(Google 번역 제공) 오늘 점심 먹으러 로지스에 갔는데, 좀 별로였어요. 로지스에서 식사하는 건 처음이었는데, 그동안 소문으로만 들었던 음식을 먹어볼 생각에 설레더라고요.
음식을 기다리는 데 45분 넘게 걸렸어요. 저도 서비스업에 종사해서 서두르는 편은 아니지만, 30분이 넘어가자 뭔가 실수가 있었거나 제 이름이 불리는 걸 듣지 못한 게 분명했어요. 카운터 직원에게 말을 걸려고 했는데, 직원은 저를 무시하고 긴 줄을 가리켰어요. 솔직히 말해서, 줄은 이미 문밖까지 다 나가 있었고 직원분은 대부분 혼자 있는 것 같았는데, 이건 정말 적절한 행동이었어요! 직원분은 전혀 도움을 받지 못하셨던 것 같아요.
결국, 한 요리사(아마 요리사였던 것 같아요)가 제가 카운터 옆에서 오랫동안 서서 기다리고 있으니 뭐 필요한 게 있냐고 친절하게 물어봐 주셨어요. 45분 동안 기다렸다고 말했더니, 주문 내역을 확인해 보니 뒤쪽 접시 몇 개 위에 20분 동안 놓여 있었다고 하더군요. 아마 제 이름을 듣지 못한 것 같았고, 다시 부르는 대신 접시를 뒤쪽으로 옮겨 놓았다는 뜻이겠죠. 테이크아웃으로 주문했기 때문에 바에 앉아 접시에 담긴 음식을 제대로 살펴보지 않았던 겁니다. 어디에 서서 제 이름을 들어야 하는지에 대한 안내도 전혀 없었습니다. 저는 식당을 나서지 않고, 끊임없이 카운터를 바라보며 제 이름을 들으려고 애썼습니다.
저를 응대한 요리사는 (주문한 샌드위치를 포장하는 대신) 테이크아웃 용기에 담아 저를 보냈습니다. 말할 필요도 없이, 40달러짜리 주문은 완전히 식어서 상자에 눌려 부서지고 빵은 눅눅해졌습니다. 요리사를 전혀 탓할 수 없어요. 요리사는 정말 바빴고, 제 문제를 해결하기 위해 온갖 노력을 다했어요. 솔직히 말해서, 주문한 샌드위치는 오랫동안 차갑고 축축했어요. 뭉개져 있었음에도 불구하고 말이죠. 요리사는 정말 친절하고 사과도 잘 했고, 제가 결국 음식을 받을 수 있었던 유일한 이유이기도 했죠.
당신이 손님이 많은 카페라는 걸 알고 있고, 오늘 일하는 모든 사람들이 최선을 다해 열심히 일하고 있다는 것도 알아요. 저는 20% 팁을 줬고, Rosie's가 얼마나 붐비고 카운터 직원과 요리사들이 얼마나 지쳐 있는지 보고 나서 이 주문 하나가 놓친 것에 대해 그들을 탓할 수 없어요. 하지만 사실상 차가운 남은 음식에 40달러를 쓰는 건 용납할 수 없어요!! 이런 후기들은 지원을 받지 못하는 팀이라는 걸 보여주는 경우가 많으니, 직원을 더 고용해 주시면 좋겠어요.
(원문)
I visited your establishment for lunch today and had a rather poor experience. This was my first time dining at Rosie’s, and I was very excited to try the food I’ve heard so many great things about.
I ended up waiting over 45 minutes for my food. I also work in the service industry, and am not one to rush service workers, but once we surpassed 30 minutes, it was clear to me that there was a mistake, or I didn’t hear my name get called. I attempted to speak to the counter person who ignored me and pointed at the long line. This was honestly a fair move, as the line was out the door and she seemed by herself for the most part! She was totally unsupported.
Eventually, a cook (I assume she was a cook) very nicely went out of her way to ask me if I needed something since I had been standing and waiting next to the counter for so long. When I told her I had been waiting for 45 minutes she looked up my order and said it had been sitting on a counter on some plates in the back for 20 minutes, which I assume means I did not hear my name and rather than calling it again, the plates were moved to the back. I placed the order to-go, so I hadn’t been looking out for it on plates from where I was sitting at the bar. I was also given no direction for where to stand and listen for my name. I never left the restaurant, I was constantly looking over at the counter for my order, and was actively listening for my name the whole time.
The cook who spoke to me put our order into to-go containers (rather than wrap up our sandwiches as we ordered them) and sent me on my way. Needless to say, my $40 order was completely cold, squished into boxes, falling apart, and the bread had gotten soggy. I don’t blame the cook for this at all, she was very busy and went out of her way to solve this problem for me, and honestly, the sandwiches we ordered were already cold and soggy regardless of being smushed since they had been sitting out for so long. She was incredibly kind and apologetic, and the only reason I ended up getting food at all.
I understand you are a very high volume cafe, and everyone working today was working very hard to the best of their ability. I made sure to tip 20% and I don’t blame them for this one order slipping through the cracks after seeing how crowded Rosie’s was and how overwhelmed the counter people and cooks were. However, spending $40 for essentially cold leftovers feels unacceptable!! I hope you can hire more staff because a lot of these reviews are reflective of a team that isn’t being supported.