Service, no matter how it gets sliced it’s always about the service. I have trained staff in many different types of restaurants. From formal to diner to deli, the basics are the same.
However the other night we had relatives in town and the kids voted to go to a national chain restaurant that they like. The horror started with the beverage order, the server gets the order taken ok, however the delivery was a different story, the server places the first two drinks down and passed the rest down the table like we were at the ballpark. She didn’t even attempt to walk around the table. The kicker is that there was a Regional manager, and the GM, and later another manager joined them at the table behind us. They drank coffee and chatted and talked on the phone. The food order was also taken well, and just like the beverage order it too was passed down as if we were in a boarding house. It makes we wonder if it was just the one or if it applies to the entire company.
The server never came back, except that about 2 seconds after the food was down, she asked if everything was good. No refills, them manager never came by, as a Manager, if I saw an 8 top I always checked in on them, and thanked them. I think that is why Hotels, restaurants, independent or group, need to follow strict training guides and plans, I read lately where almost 50% of institutions have cut back on training. Maybe if they had trained the staff correctly I still would have critiqued them.
If you have a plan dig it out and review it, update it, and use it, we would be more than happy to evaluate and assist you if you need it. The service industry should be like the service, never stop training.
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