Page 28 - DB Crisis Management Guide
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Food, Health and Safety
Serving safe food is the absolute most basic yet critical piece of our business, and we must set and follow our
high standards for handling and preparing food in order to protect our Guests and Team Members.
Our primary goal is to prevent foodborne illness from occurring in the first place. Each Manager will become
familiar with how to prevent a foodborne illness and basic food safety guidelines by taking the Food Safety
eCourse.
A foodborne illness, or food poisoning, results from the consumption of contaminated food or drinks. When a
Guest informs you that he/she believes Dave & Buster’s is the source of his/her illness, it’s imperative that the
situation is handled correctly from the very beginning. If it does happen, we want to keep the incident from
growing, continuing or recurring.
MORE THAN TWO SIMILAR COMPLAINTS OF FOODBORNE ILLNESS (LEVEL 1)
More than two similar complaints of foodborne illness within a short period of time – follow the steps for
“Isolated Incident” listed in this section and …
1 MOD immediately contacts their ROD/ROM with as many facts as possible.
2 The ROD/ROM will call the Crisis Hotline, which is managed by the Crisis Team Leader(s).
3 The Crisis Team Leader will activate the Crisis Team.
4 The appropriate Crisis Team Members will provide direction and next steps.
5 Be prepared to provide the following to the Crisis Team as part of the investigation:
The last four health inspection reports for your store
Line check forms for specific dates including all HACCP logs
Information on any Managers or Team Members who have been ill, symptoms and dates worked
Any other similar complaints of illness
6 The Crisis Team will provide the MOD/ROD/ROM with next steps.
ISOLATED INCIDENT – ONE REPORT BY ONE INDIVIDUAL (LEVEL 3)
1 Thank the Guest for calling/sharing concerns.
2 Listen to the complaint; remain sincere and professional and inform the Guest that you will address the
situation.
3 Do not accept or admit responsibility.
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