Is it just me or does Chili's seem to have a strange system for seating their customers.
Every time I have been there I am given one of those pagers and told it will be XX amount of time before I can be seated. When that happens I ask to sit at the Bar and go on in. When I get inside I have seen anywhere from 5 to 8 empty tables ready for customers but there will be only 1 or 2 groups clinging to their pagers looking hungry waiting to be seated. Why can't these folks be seated? Maybe I am just old fashioned but that seems like pretty UNSAT customer service.

It probably has to do with lack of servers. Or if servers have more than 2 tables they're in the weeds /boggle. I've seen the hostess ask servers if they would take tables and the servers say no. So I'm guessing that is why.

My new favorite gripe with them is twice now I've had to wait for a table for 6 because there are 2 people sitting in each of the really big booths. What's with that? You have 50 small tables, 3 large tables and sit a two-top in the big ones??

Servers can only maintain a certain number of tables. You see that with a lot of restaurants, empty tables. Don't get me wrong, they know Chilis is bangin on the Weekends and paydays, and still seem to be running the same amount of tables/servers, lol.

So it's like I've said before, don't bother with the dinning room, just sit at the bar. And if you can't do that, TGIF out in town has great service.

Such a shame there is so many complaints about Chilis... bar right next to ships and homes... Hello, keep everyone happy because they'll come just out of convenience alone.

Elizabeth- I couldn't agree more. Keep people on base happy and they won't feel the need to spend those hard earned dollars off base.
It just seems that some places on base feel they have a "captive audience" and don't need to use good customer service skills.

Only gripe I've ever had about Chilis is calling for takeout. I've been in there before and watched the phone just ring off the hook with people nearby and they rarely picked up the phone. The last time I called they picked right up, so hopefully they are getting better.

-bg

I thought of creating a fun thread entitled "THINGS IN THIS WORLD BETTER THAN OUR CHILI'S RESTAURANT" and starting off with "Malaria" or "Being stationed at any forward operating base in Afghanistan" or "Ebola virus" or something else mean. Then I stumbled upon this thread. Yay!

I went by yesterday at 1:30 and figured I'd eat there. I haven't been in four or five months (I haven't been back since the take-out I got was so awful...and it was the second time in a row the food was pure overcooked crunchy crud). Anyway, waitress said it'd be a 20 minute wait. I counted about 15 people in the dinner part. I said "forget that!" and drove over to that FUN HAPPY sushi-go-round place opposite where Red Lobster used to be. I love that place! And every few plates you dump in the trash thingy and you can win a fun prize!

I was in the area today at 2:00pm and thought I'd try again. This time I was told it was a 20-30 minute wait. I actually counted this time. 18 people in the restaurant section. 18 customers. We headed to the bar, but that was all full. So we left, and I can safely say the following:

avoid Chili's like the plague. Unless you are the first in line and there aren't more than 10 people eating at this establishment.

Pretend Yokosuka is London, circa 1665.

Now pretend Chili's is "Ye Olde Rat Petting Zoo." RUN, don't WALK away from this place.

I recommend you head outta base and go to the fun and yummy sushi-go-round. Something, anything is better than that restaurant. And if you are lucky enough to go and they (Chili's) are fortunate enough to keep enough wait staff on hand to handle more than 5 tables, count your lucky stars, and enjoy your meal!

Note: I don't blame the wait staff. It's not their fault no one wants to work there/management is constantly understaffed. All I'm saying is that place sucks. Big time.

PS Getting a shave and a haircut by Sweeney Todd is better than Yokosuka's Chili's.

Posted By Lego John on 16 Apr 2010 09:05 PM

Now pretend Chili's is "Ye Olde Rat Petting Zoo... Getting a shave and a haircut by Sweeney Todd is better than Yokosuka's Chili's.

haha, now that's funny! Why don't you tell us what you REALLY feel!?

I know, I hope everyone knows I'm not annoyed at the waiters/waitresses. I think they're okay. There's just not nearly enough of 'em.

Bye bye!

PS Totally unrelated note, but I'm too sleepy to look up the baseball thread: I was gonna go to the 1800 Yokohama Baystars tonight, but the crummy weather made me feel otherwise. And it's supposed to be crummy weather tomorrow Boooooo winter in April!

Is there anything on-base worth staying on base for? Seems like the worst part of living in Yokosuka is the base itself.

Matter of fact, I just got an idea for a new thread =D

I still cannot believe how stupid the management of Chillis is. EVERYTIME I have gone there, they expect you to wait 20-30 minutes and when you finally get into the restaurant there are plenty of empty tables. Geesh!

Posted By KeithJ on 18 Apr 2010 04:18 PM
Is there anything on-base worth staying on base for? Seems like the worst part of living in Yokosuka is the base itself.

Now that's good! I'm eagerly awaiting your thread on this premise.

Chili's customer service and wait times are terrible in Yokosuka

What really irritates me is when the place is about empty and they ask you to wait while they get your table ready. Seriously? You're going to make me wait 10 minutes while put menus on the freaking table?? I'd rather just sit down and wait for them.

Posted By KeithJ on 18 Apr 2010 04:18 PM
Is there anything on-base worth staying on base for? Seems like the worst part of living in Yokosuka is the base itself.

You & I have agreed and disagreed at times on this site, but d#$n you just hit the jackpot!!!

I eat on base during working hours (SOMETIMES), but other than that...try finding me on here. There is such a better world outside those gates for good citizens/ambassadors whatever the Navy tells you that you are in this country.

Oh! And the food is better too!

Thumbs up on that Wilson. Or Japan style, Sanju-Maru!

Ok, I've never been to the Yokosuka Chili's but i"ve been to the one in Sasebo twice. My experience is totally contrary to what I'm seeing here. In sasebo, the staff is courteous & attentive. The food has been great. We're seated promptly, and no attitude. So what gives? Bad management in Yokosuka? any thoughts?

@ThaiGuy, Yokosuka Chili's is supposedly (according to the CO in his opening remarks) the largest Chili's in the world (by dining space).  I think they have hired enough staff to serve 1/4 of that space and as such will tell you there is a 20-30 minute wait when you can clearly see ten-fifteen tables available.  Then when you do get seated it is luck of the draw.  They have some really good waitresses and they have some horrible (worst in the world) waitresses (just like every spot on earth, right).  I have never had them be rude to me..I have never seen them be rude even when confronted about all the empty tables and still having to wait.  Having been in restaurant management before I understand their problems, but they should post a sign explaining it.  And vice-versa customers should learn to think for themselves.

Is this a management problem or purely a lack of interested candidates for employment?  Who knows, but I see they have "Now Hiring" signs all over the place so I am shooting for the latter.

Yeah I dont see why they took that whole large area that used to be Seaside Club and made it all Chili's but once about 15 tables fill up they claim they are full and you need to wait for a table. Guess they aren't willing to actually pay a wage that would make someone want to work there, even the high school kids laugh at what they are offering. (Someone said once before I think that the Japanese workers there are required by law to make a certain amount, which is actually MORE than the minimum which they pay everyone else?)

I think at Chili's they get paid in yen...? So that'd be a good place to work if people think about it, hourly wise anyway. I wouldn't mind bartendeing there --but I've seen them work and they work hard because the bar is ALWAYS busy. As it should be, best spot in that whole friggen' restaurant.

I also don't understand why they close at nine still (when they don't in the States)??? They have a full bar, near homes and ships. Sailors and couples would love to stop in and have a couple drinks without having to leave base (The E-club is too far away). They'd subsequently order food, too... surely they'd get the business...

I don't know how many times they've lost our business because we wanted to go but it was already after 8...

I heard from one of the Chili's waitresses in Sasebo that the Yokoska one is also one of the most profitable in Asia. If so then you might simply have a case where nobody is looking too closely at the gift horse.

It's the most profitable because they raise the prices so much, it's crazy.

Hi Everyone,


I understand everyone's frustration with the wait times at Chilis. The only reason that this commonly happens is because we are extremely short staffed and usually over-worked. The thing that people don't really understand is what happens "behind the scenes" at Chilis. For example, for those who have never worked in a a Food and Bevarage establishment, there's a certain workload and balance of multi-tasking that happens during a regular shift. At chilis, we are required to make the soups ourselves, as well as the Chips and Salsa and Spinach Dip. So if a party of 5 orders a bunch of ice teas or sodas, as well as soups/salads, or anything dealing with chips, the server has to go to the kitchen and make everything themselves.

While they're making these items in the kitchen, the servers usually get "double/triple sat" meaning before the original party of 5 even gets their drinks, another group of people are seated in their section. To top it off, there are a lot of responsibilities the servers have that have nothing to do with guests. For example, if anything runs out in the kitchen, the server is responsible for looking for the items in the walk in freezers or storages and re-heat or re-stock items. Also, we get in trouble if we dont "run" other servers' food orders. To top that off, the management, although helpful at times, don't realize that this is too much extra work assigned to us when our main focus should be the customer. It's very stressful when customer's dont understand that although they are important, they aren't the only customers in the restaurant. I'm not making any excuses for Chilis or anyone else.

 

As for closing time, I remember hearing that the reason was because of Japanese Law.. something about the staff not being allowed to work past 10pm. And if they do, they are required to get paid time and a half (which is something the owner doesn't want to do) Although Chilis is on a US Naval Base, it's a franchise owned by (I believe) Taiwanese businessmen who also own Sasebo's Chilis, as well as Chilis in China and Korea. So I think even if you complain to the corporate U.S. Chilis, nothing would happen, cuz you would have to contact the real owners of this Chilis. In fact a lot of the policies in this Chilis is completely different from any US restaurant I've worked in.

*KaWaii*,

Thanks for the detailed explanation.

I would say if business is going that well, hire more staff. Get more supervisors. Have supervisors help run the food, help with drinks when things get busy. No body should be standing still. There also doesn't need to be 4 people managing the front desk. Get those people helping someone that needs the help. Whenever I go, I see someone slacking or not giving a s**t.

I just went to the yokosuka officers club tonight with my wife. Now I was shocked. First they were not busy at all. 3 customers in the entire restaurant. They had 5-6 servers standing around not having any tables but still the servers were extremely helpful. Great great great service! They all had come to our table at least once asking if everything was good, and re filling our drinks.

I love having good customer service. I know its hard to come by on base, but when you see it, it usually comes as a shock. This happened tonight, so I was very pleased.

Chili's is hit or miss. There are times its been decent but its very rare.

*KaWaii*:  Great post.  Thank you for sharing.  I give servers a lot of credit.....it can't be easy working in an environment like that.  If it really as bad as you say it is....then it all boils down to poor management.  If servers are overwhelmed and quitting right and left, then maybe management needs to up the pay to provide more incentive for people to work there.  I sometimes wonder if people tip less there because there's no tipping off base and people get "cheap" about having to tip again when they're on base. 

I personally have not eaten at the Chili's on base....I keep hearing about the terrible service and food, so I haven't even bothered to go there.  A place like that would go out of business in the states.....the only thing that it has going for it here is the limited number of establishments people can eat at on base.  Maybe management knows that, and could care less about the service problems because people will still keep coming because there aren't that many other options for people that won't venture out in town. 

Yoko-Girl: No problem.

Adam: I couldn't agree with you more.

So for anyone who still eats at Chili's despite the not-so-perfect service, please try your best not to take it out on the staff. I understand that some servers are just plain incompetent or rude, but for the most part, I can see that everyone tries their best.
To me, customers should always come first, but here, I feel like all that matters to the company is how much money we can make for the business.

Greed greed greed.......25 cents for a lemon wedge?! Really?! The owner should be ashamed! Did that really happen?! The owner is not going to be too pleased when Chili's contract runs out and the base decides not to renew it. I would like it to be turned back into the Seaside Club restaurant. I always heard good things about that place.....

As a former and future service worker I am pretty angry at your "tip share". Are you sure that's not illegal/right... or are they collecting taxes? They should in no way be collecting a share of your tips unless it is because of taxes. It's one thing if you're sharing with the Bus Boy, but you should not be spitting it back into managements hands. I really would raise hell about that... all tips should be going to you unless it's tax or sharing with other coworkers.

And this company won't open after 9 PM and the dysfunctional stuff it pulls because of overtime and they want to charge per lemon slice, etc etc ... why does the base allow this crap, seriously? This restaurant's operation on base is really starting to be unethical... 'specially when spouses can't even make minimum wage. C'mon.

*KaWaii*, Thank you for the informative feedback you have given here. I must say that I am shocked at how things are allowed to be handled at Chili's! I agree with Elizabeth that the tip share thing doens't sound right and I wonder if you had to sign a contract? Have any of these complaints been handed to the base leadership? Would that help?

That being said, I must be one of the lucky ones. We have only eaten at Chili's three times, all when stuck in the Lodge. All times we were seated in less than five minutes, had good service and the food was good. (Unlike every experience we have had at the O'CLub, sorry Adam, thiunk you were lucky!) My only complaint was the pricing. It seemed ridiculously high! And since it is the closest restaurant for families stuck in the Lodge, that is a shame.

Now I simply have to decide if it is worth suporting a seemingly corrupt and unfair company or not. Ultimately it appears that the employees are the ones to suffer.

With the 25cent lemon wedges, i think it only happened for 2 or 3 weeks, then one of the managers fought with the rest of the managers and owner to remove that policy because it's ridiculous and we'll lose more customers. It's bad enough the prices in the menu went up, but now we charge for anything. You want extra ranch or any other dressing? That's 50cents, you want 3 strips of bacon? I believe that's around $2. Also, there are no free refills for any lemonades or juices, even if it was for a kid's meal! Just sodas, teas, and water have free refills. I'm not sure why the owners are hiking up all the prices, it's not like Chilis on base runs out of customers. Sure ships get deployed, but the families are still here regardless if they love the service or not. None of the way things are run here make sense to me.

So many of the staff are extra hard workers, who sometimes even work 7 days a week! or at least have 4 double shifts a week with one day off. The management, once you get to know the person underneath the title, are really funny and interesting people. I've seen them swamped with so much work, they look like they're gonna have a nervous breakdown! I feel bad because I know they're also overworked and underpaid. I think that because the owners are so hard on them, they end up taking it out on the staff, who then take out their frustration on guests, who then complain to the owners, who then get back at the mangers. It's a vicious cycle.

They need to hire a magician to do magic for people while they wait! Oh, I already approached them and they said, "Why should we hire entertainers when we don't have any problem filling the place up?" Go figure ...

Too bad they just can't turn Chili's into an IHOP. 

mmm or Bob Evans.

Dear Kawaii - Thank you for your most informative and detailed response. It sounds like you are stuck in a situation out of your control because Chili's is run by a contractor, not MWR or NEX. However, I am certain that somebody on the base, maybe MWR has oversight of the operation and it can't be run helter-skelter. I ate there one time and one time only and received a plate of onions and peppers with very little chicken for about $10. That was my last visit, sorry. I'll eat at home. My offer to provide magic for waiting customers remains, but knowing how stingy they are with hiring entertainers in family restaurants, I doubt I will ever be hired. I used to do magic at people's tables when it was Seaside, but those days are long gone. It's a real shame that MWR had to close one of the nicest All Hands Clubs we had on the base.

I'm sorry, but that "tip share" being handed out in envelopes as straight cash with no record is sketch to the max. It should be accountable on your paychecks, a log somewhere, and included in your paychecks.

And if the employees ask for a log of some type to keep record of this they should be provided one. You guys pay American taxes from your paychecks, right? Then ALL your tips are meant to be reported at the end of the year when you turn in your taxes. So this doesn't make sense to me...

@ Mike & Elizabeth: Nope I haven't seen ONE staff member feel proud of how much tips they made or how much money was in their paycheck. Oh, and Mike, I can't believe someone responded to you that way. Was it a manager? That's just wrong. They need to do something, because for the past 7 or 8 days, the sound system has been broken and it's dead quiet in the restaurant now. The managers wont even turn up the TVs at the bar to compensate for the silence. It's ridiculous.  And you're right, I noticed the portions are getting smaller now to try and cut costs. Even some of the products have changed in the kitchen for cheaper versions of the same thing.

  Oh, and on another note, do you guys even realize how fatty the food is? I saw a calorie count list for Chilis and I was surprised at how fatty everything is! Like the Quesadilla Explosion is about 1800 calories alone!!! It's ridiculous!

Yes, it was one of the managers who told me that, so I just gave up offering the type of entertainment that Chili's would offer at a stateside franchise. It's a shame that people here accept that and don't complain.

Mmmm iHop.... oo oo or a Bennigans! Or... or.... how about Olive Garden!?!?

I'm ok w/ Olive Garden......soup, salad, and bread sticks, oh my! 

What's to say that if they put any other type of franchise there, that they won't have the same problems?

Benegans went out of business in 2008, bummer. http://www.thedenverchannel.com/mon...etail.html

I gotta agree with Keith. Best thing to do is put back in a base run/MWR club. That way there isn't politics/differing laws/3rd party rules conflicting. The base can always step in to make things right (if they care to, that is).

Hey, maybe we could have a place on this side of the base that serves drinks after 9 PM. >:|

I ate at Chili's today with some friends for lunch.

Getting a table was fine. Parking was ridiculous out front. There were no spots anywhere.

There were 4 of us. Our waitress was very polite, and took our orders, and brought drinks pretty quickly.

Food took forever to come though.

Its a good thing I ordered chips and salsa. We went through 2 baskets of chips, before our orders even arrived.

My recommendation for Chili's management/leadership.

1) I know this is waiters/waitresses responsibility, but try providing NAPKINS at the beginning of the meal.
If you arent going to bring about 10-15 napkins (especially with a large group of 4), then have one of the containers on the table, so people can grab them on there own. I can see, how you dont want them being abused, so the best advice is to teach the servers, to bring a handful at the beginning of the order, or when they bring the drinks.

I SHOULD NOT HAVE TO ASK FOR MORE NAPKINS. It should be something obvious, and things that servers should pay attention to.

When you first sit down, they give you the rolled up silverware with 1 napkin. It doesnt last long.

2) I dont know if you do group training, with the servers, but that maybe something to start doing.
Get everyone skilled at what are the lessons learned, customer requests, and things to make the restaurant service A Class service. DONT ASSUME all servers know what they are doing. Yes its easy to take an order, and bring out drinks and food, but that isnt what makes a restaurant stand out. Its when servers do things, and say things at the right time. If you see glasses getting empty, go and fill them up. If you see they are running short on chips, dont even ask them for more. Just bring them another, and pick up the old one. Simple things like that, will make people think, WOW, are server is really on point here.

You have to get everyone trained and aware of these type of service related skills.

I also recommend comment cards on the table.  Leave little pencils on the table for people to fill in and leave with the front counter as they walk out.

Managers SHOULD WANT TO KNOW what customers think.  GOOD AND BAD.

If you have a problem server, wouldnt you want to know they are making mistakes?  That way, you can try and correct the problem ASAP.

One thing I have learned.  You make 1 person angry, that person will tell atleast 10 people what a terrible time they had at your restaurant.  Just trying to help..  Good luck. 

There's one manager that works at Chili's that I do recommend. If she's serving, ask for Tasha. She's trying to make things better, and the more we support her, I'm sure that things will change more in our favor, along with working in her favor as well.

If they can remember to keep the beer full, the food can wait lol. I'll wait longer if I have ice cold beer at the ready...cant say the same for the wife unit.

I'm not a big fan of Chilis, or any other large American franchise restuarant, so it's a sure bet I won't be eating at Chilis if I make it back down to Yokosuka. Especially with all the great curry place there. But, I would not think to leave a tip if I did eat there. How do people know that a tip is expected? Do the customers tip at a similar rate as they do in the States? It's been almost two years since I've had a meal at the Camp Zama club, and I live on post, but I would never of thought to leave a tip. I can't imagine a restaurant in Japan relying on tips to compensate their employees.

Zama, the employees seemed to be paid the same way they would in the States --which is, lower rate because employers are expecting tips to compensate for a fuller wage.

I've always thought the rule of thumb is that if you're on an American base, 'specially in an American franchise, things run the same way as they do back in the States. Prices are in dollars, American restaurant, American employees (besides local hires)... why not tip?

Now when you go out the gate and to TGIF in town --it's an American chain, but prices are in yen, Japanese employees, etc etc... no tipping!

Thanks. I will make sure to tip if I ever eat at any American restuarant on post/base.

Adam-San - I read your blog with much interest. Although I don't go there because of what I've mentioned in prior blogs (I don't want to pay $10 for a plate of onions and peppers with little strips of chicken - sorry), I have considerable experience working in similar restaurants all over the world (Italy, U.S., here in Japan, the Philippines) and I can tell you that as an entertainer (magician) all the things you mentioned about customer service are right on the money. When I work in the restaurants I get to see how the wait staff operates and form my own opinions as a professional. The problem is, in my opinion, that PEOPLE ARE STILL GOING THERE in droves and the place is packed as previously mentioned. So, why do you think they would change anything when they already knew that they took over from the Seaside, which they must assume closed because of lack of business. I know that you are one of the few people on this base who TRULY want to improve things, but you are trying to fight City Hall. Maybe the new CO will read this and put a foot up somebody's you-know-what and then MAYBE, just MAYBE, you'll see an improvement. That's the way it works on military bases.