Common Issues Guide

Effective Issue Resolution

Overview

This guide outlines various issues that may arise in the facility and provides clear steps for effective resolution. If issues persist, please reach out to your Associate Operations Manager (AOM) via the chat for further assistance.

Best Practices

• Always verify order details before taking action.
• Maintain clear communication with diners, delivery services, and facility staff.
• Document all communications and actions taken to resolve issues.
• Ensure all relevant staff are trained on facility rules to minimize potential problems.

Diner Didn’t Receive Order

If a diner reports that they did not receive their order, please follow these steps:

1. Double-Check the Order Details
   • Verify that the order was prepared correctly.
   • Confirm that the order was handed off to the delivery service appropriately.
2. Verify the Delivery
   • Did the delivery service confirm the successful handoff of the order to the diner?
   • If not, follow up with the delivery service for further details.
3. Reach Out to the Diner
   • Contact the diner directly to apologize for the inconvenience.
   • Offer a solution, such as a replacement order or a refund. This proactive approach can help build trust and ensure diner satisfaction.

Facility Rules

You can find a full list of General Facility Rules here. Below are several rules:

• Access
  • Only approved personnel are allowed; credentials may be inspected.
  • Keys must be used as directed; no unauthorized locks or duplicates allowed.
  • Notify the Associate Operations Manager of any visitors, who must sign in and be escorted.
  • CloudKitchens may inspect items brought in or out of the facility.
  • Off-duty personnel require permission to access non-public areas.
• Use of the Property
  • No postings without consent from CloudKitchens.
  • Equipment use must comply with safety regulations; no unauthorized extensions or modifications.
  • Cleaning must be at your expense; CloudKitchens is not responsible for property loss.
  • Proper trash disposal is required; fines can be accrued if trash is not properly disposed of.
  • Maintain cleanliness to prevent pest issues and comply with health codes.
• Behavior While at Property
  • You must supervise your personnel at all times, as you are liable for their behavior and any resulting damages.
  • Fighting, intimidation, bullying, and harassment of any kind are not allowed.
  • Personnel must not disrupt others or facility operations.
  • Disruptive individuals can be removed at the AOM’s discretion.
  • No recording allowed without permission.
  • Personnel must not litter common areas.
  • No promotions or canvassing within the facility.
  • Deliveries must be managed by CloudKitchens.
  • CloudKitchens can exclude disorderly individuals from the property.
  • Smoking and tobacco use is prohibited on the premises.
  • No tampering with alarms or safety equipment; responsible for any alarm costs.
  • The possession, use, sale, or transfer of illegal drugs by personnel at the facility is prohibited, including legal drugs used unlawfully (e.g., without a prescription or not as directed). Illegal drugs include any substances prohibited by federal, state, or local law, including cannabis. Lawfully prescribed or over-the-counter medications are permitted. Ensure personnel using these substances do not impair their ability to work safely or endanger others.

Facility Violation Questions/Disputes

For inquiries related to facility violations, please view the Facility Violations Video.

Self-Processing Questions

For questions related to self-processing, please refer to the following resources:

• Self-Processing Video
• Self-Processing Guide