Venue Induction & Operations Manual - Serve It Up Induction & Operation... · Emergency procedures ... *Please note this is a fictional company, for training purposes only. Serve

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Venue Induction and Operations Manual

Venue Induction & Operations Manual

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Index

Company Overview............................................................................................................ 3

Serve It Up presentation and grooming ........................................................................... 4 Availability and days off ........................................................................................................... 4

Compliance Requirements ................................................................................................ 5 Bullying & Discrimination ......................................................................................................... 5

What is bullying and discrimination? ........................................................................................ 5 Privacy ....................................................................................................................................... 6 Liquor Licensing ....................................................................................................................... 6 OHS ............................................................................................................................................ 7

Chemicals ............................................................................................................................... 7 How to report a hazard ............................................................................................................ 7

Emergency procedures ............................................................................................................ 9 Fire .......................................................................................................................................... 9 Medical emergency ................................................................................................................. 9 Bomb threat ............................................................................................................................ 9

Standard Operation Procedures ..................................................................................... 12 Start of Shift ............................................................................................................................ 12 Diary ......................................................................................................................................... 12 Shift handover ......................................................................................................................... 12 Setting the table ...................................................................................................................... 14 Food & Beverage Service ....................................................................................................... 14 Steps of Service ...................................................................................................................... 14 Taking orders .......................................................................................................................... 15 Serving Food and beverage ................................................................................................... 16 Clearing food and beverage ................................................................................................... 16 3 Plate Clearing ....................................................................................................................... 17 Sections ................................................................................................................................... 17 At the pass............................................................................................................................... 18 Waiter stations ........................................................................................................................ 18 Toilet Checks ........................................................................................................................... 18 Bills .......................................................................................................................................... 18 Fare welling Customers .......................................................................................................... 19

Service essentials ............................................................................................................ 19 Common services issues to avoid:........................................................................................ 19 Wine Service ............................................................................................................................ 19

Selling skills ..................................................................................................................... 20 Suggestive selling ................................................................................................................... 21 Add-ons and up-selling .......................................................................................................... 21

Common Issues & Complaint Handling ......................................................................... 21 Common service problems .................................................................................................... 21 Complaint handling ................................................................................................................. 22 Irate Customers ....................................................................................................................... 22

Induction Checklist .......................................................................................................... 23

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Company Overview *Please note this is a fictional company, for training purposes only. Serve It Up has been trading for over 10 years, providing traineeships and work opportunities to a range of people within Victoria. It operates from Level 1, 62-64 Little Latrobe Street, where the business leases the facilities. The owner of the company is Joe Black. The venue is a training bar and restaurant that also operates a catering business. The catering business provides catering to a range of off-site events. We cater for corporate clients and private functions. Food is all prepared in the training rooms and then transported to the venue. Some preparation may be required on site. Specifics:

Company Details

ABC Pty Ltd trading as ‘Serve It Up’ Registered for GST and PAYG

Insurances Held

Public Liability Work Cover Professional Indemnity Contents – Comprehensive Vehicle – refrigerated van

Employee Relations

Staff paid fortnightly by EFT, with electronic pay-slip Staff covered by the Hospitality Industry General Award 2010 All staff are over 18 (some may still be classified as a junior ‘under 20’) p/h base rates are listed below, staff receive penalty rates as per award.

Full-time employees

1 x Manager (also licensee) salaried staff 1 x Chef (also food safety supervisor FSS) Grade 5 – salaried staff

Part time employees

2 x Food & Beverage Attendant - Grade 1 1 x Food & Beverage Attendant & Health and Safety Representative - Grade 2 1 x Bar staff - Grade 2 1 x Sous Chef - cook level grade 2

Casuals (including 25% casual loading)

1 x Bussie - General Junior Introductory 19 years 1 x Cook - Grade 2 1 x Dish washer - General Junior Introductory 19 years 1 x Food & Beverage Attendant - Level 1 General Junior 20 years 2 x Bar staff - Introductory

Food Registration

Class 2 - Catering and Café Operations

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Serve It Up presentation and grooming Serve It Up like a causal yet presentable uniform for staff and students. Students should wear:

• Neat shirt

• Denim or other material pants/shorts/skirt (not too short)

• Enclosed toe clean shoes

• Shower daily

• Wear deodorant

• Wash hands before shift, after smoking or eating and constantly during shift

• Use a deodorant spray or perfume and breath mints after smoking Do NOT put tea towels or cloths in your pocket. They look unprofessional and it is poor hygiene.

Availability and days off Serve It Up have a request diary, this is the same diary that is used for customer’s bookings. If you wish to request a special day off, you may put this in the diary and ideally inform your manager. If there are already three people names listed in the requests for that day, then it is unlikely that the request will be granted. Please understand that this is a requests diary and is not guaranteed; however, we will do what we can to manage the roster effectively. Staff working in hospitality should understand that lot of our trade is over the weekend and evening, thus we would expect our staff to be available during these times. We will do everything within our power to ensure rosters are fair and equitable with rotations of days off. Please inform your manager of your standard availability and desired hours worked per week.

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Compliance requirements

Bullying and discrimination Simply, this is not tolerated. If you think you are being bullied or discriminated against, please tell the person to stop and report to your manager. Give that person a chance to stop, as they might not know they are being offensive. If that person does not stop then the situation will be escalated into a formal complaint and investigation.

What is bullying and discrimination? Bullying is a pattern of repeated physical, verbal, psychological or social aggression that is directed towards a specific person by someone with more power and is intended to cause harm, distress and/or create fear. Bullying might involve repeatedly:

• physically hurting someone • leaving someone out • saying mean or humiliating things • using technology to send nasty messages or images.

A person can be bullied about:

• how they look • home or family • schoolwork • popularity • achievements • race or culture • being male • being female • a disability • their mental health • being lesbian, gay, bisexual, transgender.

It's not the same as conflict or disliking someone even though, in some cases, these things can lead to bullying.

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Harassment Harassment is behaviour that targets an individual or group that offends, humiliates, intimidates or creates a hostile environment. This could be because they belong to a specific race, religion, gender or gender-orientation group or have a disability, for example.

Sexual harassment is any unwanted or unwelcome sexual behaviour, which makes a person feel offended, humiliated or intimidated. Sexual harassment has nothing to do with mutual attraction or friendship. It is serious and can be against the law. It can be verbal taunts and teasing, but in the workplace, it is often unwanted touching.

When harassment happens repeatedly to the same person or group, and is intended to harm, it can be bullying.

Discrimination Discrimination is when someone is treated worse than someone else because they are different in their: • ability or disability • culture and/or religion • gender • sexual orientation • marital, parenting or economic status. It is against the law to be discriminated against at work, in a place of education (e.g. school, or TAFE); getting or using services; going to public places, renting accommodation, playing sport and in other parts of public life. (Source: Human Rights Commission).

Privacy Maintain the privacy of staff, students and customers at all time. Do not give out phone numbers with requesting permission from the person or addresses etc. If filling out incident reports please maintain the peoples involved privacy as well.

Liquor licensing Please ensure you read our liquor license and understand the conditions imposed, including our red line area. Do not serve alcohol outside the red line area or outside the hours of operation. Report any incidents (intoxicated customers requested to leave, violence etc) to a manager and document in the diary/incident register. Provide us with copy of RSA certificate and any refresher certificates; maintain currency of your certificates. These must be put on the RSA register.

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WHS We at Serve It Up are committed to providing and maintaining a safe workplace for our staff, students, customers and contractors. To do this we need your help. You MUST:

o Report anything that you see as a potential hazard to your trainer – trainer report via email to CEO

o Report any near miss or accident or incident to your trainer – trainer report via email to CEO

o Participate in risk assessments where necessary o Wear personal Protective equipment provided (PPE)

o Gloves with chemicals – long gloves o Glasses with chemicals o Closed toe shoes o Ear muff –emptying bottle bin or loud music

o Act in a safe manor at all time (no running etc.) o Follow instructions and equipment operating instructions o If you do not know how to do something, ask! o Do not use crates to climb on a reach shelves o Always put out the wet floor sign for slips

Chemicals Find the Safety Data Sheet (SDS) and read about the chemicals you are using. Do not decant into a different container, do not put in an unlabeled container. Wear appropriate PPE. Chemicals can splash, so be very careful or your eyes and skin. Poison Line 13 11 26

How to report a hazard Verbally tell your trainer/supervisor immediately and document it in the diary and complete a hazard identification form (on following page). If this does not get addressed or fixed send a formal complaint via email to the manager, ([email protected]) if you are still not happy with the decision or feel you are at risk you can contact a WorkSafe inspector. However, we would prefer to be able to handle this internally where possible as we are committed to your safety.

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Hazard Identification Form

Date

Person who is lodging form:

Location of hazard.

Description of hazard and potential dangers.

Office use only (HSR and HSC to complete)

Date received/checked:

Risk assessment

Proposed Methods of control

Actual control method used

Date issue resolved

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Emergency procedures

Fire 1. Alert all persons nearby and request assistance 2. Assist any person in immediate danger (only if safe to do so) 3. Call the Fire Brigade on "000" 4. Close the door on the fire to contain the spread 5. If threat to life exists, evacuate immediately, closing all doors 6. Isolate Electricity (only if safe to do so) 7. Shut off Gas Cylinders (only if safe to do so) 8. Extinguish the fire (only if safe to do so) 9. Check that all areas have been cleared 10. Control the movement of occupants to the Emergency Assembly Area or Evacuation

Point (refer to evac plan on your wall) 11. Maintain control of persons at the Emergency Assembly Area or Evacuation Point

Medical emergency DRSABCD (Check for Danger and Response to yourself and the casualty prior to calling 000) Call 000 Inform the workplace first aid rep Perform first aid if trained to do so

Bomb threat Keep the caller on the phone for as long as possible (bomb threat checklist) Discreetly tell someone else to call 000 Evacuate and take all personal belongings, like bags Try and ask as many questions about the bomb, where it is, what it looks like

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Return to work. Return to life. Getting back to work after injury or illness is an important step in your recovery. Job satisfaction and social contact are some of the things you might miss when you’re not at work. The most important person in your recovery is you. Actively participating in your rehabilitation and talking regularly to your employer and doctor can help you recover and return to work.

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Standard operation procedures

Start of shift You should always arrive at shift at least five minutes early. On arrival, you should check the diary/ communication book and speak to the staff that are already on shift, or the person’s section you are replacing. Check for customer bookings and put a reserved sign on the allocate table and mark that table number against the booking.

Diary The diary/communication book will list:

• Your section for the shift

• Special notes for the day

• Set up and close check lists, should be signed off when completed

• Special cleaning tasks for the day—these must be completed

• Food and beverage that has run out of stock

• Tax invoices that need to be paid by customers (whom could not the day earlier) You can leave notes for other staff members in the diary for the next shift; such as lost property, food and drink that needs to be replaced, cleaning tasks etc.

A copy of Monday’s diary is on the following page.

Shift handover Before you leave a shift, you must:

• Make sure all tables in your section have been served and cleared

• Check the POS to ensure all tables bills are correct

• Pass information about each table onto new staff member—where they are in the sequence of service

• Empty your pockets

• Say goodbye to your customers even if they are still there

• Inform next staff of any stock you are out of

• Let staff know of any problems that had occurred with any of your tables

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Serve It Up Date: Monday

______/______/ 2014

Notes: Stock we do not have:

Staff Sections:

Coffee:

Bar:

Floor:

Supervisor:

Runner:

Other:

OPEN CHECK LIST BAR Signed OPEN CHECKLIST FLOOR Signed

Check adequate change in the float Put down chairs

Check stock level Wipe tables if needed

Collect newspapers Check all sugar/napkins

Pull choc sauce and honey from the fridge Set up outside furniture

Run some coffee through the machine to prep it

Fill up water jugs and put in the fridge

Check you have all jugs/ glassware etc Check cutlery

Put out cakes and slices Empty coffee clicker

Wipe front windows Check toilets

Put out sign and dog bowl

Check specials with the chef

Rewrite specials if needed

CLOSE CHECKLIST BAR Signed CLOSE LIST FLOOR Signed

Restock milk, soft drink, juices, wines (FIFO) Wipe & top up sugars/napkins/S&P

Stock up fridges on floor (Peroni) Wipe tables and chairs

Make choc sauce Wipe bench seats

Fill honey & choc shaker Empty water jugs & put in dishwasher

Empty ash trays Fill all water bottles/ fridge

Top up TA cups & lids Chairs on tables

Stock up biscuits (FIFO) Sweep floor

Clean/backwash coffee machine Bring in outside furniture

Grinder (empty beans wipe out bean hoper) Clean bathroom & empty bin

Wipe down milk shake machine Top up toilet paper and hand towels

Clean all fridge and cupboard doors Toilet duck the toilet bowl

Remove clutter from bar & wipe all benches Wipe all menus inside and out

Plug in iPod and EFTPOS to charge Polish cutlery & put in white pockets

Put out rubbish/ replace bags Manager

Wipe out and disinfect bin area Divide tips

Fill ice trays Cash up

Empty and wash coffee knock out box Lock back door check all switches off

Empty and wash coffee knock out box Lights/ fans/ alarm, lock front

SPECIAL TASKS-MUST BE DONE Signed SPECIAL TASKS Signed

Wipe glass at front if dirty Disinfect all highchairs

Wipe all merchandise display shelves &bottles Turn off and dust lights

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Setting a table All cutlery should be placed on the customers left hand side. All knife blades should face the left, as shown in the picture. You must use a service plate (white plate with napkin) to carry cutlery and napkins to the table. Do NOT carry them in your hands. All tables should be set up with the correct accessories and in a symmetrical and consistent way. Salt on the left, pepper on the right and sugar in the middle in front.

Food and beverage service

Steps of service 1. Greet every customer. 2. Customer takes their own seat - direct them if needed or when busy (at night there should be a maître de). 3. Give menus and tap water. 4. Explain specials and take drinks order (write the daily specials on the back of your docket book). 5. Put drinks order in POS. 6. Take food order. 7. Set up cutlery, check for salt and pepper (before you process order in POS) 8. Process order in POS – double check against your docket. 9. Serve drinks. 10. Keep an eye on water levels. 11. Deliver food. 12. Ask if customer need any condiments—sauces 13. 3 min later check satisfaction 14. Check if need more drinks 15. Clear everything 16. Crumb down—wipe table if needed 17. Offer more drinks or sweets 18. Offer the bill at the table – we can do eftpos at the table, let them know. 19. Complete payment 20. Say goodbye to every customer and thank them for coming

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Taking orders You need to write down all orders. Do NOT try and remember them. It will make the customer anxious. If you try and remember orders, other customers could interrupt you, this may cause you to forget the order before it is processed. Writing out dockets will help if there is ever a POS failure and we need to use a manual system. Before you take an order know what food and drink you are out of (should be list in the staff diary), inform the customer before they make their decision. If you run out of a food or beverage item everyone should be informed. If you were the first to find out then it is your responsibility to tell all staff members, then write it in the diary at the bar. And wipe off the specials board. When possible go to the right side of each customer to take their order, then move around to the next person on the table. More polite and easier to hear and understand each customer. Always write legible dockets and put the table number on the docket. Repeat the customer’s order back to them after it is complete, this will prevent any misunderstanding later on. Set up with cutlery before you process the order, this will prevent you from forgetting cutlery. If the kitchen or bar is really busy, slow down the process of taking orders or suggest alternative food or beverage to the customer. For example, if the bar has a lot of coffee orders suggest the customer orders a fresh juice to start with. If the kitchen or bar is busy, inform the customer there will be a bit of a wait. An anticipated wait is more tolerable than a uniformed wait. You are not to sit down to take a tables order, this looks unprofessional.

Placing orders and cashing off in the POS Once you’ve taken an order from the customer you are required to correctly place them in the POS. Instructions:

1. Enter your (student) log in 2. Ensure you are on the correct level 3. Press on the table you are wanting to put an order on 4. Enter how many covers (customers sitting at the table) 5. Order each item by using the tabs on the right-hand side and pressing on the item

you are wanting to order. 6. Ensure you order the item to the correct cover on the table, or if it is going to be a

shared item, order it for ‘All’

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7. Check all the items have been ordered correctly and to the correct cover 8. Press save

Cashing off Instructions:

1. Enter your (student) log in 2. Ensure you are on the correct level 3. Press on the table you are wanting to cash off 4. Print the bill if needed 5. Select pay at the bottom right hand side of the screen 6. Select the method of payment 7. Type in the amount given by the customer and press ok 8. Press save

Serving food and beverage When serving food and beverage you should always:

• Check cutlery is correct

• Remember who is having what if possible (use cover numbers, cover 1 closest to the kitchen)

• Say the name of the dish before you put it down

• Be careful when placing food and drink in front of children

• Check for salt and pepper

• Ask for additional beverages

• Check satisfaction—this should prevent complaints at the end of the meal as you can fix any issues immediately.

• Serve on the right of the customer where possible, and clear from the right, move clockwise around the table

• 3 plate carrying

• Serving drinks - best to use a tray (more efficient, especially if serving outside, keep a tray under the coffee machine)

• Never touch the rim of the glass

• Hold wine glasses by the stem

Clearing food and beverage When clearing you should:

• Wait until everybody is finished, unless children’s plates need removing or it’s a large group, in which case some plates can be removed early.

• Clear children’s plates ASAP.

• Never stack plates on the table.

• Use a 3-plate clearing technique.

• Clear as much as possible.

• Complete a crumb down (wiping the crumbs/ scraps off the table).

• Everything should be off the table before the customer is ready to pay.

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The more you clear off the table the more comfortable the customer will be, they will be more likely to order a second round of drinks or something sweet. This will also make turning over the table quicker when the customer’s leave and the next come in.

3 plate clearing 1. Pick up the first plate, put it in your left hand and place the end of the fork under your

thumb. 2. Place all the knives under the fork to prevent them from falling off. 3. Pick up the next plate and place on your left forearm and hand. 4. Scrape the leftovers onto the bottom plate and move the cutlery to the bottom plate. 5. Turn you back to the customer whilst scraping the plates. 6. Continue these steps for the remaining plates. 7. Take to the kitchen, scrape and stack.

Sections The benefits of running sections is that no order can get missed. You can keep control of the floor more easily and if there is an issue, only need to find one person. Increases accountability for tables. Sections will be run at all times. However, some sections will be combined when the restaurant is quieter.

BAR HAND:

Manage tables in POS

Process all bills

Help with TA orders and payments

Help with cold drinks & stock

SECTION 1:

Tables:

Run Beverages

SECTION 2:

Tables:

Greet customers and run coffees

SECTION 3:

Tables

Run food where needed

Toilet checks

RUNNERS:

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Run food and drink (always cross off the items you have taken and initial on the docket at bar or kitchen)

Clear plates, wipe tables

Help all sections when needed (do NOT take orders in other waiter’s sections without telling them)

Check all tables have water, menus and salt and pepper

Check all waiter’s stations have sufficient supplies

Toilet checks

Bar

Coffees and Cold Drinks and Alcohol

If you are responsible for a section, you must ensure all orders are taken. The table must get cleared before they are ready to pay. The bill is then offered to the table, collected, processed and taken back to the table. On weekends, you will give the bill to the bar hand to process and then they will give it back to you to deliver to the table. Everyone takes food and drink to tables and everyone clears everyone’s sections. But you are responsible for ensuring it gets done in your section. If you take an order in another person’s section, then you must tell the section waiter. Anything you do in another person’s section must be communicated to the section waiter. If you go on break, you must make sure another waiter covers your section before you sit down, all table information must be communicated to the waiter. Ask your manager who is to take over your section.

At the pass Check the docket before you run the food, check the order is correct. Mark off (cross) what you have taken and initial it. Do not spike the dish until all orders complete. Check for 2nd courses on docket before spiking.

Waiter stations Must ensure always have fresh cutlery, water, napkins and plates to set-up tables.

Toilet checks Must be completed hourly. Responsibility of whoever has section 3.

Bills When possible bill should be sent to the table. This makes it easier for staff to move through restaurant and ensures better customer service. It also takes pressure off the barista and they can focus on drinks. The bar hand will process all bill payments when running sections, they will then give the section waiter the bill to take to the table and check. You can still offer the bill; it is a part of the service. You can ask: ‘If you are finished would you like me to bring you the bill? There is no rush to pay!’

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Place the bill on a bill plate with amount covered—bottom of the bill folded up. Take the portable EFTPOS machine to the table with the bill, you can process immediately if required. This is adding value to the service experience and reducing the overcrowding at the bar. If you have left the bill at the table, make sure you collect it as soon as money or a card is put down. Take it to the bar hand for processing—change should be returned to the customer immediately. If the customer is paying by credit card or EFTPOS you can take the portable EFTPOS machine to the table and process it there. Always write the customers table number on the merchant copy of the EFTPOS receipt. These should be returned to the bar.

Fare welling customers Try and say goodbye and thank you to every customer who leaves no matter what! Try and add something personal if you can. You might have heard them mention they were going to their children’s sports match, wish them good luck, etc.

Service essentials If chefs tell you a food item is out of stock tell everyone and write it in the diary. Never go into the kitchen empty handed, never go out of the kitchen empty handed (take trays of washed glasses to bar). When walking through the café look at each table you pass and do not run, you can then plan your return through the restaurant—who’s orders need taking and which tables need clearing first. Always wash your hands and use the sanitiser provided.

Common services issues to avoid:

• No cutlery given to tables—all tables should get their cutlery immediately after placing their order.

• Not greeting customers—every customer should be greeted, by whomever is closet. If in doubt greet again.

• Salt and pepper not on the table—check the table before the meal goes out to see if there is both salt and pepper.

• Correct cutlery going to tables.

• Customers plates not cleared timely—as soon as all customers on the table are finished (or the majority) their plates should be cleared.

• Favouritism—do not forget to make new customers feel welcome, our regulars can get favouritism and will reduce the likelihood of obtaining new customers. Make everyone feel a little special.

Wine service When taking a glass of wine to the table hold the glass by the stem, if possible use a waiter’s tray.

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Bottle wine service:

1. Serve from the right-hand side of the guest whenever possible 2. Present the bottle to the host (person who ordered wine) 3. Say the name, varietal and year of wine 4. Open the bottle, at all times the label should remain facing the guest 5. Offer the host a taste (approx. 30ml) They are checking for quality and if it is off, not

whether they like it or not 6. If it is not off top up their guests glasses first 7. Start with the person immediately to the left of the host and move around the table

clockwise 8. Top up the hosts glass last 9. Ask they would like the bottle left on the table (white use ice bucket or cooler, if room on

table) 10. If their bottle is kept at the bar ensure their table number is written on the label

When you open a bottle of wine that is only to be served by the glass, write the date you opened it on the label. It is widely believed that once a bottle of red wine has been opened, it should be consumed within 24 hours, or one day. There are certain varieties of red wine that can also be consumed within 36 hours, but the risk of the wine getting spoiled is very high. The opened shelf life for white wine is slightly higher. It is generally agreed upon the fact that white wine can be consumed within 72 hours, i.e. 3 days, since the time it has been opened.

The bar The bar should always look presentable, clean as you go. The area that customers can see should always be wiped clean. Put away clean crockery and glassware ASAP or ask someone to help you if you do not have time. When making drinks consistency is the key. All bar staff should make and present their coffees and other drinks exactly the same. If you are unsure, ask the manager. If you are unhappy with the presentation of a coffee, do NOT serve it. Make it again, near enough is not good enough.

Selling skills Some quick and easy sales skills include:

□ Offer a large T/A ‘Would you like a large coffee of just the regular’?

□ Nod your head when asking a customer a yes or no question, it entices them to say yes.

□ Do NOT pose questions in the negative. For example, ‘you don’t want any entrees do you’? Instead you might assume the sale. ‘What entrees can I get for you today, maybe a herb bread for the table’?

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□ When asking for drinks you might say….’What drinks would you like to start with, we have a fantastic new tempranillo on the wine list’? Rather than…’Would you like a drink’?

□ At dinner, you might say…. ‘What wine would you like to start with’?

□ Always promote the specials before you take their orders. Explain what each dish is in an advertising way.

Suggestive selling When taking a customer to their table it is a good opportunity to let them know about drinks. Say something like…’Would you like a juice or a coffee whilst you are waiting to order’? You might suggest second coffees or other drinks after their meals. You might suggest the specials, and mention how fantastic they have been looking. If you have a large group in for lunch suggest they get some shares plates to start with whilst they are waiting to order; dips, antipasto etc.

Add-ons and up-selling One of the most famous phrases we hear is ‘Would you like fries with that’? It might sound tacky, but it actually works; however, you do not need to use that phrase in particular. As a general rule when a customer orders one product ask if they would like something else to go with it. Suggested add-ons for some Serve It Up products could be: Coffee—add on a muffin Breakfast—add on juices or sides Lunch—chips and drinks Dinner—add on bottles of wine, entrees, antipasto, salads, herb breads and chips

Common issues and complaint handling

Common service problems There are a number of common service issues that will occur whilst on shift. Some can be prevented and some will be inevitable. You will need to know how to identify these and deal with the issues on shift.

Common Issue How to Handle it

Refusing TA coffee when busy Always let the customer know how long it will take, if there is going to be a wait, they must be informed. If it is likely to be a 20min wait let them know they are welcome to order/pay and come back and get it shortly. Never refuse service.

Coffees taking too long Once again if you think coffees will take a long time you must inform the customer whilst or prior to taking their order. This will give you the

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chance to also offer a cold drink such as a juice whilst they are waiting for their coffees. keep customers informed at all times of the wait, sometimes they just want reassurance that the drinks are still coming.

Food comes out before coffee Apologies and explain that the bar has a lot of coffee orders and that you will get theirs out as quick as possible.

Cold Coffees Take it back immediately and get it replaced. You will need to confirm if the coffee is actually cold or if the temperature (65˚C) is not suitable for the customer. If the customer wants it really hot tell the barrister. they can then heat the cup with hot water prior to making the new coffee.

Missed Sides and wrong orders This should not happen if you repeat the order back to the customer after you have written it down, then double check on the POS before you print it. However, if it does happen, apologies and fix it immediately. Tell the chef and ask them to fix the dish ASAP, also inform you manager. You might need to offer them a free coffee whilst they are waiting.

Complaint handling When dealing with complaints there are few tactics to make the negotiations easier and more comfortable for yourself and the customer.

1. Apologies sincerely 2. Do NOT blame anyone, tell the truth, the customer will appreciate this. 3. Work out a solution with the customer asap, ensure they are happy with the

outcome 4. Report any issue to the manager. 5. Follow up with the customer, ensure the problem is fixed and they are happy.

Never discount or give free food if mistakes are made. Complimentary coffees are an acceptable product to give complimentary. If you think that a customer should not be charged for their meals then you must inform the manager.

Irate customers

Some customers might become frustrated and irate, yelling at you or causing a disruption. You do NOT want other customers to overhear what is happening. If you have an irate customer consider the following point:

1. Never stand behind the bar if some is complaining to you, move so you are next to the customer with no barriers between you.

2. Never stand whilst the customer is sitting. The customer will feel powerless and might become more irate and defensive.

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3. Move the customer to table 21 or a table further away and bring them a drink whilst you have a discussion.

4. Ask the customer… ‘What can I do to rectify this issue for you’?

Induction checklist – This page will go in your employee folder

Task Completed

Understand your role and position

Have been advised of pay rate and terms and conditions of employment, have provided TFN and superannuation information

Understand that bullying and discrimination will not be tolerated in our establishment

Have had a venue walkthrough, which includes hazard identification and location of SDS and first aid kits.

Understand that it is your responsibility to report a potential hazard or near misses immediately, via our OHS policy & procedure

Understands they need to report an incidents or accident, injuries etc. immediately

Will wear PPE when provided & follow instructions and act in a safe manor at all times

Will not drink alcohol or be under the influence of illegal drugs prior to during your shift

Understand fire evacuation procedures

Have been introduced to the owners and managers and understand the organization hierarchy

Understand the conditions of our liquor license including the red line area

Will ensure that if serving liquor, you will always maintain a current VIC RSA certificate (refreshed within 3 years)

Have been trained in food hygiene standards and will follow the principals of food safety including good personal hygiene.

Employees full name: __________________________________________________ Signed by employee: _______________________________ Date: _____________ Signed by inductor: ________________________________ Date: ______________

Documents

Venue Induction & Operations Manual - Serve It Up Induction & Operation... · Emergency procedures ... *Please note this is a fictional company, for training purposes only. Serve