(由 Google 翻译)我最近在这家高级餐厅用餐,但很遗憾,体验非常糟糕。虽然菜品尚可,但服务远低于我对米其林二星餐厅的预期,尤其是与我之前在澳门和马来西亚的戈登·拉姆齐餐厅的用餐体验相比。
首先,我承认我有责任留意预订页面上注明的用餐时间限制(两小时)。然而,经理“提醒”我们的方式令人不适且不够专业。预订页面内容繁多,要求客人仔细阅读所有条款,尤其是在他们只想享受用餐体验的时候,实在是不合理。经理完全可以在我们入座后礼貌地告知用餐时间限制。
抵达餐厅时,接待员态度友好,我们也对即将到来的用餐充满期待。如果用餐时间限制为两小时,经理完全可以在我们入座后礼貌地告知。相反,用餐过程中没有任何明确的提醒,直到我们吃完所有菜肴后才被催促离开,这营造了一种令人不快且紧张的氛围。如果您想确认我所指的经理是谁,他是一位身着深色正装的男经理,在我们预订当日晚上7点至8点之间为我们服务。他没有自我介绍,但根据他出现的时间和职位,您的团队应该很容易就能认出他。
其次,我们是由两位经理服务的,但却没有得到任何菜单介绍,而其他桌的客人显然都得到了介绍。这种不一致让我们感到被忽视和困惑。在我之前几次光顾戈登·拉姆齐餐厅的经历中,菜品介绍是标准流程,可以避免不必要的询问。
第三,主菜结束后,我们表示已经吃饱,没有点甜点。然而,服务员并没有询问我们是否还需要甜点,而是直接把甜点菜单放在了桌上,也没有任何解释。幸好,一位服务员礼貌地过来推荐了甜点,我们很欣赏他的专业精神,于是点了一份甜点一起分享。
然而,在我们用餐期间,经理回来问道:“你们吃完了吗?”我们点头后,账单立刻被放在桌上,既没有解释也没有结束语。这让我们感觉很匆忙,也很不礼貌。
最后,当我们慢慢享用甜点时,经理反复过来询问我们是否吃完了,并再次强调:“我现在需要这张桌子。”虽然我理解餐厅需要控制客流量,但在高级餐厅里出现这种行为,让人感到压力、不自在,而且非常不合适。即使是更休闲的餐厅,服务也更加友好周到。
总而言之,食物还不错,但服务,尤其是上面提到的那位经理的服务,令人极其失望,完全没有体现出戈登·拉姆齐餐厅的品牌声誉。我真诚地希望餐厅能够进行进一步的培训和内部审查,以确保其他客人不会遇到类似的情况。
感谢您抽出时间审阅这份反馈意见。我期待您的团队就此事作出回应,因为我昨天已经当面向一位接待员反映了这个问题。
(原文)
I recently dined at this fine-dining restaurant and, unfortunately, left with significant disappointment. While the food was decent, the service fell far below the standards I would expect from a two-Michelin-star establishment, especially when compared to my previous experiences at Gordon Ramsay restaurants in Macau and Malaysia.
Firstly, I acknowledge that it was my responsibility to note the two-hour table limit stated on the reservation page. However, the way the manager “reminded” us was uncomfortable and unprofessional. The reservation page is lengthy, and it is unreasonable to expect guests to thoroughly scroll through multiple conditions when they are simply trying to enjoy their visit. This could have been communicated politely after we were seated.
Upon arrival, the receptionist was friendly, and we were excited for our meal. If the table was limited to two hours, the manager could have mentioned this politely after we were seated. Instead, there was no clear reminder throughout the meal, and only after we had completed our courses were we rushed to finish and asked to leave abruptly, which created an unpleasant and pressured atmosphere. If you would like to identify the manager I am referring to, he was the male manager in a formal dark suit who attended to our table between 7:00 PM and 8:00 PM on the date of our reservation. He did not introduce himself by name, but the timing and role should make it easy for your team to identify him.
Secondly, we were served by two managers, yet we did not receive any introduction to the menu, whereas other tables clearly did. This inconsistency made us feel neglected and confused. During my previous Gordon Ramsay visits, a brief explanation of courses is standard and avoids unnecessary questions.
Thirdly, after we finished our main course, we mentioned that we were full and did not request dessert. Instead of checking whether we still wished to order, the dessert menu was placed on the table directly without any
explanation as well. Thankfully, one waiter approached politely and recommended an option, and we appreciated his professionalism enough to order one dessert to share.
However, while we were still eating, the manager returned and asked, “Have you completed your meal?” When we nodded, the bill was immediately placed on the table without clarification or closing comments. This felt rushed and discourteous.
Lastly, as we took our time to finish the dessert, the manager repeatedly returned to ask whether we were finished, again stating, “I need this table right now.” While I understand turnover management, such behaviour in a fine-dining environment felt stressful, unwelcoming, and inappropriate. Even far more casual restaurants offer friendlier, more considerate service.
To summarise, the food was decent but the service, particularly from the manager mentioned above, was extremely disappointing and did not reflect the reputation associated with the Gordon Ramsay brand. I sincerely hope further training and internal review can be conducted to ensure other guests do not encounter similar treatment.
Thank you for taking the time to review this feedback. I look forward to hearing from your team regarding this matter, as I have already provided this feedback in person to one of the receptionists yesterday.