Vent about receptionist at Mallory
 

Today twelve members of my tennis group had our monthly luncheon at Mallory. We had a reservation for 11:00 and were the first to arrive. Because the person making the reservation had asked for an indoor table, they refused to change us to the outdoors even though there was no one there. The reason for the refusal was that they had set the table indoors. Each of us complained to no avail. The person making the reservation had tried to call earlier to change the reservation to outside but they did not answer the phone. The food and table service was excellent but I believe the woman at the podium needs to be schooled in customer service. We should have told her to cancel the reservation and then asked for outdoor seating. And of course it was a Chamber of Commerce beautiful day. Ugh!

Sorry but you know if that's the worst thing that happend to you today you had a pretty good day.

I agree.....the food and service was good so not being outside is the "only" complaint, Oh.my!!! I suspect it was a policy issue. Did you try to speak with management??

I have known the OP for nearly ten years now and this is the first complaint I have ever heard from her about anything.

I think it is an issue. I think that young woman needs to have an attitude adjustment.

It could have been a staffing problem.

One of my all time pet peeves about restaurants is the person at the entrance with a clipboard who immediately wants to "show you to your table". Why can't I sit where ever I want, and let the staff adjust? If some restaurants can do it, why can't others, especially when the restaurant is obviously not busy. Just one reason why I don't go to restaurants very often.

The main reason for the hostess to seat you is so that the servers that are on duty are given their fair share of tables. Which in my opinion is the right thing to do and fair to each server.

I agree, and I wonder if changing this group to outside would have caused a waitstaff problem. Of course, they could have simply explained that to the group instead of creating hard feelings...

Let's not forget that this is prime season and restaurants get very crowded. This employee was given instruction in anticipation of what was to occur during the lunch period. She had to consider how many tables of four, two , eight...... Factor in how many diners linger after eating and it gets more complicated. Essentially the OP had only to consider her group but the employee every group, couple ...

Frankly I prefer inside because too often outside dining means flys to me:D

what part of being the customer and the restaurant being the service provider am I failing to understand!!
first of all OP said Mallory was not busy...if they had told the group we are sorry but the outdoor area has been booked in 30 minutes I could see that for an excuse....when we dine out I specifically ask for outdoor area if available and if indoor I would like a booth....if I was ever told ....sorry but the next server up is not assigned to there, I would say have a nice day and leave

ureout: I believe we have a philosophical difference . First the OP was not privy to the restaurant's bookings, etc. , nor were you. The restaurant may not have been busy at that moment in time but perhaps a few minutes later it was booming with customers. but more to the point........

I do understand that the customer is always right, however, with this caveat. Too often at restaurant, on cruises, hotels hospitals, etc. I have noted customers who have been rude, unnecessarily demanding and very dismissive of employees.

As one poster's edit signature states "it don't cost nuttin to be nice"

I've gone out of my way to approach employees who have handled demanding diva's with grace, style and a smile including on cruise lines, in hospitals, in stores and at restaurants and told them how impress I was at the intelligent manner they handled the matter.

One thing further, at the age of most villagers we ought to be thankful that we can still walk into a restaurant. It was a non-event

Personal Best Regards:

but you may have had a wait and not realized why. For instance, there are many times people complain that there are empty tables but can't be seated. They usually don't say "We don't have a server for that area," or "That area already has enough customers for the server to handle." They just tell you there will be a wait, or that you can't be seated there.

rubicon.....I agree with you about being nice and pleasant I realize the food industry is a tough business....BUT again in the OP that I was answering it said they were not busy and the only reason given was that they had already set up an area inside for them....we can all make up are own scenarios as to why they didn't do as asked....I tried to give my view on the OP....and in my OP i stated that if the reason was that in a short while they had other parties booked I could understand that...my point is that there reason not to sit them outside was a very poor one ..what does it take to set up 12 spots 5 min. at best

Restaurants, hotels, B&Bs, etc. are in the " hospitality " business . The definition of " hospitality " is the " friendly, generous reception and entertainment of customers, guests and strangers ". People in the " hospitality " business that can not remember this go out of business. No number of snow birds can save them from themselves.

The OP did say that and your view is valid. I acknowledged that when I mentioned that the customer is always right. We all choose our battles that would not be mine

Mallory has gone down hill fast, service and food as well. Marked them off our list.

Just in general and to no one in particular: I am guessing people do not realize how it sounds "I want a booth. I want a window seat. I want outside. I will leave if I don't get what I want." Or some feel that staff should be treated as if they are uneducated twits that work there because that's all they know how to do. The food tastes no different in different seats. There is no guarantee an experience will be any more pleasant outside or in or from a booth or table. A bad experience will be a bad experience and a good one, good. There are several people that visit the establishment and other reservations that need attention besides them. A restaurant may not appear busy but people are not aware of what goes on behind the scenes or what other situations may be coming up. To explain it all to a guest would be time consuming and they won't care anyway. They feel they are the only ones that need attention. I would like to see some of the more demanding guests work for a week in the shoes of the employees to see what it is like. To them it all seems so simple from the perspective of sitting in a chair in a waiting area (that table is empty. you can take that table apart. you can put those tables together.) or from the entrance (it isn't busy. they have nothing to do. it isn't hard work.) There is no reason for a person to make a job which is in fact difficult, even more difficult. People think a service provider means they should have everything they want and no one else matters. Yes, staff should be courteous. Yes, good service should be expected. Yes, good food should be expected. But being demanding and expecting more than a business can offer is not fair. Manners are for everyone. Not just the employees but for the guests, too.

I agree!! Also it can be very unfair to the servers. Going to another area may overload one server while another server only has a few tables in her area so she/he loses out on making money.

I agree with about 98% of your post. But I'm not sure how "I'd like a booth if available" sounds like anything other than a polite, reasonable request to the hostess.

Could not agree with you more, some people do NOT realize how they come off to the staff. NO the customer is NOT always right. My parents owned a restaurant, most difficult work I ever did in my life. When I become PRESIDENT, my 1st EO will be everyone in the US has to work 1 HOLIDAY SEASON in RETAIL and 1 restaurant season for SNOW FLAKES!

:gc:

Thanks for your courteous response. :thumbup:

Some restaurants can do it because all the wait staff have to split the tips among themselves. Where each waiter/waitress gets to keep their own tips, it is only fair to distribute the customers among them.

If done politely, I agree. Demanding is quite another.

Sometimes tables are empty and it appears ridiculous to the customer to have to wait. There could be many reasons for that, with one being that the kitchen already is processing as many orders as it can handle at the time. There is only so much cook top space and if it is all in use, then the customers may be waiting anyway. Sometimes, if the customers are seated anyway, then they begin to complain that everything is just too slow.

Unless you KNOW what is happening behind the scenes, cut those in service to you a little slack. There is probably no one on here that would have worked (not CEO, etc.) for their living and put up with constant complaints from those who know nothing about the job or company policy. This is why when everything is satisfactory or exceptional, I always make a note saying so on my bill and mention it if paying as I/we leave. They get plenty of complaints and seldom get commendation for a job well done or going above and beyond.

First Ones There.
 

First ones there seems to be the important claim.

There are many situations in which the concerns of the staff are important but yours does not sound like one. Maybe, the receptionist is very low on the totem pole and just follows the instructions given her by her superiors. But still I do not understand how they could not swift your group of 12 to outside.

I go to Mallory most Mondays with my girl friends. Never had a problem. We are not very demanding. Just girls having fun. These folks work hard. I tip very well. They deserve it. I am happy and luckier than some.

Dilly, excellent post. :agree: Please cut those in service to you a little slack.