[Sandy and Ed]

Originally Posted by FredJacobs

I've been in food service. When I have customers "loitering" I have the busboy start to remove some dishes - just enough so they get the hint. If they are not getting the hint, after ten minutes I have the server ask if the check is ready. At the same time, I have busboy remove the coffee cups and some other items. By taking away the coffee cups they really get the hint. If not, I will approach them and tell them that I have customers waiting. It is rare that I have had an argument with a customer.

At the country clubs here in TV, they have a problem with large groups - 8 or so. Some of the group will come in early and ask to be seated. Then, they may wait 30 minutes or so until the last member(s) arrive. Setting up for 8 requires two tables. Having a few people at the table waiting for the rest of the group has set a table behind by 30 minutes. This causes a back-up in reservations.

The problem becomes compounded when the server shows up to take orders. Believe me, a party of 8 will take more than a few minutes to order - another delay. Now, let's suppose that this is a busy night and there is more than 1 party of 8. The server takes that table's order and now there are two orders in the kitchen waiting for food to be cooked, plated, etc. for 8 - AND it all has to arrive at the table at the same time. These large party orders set back the kitchen's time and now a table of two is waiting 40 minutes for their order to arrive and wondering why it is taking so long.

These are management problems and can easily be corrected.

1. Do not seat large groups until the entire group is present. If it is 15 minutes or longer, and the party is not complete, inquire how long to wait and advise that you will seat smaller groups and they will have to wait, Time is money!

2. Put space between group reservations. Do not book more than 1 group reservation for the same time. Spacing them out will increase customer turnover and give the kitchen a chance to catch up.

3. If a party is loitering start to bus the table and distribute the checks. We were a party of 8 at Harry's in Ocala. They did not accept reservations but said that we should call a half hour before leaving and they would be ready for us. When we arrived, they had selected this one table for us but it was presently occupied. I looked into the dining room and saw a group of 8 just finishing their dessert and coffee. OK, I figured that there would be about a 15-20 minute and we would be seated. No such luck. The table was not bussed, checks were not distributed and the party sat there for another hour. Management refused to give them hints and they had no plans in preparing another set-up. Needless to say, we never went back to Harry's.

Management of the front of a restaurant is just as important as the kitchen. The kitchen has an expeditor who assures that all order that go to the front are prepared quickly and complete before brought to the front. The host/hostess in the front must actually run the front - not just be a greeter.

Great response. “Host, Hostess” should be a good part of the solution