Basics about the restaurant

WokChow Fire seared Asian prides itself on offering a fantastic service to our guests.   The following are important details that you should know about our business.

WokChow is open nearly everyday, only closing for special occasions.   Our hours are as Follows.

• Sunday thru Thursday 11-9
• Friday and Saturday 11-10

While we have set opening and closing times, that doesn’t mean we necessarily tell a guest “NO”.   If they call to place an order before we open, we will certainly take that order, we will just be sure to let them know that it won;t be ready until after 11:00 AM.  If we close at 9 PM and there are gusts walking in the restaurant at 9:03, we will certainly take their order.  Remember we are in the hospitality industry and it’s imperative that we treat guests with respect and friendly service.

Speaking of “Guests”, WokChow doesn’t serve customers.  We serve “Guests”.  Guests are people we hope to get to know and we treat as if they are company in our home.   Not just people with no names.

WokChow offers three types of dining

• Dine-In (Guests eat in our dining room)
• Take-Out (Guests take their food to go)
• Delivery (Guests are delivered their food directly to their home or office)

When a guest orders delivery, it is important to know exactly where they are located, and if we will deliver to their address.  Please see the following map.

Basically we do not cross James White Parkway to the east, Middlebrook to the North, Morrel rd to the west, and the river to the south.  There are some exceptions such as crossing the river to get to UT hospital.

Furthermore, delivery is only offered for orders of food exceeding 15$.   This is 15$ worth of food, and does not include the $2 delivery charge or tax.

One more thing, WokChow does not ever delivery lunch deal items.

There are three ways guests can order

1. They can order in person
2. They can call their order in
3. They can order online either thru us or thru a 3rd part vendor

WokChow also offers Catering for delivery or take-out

All catering orders should be referred to a manager.

The phone number at WokChow is 865-766-5457

WokChow has an answering service that pre-screens all of our incoming calls.  This means that the automated answering system has already said hello.   When you answer the phone, there is no need to say Hello, simply answer by saying “Thank you for holding, the is John speaking how may I help you?”

The address is 4612 Kingston Pike, Knoxville TN 37919

There is currently only one location, but we hope to open others soon.  WokChow is not a franchise, it is locally owned and operated by Timothy Joseph.

Information about WokChow or to view the menu and order online can be found at www.wokchow.com

If guests call asking us where our location is, we should reply “We are located at 4612 Kingston pike in the heart of bearded, directly across from the ice chalet and next to blue ridge mountain sports.”

As a front of house employee it is imperative that you exercise a few rules when dealing with guests.

1. The guest in front of you is the most important person
2. We always smile
3. We always give guests the “Right of Way”, never cutting them off
4. We always smile when we are on the phone, the smile shines thru to the listener.  They can hear it!

Remember, we always try our best to answer yes to a guests question.  Keep in mind though, we cannot do everything the guest wants.

Where to get your answers from?

There is a hierarchy of management at WokChow.  Should you need any assistance or have any questions, the first person you should ask is your immediate supervisor on your shift.  Should they not be able to help or you are not satisfied, you can then address your concerns or questions with the Owner.  Currently we have three managers in place.

Kristian Stricklin (Assistant Manager)

Catherine Heishman (Assistant General Manager)

Josh Fletcher (Culinary Partner)

Timothy Joseph (CEO and Owner)

Typically most issues or questions can be solved with a manager before bringing it to the attention of the owner.

It is important that we follow basic hygiene practices.   Please watch and understand the proper way to wash your hands.

Staying busy

There are lots of things to do at WokChow.  There may however come a time where there are not many customers to serve.   That does;t mean there isn’t something to do.   Please stay busy and do not congregate in the cashier area.

Guest Complaints

We work hard to make sure each guest has a great experience, that doesn’t mean that from time to time we may make a mistake.   If a guest calls with an issue, please get a manager to handle the call.  Should the manager on duty be unavailable, and the issue can wait, please get all the details to include the complaint, the name of the guest, and their phone number.  Hand this off to the manager to handle.