Saturday 11.29.25 Jenn/Lauren

Manager Communication: 

Steady day, but service never got too overwhelming during the first two rounds.  Screenings continue to be spaced out in a way that really helps us keep up with glassware turnover, which I don't believe has been an issue at all these past few days.  It's definitely getting colder out there, so we are definitely seeing an uptick in post-screening discussion groups hanging around Trees, which has been nice. JH

Everyone that works here has hustled in tandem so wonderfully this busy weekend. Clockwork.-LB

Customer Comments: 

(Apologies for the long explanation) 

There was a guest who I spoke with around 4:30pm in the Lobby who had a very disappointing experience at Trees Lounge this afternoon.  Basically, she found the service at Trees to be disappointingly brusque and rude (at the time Greg, Matthew, & Natasha were up there, and I believe she interacted with all of them at some point).  As a regular guest, she noted that she had never had this issue before, and insinuated that our staff was racist because of her accent (she was asked to repeat herself a few times).  I apologized for the poor experience, gently offered that I certainly did not believe there were any racist undertones to their service, but made clear that her experience at Trees fell well below the standard of service we want our guests to receive.

She was quite upset during our conversation (we actually had to step to the side, as she began to cry at several points), but seemed very grateful to have had the conversation with me.  Ultimately, I gave her four yellow passes.  I asked her to please send us an email next time before she comes in and to mention me (I wrote my name and job title on one of the passes) and we will do our best to make sure her next visit not only meets, but exceeds, the experience Nitehawk wants to offer our guests.  She left in much higher spirits and thanked me for taking the time to talk with her.

I did speak with the bartenders, who all agreed that the reason for any of them asking her to repeat herself was due to her speaking quite softly (at one point, they turned down the music to hear her better).  I explained the guest's point of view, and how we want to make sure everyone feels welcome, as a reminder to be precise with what tone of voice we use when asking guests questions.  I do not expect this incident to happen again, and did not believe it rose to the level of anyone needing to receive a written warning. JH

Following on this, Natasha brought the woman a drink to apologize. As the woman left she tipped the bar team as a thank you. She also wrote Jenn a stellar review.-LB

BAR Staff Observations: 

Opening round went super smooth, openers communicated well and Lydia was a citrus cutting champion, while Matthew + Natasha breezed through nearly-sold out screenings.  When Greg arrived I was able to have him toggle between bars based on service rushes.  Daytime service went really well, and Lydia was a champ holding down Lobby solo for most of the day. JH

FOH Staff Observations: Absolute diligence and positivity circulating throughout the building today.-LB

Checked in with the runners a bunch today. Leads keeping things groovy.-LB


Prep List: 

Natasha threw together a FWWM + a FroCo, just to keep us prepped and ahead for evening service. JH

1 Rosemary tincture done, 1 in the works.  Made a tea-LB
Keep an eye on feedback loop, maybe a half batch. -LB


Pay Outs: $63.29 5460 bar grocery Everclear for tincture and R&D item.-LB



Ordering/Receiving/Shipping: 

Baldor arrived, but they only delivered one container of passion fruit puree instead of the four we ordered.  I reached out to them and the credit should show up on Craftable in the next few days. JH

Maintenance: 

Trees ice machine threw a little fit around 11:00am, and kept stopping mid-cycle.  I turned it off, gave it a rest, and when I turned it on at 12:00pm it proceeded to make ice without issue. JH

Lobby bartenders, particularly openers, have been quite grateful to have a steadily working frozen machine behind the bar.  Frozens are all service-ready when doors open, which really keeps service running smoothly. JH

Ice machine at Trees was almost empty post-dinner rush. I cleaned out the filters and will work on filling out an SOP for ice machine resuscitation on page 11 of the handbook. We may want to have Dio come do a little tidy of the machines, depending on when they were last here expressly for the machine. -LB

Trees machine is doing well after the filters have been cleared-LB

The furthest left stall in the lobby bathroom needs a new toilet paper holder, the plastic broke off and it is hanging down.-LB

I did a deep clean of all coffee equipment in the back-LB