Atmosphere, Ambiance & Guest Sight Line SOP

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Procedure #: HB SOP 16

Function: Team Member Policies

Implementation Date: 040123

Policy/Purpose: Hillman Beer believes that the ambiance of the environment in the tap room directly impacts the guest experience.  Attention to detail is key when monitoring the music levels, room temperature, lighting levels and guest sight lines.  

Procedures:

• Music Levels

Music volume levels must follow the energy of the room and time of day.  Music has been pre-chosen by ownership but the variation of songs can require monitoring the volume carefully.  Music should enhance the mood and vibe in the room but never overpower it.  

• Room Temperature

The taprooms should stay right around 68 degrees during the cooler months.  This can be achieved by manipulating the garage doors and vinyls in both locations to work with the thermostat.  *Follow the steps outlined in the Cold Weather Procedure document.

During the warmer months, guests can generally find a spot that works for them, in the sun or in the shade.  We keep the garage doors and vinyls wide open as much as possible to create a casual, hang-out vibe. 

Ceiling fans are utilized in the warmer months to move air and are kept on year-round.

• Lighting Levels

Managers and Service Leaders must keep a close eye on any lighting that is on a dimmer switch to ensure it follows the time of day.  Otherwise, both taprooms rely on the string lights and pillar/column lights to provide a glow in the room.  The overhead lights (BMV) should not be turned on during service except for extenuating circumstances.   Additionally, when preparing for events, it is crucial to adhere to the bmv party setup procedures to ensure a welcoming atmosphere. Properly managing the lighting during these occasions will enhance the ambiance and improve guest experience. Always coordinate with the staff to make sure that lighting transitions align seamlessly with the event’s timing and mood.

• Guest Sight Lines

Managers and Service Leaders should constantly be monitoring guest sight lines.  They should be looking for ‘what the guest sees’ and remove anything that would stick out as unnatural to the taproom experience, from a guest perspective.  These items could be staff water bottles, cleaning supplies or tools, dirty towels, garbage, excessive dirty glasses/plates etc.  Managers and Service Leaders should keep the taproom feeling comfortable, clean and uncluttered for guests. Additionally, it’s important for Managers and Service Leaders to remain vigilant about potential issues that could lead to guest dissatisfaction. Implementing effective guest complaint handling procedures will ensure that any concerns are addressed promptly and professionally, enhancing the overall experience. By fostering an environment where guests feel heard and valued, the taproom can maintain its welcoming atmosphere.