Initial Business Response /* (1000, 5, 2015/07/03) */
On *** **, *** hosted a graduation banquet at our facility in our continental breakfast roomI had created and reviewed the contract with *** prior to the day of the eventThe reason that they were in our continental room is due to the
fact that we were having a large event in our ballroomBecause *** wanted to host the graduation party on *** ** and I did not have any other meeting room to place them in, I decided to accommodate their needs by re arranging our continental breakfast room for their graduation party and even waived the cost of the room for that afternoon*** and *** decided on booking the gourmet soup and sandwich buffetThis does not include a hostess as with all of our buffet services, we simply set out the food; replenish coffee and tea as needed and clean the room once the function is complete
At 3pm I served the group the soup and sandwichesAs discussed, the sandwiches were to be turkey, chicken, roast beef and egg served on an assortment of white and whole wheat bread, rye and wrapsDue to a miscommunication in the kitchen, the sandwiches that were in fact served that day was ham and cheese, chicken, roast beef, tuna and eggIt was not until that day that the kitchen informed me they were out of turkey and did not make the turkey sandwichesThey did however substitute with chicken once it was brought to my attention from ***There was an assortment of breads and wrapsWe did have another function going on where the group did receive a large order of ham and cheese sandwiches along with soupWhen speaking with *** prior to her event she noted that she wanted a very simple soup - nothing too fancy - something like chicken noodle soup she had suggestedI informed the kitchen as usually we do a roast butternut squash soup, but decided to do something less gourmet as per ***'s requestThe kitchen decided to do a chicken and vegetable soupThe sandwiches were made fresh (and stored in the cooler) prior to our lunch rush of people which we did offer a soup and sandwich special to as well
The sandwiches were brought out on a trolly to me, and I served the platters in the room along with a vegetable platter, soup, and a sweet trayI did not double check the kitchen's work as my cooks were the owners of the hotel and I trusted that the food was of qualityI served all of the food, made sure that the coffee was full and left the room to tend to the mess that was in the dining room from our people rushI had other servers in the dining room with me, and once the mess was tidied up I passed off the function clean up to one of my co-workersI headed up to my office before leaving the hotel and once in my office I received a phone call from the restaurant as one of the servers informed me that *** was not happy with the sandwichesShe asked if I wanted to speak to *** on the phone and I said no, I would head back down to the restaurant and speak to her in personI went back to the continental room and waved to *** to come out of the room so that I could address her questionsShe then told me that she was disappointed in the sandwich qualityI asked what was wrong and she said that they were ham and cheese and no turkeyI did mention that we had a large ham and cheese special on today and maybe the kitchen made additional sandwiches for the graduation groupI said that I would speak to the cooksI went straight into the kitchen and asked what happened with the sandwichesThey told me that they were out of turkey so they had made ham and cheese sandwiches instead, along with egg, tuna and chickenI asked them to make another plattersWhich they made additional roast beef and chicken wraps and sandwichesI then brought out the additional platters, cleared the empty platters that were in the room, re checked the coffee and tea and apologized to *** that there was no turkey however there was chicken, tuna, egg and roast beefWhen I spoke with the kitchen - they had honestly forgotten to order the turkey inI asked *** if there was anything else I could do for her, and she just told me to check the coffee and tea, which I replenished the hot water and then left them to visit amongst each otherI then spoke to my servers and told them that the party had already paid, they were fed and to just do a clean up once they were done eating and then clean the function up once they were doneThey were booked into leave around or 7pmI then left for the dayNo-
where in the contract did it say that they would have a hostess to serve them for the entire time nor did it mention anything about my presence being thereThe only reason that I worked that function was because we were short staffed and my crew needed help with the peopleWhen we book buffets, we serve the food and then usually leave the group to mingle and or have their meetingI have never had a complaint before for not staying for the duration of the meeting or functionAs long as the function is served and a quality check was completed - I had passed off the clean up to my servers and all was well
Apparently *** was not satisfied with ham and cheese sandwiches although all were eatenMore sandwiches were brought in which were all eaten, and I did not inform her that I was leaving however it was her graduation party and I did have dining room servers in the restaurant if *** needed anything elseShe did not speak to any of my serversI was informed that they made a complaint with the front desk once their function was completeI did receive a complaint from a front desk employee who took the initial complaint from *** - ***'s daughterI brought the complaint to my owners and asked them how they would like me to handle thisThey informed me that I was not to give them a refund as that is what they were afterA week went by and *** then called again wanting to speak to someone above my headThe complaint was then given to ***, our accounting manager*** listened to ***'s complaint and as far as we were concerned, all of the food was consumed, we had trouble shooted the issue by providing additional sandwiches - all of the food was fresh and prepared that day*** informed *** that we would not be refunding their money and from a professional point of view we had provided proper service
Initial Business Response /* (1000, 5, 2015/07/03) */
On *** **, *** hosted a graduation banquet at our facility in our continental breakfast roomI had created and reviewed the contract with *** prior to the day of the eventThe reason that they were in our continental room is due to the
fact that we were having a large event in our ballroomBecause *** wanted to host the graduation party on *** ** and I did not have any other meeting room to place them in, I decided to accommodate their needs by re arranging our continental breakfast room for their graduation party and even waived the cost of the room for that afternoon*** and *** decided on booking the gourmet soup and sandwich buffetThis does not include a hostess as with all of our buffet services, we simply set out the food; replenish coffee and tea as needed and clean the room once the function is complete
At 3pm I served the group the soup and sandwichesAs discussed, the sandwiches were to be turkey, chicken, roast beef and egg served on an assortment of white and whole wheat bread, rye and wrapsDue to a miscommunication in the kitchen, the sandwiches that were in fact served that day was ham and cheese, chicken, roast beef, tuna and eggIt was not until that day that the kitchen informed me they were out of turkey and did not make the turkey sandwichesThey did however substitute with chicken once it was brought to my attention from ***There was an assortment of breads and wrapsWe did have another function going on where the group did receive a large order of ham and cheese sandwiches along with soupWhen speaking with *** prior to her event she noted that she wanted a very simple soup - nothing too fancy - something like chicken noodle soup she had suggestedI informed the kitchen as usually we do a roast butternut squash soup, but decided to do something less gourmet as per ***'s requestThe kitchen decided to do a chicken and vegetable soupThe sandwiches were made fresh (and stored in the cooler) prior to our lunch rush of people which we did offer a soup and sandwich special to as well
The sandwiches were brought out on a trolly to me, and I served the platters in the room along with a vegetable platter, soup, and a sweet trayI did not double check the kitchen's work as my cooks were the owners of the hotel and I trusted that the food was of qualityI served all of the food, made sure that the coffee was full and left the room to tend to the mess that was in the dining room from our people rushI had other servers in the dining room with me, and once the mess was tidied up I passed off the function clean up to one of my co-workersI headed up to my office before leaving the hotel and once in my office I received a phone call from the restaurant as one of the servers informed me that *** was not happy with the sandwichesShe asked if I wanted to speak to *** on the phone and I said no, I would head back down to the restaurant and speak to her in personI went back to the continental room and waved to *** to come out of the room so that I could address her questionsShe then told me that she was disappointed in the sandwich qualityI asked what was wrong and she said that they were ham and cheese and no turkeyI did mention that we had a large ham and cheese special on today and maybe the kitchen made additional sandwiches for the graduation groupI said that I would speak to the cooksI went straight into the kitchen and asked what happened with the sandwichesThey told me that they were out of turkey so they had made ham and cheese sandwiches instead, along with egg, tuna and chickenI asked them to make another plattersWhich they made additional roast beef and chicken wraps and sandwichesI then brought out the additional platters, cleared the empty platters that were in the room, re checked the coffee and tea and apologized to *** that there was no turkey however there was chicken, tuna, egg and roast beefWhen I spoke with the kitchen - they had honestly forgotten to order the turkey inI asked *** if there was anything else I could do for her, and she just told me to check the coffee and tea, which I replenished the hot water and then left them to visit amongst each otherI then spoke to my servers and told them that the party had already paid, they were fed and to just do a clean up once they were done eating and then clean the function up once they were doneThey were booked into leave around or 7pmI then left for the dayNo-
where in the contract did it say that they would have a hostess to serve them for the entire time nor did it mention anything about my presence being thereThe only reason that I worked that function was because we were short staffed and my crew needed help with the peopleWhen we book buffets, we serve the food and then usually leave the group to mingle and or have their meetingI have never had a complaint before for not staying for the duration of the meeting or functionAs long as the function is served and a quality check was completed - I had passed off the clean up to my servers and all was well
Apparently *** was not satisfied with ham and cheese sandwiches although all were eatenMore sandwiches were brought in which were all eaten, and I did not inform her that I was leaving however it was her graduation party and I did have dining room servers in the restaurant if *** needed anything elseShe did not speak to any of my serversI was informed that they made a complaint with the front desk once their function was completeI did receive a complaint from a front desk employee who took the initial complaint from *** - ***'s daughterI brought the complaint to my owners and asked them how they would like me to handle thisThey informed me that I was not to give them a refund as that is what they were afterA week went by and *** then called again wanting to speak to someone above my headThe complaint was then given to ***, our accounting manager*** listened to ***'s complaint and as far as we were concerned, all of the food was consumed, we had trouble shooted the issue by providing additional sandwiches - all of the food was fresh and prepared that day*** informed *** that we would not be refunding their money and from a professional point of view we had provided proper service