Hotel/House Rules
Where do you enter and exit TRB from?
The Service Elevator
Can seats/tables be moved to accommodate guest?
Yes - After discussing with host.
When do we say no to guests?
Never!!! Always offer an alternative.
Always by the stem
When and how should we wash our hands?
After using the bathroom! Before carrying food, after bussing. Deep scrub, like you care!
What is the procedure for taking a lunch, leaving for the day and taking a 10?
Ask the Manager
Can guests switch tables once they're seated?
Yes - Hospitality!
We don't say "Hey Guys" or use "guys" - Give an alternative
Everyone...
Who has the right of way when you are carrying a tray/food?
Guests always! Be aware of surroundings.
Who is eligible for the Hyatt employee discount? What is needed?
Anyone working at Mission/Seabird or a Hyatt employee staying at Mission/Seabird. Must enter name, where they work and Global ID.
Where do employees use the bathroom? Leave personal belongings? Park?
Can batched cocktails and food items be modified?
Most can, yes! Check with chef/bar. Instead of saying no - present an alternative.
Why don't we say "no problem" or "no worries"? Name an alternative
It sounds negative... Why would it be a problem?
Instead say absolutely or you're welcome.
Demonstrate how hold 2 - 3 plates.
Never with your fingers in the dish, always from underneath.
How do employees go about dining at other hotel outlets?
Ask your manager to discuss with the outlet manager, a week in advance. You will get a dining card for your discount. Reservation request is not guaranteed, it is business dependent.
How do you get food from The Rooftop Kitchen and where can you eat it?
Ask the cooks, put it in the POS and pay with 50% discount. Can eat it off the floor and NOT in the kitchen.
Describe the impact of body language and tone of voice on the customer experience. Give example.
Positive faces and engaging body language will make a great experience. The opposite will break it.
When talking to co-workers about a situation or expressing frustration, where should this be done?
Keep voice low and go out of sight from guests. No guests should hear about work problems, especially not cursing or talking negatively.
Demonstrate how not to hold glassware
By the top - fingers touching rim, by the base of stemmed glassware.
Who's job is it to keep the pool deck clean and stocked?
EVERYONE'S! (Primary Duty of SA)
What should you do in the moment when you have an item/check to comp/void? Bonus for 100: When do you comp vs. void?
Tell the manager right away, split it off with reason to adjust at the end of shift. Comp- Item made, Void - Not made.
Is service for food/drinks after last call flexible?
Yes! Hospitality means making someone's day. Check with manager before shutting everything down and before saying no to guests after last call.
Can we say "I don't know"? Give details on your explanation.
No- we say we will find out and be back in ___ Minutes. Be specific so they don't feel like they are waiting.
When do we use a tray? Name 3 things.
When bussing glassware, when serving all drinks, when bringing sides or utensils to a table
Everyone is a representation of TRB. What is okay and not okay as a representative? One of each.
DO - Dress professionally. DON"T - talk negatively about the business or team members.