Arrival Time

Employees are expected to arrive at least 10 minutes before the start of their scheduled shift. This time is intended for personal preparation, including changing into uniform, storing personal belongings, and having a coffee or beverage if desired.

At the scheduled start time, employees must be fully prepared and available to begin work immediately.

Definition of Starting Work

Starting work means being fully ready and available to perform assigned duties, assist customers, and carry out operational tasks.

Employees are required to wear the designated company uniform during every shift. The uniform must be clean, well-maintained, properly fitted, free of excessive wrinkles, and suitable for a professional customer-facing environment.

Employees are responsible for bringing their uniform to every shift.

Employees are expected to maintain good personal hygiene, a clean and groomed appearance, professional hairstyle and grooming, limited and professional makeup, and clean clothing and footwear.

Management reserves the right to address appearance standards when necessary.

Employees are responsible for accurately recording their working hours.

Employees may only clock in when they are ready to begin work and start their scheduled shift. Clocking in upon arrival at the venue is not permitted if the employee is not yet ready to work.

Employees are responsible for clocking out correctly at the end of every shift. Failure to accurately record working hours may result in corrections or disciplinary action.

If an employee expects to be late for their shift, they must notify the team as soon as possible.

The notification must include the reason for the delay and the estimated time of arrival.

The employee must send a message in the designated group chat and notify the colleagues currently on shift and/or their manager immediately upon becoming aware of the delay.

Employees who are unable to work due to illness must notify management as soon as possible.

Sick leave must be reported by telephone call. A text message alone is not sufficient unless explicitly approved by management.

Employees must report their illness no later than 09:00 AM on the day of the shift.

Employees are expected to keep management informed about their recovery status and expected return to work.

For shifts longer than four hours, employees are required to take a 30-minute unpaid break. This break will be deducted from worked hours.

Employees are responsible for ensuring that they take their break.

If operational requirements prevent an employee from taking their break, the employee must notify management by leaving a note in the clock-in/clock-out system or sending a message to management.

For shifts of four hours or less, a 30-minute break is not required.

Smoking breaks outside of scheduled breaks are not permitted. Employees who smoke must do so during their designated break period.

Employees may only leave their workstation or work area for smoking with management approval and after notifying the responsible manager.

Employees are not permitted to consume customer products, customer food, customer beverages, or any items intended for sale or customer use unless explicit permission has been granted by management.

Unauthorized consumption of company products may result in disciplinary action.

Personal mobile phone use during working hours is strictly prohibited.

Employees may not use social media, send personal messages, browse the internet, or engage in personal phone calls during working time.

Phone use is especially prohibited in customer-facing areas. Any necessary phone use must be approved by management.

Employees must maintain a professional presence at all times.

Employees may not sit unnecessarily in customer areas, consume food in front of customers, consume beverages in front of customers unless operationally appropriate, or use personal mobile phones in customer view.

Employees are expected to remain attentive, approachable, and professional.

Employees may be provided with access keys, alarm codes, or security credentials.

Employees are responsible for safeguarding all access credentials, preventing unauthorized access, and reporting lost or stolen keys immediately.

Sharing keys, codes, passwords, or security information with unauthorized individuals is strictly prohibited.

Employees assigned to closing shifts are responsible for completing all required closing procedures. If a task cannot be completed, the employee must notify the next shift, the team, and management, and clearly communicate what remains unfinished.

Employees assigned to opening shifts must report any issues discovered upon opening. Any incomplete tasks, operational concerns, or venue issues must be communicated promptly to management and the team.

Employees are responsible for customer service, customer safety, maintaining operational flow, venue cleanliness, protecting company property, and following company procedures.

Employees are expected to actively identify tasks that require attention and contribute to the overall operation of the venue.

Cleaning and maintenance tasks are mandatory parts of the role. Employees may be required to perform cleaning, vacuuming, mopping floors, cleaning toilets, emptying trash bins, cleaning customer areas, cleaning staff areas, and cleaning kitchen facilities.

Kitchen and laundry duties may include washing dishes, unloading dishwashers, laundry, and folding laundry.

Inventory and storage duties may include organizing inventory, sorting equipment, and maintaining storage areas.

Events and venue maintenance duties may include cleaning after events, cleaning after food service, basic painting, minor maintenance tasks, and minor renovation support.

These tasks are considered normal job responsibilities.

When assigned to a booking, the employee is fully responsible for managing that booking according to company procedures.

This includes preparing the booking, following customer procedures, delivering the customer experience according to company standards, ensuring customer safety, and completing post-booking responsibilities.

Employees must follow all operational procedures and customer handling protocols at all times. Failure to follow established booking procedures may result in disciplinary action.

Employees assigned to a booking are fully responsible for delivering the complete customer experience according to company standards.

This includes preparing the booking area, ensuring all required materials are available, preparing and distributing goodie bags when applicable, taking and printing customer photographs when required, and providing warm towels or other amenities as required.

Before every booking, employees must verify that all equipment is clean and functional, check headsets, controllers, cables, batteries, and accessories, and report any damage or technical issues immediately.

All equipment must be properly cleaned and sanitized after every customer use, including headsets, controllers, accessories, and shared equipment.

Employees are responsible for ensuring customers follow all safety instructions, use equipment correctly, behave appropriately, and do not intentionally or negligently damage company property.

All hosts are expected to maintain a sufficient level of technical knowledge to independently operate the venue.

Employees must know all games and experiences offered by the company, understand hosting procedures, learn customer scripts and explanations, understand basic troubleshooting procedures, resolve common technical issues independently, and report unresolved issues.

Employees are expected to continuously improve their technical knowledge. Training may be provided, but employees remain responsible for maintaining operational competence.

Employees are expected to maintain complete knowledge of company offerings.

Employees must know all current products and services, understand pricing and package options, stay informed about promotions and website updates, and be capable of accurately explaining products to customers.

Employees are expected to actively identify opportunities to recommend appropriate products and services to customers.

Employees are expected to contribute to the commercial success of the venue.

This includes informing customers about upgrades, recommending suitable products and services, promoting future bookings when appropriate, and encouraging customer reviews and feedback.

Upselling should always be professional and customer-focused.

Employees are required to immediately report equipment malfunctions, software problems, internet or network issues, safety concerns, missing inventory, damaged equipment, customer complaints, accidents, or incidents.

Failure to report known issues may result in disciplinary action.

The nature of the business requires flexibility in scheduling. Operational hours may vary and may include shifts between 07:00 AM and 08:00 PM or other hours as required by business operations.

Weekend availability is mandatory. All employees are expected to be available to work weekends unless otherwise agreed upon in writing with management. Evening shifts may also be required.

Vacation and time-off requests must be approved by management before any arrangements are considered confirmed.

Recommended notice: 1 day off requires minimum 2 weeks notice; 2–5 consecutive days require minimum 4 weeks notice; more than 5 consecutive days require minimum 8 weeks notice.

Management may approve or deny requests based on operational needs and staffing requirements. Employees should not make non-refundable travel arrangements until approval has been received. Emergency situations will be assessed individually.

Employees are expected to treat all colleagues, customers, suppliers, and managers with professionalism and respect.

Harassment, bullying, intimidation, discrimination, threatening behavior, verbal abuse, and insulting colleagues or customers are prohibited.

Any concerns regarding workplace behavior should be reported to management.

Employees are expected to respect professional boundaries. Non-urgent communication with management should occur during normal business hours.

Employees should avoid contacting managers outside working hours unless there is an emergency, the issue affects an upcoming shift, or immediate action is required.

Management reserves the right to respond to non-urgent communications during business hours only.

Employees are expected to remain productive throughout their entire shift.

If no immediate task is available, employees should complete cleaning tasks, organize inventory, improve venue presentation, review procedures and training materials, or ask management or senior staff for additional tasks.

Employees should not wait to be instructed before performing obvious necessary work. Proactive behavior is a core expectation of the role.

Employees may be evaluated based on attendance and punctuality, customer feedback, customer reviews, technical competency, product knowledge, cleaning standards, compliance with procedures, teamwork, initiative and productivity, and sales and upselling performance.

Performance reviews may be conducted periodically by management.

Health and safety are the responsibility of every employee.

Employees must follow all safety procedures and instructions, maintain a safe environment, report unsafe conditions, report accidents, injuries, near misses or hazards, follow emergency procedures, and keep emergency exits, walkways and safety equipment accessible.

Employees may not ignore safety concerns or continue operating equipment known to be unsafe. If there is any doubt regarding customer safety, employees must stop the activity and contact management immediately.

Employees are responsible for protecting company property and equipment.

Employees must use company equipment according to training and procedures, monitor customers to prevent misuse, immediately report damage, loss, theft or malfunction, and follow all maintenance and cleaning procedures.

Failure to follow procedures that results in damage to equipment, property or company reputation may be considered negligence and may result in disciplinary action.

Employees must report to work fit for duty.

Consuming alcohol during a shift, reporting to work under the influence of alcohol, using illegal drugs on company premises, reporting to work impaired by drugs or substances, and possessing illegal substances on company property are strictly prohibited.

Prescription medication that may affect work performance or safety should be disclosed to management where appropriate. Management reserves the right to remove an employee from duty if impairment is suspected.

Employees may have access to confidential company information, including customer information, internal procedures, security codes, alarm codes, access credentials, pricing structures, financial information, internal documents and training materials.

Employees may not disclose confidential information to unauthorized individuals. Confidentiality obligations continue after employment ends.

Employees represent the company both online and offline.

Employees may not publish confidential company information, share customer information, post photos or videos of customers without authorization, present personal opinions as official company statements, or damage the company’s reputation through online conduct.

Any media inquiries or public statements regarding the company must be referred to management. Only authorized individuals may speak on behalf of the company.

All employees must complete required training before working independently.

Employees are expected to participate in training sessions, learn company procedures, maintain product knowledge, stay updated on operational changes, and follow newly introduced procedures.

Employees may be required to complete refresher training at any time. Failure to maintain required knowledge or competencies may result in additional training requirements or disciplinary action.

Customer complaints must be handled professionally and respectfully.

Employees must remain calm, listen to the customer’s concerns, avoid arguments, gather relevant information and document the complaint when required.

Employees are not authorized to make decisions affecting bookings, pricing, refunds, compensation, invoices, credits, discounts, or company policies.

All complaints that may require refunds, discounts, compensation, booking modifications, special exceptions or policy exemptions must be escalated to management.

Employees should never promise outcomes that have not been approved by management.

Employees are not authorized to independently make decisions that impact company finances, bookings, legal obligations, or customer agreements.

Without management approval, employees may not issue refunds, provide free products or services, offer discounts, modify invoices, cancel bookings, reschedule bookings outside established procedures, waive company policies, or enter into agreements on behalf of the company.

Any situation requiring such decisions must be escalated to management.

Employees must follow all financial procedures accurately.

Employees must process transactions correctly, record payments accurately, follow company payment procedures, and report discrepancies immediately.

Employees may not remove money from company funds, process unauthorized refunds, create unauthorized discounts, alter financial records, or use company funds for personal purposes.

Any suspected financial irregularity must be reported immediately.

Employees are required to immediately report any incident involving customer injury, employee injury, equipment damage, property damage, theft, security concerns, aggressive customer behavior, technical failures, or safety concerns.

Reports should be made to management as soon as reasonably possible. Failure to report incidents may result in disciplinary action.

The company aims to address performance and conduct issues fairly and consistently.

Depending on severity, disciplinary action may include verbal warning, written warning, final written warning, or termination of employment.

The company reserves the right to skip disciplinary steps depending on the severity of the violation.

Certain actions may result in immediate suspension or termination without prior warning.

Examples include theft, fraud, falsification of working hours or company records, sharing alarm codes or passwords, serious insubordination, harassment, discrimination, physical violence, threatening behavior, working under the influence, intentional damage, serious safety breaches, unauthorized disclosure of confidential information, accepting personal payments from customers, unauthorized refunds, deliberately misleading customers or management, and repeated disregard for company procedures.

This list is not exhaustive. The company reserves the right to determine whether conduct constitutes gross misconduct based on the circumstances.

By accepting employment and continuing to work for the company, employees acknowledge that they have read and understood company policies, will comply with procedures, understand procedures may be updated, are responsible for staying informed of operational changes, and understand failure to comply may result in disciplinary action up to and including termination.

Employees are responsible for ensuring that all customers can safely participate in company activities.

Before every session, employees must verify equipment is operational, inspect headsets, controllers, cables, sensors and accessories, ensure equipment is clean and sanitized, ensure play areas are safe, and confirm customers understand instructions and safety rules.

Employees must actively supervise customers throughout their experience and may not leave active customers unattended.

If a customer experiences dizziness, motion sickness, discomfort, injury, medical concerns or unsafe conditions, the experience must be paused immediately and the situation assessed.

Employees are responsible for minimizing equipment damage by enforcing procedures, correcting improper behavior, monitoring equipment use and stopping activities when equipment may be at risk.

Employees are responsible for ensuring that all bookings, products, and services are properly paid for according to company procedures.

Employees must verify payment status before providing services where required, follow payment and invoicing procedures, and ensure products and services are correctly recorded.

If a customer attempts to leave without paying or payment cannot be completed, employees must remain calm, avoid confrontation, clarify the situation respectfully, collect relevant customer information where possible, and immediately notify management.

Employees may not independently negotiate settlements, discounts, waivers or payment arrangements without management approval.

Employment may require work at locations other than the primary venue, including other company locations, storage facilities, event venues, customer locations, temporary project locations, trade shows, partner venues, domestic locations and international locations.

Assignments may include hosting events, equipment transportation, setup and breakdown, inventory management, maintenance, training, and promotional events.

Employees are expected to cooperate with reasonable location changes and assignments as required by operational needs.

Employees may be required to perform duties outside normal daily responsibilities, including event support, equipment transportation, inventory management, administrative assistance, maintenance projects, venue improvements, marketing activities, customer support, training assistance and operational projects.

Employees are expected to demonstrate flexibility and adaptability when reasonable business needs require additional support.

Employees are expected to actively protect company property, revenue, reputation, confidential information, and operational procedures.

Employees are expected to report risks and concerns promptly and act responsibly and in good faith when representing the company.

Failure to protect company interests may result in disciplinary action.

Employees may occasionally be asked to participate in social media content, marketing campaigns, promotional videos, photography sessions, live streams, behind-the-scenes content, training materials and company advertisements.

Employees are expected to reasonably cooperate with such requests as part of representing the company and supporting promotional activities.

Employees may also be asked to take customer photographs, capture promotional content during events, assist with content creation and support social media campaigns.

All content created during employment for company purposes remains the property of the company unless otherwise agreed in writing.

All company property remains the exclusive property of the company at all times.

Company property may include keys, access cards, security credentials, alarm codes, passwords, user accounts, software licenses, uniforms, headsets, controllers, tablets, laptops, mobile devices, chargers, tools, marketing materials, documentation and training materials.

Upon request or upon termination of employment, employees must immediately return all company property and surrender access to company email accounts, software accounts, internal systems, shared drives, booking systems, communication platforms, social media accounts and any other company-controlled systems.

The company may utilize monitoring systems for operational, security, safety, quality-control and training purposes.

These systems may include CCTV cameras, access control systems, alarm systems, clock-in and attendance systems, booking systems, computer systems, communication systems, company devices and operational software.

Information collected through such systems may be reviewed by management when necessary for security investigations, incident reviews, customer complaints, quality assurance, performance management and legal compliance.

Employees are responsible for their personal belongings while at work. The company is not responsible for loss, theft or damage of personal items unless required by applicable law.

Employees are encouraged to keep valuables secure and minimize unnecessary personal items at work.

Employees must act in the best interests of the company.

Employees may not engage in activities that create actual or perceived conflicts of interest without prior approval from management.

Examples include directly competing with the company, diverting customers away, providing competing services, using company resources for personal gain, giving unauthorized benefits to friends or family, and conducting personal business during work hours.

Employees may accept tips provided voluntarily by customers. Employees must leave a note in the booking system indicating the tip received, inform management of the amount, and follow additional reporting procedures.

Employees may not take money from customers without reporting it, request tips, or misrepresent payments as tips.

Properly reported tips belong to the employee who received them and will be returned or processed according to company procedures.

Employees may not accept gifts, favors, services or benefits that could create a conflict of interest or influence business decisions.

Employees may have access to customer and company data and must protect all personal information, follow applicable privacy laws, access data only when necessary, and keep customer information confidential.

Employees may not share customer information, copy customer information for personal use, store customer information on personal devices without authorization, or access unrelated information.

Any suspected data breach must be reported immediately to management.

Employees may take photographs and videos only in accordance with company procedures.

Customer photographs, videos and related materials are company property when created as part of company operations.

Employees may not save customer images for personal use, share customer images externally, post customer images online, or distribute customer content without authorization.

Periods of low customer activity do not constitute free time.

When customer demand is low, employees are expected to remain productive by cleaning, organizing inventory, performing maintenance, preparing equipment, training, administrative tasks, marketing support, venue improvements and reviewing procedures.

Job descriptions and task lists are not exhaustive.

The company reserves the right to assign reasonable duties and responsibilities that support operational needs.

Employees are expected to demonstrate flexibility and adaptability when business requirements change.

Management retains final authority regarding scheduling, operational procedures, customer disputes, safety decisions, refunds, discounts, compensation, pricing decisions, staffing decisions and policy interpretation.

Employees are expected to follow reasonable instructions issued by management. If uncertainty exists regarding a decision, employees must seek clarification before acting.

The company reserves the right to update policies, modify procedures, change operational standards, introduce new systems, modify responsibilities, update technologies, and introduce new products and services.

Employees are responsible for staying informed about current procedures and updates. Failure to follow updated procedures may result in disciplinary action.

Employees may not use company relationships, customer information or company resources for personal business purposes.

Employees may not solicit company customers for competing services, encourage customers to move business away, use company customer information for personal gain, or encourage colleagues to leave the company for competing businesses.

These obligations continue after employment ends to the extent permitted by applicable law.

Employees are expected to comply with company policies, safety regulations, privacy regulations, applicable laws and regulatory requirements.

Employees may not knowingly engage in illegal, fraudulent, deceptive or unethical conduct while representing the company.

Any suspected legal violation must be reported immediately.

Failure to comply with company policies, procedures, instructions or legal requirements may result in verbal warning, written warning, final written warning, suspension, removal from scheduled shifts, mandatory retraining, restriction of responsibilities, loss of access privileges or termination of employment.

The company reserves the right to determine the appropriate response based on the seriousness of the situation.

Where incidents occur involving theft, fraud, property damage, unauthorized transactions, data breaches, confidentiality breaches, serious negligence or misconduct, the company reserves the right to investigate the matter.

Employees are expected to cooperate fully with internal investigations.

Where permitted by applicable law, the company may pursue recovery of damages, recovery of losses, insurance claims, civil remedies, legal proceedings and reporting to law enforcement authorities.

Employees acknowledge that they have received access to the employee handbook, understand the policies and procedures contained within it, are responsible for following company procedures, understand policies may change over time, will seek clarification if they do not understand a procedure, and understand failure to comply may result in disciplinary action up to and including termination of employment.