Archive for August, 2012

NO-SHOWS AND RANTY-PANTS.

Last Thursday I was visited by an angel. His name is Stefan and he works for Dimmi, the online reservation system we launched on the website to save me from returning emails at 2am, which will in turn save my sleep and likely my marriage. Oh , it’s not quite that dramatic, but sometimes a girl needs a bit of drama to get her man to see the truth.

I had planned to write a flowery post about how we hoped this would make the reservation process easier and faster, but then we had 4 no-shows at Sunday night’s service, so now I’ve pulled on my favourite pair of ranty-pants and am going to vent my frustrations right here in the intimate world of cyberspace.

Which, by the way, is part of the problem. Does the anonymity of an email somehow dilute your personal responsibility?

‘Oh no, it wasn’t me who no-showed, it was my email, I would never do something like that.

We decided to take reservations for several reasons.

One, I’m a hundred and fifty and can’t always be arsed to put my name down at 530 and hope I get a table by 9. When the mama is on a night out, she likes to know she ain’t going to spend half that night eating peanuts at the local pub waiting for her table to be ready. Also, I like a cocktail. And I loooove a glass of wine. 530-9 leaves a lot of time open for me to work my way through your wine list…

Two. I’m a mama. Who wants to stand, waiting for a table, knowing that every minute you do costs you $3 in babysitting fees. By the time you sit down to eat, you decide you can’t afford an entree and you’ll split a dessert to make up the $40 you spent while waiting.

Three. Knowing your reservations gives your kitchen a fair idea of what’s coming at them that night, and allows you to staff your front of house accordingly.

Mostly, though, we wanted Hartsyard to be relaxed and welcoming, and we figured that if you knew you had a table, and we knew you had a table, and you knew that we knew you had a table, that would go a long way to achieving that before your meal even began.

To us it seemed like more work upfront, for less work on the night. But Jeez, it is far more work than I anticipated, which is why we enlisted the help of Dimmi in the first place. It responds in real time, is accurate, provides an immediate answer, followed by a booking confirmation email, and now (in response to Sunday’s guest’s performances) sends a reminder email 48 hours before the reservation. Just for good measure, I also call to confirm on the day.

Overkill?

I agree. Airlines don’t bother to remind you about your upcoming flight to Singapore.

But by then they’ve already taken your money. And that, I suppose is the real difference. There’s no accountability if no one makes you pay.

Several people suggested I start a black-list, but I hate to put energy into negatives, and unfortunately that list would now be rather long, so cross-referencing it each night would take more time than confirming reservations in the first place. Perhaps instead, we’ll keep a list of people we do take reservations from, and the rest of the dining room is fair game.

But that contradicts our philosophy for taking reservations in the first place.

So please people, for heavens sake, don’t make reservations at 9 different restaurants because you decided last minute that you want to go out for dinner, but won’t be happy until you find a 730 time slot. And if you do find that 730 time slot, please spend the extra 4 minutes to call all of us other suckers back so that we might free up that table and pay our staff’s Sunday wages by seating another party.

Told you I had my ranty-pants on.

So far Dimmi’s software is not equipped to immediately black-list no-show parties, but I reckon they should look into it. Provide a brotherhood for us schmucks still taking reservations.

But for the majority of our delightful guests, all of whom turn up on time and are an absolute pleasure to serve, if you’re having any trouble with the online system, or have a special request (bespoke cake by Andy…table with an ocean view…) please do contact me directly.

If i’m not having a little nap, I’ll get back to you faster than you can say black list.

 

 

 

 


TO RESERVE OR NOT TO RESERVE,
THAT IS THE QUESTION

Hello blog, haven’t seen you in a while. Well, that’s what happens when you blow up your computer Hart. You have no means by which to communicate.

Yes good folk, Hartsyard experienced the great computer disaster of 2012 last week when I poured my delicious cup of freshly brewed tea (milk, half a sugar) all over our lovely computer, right before a fully booked weekend.

Not to worry, the next morning the Bondi Apple store helped outfit me with a brand new Apple Air while three staff and 4 security guards wrangled my child who was determined to escape out the front door.

I went to the Bondi store, because one of their staff is a regular at Hartsyard, and a native from Gregory’s homeland and I blame him entirely for the whole thing. You see, just days before the great tea incident, he gave me his number ‘just in case I ever had a technical difficulty’. Technical difficulty? Oh, I’d say this qualifies.

Anyway, it’s all good now and I won’t lie…I did enjoy the 12 hour respite from the emails.

Which brings me to today’s post.

Last time I asked you for advice you were vocal, encouraging and interactive. It was really cool actually, I can see how people get hooked on this blogging biz.

Most of you saw no need for us to change the wine glasses, but a few of you did (did you read Pat Nourse’s comment on the blog?) and so we have some stemless wine glasses on their way to Hartsyard. The tumblers will still be available, so now it will be a funny little thing where you can pick your wine and your glass, and have a debate about it at your table. It could be a good conversation starter if you’re out on an awkward first date…

And so today I ask you about reservations…

As you’re no doubt aware, we take most of our reservations via email as I’m home with Q during the day. It also allows me to provide the personal touch we were determined to have at Hartsyard.

Problem is, when you blow up your computer, you can’t provide any personal touch at all.

People like an immediate response, but we’re far too small to have someone monitoring the emails and phones full time, so if Q boycotts sleep, or you email during service, or I am so tired I want to punch myself in the face, you won’t get an answer until late that night or early the next morning.

A reservation system provides an immediate response, a follow-up confirmation email, and texts you on the day, which may go some way to preventing those mean and nasty n0-shows…harder to no-show when you know it’s noted on your record don’t you think?

There’s also no human error. I know people, it’s hard to believe, but despite my best efforts, I have been known to make the odd mistake here and there…

But the big benefit?

Time.

It would free me up to get back to more important activities like this blog and oh, I dunno, painting my nails or curling my hair or something.

But would you feel slighted? Would it seem rude? Does it detract from the personal service we’re trying to provide?

I’m inclined to think it will allow us to be more personal as the response will be immediate, with a tailored email to your specific requirements.

And in this day of internet, twitter, facebook, instagram, 4cubed…4squared…whatever that thing is called…email, text and websites, immediacy is key.

What are your thoughts people? I expect your responses within the next 30 seconds.

Go.

 


A BEAUTIFUL WORLD

This morning began like any other. Our daughter Q awoke at the butt-crack of dawn and I stumbled out of bed to get her, noting faintly that going to bed at 230 and getting up at 5 is not good for one’s general health and wellbeing. We returned to bed where she began her ritual dawn serenade of ABC and Twinkle Twinkle before a miracle happened.

Just then, Gregory, my sleep-through-anything-husband arose from bed, took Q from my arms and proceeded to do the morning march of breakfast, mess, teeth cleaning, mess, dressing, tantrum, puzzle playing, follow-up tantrum while I slept the sleep of the working mother. How do working parents do it? My hair is falling out, my nails aren’t growing and I’ve got acne worse than I had as a teenager. I’m falling apart. The mama needs some sleep! And then he drove her to daycare where she spends the morning reeking havoc before I pick her up at lunch time and wrestle her to sleep.

I arose shortly thereafter, distressed at not having kissed Q goodbye, but worked through my pain with a freshly made coffee and PB & J on one of Andy’s muffins.

I opened the computer to tackle the reservations and my phone rang. It was daycare. Q was distressed and hadn’t stopped crying for me since Gregory had dropped her off. I left my half-eaten muffin by the computer, didn’t bother to put powder on to cover my teenage acne and raced to daycare to get her.

I sprinted through the door, out to the play area and there she is in the sandpit playing trucks. She sees me and runs over, diving into my arms like we hadn’t just seen each other less than 3 hours ago. The tears stopped instantly and the clinging began.

It appears my little friend just wanted a bit of her mother’s attention.

And so we left daycare, wandered over to The Grounds conveniently located just across the road, the perfect location for some good old fashioned mum-and-bub time. I bought us a muffin (excellent nutrition, I know) and we spent the next hour or so talking to the chickens, not throwing rocks in the fountain (i’ll admit Q got a few sneaky throws in before I could stop her, I’m sorry Grounds staff, I didn’t see the sign until too late) and listening to U2 tell me it’s a beautiful world.

In the back of my mind was the ever growing ‘to-do’ list, the unacknowledged reservations, the confirmations required before tonight’s service, the laundry, Q’s dinner, the bills and the sundry other things that slip out of my grasp ever day of my life.

But you know what? God willing the reservations will be there tomorrow – as will the no-shows I suppose. Laundry ain’t ever going to cease. Ditto the vacuuming, the mopping and the dusting. (Although I will admit dusting is a job I reserve only for moments of complete self-flagellation).

But moments in the sunshine with the greatest treasure in my world? Kisses into her sweet neck and terrible renditions of incy wincy spider? That’s the stuff this life is made of. And it just made my day.

So stop and smell the blood and bone friends. Abandon your responsibilities and kick about in the sunshine. Bono is right, it is indeed a beautiful world.


WHAT DO TERRY DURACK, PAT NOURSE &
SIMON THOMSEN HAVE IN COMMON?

When I played one of the silly sisters in Beauty and The Beast back in the US, I got a review that said I ‘made the most of my limited role.’

Is that a compliment? It’s hard to tell.

I got another review in a production of Chicago where the reviewer said she’d walked out on Barbra Streisand but she’d never walk out on me. Which I think is less to do with my performance ability and more to do with the size of my nose unfortunately.

Sometimes you’d read a review and you’d want to scream at them and say; ‘you missed the whole point. Didn’t you see the bold acting choice I made at the end of Act I? Can’t you see how I exposed my character’s main flaw and set up the conflict for the second act!’

We actors can be a precious lot. But I doubt I’m telling you anything new by saying there is a certain amount of ego in all acting. And actors.

And chefs…

Noooooooooo. Who knew?

But why?

Because you can’t just get up on the stage and sing. Nobody can dance to a glorious melody and not want to express the sentiment the music is trying to evoke.

Equally so, chefs don’t just whack a steak on a plate and call it dinner. (Except at one dreadful job I once had, where they did exactly that. Which was probably fair given that our guests would come in on tight-arse Tuesdays, order the steak to share, and spend a whopping $3.50 per person, middy of light beer included). Gotta love hotel food subsidised by pokies.

Theatre and hospitality are not so far removed it would seem. You rehearse and rehearse, rewrite, reconsider, challenge, defy and negotiate until you are happy with your concept from the opening notes of the overture to the final closing of the curtain. Every night it’s the same cast with a different audience and no matter who misses their cue, no matter how many salads get dropped on the way to the pass, the show must go on.

Even when a reviewer walks through the door. Especially when a reviewer walks in the door. Jeez it was a hectic first few weeks. There wasn’t a night without half the dining room taking photos of the food paparazzi style, jotting down notes and asking difficult questions that no doubt the wife of the chef should have been better able to answer.

Fake it till you make it people. (Or be honest and run back to the kitchen and ask). You look like a right prat if they quote you in a food blog and you’ve told them it was shaved parmesan instead of shaved almonds. In my defence I was really tired and they kind of look the same, but to clarify, the broad beans are covered with shaved almonds dear reader, not shaved parmesan which seemed the obvious (and unfortunately incorrect) guess.

So, what do Terry Pat and Simon have in common? (And yes, I have deliberately listed them that way based on the order of their surname so that on the off-chance they read this they don’t presume I assume one is more significant than the other).

Turns out they all hate our wine glasses.

We chose the little spanish tumbler for a couple of reasons. One – for space. Given that tables are small and plates are designed to be shared, and two – because we wanted to continue that relaxed dining and we thought they evoked that better than a big old burgundy glass, sitting on the table’s edge just waiting to be knocked over and shatter into a thousand pieces when the neighbouring table gets up to go to the toilet.

But we’re not completely married to the idea. Consider us engaged. At opening we were confident in our decision, but if enough people whisper in our ears that we’re making a horrible mistake, well, perhaps it’s not too late…

And so we took it to our guests, and have spent most of this week polling our regulars for their opinion.

Here are the results;

  • I love them. I think they’re cute.
  • I hate them. Why do you think we order cocktails and beer.
  • It is a non-issue except that nobody else is doing it. Hang on to your point of difference.
  • Of course you should change them, it’s like drinking out of an ashtray, which I thought was slightly harsh, but was counteracted by another at the same table who said;
  • Keep what you’ve got. Don’t give into them. ’Them’ I suppose being T, P and S.

So there you have it people. No conclusive result one way or the other.

And so we turn to you.

What do you think of our wine glasses?

And if we went in the direction of the stemless variety do you have an opinion on that?

It’s risky this, throwing the floor open for comment. Please don’t consider it an open invitation to comment on all facets of Hartsyard. It’s owned by a chef and a performer remember, the drama in our union is high enough as it is!

Happy weekend people, hope you enjoyed the sun-shiney day.





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