Seating Policy Frustration

[akilika]

So, I'm a host. Means I seat people. Some people have very specific requests, and I'm supposed to accommodate pretty much anything I can. Which means if they want to sit in a closed section, I'm supposed to let them and call a waiter to serve them.

Thing is, the waiters really don't like being pulled out of their sections. Which would lead to some exchanges—"Why do you keep seating people on the patio?!" "Because they ask to!" "Well, start telling them they can't sit there!" So I've come up with some compromises—basically, I won't tell them specifically that they can't sit there, but I will tell them "Actually, we don't have any servers in that section . . ." or other wormy terms that basically imply as much. 'Cause they theoretically have room to insist, even if they usually won't.

Anyway, on Sunday night, a group of folks comes in, talking among themselves in a language I don't understand (but sounds like it might be Eastern European?) They ask for a menu, then start wandering around everywhere until they finally find a seat they like, in a closed section that the servers don't like to break out of their sections for.

(And . . . uh, dude. We're not a please-seat-yourselves restaurant. If we were, I wouldn't have a job. At least not this one.)


Bartender says he'll take it for me, tells them they can't sit there, takes them to a served section. (Bartender is a server, too—in fact, he's one of the ones who's told me specifically not to sit people in certain sections when they're closed.) Manager sees what happened, comes up, and tells us that people can sit wherever they want and we can't tell them to move.

I say, "Oh, I'm sorry, I thought he'd handle it like a host--you know, say, 'We don't actually have any servers in that section . . .'"

He says, "No, don't say that. Let people sit wherever they want to. It won't kill these guys to go out of their sections."


He's the General Manager--head guy in the whole store. I'm going to do what he says. Really, it's what I'm supposed to have been doing all along.

But . . . agh, I go back in tomorrow for the first time since Sunday night. I am really, REALLY not looking forward to getting bitched at. Gah.

[Millahtyme1983]

That doesn't sound like a bad policy in my opinion, but I can see why servers don't like it, though they shouldn't be getting mad at you if you do that. My advice is whenever a server complains because you sat someone in a closed section tell them to take it up with the GM since it is the policy to let them do that.

[Geek King]

That doesn't sound like a bad policy in my opinion, but I can see why servers don't like it, though they shouldn't be getting mad at you if you do that. My advice is whenever a server complains because you sat someone in a closed section tell them to take it up with the GM since it is the policy to let them do that.

Ditto this. He's getting paid to handle complaining employees. Tell the servers you are just doing as instructed by the GM. If they continue to whine to you, hand them the phone and the GMs number. Make with the evil laugh too, if it helps.

[digilight]

I'm sorry, but your GM's policy sounds completely farktarded to me. Theres a reason why sections are closed at times. TO MAKE IT EASIER AND QUICKER TO SERVE THE FESTERING MASSES WADLING UP TO THE FEED TROUGH, this allows for better service and a better experience for the customers. It also (Hopefully) ensures that the poor waitperson isn't having to traipse all over the restaraunt from section A (where their other 2-however many tables are) to section Z (where Fartknocker McCoy wants to sit and pick his nose).

Now, this may be changed if for some reason the people required a table (yeah us fat folks have a harder time in some booths) or a both (my dads a PIA and will wait for a booth at times over a table, he wont get all SC about it though, just wait until ones available). Or if the table/booth doesn't have enough leg room (I'm tall and need the room to stretch my legs or they cramp up at times).

Or the ever popular, I need a romantic spot to wow Mrs. Right/Wrong/Mistress/Flavor of the week. This is only ok if the assclown slips the hostess a dead president and hints that the waitperson will get a fat tip at the end. If they fail to live up to this important aspect then may they engage in a ipecac chuging contest with drunken frat boys.

Your GM needs to make it clear to the rest of the staff that he has ordered you to do this and that you are only following his (stupid) orders.

[RecoveringKinkoid]

When I was waiting tables, I found it very difficult to give the best service I could to people seated out of my section.

I will come right out and admit that a couple times, while in the weeds on really slammed nights, I actually did forget about people for longer than I should have when they were seated out of my section.

It really does throw a wrench into things.

[Primer]

There was a place where DH and I used to go for breakfast on occasion. They have (or did then) a separate smoking section. I am (shudder) a smoker. However, I am able to refrain for however long it may be till I can get my next cigarette. We were asked if we wanted smoking or non-smoking. Given a choice, I choose smoking (fewer kids likely to be in a smoking section, also). We were seated, and then ignored for 30 minutes. There was another couple in the section that was being waited on.

I asked for a manager, and only then was told that there was nobody working the smoking section. Gee, I wish I had been told that up front.

Please, continue to inform the customers if a waitperson is not assigned to a particular section, then let them decide what they want to do.

[Emrld]

I had a simillar situation where the hostess wasn't told that someone didn't show for shift and the other server in the area refused to take on any more tables (only had 5 at the time)
My friend and I had chosen to sit in smoking and were basically ignored . . .hostess took drink and app order and went to follow up with Manager as to why we didn't have a server.
Manager went to ask server if she would take on one extra table and their would be no more until someone already sat in the area vacated. She threw a hissy fit about how much extra work it would be to take on another table and it isn't her responsability to cover for _____ who never shows.
Now I can understand having an issue with a co-worker but, come on do you have to have the hissy fit where the customers hear you and are made to feel guilty for wanting to eat?
Manager finally brought out the app to us . . .it was cold by then . . and the check . . and informed us that the section was closing for the evening. Needless to say we were a little shocked at how we were being treated. We paid the bill at the bar because I used Credit Card and tipped the hostess for the drinks.
And yes, I admit I sent a letter to corporate about the situation. (I figured it was one worth writing about) I did get a phone call to follow up and get more details from me . . .and I got a call later to tell me that they looked into the situation and the hostess agreed with the story I told - the manager and waitperson some matched some didn't (Manager claimed he didn't charge us but comped us . . .Thank goodness for charge slips)
Anyway to sum it up - in this case it wasn't the hostess fault - she was not informed.
Anymore the only time I don't want to sit where I am initally pointed to is if their are a bunch of kids at the other tables that are not behaving.

[Bright_Star]

I don't know. Sounds to me like they keep changing the rules on a whim. Either you can tell people that they can't be seated in certain areas OR they can sit wherevever they want. YES, you should follow the manager's directions but if he's being wishy washy then how is that considered leadership?

[blas]

Hostessing sucked. I did it for 2 years at my very first job. It was a restaurant that catered to mostly old people.

Old people aren't as slow as you think. They want to sit where they want to sit, and no one is going to stop them! Many times I'd be coming back from bussing a table and I'd see an old couple squirming off on their own to a table. Which was usually DIRTY. Yes, sit at a dirty table. That will get you prompt service.

Either that or they'd show me what was up when I'd go to seat them, and they'd wander away from me. I'd turn around and they wouldn't be behind me anymore, in fact, they were on the other side of the restaurant. I'd go over to them and they'd say "We want to sit HERE!"

Or when they'd approach the hostess stand, they'd say "We want a BOOF by the window!" *anyone who has worked in restaurants has heard the word booth being replaced with boof*