Service Standards

FREQUENTLYASKEDQUESTIONS There will be a time when you will be required to apply all of your knowledge and communication skills to a difficult situation. This is the opportunity to satisfy and exceed the Member's expectations. Typically worst-case scenarios and suggested solutions are provided here MEMBERS LEAVE WITHOUT SIGNING THEIR CHECK The server must let the manager know ASAP. The server should give details to the manager such as what the Member or guest looks like The manager will then make notes, and sign and date the check. This way, if the Member/guest disputes the charge, Accounting can pull the chit and recite back the information to the Member to avoid having the remove the charges from the Members/guests account. HOST/HOSTESS SEATS YOUR ENTIRE SECTION AT THE SAME TIME Greet all tables within two minutes. Let each table know that someone will be right with them. Ask for help from anyone available, including a manager, until you are able to get back on track. Remember: asking for help is not a sign of weakness. JONAS GOES DOWN Notify the manager of the system failure Go to the kitchen to see if your ticket has been received. If not, manually write your ticket and give to the Expo or the Chef. Once the system comes back up, close all checks you have signatures on Ring in all checks with food, and make sure you hit the “DON’T MAKE” button. The same applies for any bar orders. Inform Members/guests you will manually ring in their orders once the system is up and running. KITCHEN LOSES YOUR ORDER Print a copy of the check and give it to the kitchen letting them know that you need the order as soon as possible. Communicate the situation to your manager or supervisor. ASAP Communication the situation to your table. Remember: keep things in a positive light. Offer any further drinks for the table. NO GLASSWARE OR DISHES ARE AVAILABLE Look in possible locations or speak to the dish team Notify your manager If you cannot find the necessary items, bus as many tables as possible so items can go through the dishwasher & be ready for use.