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As the Chef Concierge of a major Resort in Palm Beach County, I sent my Regional Director, my Director of Revenue, my Regional Gift Shop Manager and my Sr. Sales Manager to the above location, Tuesday, February 5, 2019 to celebrate multiple birthdays. Their reservation was at 6:45pm and weren't out of there till after 11:00pm and not because they were having a good time.
The four blond ladies arrived and noted that the hostess was charming and led them to their table. All niceties were done from there. Their server was never around. All four ordered steaks and when they arrived, the entire steaks were on what could only be described as a large bread and butter dish. The plate edges weren't cleaned from the grease and there wasn't any place for the sides. When one of the ladies asked where they were supposed to put their sides, the server, already inattentive, gave them more bread dishes. He was constantly arguing with the ladies. This was ridiculous. These ladies are all Executives from our Resort and certainly understand more than anybody what "hospitality service" is all about.
Two of the ladies sent back their steaks after asking for medium rare to rare and receiving both times, medium to medium well. What a waste of steaks, on your part! It got to be stupid arguing with the server, so they asked for a Manager. She was uncaring, rude and offered a free dessert. They didn't come into Ruth Chris' to get a dessert, they, being hospitality professionals, just wanted good service and good food as you would expect from Ruth Chris'! She sent a dessert anyway. They were constantly being insulted.
When the bills came, the Manager gave three of the ladies half off and the spokesperson for the group, $20 off. They weren't looking for anything other than civility, hospitality and excellent service and food. Except for the hostess, they got none of that.
I'm embarrassed and don't understand why they were treated with such incredible lack of hospitality. They Manager could have fixed this situation by simply apologizing in the beginning and offer them an invitation to come back. Instead, they will never come back and unfortunately, never recommend this location to their numerous associates. Obviously, I won't feel comfortable sending my hundreds of guests for steaks at Ruth Chris' unless the above note is taken seriously. Also, belonging to the Concierge Association of Palm Beach, I will convey this story to all of my fellow concierge and see how they respond.
Please contact Elaine Levin-Smith at [protected] or [protected]@jupiterbeachresort.com.
