What makes great restaurant service? We asked the guy behind Roganic Hong Kong, winner of the award for best service in town
Winner of a gong for best service, Roganic Hong Kong general manager Sean Oakford discusses the importance of good mentors, empathy and training in the service sector
Tall, lean and resplendent in a suit and bow tie, it’s hard to imagine Sean Oakford being in anything but the service industry.
Now general manager at Roganic Hong Kong – the recent 100 Top Tables winner for Best Service – Oakford admits to entering the restaurant industry later in life. After stints working for the police and as an engineer, Oakford took up a position at The Cross at Kenilworth, a Michelin-star gastropub in Warwickshire, UK. It was there that he began to learn about hospitality and the importance of good service, and became imbued with a passion for restaurants, establishing a strong foundation for service.
Oakford began working for Simon Rogan in June 2016 as head waiter at L’Enclume, the chef’s restaurant in Cartmel, in the UK’s Lake District.
“I learned so much there – the team spend a lot of time and energy on training and making you the best you can be. Jatin Parmar, Emilio Muñoz Algarra, Pierre Brunelli and particularly Sam Ward and Thomas Mercier, gave me the tools that I needed to build a career for myself and continue to mentor me to this day,” Oakford says.
Besides excellent mentors, empathy is also key to good service, according to Oakford.
“Empathy is the key for us. We read and engage with our guests, understanding the reason they have chosen to dine with us. This understanding enables us to curate their experience and to suit their wants and needs. We aim to provide a relaxed atmosphere but with standards that ensure efficiency and quality. We want to connect the customer with the incredible dishes being produced by our talented chefs. We ensure that this is consistent across all our restaurants.
“This approach is so successful because not only will guests be satisfied by the intricate and creative dishes that they have been served but will also leave feeling happy and relaxed. We joke a lot and engage with our guests in a way that shows the passion we have for the restaurant and the dishes that we are serving. Ultimately, we want our guests to have a good time,” Oakford says.
“My service style is a product of the advice from my mentors, I continue to look to them for guidance, and will do so throughout my career. My front-of-house team is full of unbelievably talented people and I try to give them the same treatment that I was lucky to receive.”
