Service Issues in Dining Room - Do you talk to the Maitre D'?

[Charliesmom]

From what I have been reading on these boards, it seems that the service is uneven in the dining room on many of the ships. Last fall we were on a Princess ship and the waiter was just a little bit pushy. One of our tablemates spoke with the Maitre D' and the next night the headwaiter came over and offered a complimentary bottle of wine (which our tablemate declined). The waiter was a super waiter after that.

Also, has anybody asked to have their table moved so they have a different set of waiters?

Roberta

[Orcrone]

Roberta,

I think it depends upon why there are service issues. If there is a problem with your particular waiter then I'd definitely speak to the maitre'd. However, if it's an issue of a waiter doing the best he could, but having too many people to serve, then there really wouldn't be much point in speaking to the maitre'd. IMHO

[lknick]

When we experienced an ongoing service issue in the dining room which had nothing to do with work overload, my lady hand wrote a factual letter to the Hotel Manager and left it at the front desk for him.

Within 24 hours, the problem was resolved and we received a great deal of attention from the table captain and maitre d' for the remaining 18 days of the cruise.

Speaking to the maitre d' on the QM2 did absolutely no good. In fact, service levels declined.

Start at the top, be calm, and express yourself clearly.

[peaches from georgia]

I think it can be very beneficial to speak to the maitre d' even if the problem is general understaffing in the dining room and not your particular steward. When personnel cutbacks filter down and affect service to the individual pax then the more complaints that the maitre d' can pass on to his superiors, the more chance there is that management will realize that they have gone too far.

[Orcrone]

Peaches. I hear what you're saying. I would just worry, probably without cause, that I may get an already overworked dining room steward in trouble for speaking to his superiors about problems caused by an understaffed DR.

[lknick]

Like it or not, the problem is usually the individual server's problem. Why worry if you help him do better by pointing up deficiencies and allow him to receive additional training?

It is not always management's fault...except on Cruise Critics. If it was, then the service levels would be consistantly poor throughout the dining room, which they are not.

[KenM]

First, speak with the person directly that you have the issue with.
I realize that many people will not do that but I have found that if you address the issue specifically with the person involved, it usually gets resolved. They realize that if they don't fix it, you are going up the chain.
Most people are very appreciative that you gave them the chance FIRST to resolve it before their boss got involved...

[sail7seas]

I agree with you, Ken. If I think speaking with the steward can accomplish what it is I need/want, then by all means I think I would give him the opportunity to 'get it right' before going any further with the issue.

[lknick]

Sail's, Ken's, and Orocrone's responses are all predicated that the server knows what is wrong and how to correct it through force of will. All of the 'get into trouble,' and 'get it right' comments support this contention.

Most likely, deficiencies are system or training deficiencies. So to follow this recommendation is to deprive the employee of the tools to improve his skills and service levels.

Which alternative is better in the long run...something about teaching to fish or give a fish?

[dakrewser]

Which alternative is better in the long run...something about teaching to fish or give a fish?
Gee, I was only hoping to get served my fish while it was still warm! :rolleyes:

-dave

[sail7seas]

lknick.....I do indeed think that sometimes the server does know how to do it better. For whatever reason he has failed to provide service he is capable of and has been trained to do. Sometimes that is NOT the case.

I don't think there is much (anything) to lose by giving him the chance if I suspect he is able to correct that with which I have been displeased.
If that does not work, obviously I can then go to his (some) superior.

[lknick]

Sail, what you are saying is if you squeak, you'll get better service, which I am sure will be the case. And most likely, someone else will receive worst service. IMO, the issue is not personal.

Dave, control F gets warm fish. Alt F also gets cold fries. Control B Control S gets you a blue state

[KSCnCA]

lknick - Oops, politics on the boards? :D Love it anyway!

[Krazy Kruizers]

One time we had a server that wasn't getting our order straight the first couple of nights. At the end of the second night we waited till he was done serving everyone else and spoke with him. From that point on we didn't have any problems and we got what we ordered and the way we ordered it. Had the service not improved the following night, we would have spoken to the Maitre'D.