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| - Updated 3/12/2014. Both the assistant manager on duty the night of our dining and the managing director, Kevin Hommert, called to discuss the disappointing service. Kevin was very open and non-defensive. He's made a few changes already to the table cleaning process and seemed very committed to improving the service level through better staff training. I wasn't asked to change my review, but I moved it up from 2 to 3 stars to reflect the outreach and positive attitude.
OK Food - Combined with the Staff Training of an Average Fast Food Restaurant .
Often, I think the host position in restaurants sets the stage for the entire meal. How many times have you walked into a restaurant, only to find the hostess staring at the seating map? Hello? Hum, maybe I'll check my phone for messages..... 'Oh Hi!'
That's how our dining experience started at Outback. It's not a big deal, but if I ran a restaurant, I'd have a greeter and someone working the table map. It's an easy way to differentiate your restaurant in a crowded market.
Anyway, we were asked to wait a couple minutes while they bussed a table.
Well a couple minutes turned into 10 or more minutes, so I got to watch the table busing process at work. At this Outback, table busing is done by the assistant hostesses. Behind the hostess stand, there's a napkin on the floor with a bucket of disinfectant solution. Once the assistant host is done busing the table they drop the cleaning rag near the bucket, grab menus and seat the party. Sometimes the rag lands on the edge of the napkin, sometimes partly on the floor. Doesn't seem to bother anyone doing it, but I doubt it would meet with the approval of a health inspector. It certainly can't impress any customers who notice.
Anyway, back to our wait. Several new parties walk in and are seated, so I approach the hostess and ask if she's forgotten about us. She looks confused and surprised. It's obvious she has - and we were quickly seated on the other side of the restaurant. Our table hadn't been cleaned properly, so my wife had to wait another 7-8 minutes or so until our waitress arrived, as she had been getting drinks for a large party. We asked to have the table cleaned. She immediately asked the hostess stand to send someone over. They grab the rag off the floor and head over --somewhere else in a big hurry. Meanwhile she takes our drink order and food order - still no table cleaning. We ask again. She asks again. An assistant host heads over with the rag from the floor. I ask for a clean rag, not one off the floor - or 'off the napkin on the floor' - as they put it, and eventually we have a clean table - well at least it's not sticky any more.
Food was OK. Waitress did a great job trying to make things right. The hostess came over at the end of the meal to apologize for the rocky start, and offer desert. I told her that was very nice. I don't think I've ever had a hostess come over and apologize, so I thanked her. She offered desert again. We declined again. (We can't have it for health reasons.) Nice service recovery until she got up to leave. As she walks away, she has the oddest expression. I think it was something between wanting to roll her eyes, (but she didn't) to being frustrated by us not accepting the 'peace offering', to confusion as how someone could possibly turn down desert.
I wish restaurants moved beyond 'free desert' as the solution to all problems. Not everyone is looking for a freebie. Most people just want great food, and good service from a well trained staff. Where was the manager in all this? I don't know. I didn't ask to speak with one, but a good one would have come over early in the dinner. I don't know, maybe the hostess was the manager, but she seemed a bit young and running the host stand certainly doesn't leave time to make sure things are running smoothly.
I sent Outback a similar review, but they haven't acknowledged it or responded to me, which tells me the lack of customer engagement is probably systemic. Outback is part of the Blooming Brands chain of restaurants. Other brands include Carrabba's, Bonefish Grill, Flemings and Roy's. Flemings has good food and excellent service. But, I guess I just don't get the Outback, Carrabba, Bonefish Grill model of moderately expensive food paired with mediocre, inexperienced service.
If you're going to drop $100 on a steak dinner do yourselves a favor and avoid chain restaurants, especially those with inconsistent management. Food was OK, but with the exception of the nice waitress, the staff was about as well trained as your average fast food restaurant. Not a good situation when your bill comes in near $100. Find a good independent steak house and pay the extra bucks. It'll be worth it.
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