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.
Wednesday, September 29, 2010
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:
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