Triumph Of The Restaurateurs

If you're sufficiently infuriated by a restaurant's service to summon the manager and complain that it's about the worst you've ever received, why would you think that not paying gratuities would make you a jerk?

It seems that Bermuda's restaurants have successfully brainwashed some of us into believing that not only is the service charge mandatory, but that it has nothing to do with the quality of the service at all.

Comments

[Martin on 14.06.05 at 14:07]

I have no problem in saying "no" to gratuities if the service is bad.

The only issue in my head, is that the grats tend to be shared by all, so if the food quality is good, then the rude waiter/tress looses the grats for the chef.

At the end of the day, however, I want a "dining experience", not just good food, so I rationalise my decision in that way.

[ours not to reason why on 14.06.05 at 16:53]

You're right in that restaurants deem grats as mandatory. I've actually been told off by a waitress at a restaurant in bermuda for not leaving a 15% tip. She said that i HAD to pay it. The first reason I didnt pay it was because I didnt have enough cash at the time but then she ended up getting nothing for being so rude and demanding. The service industry here seems to forget/not care about the rule that the customer is always right (within reason). And we wonder why tourism dwindles?

[Pacalolo on 14.06.05 at 17:21]

Mandatory grats = no incentive for good service

Are Bermudians to lazy and stupid to calculate their own gratuities?

Where is the incentive?

[John on 14.06.05 at 18:16]

Restaurateurs Phil, no 'n'.

[ukmountie on 14.06.05 at 19:10]

I remember a meal at the old "Green Shutters" in Hamilton. We had to pretty much look after ourselves, and in the end were pursued out of the restaurant because we had refused the tip.
We were then given a guilt trip about the poor waitress who was crying about it.
I understand that left to themselves some people undertip, but manditory tips are a bad idea.

[The Man on 14.06.05 at 20:32]

"'Restaurateurs Phil, no 'n'"

I even checked, because I didn't believe it..... 'You learn sumfin new....'

[S on 14.06.05 at 21:00]

"Are Bermudians to lazy and stupid to calculate their own gratuities?"

Pacalolo

could you elaborate a bit more on this point?

[The Limey on 14.06.05 at 21:22]

John

According to dictionary.com, restauranteur is an acceptable variation.

[Andrew on 14.06.05 at 23:00]

It's restaurateur...alas, 'restauranteur' has crept into the lexis from some unkown (likely American) origin.

I'm don't profess to be an expert, but I do love words and appreciate them in their proper form.

[The Limey on 14.06.05 at 23:44]

Hmm, this suggests there is ambiguity, but that 'restauranteur' is probably wrong. So just in case, I've changed it. ;-)

[Andrew on 14.06.05 at 23:52]

There are plenty of variational spellings throughout the English language, this only one of many. It's the sort of thing that irks lingual purists as much as, say, a split infinitive.

I only protest because I much prefer the sound of the original (and in my opinion, correct) spelling. That, however, is just me...

[Martin on 15.06.05 at 06:29]

What happened to the debate on "tips"....or should that be "gratuities"?

[John on 15.06.05 at 08:07]

Phil,

I'm surprised that you would plump for an 'acceptable variation', that's what the media tell me when they talk of 'Bermudans'.

[Boston Baked Bean on 15.06.05 at 10:07]

I was a waitress in Bermuda for 4 years and it always surprised me when my co-workers would give customers an attitude for even asking for a second drink - no kidding. And these waitresses were in the business their whole lives. Some people definitely take the automatic 15% on the check for granted and stop working for their money. Some people need a rude awakening if their service is unacceptable.

Martin is right, most often the grats are shared by all and so it was frustrating to see this go on and have to pick up their slack so I could bring home a decent amount of money at the end of the night.

[Philip Barnett, Chairman, Restaurant Division of the Bermuda Chamber of Commerce on 15.06.05 at 11:28]

Just to clarify the official position of the Restaurant Division of the Chamber of Commerce, the 15% gratuity is NOT mandatory, and it IS negotiable. If you feel that you did not get the service to warrant a 15% gratuity, for whatever reason, you have every right to not pay it. By keeping silent and paying the gratuity so as not to be a "jerk" you do no favours to the owners and managers of that business (not to mention the industry as a whole). In addition, it is belittling and demeaning to those restauranteurs (yes, see the "n"), to tar them so broadly with the brush...

"It seems that Bermuda's restaurants have successfully brainwashed some of us into believing that not only is the service charge mandatory, but that it has nothing to do with the quality of the service at all"...

Many restauranteurs that meet at the Chamber are proud and principled operators that would be horrified that a guest is paying a gratuity that they don't think was earned. Perhaps a guideline on tipping can help people so as not to be a "jerk" but get what they deserve in service:

15% Gratuity - for good attentive, professional, and friendly service (one mistake is human i.e. forgot to bring coffee, but apologizes and brings it at no charge)
10% Gratuity - for fair attentive, professional and friendly service (forgets to bring coffee, and is not engaging and friendly throughout the meal)
No gratuity - if the service is lazy, sloppy and rude (make sure you clearly tell the manager/owner so they can fix the problem)

and, now for the flip side:

20% (yes cross out that tip and write in a new one) - for outstanding service (i.e. took care of every detail, and was exceedingly professional, expertly knowledgeable and treated you like a guest in their own house.

25% + - all of the above, PLUS then walked your elderly gran down the stairs and upon discovering she had a flat tire, helped to fix it.

You are consumers of a discretionary product, vote with your dollars and your patronage. If a restaurant is successful both from a financial point of view and from a guest satisfaction point of view, it gives great incentive to the owners to open more restaurants; and MANY great restaurants is what we all agree Bermuda needs.

[automatic on 15.06.05 at 12:28]

Interesting Mr Barnett, and yes I agree that in certain circumstances, a tip of more than 15% is warranted, and in those circumstances, I have been more than willing in the past to add an additional tip.

However, if the tip is not mandatory as you say, then why is it already included in the bill? We are clever enough to work it out for ourselves, it's not rocket science. By automatically including 15% this gives the impression (regardless of what the actual law is) that it is mandatory. To not pay it involves discussing with the manager your concerns, actively requesting that it be removed, and having a new bill printed off. Thats why people feel like a "jerk" when asking for it to be removed. Like it or not, restaurants are counting on the fact that people don't like to complain, and would rather just pay and get out of the place.

If the tip is truely discretionary, then don't include it in the bill, we can work it out for ourselves.

I object to the expression "a 15% gratuity has been added for your convenience" It seems like the only person it's conveniencing is the restaura(n)teur...not me!

Another sneaky trick used my some, not all, restaurants is the practise of leaving the "tip" section blank on a credit card slip, to give the impression that an extra tip is needed. Whilst those of us that live here know of the automatic 15%, I'm sure that catches out many a visitor, especially those from places where tips are not generally automatically included. Yet another example of ripping off the hand that feeds you.

[JJ on 15.06.05 at 12:40]

Automatic, you are absolutley bang on!
I recall the arguments for and against an auotmatic tip were hammered to death in a previous thread. But I agree with you. Don't automatically add the 15%. Allow the customer to decide what is approprate in each situation. Service will improve and maybe waiters'/waitresses' income will too if deserved.

[The Limey on 15.06.05 at 13:17]

Philip

Many restauranteurs that meet at the Chamber are proud and principled operators that would be horrified that a guest is paying a gratuity that they don't think was earned

Then they should let the customer add the gratuity himself.

To aid the mathematically-challenged, perhaps you could print out a list of suggested tip amounts (10%, 15%, 20%) at the bottom of the bill?

In a previous thread you said that including the tip prevented chronically poor tippers from leaving less than 15%. There's a belief that many of these poor tippers are European tourists, who may be accustomed to tipping less at home. But there are some restaurants in Bermuda that seem able to operate without this safety net. Swizzle Inn is one - a restaurant that arguably attracts more tourists than any other.

You may not be able to control what other restaurants do, but how about leaving the tip to the customer's discretion in the Hogpenny, Pickled Onion and Barracuda Grill? You could do it as a trial for a couple of months and see how much difference it made to the amount of tips your restaurants collect. I'd be interested to know the results.

[Somers on 15.06.05 at 13:46]

Automatic - Couldn't have said it better myself.
I have voiced my irritation over this subject before...

[TJL on 15.06.05 at 14:03]

Why should restaurant owners do away with the included grats? Until people start changing their eating patterns based upon a restaurant's policy in this matter, or start making it inconvenient for them by consistently requesting a new, grat-free bill, the market will arrive on its own at the most efficient solution.

Automatic is absolutely right, the tips are included to convenience the restaurant, not the consumer (despite the note at the bottom of the bill). The question remains, is this something you feel strongly enough about to change your purchasing behaviour over, or are you just going to complain about it and hope someone does something?

[USA on 15.06.05 at 14:05]

Andrew,
There you limeys go again. Blaming the 'n' that has crept into restauranteurs as most likely an American influence. I wonder how many potential tourists pay attention to this site? As often and as bad as many speak of Americans here, I hope not many.

[Philip Barnett, Chairman, Restaurant Division of the Bermuda Chamber of Commerce on 15.06.05 at 15:13]

(with an audible sigh, picks up keyboard to type in a last ditch explanation knowing he has little chance of success...)

15% included service has now (for better or worse) become part of the culture of Bermuda's restaurants. That is not to say that you as the all important consumer doesn't have a say in whether it is deserved. Interestingly Swizzle Inn does include an automatic service charge of 15% for groups of 5 or more, as unfortunately they were getting far too many "not so golden handshakes" by satisfied customers that were leaving without paying much if any gratuity (a double ouch with a large party which could be the servers only table and thus 75% of their income that night). In addition Swizzle have a polite billfold insert that clearly states that gratuity isn't included on the checks (for one to four customers), and that "in Bermuda it is customary to tip 15% or more for good service" (funny how people will willingly tip 15% when "asked").

Limey said... "You may not be able to control what other restaurants do, but how about leaving the tip to the customer's discretion in the Hogpenny, Pickled Onion and Barracuda Grill? You could do it as a trial for a couple of months and see how much difference it made to the amount of tips your restaurants collect. I'd be interested to know the results"...

Limey, as I don't feel it fair to play poker with my staff's income, how about I instead invite you to come and serve at one of my establishments for three months and in your bills we won't include a 15% service charge. Then tell us how it feels to put your heart, soul and passion into your job and get the big donut in return. It hurts. Sorry Limey and agreeing posters, until you have walked a mile in the shoes, you will never understand the issue. For those that then say "pay your staff more", suffice it to say that all that would have to happen is that all prices would have to go up to offset the associated costs increase. At least the choice is there (whether you as the consumer exercises it or not) to remove the service charge if you feel it was not deserved.

Automatic said... "Another sneaky trick used my some, not all, restaurants is the practice of leaving the "tip" section blank on a credit card slip, to give the impression that an extra tip is needed. Whilst those of us that live here know of the automatic 15%, I'm sure that catches out many a visitor, especially those from places where tips are not generally automatically included"...
That practice has been deemed by the Department of Consumer Affairs to be ILLEGAL (as it should be), and punishable by a fine of up to $2000. I believe their number is in the phone book.

[Martin on 15.06.05 at 15:35]

Philip...

Why don't you simply incorporate the 15% into the cost of food/drinks as shown on ther menu? In that way, staff would get their grats PLUS it would be open to customers to give a tip if they felt it appropriate.

I guess you might argue that another $3-4 on a main dish will make some dishes appear to be very expensive, but then if you can afford (say) $34 for a decent steak, then you can either afford to eat in the restaurant or you can't, and another $3 will not sway many to eat elsewhere. We are paying it anyway.

The key here is the "perception" that we have to pay the 15% - despite what you say about being able to not pay it - and as we know, one's perception is ones fact.

And as for the "big donut", we have no problem in paying those who "put their heart and sole into the job"...it is those who do not that we do not wish to pay.

[JJ on 15.06.05 at 15:35]

Well how about following the Swizzle's policy in just one of your places as a trial? I assume it works for them. They seem to do a boat load of business and are able to attract/keep wait staff.

[question on 15.06.05 at 15:45]

Mr. Barnett, would that illegal practice be applicable to in-room dining services at a hotel (e.g. Elbow Beach)?

[Philip Barnett, Chairman, Restaurant Division of the Bermuda Chamber of Commerce on 15.06.05 at 16:15]

Question said...

"Mr. Barnett, would that illegal practice be applicable to in-room dining services at a hotel (e.g. Elbow Beach)?"

The best people to answer that question is the Department of Consumer Affairs.

Martin said...

"The key here is the "perception" that we have to pay the 15% - despite what you say about being able to not pay it - and as we know, one's perception is ones fact"

Spread the good facts Martin, challenge that unearned grat!

On a slightly serious note, I will take all the comments on this thread to the next meeting of the Restaurant Division for review.

[Martin on 15.06.05 at 16:18]

Phillip..

Thanks for listening.

[The Limey on 15.06.05 at 18:09]

TJL

Is that a sly attempt to compare my position on tipping with that on second-hand smoke? ;-)

I certainly don't want or need the Government to pass legislation banning the inclusion of the service charge in the bill. But I would like the restaurateurs who currently include it to stop doing so.

Philip

I think your comment about playing poker with your staff's income is a little disingenuous. I don't think even you believe that if you stop including the tip then the gratuities will suddenly dry up.

Given that Bermuda has more visitors from the US than elsewhere, I'd be willing to bet that the customers who will start tipping 18% or 20% (or more) will outnumber those who'll tip only 10% or 12% (assuming the service is good - and generally I find that in your restaurants, it is). But I don't know, and that's why I'm suggesting you do a trial for a month or two.

Swizzle's billfold insert grates slightly on both myself and my wife, as we feel we're being told how much to tip. But I'm sure some tourists find it helpful, and it's still far preferable to the tip being included in the bill. If you went the Swizzle route, I'd be happy.

Whatever you decide, I'd also like to thank you for offering to take the points of view presented here to your next meeting of the Restaurant Division, even though we may not see eye to eye!

[guestworker on 15.06.05 at 18:36]

I recently walked out of one of Bermudas "best" restaurants on Front St due to waiting of 1 hr 15m in the middle of the workday for a popular lunch choice on the menu. I had asked to speak to the manager or chef but the waiter wouldn't let me! If this is what tourists are putting up with then I dont blame them for not leaving the ships!

[jake on 15.06.05 at 19:26]

I was a waiter once...

The reason the 15% is in there is the points system. The grat's are totalled and allocated according to how many points were earned that week.

So: 5 day week, 5 lunches and 5 dinners. Each waiter will earn half a point for lunch and 1.5 points for dinner. Maitre'd will earn 2 or 3 points and chef 2 or 3.

When you leave a cash tip, some waiters are tempted to not bring all the cash to the kitty. Not that all tips are paid in cash, but you see my point.

You hit the management pocket harder.

Truthfully, I can make more money when the grats. come cash to me - no 15% because the treatment I give is the treatment I am paid for. When I am sharing that with the manager the incentive is nowhere near the same. When I have a really good team to work with - I don't mind - because we are all working to get the point up. But it has no effect when the service is capped at 15%.

Phil may consider speaking with the staff to see what they think.

[Two Cents on 15.06.05 at 23:03]

I think it is somewhat pointless arguing with Phillip Barnett regarding service in restuarants because his restaurants all have great service. I eat pretty regularly at all of his locations (probally not as much at Barracuda Grill). I have always been impressed with how attentive his staff are, how good the food is, and it is still pretty reasonably priced. He probally has enough on his plate without worrrying about his compeditions service methods

It is a shame that we can't get some of the Charlatans that pass themselves off as Restaurant Managers/Owners to blog in here too. Half of these guys couldn't organise Lassie in a Dog Show so forget about a Restaurant.

What I find scary is how bad service is at some Bars, Here's a scary statistic; In my opinion service is better at The Beach (The Shame of Front St) than it is at the main bars at both Hamilton Princess & Elbow Beach Hotels.

[m on 16.06.05 at 08:14]

Phillip Barnett writes:

"Then tell us how it feels to put your heart, soul and passion into your job and get the big donut in return."

Almost every other country in the world allows people to choose for themselves what they tip and what they don't. This is all dependent on the service they receive. Why should Bermuda be any different? This is an antequated section of the service industry in Bermuda and it needs to be changed. In most cases, the server will probably get a 20% tip, as that seems to be the norm now in most cities in the US.

When I worked as a server, I was also on the "points" system that Jake speaks about. The chef, maitre'd, owner, and everyone else is able to tap into the gratuties that are earned by the servers. On one week after a few weddings and some busy nights, the gratuties would be unusually low. Another strange occurence. With enough complaining by the staff, all of a sudden the money would be "found".

Anyways, I think that the 15% grat rule on tables under 5 is ridiculous. It breeds laziness and I believe it reduces the amount of tips that a server might receive.

Thats just my opinion though.

[TJL on 16.06.05 at 10:15]

I'm personally in favour of the included gratuities.

Left to my own devices, my tip is only affected by service if it was exceptionally good - otherwise everyone gets about the same tip. If the service was exceptionally bad I simply won't go back, but I'll leave a tip for the reasons mentioned above (no point in everybody suffering when it was probably one bad link in the chain). That tip is always somewhere between 20%-25%, a habit instilled in me by my grandmother, a restauranteur herself, and reinforced by my college job of delivering food and experiencing what it's like relying on tips to earn a living.

So if the restaurant is doing me the favour of capping my tip at 15% while saving me the twenty seconds or so it would take to work out the grats, it's both cheaper and more convenient for me. So long as it is obvious from the bill whether gratutities are included (and sometimes it is not), I would prefer more restaurants adopt the practice.

[lickinalong on 16.06.05 at 12:58]

In my view the tips are always at the discretion of the diner even if they are added by the restaurant. I have removed the required tip on a number of occasions when the service was poor. Sometimes I get some attitude but that doesn't bother me. My advice is don't wimp out if the service is poor. If you do wimp out it is your own fault, not that of the restaurant.

Other than when the service is poor, I am fairly generous with tips. Both of my kids worked as waiters and bartenders during the summer while they were at university. They would hustle and earn around $1,000 a week on average. They also taught me about the plight of the waiter. It can be a pretty unpleasant job particularly when some cheapskate fails to give them a tip.

My favorite tipping story concerns a meal with my family at a well known restaurant in London, Montcolms. We had an early reservation and the restaurant was fairly empty but were seated next to the kitchen. I asked for a better table but the maitre d' refused and was really quite rude about it. During the meal I noticed that we were surrounded by people who either had a North England accent or an American sounding accent. Those with a posh English accent got the preferential tables. Clearly something was at play. For an expensive restaurant, the food was mediocre and the service lackluster. When I paid for the meal I wrote on the payment with a bright red pen, "rude maitre d' + poor service = no tip". That got their attention and you should have heard the muttering by the wait staff as we left the restaurant.

[Two Cent Charlie on 17.06.05 at 17:10]

Jake brings something to the table.

Truth is the BIU and many restaurant owners/managers (especially hotel) will never want the "15% gratuity included" reversed. The fact that the managers get to share in the take is too important to leave to the waiter's discretion. It seems they simply don't trust the wait staff to honest in sharing the tips. Personally I can't remember the last time I gave anything less than a 20% tip other than when I'm in Bermuda. It befuddles me that wait staff don't demand freedom of choice for their customers.

Interesting fact about the $2000 fine for leaving the tip space blank on a credit card form. I think they should up the ante. If there are mulitple occurrences by an indiviual or establishment then we should expect some jail time. I have sent many people to Bermuda over the years and have told them to watch out for this nasty little "scam". A couple of glasses of wine and some good
company can create a situation where the customer easily gets taken, especially visitors.

I think I'm going to get a copy of the law and take it with me whenever I dine out. If I get a receipt with no mention of the 15% included, I'm demanding a free meal!! Cheaper than the fine I'd say.

[Former Restaurantuer on 17.06.05 at 23:41]

As a former restuaranteur, I'm generally appaled at the quality of service in Bermuda restaurants and bars. I'm not sure if it is related to the "automatic tip" or some other culteral phenomenon, but the service is generally poor. I've always been a good tipper, generally tipping 20-25% or more. The tip has always been directly proportional to the quality of service.

I'm offended by the seamingly manadatory tip included by retaurants. In my restuarants in Canada, wait staff would average less than 15%, but at least they were motivated to perform. I see no such motivation here. Many of the servers I've been exposed to in Bermuda wouldn't last three days in one of my restaurants without being fired.

Do away with the mandatory tip and bring Service back to Bermuda.

Forgive the joke, but I am uniquely qualified and just couldn't resist:

Q. What's the difference between a Canadian and a Canoe?

A. A canoe will tip.

[Bill Cook on 18.06.05 at 07:49]

Licken,
I enjoyed your comments and loved your ending !
I will use that if such opportunity arises.
I was a tumbler boy, a barman and waiter at various times, and was a hustler for tips but I gave the best attention I could.
The problem with no tip add on is that it allows the cheapskate to stiff you.
Remember what is the definition of a PLICK ?
One who leaves a Chinese rest without tipping.
Its been a while since I was last in New Zealand but I recall no tipping anywhere not even the taxi's which were clean and the drivers pleasant.
Service generally in Bermuda is some of the worst I have ever encountered anywhere.
There is always expectation of reward but no equal compulsion to give service.
When was the last time anyone who filled your gas tank checked your oil or water ?
I no longer tip the attendants.

[JJ on 18.06.05 at 08:36]

Why aren't gas stations in Bermuda self-service, like everywhere else in the world?

[Martin on 18.06.05 at 08:39]

JJ...

You can serve yourself if you want to. It aint mandatory to "be served".

[The Limey on 18.06.05 at 08:49]

There are some gas stations which allow you to put your credit card in the pump and do the whole thing yourself, without the need to interact with a single human being. The Shell by the Causeway is one.

[Two Cent Charlie on 18.06.05 at 16:15]

Former Restaura-N-tuer, funny but TAC-ky.

Sorry.

Actually very glad to read your comments. Bermuda certainly does have an issue with service and the 15% mandatory tip only serves as a hinderance to improvement. I think no matter where one is from you will find a cheapskate, but the vast majority will happily pay 20% or more to make up for them.

I think the fear lies in that people from certain countries like England, visit Bermuda and might not pay tips because they do not do it back home. (I still get a kick out of getting told off for leaving a sizeable tip in an English country pub.)

Bermuda is very much Americanised and tipping is expected. Restaurant owners need to come up with a way of gently reminding their guests that tipping is how the waitstaff makes a living and vice-versa.

[Smiths on 18.06.05 at 17:01]

Two cents...

I am English....do not be embarrassed....send me the money.

I'ts a little like talking about Canadians as being "tight" with there money, when you talk about the English not wanting to tip.

Well...we do tip....but we expect service, and I guess that might support your view that people from England do not pay tips...simply because the service here can be poor, and grudgingly given.

If it's good - we will pay.

By the way - I am married to a Canadian/Bermudian - and it is true, they are tight!

[Lager Drinker on 18.06.05 at 20:06]

Northrock Brewery has a great location and some good beer. But two of the absolute worst barkeeps in the world. I am a 20%+ tipper for any sort of average service, but it grinds me when I have to pay these jokers 15%. Now that I realize its not mandatory, I will ask for a check with the gratuity excluded,

[Two Cents Charlie on 20.06.05 at 13:15]

Smiths,

Actually I'm only fooling around with the Canadian thing. We've all got friends from all walks of life and there's always a few tight wads amongst them. (Throw out to Poodles!)

The English part is not so much a knock on being tight but the fact that in England most pubs that I grew up around often were owner occupied and didn't expect tips. Many times if I ordered a Gin & Tonic I'd have to put the ice in the glass myself and the tonic was served seperate. Which I always found amusing yet annoying.

If people grow up around a certain way of life and then in their travels they act as they would normally, it's not neccesarily wrong. It's just sometimes perceived as being unacceptable in the country they are visiting.

No matter where you are from you should never have to "grudgingly" give a tip for poor service.
And that's the key problem with having a 15% gratuity automatically attached to your bill. Even with poor service, more often than not, someone will simply pay the bill and leave rather than "make a scene" by requesting the gratuity be adjusted. In the long run that only breeds resentment and creates a negative situation all around.

[neveragain on 20.06.05 at 18:21]

" I am married to a Canadian/Bermudian - and it is true, they are tight!"

I'm married to a Bermudian, and it's true, the rest of the world thinks that Bermudians are just dumb-asses.

[verytrue on 20.06.05 at 18:34]

True...so very true, neveragain!

The rest of the world DOES think that Bermudians are dumb-asses!

Viva la independence...right! See how long the island lasts without UK support.

As for now...we Bermudians can just keep on overtipping the lousy help. (and why not...the money doesn't go off island...right?)