A recent trend amonist new venues like the uber popular ‘Bartels’ is to move towards counter service with a pay as you purchase policy rather than the traditional table service pay on completion widely seen on the island.
Dine and dash whilst seen as a petty act has far-reaching consequences, impacting not just restaurants’ bottom lines but also the recruitment and morale of the island’s vital staff force.
A DISHONEST TREND
Dine and dash incidents, where patrons leave a restaurant without paying their bill, are nothing new. However, Phuket has witnessed a surge in these cases, with a disproportionate number linked to recent-arrival long-stay tourists. News reports abound with stories of large groups racking up hefty tabs on food and drinks, only to vanish before the bill arrives. This organised and brazen behaviour is sending shockwaves through the local restaurant industry.
The immediate financial impact on restaurants is undeniable. Unpaid bills translate to lost revenue, impacting everything from staff wages to ingredient purchases. Smaller restaurants with tighter margins can be crippled by such incidents, jeopardising their survival. Furthermore, the fear of repeat offenses creates an atmosphere of distrust, making restaurants hesitant to seat large groups or offer credit facilities.This reluctance can stifle sales and negatively impact customer service for honest patrons.
DOMINO EFFECT
The real human cost of this phenomenon lies in the plight of restaurant staff. In many establishments, particularly smaller ones, servers are held personally accountable for unpaid bills. This means they can be docked wages, forced to cover the cost themselves, or even lose their jobs. Imagine serving a table for hours with a smile on your face and genuine hospitality only to be left with the burden of their deceit. The stress, frustration and financial hardship for staff can be overwhelming, leading to burnout and demotivated staff.
The phenomenon adds another layer to the existing challenges of staff recruitment in Phuket. The tourism industry is already battling high staff turnover due to demanding hours, low wages, the rise of the freelance economy and limited career prospects. When the burden of unpaid bills falls on staff, it becomes even less appealing. Who wants to work in a profession where the dishonesty of a few can cost them their livelihood? This vicious cycle makes it difficult for restaurants to find and retain quality employees, ultimately impacting the quality of service and the overall tourist experience.
SOLVING THE PROBLEM
Several stakeholders need to come together to combat this epidemic and restore trust within the industry:
- Restaurants: Implementing stricter policies like requesting deposits from large groups, pay as you purchase or holding passports until the bill is settled can deter potential offenders. Invest in staff training on recognizing suspicious behaviour and empowering them to handle these situations effectively.
- Tourism Authorities: Raising awareness among incoming tourists about the consequences of ‘dine and dash’ and promoting responsible travel etiquette can be a valuable preventive measure.
- Technology: Implementing cashless payment options at restaurants can streamline transactions and reduce the opportunity for dine-and-dash incidents.
- Legal Action: While pursuing legal action against every offender might not be practical, highlighting a few high-profile cases can set a strong precedent and deter future attempts.
BEYOND THE BILL: ETHICAL TOURISM AND STAFF APPRECIATION
The ‘dine and dash’ debacle goes beyond mere financial loss. It signifies a lack of respect for the hard work and hospitality offered by Phuket’s restaurant staff. Tourists shouldn’t take for granted the smiles, the warm service and the effort that goes into making their dining experience enjoyable. It’s time to promote ethical tourism where responsibility goes beyond booking a hotel and includes respecting local businesses and their staff. Restaurants should actively value their staff, offer competitive wages, clear career paths and foster a supportive work environment.
A SPOONFUL OF PREVENTION
Combatting the ‘dine and dash’ menace requires a collective effort. With stronger policies, responsible tourism and a culture of staff appreciation, Phuket’s restaurants can reclaim their financial security and staff, dignity and motivation. This, in turn, ensures a more positive experience for all honest tourists, allowing the island’s culinary scene to once again tantalise taste buds and satisfy hungry travellers.
Simon Causton is a long-time Phuket resident, founder of Citadel Phuket and author of ‘The Phuket Periodical’ newsletter. X (Twitter): @SimonCauston