Out & About: Fish & Co. Paradigm Mall



Not so sure about the Seafood in a Pan tagline.

Stopped over at Fish & Co Paradigm Mall for a power lunch with colleague and boy did I feel like I had to write up my experience here. I am not a newbie to this place having dined in their sister outlet in 1Utama.

This particular day's service SUCKED BALLS. First off, we had to linger at the 'Please Wait To Be Seated' post at the entrance for more than 5 minutes, as no one in the restaurant seemed to notice people waiting. Then the we were brought to our table and presented the menu which resulted in further 10 minutes of waiting.

The guy who sat us at our table conveniently ignored us and went on to entertain 2 groups of guests that came after us. My colleague had to flag a female staff who also conveniently saw right through us (and left us unattended, again). Only a few moments later another waiter, a guy this time, dropped by and took our orders. He may have seen the look of displeasure on our faces and rushed over to help from his 'bussing/barker' station.

Soon our beverages arrived but the female staff from earlier wrongly served our orders. I got my colleagues' drink while she got mine. I not so subtly switched drinks in the hopes that she would realize her error but no, she then proceeded to plonk our meals in the wrong order again. My colleague who noticed my pinched expression reminded me to keep cool and just enjoy the meal.

I took her advise and proceeded to dig in. Thankfully the meal itself was good, not superb, but good enough to temporarily make up for the earlier service related inadequacies.

Mushroom Salad. Earthy 'shrooms and crisp lettuce in light vinaigrette.
This one was over tossed which resulted in the lettuce slightly wilting.

Mussels in Lemon Cream.
A tad heavy on the cream, but the fragrance of the lemon helps.
The slices of Baguette supplied with the dish is great for mopping up the sauce. Yums!

Lightly toasted baguette slices

Seafood Chowder, which was thick and creamy.

Ms. AM demolishing her sizeable Fish & Chip dish.

So, Fish & Co. , this is what you should make your staff do for all restaurant guests.

1) Position a Host/Hostess at the front of your restaurant and make sure he or she promptly respond to customers who wish to dine.

2) Quickly seat your guests at the recommended pre-set table. If they desire another table, quickly react and oblige.

3) Present the Menu and highlight the specials of the day. If there is a lady in the group, offer the lady the menu first. Introduce yourself (or another waiter if you are NOT the waiter assigned to the table) and inform them that you are giving the table some time to browse the menu and that you will come back to take down the order in X minutes (5 minutes is normally sufficient).

4) Come back with a happy greeting and check if your guests are ready to place their meal requests. Carefully take the orders and record in your order slip/captain order. Explain the meal orders as necessary, as some of your customers may be first time customers.

5) Repeat the whole order, based on each guest's meal request, beginning with their starters onwards on to the beverage and dessert (if any). You do this order repeat (clockwise or counterclockwise) to ensure you have not left out anything. It also allows your guests to make changes, if they so desire. If you note that someone has not ordered something to have, now would be a good time to suggest something.

6) Before leaving the table, share with them the estimated time as to when their first order will arrive. This psychologically primes your guests to having to wait.

7) Start serving the beverages. Announce your intention to do so. Ensure the correct order is given to the correct guest. The Ladies-first rule applies here as well.

8) Remind guests that their meals will be just a short while longer. This will reduce the anticipation and gently reminds the guests that someone is lovingly preparing the orders. It also arrests any anxiety the guest may have.

9) Start serving the meals. Announce your intention to do so. Start with the Ladies first, and serve everyone the correct meal items. Supply all the accoutrements and table cruets for sauces and others as needed.

10) Let them dine in peace. Watch your table from a distance, or from time to time, to ensure their needs are met. Clear and crumb the table as needed. Continue serving more meal items where applicable. Make sure no order is forgotten. Find out if everything is great with their meal. If someone queries, attend to it immediately (by replacing bad quality item, offering a substitute or explaining your restaurant's version of the dish- yes, sometimes everyone thinks they are Chefs!).

11) Suggest another beverage when guest glass is 3/4 empty. This allows for an increase in the guest check (dining bill). Even when refills are free, it is bad showmanship if you do not offer it freely (Nando's, that would be you!).Help with other service needs - fresh serviettes, new cutleries, etc...

12) Approaching end of meal, swing by another time and suggest a dessert or a hot drink. Even a simple scoop of vanilla ice cream can be an enjoyable closure to a meal. It also further inflates the guest check. Serve the ordered dessert if requested. Offer extra cutleries if only one dessert is ordered. A shared dessert tastes doubly as good!

13) Leave guests to end their meal. Ready to tabulate their guest check, scanning for mistakes or mis-orders. Check with the guest if they would prefer to have a single bill or split into individuals (yes, this sounds stupid, but trust me, many will appreciate the gesture). Comply accordingly and present the bill.

14) Complete payment process - cash or credit. Return cash balance and/or credit card promptly to the correct guest. Graciously thank your guests, and if possible, alert them of upcoming promotions and/or happenings - new menu item, 2 for 1 deal, etc.. This plants the idea in your guest to come back.

15) Wish them farewell.