Admin SOP's
This is how long we have to respond to open tickets in LOOP as the General Manager
What is 48 hours
This is the new waitlist platform for The Club brand
What is WaitWhile
These are the animals that are welcome in The Club
What are service animals and Therapy/Emotional Support animals
What we need to do if square device for club pass says guest payment declines
What is ask guest for another form of payment while they are still in front of you
The time frame in which emails should be answered or responded to with ETA on due materials
This is the person responsible for ensuring new SOP's are shared with the team and placed in the SOP binder at the lounge and removing any outdated SOPs from the binder
Who is the General Manager
This is the platform we use as managers to get details from AIMS
What is IEG
What are:
The animal will lie or sit on the floor next to guest
The animal is not allowed on furniture
Animal is not allowed to walk through buffet lines
Owner is liable for all damage from animal
What is 2 years old or younger
When QSC should be put into Teams and completed on Mapal
When is the 25th of each month
These are 3 steps you should take when a guest responds they are having a less than satisfactory experience
What are Listen, Empathize, Apologize
This is the age at which we register a child into AIMS as a guest
What is 2 or older
How often should the GM serve themselves from the buffet as a guest?
What is once a week during low guest volume time/day
Items we do before responding to a guest who may be upset with a policy of The Club
What is: Let them finish, apologize, be empathetic to their situation
What is.. surprise us
This is when Supervisors and Managers should do a STARS nomination
What is once each shift they work
This is how we screen the age of a child to determine if they are to be registered or not in AIMS
What is ask the parent and take their work for the age of the child
This is SOP where phone numbers are found guests may need to get their PP info.
Where is SOP Concierge Greeting - 2nd update
This is where concierge should be positioned if only one is on duty
What is the station closest to the guest entering the lounge
The date personal income taxes are due to the government
What is April 15th
The reports due to AD with Due Date
What are:
Denied Guest - 1st of the month
Flight Delay & Cancellation - 1st of the month
Discrepancy Report - filled out daily, sent daily or weekly
Shower log - 2nd of the month
QSC - 25th of the month
This is the credit card company that acquired LoungeBuddy
What is American Express
This is who should have the incident reporting SOP printed in a binder with blank forms needed to be completed by the MOD when there is a guest or team member incident
Who is EVERY club
Something you can not train a concierge to do
What is have a hospitable personality to welcome our guests
This is how far out PTO should be requested in ADP at a minimum and expect approval
What is 2 weeks