Wow. What a colossal waste of time.
We decided to take a small day trip up to the Alpine Outpost for a snack or lunch or whatever they offered on a Sunday afternoon around 2pm. I had read some time back that new ownership was coming in to breathe life back into the place and offer their fresh new take. I had never been to the old location, but we had always saved the idea of heading up to Tollgate during a decent winter day as a lazy Sunday drive/excursion.
My expectations were quite low (as they often are for local "mom 'n pop" spots around here), but the complete lack of any restaurant know-how was stunning and a disaster to watch.
Our greet was prompt and cordial and for a brief second, I thought we were in good shape. As meager and minimal as the decor was, it was still sort of cozy, with some wold game furs, a wood-burning stove and a decent size tv with the Pro Bowl on. Two more couples came in right after us, with maybe four other tables in the place occupied. One 6-top table was eating, with the other tables all waiting.
After almost 30 years in the industry, it didn't take long for me to assess how bad the situation was. I watched the older gentleman with the grey hair (who greeted us-maybe the owner?) slink behind the espresso counter with the younger barista away from the action and STAY there nursing his coffee. Amazingly enough, he seated my wife and I, and two other tables WITHOUT menus, and just stood there watching us wait for someone to greet us and drop some menus. My wife approximated 5-6 minutes had gone by while we patiently waited; that's when I started the timer.
Grey-beard now was making himself an espresso, but strangely enough continued to assess the room without helping, all while chatting up the young barista who also found it acceptable to just stand behind the coffee counter and do nothing.
My phone says we are 10 minutes in now. Grey-beard and young barista are now chatting away, oblivious to the fact that no one has greeted 3 new tables with menus and there hasn't been a noticeable server on the floor since we walked in. Finally, one of the couples that came in shortly after us gets up and demands some menus. This commotion draws the attention of a young male server away from view, who appears to come out from a kitchen and seems shocked. I too chime in and ask for a menu. Young dude is clearly flustered and shuffles a stack of menus and quickly passes them out to all the tables. 14 minutes since we walked through the door.
At this point, a solo customer across from us is clearly agitated with her wait for food and is in a heated conversation with a new girl I haven't yet seen, but clearly an employee that seems to be the 'veteran server' of the bunch. This draws the attention of 'young barista' who finally comes out to the floor to involve herself in the dispute. There are plenty of apologies and 'veteran server' is trying to explain that the 'ticket just disappeared in the kitchen'. The woman waiting is clearly beside herself, upset and is getting her stuff together to leave. Grey-beard continues to sip his coffee leisurely behind the espresso bar, watching everything without a care in the world.
"We're out" I tell my wife. "I've seen enough. This is going to be a mess".
We slowly begin to pack up, watching the two other couples who came in after us search for anyone to give them some sort of sign that they will eventually be able to get service.
As we left, Grey-beard seemed to flinch and seemed surprised. Almost as if he's not use to seeing people actually NOT accept this kind of nonsensical service standard. All while he casually stood aside and watched his 3 staff members struggle with 7 tables (only 2 had 4+ people at them and only 4 had given an order)
This is the kind of crap that kills these small town, cozy "mom 'n pops". Lack of basic know-how. Lack of professionalism. Lack of decency. Lack of teamwork.
It was certainly a waste of OUR time and I am actually embarassed that I thought it would be anything different then what it was. read more