Rust en Vrede’s exceptional attention to detail won it the Service Award at the Prudential Eat Out Restaurant Awards 2009. Sommelier Neil Grant shares his 10 tips for excellent service with Lisa van Aswegen.

Have a common goal

Everyone from the chef, David Higgs, to myself and wine-estate owner Jean Engelbrecht, shares a common vision about what we want diners to experience at Rust en Vrede.

It’s all in the details

Attention to detail is paramount. We’ve thought everything through: from our herb garden to the handmade crockery on which the food is served to our policy of not charging for bottled water. It all blends seamlessly to ensure that guests enjoy an unforgettable dining experience.

Training, training, training

Training is an ongoing process; there’s always room for improvement. At Rust en Vrede it’s about upliftment and responsibility.

Be in control

We are always around to control what’s happening. I am out front and David oversees things in the kitchen and mingles with the guests, so we know what’s going on at all times.

Teamwork

It’s really about the team – everyone is intimately involved in helping to create the dining experience.

Pitch perfect

We’re aiming for perfection all the time; it’s part of our culture at Rust en Vrede. And to get there we have to have certain standards to strive towards.

You’re only human

While we aim for perfection, we realise we’re only human and that we make mistakes. But the real lesson is learning from them.

Share knowledge

All our staff share our passion and excitement about food and wine – if they didn’t they would never be able to provide a great dining experience for our guests. Staff are thoroughly introduced to dishes and wines so that they can enrich diners’ experiences.

Keep it real

While the food is of an impeccably high standard, we try to keep the whole experience relaxed so that people feel that they can unwind and enjoy their meals. The surrounds are comfortable and not intimidating.

It’s all about quality

Quality staff are key in this industry – they are the secret ingredient that will improve our standing internationally. We may have more challenges than other countries where being a waiter is considered a profession rather than a part-time job, but that just means that we have to spend more time training people better. We have to take responsibility and it’s an ongoing process.