Vault Speakeasy Operations

Service Protocol

Critical service protocols for safety, compliance, and exceptional guest experience at Vault Speakeasy.

Safety & Emergency Locations

AED Locations

  • Primary: Behind the bar (main station)
  • Secondary: Manager's office
  • Emergency Access: All staff trained on location and basic operation

First-Aid Kits

  • Bar Station: Under register area
  • Kitchen: Near hand-washing station
  • Manager's Office: Wall-mounted kit
  • Restroom Area: Small emergency kit

Emergency Contacts

  • Beverly Center Security: (310) 854-0074
  • LAFD/Emergency: 911
  • Poison Control: 1-800-222-1222
  • Management Emergency Line: [Contact bar manager for current number]

ID & Re-Carding Protocol

Initial ID Check

  1. Every guest must present valid photo ID upon entry
  2. Acceptable IDs:
    • Driver's license (US/International)
    • Passport
    • State-issued ID card
    • Military ID

Re-Carding Situations

Re-card immediately if:

  • 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

Re-Carding Process

  1. Approach calmly: "Hi, I need to verify your ID again for our records"
  2. Check ID against guest: Confirm photo matches
  3. Assess condition: Look for signs of intoxication
  4. Document if needed: Note in incident log if concerns arise

Refusal Scripts & Pushback Handling

Standard 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."

If Guest Pushes Back

Stay calm and firm:

"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?"

If Guest Becomes Argumentative

  1. Do not argue or negotiate
  2. Signal for manager/security backup
  3. Use this script:

    "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."

Escalation Protocol

  • Step 1: Firm but polite refusal
  • Step 2: Manager notification
  • Step 3: Security/Beverly Center security if needed
  • Step 4: Document incident thoroughly

Cut-Off Procedures

Signs to Cut Off

  • Physical: Stumbling, swaying, difficulty sitting upright
  • Speech: Slurring, repetitive conversation, inappropriate volume
  • Behavior: Aggressive, overly emotional, poor judgment
  • Coordination: Difficulty handling glassware, dropping items

Cut-Off Process

  1. Stop serving alcohol immediately
  2. Inform guest using refusal script
  3. Notify manager and other staff
  4. Offer alternatives (food, water, soft drinks)
  5. Monitor guest closely
  6. Arrange safe transportation if needed

Documentation Required

  • Time of cut-off
  • Reason for cut-off
  • Guest response
  • Actions taken
  • Staff involved

Last Call Timing

Show Nights

  • Halloween Show: Last call 30 minutes before show end
  • Santa's Secret: Last call 30 minutes before show end
  • Regular Performances: Last call 30 minutes before show end

Non-Show Service

  • Weeknights: Last call 12:30 AM
  • Weekends: Last call 1:30 AM
  • Special Events: As specified by management

Last Call Announcement

"Ladies and gentlemen, this is your last call for alcohol service tonight. Our bar will be closing in 15 minutes. Thank you for joining us at Vault Speakeasy!"

Toast Down Procedure

What is Toast Down?

Toast POS system shutdown procedure to ensure all transactions are properly closed and reported.

Daily Toast Down Steps

  1. Complete all open orders
  2. Process all payments
  3. Run end-of-day reports
  4. Close all cash drawers
  5. Submit daily totals to management
  6. Log out all users

Timing

  • Weeknights: 2:00 AM
  • Weekends: 2:30 AM
  • Special events: As directed by management

Cash Tips Handling

During Service

  • Pool tips: All cash tips go into communal tip jar
  • Credit tips: Automatically calculated in Toast system
  • Large tips: Report tips over $50 to management immediately

End of Shift

  1. Count total cash tips
  2. Record amount in tip log
  3. Distribute according to house policy
  4. Each person signs for their portion

Distribution Policy

  • Bartenders: 40% of total tips
  • Servers: 35% of total tips
  • Support staff: 15% of total tips
  • Kitchen: 10% of total tips

Guest Recommendations

When Guests Ask for 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?"

For Cocktail Enthusiasts:

"Are you in the mood for something spirit-forward or more refreshing? I can recommend something based on your preferences."

For Hesitant Guests:

"What kind of flavors do you usually enjoy? Sweet, sour, smoky, or something light and refreshing?"

Upselling Protocol

  • Always suggest premium options first
  • Explain the difference in quality/experience
  • Respect budget constraints if guest declines
  • Focus on value rather than price

Incident Logging

What to Document

  • Time and date of incident
  • Names of all parties involved
  • Detailed description of what occurred
  • Actions taken by staff
  • Witnesses present
  • Follow-up required

Types of Incidents to Log

  • Service refusals/cut-offs
  • Guest complaints
  • Accidents or injuries
  • Theft or suspicious behavior
  • Equipment malfunctions
  • Safety concerns

Incident Report Process

  1. Document immediately after incident
  2. Use incident report form
  3. Get witness statements if applicable
  4. Submit to management within 24 hours
  5. Follow up as directed

Report Location

  • Physical logs: Behind bar in management folder
  • Digital submissions: Email to management
  • Emergency incidents: Call management immediately

This protocol guide should be reviewed monthly and updated as policies change. All staff must acknowledge reading and understanding these procedures.

Was this page helpful?