I've been going to Trident at Williams Center since it's opening. My Wife and I have always enjoyed the food and service that is provided by the restaurant. The staff is generally very friendly and welcoming whenever we arrive. There are a few members of the staff that usually recognize us and stop by the table to say hello whether or not they are servicing our table.
But on recent visit with friends I was very disappointed in the service and attitude of our server, Marissa. From start to finish, she gave me the impression that she wasn't at all interested in taking care of us. Her greeting was abrupt and without even a smile. Approaching a table with the line "can I get you something to drink" is a poor way to start a dining experience. I took the initiative to say hello to her since she didn't even say hello first.
Next step was receiving our drinks. Two people at the table ordered Pellegrino, both asked for lemon and one asked for very light ice. What was delivered to the table were two plastic cups filled with ice and Pellegrino without any sign of a lemon. She also placed the single bottle of the remaining amount on the table. Before we were able to ask about the second bottle, she was gone in a flash. It was a while before she returned to take orders. Again, I got the impression that she had no desire to take care of us by her rapid order taking. Normally I'd look around the room to see if she was weeded, but there were two other servers on the floor with a total count of about 8 tables in the room. I'm not certain what the policy is on taking an order at Trident, but she didn't write down any of the orders (which always makes me a bit nervous). One reason I know that the order wasn't input properly is because my Wife's special request of her food was not accommodated.
When our food was delivered, I asked the runner for another drink which did not seem to be messaged to our server. After a first few bites of our meal, I became impatient for my beverage. So I excused myself from the table to go the the hostess stand and ask for my drink and extra napkins.
The napkins arrived right away, but I still had not received my drink. Finally, my drink was delivered and I was told that "the keg ran out so here's a fresh glass of cider for you" (no apology for the delay).
This is where I should mention that I was in the restaurant business for 40 years, so I have a clear concept of good service in any style of restaurant.
I mention all of this so that my observations can hopefully be used as a training tool. Out of the many visits to your restaurant, we've only experienced poor service on two occasions, so as I said in the beginning, we've generally enjoyed the food and service.
I'd like to mention one more thing before closing. One constant whenever we visit is the outstanding service provided by George. This guy never stops moving, always smiles, and is always very gracious with us when we dine there. I've never seen a male server in your establishment, but if you ever decide to use male servers, George should be at the top of your list.
We will certainly continue to patronize Trident because we truly like it there. So please don't think of this as a loss of business, but a tool to raise the bar of service.
Thank you. read more