I visited Walter's Tavern during the SHRM Annual Conference, arriving approximately one hour before…read morea FIFA match with the intention of enjoying a meal, cocktails, and networking with other conference attendees. As an HR Director with a background in hospitality, I tend to view customer service through a unique lens, and unfortunately, this experience fell well below expectations.
Upon arrival, a man who was later identified as General Manager Zack Zeisloft approached our party of three women and immediately stated that we likely would not be able to find seats. He did not introduce himself, wear a name tag, or have any identifiable attire that distinguished him from other patrons, so the comment seemed unusual and unhelpful. When we entered, however, there appeared to be plenty of available seating, with only a few tables displaying reserved signs. We selected an unmarked bench area and moved a single unused chair from a nearby table so that all three members of our party could sit together.
After we had already ordered food and cocktails and begun enjoying our visit, Zack approached from behind, leaned over our table, and loudly accused us of taking one of his reserved chairs, adding that it was "not very nice." The interaction felt abrupt, confrontational, and completely out of proportion to the situation. Because he had never introduced himself, we still had no idea who he was at that point. Had he approached professionally and simply explained that the chair was needed for a reservation, the issue could have been resolved in seconds.
When our server later checked on us, we mentioned that a man had approached our table and spoken to us in an aggressive manner about a chair. After describing him, she appeared unsurprised and commented that he could be like that sometimes. While I understand this was an informal conversation, it reinforced our perception that the behavior may not have been an isolated incident.
What was most concerning occurred afterward. Following our discussion with the server, the same individual returned to our table. Having been told by the server that his name was Zack, I asked him directly, "Are you Zack?" He responded, "No." When I then asked what his name was, he replied, "I don't know." At the time, we still had no idea that he was the General Manager. This response was dismissive, unprofessional, and inappropriate for any employee interacting with guests, let alone the person responsible for leading the establishment. I ultimately had to look up Walter's Tavern online after leaving to determine who he was and confirm his role.
To Zack's credit, he quickly located another chair, and we genuinely were unaware that the original table was reserved because it was not clearly marked. However, hospitality is not simply about fixing problems--it is about how guests are treated when those situations arise. Respectful communication, accountability, and professionalism should be expected from management.
The food, drinks, and service provided by our server were enjoyable, but the interaction with management overshadowed the entire experience. Guests should feel welcomed and valued, particularly when visiting an establishment known for hosting events and gathering professionals from around the country. Unfortunately, that was not our experience at Walter's Tavern.
