Lisa Liu Grady: Lessons in Hospitality

Lisa Liu Grady shares about an early job experience working in a restaurant.

Back in high school, I was forever short on spending money and without a driver’s license. My employment options had to be within walking distance. That’s why I became a hostess at a historic restaurant where my older brother worked as a busboy. 

Formerly a blacksmith’s shop, and later an inn where George Washington supposedly spent the night, the restaurant – with its beamed ceilings, creaky floors and two crackling fireplaces – oozed colonial charm. 

We served steaks so enormous they barely fit on the plate beside mashed potatoes and creamed spinach. My fellow teenage hostesses and I were to smile, look presentable and escort diners to tables for two, four or six. Standing behind that little podium, we wielded surprising authority. Guests who arrived without a blazer and tie were politely steered toward the bar to eat. If they pointed out that the dining room was half empty, we’d explain with outsized conviction that reservations were expected any minute. 

The real star of the restaurant was Max, the genial silver-haired, third-generation owner with a perfectly groomed mustache. We’d summon him whenever a customer complained about the doneness of their steak, their table assignment or both. First, he’d send over a complimentary glass of wine. Then he’d pull up a chair and ask where they were from or how their day was going. 

Only after visiting awhile would he get around to the problem. Somehow, people who had arrived irritated would leave full-bellied, smiling and with a new friend in Max. As they headed for the door, we’d ask about their meal, help them into their coats and occasionally receive a couple of dollars in tips.

 The restaurant is long gone, replaced by luxury condos. Decades later, I still think about Max and his lessons in hospitality. He taught me that smiling when answering the phone conveyed warmth. He showed me how kindness makes people feel welcome, and if you’re lucky, turns strangers into regulars. With a Perspective, I’m Lisa Liu Grady.

Lisa Liu Grady is a Bay Area writer who loves stories and storytelling. She enjoys being in nature, gardening and dancing.