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January 08, 2012

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MagnusPim

Few aspects of dining out are more contentious than a restaurant's reservation policy. Your post succinctly points out one of the thornier hurdles - the unsat, reserved table.

Not knowing the exact policy of the establishment in question, I can only surmise that a)they were indeed acting in bad faith, b)that table was late and/or c)the hostess was just bad at her job.
Having worked in and managed different restaurants with different reservation policies, I will say that (a) is the more unlikely option. But this seems to be your own premise. How did we get here?

I can tell you this: I've been on the receiving end of many an incredulous and contemptuous look from a guest who clearly does not believe you when you say, 'Unfortunately, that table is reserved'. Worse, to have the table in question sit empty while the guest finishes at another table! No one wants to have that happen, unless they are truly either a sadist or a masochist.

There are several things at play here. One is the very notion of a better table and conversely, the worst table in the house. For the restaurateur, the ideal is to have every table be a table that your guest wants to sit at. The reality: when someone makes a reservation they are always sat at the best tables first. But, unless it's a problem of sections for staff, walk-ins get the best available. That way, when you only have that crap deuce left, the couple will see that every other table is full.

Another reality is that walk-in business is better. If you're busy enough, you maximize your turnover without having tables stand empty. The reservation, no matter how much it may benefit the floor staff or the kitchen, is there because guests want it.

Finally, to the "manager's table". This is the table that is kept free at the discretion of the manager, never the host/ess (unless, of course, they are one and the same). This can be useful, but I've never heard of the best table in the house being the manager's table, nor the worst. Ideally, the manager's table is out of the way yet easily moveable.

Bottom line, you were in and out in under an hour and a half. It was clear that you wanted to sit at that table. An hospitable person would have sat you there and moved the reso to a different table or told you that you could sit there but that it was reserved for 1:00pm, etc. and would that be enough time? It is called the hospitality industry, after all. One of our jobs is to make people feel loved.

Maybe your instinct was right, and this hostess just wanted to punish you. It's entirely possible. Many a martinet has run the host/ess stand and, sadly, will continue to do so.

Christopher Wilton

OkanaganWriting

Regardless of reservation culture, polite staff reign supreme. You entered a service-oriented culture, where one pays (on a scale, I might add) for an experience. Other rules aside, a key one was blatantly ignored.

It's food, and it should be celebrated in a happy environment. How unfortunate that the first person you encountered happened to have just eaten a very sour apple.

~ Jeannette

Meg Houston Maker

Christopher, many thanks for your thoughtful and valuable comments as an insider in the restaurant business. Although I've worked as waitstaff during both lunch and dinner shifts at comparable restaurants, I've never been the decision maker—the hostess, manager, or maître d'hôtel—and I know the decision matrix is complex and multivariate. Your point about reservations being good for patrons is very well taken.

In the case of this particular lunch service, there were many tables that stood empty that day, and so it's hard for me to decipher the hostess's calculus. Perhaps if we had arrived well into lunch service, rather than at the stroke of noon, the hostess might have felt she could sacrifice a better table to a couple who hadn't made prior arrangements. Or, had she done what you suggest here—asked us whether we might be in and out within the hour—we could have been spared a small humiliation.

Thanks again for reading and for your comments.
Meg

Meg Houston Maker

Jeannette, thank you for your weighing in with your thoughts. The restaurant industry is often referred to as a service industry, though I like to think of it as an "experience" industry, and the quality of that experience is expressed through the interactions between staff and patrons, the presentation of the food, the ambiance, the soundscape, the light, the aromas, and the mood the place sets.

Perhaps the holidays had everyone on edge (myself included), because the customary flow has been disrupted. The menu is different, the clientele is different, there are more private parties, the patrons are opening gifts at the table, etcetera. Things aren't, in other words, "normal," meaning as they are in February or August, and so perhaps the staff has to stay braced for the unexpected. In other words, and to your point, the holiday experience is supposed to be characterized by merriment and good will, but the holidays may in fact make this harder, rather than easier, on the players.

Steve Shaffer

Meg,
Nicely written. I've observed similar behavior mostly at restaurants that have ridden too long on their long lost reputation.
I can only hope your observations were reflected in the gratuity? The hostess usually receives a portion.
I hope that you at least will not frequent the establishment. I'd also suggest a quick review in yelp, although I understand that's mostly a SF bay area thing; it's an amazing way to get management's attention that customers do notice indifferent or rude service, and yes, lying to you was rude.

Meg Houston Maker

Thanks, Steve, for reading, and for your kind comments. In this case, I wasn't the one who paid the bill, so I'm not sure whether our sentiments were reflected in the tip. But I usually hate to penalize waitstaff for a hostess's actions (I've waited tables—can you tell?), so I'm not sure whether I would have skimped on the gratuity anyway. I'll try to take your suggestion to heart next time.

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