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I've been in the service industry for 35 years. I currently work for a well-known and popular restaurateur. The company uses a computer program to facilitate reservations.
The manager arrives in the afternoon and starts calling guests to confirm. The program also sends out an email and text message. It keeps track of your birthday/anniversary, what table you prefer, and if you have any dietary needs or restrictions (if you provided that info). It also tracks if you've made reservations before, how many times you've been in, and if you have "no call, no show."
The manager staffs the restaurant according to how many guests are coming in, so even when you don't respond to the reservation confirmation we still have to assume you are coming in with your nine other friends. Our restaurant will routinely have 20 to 30 guests not show for their reservation. We won't take walk-ins because we're expecting the reservation. It's a real bummer.
Labor is a big part of the restaurant's budget. If you wish to not pay so much for your scallop, I ask you to be mindful and respond to the restaurant's request to confirm or cancel your reservation. We won't be mad either way.
Susan Nosal, Minneapolis
MINNESOTA TWINS
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