Guest Management
Exceptional guest management turns challenging situations into positive experiences. Master these techniques to handle any guest interaction professionally and effectively.
Professional Guest Interactions
Every Interaction Shapes the Vault Experience
Professional guest management isn't just about handling problems - it's about creating memorable positive experiences that keep guests coming back.
Guest Interaction Standards
✓ Always Do This
- • Greet within 30 seconds of guest arrival
- • Make eye contact and smile genuinely
- • Use guest names when known
- • Listen actively to what they're saying
- • Anticipate needs before being asked
- • Follow up after resolving requests
- • Thank guests for their patience and business
✗ Never Do This
- • Ignore guests while busy with other tasks
- • Show frustration or stress in front of guests
- • Rush interactions to get through them quickly
- • Make excuses for problems or delays
- • Argue with guests about policies or procedures
- • Take things personally when guests are upset
- • Promise things you can't deliver
Standard Guest Greetings
Initial Approach
Warm Welcome: "Good evening! Welcome to Vault Speakeasy."
First-time Guests: "Is this your first time with us? I'd love to tell you about our experience."
Return Guests: "Welcome back! Great to see you again."
Service Interactions
Taking Orders: "What can I get started for you tonight?"
Check-ins: "How is everything tasting? Can I get you anything else?"
Following Up: "I wanted to make sure that came out perfectly for you."
ID Checking & Re-Carding
🆔 18+ Venue Compliance
Vault Speakeasy is an 18+ venue. Proper ID checking protects our license and ensures guest safety.
Initial ID Check Protocol
Every Guest Must Present Valid Photo ID
Acceptable IDs:
- • Driver's license (US/International)
- • Passport (US/International)
- • State-issued ID card
- • Military ID
What to Check:
- • Photo matches the person presenting ID
- • Age meets 18+ requirement
- • ID is not expired or obviously fake
- • No tampering or alterations
Re-Carding Situations
When to Re-Card Immediately
- • Guest appears significantly more intoxicated than when seated
- • Guest is stumbling, slurring speech, or showing impaired judgment
- • Other guests express concern about someone's condition
- • Any doubt about guest's sobriety level
- • Guest behavior has changed dramatically
Re-Carding Process
Professional Re-Carding Steps
"Hi, I need to verify your ID again for our records"
Confirm photo matches and assess current condition
Look for signs of intoxication or impairment
Note concerns in incident log and notify management
Service Refusals & Cut-Offs
🛑 When to Cut Off Service
Cutting off intoxicated guests protects their safety, other guests' experience, and our liquor license.
Signs to Cut Off Service
Physical Signs
- • Stumbling or swaying
- • Difficulty sitting upright
- • Bloodshot or glassy eyes
- • Poor coordination with glassware
- • Dropping items frequently
Behavioral Signs
- • Slurring speech
- • Repetitive conversation
- • Inappropriate volume (too loud or quiet)
- • Aggressive or overly emotional
- • Poor judgment or inappropriate behavior
Standard Refusal Script
Professional Cut-Off Language
Initial Refusal Script:
"I understand you'd like another drink, but for your safety and our license, I need to cut you off for tonight. I'd be happy to get you some water or food instead."
- • Acknowledge their request - show you heard them
- • Explain briefly - safety and license protection
- • Offer alternatives - water, food
- • Stay positive - focus on what you CAN do
Handling Pushback
If Guest Pushes Back
"I appreciate your understanding, but this decision is final. It's not personal – it's our policy to ensure everyone's safety. Can I get you something else to help you enjoy the rest of your evening?"
- • Stay calm and firm - don't waver on the decision
- • Don't negotiate - the cut-off is final
- • Offer alternatives - keep the interaction positive
If Guest Becomes Argumentative
"Sir/Ma'am, I'm not going to change my mind about this. Our manager is available if you'd like to speak with them, but the decision stands."
- • Do not argue or negotiate - stay professional
- • Signal for manager/security backup immediately
- • Document the interaction for incident report
Cut-Off Process
Step-by-Step Cut-Off Procedure
No more alcoholic beverages for this guest
Use professional language and stay calm
Alert team via radio about the cut-off
Water, food to help them enjoy their evening
Watch for further signs of intoxication or problems
Record time, reason, guest response, and actions taken
Difficult Situation Management
Escalation Protocol
Use professional scripts and stay calm
Radio for management backup immediately
Step 3: Security/Beverly Center Security
Call (310) 854-0074 if guest becomes disruptive
Record everything for incident report
Guest Removal Procedures
When a Guest Requires Removal
- 1. Contact mall security immediately - (310) 854-0074
- 2. Coordinate meeting location at bathroom exit
- 3. Mall security handles the removal - do not attempt yourself
- 4. Document the incident with management
- 5. Continue monitoring other guests for any related issues
Guest Complaints & Recovery
Complaint Resolution Protocol
Service Recovery Steps
Most complaints can be resolved immediately with the right approach and authority.
Let them fully explain without interrupting or defending
"I'm sorry this happened" - even if not our fault
"What would make this right?" or "How can I fix this?"
Fix what you can immediately, escalate what you can't
When to Escalate Complaints
Handle Yourself
- • Slow service - apologize and expedite
- • Wrong order - replace immediately
- • Spill accidents - clean up and offer comp
- • Minor inconveniences - fix and move on
Escalate to Management
- • Requests for refunds or credits
- • Serious service failures
- • Angry or escalated guests
- • Policy exceptions or special requests
Recovery Options You Can Offer
Immediate Recovery Tools
- • Sincere apology - often all that's needed
- • Complimentary appetizer - for service delays
- • Replacement drink - for quality issues
- • Manager attention - shows we care about resolution
- • Future visit incentive - ask management for approval
Guest Recommendations
Making Great Recommendations
For First-Time Visitors
"Since it's your first time, I'd recommend our [current seasonal signature cocktail]. It really captures the spirit of our [current show/theme]. Have you had a chance to look at our menu?"
- • Highlight signature experiences unique to Vault
- • Connect to the current show or seasonal theme
- • Ask about their preferences before recommending
For Cocktail Enthusiasts
"Are you in the mood for something spirit-forward or more refreshing? I can recommend something based on your preferences."
- • Ask about flavor preferences first
- • Suggest premium options with explanations
- • Highlight unique ingredients or techniques
For Hesitant Guests
"What kind of flavors do you usually enjoy? Sweet, sour, smoky, or something light and refreshing?"
- • Start with familiar flavors they enjoy
- • Offer samples if appropriate
- • Suggest modifications to suit their taste
Upselling Protocol
Professional Upselling
- • Always suggest premium options first - highlight quality and experience
- • Explain the difference in quality/experience, not just price
- • Respect budget constraints if guest declines - don't push
- • Focus on value rather than price - what they get for their money
- • Offer alternatives at different price points
Master guest management transforms challenging interactions into opportunities to exceed expectations. Every difficult situation handled well creates a loyal guest who appreciates professional service.