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What is your policy?
Love to hear your policies or thoughts on this one:
Last night, while repairing bikes for a local non-profit group, I bumped into a guy wearing a Houlihan's t-shirt named Bob (not his real name). I asked him if he had worked for the chain. He had, as a server in a franchised unit on the East Coast.
How'd you like it? He'd met his girlfriend there, he said, so, yeah, it was a good job -- sort of.
Meaning?
It turns out Bob quit Houlihan's after a party of 10 disappeared. The group had downed pricey drinks and appetizers and ordered entrées. Someone in the group then complained the food was taking too long to get out. Could he go back to the kitchen and check? Figuring they were good customers, Bob did their bidding and was duped.
The guests snuck out.
A floor manager initially told Bob he was responsible for the total amount. Then the manager amended it to half, which amounted to $160, Bob said.
No way, Bob protested. Dining and dashing was thievery, not a mistake on his part. He didn't feel responsible therefore for any amount.
Later, the general manager, who wasn't on duty that night, told Bob the assistant was wrong. Bob wasn't responsible for the party's check.
Bob said the events so shook him up (particularly the restaurant's insistence he pay for the absent party) he gave two-weeks notice.
How do your restaurants handle problems like this one? Do have have a monitoring system in place to discourage dine-and-dashers?
What is your policy?
July 3, 2008
Love to hear your policies or thoughts on this one:Last night, while repairing bikes for a local non-profit group, I bumped into a guy wearing a Houlihan's t-shirt named Bob (not his real name). I asked him if he had worked for the chain. He had, as a server in a franchised unit on the East Coast.
How'd you like it? He'd met his girlfriend there, he said, so, yeah, it was a good job -- sort of.
Meaning?
 |
| Customer warning: Dine, dash and die. |
The guests snuck out.
A floor manager initially told Bob he was responsible for the total amount. Then the manager amended it to half, which amounted to $160, Bob said.
No way, Bob protested. Dining and dashing was thievery, not a mistake on his part. He didn't feel responsible therefore for any amount.
Later, the general manager, who wasn't on duty that night, told Bob the assistant was wrong. Bob wasn't responsible for the party's check.
Bob said the events so shook him up (particularly the restaurant's insistence he pay for the absent party) he gave two-weeks notice.
How do your restaurants handle problems like this one? Do have have a monitoring system in place to discourage dine-and-dashers?
Posted by David Farkas on July 3, 2008 | Comments (1)
Industries: Operations
July 3, 2008
In response to: What is your policy?
SFF commented:
In response to: What is your policy?
SFF commented:
The waiter was right to tender his resignation. Detailed and through training must include members of the management team. Large parties are important contributor to sales. They are also difficult for a waiter /waitress and a manager should have been overseeing the situation. More importantly assisting in the kitchen or at the expeditor widow too ensures an even flow. Miss commutations, poor training and inconsistent messaging to employees is the number one reason employees leave. Just look and one can see what has happened to the chain. Growth in unit volume and units has over the past several years diminished. Gee can we wonder why?
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