I had dinner on Dec 28th at 7pm at this location, my significant other and I LOVE going to Capital Grill due to the AMAZING food and we’ve always enjoyed our waiters. We had amazing food and a great waitress whom honestly showed amazing guest service. The manager Matt from the beginning demonstrated lack of guest service skills despite of never having a issue before .. first we had to add two more people to our reservation which put us over the threshold due to county laws making us sit separate. Completely fine..I called back to inquire and request a certain area of the restaurant and his immediate response was “ I already spoke to the other guy.” Very on defense like I was upset about sitting separate, I was the actually birthday person and I personally wanted to call. When we got to the restaurant we did have to wait at the desk until the lovely bartender greeted us. When we were sat knowing that of course sitting separately is no fun for anyone ( we completely understood why), INSTEAD of sitting us, showing us the sitting, and showing empathy to the situation by asking if this worked... he just walked away. A key component of service is if you know prior that any portion of a guest experience may be altered is to show concern and empathy, instead he was on defense the WHOLE TIME. I noticed that there was a 6ft distance between the booth and another table if we turned it a certain way, I inquire with my AMAZING waitress who KNEW to say right away “I’m sorry this wasn’t what you wanted, but we are happy you’re here.” Service 101..the waitress went to get him and he rushed over to us, “ You had questions about your table !?” You could tell he was upset.. I asked him if this would work and instead of looking into it, he said no it would you wouldn’t be 6ft.. in a way that not acceptable.
I’ve been in this situation I would have at least attempted to demonstrated to the guest I was trying..instead he wanted to be defensive and not handled a guest situation on a level that a manager should.
In addition, I strongly believe since I’m “younger” he didn’t think it was a big deal to be rude on the phone, rude to me at the table, and we weren’t worth the time to demonstrate the service that I know Capital Grill usually has.. instead he treated us like we weren’t valued guest of yours.
No one should be treat unfairly because of their age which is believe is what happened in combination with being very very defensive..
Unfortunately one of my favorite steak houses in Indianapolis, was ruined due to the actions of this manager.