Unfortunately this needs an edit. It appears after multiple visits that our first few were during the “down time”.
All 3 of our last visits were not great.
From my perspective it seems that:
-there isnt a proper POS system. Tickets are getting lost or there isnt any order to the chaos. We ordered a lemon bar with our sandwiches, and my fiancée ordered an iced latte. The person at the register handed us a number and said they’d bring the latte and the bar out first. They never did. Infact our food came out before them 1hr 25mins later, the table behind us sat down 20 mins or so after we had sat down, they brought the ladies hot latte out within 5mins. The table on the other side of us came out after the table behind us did so. 30mins ish after we sat down, they brought out their sandwiches a solid 30mins before ours. Super disappointing to have hot made sandwiches served cold. And to prove there is an issue with the order of operations and tickets times, we waited 1hr 25mins for sandwiches and the people behind us got their sandwiches literally right after ours came out. Explain the rhythm when the table behind us sat down 20mins after us, got their cinnamon roll and latte immediately, unless theres no communicating in the BOH.
-2wks ago a similar occurrence happened, seems this keeps happening bc no communication and stuff gets put in the panini press and forgotten often. We sat down inside near the kids area. We ordered a cinnamon roll and a hot latte, the cinnamon roll came out fast but the coffee came with the food. We wait 45 mins for a breakfast quesadilla. The table behind us also got a breakfast quesadilla, but they sat down 30mins after we did. Does not take a detective to figure out that our quesadilla was left in the panini press until someone prepped the next one that was ordered almost 30mins after ours and they discovered the first one still in it. Because ours came out and then just a few minutes later the other tables came out, like 3-4mins.
-there needs to be a better ticket/pos system. Ive called audible orders to 5 stations in a 3star restaurant before. You dont need tickets to make it work. Need better communication
-dish person should be doing prep when the rush hits, ive seen people doing prep while they are getting the “rush” and it seems atleast one person is always at the middle prep table not helping out. Delegate.
-get another dish rack on wheels, keep it outside if you have to, when the bus tubs start to fill on the racks, wheel out a new rack with empty bus tubs, replace the whole rack. Train the dishwasher to check them periodically and not wait til they are 500lbs. Wheel out the new rack first, switch them and then roll away with the dirties. Work smarter not harder. This saves the dishwasher time from to many trips but also its safer for guests and staff. No heavy bus tubs breaking backs or slip and falls.
-crazy thought, get rid of the pie display case and just use the main cooler for display, noone likes to see ravaged pies in the window. Everyone likes to believe they are getting a fresh slice or the first. Let them continue to believe by only seeing whole pies in the tall cooler. Keep the pies that are cut/serving rotation on the line. Use that space as a FOOD PASSOUT window for pies/ coffee/ cakes etc. also, consider the time you would save by handing people a jtech light up buzzer and having them get their own food from the passout window.
-for a good example of “order of operations” watch The Founder, specifically the part where they bring in the staff and draw the kitchen layout on the ground and redraw it until its a eben flow.
Please do better. We love the place but i cant keep tipping 25% for 1hr sandwiches and coffee. And tel the Chef to stop prepping and start cooking. I used to Expo a $75,000 a week restaurant, prep and do orders all from my window. It aint...
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