Imagine a restaurant that makes a mistake, and then another mistake. But instead of apologizing, they blame you and embarrass you in front of your guests.
Now imagine this restaurant's manager speaks to you and your guests like you are small children at a day care center. Instead of dealing with the party's point of contact discreetly - who is also paying the bill - the manager always addresses the full group, embarrassing the paying customer. It's an approach you might experience from a saloon bartender in a rough part of town.
That's what happened with the manager at Central Standard Drafthouse & Kitchen during my first - and mercifully last - experience.
My parents booked the private group room for their 85th and 82nd birthdays. Central Standard had managed to double-book their large, main level group room. We were put in a basement room, on either side of a long, rectangular table with a wooden beam down the center, and sections of glass on either side of the beam.
Unfortunately, where one fourth of our party were seated, the glass was not securely attached to the wooden beam. Fasteners that secure the glass to the beam in this area were missing, causing the glass to wobble up and down when even one hand was gently placed on it. I had visions of hot coffee sliding off the table and burning someone, utensils on the floor, etc.
Most importantly, I was stunned that any restaurant would consider this a safe or appropriate table to seat guests. I've seen people put a make-shift wedge under an uneven table leg, and this was 1,000 times more distracting and far more prone to accidents.
What's more, repairing the table wasn't given much urgency, even knowing the table was needed for guests. The manager said their preferred repair person wouldn't work on it for another 2 days. It would seem Central Standard feels that there is only one person in the entire city of Milwaukee who can repair this problematic table, no matter what the risk to customers.
When the issue was raised, instead of dealing with it discreetly the person paying for the dinner, our server told the entire party they had double booked the room (without any apology) and had attempted to reach my parents by phone, then chastising them for not returning the call to discuss moving the party to the basement with the broken table.
The main level of the restaurant is so loud that when we were waiting to be seated, I could not hear the other person on a phone call. In the basement we were the only table. We did a one-time loud family birthday toast/cheer, and the server quickly appeared to scold the entire group rather than handling it discreetly the point of contact for the group.
Never would I think this server - whose behavior was the antithesis of any manager I've encountered in the hospitality industry - would also be the manager. I went to the hostess stand, asked if there was a manager on duty and whether I could speak to the person. The hostess said a manager was on duty but repeatedly asked me what the issue was. I said I just wanted to address it with the manager, and the hostess kept asking what the issue was. Exasperated, I answered her question and was stunned to learn that the server treating us so shabbily was the actual manager.
As the manager was bringing out our appetizers, she asked the entire group if anyone had spoken to a hostess. I wasn't going to respond to her awkward, unprofessional interrogation in a group setting and risk her making another uncomfortable scene.
I went upstairs and attempted to clear things up with the manager. She scolded me for speaking to the hostess. I explained that the hostess insisted that I tell her what the problem was. Then she said she had given specific instructions that anyone in our group was to only speak with her about any issues. I explained that I was unaware of these instructions, nor had I ever heard of a restaurant only permitting guests to speak to a single person, especially in a multi-floor establishment.
It went further downhill from there, if you can imagine it going any lower. Central Standard may be a place to go to enjoy craft-brewed beer and spirits, but if you are accustomed to the professionalism, service, management and standards you normally receive at a restaurant at their price points, I would not recommend it. I definitely would not consider it for a special event. And if anything goes wrong or the Centra Standard makes a mistake, don't expect an apology or even empathy, because you won't get it. You may even be reprimanded for their mistakes! read more