FoodView: bring in the NOISE

RER 5.14.13

In the July 22 issue of New York Magazine, food critic, Adam Platt, exposes a current trend in restaurant culture in an article titled “I Can’t Hear Myself Eat: Why restaurants are louder than ever.” Perhaps the volume of the restaurant atmosphere has incurred slow growth, but it has currently reached deafening proportions, as Platt explains, “Why restaurants are so damn loud.”

Platt notes that the shift happened just over a decade ago, when restaurants morphed from what he calls “hushed, cocooned dining rooms” to “noisy bars, built for sound that happen to serve good, sometimes excellent food.”

Part of the rise in decibel levels was a way to raise funds and increase profit. Platt explained that the recession forced many New York City restaurants to enlarge their small bars in the front of the house to push more “profitable drinks.” We all know that drinks add up in a magical way that only drinks can. Somehow it is easier to be a little more conscious of prices when enjoying food, one appetizer instead of two, but it is so hard to decline a refill on a glass of wine, or resist that next delicious cocktail. And at some point, inhibition and sense are thrown out of the window as more drinks are consumed, resulting in more profit for the business.

This maneuver adds patronage, but also has the potential to transform expectations and clientele. Bringing the bar, meaning some times making the bar bigger or bar menu larger, to restaurants, not only changes the reason why people come, but also the function of the space. Bars are supposed to be loud and convivial, there is a mixing which was missing in restaurants past. Adding bars and drinks and noise changes the dynamic of the restaurant.

Expanding the bar or even the bar menu was a way of appealing to and drawing in a younger crowd, another market to get money from. There is a whole class of young professionals with money to spend (even in harder times), who are willing to indulge in luxurious food and drink. They expect and follow the trends, and sometimes trends are loud, overbearing and obvious.

Platt also points out in his article, the “snowball effect” of volume in restaurants, just like we see with drinks. And this is quite apparent in most situations; we see it all the time, even outside of the City. Loud music, small spaces and larger crowds, make for a noisier experience, and everything escalates with food and especially drink. A night dining out sometimes can feel like it turns into a shouting match, or a competition to be heard.

Success of a restaurant can now be measured in noise. In New York City eateries, noise levels are “regularly measured at 90 decibels,” according to Platt. 90 decibels is equivalent to a police whistle, heavy traffic, noisy home appliances, or the subway to name a few (see more here). Turning up the sound system is trendy, but it has become an occupational hazard.

Dining in a loud establishment can be difficult— the noise taking away from the symphony that could potentially be on the plate. There is distraction from the food, other outlets for attention and detail, but perhaps restaurateurs are trying to cultivate a different kind of experience in conjunction with their innovation in the kitchen. Sometimes silence and quiet can be seen as stuffy, old fashioned and tired, and at other times it can be seen as intimidating. But times have changed and good food has become an ongoing trend, because everyone is a foodie now. Restaurants were breaking from their molds and now try to cater to a larger margin of people, perhaps even a generation that thrives on noise and instant gratification.

 RER

7.25.13

RER 5.1.13

HUDSON Restaurant Week: Summer 2013

It’s about that time again! Hudson Restaurant Week is just around the corner and I can’t wait. This summer round is set to start July 29 and go through August 9. The food celebration highlights diverse restaurants across the county, featuring discounted prix fixe menus that would tickle any foodie on a budget. Check out the website for a list of the 45 different restaurants and their special menus. There a couple of new additions to the list, as restaurants are trying to expand their reach and participate in the community. I am excited to try out new places, and even revisit some that I went to during the winter restaurant week.

Take a peek at the places I tried out in the past restaurant weeks (it might help you pick and choose where to go):

Dino & Harry's, Hoboken

Hamilton Inn, Jersey City

Brass Rail, Hoboken

3Forty Grill, Hoboken

The Madison, Hoboken

Elysian, Hoboken

Maritime Parc, Jersey City

Light Horse, Jersey City

I am super excited because it is always a fun time and a way to explore the community and get to now the local offerings. Hope you Hudson County people get to try out some of these restaurants and show support. Stay tuned for photos, impressions, and stories about my Hudson Restaurant Week adventures, because there definitely will be some!

*Note all images are from hudsonrestaurantweek.com

RER

7.16.13

FoodView: FORBIDDEN photos

TA 4.17.13

A few months ago, there was an article in The Dining Section of The New York Times, exploring and investigating the rapidly expanding trend and topic of photographing food in restaurants. Helene Stapinski in “Restaurants Turn Camera Shy,” articulates the problem at hand and how restaurants and even other patrons are dealing with the sometimes annoying photographing of food at the table.

With facebook, twitter, instragram and the like occupying the eyes and the minds of people across age lines, this sort of snap and share phenomena has climbed to at times obnoxious heights. These social media outlets are enablers of instant gratification and instant sharing, not with just a few close friends, like those at the physical dinner table, but across followers and intangible web space. Just like taking pictures of outfits or creating text images, taking photos of food has become a cultural standard, and not necessarily an over share.

Some restaurants have come to accept the trend, modifying their service like Chef David Bouley, as Stapinski notes, allows his guests to take photos of their dishes in the kitchen, implying a better photograph. Some places take the middle ground and request no flashes, like the quiet galleries of many museums, so as not to destroy the experience. But some restaurants have taken even more drastic measures; banning photography in general. That is an ultimatum to rid diners of flahes, mini tripods and gadgets, while enjoying a meal. Some owners and chefs see it as distraction and disturbance, while diners (sometimes at the same table) see it as an annoyance.

As Stapinski mentions, there are those who are over the top in photographing dishes or food, as a sense of pride or maybe even a status symbol (read, I went to eat at this famous restaurant look at me).  But then there are also other people, minus the mini folding tripods or fancy flashes, that just care to capture the moment and create a visual souvenir.

And then, there is me. I do not go crazy (most times) uploading photos from my phone to facebook or instagram, but I do take a ton of photos, depending.  I do my best to be as least obnoxious as possible, out of respect of the restaurant and the people I am dining with. And then again, the people who share the table with me, respect me and know what I am doing. Taking photos of food at restaurants is part of what I do, for my blogs and for my career development. Sometimes taking photos of food can feel uncomfortable, depending on the atmosphere, the restaurant, the other people eating there as well as the details of the lighting. Sometimes it is this feeling that makes me limit my photos or amp up stealth mode.

But to ban photographing dishes at restaurants seems to me to be a stretch. It is denying a right for the diner to hold on to the moment through their own perspective and art. They are paying for the experience; the diner, the food, the service, and even the name, so why not be able to bring that home with you in the form of a photo. As long as it is done respectfully and courteously, there is plenty of justification for it.  I can understand that it can be annoying and disruptive, but so can someone talking on the phone in a restaurant or a less than polished staff. I can also understand that chefs could feel that these photos are stealing something, and taking away from the art they tirelessly strived for in presenting their dish and vision. Perhaps the restaurants want their patrons present, in the moment of their food experience, rather than documenting for enjoyment later and separate from the environment created for them.

To me, allowing people to take pictures of dishes, and in turn, by the nature of things, them posting the images online, would serve as excellent advertisement. I am of the opinion that nothing sells food better than a photo. One frame can encapsulate so many elements that chefs are trying to portray to their diners. I often skip over websites or recipes with no pictures of the food, because it leaves too much mystery. A really excellent photo can convey and acquaint the viewer with the many layers of food, from the ingredients to the textures, to the colors and the relationships on the plate. I think that a very large part of dining is the visual and the aesthetic aspect of food and the meal. I essentially think that we eat first with our eyes. The goal of my photos, wherever they are taken, is not only to artistically summarize but also inspire desire for the dish they see before them.

As long as taking pictures in restaurants is done in a classy, minimally disruptive manner, it should be acceptable. The way trends and culture is headed, instant shares and superfluous photos floating on the internet, are not going anywhere. Obviously there are two sides to this argument, what do you think?

RER

4.23.13

not just nourishment: YELP event

RER 10.13.12

RER 10.13.12

On a chilly Saturday, yelp had a community event at the Mana Contemporary art space in Jersey City. The event featured a large variety of restaurants and local foodie businesses, ranging from Indian, to hotdogs, to beers, to delicious baked goods. The sky was very blue and clear, but autumn was definitely in the air. The setting was an awesome, old warehouse factory building, which houses the multidimensional Mana Contemporary. It was large, stark and varied, with a very cool and industrial vibe. A really great place to get a whole bunch of cool, outspoken and food enthusiasts together. The venue really entertained various tastes, like art, dance and the whole business of art, while it was transformed for that day into a food adventure maze.

And that it was, both a maze and an adventure.

Outside in a little courtyard area, that probably once was the home of a truck loading dock, nestled the “welcome table,” with smiling faces and name tags. The table was also laden with plenty of great information about Mana Contemporary, the services they provide and the art events that happen in the space.

Once passed the “welcome table,” you were thrown right in with the food and announcements of a burlesque show. Right outside, only footsteps away were some really great food options, ready to be tasted.

The Taco Truck (one of my favorites… check out my yelp review), was offering three different kinds of tacos; one vegetarian, one chicken and one pork. My plus one and I opted to try the pollo asado and the carnitas options, so we could taste the variety. I adore the Taco Truck, so it was really exciting to try something new (for me from their menu). I was a big fan of the pollo asado taco, the chicken was well marinated and the pickled onions added a nice tart tang. The pork carnitas taco, had far too many onions for my taste, and was less succulent than the chicken. This deffo inspired me to try something different the next time I visit the Tack Truck (which should be very very soon!).

There was also so a booth set up representing Windmill in Hoboken, where they were handing out customized hotdogs. There were bunches of toppings you could get on it, like sauerkraut, or cheese, or chili, all I know is that each dog was heaping with goodies.

Cheeseboy  also made an appearance at the event. This fast food, well fast grilled cheese, chain, produces a variety of grilled cheese set combinations, as well as a create your own option. It is amazing that something as simple as grilled cheese can become complex, delicious and filling. The people working the stand were also giving out great information on the company, as well as several smiles.

Jim Beam came out for the event, advertizing different flavors of whiskey, like “Spiced,” “Honey” and even “Black Cherry.” The flavors were very present and pungent, but the Spiced whiskey was definitely my favorite. The taste echoes fall with the spiciness and also with the sweetness. I could imagine this whiskey tasting delightful in a Hot Toddy or even on the rocks.

Just at the other end of the little courtyard area, was an enclosed space that was deemed the Beer Garden. This was the space where the burlesque performances were happening, as well as whole bunch of different local beer companies set up shop. The beer companies are all local and Jersey oriented, focusing on local ingredients and processes. They were the New Jersey Beer Company, East Coast Beer Company, Climax Brewing, Flying Fish and Spodee Wine. I did not get a chance to taste all the different beers, but local goodies are always exciting. At least now I know they are out there, and I can patronize.

Inside on the first floor, was the home to many different ethnic restaurants, hailing from Hoboken and Jersey City. It was nice to come in from the cool fall temperatures and smell the great tastes, flavors and aromas of the selection of vendors on this fist floor.

Like the newly opened Matt & Meera on Washington Street in Hoboken, flaunting a unique take on Indian food and a fresh atmosphere. They were handing out samples of some of their samosas, as well as the ever-popular yogurt lassi.

Max’s of Manila Restaurant features the cuisine of the Philippines, a region I have yet to explore, and now because of this yelp event, I am really excited to try my luck. I was able to try their garlic fried rice and their famous fried chicken. Both were super delicious, comfort foods of the Philippines. The chicken succulent and juicy, spiced just right, and the rice, was almost as garlicky as they come, but soft and a really great base. I have been looking at the menu over and over since the event, googling dishes and already planning my meal for when I decide to visit.

Hummus Bar, Gypsy Grill and Taj Mahal were there on the first floor as well, dishing out samples ranging from falafels to curries. Everything smelled delicious, and the lines were full of people chewing, chatting and laughing in between.

The fourth floor of the large art space, was bumping with a dj and a lot of different kinds of treats from Carlo’s Bakery in Hoboken to the Pie Store in Montclair.

Aaah, yes, Carlo’s Bakery  has its “Cake Boss” claim to fame, but the delicious sweet bites that they brought to this even were excellent, no “Boss” needed. Being a resident of Hoboken, I avoid the lines and even that block of Washington Street, because it is usually flooded by tourists and visitors. It has been ages since I ate anything from that bakery because of the flocks (except a cannoli at the last Italian Feast), but given this opportunity, I have reopened the door. Their basic yellow cake with a dollop of piped vanilla frosting was delectable; the cake moist and the frosting super sweet, just like the best birthday cakes. And the pumpkin cheesecake nibble we tasted has pervaded my dreams since; great balance of fall flavors including spice and pumpkin, with the classic immortal cheesecake. It was all pretty spot on.

However, the Pie Store, boasting sweet and savory pies, ranging from the British Shepherd’s pie to Coconut cream pies (only on the weekends), did not have the same memorable effect. The samples looked delicious, and drove me to chase down their location, like the crustless pumpkin pie in a tiny aluminum tin, topped with a tiny burst of whipped cream, or the mini plum apple pies, that looked perfect. But after tasting one of the sweet potato, blue cheese and onion pasties, we were not so sure. The pasty looked delicious, but somehow there was a strong disconnect with the flavors, and resulted in crusted chaos. The pumpkin pie was not sweet enough, and lacking all the fall time spices that make pumpkin more palatable. The tiny apple and plum pie, might have been the best of the bunch, but still could not compete. Despite it all, I would want to try some more of their “savouries” and “afters.”

SenseFOODability Café, Mana Contemporary’s own café, was also dishing out deep dished pizza pieces. The pizza was very bready, and when we got to it, hardly warm. But the essentials were there. The crust was pretty dense and heavy, but mildly salty. There was a nice amount of tomato sauce, but not nearly enough cheese to hold the whole thing together. Ricotta and zucchini spotted our slice. Even though it was cold, I found it addictive and easy to keep munching on.

The boutique catering kitchen of Chef Charles of One World One Kitchen, showed off pretty little amuse bouche like appetizers. The small bite was created on a large cracker like plate, topped with tuna tartar, spiced with a kick of wasabi. The wasabi never really left the tongue, almost masking the tuna too much. But the contrasting crunch created interest, along with the delicate scallion garnish.

Senor Sangria  and their locally produced bottled sangrias spiced up the atmosphere. After trying both the red and the white varieties, the white was my clear winner. It was lighter and so refreshing, after fighting the crowd and tasting all the delicious treats. I was loving the peach flavors in the sangria. The red on the other hand was much heavier, almost luxurious. The convenience of these sangrias in a bottle is absolutely incredible, especially since they do not taste so massed produced and fake.  The brand is not that hard find in my Hoboken/ Jersey City area (check out where the product is sold and served).

All the different tastes and cuisines made this yelp event super fun and super eye opening (I also went home super stuffed). It was a really great way to taste around Jersey City and Hoboken, learn about places and restaurants and local companies, that I would never have been exposed to otherwise. The event was such a great way for companies of the area to get exposure, especially because yelpers know where all the action is at and have a lot to say. I am also so excited to be a part of such a great community; vibrant, fun and foodie. I have a new list of places to try and I am so ready!

 RER

10.13.12

RER 10.13.12

RER 10.13.12

a quick trip to CUBA : The Cuban

RER 9.13.12

JAR 9.13.12

Hoboken recently had the addition of not only one Cuban restaurant, but two. (Check out my review for the other newcomer, Havana). Both came about at the same time, causing confusion, but also excitement. The Cuban is on Washington Street, amongst other restaurants with outdoor seating when the weather is right. It consists of more than one dining area and a bar in the first area right off the street.

The front window was open letting the street in and the live music out. There is live music on Thursday nights, transporting the diner out of Hoboken and closer to Cuba with the food and music. The first dining area is lined a booth and tables while the bar danced on the other side. The colors hot and cool, trendy and vivacious, with artsy lamps, black furniture and sexy red walls. The narrow dining area is beautiful, delicious with color and heat.

The menu is not huge, but full of Cuban flavors from hefty appetizers to meat and fish entrees. The list of appetizers is much more intriguing than the entrees, mainly because of the special ingredients with gourmet accents like a jalapeño truffle aioli.

Mar y Tierra was a surf’n’turf appetizer with pork with scallops along with pureed black beans. The presentation of the appetizer showed mild artistic restraint and planning, but at the same time looked over the top. It was not what I was expecting as my recent pork belly exploits looked more like half raw bacon rashers. This was crispy and stringy, moist in some bites and crunchy in others. The festive toppings added nice counter points to the fatty pork—the thinly sliced green apple added brightness and cut some of the richness with the refreshing tartness, while the watercress brought a different kind of green and earthy liveliness. The two different kind of onions were a great addition as well, the white onions sweeter, while the pickled red ones had more tang and bite. A nicely seared scallop floated on either side, and went really nicely with the black been puree. Their disparate textures created a nice play off of each other; the scallops smoothness countered the graininess of the paste.

Despite being on the same plate, the scallops and the pork felt like two entirely separate entities. The black bean paste and the kind of sherry vinaigrette floating on the plate were efforts to create and maintain a unity between the sea and land, but in some ways those efforts failed. The bean paste did not meld with the pork as well as it matched the scallops. Perhaps it was because of what was a mass of complex and varied flavors that topped the pork, and the addition of the beans became too much. The swirled sherry glaze really heightened the flavors of the pork, as well as the apple slaw that crowned it, adding that extra bite to lighten the load. However, that same mixture dimmed the sweetness of the scallops.

The pulpo, ordered at the suggestion of our waiter, was roasted octopus with a white bean puree, crispy potatoes and an avocado lime vinaigrette. The octopus itself was so tender and succulent, soft and buttery. It was smooth and exotic but not strong in flavor. It literally felt like the consistency of butter on the tongue in a weird and intriguing way. Even though it was solid, it was not chewy, but almost creamy in the mouth. The white bean puree was not strongly flavored either, but added a more gritty grainy texture to counter the oddly creamy octopus. In a way the juxtaposition brought the dish back to reality for the tongue, making it more tangible.

Unfortunately, the lime avocado was a mistake. It caused a major clash with the other elements and it was too tangy for the richness of the octopus. The lime overpowered the avocado and anything else it touched. A subtler hint of lime would have created a different dynamic with its rich counterparts, bringing out a different flavor profile. The ratio was off. The crispy potatoes were also a misstep, even though the crunchiness served as a kind of counter point, they were dry and unappealing.

The Cuban’s ropa vieja was a rendition of a typical Cuban stewed steak with peppers, onions and tomatoes, served with rice. The meat was very tender and stringy and almost disappeared in the mouth. Most all of the texture and taste of the meat was lost, but the kind of stringiness reminded the tongue of what it used to be. It was salty—perhaps the only flavor, as there was no heat and the other veggies were lost. This ropa vieja was almost the complete opposite of the appetizers, which were vibrant and varied; the stew had none of the interest or complexity. It was also greasy; a sheen floated at the top, heavy and present. The accompanying rice was soft and chewy, but also felt buttery like rice from childhood. It along with the stew was almost like overload.

The pork shank was comparable to a pernil, tender pork. This dish however was similar to the textures of the pork belly from the mar y tierra appetizer—stringy and crunchy. This meat was served in a large hunk on the bone, which conserved the moisture of the interior. This method kept the fats that make pork so delicious, while allowing for a crispier, crunchier exterior. The pork was mildly seasoned, permitting the natural flavors and decadence of pork to shine, though it was not too salty and uncomfortably rich. It was a decent sized entrée, almost unexpectedly large. The shank was served atop rice and beans, which may have been under flavored but the fat from the pork amped it up a notch.

Dessert was a fried dough with guava, cheese, and caramel disaster. This was not sweet enough to perhaps warrant the title of dessert. The presentation was inventive; the four fried morsels were placed in a red paper bag while the dipping sauce was on the side. The fried bites were stuffed with little bits of cheese and drizzled with the utterly sweet guava. They were too floury, coarse and grainy on the tongue, definitely not the texture expected, and too heavy. The cheese was subtle and the caramel was lost. The only sweetness, was that of the guava, and even that was outweighed by the savory textures of the stuffed fried dough. Desserts with savory elements that go hand in hand with their sweet friends, can be exciting and unusual, but a balance must be mastered. This dessert lacked that balance. There was so much promise but little delivery.

Live music was too loud, which dampened the mood as no one could talk to his or her dining companions. There was a lot of silence and concentration on food, or hand motions and repetition of the diners. It even made chewing more difficult and a task. The music could definitely have been a nice addition, producing a more complete experience and voyage, but the diners were at a definite disadvantage because the music was so loud. Had it been softer, closer to a whisper, it would have added intrigue and atmosphere.

The service and atmosphere were really nice, except the too loud music, but the food was not well rounded. The appetizers were much more lively and complex than the mains, with different flavors and textures, almost on a different level of inventiveness. The restaurant maintains the cultural staples while trying to add something new and exciting. This is definitely present in the appetizers, whereas the mains are more immutable. The extensive happy hour, including tapas and drinks, might be the way to visit the Cuban; loading up on starters and forgetting the duller entrees, perhaps then the journey would be complete.

RER

9.13.12

JAR 9.13.12

RER 9.13.12

 

not just nourishment: SERVICE counts

RER 9.23.12

Restaurants and dining are not just about the food— never was and never will be. An extremely important element of the dining experience is the service. To me, this could make or break a restaurant; no matter how much I love the food, if it is slow  service or I get an attitude from the wait staff, I would rather not go back, but dream of the tastes.

Just last week I wrote a FoodView about how high end and famous restaurants are tracking their customers to better serve and pamper, as well as to create an experience reminiscent of the corner joint. This, though intrusive at times, is a pure demonstration of the importance of service in terms of a restaurant’s survival. A good dining experience with knowledgeable, friendly and accommodating staff, results in good memories and a return visit. This should be the goal of every location, the return of the patron.

This unfortunately is not always the case. Sometimes the wait staff can get in the way of the dining adventure— rudeness, brusqueness, or attitude in general can really dampen the mood at a restaurant. Most times adventures with this kind of staff, repulses me and does not make me want to go back, or tell others to try it out. Just the other day (more about this later), my food was essentially tossed on the table, causing the pretty presentation to tumble and other things on the table to clatter. On top of that we had a waitress who’s manner was so short and distant, we could hardly get a question in. That kind of interaction stayed with us throughout our meal, and lingered more than the flavors of the food.

There have been countless times where my table has essentially been forgotten; no waiter, no water, no nothing. I remember in my very short stint working at a Johnny Rockets, the manager who was training me impressed upon the importance of being attentive to the diners, frequently asking them if they need anything, just checking in. It really surprises me that being ignored happens so much. It would also surprise me that in some kind of training this would be left out. Every restaurant, no matter its sizeor fame should insist on customer service as a good business practice.

Though sometimes it is not necessarily the server that initiates an uncomfortable dining experience through attitude. There have been several hosts or hostesses at various different kinds of restaurants and locations that have given off the vibe that the clients are beneath his or her service. This involves being ignored or given attitude or a roll of the eye or even a shortness; none of which you would expect from one in a costumer service position. This is truly disheartening because most times, the hostess or the person at the front, is the first encounter with the restaurant, the first impressions. I have always thought, that in most spheres of life, the first impression is extremely important. There can be redemption, but it also can be ruinous.

Sometimes it appears that the wait staff as well as the hosts, all the people that are supposed to be the faces and represent the brand of the restaurant, are more involved in each other than the customers or even the restaurant. I have noticed that this generally occurs in lower end and more chain like restaurants, but it is not foreign to up scale places. This is how customers get forgotten and ignored. It also does not look good to the customers, who in essence should be the main focus of the staff.

I also have had really really great experiences with servers being considerate and understanding. Friendliness, eagerness and willingness to serve and accommodate make meals better and smoother, and even more enjoyable. Even asking “how is everything?” or “do you need anything else” makes a big impression on me. Even if it is not genuine, the care is there. They care for their livelihood (the tip) and they were trained correctly.

On a trip to Atlantic City, my boyfriend and I encountered some really great service examples. We were eating at a Mexican restaurant, Dos Caminos, in the Harrah’s Casino Resort, and the diner started off shaky with shady behavior from our hostess, but our waitress redeemed the meal. From the moment we were seated and our waitress came over, our dining experience vastly improved. She was friendly, warm, and encouraging. She was extremely open to answering questions and adding amiable suggestions. It did not feel rehearsed or programmed either; it was like she wanted to be there and wanted us to enjoy our time there. After ordering our dishes, tasting the appetizers, and starting to chomp down on our mains, we encountered a problem. The dish I ordered was too salty, salty to the point that I was unable to eat it. It was unpalatable. We got the attention of our server and alerted her of the problem. I told her the issue and she was concerned. She apologized, took away the dish and asked if we wanted it remade or something else instead. We did not take the offer, already pretty full from our drinks and appetizers but expressed our appreciation. A few minutes later, with the dessert menu, our waitress brought over complimentary drinks. When the desserts we ordered came to our table, the waitress informed us that they were on the house.

Even in a place like Harrah’s where people usually come for vacation and are not regulars, the waitress believed in customer service and keeping us happy. This was not necessarily a place where people return over and over, but I know that next time, despite not being completely satisfied with my dish, I would return. The actions of our server made the outing much better. Our appreciation was also expressed in our tip to the waitress.

Tipping now has become difficult. Servers expect a certain percent and we are told what we are supposed to give, but the tip should be a reflection of service. Like my friend pointed out, we all work for our money, and so should servers. Good service deserves a good tip, whereas bad service, on the part of the server (bad food or long waits are not always the fault of the person who brings us our plates) does not merit a high tip.

The service of a restaurant is one of the main things that sticks with me. Even if the food is awful and the coffee is cold, an attentive and personable server can make all the difference. Sometimes going out to eat is more about the experience than the food. I believe that the wait staff should be making an effort to create relationships with the patrons of the restaurants of their employment. These relationships bring people back. Perhaps restaurants do not need to go as far as giving their waiters a whole dossier of intelligence on a customer, but giving the correct training and emphasis on customer service doesn’t hurt. Both restaurants and their wait staff (at all levels) need to realize the benefits of good service and reliable customer relations from a business standpoint.

RER

9.24.12

FoodView: Give me the DEETS...

Apparently, this is not anything new, but upscale restaurants are keeping tabs on their patrons. At one time waiters and maitre-d’s took notes directly onto the reservation books or kept information on file in their memory, but now there is technology specifically designed and to aid this recording and tracking of customers. As usual, technology is making things bigger and better, but also maybe more complicated and intrusive.

Susanne Craig explores the methods of intelligence collecting, as well as its importance in her article in the Dining section of the New York Times early September. The article “What Restaurants Know (About You),” looks at how restaurants keep files on their customers. This creates “highly personalized hospitality.”[1] Restaurants are making it their business to get to know its clients, some times in the most intimate ways, in an effort to make the dining experience extra personalized and smooth. This includes individual tastes and preferences, spending habits, even tracking profession.

According to Ann Shepherd (vice president for marketing at OpenTable), as Craig points out, this is called the “Cheers’ effect.” You know, where everyone knows your name. Knowing these details about patrons and potential customers, creates an atmosphere of familiarity, even if it is the first time visiting. It produces a place where everyone is friendly and knows you, a place where you can be comfortable, and enjoy things how you like it, like your local corner spot.[2]

In the ever-growing industry, with restaurants appearing all over the place at a high rate, this kind of personalization of service and the dining experience, gives restaurateurs a competitive edge. According to Craig, restaurant managers and owners believe that this kind of gathering details and information about customers can make or break their business. This is even highlighted through a quote of Clark Wolf, a restaurant consultant; “’The ability to know and read your customer is critical for staying on top, particularly in power restaurants.’”[3]

This also appears in most every area that relies on customer service. As in retail, from low to high end, building relationships, through trust and individualization, is key to maintaining business. It is these relationships, forged through honesty and getting to know the customer as a person, which make that customer return and continue to patronize the business.  Also, there are systems, whether it is the point of sale system or other methods that track purchases as well as personal information. In retail settings this can help with determining where to potentially open another store or even what products are the most popular. This links to keeping notes on customers in restaurants, as it is all to build stronger and reliable relationships. It appears to be a good business practice to uphold quality and standards, as well as creating an environment that invites people to return.

Technology is making it easier (or more difficult depending on who you ask) to note and maintain the details—from major, like names and allergies, to the minor like ice preferences. As well as things like anniversaries, birthdays, spouses. Websites that we use all the time to make reservations such as OpenTable, give restaurants insight into who will be dining with them. In order to use those sites, you must create a profile and that profile is automatically shared with the restaurants. Although this profile created with signing up with the site is the bare minimum—email address, and area—the user can also list likes, as well as make notes of favorite restaurants.

 A New York Post article, “Is Your Restaurant Spying on You?” from December of 2010, brings up how OpenTable allows restaurants to find out more information about their customers, even if they do not make reservations with the website. It becomes a searching tool, where managers can type in a name and search the client. Carla Spatos and Brian Niemietz reveal in their article, that managers and owners of restaurants are likely to Google patrons, to find out even more about them. They call this “online sleuthing.”[4] Owners go as far as following twitter accounts, searching through blogs and other profiles, all the get the inside scoop to better serve.

Some headwaiters and restaurant owners believe that there could be excessive notes, and that that can overwhelm and prove not to be useful at all. This has become especially true when there is so much access to identity now through the internet. When the copious notes become too copious, and too much information proves dangerous; “That woman is not his wife…” or “Didn’t the market do poorly today, why is she here…?” The talent not only becomes how to employ information, but also tip toe around it as well.

Customers get profiled. Restaurants are identifying and then recording your kind of status: newcomer, regular, if you are a friend of the owner, or even a person who lives in the area. Not only that, but some clients are given code names or just acronyms for the headwaiter or the wait staff to discern certain patrons. For example some of these acronyms are LOL (little old lady), HWC (handle with care), FOM (friend of manager), PX (person extraordinaire) and NR (never refuse), to name a few. [5] There are names for people who are poor tippers or people who are extremely needy and difficult. These little gems are the labels that are most times unknowingly attached to a customer, and must remain secret in effort to deter lawsuits.

Larger groups of restaurants or networks sometimes share the intelligence gathered, letting even more people into the tics and tocks of customers, which could create infamy or honor. Your reputation can precede you.

The question becomes is this beneficial for the diners? This could be both yes and no.

Yes, it may create a certain atmosphere, where you are comfortable and the servers and staff and owner are not really strangers, they are your friends who know what color napkin you prefer. And yes, it may be nice to walk into a place and not have to repeat over and over that you like crushed rather than cubed ice. And yes, this upscale restaurant can feel like home to you, intimate and loyal. The diner gets the customized service of the staff and the restaurant, elevating the dining experience from just food to a unique experience catered to the specific individual. Dining and eating in restaurants is not only about the food, it is the experience and service that tends to stick to the ribs. It is also this experience that brings them back.

 But on the other hand the investigations and note keeping can be too much. Is it too much an invasion into privacy and identity?  With just a name these days, histories and profiles can be searched and found, noted and kept. This is not just a risk that diners encounter, but it is a risk of this highly open and accessible world though the internet. But certain facts about the patron are known to restaurants through the various booking websites, even if she is a first time visitor. The restaurant has the heads up and advantage, even though these online booking sites often contain scarce information. Is there something so wrong as walking in a restaurant as an anonymous, a blank canvas that the staff could get to know? What if someone wants to remain anonymous, and maintain her own mystery and privacy, as well as some remnant of unpredictability? This is a notion that seems to be fading in the minds of the owners of these power restaurants, but protecting identity and spontaneity is present in diners.

The manipulation of getting to know the customer, as a current, past or potential, is all in the restaurateur’s effort to maintain a competitive edge and business in a cutthroat world. This kind of exploitation of the patron goes both ways, a potential benefit to both the owner and customer—to get the business ahead as well as to create an environment for the patron. Knowing the client, her needs, whims and tendencies, are all keys to a great service, but also stumbles on the line of intrusive.  A custom tailored dinner or dining experience can ruin surprise and take the adventure out of eating, which against the hopes of the restaurant owner, could result in no result, no return. Technology has only granted further access into personality and recording, which was once an art and mildly less invasive. This, though, is a trend that will not vanish, as it has already been going on in the restaurant business, and the times are allowing it to grow.

Check out my sources page for full links to the articles in the New York Times and New York Post.

 RER

9.17.12

RER 8.19.12

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[1] Susanne Craig, “What Restaurants Know (About You)”, New York Times

[2] Susanne Craig, “What Restaurants Know (About You)”, New York Times

[3] Susanne Craig, “What Restaurants Know (About You)”, New York Times

[4] Carla Spartos and Brian Niemietz , “Is Your Restaurant Spying on You”, New York Post

[5] Susanne Craig, “What Restaurants Know (About You)”, New York Times