TG
Tasia Golston
Aug 1, 2026
My first visit was outstanding, and I wish I remembered my server’s name. She appeared to be in her mid-30s to early 40s, around 5’7” or 5’8”, with her hair pulled back under a thick headband and a warm, cheeky smile. She was knowledgeable, kind, and consistently anticipated our needs before we had to ask.
I was dining with a friend near closing, yet she never made us feel rushed and provided exceptional service from start to finish.
Because of that experience, I returned this evening near closing expecting the same level of hospitality. Unfortunately, my second visit fell well short of that standard. I ordered the Brown Butter Lobster Roll a quick handheld to get in and out.
I was seated promptly, there was one other table of two seated at the end of the room. I experienced an unnecessary delay in receiving my Pepsi Zero. During that time, my server, another server, and the closing manager appeared more engaged in a comical conversation with one another than executing the basic steps of service. It took about five minutes to receive my initial drink, and I experienced another delay when I needed a refill.
What stood out most, however, was bartender Cassie. Despite tending the bar, she came from behind it twice to check on me. She personally refilled my drink and later let my server, Mars, know that I was ready for my check. Those small acts demonstrated awareness, initiative, and genuine care for the guest experience.
After my meal, I spoke with the manager, who listened attentively, acknowledged my concerns, and discussed what could have been handled better.
Ultimately, it comes down to leadership. Service culture starts at the top, and this was a missed opportunity. The manager seemed more engaged in fraternizing with the staff than leading the floor and ensuring guests were being taken care of. When leadership isn’t actively driving the guest experience, the team tends to follow that example.
Thankfully, Cassie stepped up and filled the gap. Her initiative, sense of urgency, and commitment to hospitality reflected the kind of leadership every guest hopes to experience, regardless of someone’s title.
A special thank you to Cassie for exemplifying servant leadership and true hospitality. You made the difference in my experience this evening. Also thanks BOH for the yummy lobster roll and fresh fries!