Kayra Restaurant in Ealing

187 High Street Acton Town Acton, Acton, Ealing W3 9DJ England

+447727731149

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Nº 747 in 983 in Ealing

Nº 20 of 24 Mediterranean in Ealing

3.0

Based on 65 opinions finded in 1 websites

Nº 747 in 983 in Ealing

Nº 20 of 24 Mediterranean in Ealing

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TripAdvisor 65 3.0

Opinions

This restaurant will happily sit a 5 year olds birthday party next to a Hen do decorated with penises. Mark my words It will happen one day if they keep on the way they are going. They do not consider the unpleasantness of booking multiple large party events side by side in the same room under each others feet. They have no consideration for the capacity of their kitchen equipment or the number of staff required to ensure large parties who are seated at the same time can be served anything close to the same time as the rest of their table, or even at all. Tldr( Unsupportive inflexible management, lazy management, unorganised, didn’t use all information provided, not calling out entire orders when calling out orders, stressed rude staff, overconfident management don’t recognise the strengths and weaknesses, capacity of kitchen not considered. no table service, mistaken orders & forcibly coerced to accept wrong dishes creating further chaos, no additional staff put on when needed, no care for customer experience, changes made to booking last minute to seat another party!! and no communication on the change!! no individual billing for huge party, hosts left with large bill, likely strangers items added to bill, kitchen mistakes added to bill, many orders never received, some nice food but ruined by experience) Suggestion to management: - Assign visible table numbers for customers ordering at the bar. Staff must request table number when ordering. To ensure staff delivering know where they are going. No guessing as guests can move within large parties (and I was forcibly moved to make way for your other booked party) - Drinks should be paid for at the bar if doing a preordering system all assigned to one table. No drinks should be allowed on that table order from anyone in the restaurant. - Alternatively Enough staff to wait on tables. Each staff member should be assigned specific table sections, numbers x through x. Staff should approach tables regularly for check ups and ask for drink/additional requests, leaving it upto staff to assign correct table numbers on their orders and if they deliver then they know who ordered what and may even garner tips for excellent service. - In the event of difficult situations and large parties that require faster smoother flows and high levels of organisation I suggest the Manager presents as main point of contact, visiting tables, doing check ups and taking additional/drink orders or sending staff over to take them. Though I think when short staffed the staff should focus on order delivery and drink making even if it means you have to slow down taking orders to make the flow manageable, water jugs could be provided to tables if this is predicted. then he can instruct the staff to put orders through the system, make and deliver orders and if he’s taken personally can point out the destination of the order accurately and easily. If you’ve assigned table numbers this shouldn’t be necessary as staff should be able to handle writing correct numbers and delivering to correct tables. in this scenario manager acts as conductor taking the brunt of organisational work and ensuring the staff can focus on the ‘busy’ work and work smoothly without additional stressors. In this setup Manager knows everything taking place and is solely responsible for any failure in organisation and cannot be let down by staff or put the blame on his staff as he is in control not them. If he is indeed a good manager, this should be easy and ensure a good and reliable experience for large party’s who should be the most valued customers of the day as they will be paying a large proportion of that nights takings. Details of the night: Members of our party got the wrong dishes forced upon them by rude stressed out staff who were so unorganised they couldn’t figure out who ordered what, some didn’t even get to eat. Management need to step up and take the lead by playing a key role in organising in such difficult situations when it’s clear their staff is overwhelmed, so staff can focus on the busy work, management should not be polishing glasses behind the bar that’s what staff are for. Management need to recognise and let staff have a breather when they are clearly struggling to perform effectively any longer, again getting on the floor and taking over would save letting your staff get to breaking point and worsening the quality of service. Food was cold for some and the kitchen could not get them out quick enough and made many mistakes. People ate at vastly different times on the same table. We suspect other customers at the restaurant not only had their food offered to and forced upon members of our party but had their drink orders mistakenly added to our bill as drinks had to be ordered at the bar as there was no table service happening for obvious reasons such as understaffing when they were aware of a large party or two coming in!, the bar did not ask for payment when ordering or for table numbers as there were no table numbers visible on tables, I assume they guessed who was in our party, and due to this there was no way of knowing who ordered what and the party hosts were left with an extortionate unpaid bill to settle with no way of knowing who ordered items, wether the items were strangers or mistakes. Management made investigating this difficult and provided very little compromise or apology after lengthy argument. Better organisation and table service could have prevented this. Many items were broken frequently and not properly cleaned up, management saw me pick up a very large chunk of glass and place it on the bar and just looked at it and walked off. Personally I don’t think the restaurant knows how to handle very large group events, they dont seem to know the difference in requirements between sitting down small tables at intervals and a restaurant wide party sitting down all at once. They can’t handle preorders and should stick to assigning table numbers and waiting on tables for main orders and drinks with assigned waitresses as any normal restaurant does. management needed to call in more staff for faster smoother flow and also need to recognise the capacity of their kitchen equipment and refuse parties if they don’t think they can get all the tables food cooked in time for the end of the booking. Or they need to reduce the available menu for certain size bookings, perhaps to platters only to help the kitchen cook large batches easily. It’s just not possible to sit such a large group at once and serve them all at the same time if your kitchen doesn’t have that many ovens let alone the staff to do so. Recognise if your not capable of giving the customer a good time with what you can offer and refuse them, or else make necessary changes, I can’t possibly see how the front half of the restaurant could have be functioning for the public when all the staff and oven space was needed for this party. Anything that was cooked for the public up front would have contributed to the wait times for individuals in our party who all sat at the same time but ate at different times as a result. Their expectation to be able to keep the front half of the restaurant open and even book a second party or two along side, when clearly this party was expecting nearly the entire restaurant to be available for them which the restaurant originally agreed to, before making changes without communicating last minute, shows a lack of understanding their own premises capacity and limits for good service. Perhaps They should have called in staff to work the front or the back specifically. Personally I think they should have told customers they were all booked up or doing drinks only untill the kitchen was finished with the large order. Also of course no other party events at the same time. If not for the quality of service sake then for the noise levels possible, I doubt customers enjoy multiple happy birthday songs and speeches and decorations ect clashing. (So I can easily imagine a 5 year olds birthday party alongside a hen do with decorative penises ect… will happen if they take such risks agreeing to everything and everyone when they clearly can’t deliver ) It’s not right.

Louise B . 2024-10-15