Bartender Manual - Pretoria (PDF)
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2025
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Summary
This document is a bartender manual for Pretoria, updated 10/01/2025. It covers various topics such as shift rules, bar rules, service rules, and uniform standards.
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BARTENDER MANUAL – PRETORIA UPDATED: 10/01/2025 Table of Contents 1. Shifts Rules & Regulations:.............................................................................................................. 2 a)...
BARTENDER MANUAL – PRETORIA UPDATED: 10/01/2025 Table of Contents 1. Shifts Rules & Regulations:.............................................................................................................. 2 a) General Shift-Rules:.................................................................................................................................. 2 b) Standby:.................................................................................................................................................... 2 c) Substitutes:................................................................................................................................................ 2 d) Sick leave & Emergency Shift Cancelations:............................................................................................. 2 e) Shift-Hours:............................................................................................................................................... 3 2. Bar Rules:........................................................................................................................................ 4 a) Client Requests and Concerns:.................................................................................................................. 4 b) General House Rules:................................................................................................................................ 4 c) Bar Rules:.................................................................................................................................................. 4 3. Back-of-house Rules:....................................................................................................................... 5 a) Kitchen:..................................................................................................................................................... 5 4. Service Rules:................................................................................................................................... 5 a) General:..................................................................................................................................................... 5 b) Bar service and orders:............................................................................................................................. 5 5. Complaints & Compliments:............................................................................................................. 5 a) General:..................................................................................................................................................... 5 6. Bar Kits:........................................................................................................................................... 6 Items:......................................................................................................................................................... 6 7. Waiter Uniforms:............................................................................................................................. 6 a) Uniform Standards.................................................................................................................................... 6 8. Company Image:.............................................................................................................................. 7 a) Appearance Standards.............................................................................................................................. 7 9. Health & Hygiene Standards:........................................................................................................... 7 10. Trainee Rules & Requirements:.................................................................................................... 8 a) Recruitment procedure for Trainee’s:...................................................................................................... 8 b) Uniform and CI Standards:....................................................................................................................... 8 11. General:....................................................................................................................................... 9 a) Drugs and Alcohol:.................................................................................................................................... 9 b) Add On’s:.................................................................................................................................................. 9 1 1. Shifts Rules & Regulations: a) General Shift-Rules: Shifts are worked out according to shifts booked per person and should be adhered to as agreed upon. 2 shifts minimum per week is compulsory, more than 2 shifts can be worked, but only per approval from management will less than 2 shifts be permitted. Shifts should be adhered to as 1 week shift (Wednesday or Thursday) and 1 weekend shift (Friday or Saturday). Shifts are booked well in advance by one week to ensure all shifts are filled and adhered to. Any manager who issues a warning will issue it to any employee who is late for a shift or does not show up for their shift without reason or without a manager’s approval. Shifts are allocated on a fair and equitable first-come, first-serve basis. Shift polls are calculated by the number of waiters and bartenders required per shift. If a shift is booked but not received, it will be rescheduled for another day or when your services are needed. Friday or Saturday shift is compulsory. For a full weekend off, a full week (4 shifts) should be worked the week before. b) Standby: Standbys are worked out according to shifts booked and filled out before you can book that specific shift. When an employee is placed on standby, they are responsible for being available if management or other staff needs you to come in. A no-show for standby will also be issued with a warning from management as it is a designated shift given. c) Substitutes: Substitutes are the employee’s responsibility to arrange and place in their shift’s place – with a valid reason as to why the shift can’t be worked. Substitutes can only be approved by management. If an employee substitutes your shift for you, it is your responsibility to work that shift back for specified employee as arranged between both of you. If you agree to stand-in or substitute for an employee, it is your responsibility to show up for the shift – if you are a no-show it goes as a warning from management on your employee record. d) Sick leave & Emergency Shift Cancelations: For any sick leave to be approved a doctor’s note will be required and approved by management. Should you not be able to come to work due to an unplanned emergency, you need to notify the manager beforehand. 24-hour notice is required if any shift is to be missed due to valid reasons. No-shows without notifying management will be seen as a warning being issued, even with a valid excuse afterwards(depending on situation). 2 e) Shift-Hours: It is the employee's responsibility to be on time for their shifts as pointed out above. If late it is the employee's responsibility to notify management well in advance on the designated groups. No personal messages will be accepted. No cash-ups will be done before the shift is finished and duties are done and signed off by management. Should duties not be up to standard, cash up at the end of the day until it is done. Shift Times for Bartenders: o Wednesdays: 13h00 - Closing o Thursday – Friday: 15h00 - Closing o Saturday: 13h00 – Closing 3 2. Bar Rules: a) Bar Etiquette: Bar counters should always be kept clean and wiped down for client when serving them. No bartender is allowed to leave the bar when the bar is busy and counter is filled with clients waiting to be served. Tips in the bar will always be split evenly between bartenders in each designated bar. Bar area should always be clean even if it’s behind the bar where clients can’t see. If an item is out of stock it is important to notify management and the waiters so client can be notified. All fridges should always be stocked according to our levels and standards. Fridge doors must always be clean and wiped. When serving clients it is important to remember that the client comes first but just as important that the bar looks neat according to our company standards. b) Client Requests and Concerns: Any special requests should be brought to a manager’s attention regarding alcohol and/or food. If any requests and concerns can’t be fulfilled it is not your responsibility to notify the client, let the manager handle it accordingly. Should you not be able to serve a specific table, or the table requests a certain employee, notify a manager and if possible, the waiter/waitress will be placed at their table. c) General House Rules: Do not ever argue, raise your voice or concerns in front of clients, ask a manager to speak privately to you or the client. Do not chew gum or eat in front of clients or while behind the bar. Always keep eye contact with your clients as it shows respect and professionalism. d) Bar Rules: No waiter is allowed behind the bar except if specified by management. Don’t stand around the bar if it quiet. Restock the fridges and make sure your bar is clean and up to standard. No waiter drinks, bottles or glasses are allowed to stand around the bar – place it in the staff room. Always make sure the bar is clean, impressions last for clients sitting around the bar. No soft drinks that is not sold in Stoetbul will be allowed where it can be seen by clients. Only allowed in the staff room or back of house. (Monster, Pepsi, Switch etc.) Do not leave ice lying around on the floor. Place it in the ice buckets or return it to the ice fridge when not used. All bottles should have either caps on or pourers. No bottles will be permitted to stand open or a fine will be handed out. Ensure fridges are always fully stocked and fridge windows are clean. Counters should always be clean and wiped down before clients are served. 4 3. Back-of-house Rules: a) Kitchen: Do not give orders to the kitchen staff – call management to sort out any problems. Kitchen closes at 21h00 from Wednesday – Saturday – last orders to be placed at 20h30. Do not give kitchen staff any cigarettes, alcohol or money. b) Staff Room: Always keep the staffroom clean and tidy according to the company’s standards. No food allowed to be kept openly in the staffroom. When eating either place it in a takeaway box and throw away afterwards or place in your back for safe-keeping. The staffroom is not a restroom and should not be used as such. It is only for eating during breaks or to quickly take a smoke break during shift where clients cannot see you. 4. Service Rules: a) General: Always greet clients respectfully and with a smile. Under no circumstances are any employees allowed to give their number to clients or ask for a client’s number. No owner or manager’s number or personal details will be given to any client and/or potential interested members for Stoetbul staff. b) Bar service and orders: Always have focus while working, repeat orders back if needed. Should orders not be written down and it is wrong, you will be held accountable for the wrong order. Ashtrays should always be kept clean, with no more than 4 buds in them. Remember to always change the ashtrays before food arrives. If bottles are ordered, always take out sufficient ice buckets and cups for the client. No bottles to be sold in Stoetbul after 21h00 in the evenings. When specials are ordered use an ice bucket appropriate for the number of specials ordered, for example, if only 1 special is ordered it does not make sense to take out a big ice bucket filled with ice. It is a waste! NO glasses is allowed to be given to ANY clients. Unfortunately we only serve clients in cups and if a client has a problem with that call management. 5. Complaints & Compliments: a) General: Should you have a food complaint, the plate should be taken directly to the kitchen and management should be informed. Never interrupt a manager when they are at your table, or busy talking to a customer. Wait for the manager to finish before raising your concern. With any compliments or complaints, the manager should be notified if the customer wants to speak to them directly. 5 6. Bar Kits: Items: o Waiter black cloth x 2 o Bar Blade o Wine Bottle Opener o Lighter x 2 o Pens x 3 (min) o Sharp knife/scissors to open ice bags Bar kits will be checked every afternoon before shift starts. All items must be present in bar kits, if not, kits should be fully restocked and rechecked by management before your shift starts. 7. Bar Uniforms: a) Uniform Standards Some items for your waiter/bar uniforms will be provided by the company, others will need to be self-provided. The following uniforms standards should be always kept: o Short sleeve Stoetbul shirt (according to colour shown on shift sheet) o Dark Blue Jeans (no rips, fading or marks) o White sneakers/tekkies or Vellies o Plain Black Jacket(if cold) Any inconsistency with uniforms will be warranted you being sent home to get the correct uniform and keep up with our CI as stipulated below. In the case of any shirts going missing, damaged or stolen, a fee will be charged to replace the item(if we have in stock). Uniforms should aways be clean, ironed and look neat when worn. 6 8. Company Image: a) Appearance Standards As mentioned above, all uniform and waiter kit items will be provided by the company in accordance with our policies and company brand guidelines. Cowgirls: o Makeup should be worn at all times during your shift. o Your makeup should be done neatly and subtle, this includes: § Foundation or BB Cream § Eyeshadow to fit the brand look § Blush § Mascara § Lipstick/Lip gloss o Hair should always be clean and neat. o No extravagant hairstyles and colours will be permitted as it does not fit the company standards. o Nails should always look clean and neat as it is the first thing clients see when food and drinks are served. o Nails should not be too long and be easy to work with o No oversized jewellery will be permitted (earrings, rings, bracelets or necklaces). Keep it subtle and classy. o Only one necklace and ring will be permitted. o Watches are allowed. Cowboys: o No signs of makeup will be permitted on shift. o Hair should always be done n neatly, short kept in style according to the company’s standards. o No jewellery will be permitted (earrings, bracelets or necklaces). Keep it subtle. o One ring and a watch will be permitted. o No other clothing will be permitted other than the assigned uniforms, except if arranged otherwise by management. o Our company has a very strong branded look and design, and as such should always be held to the highest standards. 9. Health & Hygiene Standards: Personal health and hygiene are of the highest importance for the brand, and it is important that you keep mentally and physically fit for the job description and requirements. Always keep extra chewing gum (not on the floor) and deodorant in your personal bag during your shift. Remember to always eat before and during your shift as it can get tiring and take a lot of your energy. 7 10. Trainee Rules & Requirements: a) Recruitment procedure for Trainee’s: All new trainees will first be interviewed according to their CV and personal experience in the hospitality industry. When accepted to train at the company for any staff position on the floor or behind the bar their training will consist of: o 1 week (2 – 3 shifts) training shifts where they will shadow an experienced waiter/bartender behind the bar and on the floor. For these shifts no shift pay or tips will be paid out. o 1 week (2 – 3 shifts) training shifts where you will work on your own and be evaluated. For these shifts no shift pay will be given but tips will be paid out. o Only per management evaluation & approval will the trainee be permitted to write a company test consisting of the full scope of our menu and general company service rules. o A pass rate of 85% needs to be achieved before the trainee will be permitted to receive a POS code and able to earn shift pay. o In an event where a trainee fails the first test, they will be required to train another week before rewriting a new test. o Once the trainee fails the test for a second time, unfortunately they will not be able to continue at the company. b) Uniform and CI Standards: All trainees will be required to adhere to the company image regarding makeup (if applicable), hair & jewellery. Uniforms for trainees will be as follows: o Black plain shirt (not to reviling) o Dark blue jeans (no rips or faded jeans) o White sneakers o Black Jacket (winter) Trainees are required to have their own waiter bags and kits when starting training. Only when a trainee has successfully passed their training and tests to receive their codes will they receive the company standard shirts. 8 11. General: a) Drugs and Alcohol: No alcohol use will be permitted on shift. No drugs will be tolerated. Management can subject any employee to a drug test if warranted. Employees are permitted to drink at Stoetbul, when not on shift, but you are not allowed to become intoxicated. No drinking in any company uniform or where the brand can be affiliated with your uniform. No drinking at any other pub or bar in company uniform. If a customer wants to buy you a drink or shooter, politely decline as it is company policy. If the customer persists, notify your management. b) Add On’s: Should you be in a relationship with another employee at the company, and the relationship is anything but professional during working hours, one or both of you will be asked to leave the premises with immediate effect. Should the bathrooms be dirty, notify management. Show respect to the people you work with and serve. When a customer wants to buy you a cooldrink of food, notify management first. In case of a walk-out, the waitress will be held responsible (depending on the situation). You are not allowed to serve any friends or family. houting and swearing in front of customers, another employee or the front of house will not be permitted. 9