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Article outlines restaurant practices

Category: Eat in Diners

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Written by Randy Garbin

Few things spark debate around here than the behind-the-scenes practices of some restaurants. Lord knows, we've visited enough diners, pubs, and otherwise to corroborate most of what we read in this article from the Smart Money column of the Wall Street Journal. We ask you to pay special attention to number nine: "Nice tip—too bad your waiter won’t get it.” We've written many times on the topic of tipping your server, and frankly, one development that generally distresses me is the practice of pooling tips. I don't agree with it, but some others feel differently. What do you think?

10 Things Restaurants Won't Tell You

1. “It’s more about the flash and flair than the filet mignon.”

As any restaurateur will tell you, going out to eat is never just about the food; it’s about the overall experience. At legendary Aureole Las Vegas, for example, spandex-clad “wine angels” climb up and retrieve bottles from a 42-foot-tall spirits tower. The thinking behind the spectacle: “Anything that gets patrons’ attention will get them to spend,” says restaurant designer Mark Stech-Novak.

Indeed, facing tough economic headwinds, restaurants are working every available angle to maximize profits. Even fast-food outlets get into the game, setting up a high-stimulation environment for customers—“it encourages faster turnover,” says Stephani Robson, senior lecturer at the Cornell School of Hotel Administration. “Specifically, the use of bright light, bright colors, upbeat music, and seating that does not encourage lolling.”

Although seemingly innocent, even menus are rigged. “We list the item that makes the most profit first so it catches your eye,” says restaurant consultant Linda Lipsky, “and bury the highest-cost item in the middle.”

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