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Of course I am referring to more the subordinate managers as in departments. Why do I say this, because if they were qualified they would realise that the model is 95% service and 5% product. This means they would understand the importance of training & development. Look back over your own experiences, when did you ever see active and upselling as a normal part of your meal experience? When was the last time you were actively sold a dessert or another bottle of wine. I leave out the likes of Shangri-la etc as these are in a different league. My latest disaster was in the top floor restaurant of the Harbour View Hotel. I never order the buffet because it's always Chinese orientated ( Western!)with everything in chillies and saucy stuff and fluffy gelatiney desserts - ugh. The a la carte menu has a good choice and is sectioned into appetisers/ mains/ desserts etc, but in practice it is a disaster. You state your choice as being served in sequence as per the menu, your chinese friend translates and they say no problem. But then your main course comes before your starter and when they take it back your salad side dish comes, still no starter and on and on ad infinitum, you all know, been there, done that, got Tshirt/ video. I take some bread rolls and butter from the buffet as is normal in Western restaurant and suddenly -"We've been watching you, you'll have to pay for buffet now" Your wonderful evening out just continues to go downhill and still no appetiser! so you give up and just let it happen because you know the manager will have gone out the back door if you ask for him. And all this is happening whilst dirty plates from people eating the buffet are piling up on the table and the 12 servers are blind to this because they are talking to each other. All you want is for the evening to end so that you can go home and make a bacon sandwich which is actually going to be hot and fresh. Oh, I could elaborate for hours but think I'll finish now before the rot sets in. Thank god for Shangri-la brunch I say. Roll on sunday.