Reservations
I took a phone call the other day from someone that wanted to make a reservation for a party of six. When we got to the end of the details, I informed the caller that it is our policy for parties of six or more to secure the table with a credit card, that the card is not charged, but in the event that they did not show or canceled after noon on the day of the reservation, they would be charged a penalty.
This made the caller furious, indignant, and outraged. We had a discussion about our policy. I explained that for our restaurant, we only have a limited number of tables that will accommodate a group of six or more and that no-shows for those tables is a problem for our restaurant.
The caller’s first response was that they had never heard of such a thing. I suggested that they try making a reservation at a New York restaurant and see what their policy was. “This isn’t New York!” he indignantly replied. True, it’s Asheville - but what difference does that make? My tables are as precious to me and my staff as any in another city. For that matter, call a small restaurant in Raleigh or Chapel Hill, even for a two top and see what their response is.
The next line of discussion was the fact that the caller really likes the restaurant, the service is always good, food tasty and ambiance warm and welcoming, which is why he wanted to dine with us. He also indicated that he was a regular diner. These were good things to hear. I explained that we didn’t keep track of individual clients reservation habits, though there are a few ‘local’ clients that are (were) notorious for calling with large groups and then never canceling or showing up - after we had called in staff to cover the party, blocked off a time slot and made sure we were adequately staffed in the kitchen.
The caller identified himself. He works with a group in town that we have done some fund raising for, and so The Market Place has been very helpful establishing their business. Knowing what that group does, which is essentially the same thing The Market Place does - sell seats to an evening of entertainment - I asked if they ever held ‘will call’ tickets WITHOUT a charge card? The caller did not respond to that question, but of course they require a charge card! As a matter of fact, they charge the card before someone picks up the ticket. And if the person doesn’t show, I am guessing there is no refund.
Well, being in the hospitality business, I could see that I had outraged this person. And that I was not going to get anywhere sharing my experience of no-shows. So I acquiesced, and told him, I would not expect him to guarantee his reservation.
When I hung up the phone, I felt violated.
I have always wanted to write about this, an now, in the open world of blogging, I can express myself, and you can respond and perhaps we can learn something and find a better way. This issue of reservations, no-shows and large groups is a challenge not just for this restaurant, but for every restaurant.
This morning I went to the dictionary and looked up the word “reservation”. Here’s what I found on dictionary.com:
1. the acto of keeping back, withholding or setting apart 2. the act of making an exception or qualification 5. an arrangement to secure accommodations at a restaurant or hotel, on a boat or plane, etc. (italics are mine).
In a restaurant like The Market Place, everyday there is an incredible amount of time and energy spent on balancing ‘the floor’. How much food do you buy, how much staff to schedule, figuring out how many people are coming in at any one sitting, assigning stations, what are the special requests - all these things and a hundred more small details to pay attention to - everyday - almost 29 years for me. This attention to detail is not restricted to geography - what I contend with in Asheville is exactly what a restaurant in NY or Chapel Hill or anywhere has to mind.
Everyone wants to eat at 7:00, or if it there is an event that people are going to, they all want to come in at the same time, and get out on time.
When you walk in my door with a reservation we honor that. In all my time here, I think I can count the days on one hand when we were ‘in the weeds’ and had someone wait more that 10 or 15 minutes for their table. So, when you make a reservation, your seat on the “plane” is “reserved”. Even when you show up with more or less - we take care of that. Not only that, come in early, come in late - your table is waiting. I never ‘over-book’, that is, I don’t take more reservations than I have tables to commit.
The balancing act - food only cooks so fast, chef’s hands can only cut so quickly, a server can only listen to some many individual orders and special requests at one time, my bartender can only mix so many drinks well. Which is why we take reservations. And honor them. And why our food is fresh, our service welcoming.
Which brings me to large parties - and I know, 6 people is no big deal. But put it in perspective, it is not just YOUR table, it might be 15 other tables in the restaurant, or there is a party of 20 on the mezzanine. When we have larger groups, or busier nights, I bring in more people to work, which costs more money. And servers earn their living waiting on people, not waiting on empty seats. So I don’t want to ask them to work when they can’t make any money.
So when someone makes a reservation, “an arrangement to secure accommodations”, and they don’t show, don’t have the courtesy to cancel, or make multiple reservations at different restaurants and then decide at the last minute where they might go, or show up with more or show up with less or come a half hour late, or trickle in - it hurts. And not just the staff, it hurts other customers who respected their contract to arrive at their appointed hour with the correct number of guests. It hurts the people we might have turned away. It hurts me not to be able to perform and deliver what is expected when you dine in the restaurant. And when any of that happens, the restaurant is blamed for ‘poor service’ - for something not in our control.
What would your response be if you showed up with a group of 10 and the restauranteur told you they decided not to seat you, or had given ‘your’ table to someone else? You would probably never come back.
And now there is a different challenge. For BAR 100, we don’t take reservations, it is limited seating in a small dining room. But we have requests already for reservations for large parties. And I hear the same thing - it’s unfair of me to ask a group to guarantee the party.
Over the years, no-shows have been costly. And with larger parties, the challenge is bigger, because the impact is bigger.
So I pose some questions: What is the best way to handle this? Is a table any different than a seat on a plane, a room in a hotel, a rental car, a doctor’s appointment, a meeting with an attorney or CPA? What would happen if you showed up at the airport with 3 extra passengers or didn’t show up at all? Do you expect the restaurant to have your table available when you arrive? For the server to be able to ‘handle’ your party? Why is Asheville different than, say, New York?
What IS the best way? Here’s what one California restaurant does.
Google “reservation policy” and see what you find.
I don’t want anyone to think I am ranting, a better word would be frustrated. And the truth would be that I, and my fellow restauranteurs, really want to make it work for all of us.