The B.o.b.'s Host Final Exam (Front Desk)

Front 1

Please give the telephone number for The B.O.B.

Back 1

[phone]

Front 2

Please give the fax number for The B.O.B.

Back 2

[phone]

Front 3

List the show times, age restrictions, and prices of the shows in Dr. Grins (summer prices).

Back 3

Thursday: 9 pm, 18+, $5
Friday: 8 pm and 10:30 pm, 21+, $10
Saturday: 8 pm and 10:30 pm, 21+, $10

Front 4

What is The B.O.B.'s general dress code?

Back 4

No sweatshirts
No sweatpants
No white undershirts
No baggie or oversized clothing
No torn or soiled clothing
No do-rags, wave-caps, or towels
Large chains/jewelry must be tucked in

Front 5

What is the dress code of Crush?

Back 5

Form fitting clothes mandatory
Foot-wear must be in new/like-new condition
No work style boots
No baseball style hats
No stocking hats or beanies without a brim
No sports themed apparel
No pants with excessive adornment
Hoodies must compliment overall outfit
Clothes may not be heavily branded with logos or brand names

Front 6

What is the dress code of Eve?

Back 6

Dress to impress, business casual, everything listed under The B.O.B.'s general dress code and the dress code of Crush.

Front 7

Is there ever a cover charge? If so, when and how much?

Back 7

Yes.

Thursday:
Ladies 18+ $10 starting @ 9
Ladies 21+ free all night
Guys 21+ $5 starting @ 11

Friday:
$5 for 21+
Starts @ 9 for guys, @ 11 for ladies

Saturday:
$5 for 21+ starting @ 9 for guys and ladies

Sunday:
$10 for minors with a college ID starting @ 9
$20 for minors without a college ID starting @ 9
$5 for 21+ starts @ midnight for ladies and guys

Front 8

Where are the public restrooms located?

Back 8

They are located toward the front of the building near the elevator on every floor but the first floor.

Front 9

Where is the B.O.B. parking located?

Back 9

Parking is located on Ottawa Street (it's a one-way).

Front 10

What time is parking free?

Back 10

Parking is free on Sundays and after 9 pm.

Front 11

List the prices for parking.

Back 11

Monday - Thursday: $3
Friday and Saturday: $7
Sunday: Free

Front 12

What are the age requirements after 9 pm?

Back 12

21+ except on college nights Thursday and Sunday.

Front 13

List the names, general locations, and atmosphere or cuisine of all the other Gilmore Collection properties. (12)

Back 13

Bluewater Grill:
Northland Drive, Grand Rapids
Lakeside/Wood-fire Grill

Bostwick Lake Inn:
Rockford
Lakeside/Ice Cream/Shore Store

Flat River Grill:
Lowell
Cozy/Club-like/Wood-fire Grill

Kirby House:
Grand Haven
3-in-1 Lakeshore

Mangiamo's:
East Town
Italian Restaurant/Historic Mansion

Nick Fink's:
Comstock Park
Bar

Red Jet Cafe:
Plainfield
Cafe/Breakfast Den

Redstone Inn:
Colorado
Fitness Center/Resort/Restaurant

Rose's:
East Grand Rapids
Lakeside/Wood-fire Grill

Rose's Express:
East Grand Rapids
Rose's Food to Go

K2:
Grand Haven
Italian/American/Wood-fire Grill

Grill Room:
Grand Haven
Steakhouse

Front 14

List the names, floor, description/atmosphere, and hours of operation of each entity found within the B.O.B. (16)

Back 14

BOB's Brewery
LL
Small Plates
Wed 5 - 10
Thu 4 - 10 (Mug Club)
Fri 5 - 11
Sat 5 - 11

Bottle Lodge
LL
Wine Cellar
By Reservation 2 Weeks in Advance

BOB's House of Brews
LL
Microbrewery
Wed 5 - 10
Thurs 4 - 10
Fri 5 - 11
Sat 5 - 11

Crush
1F
Top 40's/Nightclub
Thurs 10 - 2
Fri 9 - 2
Sat 9 - 2
Sun 10 - 2

Judson's
1F
Steakhouse
Mon-Sat 5 - 11

Gilly's
1F
Small Plates/Oyster Bar
Mon-Thu 5 - 10
Fri-Sat 5 - 11

Bobarino's
2F
Italian/American Grill
Mon-Thu 11:30 - 10
Fri 11:30 - 11(Late Night 11 - 1)
Sat 2 - 11(Late Night 11 - 1)
Sun 3 - 9

Skyy Deck
2F
Outside Patio
Summer; Same Hours as Bobarino's

Monroe Room
2F
Lounge/Banquet Facility
By Reservation/Same Hours as Bobarino's

Top of the B.O.B.
3F
Banquet Facility
By Reservation

Alcove Room
3F
Banquet Facility
By Reservation

East Room
3F
Banquet Facility
By Reservation

Corporate
4F
Offices
Mon-Fri 9 - 5

Eve
4F
Techno Nightclub
Fri 11 - 2
Sat 11 - 3

Naked Room
4F
VIP/Lounge
Same Hours as Eve

Heat Room
4F
VIP/Lounge
Same Hours as Eve

Front 15

Please list the regularly scheduled events/entertainment at The B.O.B. on Monday. (3)

Back 15

Happy Hour @ Bobarino's from 2 - 6
Happy Hour @ Gilly's from 4 - 6
Pool League @ Bobarino's from 7 - finish

Front 16

Please list the regularly scheduled events/entertainment at The B.O.B. on Tuesday. (3)

Back 16

Happy Hour @ Bobarino's from 2 - 6
Happy Hour @ Gilly's from 4 - 6
Poker League @ Bobarino's from 7 - finish

Front 17

Please list the regularly scheduled events/entertainment at The B.O.B. on Wednesday. (3)

Back 17

Happy Hour @ Bobarino's from 2 - 6
Happy Hour @ Gilly's from 4 - 6
Wine Down Wednesday @ The B.O.B. from 4 - close

Front 18

Please list the regularly scheduled events/entertainment at The B.O.B. on Thursday. (7)

Back 18

Happy Hour @ Bobarino's from 2 - 6
Happy Hour @ Gilly's from 4 - 6
Mug Club @ B.O.B.'s Brewery from 4 - close
Live Music @ Bobarino's from 8:30 - 12:30
Comedy Show @ Dr. Grin's @ 9
DJ and Dancing @ Crush from 10 - 2
Spotlight Singer Series @ Gilly's from 7 - 10

Front 19

Please list the regularly scheduled events/entertainment at The B.O.B. on Friday. (7)

Back 19

Happy Hour @ Bobarino's from 2 - 6
Happy Hour @ Gilly's from 4 - 6
Comedy Shows @ Dr. Grin's @ 8:30 and 10
Live Music @ Bobarino's from 9:30 - 1:30
DJ and Dancing @ Crush from 9 - 2
DJ and Dancing @ Eve from 11 - 2
DJ and Dancing @ B.O.B.'s Brewery from 11 - 2

Front 20

Please list the regularly scheduled events/entertainment at The B.O.B. on Saturday. (6)

Back 20

Happy Hour @ Bobarino's from 2 - 6
Comedy Shows @ Dr. Grin's @ 8 and 10:30
Live Music @ Bobarino's from 9:30 - 1:30
DJ and Dancing @ Crush from 9 - 2
DJ and Dancing @ Eve from 11 - 3
DJ and Dancing @ B.O.B.'s Brewery from 11 - 2

Front 21

Please list the regularly scheduled events/entertainment at The B.O.B. on Sunday. (3)

Back 21

Happy Hour @ Bobarino's from 3 - 6
DJ and Dancing @ Crush from 10 - 2
Trivia Night @ Bobarino's from 9 to 10

Front 22

Please list the first and last name and extension of the chief financial officer.

Back 22

Rick Thomas ext. 15

Front 23

Please list the first and last name and extension of the general manager of Eve.

Back 23

Nick West ext. 52

Front 24

Please list the first and last name and extension of the promotions, marketing, and special events general manager.

Back 24

Kim Lemmen-Braat ext. 49

Front 25

Please list the first and last name and extension of the building general manager.

Back 25

Carey McMahon ext. 18

Front 26

Please list the first and last name and extension of the head of maintenance.

Back 26

Jack Ensley (no extension)

Front 27

Please list the first and last name and extension of the brew master.

Back 27

John Svoboda ext. 35

Front 28

Please list the first and last name and extension of the corporate training manager.

Back 28

Marcy McMahon ext. 48

Front 29

Please list the first and last name and extension of the security manager.

Back 29

Brian Alicki ext. 50

Front 30

Please list the first and last name and extension of the guest services manager.

Back 30

Lue Bryant ext. 53

Front 31

Please list the first and last name and extension of the general manager of Bobarino's.

Back 31

John Zokoe ext. 29

Front 32

Please list the first and last name and extension of the general manager of Judson's.

Back 32

Freddy Shier ext. 23

Front 33

Please list the first and last name and extension of the general manager of Crush.

Back 33

Nick West ext. 52

Front 34

Please list the first and last name and extension of the general manager of B.O.B.'s Brewery.

Back 34

Michael Bonarek (no extension)

Front 35

Please list the first and last name and extension of the corporate receptionist (also handles credit card issues).

Back 35

Kristy Wabeke ext. 10

Front 36

Please list the first and last name and extension of the general manager of VIP bottle service.

Back 36

Angela Shea ext. 32

Front 37

We never allow the phone to ring more than ___ times.

Back 37

We never allow the phone to ring more than 3 times.

Front 38

Explain our policy and procedure for incoming telephone calls for employees.

Back 38

Take a message from the caller, explain to them that the employee will contact them when they are available, then give the message to the employee's manager.

Front 39

What if it is an emergency?

Back 39

If it is an emergency, take a message and the contact information and give it to the manager of the employee.

Front 40

Describe in detail your verbal response for callers wishing to speak with a manager.

Back 40

Explain to the guest that there are several departments in the building and that each department has its own manager. Get as much information from the caller as possible before transferring them.

Front 41

Describe in detail your verbal response for callers with a complaint.

Back 41

Apologize, listen to the guest, and rectify the situation or direct them to the proper manager to let them fix the problem.

Front 42

What procedure will you follow in order to transfer a call directly to voicemail?

Back 42

Explain to the guest that they are being transferred to a voicemail and instruct them to leave their first and last name, phone number twice, and their reason for calling.

Front 43

What is the appropriate greeting for answering the phone?

Back 43

"Thank you for calling The B.O.B., this is __________, how may I help you?"

Front 44

What is the appropriate response for callers wishing to do VIP bottle service in Crush or Eve?

Back 44

Explain to the guest that we have a VIP bottle service representative named Angela Shea whose assistant Alicia can assist them. Instruct them to leave their name, phone number twice, and reason for calling if there is no one in the office to answer their call.

Front 45

What is the appropriate response for callers asking about guest lists or cover being waived?

Back 45

Explain to the guest that questions about guest lists or cover being waived can be answered by security and transfer them to Brian Alicki ext. 50.

Front 46

Give directions to The B.O.B., please include directions and exit numbers from Kent County Airport.

Back 46

Take 1-96 West to 1-196. The freeway splits so stay to the left toward Downtown Grand Rapids on 1-196. Exit Ottawa Avenue (77C). Ottawa Avenue is a one way street, so continue straight on Ottawa until Fulton, approximately 5 blocks. The B.O.B. will be on the right.

Front 47

Give directions to The B.O.B., please include directions and exit numbers from Grand Haven.

Back 47

Take 1-196 East to 131 South bound exit 77B toward Kalamazoo. Get off 131 at the Market Avenue exit (85A). Turn left at the light on to Market, Market becomes Monroe Avenue, and The B.O.B. is located on the corner of Monroe and Fulton, about 2 blocks from the freeway.

Front 48

Give directions to The B.O.B., please include directions and exit numbers from Muskegon.

Back 48

Take 1-96 East to 131 South bound exit 31A. Take the Market Avenue exit 85A. Turn left at the light on to Market, Market becomes Monroe Avenue, and The B.O.B. is located on the corner of Monroe and Fulton, about 2 blocks from the freeway.

Front 49

Give directions to The B.O.B., please include directions and exit numbers from Kalamazoo.

Back 49

Take 131 North to exit 84B. Turn left onto Oakes Street. Turn right on Market, Market becomes Monroe Avenue, and The B.O.B. is located on the corner of Monroe and Fulton.

Front 50

Give directions to The B.O.B., please include directions and exit numbers from Holiday Inn Downtown.

Back 50

Head east on Pearl Street to Monroe Avenue, then head south (right) onto Monroe Avenue approximately 2-3 blocks. The B.O.B. will be on the east side of Monroe Avenue, directly across from the Marriott.

Front 51

Give directions to The B.O.B., please include directions and exit numbers from Holland.

Back 51

Take 1-196 East to 131 South bound exit 77B toward Kalamazoo. Get off 131 at the Market Avenue exit 85A. Turn left at the light on to Market, Market becomes Monroe Avenue, and The B.O.B. is located on the corner of Monroe and Fulton, approximately 2 blocks from the freeway.

Front 52

Give directions to The B.O.B., please include directions and exit numbers from Amway Grand Plaza.

Back 52

The Amway is on the corner of Pearl Street and Fulton Street. Head south (right) on Monroe Avenue approximately 2 - 3 blocks. The B.O.B. will be on the east side of Monroe Avenue, directly across from the Marriott.

Front 53

Give directions to The B.O.B., please include directions and exit numbers from Lansing.

Back 53

Take 1-96 West to 1-196. The freeway splits so stay to the left toward Downtown Grand Rapids on 1-196. Exit Ottawa Avenue 77C. Ottawa Avenue is a one way street, so continue straight on Ottawa until Fulton Avenue (approximately 5 blocks). The B.O.B. will be on the right.

Front 54

Give directions to The B.O.B., please include directions and exit numbers from Radisson.

Back 54

Head west on Ann Street, turn right on to Turner Avenue, turn right onto US 131 South bound. Exit at Market Avenue, 85A. Turn left from exit ramp onto Market Avenue. Market turns into Monroe Avenue. The B.O.B. is approximately 3 blocks down and on the right.

Front 55

Do any restaurants not accept reservations?

Back 55

No, every restaurant takes reservations.

Front 56

What is the reservation policy of Dr. Grin's?

Back 56

Six or more guests are asked to make a reservation. The requirement is that all tickets must be purchased in advance.

Front 57

What is the policy for free passes in Dr. Grin's, can they make reservations?

Back 57

Yes, it is required that guests make a reservation for free passes.

Front 58

Who handles reservations for Dr. Grin's?

Back 58

Lou Moratti and Brian

Front 59

What information must be recorded for all reservations?

Back 59

First and last name, phone number, time and date, restaurant, special notes, number of guests, initials, and the date the reservation is taken.

Front 60

What is the reservation policy for groups of 8 or more?

Back 60

A credit card number must be taken to hold the reservation. Reservations must be cancelled by noon the day of the reservation to avoid a $15 per person no-show fee if absolutely no one shows up. A guest service representative will call the day before to confirm the reservation. Parties of 21 or more will receive a limited menu.

Front 61

What are the additional policies for the Bottle Lodge?

Back 61

Reservations must be booked 2 weeks prior to the date, with either B.O.B.'s Brewery, Judson's, or Gilly's menu. We are happy to waive the $50 room charge for groups of 10 or more. Minimum reservation of 10 guests, maximum of 20.

Front 62

What is the amount of guests that require a limited menu?

Back 62

21 or more.

Front 63

What about B.O.B.'s Brewery?

Back 63

???

Front 64

We take reservations for ____ or less.

Back 64

We take reservations for 30 or less.

Front 65

Groups of ____ or more guests must be booked through banquets in a banquet room.

Back 65

Groups of 31 or more guests must be booked through banquets in a banquet room.

Front 66

The lines in the reservation pages are basically a guideline; it is a good idea to combine lines in order to accommodate large parties. True or False?

Back 66

True.

Front 67

If there are no more spaces available in the reservation page, it is okay to write reservations in the margins. True or False?

Back 67

False.

Front 68

If there are no more spaces available at 6:00 it is okay to cross off 6:15 and write in a 6:00 reservation. True or False?

Back 68

False.

Front 69

What is the dress code for staff regarding jewelry and uniform?

Back 69

No fabric bracelets, jewelry must be conservative, no facial piercings, one ring and bracelet per hand. Black cocktail dress, black shoes with heel no more than 2 inches.

Front 70

What is the dress code for staff regarding hair and makeup?

Back 70

Hair must be a natural color, clean and neatly styled. Makeup must be conservative.

Front 71

What is our viewpoint regarding guests?

Back 71

They are the center of our business. They are always right. They are why we exist.

Front 72

What will you do if you notice that a guest may be too intoxicated?

Back 72

Notify a manager and security.

Front 73

Give two examples of the greetings you intend to use with guests entering the building.

Back 73

"Welcome!"
"Hello! How are you doing today?"

Front 74

Give two examples of the greetings you intend to use with guests exiting the building.

Back 74

"Thank you for joining us!"
"Have a wonderful day/evening!"

Front 75

Which entity used to the known as Auburn Lounge?

Back 75

B.O.B.'s Brewery.

Front 76

*Which entity used to be known as Kabob's?*

Back 76

Bobarino's?

Front 77

*Which entity used to be known as Stogie's?*

Back 77

Monroe Room?

Front 78

What was The B.O.B. originally?

Back 78

Judson's Food Warehouse.

Front 79

What year was The B.O.B. constructed?

Back 79

1903.

Front 80

What year did The B.O.B. open?

Back 80

1997?

Front 81

Please go through the step-by-step process for activating a gift card.

Back 81

Log in. Check options. Gift card. Enter denomination. Swipe card. Hit non-cash. Select payment option. Hit accept payment.

Front 82

Please go through the step-by-step process for checking the balance on a gift card over the phone.

Back 82

Log in. Check options. Next screen. Gift card balance. Type in gift card ID number. Wait for balance. Once balance is shown, exit screen and delete check.

Front 83

Please go through the step-by-step process for voiding error gift card.

Back 83

Click on the payment previously used. Hit exit. Void receipts. Hit exit. Select split screen. Click the gift card needed to be voided. Select void. Select reason (wrong item). It will ask for manager code. Type manager numbers/swipe manager card. Select non-cash. Void receipts again. Hit cancel.

Front 84

Please go through the step-by-step process for making a sale using a gift card.

Back 84

Log in. Ring in item. Select non-cash. Select gift card. Swipe card. Accept payment. Have guest sign top copy of receipt and give them the bottom copy.

Front 85

What pieces of information must you have when logging a gift card sale?

Back 85

Date, my name, recipient name, gift card number, gift card(s) amount(s), yes or no for comp, reason.