“You look like this matches your personality,” Executive Chef Gavin Stephenson might tell an event guest at the Fairmont Olympic Hotel in Seattle. “It gives you a point of conversation and makes people feel special.” A mystery “chef’s choice" app isn't one pet appetizer but rather different small-plates.

Let's face it: Banquet service can be by-the-numbers, with a very particular protocol. But it's okay to stretch outside the paradigm. Hotel F&B's Bob Brown caught up with Amy James, director of events at the Bethesda North Marriott Hotel & Conference Center, and Doug Klein, director of events at the Marriott Marquis Washington, D.C. for their insight on better service in catering and events.