Service Standards

YOU SPILL SOMETHING ON A MEMBER/GUEST Apologize to the Member/guest immediately Notify your manager, so they can apologize to the Member/guest as well Get the cleaning authorization form from the manager and notify Member/guest that we will take care of the dry cleaning COMPLAINING OR UPSETMEMBERS/GUESTS Get your manager immediately, do not panic If Members/guests are behaving inappropriately notify your manager immediately before you take any action to rectify the situation Try to gauge a situation before a member is upset

ACCIDENTS OR HEALTH-RELATED INJURIES Do not move the Member/guest or coworker Call 911or have someone call for you if the incident warrants calling 911 Notify your manager immediately Call Security or have someone call for you Ensure the Member/guest or coworker is as comfortable as possible without moving them MEMBER ACCOUNT HAS BEEN SUSPENDED Treat the Member with respect, always We never use the word suspended to the Member We must use discretion when speaking with the Member; meaning when we talk with them it needs to be quiet and so other Members Mor guests cannot hear the conversation. If you notice a suspension on an account, the following steps must be followed: 1.Notify your Manager, immediately 2.The Manager will place their order onto the promo House Account. 3.The Manager will quietly let the Member know there was an issue with their account, and they should visit Accounting as soon as they can, but in the meantime, we have taken care of it. 4.The Manager to let Accounting know and handle the suspension of the Member. TICKET TIME EXCEEDS OUR TIMING STANDARDS Check your table for food Check all team members that pass the table on your way into the kitchen, in case they are delivering your food Check to see if the food is in the window in the kitchen Look for the food on the expo table Notify your manager immediately of the opportunity Open table in Jonas Select Table See what time the items were fired