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| - Let me just start off by saying, this was my first time at this resort and was pleasantly surprised until my experience at Vig Deli with "chef Rene", if you could even call him that.
I was traveling with parents and grandmother this weekend and we decided to come downstairs to get some dinner before hitting the slots. This restaurant has a large menu which makes for a very busy kitchen--I get it. So after waiting 20 minutes from the time we ordered, our order was finally called and everything seemed fine except they were missing our order of fries. My mother took back the tray to our family and I offered to wait. There was a gentleman next to me waiting for his food as well and said "I don't know why they don't just give you my order of fries", since his food was sitting getting cold as it had not been called out for him yet. He said there were items missing so it made sense. I just looked at him and said "that's okay sir it shouldn't be much longer, it's just some fries". Well, boy was I wrong.
I waited maybe ten minutes and my mom came back up to ask the woman handing out the orders about how much longer. The woman working asked good ol' "chef Rene", how much longer and he asked the order number and "what are they waiting for". Now, mind you this kitchen layout is not great for staff or customers because you hear the interaction between the cooks and it's of course a lot of yelling and can sound abrasive although they're doing their job. Well, here's where I got upset with the customer service at this restaurant. "Chef Rene" came over and slung the fries at us. Now, when I say that, I mean it as the basket almost flew off the counter and fries flew off and hit my mom waiting there. He said "here are your fries", with an awful attitude as he tossed them off. It was so rude and honestly just a d**k move in my opinion.
Everyone waiting for their food saw what happened and I wish I was kidding, but I heard people gasp! Because they were really surprised by the action. All he had to do was say, oh I don't know, something along the lines of "sorry for the delay miss, enjoy" or "thank you for your patience, here are your fries". I get it, it's a basket of FRIES, but that's not what it's about, it's about the customer service. Now I work in hospitality management for Marriott International and something like this, would have a "chef" gone in our brand. THAT, is not how you gain customer satisfaction. But what makes it worse is that I walked over to him, asked his name as he replied "chef Rene". I simply asked "is there a reason you had to sling that at my mom with such an attitude?" The guy wouldn't even look me in the eye, let alone say sorry. He said "we're really busy and I have a lot of orders". Uh, well yes I get that sir since you're working in a restaurant in Las Vegas---makes sense! I stood there and I said "wow, you won't even look me in the eye. You won't even apologize will you?" He said "if you're upset, write a letter! WRITE A LETTER!". Yea, a grown man calling himself a chef, yelling this at a young female and her mother in front of not only customers, but his staff as well.
Absolutely ridiculous. He found it more logical to yell at us to write a letter than simply apologize; is it honestly that difficult? "Chef Rene", I could care less what your background is, or how you got to this position in your career but what I do care about, is your lack of respect in the way you treat people. If you can't take the heat, then get out of the kitchen; literally.
This honestly ruined our dinner experience there and I felt bad because the other people waiting felt involved as well and it may have made them feel uncomfortable. His actions and his words were nothing less than rude and nowhere near hospitable. You work for a restaurant inside a resort sir, what do you expect. To me, regardless of your position in that hotel, it comes down to how you treat your guests and if they will ever return, and based off of mr chef Rene, I might just take the extra drive and pay more to be on the actual strip where I have never experienced this kind of treatment.
It all comes down to how you treat other people, and actions always speak louder than words. In this case, he made it evident that he's horrible at guest satisfaction in both actions and communication.
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