The Lantern Restaurant - Belfast, Northern Ireland
Horrible…read moreHospitality... Good Food!
Unfortunately, our experience at The Lantern was one of those situations where the food was good, but one person's service completely ruined the restaurant for me.
We had a 5:45pm reservation and arrived a few minutes early. We were greeted by a gentleman who I assumed was the restaurant manager. He showed us to our table, explained a few specials, and gave us a moment to look over the menu.
When he returned for our drink order, things started going downhill.
I ordered a Jack & Coke. Simple enough. He immediately suggested that since I was in Ireland, I should have Bushmills instead. I've had Bushmills before. It's a good whiskey, but it's not what I wanted with Coke. Still, I went along with his suggestion.
Then he brought the Bushmills neat!
My brother-in-law actually had to ask him for the Coke. If I'm choosing to drink whiskey neat, a 10-year-old Bushmills would not be my choice. I know what I like, and I ordered what I wanted.
For dinner, I originally considered the ribeye steak but decided to keep things simple with fish and chips. My meal included a starter, so I chose the Potato Leek Soup. The soup was completely puréed and very watery--no chunks, no texture whatsoever. The flavor was fine, but personally, I prefer some texture in my soup.
The fish and chips, however, arrived hot and tasted very good. I wanted some malt vinegar, but by this point I was already minimizing my requests because I simply didn't want another interaction with this gentleman.
Then came the moment that absolutely blew my mind.
As we finished with some of our drinks, I stacked the used glasses together so the staff could easily see they were finished and collect them. There was still some Coke remaining in the can they had given me.
This man came over, UNSTACKED THE DIRTY GLASSES I HAD ALREADY STACKED FOR THEM TO TAKE AWAY, grabbed the can of Coke and, WITHOUT ASKING ME, poured the remaining Coke into one of those dirty glasses for me to finish drinking!
WTF?!
I just sat there looking at what had happened.
Those glasses were done. I had stacked them because I was finished with them and expected them to be taken away. Instead, he unstacked them and decided, without saying a word to me, that one of those dirty glasses was perfectly fine to pour the rest of my Coke into and hand back to me.
I'm an American visiting another country, and I'm very aware that Americans sometimes have a reputation for showing their asses abroad. So I chose not to make a scene. But make no mistake--I found that behavior completely inappropriate and unprofessional.
I've spent decades in the hospitality industry and currently work at the director level. Food & Beverage is also an area I know very well. If one of my employees took glasses a guest had clearly stacked to be removed, unstacked them, and then poured the guest's remaining beverage into one of those used glasses without even asking the guest, we would be having a VERY serious conversation about hospitality, judgment and basic guest service.
And just for perspective: the whiskey on my own private bar starts at around 15 years old. I enjoy whiskey. I know what I like. I don't need someone pushing me away from the drink I ordered simply because they think I should drink something else while visiting Ireland.
The other members of our party didn't receive exactly the same treatment I did, but they absolutely witnessed what was happening. The women working alongside him were perfectly pleasant and graciously handled a few of our requests.
That's what makes this review unfortunate: the food was actually good.
But hospitality is about more than putting good food on a plate. It's also about making your guests feel comfortable, respected and welcome.
I did not feel that way.
Would I return to The Lantern? No.
Not because of the food.
Because one waiter/manager managed to turn what could have been a very nice Belfast dinner into one of the strangest and most uncomfortable restaurant experiences I've ever had.
Good food can bring a guest through the door once. Good hospitality is what brings them back. This experience guaranteed that I won't be back.