Lunch at Baleen Restaurant — the Palapa Bar

● July 25, 2005, Monday, 5:12 pm
My email to Michael Allen (General Manager, the Grove Isle Hotel & Spa, Coconut Grove, Miami, Florida) and Thomas Wright (Director of Food & Beverage Operations):

Dear Messrs Allen and Wright:On Saturday, July 23, 2005, MC, RC, GK, and I (all members of the Grove Isle Club) visited the Palapa Bar for lunch. Prompted by our experience, we agreed to document our observations and share them with you for the express purpose of assisting management.

We agreed as follows: I will prepare a draft of the report to management, pass it to the others for review, and they will bring any inaccuracies and missed information to my attention to ensure we submit an accurate and complete report to you. I made the corrections, added enhancements supplied, and prepared this communication.

Here is our report:

● Following our tennis enjoyment, we went to the Palapa Bar for lunch at approximately 12:30.
● At the Palapa Bar, five tables were occupied by guests during the time we were there, being served by four servers.
● We waited approximately 15 minutes for the menu.
● Upon receiving the menus and asking for water, we then waited approximately 15 minutes for the water.
● The food was served at approximately 1:30 pm. However, no cutlery was brought to our table.
● Re the food quality:
The crab cake was good.
The Greek salad was tasteless, contained plain lettuce, and had no dressing.
The Caesar’s salad did not contain garlic, lemon, and dressing; it contained one piece of anchovies (not cut).
● Upon requesting to speak to a supervisor, Restaurant Supervisor Rebecca arrived at our table at 2:17 pm, apologized, and advised us there would be no charge for the lunch.
● Following Mrs. C’s refusal to accept the initial serving of the Caesar’s salad, Server Jason arrived with the replacement Caesar’s salad. Mrs. C refused the salad. Jason insisted she take the salad stating “Eat the salad; for $11, it’s free.” Mrs. C was firm and refused the salad.
● The dressing for the Greek salad arrived at 2:58 pm.
● Our table was never cleared of empty glasses, plates, etc.
● We had to ask for more water; our glasses were never voluntarily replenished.
● When Mr. C asked for additional iced tea, the server fetched his glass by sticking his thumb into the glass to carry it away. Mrs. C observed that this glass, handled in an unsanitary manner, was filled at the bar and returned to Mr. C.
● The attitude of the servers was terrible: they acted as though they were doing us a favor serving us. This attitude was apparent from the beginning and was not induced by our expressing dissatisfaction with the service and food.
● No one ever followed up, stopped by our table to inquire — How is everything? Is there anything else? Etc.
● At 2:45 pm there were no guests inside the Baleen restaurant and one table was occupied by two guests in the outside area of Baleen. We make this observation to preclude the assumption that the restaurant/bar staff was very busy.
● At a table next to ours, a couple was waiting for service and impatiently fetched cutlery and menus from a neighboring table at 2:47 pm.
● Staff members present: Servers Chris, Colin, Jason, and Kyle; Restaurant Supervisor Rebecca.
● Our consensus: The Palapa Bar could be a gold mine if it were “run properly” and tennis players would love to conclude their play on the courts with a relaxing get-together at the poolside bar at lunchtime and/or in the evening.

Sincerely yours,
Heinz Dinter, PhD
HDinter@GrandLifestyle.com

[Rebecca assured us that service will improve. “Michael Allen and Tom Wright will train all of us next week,” she proudly announced. It is my understanding this training has not taken place.]