Hospitality?

Derby has come and gone. People are slowly starting to recover, regain those lost hours of sleep, gradually sober up and get back to the daily grind. I understand that peoples patience are possibly still somewhat frayed.

With that being said, after much turmoil, I have decided to go ahead and post(my first in the new forum, nice improvement) my experience last night while dining out in Louisville. I am hesitant to open this can of worms, but here goes.

I work in the industry and have for many years. Last night I had an opportunity to leave work by nine, which is a rare treat for me. I thought that a dinner out was deserving, still not having taken a day off since Derby. I hate being that last guest in the dining room and try to avoid it at all costs, but I was willing to risk it for a good dinner in a welcome environment.

My first destination offered to provide neither. I was at the door at 9:30 with many tables still visible to me. After the server or host returned to the front from the kitchen, I was told that they were forced to close early due to a "situation". No explanation offered, nor any light snacks. The young lady was gracious enough to help with other destinations. Sending me back downtown was her first option.

My second destination at least provided the good dinner, just not the warm and welcoming part. It was not far from first stop. I was seated around 9:45. Now I am certainly the last a*@hole walking in the door, but again still tables visible lingering over drinks. The server was not shy about his displeasure. Fairly certain that I heard unpleasant remarks directed toward me, but regardless no warm fuzzies. Food was great and came in timely fashion. Service itself, well executed. The kicker came when the meal was over. I went ahead and settled with server once dessert was ordered. I did not wish to keep him, nor did I want to spend any more time with him. I did, however, still have half a glass of wine to finish and pleasant company. The last table that had been seated in our vicinity had left about 20min. prior. The time is now 11:45, still no threat of turning into a pumpkin. The manager walks over to our table and says, without hesitation, "Hey guys, we're closed". I didn't even get the foreplay of "did you enjoy your dinner" or any other pleasantries. Staff was seated in their civilian clothes waiting for us to walk past on our way out to send us one more snearing glance.

There is a reason that we refer to it as the hospitality industry. It has something to do with providing a service and creating an experience around that service. Ideally, inspiring a guest to return to have similar experiences again. It is an industry that, I assume, most of us have chosen(for whatever crazy reason we were inspired by). If the last guest is not as important as the first or middle, perhaps we should just move to an invitation only system. I felt I had crashed a party I wasn't invited to, and perhaps it is just me that they don't like. Crisis averted, I won't trouble them again. My greater concern is the average diner in Louisville, whether local or visiting. How many other people have to swallow something bitter while enjoying dessert?

I guess I will just resign myself to continue my evening visits to Ramsi's. They work with my schedule and are always welcoming. Great people in general, by my experience. If I find myself leaving work early again, maybe I will just hit the grocery store.

As a customer, I find this episode very offensive.......and I hope that the offending manager/staff have computer access to see this in writing.

A late dinner (And by the way folk, there are some cultures in the world that dining in the 9:00 hour is NOT considered late) out should be a treat to all the senses, not a blight on the waitstaff.

Now, from the waitstaff's perspective.....working a dinner rush, and having a few late evening diners come in should be no surprise. Not everyone lives on your schedule.

If you don't want to serve the customers a pleasent meal/experience beyond a certain time, then lock the door.

I understand why you would be hesitant to do so, but I'd like to encourage you to share the name of the second establishment. People need to hear about the bad experiences as well as the good. I certainly don't want to go anywhere for a late dinner where I won't be welcome.

I understand why you would be hesitant to do so, but I'd like to encourage you to share the name of the second establishment. People need to hear about the bad experiences as well as the good. I certainly don't want to go anywhere for a late dinner where I won't be welcome.

I agree, spill the beans.

Sorry, I just would prefer not to name names. It may be that it was just not my night. My mojo wasn't working.
I will say that they are two restaurants that are consistently clouted as the best in the city.

From a service point of view, I am a huge believer in the idea that the things that a guest notices the least and independently wants but has to ask for least are the things that layer to help provide the best service possible.
The concept of feeling welcome in the room where you are dining has got to be the most important of any intangible aspect of worthy service.
Service doesn't stop until the last paying customer has exited the building for the night, even if that means the kitchen has been closed for a while.. There is simply no gray area there.

Having been in the business for 10+ years, I have to admit, there are times I would have wanted to behave the way the restaurants you encountered behaved. However, it is NEVER ok to actually do so. Many times, as a manager, I had to remind my servers that the last customer should get the same service as the first customer. If they still showed attitude, I would send them home and take care of the table myself. It is never appropriate to make a customer feel unwelcome.

I know you don't want to, but it might improve the situation at those restaurants if you mentioned their names.

It shouldn't be that hard to figure out....downtown...top rated eatery.

I say Proof or Jeff Ruby's?

Hmmm....I doubt it's Proof. They're usually open and kicking pretty late.

[Robin Garr]

Jeff Ruby's?

Maybe he made the mistake of ordering ... O.J.?

<rimshot>

I think Amy misunderstood my post. I was coming from downtown to eat in my neighborhood, but suggested to go back downtown for dinner.

It shouldn't be that hard to figure out....downtown...top rated eatery.

I say Proof or Jeff Ruby's?

there are a lot of good restaurants downtown besides those two.

Well I apparently was wrong, but while there are a lot of nice eateries downtown, not that many that are serving dinner that late.

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!!!!!

This is about to get interesting........