One star (poor) review specifically for kitchen leadership.
Unaccommodating back-of-the-house leader makes it difficult for front-of-the-house staff to ensure guest satisfaction leading to an inhospitable guest experience, plus failure to accommodate dietary restrictions.
Let me explain.
My family and I chose to come to Krave'n on Sunday afternoon 5/21/23 around 3-3.30 pm, after my niece's high school graduation. We were eager to continue the celebration and enjoy our time together.
I desired a full sized salad, but all of the full salad salad options on the menu are served with chicken.
Since I'm vegetarian, I ordered the Santa Fe salad and simply requested to substitute a black bean patty for the chicken breast. My server kindly advised me that it might not be possible to accommodate my simple request but assured me that he would try. (To me, it didn't make sense because I often request this substitution at other similar restaurants and the kitchen staff is happy to accommodate.)
When our meal was served, I received a salad without chicken, and also without the black bean patty. I advised the server who brought my plate of my request and asked her to please bring out a black bean patty.
Soon, she returned to tell me that the kitchen manager had refused my request and that the only way I would be able to get a black bean patty is if I paid a $9 up charge or ordered the entire black bean burger meal.
At that point, I requested to speak to a manager.
While my family uncomfortably ate their meals in front of me, I waited for a manager to arrive.
When she arrived several minutes later, she repeated what I had already been told: Either pay the $9 up charge (even though the chicken breast had already been excluded from the salad) or buy the black bean burger meal.
Recognizing that the situation had reached the point of ridiculousness, I handed the salad back to her and requested that she remove the item from our check, which she was happy to do. She identified herself as the front of the house manager and shared that the kitchen manager was not willing to come out and speak with me.
All this to say: this one star review is really not about the salad or the black bean patty, since I didn't have the opportunity to enjoy either one.
Rather this review is specifically to address poor leadership and a failure to create a friendly and hospitable environment.
This review is also meant to call attention the stress and pressure that I could see that the front-facing staff must have to deal with on the regular, as I'm certain I'm not the only guest who's dietary restrictions have gone unaccommodated.
But even more than that, this review is meant to bring attention to the *experience* I had. I felt most unwelcome, as though the kitchen leadership couldn't be bothered with my dietary accommodation. Ironically, I was left feeling that my presence was an inconvenience or even an insult to someone whose job it is to create meals for guests!
My hope in writing this review is that the Krave'n leadership team will take a hard look at how they can make it easier for their front-facing staff to do their jobs well and for guests to feel welcome and appreciated, even if they have dietary restrictions.
Finally, I'll add this: My family and the front of the house staff were lovely and very understanding of my experience. I went home and made a grilled cheese sandwich, which was quite delicious.
If Krave'n leadership would like to come over and chat about my review and what can be done to improve guest experience and staff morale, I'm happy to make you a grilled cheese sandwich, too. read more