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| - TL;DR at the end.
Today is December 23, 2017. I had my name and number of people in my group (ten) written down on the waiting list and received the buzzer. I was also told that my entire group had to be present upon being seated at 10:00AM. Since three out of ten of us were still on our way to the restaurant, they would not have been able to make it for 10:00AM. We realized that and went back to see if we could change our seating time to 10:30AM. No problem. All was well at the time.
Pager beeped at 10:00AM and ran to the front desk with the buzzing buzzer in hand and handed the buzzer to the head hostess. (We were later told by our server that her name was Anna, so we will call her Anna.) Anna asked me if the rest of my group was with me. I said yes, they are walking towards the restaurant and will be here shortly. I asked the front desk if they were told about the time change (from 10:00AM to 10:30AM). They were not informed about it. I explained, "We have seven out of ten people who are present. The other three are running late due to traffic. Is there any way that we can push our time to 10:30AM as the man at the front counter outside marked us down for 10:30AM.". I was given a stern response by Anna saying-- this is not what she said exactly but it is along the lines of it--, "We can't push other tables who are in front of you back because of your group's sluggishness. Being stuck in traffic will take them about half an hour to get here. I'll have to cancel your table and bring in the next one". To her colleague Anna said "Bring in the next one".
Before I continue, I must explain that I'm clinically diagnosed with anxiety. This means that I'm easily anxious under pressure. I'm also not trying to get sympathy. I know how busy they can be. I understand the situation and that they couldn't help it. I'd also like to mention that Anna's attitude was not pleasant from the get-go.
When my group (same seven out of ten of us) finally got to the restaurant. I wasn't able to properly relay the situation to one of them at the time. Let's call her K. K was told by either Anna or one of the hostesses what happened. I was trying to calm myself down and K assured to me that everything will be alright, and that all I had to do was to relax and not worry. Anna had an awkward look on her face. I brushed it off. K then told Anna that I have anxiety. She said this to clear the air of things. Suddenly, Anna looked at me and said, "Well we don't serve people with anxiety. You better step back over there (near the exit) and chill.".
WOW, ANNA. Firstly, you don't serve people with anxiety? You just showed yourself as a prejudiced and ignorant human being. I don't care if you are like that as a person, you're AT WORK in the CUSTOMER SERVICE FIELD. You said this to a CUSTOMER. You're supposed to be professional in a workplace. Where did you customer service manners go? Anna somewhat lacks common sense it seems.
The remaining people in the group were close by. Anna immediately had a change of heart and said-- again, not exactly her words, "So since they're close by I can seat you now.". Anna, did you finally realized that you messed up and then you tried to sugarcoat the situation? Needless behaviour from a HEAD HOSTESS, meaning that she was technically the leader of the host crew.
On the bright side, our server Shanon (I believe that this is her name) as well as another server (my apologies, I forgot her name!) made the dining experience memorable. I should just forget about the Anna fiasco, but it must be addressed.
TL;DR:
Head hostess displayed horrible customer service (prejudice and ignorance against those with anxiety/mental illness) due to lack of communication within their team. Our table was almost canceled.
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