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Procedure description – My Assignment Tutor

Procedure description – My Assignment Tutor

November 23, 2021 by B3ln4iNmum

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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