Hypothetical Situation: I want better service

[Micca]

If you were at WDW and the service was severely lacking, what would happen if you told a manager "I'm at WDW and I'd like better service, please".
I see so many people who get poor service and suck it up, and post here following the meal. What if you stopped the poor service in it's tracks? I don't like to be confrontational, but if the service really sucks, why not give it it try?

 

[Pygoplites]

More people need to speak up about bad service while it's happening. When I have bad service from a waitperson I usually try to "gently steer them" in the direction they need to go, hoping that they'll clue in to the fact that I'm expecting a certain level of service. If the bus staff isn't on the ball and the waiter doesn't notice or remedy it, I would make a comment to him/her about it (not rudely, maybe more sympathetically, ie "it must make your job even tougher when your back-up don't do their job"). But if it looks like things are going from bad to worse, that's when you seek a manager.

For years I felt uncomfortable about doing it but then I became friends with a bunch of restaurant owners, chefs and managers and learned about the effective ways of handling service issues. Being polite, but firm, is generally effective. A good, professional manager will appreciate your situation and find a way to remedy it. If not, well...that's when they get an earful and no minced words.

 

[jenstall]

I usually do speak up, even at Disney World. Usually management is great about resolving things, but honestly, by the time it gets to that point for me, my dinner out is ruined anyway... even when they comp the meal.

I'm sure it's just me and I just get myself too stressed with expectations, but when I've made a reservation for some place months in advance, I can't seem to help it.

I took my dad to Le Cellier for lunch once, having booked it a few months before our trip and I had been so looking forward to introducing him to my favorite Epcot restaurant. Well, it was a total disaster,starting with a 45 minute wait outside before they sat us, even though we were on time for our reservation.

After a bunch of other issues piled up, once we were actually seated, one of the managers ended up taking over our table from the waiter and he removed my entree from the check (I didn't eat it, so that was what I expected, at a bare minimum), but the afternoon was blown for me and I totally lost my appetite.

 

[disnut8]

I am pretty tolerate with waitstaff mainly because I could never do their job. If it could to the point where I couldn't enjoy my meal, I would do something about it but probably not to the server. I'd go to the host and ask to speak to a manager. Have the manager handle it. Then he can get both sides of the situation. We all think we are in the right in these kinds of situations but maybe there is a reason for it.

 

[TheRustyScupper]

I am pretty tolerate with waitstaff mainly because I could never do their job.

1) I disagree.
2) Whatever your job, you should do it well.

 

[candielips]

I would first assess the situation before I spoke to anyone. Is the server extremely busy? Does it look like they have more tables than they should? Maybe someone called in sick and all the work is piled up.
I am not saying do not speak to a manager, but there might just be a reason.

 

[brergnat]

I don't tolerate poor service anywhere.

I never take it up with the waitstaff though. That's not my job. It's the manager's.

I politely go up to the front, and ask the host/hostess to speak to a manager. When the manager arrives, I plainly state the issue(s) and basically say it with a "this is not okay" attitude. I try to elicit sympathy and the feeling of "YOU wouldn't want to be treated this way either." Most often, if I have to complain, it is because the waitstaff is MIA and there are things we need that we are not able to get.

When the FOOD is the problem, I obviously mention something to the waitstaff, but then I ALSO ask for a manager to come to the table, just so that he/she is aware of the issue (I only do this when the food is undercooked, or otherwise unsafe). If the food was brought out wrong, I take it no further than communication with our waitperson. Mistakes happen, and OFTEN it is the kitchen staff, not the waitstaff, that is to blame. So, getting angry at your waiter will just ensure lousy service for the remainder of the meal.

I also don't understand all the bad reviews of a restaurant when it's the SERVICE that is the problem. Why not speak up??? What do you have to lose?

ALSO, I get SO sick of reading "we arrived on time for our ADR and we STILL had to wait X number of minutes to be seated..." An ADR just means that you will get the NEXT table that will accommodate your party once you show up. It's not like they are holding a table for you an hour in advance. There is nothing they can do if people are lingering at the table longer than the "average turn around time". This tends to happen more with larger parties (larger than 4) because there are VERY few tables at most restaurants that will accommodate more than 4. These groups also tend to take longer to eat and all be ready to leave at the same time. You have to EXPECT a wait once you arrive, so I always arrive about 15-20 min PRIOR to the ADR time, so we will be eating closer to the time I made my ADR if we do have to wait. Being starving at 7:30pm for a 7:30pm ADR at 'Ohana is just not a good thing...

 

[Minniemama350]

I'm pretty easy to please. As long as we're not being ignored and our food is as requested. I do take into account the numer of servers v/s customers. However, I do not understand a reservation time that I have to show up 20 minutes in advance and then wait 45 minutes beyond my assigned time. That is poor management. I also have been asked to seperate my party to accomodate a server's desire(there were tables right next to each other available but one was another server's domain) to have the whole tip and they got ugly about it too. I did not put up with it. We complained to management and it was righted. However, I have to agree with a PP, at that point my dinner was ruined. Both of these incidents happened on the same night at The Coral Reef. I'll never go back again. I hope someone at Disney got the message, but I don't know.

 

[DOOM1001]

It's gotta be pretty bad for me to call a manager over,like the server ignoring us or just making many mistakes or something like that.If the server is nice but just seems very busy and can't get constant refills or things like that then there's no way I'm calling a manager over that.

 

[BLTLDZ]

I have to say, in all the times I have been to disney, for the most part, the service has been pretty good, if not great. EXCEPT our trip this past september...California Grill. WHAT A NIGHTMARE!! Our waiter was nowhere to be found, at any point throughout the meal. We let it slide because they were obviosly very understaffed that night...in retrospect, I probably should have said something....It put a damper on the meal.

 

[TiszBear]

I am not one to be afraid to say something and ask for a manager. I feel that I am paying for and in some cases alot of money for good to great service and if there is a problem I speak up. More people need to. You don't have to be mean or nasty just polite. In most cases I have gotten a response and one for the better.

If there is a problem and no one says anything except on message boards (not just this one) then how can things change. THere has to be accountability. THey way I see would you in your job not want to be if therwas problem with an employee?

In all the years and times that I have been to WDW I have only had 1 major problem and about a handful of minor problems. I contacted the appropriate people and I must say the situations were handled. In the case of the major problem I also recieved not one but two phone calls,one from a higher up at DVC and one from the Contemporary about the situation.

 

[mama03]

I completely agree that we need to speak up. I used to be a waitress and loved my job. So I always tip well and understand the food comes from the kitchen not the wait staff. Now I must admit in the last few years I have seen a significant downfall in service. I dont need attitude because one member of the party did not show up, etc.. I also feel that staff at Disney has been cut back. So instead of runners (slang for helpers) the wait staff is lacking in time to fill drinks, get drinks, app. orders and such. This makes for an unpleasant dining experience. So I really ask that everyone make a comment or complaint as to the exact area lacking in service. Just my two cents worth.

 

[maxiesmom]

I'm pretty easy to please. As long as we're not being ignored and our food is as requested. I do take into account the numer of servers v/s customers. However, I do not understand a reservation time that I have to show up 20 minutes in advance and then wait 45 minutes beyond my assigned time. That is poor management.

An ADR is not an actual dining reservation in the normal sense. That time slot is not held for you, rather you get the next table that opens up for your party size. If people decide to eat slowly that night, then your table will open up later rather than sooner. It is not poor management, just Disney's rather odd system.

 

[Tricia1972]

One post was just removed. Though the story was very interesting, tipping became a focus of that story.

Just a reminder that all tipping discussion needs to take place on the Tipping Info sticky at the top of this forum. Please read the first post of that thread for the 'why' of everything being in one thread and the thread guidelines.

 

[Mommytobree]

I do speak to managers when I have issues. I can't remeber a single time at Disney though having a server issues or food quality/service issues

 

[simonkodousek]

If you have a problem with the service at a restaurant, talking to a manager should really be a last resort if all else fails.

For example, if a restaurant is very busy and your server has many tables to wait, sympathize with them and don't fly off the deep end for not getting your Diet Coke refill within 45 seconds. Look at what you're asking them to do in the situation that they're in; if they can easily do it but it's not getting done, then you have the right to complain. However, if there is some sort of barrier preventing you from getting stellar service and it's something your server can't help, don't complain.

 

[Esmerelda]

My husband, at one time in his career, managed a restaurant. He is very attuned to servers when we are at a restaurant.

I know he has spoken up before and he is not afraid to ask for a manager (nor am I). Whether he asks our specific server or one passing by he will get to the manager. He is very contructive not nasty and yelling or anything of that nature. He just calmly explains the situation and what we've experienced. I think a manager is much more receptive when the guest is very calm. Usually he/or she are very appreciative of our comments.

I rememember one year, we were having dinner at a local restaurant. The server just forgot about us for a long time. She brought our drinks (after a lengthy time), then our food, then 15 minutes later..our appetizer? When we spoke to the manager, he stated that she had only been a server for about 2 weeks as she was a hostess before. Rick (hubby) gave him some tips for her about prioritizing different tasks. It was a very calm, friendly conversation and the manager came back with a $60 gift card. We exlained to him that this wasn't necessary at all but he insisted.

There are ways to convey bad service, but it doesn't mean anything has to get ugly. Remember; you catch more files with honey than vinegar. If I'm at Disney and we are receiving bad/poor service we will speak up no matter what the cost of the meal.

Also, on the flip side...we've actually asked for a manager to point out stellar service. I know we did this at the Turf Club and at the Kona Cafe our last trip. Managers love to hear when they have a fabulous server and that you've spoken up about it.

 

[rodeo65]

If you have a problem with the service at a restaurant, talking to a manager should really be a last resort if all else fails.

For example, if a restaurant is very busy and your server has many tables to wait, sympathize with them and don't fly off the deep end for not getting your Diet Coke refill within 45 seconds. Look at what you're asking them to do in the situation that they're in; if they can easily do it but it's not getting done, then you have the right to complain. However, if there is some sort of barrier preventing you from getting stellar service and it's something your server can't help, don't complain.

I have to disagree with this statement. I've had several years of experience serving tables, as well as supervising wait staff and loved that job when I did. Regardless of the reason behind service not being up to standard, the manager should still be made aware. That is their job - to manage the restaurant. If there is a reason that the server cannot perform their job properly, and that reason is caused by support staff or some other issue outside of their control, their manager is the one that needs to be aware of and has the authority to deal with it. Not the server.

At the restaurant I worked at, if we had a complaint from a customer and did NOT bring it to the manager's attention, and went along and tried to fix the problem ourselves we were reprimanded for it. It is not the server's job to fix problems within the restaurant - it is their job to serve.

Which is not to say I don't think you should sympathize with the wait staff. It's a tough job that takes really strong organizational skills. If the server has been double sat and is clearly trying to tend to other tables at the same time, absolutely cut them some slack and sympathize with them, but at that point the manager should step in and assist with running food, greeting the tables and getting drink orders until the server is back on track. The manager needs to be made aware of the situation so they CAN step in.

 

[JerseyJanice]

Reading this thread, I'm trying to recall if we ever had a bad server at Disney. We've had some less than great dining experiences due to the food, but never a bad waiter or waitress.

We did have a run-in with a very rude hostess at 1900 Park Fare. She was so incredibly rude that I was stunned. Seriously--I was so surprised by her nastiness, I didn't do a thing!

 

[ElizabethB]

In my experience, Disney doesn't care about poor service, so it's not worth my wasted time and breath to complain. We just make a note and never go back to that place. Frankly, except for V&A and Jiko, we're pretty much avoiding all WDW restaurants now in favor of places at DTD and the Swan/Dolphin that don't take the DDP. We're much happier dining that way.