Each week, our restaurant teams are invited to share stories about their colleagues going above and beyond for their guests. The Morton’s Guest Relations team at the Restaurant Support Center in Chicago, IL receives their submissions and is continuously impressed with the level of hospitality demonstrated at our locations around the world. We wanted to share just a few of these exceptional stories…from giving the shirt off one’s back (literally!) to pulling an all-nighter to return a guest’s lost item.
White Plains
A famous baseball player was dining with us, and there was little boy who desperately wanted his autograph. At the time the boy was here, it was an inappropriate time to ask, because the ball player was enjoying a meal with his family. Later that evening, our General Manager (GM) asked him to sign a baseball. Then our GM delivered it to the boy’s home. He always goes that extra mile to WOW our guests.
Reston
We received an online reservation from a first-time guest with the following note: “We will be celebrating our five-year wedding anniversary. Love the steaks, but is there any way to provide chimichurri sauce?” Our chef noticed the reservation, googled the recipe for traditional Argentinean sauce and made these guests’ day!
We had a group of six young men dining with us, and they had plans to go out on the town after dinner. Unfortunately, one of the young men accidentally spilled his red wine all over his white shirt, completely ruining it. The group’s server witnessed what happened and quickly tended to the spill. The young man then asked Josh where he could go to purchase a new shirt, but his server told him to wait and see what he could do. The server went to his locker and took his nicest freshly-pressed shirt and gave it to our guest. The table didn’t request or expect this…Let’s just say that the guys were completely blown away and wowed!
Great Neck
A regular guest came in alone and seemed grumpy and sad. Through conversation, we discovered that he was dining alone because his wife was in the hospital…so he was worried and upset. When we brought him his check after he was done eating, we also bought him a To-Go bag with his wife’s usual order when she dines with us. He was blown away by the gesture and has never forgotten it!
Singapore
I’d like to share how our Assistant Manager (AM) went above and beyond the call of duty. Recently, after dining with us, one of our regular guests accidentally took the wrong briefcase home. The guest with the missing briefcase was very upset, because he had to do a presentation at 8am the next morning with the items in his briefcase. Our guest that left with the briefcase was not answering his phone (we later found out the battery was dead!), and it was impossible to get in touch with him. Our AM assured the guest with the missing briefcase that he would personally find and deliver his briefcase before his morning presentation. He went on to call everyone he knew to find out where his guest lived. When he finally learned the address, he went to his guest’s apartment complex. Our AM ended up waiting outside all night long, because security would not let him in. Finally, around 7am, our guest came downstairs apologetically handing over the briefcase. Our AM made it back to the other guest’s hotel with briefcase in hand…in time for his morning presentation, just like he had promised.
Cheers!
The Guest Relations Team
Morton’s The Steakhouse
Keep in touch with what our guests are saying by visiting our ‘Guest Feedback’ page on Facebook. If you have a Morton’s story you would like to share, we’d love to hear it!