MSS poor customer service?

As I am slightly biased, I would like your opinions on what I believe to be an example of very poor customer service at Main Street Station's 777 Brewpub.

A group off 11 of my family and friends are currently staying at MSS for 7 nights. I was not able to go along this trip. 11 people, 6 rooms, for 7 nights. Nine of them met in the brewpub for drinks this afternoon, wanting to take turns paying by the round. They were told by the waitress (and manager) they could not pay for each round, but had to run a tab and pay (with 17% gratuity) when they decided to leave.

After being told they couldn't pay by the round, they left. They will never go to 777 again, and it is unlikely they will ever stay at MSS.

I know this group very well. They like to gamble alot, have several drinks, are great tippers (more than 17%), and none of them would ever cause trouble. I also understand the 777 has a policy for groups over a certain number. And yes, they could have split the tab at the end, but simply wanted to pay by the round.

Am I wrong, or did management make a poor decision? Like I said, I am biased, but it seems like such a bad decision. MSS lost a bunch of future business over something so simple.

Please comment. Tell me if I am wrong.

I would've allowed it, but it's not my place. I don't why they couldn't do that, but asking a manager @ it might have produced an answer that wouldn't have ruffled your friends' feathers.

From an extra waitress stand point large parties are a pain in the #$% to wait on and most leave little to no tips and that is why places tack on the %. On the other hand if they did offer to pay by the round--that makes it soooo easy is shouldn't have been a problem.

I agree it was very bad customer service. A few trips back we went to eat a Magnolia's at the 4Q's. The line was really long and we got to chatting with the people around us--long story short the hostess keep asking if there was a party of 6-8 as they had a table for that many, but not for 2 people--we all agreed to sit together to speed things along--they wouldn't do that unless it was one check with a 15 % tip added. Needless to say alot of people got out of line.

Businesses are complaining about lack of business and then forget they offer no customer service--Go figure?

It seems like much ado about nothing.
I would've lied to get what i wanted- say one round and we're leaving.
oops, another round please
rinse.
lather.
repeat.

If I were the manager watching 11 customers get up and leave because of "company policy" or whatever, I would have been ashamed. The problem is he or she probably held his head high with indifference not realizing that several hundred dollars of revenue just walked out of the bar at that moment (plus probably thousands of dollars of revenue over a lifetime of those gamblers). It is amazing that businesses are still so short-sighted and do not look at the big picture and thus always struggling to survive.

Most of the time these policies are put into effect at the behest of a few lazy employees that don't know how to work a group - and therefore complain because they received a lousy tip. Giving great customer service warrants good tips and will insure future business. If the business would hire good help and pay more than minimum wage the hired help would take care of their job (and in the process the business) by doing the job right. Paying employees well ensures good service - and the employees know that if they don't do the job well they will be looking for another job. It is not rocket science, but I do believe that few businesses understand this concept.

I've been to three LV meets there and we always had 10 to 15 people, but never had a problem with individual checks. Certainly reflects poor judgement on the part of the manager.

Thank you for your responses! And I'm glad to know that I am not completely out of line. I have never worked in food/beverage, but have 12 years of casino experience and don't understand why MSS employees would turn business away. Especially with the current economy and slower business than normal.

I forgot to add that the night before this happened, my friends all met at the same place (Triple Seven) and were allowed to buy drinks by the round. But they had a different server. I recommended talking to the food/beverage manager, not to get anyone in trouble, but to explain what happened and hopefully give managers more discretion in handling these situations. However, the group isn't like that. They just want to enjoy their trip and have fun.

I talked to a couple of my friends tonight. Asked if they were going to 777 and they laughed. They found other (more accomodating) bars to visit. They will still stay in their MSS rooms, but eat, drink, and gamble elsewhere.

I'd write a nice complaint letter to those in charge at MSS. I'd make sure it goes directly to the food and beverage management as well. Let them know that they lost not only patrons for their dining, but gambling patrons as well.

I 2nd the letter (no phone call or e-mail). This thread got me thinking though. Big fan of 777 and have been there a lot of times. Unlike other such places I can not remember ever seeing anyone who appeared to be in charge.