HOST HANDBOOK W W W . T H E G R A N D 1 4 0 1 . C O M 1401 FULTON ST, FRESNO, CA 93721
Table of Contents Introduction Host Dress Code Turnaround Crew Load In Host Check In Reception Host Check In Security Guard Expectations Security Guard Process & Rules Carts & Can Storage Usage Procedure Condition Report Instructions First Aid Kit Frequently Asked Question Contact Information Welcome
Introduction
This Employee Handbook (“Handbook”) is a compilation of personnel policies, practices and procedures currently in effect at The Grand 1401 (“Company”).
The Handbook is designed to introduce you to our Company, familiarize you with Company policies, provide general guidelines on work rules, benefits and other issues related to your employment, and help answer many of the questions that may arise in connection with your employment.
This Employee Handbook is not a contract of employment, and does not create a contract of employment. The purpose of the Handbook is simply to provide you with a convenient explanation of present policies and practices at the Company. This Handbook is an overview or a guideline. It cannot cover every matter that might arise in the workplace. For this reason, specific questions regarding the applicability of a particular policy or practice should be addressed to the Event Manager. The Company reserves the right to modify any of our policies and procedures, including those covered in this Handbook, at any time. We will seek to notify you of such changes by email and other appropriate means. However, such a notice is not required for changes to be effective.
Host Dress Code Hosts are required to be well manicured and always maintain a professional appearance while working events Business casual dress is required All black clothing items are preferred Closed toe shoes are required Safe, comfortable shoes should be worn. Tennis shoes may be worn if they are black NO HEELS The Grand 1401 will provide event hosts with a shirt that may be worn to events Women may wear dress, provided they follow the above guidelines
Evaluate the tables for any damage If a table is damaged, remove it from inventory and notify event manager Clean bathrooms of any trash, glitter or debris Clean the floor of the ballroom of all trash, glitter and debris
Clean ALL tables
Clean ALL chairs
Remove all tables or chairs that are not included in event layout and store them Greenroom on Ten should have enough inventory stored for an event.
Turn crew is in charge of making sure our clients layouts are set up exactly as requested. Typically, table layouts are to be set up no later than 48 hours before an event. Please see below for the turn crew checklist.
Check the tables for gum, glitter, trash and/or stains
Checklist
Turn Crew
Check the chairs for gum, glitter, trash and/or stains
Evaluate the chairs for any damage If a chair is damaged, remove it from inventory and notify event manager Separate any chairs that were rented from a third party vendor and stack the chairs in the back area of the Grand Ballroom near the back parking lot, out of view from the entrance
Grand Ballroom Load In
Check the GBR storage closet to verify accessibility and if vendors are utilizing the space for storage Survey the catering area to see the extent of the setup, if any, so you are aware of what will need to take place at the time of the caterer’s arrival
Place event sign in the corner entrance foyer
Check ALL bathrooms to ensure they are properly stocked
LOAD IN HOST CHECK
1
Ensure that carts are available for vendors to use and that the checkout procedure is followed for the carts
If there were any incidents during your shift, you must complete the report prior to signing out
LOAD IN
Obtain building host keys from the lock box or (on a weekday) the top drawer in our office
When Closing Shift arrives, go over any notes taken during shift and relay any important information
9
available ALL GRAND BALLROM VENDORS MUST LOAD IN FROM THE BACK DOORS
Remind vendors that back door is to always remain closed Prevent damage to the building by overseeing load in process and communicating to vendor when they are doing things (like dragging items, using tape on walls/pillars, pulling on drapes, etc.)that may cause any damage. LIST TO DO LIST 2. 3 4. 5. 6 7. 8.
When the event coordinator, main contact, bride/groom, etc. arrives at the venue, introduce yourself and check in frequently during setup and during the event
Place garbage bags in the large garbage cans and ensure there are extra rolls of garbage bags
Arrive at specified time
Obtain the Event Clipboard and review the Day Of Event Schedule
Introduce the Closing Shift host to the main contact
LOAD
Obtain building host keys from the lock box or (on a weekday) the top drawer in our office
When the event coordinator, main contact, bride/groom, etc. arrives at the venue, introduce yourself and check in frequently during setup and during the event
Grand on 10 Load In
LOAD
Place event sign in the main entrance lobby on the first floor Check ALL bathrooms to ensure they are properly stocked Check the G10 storage closet for any items being stored Survey the kitchen to see the extent of the setup, if any, so you are aware of what will need to take place at the time of the caterer’s arrival
Arrive at specified time Obtain the Event Clipboard and review the Day Of Event Schedule
When Closing Shift arrives, go over any notes taken during shift and relay any important information Introduce the Closing Shift host to the main contact If there were any incidents during your shift, you must complete the report prior to signing out
Place garbage bags in the large garbage cans and ensure there are extra rolls of garbage bags available ALL GRAND ON 10 VENDORS MUST LOAD IN FROM THE FULTON STREET DOORS (main lobby doors) Ensure that carts are available for vendors to use and that the checkout procedure is followed for the carts Prevent damage to the building by overseeing load in process and communicating to vendor when they are doing things (like dragging items, using tape on walls, etc.) that may cause any damage IN HOST CHECK LIST IN TO DO LIST: 1 2. 3. 4 5 6. 7. 8.
When exiting for the night, make sure security locks all doors and exit through the main doors in the lobby (ask security escort you to your vehicle)
Turn all lights on at the end of the event so that they are on during load out
Write reports on any broken or damage items found during inspections during and after the event. Count all inventory used during event (note on shift report sheet)
Monitor all vendors, checking in regularly, to ensure load out is on track
Once the building is fully locked and secured, conduct a thorough walk-through of the entire ballroom, mezzanine and bathrooms
Ensure the main doors are shut completely and locked
Grand Ballroom Events:
Place all items found (such as glasses, chargers, keys etc.) in the host closet and make a note in shift report so that we can locate the owner.
Obtain the Event Clipboard from load in host and review the Day of Event Schedule (located in Host Office)
Remove any garbage from the restrooms and check behind curtains for trash and personal items
Introduce yourself to the event coordinator, main contact, bride/groom etc
Once the event has begun and guests are no longer arriving, remove the sign from the entrance (place in host office)
One all vendors are gone, have security lock up the entire building
Have all security staff sign in upon arrival
Leave all reports, including shift report, in the Clipboard (leave in the host office)
Grand Ballroom Event Shift
Review all notes from Load In shift host
Obtain building host keys from Load In host
Make yourself available to vendors if load in is still occurring
Arrive at scheduled time
Remind all vendors TWO HOURS prior to event ending time that they will have ONE hour of clean up once the event officially ends
Count all inventory used during event (note on shift report sheet)
Write reports on any broken or damage items found during inspections during and after the event.
One all vendors are gone, have security lock up the entire building
Once the building is fully locked and secured, conduct a thorough walk-through of the entire ballroom, veranda, bathrooms and main floor lobby and elevators
Ensure the main doors are shut completely and locked
Arrive at scheduled time Obtain the Event Clipboard from load in host and review the Day of Event Schedule (located in Host Office) Obtain building host keys from Load In host
Remind all vendors TWO HOURS prior to event ending time that they will have ONE hour of clean up once the event officially ends Turn all lights on at the end of the event so that they are on during load-out Monitor all vendors, checking in regularly, to ensure load out is on track
Grand on 10- Event Shift
Leave all reports, including shift report, in the Clipboard (leave in the host office)
Grand on 10 Events:
Once the event has begun and guests are no longer arriving, remove the sign from the entrance
Introduce yourself to the event coordinator, main contact, bride/groom etc
Have all security staff sign in upon arrival
Make yourself available to vendors if load in is still occurring
Remove any garbage from the restrooms and veranda and gather any personal items
Review all notes from Load In shift host
When exiting for the night, make sure security locks all doors and exit through the main doors in the lobby (ask security escort you to your vehicle)
Place all items found (such as glasses, chargers, keys etc.) in the host closet and make a note in shift report so that we can locate the owner Close all windows and ensure all veranda doors are locked
Events NOT occurring at The Grand are not to utilize our parking lots
All Guards Door Guards Bar Guards
No drinks are allowed outside of ballrooms
Grand on 10 guests will enter through the main lobby, Fulton Street doors
Guards to be dressed in their uniforms
Parking Lot Guards
Guards are to make themselves available to building host assist in any issues
Upon arrival, guards are to sign in with the event host
Ensure load out vendors are not damaging walls, pillars, doors, floors or any part of the building interior and exterior by bringing their attention to the need for precautions If any damage occurs, notify the vendor that a report will be made Notify event host of damage so a report can be correctly submitted
All guards are to be polite and respectful to guests, open the door for entering guests and confirm the name of the event being attended
No misconduct No outside alcohol is permitted to enter the building
Ensure event host has thoroughly locked all doors and closed all windows in ballrooms and restrooms
No unprofessional guest or vendor interactions
Guards are to have radios in order to communicated with the event host
Closing Guard
No smoking No excessive cellphone use
The bar guard must be present at the time of last call and last pour
No glass barware is allowed on the G10 veranda
Guards are to walk the parking lots at regular intervals throughout the event No person should be loitering, drinking, engaging in illegal or dangerous activities, being disruptive or soliciting in or on The Grand 1401 parking lots
Security Guard Expectations
All preventative measures are to be taken to preserve the building and prevent any accidents or damage to any part of The Grand 1401
Ensure guests who have been disallowed further alcohol stay away from the bar
Ensure that all rules are followed regarding last call timing
Ensure no underage drinking or gross intoxication occurs
At final conclusion of event, escort event host from building to vehicle
The Grand 1401 parking signs are to be set out in front of the designated lots
Guards are to direct guests to the correct parking lots
Grand Ballroom guests will enter through corner doors ONLY in order to prevent any unauthorized persons from entering Grand Ballroom vendors are to enter the building through the back service entrance ONLY
Guests may not exit the ballrooms with alcoholic drinks
Grand on 10 vendors are to load in through the Fulton Street doors and must observe load limits for elevators
NO outside alcohol is to be brought into the building
Trash cans are to be rolled to the elevators, down to the dumpster then the trash bags are to be removed and placed in the dumpster. Trash must be contained in a trash can in order to be carried from the ballrooms to the dumpsters.
Caterers and bar services are responsible for taking out ALL trash at the conclusion of the event
The trash cans should be inspected once a month to ensure they are in good working order
The caterers and bar services will place the trash cans in the proper place for the duration of the event Caterers and bar services are responsible for taking out ALL trash at the conclusion of the event Trash cans are to be rolled to the dumpster then the trash bags are to be removed and placed in the dumpster. Trash must be contained in a trash can in order to be carried from the ballrooms to the dumpsters
Carts are stored in the G10 lobby closet
At the conclusion of the event, the trash cans are to be placed back in the kitchen
Carts are stored in the ballroom storage closet
When vendors/clients arrive and request a cart, they will need to check that cart out with the event host and the host will give the cart to the vendor/client
Grand
Carts Trash
The caterers and bar services will place the trash cans in the proper place for the duration of the event
When vendors/clients are done with the cart, they must return the cart to the event host and the carts are to be locked in G10 lobby closet
Carts
When vendors/clients are done with the cart, they must return the cart to the vent host and the carts are to be locked in G10 lobby closet
Trash cans are stored in the kitchen and are labeled with G10
Trash Cans Trash cans are stored in the back service area near the service elevator
The trash cans should be inspected once a month to ensure they are in good working order on 10 Cans Ballroom
Carts & Cans Storage Procedure
When vendors/clients arrive and request a cart, they will need to check that cart out with the event host and the host will give the numbered cart to the vendor/client
At the conclusion of the event, the trash cans are to be placed back in the service area
Grand
Date of occurrence Time of occurrence
The Condition Report form is only to be completed by an employee of The Grand 1401 and only if the employee feels that there was damage done to the venue during the event.
The Condition Report MUST be filled IMMEDIATELY upon finding and/or witnessing the damage
Name and contact information of person approached at the time of the damage (ie: the person known to have caused the damage)
Pictures of damage whenever possible
The following information must be obtained for the form to be completed correctly: After completing the condition report, submit the form to the Event Manager Report
Condition
For example: a large scratch on the ballroom floor is caused by the dragging of an item brought in by clients for use during the event, a light fixture being broken because something was thrown or tossed in the air, confetti was used that stained the ballroom floor, etc
Name of event coordinator or main contact for event Damage description (be as detailed as possible)
CONDITION REPORT POLICY AND INSTRUCTIONS
Specific location of damage (use a floor plan print out if necessary)
The Grand 1401 must provide first aid kits in both ballrooms that is suitable for occupational and non occupational injuries or illnesses. The Grand 1401 management are to ensure appropriate first aid supplies are maintained and stocked.
First Aid Kit One First Aid Kit Two First Aid Kit Procedure
First aid kits are to easily accessible to event staff, are to be clearly marked, stored in a container that will protect kit items from damage, deterioration/contamination and can be easily moved to the location of an injured or acutely ill person
Should be stored in the large storage closet in the Grand Ballroom within easy reach of all staff members and in a labeled, designated area Should be stored in the G10 lobby storage closet located next to the men’s restroom on the shelf in a labeled, designated area If an employee uses the first aid kit for any reason, they are to fill out the inventory sheet stating what was used from the kit If the items were used during an event, an Event Incident Report must be filled out and given to the Event Manager The employee must report the use of the First Aid Kit in the shift report that is submitted Once a month, the Event Coordinator will review the inventory of each kit and request replacements as needed
First Aid
What do you do if the event staff is unable to take all items out of the building in the 1 hours allowed after the event? Make a note in the report and notify guest of the fees that they can expect What do you do if a guest has ADA accessibility needs?
You make the guest aware that the guest count has been surpassed, additional security will need to be hired at the guest's expense Can I take my lunch break off site? No. Someone from the building must always be present.
What do I do if security guards have not arrive by the event start time? You must contact security supervisor and make them aware.
If we don't have an event the next day, yes. What do you do with any opened alcohol at the end of an event? Opened alcohol must be disposed at the end of the event
There is an ADA accessible restroom on the 5th floor which host has keys for.
If it is an open bar event, yes. Can I allow people from the public to enter private events? No, only invited guests are allowed.
What do I do if an event exceeds the guest size indicated on the "Day-of Event form"?
Does a guard have to be at the bar the entire night?
What do you do if a guest is unhappy with the cleanliness of our chairs, floor or anything else? Apologize and offer to clean or replace.
Frequently Asked Questions
What do I do if someone vomits in the building? Please use vomit powder located in basement storage room Can a guard that is below the age of 21 guard the bar? No, security guards must be 21+ Can decoration, DJ equipment or an other items be left overnight?
Additional table and chairs are subject to availability
What do I do if the client wants to extend the time of their event
You report it to the proper authority & make sure you make an incident report.
You make a note in your report regarding the extended event time and security must stay for the entirety of extended time
Can I provide guest with additional tables or chairs?
What do I do if someone is trying to bring in alcohol after the event has already begun? Notify security & they will handle it
How do I restock a restroom of the opposite sex? Call a security guard of that gender and request that he/she assists you with restocking.
What do I do if I witness someone participating in illegal activities (using drugs, physically violent, giving alcohol to a minor, etc.)?
What do you do if someone is smoking on the veranda and they didn't pay smoking fee?
What do I do if the DJ or entertainment refuse to stop playing music when event time is over? Notify guest that they are exceeding their event time and that they will be charged additional event time fee. Can I accept tips? Yes, you can
Frequently Asked Questions
You remind the guest that there is a $300 smoking fee If they agree to pay it, we can deduct it from their deposit. If not, security will enforce no smoking policy.
Alma Matehuala - Event Manager 559-930-5702 Jose Sanchez CFO 310 963 5673 Logan King Property Manager 559 930 5702 Brian Brazell HVAC (Air Conditioning Issues) 559 906 5244 Valley Elevators - Elevator Maintenance Team 559-779-0872 Jesse Alvarado - Cencal Security Supervisor 559-899-5076 Richard Escareno - Marketing Manager 559-618-1180 Important Contacts