Escalation

Authority & Escalation

Rice Paddy operates on trust, responsibility, and clear authority. To avoid confusion during service, decision authority is defined as follows.

Owner: Frank Bodmann

The highest authority in the restaurant is the owner.

Owner: Frank Bodmann

Only the owner may:

• Grant large discounts (above 10%) • Remove a guest from the premises • Call police or authorities • Close areas of the restaurant for safety reasons • Make final decisions in serious guest conflicts

Supervisor/Shift Leader: if existing

If a supervisor or shift leader is present, they may:

• Offer small discounts up to 10% • Offer one complimentary drink or dessert • Resolve minor complaints

If no supervisor is present, staff should contact the owner.

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Escalation to supervisor/owner

If a situation becomes uncomfortable, unsafe, or unclear:

1. Stay calm and professional
2. Pause the interaction politely
3. Inform the supervisor (if existing) or contact the owner
4. The final decision is made by the owner, Frank Bodmann

Staff should never argue with guests or escalate conflicts themselves.

Staff should inform the shift leader or owner afterwards when possible.