Matt
16/06/2021
Whilst I've usually had a great time here, unfortunately this time around was a bit of a let down. Out of a table of 6, we had at least 3 or 4 errors with our meal orders, as well as being billed for beverages we didn't order. Larger bookings that ordered food after us received their orders first as well, with our wait for our mains exceeding an hour, contributing to our below average experience this time round
It would be easy to blame it on our server, as she seemed very new. However having worked in the service industry in training in the past, I feel that's unfair on her. It was a very busy lunch service (as usual on the weekend), and our server from the get go seemed a bit overwhelmed with all that was going on. Throwing staff in the deep end rarely ends well, and I feel that had she been given more supervision and support, she would of thrived instead because she was trying hard to get it right.
With all of that said though, I also want to praise the male member of staff who went out of his way to try and make things right, once he had identified that we were having issues, he was extremely attentive and did everything in his power to make things right, and that deserves recognition. Recovering a service situation that's going south is something nobody ever "wants" to do, however he approached it with enthusiasm and professionalism. I was really impressed with the lengths he went to, and despite the rough start, I left very happy with the resolution.
The too long didn't read is this: please make sure your junior staff don't get thrown in the deep end like this again, it's unfair on them and the customer. However, your experienced staff are wonderful and really did an amazing job turning things around. Hang on to them at all costs!