Poor service in restaurants... is it just me?
Discussion
Am I getting old and grumpy, or is service and just common sense in restaurants becoming increasingly poor? I might eat out once a week on average, and I've experienced this over the past few months...
-Sat around for ages before being offered a drink/menu
-Missing cutlery, instead of just grabbing one from a neighbouring empty table, the waitress eventually comes back 5 mins later with a fork (by which time I've grabbed one from a neighbouring table, which made her look most put out!)
-Wine bottles being removed from the table before they are empty
-Waiter trying to take my plate away whilst my son was still eating (which is poor form) but then when we've both finished we're sat staring at the empty plates for another 10 minutes
-"Can I have another napkin please" and literally about 20 are dumped on the table
-Standard "Is everything alright with your meal" questions before the first morsel has passed my lips
-Steak knives being put down in front of the man, because "man eat meat". If the waiter had asked "who is having the steak" he'd have found out it was actually my wife...
-Waiting staff sat in the corner staring at their phones
-Waiting staff moving around the restaurant, head down, blinkers on, just not proactively looking out to see if anyone is needing something
-Food arrives, "yeah we've run out of triple cooked chips that you ordered, so here's an extra big portion of normal fries" without asking/checking first
-Food arrives, "would you like some sauces", and then the sauces arrive 10 mins later when the food is nearly gone. How hard is it to get the sauces on the table in advance?
I get it, it's a first world problem, but I'm very much of the opinion that you can have a nice experience out if you have quite mediocre food with great service, whereas it will be a poor experience if you have excellent food and poor service. It's also go nothing to do with the price/quality of the restaurant, ironically a cheap curry house often has very attentive service, and a Harvester I often go to with my lad has pretty naff food but the staff are always really chatty, friendly and helpful. Conversely a posh local place with a big price tag really struggled to get some of the very basics right last time I went.
Is it just me or is this stuff creeping in more and more? Anything to do with the expectation of a 10% as the absolute minimum these days?
-Sat around for ages before being offered a drink/menu
-Missing cutlery, instead of just grabbing one from a neighbouring empty table, the waitress eventually comes back 5 mins later with a fork (by which time I've grabbed one from a neighbouring table, which made her look most put out!)
-Wine bottles being removed from the table before they are empty
-Waiter trying to take my plate away whilst my son was still eating (which is poor form) but then when we've both finished we're sat staring at the empty plates for another 10 minutes
-"Can I have another napkin please" and literally about 20 are dumped on the table
-Standard "Is everything alright with your meal" questions before the first morsel has passed my lips
-Steak knives being put down in front of the man, because "man eat meat". If the waiter had asked "who is having the steak" he'd have found out it was actually my wife...
-Waiting staff sat in the corner staring at their phones
-Waiting staff moving around the restaurant, head down, blinkers on, just not proactively looking out to see if anyone is needing something
-Food arrives, "yeah we've run out of triple cooked chips that you ordered, so here's an extra big portion of normal fries" without asking/checking first
-Food arrives, "would you like some sauces", and then the sauces arrive 10 mins later when the food is nearly gone. How hard is it to get the sauces on the table in advance?
I get it, it's a first world problem, but I'm very much of the opinion that you can have a nice experience out if you have quite mediocre food with great service, whereas it will be a poor experience if you have excellent food and poor service. It's also go nothing to do with the price/quality of the restaurant, ironically a cheap curry house often has very attentive service, and a Harvester I often go to with my lad has pretty naff food but the staff are always really chatty, friendly and helpful. Conversely a posh local place with a big price tag really struggled to get some of the very basics right last time I went.
Is it just me or is this stuff creeping in more and more? Anything to do with the expectation of a 10% as the absolute minimum these days?
I've noticed this too recently, along with exorbitant prices (see other thread on £100 family meals)
We used to have good, young, keen hospitality staff from Eastern Europe in this country. But something happened and they mostly went home, went to other countries, or stopped coming here.
Huh. I wonder.
We used to have good, young, keen hospitality staff from Eastern Europe in this country. But something happened and they mostly went home, went to other countries, or stopped coming here.
Huh. I wonder.
“Mobile phones’ if your in a restaurant that’s very busy, the service is usually good, staff not having time for the their phones.
I think most customer facing jobs would be vastly improved if there was a ‘no mobile phone usage’ policy, during working hours.
What is someone wants to contact me urgently? We managed before, but if its urgent they can leave a text you can read in your break time.
I think most customer facing jobs would be vastly improved if there was a ‘no mobile phone usage’ policy, during working hours.
What is someone wants to contact me urgently? We managed before, but if its urgent they can leave a text you can read in your break time.
I'm pretty sure they train the staff around here in how to avoid eye contact. It's amazing how long you can spend trying to attract someone's attention.
We have a restaurant near us which is run by a hotel school, and the students spend several weeks working in different roles there. It's quite possibly the best service I've had anywhere. Sadly I have no idea where they all go to work after they've graduated!
We have a restaurant near us which is run by a hotel school, and the students spend several weeks working in different roles there. It's quite possibly the best service I've had anywhere. Sadly I have no idea where they all go to work after they've graduated!
butchstewie said:
I assumed a fair bit of this is cultural.
i.e. in the UK working in hospitality is often looked down on as a forced or menial "minimum wage" type job rather than the way it's often looked on in other countries which is as a career and something to be proud of?
Minimum wage type jobs still have their "professionals". In hospital recently, the cleaners were proud of doing a good job. The place was spotless and when I commented to them on that, they said as much.i.e. in the UK working in hospitality is often looked down on as a forced or menial "minimum wage" type job rather than the way it's often looked on in other countries which is as a career and something to be proud of?
My observation (which counts for nothing) is that more of the youth of today just don't care about their responsibilities in the role they're carrying out.
Pistom said:
Minimum wage type jobs still have their "professionals". In hospital recently, the cleaners were proud of doing a good job. The place was spotless and when I commented to them on that, they said as much.
My observation (which counts for nothing) is that more of the youth of today just don't care about their responsibilities in the role they're carrying out.
Oh no 100% agree with that - my point wasn't so much the money as that I think some people look down on hospitality as if it isn't a career to aspire to.My observation (which counts for nothing) is that more of the youth of today just don't care about their responsibilities in the role they're carrying out.
Hard-Drive said:
Am I getting old and grumpy, or is service and just common sense in restaurants becoming increasingly poor? I might eat out once a week on average, and I've experienced this over the past few months...
We eat out weekly as well, and yes, service is increasingly poor. At high end places it is still good, but lower to middle priced places it is really suffering.
butchstewie said:
I assumed a fair bit of this is cultural.
i.e. in the UK working in hospitality is often looked down on as a forced or menial "minimum wage" type job rather than the way it's often looked on in other countries which is as a career and something to be proud of?
I would agree with this. i.e. in the UK working in hospitality is often looked down on as a forced or menial "minimum wage" type job rather than the way it's often looked on in other countries which is as a career and something to be proud of?
In continental Europe, being in service is considered a good career and certainly a privilege. You have to prove yourself of being capable and competant in order to become a waiter, sommelier, and to a lesser extent, a bartender.
In the UK, we have this idea (probably as a hangover from our staunch class system) that it is a menial task that should only be taken as a last resort, and apparently performed with the minimum of effort.
Usually the obvious answer would be "train them better, and manage them better" to ensure that they perform to a high standard, but that doesn't work either, because places are so short staffed, they are reluctant to reprimand any waiters or servers who are being surly or under performing. You only have to look at the numbers of cafe's, pubs, and restaurants which have 'Staff wanted' signs in the windows. Loads of them.
I think above is the main reason, seems standard now that a 15% 'discretionary service charge' is automatically added to the bill, people generally won't tip above that so the servers have less reason to earn that tip.
Another factor is likely contactless instead of cash, a few years back people would round up to the nearest £20 whereas with contactless it's exact.
Another factor is likely contactless instead of cash, a few years back people would round up to the nearest £20 whereas with contactless it's exact.
The worst service I have had lately was from the most expensive restaurant. We were seated quickly enough, but then sat there waiting for what seemed an age. A group came in after us and were seated and their drinks orders were taken, which ours hadn't been. I eventually walked up to the bar to order some drinks and was snapped at by a waitress that it was "Table service only", so she followed me back to our table where I gave the the same drinks order I could have given her at the bar. We didn't order food, as we had lost our appetites by then, so drank up, paid and left.
Shame really, as it was right next to a small holiday complex we were staying at (Oceans Reach / 33 by the Sea, near Salcombe if anyone knows it) and we would have been back a few more times while we were there. It didn't help also that a dog went for ours while we were sat there and the owner didn't even acknowledge it. That and the people thinking that hanging their fags over the fence while they were sat outside excluded them from the smoking ban. This was at a place that charged £35 for a steak, on its own, with sides being an additional £7 (or rather just "7") each. I did notice a few snidey replies from the owner to reviews complaining about the service, saying maybe they weren't good enough for his restaurant too.
Shame really, as it was right next to a small holiday complex we were staying at (Oceans Reach / 33 by the Sea, near Salcombe if anyone knows it) and we would have been back a few more times while we were there. It didn't help also that a dog went for ours while we were sat there and the owner didn't even acknowledge it. That and the people thinking that hanging their fags over the fence while they were sat outside excluded them from the smoking ban. This was at a place that charged £35 for a steak, on its own, with sides being an additional £7 (or rather just "7") each. I did notice a few snidey replies from the owner to reviews complaining about the service, saying maybe they weren't good enough for his restaurant too.
dundarach said:
I think it's just reflective of a general 'pissed off ness' in the country as a whole.
Service and services are generally crap all the time, are they not?
I'm not sure if that's the case - I wonder how much is we don't always notice when service is OK or good.Service and services are generally crap all the time, are they not?
When it's bad - we notice.
The main issue for me is waiters who refuse to write anything down. They listen to each order, nod in a smug "i've got this" fashion as if they are the Memory Man, and then leave the table. You know one of two things is going to happen
1)They will completely forget one order
2)They will completely mess one up, especially if you ask for something like sauce to be excluded on a burger.
When the food turns up and you explain the issue they say "Ah, we can make you another one, it will be 20 minutes is that OK?". No not f
king really, the reason we came here is to all eat together, and now I am going to have to watch them all eat and then eat on my own.
Just get a pen and write the fking order down, everybody would be so much happier.
One of the other issues is they employ teenagers who just don't care. We were in Nandos a few years ago and I could see our order was placed on the serving shelf under the heater and sat there for 15 minutes whilst everyone who worked there walked by whilst pretending to be busy. In the end I went up to the counter and explained the issue to the older manager. I could tell from his expression he was as pissed off with them as I was, he offered to get me another one but I asked for a refund and left.
The other favourite is when they really cannot cope with the number of people and you end up waiting for your food for over an hour. We had this at TGI Friday at the O2 before a concert. I knew it was bad when we were ushered to the bar and it was absolutely rammed. 30 minutes later we get our table and looking around I can see lots of unhappy people and little food. I ask the guy next to us if had been waiting a long time and he said yes, so we just got up and left.
My mother was a waitress when I was younger and when we see service as bad as that she says that they would of all been sacked and that she used to wait on that number of tables on her own. I guess the real issue is the wages are rubbish so they don't get anyone who actually cares enough to do a good job.
1)They will completely forget one order
2)They will completely mess one up, especially if you ask for something like sauce to be excluded on a burger.
When the food turns up and you explain the issue they say "Ah, we can make you another one, it will be 20 minutes is that OK?". No not f
king really, the reason we came here is to all eat together, and now I am going to have to watch them all eat and then eat on my own.Just get a pen and write the f
king order down, everybody would be so much happier.One of the other issues is they employ teenagers who just don't care. We were in Nandos a few years ago and I could see our order was placed on the serving shelf under the heater and sat there for 15 minutes whilst everyone who worked there walked by whilst pretending to be busy. In the end I went up to the counter and explained the issue to the older manager. I could tell from his expression he was as pissed off with them as I was, he offered to get me another one but I asked for a refund and left.
The other favourite is when they really cannot cope with the number of people and you end up waiting for your food for over an hour. We had this at TGI Friday at the O2 before a concert. I knew it was bad when we were ushered to the bar and it was absolutely rammed. 30 minutes later we get our table and looking around I can see lots of unhappy people and little food. I ask the guy next to us if had been waiting a long time and he said yes, so we just got up and left.
My mother was a waitress when I was younger and when we see service as bad as that she says that they would of all been sacked and that she used to wait on that number of tables on her own. I guess the real issue is the wages are rubbish so they don't get anyone who actually cares enough to do a good job.
ThingsBehindTheSun said:
The main issue for me is waiters who refuse to write anything down. They listen to each order, nod in a smug "i've got this" fashion as if they are the Memory Man, and then leave the table. You know one of two things is going to happen
I think this is a new trend….. it invariably results in them forgetting or ballsing up half the order…..bennno said:
ThingsBehindTheSun said:
The main issue for me is waiters who refuse to write anything down. They listen to each order, nod in a smug "i've got this" fashion as if they are the Memory Man, and then leave the table. You know one of two things is going to happen
I think this is a new trend .. it invariably results in them forgetting or ballsing up half the order ..butchstewie said:
Pistom said:
Minimum wage type jobs still have their "professionals". In hospital recently, the cleaners were proud of doing a good job. The place was spotless and when I commented to them on that, they said as much.
My observation (which counts for nothing) is that more of the youth of today just don't care about their responsibilities in the role they're carrying out.
Oh no 100% agree with that - my point wasn't so much the money as that I think some people look down on hospitality as if it isn't a career to aspire to.My observation (which counts for nothing) is that more of the youth of today just don't care about their responsibilities in the role they're carrying out.
Why can’t the Govt think seriously about working across uk industry to massively ramp up apprenticeships?
I mean massively. Yes it’s no doubt a costly exercise, but it would repay itself in spades over the decades. In all manner of ways.
Yep recently. Shown to table very quickly then completely forgotten about. I get someone's attention- order pizza and two drinks.
Absolutely no sign of the drinks. Pizza eventually arrives luke warm, like its been sat waiting for collection. Remind waitress about the drinks. Eventually they arrive.
When its paying the im handed the card machine with options to add various percentage tips first.
I dont. I clear it. I don't plan to go back.
Im guessing its not the exodus of European workers, its students working who think they are owed a living, that I should be grateful to be allowed in and served.
Yesterday I stayed in a hotel in what appears a couple with young adult children working there (they all look similar). They looked put out and bored.
One said to a staff member in earshot at breakfast 'good cos you know that I can have you sacked you know dont you'.
I just sat there mouth hanging open. The female member of staff that he was speaking to appeared go keep the show on the road. He just sullenly refilled the food and handed it out.
Absolutely no sign of the drinks. Pizza eventually arrives luke warm, like its been sat waiting for collection. Remind waitress about the drinks. Eventually they arrive.
When its paying the im handed the card machine with options to add various percentage tips first.
I dont. I clear it. I don't plan to go back.
Im guessing its not the exodus of European workers, its students working who think they are owed a living, that I should be grateful to be allowed in and served.
Yesterday I stayed in a hotel in what appears a couple with young adult children working there (they all look similar). They looked put out and bored.
One said to a staff member in earshot at breakfast 'good cos you know that I can have you sacked you know dont you'.
I just sat there mouth hanging open. The female member of staff that he was speaking to appeared go keep the show on the road. He just sullenly refilled the food and handed it out.
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