FAQs
What is the VIP protocol at the club?
Everyone is important, and you should feel empowered to look for opportunities to make people feel special. A unique cultural responsibility of a good dining room is to take special care of VIPs. It is an outlet for creativity and for “showing off.” VIPs can be first time visitors or regulars. They usually have a direct connection to our team or are valuable event clients. Check with the manager if you are unsure what to do, but make a plan before ringing in the order. If you are unsure what or how much to give, please reference the vip protocol sheet for guidelines. Be creative, enthusiastic, and have fun!
How do I give a tour of Common House?
Click here for the Common House Charlottesville Tour Guide
How should I interact with non member guests at the club?
Non-members, sometimes referred to as NMGs (non-member guest), are vital to our membership growth goals and to maintain our positive reputation in the communities we serve. NMGs can sometimes have negative preconceptions about private clubs (i.e. unwelcoming, exclusive, judgmental, entitled, etc). We should always be eager to serve first time visitor’s in order to create a good impression of CH. NMG’s are easy to identify because they are always looking around like they’re seeing the club for the first time. Members typically demonstrate a sense of purpose and familiarity.
Types of NMGs:
Guest of a member: welcome them, as long as you know the member will eventually show up.
Showing up unannounced: we must respect the value of membership, but look for a way to have them experience the club as a first time guest. The concierge team will offer a tour with the membership director or MOD. If both are unavailable, a free server could be asked to show them around briefly, then invite the guest to observe the space over a cup of coffee.
Event or programming guest: some event guests get curious and ask for tours. It would be our pleasure to show them around, but it is important to escort them. It can complicate product offerings and staff allocation if event guests start utilizing club bars and spaces too much.
How do we celebrate a birthday in the dining room at CH?
Try to sell a dessert, but if they decline, then send something small like a single cookie.
Do not stick the candle in the food. Instead do the “dip and stick” technique. Gather a votive candle that has been burning long enough to accumulate melted wax. Dip the candle in the melted wax and (very quickly) stick it to the plate away from the food.
Gather friends and sing. Even if your singing voice is not in tune, the gesture of taking the effort to gather friends and sing is so personal and touching.
When you say “happy birthday”, mean it.
Do not forget the candle next to the dessert! The best way is to expect all tables have birthdays, and the ones not needing a candle are the exception. Or identify an alternative system to stay vigilant to not miss the candle.
How do we clean + replace candles throughout the house during a shift?
To clean the candle votive, pop out the metal wick holders. Remove any large wax residue (most will have burned clean, though). Then, run through the dish machine and change the water afterward so wax is removed from the machine. The dishwasher will do it for you if you ask (and have a good relationship). Roof candles need to be turned off and set on the base to recharge.
What is the process when a guest is served an incorrect item?
Errors happen, and eventually you will develop a system for yourself to defend against possible future mistakes, but first we need to get the guest what they ordered. The issue is the guest waiting too long for the replacement and having nothing to eat, the other guests at the table politely waiting for the correction as their own food gets cold, as well as them being aware of our mistake and losing confidence and trust.
You must get them something so they can be distracted as they wait for the correct dish to be prepared, and the other guests at the table will eat comfortably too. Say: “Please enjoy (the incorrect dish) while we prepare the (correct dish).” If they cannot eat that dish because of a dietary preference or restriction, then get them something, anything else: bread, something fast, anything.
Get silverware ready for when the correct dish is ready to serve. Then when the correct dish is ready, you quickly clear the incorrect dish, mark the silverware for the correct one, and serve the correct one.
How do I inform a member of our no outside food or beverage policy if they’ve brought something into the house?
It is always a challenge to tell guests whom you are serving what they don’t want to hear in a way that results in a positive interaction for them. Your goal is to communicate the rules without allowing them to feel like you are taking anything away, or being unwelcoming. So, you must give and be welcoming in your communication. If you are lenient, others will see, and will bring items too, growing into a larger problem for the club. Address the issue as soon as you notice it.
Drinks: Bring an appropriate vessel with you (if they have a Bodo’s soda, bring a highball or pint glass; if they have a logo coffee cup, bring a tea cup or mug) and say, “Hi Mr. Smith, we actually do not allow outside food and beverages in the club, but I definitely want you to continue enjoying that... would you mind if I replaced the (cup/glass/bottle) with one of ours for appearances sake?”
Food: This is a trickier one. You should feel empowered to do a plate switch out like you would with a drink, but depending on how busy it is you could also say, “Hi Mr. Smith, we actually do not allow outside food and beverages in the club, but I definitely want you to continue enjoying that... for appearances sake, perhaps we could transfer the food to one of our (plates/bowls) or maybe relocate you to a more discreet area of the dining room?”
What are the hours of operation at Common House Charlottesville?
For the most up to date club hours + kitchen hours, check our website linked here.
Are children allowed in the house?
Children are allowed during designated family time (before 3pm Saturday and Sunday) unless specified for a program or private event.
How do I answer a guest’s question on any of the art found within the house?
Guests will often ask about specific pieces of art found on the various levels of Common House. We’ve created an Art Guide linked here for your reference! We encourage you to study this guide prior to your first solo shift. Information about CH’s interior designers and views seen from the rooftop are also included.
What are the steps to building a fire in the fireplace?
Please see the Fireplace Maintenance SOP linked here.