I read an article that claimed the majority of people make their decision to return to a restaurant based upon service, rather than food. As with all generalizations, one can always think of exceptions – I’ve returned to restaurants where the service has been pretty flaky; indeed, sometimes slightly inept service can even be charming. In the United States, of course, there is a tacit understanding: good service is rewarded with a good tip. Actually, having worked in the restaurant industry myself, my rule is slightly different. Always tip well, and when the service is good, tip exceptionally well.

In the UK, things are a little different. The majority of restaurants automatically tack a “discretionary service charge” onto your bill. While some restaurants in fact give this money to their servers, many do not. Instead, the house pockets the entire service charge, so it functions essentially as a 12.5% surcharge on your meal. The thing that I’ve learned to do is ask, when I get the bill, whether the servers get the service charge. If they do not, I ask for the service charge to be removed, so I can leave a cash tip. The resistance one encounters to this seemingly simple request is remarkable. On one memorable occasion, the frightened server refused to take off the service charge, on the grounds that the restaurant management would “find out” and she’d get in trouble. On another occasion, a server pointed out that the word “discretionary” did not precede “service charge” on the bill. In other words, the restaurant pocketed the service charge, and there was not a goddamn thing she, or we, could do about it.

Which brings me to Haz Restaurant St. Paul’s, in the City of London Continue reading →