4.Case Review: We don't feel understood at all...(5* hotel restaurant service)

(Lunch at a French bistro, located within this 5-star hotel by the Chao Praya River)

Pointing to one item in the menu, the guest asked the waitress:

Guest: This fish for sharing....may I know how big is it?

Employee 1: Sometimes it's big, sometimes it's small. And because we got this fish in a few days ago, I am not sure. Please let me check with the kitchen.

~

Comments: What does the conversation show or imply? Lack of service readiness, lack of seamless communication between kitchen and service team......and that the fish may not be fresh?

***

Guest: What is the difference between the small dishes and appetisers?

Employee 2: They are good for individual portions.

~

Comments: Sorry, but the question has not been answered.

***

Guest: Between the beef tartare and onion soup, which is more popular here?

Supervisor:         I recommend the oysters.

Guest: Ah, I don't take oysters. But between the beef tartare and onion soup, which one would you suggest?

Supervisor:         You can also take the tuna tartare, or the salad.....

~

Comments: What does the conversation show or imply? This employee doesn't listen......and if this supervisor doesn't, how does she lead or guide her team? Besides, what is wrong with your beef tartare and onion soup?

***

Then there was also the part regarding our wine orders, being informed more than ten minutes after that one of the two were not available. We ended up choosing another type of red, but when the bottle was brought over, it was incorrect. (Especially given that there were only three tables in the restaurant at that time, the repeated carelessness did not reflect service professionalism.)

Service Bank: Minus 5 ðŸ’–

(Refer to first blogpost on Service Bank Concept: https://servicebankmoments.blogspot.com/2025/01/1-service-bank-concept.html)


Reflective thoughts: Do you know what your team finds challenging to communicate to the guests or diners? (e.g. benefits of loyalty program, provenance and cooking methods of the signature dishes, the history of the building, etc.?) How is your team being guided in their communication?

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