Shush Staff Induction

Arrive 5 - 10 minutes before the start of shift. You should be behind the bar, ready to start by you start time

Leave coats, bags etc in the cloak room which remains locked at all times

No mobile phones, food or drink behind the bars. Drink the staff water provided only. NO ALCOHOL.

Uniform is black shirt, black trousers/skirt and smart black shoes. A shush apron will be provided.

Report to management to be assigned to a bar

We do not allow you to serve family/close friends/spouse/significant other. This is not because we do not trust you but it removes the risk of you being accused of favouritism.

While we love to have a friendly team that gets on well, you are here being paid to work. Catching up and chatting is fine but keep busy while you are chatting and as soon as a customer comes to the bar, stop your conversation.

Club Bar

Regent Bar

VIP Bar

Toilets

Smoking terrace

Back area / Green room

Cloakroom / cleaning cupboard

Fire exits

Fire alarms

Fire extinguishers

In the event of a fire, remain calm and wait for instructions from the fire officer

The fire assembly point is at ENTER HERE ASK STEVE

We have several members of staff who are first aid trained, if you or a customer require first aid, report to the nearest member of management/door staff who will then handle the situation

CCTV is in operation at all times and covers the entire venue, except the toilets. This is for the safety of staff and customers but keep in mind we can always see you!

The door team ensure the safety of customers and staff while in the venue. You do not have to take verbal or physical abuse from customers and must report individuals immediately.

Door staff, supervisors and management are all linked via radio and can therefore be easily called if needed. If at ever you feel threatened or uncomfortable, speak to your bar supervisor/management who will deal with the situation.

If you think you see a situation developing, consult the bar supervisor, who will then decide whether to call a member of security. Always try to prevent, but do not get involved.

In the event of an incident, calmly report to the bar supervisor and do not draw attention or cause a panic. Stay behind the bar and do not get involved - it isn't worth it and you could put yourself at a legal risk.

RADIO HOLDERS - Remain clear and calm when on the radio. To begin a transmission press and hold the large rubber button and clearly state who you need, twice - e.g. 'Nick, Nick.' Wait for a response from the person you need and then clearly and slowly state what you need. The call for a fight happening is '5 - 5 (location) - e.g. '5 - 5 Club Bar' End all other calls to security with 'no problem' if it is not important, otherwise you will have all the door staff report to your bar.

In order to serve alcohol we have to comply with the licensing act, a set of rules to ensure we serve alcohol legally and responsibly. It is available to view behind reception. A breach of this licence not only puts yourself at risk but also the venue and the licensee, which can carry a very hefty fine and even jail time!

It is against the law to serve people under 18

It is against the law for someone under the age of 18 to serve alcohol, which includes taking a bottle to somebody ( glass collectors)

It is against the law to serve alcohol outside of our licensed hours. You will be told when last orders is called and when to finish serving

You have a responsibility to ensure a person who is 'drunk' is not provided with anymore alcohol. A person is legally drunk when their speech, balance, coordination or behaviour is noticeably impaired. If you think a person is drunk, consult with your bar supervisor and then calmly and politely inform them that cannot have anymore alcohol. Stay away from using the word drunk and do not be aggressive. Offer them a glass of water and let them enjoy the rest of their night. If they try to get served again or their friend tries to buy them alcohol give them a final warning and inform the supervisor. Buying a drunk person a drink also a breach of licence and that person will also be held accountable. If they become rude or aggressive inform the supervisor immediately who will inform security if needed.

Removal from the venue is always the last resort and will be the decision of security/management, your job is to accurately describe the individual and their behaviour so we can make a decision.

The door team check the ID of all customers but there are times when you will be expected to check ID. You will be instructed when to check for ID

The bars will always have one person selected to be in charge of a bar. Please be respectful as it could be you one evening!

While serving you are expected to be polite, approachable and attentive. Standing around chatting doesn't look vey professional! Keep busy, chat with your co-workers by all means but find jobs to do. The old classic "if you have time to lean, you have time to clean!"

Speak clearly and politely to customers. No swearing, don't be too chummy - be professional. Prepare something to say if you want to!

Section the bar between the people working, stick to a section and be aware of who comes to your section of bar and serve the people who have been waiting the longest. If your section of bar is clear and somebody else is busy, get the customers to come to you rather than going to somebody else's section.

Keep your section of bar tidy! People have more respect and behave better in a well presented, clean environment. Clean away glasses while serving, clear up drink marks, use bar napkins where possible and put things back where they are supposed to be.

Glass collectors will operate the glass machine but if there is no glass collector on shift, rotate between yourselves on a 20minute basis to collect glasses, clean them and put them back in the correct place.

Spirits 25ml - single shot 50ml - double shot No more, no less. No triples or quads! Single & mixer - rocks glass Double & mixer - collins glass (red bull, tonic, soft drink exceptions) Customer orders Ask if single or double Pick correct glass Ice the glass (customer may ask for no ice) Pick correct measure Pour spirit into measure over the glass & tip Add mixer (don't fill all the way to the top, customer may ask for only a little bit) Add fruit (ask first) Add straw (ask first) Serve

Bottles Use bar blade to open bottles, bottle caps in the bins please! Tips Corona - ask customer if they want a slice of lime with it & place in bottle neck Rekorderlig Cider - ask if they would like a pint glass with ice WKD & Smirnoff Ice - ask if they would like a straw (long straw) Bombardier (our 'beer' / ale) - ask if they would like a pint glass

Drought Lager & Cider on tap All have brand glasses - use whenever available - pint glass if not. Hold glass at 45 degree angle to tap Quickly turn tap all the way on When glass is 3/4 full, straighten up the glass Lager - 5mm - 10mm head Cider - little to no head If too much head, keep running tap and let it flow down the drain If too little head, push tap back slightly to add foam If tap stops, is very flat or very frothy ask the supervisor - the barrel/gas supply might need changing Tips Lager top - pint of lager with a bit of lemonade added Lager shandy - half lemonade, half lager (put lemonade in first) Lager & lime - pint of lager with a bit of lime cordial Cider & black - pint of cider with a bit of black currant cordial 'Snakebite' - half cider, half lager with optional black currant cordial (be wary though, people who drink this tend to drink is very quickly, ask your supervisor if unsure) Bitter shandy - half bombardier half lemonade (explain customer will have to buy whole bottle of bombardier)

Wine Small - 125ml Medium - 150ml Large - 175ml Spritzer - 125ml With soda or lemonade (ask customer) Red - Shiraz, Merlot or Pinotage White - Chenin (house), Chardonnay (Dry), Pinot Grigio (Medium) Rose - only one type Check the bottle first! Same glass used for all types, all measurements Pick glass Check it is clean Pick correct measure Pour & serve (spill proof method)

Bombs Half pint glass with shot glass dropped in Fill half pint glass half full with Red Bull (half a can per bomb, put rest of can in fridge) Fill shot glass with selected spirit Drop shot glass in gently and serve ALL BOMBS GO THROUGH THE TILL AS BOMB - £4

Shots All shots go in shot glasses Straight shots - sours, sambuca, tequila etc Layered shots - 'shot classic' Learn as you go! Always ask the bar tenders around you how to make a shot from the menu. Do it correctly slowly rather than quickly and get it wrong.

Soft Drinks All post mix available in half pint or pint sizes. Half - collins glass with plenty of ice Pint - pint glass with plenty of ice Don't fill it right to the rim! J20, fruit juice, red bull etc etc - always ask if they would like a glass (collins) with ice and a straw

When it comes to the till, do it slowly and carefully to make sure you get it right. Don't be afraid to ask for help! Remember all components of a drink and add them up accordingly. Double check the order with a customer to ensure you have it right and don't be afraid to tell them it is your first night - most people will be very understanding, but don't let people tell advantage of it.

As a rule of thumb, when a customer hands you a note, say aloud what it is. It might sound silly but it is quite easy to overlook it. Use the till calculator to give correct change.

To start with, take orders at the till so you can add it as you go along. Demonstrate the difference between initial screen and second screen log in and how to cash off

Pint of Carlsberg

Single vodka, lime and lemonade

Single gin & tonic

Double Bacardi and coke

Medium glass of white wine

Two shots of apple sours

A baby Guinness shot

Two Jagerbombs

Brandy & lemonade

Half a diet coke

Add it all up on the till £39.50

Pay on card (training) with £20 cash back Add whole round up, add on £20 for cash back, write on receipt and cash through amount as £59.50 Minimum card transaction is £5.00 - not including cashback

Sometimes somebody will come to the bar with a birthday shot card signed/stamped by one of the management This entitles them to a free shot of anything but not a drink - strictly a shot Keep the card and store in the till, but don't put it through the til

Sometimes somebody will come to the bar with a celebration shot card signed/stamped by one of the management This entitles them to a free shot of the Lixx sours in the bottom of the left fridge Keep the card and store in the till, but don't put it through the till

If a person presents a card labelled designated driver, they can have any postmix or fruit juice for free. Not Red Bull or J20. They keep the card but make a note of it in the bar book.

If somebody spills their drink after you have served it to them, take no responsibility for it - it wasn't your mistake! Get your bar supervisor if you need to!

If you genuinely make a mistake or a mispour - don't worry, it happens! Make a note of the drink in the bar book and get your supervisor to work through the book with you to make sure it is done correctly. Keep it clean as these books go off to the accountant!

If you smash a glass - don't panic! Don't brush your hands, run them under the tap and pick out any remaining glass. Each bar has a red bucket with a dustpan and brush. Clear up as much glass as you can - if a glass collector comes along let them take over and get back to serving. If a glass smashes in the ice well/ dishwasher you will have to get rid of all the ice and start again. Get your supervisor to call in Steve/Nick to help out and continue to serve just without ice. Make a note of breakages in the bar book.

Take things slowly, get it right and don't be afraid to ask. Its how you learn!

Be observant and learn things from your co-workers - ask them why they did something if you don't understand

Remain professional and polite. You will find yourself growing in confidence and can really enjoy yourself at work!

At the end of shift help to clear the whole bar down properly - the bars must be ready to serve from at the end of the night! ALL staff must report to Nick when you think you are finished.

After shift, the staff all have a drink and are invited to share anything about the night, which can be anything. If you would like to speak privately about something approach a member of management discreetly to try and resolve the issue.

Respect yourself - don't be bullied by customers into overpouring or giving away 'freebies'

Respect your co-workers - politely take instruction from your supervisor/management, work as a team and communicate. Nobody gets bossed around in Shush we all work together!

Respect your customers - we have built up a very good reputation for service. People are paying good money to have a good time and you can be a part of that night!

All management

All bar staff

All glass collectors

Security staff