SUPPORT WELCOME BOOK
Within this Welcome Book, we will cover the following aspects:
- Your Role Responsibilities
- Support Positions: Host, Floor, Barback
- Additional Guidelines
- Uniform Policy
- Menus
- Floor Plan
- Social Media Policy
- Sexual Harassment & Discrimination Policy
- General Company Information
- Conclusion
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1. ROLE RESPONSIBILITIES
As a Support, your responsibilities include, but are not limited to, the following:
- Arrive to work 15 minutes early for a pre-shift meeting with the manager.
- Pleasantly greet all guests as they enter the restaurant.
- Check customers’ identification and confirm it meets legal drinking age (if Security is not present, and only after 8pm).
- Manage the waitlist at the door.
- Walk guests to their tables with menus.
- Wipe down menus as they’re brought back to the host stand.
- Coordinate with the Kitchen Expediter to deliver the correct meals to the correct tables.
- Assist servers in delivering beverages to tables.
- Garnish all drinks accurately and load on a tray for team members to take.
- Have in-depth knowledge of the food and drink menu, with the ability to explain menu items upon delivery to guests.
- Retrieve any items requested by tables.
- Assist servers in clearing used/dirty dishware, silverware, glassware, and napkins from tables.
- Reset tables timely and efficiently to achieve maximum turnover.
- Stock service stations, remove garbage and maintain washroom facilities over the course of service.
- Maintain bar and dining room over the course of service by clearing tables and floor of debris, tending to spills and breakages, cleaning windows and ledges, maintaining clean facade of building and sidewalk.
- Stay up-to-date with company policies.
- Support other restaurant staff members by assisting with other tasks, as needed.
- Pleasantly thank all guests as they leave the restaurant
- Arrive at work with a high-level of personal hygiene.
- Refrain from consuming ANY alcohol or drugs before or during shift.
- Set up restaurant for service, and tear down at the end of service.
- Attend staff meetings as scheduled.
- Report any negative feedback from guests to the manager.
- Maintain a positive attitude and friendly demeanour.
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2. SUPPORT POSITIONS
The Support role involves various different tasks, most of which fall within 3 categories. Each shift, you'll be assigned to one of these positions:
HOST
Being the first impression of the restaurant makes this a very important role. As a host, you have the capability to set the tone for our guests' entire evening, and by following the below guidelines, we can ensure the guests' experience is as positive as possible.
Within the Host role, there are 2 different positions you will be assigned to on your shift, both of which work together as partners:
1. iPad
2. Door
iPAD
The person working the iPad is responsible for managing reservations and incoming guests. Their duties are:
- Remain at the front door at all times.
- Greet every guest within 10 seconds or less.
- Welcome every guest as if they’re coming into your home. Rather than the abrupt “Hi, how many?” choose the friendlier option: “Welcome! Come on in! How are you this evening?” We want to create an impression that is welcoming, energetic, casual, and a lot of fun.
- After 8pm, ensure security staff are checking IDs and giving stamps to all patrons entering. If security is not perfiorming this task, please inform the Manager On Duty (MOD).
- Keep a consistent observation of which tables are open, which are sat, and which are about to pay and leaving shortly.
- Create a planned rotation of which section will be sat next, and where each group will be sat next.
- Do not move reservations around unless approved by MOD.
- Always update iPad before you seat the table to avoid forgetting (the board should always be live).
- Before guests are taken to their tables, kindly inform them of our 2-hour seating time limit.
- If a shorter time limit is given (for example, if we are accomodating a walk-in but we have a reservation coming in shortly afterwards) their "out by" time must be 15 minutes prior to the next reseveration.
- "Out by" times must be communicated to guests before they are sat.
- Maintain a consistent positive attitude towards guests at the door. Security staff or a manager will always handle unpleasant guests.
On high volume reservation nights, the Manager On Duty will be the person working the iPad.
DOOR
The person working the door coordinates with the person working the iPad and acts as the iPad's main point of contact since they are unable to leave the front. The door person's duties are:
- Seat guests by walking them to their table
- While walking guests to their table, say "Welcome to Ruby Soho!" and inform them where the washrooms are.
- Once at the table, let guests know that their server (by name) will be right over to greet them.
- Inform the server they have a new table.
- Use the other iPad to update the board.
- Immediately return to the front to seat the next table. This is especially important on high volume nights.
- On slower nights, float around and assist other roles while still gliding back to help the iPad person with seating.
Reservations & Waitlist
All of our reservations and waitlist are managed through "Resy", our online reservation system ran through our iPad at the host stand. In addition to reading this Welcome Book, you will also be required to watch the Resy training videos before your first shift.
Resy Training: https://www.screencast.com/t/iz5JpXF28
Password: rightthisway
FLOOR
This roll takes ownership of the floor and works as a team with the servers to ensure each guests' experience is seamless. Working the floor mainly consists of running food and drinks, and floating.
RUNNING FOOD & DRINKS
It is the collective responsibility of all servers and support to assist everyone in delivering food and drinks to tables. Our goal is to have drinks delivered within 4 minutes, and food within 20 minutes.
Seat Numbers
- Food must be delivered according to the seat numbers on the chit. Servers will be ringing in orders using the following guidelines:
- Standing at the table with their back to the kitchen, when at all possible.
- For tables that are “sideways” in the room, standing at the obvious head of the table.
- Seat 1 is always the first seat to the left of where they’re standing.
- Seats move clockwise around the table from there.
Do not “auction” the dishes to the table (i.e. announcing the dish to the entire table waiting for someone to claim it). Place them down according to seat numbers, clearly naming each dish to the guest.
- When at all physically possible, serve from the left, standing behind the guest rather than reaching across the table.
- For drinks, only ever handle the glass from the bottom half, avoiding your hands touching any part of the glass where their mouth may touch, and handle wine and champagne glasses from the stem only.
"Presenting the Plate"
When delivering the plate to the correct guest, you will be required to “present the plate” describing at least 3 items about the dish, really romancing the meal. Follow these guidelines:
- Title of the dish as per the menu.
- Feature ingredient(s)
- Unique element
As an example, we would say:
- Here is the Soho Burger
- with a house-made patty topped with American cheese
- and a side of garlic parm fries
This is much more appealing than just saying “Burger and fries.” Our Chef took great care in curating our food program and we want to express these fine details to our guests.
FLOATING
This role encompasses various tasks as required. Some examples are:
- Clearing tables of glassware, plates, cutlery, garbage
- Doing roll-ups and other side duties
- Resetting tables
- Running food and drinks
- Garnishing drinks
- Cleaning up spills
- Levelling tables
- Seating guests
- Opening and closing duties as outlined by the manager.
Spot Checks
Spot Checks are to be completed throughout your shift as you move through the venue, and are performed constantly to ensure the best possible guest experience:
Spot Sweeps:
- Every 30 minutes
- A 360º view: Quick laps inside and outside the venue making sure there is no debris on the ground, and sweeping it up if so.
Bathroom Checks:
- Every 15 minutes
- Clean mirrors, floor, and restock items as necessary
Clean Windows:
- Every 15 minutes
- Use paper towel, hot water, and vinegar
Host Stand:
- Clean, organized, and presentable.
- No dirty rags, dirty glassware, water bottles, or unorganized menus
Lost and Found:
- Ensure its manageable and not unsightly.
- Always tell a manager before putting an item in lost and found.
BAR BACK
Barbacks and bartenders work as a team behind the wood to ensure drink times stay at 2 minutes or less. Their duties are:
- Fill up ice wells
- Refill syrups and juices
- Get restock from basement
- Load glasswasher
- Polish and put away glassware
- Change kegs
Multitasking is a key competency in the support role. Being able to master this capability and work autonomously and efficiently is a great next step towards moving into a server or bartender role should you have the desire.
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3. ADDITIONAL GUIDELINES
FULL HANDS IN, FULL HANDS OUT
Bring as much dishware to the kitchen as possible, and pick up food to deliver on your way out. Similarly, bring as much glassware to the bar, and deliver drinks on your way out, too. Every step and every movement count.
SOFT EYES
This is a tool that can be very beneficial in the restaurant. It involves constantly looking over your surroundings to see if anything is out of place. Noticing debris on the floor, dirty menus sitting on a bench or seat, drink trays left on tables, are just a few examples. Take note of things that are out of place and return them to where they belong.
GUEST RIGHT-OF-WAY
As our guests walk through the restaurant and we cross paths with them, step aside and give them the right-of-way at all times. Regardless of whether or not we’re carrying food or drinks, or how urgent our task is, we always give the guest the right-of-way. We are welcoming guests into our home and it’s important that we host them as such, treating them with the courtesy they deserve.
STANDARDS TO ABIDE BY
If you notice a guest drop their cutlery - replace it in an instant rather than simply telling their server.
If a guest pulls you aside and requests their server - see if it’s something you could assist them with first.
If someone inquires where the washroom is - offer to walk them there, rather than motioning through the restaurant.
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4. UNIFORM POLICY
Black long sleeves and black jeans are our preferred uniform. We understand this is weather dependent. Black short sleeves may be worn on days that are warm/hot. We want you to feel comfortable at work.
YES |
NO |
Women - Shirt:
✔️ Black
✔️ Plain
✔️ May have sleeves or no sleeves (long sleeve always preferred)
✔️ May be full length or cropped
✔️ Straps must be 2" min.
|
✖️ No patterns or logos
✖️ Show a lot of mid-drift (crop tops)
✖️ Tube tops
|
Men - Shirt:
✔️ Black
✔️ Plain
✔️ Must have sleeves (long sleeve always preferred)
|
✖️ No patterns or logos |
Bottoms:
✔️ Black pants - denim or chinos (black jeans always preferred)
✔️ Black jean shorts (min. 3" inseam)
✔️ Black biker shorts (min. 3" inseam)
|
✖️ Yoga pants
✖️ Short shorts
✖️ Rips
|
Jackets/sweaters:
✔️ Black crewnecks
✔️ Black blazer or cardigan
✔️ Covers must fit properly
|
✖️ Hoodies or jackets over uniform |
Shoes:
✔️ Black or white Vans
|
✖️ Dirty shoes |
Hats:
✔️ Plain black toques allowed
|
✖️ Ball caps |
Overall Appereance:
✔️ Jewellery and accessories allowed
✔️ All uniform items must be clean
|
✖️ Wrinkly or dirty clothing
✖️ Oversized/baggy clothing
✖️ Cell phones on the floor during your shift
|
Hair:
✔️ Can be worn up or down
✔️ If your hair is worn up, please ensure it is neat
✔️ You can add fun clips, braids, etc.
|
✖️ Messy buns
Overall goal is for hair to look neat, brushed, and clean
|
Makeup:
✔️ Clean, fresh face
✔️ Natural, clean makeup or creative makeup is allowed
|
We love everyone for how unique they are. Our overall expectation is for you to come in with a fresh and rested smiling face |
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5. MENUS
Menus are available online at: www.rubysohobar.com Please begin to study them in time for your first shift.
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6. FLOOR PLAN
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7. SOCIAL MEDIA PERSONAL USE POLICY
Ruby Soho strives to maintain a positive image, and has adopted this policy to ensure that our staff members are reminded that they continue to act as representatives of our company outside of business hours. In this respect, all staff are expected to be aware of their responsibility to conduct themselves in a manner that is appropriate when making reference to the company or, if they are publicly associated with the company on their personal social media accounts.
In general, Ruby Soho supports the use of social media and this policy is not intended to interfere with the private lives of our staff members, or impinge on their right to freedom of speech. This policy is designed instead to ensure that Ruby Soho's image and branding are maintained.
Ruby Soho staff members that maintain personal social media accounts (public or private) are required to comply with the following guidelines as they relate to their association with Ruby Soho, and in general, employees should always use their best judgement when posting material as it relates to Ruby Soho.
- Where a staff member publicly associates with Ruby Soho on their social media accounts (ex. if their account clearly indicates that they work for Ruby Soho), all materials associated with their page may reflect on Ruby Soho. In this circumstance, inappropriate comments, photographs, links, etc. should be avoided.
- Posts involving the following will not be tolerated and will subject the individual to discipline:
- Inflammatory comments or disparaging remarks made about Ruby Soho, its employees, customers, or vendors; and
- Discriminatory and defamatory statements or sexual innuendos regarding co-workers, management, customers, or vendors; and
- Dishonorable content such as racial, ethnic, sexual, gender, religious, and physical disability slurs
- Proprietary and confidential company information;
- If employees encounter a situation relating to the company while using social media that threatens to become antagonistic, employees should immediately remove themselves from the conversation and seek the advice of management.
Employees should always represent Ruby Soho in a positive manner. Any employee who fails to follow the guidelines set out in this policy may be subject to disciplinary or corrective action, up to and including termination of employment.
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8. SEXUAL HARASSMENT & DISCRIMINATION POLICY
Ruby Soho is committed to providing a safe environment for all its employees free from discrimination on any ground and from harassment at work including sexual harassment. Ruby Soho operates a zero tolerance policy for any form of sexual harassment or discrimination in the workplace, and treats all incidents seriously and promptly investigates all allegations of sexual harassment or discrimination. Any person found to have sexually harassed or discriminated against another will face disciplinary action, up to and including dismissal from employment. All complaints of sexual harassment and discrimination will be taken seriously and treated with respect and in confidence.
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9. GENERAL COMPANY INFORMATION
PAYCHEQUES:
- You will be paid twice per month (bi-monthly).
- Our pay periods run from the 1st-15th, and the 16th-month end.
- Paycheques get directly deposited on the 7th and 22nd of each month. If either of those dates fall on a weekend or holiday, you will get paid on the weekday prior.
- Vacation pay is paid out to you on each paycheque.
- If you work on a statutory holiday, you will be paid public holiday pay plus premium pay, and will not receive a substitute holiday.
SCHEDULING:
- 1 weeks worth of scheduling will be posted 2 weeks ahead of time.
CLOCKING IN:
- Your punch-in ID will be the last 4 digits of your phone number.
- You must clock in and out for every shift.
PROBATIONARY PERIOD
- Your probationary period is the first 90 days of your employment.
- Both parties may assess suitability of employment with Ruby Soho.
- Employment may be terminated during your probationary period for any reason without the obligation of Ruby Soho providing notice or pay in lieu.
OFF LIMIT AREAS:
- Behind the cooking line
- Inside the prep room
- Behind the bar
- In the office.
STAFF SMOKING AREA:
- In the alleyway behind the building (off Portland St).
- Staff must always remain out of sight from guests when taking a smoke break.
DRINKING AFTER WORK ETIQUETTE:
- Staff are more than welcome to consume drinks/food after their shift (before 2am).
- Once clocked out, all staff areas become off limits while you're visiting the restaurant as a guest (kitchen, behind bar, downstairs, storage rooms, etc)
- Please note: As a staff member, you will be held to a higher standard to conduct yourself in an appropriate manner while consuming alcohol on the premises.
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10. CONCLUSION
In closing, Ruby Soho prides itself on being a fun, welcoming establishment with not only an elevated food and drink program, but also employing outstanding staff who are friendly, professional, and able to deliver high quality service. We chose you because you exhibit these attributes, and we couldn’t be more excited to get started with you.
Thank you for joining our team.