(Tudor Room)
There's some general principles of how to run a successful service industry business that are generally universal. Customer service, hospitality, good manners, patience and professionalism. This place demonstrates none of them.
During the course of the meal, the serving staff had no consideration. Rather than gently announcing that a course was about to be served, guests were corralled to their seats with calls of "get inside, we're not serving until everyone sits down." This happened on three occasions personally, one in which the usher attempted to grab my arm.
When plates were brought to the table, the ladies were not served first, with plates going to empty seats and randomly across the room as opposed to by table. This left half the table with their food becoming cold whilst the other half waited ten minutes or more.
In general, the serving staff looked as though they had no interest in being at work. I know that serving a roomful of people isn't easy, and that it is draining. I don't think a smile and a bit of professional courtesy is too much to ask, especially considering the event was comprised of adults ranging from 30 to 75 years of age. In short, not a single employee looked engaged, with a select few (including the bartender) looking outright spiteful.
While it is completely understood that SmartServe rules must and should apply. The bartender was more often than not found chatting to other staff, on 'break' smoking, and generally acting as though doing her job was an inconvenience. On more than one occasion she raised her finger to a guest so that she could finish her text message rather than doing her god damn job. Orders were made incorrectly, drinks were watered down and I directly witnessed the bartender pouring a bottle of off-brand vodka into an expensive name-brand bottle.
The meal was presented well considering that corners were obviously cut in terms of produce supply freshness. Given the per plate expense, there is no excuse. There was no risk of the meal being undercooked as the vegetables were boiled to a slop, while the entrée was left tasteless and tough. In some cases, guests were told to reuse cutlery rather than inconvenience the staff having to bring out new utensils.
While spacious and well set, the sheer number of limitations and rules set by the house is suspicious. During pre-booking tastings only certain plates are able to be sampled, and for some reason, only two people are allowed to be present during the booking itself. This means that young people who have no experience booking a venue would be easily manipulated by the house.
At the end of the night, a great deal of external decoration remained from the event. While everything immediately removable was packed, some items weighing over 100lb remained. The manager complained to the Bride (who was icing a twisted ankle) and suggested that she get a few "strong guys" to lift the decorations into a panel van. Under normal circumstances this would be fine except that everyone happened to be dressed in formal attire (it being a wedding). When it was explained that the men were not going to ruin their suits just to convenience the undeserving bint, she muttered an insult under her breath.
Given that the staff were completely disengaged from their work, and displayed a level of enthusiasm normally demonstrated by petulant teenagers, they'd likely find a more fulfilling career in the fast-food industry as it seems to match their expectations and class.
Of the good things:
- The washrooms were new and clean.
- There was no water damage on the ceilings or dance floor.
- The staff were at least contractually motivated enough to wear uniforms.
- At least half of the arbitrary rules were listed on cards.
- No one (to my knowledge) was ill from the food.
- I did not hear of a single guest complaining that they were too cold. It being July, this wouldn't normally seem difficult, but I figured I'd lower the expectations of "Boaden's" to something achievable.
- The enigmatically named "Tudor" room hasn't been renovated in 20 years, providing guests with a unique time-travelling experience, bringing them back to the era when the Boaden's serving staff last showed interest in their work and the visible signs of joy.
If this is how they manage a wedding, I'm terrified to know how they manage their child-care business.
Fortunately, the wedding was a success due to the efforts of the wedding party itself and the charisma of those in attendance. My enjoyment of the wedding has absolutely nothing to do with any effort (or lack their off) provided by the venue.
If pressed, I would begrudgingly suggest Boaden's as the venue of choice for an office termination farewell event, or perhaps a funeral wake for a vague acquaintance no one particularly liked. Although the place smelled of mildew, so that might be too much as well. read more
