In the world of hospitality, it takes a special kind of person to create an experience that leaves a lasting impression. At Two Fat Ladies at The Buttery, one of Glasgow’s most iconic dining institutions, Jade is that individual. As a Supervisor with a wealth of experience, an eye for detail, and a deep passion for her work, Jade has become an integral part of our restaurant’s success story. Her journey, filled with unexpected twists and turns, has brought her to a role where she thrives on challenges, cherishes connections, and embodies the spirit of The Buttery.
A Return to Scotland
Jade’s journey to The Buttery began under unexpected circumstances. “In all honesty, I had just moved back to Scotland after spending seven years in France, to look after my ill grandmother, and I was looking for any job,” she explains. What started as a practical decision soon turned into a heartfelt connection when Jade stumbled upon an advert for The Buttery.
“The job post caught my eye,” she recalls. “I automatically went into research mode, and as I read, I became more and more enamoured with what they were offering—starting from the ambience and quirky look of the restaurant to the clear quality of their customer service, which was shown through the exceptional reviews, all the way through to their innovative yet classic menu.”
Jade joined the team and quickly realised she had found something special. “What I enjoy most about my role? I have to say the interaction with such a wide range of customers,” she says. “One would assume that our demographic would be quite narrow; however, we serve locals and tourists, regulars and first-timers, old and young.”
For Jade, the connections she’s made through her work have been extraordinary. “I have connections to California, Canada, and France, to name but a few, and have realised it really is a small world,” she shares. “I’ve had wonderful conversations with people who stay just a few streets down from where I lived in Palo Alto, California, shared memories of Toronto, Canada, and skiing in the Pyrenees mountains, France.”
A History That Inspires
The unique charm and history of The Buttery are part of what makes it such a special place, and it’s something that inspires Jade every day. “This unique charm and history are one of the things that made me fall in love with The Buttery,” she says. “It is not unusual for our first-time customers to say that we are situated in a rather strange location. However, this just adds to the magic and mystery of The Buttery.”
Jade finds the restaurant’s history fascinating and takes pride in sharing it with guests. “Knowing that the building itself is over 150 years old and has survived a plethora of challenges—World War II and the construction of the M8 are just a few examples—proves that The Buttery is a testament to the fact that good things stand the test of time,” she says.
One of her favourite aspects of The Buttery is the décor, which is filled with unique pieces that often spark conversations. “In every nook and cranny, you will find a variety of conversation-provoking pieces, many of which have a story to tell,” she says. “One thing I’m asked about on practically a daily basis are the cockerels or griffins on our tables. Do these carry a significance to the building or restaurant? There is a story to tell, but I will leave that as a mystery so you can ask on your next visit.”
For Jade, the key to maintaining The Buttery’s timeless appeal lies in preserving its warmth and elegance. “Some customers have been coming back for 70 years and have told me that although there have been some changes, what hasn’t changed is the warmth and timeless elegance that The Buttery provides,” she says. “We work tirelessly to ensure this never changes.”
A Team That Feels Like Family
For Jade, one of the most rewarding aspects of her job is the sense of camaraderie among the team at The Buttery. “Quite simply put, the team at The Buttery are a family,” she says. “When I first started, it was very clear to me how tightly knit the team were, and I was worried about how I would fit in. However, I very quickly realised that this was a silly notion, as the team were very welcoming and supportive.”
Jade believes that the team’s success lies in their shared commitment to excellence and their ability to support one another. “We all have the same goal when we come to work, which is to provide quality customer service but do so while having fun and being supportive of our colleagues,” she explains.
She likens hospitality to a machine, where every part must work in harmony for the whole to function effectively. “I like to think of hospitality as a machine. If one cog is out of place, the whole mechanism is affected,” she says. “This idea motivates us to work in synergy and to be flexible throughout our shifts.”
A Typical Day in the Life of a Supervisor
Jade’s role as Supervisor is multifaceted, requiring her to be adaptable and prepared for anything. “There is not a typical day for a Supervisor, as you have to be incredibly flexible and be able to fall into all roles within the front-of-house team,” she says.
Her mornings often begin early, as she takes time to prepare for the day ahead. “I like to make sure I’m at work in plenty of time,” she explains. “This allows for me to get my first injection of coffee before I set about getting the shift ready. This includes setting up the bar and servery, making sure the tables are set correctly, and answering any emails or calls.”
Throughout the day, Jade keeps a close eye on the atmosphere of the restaurant, ensuring both guests and staff are happy. “Regardless of what section I’m working, I’m constantly vigilant about the general vibe of the restaurant,” she says. “I feel that having a good grasp on this allows you to predict and possibly prevent any mishaps or upsets.”
For Jade, a successful day is one where everything flows smoothly, and everyone works together as a team. “I also hold great stock in getting to know your team,” she adds. “This allows me to see if everyone is communicating well and whether or not there is any tension. Albeit, this is a rarity in The Buttery, but I believe that being vigilant is key”
The Buttery’s Distinctive Appeal
When asked what sets The Buttery apart from other restaurants in Glasgow, Jade doesn’t hesitate. “There are so many things,” she says. “But in a nutshell, I would say that it stays true to its roots and is not swayed by trends.”
Jade takes pride in the restaurant’s ability to combine fine dining with genuine warmth. “People always comment on how we do not rush them and give them ample time to enjoy not only the food but their experience at The Buttery,” she says. “We have managed to combine the elegance and high quality of fine dining with the genuine warmth of good Scottish hospitality. In a way, The Buttery thumbs its nose at ever-changing trends because we know what we are good at, and we stand by it.”
Challenges and Growth
While Jade loves her role, she acknowledges that it comes with its challenges. “I am quite new to The Buttery and to the role of Supervisor, so for now, I would say that the most challenging part is getting to know all the different systems and policies,” she says. However, she approaches these challenges with a positive attitude. “Each day I come to work with a positive attitude and think, every day is a school day.”
Lessons from a Family Business
Jade’s introduction to hospitality began at a young age when she worked in her family-owned restaurant. “I started working in my family restaurant when I was only 16 as a waitress,” she recalls. “I was totally new to hospitality, so I was a little like a deer in the headlights, but as the years went by, I learnt more and more about the industry.”
The experience shaped her understanding of what it takes to succeed in hospitality. “Working within my family restaurant, it became very clear to me that you have to be invested in the place you work,” she explains. “You need to have a want and desire to do everything within your power to develop and improve the business.”
Jade acknowledges that many people view hospitality as a temporary role, but for her, it has always been a serious profession. “Many people see hospitality as a stopgap between university and a career or something to do between jobs, and this may be the case for some,” she says. “However, for people like me, we are fully dedicated to the industry and take a lot of pride in what we do.”
Her early experiences instilled in her a strong work ethic and a passion for the industry. “I can thank the years of managing my family restaurant for this attitude,” she says. It’s a foundation that continues to influence her approach to her role at The Buttery today.
Kitchen vs Front of House: A Unique Perspective
Jade’s experience in hospitality isn’t limited to front of house; she’s also spent time in the kitchen, giving her a unique perspective on how both roles contribute to a seamless dining experience. “Working in a kitchen is a very different animal to working front of house,” she explains. “However, the essence of what we are trying to achieve is very much the same. Both the kitchen and front of house strive to create a special experience for the customer. We are simply using different mediums.”
Jade reflects fondly on her time in the kitchen, admitting she misses certain aspects of the role. “I feel very much at home working in a kitchen and in many ways miss it as I love to be creative and relish seeing beautiful food being developed and put onto plates,” she says. “The most satisfying feeling being a chef is when you see the plates coming back empty and getting positive feedback from guests.”
Would she ever consider returning to the kitchen? “I would absolutely love to work in a kitchen again and, in particular, work within The Buttery kitchen,” she says enthusiastically. “There are so many talented chefs that I could learn a lot from. For now, I am focusing on my career in the front of house team. Never say never though!”
A Leap into Events Management in France
Jade’s path to hospitality took an exciting turn during her time in France, where she unexpectedly found herself running an events company. “This is actually quite a funny story,” she begins. “My move to France was completely impulsive, and I spent a few months relaxing and settling into my new life and community. I had a few dinner parties for some of my new friends and ended up doing some private cheffing at small parties.”
It was during these gatherings that inspiration struck. “I then had a light bulb moment and thought there isn’t a lot to do in rural France, and it would be fun to perhaps have a themed monthly get-together—70s nights, speakeasies, ceilidhs, etc.,” she recalls. “After about six months, as word got around, I started to be contacted by people who wanted help with their events. It snowballed from there into a fully-fledged business.”
The business allowed Jade to coordinate a variety of soirees. “I planned and managed a wide range of events—from birthdays, christenings, and New Year’s parties to weddings,” she says. “To sum up, one might say I fell into events management.”
Bringing Events Expertise to The Buttery
Jade’s background in events management has given her skills that she now brings to her role at The Buttery. “Throughout my time in events management, I came to appreciate how important preparation is,” she explains. “We are just about to hit the Christmas period at The Buttery, which is undoubtedly our busiest time, and I am actively making sure that we are as prepared as we can be.”
Another key lesson from her events background is the importance of attention to detail. “Whilst organising my events, I sat down with my clients regularly, and we were in constant contact to make sure that every detail was covered from start to finish,” she says. Now, as she becomes more involved in events planning at The Buttery, Jade is bringing the same meticulous approach to her work.
“The Buttery uses The Shandon Belles to hold its larger events, and I am becoming more involved in the planning process,” she says. “It is early days yet, but I will most definitely be taking the same approach with any events I am involved in.” What makes her contribution unique? “I have experience in taking someone’s idea of their dream event and making it a reality.”
What Makes a Dining Experience Memorable?
Jade’s view on what makes a dining experience memorable is shaped by her extensive travels and a passion for food. “I have been lucky enough to eat at some world-famous restaurants such as Restaurant Andrew Fairlie at Gleneagles, Rockpool in Sydney, Ristorante L’Olivo at Al Mahara in the Burj Al Arab, Dubai, and The French Laundry in California,” she shares.
But for Jade, the most memorable moments weren’t at a glamorous fine-dining establishment. “One of my best dining experiences was far less glamorous,” she says. “It was a small bistro in Coral Bay, Western Australia, where I sat in a makeshift patio made from scaffolding poles and plastic sheeting. The Californian chef was mind-blowingly imaginative and innovative, using only the freshest of local ingredients.”
What made the experience stand out wasn’t just the food but the connection and atmosphere. “Not maybe unusual, but when combined with the fantastic tales of his life and travels, it became truly magical,” Jade recalls.
Her takeaway is simple yet profound. “For me, what makes a memorable dining experience is the personal touch. Being made to feel more than just a customer.”
Adding the Personal Touch to Service
For Jade, customer service is all about personalisation and building connections. “Like I have said, I try to add the personal touch to any table I serve,” she explains. This begins with understanding what each guest needs. “This starts by reading the customer and determining what kind of service they will want. Are they the kind of customer who will want to chat or be left alone with limited interaction? Are they the kind of table who will want to have a laugh, and will they be able to deal with my sometimes dry and self-deprecating sense of humour?”
Jade places a high value on forming genuine connections with her guests. “I feel it is incredibly important to build a rapport with people, and I do this by showing genuine interest in their day, life, and experiences,” she says. She especially enjoys it when she finds a mutual connection with guests. “I absolutely love it when I come across a table where we share some common ground and/or interests. I can become totally captivated by a conversation and sometimes have to remind myself that I am at work.”
Memorable Moments
For Jade, some of the most rewarding moments at The Buttery come from the connections she forms with guests. She recalls one particularly touching experience: “It was just like any other day. I was working my section, and these two beautifully dressed elderly women came through the doors. At first, they were quite quiet and didn’t want to chat a huge amount, which I obviously respected.”
“With a little bit of coaxing and charm, they began to loosen up, and the conversation started to flow. It was a mother and daughter combo, and the daughter had brought her mother to The Buttery for her 92nd birthday,” she continues. “As they were leaving, the mother took my hand, kissed it with a tear in her eye, and said, ‘Thank you for making this day so special for me. I don’t think I will see another birthday.’ This made me very emotional, and I felt truly honoured to have been able to serve such an inspirational and wonderful lady.”
Looking Ahead
As Jade reflects on her time at The Buttery, she’s excited about what the future holds. “One day, I’d like to be part of the senior management team,” she says. “My experience and ideas could add a fresh pair of eyes to an already respected and successful team.”
Jade’s story is one of passion, resilience, and a genuine love for hospitality. Her dedication to her role and her team has made her an invaluable part of Two Fat Ladies at The Buttery, and her future looks brighter than ever.
Describe The Buttery in Three Words
When asked this, Jade simply replies “whimsical, quirky and eclectic. As soon as you open those beautiful stain glassed doors, it’s like entering a world lost in time. A place that epitomises the grace and elegance of days gone by. The Buttery wears it heart on it sleeves and shares it soul with every diner. I would describe the décor as a collector’s paradise. As if someone has lovingly collected bits and bobs to inspire conversation and interest.”
Jade’s Ideal Meal
When it comes to choosing her perfect meal at The Buttery, Jade knows exactly what she loves. “There are so many choices on the menu, but I’m a creature of habit and will always order the scallops,” she says. “They are delivered fresh on a daily basis and are perfectly cooked every time. The flavour combinations the chefs come up with are ingenious—I’m absolutely in love with the crayfish butter.”
For her main course, it’s a classic choice. “I’m a sucker for a good steak, so I would definitely order that, cooked rare of course,” Jade says. “I do quite like classics, so initially I was wary about the lobster bisque with it. However, it is to die for and works superbly with the crushed potatoes and king prawns.”
Jade opts out of desserts, favouring a savoury end to her meal. “I don’t really have a sweet tooth, so I would go for the selection of cheeses,” she admits. “All of our desserts are scrumptious, but just not for me.”
When it comes to drinks, Jade likes a good cocktail. “I don’t drink a lot of cocktails, but I could never turn down a good margarita,” she says. “If I was to choose from our current list, it would have to be the chilli passionfruit martini. Maybe a little sweet for my usual taste, but a wonderful take on a classic.”
