I had the privilege to be part of a panel of distinguished operators discussing trends in the food & beverage business at the Nightclub & Bar Trade Show/Convention in Las Vegas.

There were quite a few questions from the gathering centered around security…. and rightfully so, since security ranks at or near #1 in recent surveys conducted among bar patrons. In two separate surveys that I was a part of in recent years, patrons (especially females) expressed a need for:

Well lit parking areas that are patrolled by security

A uniformed officer at or near the front entrance to the establishment

A Well organized & thorough ID check at the entrance

The presence of security inside the facility

With respect to the in-house security, the surveys revealed that the same group was often offended by security personnel who were rude, arrogant, overly aggressive & not prone to the concept of service to the guest.

I’m reminded of a definition of a bouncer that was given to me a couple of years ago by a high-volume operator:

Granted, this definition may be a bit harsh but there often is great disparity among this group as to what they think their purpose is & what their real job description/function actually is.

I posed to the Vegas group that the term "bouncer" is outdated, maybe obsolete. Over the past five years, I’ve urged my clients to look for a more realistic term to use in reference to this job function. Having equal experience in the food & beverage arenas, I prefer terms like "Door Host," "Security" or my favorite, "Diplomatic Corp."

To that extent, several years ago, a group of managers & myself composed a Diplomatic Corp employee contract which dramatically describes to the employee exactly which the job function entails. As part of the employee’s orientation & training, this employee contract is read aloud with each member of the Diplomatic Corp reading a line & then having that line explained in detail to the group.

Then, at the conclusion of the training exercise, each employee is asked to enter into an agreement with the house stating in writing that they agree to perform their job based on terms of the agreement. Kind of like what a professional athlete does when he or she signs on with their designated club.

Door Host/Security/Diplomatic Corp
Employee Contract With (your business name)

As an employee & member of the (business name) Diplomatic Corps, I do understand & agree to honor these standards of employment:

1. I will always come to work with a fresh & well-kept appearance. I will be well groomed & my clothing will be clean & orderly.

2. I will consider myself to be an ambassador of good will for (business name)

3. I will always be cheerful and positive to all employees & guests.

4. I will make an effort to greet each new guest with a warm welcome when they arrive. And, wish each person well as they leave.

5. I will not, however, spend any amount of time with any one guest beyond a casual acknowledgment of that person.

6. I will take responsibility to check every person who enters to ensure that they have proper ID & are over 21 years of age.

7. I will never use my position to show aggressive behavior to any person. My body language & actions will always be friendly & open.

8. I understand & fully agree that I was not hired to be a "bouncer" & I will never use that obsolete term in any way to describe my duties at (business name).

9. I understand the company policy that instructs me to not:

a. sit down on the job
b. smoke or chew gum on the job
c. consume alcoholic beverages while on the job
d. participate in any unlawful activity such as  
     possessing, using or offering any controlled
     substance.

10. I understand that in my role as good will ambassador, I will take responsibility to know all promotional events that are happening at (business name). I will gladly hand out promotional materials as directed by management especially to guests who are leaving each night.

11. I understand that we all share the responsibility of keeping our house neat, clean & orderly. Therefore, I will always be willing to do my part in continuously removing trash from the floor, picking up empty bottles & glasses & assisting in clean-up after closing.

12. I understand that if a situation arises on premises where a dispute or conflict seems to be brewing, I will always begin to approach that situation with diplomacy & tact. I will always try to diffuse the situation by displaying a calm & non-threatening attitude beginning with talk, not threats & confrontation.

13. I understand that, if at all possible, the manager on duty should always be contacted to assist in defusing any potential conflict or event that upsets any guest.

14. I acknowledge that part of my job responsibility is to protect the guest from harm & abuse. Therefore, I will always remain alert to the possibility of using mild force, if necessary, to restrain a person from causing a disturbance.

15. I understand that our policy will always be to move the situation outside the premises if it escalates.

16. I understand that (your state if applicable) has ruled that an employee may be subject to being charged with assault and/or be sued by a guest if he or she instigates any aggressive action that may be termed harmful to that guest. Further, I understand that such unauthorized behavior will result in my immediate termination.

Signed by employee:

(Print your full name) __________________________________________

Signature ___________________________________________________

Date ____________________

Acknowledge by manager:

Signature ___________________________________________________

Title _______________________________________________________

Date ____________________

This document to be placed in the employee’s personnel file

Source: The 4-Part Manager's Survival Guide, "Bar/Nightclub Management & Marketing" , a   powerful tool for creating traffic & increasing sales using proven marketing, promotions & improved operations techniques.


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