Blaxland Hotel Ambassador Restaurant Policy/Procedure 1 Procedure 1 : How to take orders About this policy Purpose: The Purpose of this doccument is to outline the produres that must be followed during the process of taking orders: Application: The Blaxland Hotel procedure for how to take orders applies to all front of house staff . It is the expectation that all listed staff follow this policy where appropriate. In the instance where an employee does not follow this procedure, the employee will be subject to relevant consequences such as written warnings, disciplinary review, suspension, and in extreme cases, termination. Authorisation and review: The Procedue has been authorised by the restaurant manager of the Blaxland Hotel. The Blaxland Hotel procedure for how to take orders should be reveiwed on a quartly basis by the restaurant manager. During the review process the manager of Blaxland Hotel will be required to review the current procedure and update it when any new or relevent information that has been found through staff observations or sent to the business via industry association newsletters. Location: Blaxland Hotel how to take orders procedure will be provided to all relevent staff during their induction process within their staff handbook. The policy will also be accessible via The Blaxland Hotel staff intranet within the documents and policies tab. There will also be a hard copy of this policy that will be kept on site in the manager’s office. If at any point the procedure is updated or altered in any way, all relevant staff will be notified and required to review the changes and sign off to show understanding. Defintions: TermDefinitionPOSThe point of sale (POS) is the time and place where a retail transaction is completed. … After receiving payment, the merchant may issue a receipt for the transaction, which is usually printed but can also be dispensed with or sent electronically. Standards; guidelines for consistency and reliability. To maintain the consistency and reliability of the use of this procedure/policy the following standards apply; Smile and greet the Customers when they arriveLet the table know about specialsLabel a note pad with table and seat numbersBe patient with customer , give them more time if not ready to order Procedure Procedure description StepDescrptionCrtical aspect1 Listen intently while you write down each customer’s order. 2Start with drink order 3Upsell add on or sides . 4Ask for there main meals 5Repeat the order back to the customers to ensure its correct 6Enter the order on pos system 7 Follow up during the meal , ask how everything is going 8Watch the table to see if they need refills or assistence Policy Policy Description DescrptionCrtical aspectHow the blaxland hotel takes orders while using upselling techniques and providing great customer service. Monitoring Methods; guidelines to ensure compliance. To ensure compliance the following methods are to be used to monitor and evaluate the use and effectiveness of this procedure/policy. Monitoring Tools No.DescrptionPosition responsible for its useHow the information gained will be acted on to ensure compliance and continuous improvement.1Customer Feedback Form /SurveyF&B attendant/shift supervisor/cashierMonitor the feedback give and improve through obserbing staff and giving them the corrective feeback to improve customer service2Observation checklistQuality team member (Continuous Improvement team) 3Debriefing team discusion after shift close on the implementation of the new policy/ procedureQuality team member (Continuous Improvement team) 4Report on verbal comments made by external customers.F&B attendant/shift supervisor/cashier Blaxland Hotel Blaxland Hotel Ambassador Restaurant Policy/Procedure 2 Polciy 2: Food Safety: Receipt of Good Policy & procedure About this policy Purpose: The purpose of this document is to outline the procedures that must be followed during the process of receiving and accepting goods into the business. Application: The Blaxland Hotel Receipt of Goods Policy applies to all kitchen staff as well as the floor manager. It is the expectation that the listed staff follow this policy where appropriate. In the instance where an employee does not follow this policy, the employee will be subject to relevant consequences such as written warnings, disciplinary review, suspension, and in extreme cases, termination. Authorisation and review: This policy has been authorised by the restaurant manager of Blaxland Hotel The Blaxland Hotel Receipt of goods Policy is to be reviewed on an annual basis by the restaurant manager. During the review process, the manager of blaxland hotel will be required to review the current policy and update it with any new or relevant information that has been found through internet research or sent to the business via industry association newsletters. Location: The Blaxland Hotel Receipt of Goods Policy will be provided to all relevant staff during their induction process within their staff handbook. The policy will also be accessible via The Blaxland Hotel staff intranet within the documents and policies tab. There will also be a hard copy of this policy that will be kept on site in the manager’s office. If at any point the policy is updated or altered in any way, all relevant staff will be notified and required to review the changes and sign off to show understanding. Defintions: TermDefinition Standards; guidelines for consistency and reliability. To maintain the consistency and reliability of the use of this procedure/policy the following standards apply; Procedure Procedure description StepDescrptionCrtical aspect1Match good to purchase order, including description and quantity . 2Check goods are not damaged , out of date and temperature is correct below 5 degrees for fridge items and frozen food – 18 degrees . 3Log received items into the blaxland hotel management system . 4Get new stock unpacked and organised in the bar 5Forward the invoice to accounts payable 6 7 8 Policy Policy Description DescrptionCrtical aspectThis policy is used to insure all food and beverages are being stored correctly .Check tempeture of fridges Monitoring Methods; guidelines to ensure compliance. To ensure compliance the following methods are to be used to monitor and evaluate the use and effectiveness of this procedure/policy. Monitoring Tools No.DescrptionPosition responsible for its useHow the information gained will be acted on to ensure compliance and continuous improvement.1Customer Feedback Form /SurveyF&B attendant/shift supervisor/cashierMonitor the feedback give and improve through obserbing staff and giving them the corrective feeback to improve customer service2Observation checklistQuality team member (Continuous Improvement team) 3Debreing team discusion after shift close on the implementation of the new policy/ procedureQuality team member (Continuous Improvement team) 4Report on verbal comments made by external customers.F&B attendant/shift supervisor/cashier Blaxland Hotel Blaxland Hotel Ambassador Restaurant Policy/Procedure 3 Policy 3 : Responsible Service of Alcohol Policy About this policy Purpose: The aim of this policy is to ensure that The Hospitality Co-operative meets and complies with the objectives of the Liquor Act 2007 (NSW). In doing so, The Blaxland Hotel aims to: • Minimise the harm associated with misuse and abuse of liquor (including harm arising from violence and other anti-social behaviour). • Encourage responsible attitudes and practices towards the promotion, sale, supply, service and consumption of liquor. • Ensure that the sale, supply and consumption of liquor contributes to and does not detract from, the amenity of community life. • The Blaxland Hotel is committed to providing a safe, relaxing and enjoyable environment for employees, members, guests and the surrounding communities of our venues. The Blaxland Hotel is committed to providing a safe, relaxing and enjoyable environment for employees, members, guests and the surrounding communities of our venues. Application: This policy applies to all staff, customers, contractors and suppliers. Authorisation and review: This policy has been authorised by the restaurant manager of Blaxland Hotel The Blaxland Hotel Responsible Service of alcohol Policy is to be reviewed on an Quartarly basis by the restaurant manager. During the review process, the manager of blaxland hotel will be required to review the current policy and update it with any new or relevant information that has been found through internet research or sent to the business via industry association newsletters and with new laws Location: The Blaxland Hotel Responsible Service of alcohol Policy will be provided to all relevant staff during their induction process within their staff handbook. The policy will also be accessible via The Blaxland Hotel staff intranet within the documents and policies tab. There will also be a hard copy of this policy that will be kept on site in the manager’s office. If at any point the policy is updated or altered in any way, all relevant staff will be notified and required to review the changes and sign off to show understanding. Defintions: TermDefinitionIntoxicationA person who presents with speech, balance, coordination or behaviour noticeably affected and it is reasonable, in the circumstances, to believe that this is due to the consumption of alcohol.RSAResponsible service of alcohol. Standards; guidelines for consistency and reliability. To maintain the consistency and reliability of the use of this procedure/policy the following standards apply; The Hospitality Co-operative will refuse sale, supply and service to: • Anyone who is under the age of 18. • Anyone who appears under the age of 18 without acceptable evidence/proof of age. • Customers who are at risk of undue intoxication. • Customers who are intoxicated, or whose conduct is violent, indecent and or quarrelsome. • Customers who are suspected of using or selling substances that are believed to be illicit drugs. Procedure Procedure description StepDescrptionCrtical aspect1Unduly Intoxicated & Disorderly PatronsAll staff are trained in identifying signs of undue intoxication; unduly intoxicated persons will not be served; management supports staff who do not serve unduly intoxicated patrons; unduly intoxicated patrons will be asked to leave the premises, all efforts will be made by management and staff to ensure unduly intoxicated persons receive a safe mode of transport from the premises e.g. taxi, all staff actively monitor levels of undue intoxication of all patrons, management do not support drinking practices such as binge drinking or encourage irresponsible consumption practices; management seeks to meet its duty of care obligations to all patrons.2SecurityManagement only employ licensed crowd controllers; a register and copy of current licences are kept by management, crowd controllers will ask unduly intoxicated patrons to leave the premises if required, crowd controllers will assist in obtaining a safe mode of transport from the premises for unduly intoxicated patrons, all crowd controllers will act respectfully towards patrons at all times, crowd controllers will not use excessive force to remove patrons, protocols for refusing entry to premises will be displayed in the foyer area such as dress codes, behaviour, CCTV is operational within the club premises and tapes will be held for 28 days.3Staff Training Management encourage staff to be trained efficiently and effectively for their job and continue to update their skills as the industry progresses. Management ensure all staff are trained in Responsible Service of Alcohol. All staff have signed this policy and agree to abide by its contents. A register is kept to ensure all staff have read and understand this policy. Regular staff meetings are held to ensure staff are kept informed of changes within the industry, records are kept of all meetings including attendance. Staffing levels behind the bar will be monitored at all times to ensure responsible service of alcohol is enforced and to clear empty cans, bottles and glasses to ensure a safe environment for all patrons.4Responsible Hospitality PracticesWe provide free water to all customers by way of drinking fountains located throughout the Club or bars or bottled water at a reasonable price. We provide non-alcoholic and low alcohol drinks. We promote awareness of drink spiking issues. We encourage patrons to monitor and control their consumption of liquor. We will supply liquor in standardised quantities that can be recognised by patrons. We will serve half measures of spirits on request. We will deter patrons from rapid or excessive alcohol consumption. We will permit the sale of shots and cocktails We will not permit the sale of jugs of spirits nor will bulk ordering of liquor be permitted at closing time or during Happy Hours.5Noise and Amenity We respect our neighbours and ask our patrons to respect their privacy when entering or leaving the premises We will monitor entertainment and patron noise to comply with all prescribed noise levels. We scrutinise behaviour in and around the vicinity of the premises. We maintain an incident register, recording all incidents on and around the premises. We can organise taxis (or courtesy bus if available) transport if required. We have provided appropriate lighting around the venue for your comfort and safety. We have a fire safety evacuation plan which is maintained and reviewed on a regular basis. Policy Policy Description DescrptionCrtical aspectResponsible service of alcohol policy for staff to follow accordingly following the correct law and regulationsManagement keep a record of staff RSA’s and remind them when their licence is expiring . Monitoring Methods; guidelines to ensure compliance. To ensure compliance the following methods are to be used to monitor and evaluate the use and effectiveness of this procedure/policy. Monitoring Tools No.DescrptionPosition responsible for its useHow the information gained will be acted on to ensure compliance and continuous improvement.1Customer Feedback Form /SurveyF&B attendant/shift supervisor/cashierMonitor the feedback give and improve through obserbing staff and giving them the corrective feeback to improve customer service2Observation checklistQuality team member (Continuous Improvement team) 3Debrefiing team discusion after shift close on the implementation of the new policy/ procedureQuality team member (Continuous Improvement team) 4Report on verbal comments made by external customers.F&B attendant/shift supervisor/cashier Implementation Strategy; No.Descrption1 2 3 4 5Timeframes What (use list in methods) and when (timeframe) Monitoring Tool 1; Customer Feedback Form/Survey CUSTOMER FEEDBACK FORM/SURVEYRating scaleNeeds improvement 1Average 2Good 3Excellent 4FoodQ1.How would you rate the portion size (appropriate size and consistent)?1.2.3.4.Q2. How would you rate the presentation of the food ?ge 1.2.3.4.Q3. How would you rate the taste of the food? (too salty, under seasoned, too spicy?)1.2.3.4.Q4. How would you rate the speed of service? (Do you have to wait forever for your food?)1.2.3.4.Customer ServiceQ5. How would you rate the friendliness of our staff?1.2.3.4.Q6. How would you rate the staff’s product knowledge?1.2.3.4.Q7. How would you rate the efficiency of the staff?1.2.3.4.Q8. How would you rate the appearance & cleanliness of staff and their work areas?1.2.3.4.Policies, Procedures and SystemsQ9. How would you rate the use of Policies Procedures and Systems? (are the staff as a team consistent in the way they provide customer service)1.2.3.4.Q10. How would you rate the quality of the policies and procedures? (are there enough? Do the staff appear confident and well informed in the way they provide customer service.1.2.3.4.Q11. How would you rate the efficiency of the systems in the workplace?1.2.3.4.Q12. How would you rate the level of work place health and safety demonstrated by staff during service?1.2.3.4.Please describe any other areas where the business could improve: Monitoring Tool 2; Observation checklist Day: Date: Shift: Lunch Customer service checklist (OA-Observation Area)YesNoFood OA1 Consistently appropriate portion size? OA2 Is the food presented well? OA3 Is the food seasoned well? OA4 Is the food hot enough? Customer Service OA5 Were the staff friendly? OA6 Did staff have good product knowledge? OA7 Were the staff efficient? OA8 Were the staff presentable & maintain a clean workspace? Policies, Procedures and Systems OA9 Do the staff consistently use procedures and policies? OA10 Are the policies and procedures used of high quality? OA11 Are the policies and procedures efficient? OA12 Are the staff following policies and procedures safely? Other areas identified as needing improvement: Monitoring Tools 3; Debrefiing team discusion after shift cloe on the implementation of the new policy/ procedure – create 4 questions to ask in the meeting.( internal customer focus) Monitoring Tools 4; Report on verbal comments made by external customers. Create 3 questions you might ask of guests to generate feedback on satisfaction levels that relate to new procedures Appendix A – Monitoring log record Table 3 Monitoring log record Service periodPolicy/Procedure and monitoring methods used during service periodService issues, incorrect procedures, challenges, disputes and problems that you dealt withDate: Number of staff: Number of covers: Date: Number of staff: Number of covers: Date: Number of staff: Number of covers: Date: Number of staff: Number of covers: Evaluation and continuous Improvement Analysis. Monitoring Results (Import Screen shot of Customer Feedback Form/Survey results graph here) (Import Screen shot of Observation Checklist results graph here) Discussion and analysis of results; Using the data collected from the monitoring tools summarise your findings and compare the results with your intial research. Discuss the effectiveness of customer services practices as a result of the implemenation of the new policies/procedures and identify areas of improvement. This can include any Systemic problems that still need adjustment (where the new policies/procedures may have failed to address the “Root” cause. Feedback for continual improvement ; Methods use to continue to seek feedback from staff and customers. The 4 methods are; No.DescrptionPosition responsible for its useHow the information gained will assist and support continual improvements to service standards for the restaurant. 1 2 3 4 Continual Improvement.Summary of required Improvements to Policies/procedures. Policy/procedure adjustments. (copy original policy/procedure below and make adjustements)Policy/Procedure 1 Policy/Procedure 2 Policy/Procedure 3 Strategies for comminicating new revised/adjusted policy/procedures to staff. No.StrategyPosition responsibleBenefit 1 2 3 4
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