Okay. I know the General Manager is going to come on and provide a reply to my post and he's welcome to do so but one thing is for sure, I will NEVER bring a party of 8 to this bar again. Allow me to explain:
After a 2 week trip to Europe with my Aunt, Uncle, Cousin and Niece we arrived at DTW to our family waiting at customs; it was Friday, September 2nd at 8:30pm. We immediately went to the Westin as I was a guest at the hotel that night before I flew home. The Bar was being renovated so the waitress in the restaurant directed us to the interim seating area. We went there. We waited. No one greeted us. I spoke to a Westin Employee who told me we were in the wrong area for the bar and no one would ever wait on us here. Okay. We moved to the 'right' area.
We waited. One lonely girl was working the entire bar. Perhaps no one visits the Westin DTW Bar on a Friday night but they were definitely short staffed and I was NOT happy after having waited 20+ minutes in the 'wrong' area. The waitperson/bartender Kim was finally able to get to us...poor girl. She was obviously trying to do the work of several people. To move our bar order in a timely manner, I followed Kim up to the bar and as she made drinks, I delivered them to my family. YES, I delivered them as we sat in the WESTIN!! (If I was at a Courtyard Marriott, sure but please).
I asked Kim for the manager who did came over and smoozed with me/my guests. He told us he was short staffed (not my problem). He didn't offer to deliver our next round or assist in anyway. I knew immediately why Kim was stressed. Sure, you can be short staffed but if there is a manager on duty, why isn't he helping his guests? Personally, I just wanted him to leave. Kim had already redeemed the situation and was back into the 22% tip range. After I had a few drinks I did tell the manager how disappointed I was in him. He never offered to help us by bringing us a drink or a napkin, let alone comp us a $10. pizza.
Sorry General Manager, give Kim a raise and definitely keep her but your other employees need some training especially if they want to work at a Westin.
PS. I had zero problem going into the terminal the next morning to buy a second suitcase and eat breakfast.
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