Sample
Venue staff quick guide
The entries in italics are made-up examples, to show how it's filled in.
- Venue
- Machine number
For venue staff: what to do when something goes wrong with the pizza machine. We look after the machine, the food and the payments: you just need to know when to call us. Keep this behind the bar.
Who to call
- [The Pizza Machine]: [phone]
- [Hours, such as 9:00 to 23:00, every day]
- Out of hours: [text or WhatsApp [number]]
- Tell us the machine number on the sticker: [number]
Smoke, fire or a burning smell
- Switch the machine off at its isolator switch, [on the wall beside it]
- Keep people away from it
- If there's a fire, call 112 or 999 and follow your fire plan
- Then call us
An error on the screen, or it's not working
- Take a photo of the screen
- Call us. Don't open the machine, or switch it off and on, unless we ask you to
- If we ask, put the "Out of order" sign on it
A customer wants a refund
- Don't refund from your till: we refund customers ourselves
- Fill in a line on the refund sheet: the time, the pizza, how they paid and what happened
- Take their name and phone or email. We only use them to sort out the refund
- Tell them we'll be in touch within [2] working days, and send us a photo of the sheet
A pizza is stuck, or the hatch won't open
- Never reach into the hatch or the machine
- Call us, and take the customer's details for a refund
A complaint about the food, or someone feels unwell
- If someone is having an allergic reaction or is very unwell, call 112 or 999 straight away
- Note the pizza, the time and what happened
- Keep the box and any pizza left over, if you can
- Tell us the same day: we look into every food complaint
Damage, a leak, or something looks wrong
- Water under the machine, broken glass, damage, or a strange noise or smell
- Keep people away if it's unsafe, and call us with a photo
Please don't
- Open, move or unplug the machine
- Put anything into the hatch
- Block the machine, its vents or the way to it
Refund requests
| Date | Time | Pizza and price | Paid by | What happened | Customer's name and phone or email | Taken by |
|---|---|---|---|---|---|---|
| Fri 11 Dec | 21:40 | Pepperoni, €10 | Card | Paid, but no pizza came out | [Name], [phone] | CD |