J.R. O.
Yelp
I've been to Harbor House once a year as a destination from Chicago for the past five years. Typically, great facilities and ordinarily great staff with great food. This time was different.
We visited for my wife's birthday, so not a national holiday (yet ). It was a Friday evening for an 8PM reservation.
Harbor House is part of the Bartolotta Group of restaurants and they all seem to have the same "team serving" scenario. We know this because we ate at three of their restaurants this past week.
Many years ago, when I was starting as a server, our trainer related an experience where the team serving concept was used. What was true then is still true today. It's confusing. Who takes your order, who serves your food, who do you talk to when things don't go exactly right? Who's the lead and who's the subordinate? And, quite frankly, who do I tip if one part of the service is good and the other part of the service isn't?
Our server "Nessa" was friendly and competent. Her presumed assistant "Reese" was less so. As an example, my wife ordered a cup of Clam Chowder from Nessa. When Reese brought it, the cup was only filled about 40%. When I asked Reese if that was 'normal', she said that "the reason we do that is because the bowls of soup are so large" and walked away. Okay, weird. Then my wife tasted it and it was just lukewarm. We flagged down Nessa. She replaced the dish with hot soup and oddly, the cup was now full. So, Reese was obviously making an excuse for her incompetence. The rest of the service was like that. All of our food was tepid as if Reese let it sit for a few minutes too long before bringing it to the table.
Another weird point is that Nessa disappeared in the middle of service and never came back. After about 20 minutes Reese showed up again and asked if we'd like to order dessert. We were so disappointed by this point that we said "no, just the check".
When Reese came back with the check, she brought my wife a 'sort of' panna cotta, which was truly bland and tasteless. The question is, why try to upsell us dessert if you'd planned on giving her a dessert for free anyway? Just bad form.
Understanding that every restaurant has the occasional bad night, we're giving Harbor House a break for a while. When you have the reputation they do and I'm paying several hundred dollars for a special occasion, you do have an obligation to try harder.