Elevating Every Occasion
NORMA PURDY, BANQUETS CO-CAPTAIN AND SERVER
Up-tempo, detail-driven, and always evolving, Banquets is where teamwork comes to life. From tight timelines to grand celebrations, our Banquets Team rises to every occasion with one goal in mind: creating exceptional experiences our guests will remember long after the event ends.
Welcome, Norma! Can you tell us about your role and how you landed in it?
Hi! Well, I actually started in Housekeeping and worked in that department for ten years. I started to pick up hours in Banquets, and that’s how my journey began. I wanted to start working full-time once my kids started to get older, so I applied for a few different positions across campus. I ended up getting hired by Mr. Reed who was in charge of Banquets at the time. I’ll never forget the question he asked me when I interviewed: “Are you applying here because you think this is an easy job?” I told him absolutely not —there is no easy job. Every job is hard, whether physically or mentally. But I told him I am strong: I can lift, I can pull, I can carry. He ended up hiring me, thankfully. He didn’t know me or the way I worked, but he gave me a chance... and I’ve been working in Banquets since 2017.
So you are a Banquet Server, but you are also a Co-Captain?
About three years ago, Laszlo spoke with me to see if I would be interested in applying for a position as a parttime Captain. I said I would love to try; it’s an honor because it doesn’t happen often that your boss asks if you’re interested in a new opportunity to move up. I’ve been a part-time Co-Captain for over three years now. It can be challenging, but I’m learning a lot in this role.
Can you tell us a bit about your role as a Banquet Server and walk us through a day in that position?
I normally work only breakfast and lunch because I’m still a part-timer; family is my priority. Sometimes when we are really busy, like during Space or CIAB, they request my help and I’ll work some evening shifts. The team members have different duties or specific tasks during each event. For instance, one might be a busser, or a food runner, or working a buffet. 90% of the time I am given very challenging tasks, and I take that as a compliment. They know they can trust me.
Are there any particular tasks that you prefer to do?
No, not really. I like to do everything because if you’re only doing one thing, you might forget how to do other tasks. Let’s say I’m always working the buffet, then I might forget how we set the tables. We have to follow certain standards and processes when we do set-ups, especially with plated lunch or dinner.
We often have repeat groups in house. Does this lead to establishing relationships with the group organizers or attendees?
Oh, yeah—even during our brunches, I can recognize guests that come here often. For instance at a Thanksgiving Brunch, I noticed a couple, and I said, “I remember you from last year!” They said, yes—we were here— in this specific spot! I also remember many of the important leaders when they come here with groups, especially during Space or CIAB. If I’m a Co-Captain working with them, I try to directly communicate with them and spend more time with them. It helps to establish a relationship, and they feel special and well attended to. They know they can trust me just as much as my superiors on our team, and that’s a great feeling.
Can you tell us a bit about your favorite, and least favorite, aspects of the job?
I don’t really have a favorite assignment; I like to do everything. The nature of our job dictates that we don’t do the same things every day. I love it that way. If I’m always doing one thing, I would be bored. I would just master it and be able to do it with my eyes closed; I don’t like repetition.
That’s a theme we’ve heard amongst everybody in your department: they love doing everything and to continue learning!
Yes, that’s true. We have a lot of new people that come into our department, and every year, of course, we have students who come and go. There is so much to learn in Banquets, and you can’t do it all in six months. I’ll be honest with you, it was a year before I mastered the job. We have the responsibility to help our students because they come here to specifically learn—they’re trying hard to do their best. I really enjoy teaching and mentoring.
We’ve seen that some of the table setups for large breakfasts, luncheons, or dinners can be very elaborate. Can you tell us a little bit about the standards you have to follow for setting up the tables and serving the guests? And how do you handle any difficult guests or clients during the service?
People have a certain expectation associated with The Broadmoor and its service, but I am guessing most of them are just happy to be here, enjoying a nice meal during a conference, for instance.
Yes, most guests actually have not seen this level of service anywhere else. I have talked to clients that come here, and they are so amazed with how we greet our guests when walking by...little things like that. Like when they are wearing their name badges and we address them by name and ask where they are from, etc. Showing that level of respect and interest in them goes a long way, and they realize how exceptional the quality of service is here.
You work in multiple venues around our campus. Do you have a favorite place that you like to work and why?
Well, of course, our team likes to work at Cheyenne Lodge—it’s like going on a vacation. After we complete the set-ups, we feel like we are just sightseeing on our break with the views! And in the summer at Mountain Clubhouse, they have beautiful flowers as well. What I love about The Broadmoor is you don’t really feel like you are going to work...it’s almost like we are one of the guests who gets to enjoy the stunning landscape.
What is the funniest or most surprising story that you can tell us about a situation that happened during service or a shift?
We had a military ball in-house, and they had grog. We set it up on a table, along with the barrel of liquor, beer and everything else on it. I don’t know what happened, but the table just collapsed. We had to clean it all up and clean the floor because their service was starting soon. It was so embarrassing that it happened, but our Captain did a great job at managing the entire situation. With teamwork, we were able to clean everything up and reset in about five minutes!
Obviously hours vary quite a bit in your position. Do you have a preference as to what time your shifts take place?
I still prefer working in the mornings or afternoons, but sometimes evenings are fun because there’s more happening! Towards the end of your shift, you really get to see people relaxing and having fun. Sometimes we have bands that play for groups, and we get to see it. Like, I remember when one group hired the famous rock singer, Bon Jovi, and I thought oh my gosh, I would not have seen him otherwise! I still like to have my work hours coincide with my husband’s, so I only work nights now and then. I like being available for my daughters, even though they are older now and very busy, but family is so important. It’s vital to spend time together. I know that work sometimes can be the focus of our lives, but I want to have a balanced life. Thanks to my bosses, I only work part-time and they work with my schedule. I appreciate that so much; they are really great people. (It’s been said multiple times, and we couldn’t agree more! :)
What’s the hardest thing you’ve ever had to serve (or do!?) during a shift?
It can be frustrating when lots of things are happening at the same time, mainly because you just can’t just be in multiple places at once! In those instances, we rely on our Co-Captains to help us manage multiple venues with simultaneous events. There have been times where I’ve been needed at Main, then Broadmoor Hall, then at the pickleball courts! In that situation, I drove a golf cart around so I could manage all the back and forth; it was challenging, but we made it work!
We’ve talked a lot about teamwork, which seems to be at the core of working in your department. Can you tell us how you all work together as a team during services, and what you enjoy about that aspect of the job?
We have our different stations to work during each event, but often when one person is done with their specific task, they will help out another person with theirs. Or if one event is shorter than another and finishes first, their Captains call the other Captains to see if they need help, etc. We all share the attitude: “Ok, I’ll go there and try to help finish up and get everything done.” Often when someone sees another person is busy, they jump in and help. It’s nice when people do that, rather than have the attitude “Oh, it’s not my section or my area. I’m done with my task, that’s not my task.” I never hear that in Banquets.
It’s great that everyone really seems prepared to step in. It speaks to how your department does a good job of training everybody to be able to fill in where needed, too.
Yes, people are really good at adapting to different needs throughout our department. We have a lot of team members who have joined us that are open-minded and willing to help. There is a lot of mutual respect for each other. Our staff is comprised of a lot of different cultures, so it’s all about making sure you come across calmly, politely and not demanding when hoping to get some extra help. I love working with all of the different cultures because I feel like we learn a lot from each other, and it really provides an opportunity for us to grow as people in general.
To learn more about our Banquets Team, feel free to reach out to leadership: Laszlo Bodoczky, Director of Banquets, at [email protected] and Cynthia Harshaw, Assistant Director of Banquets, at [email protected].
