Even before a guest steps foot in Olivia, a beloved Denver Italian spot, the restaurant team is anticipating how to meet their needs. That means researching their profile so the guest can be greeted with familiarity, and preparing memorable moments, like a Champagne toast for an anniversary.
During service, a meal takes on the energy of a dinner party, with wait staff trained to act like a friend, offering extra tastes from the menu and reading cues from the guest to help steer the evening.
“We aim to provide a special occasion dining experience that offers the warmth and familiarity of a friend’s home,” says Heather Morrison, a co-owner of Olivia and the restaurant’s hospitality director. “We want people to feel seen as individuals, and our bespoke style follows from that perspective.”
The winner of this year’s MICHELIN Guide Colorado Service Award, presented in partnership with Capital One Dining, Morrison has mastered the art of hospitality over decades in restaurants and bars, beginning as a bartender in college. In 1995, she moved to Colorado, working her way up through dive bars and celebrated Denver establishments, before opening Olivia in 2020 with her partners.
A quote by Theodore Roosevelt has often served as a credo: “People don’t care how much you know until they know how much you care.”
“This philosophy guides us to lead with warmth, graciousness and genuine interest. Our staff’s extensive knowledge about the products we serve is imperative but must be accompanied by a genuine interest in the guest experience,” Morrison says.
The 15 or so front of house staff at Olivia are trained on the basic mechanics that make an evening seamless and elegant. But they’re also taught to intuit the kind of night out a guest has in mind, from a quiet dinner to a decadent tasting with extra attention from the sommelier.
“Our servers are trained to recognize these subtle hints and adapt accordingly. It’s about building trust and then guiding the evening to align with each guest’s desires,” Morrison says. “To me, good service means being a chameleon.”
At Olivia, frequent special events, like pasta-making classes and wine tastings, are another key part of the efforts to make the restaurant feel even more like a home.
“Making pasta combines art, meditation and the simple act of feeding oneself, creating a profound human bond when shared. Wine dinners offer an opportunity to share our passion with like-minded individuals,” Morrison says. “These events are about connection, learning and joy, allowing us to reveal what inspires us and invite guests to be part of that experience.”
At the end of the evening, Morrison says she hopes guests feel completely cared for – reflective of a good time had and eager to pencil in the next one. It’s the result of a key distinction she sees between providing service alone and offering hospitality, something that’s thoughtful and tailored, and can foster connection.
“Service is the operational side, but hospitality is the emotional connection, rooted in warmth, the ability to connect, anticipate needs and send guests away feeling better than when they arrived.”
Hero image: Austin Carson / Heather Morrison
Written by
The MICHELIN Guide
Dining and Cooking