MLK location only: 812 N. Dr. M.L.K. Jr. Dr.
Take the business we can handle. Control the door. Follow the service tier.
This policy applies to 3rd shift employees working at George Webb Restaurant, 812 N. Dr. M.L.K. Jr. Dr.
This location is open 24 hours and has important late-night business from downtown customers, workers, hotel guests, convention visitors, delivery drivers, and regular customers. We want to take as much of that business as we can properly handle.
Because of late-night crowd control, staffing, and order-volume issues, this location uses service tiers on 3rd shift. The manager sets the service tier and door-control plan. Employees must follow the tier in effect.
Employees may not create their own service rules. Employees may not decide on their own to stop buzzing customers in when buzz-in carryout orders are allowed. If the tier allows carryout orders, carryout orders must be accepted.
Poor late-night service, refusing carryout orders, refusing to buzz customers in when required, or keeping customers out without proper reason causes lost sales, complaints, bad Google reviews, and damage to our business.
MLK 3rd shift service tiers are as follows:
- Tier 1 - Full Service: Dine-in service, walk-in carryout orders, online order carryouts, and 3rd party pickup/delivery orders. The front door is unlocked unless the manager sets a different door-control plan. This requires enough staff and the right conditions to handle the dining room, cashier station, kitchen, dishes, carryouts, and delivery orders. Tier 1 is not currently the normal 3rd shift service level at MLK unless the manager approves it.
- Tier 2 - Carryout-Only Service: Walk-in carryout orders, online order carryouts, and 3rd party pickup/delivery orders. No dine-in service. The door-control plan is set by the manager. If the door is locked and Tier 2 is in effect, employees must buzz customers in to place walk-in carryout orders at the cashier station or by handheld. Employees may not decide on their own to stop buzzing customers in. Food is packaged to go. Payment must be collected in advance. Restrooms are not available.
- Tier 3 - Online Pickup and Delivery Service: Online order carryouts and 3rd party pickup/delivery orders only. No dine-in service and no walk-in carryout orders, unless approved by the manager. The door-control plan is set by the manager. Pickup customers and delivery drivers may be buzzed in or handled at the door. This tier may be used only when staffing, order volume, or door control makes walk-in carryout ordering difficult to manage.
Service tier chart:
| Service Level | Dine-In Service | Walk-In Carryout Orders | Online Order Carryouts | 3rd Party Pickup/Delivery Orders | Door Control | Restrooms |
|---|---|---|---|---|---|---|
| Tier 1 Full Service |
✓ | ✓ | ✓ | ✓ | No Door Control | ✓ |
| Tier 2 Carryout-Only Service |
X | ✓ | ✓ | ✓ | Door-control plan set by manager. If locked, customers are buzzed in to place walk-in carryout orders. | X |
| Tier 3 Online Pickup and Delivery Service |
X | X unless manager approves |
✓ | ✓ | Door-control plan set by manager. Pickups/drivers may be buzzed in or handled at door. | X |
Door control under Tier 2:
- The manager sets the service tier and door-control plan.
- Sunday through Thursday, when two or more employees are on duty, the door is normally unlocked.
- Friday and Saturday, when only two employees are on duty, the door is locked/buzz-in because late-night crowds can become too much for two employees to control.
- Friday and Saturday, when three or four employees are on duty, the door is normally unlocked for the whole shift.
- A locked door under Tier 2 does not mean customers are turned away. Customers are still buzzed in to place walk-in carryout orders.
- Employees may not decide on their own to stop buzzing customers in.
Staffing and service guidelines:
- Tier 1 Full Service depends on the time of day, customer volume, employee ability, and manager approval. It is not based only on the number of employees.
- The main 3rd shift goal is Tier 2 Carryout-Only Service.
- With one employee on duty, the door may remain locked, but Tier 2 should still be used when the employee can reasonably handle buzz-in carryout orders.
When buzzing someone in, say:
"I can let you in to place a carryout order, but please do not let anyone else in behind you."
Do not tell customers things like:
- "We're not taking orders."
- "You can't come in."
- "We're only doing DoorDash."
- "We're not doing carryouts."
- "You have to order online."
- "We're too busy."
- "The cook is cleaning the grill."
- "We're changing shifts."
- "We already cashed out."
These comments push customers away, cost us sales, and create bad customer experiences.
If dine-in service is closed, say: "I'm sorry, but this location is carryout only overnight. You are welcome to place an order, and we will package it to go."
Restrooms are not available during restricted overnight service unless dine-in service is open or the manager gives a specific instruction otherwise.
Employees must stay calm and professional. Do not argue, insult customers, raise your voice, physically confront anyone, or escalate the situation.
By signing this training, I acknowledge that I have read and understand this policy. I understand that I must follow the service tier and door-control plan set by the manager, control the door when the door is locked, take approved carryout orders, and not create my own service rules. I understand that violating this policy may result in discipline, up to and including discharge.
Certification of Training
Please sign click here .