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| - We dined here this evening and I had such high hopes for this place, mostly because I've been to the location at Boca Park and the service and food is always great.
Being restaurant managers and coming from food service backgrounds ourselves my boyfriend and I tend to take it easy on our fellow comrades, but this was a little crazy. The only reason we are giving one star is because we could tell most of the issues might have been resolved if the poor waitress didn't have so many tables in her section.
To begin our party was a surprise dinner planned by myself and a friend for her husband. Everyone was to arrive by 6:45 and the birthday boy was to arrive promptly at 7pm. At 6:53pm the hostess came over to our table where 95% of us had already arrived and had our drink order taken and told us that there was a miscommunication and that that table was for another party arriving shortly. According to her our table was ready outside. I asked her if we could make the switch RIGHT AWAY that we would go. She assures me it is, walks out to the patio (maybe unaware I was following her) and proceeds to look bewildered at the scattered empty tables and heaters. Long story short, the guys in our party rushed to put this table together, our table had 2 heaters for 15 of us, we did not receive menus/share plates/silverware for quite sometime, and our server took even longer to take our food order.
IMPORTANT NOTE: I was not going to write a YELP about this experienced as I noticed all the tables the server had inside (and, again, I tend to take it easy on industry in situations like this), but the kicker came when I politely pulled the manager aside to give him a friendly heads up about the situation and he took zero blame and made no apologies. According to him it was entirely the servers responsibility to ask for help and as far as he was concerned all the tables he saw of hers were doing good (although he mentioned the only table he didn't know about, conveniently, was ours). Interesting to know given that I walked to the restroom and host stand several times for separate reasons, keeping my eyes peeled for a manager that was never there. In my professional opinion it is NEVER OK to make excuses to your guest and blame your staff. Was this guy serious? My intention was to give him a friendly heads up as a fellow restaurant manager and instead I left feeling more disappointed and a little bit disgusted.
My hope is that this particular manager reads this YELP and realizes the effect of his words and demeanor. Customer service rule #1 : The guest is always right. (even when they're not) and in this case we definitely were. Not sure I care to give this place another try in the near future. Hope this helps GM (I'm assuming this manager was not the GM).
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