Usually pretty good, as I have regular breakfast catch-ups there. But today, it became apparent that there are some issues that need addressing. I would loved to have been able to send an email directly to the manager or through the website, but alas, there are no contact details on the site. Only social media channels and here. My wife and I checked in (according to the Service Victoria Contract Tracing Check-In app) at 10:59am for a late breakfast (which we told the host upon arrival). We were sat down, handed menus, had our coffee order taken, given a carafe of water, etc... all good. When I went to pour some water though, I realised we didn't have any glasses. Coffees arrived within minutes, but still no glasses, so we had to ask for some. 20 minutes go by and we are wondering why we are invisible. The room is busy (but not in chaos), and in that time new tables are being seated around us. It is when these tables have their orders taken before us, that it appeared something was not right. In total there was 5 staff moving through our section, and right past our table (we were sat on a thoroughfare, not tucked away in a corner). Menus still on our table, my wife and I visibly trying to make eye contact with anyone who would dare to look our way. After waiting for 30 minutes in total, our coffee glasses empty, menus still on the table and three other tables near us that had all arrived after us, all having had their orders taken... we got up, paid for our coffees, and left. Walked straight to Tivoli Rd Bakery, where we were served promptly. It appeared that nobody on the team was 'owning the room'. It was not being controlled or managed, and the staff were not moving with any sense of urgency or purpose. Our table was 'invisible', or at least, that is how we felt. It felt as though the staff were either not following their training or process, or there isn't one in place. The art of actual customer service was not apparent. In this day and age, in a 'pandemic' environment, where service and hospitality businesses have had to overcome immense adversity, and with competition fierce, I feel that this is something that 'Norman' need to address if they wish to play the long game and have a higher percentage of repeat clientele. When sitting outside (an easy section for one staff person to manage efficiently), the service has always been great, but inside, there are issues. See less
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