Looking for a restaurant in Stellenbosch, I turned to TripAdvisor for guidance and stumbled upon The Stellenbosch Kitchen. To make an informed decision, I decided to filter the reviews by 'most recent.' Over the past two months, nearly all the reviews were overwhelmingly positive, which...made it seem like a promising choice. However, my experience didn't quite live up to the high praise.
Upon entering the restaurant, I couldn't help but notice that approximately 90% of the tables inside were marked as reserved, with no one sitting at these tables. This struck me as somewhat unusual. I even inquired with the host who led me to my table about the reservation situation, and he assured me that these guests would be arriving shortly. This occurred at around 19:00. In this section of the restaurant, it had about 8 tables, with a capacity of up to 40 people. On exiting the restaurant just before 22:00 – none of these tables were occupied. As if a tour group that had booked the venue never arrived…
Before our waiter took our order, he politely informed us that they needed our starter, main, and dessert orders all at once to streamline the kitchen's workflow. Firstly, this posed a challenge for our group, as a few guests had just joined us and hadn't had a chance to review the menu thoroughly and secondly, I find it very unusual to have to supply all 3 courses, assuming we would be having a starter, main & dessert... To add to this, the waiter discreetly mentioned to me that the kitchen would be closing in half an hour, which was at 19:40. It's important to note that I don't fault the waiter for following the restaurant's protocol; the issue lies more with the management's approach to training their staff.
My concerns about the management were later reinforced when a fellow diner at our table expressed dissatisfaction with their steak preparation. They sent the dish back through the waiter, expecting the situation to be addressed professionally. However, the response from the management was far from ideal, as they seemed to suggest that the guest's concern could be related to their vision and blamed it on the outdoor lighting. In such situations, it is customary for management to express apologies for any inconvenience caused and work towards finding a suitable solution to meet the customer's expectations.
While the food otherwise, except for the steak, was reasonable, the service experience left much to be desired. In the restaurant industry, the quality of the meal can sometimes be affected by various factors, but service is an area where skill and training play a crucial role. It should be ingrained from the top-down, starting with effective management. Unfortunately, it was evident that this essential aspect was lacking during my visit, prompting me to provide this feedback. I view this critique as an opportunity for improvement and hope that the General Manager of this establishment takes it constructively (for reference - Dinner on Thursday 2nd November – table reserved for 19:00). My intention is to offer feedback that helps elevate the dining experience, and I genuinely look forward to visiting your restaurant again in the future, hoping for a more pleasant experience.More