I came to the restaurant to make a booking for 8 people to celebrate my birthday on my actual birth date. A table was booked but the floor staff, Alex, kept asking if I can change the time from 7.30pm to 8pm. Since I am not an aggressor and an understanding person, OK, 8pm is fine.
On my actual day, the same floor staff, Alex, rang me up and asked if i could postpone the time to 8.30pm. I said it's not possible as everyone is being notified. He goes "well it's fully booked and busy." In my mind, "hello? i didn't make my booking this morning nor did i make it last night." I kept myself quite and he said "it should be alright".
I asked "if i have a few more friends coming, let say 1 or 2, is it alright to get a few chairs for them?" straight no was the answer but then he said "i will see what i can do".
When i was at the restaurant, I brought my cake there and asked if they could serve the cake when the meal is finished. The same floor staff again said NO. I went "OK, you don't have to cut the cake but can you give give me the knife and plates. so we can serve it ourselves". He goes "NO. we don't serve cakes here."
He then told me I SHOULD HAVE asked if they serve cake before making the booking.
What the?! I am not the only one who has a birthday dinner there. Before me, there was a table for 16 celebrating theirs. And, after that there was another table for 6 celebrating their birthday. I have already told the him, Alex, that the booking was made to celebrate my birthday and you as an experienced restaurant server should have known anything better than customers. He could have told me if cake can be served or cakage fees will be charged or corkage fees will be charged. What kind of service is this?!
Then I walked away from the restaurant and he rang me if I still want the table. I kindly said "no i would like to head to a place where i can have my cake". He goes " it's so unprofessional to leave the place like this. I have reserved the table for you for 8 people" then he hang up. What the?! What kind of attitude is that?!
To me, no matter how good your food is, customer service is the utmost important. Because of your sick attitude, unprofessional service, i will never go back again. And, you've just lost 300 bucks of business that night.
*Reputation is hard to earn but easy to destroy. Once customers are lost, you can never get them back*
Note: I have worked in a semi-fine dining restaurant before when I was in uni and my friend is a 300-seat restaurant manager. We both shake our heads and completely disagreed that service shall be in place anywhere in town at all. read more