Service Details
What are the service times for our 3 Course, 5 Course, and 7 Course?
What is 35 minutes, 45 minutes, and 60 minutes/ 1 hour?
How can you identify a reschedule request on the books?
What is the reservation will have gray and white diagonal stripes and a gray box in the top, left corner?
When someone says "Thank you", we respond with...
What is "My pleasure"?
When should you transfer calls to the club?
What is only when it's absolutely necessary and with the club's confirmation that they are available for the call?
Which values do we live out on The Service Team everyday?
What are all of them?
-Serve First
-Teamwork Makes The Dream Work
-Attitudes Are Contagious... Spread Good!
-Enjoy The Journey
-Hard Work Yields Opportunities
-Be Your Best
-Be Grateful
-Grow With Purpose
-Direct Compassionate Communication
-Contribute With Love
-Focus On Solutions
-What's Your Outcome?
-Work With Passion
What is an Upkeep, and when can someone schedule this service?
What is a 10 minute clean up around the ears, back of the neck, and sideburns. They can be booked UP TO 24 hours in advance or with an additional service to book more than 24 hours in advance?
What action do you take when you see a reschedule request on the reservation books?
What is text the guest using the "Reschedule" macro, then delete the reservation using the "Before 24 Hour Notice" reason?
What word(s) do we use to refer to our service professionals?
What is a Grooming Specialist and/or Barber?
Which issues must be escalated to a COL?
What is anything with finances or things that must be handled the COL?
If you are having a conflict with a team member, what actions should you take?
How do you determine who can perform shave services?
What is the color of their names in the reservation book? Black lettering for barbers and green lettering for grooming specialists who can perform shaves.
What actions do you take when someone texts or emails us asking to cancel their reservation?
What is cancel the reservation, respond to confirm that it has been canceled and offer to reschedule?
What title or terms do we use when referring to The Service Team?
What is The Service Team? What is the central scheduling office/team? What is the reservation concierge/team?
What do you do if someone asks you about a special offer/promotion that you are unaware of?
What is assure the guest that you will find out the precise details and get back to him, then reach out to Service Team leadership or the club for the information, and contact the guest back with the details?
What business are we in, and how do we contribute to that?
What is selling emotions and using our TGP values to ensure each guest/member has the same luxurious, white glove service each and every time?
What is the age range for junior gents?
What is 12 and under?
What action do you take when a guest asks to cancel a reservation 30 minutes before the reservation start time?
What is cancel the reservation, offer to reschedule, let the club know via Zoom chat, and add a note to the guest profile stating that he canceled 30 minutes before his reservation?