Phase One Standards
The designation as A Place of Hospitality would be meaningless unless it was backed up by standards of
performance that were measurable ... and monitored. So here is a brief description of the standards for the first
three levels of certification:
APOH Orientation Program
All staff members have watched the online video outlining the APOH system and their role in the certification
process ... and successfully passed the quiz.
The Unexpected Extra
Guests receive "something for nothing" -- a gift of food, drink or something else of value (like a recipe). The
gift varies over time to keep the surprise aspect fresh.
The Power of Presence
All guest contact staff have watched the online video presentation on presence and successfully passed the online
Creating a Hospitable Climate
All managers and supervisors have attended one of the introductory workshops, "In Search of Hospitality" or "The
Hospitality Factor" or completed the online video course "The Hospitality Factor" and successfully passed the
(out of 5) on the APOH online guest feedback surveys for four consecutive weeks PLUS 75% on the Peer Observation
Meets all One-Star standards plus ...
Actively work with prospective members to help them earn their initial certification.
Comp a Deuce a
One party of two gets their meal for free every day ... just for the fun of it!
Recognize Regulars by Name
Implement a system that allows staff to know (and use) the names of regular guests.
Visible Involvement In Community Causes
Go beyond simply providing a gift certificate for the 4-H Club drawing and co-sponsor an event that has meaning to
the community and which will put your name visibly in front of the public.
on the APOH online guest feedback surveys for twelve consecutive weeks PLUS 85% on the Peer Observations.
Meets all Two-Star standards plus ...
Actively work with One-Star members to help them earn their second star.
Annual Guest Appreciation
Create an annual event to thank your regular guests for their continuing support of
the restaurant and its community projects.
Hero Of the Month Program
Recognize staff members who go above and beyond their job descriptions to do something memorable for a guest.
Peer Evaluation Teams
Send out teams of "mystery shoppers" to perform peer evaluations on other participating APOH operations.
4.6 on the APOH online guest feedback surveys for twelve consecutive weeks PLUS 85% on the Peer Observations.
But Wait! There's More!