If anyone at Frankie & Benny's reads these, pull the CCTV for an example of how not to run a restaurant; they will definitely the next chain to face closures if this branch is anything to go by; seriously,
The marketing
The rebranding of the menus and advertising looks like the worst of the 90's Little Chef material, a real step backwards, and completely incongruous with the "New York family trattoria in Little Italy" they've styled their brand on for years; what we're marketing thinking?
This franchise
It was a prime business time of the afternoon/evening but the efficiency of the staff implied that they shut hours ago; staff faffed about with jobs like wiping cuttelery and chatting instead of tending to the more pressing jobs just as sorting the bill with customers, taking drinks orders, sitting waiting customers at tables, or indeed clearing the tables.
What I guess was the resident management was sat taking up a booth with the laptop altering a music play list rather than doing anything productive, or supervising the staff (don't they have a back office to do that kind of work in?).
The main distraction to the staff seemed to be a member of staff whom had bought their child in (to be fair the baby was as cute as a button and could've stopped traffic with her dimples and laugh, but it's probably not the best thing in a busy place of work). This distraction had no fewer than 3 member of staff permenantly absorbed in to a loud congregation near the bar, blocking the walk ways and preventing other staff doing their work.
This also prevented the waitress from coming and finishing clearing the table she'd sat us at, so we just shuffled the dirty plates to the far end of our table for the duration of our meal.
The food
Frankie and Benny's has never been cheap, but has always been good value, with heaps of hearty Italian portions for your money.... until now.
I had a carbonara (which has always been
<£1.50 worth of ingredients served for over a tenner) but the portion was dismal. Now I wasn't expecting a whole side of bacon chucked in there, but seriously, a few pence worth of spaghetti to actually fill the bowl would've at least made if feel like a main sized portion.
The positive spin of all of the above? We had plenty of space for a dessert..... however it took us so long to attract the attention of a cooing member of staff that we thought we'd just get the bill instead as looking after customers was not on any staff members remit this day, so we just got the bill and left, probably to not go back again.
This is where I'm left thinking about all the things I'd do differently if I was given the chance to run a potential gold mine like this, alas I don't think this particular branch is going to be open long enough for me to find out if I could.
The only positive
The only redeeming feature I saw on our whole visit was the barmaid.
She was single handedly scrubbing and setting up the bar, including cleaning cocktail blenders, serving drinks, restocking shelves, sorting the till and doing it all with a smile every time we made eye contact with her.
She was literally the only one we saw working for the whole of our visit and I hope that she is not tarred with the same brush as the rest of the team.