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

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

Health inspection: We passed but scored 74/100. Close gaps quickly, especially sanitation and BOH cleanliness.
Bar compliance: No utensils in standing water. Bar must keep paper towels stocked.
Handwash stations: Must always have hot water, soap, and paper towels. Replace immediately if missing.
Safety: Do not twist wires. This can cause electrical pops and fires.
Toast contracts: Fees have decreased. Credit card fees/withholdings for tip should decrease by about 12.5%.
Gratuity payroll classification: Gratuity is treated as a service charge for tax/legal purposes. For internal withholding and tip-out, Soupleaf treats it as a tip.
Role change: Joe will be AGM.

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.