The Diego Masciaga Way

Lessons from the Master of Customer Service

by Chris Parker


Diego Masciaga is a legend in the restuarant and hospitality business, having been the Director and Restaurant Manager for the Waterside Inn for over 25 years, one of the most influential restaurants in the world. The Diego Masciaga Way explains Diego's philosophy and his very practical approach to understanding, creating and, more importantly, maintaining exceptional customer service. The book also provides a thorough and practical explanation of the nature and value of service, delivering a unique range of real-world examples for the development of the essential personal and team skills and processes necessary to provide exceptional customer service.

The book boasts forewords from Michel Roux and Heston Blumenthal, as well as endorsements from renowned names such as Alberto Gozzi, Sir Clive Woodward, Peter Jones and Silvano Giraldin.

"Diego is the master of service! If you want to know what service is all about read this book!" - Silvano Giraldin, Director, La Gavroche

Rights Information

World rights available.

Marketing Information

Diego Masciaga and The Waterside Inn are world renowned for their excellence in the restaurant and hospitality fields. The Roux family own and run businesses as far afield as Vietnam. Diego has served global leaders, royalty and film stars.


“The skill of Diego Masciaga is a demonstration of the pinnacle of the profession – a capacity to express, with a very personal and unique touch, the poetry of Service. That’s why I love Diego Masciaga.” - Alberto Gozzi, Presidente HOSPES  “La Scuola di Stresa”

“It's often struck me how a team in a kitchen and front of house such as the Waterside is no different to an elite sports team. It is their ability to operate at a high level when under pressure that the Waterside does so well which is the key characteristic of any high performing team. This level of attainment starts at the top and is due to the standards and culture set by those in Leadership positions. Diego understands and epitomises this better than anybody else with his uncompromising approach and legendary attention to detail. This book is a must read for anybody who is interested in delivering exceptional performance.” – Sir Clive Woodward, Founder & Chairman of Captured

“Diego Masciaga, a Master in his field!  For me, Diego epitomises the essence of fine service. At the heart of it all, it is Diego's deep sense of caring and belief in the will to please and the achievement of nothing less than perfection, consistently all day, every day!” - Edward Griffiths CVO, Deputy Master of the Royal Household

“Diego is not working to a script but relying instead on an intuitive definition of what Service should be. A remarkable man and a remarkable story to tell.” – Sir Michael Parkinson, broadcaster, author and journalist

“Diego is the Master at making sure every customer feels like they are the most important guest of the night. He serves his customers in a way that lets them know from the outset that they are the most important people in his world. Add to this a truly "genuine" tone to his attention and you have what can only be described as having come into contact with "THE GENERAL" when it comes to Customer Service. No one, anywhere does it better than Diego.” – Peter Jones CBE, entrepreneur, business leader and presenter

“When I think of the warmest welcome, the best service, the pinnacle of hospitality, I think of Diego Masciaga.  He is the greatest maître d’hôtel I know. He is an inspiration to all of us in the hospitality world and he is a wonderful man. I thoroughly recommend his book to all students of hospitality and indeed anyone involved in service.” - Alastair Storey, Chairman of hospitality business WSH

'Diego is the Master of Service! If you want to know what Service is all about read this book!' - Silvano Giraldin

“They don’t award Michelin stars for service, nor for maître d’s, but they should. Diego stands alone, worthy of not a mere three stars, but a constellation…” - Sir Terry Wogan, broadcaster and presenter

“Service is not a career for Diego, it is him.” - Michel Roux, O.B.E., Global Ambassador, The Waterside Inn

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Bibliographic Information
  • Pub date: November 2014
  • English
  • 9781909273481 / 1909273481
  • Hardback
  • Primary Price: 12.99 GBP
  • Pages: 192
  • Urbane Publications Ltd
  • Readership: General
  • Publish State: Unpublished
  • Edition: 1
  • Dimensions: 198x129 mm
  • Illustration: 0