Policies and Procedures

Please review the following Policies and Procedures manual. As our organization evolves, these guidelines may be periodically updated. We are committed to transparent communication and will promptly notify all team members of any modifications to ensure everyone remains informed and aligned with our current standards and expectations.

 

1. Alcohol Service

 

1.1 ID Checking

 

• • All patrons who appear to be under 30 must have their ID checked.
  • Accept only government-issued photo IDs.
  • IDs must be current and not expired.

 

 

1.2 Responsible Service

 

• • Do not serve alcohol to visibly intoxicated patrons.
  • Offer free water and promote non-alcoholic options.
  • During busy periods, we kindly ask that each customer limit their order to one drink per person. While customers are welcome to order drinks for others, this policy is in place to ensure everyone’s safety and limit over-consumption. However, they are welcome to place multiple orders during the shift.

 

 

2. Safety and Security

 

2.1 Premises Safety

 

• • Immediately clean up spills and use “Wet Floor” signs.
  • Maintain clear pathways and proper lighting at all times.
  • Conduct daily safety checks before opening.

 

 

2.2 Incident Reporting

 

• • Document all incidents in the Incident Report form, including date, time, and details.
  • Notify management immediately of any serious incidents.

 

 

2.3 Security Cameras

 

• • Security cameras are in operation 24/7 throughout the premises.
  • Cameras monitor all entrances, exits, bar areas, and seating areas.
  • Staff must ensure cameras are unobstructed at all times.
  • Only authorized personnel may access camera footage.
  • Camera footage is retained for 7 days unless needed for incident investigation.
  • The use of security cameras visual recording in our establishment is conducted in accordance with Florida law. Signage has been posted in all exits of video camera in use.
  • The primary purpose of surveillance is for security and safety of staff and patrons.

 

 

2.4 Drug-Free Workplace Policy

 

• • Rebel Wine Bar maintains a strict drug-free workplace in accordance with Florida Statute §440.102 and company policy.
  • All employees are expected to report to work free from the influence of any illegal drugs, controlled substances, or misused prescription medications.

 

Key Guidelines:

 

• • The possession, use, distribution, or sale of illegal drugs or controlled substances on company property or during work hours is strictly prohibited.
  • Employees must not report to work under the influence of drugs or alcohol in any manner that could impair judgment, coordination, or performance.
  • Discovery of any suspected drug-related materials (e.g., paraphernalia, residue, or substances) must be immediately reported to management.
  • Reasonable-suspicion and random drug testing will be conducted as outlined in the company’s Drug-Free Workplace Policy.
  • Confirmed positive results for illegal drugs or unauthorized substances will result in disciplinary action, up to and including termination.
  • Employees may, at the company’s discretion, be given the opportunity to participate in a licensed rehabilitation program at their own expense.
    • • Follow-up testing after any approved rehabilitation will be conducted at the company’s expense through a certified laboratory.
      • This option does not apply to confirmed use of illegal narcotics such as crack, methamphetamine, heroin, or fentanyl.

 

 

• • Confidentiality will be maintained throughout all testing and disciplinary processes.

 

Testing Procedures: To ensure a safe and compliant workplace, the following testing procedures may be conducted through a certified laboratory and reviewed by a Medical Review Officer (MRO):

 

• • Random testing – Conducted periodically and without prior notice; all employees are subject to selection.
  • Reasonable-suspicion testing – Conducted when management observes behavior or evidence suggesting impairment.
  • Post-incident testing – Conducted following workplace accidents, injuries, or property damage to rule out impairment as a contributing factor.
  • Return-to-duty or follow-up testing – Conducted after rehabilitation or disciplinary action related to substance use.
  • Confirmed positive results for illegal drugs or unauthorized substances will result in disciplinary action, up to and including termination.

 

Purpose:
To ensure a safe, professional, and productive environment for all employees and guests, while upholding Rebel Wine Bar’s commitment to integrity, safety, and community trust.

 

3. Customer Service

Please see common problems / solutions page for specific issues.

 

3.1 Greeting and Seating Procedures

 

• • Greet all customers within 30 seconds of entering.
  • Escort customers to their table, offering choice when possible.
  • Provide menus and explain any specials or promotions.

 

 

3.2 Conflict Resolution

 

• • Remain calm and professional when dealing with upset customers.
  • Listen actively to customer complaints without interrupting.
  • Apologize sincerely and offer solutions to resolve issues.
  • Escalate unresolvable issues to management.
  • Remain calm and professional at all times.

 

 

3.3 Refusal of Service

 

• • We reserve the right to refuse service to anyone displaying disruptive behavior.
  • Always explain the reason for refusal calmly and professionally.

 

 

3.4 Professional Behavior Expectations

 

• • Treat all customers and colleagues with respect.
  • Maintain a positive attitude and teamwork mentality.
  • Refrain from using personal mobile devices during shifts.
  • Adhere to scheduled shift times, arriving 10 minutes before shift start.

 

 

3.5 Outside Food Policy

To ensure a consistent experience for all guests:

 

• • Customers are generally not allowed to bring outside food to the bar or dining areas during regular business hours.
  • Exceptions may be made for private events, subject to approval by the events coordinator.
  • During business hours, customers who bring outside food may consume it only at designated outside tables.

 

 

Rebel Wine Bar: Staff Attendance Policy

 

1. Tardiness

15-minute grace period
Beyond 15 minutes:
1st: Verbal warning
2nd: Written warning
3rd: Final warning, possible shift reduction

Excessive tardiness may lead to termination

 

2. Shift Coverage / Shift Changes 

• Notify management of shift coverage or replacement at least 4 hours before shift

• All bartenders after completing a training period are required to find a qualified replacement
• Employees need to notify management as soon as possible when they expect to be late or unavailable for a shift
• Leaving early, leaving the bar unattended or assigning duties to staff who are not trained or qualified to perform them is strictly prohibited unless approved in advanced by a manager
• If an employee must leave early or cannot complete a shift, they must obtain prior approval from management and ensure that a qualified substitute is present before departing.
• Employees are expected to begin work at their scheduled start time and remain on the floor for the full duration of their scheduled shift unless relieved by a qualified staff member.
• The on-duty bartender is responsible for ensuring the bar is never left unattended; if the bartender is late, they must stay on shift until a qualified replacement or manager arrives.

 

3. No-show without notification or replacement:

Definition: Failure to appear for a scheduled shift without prior notice or provide a replacement.
Consequence: May include up to a $50 deduction from paycheck per occurrence up to 3 occurrences

 

• • First instance: Verbal warning and documented
  • Second instance: Written warning
  • Third instance: Review of employment status, up to and including termination

 

 

4. Emergencies

Contact management immediately
May require documentation

 

5. Consequences

Repeated violations may result in reduced shifts or termination

 

6. Positive Recognition

Consistent good attendance will be noted in performance reviews

 

Things happen. Communication is key. Discuss ongoing issues with management.

 

4. Food Safety

 

4.1 Hygiene

 

• • Wash hands frequently with soap and hot water, especially after handling money or waste.
  • Wear gloves when preparing food items.
  • Clean / wipe down prep areas before and after handling food and wine.

 

 

4.2 Grooming Standards

To maintain a professional and hygienic appearance, particularly in roles that involve food handling:

 

• • Staff must ensure their appearance is neat and groomed at all times.
  • Beards and long hair must be secured with a hair net or tied back in a ponytail.
  • While personal hairstyle choices are respected, all employees must prioritize grooming and hygiene to ensure a clean and professional presentation.
  • Fingernails must be clean and trimmed, and any visible piercings or accessories must adhere to safety standards.

 

 

4.2 Allergen Awareness

 

• • Inform customers of potential allergens in food and wine products. Particularly nuts & dairy.

 

 

4.3 Employee Meal Guidelines

Employees adhere to the following rules regarding meals during shifts:

 

• • Employees are not permitted to eat in areas visible to guests.
  • Meals be consumed in designated break areas or outside of the premises to maintain professionalism and guest comfort.
  • All food and beverages consumed during shifts must follow company guidelines regarding staff privileges and discounts.

 

 

5. Emergency Procedures

 

5.1 Fire Safety

 

• • Know the location of fire extinguishers and emergency exits.
  • In case of fire, calmly guide patrons to the nearest exit.
  • Cover your mask with a cloth or clothing. This precaution helps prevent the inhalation of carbon and other particles.

 

 

5.2 Medical Emergencies

 

• • Call 911 immediately for any serious medical situations.
  • All staff members must know about where the first aid kit at all times

 

 

6. Handling Sharp Objects

 

6.1 General Safety

 

• • All staff must be trained in the proper handling of sharp objects before using them.
  • Sharp objects include, but are not limited to: knives, corkscrews, broken glass, and bottle openers.
  • Always use the right tool for the job. Do not improvise with inappropriate tools.

 

 

6.2 Knife Safety

 

• • Keep knives sharp. Dull knives are more dangerous as they require more force to use.
  • Always cut away from your body.
  • Use a cutting board placed on a stable surface.
  • Never try to catch a falling knife. Step back and let it fall.
  • Wash knives separately from other utensils.
  • Store knives in a designated area when not in use.

 

 

6.3 Corkscrew and Bottle Opener Safety

 

• • Ensure the bottle is stable before applying the corkscrew or bottle opener.
  • Keep your free hand away from the path of the corkscrew or bottle opener.
  • For stubborn corks, ask for assistance rather than using excessive force.

 

 

6.4 Broken Glass Handling

 

• • Never use your bare hands to pick up broken glass.
  • Use a broom and dustpan to clean up broken glass.
  • For small shards, use a damp paper towel to wipe the area.
  • Dispose of broken glass in a specially marked container, not in regular trash.

 

 

6.5 Personal Protective Equipment (PPE)

 

• • Wear cut-resistant gloves when handling large quantities of glass or during extensive prep work with sharp utensils.
  • Wear closed-toe, non-slip shoes at all times to protect against falling sharp objects.

 

 

6.6 Injury Protocol

 

• • In case of a cut or puncture wound:
    1. 1. Immediately wash the wound with soap and water in lukewarm water. (cold, or hot water may worsen condition)
       2. Apply first aid as appropriate (e.g., bandage, sterilize with rubbing alcohol, apply pressure to stop bleeding).
       3. Report the injury to a supervisor, no matter how minor.
       4. Seek medical attention for serious injuries. Follow medical professional instructions.
  • Keep a well-stocked first aid kit easily accessible at all times.

 

 

6.7 Maintenance and Inspection

 

• • Regularly inspect all sharp tools for damage or wear.
  • Remove any damaged tools from service immediately.
  • Maintain a sharpening schedule for knives to ensure they remain in good condition.
  • We kindly ask all staff and patrons to handle glassware and bar items with care.
  • In cases of repeated or excessive breakage by an individual or group, management reserves the right to assess the situation and may, at their discretion, apply charges to cover replacement costs.

 

 

6.8 Customer Safety

 

• • Keep all sharp objects out of reach of customers.
  • When serving bottles that have been opened with sharp implements, ensure all sharp edges (e.g., foil cutters) have been properly removed and disposed of.

 

 

6.9 Safety Procedures for Wet Floors

To ensure the safety of both staff and guests:

 

• • Wet floors must be marked immediately with “Wet Floor” signage.
  • During business hours, ensure signs are visible and appropriately placed to warn guests and staff.
  • Clean up spills promptly to minimize hazards.

 

** Safety is everyone’s responsibility. If you see unsafe handling of sharp objects, or anything that may cause someone harm please speak up and correct the situation immediately.

 

 

7. Privacy and Data Protection

 

7.1 Handling Customer Information

 

• • Collect only necessary customer information.
  • Store customer data securely, with access limited to authorized personnel.
  • Never share customer information with third parties without explicit consent.

 

 

7.2 Credit Card Security

 

• • Never write down or store full credit card numbers.
  • Use secure, encrypted point-of-sale systems for all transactions.

 

 

7.3 Compliance with Data Protection Laws

 

• • Stay informed about and comply with all applicable data protection laws.
  • Provide staff training on data protection practices.
  • Regularly review and update data protection policies.

 

 

8. Inventory Management

 

8.1 Wine Storage and Rotation

 

• • Store wine at appropriate temperatures (55-59°F for reds, 49-55°F for whites).
  • Implement a “first in, first out” (FIFO) rotation system.
  • Regularly check wine quality and remove any spoiled bottles.

 

 

8.2 Stock Taking Procedures

 

• • Conduct weekly inventory counts of opened bottles.
  • Perform full inventory counts monthly.
  • Use inventory management software to track stock levels and sales.

 

 

8.3 Ordering and Receiving Deliveries

 

• • Place orders based on inventory levels and sales projections.
  • Inspect all deliveries for accuracy and quality upon receipt.
  • Update inventory system immediately after receiving new stock.

 

 

9. Cash Handling and Financial Procedures

 

9.1 Opening and Closing Cash Register Procedures

 

• • Start each shift with a predetermined amount in the cash register.
  • Count and record cash at the beginning and end of each shift.
  • Secure excess cash in the safe throughout the shift.

 

 

9.2 Handling Tips

 

• • Pool tips among staff according to agreed-upon system.
  • Record and distribute tips accurately and fairly.
  • Ensure all tip reporting complies with tax regulations.

 

 

9.3 Reporting Discrepancies

 

• • Report any cash discrepancies to management immediately.
  • Document all discrepancies, no matter how small.
  • Conduct regular audits to identify and address any patterns of discrepancies.

 

 

9.4 Theft Policy

Theft will not be tolerated under any circumstances. This includes, but is not limited to:

 

• • Taking company property without authorization.
  • Overpouring beverages beyond standard serving sizes.
  • Cash theft or intentional discrepancies in reporting sales.
  • Providing items to guests for free without management approval.

 

Definition of Theft: Any unauthorized action resulting in the loss or misuse of company resources or inventory.

Suspected incidents of theft may be reported to law enforcement and will result in immediate termination.

 

10. Cleanliness and Maintenance

 

10.3 Cleanliness Standards for the Premises

 

• • Follow the daily cleaning checklist for all areas of the bar.
  • Conduct hourly checks of restrooms and common areas during operating hours.
  • Perform weekly deep cleaning of all areas, including behind and under equipment when assigned that specific shift.
  • Maintain a clean and organized bar area at all times, wiping down surfaces after each use.
  • Ensure glassware is spotless before use; polish if necessary.

 

 

10.4 Reporting and Handling Equipment Malfunctions

 

• • Immediately report any equipment issues to the manager on duty.
  • Log all malfunctions in the maintenance book, including date, time, and nature of the problem.
  • For minor issues, follow the troubleshooting guide located near each piece of equipment.
  • Do not attempt to repair major malfunctions; contact authorized repair services.

 

 

10.5 Breakage Policy

Employees are expected to handle all items, including glassware and other breakable items, with care. To maintain accountability:

 

• • A monthly breakage threshold will be set for each team or individual.
  • Any breakages exceeding the threshold may result in a charge of $5-$7 per broken item, depending on the item’s replacement cost.
  • Repeated breakage may lead to further review and disciplinary action.

 

 

11. Staff Training + Performance Review Procedures

 

11.1 Ongoing Wine Education for Staff

As a staff member, you are expected to participate in the following wine education activities:

 

• • Attend monthly wine tasting sessions. All wine tastings and wine classes at Rebel Wine Bar are free for staff members to attend. Please let management know ahead of time if you plan on attending.
  • You are encouraged to pursue wine certifications (e.g., WSET, Sommelier).

 

 

11.2 Performance Review Procedures

As an employee, you will be subject to the following performance review procedures:

 

• • Formal performance reviews are conducted bi-annually for all staff.
  • You will receive ongoing informal feedback on your performance.
  • During review sessions, clear, measurable goals will be set for you.
  • Customer feedback and mystery shopper reports will be considered as part of your review process.
  • You will participate in a peer review system to encourage teamwork and mutual improvement.
  • Exceptional performance is recognized and will be rewarded.
  • Have an issue? Please review our Workplace Investigation Procedure when handling an issue.

 

 

 

Brand and Atmosphere Policies

 

1. Ambiance

 

• • We are a wine bar, not a club. Maintain a relaxed, upscale atmosphere at all times.
  • Music volume should never overpower conversation. Patrons should be able to comfortably talk without raising their voices.

 

 

2. Music Selection

 

• • Stick to smooth genres that complement wine tasting and conversation:
    • • R&B
      • Smooth Jazz
      • Similar relaxed genres
  • Use the specially curated “Rebel Wine Bar Mix” on Sonos when available.

 

 

3. Lighting

 

• • No disco lights or flashy lighting effects.
  • Dim the lights gradually after 8 PM to create a more intimate mood.
  • Ensure all areas remain well-lit enough for patrons to read wine labels and menus.

 

 

4. Special Events

 

• • Management will inform staff of any changes to the usual atmosphere for special events.
  • Only during designated events may the music style, volume, or lighting deviate from standard policy.

 

 

5. Decor

 

• • IMPORTANT: Always consult with management before introducing any new decor items, regardless of size or perceived importance. This includes temporary decorations, promotional materials, or personal items.
  • Do not bring any decor items to the location without prior approval from management.
  • Management reserves the right to remove any unauthorized decor items to maintain brand consistency.
  • Maintain a clean and well-kept aesthetic at all times:
    • • Regularly dust and clean all decor items, shelves, and surfaces.
      • If you notice any dusty or dirty areas, clean them immediately or report to management if unable to address it yourself.
      • Be proactive in maintaining the cleanliness and appearance of the bar. If you see something that needs attention, take action or inform someone who can.
  • Report any damaged or worn decor items to management promptly for repair or replacement.

 

 

6. Brand Consistency

 

• • Ensure all branded materials (menus, business cards, signage) use our approved logo, colors, and fonts.
  • Report any inconsistencies in brand representation to management immediately.

 

 

7. Staff Conduct and Brand Representation

 

• • All staff members are valued brand ambassadors, both on and off duty.
  • We encourage open communication. If you have concerns or suggestions, please address them privately with management.
  • Let’s work together to maintain a positive atmosphere. We appreciate your discretion in avoiding discussions about internal matters in public spaces or on social media.
  • Your enthusiasm is our best advertisement. We value your positive representation of Rebel Wine Bar in professional settings, as it greatly enhances our brand image.
  • Negative talk or complaints about Rebel Wine Bar, its staff, its policies, or management within earshot of customers is strictly prohibited.
  • If you have concerns or suggestions, address them privately with management.

 

 

Remember: Compliance with these policies is mandatory for all staff.