part A
POLICIES & PROCEDURES

INTRODUCTION

LET’S GET STARTED

We’ve done our best to be as thorough as possible, it is a lot of information, but hopefully with everything laid out, we can all understand each other and what we are trying to create. We want you to enjoy your time in this iconic building as much as we do. 

This manual is for all employees, we work as a team. As a team we need to understand the policies & procedures that keep our patrons, our teammates, our businesses and our licenses intact, happy and safe. All employees will work together to maintain a safe and enjoyable environment.

The Starlite Room, Starlite Sessions, River City Revival House, ConcertWorks and Be Seen Street Team are separate entities. Even if you work at a combination, when on or off duty, please respect your co-workers' space by not going behind the bar, or making any judgment calls while off duty. A note about behaviour, should you behave in a way that is unprofessional, it will reflect on your employment at your other position. 

OUR GUEST

RIVER CITY REVIVAL HOUSE GUEST

We are always working towards retaining our old clientele as well as creating a new clientele. We aim to include all walks of life, first impressions matter. We aim to please and want people to return again and again. As a piece of Edmonton’s Downtown nightlife, arts and cultural sector we need to prioritize our community and our culture,  we want to win people over. We believe in treating all customers equally, they are the foundation of our success!

• Remember; whether you are front of house or back of house staff, always remember to welcome every customer you see.

• If you have a customer complain, about any matter, please notify a manager or owner immediately. 

THE STARLITE ROOM GUEST

A Starlite Room guest is a music lover! Music lovers can be any age, any experience, and of any background. They are here to see their favourite bands, which can range from metal to punk, to country, to rock, to TSwift, and much, much more. We ourselves are music lovers and know it’s important for every guest to truly enjoy their experience from their first impressions. Security to door to bartenders and coat check, all positions are equal and are all a part of the guest experience. We want people to tell their friends and tag their social media accounts, they may even keep us in mind for future bookings, you never know how connections will be made. First impressions matter, welcome everyone the way you would want to be welcomed. 

• Not everything goes right all the time, we understand, if there is a complaint or issue, please notify a manager or owner immediately.

• Mostly, have fun, that’s the impression that people take away with them. This is a fun job, with lots of exposure. 

CODE OF CONDUCT

• RIVER CITY REVIVAL HOUSE EMPLOYEE CODE OF CONDUCT

• THE STARLITE ROOM EMPLOYEE CODE OF CONDUCT

• DISCIPLINARY ACTIONS

SCHEDULES & PAY DAY

• Schedules

• Time Management

• RTO (Requested Time Off)

• Sick Days

• Punctuality

• Breaks

• Pay Day

PROMOTIONS & DISCOUNTS

• Word of Mouth

• Coupons, Gift cards & Discounts

• Weekly & Monthly Specials

• Band Promotions & Discounts

• Drink Tickets

• Designated Drivers & Pregnant Women

• Staff Discounts & Promotions

GENERAL HOUSEKEEPING

• Safe Rides Home Policy

• Over Service Policy

• Glassware and Container Policies

• Universal Precautions & Safety Hazards

• First Aid & Naloxone

• Hand Hygiene

• Lost Belongings

• Theft Policy

• Load In/Load Outs

• Walkout Prevention

• DRESS CODE

RULES & POLICIES

• Social Media & Online Bullying

• Noise Control Policy

• Patron Scan & Servall

• Minors, 18+ Shows & All Ages Shows

• Identification

• Illegal Drugs

• Prevention of Drug or Alcohol Induced Sexual Violence

• Bystander Intervention

• RESPECTFUL Hospitality & Workplace Policy

• Resolving Workplace Conflict

• HARASSMENT POLICY

• SEXUAL HARASSMENT POLICY

COMMUNICATION

• INCIDENT LOG BOOK

• COMMUNICATION NOTEBOOK

• CONTACTING POLICE

• EMERGENCY SERVICES PROCEDURE

• Elements of Reporting

• Accidents, Incidents & Investigation

EVACUATION POLICIES & PROCEDURES

• VENUE EVACUATION

• FIRE SAFETY PROCEDURES

• Fire Exits

• Muster Point

• Fire Alarms

• Delegated Fire Marshal

• Power Loss

• Fire Plan

• R.E.A.C.T.

• Fire Extinguishers

• Fire/Safety Hazards

SECURITY POLICIES & PROCEDURES

• The Element of the Unknown

• General Security Procedures & Duties

• ASSAULT IS A CRIMINAL OFFENCE

• Use of Force

• Removing a Patron

• Ensure Safe Departure

• Assistance Required

• Radio Codes

• Violent Assault/ Sexual Assault

• PROCEDURE TO CLEAN UP BODILY FLUIDS

PART B

• OPENING & CLOSING

• SECURITY JOB DESCRIPTION & DUTIES

• PORTER JOB DESCRIPTION & DUTIES

• BARTENDERS & BERR TUB PERSONNEL JOB DESCRIPTION & DUTIES
  STARLITE ROOM

PART C