Taking the Measure of Mood.

Abstract

The article is a narrative which focuses on a restaurant that trains its staff to be sensitive to guests. The author details a scoring system established at the Inn at Little Washington, a restaurant in Virginia's Shenandoah Valley which has received top ratings from "Travel & Leisure" magazine and "The International Herald Tribune." The technique starts with waiters observing group dynamics, guests' words, behavior, and body language. This information is communicated to the rest of the staff who render specific service to individuals in need and continue to reassess the group's mood. The staff works as a team to elevate mood ratings. Examples of staff/clientele interaction and assessment using the scoring system are provided. Co-owner and chef Patrick O'Connell mentions why the business tries to give customers a transformative experience.