Hospitality?

Sounds like Joey knows more of the story than the rest of us.

:roll: Ah woe unto pitiful me! I was quite not only hysterically amused but rather also very perturbed upon reading a certain article titled Hospitality. Yes the Derby has come and gone, thus by far and large things are settling bact to normal in the city but particularly so in the restaurant excuse me hospitality arena. 1st and foremost I and everyone else especially in the industry would agree as well as horrified at such treatment this poor fellow who happens to be in the industry have suffered at such a highly regarded establishment. But every cognizant human being also knows that there are always two sides to a story and alot of times we embellish certain acts of slights or inhospitality be it innocent for our own shortsightedness or presumptions of importance. Yes sir HOSPITALITY, quite a great definition by the aggrieved if I may say so! But also in hindsight before we make such loud and public judgementan histrionics about others let us make sure that our own establishments are in perfect order especially as to what we are screaming about. Ah then we could be looking at our own selves in a mirror and mirrors dont lie! People in the hospitality industry have sometimes this 'prima donna mentality of importance' especially if they work for certain high profile establishments. They forget that others in the industry besides their pompous selves have human frailties just like them. 1st they love to go about going to other establishments without care for time of service closure with 20 - 10 minutes before to be perfect. It seems that people in such an industry would be alot more respectful and cognizant of such an aspect compare to us the ignoramus public. So why by his own account immediately after the Derby did he want to put the poor staff to such a situation ( did he check the time). Having other people there to me is no excuse for they could just be lingering about or if they served others heck they are the ignorant public. If he wanted to be served because of this so bid but be cognizant of time
especially as all others have gone. This leads to 2nd lollly gagging as if the place is his and carrying about a romantic or braggadoccio whim therefore to be treated by the staff in 'su majeste mentality' because he works at a high profile place. But most important if he was so affronted by the way he was treated why did he not inform the manager on duty and express his complaints and I would bet that the staff would be so happy as to learm their mediocrity and be gracious for such noble advice from someone so important as a courtesy. But like I said WOE UNTO PITIFUL ME just because we are too important and work at such esteemed place that we treat others without due courtesy or civility and help them improve themselves. So we try to be the bigger man by blogging in a public forum yet we forget our own frailties I wonder if this guy really know his own business!!!!!

How can you tell?

Who ever is being served, be they restaurant folk or the rest of us, we all deserve the to be treated as customers. Considering Joey's attitude about the public, as a member of the "ignoramous public", I expect if the door says open untill 11:00 PM, I expect they are welcoming customers untill 11:00 PM. When I was in the business, we set our schedules based on the closing time and the expected time it would take our customers to to have their meal. I cannot imagine trying to rush one of them out the door because the staff has better things to do. If you want to be off by 10:00 PM, lock the doors at 8:30 PM, I'm sure the boss won't mind locking out a few ignoramous paying customers.

Dear Joey, I pray I am never a customer of yours, since you believe the public is so "ignorant" that we don't understand that you must get off at the time of closing and your time is so much more important than my patronage.

I missed the "ignoramous public" statment, because the post was so convoluted and generally dopey that I really didn't read it all.

I would suggest that Joey should pop another top and take a nap.

Having grown up in the restaurant business and working in it during my youth, I learned a great deal about "putting the customer first". Each customer was treated like a guest at our home and we were expected to see that all of his needs were met and that his experience was an evening to remember. The posted serving hours were the hours guests were welcome to come in and be seated. We closed at 11:00 pm and if someone was walking in the door at that time, he was to be treated the same as the guest that arrived at the beginning of the serving hours.
That guest was welcome to stay until he was finished and ready to leave. If this meant he wanted to sit around and eat crackers and drink water--that was perfectly fine. A chef, bartender, waitress and cashier were kept on the clock until that guest decided to leave. And never for one moment was he to be rushed or treated as an inconvenience. Keep in mind I was in high school and worked as a cashier and many a night I didn't get home until 1:00 or later (on a school night). But that was what was expected and I am proud to say that "the customer was always right".

Maybe this is why we had such loyality for so many years and were a part of many memories.

It is just a shame that this is not the case in so many establishments today.

Remember, treat people the way would would like to be treated, and you will never go wrong!

Linda Kunz Bayens
daughter of the late Fred J Kunz Jr.
Kunz's the Dutchman

Concerning the recent posting, it seems that the only person with the misplaced sense of entitlement is Joey S. I hope, like others, that I am never placed in his station.
I have worked in and around this business for over 30 years and little makes me angrier than feeling rushed at the end of the night. When I was in management I made sure the staff treated the last patrons with the same courtesy they treated the first. And as a server I have had occasion to tell a manager to calm down and let late-comers enjoy their meal.
It really makes no sense to me why anyone would think less of late-comers as they certainly are asked to pay the same prices, and are expected to leave the same tips as others.
When I am dining late I do take note of other tables and I have mentioned to the server after dessert that I would like to sit for a bit, but that I don't mind if they perform their closing duties (stripping tables, blowing out candles etc). However, if I feel like I am getting the bum's rush I might easily sit for longer than normal just out of spite.
It isn't pretty, but it's true.
I hope that anyone who feels so adversarial about guest relations might reconsider a career in the hospitality business.

Yes, all: Joey does have a little more invested in the story than just your average reader, having been the server that evening. While it was never my intention to make it a personal attack and throw you under the bus, Joey, it seems that I have certainly struck a chord with you. I will say that the service was executed well. I never complained otherwise. I feel that I was considerate in asking for the check as soon as dessert was ordered in order to allow you to finish your paperwork, but I don't really think justifying myself is necessary.
I recognize that neither myself, nor my restaurant are perfect; no one is. I am however, just now getting to post a reply due to happily seating my last table at 10:57. Our dining room closed at 11:00 tonight. Whether or not I am pompous, I suppose, is a matter of opinion. Like I said, I am sorry if you felt it was a personal attack. I will assure you, Joey, that you will not have to worry about having to serve me again. As far as speaking to a manager; it was the manager/owner that made it clear I was no longer a welcome guest. Where should I go from there?
I too found myself amused by Joey's post, mostly due to his opinion of me; but my intention was just to bring to the attention of our peer group that all of our efforts to create a warm and welcoming environment with excellent food and service can be quickly tainted. Often you never get that second chance. Even more often, you are never made aware of what may have left someone feeling that their experience was less than pleasing.
Perhaps Joey and I will find our peace someday.

The old adage that someone brought up " the customer is always right" was created in jolly old England by a dry goods merchant to increase his business. It is basically not sacrosanct for we all know that the customer is not always right but how we deal with the customer is what matters, for the customer will and shall always be the customer! By being the devil's advocate in the other side of the hospitality bruhaha, the main point is sorely missed by it seems alot of people! I know that in the hospitality industry a customer no matter who is always the customer and to be treated accordingly. My main argument is A) If there is unsatisfaction in service then make it clear immediately to manager/owner. Whether it is accepted or not it is another matter but one's point is nevertheless made. This gives the staff awareness and a chance to make amends as well as rectifications of its behavior then and in the future. B) People who work in the industry especially when they know each other need to have or give a little dose of courtesy and civility to each other when visiting each others establishments for they are all in the same boat no matter what. As to others in the industry, I very much doubt that in all their years of service, they have not had at one point or another been so thrilled by that late guest that lingered on especially after a long hard day. Please let us have a little reality check! Furthermore, as for revisiting the establishment, I think that it's quite moronic to never shall i be there again due to my experience. But that is one's choice. If everyone feels that way I am quite certain that alot of hospitality establishments will be empty or half full. One horrid experience does not make it a bad place unless it is persistently so. If indeed i felt this way then I would not enjoy going back time and again at places that I too have had a horrid experience yet to my moronic sense have gone back time and again. Why, because I actually got to know as well as enjoy the caramaderie of their staff as well as atmosphere including the aggrieved person's establishment!!!

Wow...attempting to read that post was painful.

Ditto. Paragraphs and sentence structure are your friend. But then I used to make a living as a writer . . .

Um... WOW! that would be even funnier with a British accent.

We had an experience a little on the same order at one of the Irish pubs. Got there maybe 45 minutes before closing, the place was full, ordered a small meal and drinks, didn't lollygag, and then about five minutes before closing, the place still fairly going, several tables of folks enjoying a last drink, the owner walked around, politely asking if everything was okay, putting chairs up on tables at the same time, and while we sat there mid-glass of wine, they shut the music and the lights off right on the dot of "closing time." Everybody got up en masse and filed out. It was bizarre.

Well, I can honestly say, having heard about this thread tonite and now reading it, one thing comes to mind having seen Joey's posts...."Methinks he doth protest too much."

Not knowing either of you, I cannot identify the establishments that you work for, and my guess is that most on this forum probably didn't either. So I find it interesting that you felt you were called out "publicly" when you were not mentioned by name, and when the original poster refused to mention the restaurant - even after asked by forumites several times to do so.

It still appears that the initial discussion point remains - are diners who arrive at a restaurant shortly before closing time entitled to the same leisurely, pleasant dining experience as diners who arrive earlier in the evening? Apparently, most posting on the forum believe that they should, as they are being charged the same money as those diners.

Those that do not believe so are certainly entitled to their opinion. When diners have those types of experiences, however, don't be suprised when they share them among themselves, because, frankly, not many of us have lots of money to fritter away, and when we do dine out, we want to enjoy our experience and want our foodie friends to do the same.

This thread may make me ask a few extra questions when I'm unlucky enough come to a restaurant just before close.

And by the way, let me close this with a story of two restaurants that handled this situation well: my friend and I went to the Hats For Hope event at Bellermine in April. It was a Thursday night and I met her there late. By the time she'd paid for the hats she won and we were ready to leave, it was about 9:30. Neither of us had eaten dinner, and were pretty hungry. So, we thought we'd head for Seviche. When we walked in, the hostess greeted us, and apologized, saying "we've been really slow tonite, so we just closed the kitchen a few minutes ago. You're welcome to have a drink at the bar." Since we wanted food, she recommended that we go across the street to Lentini's. That meant we were doing the dreaded 'walk in 15 minutes before close' thing. We were really up front when we walked in, saying "we know you're close to closing, but we really want a bite to eat - we promise not to order anything complicated!" The manager was warm and welcoming, as was the server - in fact, with the warm and friendly service we received, you would have thought we were his only table all night. We ordered wine, appetizers and shared a pizza, and never once felt rushed or hurried. We gave the server a 20% tip and thanked both the server and the manager. I can guaranteed that Lentini's received two repeat visits because of the treatment we received - one from my friend and her husband, one from me and another friend. Now THAT'S the right way to handle the situation - both on Seviche's part - be up front with the guest and help them find another option - and Lentini's part.

Joey:

Where do you work?

Ha! It's killing you isn't it Ron?
Why don't y'all start a "name that place" poll

Seems to me he was singled out perhaps because they KNEW he worked in a restaurant and how DARE he show up at that hour, etc. Anyone else get that vibe from Joey?