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Non-Tech : RAINFOREST CAFE -- Ignore unavailable to you. Want to Upgrade?

To: John Carragher who wrote (3524)	11/22/1997 11:30:00 AM
From: Dennis Vail	Read Replies (3) \| Respond to of 4704

Hi John. Visited the River North RFC last night (Receipt # 49644 11/21/97 at 9:44 PM) with my wife and a couple friends. At eight o'clock there was about an hour wait. Service was very warm but a tad slow ( more or lesss expected given the amount of business), food was great. At any rate we have two new RFC converts, one is a experienced Nashville restaurant manager and longtime acquaintance of some of the early Hardrock Cafe people. Overall she thought RAIN was clearly superior to HRC both in the quality of the food and the quality of the atmosphere/experience. She had nothing kind at all to say about Planet Hollywood, and she was particularly critical of how PHL relates to the communities they're located in. Good news/ bad news on retail. The Good: The quality and variety of the RFC trademark clothing items seemed vastly improved. Particularly in kiddie wear there are some really great character items. Our guests were really doing some major kiddie buying for Xmas. Also I heard the retail manager mention 30% as the retail mix of revenues. The Bad: There's some computer glitches in retail. One of the registers wouldn't correctly process gift certificates (this register regularly freezes up I'm told) and thus it took about 1/2 hour and wading through endless confusion for one of our friends to have her items checked out. As there were only two people in retail (including the manager) this put a severe stain on processing other customers who were backed up into a growing line during the confusion. The retail manager said they were understaffed when queried as I'd never seen lest than five employees in retail at one time before. Finally, when I had the retail manager look for a particular size that was missing from a new kiddies Tuki and Rio shirt I was told after a fritless search that they just received a whole bunch of stuff that day but the area for retail storeage is so small that everything there would have to be reorganized before items would be readily accessible. Conclusion: Retail needs some major attention or else a good chunk of revenue will be lost and a lot of customer bad will formed in the process. I would like to commend both retail employees for keeping a courteous positive, patient and helkpful attitude throughout what must have been for them as well a very trying experience. Nevertheless at the end of the evening when queried as to would they return to a RFC both our guests (despite being victims of the retail glitches) enthusiastically agreed they would! Regards, Dennis