HOSPITALITY CHECKPOINT SPOTTER SERVICE
Server: Xxxxxx male, about xxxx, xxxxxxx light facial hair, wearing all black clothing, light brown hair, longer than traditional male cut, towel hanging on back of pants
The Agent and Associate seated themselves as was directed by the Host. About 3 minutes afterwards the Agent and Associate were greeted by the Server. The server did not provide his name nor did he ask if this was the Agent and Associate’s first time visiting the restaurant. According to the receipt, the Server’s name was listed as “xxxx xxxxxx.”
The Server asked for the Agent and Associate’s drink order. The Agent stated that the Agent was considering a specific specialty cocktail. The Server quickly said “it’s horrible!” The Agent asked why he thought so and the Server responded “look at the ingredients.”
A drink order was placed. The Server returned with the beverages shortly after. Coasters were not used for any of the beverages.
The Server returned several times to ask if the Agent and Associate were ready to place a food order. The Agent and Associate were not ready to place a food order. The Server did not attempt to suggest any specific entrées or appetizers.
The Agent and Associate placed a food order. The Agent and Associate also asked what time the kitchen would close as the Agent and Associate wished to order a dessert. The Server stated that even after the kitchen closed he could still serve dessert. He explained that the dessert that the Agent and Associate wanted was “just microwaved” and that he could do that.
The salad to one of the entrées was served about 5 minutes after that.
The Server did not provide any utensils or napkins before the salad was served. The Agent and Associate attempted to request utensils but did not see the Server for several minutes.
A few minutes later the Busser brought out the entrées and the Agent and Associate requested utensils. Entrées were brought out 13 minutes after the order was placed.
Shortly after that the Server returned with utensils.
At this time there was something found to be wrong with one of the dishes (see Food and Beverage section). The Agent and Associate informed the Busser as he was walking by the area. The Busser informed the Server and the Server returned to address the problem.
The Server later returned with the Manager and he addressed the problem as well.
The Server checked back during the meal a couple of times.
The Server asked the Agent and Associate if they still wanted to order dessert. The Agent and Associate placed a dessert order.
No coffee or after dinner drinks were offered.
Dessert was served about 4 minutes after ordering. About 5 minutes after, the server returned to check on the Agent and Associate.
The server was friendly but really lacked professionalism.
At the end of the visit the Server personally shared that he was “normally not scheduled to work and that he would rather not be here today.”
The check was requested and processed in a timely manner. The dish with the problem was comped.
The dessert was not included in the bill.
Michael Zenner – CEO
Hospitality Checkpoint LLC
PO BOX 995 Gilbert AZ 85299
Toll Free: 800-880-0811
9 thoughts on “Better to hear about atrocious service from us than on a Yelp! posting.”
Comments are closed.