Dining Service
What is from the left side using the left hand?
Smile when you are within this distance of a resident/guest.
What is 10 feet?
We greet people in this manner.
What is "warmly, by name and with a smile?"
Answer a phone call in this many rings?
What is "three?"
The first step in service recovery.
What is listen carefully?
Check back with diners in this amount of time after serving each course.
What is 2-3 minutes?
Do this when you are within five feet of a resident/guest.
What is greet them by name?
At the end of every interaction we ask this
Check back with a caller if you they have been on hold for . ..
What is "thirty seconds?"
In Step 2 you confirm your understanding and. ..
What is apologize?
When delivering/serving beverages, use this item.
What is a tray?
When entering an apartment, knock, wait this many seconds, then knock again while announcing your presence.
What is five seconds?
High levels of this are demonstrated in conduct and appearance at all times.
What is "professionalism?"
Return messages in this amount of time
What is "SUNDOWN" or end of the business day?
Step 4 says we commit this to achieve desired outcome
What is the community's full resources?
When serving a plate, the protein should be placed at this clock position.
What is six o'clock?
Do this instead of pointing out directions.
What is escort residents, family, or guests?
This Hospitality Promise predicts the future.
What is "We anticipate your needs and act accordingly?"
BEFORE placing a caller on hold ask this and say this when you return?
Step 3 is collaborative which means
What is work together towards a satisfactory solution?
Before clearing dishes, observe this signal or ask this question.
What is the dish is pushed away, or "Have you finished eating?"
This important reminder tells team members that they are guests in this location?
What is a resident's home?
We do this to accept the variety in our community.
What is "We embrace and value our differences?"
What three things team members must say in their telephone greeting?
What is "an appropriate ENTHUSIASTIC greeting, identify yourself by name, and respectfully use the caller's name?"
The FINAL STEP to assure the problem is resolved.
What is follow up?