Block · one region of the page, as the scanner read it. It may hold a whole story, part of one, several, or an advertisement; stitching blocks into articles is the next step. Text is supplied OCR.
Page 3 · column 1 of 6 · from the scan, no model involved
The Inn
From Page A1
device forces the staff to tune in to the emotional state of the customers," the book reports. A couple arriving for dinner with an argument in full throttle is ; given a "critical" six rating, • and the word is passed to ! treat them extra tenderly. They might get a ;• complimentary glass of •! champagne or, if they are on the verge of mayhem, a tour ;• of the kitchen. ! • So many marriage pro’ posals are made over dinner _ • at The Inn that it's routine for the staff to hide an engagement ring in a bowl of ~ cherries or a plate of oysters for that magic moment. Or, if that's too mundane, the staff can bring a tiny music box with a mouse that dances on a mirror wearing the ring on a gold chain \ around its neck.
It is that kind of attention to detail and commitment to please that O'Connell and Lynch have forged into legendary business success. It is their "unflinching, hands-on per; fectionism" that drives the enterprise, according to author Jay Levin, a journalist who writes frequently on business and travel. "Simply put, good is never good enough, lapses are not tolerated, and the owners them‘ selves are front and center, sweating the smallest details and demanding that others do likewise," he writes.
The author evidently spent considerable time behind the scenes at the Inn-observing the kitchen, attending the staff meetings, and his reporting emphasizes the uncompromising demands placed on the staff at the Inn. "We are not allowed to have an off night," General Manager Scott Little declares in the book. The reader witnesses Little conducting daily staff meetings—conducting pop quizzes of the waiters on questions diners might ask, where the penalty for not knowing the right answer is to be sent home rather than
92.7%