I had lunch at the High Horse restaurant on the second floor on a Friday. This is a review of the restaurant and lunch only.
They have some improvements to make which are attainable.
On entering for lunch, the customer journey is unknown. We should not be an explorer without a map!
In front of the stairs is a stand one would logically consult on seating. You would usually have a sign, which today should span languages, on seating. "Seat yourself" or see front-ofhouse person. But no, the stand in front of the stairs is not the front-ofhouse person. They are dedicated to providing utensils and napkins. How does a new arrival even know where the front-of-house person is?
Restaurant 101.
The front-of-house is behind the bar and not very attentive to new arrivers. New arrivers are your customers! That person is also the final bill person. By observation they seemed idle much of the time.
Next, the upholstery of my seat was stained. Either clean it to invisibility or replace it. Any restaurant should check the condition of tables and chairs daily. At this level of restaurant, it is basic. We are not a dive.
I was there for their loss leader crab sandwich special but ordered more, so I was not a loss leader customer.
Bring a real napkin because a dish with small pieces will have small pieces fall out. The server from the kitchen brought small paper cocktail napkins. Instead I had to get a napkin and fork from the utensils and napkins cart myself. I guess, oddly, becoming familiar with where napkins were, thinking they were front-of-house, was useful in disguise!
No refilling water.
The dishes seem to be served by kitchen staffers.
There was no checking on customer experience mid-meal or on billing. "Is/was everything OK?" Wow! I would have told them what I am writing.
The menu was pretty standard today in items and price. I would say my sandwich was unnecessarily salted. I'm in favor of flavored by ingredients.
I would say this is a fine hotel bar among many choices downtown. It is on the second floor, aside from the stains, pleasant, and there are public spaces in this hotel for meetups and meetings.
But it needs a review of customer experience design, who does what, and the customer journey, stat. If Marriott is doing this nationally, they are failing. Good design is not expensive, it can operate at any price point. Maybe robots will improve things?
None of the staffers should be blamed, it is design and management which are lacking. read more