FOH Staff Guidelines
Comprehensive operational policies and procedures for all Front of House staff at Vault Speakeasy.
Certification Requirements
📋 Mandatory Certifications for All FOH Staff
These certifications are required before working and must remain current throughout employment.
RBS Certification (Responsible Beverage Service)
ALL FOH staff must be RBS certified
- • No one without RBS certification may serve alcohol at any time
- • Certification must be current and valid
- • Required for all staff who handle alcoholic beverages
- • No exceptions - this is a legal requirement
Food Handlers Card
ALL FOH staff must have current food handlers cards
- • No one without a food handlers card may use the kitchen, ice machines, etc.
- • Required for all staff who handle food, beverages, or ice
- • Must be renewed according to state requirements
- • Health department compliance requirement
Ice Handling Protocol
🧊 Critical Ice Sanitation Rules
NEVER fill ice without a scoop
Always use the designated ice scoop - never use hands or cups
NEVER use your hand or cups to fill ice
This is a serious sanitation violation
NEVER leave the scoop in the ice
Store scoop in designated holder outside the ice bin
⚠️ Health Inspector Warning: Health inspectors test ice in the machines. Your dirty hands will show up on tests and result in serious violations.
Phone Usage Policy
📱 Personal Phone Restrictions
Permitted Area:
Personal phones may ONLY be checked in "No Man's Land" when absolutely necessary.
Strictly Prohibited Areas:
- ❌ Bathrooms
- ❌ Walk-through areas
- ❌ Lobby
- ❌ Mall common areas
- ❌ Any guest-visible location
Emergency Procedures
🚨 Emergency Response Protocol
In case of any emergency, follow these steps in order:
- 1.Call 911 immediately
Provide clear location: Beverly Center, 8th floor, Vault Speakeasy
- 2.Contact mall security
Phone: 310-854-0074
- 3.Notify management via radio
If you don't have a radio, immediately locate a staff member with one
Guest Management
Guest Removal Procedures
When a guest requires removal from the venue:
- 1. Contact mall security immediately
- 2. Coordinate meeting location at bathroom exit
- 3. Mall security will handle the removal
- 4. Document the incident with management
Bussing Operations
🍽️ Bussing Station Setup
Located in "No Man's Land" with a long folding table designed for two-person operation (one on each side).
Sorting System:
🎭 End-of-Show Procedures
- 1.Deploy bus bins to tables immediately after show ends
- 2.Assign 1-2 dedicated staff for sorting while others clear the room (proven most efficient method)
- 3.After final show: Play show-end playlist followed by closing announcement
- 4.Politely inform guests that the performance space is closing for the night
Customer Service
Complaint Resolution Protocol
Report any customer complaints or issues requiring resolution beyond immediate fixes to:
- • Bar Manager (for service-related issues)
- • General Manager (for serious complaints or escalations)
General Housekeeping
🧹 Cleanliness Standards
Personal Responsibility:
- • Dispose of all personal items (water bottles, trash) properly
- • Maintain cleanliness of all work areas
- • Leave all spaces as you found them
⚠️ Important: Porters and cleaning staff are employed to clean up after guests, NOT employees. You are responsible for your own cleanliness.
Service Standards & Protocols
🔒 Access Control & Venue Standards
Critical protocols for maintaining venue security, guest safety, and operational integrity.
18+ Venue Access Control
- • 18+ venue - Card at door, verify age for all guests
- • Re-card if doubtful - When in doubt, check ID again
- • No exceptions - Underage guests must be removed immediately
Door Management
- • Keep main doors shut before doors time
- • Prevents early entry and maintains show schedule integrity
- • Coordinate with management for early VIP or special access
Bar Area Restrictions
⚠️ Restricted Access Zone
- • Bar area restricted to bartenders only
- • Servers coordinate with bartenders for drink orders
- • No guest access behind the bar under any circumstances
Equipment Protection
🚫 Critical Equipment Rule
Never move the bars
- • Pin spots are precisely aligned for lighting effects
- • Moving bars disrupts show lighting and technical setups
- • Contact management if bar positioning needs adjustment
Security & Surveillance
📹 Camera Coverage & Security
Comprehensive surveillance system protects staff, guests, and assets.
Camera Locations
We have cameras everywhere:
- • Wherever there is liquor - all bar areas and storage
- • All entrances - main doors, service entrances, staff areas
- • Main common areas - dining room, lobbies, walkways
- • Clock-in terminal - your time tracking is recorded and verifiable
Security Policy
🚨 Zero Tolerance Policy
Don't steal.
All activity is recorded and monitored. Theft will result in immediate termination and prosecution.
Employee Guidelines
📋 General Operational Guidelines
Essential guidelines for all staff to ensure smooth operations and maintain professional standards.
Food Storage
- • Employee meals must be kept in the mini-fridges in the cast area or "No Man's" area only
- • No employee food in bar fridges or kitchen fridges - it will be thrown out
Phone Charging
- • Charge phones in No Man's area on the table with toasts and radios
End of Shift Equipment Return
- • Radios: Return to charger
- • Toast Handles: Return to charger in the correct numbered slot (this is important)
Equipment Usage
- • Carts, dollies, and furniture dollies are for transportation only - NOT storage
- • Do not store items on dollies or carts
Organization
- • Put things back where you found them
- • If items don't have a designated place, ask for help establishing a permanent location
- • Working together on organization helps everyone move more efficiently
Safety
⚠️ Critical Safety Rule
Never block exits or paths with props, set pieces, bar carts, furniture, or any other items
Deliveries
When accepting large deliveries (liquor, Sysco, Costco, etc.):
- • Check items one by one before signing
- • Immediately report any issues
- • Suppliers often send incomplete/incorrect orders that cannot be corrected after the delivery person leaves
No Man's Area Cleanliness
- • Keep the area clean and organized
- • Push in chairs after use
- • Return polishing rags to their proper location
- • Return bleach and sanitizer bottles to the rack - don't leave them around the room
Restocking Responsibilities
🔄 Team Efficiency Guidelines
- • If bleach/sanitizer bottles are empty, refill them in the dish pit (ask dishwasher for help if needed)
- • Properly dilute bleach with water
- • If you go to refill one bottle, fill ALL empty bottles
- • If server station needs forks/napkins, restock the entire station, not just what you need
Remember: It's everyone's job to keep things stocked and organized!
For additional questions about FOH procedures, contact your Bar Manager or General Manager.