Vision & Values
Seating & Rotation
Guest
Questions
Host Stand Specs
New Expectations
100

What does team clear mean and how long do should the table remain dirty?

Everyone working together; to clear in 90 seconds!

100
What is the 5-table car system? When does this apply?

5 cards set up with tables 'next to seat' 

100

A guest calls looking for a reservation, but we are full tonight. How do you rebuttal?

Unfortunately, our reservations are full tonight, however we do offer wine tastings, and walk in seating in our bar, or once you arrive I can add you to our waitlist.

100

How many rings must we answer the phone? How long on hold?

3 rings; 30 seconds

100

What slip must we give to a FOH manager? Why?

First time guest! So we can WOW them to coming back again!!

200
Give me 2 examples of Gracious hospitality?

Accomodating a guest seating preference

Acknowledging a special occasion


200

What 2 pieces of IMPORTANT information do we need to include on the table card?

Special Occasion + Wine Club Member 
200
What do you say if someone asks, Are you Hiring?
Visit our website at apply.chwinery.com, this will tell you which positions are available. 
200

How often should we be validating the restrooms?

Every 30 minutes

200

What are the host uniform (clothing only) expectations?

Business Attire: solid black, professional pants, dress shirt, dresses/skirts at knee length, shoulders and underarms not showing, non slip shoes
300

What does 'community' mean?

We are proactive in building relationships and enriching people's lives. We create a sense of family and belonging!

300

What do openers and closer receive for arriving early?

2 rounds of tables 

300

May I bring in my own cake or desserts? Is there a fee?

Yes of course, no fee.

300

What time intervals do we quote a wait times?

15 min intervals

Example: We are on a 15-30 minute wait, put guest on top end of the wait on 30 minutes

300

What are the Personal Appearance Guidelines for jewelry?

Jewelry: ears no larger than quarter, no dangling, nose can be one small piercing, eyebrow one small piercing, 1 bracelet per arm, watches are acceptable, 1 ring per hand

400

What is the Cooper's Hawk Mission Statement? 

We care about PEOPLE

We are DIFFERENT

We are committed to being THE BEST

We have fun and CELEBRATE

400
Is our NEW goal to seat the according to table count or guest count? 

Guest count; keep in mind new goal setting seating expectations

400

May I bring in my own wine? What is the fee?

Yes, of course $10 corking fee

400

What size parties do we transfer to Larissa for further follow up? Why?

13 or more.

400

What do we NOW include when giving an update?

Current quoted wait time and # of tables on the wait list.

500

What does T.A.C.O.T stand for?

Take ownership

Apologize

Clarify

Offer

Take Action

500

What do we describe/walk by as we seat the guest? Give a description. 

Barrel Reserve - Proprietary Blend of grapes that are exclusive to CH. Ask your server for a sample!
500
Do you do anything special for birthdays or anniversaries?

Birthdays: complimentary truffles, dark and white chocolate 

Anniversaries: 2 glasses of champagne (blanc blanc)

500

What TWO important questions must we ask every guest when making a reservation?

Are you a wine club member?

Any accommodations or celebrations?

500

What is the new expectation of total guests sat for lunch and dinner sections?

Lunch: goal is 18

Dinner: goal is 16

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