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Alex Murcia has a good memory. His job requires it. As he works behind the counter of the BWH Cafeteria Grill, the second cook often is required to remember up to eight food orders on the grill for hungry patrons.
“This job has brought out the best in me,” said Murcia, who previously worked as a cook in a local restaurant. “I get to talk to people and provide them with great food.”
During nearly four years on the job, Murcia has demonstrated quick skills on the grill and outstanding customer service in a cafeteria that serves as many as 4,000 customers a day.
Recently while preparing breakfast, Murcia worked swiftly and confidently, manipulating eight spatulas for customers’ orders. As he cooks, he draws imaginary lines on the grill to separate different types of foods.
“We’re very sensitive about the different diets people have,” he said. “Some people are vegetarians, so we are careful to keep areas separate.”
He and his colleagues also are sensitive about getting orders right and serving them quickly. “We’re aware that staff in the hospital don’t want to be waiting in line for a long time for lunch or breakfast,” he said.
“Alex embraces and understands the importance of customer service, which is evident from all the nice comments that I’ve received regarding him,” Cafeteria Manager Al Bissonnette said. “I strongly believe our breakfast business has steadily increased because of his performance. In an incredibly hectic environment, he succeeds because he cares about his job.”
Murcia’s customer service skills are tested frequently. A few months ago, a customer brought his own raw food and asked Murcia to cook it on the grill. It is against policy to put any outside food on the grill, so Murcia offered him an alternative.
“I offered to cook him something we had, and if he didn’t like it, I would pay for it,” Murcia said. “The customer never came back. I assume he liked it.”