Gabriele Frangella
22/12/2023
Last Friday night, I visited a local pub in Australia, hoping to enjoy a relaxing evening. The pub had a lively atmosphere with a decent crowd, but the first thing I noticed was a queue of about ten people at the bar. This seemed a bit unusual for a pub not to accommodate a faster service on a busy night.
As I waited in line, which took about 15-20 minutes, I thought about writing this review to suggest the pub might benefit from additional staff during peak hours. It was during my wait that I observed something worth mentioning. A staff member, who appeared to be the supervisor (as he was the only one not in uniform), joined in to help with the service.
However, the experience at the bar counter was less than pleasant. When I asked for the price of a gin and tonic, the supervisor misunderstood and quoted me the price for six. After I clarified that I only wanted to know the price of one, his response was unexpectedly rude. He insinuated that I had said six and hastily prepared the drink with a noticeable lack of courtesy.
The pub itself is a nice place with a great clientele, but the behavior of the staff, particularly someone in a supervisory role, was disappointing. It's concerning because such attitudes from the top can significantly impact the overall service quality and customer experience. This incident suggests that unless there's an improvement in staff training and customer service, especially from those leading the team, the pub might struggle to realize its full potential.