Casey Truman
Just got here
2
Thu Feb 03, 2011 5:04 pm
Louisville, KY
Robin Garr wrote:Whether you're posting about your own restaurant or passing along information of interest about an event you've seen or heard about, this is the place to post information about events on and associated with Valentine's Day, Feb. 14, 2011.
JD Barger wrote:... a Valentines dinner to remember!
JD Barger wrote: ...a Valentines dinner to remember!
Geoff Wilkinson wrote:
Terrible night last Saturday at Volare... Been going there for years fairly regularly.
We waited over 90 minutes past our reservation for two.
Didn't leave bc the two hostesses kept saying it would be "just another few minutes".
Then watched what appeared to be the GM (Tereck, I think) seat folks that were making the most noise.
Total miscommunication from the FOH staff.
With the exception of the water runner, it took another 15 to see our server.
When given the chance to order, we ordered our bottle of wine, salads, and entrées at the same time.
Server asked how our night was and I told her about the waiting debacle.
Food was less than average - blandest meal I've eaten there ever.
(I did not point that out to the server, at that point it was kind of a bust anyway.)
Not once was the mess acknowledged by the GM. In fact, he avoided eye contact with all us 8:30 tables that were still standing around an hour later. He had a knack for talking with the hostesses while peering over the heads of us "in waiting."
Simply offering us glasses of wine or an app at the bar during the wait would have gone a long way.
Maybe picking up my bottle at dinner ($45 bottle costs them $20 or so?) or offering dessert.
In fact, a simple acknowledgement would have prevented me from ranting. (I did not "punish" the server for the FOH screw ups, she still got about 25% bc I didn't really think it was her fault.)
... they screwed up by not owning up to their mistakes that evening.
Michael A wrote:
Geoff,
I can't tell you how much we appreciate your candor and direct approach to holding us accountable for our shortcomings. No excuses. There were a number of occasions Saturday where we were unable to provide the type of hospitality our guests have come to expect. The feeling of being neglected is never one that we would ever wish upon our guests. On our end, any retrospective apology would be insufficient in rectifying the issue you described.
What we will do is examine the ways in which we can avoid incidents like these from happening. We need to improve our ability to greet our guests the minute they walk in, and make sure their tables are ready at the time they are reserved. We will be diligent in setting ourselves up to be successful on demanding evenings such as Valentine's, Derby, New Year's Eve, etc. We must put more emphasis on our preparations, and be able to respond when we fall short of expectations better than we did in this 'debacle'.
I would hope you would give us another chance to impress you in the future. We look forward to making your next experience delightful and memorable.
-Michael
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