by Andrew Pascal on July 2, 2010
I am on a personal mission to do away with the phrase, “Do you have reservations?” from the lexicon of restaurants. Here’s why:
If you’re a customer without a reservation and you walk into a restaurant that’s busy and you ask for a table, inevitably, the question you are countered with is, “do you have a reservation?” Seemingly innocent, yes? But in that most insidious of questions, you (the customer) are suddenly put on the defensive. You are now beholden to the restaurant and they now have control of the exchange. Which is a good place to be if you’re the restaurateur, bad if you’re the customer. It tempers the rest of the experience. As a customer, if there are no tables available why not be told, “I’m sorry, we don’t have anything available at the moment, but if you’d like, I can put your name on a waiting list, etc”. It’s bad news, but it’s the reality. If there are tables available, then why ask the question at all?
Ah, but you may ask, what if you (the customer) have reservations, how would the restaurant know this without asking? Simple, you (the customer) tell them. And frankly, with all the years I’ve gone to and worked in restaurants, people with reservations always open the exchange at the host desk with, “I have a reservation.” The matter is settled.
As a business, restaurant owners have very little power in the exchange with customers. They are the reason why you are in business and therefore yes, the customer is almost always, right. Putting your customer on the defensive at the outset of their meal sets the tone for the rest of the meal. The customer feels as if, now you’re doing them a favor by seating them without a reservation. Most people don’t even notice this, but there is always a slight and subtle begrudging.
So, let’s do away with, “Do you have a reservation?’ It’s off-putting and honestly, unnecessary.
by Andrew Pascal on June 30, 2010
Pulino’s Bar and Pizzeria is a newly opened restaurant on the corner of Houston and Bowery. Owned and operated by Keith McNally and Chef Nate Appleman, this bistro-style restaurant has a fun atmosphere, decorated with an odd assortment of chairs and tables cobbled together from old NYPD barricades.
Appetizers were the best things on the menu. A Beet Salad, Pork Crisp and an Asparagus Salad were amazing. Pizzas were fine and cooked to perfection, but overall, nothing great. Desserts, a Cannoli Sundae and a Bread Pudding were also exceptional. Overall, food was good, but not memorable. Prices seemed high for 2 people.
Overall, Pulino’s is a good, trendy restaurant where the highlights are really the appetizers and side dishes, despite being a pizzeria. A good lesson to learn with regards to a Pizzeria: Pizza is pizza, concentrate on appetizers to wow customer’s palates.
by Andrew Pascal on June 30, 2010
May 15, 2010
Thomas Keller’s Bouchon, at the Venetian is known for being one of the best high-end restaurants in Las Vegas. It did not disappoint. Reservations were made through Open Table, for a 6:45 PM table for 2. My buddy John and I arrived promptly and since it was still early were given a choice of outside seating or indoor seating. We chose an outside table due to the favorable weather and were promptly seated at a table over-looking one of the Venetian pools. The effect of sitting in French-style bistro overlooking Venetian splendor (fake that it is) was confusing yet fun.
Bouchon is exquisitely designed as a classic French Bistro with many details to give it an old-world feel. Dark wood, mirrors and marble tiling lend an authentic air to the restaurant experience. Everything was clean and immaculate. The host staff was friendly, knowledgeable and helpful. The napkins were covered with a brown paper, which surprisingly, when unrolled, turned into the menu, a nice touch. Our waiter and bus person were also attentive, friendly and knowledgeable.
We both ordered the Onion Soup to start, which was very good.
My friend ordered the Salmon, which was cooked to perfection, while I ordered the Roasted Chicken, one of Keller’s signature dishes. Both were excellent. Dessert was the most perfect crème brulee we have ever tasted and a marvelous strawberry shortcake dish. The experience was to be remembered and something we still talk about as one of the best meals my friend and I have ever had (taking into account, the circumstances, food, company and overall experience). The authenticity, service and food preparation are excellent. Thomas Keller creates an amazing restaurant experience for his customers.
