Landing Light

I wanted to share my admiration for the way today's situation was handled at your establishment. With my background in hospitality and my family's ongoing involvement in management, I was thoroughly impressed by the manager's professionalism. It's well-known that booking a table on a Sunday is ideal, so despite living just two minutes away, I made a reservation for myself and my daughter. Upon our arrival, we were promptly and warmly greeted, with the manager's delightful sense of humour making my daughter feel like 'the boss'. We were informed of our table number, given menus, and guided on how to order at the bar area. After ordering drinks, we enjoyed a pleasant chat. The food, when it arrived, was generously portioned, and with my daughter's help, we managed to finish it all except for the parsnips (I can never get used to them). Midway through our meal, a lady entered the building without waiting by the clearly marked 'please wait to be seated' sign and proceeded to the bar area. Her partner followed, but the manager politely inquired if they had a booking. Unexpectedly, the lady demanded a seat with a high back, and when the manager explained that the only available seats were the ones she could see, she accused him of discriminating against disabled people. The situation escalated quickly when the lady's partner became very aggressive, swearing and threatening to punch the manager. Despite this, the manager remained calm and politely asked him to leave, as the gentleman was causing a scene in front of a restaurant full of families with children. Eventually, the situation was de-escalated, although the couple threatened to leave a bad review, citing disability discrimination. From the manager's perspective, and having experienced similar situations myself, I applaud the entire team for their exemplary handling of this incident. My daughter wisely advised me to stay seated and not get involved, knowing I was ready to support your colleagues. You are amazing, and don't ever let anyone make you feel otherwise. Keep up the great work, as I know how challenging it can be. Lots of love and support. Michelle xx