I came into the restaurant about 7:00 pm on 3/18/13. It was a snowy night, and the restaurant had very few customers. The hostess seated me in a booth immediately. I asked her about the evening special. She said she'd check, and came back shortly after to let me know what it was. Then I sat. And sat. And sat. Four separate employees walked past, one walking past 3-4 times and stopping to look out a nearby window on one trip. For some unknown reason, each had their head turned away from my booth as they walked by, so my attempts to get their attention were futile.
After nearly an hour with not so much as an acknowledgement from any employee, I got up and started to walk out. There was a man at the front desk, who I assume was the manager on duty, visiting with another employee. He asked how my meal was. When I told him that I had been waiting nearly an hour with no service, he apologized and offered to buy my dinner. When I declined, he just walked away, making no real effort to ask what it would take to redeem their restaurant in my mind. I gave him another chance by calling him back and asking for a recommendation for a different restaurant. Instead of trying to convince me to stay, he suggested a steak house several blocks away.
Just to be clear, I maintain a respectable appearance and was dressed in business casual wear. I did not give the employees any reason to want to ignore me. I believe that my experience was the result of poor training and leadership. Good restaurant employees would be making eye contact with customers, even if they were not assigned to that table. It was quite obvious, had they bothered to look, that I was sitting there with a closed menu in front of me and nothing to drink. Even if they were not assigned my table, had they looked, they could have alerted my assigned wait staff. Further, if management cared about customer service, they would have been circulating the restaurant rather than standing at the front desk visiting with an employee, and would have followed through with a disatisfied customer until resolution was achieved instead of walking away.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.