Hospitality
True or False?
You do not need to greet the Online parties at Guest Services as you would a booked event.
False.
All events, even walk ins and online's, should be greeted and treated with the same hospitality and care.
True of False:
Drafts 1-6 are included in the Beer and Wine Package.
False.
They are included in the CRAFT Beer and Wine Package. NO Draft is included in the basic Beer and Wine drink package.
True or false?
You don't have to roll silverware if you didn't use any during your shift.
False.
Side work is side work, and we work as a team.
True or False?
It is okay to wear any kind of shoe to work as well as it's all black.
False.
Shoes worn by all WhirlyBall staff must be all black as well as nonslip.
True or False?
We don't have to give outstanding service if an event doesn't have a service charge, or if the event didn't tip to our personal expectations.
False.
We should always be providing excellent service and hospitality, no matter the service charge or tip.
True or False?
It is okay to provide To Go boxes to a guest from an event with a Buffet if it is not your event.
False.
This is not okay if it is outside the 2 hour mark, no matter who is serving the event.
True or False?
As part of your responsibilities, you can promise the extension of Court/Bowling time to a guest/host without speaking to a Manager if the guest/host is persistent enough.
False.
This is never okay. You should always speak to a Manager about the extension of any activities, even if there doesn't appear to be a group afterwards. There are a lot of moving parts when it comes to reservations, and these decisions may only be made by a manager, even if you think the answer is yes. Communication is key!
True or False?
Servers can start, end, and/or adjust the bowling lane times.
False.
This should only be done by a manager or a Guest Services staff member WITH manager approval.
Where should you be standing when greeting your host/event at the front?
On the side of guest services or in front of the desk, not behind guest services!
True or False?
A booked event of 6 needs a heat lamp for their gutter balls
False.
The gutter balls will not need to be held for an extended amount of time for a group less than 10.
When does the Service Station need to be mopped?
Every night it must be swept and mopped!
What is the appropriate time expectation when calling off for an assigned shift?
Four hours!
True or False?
To ensure guest satisfaction, we can allow guests to smoke or vape on our patios
False.
There is no smoking or vaping on any of our patios, no matter how nicely they ask or tip.
In Naperville, there is no smoking permitted in any dinging area.
True or False?
Party rooms do not need to be reset with new linens after every use.
False.
Just like the tables for buffets on the courts, we should be cleaning and resetting the party with flipped or new linens, and ensuring everything has been cleaned (floors included)
How often does the ice at the Drink Station located in the kitchen need to be burned (emptied out with hot water and sanitizer)?
Every night!
What is needed in order for you to receive a Toast Handheld at the beginning of your shift?
Collateral! This can be car keys, house keys, I.D, etc.
An extra 100 points if you mention that it must be given to you by a manager, and returned directly to a manager at the end of your shift in order to receive your collateral back.
How often should you be checking in with your event for buffet replenishables/food orders/drink orders?
Every 15 minutes
For Events that have a food package, for how long are the appropriate items allowed to be replenished?
For the first hour!
And don't forget to communicate with kitchen staff on what you need and how much of it!
List all parts of the Drink Station that need to be cleaned every night
Ice Bin lid- Ran through dish
Metal front facing cover
Nozzles soaking overnight
Metal grate- ran through dish
Well under metal grate wiped down
Ice scoop and holder- ran through dish
All other outside surfaces wiped down
When, if ever, is it acceptable for guests to bring outside food/beverages into WhirlyBall?
When a guest brings in a cake/cupcakes for their event, and it must be store bought WITH a receipt.
Whenever a Manager approves due to health/religious reasons.
When a guest brings in a sealed bottle of alcohol for the notion of raffle, gift etc. Though it must remain SEALED and not consumed on premises.