It was only through experiencing ‘it done right’ to see how ‘done wrong’ can be overlooked, at the expense of hospitality as a whole.
Last Sunday was a perfect day for golf, and I ventured out in the afternoon to enjoy a round at a local golf course. As we walked away from the 18th the 19th looked all too inviting, so we decided to pop in to enjoy a drink and reflect on the round.
Entry was one way, and on entry to the bar names, addresses and phone numbers were taken following government track and trace guidelines.
The bar was also one way where a young barman wearing a face mask served us our drinks. He then explained the one way protocol and other safety measures, socially distanced tables and directed us to the beer garden. Other staff milling about were also wearing masks and diligently clearing and cleaning tables as guests departed.
Their diligence in following a well structured programme was really only fully appreciated however following some reflection. The reflection centred around the previous evening when my wife, our three sons and I went to a local restaurant for a drink.
Last Saturday near to where we live a well known ‘destination’ restaurant had reopened only days previously, so we decided to take a look and experience what was on offer.
The restaurant is located in a marina and has had a new outside floating deck area added to increase covers, we had to book as it is already very popular. I phoned to book and my name and phone number was taken. On arrival no further track and trace details were requested of any of us.
To get to the new deck area, we were led through a busy bar and restaurant that had no one way system in place. This meant that we passed by other diners and were at most times through the journey significantly less than 1m away from most.
On arrival at the floating deck the tables were set out at a safe distance, it was a beautiful evening and the views were fabulous. A young girl, not wearing a face mask, came and took the order for our drinks and we waited patiently enjoying the setting. The young girl came back about 10 minutes later with our drinks, and it was obvious it was one of her first nights on duty.
I asked her if I could have a look at the menu from the restaurant upstairs and was told that she wasn’t allowed to go up there, but I was welcome go myself and collect one. I stayed seated.
Later when we were leaving, I photographed the menu and it looks very promising. Leaving was the same as entering, a procession through an even busier restaurant and bar that we all survived, all in all a very pleasant evening.
It was only when compared to the experience at the golf club that the stark differences sank in. Reading this you may ask why did it need a visit to the golf club to recognise the lack of Covid-19 diligence at the restaurant. I’m not sure I can answer that, it just did.
The restaurant referred to above is just across the road from where we live and last night two of our neighbours went across to have dinner, Catherine and Tony.
I was out the front of the house when they returned and asked them what they thought.
The food was excellent, but service was poor. Like us they were served by a young girl that had not been trained and it showed. Too long for drinks to arrive, overlooking bringing cutlery to the table with the food and generally overlooking some basics that training would alleviate.
The ‘manager’ was too busy to intervene or help, he was interviewing another young girl on the table next to where our neighbours were having dinner. Good Grief!
At the end of the evening the bill for two people for circa £100 was settled and they left, their review ended with “we will give it one more try, maybe it was an off night”.
It wasn’t the worst night out at a restaurant ever, but it stuck in my mind and hence I felt warrants some time to get my thoughts on the three experiences down in writing.
My question is: Is there a correlation between poor adherence to current Covid-19 safety guidelines and not training people properly to do their jobs?
Despite the menu looking inviting and being told that the food is great, I cannot abide bad service. I do not expect or want anyone to be servile, which is worse than bad service, but bad service is simply not acceptable. The blame for bad service lies fully with management, always.
Not implementing current government health guidelines, or simply flouting them is another example of lazy management, but has a very much more profound impact.
The hospitality industry across the UK needs to work collectively to instil confidence in consumers, demonstrating that hospitality venues are safe to visit and enjoy. The failure of any venue to adhere to this focus has a wider impact on consumer confidence, and our industry.
Like me, many people will overlook flaws until they are presented with options without them, their choices then are simple and easy, to return to where they feel safest both consciously and subconsciously.
There has always been some level of tolerance of bad management by businesses and consumers, we all overlook certain things. Not any more if you want to stay in business, as forgetting the basics makes it all too easy for customers to forget you too.
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restaurants forget the basics – 12 August 2020 – restaurants forget the basics