Concourse Training Checklist Modification .docx

General _____ Clocking in/out Do not stand at the front desk unless directed to Not permitted to clock in more than five minutes prior to scheduled time Procedure to follow if they forget to clock in/out On Lane/Approach Walk down Lane 1 walkway to explain: _____ Pin numbers Talk about respots...

General _____ Clocking in/out Do not stand at the front desk unless directed to Not permitted to clock in more than five minutes prior to scheduled time Procedure to follow if they forget to clock in/out On Lane/Approach Walk down Lane 1 walkway to explain: _____ Pin numbers Talk about respots _____ How to walk down the gutter caps _____ Camera systems Cover how not to trip camera sensors when walking down the cap Procedure to follow if they accidentally reset the lane, open play vs league play _____ Oil (application and purpose) Oil is what makes the surface slippery, which is why we cannot walk on the lane The oil protects the wood and keeps the lane conditions consistent for our leagues Show where the oil stops on a normal house pattern, and note that it sometimes changes Highlight that we NEVER tell a customer that we have changed anything about the oil We don’t do respots for open play. _____ Dead wood /Ball _____ Arrows _____ Foul line and foul lights Foul lights are on for both competitions and open play If the customer asks for the foul lights to be turned off, then the proper explanation is that we must keep them on for insurance purposes When cleaning approaches, never go past the foul line with the approach mop No stepping on the foul light cover when walking down caps Information _____ Shoe sizes (men/women) and proper distribution Every bowler must rent shoes unless they brought their own _____ Bowling balls (colors/weights/smart ball) Demonstrate usage of smart ball system Show where 6 lb. balls are located Only small children, handicap bowlers, etc.. No adults unless specified. _____ Ball ramps Who uses them (small children, handicap bowlers, etc.) Show what to do if the ball ramps come apart _____ Wheelchair ramp, purpose _____ Putting away shoes _____ Approach cleanup, demonstration Lane etiquette: Do not walk up next to someone that is about to bowl Bowling/Keypad Open Lane 1 to explain: _____ Qubica menu _____ Warning screen _____ Score corrections _____ Adding and removing a frame _____ Entering names _____ Reset button _____ Time left on lane, top left Bowlers Circle/Concourse Go to Lanes 1 and 2 to explain: _____ Surf board tables _____ Table and high-top alignment _____ Couch alignment and cleaning Do not slide couches—only move to readjust position (we do not want to scratch the floor) _____ Table cleaning Review Rags, Colors and Chemicals used Orange – Bar Blue – Snack Bar Green – Tables, Concourse Yellow – Approaches, Spills, Concourse Black - Mechanics _____ Chair placement Where to put chairs if the cushion is coming loose _____ Napkin dispenser placement and refill _____ “Wet Floor” signs and mats Emphasize the importance of spills. This includes a bowler ruining their shoes, or worse, slipping and falling. Be on the lookout for spills throughout all areas of the center. Review proper cleaning of the approach Snack Bar/Lounge Go to snack bar and lounge area to explain: _____ Ice bin location and usage If the ice machine gets below ¼ full, the mechanic needs to be notified _____ Cardboard storage and disposal responsibilities Keep all cardboard out of sight of our customers _____ Changing a soda box Never change a soda box that is full or still have syrup. _____ Dishes Dishes that go in the sinks behind the bar vs. which dishes go in the sinks in the snack bar prep area _____ Running food Make it a habit to always glance at the snack bar when you walk by If there is food on the counter, grab and take to the lane number that is written on the ticket. Verify Food with customer before placing down. Tickets can also have Pager and lane number Learn to place on robot Be sure to get ketchup for anything that has fries, and plates for any pizzas and Speedy’s. _____ Changing A Keg Review storage of empty Kegs ____________________________________________________________________________ Restrooms Go to EVERY restroom to explain: _____ Protocol for entering Politely check if anyone is in the opposite sex restroom prior to entering _____ Toilet paper Removing and installing _____ Paper towels Removing and installing How to tell if the batteries are dead in the dispenser _____ Hand soap Refilling if empty How to ensure power is turned on _____ Replacing air freshener _____ Unlocking a locked stall _____ Emptying trashcans and sanitary bags _____ Bathroom checklist sheet Concourse Give guided tour throughout concourse to explain: _____ Being alert and aware when walking concourse. Applies to all employees. “Court vision theory”: Leader of a basketball team must see the whole court Listening for certain sounds (such as a rake getting hit or a flavor of soda going empty) Looking for suspicious activity, See something Walking up to those who look like they need help and offering to assist them Looking down at the floor (“The Cypress Scoop”). Never walk by trash and not pick it up. Having a clean center is everyone’s responsibility. _____ Cleaning ball racks and maintaining displays Do not stuff an extra house ball where it does not fit. There are enough racks for every ball to fit correctly. _____ Wiping wood trims and around statues _____ Cleaning glass (windows, doors, vending machines) Using paper towels instead of rags to clean glass—show the difference _____ Cleaning high top legs _____ Washing trash cans _____ Time left on lane ____________________________________________________________________________ Opening Procedures _____ Review Opening Checklist _____ Cleaning parking lot _____ Turning on scoring monitors _____ Turning on TVs _____ Unlocking front doors _____ League paperwork League Play _____ Learning league courtesy _____ Determining an active game _____ Collecting league envelopes _____ Knowing when to clean and reset tables _____ Envelops and Standing Sheets Cleaners _____ Usage of cleaners (when to use disinfectant and/or glass cleaner) _____ Refilling of all cleaner bottles _____ New empty bottle storage/location Miscellaneous _____ White party tables: location, usage, proper setup and takedown _____ Banquet tables: location, usage, proper setup and takedown _____ “Lost and Found” procedures _____ Rag color/department explanation ____________________________________________________________________________ Closing Procedures _____ Review Closing Checklist _____ Returning all house balls to racks _____ Aligning all tables, chairs, and couches _____ Emptying/cleaning ashtrays _____ Turning off scoring monitors _____ Turning off TVs _____ Locking front doors _____ Taking all dishes to bar/snack bar area Helping in the Snack Bar _____ Reading tickets/running food _____ Cleaning tables in lounge (Day Time) _____ Ensuring tables in lounge are set properly and stocked Helping at the Front Desk _____ Giving change _____ Basic understanding of Conqueror (lane availability, time left on lane) _____ Using the call box and understanding the purpose/intended recipient of different calls _____ Reading/understanding league standing sheets _____ Answering phones Proper phone etiquette Assisting with questions on parties, and reservations. This includes general knowledge on each, as well who which team member to direct the call to provide the guest with the best answer. Front Desk Station Learn to turn the lanes on and off for the following types of play: Open Play League Play Practice Turning Pinspotters/Pinsetters On/Off Learn to turn the pinspotters/Pinsetters on and off Bumpers Learn to raise and lower the bumpers on the lanes Entering Names Learn to enter bowler names into the scoring system at the POS console Transferring lanes Learn to transfer bowlers scores from one lane to another Changing Scores Learn to change bowlers scores at the POS console Printing Score Sheets Machine Stop Calls (See Lane Procedures) ___ Learn to recognize the basic machine stop calls, translating the customer’s description into the correct terminology for our tracking. Rake 180 90 Ball Return Re-spot Off Spot Full Rack Dead wood Scoring ___ Learn to complete a Control Counter Stop Sheet based on the above lane calls. ___ Learn the process for calling a machine stop using the headset or in-center system. Learn to print a bowlers score sheet at the POS Console ___ Demonstrate your knowledge of machine stops by calling them when you are training at the front counter. ____ Front Desk acknowledge lane calls In Center Entertainment Review the modifications made from day to evening times at your center to create a diverse bowling atmosphere. Focus areas should include: Time of change Learn to turn on screens/videos Demonstrate your ability to setup for Rockin Bowl Types of Bowlers ___ With your Trainer, review the different types of bowling. Focus areas should include: Group Events – Organized but controlled somewhat by the center, i.e. corporate events, birthday parties, Rockin’ Bowl, tournaments, etc. Open Play – Casual bowling, open to the public, not part of a contracted, structured or organized event. League Play – Organized and structured bowling, scheduled for 12-36-week seasons. Can be competitive or fun. Age groups vary. ___ With your Trainer, review the different expectations of each type of bowler. Focus areas should include: Group Events – High service level from catering, to amenities, to cleanliness. Open Play – High service level from food ordering and delivery to cleanliness. League Play –Interaction with the bowlers must include names since they are in the center weekly. ___ With your Trainer, review the peak group event, open play, and league times in your center. Providing Upscale Service ___ Discuss the following points with your Trainer. Guest service offering a “WOW” experience is our mission Guests come into Cypress Lanes with the expectation of enjoying a great experience complemented with excellent food and beverage products and ongoing attention. Guests always receive on-going attention. Center Pricing ___ Discuss product prices with your Trainer. Bowling Rate and breakdown by the minute or hourly rate Shoe rental Post-Pay versus Pre-Pay – when does each occur Review Daily Deals Handling Phone Calls ___ With your Trainer, discuss the proper way to answer the phone, place a guest on hold, and transfer the call. ___ Review the Phone Script Opening and Closing times – Prices – Lane availability., ___ Explain how much two guests would pay during the day for 90 minutes of bowling and 2 pairs of rental shoes. ___ Review frequently asked questions with your Trainer to ensure you are comfortable addressing when a guest calls. If unsure ask. Headsets/ Radios ___ Review policy for headsets: Use Responsibility Storage when not on shift New hire acknowledgement of completion: I have been properly trained to successfully execute each of the above tasks, and would feel comfortable performing them on my own. Signature: ___________________________________________ Date: _____________ Trainer acknowledgement of completion: I have instructed the new hire on each of the above tasks, and feel comfortable with their knowledge and understanding on how to perform them with excellence. Signature: ____________________________________________ Date: _______________ Congratulations on completing your training! We are confident that you will be an asset to our team and center, and know that our guests will appreciate you as much as we do! Term Meaning Approach The maple area where the bowler stands and delivers Arrows Seven aiming points marked on the lane Ball Return Mechanism by which the ball is returned to the bowler after being thrown down the lane Blind A score marked for an absent team member Boards What the lanes are made of – there are 39 across Brooklyn The wrong side of the headpin Conversion To make any spare Dead Ball An ineffective ball or one that has literally stopped on the lane or gutter Dead Wood A pin that is lying down on the lane or gutter Pin Deck Where the pins sit Dots Markers on the approach, relating to aiming/arrows Gutter / Channel The depressed area on the side of the lane, where the ball goes if it leaves the lane surface Handicap Pins added to the scratch score to allow competition between varied averaged bowlers Head Pin The pin in the front Hook A ball that curves Pinsetter The machine that sets pins Release Letting the ball go from the hand, immediately before the follow-through Rental Shoes Bowling shoes provided by the bowling center for customer use Settee Area Area where the bowlers sit or wait for their turn to bowl, which is located off the approach behind the ball return. Shot The pattern of oil on the lanes Sleeper A pin directly behind another pin in a straight line Smart Ball System House ball system that is used to help new bowlers find a ball that fits Spare A knockdown of all pins in one frame with two deliveries Split Two or more pins that are separated by more than a ball’s width Stance The first position taken by the bowler, to include the holding of the ball, the position of the feet and the distribution of weight. Starting Position Position at the locator dots where the bowler assumes the stance Strike A knockdown of all the pins with the first ball in a frame Sweep / Rake The device that clears the pins between throws Turkey Three strikes in a row Basic Lane Information Approach- Where the bowler stands and walks to throw the ball down the lane Bowler’s Circle- The wooden area before the approach where the bowlers can sit between frames Lane- The area between past the foul line where the ball travels and knocks down pins Deck- The area where the pins are set and stand Gutters- Channels on both sides of the lane, if a ball goes into a gutter the score is always a zero Pinsetter- The machine that picks up and sets down pins in between shots Pins- White Sticks at the end of the lane that get knocked down to accumulate score. There are 10 pins on the lane, numbered 1-10. It is VERY IMPORTANT to know pin numbers so you are able to communicate to the mechanics correctly Sweep or Rake- The black bar that is lowered, to sweep away any pins on the deck or in the gutters Masking Unit- Boards at the end of the lane that block the view of the pinsetter from the customers Common Lane Service Calls “90”- When the sweep has lowered but has stopped before sweeping the pins into the pit “180”- When the sweep has swept the pins into the pit and the pinsetter has not set a new rack of pins “Hanging Pins”- When the pinsetter picks up the standing pins and the knocked down pins are swept away, but gets stuck with the pins hanging above the deck. “Black Out”- When the pinsetter shuts off during play. Characterized by the deck light shutting off during a game without a staff member manually shutting the lane off “Re-spots”- When a pin has fallen over and needs to be stood back up by a mechanic Ball Return- When a ball is thrown, makes it to the pit, but does not return to the customer Dead wood- A pin that has slid past the sweep’s reach and is laying on either the lane or in the gutter Dead Ball- A ball that did not make it to the pins and has stopped on the lane or in the gutter Lane Call Procedures When making calls over the radio make sure you clearly enunciate your words to make sure everyone will be able to understand what you are calling! The following calls are all called back the same way: 90 180 270 Hanging Pins Black Out Ball Return These calls should all be called back by saying the name of call followed by on which lane it is on then repeating the call to ensure mechanics understood the call For Example: “180 on 35, 180 on 35” or “Ball Return on 7, Ball Return on 7” Dead Wood For front desk: When a customer informs you of a dead wood on their lane, instruct your concourse worker to walk down to the specified lane and have them hold up on their bowling For Concourse: When you get to the lane, have the bowler stop bowling and then see how far forward the pin is. If the pin cannot get swept back but is close to the rake, make sure the bowlers have stopped bowling and call it back to the mechanics, “Dead Wood on 28, Dead Wood on 28, they are holding up on their bowling”. This lets the mechanics know that it is safe for them to get the pin. If the pin is closer to the camera, then mechanics will not be able to get it from the back, so have the bowlers hold up on bowling and then carefully walk down the gutter caps, the wide gray panels in between lanes, if needed you will have to step over the camera, grab the pin, then slide the pin into the pit. Re-spots A re-spot occurs when a pin that is supposed to be standing is not. There are 2 ways to call this back. The first way is when all the pins that are supposed to be up are not. You will call this back by saying the word re-spot, followed by the number of the pins that need to be standing then followed by the lane number, then as always with every call you will repeat it. It is very important when calling back re-spots that you NEVER say the word ‘Pin” due to over the radio is sounds like you are saying “Ten” which makes the mechanics think that you need the ten pin added to the lane as well. An Example of the correct way to call back this re-spot is: “Re-spot the 2-5-9 on Lane 35, Re-spot the 2-5-9 on Lane 35” The other type of re-spot call is when some of the pins that are supposed to be standing have fallen down but the rest are standing. For example, under the definition of re-spot on page 3 the picture is showing that the 7 and 10 are still standing but the 4 has fallen over. You would call this back by saying the word add, then the pin number, to what is standing on whichever lane the re-spot needs to occur. An Example of the way to correctly call this back is: “Add the 4 to what is standing on Lane 2, Add the 4 to what is standing on Lane 2”