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. 

RIVER CITY REVIVAL HOUSE GUEST

As a business recovering from the lockdowns and restrictions of the Covid-19 pandemic, we are 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. With Covid’s lasting effects on Edmonton’s Downtown 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. 

EMPLOYEE CODE OF CONDUCT

CODE OF CONDUCT
River City Revival House & The Starlite Room

• Zero Tolerance Policy of behaving in a discriminatory or intolerant fashion (including harassment of any kind).

• Zero Tolerance Policy of online bullying.

• Zero Tolerance Policy for on duty Staff Drinking Alcohol, Marijuana use and Illegal Drug use.

• Zero Tolerance Policy of  staff providing alcohol to minors.

• Zero Tolerance Policy of staff selling drugs (both legal and illegal).

• Absolute NO GREASING POLICY. Greasing will result in immediate dismissal. (Greasing is the act of taking money in exchange for bypassing a lineup or getting something free, like into a show).

• Zero Tolerance policy of theft of any kind.

• Staff will be neat and tidy in appearance and in proper dress code. All staff will present themselves in a professional, polite and courteous manner.

• Staff will not become involved in lengthy discussions on religion or politics while on duty.

• Staff will not criticize any employee or regulation except to; Managers, Assistant Managers, Head of Security or Ownership at an appropriate time. 

• No reading of material other than material applicable to your job while on assignment unless authorized.

• Cell phone use is limited to work use only. If you are caught playing games, personal texting, personal Social Media use (social media is limited to work use), while on duty this may result in your termination. 

• No radios (with the exception of radios provided) , TVs, tape recorders, walkmans, CD players, video games, i-Pods, mp3s, laptops, iPads/tablets or any other entertainment devices should be carried while on duty.

• Till iPads (and any other iPad owned by ConcertWorks) are to be used only for their specific purpose.

• Security (and any other staff members) will not carry handcuffs, batons or any other prohibited or restricted weapon.

DISCIPLINARY ACTIONS

DISCIPLINARY ACTIONS
River City Revival House & The Starlite Room

We have a 3 month probationary period. During this time you may be terminated without cause.

If disciplinary action is required between an employee and Management, it will be verbal or in writing. River City Revival House, the Starlite Room and ConcertWorks works on a three-strike system. Each level of offense is assigned a strike count.

STRIKE 1:  These offences are the lowest level, and act as a first warning.

• Late, with no notice.

• Being unreasonably rude or inhospitable to a guest or staff member.

STRIKE 2: These offences should be considered a final warning.

• Not showing up for a shift (with notice).

• Showing any kind of dishonesty.

• Deliberately not protecting our business against walkouts.

• Insubordination to any rules or procedures set before you.

ZERO TOLERANCE 

STRIKE 3: An offence of this magnitude will result in immediate termination.

Examples include, but are not limited to:

• Serving alcohol to minors.

• Damage to company property.

• Theft.

• Being under the influence of alcohol, marijuana or illegal drugs while on duty. 

• Violence, physical assault, sexual assault or threats to any guest, staff member or other person.

• Harassment and/or Sexual Harassment to any patron, co-worker, employee or employer. (Any person)

• Falsifying or manipulating company documents.

• Habitual tardiness or absenteeism without manager approval.

• Giving away food or beverages without manager authorization.

• Discourteous or inappropriate behaviour.

• Refusal to follow policies as defined by management.

• Refusal to follow policies and legislation as defined by AGLC.

• Discrimination of any kind

• Unfair and/or intolerant treatment towards co-workers and patrons.

• Refusal to follow policies and procedures as defined by ownership and management.

• Refusal to follow policies and procedures as defined in our Safer Spaces and Inclusion policy.

• Any activity (including but not limited to social media) considered harmful or detrimental to River City Revival House, The Starlite Room, Temple Bar, ConcertWorks, Be Seen Street Team, Starlite Sessions, Infest or the safety of the staff, patrons or any other person(s) or business. 

SCHEDULES & PAY DAY

SCHEDULES
River City Revival & Starlite Room

Schedules are made weekly, posted on our Facebook Staff page or Messenger Group. They are also physically posted on the post behind the bar in Revival or on the wall in the Staff area of Starlite. You are responsible for knowing what your shift is. If you cannot access the schedule please be sure to contact a manager. No shift changes are allowed unless approved and signed off by a manager first. Better yet, request the time off to begin with!

TIME MANAGEMENT
River City Revival & Starlite Room 

You should arrive at your scheduled shift approximately 15 minutes before your start, this will give you time to gather your necessary tools, (pens, bottle opener, etc) and learn any features, promotions or unavailable menu items. Please sign in when you are about to start your shift and sign out when you are finished. 

Prior to coming in, you are expected to know:

• What day(s) you work

• What time you start

• Daily specials

• Upcoming promotions

RTO (REQUESTED TIME OFF)
River City Revival & Starlite Room

If you need time off for a night out, a vacation, etc. you may request the time off by filling out the “requested time off” book (kept in the cupboard behind the bar, beside the til tape).  If you are scheduled you are expected to work. Remember, a request is just that; it does not guarantee you will get that night off. Please ask your manager about specific “black out dates”, these events are booked months in advance and require all hands on deck, for example Juno week, Pride Festival, etc. If you are planning an extended holiday (ie. a month in Peru), know that in our peak seasons we cannot always accommodate holding your position, or employment.

SICK DAYS
River City Revival & Starlite Room

Due to Covid-19, if you are ill, please do not come into work. You are still expected to contact us with as much notice as possible, and speak directly to a manager. Calling in sick less than 2 hours before a shift is an imposition to not just Management but all of your co-workers. This is unacceptable notice, please, give us as much notice as possible. Voicemails, texts and emails are not considered proper notice unless they are replied too.  We realize that not all illnesses are foreseeable, however, in such cases a Doctors note may be requested.  If your availability changes, please fill out a new availability form for management. 

PUNCTUALITY
River City Revival & The Starlite Room

If you are running late for a shift, please call a manager immediately and let them know. If you are starting at a time when you know traffic will be busier than usual, include that in your time to get ready. Repeated tardiness is not acceptable.

BREAKS
River City Revival & The Starlite Room

Starlite Room staff should always have someone covering their station prior to leaving the till they are responsible for.  Revival opening staff is occasionally alone in the room, if you leave your station, please inform someone in the BOH. Under no circumstance are uniformed employees to be sitting at the bar. If you need a sit break, please inform your direct manager and they will direct you to the staff area.

All cigarette breaks must be approved by a manager. Sections and stations will need to be covered. Please use reasonable judgment when requesting to step outside. If the room is too busy, a break may be denied at that time. We request that all staff smoke in the designated smoking areas, away from the entrance. We request that Starlite Bartenders limit their smoking to only during set times, as bars tend to get busy during the set changes. We request that all kitchen staff smoke away from the front entrance, preferably not in a chef uniform. No smoke breaks will be allowed between 1am and 3 am.

Please ensure another staff member is watching your section, bar, or station. This includes notifying the on duty manager that you will be out of your section or behind the bar. No eating is permitted in front of house unless approved by a manager.

If you need to use the bathroom during your shift, ask someone to cover your station while you are gone and, if need be, notify a manager so they know where you are.

PAYDAY
River City Revival & Starlite Room

Paydays are on the 15th and the first day of the month. Pay periods run bi-weekly from the 25th of the month to the 10th of the following month and the 11th  of the month 24th. It is up to all staff to remember to sign in and out for each shift worked. If your hours are not filled out when it comes to cut off then you won’t get paid for them until the next pay period. If there is any discrepancy on your cheque, please bring it up with the General/Venue Manager ASAP so that there are no additional delays in correcting your pay.

PROMOTIONS & DISCOUNTS

WORD OF MOUTH PROMOTIONS
River City Revival House & The Starlite Room

If we know one thing about representation, we know you are our best promoters. Word of mouth promotions are the most effective tool we have, and it’s free! We want you to bring your friends, bring your family, bring your peeps. We want them to know, (a) why you want to work at Revival and the Starlite Room; and (b) What an awesome room this is to party in! 

There will be times when staff will be expected to help with promotions (flyers, handbills, special event tickets, podcasts), we are always watching and know who’s promoting.

Ownership and Management are all open minded people who love hearing new promotional ideas, if you have an idea you’d like to try out, share with us we love to see people taking initiative. 

COUPONS, GIFT CARDS & DISCOUNTED PROMOTIONS
River City Revival House & The Starlite Room

We have several current coupon style discounts and promotions going on. For a complete update on all promotions and/or discounts please visit the staff page on Facebook or the Bar Bible. The following are valid until for an extended period of time:

• GIFT CARDS, these cards have been prepaid and are good for both food and drink. 

• We frequently donate show tickets and membership to charities. All Box Office Personal will be aware of any coupons, and/or guestlist the night of the event. All patrons who receive a coupon or guestlist to any Starlite Room or Temple Bar show are subject to the Rules and Regulations defined through our app, ticketing service, website and our Safer Spaces & Inclusion Policy.

DAILY, WEEKLY & MONTHLY SPECIALS
River City Revival House & The Starlite Room

You should continually be up to date on all upcoming events, and constantly have promotional materials to hand out to friends, customers and anyone else you want to see having a good time on your next shift.  

River City Revival House

Weekly & monthly are posted in the staff messenger chat and on our socials.  This includes Pop Up parties, Happy Hour Prices, etc.  Please remember all food specials are only available with the purchase of a beverage. 

The Starlite Room

Events are listed on the Starlite Room website and socials.

BAND PROMOTIONS & DISCOUNTS
River City Revival House

Only when specifically told by the in house promoter or ownership do we offer discounts to touring bands.  This discount is for band members only. This does not include family members or girlfriends. This is due to the “buyout” negotiation in touring bands contracts. It is almost always 20% off food, with free soda pop, coffee and or tea. If there is a discount or free alcoholic beverages it has been pre arranged and prepaid by our in house promoters.

Band promotions & Discounts
The Starlite Room

We do not give out discounts to bands or artists. Most touring bands have riders that have been fulfilled by the promoter and/or promoters runner(s). There may also be prepaid drink tickets.

DRINK TICKETS
River City Revival House & The Starlite Room

Only when specifically told by management or ownership are you to accept drink tickets. You will be told which colour these drink tickets are and what they are good for (ie. domestic beer, hi-balls, certain breweries products etc.). It is incredibly important that these drink tickets are to be used only for the beverages they are good for, these tickets have been prepaid by the Promoters, Private Hosts, etc. 

PROMOTIONS & DISCOUNTS FOR DD’s & PREGNANT WOMEN
River City Revival & The Starlite Room

We encourage all of our employees to provide FREE non-alcoholic beverages to Designated Drivers and pregnant women.

STAFF DISCOUNTS
River City Revival & The Starlite Room

All staff receives a 25% off Food Discount.  Food is not to be ordered during peak hours, or when the kitchen is busy. Our kitchen tends to be the busiest prior to shows, if you are prone to hunger at that hour, come extra earlier please. Ordering food while on shift needs to be approved by your MOD.  This discount is not available for food specials. This discount is also not available for your friends and family, just for you.  If you have a special party or event and would like to be able to have a special food or drink item, please let the ownership know prior to the party, like, over a day prior.

Guest list (aka show tickets) will be determined by show, because there is not always availability for guest list at all shows,. If you would like guest list tickets please provide as much notice as possible, particularly for shows that will surely sell out or shows that are promoted by a company outside of ConcertWorks. If you would like to attend a show you must have the shift booked off, even if you have guest list (the same person who writes the guest list isn’t always the same person making the schedules). This privilege extends to all ConcertWorks shows that are off site.

GENERAL HOUSEKEEPING, RULES & POLICIES

ENSURING INTOXICATED PATRONS GET HOME SAFE
River City Revival & The Starlite Room

Providing a safe way home for our patrons doesn’t necessarily mean these patrons will take the ride provided.  It is our job to be diligent. Anytime we assist or attempt to assist an intoxicated person find a safe way home please:

• Record to incident in the Communication Notebook, this includes times when a patron insists on taking the train or riding their bike. 

• Take a picture of the back of the taxi or Uber. Be sure to get the taxi number, taxi company, as well as the license plate.

Transportation will be offered (i.e. cabs) to any patron leaving intoxicated.  If Security witnesses a visibly intoxicated patron leaving the establishment with the intention to drive, it is their responsibility to ask them;

• If they have a designated driver.  

• If the patron does not have a driver designated, offer to call them a cab. 

• If a patron says they have no money for a cab - ask management for funds to cover the patron’s costs. 

• If the patron is concerned about leaving their car behind, offer to call and if necessary, pay for Designated Driver Service.  

• If the patron still refuses and insists on driving, Security should request that patron voluntarily surrender keys

• If the patron refuses to surrender keys Security must record their Driver’s License information and license plate number. 

• Staff or Management will then forward information to police and report them as a Drunk Driver.

ENSURING ALL STAFF GETS HOME SAFE
River City Revival & The Starlite Room

Being sure our employees get home safely is incredibly important to us. Under no circumstance is any employee (including managers & owners) to be locking up and walking out on their own in the middle of the night. 

We encourage all employees to remove anything that might tip off unsavory folks that you may be carrying money (like tips), items like; aprons, T-Shirts, logo patches, etc. If anyone need a safe ride, or a walk to their vehicle, it is never an issue, so just ask.

OVER SERVICE, SLOWING & CUTTING OFF ALCOHOL SERVICE 
River City Revival House & The Starlite Room

Please follow your ProServe training when it comes to slowing down service. If someone appears intoxicated, please cut service immediately, and alert all other serving staff and security.  Offer this patron a bite to eat, non-alcoholic beverages (for free), and ask how this patron is getting home. Same applies for people who have arrived appearing intoxicated. Remember, according to the law, if a person has been over-served, it is the responsibility of the server, the management and owner, who can all be held liable. If you are ever in doubt, please ask a manager to assess and deal with the situation.

That being said, this industry requires you to create an appropriate balance. We are still in the industry of serving alcoholic beverages, we just want to ensure everyone’s safety at the same time. 

BROKEN GLASS POLICY
River City Revival & Starlite Room

At Revival we ask that when any staff member is able, please remove plates, cutlery and glassware as soon as the customer is finished with them. This includes all other empties and debris, such as napkins, torn coasters, empty beer cans, etc.  While serving, we suggest always carrying a tray and rag. Not only does it look neat and tidy, it always leaves you prepared on the floor to quickly bus tables or to clean any messes that may arise. In The Starlite Room, bussing empties is a primary task of our Porters, although we do ask that all employees remove empty glassware and cans from bathrooms, tables and ledges whenever they are able to, particularly when returning to their stations after a break.

As a live music venue, The Starlite Room very rarely serves any beverage, alcohol or otherwise, or food in glass ceramic containers. However, Revival does use glassware and our hard liquor often comes in glass bottles. As a result, breakage can happen. We have broken glass bins located:

• Behind the bar at Revival.

• In the kitchen

• In the porter room. 

Please clean up all broken glass immediately and dispose of it in the closest bin. Once the bin is full, please carefully transfer broken glass to a cardboard box, seal it, label it,  and transfer it to the dumpster.

NEVER SCOOP ICE WITH A GLASS, only use those aluminum scoops.

On occasion glass can break in or near a well. This can cause serious bodily harm. When glass breaks in or near an ice well it needs to be “burnt”, here’s the steps:

1. Inform all other bartenders that you burnt “well 3”, for example.

2. If you are incredibly busy and need a manager, porter, or security person to help you, prior to asking for help, pour grenadine onto the ice as a reminder to other staff members not to use it. Now ask for help.

3. Scoop ice into the slop bucket. DO NOT use a fresh ice bucket! You do not want to contaminate a fresh ice bucket with shards of glass.

4. Pour slop bucket out where you usually would (it's different behind each bar).

5. Once all the ice is removed, pour hot water in well, not too much, you’ll need it to drain quickly. With a clean, dry cloth remove all glass. 

6. If you need a flashlight, use one.Once you are sure all glass is removed, restock well with clean fresh ice.

ENSURE PATRONS ARE NOT LEAVING WITH ALCOHOL CONTAINERS
River City Revival & The Starlite Room

Security is tasked with ensuring patrons are not leaving our establishment with alcoholic beverage containers (empty or otherwise). As we can never be too sure what is in a container, for example a water bottle or solo cup, our general rule is no beverage containers are allowed to leave our establishment. Please be aware if our guests are trying to leave our establishment with ANY containers. If they are, please take this container back, politely.

Watching to ensure patrons are not leaving our establishment with beverage containers is a task that is primarily reserved for our security staff, although we do ask that all employees are aware and have their eye out for this type of patron behaviour. If you notice that a container is no longer at a table or bar seat you recently served, and none of your co-workers bussed it, please advise Security. If you happen to be on break and are outside and see a patron remove a beverage container, please advise Security.

UNIVERSAL PRECAUTIONS & SAFETY HAZARDS
River City Revival & The Starlite Room

Please be aware of anything that may cause harm to our patrons or co-workers. These things include but are not limited to:

• Bottles (that maybe used as weapons) or broken glass which may cause injury. Please ensure that porters are aware of any broken glass and that it is cleaned up immediately.

• Exposed wire, water leaks/puddles, obstructed doorways, chemical leak/spills. Ensure proper clean up.

• All exits will be clear and free of obstruction

• Ensure exits are well lit.  

• Bodily fluids (vomit, blood, spit, urine, etc.) are also hazards and universal precautions should be used by all staff that may be involved in clean up or may come in contact with such fluids(this procedure is also posted; the kitchen, porter room and in both staff binders.).

FIRST AID & NALOXONE
River City Revival & The Starlite Room

Full first aid kits are located in the kitchen, and in the hallway linking Temple Bar and Stage Bar, as well as at each upstairs bar clipped to the Red Bull fridges. Small first aid kits are located in each box office, and in each General Manager office. For a full list of staff with First Aid, and a map of all locations of first aid kits see Section C of the manual.  Always document administering First Aid in the Incident Logbook or Communication Notebook.

Naloxone kits are located behind each bar in the Starlite Room, behind the bar in Revival,  in each box office, and in every General Manager’s office. If an overdose occurs our security staff, managers, and owners, as well as most Starlite Room Bartenders are each trained to administer Naloxone and are prepared to offer support and instructions to any off duty employee, volunteer, patron, guest or artist. 911 is to be called if an overdose occurs and/or if a naloxone kit is used, as often an overdose will return. Always document the use of Naloxone in the Incident Logbook or Communication Notebook, and when possible the off duty employee, volunteer, patron, guest or artist who administered Naloxone. If there are other issues concerning drugs please inform our security staff, managers, and owners immediately.

HAND HYGIENE
River City Revival & The Starlite Room

Hand hygiene refers to removing or killing microorganisms (germs) on the hands. When performed correctly, hand hygiene is the single most effective way to prevent the spread of communicable diseases and infections. Hand hygiene may be performed either by using soap and running water, or with alcohol-based hand rubs.

When should hand hygiene be performed?

• Before preparing, handling, serving or eating food and drinks.

• Before putting on gloves and after taking off gloves.

• After performing personal functions (e.g. using the toilet, blowing your nose)

• When hands come into contact with secretions, excretions, blood and body fluids (use soap and running water whenever hands are visibly soiled).

When in doubt please follow the “Hand Washing Guide” posters located in the kitchen

LOST EMPLOYEE OR CUSTOMER BELONGINGS
River City Revival House & The Starlite Room

When you find an item please log it with a description of the item, the date the item was found, and the show/room it was found in, in the Bible located in the Starlite Room staff area. We typically receive emails for lost items and this makes it much easier on us having everything in one place. 

Any clothing items can be found in either coat check. Items not claimed after a certain period of time will be donated. Items such as cameras, cell phones, credit cards, driver’s licenses, etc. will be kept in either General Manager’s office.

THEFT
River City Revival House & The Starlite Room

We respect our staff and expect to establish a trustworthy environment for everyone. Any person(s) caught stealing from other staff members personal belongings will be automatically dismissed and charged. This includes stealing of any kind, from our patrons, employees, or employers will not be tolerated. Short pouring, short changing, taking money from the till, “greasing”, etc. is considered theft. We value our friends, family and regulars. If you want to promo a drink for someone, grant them a spot on guest list, feed them a meal on the house, etc. please seek permission prior to making a decision. 

LOAD IN/LOAD OUTS & NEXT DAY GEAR PICK UP
River City Revival House & The Starlite Room

As part of the River City Revival House opening duties and the Starlite Room’s closing duties, the double doors by the stage are to be pinned. This is to prevent anyone unknowingly entering the upstairs.  Under no circumstance is any staff member allowed to let anyone in the upstairs unsupervised. If a band is coming to pick up gear and you are working alone in River City Revival House, call a promoter or manager.

WALKOUT PREVENTION
River City Revival House

A good policy to follow is that if you are running a tab, request a credit card. If they don’t have a credit card, unfortunately it’s cash and carry. Excessive walkouts are an indication that you are not being attentive to your role at River City Revival House. 

Walkout Prevention
The Starlite Room

The Starlite Room is pay as you go only. No tabs should ever be run. Thus no walkouts. 

STAFF DRESS CODE
River City Revival House & The Starlite Room

We trust you to use your judgment, however, we always want a clean look. Sweat pants, track pants and yoga pants are not the image we want to portray. If you have questions, please ask, the following are just a few key things to note: 

• Offensive attire, including (but not limited to) hate symbols, gang, criminal organizations, or hate group related attire/colours, or culturally appropriative attire, is not welcome at Starlite Room and River City Revival House. 

• Do not slouch.  Walk and stand erect with hands out of pockets. No leaning against the bar, walls, doors, tables, etc. even during down times.

• You are expected to be neat and clean at all times.

• Fingernails clean.  

• Steel toe shoes/boots are not allowed.

• Staff will NOT wear sunglasses while inside the building.

• (Security) Recommend removal of piercing as a safety precaution as they can be ripped out in an altercation.

• (Security) Recommend removal of any jewelry of sentimental value or anything that can be grabbed or used against you.

• Attire will be properly laundered and pressed.

PATRON DRESS CODE
River City Revival House & The Starlite Room

Sometimes everything a Security member does is not enough.  Some people just frequent bars and clubs looking for trouble, others just can’t handle their alcohol and some just are incapable of interacting socially with others.  

As Security is the first contact for everyone entering the club they need to be familiar with and watch for patrons wearing offensive attire, including (but not limited to) hate symbols, gang, criminal organizations, or hate group related attire/colours, or culturally appropriative attire, is not welcome at Starlite Room and River City Revival House.

All patrons are required to meet basic dress code:

• Shirt.

• Shoes (No steel toe boots).

• Pants.

• No identifying hate or gang affiliation. 

RESPECT & RESOLUTIONS

SOCIAL MEDIA
River City Revival House & The Starlite Room

Social Media has an effective presence in current society, both positive and negative. Please be mindful. We like to avoid negative reviews by the public, but especially when it is within your control. If you have an issue with something that is happening at Starlite, Revival House, ConcertWorks or staff, please talk to us directly, prior to posting anything on social media.

ONLINE BULLYING
River City Revival House & The Starlite Room

Online bullying has become a great concern of the ownership of River City Revival House, the Starlite Room, Starlite Sessions, Be Seen Street Team, Infest and ConcertWorks. We have a ZERO TOLERANCE policy toward any behaviour that we deem harmful towards any person(s) or companies.  

When referring to a person(s) and/or companies, we are not referring to a Facebook vent about your ex. We are not referring to poor reviews of other businesses. We are referring to comment(s) that may directly “out” someone, hurt someone's mental or physical wellbeing. We are referring to comments made that hurt the integrity of a business and it’s ownership, and the employment of their management and staff.  We ask that if you have strong opinions and believe that a person or business has facilitated a crime, (ie: a sexual assault), we would like you to go through the appropriate channels, like reporting a crime, or speaking to the ownership directly. River City Revival House, Starlite Room, Be Seen Street Team, Starlite Sessions and ConcertWorks believe and support survivors. If this is something you feel strongly about, but need help in assessing the proper way to deal with it (personal or otherwise), please speak to Andrea Kotylak 780-996-1778 or contact SACE (the Sexual Assault Centre of Edmonton) at 780-423-4102 for a list of resources and direction moving forward.

River City Revival House, Starlite Room and ConcertWorks believe and support survivors.

NOISE CONTROL POLICY
River city revival House & The Starlite Room

Not only is it our goal to provide a safe and fun environment for patrons and staff but we also need to create an environment that is respectful to our neighbours.

Noise can sometimes be an issue.  Usually it is when sound check is being performed at the same time a load in is happening through the back entrance of Temple, during events as our locations have been designed in such a way as to minimize noise heard from the exteriors.  While our back entrances are being used as delivery and load in door, please keep music to a minimum and when able hold off on sound check.

We will be diligent at maintaining reasonable levels of noise control. Some of the ways we will be able to best manage noise levels are by:

• Keeping music and sound at reasonable levels.

• Maintaining order in line-ups.

• Keeping doors and windows closed.

• General crowd control and management of patrons

PATRON SCAN / SERVALL

ServeAll is a computerized system that is linked to other bars and nightclubs in the city to catalog patron’s identification.  It is the easiest and most effective method of deterring undesirable behaviour in our establishment.  All information is kept private and confidential.

• We encourage that every patron who enters The Starlite Room be scanned through ServeAll.   

• In the event that a patron is involved in any incident that warrants them refusal of future entry. It is our policy to flag them on ServeAll.

• Only Management and Ownership has the authority to allow people to enter without going through ServeAll. 

• The only people that have authority to ban people on ServeAll are; Managers, Assistant Manager, Head of Security Managers and Ownership.  

We use Smart Scan because:

• We want to promote a safe environment 

• ServeAll records a picture of every patron visiting - thus making everyone accountable for their actions.  

• It helps deter crime as anyone witnessed as conducting criminal activity will be easily identified in ServeAll picture.

• Any person identified who was involved in an assault or inflicts a crime to another individual will have their information available for the police. 

• Gang members are often flagged and we are alerted prior to allowing them into our establishment.

(All information of unlawful activity will be shared among all the businesses operating in the ServeAll community, thus providing a widespread network of safer surroundings.) 

• To meet legal requirements.

  • The Starlite Room may also collect information in response to a court order, or to satisfy a request by a law enforcement agency. 

MINORS
River City Revival

Minors are allowed within River City Revival House until 9:00 pm daily. When asked by patrons I always inform them at 730 pm this gives us an hour leeway just in case we have issues with them leaving.  When serving alcohol always ID any person who appears under the age of 30. When there is a minor at a table, and/or a person who does not have ID, please monitor the table closely to ensure no alcohol is given to the minor.

Our Security staff usually starts at different times, because minors are legally allowed in until 9:00pm (we maintain until 8:30pm) it is the responsibility of the server and bartender to ensure no minor is consuming alcohol.  Even if a patron isn’t drinking alcohol, it is the team’s (server, bartender, security and manager) responsibility to know if a minor is in the room, and that they will be gone prior to 9:00 pm. 

The back door (leading to Starlite Restrooms) must be watched to ensure no patron, regardless of age, is sneaking into the Starlite Room.

Minors, All Ages Shows & 18 PLUS SHOWS
The Starlite Room 

It is our procedure for all Security to Smart Scan ID. This occurs prior to our box office scanning tickets and wristbanding patrons. Security will check identifications at point of entry, all Identification must be thoroughly checked with ServAll to ensure that persons trying to enter our establishments are of age and that identification is not fraudulent. On occasion, when the show is sold out and there is a very big line out front, we expedite the line by opening another point of entry. Tickets are still scanned at this point of entry, but ID’s are not scanned at this door, only visually checked.  At any point during service you feel a patron might be under age or the patron appears under the age of 25 please ask for a piece of identification. When we have an all ages show patdowns will occur at all points of entrance. At the Box Office minors will receive a different colour wristband then people over the age of 18. Under no circumstance will anyone be served without a wristband. Bartenders are to spot check identifications of anyone who appears under the age of 18.

VALID IDENTIFICATION
River City Revival House & The Starlite Room

Absolutely everyone has to have authentic photo federal identification.

The following are acceptable forms of Primary Identification:

• Alberta Registries Operator's license or Alberta Registries Identification card (this non-driver's identification is available through private registries offices)

• Passport

• Armed Forces Identification Card

• Out-of-Province Photo Operator's License

• Certificate of Indian Status

• Immigrant Authorization

• Permanent Resident Card

• Other comparable forms of identification from other jurisdictions

Even if their I.D.’s have been checked at the door, always I.D. patrons who appear under the age of 25.  Remember our license (in Revival) allows minors until 9:00 pm, although they are not allowed alcohol.  Be watchful of minors at all times. Never feel bad about asking. It’s the law. 

IDENTIFYING FAKE ID
River City Revival House & The Starlite Room

• Check photo and date

• If you have doubts the photograph identification is genuine, a second piece of identification from the following list shall be requested:

• birth certificate

• baptismal certificate

• foreign government visa

• firearms license (i.e., Possession and Acquisition License (PAL) or Possession Only License (POL)

• NEXUS card.

Remember: the above is a valid secondary piece of identification and cannot be used as a primary.

• If still in doubt, have patron sign and match signature to Identification

• If none of the above checks out – deny access

ILLEGAL DRUG SALES 
River City Revival & The Starlite Room

The workplace mirrors how society views the sale of any/all illicit drugs. The selling of any illegal substance is not tolerated under any circumstances, by staff or patrons alike. Staff are to be informed about what illegal substances are. 

One way to ensure the prevention of drug sales is to know past behaviour. 

• All patron’s ID’s are to be scanned in through ServeAll. If it has been determined that any person has had a history of selling drugs, they will be refused entry into the establishment. 

• Security protocol is to conduct pat downs in efforts to prevent weapons and illicit substances. 

If staff witness the trafficking of any illegal substances they are to immediately: 

• Contact the police and record the incident in the Communication/Incident logbook 

With marijuana legalization, I think it's important to add that the sale of marijuana by an unlicensed vendor in an unlicensed establishment is illegal.

PREVENTION OF DRUG OR ALCOHOL INDUCED SEXUAL VIOLENCE 
River City Revival & The Starlite Room

The strongest tool we have as human beings against sexual violence  is our awareness and ability to communicate. 

If asked to watch a drink, and you can (by slipping it safely behind your bar), do so. If you can’t (you are scanning ID’s) let the patron know.  If you see a patron continuously leaving their drink unattended, explain to him or her that it isn’t the safest thing to do. 

If you notice a patron go from sober to almost passed out in a short period of time, speak to your co-workers, find out if this patron was possibly over-served or possibly drugged. If a person you are unsure knows this patron offers to remove him or her, do not let this person take them out of our establishment. 

If you see a patron uncomfortable, go speak to him or her, find out what is going on, is the person he or she is with a stranger? A first date? An ex? Etc. 

BYSTANDER INTERVENTION
River City Revival & The Starlite Room

If any staff member would like to receive Bystander Training (prior to ownership making it mandatory) please let Andrea Kotylak know. 

THE 4 D’S

D- DIRECT: Where you step in directly to intervene.

D- DISTRACT: Distract the individual you feel is making the other person uncomfortable.

D- DELEGATE: If you see something concerning, but don’t know how to deal with it ask for help.

D- DELAY: Delay is often not talked about, but I think it’s still a really important strategy, specifically for introverts and for folks that are traditionally marginalized (and thus it may not be safe for them to jump in or corral other folks).

The best example I have of putting the FOUR D’s to use is… Last year while working a show in the Starlite Room, another Manager found me and explained that a bartender approached her concerned about the way a female patron was being treated by a male patron. This Manager and I approached the female and male patron. The Manager gave the female patron a big hug and said “Hi! Oh my god, I haven’t seen you in so long! Hey do you mind coming with me to the ladies room, I have something I’m dying to ask you!”. The female patron and the manager walked to the ladies room. I said to the male patron, “Wow, they seem like good friends, my names blah blah, what's yours” I continued to talk his ear off until he was bored of me and left. Meanwhile the female patron began telling this Manager one of the creepiest Tinder date stories I have ever heard. 

In this particular situation all Four D’s were used, although often you might only need one or two! Manager - Direct, Myself- Distract, Bartender- Delegated, Female Patron- Delay.

RESPECTFUL HOSPITALITY & WORKPLACE POLICY
River City Revival House & The Starlite Room

We believe in treating everyone equally. We have a zero tolerance possible for: Racism, Sexism, Ageism, Ableism, Islamophobia, Homophobia, any intolerance against another person(s) religious or political views. All incident or disagreements will be handled at the lowest level:

• Between Patrons and Security (or Front of House Staff)

• Give Patrons an opportunity to leave with pride intact.  Often altercations or more serious situations can be averted if the patron is given a “face saving” alternative. 

• Diffusion techniques will be used over force.

• Between co-workers

• At NO time will a disagreement between co-workers be handled publicly during business hours.

• Please treat each other with RESPECT.  When in front of the public it is paramount that we present a united front. 

• We need to present a united front. If a member of Security makes a call – Security needs to support that decision. Manager has final say.

• If involved in a personal disagreement with a coworker, please remember the chain of command.

RESOLVING WORKPLACE CONFLICT
River City Revival House & The Starlite Room

• Approach co-worker with whom you have the disagreement FIRST

• If the problem is not resolved, request assistance from next in command.  In the case of Security - Head of Security. In the case of Kitchen Issues - Shift Lead. In the case of any other FOH problem - MOD.

• If problem is still not rectified your direct supervisor (ie. Head of Security, MOD, Shift Lead, etc. ) will address the issue by involving General Management or Ownership, where steps may be taken which may include moving or dismissing staff.

• Management may not address the issue if the following steps have not been taken.

• All incidents need to be reported to Management.

HARASSMENT  & SEXUAL HARASSMENT PREVENTION POLICY

SOURCE: https://www.albertahumanrights.ab.ca

The Starlite Room, River City Revival House and ConcertWorks in cooperation with our contractors, is committed to a healthy, harassment-free work environment for all our employees. The Starlite Room, River City Revival House and ConcertWorks has developed a company-wide policy intended to prevent harassment of any type, including sexual harassment, of its employees, customers and clients and to deal quickly and effectively with any incident that might occur. 

Definition of harassment: Harassment that is covered under the Alberta Human Rights Act occurs when an employee is subjected to unwelcome verbal or physical conduct because of race, religious beliefs, colour, gender, gender identity, gender expression, physical disability, mental disability, age, ancestry, place of origin, marital status, source of income, family status or sexual orientation. Alberta human rights law prohibits workplace harassment based on these grounds. Harassment that is not linked to one of these protected grounds is not covered under the Act. The behaviour need not be intentional in order to be considered harassment. Examples of harassment that will not be tolerated in The Starlite Room, River City Revival House and ConcertWorks are: verbal or physical abuse, threats, derogatory remarks, jokes, innuendo or taunts related to any employee’s race, religious beliefs, colour, gender, gender identity, gender expression, physical disability, mental disability, age, ancestry, place of origin, marital status, source of income, family status or sexual orientation. The Starlite Room, River City Revival House and ConcertWorks also will not tolerate the display of pornographic, racist or offensive signs or images; offensive jokes based on race, gender or other grounds protected under the Act that result in awkwardness or embarrassment; and unwelcome invitations or requests, whether indirect or explicit. 

Definition of sexual harassment: The Alberta Human Rights Act prohibits discrimination based on the ground of gender. Protection from sexual harassment is included under the ground of gender. Unwanted sexual advances, unwanted requests for sexual favours, and other unwanted verbal or physical conduct of a sexual nature constitute sexual harassment when: 

1. Submission to such conduct is made either explicitly or implicitly a term or condition of an individual’s employment; or,

2. Submission to, or rejection of, such conduct by an individual affects that individual’s employment. Sexual harassment can include such things as pinching, patting, rubbing or leering, “dirty” jokes, pictures or pornographic materials, comments, suggestions, innuendoes, requests or demands of a sexual nature. All harassment is offensive and in many cases it intimidates others. 

HARASSMENT will not be tolerated within our companies. 

A) How to proceed if you are being harassed: 

1. If it is possible, tell the harasser that their behaviour is unwelcome and ask them to stop. 

2. Keep a record of incidents (date, times, locations, possible witnesses, what happened, your response). You do not have to have a record of events in order to make a complaint, but a record can strengthen your case and help you remember details over time. 

3. Make a complaint. If, after asking the harasser to stop their behaviour, the harassment continues, report the problem to one of the following individuals: 

• Department Manager/Manager on Duty (if possible) 

• Operational Owner/ Company Director of Human Resources Andrea Kotylak (if possible)

• You also have the right to contact the Alberta Human Rights Commission to make a complaint of harassment that is based on any of the grounds protected from discrimination under the Alberta Human Rights Act. The protected grounds are: race, religious beliefs, colour, gender, gender identity, gender expression, physical disability, mental disability, age, ancestry, place of origin, marital status, source of income, family status and sexual orientation. Visit the Commission’s website at albertahumanrights.ab.ca for contact information. 

• You can also report any incident of assault that has occurred to the police. 

B) Internal harassment complaint process:

1. Once an internal complaint is received by The Starlite Room, River City Revival House and ConcertWorks, it will be kept strictly confidential. Appropriate action will be undertaken immediately to deal with the allegations. Action taken may include mediation. 

2. The Department Manager or Director of Human Resources will interview you as well as the alleged harasser and any individuals who may be able to provide relevant information related to your allegations. All information collected will be kept in confidence. If appropriate, The Starlite Room, River City Revival House and ConcertWorks will attempt to resolve the complaint by mediation. If mediation is not successful, an investigation will be undertaken by an investigator designated by The Starlite Room, River City Revival House and ConcertWorks. 

3. If the investigation reveals evidence to support the complaint of harassment, the harasser will be disciplined appropriately. Discipline may include suspension or dismissal, and the incident will be documented in the harasser’s file. No documentation will be placed on the complainant’s file when the complaint has been made in good faith, whether or not there was a finding of harassment. 

4. If the investigation fails to find evidence to support the complaint, there will be no documentation concerning the complaint placed in the file of the alleged harasser.

5. Regardless of the outcome of a harassment complaint made in good faith, the employee lodging the complaint as well as anyone providing information will be protected from any form of retaliation by either co-workers or superiors. This includes dismissal, demotion, unwanted transfer, denial of opportunities within the company or harassment for having made a complaint or having provided evidence regarding the complaint. 

C) Responsibility of management:

• It is the responsibility of an operational owner, director, manager, director of human resources or any other person within these companies who supervises one or more employees to take immediate and appropriate action to report or deal with incidents of harassment of any type, whether brought to their attention or personally observed. Under no circumstances should a complaint be dismissed or downplayed, nor should the complainant be told to deal with it personally. The Starlite Room, River City Revival House and ConcertWorks seeks to provide a safe, healthy and rewarding work environment for its employees, clients and customers. Harassment will not be tolerated within our company. If you feel that you are being harassed, contact us. We want to hear from you. 

Contact The Alberta Human Rights Commission is an independent commission of the Government of Alberta. Our mandate is to foster equality and reduce discrimination. They provide public information and education programs, and help Albertans resolve human rights complaints. 

Hours of operation: 8:15 a.m. to 4:30 p.m. Monday to Friday (holidays excluded) 

Northern Regional Office (Edmonton) 
800 – 10405 Jasper Avenue NW 
Edmonton, Alberta 
T5J 4R7 
780-427-7661 
Confidential Inquiry Line 780-427-6013 

Southern Regional Office (Calgary) 
200 J.J. Bowlen Building 620 – 7 Avenue SW
Calgary, Alberta 
T2P 0Y8
403-297-6571 
Confidential Inquiry Line 403-297-6567  

To call toll-free within Alberta, dial 310-0000 and then enter the area code and phone number. TTY service for persons who are deaf or hard of hearing 1-800-232-7215 Toll-free within Alberta.
Email: humanrights@gov.ab.ca 
Website: albertahumanrights.ab.ca

INCIDENT LOGBOOK & COMMUNICATION NOTEBOOK

Our logbooks are crucial tools for our business. They provide us (all employees and employers) with information needed to do our job, and are used as an event planning tool in the future.  These logbooks may also be called upon by authorities when dealing with a person(s) pressing charges and/or in any lawsuit or other legal action(s). Please record in them every night. 

River City Revival House

We have a communication notebook located behind the bar in River City Revival House. 

Starlite Room

Each night the Starlite is open we have a pre-shift security meeting. This meeting goes over any information needed, such as:

• Security Lead

• All Security staff working that evening and their positions.

• The Artists playing and approximate set times, load in and load out times.

• The type of show/genre and the typical type of patrons who might be attracted to this style show. This allows you to be on the lookout for certain types of behaviour, such as:

• Gang activity.

• Drug use.

• Elderly patrons in need of assistants.

• Etc.

• Pre-show tasks, such as security gates, setting up beer gardens, VIP, etc.

The Pre-Shift meeting minutes are then placed in the bible binder located in the staff area behind the temple bar. This binder is used as our incident log book.

River City Revival House & Starlite Room

Among documenting any incidents such as:

• Patron ejection, or a patron refusing to leave.

• Minor in venue, outside legal hours.

• Minor attempting to enter after legal hours or an 18 plus event.

• Patrons refusing safe transport home.

• Fights/Assaults or any other disturbance.

• Sexual assault, sexual harassment or harassment.

• Any time police or emergency services are called.

• Any time any officials such as Police or AGLC enters our venue.

• Administering First Aid or Naloxone.

We would also like all employees, and/or closing management to document the following:

• Weather (ie. was it raining, were roads very icy, etc.)

• What the crowd/business was like, mood and tone of the night.

• Was there an event or show?

• Did you use the last (or second last) of something? (ie. Clover till tape, printer ink, light bulbs, vodka, Pepsi, etc.)

• Updated 86’ed list, did you remove something from programming on the till?

• Did a co-worker or employee miss any side duties?

• Anything else that you feel Management or Ownership may find useful.

CONTACTING POLICE & EMERGENCY SERVICES PROCEDURE

Police are to be called when there is an indication that a crime has been committed or when there is reasonable belief that someone is about to commit a crime. We will contact the Police if any of the following occurs on our property: 

• A PATRON IS FOUND USING OR SELLING ILLEGAL DRUGS

• IF WEAPONS AND/OR ILLEGAL DRUGS ARE FOUND OR SEIZED ON THE PREMISES

• SUSPECTED GANG ACTIVITY

• ASSAULT/SEXUAL ASSAULT

• THEFT

• UTTERING THREATS 

Violent behaviour is often unpredictable. If an assault, sexual assault or an act of domestic violence occurs on our property, victims will sometimes choose not to press charges. It is our responsibility to call the police, period. There is no exception to this rule. After any assault occurs the police will be called. It then becomes our responsibility to keep the victim safe until authorities arrive.

Anytime a patron is removed (or cut off) from either establishment, regardless if the police were called or not, each staff member involved is to write what they recall of the incident down in the Communication Notebook or Incident Log.

If a serious incident occurs, a member of management should call the police immediately.

If a serious event has occurred, it is the desire of River City Revival House, The Starlite Room and ConcertWorks that we cooperate with the police fully.

• Videos burnt and provided to police ASAP

• Reports written by all witnesses and all staff involved

ELEMENTS OF REPORTING

In the event of an incident, all staff involved will be required to fill out an incident report – in entirety and with as many details as possible describing the event.  This must include the date, time description of people involved, description of the event and steps taken to solve the incident. 

Remember the following when documenting (in some incidences there might be no Security on shift, please substitute the “Security” to staff members position): 

• Security’s Arrival - Were Security easily identifiable and how many responded?

• Approach – What did Security see when they arrived and what happened during their initial verbal interaction?

• Subject’s Action - What were their (subject/patron’s) verbal responses, physical actions and body language?

• Security’s Actions - Type of control methods used. For how long? Was the de-escalation technique(s) used? Were the Police called?

• Transport Procedure – Turning them over to Police.  What was the subject/patron’s demeanor and actions? Cooperative/uncooperative?

All incidents, however minor, should be reported in the log book.

ACCIDENT, INCIDENT & INVESTIGATIONS
River City Revival House & The Starlite Room

Obtain facts and written statements from all involved.  Determine all damage/loss to property.  Obtain evidence.  Notify proper authorities or request for any further help (911).  Include all above details in a factual report.  Forward report to Andrea Kotylak for follow-up and so that insurance information may be included. Take all possible steps to avoid recurrence of any similar incidents.

DUTIES

• Obtain written statements and facts from all persons involved:

• all statements should be made in triplicate:

• one for Police 

• one to be kept on site by General Manager or head door

• one for Personal Files

• All reports will be filed under date.

• Cameras viewed and incident saved.

• If police initiate statements, we must be left with a copy. 

• Protect crime scene:

• This may include not allowing witnesses to leave until authorities have had ample opportunity to properly question them.

• Relay information to proper authorities.

• Pursue all avenues to discover and convict offenders.

Things to note:

• Time. 

• Witnesses.

• Any other relevant facts or information. 

VENUE EVACUATION & FIRE SAFETY PROCEDURES

River City Revival & The Starlite RooM

Although rare there are occasions where we need to evacuate the venue. Evacuation can occur for a range of reasons from a fire, fire drill to loss of power.  During an evacuation it is important to remain calm and follow the procedures laid out for you below.

FIRE EXITS
River City Revival & The Starlite Room

For a better overview of where fire exits are located please view a map of the venue located in Section C of the manual, and posted to walls throughout the venue.

MUSTER POINT
River City Revival & The Starlite Room

In case of evacuation all staff is to meet directly across 102 Street NW for the main entrance of the venue, where the parking garage meets the parking lot.

FIRE ALARMS
River City Revival & The Starlite Room

• If a Fire Alarm is activated during peak business hours the following steps must be taken to ensure the safe removal of both patrons and staff.  “ALL ALARMS ARE TO BE TREATED AS ACTUAL UNTIL PROVEN OTHERWISE.”

• Security will immediately investigate the alarm to confirm if alarm is actual

• The DJ/Band and/or Sound Technician must immediately silence the music, announce that a Fire Alarm has been activated and direct patrons to calmly move towards the nearest available exit.

• The house lights need to be brought up to ensure that patrons can clearly see and to drive home the fact that it is an actual Fire Alarm and needs to be treated seriously.

• General Manager should immediately call 911.  It is more desirable to have The Fire Department “stand down” when not required than not show up in a timely manner.

• All Staff need to respond to the exits and assist with evacuating all patrons in an orderly manner from the establishment.

• All Staff meet at muster point located across the street from the front entrance of the venue.

EVACUATION POLICIES & PROCEDURES

DELEGATED FIRE MARSHAL
River City Revival & The Starlite Room

In the event of an evacuation, Cam Koshman will be our delegated Fire Marshal.  As a team we will execute our following evacuation and fire plan, although any unforeseen circumstances, and changes to our evacuation plan will be delegated by Mr. Koshman. His authority as Fire Marshal out ranks the chain of command of any other person(s) in the building, this includes ownership.  

POWER LOSS
River City Revival & The Starlite Room

In the event of total building power loss, evacuation is imminent. Evacuation procedure should be treated exactly like the fire plan.

FIRE PLAN
River City Revival & The Starlite Room

In the event of a fire, (where evacuation is imminent) - Security will direct all patrons to the nearest available exit.  All exits will be easily identifiable as they will be marked with proper exit signs and because Security are stationed at each entrance/exit.  If a specified route is inaccessible due to the location of the blaze, Security will direct patrons towards an alternate route.

The Security staff stationed at each exit will direct patrons out the exits. Security from the front door will be responsible for securing the area and ensuring that traffic is controlled. This will minimize risk of injury to patrons exiting while evacuating. 

• The front Security/door staff will exit along with the first wave of exiting patrons to ensure the safety of patrons evacuating out the front door.

• Ensure that washroom checks are conducted to guarantee that no one is left behind or unaware of evacuation in progress.  

• All stair exits should be closely monitored to help maintain a smooth and steady flow.  Any pushing and shoving could result in blocked exits or at the very least injury.  Maintaining order is paramount and must be maintained at all cost.

• Security covering the other exits will direct patrons occupying the immediate area to exit out the nearest exit.  At least one member of Security will exit along with first wave of patrons to ensure traffic control.

• In the event of an evacuation emergency All patrons will be directed to a Parking lot close but far enough away from danger.  Our muster point is across 102 Street NW, where the parkade meets the parking lot. If we are unable to reach our muster point we recommend directing everyone to a lot that is well lit and safe from traffic. This will be the secondary meeting area for all evacuees.

• The remaining Security along with all staff will assist with evacuation.

• Everyone should be encouraged to exit in a calm orderly manner to guarantee that everyone gets out and safely.

• All staff are required to assist where required to evacuate all patrons and staff in the quickest, safest and most efficient manner.

• Staff should make themselves aware of the location of all fire exits, and extinguishers. This will be of great assistance when staff is required to assist in emergencies. See section C.

PLEASE NOTE: In the event of a fire, where evacuation is imminent, our fire panel and alarms will have already contacted emergency services. If for some random, crazy reason the building bursts into flames without our alarms sounding please dial 911 first.

REACT
River City Revival & The Starlite Room

Easy ways to remember steps that need to be taken during a fire are by remembering the acronym REACT.

R - Remove those in Danger

E - Ensure doors are closed

A - Activate Fire Alarm  

C - Call 911

T - Try to Extinguish (Only designated employees)

FIRE EXTINGUISHERS
River City Revival & The Starlite Room

How to use a fire extinguisher:

1. Break glass.

2. Remove extinguisher

3. Pull the pin.

4. Aim the nozzle at the base of the fire. Hitting the tops of the flame with the extinguisher won't be effective.

5. Squeeze the trigger. In a controlled manner, squeeze the trigger to release the agent.

6. Sweep from side to side. Sweep the nozzle from side to side until the fire is put out.

FIRE/SAFETY HAZARDS
River City Revival & The Starlite Room

• Fire exits blocked. 

• Improperly stored flammables.  

• Improperly stored extinguishers. 

• Expired extinguishers.

• Exit lights (burnt out, broken or damaged).

• Fire panel properly functioning, alarmed and armed.

SECURITY POLICIES & PROCEDURES

SAFETY & SECURITY

The following section 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. If any employee becomes aware of suspicious behaviours, Security should be informed and vice versa.

THE ELEMENT OF THE UNKNOWN
River City Revival House & The Starlite Room

At times staff will find themselves in a situation where no specific procedure exists – violent patrons putting themselves and others at risk.  The situations and solutions are unique as circumstances and personalities vary.  To ensure safety, timing is crucial.  

All Staff must determine the patron's state and determine what may best calm the patron in the quickest and safest manner.  Solutions may vary from moving the patron to a different area, moving other patrons and staff away, talking/diffusing or restraining.  

Past experiences may prove to be the most valuable asset.  However, Staff must still think quickly and act fast because every situation is new and requires its own solution. 

These situations can be very dangerous because there are many unknowns involved. The patron may have a weapon (knife, glass, gun), they may be unstable, they may vomit, kick, bite, scratch, spit or hit, be carrying a blood or airborne disease or be violent towards staff, patrons, artists and Security.

Other problems may include stalking, harassment, assault or theft incidents.  All questioning must be done tactfully, respectfully and without bias.  The investigation or questioning needs to be thorough and methodically conducted so no details are missed. All situations are different and will require different formats when investigating.  It is important that Staff remain neutral and follow-up on all leads.  If possible, precautions and guidelines may be put in place to minimize occurrences of similar incidents.  The faster a situation is investigated the better the chance of solving it.  Efficiency and speed are important.

All Staff works as a team with all Security members.  Security is not responsible to supervise other staff but do monitor all staff activities to ensure the safety and security of the facility.  However, if a member of Security becomes aware of any illegal activities that a staff member may be involved in while present at one of our establishments - it must be reported to management as soon as it is practically possible to do so.

Staff must decide what the priority is.  It is sometimes difficult to determine which is more important.  Part of the decision making process may include; refusing, delaying or delegating requests.  The head security person will determine the higher priority. 

In the event of an active shooter in our neighbourhood, outside our property:

1. Police will be immediately contacted by the on duty manager.

2. Simultaneously the event will stop. The Head of Security will secure all entrances and exits so the active shooter will not be able to enter our business. 

3. The on duty manager will delegate who will address our guests. All guests will move away from exterior walls and windows.

4. No one will be able to leave our premises until we receive the all clear from the police.

GENERAL SECURITY PROCEDURES AND DUTIES
River City Revival House & The Starlite Room

The following are our security procedures and duties. It is extremely important that ALL EMPLOYEES know what to do in case an incident occurs and our Security is not working or unavailable to offer assists. If it helps, imagine your name written where it states Security.

Security and all other Employees are not permitted to leave the premises for any reason to assist in any altercation off or beyond the property unless the altercation originated inside the bar. We may be held responsible for not assisting with the diffusion if we had previously forced the subjects out. Front of House Staff are encouraged to contact Police, Ambulance and or Fire Department if such situations arise. 

Security are the first employees that our patrons come in contact with.  They set the tone and attitude.  Therefore it is paramount that Security staff are polite, courteous, and personable as any offensive attitudes and behaviours or language may put patrons on edge which may lead to an increased likelihood of problems inside.

Security must be alert and oriented as well as personable and friendly.  Recognizing a possible situation or problem and taking steps towards diffusing it before it becomes an issue.  The mere presence of Security should act as a deterrent and remind patrons that their conduct is being scrutinized and that their patronage may be revoked. By being watchful and monitoring patron’s attitudes and behaviours. Security should be able to take active steps to maintain a light and enjoyable atmosphere for everyone to enjoy. Any patron who rejects any “reasonable” request to behave should be asked to leave. It should not be a surprise to said patron when they have been asked to leave.  Most patrons know when they are being a problem and when their behaviour is unacceptable. Separate the patron from their friend(s), draw them aside and ask them discreetly to leave. This greatly reduces the chance of aggression and allows patrons to leave with their pride intact.

We have the right to refuse entry – door staff needs to be conscientious and aware and deny access to anyone visibly intoxicated. Casual conversation is an effective tool for identifying intoxicated patrons i.e. how’s your night going? Where did you come from? Been Drinking?

If anyone tries sneaking in alcohol, the alcohol will be confiscated and the patron will be denied access.  This also applies to drugs.  All illegal drugs will be confiscated and given to management for police disposal. Please log any confiscations in our log book.

Security will check/watch for the following:

• Intoxicated People (alcohol or drugs)

• People who are acting aggressive.

• Staff and Patrons being harassed.

• Persons/situations out of the ordinary and rectify or investigate.

• Assist with requests made by patrons and staff.

• Diffuse any loud, destructive or disturbing situations encountered.

• Disagreements, altercations

• Escort All Staff or patrons requesting assistance or accompaniment to vehicles.

• Cash escorts for staff when requested.

• Ensuring due duty of care is properly carried out for all patrons is the responsibility of all staff but particularly crucial to security staff as the first and last point of contact when entering and leaving the building and to ensure the ongoing safety and well being of our customers from arrival up to and including their safe departure for a safe journey home. 

ASSAULT IS A CRIMINAL OFFENCE

USE OF FORCE
River City Revival House & The Starlite Room

Use of Force may be justified under certain conditions such as when removing persons/patrons who’s permission of access to private property has been recently withdrawn. 

Persons using force may be exempt from criminal guilt and civil liability as long as the use of force was justified and reasonable.

Reasonable use of Force:

• Minimum force necessary to achieve purpose

• Reasonable force may be used to;

• Remove trespassers.

• Prevent assault.

• Prevent someone from committing a crime that may threaten immediate harm or injury to someone or something.

Generally, Security will address four levels of progressive discipline in order to gain patron’s compliance;

1. Discreet comments regarding; noise levels/offensive language or obnoxious behaviours.

2. Secondary Reminders.

3. Warnings.

4. Asked to leave.

Or another example is the “Ask, Tell, Remove” model:

• Ask Politely

• Tell Politely

• Remove Politely

Part of the job includes making decisions and taking actions in the best interests of the venue and its patrons. The intent of this section is to capture the effects that these decisions and actions can have on the operations of the establishment and the impact that it may have.  These effects are often felt in terms of efficiency, expense, impact on patrons, and on the image of the establishment.

The presence of Security ensures a safe work environment. By keeping a safe work environment Security assists in avoiding lawsuits from the public and staff.

Lawsuits – may include injury to patrons, staff and visitors due to unsafe environment.

In the course of a night, Security may encounter many different types of people that may have present various degrees of aggression or intimidation.  When dealing with people showing any type of aggression - Security should exhaust all other measures before any degree of force is used.  

THE STARLITE ROOM, RIVER CITY REVIVAL HOUSE, BE SEEN STREET TEAM, STARLITE SESSIONS, INFEST & CONCERTWORKS DOES NOT CONDONE VIOLENCE.

REMOVING A PATRON
River City Revival House & The Starlite Room 

Staff may become aware of a patron or patrons who appear to be or are becoming agitated.  They may have an attitude or their appearance may indicate that trouble was brewing such as; tightening of jaw, staring or clenching fists.  This is psychological intimidation.  When dealing with this type of situation Security should approach and try to diffuse the situation.  Talk to the individual; remove him from the area or from the antagonizing person.  More often than not this will resolve any issues.  However, there may be times when an agitated patron may not be willing to cooperate or obey verbal direction. Security may have to give numerous warnings.  If this is unsuccessful, Security may have to strongly insist that the Patron leave the establishment.  No force should be used. (Note: Treat verbal non-compliance seriously especially if coupled with threatening body language, intensity of voice tone or if the subject attempts to close the distance between him/her and Security.) These situations can escalate in intensity without much notice.

There are three typical responses that a Patron may have as a negative response to Security’s request that they leave the establishment.

1. PASSIVELY REFUSE TO LEAVE (resist when Security attempt to control)
   Security’s response should be:
   Gain control of aggressor:
   Overwhelm with Security presence.
   Escort patrons with no to minimum force.

2. PUSHING OR PULLING AWAY (not an attack, as it is an attempt to avoid being detained).
   Security’s response should be:
   Use pressure point control:
   Pressure points are held in specific areas that encourage quick compliance. 

3. ACTIVE AGGRESSION: (or full out fight)
   Security’s response should be:
   No Head butts, No choke holds, No Punching, No fighting, No First Strikes.
   No Excessive Use of Force.
   Should be using holds & separation of patrons to diffuse aggressive behaviour. 

IF SOMEONE ATTACKS YOU WITH A WEAPON

• First Response should be to clear yourself out of harm's way.

• Failing that you have the right to defend yourself.

• Escort agitated Patron out as quickly and as efficiently as possible out of the premise.

IF TWO PATRONS ARE INVOLVED IN AN ALTERCATION

• Separate the opposing parties

• Control aggressors

IDENTIFY PARTIES (collect information and record)

• For the incident report.

• For ServeAll. 

PROTECTION IN CASES OF CIVIL LITIGATION

ENSURE SAFE DEPARTURE

• If two parties had been involved in an altercation separate opposing parties allow at least 15 minutes to pass between each removal.  Efforts should be made to ensure the 1st party is not hanging around to restart the fight.  2nd Party must be given the opportunity to call a cab or parents etc.

• Cab, if necessary

• Leave with a Friend or Family.

• If possible, assign responsibility of Patron to sober and reliable friends. Try to obtain the name of the person assuming responsibility.

Other patrons of the establishment will remain unaware if the incident is handled in the most efficient way possible.

ASSISTANCE REQUIRED
River City Revival House & The Starlite Room

When another member of Security requires assistance not all available Security Personnel need to attend. 

• The Front door or any other point of entry should never be left unattended.

• The designated responders will be the two rovers, one or two Security personnel from the front door and if another member is required Security from the washroom post may attend.

When responding to altercations:

• Between two patrons:

• Respond with two minimum so that Security can gain control of both sides

• Between patron and Security:

• When approaching an agitated patron try to maintain a safe distance so you can have time to react.

• Approach from Interview Position ( which is at a 45 degree angle to left or right of agitated patron)

• When physical contact is imminent try to gain control of the agitated patron as quickly and as efficiently as possible using only as much force as necessary to gain control.

• Once the patron is under control, have available Security member call the Police.

• Hold for Police 

• Document incident from approach until handed over to Police.

• Rough Housing:

• Patrons should be given a warning.

• If activities continue, patrons will be escorted out of the premises.

RADIO CODES
River City Revival House & The Starlite Room

CODE(1) ONE (generally rover/floater responds)

• One Security Officer responds to assist the Security Officer requesting assistance. This would be for situations such as escorts. For example a single person, passed out, vomiting etc.

CODE(2) TWO (Two Security Personal respond to assist requesting Security Member)

• This would be for any agitated patron or patrons (diffusion techniques), like dealing with agitation prior to contact.

CODE(3) THREE (Three Security Personal respond to assist Security Member making call)

• This would be in response to a fight between two or three patrons. 

• Head Security and Management must also respond.

CODE(4) FOUR (Four Security Officers respond in response to a larger fight or when Security or staff is already involved.)

• OVERWHELM WITH SECURITY PRESENCE!  

• Head Security and Management must also respond.

CODE(5) FIVE (The worst of all calls.  Requires a five person team to respond. Generally, in response to a weapon call i.e. bottles, chairs and knives) 

• OVERWHELM WITH SECURITY PRESENCE!!! 

• Head Security and Management must also respond.

Head Security Officer (or Shift Lead) will respond when he/she deems it appropriate. He/she may respond to all “CODES” or may only respond to calls more serious in nature.  This will be left to his or her discretion. Our goal is to diffuse situations before they escalate into Codes two, three, four and five. 

VIOLENT ASSAULT/SEXUAL ASSAULT
River City Revival House & The Starlite Room

It is important to note that in some circumstances there may be more than one victim, the victim may also be considered a threat or depending on the extent of injuries we are unable to move the victim(s).

1. Remove all patrons, non-security staff from the area. Begin step two while calling in assistance from the Security team.

2. Call EMS/911

• Tell them who you are.

• Address, 10030 102 Street NW, please specify which room/venue.

• What kind of help required? (In the event of a violent event request – Police and EMS)

• Number of injured/involved.

• Call back number.

1. Ensure the subject is under control or no longer a threat.

2. Inform the Head of Security and Manager (if not already aware of situation).

3. Provide First Aid care for the injured party or parties.  DO NOT REMOVE KNIFE or any protruding object that may have been used as a weapon!  It may cause injured party to bleed out.

4. Others may need First Aid treatment due to shock.  Treat everyone in order of priority due to the extent of injuries. 

5. Have witnesses remain in the area to make statements to Police.

6. Do Not allow anyone to leave without giving their name – have them show ID and record information until Police take over control of the scene.

PROCEDURE TO CLEAN UP BODILY FLUIDS

1. Put on disposable gloves.

2. Wipe up blood or bodily fluids with absorbent paper towels.

3. Place contaminated paper towel in new plastic garbage bag.

4. Clean and rinse area with disinfectant.

5. Wipe surfaces with a bleach solution 1:10 dilution of household bleach in water.

6. Dispose into same garbage bag as the paper towels and your gloves.

7. It is important that caution is used in removing gloves so as to not to come in contact with contaminants on exterior of gloves.  

8. Gloves should be rolled down into palm so that glove is inside out.

9. First rolled glove should be placed in other gloved hand and the same should be done with second glove.  

10. Once off and rolled – dispose of into same garbage bag.

11. Secure bag with knot.

12. Dispose of plastic garbage bag.

13. Wash hands thoroughly with soap and water for 5 minutes.  Rinse under running water.  Dry Hands. 

Report any hazards to the appropriate people in charge of that designated area. 

Please keep the General Manager informed if situation warrants their attention.

Document incident in the Communication Notebook.