I am writing to voice my complaints about the very poor service and the unacceptable treatment that I received at the restaurant, specifically in regards to the Operation Manager's attitude and lack of communication, which have disappointed our high expectations of the restaurant and consequently spoiled the atmosphere of the evening reception for our wedding.
A few examples of why we were disappointed:
Firstly, we have asked for permission for early entry to restaurant for preparation, which was agreed by the restaurant manager in writing. Yet on the day, the Operations Manager was dismissive and questioned why we came early. His conversation manner was appalling for a pre-agreed arrangement, which we found very disrespectful and unacceptable.
Secondly, in relation to serving, the waiting staff were not great at offering help during or after serving meals. We expect our guests to be offered drinks for the 3 hours free flow package but they were passive in offering the drinks variation, only serving when our guest requested. When we queried this post the banquet, only were we told that each guest can only have one type of drink - red or white wine,or champagne and cannot have 3 different types at one time. The guests must finish their drink before having another of a different type. (It's the first we have heard of this serving order and it was only after the banquet that this rule was explained!) . Also, post dessert time, the staff was too busy "cleaning up" to finish for the night that some guests were not serve coffee and tea. We were informed by our guests that some were not asked, and some guests who did request for coffee or tea were not served. The staff either have forgotten our guests' order, or acknowledge but decided not to serve? Some tables which had coffee and tea served have no sugar and milk. Is this the standard of service for a fine dining restaurant that supposedly pride itself on its ability to organise banquets?
Thirdly, in relation to their ability to provide assistance and cooperation during the event to resolve issues that arises during the event.
We had issues of faulty tv connection playing the first two slideshows for our guests seated in the verandah. When approached for assistance and guidance, both the restaurant manager and Operation Manager only responded “this is not my responsibility" and offered on further suggestions. Regardless of whether this is a technical issue the restaurant staff could assist, we expect a little more than just a dismissive comment from a professional Operations Manager and restaurant manager. Would a professional restaurant staff in a fine dining event venue consider this a proper way of treating customers? Our wedding planner's encounter with the Operations Manager was that he was unwilling to help, assist and cooperate throughout the evening event, instead of solutions as a professional, he focused on whose responsibility it was when issue arises, which we found is of disservice to the situation that arose.
Finally, on top of the stubborn and rude attitude before and during the event, the Operations Manager failed to follow our original planned schedule and instructions provided in writing to the restaurant manager before hand. This is noting we have specific instructions that dessert is to be served post toasting and throughout the night, we have very timely followed the schedule sent to them with the coordination of a wedding organizer and emcee.
1) Before the time has come for toasting, the waiting staff was too busy serving dessert to fill guests' glasses so some guests had to toast with empty glass.
2) Our event was suppose to end at 10pm, along with all the free flow of drinks. The Operations Manager made his own decision to close the bar at 9.45pm without informing us. They started to unpack and cleared everything about 10pm while most of my guests are still enjoying themselves. This serves as an intention to chase away our guests. My original arrangement was that our dessert is supposed to be served at 9.45pm with plates clearing around 10 pm or later, not packing up tables and chairs at 10 pm.
3) The restaurant also failed to offer the champagne to the wedding couple as per originally agreed.
We found the Operations Manager very disrespectful and unprofessional, proven by his not only failing to follow agreed schedule provided and making decisions to amend the event schedule on his own convenience without consulting us, but also with his unapproachable (black face) and dismissive (complaint throughout the whole night) attitude to the extent my guests can tell.
Irrespective of the very disappointing restaurant management and waiting staff, I would like to thank the Chef for his great work. My guests were very happy with the meals, they were splendid.
As a wedding couple chosing this venue for our once a life time event, we are very disappointed that the ambiance is spoilt by a team of unprofessional restaurant staff led by the Operations Manager. Where is the attentive service and care I should expect from a fine dining restaurant located in one of the most prestigious location in Singapore? I still cannot believe that, I as the bride, am expected to remind the Operations Manager to refill the drinks for our guests. Isn't this part of a waiter's job scope?
Very disappointing indeed.
