Date: 12/17/10
Event: Rockabilly Showcase with Two Hoots and a Holler and Dale Watson
Guest Issues: The clientele was amazing. Very polite and courteous. The buzz from the servers was that they had a great time tonight! Lots of large parties and servers handled that well with little assistance. Around 1:10 AM, I was in the karaoke hallway and observed a group of women pulling on karaoke room doors and peeking into the rooms that were occupied. I asked them if they needed any help and they responded defensively and told me that they were just looking around and asked if that was ok. I said of course and proceeded down the stairs as they were making their way to the reservation desk. I went into the office and did not witness them wanting to get into a karaoke room at 1:15 AM, but Aaron told them that they don't seat after 1AM and they then became upset. A manager (Billie) got involved and she explained our policy to them and told them that they could contact our General Manager if they wanted to. They declined, but later told a bartender (Brent) that they wanted to. Billie got Ryan's card and gave it to them. I did not witness or hear about what happened during that exchange. Expect a phone call/email. Nicole Laverty realized as she was checking out the last of her bowling parties that the party at lane 3 (Rafael Gonzolas); who bowled from 12:15-1:15 had walked their tab. I called the number on file (with no answer) and informed Billie of the situation and asked her if we could charge the card on file. She approved, I called and left a message explaining to Gonzolas the situation, and informed him that we would be putting the charges on to his card. Nicole Laverty did so, and added an 18% gratuity. Expect a phone call. A bottle of Absenthe was found on cocktail table 88. The bouncer waited to see if anyone would claim if so that he could throw them out, but no one did.
Service Issues: N/A
Food Issues: N/A
Technical Issues: N/A
Things We Need/Ideas: Ticket counter for the reservation desk.
Misc: Let's get some future concierges server trained! YAY. There have been a couple incidents where outside alcohol has been brought in and consumed. Jello shots were found in a karaoke room a couple of days ago but the party left before Shlee found it. I would suggest more awareness of the issue, and watchful eyes out on the floor and in the karaoke rooms especially during busy nights where things like that can easily slip by. I know we can't monitor everybody all the time, but if we are reminded to, we can keep that in mind when we are walking by tables etc...
Friday, December 17, 2010
Sunday, December 12, 2010
December 10, 2010
Date: 12/10/10
Event: Private party until 8pm/Copa Kings 8pm
Guest Issues: We were at capacity for part of the evening. Yay!
Service Issues: The transition from private party to dining was smooth. All the servers were on point and everybody communicated. Brittney, Kris and Taira did a great job with their large parties. Bill was a team player and helped Lucas out with his large parties in the ballroom.
Food Issues: N/A
Technical Issues: Lane 7 needed to be shut down for the evening because of overheating.
Things We Need/Ideas: I've noticed a lot of trouble with split checks. Jem and I had a conversation about it and he brought to light the necessity for proper Aloha training. I know that a lot of time is lost when servers are trying to split checks for large parties, and this could be avoided if the ticket was properly organized starting with seat numbers. Complications could also be avoided if the server asks towards the beginning of service how the party wants to settle their tab. Another suggestion was to put a cap on split tabs depending on party size.
Misc:
Event: Private party until 8pm/Copa Kings 8pm
Guest Issues: We were at capacity for part of the evening. Yay!
Service Issues: The transition from private party to dining was smooth. All the servers were on point and everybody communicated. Brittney, Kris and Taira did a great job with their large parties. Bill was a team player and helped Lucas out with his large parties in the ballroom.
Food Issues: N/A
Technical Issues: Lane 7 needed to be shut down for the evening because of overheating.
Things We Need/Ideas: I've noticed a lot of trouble with split checks. Jem and I had a conversation about it and he brought to light the necessity for proper Aloha training. I know that a lot of time is lost when servers are trying to split checks for large parties, and this could be avoided if the ticket was properly organized starting with seat numbers. Complications could also be avoided if the server asks towards the beginning of service how the party wants to settle their tab. Another suggestion was to put a cap on split tabs depending on party size.
Misc:
Tuesday, December 7, 2010
December 7, 2010
Date: 12/7/10
Event: Boombox, 10pm
Guest Issues: Took a while to get the party in Rapper's Delight to leave. They were there about 20 min. after their end time. They were intoxicated, and left the room in bad condition. The reservation desk saw fit to not seat RD again for the remainder of the evening. From what I saw, there was pieces of food and broken glass in the carpet. They were a very considerate party otherwise, I just believe that they were over served. Additionally, Kris waited on a large party at bowling lanes 5-8. As they were checking out, they requested separate checks. There was a glitch in Aloha, and Kris was unable to split the check. The party were upset about it, and Billie comped their karaoke room fees. I would suggest there be a policy of no split checks for parties of more than 6 -10. It cripples the servers for an extended period of time and compromises their ability to give good customer service. If guests know about this policy coming in, they can plan accordingly about how to settle their tab.
Service Issues: Shlee talked to me tonight about Bill not pulling his weight as a busser. I took some time to evaluate his performance, and I did observe him hanging out at the expo, reservation desk and the kitchen when lanes, tables and karaoke rooms needed to be bussed/reset. Shlee also talked to me about not being informed of the additional Concierge positions. She has a desire to move up in this company, but feels like her voice hasn't been heard in those regards. She informed me that she wanted to be a server but no one had taken steps to train her. She would have been, and still is interested in a Concierge position.
Food Issues: N/A
Technical Issues: Low Places continues to have remote control issues.
Things We Need/Ideas:
Misc: N/A
Event: Boombox, 10pm
Guest Issues: Took a while to get the party in Rapper's Delight to leave. They were there about 20 min. after their end time. They were intoxicated, and left the room in bad condition. The reservation desk saw fit to not seat RD again for the remainder of the evening. From what I saw, there was pieces of food and broken glass in the carpet. They were a very considerate party otherwise, I just believe that they were over served. Additionally, Kris waited on a large party at bowling lanes 5-8. As they were checking out, they requested separate checks. There was a glitch in Aloha, and Kris was unable to split the check. The party were upset about it, and Billie comped their karaoke room fees. I would suggest there be a policy of no split checks for parties of more than 6 -10. It cripples the servers for an extended period of time and compromises their ability to give good customer service. If guests know about this policy coming in, they can plan accordingly about how to settle their tab.
Service Issues: Shlee talked to me tonight about Bill not pulling his weight as a busser. I took some time to evaluate his performance, and I did observe him hanging out at the expo, reservation desk and the kitchen when lanes, tables and karaoke rooms needed to be bussed/reset. Shlee also talked to me about not being informed of the additional Concierge positions. She has a desire to move up in this company, but feels like her voice hasn't been heard in those regards. She informed me that she wanted to be a server but no one had taken steps to train her. She would have been, and still is interested in a Concierge position.
Food Issues: N/A
Technical Issues: Low Places continues to have remote control issues.
Things We Need/Ideas:
Misc: N/A
Saturday, December 4, 2010
December 4, 2010
Date: 12/4/10
Event:Geeks Who Drink/90's Video Dance Party
Guest Issues: Around 6:15pm, Brittney Walker asked me to ask a party of 3 at lane 8 to get off the lane as their time was up. They had technical issues during their hour of bowling and were comped fees and additional time was added. Their time had ended around 5:45pm, and were already cashed out and still sitting at the lane. She wanted the lane to be free so that potential walk-ups could bowl. I introduced myself as the concierge and informed them that their time was up at that specific lane, but were welcome to stay as long as they liked at the bar, or I could get them a table in dining. One customer seemed upset that she had to move, but did so, I thanked them, and the party moved to the bar. They talked to Adrian while there were there and complained to him about having to move. Adrian offered to put them back on the lane for some free bowling, but they denied. They were also upset about not having a specific drink on the menu, and left shortly after.
Service Issues: Servers were great. I have noticed the past couple of nights having dining parties of 30 and less than half show up. Servers' tables are taken up for over an hour to accommodate the party. I would suggest either a charge for an incomplete party, or have them make that a private party. Both the servers and the Highball are potentially losing money due to this. I have talked to several customers who wanted to make dining reservations but were turned down due to those large parties.
Food Issues: N/A
Technical Issues: Lane 8 having technical difficulties earlier in the night.
Things We Need/Ideas: N/A
Misc: N/A
Event:Geeks Who Drink/90's Video Dance Party
Guest Issues: Around 6:15pm, Brittney Walker asked me to ask a party of 3 at lane 8 to get off the lane as their time was up. They had technical issues during their hour of bowling and were comped fees and additional time was added. Their time had ended around 5:45pm, and were already cashed out and still sitting at the lane. She wanted the lane to be free so that potential walk-ups could bowl. I introduced myself as the concierge and informed them that their time was up at that specific lane, but were welcome to stay as long as they liked at the bar, or I could get them a table in dining. One customer seemed upset that she had to move, but did so, I thanked them, and the party moved to the bar. They talked to Adrian while there were there and complained to him about having to move. Adrian offered to put them back on the lane for some free bowling, but they denied. They were also upset about not having a specific drink on the menu, and left shortly after.
Service Issues: Servers were great. I have noticed the past couple of nights having dining parties of 30 and less than half show up. Servers' tables are taken up for over an hour to accommodate the party. I would suggest either a charge for an incomplete party, or have them make that a private party. Both the servers and the Highball are potentially losing money due to this. I have talked to several customers who wanted to make dining reservations but were turned down due to those large parties.
Food Issues: N/A
Technical Issues: Lane 8 having technical difficulties earlier in the night.
Things We Need/Ideas: N/A
Misc: N/A
Sunday, October 10, 2010
Saturday, October 9th
Date:Saturday, October 9th
Event:80's Dance party
Guest Issues:Holy flying frack. It was a night without incident.
Service Issues:OMFGzus! It was a night without incident.
Food Issues:JINKIES! It was a night without incident.
Technical Issues:Praise Geebus! It was a night without incident.
Things We Need/Ideas:More nights like tonight.
Misc: Mad props to the whole team. This was the smoothest night I've worked since becoming the concierge. Team work was amazing. The building was empty by 2:10. THANK YOU! THANK YOU! THANK YOU!
P.S. to all those who didn't work, don't be jealous. This may happen again sometime in the next year!
Event:80's Dance party
Guest Issues:Holy flying frack. It was a night without incident.
Service Issues:OMFGzus! It was a night without incident.
Food Issues:JINKIES! It was a night without incident.
Technical Issues:Praise Geebus! It was a night without incident.
Things We Need/Ideas:More nights like tonight.
Misc: Mad props to the whole team. This was the smoothest night I've worked since becoming the concierge. Team work was amazing. The building was empty by 2:10. THANK YOU! THANK YOU! THANK YOU!
P.S. to all those who didn't work, don't be jealous. This may happen again sometime in the next year!
Friday, October 8, 2010
Saturday October 8th
Date:Saturday October 8th
Event:Anniversary party - not gangbuster or anything, but probably better than if we hadn't had anything. For the most part the performers were pretty unprofessional. Everything from running around with a tip jar, bugging our guests for tips to walking around dining without their shoes on even after being told there was a broken glass about. . . Meh, overall.
Guest Issues:
Service Issues:Maria ran a hot meatloaf sammy with rings go out to table 54 seat 3, when I ran her meatloaf sammy with fries to that spot I noticed the sandwich there and asked her who had the one with the fries and she said that she ran the rings one to the wrong table, picked it up from the seat (unnoccupied, but the sandwich had been down for a few miutes) gave it to table 44 (the correct party) and put the fries on down where the rings one had previously been. I was pretty sure that moving a plate from one table to another (even if it was not eaten from) was against health code so I chatted with Billie about it for a moment and then gave Maria a little feedback. I let her know it was against health code and gave her Billie's suggestion to have just left the plates on the incorrect table and gotten the correct sides remade by the Kitchen. She took the feedback well and said she'd keep in mind.
Food Issues:
Technical Issues:
Things We Need/Ideas: It seems like all the side work relating to the server well are done by our dining servers, but Karaoke and Bowling servers use it just as much. . .
Misc:Mekka lekka high mekka hiney HighBall!
Event:Anniversary party - not gangbuster or anything, but probably better than if we hadn't had anything. For the most part the performers were pretty unprofessional. Everything from running around with a tip jar, bugging our guests for tips to walking around dining without their shoes on even after being told there was a broken glass about. . . Meh, overall.
Guest Issues:
Service Issues:Maria ran a hot meatloaf sammy with rings go out to table 54 seat 3, when I ran her meatloaf sammy with fries to that spot I noticed the sandwich there and asked her who had the one with the fries and she said that she ran the rings one to the wrong table, picked it up from the seat (unnoccupied, but the sandwich had been down for a few miutes) gave it to table 44 (the correct party) and put the fries on down where the rings one had previously been. I was pretty sure that moving a plate from one table to another (even if it was not eaten from) was against health code so I chatted with Billie about it for a moment and then gave Maria a little feedback. I let her know it was against health code and gave her Billie's suggestion to have just left the plates on the incorrect table and gotten the correct sides remade by the Kitchen. She took the feedback well and said she'd keep in mind.
Food Issues:
Technical Issues:
Things We Need/Ideas: It seems like all the side work relating to the server well are done by our dining servers, but Karaoke and Bowling servers use it just as much. . .
Misc:Mekka lekka high mekka hiney HighBall!
Thursday, October 7, 2010
Thursday, October 8th
Date:Thursday, October 8th
Event:Geeks and Salv
Guest Issues:We had some miscommunication between the res desk and our 4 lane reservation (Kristen Massey) and so we comped their fees and let them linger on the lanes. The Birthday girl was very aggressive with our team on the lanes being verbally abusive with Kris Janes and actually shoving Brittany Walker. When they finally finished on the lanes and moved into Karaoke they were cut off and the b-day girl started to throw a fit. She shoved Frank and as they left she got into Kristen's face and screamed at her, then flipped off Katrina on the way out and told her to fuck off. After they got outside she was screaming at us through the glass and tried to re enter after being kicked out, but was restrained by her friends (who repeatedly apologized for her behavior and left without complaint).
Service Issues:Galla is in desperate need of a thorough retraining at the res desk. Her perception is that she knows how the res desk operates, but the reality is that she has very little understanding off pricing, policies, sequence or verbage. I think she can be molded into a good team member but I think we should focus on one position at a time. I recommend that she only work host until she has mastered that role and then we can start to utilize her at the res desk following a full retrain. She seems to respond to feedback well, but then turns around to other team members and complains that she doesn't agree with the feedback and plays victim. Being her first real job I think starting with one role and moving on after mastery will allow her to be more objective and better at self evaluation.
Food Issues:
Technical Issues:
Things We Need/Ideas:We all need hugs and love and rainbows and unicorns and cotton candy and aliens and laser beams and a big happy Hollywood ending.
Misc: Mad props to Kristin T. for taking tons of initiative and helping smooth out clerical issues today without being prompted and doing a kick ass job at trouble shooting!
Event:Geeks and Salv
Guest Issues:We had some miscommunication between the res desk and our 4 lane reservation (Kristen Massey) and so we comped their fees and let them linger on the lanes. The Birthday girl was very aggressive with our team on the lanes being verbally abusive with Kris Janes and actually shoving Brittany Walker. When they finally finished on the lanes and moved into Karaoke they were cut off and the b-day girl started to throw a fit. She shoved Frank and as they left she got into Kristen's face and screamed at her, then flipped off Katrina on the way out and told her to fuck off. After they got outside she was screaming at us through the glass and tried to re enter after being kicked out, but was restrained by her friends (who repeatedly apologized for her behavior and left without complaint).
Service Issues:Galla is in desperate need of a thorough retraining at the res desk. Her perception is that she knows how the res desk operates, but the reality is that she has very little understanding off pricing, policies, sequence or verbage. I think she can be molded into a good team member but I think we should focus on one position at a time. I recommend that she only work host until she has mastered that role and then we can start to utilize her at the res desk following a full retrain. She seems to respond to feedback well, but then turns around to other team members and complains that she doesn't agree with the feedback and plays victim. Being her first real job I think starting with one role and moving on after mastery will allow her to be more objective and better at self evaluation.
Food Issues:
Technical Issues:
Things We Need/Ideas:We all need hugs and love and rainbows and unicorns and cotton candy and aliens and laser beams and a big happy Hollywood ending.
Misc: Mad props to Kristin T. for taking tons of initiative and helping smooth out clerical issues today without being prompted and doing a kick ass job at trouble shooting!
Wednesday, October 6, 2010
Wednesday October 6th
Date: Wednesday October 6th
Event: West Coast Swing
Guest Issues: Had a few tables that went beyond the 120 second greet time because we had a massive party get sat at the same time as 2 other 8 tops. Ryan and I supported the floor and things smoothed out quickly.
Service Issues: Servers are constantly complain to get coctail tables instead of dining and would like the host stand to send these tables to the bar. It's not right by our guests to deny them a table when they want one and kind of rude to the hosts to expect that we would do wrong by our guests to be right with the servers. I think that the situation is actually a symptom of dysfunction between the two teams and a bit of team building between the two departments is needed. Additionally it's a symptom of servers having unreasonable expectations of the reality of our business. We'd all love to be gang buster with dining guests but in actuality we cater more to a coctail crowd that share finger foods and we must adapt to be best with guests.
Food Issues:
Technical Issues:
Things We Need/Ideas:
Misc:
Event: West Coast Swing
Guest Issues: Had a few tables that went beyond the 120 second greet time because we had a massive party get sat at the same time as 2 other 8 tops. Ryan and I supported the floor and things smoothed out quickly.
Service Issues: Servers are constantly complain to get coctail tables instead of dining and would like the host stand to send these tables to the bar. It's not right by our guests to deny them a table when they want one and kind of rude to the hosts to expect that we would do wrong by our guests to be right with the servers. I think that the situation is actually a symptom of dysfunction between the two teams and a bit of team building between the two departments is needed. Additionally it's a symptom of servers having unreasonable expectations of the reality of our business. We'd all love to be gang buster with dining guests but in actuality we cater more to a coctail crowd that share finger foods and we must adapt to be best with guests.
Food Issues:
Technical Issues:
Things We Need/Ideas:
Misc:
Wednesday, September 29, 2010
Tuesday sept. 28th
Date:Tuesday sept. 28th
Event:Fantastic Fest Geeks Who Drink- poor turn out probably due to all the screenings
Karaoke Apoc - nice turnout, good singers, or at least good in their minds. . . . So was a good show, our guests enjoyed it.
Guest Issues:
Service Issues:Sean had a bit of trouble at one point during the night. He had three rooms and was stressed about being in the weeds, but when he went down to pick up drinks he left his station cluttered with empies and glassware. I talked to him about consolodation and how he could keep himself out of the weeds by saving steps and prioritizing his tasks better. I helped him by greeting two of his rooms and taking their drink orders, running his empties down and completed my round in less than 2 minutes. I'm not sure exactly what about that moment was weeds, but he was clearly stressed and showing it. I think he's a poor choice to work Karaoke.
Food Issues:
Technical Issues:
Things We Need/Ideas:We need more Japanese pole dancers! That girl was CRAZY AWESOME! She had mad ninja skills on that pole!
Misc:I asked Ian when he got cut to please empty the trash in the men's room and stock all supplies into the understock under the sink. . . I went in an hour later to check and the trash was completely full and the towels were running out. . . No understock was there except for a roll of TP. I can't say for sure that he didn't complete the task, but it seems that is the case.
Event:Fantastic Fest Geeks Who Drink- poor turn out probably due to all the screenings
Karaoke Apoc - nice turnout, good singers, or at least good in their minds. . . . So was a good show, our guests enjoyed it.
Guest Issues:
Service Issues:Sean had a bit of trouble at one point during the night. He had three rooms and was stressed about being in the weeds, but when he went down to pick up drinks he left his station cluttered with empies and glassware. I talked to him about consolodation and how he could keep himself out of the weeds by saving steps and prioritizing his tasks better. I helped him by greeting two of his rooms and taking their drink orders, running his empties down and completed my round in less than 2 minutes. I'm not sure exactly what about that moment was weeds, but he was clearly stressed and showing it. I think he's a poor choice to work Karaoke.
Food Issues:
Technical Issues:
Things We Need/Ideas:We need more Japanese pole dancers! That girl was CRAZY AWESOME! She had mad ninja skills on that pole!
Misc:I asked Ian when he got cut to please empty the trash in the men's room and stock all supplies into the understock under the sink. . . I went in an hour later to check and the trash was completely full and the towels were running out. . . No understock was there except for a roll of TP. I can't say for sure that he didn't complete the task, but it seems that is the case.
Saturday, September 25, 2010
Saturday Sept 25th
Date:Saturday Sept 25th
Event:Nerdeoke and Chaos Reigns Karaoke
Guest Issues:A guest was told by a female bartender that we had a $10 minimum on charge cards. She was very upset and asked to talk to a manager. I turned it over to Mel.
Service Issues:One cocktail wasn't enough for tonight so I helped Maria most of the night.
We had numerous res and host issues (more at res) that stem from the lack of a shift leader present at both stations on busy shifts. There are performance issues compounding the situation as well. We desperately need to restructure the deptarment so that we can have leadership present when needed and make host a week train as well as res being a week train. Training should end with a compentecy test and a certification follow with at least one full classroom for both training weeks. If we don't reign in our problems in our hospitality depts immediatly following FFest we're gonna have a hard time going into the holidays with a strong team.
Food Issues:
Technical Issues:skee ball 3 is wonky and it's 2 till. opener should check it out.
Skee ball 4 - the Solenoid (sp?) is still attached to the rocker bar but it had come loose so it's wiggling around instread of pulling the rocker bar and dropping the balls. Again. 5 till. . . can the opener take a look?
Things We Need/Ideas:We all need a nap. Nite nite. MUAH
Oh and I need a date with Elijah Wood. Get on that please. Thanks.
Misc:Zzzzzzzzzzzzzzzzzzzzzzzzzzzz. . .
Event:Nerdeoke and Chaos Reigns Karaoke
Guest Issues:A guest was told by a female bartender that we had a $10 minimum on charge cards. She was very upset and asked to talk to a manager. I turned it over to Mel.
Service Issues:One cocktail wasn't enough for tonight so I helped Maria most of the night.
We had numerous res and host issues (more at res) that stem from the lack of a shift leader present at both stations on busy shifts. There are performance issues compounding the situation as well. We desperately need to restructure the deptarment so that we can have leadership present when needed and make host a week train as well as res being a week train. Training should end with a compentecy test and a certification follow with at least one full classroom for both training weeks. If we don't reign in our problems in our hospitality depts immediatly following FFest we're gonna have a hard time going into the holidays with a strong team.
Food Issues:
Technical Issues:skee ball 3 is wonky and it's 2 till. opener should check it out.
Skee ball 4 - the Solenoid (sp?) is still attached to the rocker bar but it had come loose so it's wiggling around instread of pulling the rocker bar and dropping the balls. Again. 5 till. . . can the opener take a look?
Things We Need/Ideas:We all need a nap. Nite nite. MUAH
Oh and I need a date with Elijah Wood. Get on that please. Thanks.
Misc:Zzzzzzzzzzzzzzzzzzzzzzzzzzzz. . .
Friday, September 24, 2010
Sept 24th - Friday
Date:Sept 24th - Friday
Event:Zombie Roadkill, Flashlight Party - Pretty smooth night overall.
Guest Issues: We had a few 'a listers' in karaoke rooms that had far over capacity spilling out into the hallways. I cleared out the hallways, to their protests but explained that we couldn't serve rooms and the crowded hall presented a fire hazard.
Service Issues:
Food Issues:We had 3 big tops go down in less than an hour and the kitchen banged it out like consumate pros! WOOT!
Technical Issues:
Things We Need/Ideas:
Misc:Kristen was stuck (once again) doin far more than her share of sidework. It seems that servers lately are doing the bare minimum and then leaving. Are closers checking them out correctly?
Event:Zombie Roadkill, Flashlight Party - Pretty smooth night overall.
Guest Issues: We had a few 'a listers' in karaoke rooms that had far over capacity spilling out into the hallways. I cleared out the hallways, to their protests but explained that we couldn't serve rooms and the crowded hall presented a fire hazard.
Service Issues:
Food Issues:We had 3 big tops go down in less than an hour and the kitchen banged it out like consumate pros! WOOT!
Technical Issues:
Things We Need/Ideas:
Misc:Kristen was stuck (once again) doin far more than her share of sidework. It seems that servers lately are doing the bare minimum and then leaving. Are closers checking them out correctly?
Saturday, September 11, 2010
Saturday, Sept 11th
Date:Saturday, Sept 11th
Event:90's Dance Party with the Action Pack - slow night. Was the 3:30 res person and clocked in to Concierge at around 10pm (ish). The crowd was nice, lots of new faces. . . Just a little light on actual traffic.
Guest Issues:
Service Issues:
Food Issues:
Technical Issues:Bill (new busser) disappears for long enough that it's hard to tell if he's cut or still on. Frequently he does not bus to completion and leaves tables with a few pieces on it or unwiped. Servers have complained that he does not communicate with them at all or very little. I've coached him a bit on how we do things here but I feel it might be time for a manager to get involved.
After being cut from res and clocking into Concierge I went back to the res desk to let them know where some guests on the list were sat and the desk was abandoned. When Katrina came back I stressed that with two people on we should always have someone there to greet guests and attend to whatever they may need there. It's happening frequently enough that we need to keep an eye on it to make sure it's not a bad habit forming amongst the team.
Things We Need/Ideas:
Misc:
Mad Props: Nicole L. had a nice first night. One of her tables signed up on our wait list at the res desk for both bowling and karaoke. She let us know what names they were under and what table they were at. When the room became available I walked over to the table and let them know we had a room for them to which they replied - "How did you know where we are? How did you know we were on the list twice? This place is AWESOME, the service has been amazing." Such a great example of how just a little communication and teamwork spiced up with some great guest service can really make a guest's night. They arrived at around 7pm and were with us until almost 1am. Dinner, dessert, cocktails and Karaoke. . . Complete ticket and then some! If she can maintain this level of service and attention to detail. . . Hot tamale!
Event:90's Dance Party with the Action Pack - slow night. Was the 3:30 res person and clocked in to Concierge at around 10pm (ish). The crowd was nice, lots of new faces. . . Just a little light on actual traffic.
Guest Issues:
Service Issues:
Food Issues:
Technical Issues:Bill (new busser) disappears for long enough that it's hard to tell if he's cut or still on. Frequently he does not bus to completion and leaves tables with a few pieces on it or unwiped. Servers have complained that he does not communicate with them at all or very little. I've coached him a bit on how we do things here but I feel it might be time for a manager to get involved.
After being cut from res and clocking into Concierge I went back to the res desk to let them know where some guests on the list were sat and the desk was abandoned. When Katrina came back I stressed that with two people on we should always have someone there to greet guests and attend to whatever they may need there. It's happening frequently enough that we need to keep an eye on it to make sure it's not a bad habit forming amongst the team.
Things We Need/Ideas:
Misc:
Mad Props: Nicole L. had a nice first night. One of her tables signed up on our wait list at the res desk for both bowling and karaoke. She let us know what names they were under and what table they were at. When the room became available I walked over to the table and let them know we had a room for them to which they replied - "How did you know where we are? How did you know we were on the list twice? This place is AWESOME, the service has been amazing." Such a great example of how just a little communication and teamwork spiced up with some great guest service can really make a guest's night. They arrived at around 7pm and were with us until almost 1am. Dinner, dessert, cocktails and Karaoke. . . Complete ticket and then some! If she can maintain this level of service and attention to detail. . . Hot tamale!
Thursday, September 9, 2010
Thursday, sept 9th
Date:Thursday, Sept 9th
Event:Geeks and Salvation - Geeks was AWESOME. Salvation. . . Can we fire that buzz kill yet?
Guest Issues:Only one issue I saw. . . NO GUESTS!
Service Issues:Bill was missing for a hot lil minute this eve (about 10) and tables didn't get completely bussed or re set. Coltrain would like to see more communication from him.
Food Issues:
Technical Issues:
Things We Need/Ideas:
Misc:DEAD DEAD DEAD DEAD DEAD
Event:Geeks and Salvation - Geeks was AWESOME. Salvation. . . Can we fire that buzz kill yet?
Guest Issues:Only one issue I saw. . . NO GUESTS!
Service Issues:Bill was missing for a hot lil minute this eve (about 10) and tables didn't get completely bussed or re set. Coltrain would like to see more communication from him.
Food Issues:
Technical Issues:
Things We Need/Ideas:
Misc:DEAD DEAD DEAD DEAD DEAD
Monday, September 6, 2010
Sunday, September 5th
Date:Sunday, September 5th
Event:Virgo B-day with Table Manners - These mofos are on effing FIRE! Great event, great turnout, nice respectful crowd. . . Can we have them MUCH more often? I <3 Table Manners!
We were grossly understaffed though. Mad props to Jason for stepping out of his bowling shift and covering the Ballroom. It would have been impossible w/o him. Map props to our newest bartender - CHEVY!!! She rocked it back there! Insane props to the kitchen and bus crew that took over for our dishwasher. Props in a straight jacket for Kristen who both kicked ass at pin setting AND took care of many an opportunity we had behind the res desk. She showed great peer leadership and communicated with me and Chevy to keep it running smooth over there. Kick ass team work out there tonight.
That said. . . We did have quite a few issues
Guest Issues:A table was sat at 11:50ish for dinner and Lucas told them that he thought the kitchen was closed and on his way to the kitchen expressed his great displeasure at the hosts for seating menus so close to the kitchen closing and indicated he was going to the kitchen to get back up to his 'we can't serve you this late' philosophy. I told him that our kitchen is open till midnite so orders can go in all the way till and we should never tell a table that they cannot order during hours we tell our guests that the Kitchen is open. JJ told him too much was closed down and to tell them no while myself, W and Eric were all very adamant that this was not the case and should never be the case. If we find that this is an idea more than one server has I think we should address it at the next server meeting.
Service Issues:The host started the evening quite poorly. When I walked in for the first time there was no one there and guests waiting while looking around to find someone. I was out of uniform but told them I'd find someone. I ran up to the Res desk and told everyone there that guests needed help up front, to which they all replied 'I'm working res today'. Shortly after I clocked in they triple sat Kristen in around 30 seconds. When I tried to find out if it was intentional neither Galla nor Katrina was aware they had done it. Kristen got help from the servers so I got Chevy to come up with me as I told them what had gone wrong and that they had to be more on top of things and Chevy relayed that if expectations were not met there would be write ups. I got Katrina to run the stand and Galla to seat the guests and once they started playing defined roles it all smoothed out.
Katrina told a 23yr old guest it was okay to come in w/o her ID. I spoke brieflty with the guest, asked BDay, sign, if she was a member of law enforcement, etc just to make sure it wasn't a grievous error. Chevy told her later that it was unacceptable for a host to make that call w/o a manager or if no manager was avail then a door man or myself should be involved as a last resort.
Kristen caught a missed reservation and noticed a total break down of communication/teamwork at the res desk and stepped in. She told me and Chevy about it so I asked the res desk to play defined roles and went over the sequence of service again and asked them all to look it back over and tighten up the res desk. . . The night went much more smoothly after.
Food Issues:
Technical Issues: torn carpet near table 50 and the top floor green light for TR104 is out.
cigarette burn in Xanadu near corner of booth.
Things We Need/Ideas:Strong leadership at both the host and res desk every busy shift. Even if it's just a 'senior' member that's designated lead for the night we need someone preset at both position calling the shots. Kristen, Renee, Bryan and (usually) Cara are all capable and consistent.
Misc:
Event:Virgo B-day with Table Manners - These mofos are on effing FIRE! Great event, great turnout, nice respectful crowd. . . Can we have them MUCH more often? I <3 Table Manners!
We were grossly understaffed though. Mad props to Jason for stepping out of his bowling shift and covering the Ballroom. It would have been impossible w/o him. Map props to our newest bartender - CHEVY!!! She rocked it back there! Insane props to the kitchen and bus crew that took over for our dishwasher. Props in a straight jacket for Kristen who both kicked ass at pin setting AND took care of many an opportunity we had behind the res desk. She showed great peer leadership and communicated with me and Chevy to keep it running smooth over there. Kick ass team work out there tonight.
That said. . . We did have quite a few issues
Guest Issues:A table was sat at 11:50ish for dinner and Lucas told them that he thought the kitchen was closed and on his way to the kitchen expressed his great displeasure at the hosts for seating menus so close to the kitchen closing and indicated he was going to the kitchen to get back up to his 'we can't serve you this late' philosophy. I told him that our kitchen is open till midnite so orders can go in all the way till and we should never tell a table that they cannot order during hours we tell our guests that the Kitchen is open. JJ told him too much was closed down and to tell them no while myself, W and Eric were all very adamant that this was not the case and should never be the case. If we find that this is an idea more than one server has I think we should address it at the next server meeting.
Service Issues:The host started the evening quite poorly. When I walked in for the first time there was no one there and guests waiting while looking around to find someone. I was out of uniform but told them I'd find someone. I ran up to the Res desk and told everyone there that guests needed help up front, to which they all replied 'I'm working res today'. Shortly after I clocked in they triple sat Kristen in around 30 seconds. When I tried to find out if it was intentional neither Galla nor Katrina was aware they had done it. Kristen got help from the servers so I got Chevy to come up with me as I told them what had gone wrong and that they had to be more on top of things and Chevy relayed that if expectations were not met there would be write ups. I got Katrina to run the stand and Galla to seat the guests and once they started playing defined roles it all smoothed out.
Katrina told a 23yr old guest it was okay to come in w/o her ID. I spoke brieflty with the guest, asked BDay, sign, if she was a member of law enforcement, etc just to make sure it wasn't a grievous error. Chevy told her later that it was unacceptable for a host to make that call w/o a manager or if no manager was avail then a door man or myself should be involved as a last resort.
Kristen caught a missed reservation and noticed a total break down of communication/teamwork at the res desk and stepped in. She told me and Chevy about it so I asked the res desk to play defined roles and went over the sequence of service again and asked them all to look it back over and tighten up the res desk. . . The night went much more smoothly after.
Food Issues:
Technical Issues: torn carpet near table 50 and the top floor green light for TR104 is out.
cigarette burn in Xanadu near corner of booth.
Things We Need/Ideas:Strong leadership at both the host and res desk every busy shift. Even if it's just a 'senior' member that's designated lead for the night we need someone preset at both position calling the shots. Kristen, Renee, Bryan and (usually) Cara are all capable and consistent.
Misc:
Saturday, September 4, 2010
Saturday, Sept 4th
Date:Saturday, Sept 4th
Event:Intergalactic Prom - and like my prom no one stayed.
Guest Issues:Guests were pretty dang happy tonight!
Service Issues:Very very uneventful. Hosts did a much better job tonight.
Food Issues:
Technical Issues:
Things We Need/Ideas:
Misc:Happy happy joy joy.
Event:Intergalactic Prom - and like my prom no one stayed.
Guest Issues:Guests were pretty dang happy tonight!
Service Issues:Very very uneventful. Hosts did a much better job tonight.
Food Issues:
Technical Issues:
Things We Need/Ideas:
Misc:Happy happy joy joy.
Friday, September 3, 2010
Friday, September 3rd
Date:Friday, September 3rd
Event:Copa Kings early. . . Nothing late. . . We neeeeeeeeed events every Friday. It's slower than a Wednesday night out there. The holiday week-end contributed to how slow we are, I'm sure. School just getting back in as well. But WOW. It's sadville on the floor.
Guest Issues: Jonsey brought me a beer from paradise city that we don't serve here, so I informed Billie and grabbed Frank to assist her. She's becoming a pro at that game! It seems that we have more frequent problems with outside alcohol lately.
Service Issues:I observed Audrey seating a table that was not set and had not been wiped down. I grabbed a quat rag and wiped it down. When I went to grab silverware we had none rolled. I enlisted Billie, Mel and Coltrain to help roll enough to last the rush. Through-out the night tables were being sat unwiped or unset. Steven Paul was extremely flustered and asked me to say something to the host stand so I made a quick comment, hoping that would be enough. Tables started getting sat unset again moments later and Billie said something to the hosts about it. Later Siobhan was a little confrontational about it with me saying they had to because there was no rolled silver ware or glasses. I requested that next time silverware or glasses were out that they inform myself or a manager and then send someone from their team to help roll and get glasses out. I know that most people on the host/res team don't like to work the host stand, and it shows in the lack of pride and ownership up there. We desperately need someone in a leadership position (shift leader) that will actually discipline their team. Until that team has a shift leader present with them, directing them and course correcting it's going to get worse. But I digress. . .
Food Issues:
Technical Issues:
Things We Need/Ideas:
Misc:
Event:Copa Kings early. . . Nothing late. . . We neeeeeeeeed events every Friday. It's slower than a Wednesday night out there. The holiday week-end contributed to how slow we are, I'm sure. School just getting back in as well. But WOW. It's sadville on the floor.
Guest Issues: Jonsey brought me a beer from paradise city that we don't serve here, so I informed Billie and grabbed Frank to assist her. She's becoming a pro at that game! It seems that we have more frequent problems with outside alcohol lately.
Service Issues:I observed Audrey seating a table that was not set and had not been wiped down. I grabbed a quat rag and wiped it down. When I went to grab silverware we had none rolled. I enlisted Billie, Mel and Coltrain to help roll enough to last the rush. Through-out the night tables were being sat unwiped or unset. Steven Paul was extremely flustered and asked me to say something to the host stand so I made a quick comment, hoping that would be enough. Tables started getting sat unset again moments later and Billie said something to the hosts about it. Later Siobhan was a little confrontational about it with me saying they had to because there was no rolled silver ware or glasses. I requested that next time silverware or glasses were out that they inform myself or a manager and then send someone from their team to help roll and get glasses out. I know that most people on the host/res team don't like to work the host stand, and it shows in the lack of pride and ownership up there. We desperately need someone in a leadership position (shift leader) that will actually discipline their team. Until that team has a shift leader present with them, directing them and course correcting it's going to get worse. But I digress. . .
Food Issues:
Technical Issues:
Things We Need/Ideas:
Misc:
Thursday, September 2, 2010
Thursday, September 2nd
Date:Thursday, September 2nd
Event:Geeks and Karaoke
Guest Issues:
Service Issues:There was a little confusion at the beginning of geeks with table numbers but it smoothed out quickly.
At one point the host stand made cuts on the maps differently between the host stand and server well maps, leading to a misunderstanding between two servers but they course corrected well and turned it into a learning experience for new hires Galla and Aimee.
Food Issues:
Technical Issues:
Things We Need/Ideas:
Misc:Caitlin spent a lot of time playing on her phone tonight. Whenever the door from the kitchen would open she'd hide it and try to look like she wasn't. Most of the night she was seated on the folding chair that's back there. Can we replace it with a folding step stool to remove temptation? At one point Kristen came out and complained to me that no one was letter her know to turn off lanes that were no longer sat, so I asked Caitlin to please relay that information in a timely manner to the Pinsetter. Caitlin responded that she didn't know which ones were sat because no one had come to tell her the lanes were up.
Event:Geeks and Karaoke
Guest Issues:
Service Issues:There was a little confusion at the beginning of geeks with table numbers but it smoothed out quickly.
At one point the host stand made cuts on the maps differently between the host stand and server well maps, leading to a misunderstanding between two servers but they course corrected well and turned it into a learning experience for new hires Galla and Aimee.
Food Issues:
Technical Issues:
Things We Need/Ideas:
Misc:Caitlin spent a lot of time playing on her phone tonight. Whenever the door from the kitchen would open she'd hide it and try to look like she wasn't. Most of the night she was seated on the folding chair that's back there. Can we replace it with a folding step stool to remove temptation? At one point Kristen came out and complained to me that no one was letter her know to turn off lanes that were no longer sat, so I asked Caitlin to please relay that information in a timely manner to the Pinsetter. Caitlin responded that she didn't know which ones were sat because no one had come to tell her the lanes were up.
Wednesday, September 1, 2010
Wednesday, September 1st
Date:Wednesday, September 1st
Event:Serious Dance Party SO DEAD.
Guest Issues: Sooooo. . . I was on the phone with 911 today for the second time this week. They must think I'm stalking them. 3 guests got up from the bar and started to walk to the door when one of them passed out cold right behind the host stand. They had trouble getting him up and right when they got him around their shoulders he started to have a seizure. he seized for around 30 seconds and they laid him on the ground. I ran to get some towels and he came to and was in the back seat of their Tahoe when Devin called 911 on his cel. I convinced them to make him wait while Devin started the 911 call up. I got on with 911 so Devin could get back to his lanes and sat with them while we waited for the ambulance to arrive. I relayed to the driver that his seizure lasted 30 seconds and that it had been approx 7 minutes since and then left it in their capable hands.
Service Issues:
Food Issues:
Technical Issues:
Things We Need/Ideas:
Misc:
Event:Serious Dance Party SO DEAD.
Guest Issues: Sooooo. . . I was on the phone with 911 today for the second time this week. They must think I'm stalking them. 3 guests got up from the bar and started to walk to the door when one of them passed out cold right behind the host stand. They had trouble getting him up and right when they got him around their shoulders he started to have a seizure. he seized for around 30 seconds and they laid him on the ground. I ran to get some towels and he came to and was in the back seat of their Tahoe when Devin called 911 on his cel. I convinced them to make him wait while Devin started the 911 call up. I got on with 911 so Devin could get back to his lanes and sat with them while we waited for the ambulance to arrive. I relayed to the driver that his seizure lasted 30 seconds and that it had been approx 7 minutes since and then left it in their capable hands.
Service Issues:
Food Issues:
Technical Issues:
Things We Need/Ideas:
Misc:
Saturday, August 28, 2010
Saturday, August 28
Date:Saturday, August 28
Event:90's Dance Party with
Guest Issues:There were 'self seating' table tents on 72-75 and as the early birds for the dance party showed up they completely took over that section. Lucas was understandably a little frustrated. I removed the tents and moved 75 to a table in the ballroom and the Billsterina got 72 to close out with the bar and open up with Lucas (woot, Billie!). We need to make sure when moving the tall tables to that section that they do not have self seating tents on them. Going forward I'll check.
Service Issues:none
Food Issues:
Technical Issues:Our interdimensional site to site matter teleportation device is offline. Please inform engineering to replicate the nessecary parts.
Things We Need/Ideas:
Misc:Res desk is requesting an Aloha terminal for behind the desk. Servers tie up the terminal for extended periods and make it difficult to enter lanes/rooms in a timely manner. I realize this is a pretty large expense but something I think we should consider for the future. It could prevent res from forgetting to enter a lane that's on 'the back burner' while servers enter orders/split checks and streamline the process back there overall.
Event:90's Dance Party with
Guest Issues:There were 'self seating' table tents on 72-75 and as the early birds for the dance party showed up they completely took over that section. Lucas was understandably a little frustrated. I removed the tents and moved 75 to a table in the ballroom and the Billsterina got 72 to close out with the bar and open up with Lucas (woot, Billie!). We need to make sure when moving the tall tables to that section that they do not have self seating tents on them. Going forward I'll check.
Service Issues:none
Food Issues:
Technical Issues:Our interdimensional site to site matter teleportation device is offline. Please inform engineering to replicate the nessecary parts.
Things We Need/Ideas:
Misc:Res desk is requesting an Aloha terminal for behind the desk. Servers tie up the terminal for extended periods and make it difficult to enter lanes/rooms in a timely manner. I realize this is a pretty large expense but something I think we should consider for the future. It could prevent res from forgetting to enter a lane that's on 'the back burner' while servers enter orders/split checks and streamline the process back there overall.
Friday, August 27, 2010
Friday, August 27
Date:Friday, August 27
Event:Record breaking! (If I hear Lady Gaga one more time Ima break that record.)
Guest Issues:
Service Issues:Servers continue to have trouble maintaining a high level of guest service on the 200's behind the lanes. Aren't we making that a section in it's own right?
Food Issues:
Technical Issues:
Things We Need/Ideas:Let's rename the skee ball machines from 104 to Dorothy, Rose, Blanche and Sophia. We can use Rose's malfunctioning to predict Betty White's death and publish the article in the Onion or Weekly World News.
We need more poke stick's for Sophia's 100 hole.
Translation:May we get more drum sticks for skee ball 1's 100 hole?
Misc:A short anecdote to leave you with. I was walking up the stairs to Karaoke when I heard a late 40's woman in ropers and cowboy boots tell her friend on the phone in a VERY thick Texan accent. 'Oh my gaaaaaaaaawd! This place is SO CUTE! You would just looooove it! (every sentence dripping with sweet tea and bar b que sauce). Hmmm hmmm. Yeh, right by the Alamo on SoLa. It's called Highbaaaalls.'
Event:Record breaking! (If I hear Lady Gaga one more time Ima break that record.)
Guest Issues:
Service Issues:Servers continue to have trouble maintaining a high level of guest service on the 200's behind the lanes. Aren't we making that a section in it's own right?
Food Issues:
Technical Issues:
Things We Need/Ideas:Let's rename the skee ball machines from 104 to Dorothy, Rose, Blanche and Sophia. We can use Rose's malfunctioning to predict Betty White's death and publish the article in the Onion or Weekly World News.
We need more poke stick's for Sophia's 100 hole.
Translation:May we get more drum sticks for skee ball 1's 100 hole?
Misc:A short anecdote to leave you with. I was walking up the stairs to Karaoke when I heard a late 40's woman in ropers and cowboy boots tell her friend on the phone in a VERY thick Texan accent. 'Oh my gaaaaaaaaawd! This place is SO CUTE! You would just looooove it! (every sentence dripping with sweet tea and bar b que sauce). Hmmm hmmm. Yeh, right by the Alamo on SoLa. It's called Highbaaaalls.'
Wednesday, August 25, 2010
Wednesday, August 25
Date:Wednesday, August 25
Event: Geeks - Was pretty tame. Servers did faboo.
Guest Issues:
Service Issues:
Food Issues:
Technical Issues:
Things We Need/Ideas:Age policy on out outgoing phone message needs to be changed. Can we also put our age policy in larger bold font in reservation e-mails? We're having a few misunderstandings with guests.
Can we use our host/res to flyer guests leaving the alamo on key nights (wed all day happy hour and 2.50 tx pint thurs come to mind)?
Mad Props: Shly is doing great and gets better every day.
Misc:
Event: Geeks - Was pretty tame. Servers did faboo.
Guest Issues:
Service Issues:
Food Issues:
Technical Issues:
Things We Need/Ideas:Age policy on out outgoing phone message needs to be changed. Can we also put our age policy in larger bold font in reservation e-mails? We're having a few misunderstandings with guests.
Can we use our host/res to flyer guests leaving the alamo on key nights (wed all day happy hour and 2.50 tx pint thurs come to mind)?
Mad Props: Shly is doing great and gets better every day.
Misc:
Sunday, August 22, 2010
Sunday, August 22
Date:Sunday, August 22
Event:Meet The Andersons - Practically standing room only. Nice tame crowd, the servers did well adapting to all the extra tables that had to be added.
Guest Issues:
Service Issues:Caitlin sat a lane w/o checking to see if it was bussed or cleaned and went ahead and sat it dirty. Kristen was understandably a little frustrated.
Food Issues:
Technical Issues:Skee ball 1 is a little needy b:0tch.
Things We Need/Ideas:We really could use more tables. Whenever we have an event in the ballroom that requires the use of tables it seems we rob most of dining for it. Although we didn't NEED them in dining tonight, it just looked empty and uninviting. It would be nice to have them for the inevitable Thursday when both geeks and dining is booming.
Misc:
Event:Meet The Andersons - Practically standing room only. Nice tame crowd, the servers did well adapting to all the extra tables that had to be added.
Guest Issues:
Service Issues:Caitlin sat a lane w/o checking to see if it was bussed or cleaned and went ahead and sat it dirty. Kristen was understandably a little frustrated.
Food Issues:
Technical Issues:Skee ball 1 is a little needy b:0tch.
Things We Need/Ideas:We really could use more tables. Whenever we have an event in the ballroom that requires the use of tables it seems we rob most of dining for it. Although we didn't NEED them in dining tonight, it just looked empty and uninviting. It would be nice to have them for the inevitable Thursday when both geeks and dining is booming.
Misc:
Saturday, August 21, 2010
Saturday, August 21st
Date:Saturday, August 21st
Event:Glow in the Dark Party - as per our usual Saturday, the minute the music got loud all of the ballroom and dining started asking for checks. Could we make more money from sat tables drinking and dining that are enjoying the atmosphere than the first hour of dance party drinkers filtering in? Should we limit the volume of an event until the kitchen closes? What is the meaning of life? What is 6 x 7? 42. Yes the answer is 42. . . Wait. I'm sorry, can you repeat the question?
Guest Issues: Mata saw someone she recognized as a minor she had drawn x's onto and pointed her out. She and her boyfriend were both consuming alcoholic beverages (she had an olde thyme lemonade). I asked to see her ID again, apologizing in advance if it was a case of mistaken identity. When she presented her ID the birthdate was 9/29/89. I told them they both had to surrender their beverages as told them they had to leave. Billy walked up as I did and asked if they'd closed out their tab at the bar (thanks for catchin' that detail, Billie-girl! Mental note made.) and he indicated that they had. They were polite and left quietly.
Service Issues:
Food Issues:
Technical Issues:Henri had the projector turned off for the glow in the dark dance party, then wanted it back on. . . It wouldn't come back on w/o a hard reset.
There was a 3-5 minute space of silence when there was an audio complication.
Things We Need/Ideas: On Saturday night we really could use an 8 host. Even with the mid coming in at 4 it can get a bit hairy and we could cut the 4 much earlier with an 8 in, keeping the host team fresh, sharp and energetic.
Misc:
Mad Props:Lucas got sat with a 12, a 15 and a 30 person party all within a 15 minute period. he asked for assistance from Billie, Ryan and myself whenever he needed it. He always had specifics of what he needed and when we came back with orders from tables he took them when able and when weeded had us add them to tabs. He always had a smile for every table and was warm and curteous even when completely weeded. Mad props to Billie and Ryan for such a strong presence on the floor! Mad props to Lucas for asking for the right help at the right time and never letting them see him sweat!
Heather got a fantastic compliment from a couple earlier in the night. 'The best bartender ever.' Great guest service! Woot-eye!
Mad props to my bed for being so soft and comforting. I can't wait to crawl into it!
Till tomorrow. MUAH!
Event:Glow in the Dark Party - as per our usual Saturday, the minute the music got loud all of the ballroom and dining started asking for checks. Could we make more money from sat tables drinking and dining that are enjoying the atmosphere than the first hour of dance party drinkers filtering in? Should we limit the volume of an event until the kitchen closes? What is the meaning of life? What is 6 x 7? 42. Yes the answer is 42. . . Wait. I'm sorry, can you repeat the question?
Guest Issues: Mata saw someone she recognized as a minor she had drawn x's onto and pointed her out. She and her boyfriend were both consuming alcoholic beverages (she had an olde thyme lemonade). I asked to see her ID again, apologizing in advance if it was a case of mistaken identity. When she presented her ID the birthdate was 9/29/89. I told them they both had to surrender their beverages as told them they had to leave. Billy walked up as I did and asked if they'd closed out their tab at the bar (thanks for catchin' that detail, Billie-girl! Mental note made.) and he indicated that they had. They were polite and left quietly.
Service Issues:
Food Issues:
Technical Issues:Henri had the projector turned off for the glow in the dark dance party, then wanted it back on. . . It wouldn't come back on w/o a hard reset.
There was a 3-5 minute space of silence when there was an audio complication.
Things We Need/Ideas: On Saturday night we really could use an 8 host. Even with the mid coming in at 4 it can get a bit hairy and we could cut the 4 much earlier with an 8 in, keeping the host team fresh, sharp and energetic.
Misc:
Mad Props:Lucas got sat with a 12, a 15 and a 30 person party all within a 15 minute period. he asked for assistance from Billie, Ryan and myself whenever he needed it. He always had specifics of what he needed and when we came back with orders from tables he took them when able and when weeded had us add them to tabs. He always had a smile for every table and was warm and curteous even when completely weeded. Mad props to Billie and Ryan for such a strong presence on the floor! Mad props to Lucas for asking for the right help at the right time and never letting them see him sweat!
Heather got a fantastic compliment from a couple earlier in the night. 'The best bartender ever.' Great guest service! Woot-eye!
Mad props to my bed for being so soft and comforting. I can't wait to crawl into it!
Till tomorrow. MUAH!
Friday, August 20th
Date:Friday, August 20th
Event:last minute Placebo Effect
Guest Issues:We had trouble getting a birthday party in Halulu that was very slow getting out. I offered to get their cake and put it in our Ballroom with a big booth reserved for them. When I asked what the name on the cake was a gent in the back said 'It's the one I gave you earlier'. At the beginning of the night a fella that looked very similar had handed me a cake for a party happening much later that they had booked a reservation for, and I put it in the walk in. So I went to the walk in where I had placed it and. . . It was gone! I ran around like a chicken with my head cut off and finally with Damon's help I located it on the lanes, half eaten. I walked up to Halulu and was apologizing profusely, offering them the world when Damon popped in with a totally different cake and the birthday girl says 'Ohmigawd that's my cake!'. For scaring the poop out of them we got them a round of birthday cake shots. I am a fracking retard.
What's better than winning a silver medal in the special olympics?
Not being a retard.
Yes I just closed with a tacky joke.
Service Issues: see above retardation and stupidity.
Food Issues:
Technical Issues: the railing at the top of the stairs on the guest entrance to Karaoke is starting to come off of the wall. . . Potential hazard.
Things We Need/Ideas: We need more tall chairs for our coctail tables. maybe 3 per table? It seems that every night we end up with several w/o chairs and a few with 4 around them.
Misc:
Event:last minute Placebo Effect
Guest Issues:We had trouble getting a birthday party in Halulu that was very slow getting out. I offered to get their cake and put it in our Ballroom with a big booth reserved for them. When I asked what the name on the cake was a gent in the back said 'It's the one I gave you earlier'. At the beginning of the night a fella that looked very similar had handed me a cake for a party happening much later that they had booked a reservation for, and I put it in the walk in. So I went to the walk in where I had placed it and. . . It was gone! I ran around like a chicken with my head cut off and finally with Damon's help I located it on the lanes, half eaten. I walked up to Halulu and was apologizing profusely, offering them the world when Damon popped in with a totally different cake and the birthday girl says 'Ohmigawd that's my cake!'. For scaring the poop out of them we got them a round of birthday cake shots. I am a fracking retard.
What's better than winning a silver medal in the special olympics?
Not being a retard.
Yes I just closed with a tacky joke.
Service Issues: see above retardation and stupidity.
Food Issues:
Technical Issues: the railing at the top of the stairs on the guest entrance to Karaoke is starting to come off of the wall. . . Potential hazard.
Things We Need/Ideas: We need more tall chairs for our coctail tables. maybe 3 per table? It seems that every night we end up with several w/o chairs and a few with 4 around them.
Misc:
Thursday, August 19, 2010
Date: Thursday, August 19th
Event: Geeks/Karaoke Salv/Last Ex afterparty
It died quickly after geeks (as usual).
Guest Issues: Had a couple of tables looking for Sean. I served table 55 most of their stay and moved them into a karaoke room.
Mikey had a table that had gone to the bar so I took their drink and food orders and made sure they ordered from the table by making myself present for them.
Both servers struggled with their sections tonight.
Zach had a room walk on part of their tab. It was the same group I had pay out for Sean while he was weeded in dining (they stiffed him).
Service Issues: See above.
Food Issues:
Technical Issues:
Things We Need/Ideas:
Misc: Love y'all! MUAH!
Event: Geeks/Karaoke Salv/Last Ex afterparty
It died quickly after geeks (as usual).
Guest Issues: Had a couple of tables looking for Sean. I served table 55 most of their stay and moved them into a karaoke room.
Mikey had a table that had gone to the bar so I took their drink and food orders and made sure they ordered from the table by making myself present for them.
Both servers struggled with their sections tonight.
Zach had a room walk on part of their tab. It was the same group I had pay out for Sean while he was weeded in dining (they stiffed him).
Service Issues: See above.
Food Issues:
Technical Issues:
Things We Need/Ideas:
Misc: Love y'all! MUAH!
Wednesday, August 18, 2010
Wednesday, August 18th
Date:Wednesday, August 18th
Event:Wendy Beathard - Sat on her phone, did not engage what little of a crowd she brought in at all. The disco was a nice change but probably not anything our crowd will appreciate.
Guest Issues: Coltrain approached me with a Smirnoff Ice bottle she found in Xanadu while the room was still occupied. I took the bottle to Billy and she gently informed the room that the bottle had been found and that they had to leave. They admitted that they brought it in and that it was consumed as part of a practical joke. Two of the men were very upset and were verbally agressive with Billy (she had Mahmood and me with her in case she needed back up). Billy explained plainly and without raising her voice that it was against the law and we could face steep fines and risk our license. Their responses were 'You're making a huge mistake', 'We spend tons of money here.', and 'This is bullshit!' The only woman in the room ended up raising her voice and then throwing a temper tantrum outside the front door. As a whole they were mocking and very sarcastic but did leave when asked.
Service Issues:
Food Issues:
Technical Issues: Lane 4 went down repeatedly at the beginning of their time (the first 45 minutes of 2 hours) so we moved them to lane 3 and comped an hour of their time.
Things We Need/Ideas:
Misc: Very slooooooooooooooooow night overall.
Event:Wendy Beathard - Sat on her phone, did not engage what little of a crowd she brought in at all. The disco was a nice change but probably not anything our crowd will appreciate.
Guest Issues: Coltrain approached me with a Smirnoff Ice bottle she found in Xanadu while the room was still occupied. I took the bottle to Billy and she gently informed the room that the bottle had been found and that they had to leave. They admitted that they brought it in and that it was consumed as part of a practical joke. Two of the men were very upset and were verbally agressive with Billy (she had Mahmood and me with her in case she needed back up). Billy explained plainly and without raising her voice that it was against the law and we could face steep fines and risk our license. Their responses were 'You're making a huge mistake', 'We spend tons of money here.', and 'This is bullshit!' The only woman in the room ended up raising her voice and then throwing a temper tantrum outside the front door. As a whole they were mocking and very sarcastic but did leave when asked.
Service Issues:
Food Issues:
Technical Issues: Lane 4 went down repeatedly at the beginning of their time (the first 45 minutes of 2 hours) so we moved them to lane 3 and comped an hour of their time.
Things We Need/Ideas:
Misc: Very slooooooooooooooooow night overall.
Sunday, August 15, 2010
Sunday, August 15
Date: Sunday, August 15
Event: Copa Kings - ooooh sooooo smoooooooth.
Guest Issues:
Service Issues: Maria needed a lot of help tonight with her section. She seems to get weeded much more often than most servers.
Food Issues: There was a Dewberry Farms Fried Chicken that got burnt. While the guest waited on his remake I got him an order of the baked oysters and a pelligrino comped with Billie's approval.
Technical Issues:
Things We Need/Ideas:
Misc: The busiest Sunday I've ever seen, though still quite slow. We got a pop after the Eat, Pray, Love screening got out.
Shly started bussing today. It's great to have her smiling face on the floor. She's learning quickly and eagerly. YAY!
Mad Props: Katrina and I told every table we sat about the daily drink special. We saw a lot more movement on our special (sig coctail) over previous Sundays in my memory. Mad props to Katrina for being on board with my experiment. She commented that it made her feel more involved with the dining room as well.
Event: Copa Kings - ooooh sooooo smoooooooth.
Guest Issues:
Service Issues: Maria needed a lot of help tonight with her section. She seems to get weeded much more often than most servers.
Food Issues: There was a Dewberry Farms Fried Chicken that got burnt. While the guest waited on his remake I got him an order of the baked oysters and a pelligrino comped with Billie's approval.
Technical Issues:
Things We Need/Ideas:
Misc: The busiest Sunday I've ever seen, though still quite slow. We got a pop after the Eat, Pray, Love screening got out.
Shly started bussing today. It's great to have her smiling face on the floor. She's learning quickly and eagerly. YAY!
Mad Props: Katrina and I told every table we sat about the daily drink special. We saw a lot more movement on our special (sig coctail) over previous Sundays in my memory. Mad props to Katrina for being on board with my experiment. She commented that it made her feel more involved with the dining room as well.
Saturday, August 14, 2010
Saturday, August 7th
Date: Saturday, August 7th
Event: 80's Dance party
Guest Issues:We had a mix up on Audrey Lusher due to a double booking by the reservation bookers. It could have been caught but the opener missed the double booking, so we had to push her back and hour and into a smaller room. We comped her room fees.
Party for a guest's 40th birthday in the trip got bumped back due to a misunderstanding and then another party came up and misrepresented themselves as the 40th on the wait list, thus bumping them back again. We got them the next available room and Damon bought them a round and gave them a $50 gift card, saving the day! Mad props, Damon!
Service Issues: Two very large parties on the lanes asked Susie and Patrick to split up checks almost 12 ways a piece, occupying them both for over 15 minutes each. Susie suggested that we implement a policy of splitting a check no more than 6 ways. I think this would expediate service on the lanes and the faster service would outweigh the inconvenience to the few lanes a night that ask for unreasonably large splits. It's not an uncommon policy at most restaurants. I guess it really just depends on which perspective we prefer to be a part of our culture.
When big tops are being pulled together servers are using the pivot system differently. It causes a little confusion at the tables but overall most servers are present to make sure food is not being auctioned off.
Food Issues: Kitchen was pretty on point tonite! You go guys!
Technical Issues: Skee Ball 1 is malfunctioning frequently and usually needs to be powered down and then back up. . . Sould the repeated on & off be wearing it out faster?
Justin Timberlake - Rock Your Body is not showing any graphic just playing the sound. A few Beyonce songs had the same problem.
Things We Need/Ideas:We need at least 20 more menus made. some may not fit in the host stand on slow days but we can hold a back stock for busy nites so that we have enough for all diners on Friday and Saturday.
Misc: A guest cut his finger in the men's room when a pint glass that was precariously balanced on a urinal fell and deeply cut his finger and thumb. His girlfriend was in the men's with him doctoring his thumb so I firmly stated that she had to go and offered my help. They both left and a couple of guys said some lewd things about her and followed them out. I got Frank and introduced them to him in case the guys from the men's room were inappropriate again. His fingers continued to bleed so Damon had me fill out an incident report and we sent them to pro-med to make sure he received the appropriate medical attention.
Props/shout outs: Mad props to Mahmood. He noticed two guests playing skeeball all nite a week or so ago saving up for pint glasses, and by the time they had enough we were out of pint glasses. Mahmood took cards from both of them and then turned them over to me today to call them and let them know they had come in. We are holding them in the res desk in the upper storage in a bowling ball box for guests named Karen and Tiffany. Thank-you to Mahmood for going above and beyond!
Event: 80's Dance party
Guest Issues:We had a mix up on Audrey Lusher due to a double booking by the reservation bookers. It could have been caught but the opener missed the double booking, so we had to push her back and hour and into a smaller room. We comped her room fees.
Party for a guest's 40th birthday in the trip got bumped back due to a misunderstanding and then another party came up and misrepresented themselves as the 40th on the wait list, thus bumping them back again. We got them the next available room and Damon bought them a round and gave them a $50 gift card, saving the day! Mad props, Damon!
Service Issues: Two very large parties on the lanes asked Susie and Patrick to split up checks almost 12 ways a piece, occupying them both for over 15 minutes each. Susie suggested that we implement a policy of splitting a check no more than 6 ways. I think this would expediate service on the lanes and the faster service would outweigh the inconvenience to the few lanes a night that ask for unreasonably large splits. It's not an uncommon policy at most restaurants. I guess it really just depends on which perspective we prefer to be a part of our culture.
When big tops are being pulled together servers are using the pivot system differently. It causes a little confusion at the tables but overall most servers are present to make sure food is not being auctioned off.
Food Issues: Kitchen was pretty on point tonite! You go guys!
Technical Issues: Skee Ball 1 is malfunctioning frequently and usually needs to be powered down and then back up. . . Sould the repeated on & off be wearing it out faster?
Justin Timberlake - Rock Your Body is not showing any graphic just playing the sound. A few Beyonce songs had the same problem.
Things We Need/Ideas:We need at least 20 more menus made. some may not fit in the host stand on slow days but we can hold a back stock for busy nites so that we have enough for all diners on Friday and Saturday.
Misc: A guest cut his finger in the men's room when a pint glass that was precariously balanced on a urinal fell and deeply cut his finger and thumb. His girlfriend was in the men's with him doctoring his thumb so I firmly stated that she had to go and offered my help. They both left and a couple of guys said some lewd things about her and followed them out. I got Frank and introduced them to him in case the guys from the men's room were inappropriate again. His fingers continued to bleed so Damon had me fill out an incident report and we sent them to pro-med to make sure he received the appropriate medical attention.
Props/shout outs: Mad props to Mahmood. He noticed two guests playing skeeball all nite a week or so ago saving up for pint glasses, and by the time they had enough we were out of pint glasses. Mahmood took cards from both of them and then turned them over to me today to call them and let them know they had come in. We are holding them in the res desk in the upper storage in a bowling ball box for guests named Karen and Tiffany. Thank-you to Mahmood for going above and beyond!
Friday, August 13, 2010
Friday, August 13th
Date: It's Friday the 13th, BABY!
Event: Ummmmm. . . What event? sigh.
Guest Issues: We had a lane very upset about the ball return on our lanes. 'Your dining room is fabulous but your lanes suck.' They were upset that they didn't finish their game. We let them get back on and finish their game and I got them an hour of Karaoke card so that they could try out another of our amenities.
Service Issues: The servers did great tonight.
Food Issues: None I encountered.
Technical Issues: Skee ball 2 had it's coin sensor in upside down. . . weird.
Things We Need/Ideas: When bussers wipe down a table with a wet quat rag they should follow with a dry right before setting the table. a few tables were wet when sat.
Misc: Both Coltrain and Jason Stevens mentioned to me how proud they were of their trainees and how well educated they already are. To quote 'I feel like they're more fully trained than we are'. Such a testament to Jem's class room sessions. Would it be worthwhile to get all our servers at least the hand-outs from his classes?
Our new support trainee has already learned all the tables in dining and was working independently a few hours into his shift. When his hands were full he moved quickly and with purpose. When empty he moved a bit too slow (barely) but was surveying the dining room like a hawk. He pre-bussed and always said 'excuse my reach' when taking empties off a table. Mahmood had nothing but good things to say about him and spoke with him about upping his sense of urgency, but this was a minor concern, especially on someone's first day being so good.
Event: Ummmmm. . . What event? sigh.
Guest Issues: We had a lane very upset about the ball return on our lanes. 'Your dining room is fabulous but your lanes suck.' They were upset that they didn't finish their game. We let them get back on and finish their game and I got them an hour of Karaoke card so that they could try out another of our amenities.
Service Issues: The servers did great tonight.
Food Issues: None I encountered.
Technical Issues: Skee ball 2 had it's coin sensor in upside down. . . weird.
Things We Need/Ideas: When bussers wipe down a table with a wet quat rag they should follow with a dry right before setting the table. a few tables were wet when sat.
Misc: Both Coltrain and Jason Stevens mentioned to me how proud they were of their trainees and how well educated they already are. To quote 'I feel like they're more fully trained than we are'. Such a testament to Jem's class room sessions. Would it be worthwhile to get all our servers at least the hand-outs from his classes?
Our new support trainee has already learned all the tables in dining and was working independently a few hours into his shift. When his hands were full he moved quickly and with purpose. When empty he moved a bit too slow (barely) but was surveying the dining room like a hawk. He pre-bussed and always said 'excuse my reach' when taking empties off a table. Mahmood had nothing but good things to say about him and spoke with him about upping his sense of urgency, but this was a minor concern, especially on someone's first day being so good.
Thursday, August 12, 2010
Thursday, August 12th
Date: Thursday, August 12th
Event: Geeks Who Drink & Scott Pilgrim After Party
Guest Issues: Comped a round of drinks for two tables to compensate for asking them to move so that Universal could have a reserved table that was not used.
Service Issues: During Geeks food was ran to incorrect tables and had to be 'auctioned' too frequently because we used a new floor plan. This is a pattern for Geeks events, so to prevent this from occurring any further (at Damon's request) I will make a new floor chart every geeks night that the floor chart does not reflect one of our laminated maps and distribute copies to the server well, host station and Expo.
Food Issues: We had a bit of a back up at the beginning of Geeks, but caught back up about halfway through. Everyone really pitched in to run, great teamwork! There were a few instances of food being taken out of the window while the expo was around the corner w/o the ticket being stabbed. Anchoring our Expo in position and proactively calling for more runners quickly corrected and prevent the problem from re-occurring.
Technical Issues: A projector went out in the Ballroom.
Things We Need/Ideas: Are we going to restock matches anytime soon? Host stand has requested a small toothpick dispenser so that we can accommodate guest who requests them, we have been offering them in a box, but w/o individually wrapped ones or a dispenser it break health code.
Misc: Mad props to Susie for recognizing a situation on the lanes tonight and catching a minor drinking. Chivonn descended upon them like a fierce Valkyrie and slew the minor in question as well as his Mondo Tee accomplice! Well less with the slaying and more with kicking thier lil' behinds out of Valhalla and back to the cold north of Midgard.
Event: Geeks Who Drink & Scott Pilgrim After Party
Guest Issues: Comped a round of drinks for two tables to compensate for asking them to move so that Universal could have a reserved table that was not used.
Service Issues: During Geeks food was ran to incorrect tables and had to be 'auctioned' too frequently because we used a new floor plan. This is a pattern for Geeks events, so to prevent this from occurring any further (at Damon's request) I will make a new floor chart every geeks night that the floor chart does not reflect one of our laminated maps and distribute copies to the server well, host station and Expo.
Food Issues: We had a bit of a back up at the beginning of Geeks, but caught back up about halfway through. Everyone really pitched in to run, great teamwork! There were a few instances of food being taken out of the window while the expo was around the corner w/o the ticket being stabbed. Anchoring our Expo in position and proactively calling for more runners quickly corrected and prevent the problem from re-occurring.
Technical Issues: A projector went out in the Ballroom.
Things We Need/Ideas: Are we going to restock matches anytime soon? Host stand has requested a small toothpick dispenser so that we can accommodate guest who requests them, we have been offering them in a box, but w/o individually wrapped ones or a dispenser it break health code.
Misc: Mad props to Susie for recognizing a situation on the lanes tonight and catching a minor drinking. Chivonn descended upon them like a fierce Valkyrie and slew the minor in question as well as his Mondo Tee accomplice! Well less with the slaying and more with kicking thier lil' behinds out of Valhalla and back to the cold north of Midgard.
Wednesday, August 11, 2010
Wednesday, August 11
Date: Wednesday, August 11
Event: Big Poppa benefit - smallish crowd but the band was good and the crowd was jovial.
Guest Issues:
Service Issues: An 8 top was sat in dining and none of the tables were set. None of the servers greeted them for 5 minutes until Leary noticed and brought it to my attention. He took the table and I set the tables in dining with Kristen.
Food Issues:
Technical Issues:
Things We Need/Ideas: On Saturdays we typically have a 9am a 2pm and a 6pm closing host. This typically means that the 2pm has to stay till midnite to ensure proper coverage. Adding an 8pm to close would ensure that the 2pm gets cut before they fizzle out and that the host stand has ample coverage during the bulk of our dinner rush.
Misc: I called Yellow Cab twice tonight and both dispatchers recognized my voice and knew the address when I said 'The HighBall'. The cabs came quickly and waited for a few minutes for our guests to finish up and come out. If we have to call a cab I suggest them 452-9999.
Event: Big Poppa benefit - smallish crowd but the band was good and the crowd was jovial.
Guest Issues:
Service Issues: An 8 top was sat in dining and none of the tables were set. None of the servers greeted them for 5 minutes until Leary noticed and brought it to my attention. He took the table and I set the tables in dining with Kristen.
Food Issues:
Technical Issues:
Things We Need/Ideas: On Saturdays we typically have a 9am a 2pm and a 6pm closing host. This typically means that the 2pm has to stay till midnite to ensure proper coverage. Adding an 8pm to close would ensure that the 2pm gets cut before they fizzle out and that the host stand has ample coverage during the bulk of our dinner rush.
Misc: I called Yellow Cab twice tonight and both dispatchers recognized my voice and knew the address when I said 'The HighBall'. The cabs came quickly and waited for a few minutes for our guests to finish up and come out. If we have to call a cab I suggest them 452-9999.
Sunday, August 8, 2010
Saturday, August 7th
Date: August 7th
Event: Step Up 4 Ever
Guest Issues: Coffee was spilled on a guest, comped his entree.
Service Issues: Taira had a lot of difficulty in the ballroom before the event. Billie and I helped out most of the evening.
Food Issues: Extremely long ticket times from the kitchen. 25 minutes for an order of onion rings - comped the rings. The hosts were not informing kitchen of big tops going down, two went down at once followed shortly by a 3rd. I'm sure that contributed.
Technical Issues: Skee ball 2 was being a needy lil monster last night and ate many a quarter. Skee ball 4's wires going to the coin sensor are barely there, probably need replacing.
Things We Need/Ideas: Stocked the last of our sugar in the raw into the server well. We need more ordered ASAP
Misc:
Event: Step Up 4 Ever
Guest Issues: Coffee was spilled on a guest, comped his entree.
Service Issues: Taira had a lot of difficulty in the ballroom before the event. Billie and I helped out most of the evening.
Food Issues: Extremely long ticket times from the kitchen. 25 minutes for an order of onion rings - comped the rings. The hosts were not informing kitchen of big tops going down, two went down at once followed shortly by a 3rd. I'm sure that contributed.
Technical Issues: Skee ball 2 was being a needy lil monster last night and ate many a quarter. Skee ball 4's wires going to the coin sensor are barely there, probably need replacing.
Things We Need/Ideas: Stocked the last of our sugar in the raw into the server well. We need more ordered ASAP
Misc:
Subscribe to:
Posts (Atom)