I wanted to share some feedback regarding our recent experience coordinating dining for a large group of guests. We reached out to Cadillac Bar with an inquiry for a large party, and unfortunately the person who answered seemed unprepared and unable to provide any guidance. We then contacted the Chart House, where we were told directly that the restaurant would be busy this weekend and we should not expect timely service.
For context, we are bringing in a group of 15+ guests who will be staying at the hotel and collectively spending well over 50k during the course of the weekend. Given that level of investment, it was discouraging to feel as though our business was not valued or prioritized.
Your restaurants are tremendous revenue drivers, but without proper training and a mindset of hospitality and accommodation, opportunities like these will continue to be missed. Guests of this caliber expect not just food and beverage service, but a level of professionalism and attentiveness that reflects the overall standard of the hotel. When those expectations aren’t met, it directly impacts guest satisfaction and long-term loyalty.
I would encourage you to revisit how your staff are prepared to handle group inquiries, especially when tied to significant hotel business. With the right approach, these moments can become strong revenue opportunities and positive brand impressions rather than lost chances.