I’m midway through a 10-day, 9-night trip, with stops in 4 cities and 3 states. At this midpoint, I’m spending a couple of days in an airport hotel, getting some rest, recharging my batteries and doing some work.

There aren’t many intrusions, so while it’s not terribly scenic or romantic, it’s an ideal situation to dig in for the last leg of the speaking tour.

I’ve had a pretty good experience at this hotel, but this morning, while trying to enjoy the complimentary hot breakfast, I thought my head was going to explode. Some guests, depending on their hotel book, receive coupons for the free breakfast, hosted in Houlihan’s Restaurant, in the hotel.

The problem was simple. The restaurant was understaffed. Only one server, Pam, to attend to any and all patrons. There appeared to be low level staffing in the kitchen, who were one or two steps behind. At one time or another, they ran out of hot food, milk, coffee, bread and rolls, silverware… the works.

Poor Pam was overwhelmed as hotel guests kept arriving in bunches. I’d observed the situation for long enough, picked myself up and went to the front desk. I explained the situation, rather emphatically, that Pam needed assistance, and it was needed NOW! The front desk attendant still didn’t quite read my urgency. I suggested that they were lucky Pam hadn’t walked off the job, and she still might. Now, I had her attention.

About 10 minutes later, the cavalry arrived, in the form of one, recently hired chef (I found his identity out later). Behind the kitchen area, he berated Pam about something related to the coffee. I was about to have a New York moment.

I caught his eye, and with one finger (my index figure), I waived him over to my table. Mr. Clueless asked if he could clear my cereal bowl. No, I suggested he shut up and listen. Now, he was fully engaged.

Essentially, I told him that berating Pam, under these circumstances, was completely inappropriate. He apologized that I had overheard it. I explained, sharply, that what I heard was not the point.

The point was that he had been called in to assist, not supervise. The room was understaffed, and Pam was doing the best she could, in an impossible situation. He needed to bus tables, stock the buffet or wash dishes. Whatever Pam wanted him to do, was what he should be doing. He should be thanking her up and down for having to deal with this untenable situation, and knock off the superiority act.

He thanked me for the attitude adjustment, and I departed.

At dinner, I found the actual restaurant manager, and made sure she had the first hand story, for the record. Maybe I felt the need to insert myself is because I live in Las Vegas and see working stiffs, every day, being overwhelmed by understaffing. Big corporate management stupidity is evident in too many places.

Most people don’t take the time to analyze why they received bad service. I do.

Avoidable problems should be…well…. avoided. Hopefully, I had some small lasting impact on the restaurant scene, at the Ramada Milwaukee Airport.

Berating an employee, in private, or worse, in public, is not management. It’s stupidity. When a customer observes it, it’s marketing…. of the worst kind.

Care to share your observations?

Andy Ebon
The Wedding Marketing Authority