It is exactly because of the World Cup that there are so many people who want to eat great sausages/crispy pork knuckles and have great Rp 98,000++ 1L glasses of beer at the Paulaner Brauhause Kempinski. However we’ve been sorely disappointed and based on other people complaining on their FB page we are not alone.
1. The first time we watched World Cup there we called to make reservations and were told that they do not accept on weekends so we went there early (5pm) and found a great table for 12 ppl by the screen. They took our orders and served our food and beers. When we were about to dig in, they tried to kick us out of our table – saying that someone had RESERVED it a long time ago. AFter a lot of arguing with the staff and finally explaining to the manager that if they had told us it was reserved earlier then we could have gotten another decent table, but since they didn’t then there were no more tables available to us. Considering we got here very early then it was our right. It’s their fault so they should resolve it but we were not moving.
2. The second time, we came early (6pm for a 9pm game) and got wait-listed. We were #1 & #4 on the list. We were such a big group that we had to get 2 tables this time. After 2 hours of waiting we got 1 table. But there was no movement on the waitlist for walk-ins, even if we saw people leaving. When we complained, we realized that there were SEVERAL PIECES OF PAPER WITH A WAITLIST WRITTEN ON IT. And the waitresses gave the tables to who ever was on their list, but with about 4-5 different list/waitresses. So there was REALLY NO SYSTEM for the walk-in waitlist. Finally the waitress said, go in and if you find a table just take it (WHAT THE HELL?!?). So once more a lot of arguing had to be done just to get the table we were waiting for from other customers.
If you really want to respect your customers, then you should have ONLY ONE WALK-IN WAITLIST. And turn-away the ones you can no longer accommodate instead of letting them think that they are number 4 when in reality the numbers are bull. There are 20 other people waiting and the staff are giving it out randomly because there is really no way to know who came first.
I think this is basic knowledge & training in any restaurant, but even more discipline and organization is expected from a hotel restaurant, especially during peak times like the World Cup. This is simple to resolve and the World Cup shouldn’t be an excuse for your lack of a management system. I hope that this semi-finals you fix it and make it a pleasant experience for customers. It’s okay if you can’t take reservations but have a FAIR SYSTEM FOR WALK-INS and turn them away instead of letting them wait hours on end, with tables being given randomly.