Friday PM Recap 9/22/17

Written By: Leary

LY Dinner Sales:  7833
TY Dinner Sales:  7649
+/- :  -184,  -2%
Dinner Covers: 264
Avg PPA:  28.97

Weather: Warm and muggy

Special events?:

Who worked:
Cindy, Renee, Kelly, Johnny, Dusten CL, Annie & Kelly H, Beorn SA, Brennan FR, Alyssa Cktl

Flow of Business, Cuts and Ticket Times:
It was an on/off flow tonight. Didn't fill up until almost 620. The wait had several ups and downs throughout the night. 45 min peaks and 20 min lows. Started winding down after 10, and came off the wait seating an 8-top at 1015. Ticket times were good. Kitchen had a pretty hard pop early on through the shift. Everything came out in a timely manner. Had them remake 1 kara age that was a little dark, but everything else I saw leave the kitchen looked good.

Quote times were good most of the night, but we did have some campers that caused a few tables to go over their quote time. Most were just a few minutes, but 1 table hit 18 min over their quote time. They were happy once sat with a couple free apps.

-Dusten misplaced 2 credit cards during a mass payout in his section. We were looking everywhere. I gave up on finding them and went over to tell the ladies dinner was on us, and we lost their cards and right when I finished Dusten walked over with the cards in question. I ended up giving them each Kome Bucks for the inconvenience of waiting for us to find them. The were luckily very understanding an nice about the whole situation.

-Our 7pm reservation texted at 630 to cancel. I called and left a message saying I was confirming the cancellation and there would be a $30 fee applied to the card. He called back and started giving me an earful and basically said he made the reservation this morning online and cancelled it 30 minutes later and thought is was ridiculous that were going to charge him for that. I told him that there was a transaction log for his reservation, and it looked like it was made over the phone with Chelsea last night. He said that was impossible. He then yelled at his wife in the background and she confirmed that she did in fact make last night over the phone. He then said they left a message on the phone before we opened saying they needed to cancel. There was no message left on the machine. I apologized to him, but let him know the fee is automatic with same day cancellations. He said how ridiculous that was, and I explained that I've already turned down 2 parties that wanted that 7 pm time slot tonight and that's why we have the cancellation fee. He at that point said he was tired of talking about it and hung up me.

-Had another issue with parties combining forces to sit in the party room and skip the wait. A lady told Annie she was a party of 4, and Annie quoted a 45 min wait. I guy from the party then asked Annie if the party room was available, and she said that in fact a party just cancelled. He then said that they were actually going to be a party of 6. Annie said ok let us get it set up for you. She saw the guy approach a 2 top that was walking in and asked if they wanted to join them and then skip the wait. When she let me know I looked in the lobby and saw them all with big smiles laughing and joking while you could see the frustration growing on the faces of people patiently waiting in lobby. There was also a 5 top next on the list that had been waiting for over 40 min. I approached the original 4-top and let them know that we were going to seat another table in the party that had been waiting on the list, and let them know that for a 6 person table it would be over an hour wait. The 2 top immediately jumped ship and asked if they could get on the wait for 2. The guy from the 4-top said, I guess we're going to have to go somewhere else. I let him know it would only be 45 minutes for a 4-top and that we serve drinks. He asked if I'd be buying them, and I said no. I apologized that the plan didn't work out, but ultimately my priority is to the customers that have been waiting for 40+ minutes. They left, the 2 top stayed. The 2-top was complaining to Annie that while they were dealing with me several tables skipped ahead of them and got on the wait. I apologized and assured them it would be a 5 minute difference at most. I checked with the 2-top at the end of their meal to make sure the food and service were good. They were happy. I apologized about to initial start, and the guy admitted that it was the right move, and if he had been waiting and seen that happen he would have been pissed. I thanked him for his understanding.         

Specials:
Mabo Tofu- 10
Salad Special- 16
Nigiri Set- 13
Whole Aji- 1

3 Staff members that stood out (why/how):
-Had a bottles contest and Alyssa crushed it.
-Finally had my sit down with Annie, and it went well. It took an hour, but no fighting or crying so I call that a win. In all seriousness, I did go through the list of recent incidents mentioned in the blog and outlined how I would prefer those moments to be handled. Also discussed the overall issues with making management decisions without involving management, and being defensive/argumentative when feedback is given. I let her know I was putting her cocktail training on hold until I see a few weeks of improvement in those areas. She surprisingly said the assessment was fair, and she would work on turning it around. Hopefully so.    

Any VIP's in?
-Jason & Susan
-Julian & Nona
-Julian from Daruma

Comps& Void Detail:
-DNL for an okonomiyaki, guest said it tasted too much like a hot dog, that's a new one
-Recovery for an edamame and shumai for the 4 top that went over their quote time
-EMP day for Julian (Daruma) and friends
-DNL for an Agedashi that some regulars sent back. Followed with Vince who agreed that the texture seemed a little off with the recent packages. I ordered one for dinner and it seemed normal.
-FNF for 4 zatoichis for Julian's table
-Kome Bucks for table with lost cards
-Kome Bucks for Alyssa's contest prize

R&M needs:

86'd items/ need more: Ordered more employee coffee. Should be here on Sunday.