Restaurants & Hospitality: Start-Ups. Sustainable Concepts. Change Management.
Jul. 16, 2017
Grossly inaccurate estimates of waiting time or lost reservations
Debris, bits of paper & food on the floor not immediately picked-up
Background music that is too loud and intrudes on conversation
Restrooms that are not spotless, clean-smelling and well-stocked
Dirty or disorderly kitchens that the guests can see
Sitting at the table for more than 1 minute without being acknowledged
Chairs that are dirty, stained or have crumbs
Service not provided to guests in the order of their arrival or seating
Staffs who can’t answer basic questions about the menu items
Salt & pepper shakers that are greasy to the touch or half empty
Glassware or crockery that is chipped, streaked, stained or dirty
Cutlery with stains, spots or that is tarnished
Tablecloth or napkins with stains, hole, rips or burn marks
Shaky or wobbly tables and chairs
Wet, greasy, stained or dirty tables or countertops
Service staff with an “ I’m doing you a favour” attitude
Having to wait for more than 3 minutes without a drink order taken
Not being offered assistance with the menu in terms of suggestions
Being told a menu item is not available after you ask for the item
Not enough menus or menus that are torn, stained, oily to the touch
Service staff who talk to their order pads
Managers and staff who make you repeat orders because they aren’t listening attentively
Service so impersonal or rushed that they feel that they are being “processed” rather than being served
Not getting value for food, beverage and service
Orders that arrive incomplete
Service staff asking, “who gets what?”
Ordering a dish and getting something that matches its menu description
Getting something that looks stale, dried-out or bruised when its supposed to be fresh
Hot food and drinks not served not and vice versa
Water glasses not being automatically refilled
Having to wait for a piece of chinaware, silverware because you run out of it
Food sitting visibly in the pickup counter without being picked up
Condiment bottles that are coated at the neck
Food checks and bill holders that are sloppy, wet, stained or calculated wrongly
Having to wait for more than 3 minutes for a bill to be prepared
Having to wait for more than 5 minutes for change to be returne
Service staff who avoid eye-contact and a smile
Not being sincerely thanked before leaving the restaurant
Being made to feel wrong, stupid or clumsy
Failure to promptly resolve a complaint (in favor of the guests)
Soiled or ill-fitting uniforms
Staff eating at side-stations or drinking in view of guests
Lack of personal hygiene and sanitation practices in view of guests