Booked this restaurant for my birthday, celebrating with friend's and reconfirmed my reservation and no's on the day.
On arrival the manager acknowledged us then with no explantion went behind the bar and began a heated discussion with a staff member ! We watched on bemused with another couple who were also waiting to be seated. Eventually the manager returned to inform us our table wasn't available as the staff had not followed the seating plan for this evening . Furthermore if we wanted a table it would have to be "upstair's" which causes him problem's because he had not envisaged he would have diner's upstair's this evening and therefore he hadn't enough staff on duty, so service level's would be affected. Inconceivable !!! No wonder the couple also waiting left the restaurant on hearing this. We should have done so at that point but were unsure, especially being a Friday night and party size how easy it would be to get a table elsewhere.
We were then taken upstairs by the staff member the manager had an altercation with, his demeanor was one of a person completely cheesed off and hardly put's you in a celebratory mood ! The upstairs was cold and soulless and we asked if our drinks order could be taken and if we could have some background music playing please. None of this happened as the tables we were seated at needed to be cleaned ! Surely we should have been offered drinks downstairs at the bar whilst cleaning was in motion upstairs and then shown to our table ?? We ordered drinks and with no sign of a bevearge arriving (we had been in the restaurant 30 mintues by now) , made the correct decision to leave .
Spoke to the manager informing him we were leaving as we still hadn't received our drinks and was informed they were doing them !! This manager clearly needs to take responsibility and ownership of his restaurant, whilst undergoing training in management and customer service. I find it exceedingly unprofessional when manager's blame their staff when thing's go wrong, being a manager doesn't make you unaccountable !! You're the manager, surely you should cast your eyes over the seating plan to confirm it mirror's with reservations you have booked !?! Then you should have demonstrated some customer service skill's, afterall good customer service is the lifeblood of any business !!!
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