Urban Hill has quickly established itself as a culinary standout, garnering numerous awards and nominations, including recognition from the prestigious James Beard Foundation.
The restaurant offers not only exceptional food but also a remarkable level of service and hospitality, thanks in large part to General Manager Jessica Johns.
With the difficulties faced by the restaurant industry in late 2022 due to the pandemic, Urban Hill emerged as a beacon of hope, providing guests with a thoughtfully crafted dining experience from the moment they walk through the door.
My first experience at Urban Hill was a testament to the revival of hospitality.
I visited incognito just days after their opening, not revealing my presence to anyone.
As I observed the interactions around me, I noted a server gracefully folding a discarded napkin left by a diner who had stepped away. This small, unobserved act was a perfect illustration of the attention to detail that defines Urban Hill.
During another dining experience, an accidental spill of water was quickly and gracefully managed by the teamwork of the staff.
The bar manager, along with two other servers and a cook from the open kitchen, sprang into action, turning a potential mishap into a seamless recovery.
It was a moment that highlighted the synergy and commitment to hospitality that Johns fosters within her team.
Jessica Johns’ passion for restaurant management is deeply rooted in her journey through the industry, beginning as a host at a Mexican restaurant in Ogden.
Her experience has been enriched by a series of roles in various establishments in Ogden and Salt Lake City, leading her to her current position at Urban Hill.
In her words, “I found a way to combine my skills and passions while creating spaces where relationships are made and built,” exemplifying her belief that hospitality extends far beyond simply serving food.
She emphasizes that every meal shared often becomes the backdrop for significant life moments, from first dates to anniversaries.
Our shared history dates back to college, where we took an event planning class together, and her meticulous nature was already evident.
Johns’ insights into the sociology and psychology surrounding food and connections reveal her understanding that dining is a communal experience.
Moreover, she notes that while everyone must eat, the choice of where to dine is a privilege that a restaurant must earn.
A hallmark of Urban Hill’s service culture is its emphasis on teamwork.
The venue promotes pre-shift meetings, biannual town halls, and cross-training initiatives, creating an environment where staff members are encouraged to go the extra mile for guests.
Johns mentions, “The biggest compliment we receive is when guests tell us, ‘Wow, it seems like your team really loves each other and has each other’s backs.’ It’s like a choreographed dance.”
At Urban Hill, the collaboration doesn’t solely come from the top down; the staff is empowered to share their ideas and contribute to the restaurant’s vision.
For instance, one team member proposed taking Polaroid photos of guests during special occasions, allowing for lasting memories.
In another memorable instance, a couple celebrating their 20th anniversary received not only a bottle of wine arranged by a family member but also a thoughtful surprise involving their wedding song.
The team orchestrated a recreation of their special day, playing the couple’s wedding song as they celebrated in a private room, highlighting the lengths Urban Hill will go to make diners feel valued.
Johns states, “We want to make people feel special and if we can strategize it and systematize it, even better.”
She believes that fostering an environment where guests feel appreciated also serves to support her team.
Her philosophy is simple: when both guests and staff feel valued, everything else falls into place seamlessly.
At Urban Hill, the ultimate goal is to enrich the community by strengthening connections through the shared experience of food and drink.
The dedication of the front-of-house team at Urban Hill is evident in their ability to not only serve high-quality meals but also create memorable experiences for each guest.
Their commitment transforms dining into a cherished moment, embodying the essence of what true hospitality should be.
image source from：saltlakemagazine
