Service Operations
Real-time service communication protocols and prioritization systems for efficient guest service at Vault Speakeasy.
Service During Shows
🎭 Show Awareness & Quiet Service Protocol
🚨 Critical: Ongoing Performance Awareness
Always be mindful that a live performance may be happening. Guests have paid for an immersive experience that can be disrupted by service noise.
Lamp System is Key During Shows
- • Train every guest on lamp usage - prevents disruptions
- • Demonstrate: "Off for service" when seating guests
- • Re-train guests who flag you down instead of using lamps
- • Lamps prevent guests from interrupting performances
Quiet Service Guidelines
- • Move quietly and deliberately - no rushed movements
- • Minimize conversation volume when approaching tables
- • Use hand signals with team when possible
- • Keep radio communications essential only
- • Avoid loud plate/glass contact during service
Service Timing Awareness
- • Pre-show service: Take orders quickly before performance starts
- • During performance: Focus on lamp responses and quiet delivery
- • Between acts: Window for more active service if applicable
- • Post-show: Resume normal service volume and interaction
Food Running System
🔴 Red Light Communication Protocol
Step 1: Kitchen Signals Food Ready
Kitchen hits light switch on receipt printer → red light turns on by bar
Step 2: Staff Response
Staff sees red light → immediately heads to kitchen
Step 3: Signal Acknowledgment
Hit button under red light on the way (turns it off, signals to kitchen/other staff that food is being handled)
Drink Running Protocol
🍹 Universal Drink Running Standards
🎯 Core Principle
We all run drinks. If drinks are ready at the bar and you're free, run them—regardless of section.
Pooled Tip Impact
- • Do not wait for only your section's drinks
- • Drinks left melting cost everyone tips in the pooled system
- • Team efficiency directly impacts everyone's earnings
- • Every drink delivered quickly improves guest satisfaction
Execution Protocol
- • Check bar regularly for completed drinks
- • Take any ready drinks if you're available
- • Verify table numbers before delivery
- • Communicate with bartender if table assignments unclear
High-Volume Service Flow
⚡ 250-Guest Simultaneous Service Reality
🚨 Service Reality
250 guests are seated at once. Service operates in short, intense bursts.
Intensity Requirements
- • Stay fully present and move fast for the entire one-hour show
- • No downtime during service - constant motion
- • High energy and focus required throughout
- • Team coordination is critical for success
Timing Criticality
- • Even a one-minute delay on an order backs up the entire room
- • Every second counts during peak service
- • Think ahead and anticipate next steps
- • Communicate delays immediately to management
Food Service Protocol
- • Food is run as ready - never hold items to batch an order
- • Hot food priority - deliver immediately
- • Don't wait for complete orders - partial delivery is better than cold food
- • Communicate to guests when remaining items are coming
Kitchen Interface Protocols
🍽️ Dish & Pass System Management
🎯 Critical: Left/Right System
Dirty bus bins go on the RIGHT side of kitchen pass. Clean items return on the LEFT side.
This prevents cross-contamination and ensures clean items don't get mixed with dirty ones.
Dirty Item Protocol
- • Place dirty bus bins on RIGHT side only
- • Stack appropriately to prevent breakage
- • Remove food debris before placing in bins
- • Never mix sides - this prevents sending dirty items to guests
Clean Item Pickup
- • Dishwasher returns clean items on LEFT side
- • Verify items are properly cleaned before taking to service areas
- • Report any questionable cleanliness to dishwasher immediately
- • Handle clean items with care to maintain sanitation
Lamp Service System
💡 Table Lamp Request System
Guest Request Process
Each table has a lamp with button. Guests turn lamp OFF to request service.
Server Response
Server turns lamp back ON immediately upon arrival (prevents double coverage)
Guest Education
- • Always demonstrate lamp system when seating guests
- • Re-demonstrate if guests flag you down instead of using lamp
- • This prevents disruption during performances
Radio Communication Protocol
📻 Professional Radio Etiquette
Channel Assignment
FOH staff must always be on Channel 7. Check your channel before each shift.
Communication Format
Proper Format:
- "Tim for Max" → "Go for Max" → [message] → "Copy"
- "Kitchen for Track 2" → "Go for Track 2" → [message] → "Copy"
- Always wait for acknowledgment before delivering message
Keep Communications Clear
- • Concise and clean language only - no casual conversation
- • No unnecessary chatter - guests can hear unprofessional radio noise
- • Essential communications only during service
- • Speak clearly and wait for confirmation
Equipment Care
- • Return radio to charger immediately when shift ends
- • Check battery level at start of shift
- • Report equipment issues to management immediately
Track Number System
🏃 FOH Track Assignment & Equipment Management
Track Assignment
Each FOH staff member gets a numbered track (1, 2, 3, etc.)
- • Your track number determines your equipment and responsibilities
- • Radio and Toast device must match your track number
- • Equipment stays with your track for the entire shift
Track Responsibilities
Track 1
Responsible for bus cart setup and maintenance
Track 2
Responsible for server station setup and stocking
Track 3
Responsible for kitchen station coordination
Track 4+
Additional responsibilities as assigned by management
Equipment Return Protocol
- • Return all equipment to your designated track location
- • Radio goes back to charger with your track number
- • Toast device returns to charging station with matching number
- • Never mix equipment between tracks - maintains accountability
Track Accountability
- • You are responsible for all equipment assigned to your track
- • Report any equipment issues immediately to management
- • Check equipment condition at start and end of shift
- • Equipment discrepancies delay shift changes - be thorough
Service Priority Order
📋 Service Prioritization Matrix
Lamps (Table Service Requests)
Immediate guest needs - highest priority
Running Food
Hot food quality and timing critical
Running Drinks
Support bartender during busy periods
Bussing
Table turnover and cleanliness maintenance
Order Taking Efficiency
⚡ Revenue Per Show Optimization
Time is money. Get orders efficiently and move on. Don't spend 20 minutes with one table.
Core Order-Taking Protocol
- • Get the order concisely and move on - be efficient, not chatty
- • Always read back the order as you enter it in Toast - confirms accuracy and speeds kitchen
- • Enter orders as you go - don't wait until the end to input everything
Large Party Protocol
👥 Managing Big Tables
Hit the STAY button after every 2 guests
- • Tickets fire as you go - kitchen and bar start immediately
- • Prevents bar from waiting 5 minutes just to get slammed with a 10-drink order
- • Spreads workload evenly instead of creating bottlenecks
- • Faster service = happier guests = higher tips
Service Philosophy
🎯 Efficiency Over Everything
Serve 5 easy guests in the time it takes to serve 1 difficult guest. Don't get bogged down - keep the revenue flowing.
Toast Terminal Procedures
🖥️ Server Terminal Operations
The server terminal is located on the far right of the bar (when facing the bar).
Clock-In/Clock-Out Procedures
All Staff Must Use Server Terminal
- • Servers should clock in on the server terminal
- • All staff should do the same - use the server terminal for clocking in/out
- • Your clock-in is on camera and verifiable - this protects both you and management
Receipt Printing
- • Receipts can be printed from your handheld device
- • Pick up printed receipts at the server terminal
- • This centralizes receipt pickup and reduces confusion
Proactive Service Philosophy
⚡ Maximum Revenue Mindset
Be proactive. Be autonomous. Shows only last one hour - give it your all. You're there to make money and we all share in the tips.
Core Philosophy
- • Don't drag the team down - your effort affects everyone's tips
- • Help us all go home with more money - collective success benefits everyone
- • One hour of maximum effort - shows are short but intense
When You Find Yourself Standing Around
🔄 Never Idle - Always Contributing
Kitchen Support
- • Bring clean glassware from kitchen to No Man's
- • Restock kitchen station supplies
Bar Support
- • Polish glasses and cups
- • Restock bar products and supplies
- • Top off champagne for guests
Floor Operations
- • Bus tables actively
- • Look for lamps turned off (service requests)
- • Restock server station
Prep Work
- • Roll up silverware for future shows
- • Prep service supplies
Revenue Impact
💰 Every Action Drives Tips
Every proactive task you complete allows someone else to focus on revenue-generating activities. More efficiency = higher revenue per show = bigger tips for everyone.
Spill & Incident Response
🧽 Spill Management Protocol
Handle Yourself First
Clean spills yourself first - supplies available in No Man's area
When to Get Assistance
- • Sanitary/biohazard issues
- • Glass breakage (safety hazard)
- • Large spills requiring specialized equipment
This system ensures fast, coordinated service that maximizes guest satisfaction and revenue per table. Follow these protocols consistently to maintain our operational velocity.