Congratulations to Neal McCarthy, general manager and co-owner of Miller Union and the 2023 MICHELIN Guide Atlanta Service Award Winner!
For McCarthy, service sets the tone of the evening and the award winner has more than three decades of experience elevating the experience. Below, he explains the seamless approach to service, how his front of house team ensures flawlessness without being intrusive, and how to make guests feel special.
So sit down and enjoy as McCarthy spills the tea on how to achieve calm even during the most hectic and frenetic dinner service.
What is a typical night at the restaurant?
I wish we had typical days in the restaurant industry. Service is a living organism, each day is different, no two days are the same. The guests dictate the show and create the atmosphere in the restaurant.
What goes into preparing each night?
As with most restaurants, we start the evening where we talk about the upcoming service: who has what sections, which parties we have in the dining room, and who we know are coming in for dinner. The chef and bar team will inform us of any menu changes, while Princeton (sommelier) or myself will discuss any changes to the wine list.
In recent years, I have started to invite the service team to share their dining experiences from other restaurants. I like to find out what they see when they go out to eat. Are they seeing things that we can bring to our service team on a day-to-day basis?
How are you able to keep the team calm?
I try to stay calm, but even after 30-plus years, it can be hard sometimes. I liken my role to a conductor trying to keep a good flow and energy in the dining room. I work to keep an open dialogue with the staff, asking what they need, and offer my help. I am in constant communication with the kitchen team to see when food will be arriving. It is important to stay one step ahead of the guests' needs.
What's your favorite part of the guest experience?
That first-time guests leave as a lifetime patron. Nothing gives me more pleasure than meeting people that have never been to Miller Union.
What does "really good service" mean to you?
Great service is seamless. Servers should move in and out without being intrusive. When the guest has a question, the server needs to know the answer. A great server knows when to be at the table and when to give the guests the space that they desire.
What is the biggest misconception about your role?
That my job is only about socializing with the guests and tasting wine. The truth is that is that those are the smallest parts of my job. I fill the role of the accountant, I do day-to-day repairs, I educate my team with wine service, I clean the restaurant when our dishwasher is out. There isn't a job in the restaurant that I haven't done.
