort of pilgrimage for this natural wine afficionado to dine at Racines, a restaurant that, under the direction of its founder and former owner, serial restaurateur Pierre Jancou, did so much to promote a certain ethos of natural wine in France and abroad. 

Whether Jancou's famously combative, didactic style of hospitality is a salutary accompaniment to natural wine remains open for debate. I have some friends in the wine scene who seem permanently put off natural wine expressly because they associate it with what they consider to be poor hospitality. For what it's worth, I have the impression Jancou has mellowed since his time at Racines; at his present restaurant, the 10ème's Vivant, I've never had anything but stupendous service. If I hadn't visited Racines before this, it's because I was usually dining at Vivant.

I saw no urgent reason to visit what I presumed must be the husk of a great restaurant; to repurpose a Saul Bellow line, it felt like praying to the gods of an extinct volcano. It's part of Jancou's racket that he sells his restaurant's at the peak of their popularity, such that the best a new owner - in this case David Lanher - can hope for is to maintain Jancou's standards. On the basis of our lunch the other day, I can report that Racines still serves superb food and wine. The restaurant itself remains a beautiful, patinated space. What's missing is Jancou, whose standards - like those of any great restaurateur - are not limited to superb food and wine in beautiful spaces.

06 June 2012

n.d.p. in barcelona: tapas 24


Earlier that evening, the wine director of renowned Barcelona wine fortress Monvínic, Isabelle Brunet, told me something that surprised me, although in retrospect it should have been obvious: Barcelona is a beer town. Brunet said that the average resident of Barcelona consumed just 20 litres of wine per year, but 70 litres of beer. By contrast, in Paris the average resident consumed 90 litres of wine per year. (Statistics for Paris beer consumption were not mentioned, perhaps due to present lack of any real beer culture whatsoever in that city.)

That this surprised me is perhaps very American, and very east coast at that. When one does not come from wine country, one imagines that historical wine-producing nations must exist in a kind of perpetual bacchanal, celebrating the national bounty at all hours in various states of undress. But in Barcelona you have a warm climate and a beach and an astronomically successful football club, the second richest in the world: these things, as sure as hops plus water, are a recipe for beer.

I had my own reasons for downing a few cold ones over the frantic meal R and I had afterwards at  Tapas 24 , chef-restaurateur Carlos Abellan's subterranean tapas bar. I didn't know many producers on the list, and it seemed pointless and sort of cruel to start interrogating the harried chef / servers careening about behind the bar. Also, the list was written in a format that has always irritated me, segregated by neat price bracket, as though one were choosing phone cards. But the real decider, as ever, was the cuisine. Tapas, Spain's national food group, and its most successful export since the Macarena. Every magazine article ever written on Spain, even those pertaining to unrelated subjects such as the economic crisis, will cheerfully explain the origin of the word tapas, how it means 'lid', etc. To the world at large tapas sensibly means one thing, which is hangover cuisine, whether one is recovering-from or heading-straight-for.

29 May 2012

shooting them in a barrel: fish la boissonerie, 75006


Whenever conversation turns to the subject of hospitality in Paris - which is to say, very, very often - I try to remind myself and others that its general absence is something for which we ought to be thankful. It's what makes Paris, perversely, a land of opportunity: almost any business model presently existent in the city can be very simply improved, to the point of crushing all competition, by the addition of what the natives routinely neglect, namely smiles and goodwill. One doesn't even have to be good at something - one can just be nice.

Here any Paris business-owner will scoff, mentally shaking this writer by his lapels, crying, 'Don't you think we've tried?' It's more than one establishment can hope to achieve, to change an entire nation's outlook towards service.

Well, there's a trick. You just don't hire many French people.* 6ème arrondissement bistrot / expat hub Fish La Boissonerie sort of pioneered this strategy, and if, thirteen years on, the restaurant's cuisine and its wine list both show their age, great hospitality, thankfully, remains timeless.

10 October 2011

worst hospitality in solar system: saturne, 75002


Anticipating a dinner with friends from New York in town for fashion week, I booked a table two weeks in advance for a Monday night at Saturne, a renowned, self-consciously high-end "cave à manger,"* where on basis of reputation I'd expected a sparkling experience. Chef Sven Chartier and sommelier Ewan Lemoigne both previously worked at Pierre Jancou's Racines in its heyday, and Chartier had put in time at Alain Passard's L'Arpège before that. It seemed reasonable to think my friends and I were in the hands of professionals, when we arrived a few minutes after 9pm for our reservation.

We never sat down, however. To my totally incredulous dismay, Saturne had botched the reservation in a laughably amateur manner, and instead of apologizing for the restaurant's error - it was without a doubt their error, for several reasons to follow - the Lemoigne fellow instead refused to seat us and, with such unquestioning emotionless self-certitude that I began to suspect he was developmentally challenged in some way,** proceeded to insist it was my own fault.

To jump ahead a bit, I'd like to publicly wonder: is this where we are now, with dining? Have we so fetishized fine product and fine wine, on both sides of the service equation, diner and restaurant, that a place like Saturne can succeed despite its operators having no sense whatsoever of basic hospitality principles, even civility? The situation disimproved, as you might have guessed. My friends and I left for a last-minute reservation hastily gleaned elsewhere before the police arrived.

07 April 2011

hors service: l'avant comptoir, 75006



My colleague / good buddy R and I recently found ourselves in the stiff 6ème arrondissement doing some research on retail in that area. And since with the exception of research-related sojourns, or similar morbid sociological forays, we never seem to get to that part of town, we profited from the occasion by stopping by chef Yves Camdeborde's luxe-informal "hors d'oeuvre bar" l'Avant Comptoir for a brisk lunch of small plates and Mauzac.

I profited, I should say. R hated the place with serious vitriol, causing us to spend much of the rest of the afternoon discussing not Hermès, Ralph Lauren, and Dries Van Noten, but rather whether l'Avant Comptoir - which, judging by the press and by general industry admiration, has been successful - is a complete hoax, or not.*

02 March 2011

i feel you: philou, 75010


I'm increasingly convinced that, for Parisian restaurateurs, the greatest challenge is not to find the best location or to source the best ingredients or to stock the best wines, but simply to inspire a cheery staff. Even a reliably polite staff is an achievement in this city. There's a very simple in-built societal reason for this, having to do with the disproportionately enormous costs of hiring and firing people in France. When French service staff, enduring the punishing stress that typifies restaurant work, behave as though they own the place, it's because, in effect, they do. Getting rid of a bad egg involves painful negotiations that can end with the employer paying two years' worth of the ex-employee's salary, a cost few restaurants can afford.

Philou, a winningly sharp, modern bistro tucked just off the Canal Saint Martin in the 10ème, has been garnering beaming reviews from all corners since it opened this past August, and while all the other criteria for success are certainly in place - well-priced natural wines, a solid market menu, the nearby canal - it was the engaged, reactive service that was the runaway highlight of a recent meal there.

To wit: a party of foppy Anglophones strides in, takes an eternity to order, and Linda, the superinformed and apparently telepathic server, intuits correctly that the delay is not that of bumbling tourists, but rather that of someone who worked in restauration who is simply jazzed to be there and geeking about the wine list to his friends.

27 January 2011

magnum misadventures: jeanne a, 75011


Having recently endorsed the general usefulness of the all-day-even-Sunday kitchen at the frightfully overdecorated 11ème épicerie-à-manger Jeanne A, I must now offer the following enormous caveat: wine is available from magnum only.

I adore magnums as much as any wine geek. But all magnums, all the time is kind of like the attractive girlfriend who surprises and dismays you by insisting, everytime you sleep together, that her six attractive friends also join you in the twin bed. "This is fine!" you cry. "Just not every night!"

My friends and I discovered the mag policy when we popped in for what was meant to be a quick dinner Sunday evening. It was the last night of fashion week, half of us had worked showrooms all day, and we all had a magazine party to get to. Imagine our perplexed, crestfallen faces then, when it became clear that if we wanted to have a drink with our poulet rôti we had to, you know, really drink.

It is just a good thing there were six of us. And that there was an appealing, if somewhat overpriced, mag of 2007 Domaine Huet "Le Mont " Vouvray available. We did what we had to do.

20 January 2011

correct, naturally: les côtelettes, 75004


I make no secret of enjoying 19ème natural wine bistro Quedubon partly for the warmth and bravado of Gilles, the ever-present owner. So in visiting his other, older restaurant Les Côtelettes (formerly L'Impasse) for the first time the other day with my British friends R and A, I was curious to see which charms stayed consistent without the man himself around. R and I had steeled ourselves for whatever, both finding it odd that neither of us had previously heard much about the restaurant, despite its immediate proximity to an apartment (R's little thimble-sized garret) that we'd both lived in at different times. And we understood that it would only be natural for this little bistro just off the Place des Vosges to play things a bit safer for the tourist crowd.

For some reason I hadn't predicted that I myself would be taken for a tourist. It's probably my mushmouthed hyper-tentative accent that did it. Anyway I found myself getting steered very forcefully away from the one interesting Jura wine on Les Côtelettes concise, principled little list.

16 October 2010

chilling at la bodeguita, 75004


I understand, but vehemently dislike, the habit of automatically serving all white wines in ice buckets. Allowing for certain exceptions - most sparkling wines, vino verde, very hot days, etc. - I'll always insist that if a white wine is worth drinking, it's worth drinking with no more than a light chill.* So you can, you know, taste it.**

But I have to admit I smiled when, at La Bodeguita du IVème the other day with my friends D,C, E, and K, our Cour-Cheverny arrived bobbing in what appeared to be an enormous repurposed kitchen-grade tomato tin.



05 October 2010

nighthawks at the diner: the newly renovated verre volé, 75010


I have no hipster desire to say anything negative whatsoever about the newly-renovated incarnation of Le Verre Volé. I love the place, outsize popularity and all. My first meal there was the day after I arrived in Paris, and I remember feeling that the whole ethos of the restaurant - unfussy service of great wines, a market menu balanced between novelty and sausages, frank presentation of great things - validated my descision to move to France.


But it has to be said, if only for the sake of critical honesty*: the new wing feels sort of like a diner. The vibe is a little abbreviated. I'm hoping they'll immediately begin to festoon it with all the wine clutter that makes the main dining area so charming.


(Then, a related issue: the new room complicates wine service. This may or may not have been the idea. After all, the more a server can discuss wine selections with you, the more opportunity he or she has to sell you something more ambitious. But if a screamingly busy restaurant like Le Verre Volé has no official wine list, and if the bottles on the walls are mostly empty and bear little or no relation to actual stock, and if furthermore half the guests are seated in a side area where no bottles are visible without resorting to a tedious obtrusive ramble through the crowded front dining room, then I'm sorry but the dream of loquacious upselling has to go out the fenêtre.)

The unadulterated good news is: the kitchen still rocks.


22 September 2010

a junkyard called the future: iPad wine lists

Image swiped from regmedia.co.uk. 

Reading the NYTimes last night, I was bemused to discover that iPad's are being employed in certain restaurants as substitute wine lists.

Actually, "bemused" is sort of a light-hearted way of saying "filled with a profound ambivalence." (If you think I walk around the city all day in a permanent state of bemusement, then you know me very well.)

Instinctively I want to heap this idea in with cryogenic wine preservation systems, in a junkyard reserved for unbroken things that got fixed. But...