"We Have Our Employees' Backs"- Latest RI Restaurant Group Takes on Criticism, Mask-Wearing

"We Have Our Employees' Backs"- Latest RI Restaurant Group Takes on Criticism, Mask-Wearing

One of Rhode Island's top restaurant groups has issued a message to patrons, letting them know that they "have their employees backs" during coronavirus restrictions. 

Paul O'Reilly of the Newport Restaurant Group issued the letter, saying they have while they have the "utmost respect" for guests, that they have been facing an "uptick" of criticism from patrons. 

Moreover, he told guests that while masks are not required at tables -- the restaurant group does require them when walking throughout their restaurants.

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O'Reilly's remarks are just the latest by owners addressing issues with customers, from a Rhode Island ice cream shop threatening to close after "disrespectful and abusive behavior" from patrons, and another Newport restaurant calling out a guest for making reservations and not showing up -- and banning him. 

Newport Restaurant Group member Kelly Adams -- who in May urged diners to be "kind, patient, and understanding" when restaurants reopen, shared O'Reilly's note. 

Newport Restaurant Group's Message

To our dear guests,

We hope you have been enjoying your summer thus far and if you’ve had the opportunity to dine with us recently, again our thank you for your support. The local restaurant community has progressed through various phases of reopening and attempted to do so with the utmost care and respect for our guests and employees alike. At NRG, we’ve pivoted quickly to expand our takeout offerings and pilot a delivery service at some of our restaurants. Our goal is to give you an exemplary Newport Restaurant Group experience, wherever you choose to enjoy it.

As we all know, the in-restaurant dining experience has changed dramatically. We’ve moved from outdoor dining only, to indoor dining with limited capacities. We have seen an appetite by many to enjoy a meal out, and for that we are very grateful. While we realize that adjusting to new restrictions is not ideal, and for the most part our patrons have been hugely understanding, there has been an uptick of criticism, especially on limiting special requests for reservations and table seating. 

With far fewer tables available and minimal bar seating, we emphasize consideration and planning ahead, especially as it is the summer and the demand for outdoor seating will be significant daily. Please note that walk-in dining will be first come, first serve, with no preferential seating regardless of individual status.

We are following all Department of Health guidelines, including mask wearing for employees, but also for guests. When seated at your table, masks are not mandatory, but when maneuvering through the restaurant, it is required that you wear them. We find this to be the appropriate thing to do, not only for yourselves but for everyone in the restaurant. 

As a 100% employee-owned company, we pride ourselves on providing the best service and the utmost respect to our guests. If a guest has a concern, we address it quickly and professionally. Being employee-owned also means having the backs of all our employees. We respect them as we respect you, and will support them when treated inappropriately by anyone choosing to become demeaning or belligerent. If you encounter a level of hospitality that you feel is unacceptable, please immediately request a manager to assist you with your concerns. 

These incidents are by no means the norm, but we wanted to again ask for your patience and understanding as we all navigate through these unprecedented times.

Sincerely,

Paul O'Reilly

CEO, Newport Restaurant Group