On a recent city break with my partner, we dined in a restaurant of a small hotel chain. When we received the bill, we noticed that service charge had been added. I was infuriated with the hotel for taking such a liberty. I am a clever and assertive lady who is quite capable of deciding who shouldearn a little extra at the end of the evening. I need absolutely no help from the hotel in this matter, whatsoever.
To add to my confusion, the menu was divided in to two sections; an a la carte and a set menu. Theset menu was made up of dishes from the a la carte, but did not have a service charge, yet the a laCarte did.
So, I am trying to work out how this can be so? Would the waiter or waitress be trained to give alesser service should I order the set menu? Do they take a more direct route from the kitchen? Does the waiters have a less starched tea towel over his arm, than if I had ordered from the a la carte? Would I be served by a waiter-in-training and so be at a higher risk of spillages? I don’t think so!
In the morning, before paying my bill, I asked for an explanation. I was told that a the service charge is an assumed tip of the ecognised 10% to go to my waiter for the evening? I asked why I could not give it to him directly, if I had chosen to do so. I was reminded, “Madam, the service charge is optional.” “Agreed, “I said, “so why put it on my bill, when I am sure the bill isn’t optional?”
I had the service charge removed after their explanations seemed to consist of repeatedly reading the bit of the menu to me, slightly louder each time, confirming that my a la carte meal was to have a service charge added. I agreed with them that they were correct – indeed, the menu did say that, but the principle was as flawed as their lack of explanation. A point proven as they removed the ‘optional’ service charge as a goodwill gesture.
Just as I am always ready to offer constructive feedback on areas that can be improved, I am willing to give credit where credit is due. However, I shall be doing it direct to the deserving recipient and not because I have been told I have to.