Originally Posted by Peyton's Princess
I'd take it off as manager if they had a good reason to complain. If the service was truly bad and the server was at fault, the auto grat is off.
However, our menus CLEARLY stated that parties of 8 or more would receive an 18% gratuity and we stuck to that and I'd stick up for my employees 10 times out of 10.
You don't go to work, have your section hoarded by a group for 3 hours, and not get tipped. That's not right when you make $2.13 an hour.
And you know what...and my managers used to use me as an example when servers would complain about their auto grat being removed...I was the go to guy for big groups (I loved working them, I was good at them) and I never once had any person (no matter what race, religion, social standing) ask for a manager to remove the auto-gratuity. They would ask ALL OF THE TIME about what it was and I'd say "oh that's the gratuity that is added for groups of 8 or more" and you could tell some of them were annoyed but no one ever complained because people aren't liars...
they weren't going to throw me under the bus after they just received IMPECCABLE service because I know who the bad tippers are and who the complainers are so that's when I give them the best service they could ever get because that's THE ONLY WAY to keep them quiet...
and they'd test me in any way you'd ever know how...they'd get their meals and "not like it", so I'd get them something else and they "wouldn't like it" and I'd never budge, just non-stop apologies and kindness until they finally gave up because they knew I wouldn't break.
It was the easiest job in the world. I just don't let those kinds of people get to me, ever. When people gave me a hard time I'd use the "at least I'm me and they are them" logic 10 times out of 10. I'd rather be their bitch for 1 hour then have to go home to whatever it is they went home to that made them so miserable.
I understand what you are saying though. But if policy is to add gratuity for 8 ppl or more. You can't pick and choose which groups to add grat to. That makes you look bad too, because say a party came in one time and didn't get grat'd and then they came back and did with the same number of people, they are gonna be like wtf?