Purpose

This guide is the operating manual for floor managers. It defines how we protect the brand, handle guest issues, run shifts, and reduce risk.

Life as a manager

• In the service industry, weekends and holidays are work days. Plan personal time accordingly.

1️⃣ Brand & Guest Experience Standards

Guest journey (manager checkpoints)

• Arrival: Host stand is staffed, greeting is immediate, and wait messaging is clear.
• Seating: Sections are balanced and the table is set before guests sit.
• During service: Pace is steady. Check on tables early so issues surface before they escalate.
• Payment & exit: Thank guests. Resolve complaints before they leave when possible.

Guest issues & boundaries

Homeless guests

• Do not allow entry if they are not dining.
• Do not physically engage.
• Ask politely to leave.
• If they ask for food and it is safe to do so, offer a pre-set snack that we keep aside.

Aggressive or disruptive guests

• Keep staff physically safe first.