(由 Google 翻译)我先从我预订的5号周六晚上7点30分的两人份的座位开始说起。
我们大约晚上7点40分到达,在服务入口等了10分钟才有人接待我们,我们要求服务员尽量坐在外面,然后服务员带我们去座位,这时服务员说着话就朝吧台跑开了。我们坐下后,发现桌子上到处都是食物,座位有些地方都湿了。我们等了一会,想看看是需要在餐桌上点餐还是去吧台点餐。我们叫了另一位服务员,她手里拿着满满的盘子走过,拿走了我们的饮料和主菜单。我们不介意在吧台点餐,只是想知道具体时间。我们的饮料和主菜在5-10分钟内就上桌了,这很好。然后我们又叫了一位服务员来帮我们点了全部菜,我们只需要点主菜就行了。我们点了几道菜,当时没有鸡肉菜可点,所以我们点了五花肉和牛脸肉作为主菜。当时大约是晚上8点05分,工作人员一直在强调厨房8点30分关闭,但如果你预订了7点30分的餐桌,那么餐点应该在这段时间内做好。结果已经晚上9点05分了,我们还是没拿到餐点。没有人来查看,甚至没有人提醒我们等待的时间,也没有人再点一杯饮料等等……
于是我们去酒吧付了酒水和主菜的钱,我们告诉了服务员这件事,但没有人承认,他们说我们不知道。期间,我们注意到厨师走进酒吧区对着服务员大喊大叫,他们甚至没有告诉我们为什么我们没拿到餐点。他们一直保持沉默,低着头。我们并没有表现出粗鲁,只是真诚地询问发生了什么事,以及为什么会有这样的问题。
道格拉斯港大约晚上9点就关闭厨房了,所以我们不得不去城里其他地方找吃的,那里只有一家汉堡店营业到凌晨2点,这对于我们想在餐厅吃晚餐的人来说不太理想。
我之前因为商务和个人原因去过道格拉斯港橡树酒店好几次,所以我预订了这家酒店,所以我期待着它能带来10/10的好评,但结果却很糟糕。非常沮丧和失望。
我住的地方离这里大约1小时车程,所以抽出时间去一个美丽的度假村吃晚餐绝对是当晚的亮点。很抱歉,但我确实认为需要对以下方面进行一些修改或培训、指导或辅导:
1. 如果厨房晚上8:30关闭,那么晚上7:30就不要预订了。
2. 定期清理餐桌,尤其是在有人坐下的情况下,在安排顾客入座之前要先查看一下。
3. 客人抵达时,应了解菜单建议,了解有哪些菜品可供选择,这可能有助于了解选项——我理解,这可能不是在客人抵达时告知的,但可能是在点菜时告知的。
4. 员工需要提高客户服务技能,做到礼貌待人,并能理解情况,无论好坏。
5. 员工与顾客的互动绝对需要改进,团队氛围非常糟糕,不利于顾客观看和聆听。
我可以继续说下去,但我认为这个反馈很重要,应该传达给管理层/老板。
谢谢,罐头酱主菜很美味,饮料也很棒。
(原文)
I will start with the booking I made for Saturday 5th for 7.30pm for x2.
We arrived roughly 7.40pmish, we waited at the service entrance for 10 mins to be seen, we asked then to be seated outside if possible, then were shown where to be seated as the service lady ran off talking towards the bar. We sat down and there was food all over the table and the seats were wet in some places. We waited till to see if we needed to order at the table or go the bar. We pulled up another staff lady and she took our drink and entree order as she was walking past with hand full of plates and we didn't mind ordering up the bar but just wanted to know, but we got our drinks and entree within 5 - 10 mins, which was good. Then we had another staff member come to do our full order and we only needed to order main meal. We choose couple things and there was no chicken dishes to order so we ordered pork belly and beef cheeks for main meals and this was roughly 8.05pm and the staff member was stressing the point that kitchen shuts 8.30pm but if you have booking of table 7.30pm you'd be expected to have a meal cooked within that time. It was 9.05pm and we still didn't get our meals. We had no one checking on us, or to even prompt us on the waiting time, ordering another drink etc...
So we checked out to pay the drinks and entree at bar and we made it known of this and no one had acknowledged the issue and they said we don't know. During this time we had noticed the chef come into the bar area yelling at the bar staff and they didn't even advise us of why we never got our order. They were silent and kept their heads down. We weren't rude we were genuinely asking what had happened and why there was an issue.
Port douglas shuts everything for kitchen roughly 9pm so we then had to go source somewhere else in town for something to eat which was only a burger place opened till 2am, not ideal when we wanted a restaurant dinner.
I booked this for us as I've been to Port Douglas Oaks several times for business and personal so was expecting the same result of a 10/10, but had received nothing but a bad experience. Very upsetting and disappointing.
I live roughly 1 hour away so the travel to take time to be at a beautiful resort for dinner was definitely on the highlight of the evening and I am sorry but I do believe there needs to be some changes or training, coaching or mentoring on the below;
1. Don't have bookings available 7.30pm if customers are going to be told kitchen shuts at 8.30pm
2. Clean the tables regularly and especially if having someone to sit down, look prior to seat your customers.
3. Menu advice at arrival should be known to what is available, possibly would help be aware of options - understanding that this probably wasn't communicated at arrival but perhaps when we were getting our orders taken.
4. Staff need a brush up of customer service skills to be polite and acknowledging of a situation whether it be good or bad.
5. Staff interaction infront of customers is definitely something that needs to raised, very poor team environment and doesn't help the scenario of customers watching and hearing it.
I could continue to go on but thought this feedback is important and should be passed onto to management / owner.
Thank you, but can sauce entree was delicious and the drinks were also great.