I’d like to speak to the manager!!!

Someone mentioned yesterday that they’d never heard of taking reservations at the bar.

The restaurants I know who do this, started during COVID.

Guests know when they arrive they have seats at the bar.

They are also reserved for dinner so they aren’t just coming in for a cocktail.

More importantly because they don’t belly up to the baevthe folks who are dining aren’t being interrupted with people reaching over them for drinks.

We turn our 23 seat bar at the older restaurant 2.5 times a night. It really is the best bar in town.

The other reason we don’t let people sit at the bar prior to dining is it makes everything harder.

They’ll order drinks, but before they get them their table is ready. It takes forever to get them seated.

If they sit before dinner they’ll end up starting with an app which won’t have come and they’ll have to deal with the check, get the food to the table etc.

Or. They’ll sit at the bar, decide they like it, stay now the server loses covers and the people reserved at the bar have nowhere to sit.

PS. Remember this is all fine dining.

And

More than anything, last night I had one bartender doing service bar for 100 seats, plus serving a 16 seat bar, and it’s just too much to serve the oyster bar. Or people to hang out before dinner.

Ultimately though, I’m in the business of generating revenue. If I say no, I’m not being a dick. I want the business. But not if it slows down and hinders everyone else.

More importantly, take no for an answer. You are not a toddler. These aren’t hard concepts.

Know there is a reason and accept it.

I’d like to speak to the manager!!!

When someone tells you who they are, believe them.

I missed an interview because of the weather last Friday.

The horrible rain caused an accident and I was late getting to work.

I ended up interviewing her on the phone.

I offered her the job.

She let me know she had other interviews but would let me know her decision.

On Sunday she accepted.

I didn’t get back to her on Sunday.

On Monday, by the time I responded, she sent me an email saying she’d reached out to me by email several times and phoned the restaurant. Could I please respond?

24 hours had not passed at this time.

When I did respond I explained that I was one manager running three restaurants doing the best I can.

She was quite nice with her response.

Yesterday was a blur.

I had a managers meeting, then an interview that led right up to service. I didn’t get back to her yesterday.

Today I got this message:

Any update Jeff? I’m starting my other job on the 7th and would like to get a schedule from you for a start date.
I understand that your busy but I also turned down 5 other places for this job, I’m also a very busy person.
Please let me know as soon as possible, thank you.

Here’s the thing.

She couldn’t start till the end of next week.

And I really am doing the best I can.

I responded by rescinding the job offer.

If she’s this impatient now it’s only going to get worse when she gets comfortable.

And I’m sure she’ll be much happier at a restaurant with more managers who can be more responsive.

I do wish her well.

I’d like to speak to the manager!!!

Tonight at work something happened that has caused me much anxiety.

I’m still not sure I’m over it.

But here goes.

At 7:15 a four top comes in.

We’ve just sat all of our 7:00’s.

And we only have three servers instead of the four we need.

I say to the foursome that it will be closer to 7:30 before we can get them seated.

Anyone want to guess what happened next.

You are right.

They asked to sit at the bar.

I explain we take reservations at the bar.

They ask to sit in the oyster bar.

I say we have no one to service the tables.

I let them know they can go downstairs.

But they keep on.

Why can’t we sit here.

Why can’t we sit there.

And.

It’s the fourth time this has played out tonight.

I’m sure they can hear my frustration because the man says I’m not trying to be difficult.

And I said, without thinking, but you are.

He was taken aback.

And they went downstairs.

And.

I felt like I should know who they were.

But for the life of me I couldn’t place them.

They return.

Get seated for dinner.

Eat.

And on their way out I ask them how dinner was.

And the man rubbed his temple giving me the finger.

I go out and ask how dinner was again.

They are all looking at me.

When they walk away they all say good night Jeff.

I’m convinced I’m supposed to know who they were.

But I don’t know them.

And don’t recognize the name.

It bothered me all night.

I even told Adam when I got home I felt like I was losing my mind.

I even suggested it was early onset Alzheimer’s.

He laughed at me and assured me I was fine.

However, he was getting into the shower and I went down a rabbit hole.

And I finally googled bad with faces.

And turns out there is a thing called:

Prosopagnosia.

Face blindness.

Adam assured me I didn’t have this.

Alzheimer’s he was right about.

This not so much.

I’ve always been bad with faces.

And I’ve always said it was when they are out of context.

I’ve had trouble all summer knowing who people were.

And I explain it to people by saying they are out of context.

When I lived in NYC I never knew where I knew someone from?

Was it someone from work?

Someone I waited on?

Someone I slept with.

No idea.

You could pull 20 random people out of my Facebook friends and chances are I’d know 25% of them. But some I’d have no idea.

I interviewed a woman this summer who I hired and trained last year.

Hired her.

Had no idea she worked last year.

I had the hardest time watching game of thrones because everyone looked alike.

It takes meeting Adam’s employees dozens of times before I can remember them.

At work I do okay because I have names in front of me. But I have to meet them many many times before I remember them. Plus I put notes in their reservation to remind me who they are.

Then take them out of context and it’s all bets off.

I’ve gone out with the same guy twice not remembering we’d already had a date.

Until I remember he’s a dude.

Fun fact I didn’t share with Adam tonight.

When I got to the restaurant for our first date I couldn’t remember what he looked like.

I just knew he had a mohawk.

He was cute and handsome as I remembered but I’d never have picked him out of a lineup.

I truly believe I face blindness.

And always have.

I’d like to speak to the manager!!!

At the new restaurant we offer valet parking.

Well.

To park in our lot you have to valet.

The reason is simple.

To have enough parking for all of our guests we have to control the lot.

We also have to double stack cars.

So we require you to valet to park there.

However.

We don’t require you to valet to dine with us.

There are other areas to park.

The street.

The parking on the pier.

You’d think based on response that we were charging you a million dollars to park there.

Last week we had a woman lose her mind and refuse to give the valet her keys.

He and I both are pretty sure it was because of the color of his skin.

It was a late model Subaru.

On Saturday a family comes in outraged that they have to valet. They’ve been coming for years and never had to valet before.

And the valet is rude because he wouldn’t just let them park their own car.

Tonight a woman comes in furious that she had to valet.

She says we are trying to make the restaurant fancy.

She is the angriest of all.

She’s been coming to this restaurant for years.

She says it 12 times.

I finally say we e only been open 7 weeks so that can’t be true.

She then proceeds to tell me in the past you just checked in with the kid in the booth.

I explain we are managing the kit to keep people from parking there who aren’t dining with us and to maximize parking.

She’s having none of it.

When she’s was sharing her outrage with the baker her responded the only constant is change and that was the rudest thing ever.

She won’t stop.

Finally she’s led to her table.

3 minutes later she is back.

She and her family announce they don’t like the vibe of the restaurant.

I ask her to explain.

She says the valet.

Then they were taken to table and asked to move and was told no. Even though the restaurant is empty.

(She wasn’t told no. She was told the server had to check with the host).

She goes on and on.

She says over and over the old restaurant was better. The it was not like this before.

Finally she says that they had a better attitude.

I respond they also had rats.

She looks at me and says did you really just say that.

I reply.

I’m serious. The walls were full of them.

We discovered this during the renovation.

She huffed out.

I still don’t know why someone who drives a Subaru won’t valet.

Meanwhile he parks Maseratis, Porsches, even a Lamborghini.

But not a Subaru.

I’d like to speak to the manager!!!

So I’m at the door tonight at 6:30 when a woman approaches the host stand.

I say hello and she asks if we have any tables available for tonight.

I say yes, for how many?

She says 8.

I explain that I won’t have a table for 8.

She asks about tomorrow night or Wednesday night.

I say I know we don’t as I went through this last night with someone on the phone.

As soon as I say this I realize the woman from last night is standing in front of me.

She is worse in person.

Can we make two reservations.

No.

Can we pull tables together.

No.

She moved around the corner looks at the dining room and says but there are so many open tables.

Yes we have reservations.

But I don’t understand why you can’t accommodate us.

I’m getting pissy by this time.

She is getting rude.

She tells me that it seems to her that we don’t want her business. She goes on to say that this is bad business.

I try to explain how this works. I’m becoming less patient.

She is becoming ruder.

She will not take no for an answer.

She raises her voice. Telling me that I’m being rude and I accommodating and this is no way to treat a local.

During the exchange that’s been going on for 6 or 7 minutes I noticed a woman and her son standing a few feet away.

I thought they were her.

I keep looking at them as they look at her.

Except as the woman raises her voice the other woman says:

Stop being rude. I’ve known Jeff for years. He’s never been anything less tha ln kind, and caring and amazing. Stop it.

She tells her that she’s not being rude.

She pushes back and says yes you are.

This goes on and on.

At one point angry lady addresses the other woman’s son and says I’m sorry you are having to see this.

The complainer turns back to me and says I worked I. Hospitality for years. Restaurants and hotels.

I interrupt and say if you’d ever worked in hospitality you’d never treat me like this.

She continues to be aggressive. Abusive.

Meanwhile another woman has walked in.

Finally angry woman leaves.

The woman who walked in says hi I take it you don’t have an available table.

I say for you I have a table.

They end up sitting at the bar and are apologetic for the other woman, give me a tip and make reservations for tomorrow night at our other restaurant.

After they are seated I talk to my defender.

I realized I do know her. She is lovely.

We talk. She says she doesn’t know how we do it. She tells me she almost lost her temper when she addressed her son.

We catch up.

Finally we hug and say goodbye.

I tell her before she leaves that I’m grateful that she was there and Keegan’s she’d like a job defending me on weekends.

I’d like to speak to the manager!!!

The host tells me tonight there is a woman looking for an 8 top reservation for tomorrow night and isn’t taking no for an answer and she wants to speak to the manager.

I take the phone.

Hi it’s Jeff how can I help you.

She explains that she is a local. Her family is in from out of town she needs a reservation for 8 people.

For tomorrow.

I look. We have nothing.

She’s not having it. Can you pull two tables together?

I’m sorry we don’t do that.

Why not.

Can we get two four top reservations?

No you can’t.

Why not.

This goes on.

She asks for Monday.

Same answer.

I explain we only have one table for a party of 8.

She asks for Wednesday.

I explain we already have a 4:30 and a 8:00.

She gets mad. I thought you said you only have one table for 8.

Yes that’s true.

But you just said you have two reservations.

Yes. At 4:30 and 8:00.

So you do have two tables.

No. Two reservations. One table.

This makes her angrier.

She asks why we don’t have tables.

I explain that it’s august in a tourist town.

She explodes and says I’ve lived here for 50 years and I think then you should know better.

She tries a few more tricks then hangs up angry.

Ugh.

I’d like to speak to the manager!!!

Wow.

I never knew being out of wine was such a disaster.

Tonight a man lost his mind because we were out of Cabernet.

Insisted we open a bottle pour to give him a glass.

The server said no.

He said it was inexcusable.

He was an ass when he left.

His girlfriend was sweetly apologetic for his behavior.

I’ll never understand this type of discordant relationship.

Discordant attractiveness I get.

Discordant financially I get.

Discordant educationally I get.

But if Adam was a dick to a server there would have never been a second date.

There is just no excuse.

No.

Excuse.

I’d like to speak to the manager!!!

Tonight was near perfect.

Staff was on point.

Guests were all happy.

Except one I won’t waste my time with.

Everyday should be like this.

I’d like to speak to the manager!!!

I was asked by a man tonight if I was the General Manager.

I said yes.

He says I’d like to speak to you at my table.

I approach the 4-top introduce myself and ask how I can help.

I’m immediately told they are locals. They live down the street.

I’ve never seen them before.

The man who approached me proceeds yo say that they are not impressed with their meals.

Another person says that we should be concerned that their locals because their food is inedible.

I ask exactly what the problem is.

I’m told the paella is burnt they had to scrape the rice off the bottom of the pan.

I try and explain this is how it is supposed to be served.

One of them throws their arms in the air and says we’ve eaten paella before. We know how it’s supposed to be cooked. Clearly you have no interest in what we have to say.

I sure them I am interested but I don’t understand how food we serve all night using the same method turns out four plates of inedible food.

Someone says don’t want anything for free. But as locals we think you should know.

I thank them for letting me know. That I’ll discuss it with the chef at the end of the night.

They don’t want me to do anything for them but as locals I should know how disappointed they are with the experience.

I apologize again that they are unhappy.

I’m told a few more times how unhappy they are as locals.

I excuse myself from the table.

30 or so minutes later they leave.

They all exit with out speaking to me.

A minute later a woman appears and says.

We live here. We are locals. And I just have tell you how disappointed we are with our experience tonight.

I say I’m sorry.

She continues.

As year round locals we e read the reviews. Your score on trip advisor is 3.6. That’s not good. And clearly they are right. The food is not good. And you should be ashamed serving it to year round locals. That live down the street.

I say to her again that I’m sorry. That we are new. I’ll take her comments to the chef after the shift.

She tells me she is local again.

I’m getting frustrated and finally say exactly what does where you live have to do with anything. We treat all our guests the same. Whether you live next door or in Alaska.

Well it will matter in the winter. And you’ll be missing the locals when they only eat here once. Like us. I assure you they won’t come back.

Ma’m I assure you the dining room is filled with people I know right now. And many of them have eaten here multiple times. And they have never complained. Also I’d understand if one persons meal was un satisfactory but for all of your meals to bed I don’t know to speak to that. We serve 100’s of halibuts. 100’s of scallops. We’ve never had complaints so I don’t know how we managed to prepare all of your meals poorly.

I want you to know that o know the owner and I will speak to him personally. We are locals and you care whether we come back. Especially if we live down the street.

A man and his wife have been in the lobby taking turns in the restroom. They exit. Then he pops his head back in and says just for the record our meals were great.

She reminds me again that the locals won’t dine here twice. Just as a woman opens the door and walks in. I recognize her from Sunday. I say hi Laura it’s so nice to see you again. I hope you’ve enjoyed your week so far.

She replies, Sunday night was so special I had to come back.

The local leaves.

And I get Laura, one person, seated at the best table in the restaurant.

I’d like to speak to the manager!!!

I learned something this week.

Something I never knew before.

Seems that running out of Chardonnay by the glass is an affront to god.

Not quite as bad as being a serial killer but much worse than stealing from orphans.

Our wine order this week was a disaster.

Not anyone’s fault.

Just growing pains as we figure out systems.

We were out of Chardonnay by end of night Friday.

Liquor we can get everyday but Sunday. And if I’m desperate I can get it on Sunday.

Wine is a little trickier.

Needless to say we were out of Chardonnay, Pinot noir, and Beaujolais.

Most people were understanding.

Except for a guy who left a review on Sunday angry that we were out of Chardonnay on Sunday at 5:00 and they were early.

Then.

Tonight.

I’m at the door when a couple from the bar leaves.

I thank them for coming in and ask how their experience was.

My mistake.

I’m told that that are being forced to leave because we don’t have Chardonnay. His wife only drinks Chardonnay and they can’t stay.

I ask for clarification and he says it’s inexcusable that we don’t have Chardonnay by the glass.

I tell him we do but we are out of it.

He says then you don’t have it.

Inexcusable.

I say we normally have it.

But you don’t tonight. Inexcusable.

I try to explain we are new…

He interrupts to say it’s a failure in our part. And that I should be making it up to them. I’m not handling it very well. And good luck with this restaurant you are going to need it.

I’m done.

I say I’m not handling it well because you aren’t being nice about it. It just a glass of wine.

And we won’t be back.

I’m sure we’ll be just fine with out you.

He continues complaining while waiting for his car.

And so yes.

An affront to god.