Table of Contents

Fixtion Employee Manual

1: Introduction

1.1: Welcome!

Welcome to Fixtion. We are extremely excited to have you on board! Your journey with us has just begun and we are sure you have many questions. Let’s get you started.

1.2: About Fixtion

Fixtion is an escape from reality, it’s an escape from routine. It’s an escape from the same old restaurant and nightlife experience. Great food meets high-energy bar. From business lunch, to craft cocktails, to VIP bottles service, we have it all. Part Alice In Wonderland, part Eyes Wide Shut, we strive to create an irresistible vibe that effortlessly blends playful whimsy with sexy sophistication. And through it all, maintaining a fun employee culture with emphasis on teamwork, attention to detail, and consistency.

Fixtion is many things: an escape from reality and from routine. Our core values are community, creativity, and credibility.

1.3: About Your Role

It takes a team of individuals working together to achieve success.

Bartender: The bartender role is the centerpiece of our establishment, providing service and entertainment in our concept. As a bartender, your role is to mix and create as you serve our guests.
Servers: This role is crucial to the success of Fixtion. Servers play an important role in guest satisfaction as they are also responsible for checking on guests to ensure that they are enjoying their meals and take action to correct any problems.
Barbacks: The bar back is the backbone of our bar program. Your role as a bar back is to prepare and supply the bar program with the tools and products needed to successfully run beverage operations.
Bussers: The busser is responsible for the overall front of house look. It is this person who will maintain the cleanliness of the floors, walls, tables, and the guest view areas. They will be responsible for restocking the bus stations with required list and zoning.
Food Runners: A food runner is a professional who is responsible for quickly and accurately delivering orders from the kitchen to guests at Fixtion. They help Waiters and Waitresses maintain a clean environment for restaurant patrons throughout the dining experience.
Hostess: A hostess or host greets guests as they enter Fixtion, takes their reservations or puts them on a waiting list, gives them menus and shows them to their seats. They may also handle phone calls and guest queries about Fixtion and menu, and assist various restaurant staff when necessary. They are also responsible for Uber Eats orders. The order will be sent to the kitchen and it’s the hostess job to make sure the order goes out correctly.

2: Training

2.1: Overview

Training is essential to the success of Fixtion. We believe knowledge is key and we are here to provide you with the right tools to ensure not only great staff experience but an overall great work environment as well.

2.2: Timeline

Training will last about a week. We will be testing on a per day basis with verbal and written assignments to ensure the overall success of our new journey.

2.3: Health & Safety

It’s never been more important for restaurants to ensure a healthy and safe experience for our guests and staff. Health and safety will be included in the training experience with expectations regarding standards of procedures.

2.4: Expectations

Our goal for after training will be to have an effective, dedicated, trained, and certified staff to be able to maintain our expectations and perform at a high volume.

3: Health & Safety

3.1: Personal Hygiene

Shower and launder your uniform before every shift. For the guests you serve, you are the face of your restaurant. Present yourself as neat and professional. Not only will you support your restaurant’s success, but you will also see an increase in the tips you take home.
Wash your hands regularly and well. Scrub your hands with soap for twenty seconds every time they need a wash, and dry them with an air dryer or paper towel—not your uniform. Wash your hands after using the bathroom (of course), after touching your hair or clothing, and after handling money, credit cards, or dirty dishes. This is as important for your restaurant’s reputation as it is for your guests’ health; guests notice if a server neglects hand washing, and they are never impressed.
Keep your body free of strong scents, including perfumes, colognes, and cigarette smoke. Guests throughout Fixtion should be able to smell food being prepared, not their servers, and some guests may be allergic to chemicals using artificial scents. Any grooming products used by servers should be unscented.

3.2: Building Safety

Preventive Measures: Fixtion will provide workers with the necessary equipment to ensure workplace safety. Absorbent rags and squeegees will allow everyone to clean up spills quickly to prevent falls. Servers will be required to wear nonslip shoes and to ask for help when serving large orders or moving tables and chairs. (SWARM)
Training: Training will consist of theoretical and hands-on components to ensure that everyone is able to practice workplace safety before beginning work. OSHA, the Department of Labor and state labor departments provided Fixtion with training materials that convey safety information and comply with federal and state workplace safety regulations. (ServSafe)
Considerations: Working in a restaurant like Fixtion provides many young workers with their first real-world job experience and or hospitality experience, and we allow eager workers to gain knowledge, while looking out for their safety. OSHA requires restaurant workers to be at least 18 years or older to operate certain equipment and to least 16 years old to work extended hours.

3.3: Allergen Safety

When finished greeting the table next would be to ask your guests if the table has any allergies we should be aware of.

When writing an order with an allergy, circle the seat number and clearly write the allergy next to it and convey it in the POS.

In the POS system type the allergy on the ticket so BOH is aware of the guest allergy and are informed while preparing the ticket. Then communicate directly with the Chef and MOD that there is an allergy at said table.

4: Social Media Guidelines

Everyone is hired as a promoter
Social Media is a key component to acquiring new customers and ultimately greater compensation for everyone.
Story posts are expected 1x per day (with @fixtion_orlando tagged) and any extra posts are great
Liking and commenting on each post is mandatory
When you do not meet expectations, you may have disciplinary action taken against you
When you perform well, you may be rewarded

5: Employee Guidelines and Policies

5.1: Uniforms & Tools

It is the employee's responsibility to be fully dressed in a correct and clean uniform before their shift begins. Any tools required for the employee's role are considered part of their uniform.

For roles whose uniform includes a venue-branded shirt, 1 shirt will be provided for free. Additional shirts are available for purchase.

Employees may be subject to uniform checks and can face disciplinary action if any part of the mandatory uniform is missing.

Equally important to being in proper uniform during your shift is ensuring that you are not in uniform when not working a shift. Customers should not mistake you for an employee who is able to help them when you are not working. This includes before shifts, after shifts, and on days when you are not scheduled.

5.2: Establishment Provided Tools & Equipment

Many tools and equipment will be provided for you to enable you to succeed in your role. These items remain the property of the establishment, and it is important that you take care of the tools you are entrusted with.

If an employee damages, loses, or fails to return any equipment or tools, they may be held financially responsible.

5.3: Off the Clock Employees

When an employee is not clocked in, they should never enter into employee-only areas. An off the clock employee should respect all the same rules as a regular guest.

Employee only areas include but are not limited to behind bars, server stations, kitchens, storage areas, alley ways, & offices.

Employees who are not scheduled and clocked in should never access a point of sale terminal for any reason.

5.4: Employee Meals

Employees are encouraged to enjoy dining at the venue, and employees may be given an employee discount on meals and drinks.

There are, however, certain restrictions on this policy:

Employees must be off the clock while dining or drinking at the venue
Because an employee must be off the clock, they must also ensure they are not in uniform
Employees are not permitted to ring in their own orders
Employee meals must be rung in and discounted by a manager, and must be paid immediately

5.5: Employees Behind the Bar

Employees should never be behind a bar unless their scheduled role requires it. The only roles that should ever be behind a bar are bartenders and bar backs.

Any other role needing anything from behind the bar must ask for it from a bartender or bar back.

6: Front of House Guidelines

No smoking or vaping
No drinking during your shift, unless given express permission by a manager. Bartender and VIP Waitress should refer to their individual sections of this manual for further guidance.
Hanging out after your shift is over is allowed as long as not in uniform
Small infractions have a 3 strike policy.
Large infractions are grounds for immediate termination
Zero drug tolerance
Guests are expected to drink responsibly. All the servers need to make the manager aware of any guest that seemed to be intoxicated and need to stop serving them alcoholic beverages.
Keep the back bar clean, organized and free of personal items. No plastic cups, empty bottles, fruit cutting station clean with small bin placed for fruit discard.
Keep the bar top clean. Remember “ABC” (Always be cleaning) It takes seconds to clean the bar top.
Do not pull pour spouts from other bottles to cover what you’re using. Make sure spouts are in a designated area should you need more.
Stay off phones during your shift. You can promote at the beginning of your shift or during slow times
Work your section of the bar. Night shift should never have to leave their designated area
Come to work dressed and ready to go. If you MUST get ready at work, come early and do not step behind the bar until you are ready to go
Keep your well organized at ALL times. Refer to the default picture.
When using your station keep all tools where they belong. After completing your drink, rinse shaker tin and place it back in its proper place. Do not take from someone else’s well!
Make sure you have everything you need at your station at the beginning of your shift
RING EVERYTHING IN!
NAME EVERY ORDER! Either pre-authorize or if they don’t want to start a tab ask for a name for the order. If you fail to do either you could be responsible for the tab.
All tabs that were rung in accidentally, without the items ever being prepared, should be named "mistake"
Do not prop your leg up on any furniture or equipment behind the bar. Please conduct yourself in a professional manner.
Be familiar with your bar. You should know where everything is.
When collecting receipts keep yours separated for easy closing at the end of the night.
At closing, there should be absolutely no open tabs unless a manager is needed to close them
Throughout your shift walk the bar and straighten chairs
All Cocktail menu drinks MUST be poured to spec. Always use a jigger!
All Cocktail menu drinks must be garnished to spec. It should look and taste the same no matter who makes them.
BE ON TIME FOR YOUR SHIFT! You have a 5-minute window. If you’re scheduled at 9, you have until 9:05.
When ordering food. Give a card to pre-authorize or grab a manager to discount it right away. Any staff tabs left will be the responsibility of the person who rang it in.

7: Back of House Guidelines

When in the kitchen area it is important to follow procedure to ensure safety and to help the kitchen staff stay efficient. When orders are received the kitchen staff will place their tickets in the order they are received. It is important to wait until a ticket has been placed with your order to ensure you are grabbing the right food. This prevents anyone from inadvertently grabbing someone else’s food. Each ticket has the information needed to identify whose order is up and what was ordered. It is especially important to pay close attention to this information as some individuals may have allergies and crossing orders could be dangerous. Once you’ve identified your ticket and your order is complete, gather any necessary condiments and proceed to your table.

8: Terminology

On the Fly Needing to be done quickly.
Corner Used when going around a corner to prevent crashing into someone else.
Knife Used when carrying something sharp.
Low Count Any product that’s running low and needs to be replenished.
Coming in, Coming out Announced when entering or exiting the kitchen.
Chit Another name for the order ticket.
Dead Plate Food that can’t be served. Possible reasons include being cold, overcooked, or forgotten by a server.
On Deck Food that’s coming up next.
OTS On the side.
SOS Sauce on side.
DNM Do not make.
Walk-In Large fridge or freezer.
Top A table with x number of people (four top, six top, etc.).
MOD Manager on Duty
Bank Money given at the beginning of your shift used to provide change. ($300)
Drop Any money collected from cash transactions throughout your shift. (e.g., If John has 157.47 in sales, his drop should be $157.47 after counting out his bank. ($300).
86’d This refers to an item that is no longer available at the bar.
In the Weeds Busy and
On the Rocks On the rocks is a phrase used to describe a drink served over ice cubes. It is typically used to refer to alcoholic drinks such as whiskey, vodka, or gin.
Neat neat means that the drink is served without any ice or mixers.
Up Any cocktail typically a martini served chilled that has been shaken or stirred and strained into a stemmed glass.
Well The cheapest or most inexpensive liquor.
House House liquor refers to any brand that is considered a bar’s go to liquor. House liquor is generally slightly higher quality than well liquor and is often on special.
Call A mixed drink for which one specifies (i.e., calls) the exact brand or brands of liquor to be used. Call drinks generally cost more than well drinks, but are typically mid grade.
Premium Premium liquor is a term used to describe high-quality alcoholic beverages, usually made from the finest ingredients and aged for a longer period of time than regular liquors.
Super Select These liquors have the highest standards of production and cost top dollar. Super selects are often aged for 20 plus years and use the finest and or rare ingredients.
Roll A method of gently mixing a drink by pouring it back and forth between the glass and a shaker tin. This combines ingredients thoroughly without melting as much ice or adding as much air as shaking would.
Mocktail a non-alcoholic drink consisting of a mixture of fruit juices or other soft drinks.

9: Roles

9.1: Bartenders

As a Bartender your areas of responsibilities span the entirety of the bar before, during, and after operating hours. You will be responsible with mixing and creating cocktails, serving lunch & dinner to patrons, and serving alcohol to guests responsibly and efficiently.

Steps of Service

Greet guests first with a smile and then with a napkin or coaster prior to taking an order, so that your peers are aware that they have been greeted.
Introduce yourself and let the guest know that you’ll be taking care of them, but anybody at the bar can help them.
When taking an order, writing down the order is not mandatory but recommended, especially when taking a larger food order.
Ask about allergies or dietary preferences. Alert a manager and label the check as the allergy type to avoid any contamination. Also personally let the chef know in the event of an allergy.
ID when necessary. As a rule of thumb, anyone who appears to be under 35 should be ID’d.
If the guests are dining, set the guests up with placemats, silverware, flatware, etc.
Periodically check in on your guests and your peers as well. This can include, but is not limited to asking how’s their food, if they are celebrating anything or how their day is going.
Once finished with their meal be sure to ask guests if they’d like dessert or any additional cocktails.
If any food is leftover ask each guest if they would like a to-go box.
Collect payment and give change, if needed.
At the end of the guest dining experience be sure to thank them for visiting.
At the beginning of shift, each bartender will be assigned a station by a Bar Manager or Lead. You are expected to be present in your station
Your station responsibilities include setup, stocking, and cleanup / breakdown upon getting cut or at the end of shift.
Be sure to maintain a clean work station throughout your shift.

Prior to Service

Preparation is key. Making sure your station is ready to go first and foremost is of utmost importance. Communicate with your neighbors and bar backs covering what we’re missing in order to provide a fluid and efficient service day..
Mis en Place: (French) A term used to describe the preparation behind a workstation, including but not limited to all ingredients ready to go, and all tools ready for work. Essentially, everything has its place & function.
All Bartenders must bring their own tools. Pens, shakers, bar keys, and strainers.
Check the cleanliness of the bar and be sure to look for any messes, spills or debris left behind from the night before.
Set up bar mats, mixing glass and all bar tools for each well. Follow the workstation imagine for reference.
Clean and stock all juice and mixer bottles at each station.
Glassware should be ready for service, clean, chilled, and within reach etc.
Stock herbs. Herbs should look bushy and crisp. Discard wilted or brown greens. (Rosemary, Thyme & Mint)
All speed rail bottles should be placed according to the default setting pictured. (Refer to image pictured)
Disposables are stocked (Napkins, straws, etc.)

During Service

Keeping Mis en Place organized and tidy is crucial. In case you have to step away from your station, your station should be ready for use in the event that a peer has to step in to serve a guest.
Station should never be messy, sticky, smelly etc. and definitely never within guests view.
Be guest minded, looking for their best interest and experience at all times. If in any doubt, speak to a manager on how you could improve.
2/2 Rule: Within either two bites or two minutes of guests enjoying a product, ask if everything is perfect or if they need anything at all, or ask how their meal is.
Communicate with each other on how or what could be restocked during service before it is required or necessary.
Make drinks and ring them in accurately. Accuracy in not only charging but accounting for the product is extremely important in keeping everything accounted for.
Ring in food accurately and timely, being mindful of allergies. Allergen protocol will be discussed during training.
Check a guest out accurately and efficiently. Remember that as tipped employees, ringing up a check accurately is how we eventually make our money.

After Service

If cut before closing, reset your well as if it’s the beginning of your shift unless stated necessary to completely close your well.
Input all tips from receipts.
Count out your bank ($300) and neatly fold all receipts.
Count the remaining cash, wrap with receipt paper and label it “Drop” with the amount.
Neatly place bank ($300), receipts and Drop inside your bank bag.
Pull and discard any remaining drinks left on the bartop.
Break down your well and clean the bartop.
Wipedown your bottes and all the shelves
Help with restocking the cooler and replacing empty liquor bottles
Check your bar par and sign the bar par book if all the bottles match the par. Notify your MOD if there are any discrepancies.
Check out with a manager.

Product Knowledge

Having a thorough knowledge of the products available at your restaurant is essential to providing excellent customer service. This includes not only being able to answer detailed questions and make helpful suggestions, but also being able to explain the ingredients, preparation methods, and nutritional information for each item on the menu. In addition to familiarizing yourself with the menu items and how they are ordered and served, it is important to stay up to date on any changes in the menu or product offerings. Employees should also be able to answer questions about daily specials, seasonal ingredients, and any other related topics.

Lunch & Dinner Menu
Brunch Menu
Cocktail Menu

Liquor Brands & Spirit Knowledge

Having knowledge about different types of liquor and liqueurs is essential for anyone working in a restaurant. It helps bartenders to make better drinks and enables servers to make well-informed drink suggestions and serve the correct drinks to customers. Knowing the difference between various spirits, liqueurs and other alcoholic beverages can also help reduce waste due to inaccurately ordered items. Furthermore, having an understanding of liquor and liqueurs helps improve customer experience by giving them a wider range of options to choose from. Finally, being knowledgeable of different styles and tastes of liquor also allows restaurants to create unique, innovative cocktails that will keep customers coming back. Bartenders will be required to have full understanding of the following spirits and the brands that provide them.

Vodka
Gin
Rum
Tequila
Whiskey
- Bourbon Whiskey
- Scotch Whiskey
Cognac
Liqueurs

9.2: Servers

Restaurant servers are responsible for positive guest interactions while serving guests in a friendly and efficient manner. Servers play an integral role in ensuring our guests have exceptional dining experiences. At all times, servers are expected to be attentive to our guests' needs, making them feel welcome, comfortable, important and relaxed.

The best servers are passionate about food and service and thoroughly enjoy creating excellent experiences for our guests. They have a friendly, outgoing disposition.

Expectations

Prepare room for dining by setting decorations, including : candles, napkins, service plates and utensils
Protect establishment and patrons by adhering to sanitation, safety and alcohol beverage control policies
Help patrons select food and beverages by: presenting menus, offering cocktails, suggesting courses, explaining the chef's specialties, identifying appropriate wines, and answering food preparation questions
Stay updated on current menu choices, specialties and menu deviations, knowing if the kitchen staff is running out of any items
Transmit orders to bar and kitchen by recording patrons' choices and identifying patrons' special dietary needs and requests
Keep kitchen staff informed by noting timing of meal progression
Serve orders by picking up and delivering patrons' choices from bar and kitchen; deliver accompaniments and condiments from service bars
Respond to additional patron requirements by inquiring of needs; observing dining process
Maintain table setting by removing courses as completed, replenishing utensils, refilling water glasses, being alert to patron spills, or other special needs
Properly open and pour wine at the table side
Conclude dining experience by acknowledging choice of restaurant and inviting patrons to return
Obtain revenues by totaling charges, issuing bills, accepting payment, delivering bill and payment to host, and returning change or credit card and signature slip to patrons
Contribute to team effort by accomplishing related results as needed
Convey menu information over the phone to guests and give accurate estimate of delivery time
Perform basic cleaning tasks as needed or directed by supervisor
Fill in for absent staff as needed
Assist with special events as needed
Adhere to grooming and appearance standards consistently
Promptly address customer service issues and refer guests to management when necessary

Guest Greeting

Taking control of your table right off the bat is a great way to connect with your guests and be more efficient. So, when I greet a table, the first thing I say is “Hi, is this your first time joining us at Fixtion?”

If the answer is “yes,” follow up with, “if you’d like me to run over the experience I’d be more than happy to give you some suggestions or guide you on how to best access the menu.” In doing so, you’re being helpful without seeming too pushy and offering the table the option of being autonomous.

If they do want help with the menu, start by offering a few options from each section (starters, entrees, desserts, cocktails) that you personally enjoy and know well enough to elaborate on. By making the first move and providing suggestions you’re comfortable with, you’ll come off as knowledgeable and be providing great customer service. This is a great way to set yourself up for success.

If the answer is “no,” and they’ve been to Fixtion before, take a more passive approach and mention, “Well, if you need any suggestions or have questions, I’m here for you.” It may seem simple but using the right verbiage here is key. You want them to feel like they’re being taken care of without coming off as intrusive.

Just by piquing their interest in you, you’re building a relationship beyond guest and server and using your personality to your advantage.

Table Check-ins

Steps of Service

Greet the Guest
- Greeting should occur within 2 minutes of the table being seated.
- Hello , welcome to fixtion my name is ____. I’ll be taking care of you today! Is this your first time here? Great. Well as you know (or if you don’t know ) we are a scratch Kitchen. Everything we make here from our sauces to our burgers ARE made in-house. Our daily special is ____. Please let me know if you have any allergies or any questions about the menu. My personal favorite dish is ____. Holding the craft cocktail menu say "Our craft cocktails are amazing as well" - (Let’s make sure we leave the craft cocktail menu every time a table is sat or at the bar)
- Smile and always be warm and inviting.
- Introduce yourself to the table.
- Place a beverage napkin on the table.
- Offer beverages to the table; suggest specific alcoholic and non-alcoholic beverages.
- Repeat your name three times within the first interaction.
Return Beverages
- Beverages should be delivered to the table within 2-4 minutes.
- Inform guests of daily features.
- Be descriptive. Use words like: tantalizing, succulent, and scrumptious.
- Ask if anyone has any questions about the menu.
- Suggest an appetizer and entrée by name.
- Take the order.
Stage the Order
- Time courses accordingly. If these times are not being met it is your responsibility to notify a manager.
  - Appetizers: 8-12 minutes
  - Salads: 8-12 minutes
  - Entrees: 18 - 22 minutes
- We do not auction off food; position numbers are mandatory and posted in the kitchen for review.
Mark the Table
- Make sure there are condiments and utensils for certain food items (ketchup, steak knife, forks). We must always anticipate our guest's needs. They shouldn't have to ask you for anything during their visit.
Delivery of Food
- Serve ladies first, then gentlemen by lowest pivot point number.
- Food is delivered by hand, never on serving trays.
Check Back
- Ask about food quality after 2 bites
Table Maintenance
- Check beverage levels; offer another round of drinks
- Remove unused plates, glasses, B&B's, wrappers, etc.
- Guest should have in front of them only what they are using.
Clear the Table After Entrees
- Within 3 Minutes of the last bite
- Remove everything the guests are not using.
- Do not stack dishes on the table.
- Do not stack dishes against your body; it is messy and looks sloppy.
Desserts, Coffee, & Cordials
- Dessert menus must be dropped.
- Suggest specific desserts, coffees, after dinner drinks, etc.
- Desserts: 8-10 Minutes
- Coffee: 3-5 Minutes
- Table Maintenance continues until the guest's departure.
Check Presentation
- Stand presenter up
- Thank the guests and ask them if they are loyalty members or if they are interested in becoming members. Let them know you will take the bill when they are ready.
Prompt Check Reconciliation
- Guests do not like to wait long for their bill to be processed after a delicious dinner.
- Process payment and rewards points promptly within 2 minutes of taking their payment.
Thank the Guest
- Invite them back soon!
- Always thank the guest for coming in. Without them we wouldn't be here. Give them your name and ask them to request you when they return.

Taking & Placing Orders

Greet the entire table and use guests names if applicable.

Clover device can be used to take orders. If the device is not used, the following steps need to be followed. Write their name, Table number Write the orders in sequence of seat numbers (1, 2, 3, 4, 5...) For wine, make sure to write down pertinent details which include: vineyard, varietal, and vintage Use the “NO _______, SUB _______“ format when subbing things in or out. Make sure to read back the order to each guest as you finish taking their order for accuracy.

Clearing the Table

Remove serving platters first, then plates, and then silverware. Do not stack while in guests view. In general, clear the largest items from the table first, and work your way down to the smallest items. Serving trays may be used when clearing the table.

Presenting the Tab

The bill should be presented on the left side of the Fixtion checkbooks with the guest receipt underneath the original copy and handed the guest or if in conversation left on the table at hands reach and that the guests are aware that the check is being presented.

Closing the Tab

Handheld device should be used at the table to close out the tab.

Guest Departure

When any guest is leaving, a simple “thank you for dining with us” or an acknowledgment is key, Even if it is not your guests is extremely important when performing in hospitality that we make sure we are addressing and acknowledging OUR guests.

Resetting the Table

Server is co-responsible, along with bussers, for resetting and clearing unneeded dishes, silverware and glasses.

Side Work

Side Work will be determined in categories such as openers and closers and will be constantly changing to improve the success and innovative process of the server role.

Checklists for opening, closing, and during-shift work will be available on the 7tasks app.

Menu Familiarization

We expect employees to be familiar with the food menu and details of each item. There will be food tastings throughout training. Food allergies need to be addressed with each guest.

9.3: Bar Backs

As a bar back, your responsibilities include keeping the bar stocked with ice, product, juicing, etc. The Bar back role is the backbone of the bar program and restaurant. Communication is absolutely key in running a smooth and successful bar program.

A bar back should feel comfortable IDing guests when bartenders are busy.
Every bar back will be expected to complete at least one prep shift a week. If it is your preference to work said shift then you will be scheduled accordingly.
At the beginning of a shift, you will be assigned an area of responsibility, which is not limiting your area of responsibility, just prioritizing it.
Your focus should be in facilitating the bartender role, and making sure that the venue is running smoothly.
Stocking and providing the wells with ice is a priority, especially during the busiest hours.
Preparation and organization are key. Knowing where everything is kept, keeping products and managing when they expire are crucial.
The bar back role should know where everything is stored, in case anyone should need.
You must know how to accurately refill product according to color code system.
Knowing where cleaning materials (broom, dustpan, mop) will be necessarily.
Stock the bar as if you won’t be there for half the night. If you feel as though the bartenders can’t make it through you haven’t stocked well enough
Major focus points: Fruit caddies, Napkin caddies, Bottles, Juices, Glassware & Ice!
Fruit caddies should have the following: 3 full lime wedges, 1 full lemon wedge, one lime wheel, one lemon wheel. There should also be herbs at each station. (Mint, Thyme & Rosemary)
Fruit caddies should be inspected and cleaned daily
Juices should be dated checked and rotated if necessary
Be familiar where absolutely everything is. Inspect the bar daily. Keep items where they are supposed to go.
Throughout your shift walk the bar and straighten up chairs, clean spills and sweep trash
Keep walk-in clean and organized at all times. Make sure things go in their designed areas

Closing Procedures

Every surface has to be cleaned properly. Behind the bar; shelves, bar top, tiers, speed wells, sinks. Make sure you use appropriate cleaning products for different surfaces. E.g Stainless steel cleaner for for stainless steel counters.
Restock all the coolers including Reb Bull display coolers. Make sure all the empty liquor bottles are replaced.
Bar mats should be scrubbed of any debris nightly and hung grid side down to dry
Bar mats need to be hosed down out side once a week.
BE ON TIME FOR YOUR SHIFT! You have a 5 min window. If you’re scheduled at 9, you have until 9:05.
When ordering food. Give a card to pre-authorize or grab a manager to discount it right away. Any staff tabs left will be the responsibility of the person who rang it in.

9.4: Bussers

The busser is responsible for the overall front of the house look. It is this person who will maintain the cleanliness of the floors, walls, tables, and the guest view areas. They will be responsible for restocking the bus stations with required list and zoning which include:

Preparing Fixtion for guests by cleaning, setting decorations, service plates, and utensils.
Protecting the establishment and guests by adhering to sanitation and safety policies.
Maintaining menu presentation by keeping menus clean and replacing damaged or soiled pages.
Maintaining table settings by removing courses as completed, refilling water glasses, and being attentive to additional needs.
Supporting waitstaff by setting up and replenishing condiment stands and busser stations.
Closing dining facility by cleaning chairs and tables, sweeping and vacuuming floors, and removing trash from the facility.
Updating job knowledge by participating in staff training opportunities.
Enhancing Fixtion’s reputation by accepting ownership for accomplishing new and different requests.

9.5: Food Runners

A food runner is a professional who is responsible for quickly and accurately delivering orders from the kitchen to guests at Fixtion. They help servers maintain a clean environment for Fixtion’s guests throughout the dining experience including:

Delivering food orders to guests quickly and accurately
Upholding sanitation and food safety principles
Bussing tables by removing dirty dishes and trash
Checking in with guests to ensure their experience is satisfactory
Relaying reports of customer satisfaction to the management and relevant parties
Ensure patrons have all the appropriate tableware they need to properly enjoy their food
Assist setting up tables before service with appropriate utensils, napkins and decorations
Handle various impromptu requests from guests

9.6: Hostesses

A hostess or host greets guests as they enter Fixtion, takes their reservations or puts them on a waiting list, gives them menus and shows them to their seats. They may also handle phone calls and guest queries about Fixtion and it’s menu, and assist various restaurant staff when necessary including:

Welcoming guests in a warm and friendly manner.
Tailoring their dining/lodging needs.
Seating guests and manage the seating chart including coming up with floor plans for servers daily.
Monitoring restaurant activity to determine seating and dining flow.
Being aware of kitchen food times and creating a necessary waitlist with times that will reflect the amount of time the kitchen needs to catch up. If the kitchen is running behind, the waitlist should be implemented even though there are open tables.
Responding to guest inquiries and requests in a timely, friendly, and efficient manner.
Performing opening and closing duties, as needed.
Assisting others with side work including, but not limited to cleaning, stocking, folding silverware, etc.
Helping fellow team members and other departments wherever necessary to maintain positive working relationships.
Answering the Fixtion phone and distributing information for guests inquiring via phone.
Uber Eats orders (see below for the uber eats manual)

Uber Eats orders will be handled by the hostess. The kitchen will receive the order on their Ipad and the hostess will also be able to see the order on theirs. They must make sure the order is correct and package the order in the brown paper bags. Once the food is bagged place our logo sticker on the bag and staple the kitchen yellow copy to the bag. Be sure to double check and make sure the order name matches with the driver's order when they arrive.

9.7: Door Hosts

Responsible for greeting guests upon arrival, checking patrons IDs, and enforcing proper dress code for entry.

Greet guests upon arrival
Check IDs
Check for proper dress attire. The allowed dress attire differs with different promotions and different times of day.
Diagnose if patrons are too intoxicated to enter
Say goodbye to guests as they leave and enforce no patrons leave with any alcohol outside

9.8: VIP Waitresses

Responsible for providing guests with bottle service and an unforgettable VIP experience.

VIP waitresses are responsible for providing presentations, pouring drinks, and maintaining cleanliness throughout their assigned section.

This manual will discuss several knowledge areas essential to your server position, including:

How to properly greet guests
How to create a unique, one-of-a-kind escape from reality for each and every guest
Proper upselling strategies
How to take an order and serve guests drinks
Presentation, Policy and procedure that caters to each guest’s experience
Proper table service etiquette
How to interact, maintain, and create new clientele on a nightly basis
How to maintain a professional demeanor while engaging with the clients
How to handle a client’s tab and closing procedures
Nightly closing and cleaning procedures

Function & Responsibilities

As a VIP waitress you are not only responsible for exceptional customer service but providing the guest with a unique and personal experience as well as providing the guests with drinks and purchased products while maintaining cleanliness throughout their assigned section.

Greeting Guests

Providing the guests with a good first impression upon arrival is essential as a VIP waitress.

Greeting guests with a warm, polite, and professional demeanor is essential for all VIP waitresses and employees at Fixtion.

Taking Orders and Upselling

ABC: Always Be Closing. As a VIP waitress, you are responsible for providing the guests with a menu and pricing upon greeting. Waitresses should always be striving to upsell and exceed their tables minimum required spend. Waitresses are required to be knowledgeable of each menu item and suggestive selling techniques, such as upselling and recommending similar products the guest is inquiring about.

Presentations

VIP waitresses are responsible for providing a unique and special prop presentation for each an every table dependent on table size and appropriate bottle and product purchased.

Table Etiquette

Waitresses are responsible for providing guests with drinks as well as shot options upon arrival of the bottle service. Waitresses should always offer drinks and shots to the lead of the table and ask the lead for instruction on who to serve drinks and shots to.

Waitresses are allowed to engage with the client, upon her discretion and comfortability while maintaining professional composure while working.

If a guest has any special requests and needs unable to obtain yourself, always attempt to go above and beyond by informing management to attempt to execute the request.

Opening Procedures

At the beginning of each shift, waitresses are expected to arrive date ready with proper uniform attire.

Waitresses will be instructed to clock in upon arrival and begin to set up tables properly.

Waitresses will then be required to prepare and organize any props that will be used throughout the night.

Waitresses are also expected to take group photos and post a social media promotion before the beginning of each shift.

Waitresses are to be prepared and ready for

Waitresses are required bring a lighter, have a fully charged phone, and a pen prepared.

Closing Procedures

At the end of each shift:

Waitresses will be responsible for discarding of all open containers from tables by 2am.
Once guests are properly farewelled, waitresses will be required to clear tables of all trash, buckets, and crafts properly.
Waitresses are expected to sanitize and clean seating areas and tables thoroughly.
Waitresses are then to be checked out by a manager on duty once cleaning is complete to ensure cleaning procedures are done properly.
Waitresses are then given the option to stay for check out or leave once relieved by a manager.
We ask that all waitresses leaving property be escorted out by a former employee to ensure safety.

Personal Appearance

Your overall image is our image. You make a distinct impression on each of our guests. Attractiveness does not necessarily depend on a beautiful face and figure but is a combination of good taste, good manners and a pleasant personality.

Waitresses will be required to maintain proper hygiene as well as properly kept hair and nails.

Waitresses are restricted from chewing gum and using tobacco products, including to but not limited to vapes and e-cigarettes.

A professional yet warm demeanor is required at Fixtion Orlando. We expect all employees to maintain and provide a positive and enthusiastic attitude throughout the shift, no matter the circumstances. Additionally, a smile is part of your uniform.

Uniform

You will be informed of the uniform requirements when you start with us. Additionally, you are responsible for keeping your uniform neat and clean. There is no excuse for reporting to work outside of uniform.

Nightly uniforms will be assigned weekly by the shift lead.

Ordering Procedures

When starting a tab for a table, confirm you have imputed the correct order, any additional products, and have labeled the tab with the correct table number and details before sending the order.

Cash Payment

If the customer is paying cash, ALWAYS collect the cash up front with gratuity included in the price. Remember to count the cash in front of the client to confirm it is the correct amount. Then place the cash in an envelope labeled with the correct table and any additional information and seal the envelope.

Card Payment

If the customer is paying with credit, collect the card and a form of identification matching the card. If you are unsure about the form of identification, ask a manager to confirm it is valid for use. Always make a copy of the ID and credit card being used and place the paper and cards in an envelope labeled with the table number. Until the table is closed out, the customer’s identification and payment is your responsibility.

Third Party Payment

Customers may also pay with third party payment methods, such as CashApp and Venmo. When collecting this payment, it is collected up front, sent to the club’s third party account, and a picture of the payment confirmation is required and sent to management.

Suggestive Selling

Always be persuasive and display complete confidence when suggesting a superior product.

Make suggestions so positively, that the guest wouldn't dream of questioning your recommendation. Remember guests are coming to Fixtion as an escape of reality and a once in a lifetime experience. You are their guide in this experience and are expected to know menu items and pricing. If you display confidence and complete product knowledge, the guest will trust your judgment and allow you to guide them down the rabbit hole.

Every customer is planning to spend money. Through suggestive selling you will increase the team’s nightly pooled income.

Check Out Procedures

Before presenting the check, always double check to confirm you have charged the correct bottles to the right table and confirmed the price with the guest. Be aware there may be bottle specials, surcharges, and to include gratuity.

If you are unsure about any prices or charges, ask a manager before closing the tab.

Before closing out a guest, ensure the guest has reached their required table minimum spend.

Additionally, ensure the guest is satisfied with their order and does not want any additional items before doing so.

Closing Out a Table

When closing out a table, double check that you charged the correct price for the bottles and added any additional products ordered, such as bottled water or red bull.

Once the payment has been approved, two receipts will print, merchant copy and customer copy. If the payment is declined, ask the customer for a second form of payment, always making a copy of the identification and card for our records.

When the receipt is presented to the guest, collect a signature on the merchant copy of the receipt and return the card and form of identification to the guest. Next, place the merchant copy of the receipt with the copy of card and identification into the enveloped made previously and seal the envelope to be stored.

Sanitation

Throughout the night if any disarray, such as any spills or bodily fluids, is in your assigned area, waitresses are required to immediately alert the busser to clean the area.

9.9: Managers

Make sure the music is turned off at 2 a.m.
All the guest should be out of the venue and all the drink should be removed by 2:15 a.m.
Start the checkout process as soon as the bartenders have finished adjusting the tips.
Make sure that all the coolers including the Red Bull display coolers are properly restocked.
All the surface behind the bar, the bar top and all the booths and tables need to be thoroughly wiped down and cleaned.

10: How You'll Be Evaluated

Employees will have verbal assessments on a daily basis. Written assessment will be throughout the week. A sit down assessment will be performed at the completion of the training. During the employment, sit down assessments will be performed on a quarterly basis.

11: Conclusion

Offering great service is not only about meeting your guest’s expectations, but anticipating and exceeding as well. Guests expect efficient and attentive service which includes taking the order and serving it correctly. Satisfied guests return more often and tell friends and others about your outstanding service. In conclusion, we are extremely excited about this new venue and new project.