Chicken and Sons OPERATIONS MANUAL CHICKEN …...We relate our own activities to the need for cost effectiveness We improve and maintain efficiency and cost effectiveness of our individual

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Chicken and Sons

OPERATIONS MANUAL

CHICKEN AND SONS

228 Victoria Avenue

Chatswood, NSW 2067

CHICKEN AND SONS VALUES

The “Values” describe what’s important for us at Chicken and Sons and underpins everything we do.

CUSTOMER FOCUS

We are energetic, innovative and first for customers

We ensure all activities and decisions make life better for customers

We match pace to the urgency of the situation

TEAMWORK

We are trusted and behave with integrity

We treat people how we like to be treated

We are open and honest with people

FINANCIAL AWARENESS

We relate our own activities to the need for cost effectiveness

We improve and maintain efficiency and cost effectiveness of our individual input

We demonstrate an understanding of the impact of our own activity on all other related areas

OPERATIONAL ABILITY

We strive to do our very best

We give support to each other

We plan, prioritise and schedule our own work to ensure timely completion

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A

Accounting: Also see Cash Up, Delivery Notes, Invoices and Petty Cash

Alarms:

At Chicken and Sons we have a number of alarms fitted for both safety and security, you will have been trained for these as part of your Induction.

Fire Alarm: see Fire Policy

Burglar Alarm: Covering the entire property and set at the end of each day.

Panic Alarm:

A panic alarm (where fitted) is used when you feel threatened in the workplace. Misuse of any of the above alarms by staff could result in disciplinary action

Allergies: Also see First Aid

Although there are allergic and dietary disclaimers on all our food based literature, each staff member will be required to know all the ingredients contained in each dish produced in the kitchen, for the safety of all our guests. Failure to do so could result in disciplinary measures.

Ambulance: Also see First Aid

In the advent of a medical emergency,

Inform an elected First Aider _____________________

Call 000

Making sure to state Full address and telephone number and wait until operator repeats these to you before hanging up

If in doubt call emergency services it is better to be safe than sorry

Appraisals: Also See Training Policy

Will be conducted with each individual staff member after 3 months service and every six months thereafter.

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Answering the Telephone: See Telephone, See Bookings

The phone is to be answered within two rings.

Every staff member is expected to say the following without exception

Hello Chicken and Sons ‘YOUR NAME’ Speaking,

How may I help you?

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B

Banquette Seating:

The Banquettes or benches located in the restaurant and the bar are a versatile addition to any restaurant particularly for larger groups. They do however attract excessive dirt they must be spray & wiped before each service period and in the advent of a relay effort must be made to make sure they are wiped and cleaned (Never use a spray bottle on the floor during service as this might disrupt guests (No one likes chemicals in their food), spray into the cloth away from guests the proceed to wipe the furniture

Banking:

We Bank with Westpac

All banking is collected periodically to ensure NO CASH is kept on site.

Burglary

In the advent of a hold up, staff are asked to be compliant with the assailants wishes, follow their instructions, the safety of our team is paramount

Beer: See also Health and Safety

One of the Primary Objectives when setting up Chicken and Sons has been to stay true to our Gastronomic Roots. This will be achieved through delivering a product that exceed our customer expectations

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BEER Menu

Chicken and Sons will offer 5 Craft Beers

DIFFERENT BEER STYLES AT A GLANCE and THE FOOD TO MATCH

BLONDE BEERS

On average, these slow-brewed beers have an ABV of over 8%. They have the body to cut through the spiciest foods and are often chosen instead of a heavy duty wine, like burgundy

They are in the most part Sweet and smooth, warming and full bodied, with a spiced fruitiness. It is a wonderfully complex and satisfying beer that should be savoured.

Key Words when describing Blonde Beers

Sweet Spiced fruitiness Smooth Warming Full bodied Food: Well cured meats, sausages, stews, red meats, chocolate, cheese and spicy currys

LAGERS / PILSNER STYLE BEERS

A term for bottom fermented beers. They tend to be golden or pale in colour and should be served well chilled for maximum enjoyment.

Pilsners originate from the Czech Republic, the best of these are buttery, slightly honeyed with a well-rounded flavour of hops that gives the characteristic bitterness. They have a flowery aroma and a dry finish.

Lager/ Pilsner beers are the Ideal pairing for pasta, pizza , salads, fish and chips or other lightly battered foods, where it will cut through and refresh at the same time

Key Words Refreshing

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Pilsener style beer Good bitter-sweet balance Classic Clean Finish Foods: Salads, Pasta, pizza, fish and chips, lightly battered foods, chorizo, cream based dishes Key Notes: Lemon Citrus Aroma Cooling Clean Refreshing Foods: Salads, pasta and BBQs

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Promotions within the property

Lager and Cider:

All Lager and Ciders are to be stored in date order FIFO See food hygiene, to ensure that products do not go out of date and our customers receive the best possible quality. Barrels are to be stored in the cold room at between 10-12 degrees C. 11 gallon barrels may be stacked on top of each other only up to 2 high (See Manual Handling) Service:

When serving beer at Chicken and Sons staff must always follow these rule, use correct glassware, make sure glass is cleaned and chilled, make sure the beer is presented in the standard way. Each staff member will undertake Interbrew training as part of their training

Bottles:

All bottles must be packed in the bar fridge in the FIFO method, with the labels facing the customer, when serving customer bottles they are to be opened and part poured into the correct glass for the corresponding beer. When placing the bottle on the table or the bar the label must always be facing the customer and the beverage introduced to the guest when putting it down (i.e Sir/ Madam, your Black Horse Kolsch).

Lagers/ Pilseners or Kolsch:

To serve lager type beers make sure you use a clean cold glass that is correctly branded. Where applicable. Place under font at a 45 degree angle and open the tap with one swift motion ( The nozzle must not touch the liquid) slowly straighten the glass out. If more head is required slowly push the tap forward., we would aim to see a head in all of our beers of around 1 and a half centimetres.

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Bookings: Also See Functions

Large bookings:

We only take bookings for groups of over 12 covers management must be informed at time of booking and credit card details taken.

Breaks: See also staff meals

All staff members are entitled to breaks. Due to the nature of the business staff will often have to take their breaks at a time chosen by management not at a time chosen by staff. For every shift over 5 hours in duration staff will be entitled to a 30 minute unpaid break. For every split shift, staff will be given two 15 minute meal breaks and a two hour break in between services (unpaid).

Butters are to be cut every morning before lunch service. When cutting butters use clean smooth surface, butter straight from the fridge, a sharp knife and a bucket of boiling hot water. With a hot sharp knife cut butters in one action to ensure smooth finish then place butter wedge in the middle of butter dish, wipe butter dish clean and place at back of the fridge whilst moving older butters forward (FIFO) Butters are to go out on tables 10 minutes before service so that they are not rock hard when guests go to use it.

Budgets:

Chicken and Sons works within strict budgetary performance guidelines, due to this reason, it is very important to get correct information with regards to covers served. PLEASE MAKE SURE THE CORRECT NUMBER OF COVERS ARE ENTERED INTO THE EPOS when placing an order.

Should any staff members wish to learn about budgets and how they work feel free to approach Lance or Mark

Burns: Also See First Aid

If you do get burned, immediately seek the first aider and make sure and place the burn straight under cold, running water.

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C

Candles:

We do not use candles at Chicken and Sons.

Cash Up:

To be completed at the end of each service, by a senior staff member. It is quite a straight forward process which can be followed step by step. Once cash up is complete takings records, cash, credit card receipts and petty cash records must be placed in the safe, with a dated envelope and correct service period, ready for banking. CASH UP MUST NOT START UNTIL ALL CUSTOMERS HAVE LEFT THE BULDING AND THE DOORS ARE LOCKED

Cheques:

We do not take personal cheques.

We do not take travellers cheques

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Chemicals:THE SAFE USE OF CHEMICALS

Various types of hazardous chemicals found in hospitality operations and their safe usage

Washing up liquids

Dishwasher detergents

Rinse Aids

Drain-Cleaning products

Oven Cleaners

Disinfectants

Toilet Cleaners

Bleach

Sanitizers

Descalers

STAFF MEMBER MUST FILL THIS TABLE OUT FOR MANAGEMENT SIGN OFF

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Catering Equipment and the Workplace:

We have endeavoured to choose equipment that conforms with the Catering Industry Liason Committee however there are ever present dangers when working in the Catering industry. It is therefore in everyone’s interest that we implement and continually review preventative and protective measures. With particular focus on Cleaning, Maintenance, Storage, Usage and Safe operation we include a table of various machinery and equipment below:

Equipment Storage Maintenance Cleaning Safe operation

Ovens N/A Twice daily clean, night with chemical, Check gas manifold monthly

Use scrubbing brush and deep clean Wear mask and gloves when cleaning at all times

Burns and scalding are the most obvious danger when working around stoves, stay alert at all times

Flat Tops N/A As Above As Above As Above

Mixer Under bench

Ensure that all components are stored properly,

Dismantle and thoroughly scrub

Keep hands and loose clothing clear of equipment

Thermomix Under bench

Ensure that heating element is turned off when not on

Dismantle and clean bowl just wipe machinery

Always use safety lid careful of burns and do not heat element without anything in bowl

Ice Cream Machine

Under Bench in pastry

Take apart when cleaning and check motor monthly

Dismantle and clean all attatchments

Keep hands clear of bowl when in operation always make sure machinery is turned off before using hand

Slicer Under Bench

Always keep clean and sharp

Do not leave blade unattended clean and then place back on machinery

Always use a guard , and handles pay attention to what you are doing

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Vacuum Packer

Under Bench

Clean Daily

Place product in bag and pull down lid

Fryer N/A Drain oil into sealed container daily

Clean entire mackine

Always use baskets and make watch for splashing

Convection Oven

N/A Daily clean inside and out, check water softener weeklly

Take our shelving and clean daily

Caution Hot

Coffee Machine

N/A Daily clean

Hot surface caution use computer to clean

Caution Hot

Juicer Under Bench

Clean after use

Make sure to dismantle completely b

Always use guard

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Health Risks, that all staff must be aware of when handling chemicals.

Most commonly arise through contact with skin, eyes, breathing in or swallowing

Many cleaning agents are hazardous because they are corrosive and cause skin and eye burns if splashed on the body. Without proper controls they can cause dermatitis and skin disorders, asthma or breathing problems. Use a face mask where possible and always use gloves.

Touching face/ eyes/ skin after handling chemicals can cause inflammation, irritation of chemical burns. Wash hands thoroughly and try not to touch anywhere on your body when using these chemicals

Be careful when spraying some chemicals over hot surfaces as they can cause breathing problems

There can be adverse reactions when chemicals are mixed, DO NOT MIX CHEMICALS

Accidents can occur when pouring chemicals from one container to another or carrying chemicals in open containers. Never use anything that might mislead people as to the contents of the container.

Storage areas: Chemicals are located in the Chemical cupboard stores.

Cleaning Duties: See also Windows, Floor, Bar, Restaurant, Tables, Air Cleaners, Light fittings, Coffee Machine, Fridges, Glasswasher, Dishwasher, Dish Drop, Wine drop, Cellar, Occupational Health and Safety, Environmental Health, Food Hygiene, Personal grooming.

Daily duties

Restaurant Plates, Glassware, Maintain tables, waiters station, Floor, Cultery and Plate polishing

Bar Bar, Glass polishing, see toilets, ashtrays, bar floor, function room cleanliness, Pavement outside drinking area

Toilets Check paper, clean loos, wipe sinks, check soap dispense, clean debris off floor

Outside areas Sweep constantly, clean ashtrays and wipe tables

Kitchen Plates, Cutlery, Pans and ongoing clean of shelves etc.

Weekly duties

Weekly rota

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Monday Fridge seals and skirting boards, Cellar

Tuesday Table legs and Salt and Pepper

Wednesday Waiter station, Bin room

Thursday Front of building, Banquette deep clean

Friday Under coffee machine, bar shelves

Saturday

Sunday

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Staff Accomodation:

Staff showers, lockers and kitchens are a privilege, failure to maintain cleanliness in these areas will mean privilege being revoked. It is up to staff to delegate and monitor these areas themselves failure to respect these areas will mean them being taken away or disciplinary procedures undertaken by management.

Coffee: See also Tea

Coffee is an extremely important part of every service our belief it is the last thing a customer has with their meal. And therefore the last thing they remembers us for.

At Chicken and Sons we use White Horse coffee and our machine is a

Ordering Coffee: White Horse Direct

Machine Maintenance:

Coffee Machine Cleaning:

Coffee machines have a tendency to clog up with coffee residue after only few cups, (this can be spotted by an almost dusty character on the palate) to ensure this does not happen, during service give the machine a quick flush of hot water before placing the hopper in the group for the next cup. At the end of each service using the blind hopper backwash the machine for 10 seconds and releasing a minimum of three times. The coffee machine must then be cleaned and the machine polished. See Cleaning fact sheet in bar.

DO NOT PLACE MILK NOZZLE IN GLASS OF HOT WATER as this goes back into the machine, use elbow grease only – NEVER SCRAPE RESIDUE OFF WITH A SHARPE EDGE..

Making Coffee:

Milk

The first thing to remember is that milk is perishable make sure that older milk is at the front of the fridge and new milk at the back PLEASE CHECK THE DATES BEFORE SERVING TO CUSTOMERS, do not leave milk jugs that have been frothed out on the counter throw it down the sink. Fresh milk froths and tastes better.

Frothing Milk

If the coffee machine is in good order and the coffee is of a good quality the only thing that can go wrong is the frothing of milk. DO NOT CREMATE THE MILK, the best way to froth milk

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is using cold, fresh milk. Pour in steel jug. Place one hand under jug, position nozzle so that it is just touching the top of the milk, turn on steam and just slowly in one smooth motion move the jug down so that the nozzle stays in the same spot as the milk rises. When the jug feels like it is about to burn your hand count to three and turn off steam proceed to pour the right amount of coffee into the correct cup.

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Types of coffee and their cups/ glasses

Espresso:

One shot of coffee in espresso cup

Double espresso:

Using double hopper and coffee cup press double cup button.

Latte:

A breakfast coffee as the name suggests. This coffee served in a glass wrapped with a paper napkin consists of one shot of coffee and the rest milk, no froth

Cappucino:

Served in large coffee cup consists of 1/3 coffee, 1/3 milk, 1/3 froth. By stirring the milk jug it is possible to pour the coffee without spooning the froth.

Macchiato:

Literally means stain, pour as per Espresso however then using a spoon drop a small amount into the coffee.

Doppio:

Same as Macchiato, only served with Double Espresso measure.

COFFEE

NOTES TO REMEMBER

COFFEE MUST BE MADE IN THE STANDARD WAY EACH TIME TO ENSURE CONSISTENCY

PLEASE INSPECT EACH CUP FOR STAINS BEFORE PRESENTING IT TO GUESTS

SPOONS ARE TO BE PLACED VERTICALLY ON THE RIGHT HAND SIDE OF THE SAUCER UNDER THE HANDLE WHICH ALSO FACES TO THE RIGHT

ALWAYS SERVE COFFEES FROM THE RIGHT HAND SIDE

COFFEE AND AFTERNOONS:

During quieter evening periods, we aim to be as attractive to a coffee drinker as to someone wishing to drink.

CREDIT CARDS:

We take all credit cards except Diners., To process a bill place card in the bottom of the machine.. Enter in the total amount checking against the bill.,. Offer the guest the PDQ machine for a pin or press enter for signature. The PDQ has a TIP Request function make sure that the guest sees this and accepts the amount before putting in their pin.

When presenting the card and receipt back to the guest make sure to inform them of it ‘Sir/ Madam your card and your

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receipts’ Then make sure to keep original record of transaction before cashing off the bill.

In the bar guests are allowed to run a tab as long as a card with their name is kept behind the bar and everything is paid for at the end of the night

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Cutlery

Dirty cutlery is the downfall of any restaurant operation, follow these steps and we will limit the extent,

Used cutlery is to be soaked in hot water until it is washed in the dishwasher

Cutlery is to be polished using hot water with vinegar

Cutlery is to polished using a clean cloth, with no hands touching any part of the utensil that touches the mouth

Clean cutlery is to be sorted at time of polishing

ALL STAFFS ARE EXPECTED TO AID THE KITCHEN WITH WASHING CUTLERY AND PLATES IF NEEDED

Customer Complaints:

Most customer complaints can be dealt with at the time. Staff must keep their eyes open and stay intuitive enough to foresee any problems. A few pointers that seem to help

Keep your head up, watch the guests and anticipate their needs

Watch body language

Ask customers about their meals

Each time you approach the table look to see if they need anything else

Keep water and wine topped up

Follow our standards of service so others can look out for your table aswell

Should a guest be seriously unhappy inform management endeavour to remedy the situation.

NO GUEST SHOULD LEAVE OUR VENUE UNHAPPY!!!!

Cocktails:

We offer a small cocktail list at Chicken and Sons, 5 in all Classic in nature and very easy to make

Martini (vodka or gin, olive or twist)

Old Fashioned (whisky or brandy, bitters and sugar with a twist of citrus)

Negroni (Campari, Gin, Vermouth and citrus)

Champagne 75 (Gin, Lemon juice, sugar, champagne)

Cosmopolitan (Vodka, Cointreau, Cranberry, Lime Juice)

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D

Deliveries:

Food deliveries are to be signed in by a manager or kitchen staff member, delivery notes/ invoices must be then stored in the day file located near the kitchen telephone.

Beverage deliveries are to arrive via

All expected beverage purchase orders can be found on the Beverage clip board check the delivery note/ invoice against the clipboard. Once you have signed the delivery note store the documentation on the invoice spike located next to the clipboard.

Drink Service

Drink Production of common drinks and individual garnishes:

SEE BEER AND WINE

SPIRITS ARE SERVED AS A 30ML AS STANDARD

Drink Glass Garnish

Gin and Tonic Old Fashioned Loads of ice and lime wedge

Soft Drinks Hi Ball/ Coke glass where applicable

Ice and Lemon slice

Vodka Tonic Old Fashioned Loads of ice and lemon wedge

Bourbon/ Whiskey and mixer

Old Fashioned Ice no garnish

Whisky straight Whisky glass Straight

Brandy Brandy Balloon Straight

Wine Wine Glass To Exact measure

Champagne Champagne Flute To Exact Measure

Juice Oversize Hi Ball With ice and relevant garnish, lemon for tomato juice

Cocktails See Cocktails and recipes

Bar:

It is our policy to try and encourage customers to stay and drink with us, where possible offer guests a second drink whilst they are still seated and when their glass is almost empty.

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Our bar is purely dispense be only offer table service, our license doesn’t provide for vertical service and food must be served.

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Restaurant: See Standards of Service

Wine:

Wine service is an important part of the restaurant operation and an extremely important revenue centre.

When taking a wine order in the Restaurant:

Endeavour to take it with the food order as it will limit the number of times you need to approach the table.

Make sure to repeat the vintage and name of the wine and point to it on the wine list so as to limit confusion

Many items on our cellar list are extremely limited if in doubt see manager do not commit to a guest unless you are sure we have the product.

Wine can then be picked up from the wine store if the wine is low make sure to inform bar or management so one can be restocked straight away from cellar.

Wine list:

Chicken and Sons offers one of the most comprehensive restaurant lists in Sylvania.. It is therefore understandable if staff may not know all of the wines on the list in this case speak to a manager who can assist you. Staff are however expected to have a working knowledge of all of the 15 wines by the glass

Serving wine:

Select correct glassware and adjust settings accordingly

Show bottle to the host, always presenting from the right hand side

Next state vintage, name of wine and grape, aswell as the producer

Open the bottle, arm at right angle do not shake the bottle.

Serve a taste to the host after approval serve the ladies and then the men (In the case of a female host serve other ladies first the female host and then the men)

Make sure to always pour from the right hand side.

Champagne: Make sure to hold the cork with your hand on top and turn the cork so that it does not fly out of the bottle. Select appropriate glassware and Pour as above. Number the bottle and put in an ice bucket in the restaurant on the table in the bar.

White Wine: Try to make sure that the wine is cold enough before serving, number the bottle and put in a bottle bucket in the restaurant and in an ice bucket on the table in the .

Red Wine: All reds except anything older than 2002 and Pinot noir are to be decanted, decanters can be found in the wine store. Reds are best served at cellar temp. Serve wine as above. Then the empty bottle and decanter are to be left on the table. Decanters are to be cleaned at the end of each service and left to dry upside down.

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When you are about to serve any wine have a quick sniff of the cork or the top of the bottle and pour yourself a small taste to check whether it is in a good shape.

Dry Stores:

The dry stores are approached through the kitchen see the chef in charge or a manager should you need anything from them. Should you find we are running low on any dry store products please inform the chef and write on the white board located in the kitchen

Drains and Blockages:

In the advent of drains or toilets blocking, try to use plunger located in the vicinity of the dishwasher. If not possible contact the

Plumber:

Grease Traps:

Disciplinary process

Undertaken due to Persistent minor misconduct

1st Step VERBAL WARNING

2nd Step WRITTEN OR FINAL WRITTEN WARNING: depending of seriousness. Any Further breaches will then lead to dismissal

DISCIPLINARY RULES this list is not exhaustive however aims to give the employee an overview of things this company regards as misconduct

Lateness

Personal Grooming

Constant dismissal of standards

Attitude

Rudeness to customers

Racial or sexual slurs of any nature

Unauthorised absence

Gambling

Mistreatment of staff rooms and areas

GROSS MISCONDUCT WILL NOT APPLY TO THE ABOVE and will result in dismissal for first offence these include:

Theft

Fighting

Criminal Damage

Smoking in prohibited areas

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Intoxication

Rudeness to customers

Insubordination

Driving Directions: Maps can be found in the Restaurant reception, these include bus and train routes aswell, we also have a copy of the map on our website www.blackhorse.com.au

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E

Emergencies: See Also First Aid, Fire and Evacuation, Security

Phone numbers: Can be found in Restaurant address book

Exhaust Fans/ Extractors: Also see ventilation

Electrics:SeeMaintenance

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F

Flooring: See Maintenance and Cleaning schedule

Fire Training and Evacuation Procedures

All staff must undertake fire training within their first week of service. You will however as part of your induction training undertake a basic fire training module.

Never prop open fire doors, always make sure they are closed.

Always follow Health and Safety guidelines and safely use chemicals.

FIRE

There are a few important facts to remember when you discover a fire:

Ensure you know where fire extinguishers are located and which extinguishers are suited for which fire. Ensure you know how to use extinguishers or fire fighting equipment

Ensure fire alarm is enabled and inform 000 and most importantly inform management who will ensure calm, structured evacuation will take place.

Should you feel heat on the other side of a door do not open it.

Fire exits are located throughout the property make sure you are aware of them

There is an evacuation point located at the end of the car park where a role call will be made to account for all staff by management.

Using Fire Extinguishers

As part of the induction process each staff member will be shown how to use a fire extinguisher, Signs detailing the correct extinguisher for each fire can be found throughout the property make sure you know where these are

To use a fire extinguisher take handle in one hand leaving extinguisher on the floor, then using your other hand remove metal key, put key down grab nozzle point towards the area and squeeze the handle

First Aid: See

We have always have an elected First Aider’s within the property during trading hours, However all staff as part of their ongoing training are expected to undertake First Aid training. Should there be a First Aid emergency contact 000 and inform the First Aider on duty.

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Many First aid signs are located throughout the property and make sure to find and recognise these.

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Functions:

Functions are not to be confused with group bookings. Functions consist of groups of more than 12 people. When the initial query is made details must be taken on a function sheet located in the functions folder, the reservations system must then be checked to see if the date is available for the customer, if the date is available provisionally take the booking then explain to the guest that they will be contacted shortly after by a manager.

For groups of 12 or more we offer a Banquet/ Sharing Menu. The price for this is $50/$60

Footwear: See also Health and Safety

Staff are expected to wear black leather shoes with rubber soles.

Fuseboards

Located in cupboard next to the cellar door

Food Hygiene

Food Hygiene is essential to ensure the food we sell is safe. It will protect our customers our reputation and of course to obey the law

Food poisoning can spread very easily so it is our responsibility to ensure that everything is done to prevent it.

Keeping Food Safe:

The four main defences against bacterial growth

Ensure food areas are clean and good standards of personal hygiene are maintained

Cooking food thoroughly

Food is kept at the right temperature

Prevent cross-contamination

CROSS CONTAMINATION

One of the major causes of food poisoning is through cross contamination this is the transfer of bacteria from foods (usually raw) to other foods. The bacteria can be transferred directly when one food touches another directly or indirectly when hands, equipment, work surfaces, kitchen cloths or knives and other utensils transfer germs.

Common Causes

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Storing raw and ready to eat foods together

Not washing hands after touching raw food

Using the same chopping board of knife for raw or ready to eat food.

TEMPERATURE CONTROL

Chilled foods must be kept at or below 5 degrees centigrade

Hot foods must be kept at above 63 degrees centigrade

If food is not kept above or below the above temperatures harmful toxins could grow and make customers ill

It is illegal to allow food to be kept at temperatures that would cause a risk to health

FRIDGE CHECKS ARE TO BE CARRIED OUT BY STAFF TWICE DAILY TO ENSURE TEMPERATURES ARE KEPT AT A CONSTANT 5 DEGREES AND WRITTEN ON FRIDGE

TEMP FORM LOCATED ON COOL ROOM DOORS, ALL COOKED MEAT MUST BE PROBED WITH A DISINFECTED PROBE AFTER ROASTING. BAR FRIDGES CONTAINING MILK PRODUCTS AND JUICE MUST ALSO BE CHECKED AS PART OF THE OPENING PROCEDURE.

PERSONAL HYGIENE

Food can be contaminated very easily when it is handled. Therefore it is essential that all staff members maintain good standards of personal hygiene at all times to ensure no food gets contaminated the main things to keep in mind when addressing personal hygiene are:

Frequent hand washing:

Before starting work

Before handling ready to eat food

After touching raw food

After going to the toilet

After a break

After a cigarette

To Wash hands effectively: Use designated sinks not wash-up sinks. Use warm water and liquid soap, Work up a good lather, Make sure to wash wrists, hands, fingers, thumbs, fingernails and in between the fingers. Then make sure to rinse all the soap off your hands and dry with disposable towels (NOT YOUR APRON).

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Other things to think about to maintain good standards of personal hygiene

Wear clean clothes

Don’t touch face or hair

Cover cuts or sores with clean waterproof dressings

Wash hands after blowing your nose

Do not cough or sneeze over food

Under no circumstances may anyone smoke in food preparation areas this will result in instant dismissal

Do not wear Jewellery or fake nails

Staff illness, Should you have any symptoms of food poisoning such as diaorhea, vomiting or stomach pains. YOU MUST NOT HANDLE FOOD AND LEAVE THE FOOD PREP AREA STRAIGHT AWAY. Should you have any other type of illness or skin condition it must be reported to management straight away so they can decide whether or not it is safe for you to work around food.

SAFE HANDLING OF FOOD

When checking in deliveries always check that:

It is what you ordered

Chilled and frozen food is at the correct temperature

Packaging is undamaged and intact

Make sure to observe deliveries, drivers and vans very closely, that raw and that cooked foods are kept separate to raw foods, Should you have any concerns inform management immediately

STORING FOOD

Make sure:

You observe temperature controls

Keep raw food away from ready to eat

Store raw meat in sealable containers at the bottom of the fridge

Do not overload your fridge as this can hinder the circulation of cold air

Store dried foods off the floor in sealable containers

Make sure to label and date

Practice FIFO (First in First Out) Make sure to rotate stock and ensure older stock is used first

Check food, particularly those with high perishability before using.

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COOKING FOOD

When cooking poultry, chopped/ minced meat and rolled joints MAKE SURE THE CENTRE OF THE MEAT HAS REACHED 70 DEGREES CENTIGRADE BEFORE SERVING.

Minimum Cooking Times in Degrees Centigrade

60 for 45 minutes

65 for 10 minutes

70 for 2 minutes

75 for 30 seconds

80 for 6 seconds

Following these temperature guidelines will ensure that all bacteria are killed.

Make sure to probe cooked products from time to time with a sterilised probe and record the findings.

CLEANING UP

Make sure that all surfaces that come into contact with food are kept clean and where necessary disinfected. There is a Cleaning Schedule follow this to ensure appropriate cleaning standards are maintained, you will also find in the Equipment and Machinery schedule the best way to clean various items. Management will inspect jobs regularly and staff are expected to sign the sheet when they have completed a task.

Clean as you go

Keep Cleaning Equipment such as mops and cloths clean

Do not allow food or other waste to build up in food areas. Remove frequently and wash hands after

Keep storage areas clean

Wash hands in correct sinks

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G

Grooming Standards:

See also Food Hygiene and Health and Safety

Shirt: As Supplied. To be clean and pressed daily

Jeans: Staff to supply own. Blue. Clean and hole free

Belt: Elective. Staff to supply own Black

Hair: See Hair

Nails: Properly maintained

Shoes: Staff to supply own. Black, Covered, Non-slip, Clean and Polished

Socks: Staff to supply own. Black.

Rings: Excessive jewellery is not acceptable on any staff member, wedding bands are acceptable

Glasswasher: See safe operation of machinery

Glassware: See Drink Service and Drink Production

Gross Misconduct: See Disciplinary

Gas:

All our ovens and gas ignited equipment are fitted with thermo-electric valves where is turned on and the ignition source applied simultaneously. However it is asked of all staff to ensure they do not smell gas before lighting a flame.

Garbage Collection See Also Recycling

Garbage is to be kept in the bin area during the day at the end of each night all staff are to take garbage to the end of the street for collection by the council. Staff will be shown the relevant areas during the induction period.

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H

Hours of Operation:

The Bar is open Monday to Saturday 12.00am to 11..30pm

Sunday 11.00am to 10pm

The Restaurant is open

Tuesday to Saturday Lunch 12.00 to 2.30pm and Dinner 6.00pm to 9.30pm

Sunday Lunch 11.00am to 8pm

Hosting: See Standards of Service

Make sure that before each service tables are allocated for the days services at the start of the day.

Hair: See grooming standards

All staffs are expected to have brushed well maintained hair, any staff member with long hair is expected to have it tied back whilst at work. We ask staff to please choose conventional hairstyles for the workplace to aid with the clean cut image the company is trying to portray in the workplace.

Holiday policy:

General

The holiday year runs from 1 January to 31 December. For the purpose of calculating the amount of holiday entitlement only completed calendar months will count.

Holidays will be accrued.

All holiday dates must be approved in advance by the employees Manager. As much notice as possible of proposed holiday dates must be given to ensure adequate staffing coverage at all times. Such notice must be at least twice the number of days' leave that the employee wishes to take as annual leave. It must be noted that during in our busiest trading period from the 15th of November to the 25th of December leave requests will not at the strict discretion of management.

Holiday pay

Holiday pay is calculated on the basis of the employee's current basic rate of pay .

The Company recognises eight public/bank holidays a year, the dates of which vary from year to year. All recognised public and bank holidays are permitted as paid holiday in addition to the annual holiday entitlement specified above. The exact dates of public and bank holidays will be notified to all employees at the start of each holiday year.

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An employee will not be paid (or where appropriate a deduction will be made from salary) for any bank or public holiday if he/she is absent from work (other than on the Employer's business or unless expressly authorised) immediately before or after the bank or public holiday. If absence immediately before or immediately after the bank or public holiday is due to sickness, payment for the bank or public holiday will be made only if a medical certificate is provided.

The Employer will in these circumstances reimburse the employee for the cost of obtaining the medical certificate. Where a medical certificate is provided, sick pay will be paid for the absence subject to the terms of the Employer's sick pay scheme.

Holiday entitlement

If the employee joins the Employer part way through a holiday year, he/she will be entitled to a proportion of his/her holiday entitlement based on the period of his/her employment in that holiday year. The employee's will not normally be allowed, unless otherwise agreed by the Director, to take more holiday than he/she has actually accrued at the time holiday is taken. Entitlement is calculated monthly in advance at the rate of one-twelfth of the full year's entitlement.

Holiday entitlement is normally expressed in terms that equate five days’ holiday with one calendar week. Where the employee has a system of work involving other than five days in each week, his/her entitlement will reflect the particular work pattern as per the table overleaf.

Annual entitlement for holiday year by normal number of days worked per week for annual entitlement of 20 days

5 4 3 2 1

20 16 12 7 4

Annual entitlement for holiday year by normal number of days worked per week for annual entitlement of 22 days

5 4 3 2 1

22 18 13 9 4

Annual entitlement for holiday year by normal number of days worked per week for annual entitlement of 25 days

5 4 3 2 1

25 20 15 10 5

If it has been agreed in writing at the time of the employee’s recruitment that the Company will honour a pre-existing holiday commitment, then the employee will be permitted to take the holiday. In this case, the employee will be paid only for the amount of holiday that has been accrued by the time the holiday is taken, and the remainder of the holiday will be unpaid.

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Holiday pay on termination of employment

If the employee leaves the Employer's employment part way through a holiday year, he/she will be entitled to be paid for any accrued annual leave for that holiday year that has not been taken by the date of termination.

If, on the employee's date of termination, he/she has taken paid holiday leave in excess of earned entitlement, he/she will be required to reimburse the Employer (by means of deduction from salary if necessary) in respect of such holiday.

No payment in lieu of accrued contractual holiday will be made to the employee (and where appropriate a deduction will be made from salary) in the event of his/her termination for gross misconduct or in the event of the employee giving inadequate notice of termination or leaving before the contractual notice period has expired. Contractual holiday for these purposes means all and any leave entitlement provided for in the employee's contract that is over and above the four-week statutory leave period provided for in the Working Time Regulations 1998.

Sickness during holiday

As a general rule if an employee falls sick while on holiday, no further or alternative period of holiday leave will be granted at another time. However, if an employee is prevented by sickness or injury from going on holiday or falls seriously ill or sustains a serious injury whilst on holiday, the Employer may at its discretion elect to treat some or all of the period booked as holiday as sick leave, subject to the employee providing satisfactory medical evidence (i.e. to the satisfaction of the Employer). In such a case the employee may be permitted further paid or unpaid leave later on in the holiday year.

No further time off or pay in lieu will be given when an employee is sick on a bank or public holiday.

Accrual of holiday during sick leave

Contractual holiday entitlement over and above the statutory four-week entitlement provided for by the Working Time Regulations 1998 will not accrue during any paid or unpaid period of sick leave unless at the entire discretion of the Employer.

Heat Stress:

Heat stress occurs when the body’s means of controlling its internal temperature starts to fail. It may not be obvious to a person passing through the workplace that there is a risk of heat stress.

Examples of heat stress:

Sweat evaporation is restricted by clothing and humidity

Heat is produced through workplace

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As deep body temperature rises the body will increase the amount of sweat which can lead to dehydration

A rise in heart rate occurs which puts extra stress on the body

If the body continually gains heat without cooling down, deep body temperature will continue to rise, a point will then be reached where the body’s control mechanism starts to fail.

Symptoms

Inability to concentrate

Muscle cramps

Heat rash

Severe thirst

Heat exhaustion, fatigue, giddiness, nausea, headache, clammy

Heat stroke, hot dry skin, convulsions, eventual loss of consciousness. SEVERE AND CAN RESULT IN DEATH IF UNDETECTED.

Kitchens are an example of a workplace where people might suffer from heat stress

How can we reduce the risks?

Try to control the temperature of the kitchen, windows, fans and extraction

Try to take breaks outside or in the cool room

Drink water, there is a chilled water cooler located in the back of the kitchen

Look out for the above symptoms in other staff members and act proactively

HEALTH AND SAFETY: See also training modules and see waiting staff

Policy Statement:

General Statement

The company’s overall intention is to achieve the highest possible standards of awareness of, and attention to, matters of safety, health and welfare at all levels

The company will endeavour at all times to achieve standards that will exceed the minimum legal requirements

The company will accept the spirit on the Health and Safety at Work act, as well as the letter of the law.

Safety Organisation

The company will establish and maintain a structure of responsibility for safety and health matters throughout the Company’s premises.

The company will appoint a Safety Officer to act as co-ordinator of safety and health activities

The Company will provide all necessary information, training and supervision in Safety and Health Matters

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The Company will encourage the work of employee safety representatives, and will establish appropriate Safety Comittees following consultation with employees.

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Individual responsibility

The company will impress on every employee the need to be aware of his or her individual responsibility for taking due care at work, and co-operating with Company representatives in the implementation of this policy.

Our policy has been developed to be effective in terms of preventing accidents and ill health, through training, signage, instruction and constant review. It is our duty by law to

Provide a safe place of employment, so far as is reasonable in all the circumstances

Provide a safe means of access to work and exit

Provide adequate, equipment, materials and protective clothing to enable employees to carry out their work safely

Provide competent fellow workers

Provide a duty of care that ensures employees are not subjected to any unreasonable risks in the workplace

Provide safety in handling storage and transportation of articles and substances

Provide sufficient information, instruction, training and supervision to ensure, so far as is reasonably practicable the health and safety of employees

To provide a safe, healthy working environment, including adequate arrangements for welfare.

Why bother with Health and Safety?

Statistics prove that bad management practices cause accidents, cost money, time and effort

Accident rates have been getting progressively worse over the past 6 years in the hospitality industry, Major injury rates are up by 54% compared to 1986. 70% of these are the result of Slipping, tripping or falling or from contact with harmful or hot substances. These accidents can be prevented through good Health and Safety practice.

MAIN HEALTH AND SAFETY RISKS IN THE HOSPITALITY WORK PLACE

Slips, trips and falls

Lifting and manual handling

Contact with hot surfaces and harmful substances

Dermatitis

Work related upper limb disorders

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Co-operation of the workforce is likely to be more constructive if every member of staff is included when developing Health and Safety Policy. Meetings will be scheduled at regular intervals where members may be asked to participate and Staff members may be asked to supervise various occupational risks within the property.

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The key aspects of our Health and safety policy include

Slips Trips and Falls

Contact with hot surfaces and harmful substances

Heavy lifting and use of equipment to limit lifting

(e.g Trolleys)

Safe use of Chemicals

Safe handling of knifes

Equipment hazards

Cleaning routines

Clear walkways

Dangers of horseplay

Protective clothing

Duty to report accidents

Maintenance requirements and faults

Safe working practices

First Aid

Fire Risk

Emergency situations

Security

Dealing with contractors and visitors

Most of the above headings can be found in this manual however a variety of training modules have been written to encapsulate them all. Should you be interested this can be found in the office

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HEALTH AND SAFETY:

In providing a safe premises we must provide

Cleanliness and lighting

Separate work areas

Temperature controls and ventilation

Good floor condition

Process for limiting falls and falling objects

Toilets and washing facilities aswell as drinking water

Glazing of doors and windows

Window cleaning

Changing facilities

Facility to rest and eat meals

Work equipment must be monitored for suitability, safe usage and meet relevant product safety directives

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J

JOB DESCRIPTIONS

Each position within the company has a distinctive role with distinctive responsibilities that are expected of them. During your induction period you will be made aware of the Organisational chart and where you fit in. We practice having a very flat organisational structure so that all levels of staff have a very important role to play in the company’s future success

L

Lighting

We have a large array of lighting at Chicken and Sons it is everyone’s responsibility to change light globes. Should you have trouble with changing globes please inform management and document it in the Maintenance book

Light globes

Located in store on the first floor if globes are running low please inform management

Linen and Laundry:

We use ____________________

floor staff are expected to launder their own uniforms

Phone numbers: In Restaurant address book

Storage: Restaurant Linen is stored in the cupboards underneath the wine wall in the restaurant

Daily count: Counts must be made and entered in laundry folder when sending linen and also accepting linen any discrepancies must be documented

Folding: Napkins are folded in a classic luncheon fold all floor staff will be shown how to do this during the induction training

Lifting Heavy Items: See Manual Handling

Look and Feel

It was our desire when designing Chicken and Sons to build a contemporary establishment that embraced the Artisan nature of the brewhouse.. With our clubby bar and elegant yet understated dining room Chicken and Sons gives us a platform in which to stay true to our Gastronomic roots whilst loosing much of the formality usually associated our style of food and wine offering.

M

Manual Handling:

Heavy lifiting and manual handling Injury is most commonly caused by:

Lifting, pulling or pushing tables and chairs

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Setting up equipment and tables

Moving stock to and from storage

Filling and carrying bulk food containers and pots

Handling casks and kegs

Waste disposal

Food service

Most injuries occur through repetitive operations so it is therefore important to use safe practice

How to avoid problems:

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Avoid awkward body movement such as twisting, stretching, stooping or reaching

Avoid holding or manipulating loads from the trunk of the body

Avoid carrying loads for long distances

Choose your route before setting off

Get help from another staff member

Use mechanical aids such as trolleys

Use your legs and keep a straight back when lifting

Menus:

We offer an array of menus at Chicken and Sons. It is important that all staff are aware of the correct menu for each particular service and that they are stored in the correct place after service.

Menus change frequently so make sure you are aware of any changes,

This is your responsibility

Menu Descriptions: Will be given to staff member when a new dish is introduced by the chef, these will not always be given to staff in written form so it is advised that staff have their own journal to record dishes and ingredients

Meet and Greet: See Standards of Service

Music

Music is an important tool when setting the mood of the property, we cover a number of music styles throughout the property, Soft Jazz, Acid Jazz throughout the day and 70’s funk and deep house at night

Machinery and Equipment Schedule: See Maintenance Schedule, Health and Safety and Cleaning Schedule, Chemicals and hazardous materials

The above sections detail the cleaning, safe usage, operation and maintenance on all machinery and equipment that you will come in contact within the property

Maintenance and Cleaning

Poor standards of maintenance are a major and underlying cause of accidents. Most of them are equipment related however building maintenance also contributes to a large number of incidents. It is therefore extremely important that we all play a role in maintaining the property so in turn we prevent accidents.

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The following points detail the main types of accidents caused by poor maintenance and the ways in which we can prevent them, should you notice any of the following please draw managements attention to them, talk to your elected Health and Safety representative and document them in the maintenance diary so that they can be dealt with

The following are a list of problems that can arise through incorrect maintenance procedures and how they can be avoided:

MAINTENANCE AND CLEANING

Slippery Surfaces: Caused by uncleared leaks and spillages, unsafe wet cleaning methods and not drying floors after cleaning. Always Display WET FLOOR SIGNS.

Hot or Harmful substances: The most common causes are poor maintenance leading to leaks, exposure to hazardous cleaning materials and hot oil whilst cleaning fryers. Always read safe cleaning and draining procedures. In particular inspect dishwashers and glasswashers

Electrical injuries: Caused by faulty plugs or cables. Always check and inspect before use and report if there are any problems.

Fire and Explosion: Caused by poor maintenance of Gas appliances, (See Gas appliances). Regular inspection and maintenance are a priority in this instance and make sure to clean and remove dirt and deposits in ventilation filters and ducting.

Machinery accidents: Caused by incorrect cleaning and reassembly, particularly slicing machine and guards. Prevention in the instance is to check guards and perform repairs as soon as they are required.

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Maintenance through cleaning

Safe methods of cleaning must be recognised by each staff member, see machinery and equipment schedule as too cleaning schedule.

See correct chemical usage

Clean spillages immediately

Display correct signage

Rinse detergents off floor

In short constantly check

Machine guards

Gas appliance controls

Electrical plugs and cables

Ventilation systems

Equipment causing leaks onto floors

Mise en Place for the Front of House

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Morning setup OPEN RESTAURANT

Clean and restock toilets

Mop entire floor including toilets

Take chairs down off tables

Place ashtrays/ matchboxes in bar

Wipe all tables

Wipe all chairs

Put linen away

Set Restaurant according to reservations system

Salt and peppers (refill if necessary) make sure Salt faces the front door and check that each cruet contains the correct seasoning

Fold Napkins

Do butters (see butters)

Check vases for dead flowers and dirty water

Make sure that each cover contains

One Main knife

One Main fork

One Side Knife

One Side Plate

One Water Glass

One Wine Glass

One folded napkin

SETTINGS MUST BE IN LINE WITH EACH OTHER

Check waiters station and restock

Fold service napkins

Check the restock in fridges and main bar from the night before and make adjustments where necessary

Sweep courtyard

Put furniture out

Perform rostered cleaning duties

Fill cutlery containers in , ensure that the waiters station is full and stocked

Ensure glassware is ready

Ensure wines by the glass are out and ready for service

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Bar Setup

Re mop floor and Clean all surfaces

Clean fridges

Restock bottles FIFO

Prepare garnishes

Ice

Setup station

Check beer

Clean speed pourers

Wipe Shelves

Furniture polish all bar tables and bar top

Check fridge temperatures

Afternoon Setup RESTAURANT

Polish Cutlery

Polish Plates

Polish glasses

Wipe tables

Wipe chairs

Restock all fridges including bar and wine store

Sweep floor throughout

Clean toilets

Check salt and peppers

Check butters and do more if necessary

Fold napkins

Relay tables according to reservations book

Perform rostered cleaning duties

Restock waiters station ready for service

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Floor Close

Polish cutlery

Restock fridges and do wine rec off EPOS

Polish glasses

Polish plates

Un set tables

Stack Chairs on table (NOT UNTIL ALL GUESTS HAVE LEFT)

Sweep floor/ mop floor

Take furniture in from outside

Put vases in fridge

Lock doors

Wipe tables

Bar Close

Throw away garnishes

Unset Bar

Melt ice with hot water

Clean all surfaces including EPOS

Soak all nozzles for beer and post mix

Clean coffee machine

Clean and Empty Glasswasher

Sweep and mop floor, take mats outside

Empty bins

Restock glassware

Wash all service implements

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N

Nails and Fingers (See Food hygiene)

Clean nails and fingers are an important part of the catering industry. Aswell as being a part of good hygiene practice, they are also one of the first things seen by customers. Please ensure hands, nails and fingers are well maintained and thoroughly cleaned.

Nose Rings

We do not accept nose rings during service. Please remove before arriving to work.

O

Organisational Chart

Ordering Food/ Fruit:

If you need any food supplies (e.g drystore products) please see the chef and document your request on the whiteboard in the dish drop. Please try to do this before the product runs out

Outdoor Seating:

We have two outdoor spaces on the property. These tables are available for reservation and are assigned on a first come, first served basis

General manager Lance Cochrane

Head Chef

Sous Chef

Restaurant Manager

Assistant Manager

Head Brewer Bryce Cochrane

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Office:

The office is to be locked at all times should you need anything or like to leave you valuables please inform management.

P

Plumber:

Should you come across a plumbing emergency or any maintenance that needs to be undertaking please inform management who will contact our plumber.

Police: See Alarm, See Security

Plates and care of plates, polishing of plates: See also standards of

Staff are expected to take due care when handling plates any staff seen purposely mistreating plates will meet with disciplinary procedure.

Plates are to be polished daily with vinegar and water, Floorstaff must be aware that this applies to side plates

Presenting Menus: See Standards of Service

Parking in the area:

There is ample parking in the area

Public Transport and getting to work:

Petty Cash:

In the advent that products are required due to oversight, staff members will be given cash to purchase these items. At this time the amount given to that staff member will be written in petty cash book, both manager and staff member will sign the book and once invoice and change have been returned to management the form will be resigned by a manager. Under no circumstances is Cash to be taken from the till..

R

Reservations: See Bookings

Restaurant Setup: See Mise en Place

Reporting Accidents in the workplace:

All accidents involving Death, Major Injury or injuries resulting in over three days off work must by law be reported to the incident contact centre. Therefore records need to be made in these instances including. Date and method of reporting, date time and place of the event, personal details of those involved. A brief description of the nature of event or disease, a notebook can be found in the office.

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Responsible service of alcohol: DUE DILLIGENCE See separate training booklet.

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S

Standards: See Mise en Place, See table settings, See Briefings, See Grooming Standards, Food Hygiene, Uniforms, Hair and Hands

Restaurant STANDARDS OF SERVICE

Start of Service

Check Mise en Place and prepare for service

Hosting:

Due to the relatively small size of our operation there will only be a host on busier nights, in all other service periods it is the responsibility of the manager to undertake this rule, that being said should you see a guest waiting to be seated all staffs are expected to perform hosting duties.

When a customer arrives at the front desk they should be greeted with ‘Hello, How are you today/ this evening?’

They should then be asked for their booking details the staff member will then check for where their allocated table is, highlight the name on the reservations sheet (so we know they are in and sitting, and make any adjustments to the sheet if their booking has changed in any way. e.g change of table, change of covers).

Then in winter take coats and hang them in the cloak room on their corresponding coat number, then pick up the correct number of menus and both wine lists and take customers to their table, Once you have taken the customers to their table make sure to pull out the customer chairs and present menus from the right hand side, offering the wine list to the host.

Using the pad in your apron take an initial drinks and water order, program the computer making sure to register the correct amount of covers and inform the section waiter. If the waiter is busy try to aid them by collecting the drinks for them and pouring the water.

There are a few notes for hosting that must be adhered to so that customers are dealt with professionally on the desk:

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Walkins:

Look at the book and see which if any tables are vacant, (This can be found at the bottom of the reservation book) If they can be seated follow the above procedure and seat them straight away. If not try to gauge the service, see who is on coffee or dessert and try to approximate the length of wait for the guest always go on the higher side time wise then the lower as customers can get disgruntled if they wait too long. After this offer the walkins a seat in or at the bar and get the barpersons attention to see them for a drink. Make sure to write their name and Bar table number in the book so that they can be seated when a table becomes available. When they have gone through remember to highlight their name so we know they are in.

In the extreme chance that a customer insists they have booked but there is no record of such. Try to allocate a table without letting them know you do not have a record of them. If it is not possible buy them a drink in the bar and immediately inform a manager.

Once guests have received their aperitif, offer bread to the table (Butters will be there from the start of the service).

If there is a special for the night, special the table at the time of bread delivery, trying to use the wording as suggested in the daily briefing

Leave the table for 3-5 minutes and if the table looks ready approach them to take their order, trying to start with the ladies and moving to the men where possible.

Taking order: Take both Entrée and Main making sure to write down the correct position numbers (see table plan).

Once you have completed taking all the guests order it is time to suggest side dishes, try to influence customers by suggesting that certain side dishes will complement their choices as this seems to work best.

Take the wine order, at the same time as the food where possible to limit the number of times we travel to the same table. (drink service)

Place written order in computer, if there are any dietary requirements type them into the computer but also inform the chef as they are very busy and can at times miss alterations on dockets.

POLICY, WE ENDEAVOUR TO ACCOMMODATE ALL OUR GUESTS DIETARY AND ALLERY REQUIREMENTS HOWEVER IT IS OFTEN HARD FOR US TO PRODUCE

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DISHES DURING SERVICE THAT ARE DRASTICALLY DIFFERENT TO THOSE ON THE MENU. SHOULD CUSTOMERS INFORM US AHEAD OF TIME WE WILL BE MORE THEN HAPPY TO DESIGN A PARTICULAR MENU TO SUIT THEIR NEEDS. IF IN DOUBT SEE THE CHEF

After the order has been entered, adjust cutlery according to positions. The Amuse Bouche will come automatically

Get and serve any beverage requests

Just before Entrée arrives where possible offer bread otherwise make sure it is with the food delivery

Serving Entrée: Always serve from the right hand side, always let the customer know you have food in your hand, do not carry more then you can handle as this can cause accidents or RSI. RUNNING OF FOOD TAKES PRIORITY OVER EVERYTHING ELSE IF YOU SEE FOOD ON THE PASS IT IS EVERYONES DUTY TO TAKE IT TO THE TABLE.

When you place food in front of the guest always introduce the dish as you place it on the table. After this a quick ‘Enjoy!’ will do

As soon as food is put down both for mains and entrée it is time to look at the table

the following points will hold you in good stead.

WHENEVER YOU WALK PAST A TABLE CHECK:

IS THERE ENOUGH WATER?

IS THERE ENOUGH BREAD? (FOR ENTRÉE ONLY)

IS THERE ENOUGH WINE OR BEER?

IS ALL THE CUTLERY IN PLACE?

DO THEY NEED MORE BUTTER?

IS THEIR CANDLE LIT?

DO THEY LOOK HAPPY?

When the guests have finished their entrée. Clear plates from the left ensuring to clear the side plate at the same time where appropriate

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To clear plates correctly plates should be balanced on one hand, we do not use two hands to clear, ONE HAND FOR STACKING, ONE HAND FOR CLEARING. Making sure there is a scraper plate where cutlery and scraps are left on and one stacking section. (If this is unlclear please see management for clarification)

Whilst on the way to the Dish Drop call table away on the EPOS and tell the chef

Just before the Main Course is about to arrive, check table once more as in (15.) and try to upsell another bottle of water or wine if the opportunity arises

Deliver Main Course in the same way as the Entrees (13.) in this case though also ensure the side dishes have arrived as too the correct serving utensils.

After 3 to 5 minutes walk past table and ask if they are enjoying their meals.

Clear Mains as in (17.)

Wipe table and remove salt and pepper, any dirty glasses or debris

Present dessert menu and present any specials at the same time

Take dessert order ensuring to list position numbers

Set table for desserts, Dessert Spoon, Entrée Fork and Teaspoon or Entrée Knife if necessary.

Take coffee order at the same time and try to push a digestif with coffee

(Digestif specials will be an ongoing feature), when entering in the computer make sure to enter correct number of petitfour to the kitchen, also enter coffee order so that the bar receives the check.

Try to present coffee at the same time.

When customer has almost finished their coffee offer them another, If not print the bill and then wait till they call the bill

When Printing a bill, check with the other waiter making sure that wine and water has been correctly added.

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Process bill (see credit cards or cash process) or hand to a manager who will assist

Make sure to wish all the guests in your section goodbye and try to offer their coats in winter periods.

Specials:

To be discussed at daily briefings, see white board in dish drop

Stationary: Also see Recycling

Sweeping Coutyard: See Mise en Place

Security: See Responsible service of alcohol, See Alarm, See Police

In every big city the chances of crime are increased, Staffs are asked to remain vigilant, there are a number of processes that staffs are expected to follow in order to maintain the safest possible environment for us to work in:

Follow the rules concerning the responsible service of alcohol

Any staff member found buying stolen goods from touts will be instantly dismissed

If you see anything suspicious report it to management straight away

At the end of each night as soon as the last guest leaves doors are to be locked

There is constant CCTV covering all areas of the property as a deterant any staff are asked not to touch these cameras

Check for I.D

Most importantly if any staff member is threatened do not antagonise assailant and comply with their wishes. Under no circumstances retaliate. In the unlikely advent of a hold up staff are asked to comply with burglars requests. Do not be a hero we can replace money we can’t replace you……

Slips and Trips

This topic has been discussed throughout this document due to the frequency of accidents of this nature in our industry in order to minimise the possibility of slipping or tripping staff are asked to adhere to the following points:

If you notice any holes, slopes or uneven surfaces report them to management or your health and safety representative so that the problem may be addressed

Good housekeeping (see maintenance and cleaning)

Eliminate materials that can obstruct and cause trips

We have made every provision for adequate lighting, if a lightglobe goes out please change, or have it changed aswell as Limiting obstructions to lightglobes.

Establish a positive attitude, if something meets your attention address it yourself straight away

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Shoes, No staff are to wear trainers, sports shoes or shoes with leather soles

Take care in the advent of blocked drains or leaks.

Ensure to display safety signs at all times

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SIGNAGE

WHERE TO FIND THEM?

The following signs can be found throughout the property please seek them out for your own safety

Wet Floors: Used when cleaning floors and in the advent of spillage

Chemical Storage: Keep hazardous cleaning products where this sign is located

Fire Signs: Throughout the building, make sure to seek out all the fire signs within the property, See also Fire Training

First Aid: This sign signifies where the first aid kits are located, who the First Aiders are and what to do in the case of electric shock and also burns

Gas Pipe signs: Locate these so that each member of staff can inform emergency services should the situation arise

No Smoking signs: Located in the cellar, kitchen and in the dining room

Health and Safety Notice: Found at entry to the kitchen

Certificate of employer liability: located in the kitchen

License to sell alcohol: Located behind the bar

Measures: Located behind the bar

Obstacle and dangerous location signs are found throughout the premises

PLEASE ENDEAVOUR TO WALK AROUND THE PROPERTY WHEN STARTING AND SEEK OUT EACH OF THE ABOVE.

Sickness Absence Policy

Statutory sick pay

It is the Company's policy to pay only statutory sick pay during periods of sickness absence.

Payment of statutory sick pay is dependent on an employee satisfying rules relating to entitlement, notification of illness, periods of incapacity for work, periods of entitlement and qualifying days.

Entitlement to statutory sick pay:

To be entitled to statutory sick pay, an employee must:

have actually worked for the employer under a contract of employment;

be under the age of 65, but not under the age of 16, on his or her first day of illness;

be paid not less than the lower earnings limit for national insurance contributions (£84 from 6 April 2006) for the eight weeks prior to becoming sick;

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not have been in receipt of incapacity benefit or severe disablement allowance within a specified time period, as shown on a linking letter issued by a social security office;

be incapable of doing his or her work for four or more consecutive days;

show his or her employer evidence that he or she is sick, if such evidence is required by the employer.

For evidence purposes, for periods of four to seven days, self-certification is usually acceptable. Beyond seven days employers usually require a doctor's certificate or similar.

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Short-term sickness

The Company aims to encourage all its employees to maximise their attendance at work whilst recognising that employees will, from time to time, be unable to come to work for short periods due to sickness. This section of the policy relates to short-term sickness absences from work, which are defined as those lasting up to one working week.

Whilst the Company understands that there will inevitably be some short-term sickness absence amongst employees, it must also pay due regard to its business needs. If an employee is frequently and persistently absent from work, this can damage efficiency and productivity, and place an additional burden of work on the employee's colleagues. By implementing this policy, the Company aims to strike a reasonable balance between the pursuit of its business needs and the genuine needs of employees to take occasional short periods of time off work because of sickness.

Guidelines for employees

An employee who needs to be absent from work due to sickness must comply with the following Company rules:

Notify his/her line manager by telephone if he/she is ill or unable to attend work for any other reason. Notification should be as early as possible and in any event no later than one hour after the employee's start time. The employee should be prepared to state the reason why he/she cannot attend work, and how long he/she thinks the absence will last.

Attend an interview with his/her line manager on return to work to discuss the absence and the reason for it. One of the purposes of this interview will be to establish whether the line manager can provide any support to the employee which could facilitate attendance at work in the future (for example if the employee's absence was in any way work related).

Complete and submit a self-certification form on return to work for all periods of sickness absence of up to one working week.

Provide a doctor's certificate for a period of sickness absence of less than seven days if the Company specifically requests it. In these circumstances the Company will reimburse the employee for the cost of obtaining a certificate if it has to be obtained privately.

Agree on request to be interviewed and/or examined by an occupational doctor nominated by the Company and to authorise the release of any medical report from the doctor to the Company. The Company will meet all costs associated with any such examination and/or medical report.

Long-term absence

The Employer operates the following policy in relation to long-term sickness absence.

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The Employer aims to encourage all its employees to maximise their attendance at work. It is recognised, however, that a certain level of sickness absence is inevitable. It is the Employer's policy to support employees who are genuinely sick and unable to come to work.

Employees may be requested by the Employer to consent to be examined by an occupational doctor (at the Employer's expense) and to agree to allow the doctor to provide a medical report to the Employer. The terms of all employees' contracts are that they must give such consent when reasonably asked to do so by the Employer.

The Employer will not consider terminating the employment of an employee who is absent from work due to genuine sickness or injury during the first eight weeks of absence. Thereafter the position will be reviewed every two weeks and ultimately it may become necessary from a business perspective to consider termination of employment. In these circumstances, the Employer will:

review the employee's absence record to assess whether it is sufficient to justify dismissal;

consult the employee;

obtain up-to-date medical advice;

advise the employee in writing as soon as it is established that termination of employment has become a possibility;

meet with the employee to discuss the options and consider the employee's views on continuing employment;

review whether there are any other jobs that the employee could do prior to taking any decision on whether to dismiss;

allow a right of appeal against any decision to dismiss the employee on grounds of long-term ill health; and

act reasonably towards the employee at all times.

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T

Training Policy:

This company believes that it is in its own interests aswell as in the employees interests that full support should be given to training and development

Systematic assessments of training needs will be carried out before any planned training takes place

Employees and their immediate supervisor will be consulted about any training indentified as relevant to their situation

The primary objective of training and development will be to support the pursuit of the company’s business goal

Training and development activities will also be regarded as key elements in an individuals mastery of and satisfaction in his principal duties.

Training Process:

Induction: Carried out in the first 30 days of employment

Appraisals: Carried out every 3-6 months

Development: Ongoing, should staff wish to undertake studies that they think would be beneficial to both themselves and Chicken and Sons speak to a director

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Toilets: Cleaning Carried out daily

Cleaning: To be undertaken each morning and every hour during service

Hand towels: Pull down located on the wall in the bathroom

Restock: are located in Restaurant Reception

Suppliers: Ecolab

Table settings: See Mise en Place

Bar Tables Numbers: See Bar setup

Table numbers and table plan Restaurant:

See on kitchen wall

Taxis: Minicab numbers can be found in restaurant reception address book

Telephone numbers:

Can be found in Restaurant address book in Restaurant reception

Till operation: See EPOS training manual

Tea: As with everything we do at Chicken and Sons it is our major goal to offer our guest with rare interesting and high quality produce at the best possible price we therefore focus on single estate and organic teas served loose leaf in the teapot, tasting notes can be seen on the digestif menu

U

Uniforms:

Consist of Brown shirt, dark blue jeans and long black apron, Black shoes must be polished and well kept

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V

Ventilation of the Kitchen and Pub

Objectives:

To introduce sufficient clean, cool air and remove hot air for occupants to breath and remain comfortable

To provide sufficient air to complete combustion of burning appliances, otherwise this can cause carbon monoxide poisoning

To dilute and remove by products of combustion

To remove odours, steam and cooking fumes

To remove any smoke in the air to maintain comfort and health

W

Waiting Staff Health and Safety

Make sure you are fully aware of any low ceilings or uneven flooring

When Cleaning cutlery: Do not leave kitchen knifes and cutlery in water filled sinks or buckets, wipe knifes on blunt side only with the blade facing away from you, When carrying knifes always make sure the point faces the ground

When handling glassware: When polishing handle with care make sure to clean bowl and stem of wine glasses separately, When handling chilled glass be careful as it is more fragile

Crokery and Service dishes: Do not stack too high, Do not overstock service stations, open cutlery draws slowly

Laying up: Where possible use containers to carry cutlery, store cutlery in baskets, handle knifes by handle only, Carry glasses on trays or in dishwasher baskets, pick glasses up by foot or stem, do not bang glasses together as it weakens them

Carrying Trays, Lifting Loads: Distribute products evenly, Carry only weight that feels safe and comfortable, Ask for help when moving heavy loads, know where load is to go before moving it, Ensure that route is clear before setting off

Coffee Machine: Only operate after correct training

Store stocks away from any form of heat

Only light candles with matches

Position candles away from table decorations, Curtains, Fabrics or Bar spirits

See Footwear, Uniforms and Hair, See Standards of Service and Food Hygiene

Waste Disposal: See Garbage and Recycling

Windows:

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Part of the cleaning schedule staffs are expected to keep windows clean at all times. See Hazardous Chemicals and correct usage.