Rules
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Arrive 15 minutes before your scheduled time
rule #handbook #atomic Clock-in is when you're CHANGED, mise complete, and on the floor. If you need 15 minutes to settle in, arrive 15 minutes early....
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Always confirm soigné marks with MOD before applying
rule #handbook #atomic Soigné marks in SevenRooms are notes from past visits or special requests. The host reads them; the server is briefed; the MOD...
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Never debate with a guest publicly
rule #handbook #atomic If a guest is wrong about something (the cocktail spec, the policy, the wine pairing), the response is never debate....
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Refill water without being asked
rule #handbook #atomic Sparkling or still — refill when the glass is 1/3 full. Don't ask 'more water?' — just refill. The guest will tell you if...
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Double-check spec before sending the ticket
rule #handbook #atomic Look at the ticket. Read the cocktail spec. Confirm in your head: which gin, which vermouth, which ratio. Then build. Most...
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Never criticize another staffer in front of a guest
rule #handbook #atomic If a co-worker made an error, NEVER acknowledge it to the guest as their fault. 'We dropped that ball, I'm sorry' — first...
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No personal music input during service
rule #handbook #atomic The Sonos is controlled by the music czar (see role-shift-music-czar). Staff do not pair their phones to the system, do not...
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Visual check before every serve
rule #handbook #atomic Look at every drink before it leaves your hands. Foam looks right? Garnish placed correctly? Glass clean and chilled? Any spec...
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Handle glassware by stem or base only
rule #handbook #atomic Never fingerprints on the bowl of a wine glass or coupe. Stem only for stemware. Base for tumblers and rocks. The guest's first...
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Greeting carries warmth
rule #handbook #atomic First greeting sets the room temperature. Lean into warmth: 'Welcome to Lancey' with eye contact and a smile that's actually a...
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End every interaction with a thank you
rule #handbook #atomic After taking an order: 'thank you.' After dropping a drink: 'enjoy.' After settling the check: 'thank you so much.' At the...
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No personal phone conversations during shift
rule #handbook #atomic If you need to take a personal call (childcare emergency, family), step OFF the floor and into the back office. No phone calls...
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Use the guest's name once per interaction
rule #handbook #atomic When you have the guest's name (from reservation, from a credit card, from introduction): use it ONCE per interaction. 'Right...
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Pre-shift is mandatory
rule #handbook #atomic Pre-shift meeting at 3pm (or scheduled time). Mandatory attendance. If you're going to miss, you tell MOD before, not after....
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No shouting orders across the bar/kitchen
rule #handbook #atomic If you need to communicate to the kitchen or the bar, walk over. Don't shout. The room hears the shouts; it reads as chaos....
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No 'no problem' / 'no worries'
rule #handbook #atomic Replace with: 'Of course.' 'Absolutely.' 'My pleasure.' 'Right away.' 'No problem' implies there COULD be a problem, which the...
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Clean as you go — the bar should never be a mess
rule #handbook #atomic Citrus pith in the well? Wipe. Spilled syrup? Wipe. Empty bottle? To the recycling. The bar top should look pristine even...
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Always double-check allergies
rule #handbook #atomic Every allergy is verbalized to the kitchen and confirmed back verbally. Even if the ticket has it. Even if the guest 'is fine...
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Pre-shift uniform check
rule #handbook #atomic Before you clock in, do a full uniform pass: shirt clean and pressed, pants/shoes correct, hair pulled back, nails trimmed, no...
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Never leave the floor without a handoff
rule #handbook #atomic If you need to step away from the floor — restroom, family, anything — you MUST hand off to a co-worker. 'Cover my section...
