Hating Hospitality- Mary Schmauder
I have a confession: I hate people. I tend to be the second-chance, benefit-of-the-doubt kind of person, but when I began hosting in the restaurant business I truly learned first-hand how incredibly awful people are.
“You’re an idiot.” Why? Because you’re table’s not ready as soon as you walk in the door? Because I’m younger than you and therefore incapable of seating people in an orderly fashion? I stood there with my mouth gaping open in disbelief as the short-tempered woman stared directly in my eyes and questioned my intelligence. My manager had my back and the guest was clearly wrong, but still my face turned bright red as I felt the rest of the people looking at me wondering if I had messed up and if they needed to start problems too. “I’m sorry you feel that way.” The words seeped out of my mouth when I really wanted to say something she wouldn’t have appreciated. However the rule of the restaurant world is that the customer is ALWAYS right. I am forced to acquiesce to the rude comments, challenging glares, and annoying questions. Now, I love making money and all and some people are very generous, but I would hate to reveal my estimate of how many people are just completely rude.
“Are you kidding me?” Yes, I was kidding when I told you that the estimated wait for a table is 45 minutes in hopes that you would leave and we’d make no money. “No, mam, I am not.” “Psh, your food isn’t that good,” she replies as she walks out. Is that why the wait has crept up to almost an hour and the entire lobby is filled with people waiting to have a seat? I beg to differ.
“Someone just injured himself on your stupid revolving door.” It’s not mine, I didn’t put it there, and it’s not my fault he’s clumsy. “I’m so sorry, I’d be happy to get you some ice.” “Forget it,” he shoots back as he roles his eyes. Well, fine. Why did you bring it up then?
“Um, I’ve been here for two hours. When is my table going to be ready?” First of all, we write down the time when you come in so you’re not fooling anyone by exaggerating. We know you came in FORTY TWO minutes ago. “We just need to get a few tables up and cleaned off and then we’ll get you seated,” I say, always with an accompanying smile. “Right.” No need to be short and upset; it’s not my fault the couple that requested a six-person booth wants to sit there and sip on wine and gaze into each other’s eyes for two hours before they order appetizers.
The human population has some serious problems to fix. We are all people and we all make mistakes. Why give someone a hard time over something so insignificant? Relax.
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