Written By: Cameron Stangel
LY Lunch Sales: $1797
Projected Sales: $2241
TY Lunch Sales: $2186
+/- :Missed projections by $55. Beat LY by $389
Lunch Covers: 120
Avg PPA:$18.22
Weather: Muggy and overcast
Any Special events going on?: None that I am aware of
Who worked?: Alex, Kate, Krystin, Lynn, Ruthy (H), Johnathan (SA), Hiroe (FR)
Flow of Business, Cuts and Ticket Times:
Today we started out with a 7 top walk in and we put them right into the party room since there were no resos. We then filled up quickly and went on wait from 12:15 until 1:10. I had a 6 top of women come in incomplete and we were putting then at B6and B7. 5 were present and wanted to be sat. I explained the policy and they said the other person was coming in an hour but they would order food for her. I told them that is not how our policy works and we can only sit complete parties..They talked it over and said they were 5, not 6. I explained that this means a different table size and only 5 people can fit, no more..so if their friend showed up there is no way she can sit with them. They said they were 5. Ok so I put them on A6 and capped the end. The restaurant filled up. A women comes saying she was meeting her friends and I said that that ground of people said they were only 5 and there is no room at the table since we do not sit incomplete parties and they claimed to be complete. They didnt't understand why they couldn't put 2 chairs at the end of the table and I explained how it was dangerous and against health/safety compliance laws where it is blocking the very narrow passage ways we have. They kept saying they were going to switch around their tables so she could sit (all other tables were being used). I told the joiner she could have a seat for 1 at the sushi bar and she said declined and said she will just stand in the isle and chat with her friends and now she didn't need to eat...I explained how that wouldn't work either (safety etc) and she didn't understand and her friends just kept wanting to pull another chair and have 2 chairs capping the same side of A6. They already ordered but I said if they wanted to wait for a 6 top they could it would be about 20 minutes, they other person left and they seemed upset. I explained if they said a party of 6 they would have gotten their table for 6, but they said 5 and they got a table for 5. They weren't very polity to either Ruthy or myself after I explained this many times about the size of our restaurant, our seating/company policy or safety and they didn't understand. I just recieved a phonecall from this party looking for manager and they asked if I was the one earlier and I said yes and if they had a good lunch/issues/comments/concerns. They said no asking for (elizabeth's) email. I asked if this was regarding our company seating policy, thy said no so I thanked them for understanding earlier and sorry for the confusion about them and their 6th person. They insisted on the email (so sorry in advance) and I asked again if it was regarding the seating policy and they said something else and I said I am the service manager and can help them and they said no... so I'm not too sure peobably about the seating policy.
Specials?
Bento
3 Staff members that stood out (why/how):
*contest to have 6+ Bentos got $10 Kate went above and beyond selling 11
*Lynn is great, needs no direction
*Johnathan is getting his timing down with bussing/water/prebusssing
Any VIP's in?
Comps& Void Detail:
void ginger beer
birthday dessert
our first complete summer punch card!!!x2!
R&M needs?:
86'd items/ need more?
Wow that sounds like quite the situation. I'll keep my eyes peeled for an email to that affect. I have been in that situation before and the best advice i can give about this is to let the guest vent and say their peace. The less you say, the better. You can certainly apologize for the misunderstanding, but when it comes to them wanting to argue, the less you say the less they have a leg to stand on, and then they are the ones that are perpetuating the situation. It's hard. I'm not saying every situation is that easy to do that to, but in most cases, explain to them once, and then let it alone.
ReplyDeleteIn seeing more notes about parties that have pushed the limit, I think we need to be crystal clear with them before they sit, saying "If one more shows up, we can not seat them with your party" The more information the better. And just really softening the blow here. These last few weeks people have been real touchy when we try to tell them "no", and I'm not sure if it's just the change of barometric pressure that's got everyone's pants in a twist, but it certainly has been happening often. We just have to be as nice as possible in telling them no.