10 May 2015 • 2 reviews • 0 follower
The Imperial Treasure chain of restaurants is my favourite chain of restaurants. I dine in one of their many restaurants at least once a week. This made my experience in its Flagship restaurant all the more disappointing.
When I made a reservation, I was told that there are two sittings. I opted for the later seating as we did not want to be rushed through our dinner and celebrations. Our party arrrived punctually and was seated at 815pm...however, that was the last bit of positive service. Once we were seated, we could not get service for the better part of the next 45 minutes. We could not get water, tea and even wine glasses for the table. We even had to open our own wine bottles. We spent more time trying to get attention that actually being served by the staff in the restaurant. For example, it took the restaurant 30 minutes and numerous requests to get a glass of warm water.
We finally managed to order our food at 9pm, which was alright for us as we were chatting and catching up amongst friends. However, as the food started being served, the staff who had so busily ignored us when we came into the restaurant suddenly started interrupting us to hurry us along. They came and told us that it was time to take last orders and asked us to order dessert...they had not even served us our main meal. Subsequently, they kept coming to us to say that we need to serve the cake, as the restaurant will close and the car park will close and your cars will be locked into the car park. The failures continued and the staff were so busy trying to get us out of the restaurant they forgot the basic aim of service staff, which is to serve customer needs.
A restaurant of this quality or perceived quality should have better planning. If the restaurant needs to close at 10pm, hence allowing only 1 3/4 hours for guest to finish their meal, the onus is on them to inform people when they are making a reservation and to remind them when they are placing their orders. They should definitely not only start serving us at 9pm, especially if the Peking duck was already ordered days in advance. If we had known all this beforehand, we would have not booked this restaurant for a birthday celebration.
A restaurant who charges premium pricing should also offer premium service and food quality. As it stands today, our party of 8 will never go back to this branch and it brings to question if we (myself in particular) should continue to frequent this chain.