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cmickjr

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plankton

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  1. ktmoomau First of all sorry for the delayed response, I did not have a Rockwell account for my current position. My name is Chris Mickey, and I am the General Manager of the Columbia Firehouse. I read your post last week, and would like to apologize for the experience that you and your friends had 2 Saturdays ago. I regret that I did not get a chance to speak with you when you dined with us, you actually spoke to one of my assistant managers. The part of your post that troubles me the most was that you were not informed when you called that it would be a limited menu for a party of your size. I spoke with the manager that took your reservation, and she assures me that the person that called and made the reservation was informed about the policy. Either way, if there was confusion you should have been given full dinner menus. I agree with you that we handled the situation improperly, and the managers involved have been counseled on how to handle situations like this in the future. In response to your post we have also changed our policy when it comes to taking large parties. Now parties over 8 that call at least 48 hours before their reservation will be able to choose their own limited menus. The limited menu policy does help the kitchen serve the food in a timely and precise manor on larger parties. That being said, letting guests choose their own menus should avoid similar experiences as yours. This will also give us a chance to print personalized menus for each one of the parties. As for the service you were given the night of your party, it was clearly not up to our standards. The server you had that evening usually provides great service. I believe it was a case of him not asking for assistance from the managers when he needed to. The manager supervising that dining should have had a better sense of the floor and the fact that your server was overwhelmed. Again both have been spoken to and I assure you that neither will let an experience like yours happen again. Thank you for your detailed post, forums like this give us a great chance to evaluate our policies and to hopefully correct bad experiences.
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