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Diners say service is lost in translation
By Katharine Barney, Evening Standard 24.10.06
The most common complaint was about waiters whose poor grasp of the language makes ordering an ordeal.
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Dealing with waiters who cannot speak English is the most annoying problem when eating out, according to a new survey. A poll of 5,000 diners found that bad service was common in British restaurants.
Meals are marred by everything from unpleasant reservations staff to food taking an age to arrive - or conversely service being rushed by staff trying to fit in another sitting. But the most common complaint was about waiters whose poor grasp of the language makes ordering an ordeal.
One respondent to the survey by Square Meal magazine asked: "How can restaurants employ someone who doesn't understand a simple request of 'I'd like some more bread.'" Another complained: "It's ridiculous to have to struggle with schoolgirl English from staff."
Gaby Huddart, editor of Square Meal, said today: "I think now it's fair to say that London's restaurants are as good as anywhere else in the world but the service just isn't up to scratch.
"I don't think anyone cares who they are served by or where they are from as long as they can understand-what they want. "The one thing that might help is if when people aren't happy with the service they refrain from paying the tip, which is all too often added onto the bill automatically. It is optional and people shouldn't be afraid to not pay it."
Other gripes included rude service from "sulking and miserable staff". Many diners believe "courtesy doesn't figure in restaurant philosophy anymore", according to the report.
There was also growing fury about "aggressive table turning", where restaurants try to squeeze in a series of sittings at a table during an evening. Diners complained they were being "tipped out of seats after two hours".
The reverse situation was also a problem - 10 per cent of those surveyed cited slow service as a major problem, with one respondent recalling waiting three hours for a threecourse meal.
Some waiters were described as pushy, topping up wine glasses when they were full and putting diners under pressure to "spend, spend, spend".
Chef Antony Worrall Thompson, in the debate about waiters who do not speak English, has suggested abolishing the minimum wage in restaurants so staff have to rely on tips.
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