I must start this off with saying that Hillside Spot is one of my favorite restaurants in town and I consider a pleasant hidden gem of the city! I like the food, the space, and the chai tea makes my world go round.
With that being said there are some serious reoccuring issues with this place that never seem to get fixed. I know its lame to rip on service because any server can simply be having a bad day on any given time you are being served by them. But they have some very consistent service issues.
First, they have a beautiful, young, eclectic staff that seems to move around very fast and work pretty hard. Sad to say, they are all learning the bad habits of each other and there is almost NO service factor present. The in general tone of the servers isn't friendly and they don't go above and beyond.
I could list one hundred ways to change this around but there is only one key thing that really needs to be noted. It looks like this place took out the middleman (bus boy) and the kitchen expeditor. That is great, servers don't have to tip out so they get to keep all their tips. But....now they are so focused on cleaning up they spend less time on other things. The lack of a true kitchen expeditor guiding where the food goes and putting the last minute touches on the food that goes out is killing this place. Most of the time you will find your server with his or her back turned to you while they are waiting around the island in the middle of their kitchen. Its so crazy to have servers waiting around for food when there is so much they can do.
Hire a kitchen guru. Have your servers helping out at the front handing out free muffin samples to waiting guests. Pick up straw and/or torta wrappers as people are dining. Fill that water glass before the end of the meal. Ask to heat up that pastry when someone orders it.
Come on Hillside. Go beyond just asking what someone wants and then throwing it down in front of them! I'm a huge fan and I'm rooting for you.