The owner desperately needs a lesson in customer service. The order of service is woefully lacking or non-existent, and this can only be traced back to poor leadership and training on the part of management. We were seated without water or menus, and had to...wait for 15-20 minutes before we were attended to. Thankfully the beverage services was fast and we were able to consume a bottle of wine over the course of the next 25 minutes without any further attention being paid to us.
My mother was able to get the attention of the owner—who had just asked a table of two (who had, to be fair, just finished dinner) if he could use their table for another customer—and he came to our table.
His excuse was that they were busy and that they had several unexpected walk-ins arrive in a short period of time. Unfortunately the conversation devolved and we were eventually asked to leave.
As a hospitality professional with over ten years in 5* accommodation, I would be remiss if I didn’t provide some constructive feedback so the owner can avoid this occurring again.
1. It is never the customer’s fault or burden that you are busy, nor is this ever an excuse that can be used to justify slow service.
2. If you are busy, it is your prerogative to ensure service is as efficient as possible. While seating customers during busy periods, advising your customers of delays and thanking them ahead of time for their patience goes a long way.
3. Do not avoid making eye contact with your customers. In fact, do the opposite. Touching base regularly with your customers (just a few seconds) and assuring them you are actively working toward assisting them does not make them feel ignored.
4. As a host, it is your job to manage complaints and defuse situations, not escalate them.
I hope you will take this feedback as it is intended, and perhaps one day we will return and be able to leave a five star review.More