Waiters are not managers

While I cannot fault the business itself or our waiter (James) I do need to highlight a specific person within the restaurant.

I feel that management and owners should really get a grip on the waiting staff as they are the face of the business after all.

The waitress in question is Sibongile, who was the 1st point of contact and yet was the most unfriendly and unhelpful person I've ever come across in a business where customers are an invaluable resource, especially considering the current economic status not just in South Africa, but across the world.

When we entered the restaurant, Sibongile didn't even feel the need to greet us, just rudely said we should sit wherever we want. No menus were issued. The lady who was in the section with the couches was much more friendly and took our drinks orders and provided menus. After ordering drinks, James then made it known that he'd be our server and honestly had it not been for James and his friendliness and assertiveness, I would probably not even consider going back to Mugg and Bean.

What the waiting staff does not realize is that customers can hear them, yet the most unfriendly and unhelpful person, namely Sibongile felt the need to rudely raise her voice at our waiter James, for not bringing the bill, yet when the bill was requested, we had seen James was running coffee to a different table. Unlike Sibongile, who acted like a manger, James was acknowledged us every step of the way, whereas Sibongile treated us like utter dirt. If that is the kind of staff Mugg and Bean employs across their stores then it's safe to say that more and more people would rather opt to have a coffee and breakfast elsewhere.

Managers and owners should really consider keeping waiting in the designated roles, which is being the face and brand ambassadors of the company. If Sibongile is the kind of brand ambassador that Mugg and Bean employs, then I'm sorry, but the brand was, and would be tarnished.

A big thank you for James, for his assertiveness and largely the only reason why the stay was okay. Major step back is Sibongile that almost made the entire stay at Mugg and Bean a very unpleasant experience.