Page 62 - DB Crisis Management Guide

Team Member and Guest Issues

As the Manager, you should have the mindset that all discrimination and harassment claims have the
potential of quickly escalating because a Guest is filming the conversation, etc. While most allegations
will be handled as a Level 2, it’s critical that you clearly understand how quickly this situation can
escalate.

ESCALATE TO LEVEL 1 IF THE SITUATION IS SIGNIFICANT ENOUGH TO GENERATE MEDIA ATTENTION AND/OR
ENGAGE AN ADVOCACY BODY.

TEAM MEMBER ALLEGATION OF DISCRIMINATION OR HARASSMENT
If you have a Team Member who makes an allegation of discrimination or harassment against another
Team Member, a Manager or a Guest …

 Listen.

 Keep an open mind. Don’t jump to any conclusions.
 Be compassionate and treat the Team Member with respect.

 Take the situation very seriously.
 Don’t retaliate.
 Make note of the facts that are shared with you.

 Keep it confidential.
 Immediately contact HR for guidance and next steps, which may include interviewing people involved,
looking for corroboration or contradiction, or taking appropriate action against the wrongdoer(s).
 Cooperate with government agencies such as the EEOC if the Team Member makes a complaint directly
to the agency.

GUEST ALLEGES DISCRIMINATION OR HARASSMENT

If you have a Guest who makes an allegation of discrimination or harassment against a Team Member or a
Manager:

 Keep your cool … don’t be defensive … be aware of your body language and tone.

 Listen to the Guest’s complaint.
 If the Guest accuses a Team Member of poor service based on discrimination, immediately address the
situation, which may include replacing the Server, for example, with a different Team Member.

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