Can excellent staff compensate for long waiting times?
Gramercy Tavern is a one-star restaurant located at 42 East 20th Street in New York. The restaurant opened in July 1994 and it offers contemporary American cuisine. According to Zagat, it has been voted the most popular restaurant in New York City for several years, last time was in 2015. The restaurant also earned nine James Beard Awards, including “Outstanding Restaurant” and “Outstanding Chef in America”.
We wanted to learn more about this well-rewarded restaurant. What is their key to success, according to guests? To analyze this, we took 1 320 reviews about Gramercy Tavern posted on Google and ran them through Gavagai Explorer.
Here are 4 things we found out!
“Staff” is mentioned in 17% of the reviews, which means it is the second most talked about topic. It seems to have a positive impact on the grade and is often mentioned together with “friendly”, “attentive”, and “knowledgeable”.
“Wine” has a higher grade than the average of all topics: 4,79 / 5 compared to 4,62 / 5. The topic occurs in 9% of the reviews (more than average) and it is often mentioned together with “selection”. Since 2015, the topic has been talked about less frequently.
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Reviewers who mention the topic “wait” seems to give a lower grade than the average of all topics: 4,38/ 5 compared to 4,62 / 5. It is often mentioned together with “long”. Since 2013, it has been talked about less frequently.
The topic “tasting menu” has an average grade of 4,76 / 5, which is higher than the overall average (4,62). It is often mentioned together with “seasonal” but it has decreased in occurrence since 2014.
What does this mean for Gramercy Tavern?
According to some guests, the waiting time for this popular restaurant is too long. Since this topic was talked about slightly more some years ago, the restaurant might have found a way to reduce the waiting time. Another reason might be that they have declined in popularity for the last years.
Several guests talk about the friendly and knowledgeable staff and it seems to be a positive driver for the grade. Reviewers also seem to appreciate the wine selection at the restaurant, as well as the tasting menu that varies according to the seasons. Some guests also express their appreciation for the wine pairing.
However, the wine selection and tasting menu have been talked about less frequently over time. The reason might be that there are other things that are more important for guests today, but it could also be an indicator that the restaurant might need to update or improve in these areas.
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