‘Don’t expect a tip’: Etiquette expert calls out Melbourne hospitality scene

An etiquette expert has claimed that top-notch restaurant service in one of Australia’s biggest cities is dying, saying standards are slipping.

The Melbourne dining scene has long been renowned for its world-class food, but according to hospitality and etiquette expert Loui Burke, service standards have “fallen off the bandwagon” as of late.

In a no-nonsense video that has since gone viral, Burke gave a brutally honest review of the state of the restaurant industry, calling on businesses to get back to the basics of good service.

He said he’s “done” with paying between $90 and $150 per head at venues with “terrible” service, where waiters lack attentiveness and fail to meet basic standards.

“The sequence of service has gone missing,” he told news.com.au.

“It’s not that we’re all seeking this unrealistic level of service,” he explained. “We just want one that is pleasant, flows well and makes people feel comfortable.”

As someone who has worked in fine dining establishments and casual cafes from the age of 11 to 25, he has some tips for waiters to up their game.

“First things first, the person who comes in the door is not a customer, they’re a guest,” he began his video.

“As soon as they come in, you better seat them within the first 30 seconds of them walking through the door.”

Too often, diners are left standing awkwardly at the entrance, waiting for someone to acknowledge them, and this initial impression sets the tone for the entire experience.

Another key issue he raised is the sneaky way some restaurants handle water service.

When a guest asks for tap water, they should be given tap water – not “still” water in an attempt to upsell.

The same applies for sparkling water. If a table starts with a bottle of sparkling, they should be asked before automatically being given another and then charged for it.

Drink service in general also needs improvement, according to Burke.

If two people are meeting for a catch-up, they should be given a moment to settle into their conversation before being asked what they want to drink.

However, waiting too long is equally as frustrating, so he suggests waiting three to five minutes.

The food scene in Melbourne is suffering, according to etiquette expert Loui Burke. Picture: TikTok/LouiBurke

The issue of shared menus is another pet peeve of his.

Australia has embraced the culture of sharing plates for years now, so it’s unnecessary for waiters to make a big deal about explaining how the menu works every time.

Most diners already understand the concept, so over-explaining it wastes time.

What matters more, he emphasised, is ensuring the logistics of sharing are handled properly.

“You better be changing the plates and the cutlery between entrees and mains, particularly if you’re charging around $30 for an entree and $45 for a main,” he noted.

“You expect the plates, cutlery and table to be wiped between each setting and make sure you ask how the food is going between each sitting.”

Many commenters said Melbourne stalwart Chin Chin in particular was lacking good service these days. Picture: TikTok/LouiBurke

He also calls out a frustrating trend among waitstaff – a lack of basic knowledge about drinks, like cocktails and wine.

“When someone asks you about what the wine is, ‘Oh, it’s a really good wine’ is not a description,” he explained.

“Is it dry? Is it crisp? Is it robust? Figure out some adjectives to describe the wines on the list.”

When it comes time for the bill, he claimed waiters should only expect a tip if they’ve “done everything right”.

“Don’t expect to get a tip if you haven’t done any of these things and then get sh***y and pick up the bill and walk away because you didn’t get a tip,” he argued.

“Why on earth did you deserve a tip? Because I’m telling you now, I’ve been around to plenty of places to dine and none of this is really happening anymore.”

“Menus are getting more expensive and also the wages of the waitstaff is higher than it ever has been, so I think we just need to pick up the game,” he concluded.

He claimed waiters have been dropping the ball and still expecting a tip. Picture: Instagram/LouiBurke

His video received hundreds of comments, with many diners sharing their own gripes.

“Why do they ask at the time of reservation if there is a purpose, e.g. birthday, anniversary, and then make no mention of it when you’re there?” one user asked.

“Also general knowledge of the menu. If I can’t decide between two dishes, saying, ‘I don’t know, I haven’t tried them’, is the wrong answer,” expressed a second.

A third wrote, “When the menu is designed to share but then you get to payment and you can’t split the bill”.

“Servers clearing plates before all diners have finished,” said someone else. “I can’t stand it”.

Then one user summed the broader issue up, saying, “I fear Covid and the shift to more set and limited time for seatings has ruined dining”.

Burke responded, “100%. We all don’t know how to talk, drive or dine out anymore”.

Originally published as ‘Don’t expect a tip’: Etiquette expert calls out Melbourne hospitality scene