25. September 2010 19:52
What kind of business adds tips automatically? 1, Resorts where guests don’t know local customs, 2, Indian restaurants where actual Indians go and 3, places like Elysian where lounge service is so abhorrent that they’d be lucky to see a non-compulsive dime.
The extent to which the experience of 9/25/2010 differed with the past was shocking. Before, Balsan was as busy as Exit on hipster night but still handled our bigish party with the highest level of efficiency without making us feel like we were riding an assembly line. Dinner at Ria, although lonely, was one of the best Rush Street dinners in a long, long time. Service was amazing. Read. But today, the service in the lounge between the restaurant and bar was something out of Candid Camera but no one came jumping out and offering free drinks to make up for the cruel joke.
Many restaurants have silly-seeming rules that have thin operational merits but cause very fat annoyances to customers. “Close out your bar tab before you go. Sorry, we can’t transfer.” No, I’m sorry that your software can’t segregate tips from one section and another. It’s arithmetic, not nuclear physics. “We don’t serve the bar menu in the restaurant.” Then serve it in the bar and I’ll bring it to the table. It’s one business, one database of inventory and one credit-card processing account. It again is not that hard. “We’re done serving breakfast at 11 and it’s 11:15.” I’m very sorry your pots and pans are filled with lunchtime things but I really really think you might have a spare hanging around there somewhere capable of frying eggs. Why not just make me happy? I’m not asking for your kidney. In any case, the lounge was guilty of 1 and a derivative of 2.
We wanted a few drinks in the lounge and maybe one of Balsan’s delicious pizzas. Nope. See excuse #2 above. “But that table has a pizza” we complained. “That table knows the chef” was the response. Indeed, the chef was buzzing around there quite a bit. Would they make an exception for the less-connected hungry? Perhaps. She needed to check with the chef to see if he would grant her permission to carry the dish an extra 25 feet. Wrong answer. Especially when the drinks were not forthcoming.
There are lots of places that believe in what I call “cheerleader management.” This discipline hires model-types to work as hosts while completely and utterly disregarding the actual service component of the business. Walking into the lounge and seeing 4 beautiful hostesses fluttering about without a single order-taking soul in sight is exhibit A in this management philosophy. I expect this from nightclubs and virtually every business in LA but Elysian? Come on. Cheerleader management has a lot in common with communism. Both are products of minds inexperienced in worldly ways. Both cause ridiculous misallocations of resources and eventually bankrupt their believers. I see parallels between the beautiful pristine highways of East Germany (even though they had no cars with which to drive them) and an army of staff none of whom bother helping customers. Why not allocate resources into places they might actually help? Or at least help not piss people off? After the second time a party member asked to place an order we should have just gotten up and went to Luxbar or something. We eventually did BTW, just not before we learned that the wait staff gets 18% despite the depths of their ineptitude. It’s fine I guess. It’s not their fault. Scheduling is the charge of management but when staff makes their tips no matter how pissed people are, the management won’t ever change anything. Great gig while you got it. Your wall won’t crumble till you’re bankrupt.