If you only read one thing in the manual, this is the page you read. The quoted text below is copied from the papers you signed when you started working with us. Remember these and set an example for your teammates.
<aside> 📌 #1: Make sure the atmosphere in the venue is optimal at any given time. Sound(music/volume), lights and temperature
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When you were a kid, most likely your parents spent a lot of time getting everything just perfect for a Christmas eve (or similar event). This is how we expect you to feel when you are at work, like you are hosting an important party and that all your guests are comfortable. The music is perfect, volume is just right and nobody is too cold or too warm. Your parents wanted all the guests to want to come back next year. This is exactly what we are doing, just every day.
<aside> 📌 #2: Personal mobile phones are not to be used during service
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Genuine service is love and can’t be faked well, if you do not have it in you to be serviceminded then this business isn’t for you. Giving bad service is the same as not caring about your team, your bar, your guests or the company. If you are on your phone you are unavailable and cannot provide the hospitable service that you are supposed to.
<aside> 📌 # 3: Never keep a guest waiting because you’re talking to your colleagues.
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If you are having a conversation with someone on your team, and notice a customer waiting for your attention you have already made a mistake. Interrupt the conversation instantly and turn to your guest. Your teammate will understand because you’re both on stage. Don’t worry about being rude towards your teammate in this situation. The guest must feel like the most important person to you.
<aside> 📌 #4: Whenever time allows you, walk around the venue, clean and wipe down all tables. Talk to guests, get feedback and serve them more if you can.
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This is your house, care about it.
<aside> 📌 #5: Guests that are, for whatever reason, not satisfied with their drink, receive a new drink without question and with a smile.
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It’s not about you, it’s about the guest. You did everything perfectly and they didn’t like the drink, dont take it personally. They might have a rude or bullshit explanation for not liking the drink, and they are probably wrong, but we want to make them feel good so we give them a genuine smile and make them happy.
