WELCOME
3
INTRODUCTION
6
VALUES/CULTURE
14
HOUSE POLICY
15
PERSONAL DEVELOPMENT
17
ON THE JOB
19
COMPLIANCE & SECURITY
22
DECLARATION
23
DID YOU UNDERSTAND?
TABLE
OF
CONTENTS
2
EASTERN HOTELS GROUP | SHOAL BAY COUNTRY CLUB | EMPLOYEE HANDBOOK
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WELCOME TO THE EASTERN HOTELS GROUP
CONGRATULATIONS on being selected to join the Eastern Hotels Group team and thank you for choosing to be part of our journey. This handbook sets out the expectations and standards of our group and begins to provide you with the necessary information and tools to undertake your role. The Eastern Hotels Group has high aspirations and strives to be industry leaders in the hospitality sector with high quality staff, products, services and facilities. We want to be the best by offering the best to our guests and employees. Welcome aboard!
EASTERN HOTELS GROUP | SHOAL BAY COUNTRY CLUB | EMPLOYEE HANDBOOK
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INTRODUCTION TO SHOAL BAY COUNTRY CLUB
WHO ARE WE? Eastern Hotels Group own and operate a range of hospitality establishments including Shoal Bay Country Club Shoal Bay. The venue offers a fusion of award winning restaurants, bars, entertainment and flexible function rooms that cater for all business and social requirements alike. With an enviable beachfront location and spectacular views of Shoal Bay, the headlands and the waters of Port Stephens, the Shoal Bay Country Club, rich in history, is an East Coast icon that has been held in the hearts of Australian families since 1934.
OUR MISSION STATEMENT “To WOW every guest with our service and offerings, leaving them with amazing Shoal Bay memories”
EASTERN HOTELS GROUP | SHOAL BAY COUNTRY CLUB | EMPLOYEE HANDBOOK
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Shoal Bay Country Club offers guests:
BEACH BAR As you set foot into Shoal Bay Country Club, you are welcomed by our beautiful Beach Bar. Framed by window front booth seating and with a 1950s feel, the Beach Bar is the perfect waterfront space to hold your next gathering or to enjoy food or a drink in the company of good friends and family.
CANE LOUNGE A classic piece of Shoal Bay history has been revitalised with the return of the Country Club’s Cane Lounge. Adorned with curated cane furniture and stylings, Cane Lounge is a wonderful space to host your next intimate event or to simply have a cocktail with the girls
THE COURTYARD As we venture outside, we reach The Country Club’s breath-taking Courtyard. Courtyard is the largest beer-garden in Port Stephens and is truly an outdoor oasis. The Courtyard is the perfect large format function space to host a remarkable event experience and is home to a lot of our afternoon entertainment
CHILDREN’S AREA Looking for a child friendly venue or a place to keep the kids occupied? Well, adjacent to Courtyard we have our Kid’s Playroom. The Playroom is decked out with state of the art entertainment technology, including a 3D motion-detection virtual playground! We’re making kids entertainment lively, hygienic and above all, breathlessly fun
THE PATIO & THE KITCHEN The Country Club’s jewel in the crown is our famous Patio terrace. Situated on level one, The Patio is Shoal Bay’s premier waterfront position. With stunning, uninterrupted views across Shoal Bay and the majestic Port Stephens headlands, our Patio balcony is the perfect spot for a sophisticated function or just to enjoy a meal with a beer, wine or cocktail The Kitchen is situated next to the Patio and is the perfect spot for lunch, dinner or a snack as you look over Shoal Bay’s crystal-clear waters. With a huge wood fire pizza oven sourced directly from Italy, The Kitchen serves up one of Australia’s largest hotel food menus, from pizza, to amazing local seafood and premium grade cuts of meat, there is something for everyone to enjoy in The Kitchen. You can enjoy this relaxed dining experience inside, or outside on The Patio
EASTERN HOTELS GROUP | SHOAL BAY COUNTRY CLUB | EMPLOYEE HANDBOOK
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MERMAIDS CAFÉ From our own coffee blend, uniquely designed for The Country Club, to our delicious food menu, Mermaids is the place for Shoal Bay’s best breakfast. In the mood for coffee and cake? From midday Mermaids serves up delicious cakes, scones, gelato and more in to the evening
AUDITORIUM The Country Club Auditorium is a cutting-edge music facility equipped to handle the biggest and best artists from live bands to DJs. The Auditorium is a large space capable of holding up to 1000 people. We look forward to delivering some of the best artists from Australia and abroad!
EVENT SPACES Shoal Bay Country Club holds Port Stephens most diverse and accommodating function rooms. With spectacular, waterfront views and with each space offering its own unique features, SBCC has something to suit everyone’s needs. Whether you’re hosting a birthday or an extravagant wedding or conference we are the perfect destination for all occasions Our website address is: www.shoalbaycountryclub.com.au
OUR CULTURE The ultimate working culture we strive to create is summed up in one of our core values, to ‘Build a positive team and family spirit’. We want everyone in our team to watch out and care for each other and trust each other. Beyond this, we want to create a meaningful work experience through: 1. Contributing positively to other people 2. Creating something excellent and enduring 3. Continual learning and developing ourselves and others
EASTERN HOTELS GROUP | SHOAL BAY COUNTRY CLUB | EMPLOYEE HANDBOOK
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SHOAL BAY COUNTRY CLUB VALUES & CULTURE OUR CORE VALUES
EASTERN HOTELS GROUP | SHOAL BAY COUNTRY CLUB | EMPLOYEE HANDBOOK
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TEAMWORK Efficient running of the bar and venue relies upon teamwork among all members of staff. No one is employed to be one dimensional. We expect that all aspects are covered despite where you are rostered. Teamwork is also critical in the fastpaced environment we work in. Communication and the ability to adapt to every situation, keeping yourself busy and productive are the key points of any staff member looking to make an impact. We believe our staff are our business and without great, hardworking and communicating staff our business will not exist.
SEQUENCE OF SERVICE / EXPECTATIONS Always remember… The customer is the most important visitor in our premises. They are not dependent on us, we are dependent on them. A customer is not an outsider in our business, they are a part of it. We are not doing them a favour by serving them, they are doing us a favour by giving us the opportunity to do so.
OUR GOAL To deliver true hospitality in a casual, friendly and fun manner, leaving every guest with a positive and lasting impression.
ARRIVE TO WORK Always arrive to work prepared and ensure you are in your department a minimum of 5 minutes before rostered start time. Personal Presentation & Preparation •
SBCC Staff T-Shirt, clean and ironed
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Neat Denim Jeans
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SBCC Apron
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Clean white non-slip shoes
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Minimal jewellery (wedding/engagement ring, single necklace)
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Long hair to be tied back
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Clean and trimmed nails
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High personal hygiene at all times
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Have a pen and bar blade on you always
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Mobile phones are never to be on your person or in your service department
EASTERN HOTELS GROUP | SHOAL BAY COUNTRY CLUB | EMPLOYEE HANDBOOK
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BE PREPARED •
Check in with manager/supervisor regarding shift duties, section allocation, any bookings etc. Ensure run sheets are read thoroughly & understood, if unsure of anything always ask
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Ensure you stick to your allocated section & duties for the shift
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Familiarise yourself with any events, specials or promotions for the day
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Check food & beverage specials & for anything the kitchen may be out of
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Do not leave your allocated section without permission from your manager or supervisor, this includes toilet breaks and no quick cigarette breaks (this can be done on your allocated break)
VENUE PRESENTATION & SHIFT PREPARATION •
Ensure you have ample napkins, cutlery, sauces, clean menus, cleaning & polishing cloths
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Always anticipate busy trade and prepare accordingly before the rush
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Check all tables are satisfactory, perfectly clean, set and chairs pushed in neatly being parallel to table
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Check the floor for any rubbish and ensure all cupboards are closed properly
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Check toilets smell fresh, floors clear of rubbish and stocked with toilet paper and hand towels
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Check lighting levels, music playlist & volume, smell & temperature and inform managers of any changes required
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Straw caddies, coasters are sufficiently stocked and plenty in reserve in storage areas
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Water Station is clean with fresh water and polished glasses are sufficient
EASTERN HOTELS GROUP | SHOAL BAY COUNTRY CLUB | EMPLOYEE HANDBOOK
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GREETING & ACKNOWLEDGEMENT Aim to greet the customer within 5 seconds of entering our venue and every time they approach the bar or service area Not only our first impression but every impression on every guest needs to be positive in order for them to want to return and recommend us to others •
Welcome the guest in a warm friendly manner remembering to show some personality and more importantly, show enthusiasm
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Treat them like you would a friend, make eye contact, use their name if you know it & always smile
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Address the guest using either o Hi there, how can I help you? o Hi there, is there anything I can get for you? o NEVER “WHAT DO YOU WANT”?
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This will help establish why they are here and are open questions to which will offer more conversation Direct accordingly and accompany them when possible
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3 Question Challenge!! Try and always ask 3 questions, how are you? How has your day been? Are you on holiday? How can I help you? Etc. This will build a quick genuine rapport with the guest
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Use initiative at all times, if a patron is looking around they obviously need assistance, act on it straight away
ORDERS This should be taken as soon as the guest arrives at the bar. If there is going to be a wait, acknowledge the guest by saying; •
“I’m sorry, I’ll be with you in just a minute.”
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Making eye contact, smile and nod to acknowledge their presence
Either of these gestures will indicate to the customer, that they have been noticed, and can expect to be served shortly
WHEN TAKING A DRINK ORDER •
Always repeat it before making the drinks
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Enter items into the till and tell the customer the price before taking their money
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Know your pricing, time is money & every second counts especially in peak trade times
EASTERN HOTELS GROUP | SHOAL BAY COUNTRY CLUB | EMPLOYEE HANDBOOK
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DRINKS SERVIVE •
Know all products and prices
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Never have your back to the customer when pouring a drink
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Wines: check wine glass is clean, place glass on bar and pour in front of customer to plimsol line
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Tap Beer: ensuring 2 “pulls” whilst pouring a schooner or a middy. Head size should always be 2cm
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Ask what brand of spirit they would like & try and upsell, know your spirits
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Never handle glassware near the rim, always handle by the base (customer owns top 2/3 of every glass)
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Spirits full of ice, makes for a stronger mix as intended. Always use a jigger and ask if they would like garnish
WHEN TAKING A FOOD ORDER •
Know your menu
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Enter buzzer or stand number as soon as you place it on the bar, then proceed with the order
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Always try and upsell…“Would you like any sides with your order?”
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Repeat the whole order back to the customer
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Double check the buzzer number has registered on the POS
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Only when you are 100% sure it’s all correct do you finalise the sale
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“Kitchen / customer instructions” entries need to be precise
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Ensure you press YES to last order prompt so docket prints to kitchen
SERVICE OF FOOD •
Know your menu so you are able to answer all questions
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Ensure there is ample cutlery and napkins on the table for the group size
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Approach the guests table and excuse yourself for interrupting any conversation, always name each dish to establish who is having what
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Place meal in front of guest from the left hand side wherever possible
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Ask if the guest would like anything else to accompany their meals
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Finish with “Enjoy your meals”
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Whenever possible check back on the table 2-5 minutes after you have delivered the meals to ensure that everything is ok
EASTERN HOTELS GROUP | SHOAL BAY COUNTRY CLUB | EMPLOYEE HANDBOOK
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CLEANING THE FLOOR •
Do not leave the bar unattended, use common sense, if there are 2 people behind the bar with no one to serve, 1 must move onto clearing the floor
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Always tell your supervisor you are leaving the bar to clear tables, gather glasses etc.
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Approach a table ask if the guest has finished, always ask how did you enjoy your meals? May I clear your plates?
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Any feedback should be reported to the manager on duty. All negative feedback should be reported and handled by managers ASAP
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Any “send backs” need to be showed to the kitchen lead Chef and managers... Do not throw it out until it’s been reviewed
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Clear plates neatly and quietly, carry only what you can handle
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Tables must be wiped after being cleared and the floor and furniture must always be checked, chairs pushed in and all tableware caddies reset, also check and clear the floor of any rubbish
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Never forget out the front, straighten furniture and check for general rubbish, ensure front windows are clean, this area is our first impression and attracts potential customers walking past
DEALING WITH COMPLAINTS •
We must take every complaint very serious, you must listen carefully looking the customer in the eye as they want to know they are being heard
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Never dismiss or disagree and always be respectful to their complaint regardless of any opinion you may have
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It is important you are confident in dealing with complaints in a prompt, friendly and satisfactory manner wherever possible, rather than the customer waiting to speak to a manger and getting more frustrated
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Simple complaints should be quick and easy such as wrong des or sauces, just bring them another side or sauce and apologise
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A manager must be notified of every compliant when it happens to establish if more needs to be done to ensure the customer is satisfied
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All serious complaints where by meals need to be refunded must only be handled by a manager or supervisor
EASTERN HOTELS GROUP | SHOAL BAY COUNTRY CLUB | EMPLOYEE HANDBOOK
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WAIT TIMES •
We aim for no longer than 20minutes from the time of you taking the order. If for any reason our wait times are longer the customer must be notified
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This means you must place the order through the till immediately after taking it
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If you see a table getting agitated check that the kitchen has the docket, ask the wait time and inform the guest of how much longer it will be to settle them
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For extended wait times check with Manager if further action needs to take place. i.e. comp drink
ANTICIPATION •
Know your guests and anticipate their needs, if a drink is almost finished offer another
•
Listen to guests communicating and look to identify any occasions being celebrated in the venue, show them some extra love
BAR CLEANLINESS •
Always ensure bar top is spotless & dry for guests
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Ensure there is zero clutter in the customers line of sight
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Always return bottle, bar tool etc to its location/where you got it from
TAKING PAYMENT Inform guest of purchase amount •
Cash o Notes are to be dry and placed neatly in the till (note window top right). Take your time and be careful not to give the wrong change
•
Eftpos o Always ensure transaction is approved, follow any signature instructions and ensure only these merchant copies are kept neatly in tray and offer the customer a copy of the receipt
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Room Charge o Always ensure room number and name matches & guests MUST sign the docket
•
TABS o Always have guest check & approve their receipt before doing transaction
EASTERN HOTELS GROUP | SHOAL BAY COUNTRY CLUB | EMPLOYEE HANDBOOK
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WASTAGE •
All wastage is to be entered immediately onto the wastage sheets provided in each bar
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Fill in each section for the date, product (including brand), reason for wastage, amount wasted, and your name. Never be afraid to write up mistakes
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Everything you dispense must have a transaction record against it otherwise is lost stock and will appear in variance reports
ASKING FOR HELP •
In order to provide the level of service we expect it is crucial you call for help in busy periods and not try and take it all on yourself
•
All managers have the same goal and their priority is always on customer service, everything else can wait so please ask for help when required
THANK YOU, GOOD BYE, FAREWELL, SEE YOU LATER: Thank the guest after every transaction. If the guest is leaving the venue, ensure you farewell them using their name wherever possible and say, “Thank you, we hope to see you soon”. If they are out of earshot, wave to them and acknowledge that they are leaving
EASTERN HOTELS GROUP | SHOAL BAY COUNTRY CLUB | EMPLOYEE HANDBOOK
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HOUSE POLICY It is our goal to serve all customers in a friendly and professional manner
If you are drunk, disorderly or violent we will ask you to leave, If you fail to leave when asked we will be forced to notify the Police
From 10pm Friday & Saturday nights (& special event dates) Beer and Spirits will only be served in polycarbonate vessels and we do not serve shots or doubles
From 11pm no more than 4 drinks or the contents of a bottle of wine will be served
We have a ZERO tolerance policy towards drug use Any Patron caught carrying or consuming prohibited drugs on the premises will be removed and detained for the Police
We would ask that you respect our neighbours and keep noise to an absolute minimum when entering & leaving the venue
EASTERN HOTELS GROUP | SHOAL BAY COUNTRY CLUB | EMPLOYEE HANDBOOK
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PERSONAL DEVELOPMENT
COLLECTIVE AGREEMENT An Employee Collective Agreement or E.C.A. is in place throughout the Eastern Hotel Group. The E.C.A dictates all conditions of your employment and a full copy is available at each venue for staff.
LETTER OF OFFER A letter of offer is prepared for each employee. It outlines your working conditions in direct relation to your employment, this is delivered via email and through the Flare HR platform
INDUCTION As a pre-requisite, all new employees will be provided with an induction of the policies of the organisation via email upon employment; a site tour (on boarding) and safety responsibilities will also be conducted at your venue.
CAREER PROGRESSION Career progression means different things to different people. Whatever your ambitions are, we will do our best to accommodate your career preferences. Being a family owned and operated business we like to take the approach of promoting from within wherever we can
TRAINING AND DEVELOPMENT POLICY Shoal Bay Country Club supports the on-going development and training of its employees, therefore all FOH staff are signed up to certificate 3 in hospitality and all training sessions will be paid rostered shifts for casuals We believe that by identifying and training staff with a positive attitude and approach to work as well as the desire to succeed in hospitality professionally can only be beneficial to our group and our employees. It is these fundamentals on which we want to differ from our competitors. At the end of the day our staff and management are the building blocks for our group and the more tools we supply you the better the foundation of the company. EASTERN HOTELS GROUP | SHOAL BAY COUNTRY CLUB | EMPLOYEE HANDBOOK
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ROSTERING & ATTENDANCE
CLOCK IN AND CLOCK OUT PROCEDURE At the Eastern Hotels Group, we use Deputy to record shifts worked through The Kiosk (IPAD). TO AVOID INCORRECT PAYMENT ALWAYS CLOCK ON and OFF for your shifts and breaks.
AVAILABILITY If employees have family and or study commitments, the Eastern Hotels Group will attempt to accommodate them as best as possible, considering the operation requirements of the business. Rosters will be done at least a week in advance. To request a specific day off you will need to make a request via the Deputy application with an explanation. ALL STAFF are responsible for managing their own availability and ensuring all changes are approved by a Manager
SHIFT SWAPPING In the event of an emergency any shift swaps must be approved by a manager prior to the shift to ensure that the shift is covered by a suitable staff member. It is a minimum requirement that shift swaps are communicated 24 hours prior to shift commencement.
PUNCTUALITY Please be punctual when commencing your shift. The start time as it appears on the roster is the time you are expected to be at your work station ready to carry out your duties, we recommend you arrive 10minutes early to each shift If you are unable to commence your shift on time, you must phone the Duty Manager to advise them of the delay.
EASTERN HOTELS GROUP | SHOAL BAY COUNTRY CLUB | EMPLOYEE HANDBOOK
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BREAKS All staff are entitled to a break after 6 hours work. Breaks are managed venue wide by the manager on duty and in line with what is best for the business and ALL the staff on duty. Never leave your bar or floor without asking you managers first. Never take your break without asking your manager first. Under no circumstances are you to walk off the floor or out of the bar to the bathroom, break room or any other location without your manager being aware.
ROSTERING AND ATTENDANCE
EASTERN HOTELS GROUP | SHOAL BAY COUNTRY CLUB | EMPLOYEE HANDBOOK
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ON THE JOB
WORK AREAS Employees are not permitted to smoke, eat, drink, chew gum or read non-work related materials in service areas unless otherwise specified. It is important to ensure the tidiness of your work area and leave the work area as you would like to find it. Employees are expected to remain in their designated workstation during shift and must seek approval from the Duty Manager to leave their workstation.
PERSONAL TELEPHONE CALLS While on duty, you are not permitted to make or receive personal telephone calls through either the clubs’ telephone system or a mobile phone. Personal calls may only be made on public or mobile phones during rostered break times. The only exception to these rules will apply in an emergency. Employees are not permitted to use OR carry a mobile phone while on duty
EASTERN HOTELS GROUP | SHOAL BAY COUNTRY CLUB | EMPLOYEE HANDBOOK
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COMPLIANCE & SECURITY
RESPONSIBLE CONDUCT OF GAMBLING (RCG) All staff who work in the gaming room must have completed an R.C.G. course approved by the Office of Liquor, Gaming & Racing (OLGR) An R.C.G. is a condition of employment in this department of the business; details of accredited courses are available on request or on the OLGR website. Gaming staff are to regularly familiarise themselves with the Gaming Self-Exclusion Book to ensure a self-excluded patron does not enter the gaming area. If a selfexcluded patron does enter a gaming room a manager must be informed immediately so the matter can be dealt with discreetly. If a patron asks you for information regarding self-exclusion or wants to exclude themselves, please give them a Game care card which are on every machine and inform a manager. Please be as discreet as possible. Maximum cash payout must not exceed $5,000 and photo ID must be presented for cheque payment. There is a list of compliance points for gaming in the venue Compliance folders Employees are not permitted to gamble, regardless of whether they are on or off duty at no point is any employee permitted to play the gaming machines
TAB Shoal Bay Country Club also operates TAB facilities and the TAB Basics course will need to be completed for all employees engaged with the TAB
EASTERN HOTELS GROUP | SHOAL BAY COUNTRY CLUB | EMPLOYEE HANDBOOK
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RESPONSIBLE SERVICE OF ALCOHOL (RSA) You must have completed an R.S.A course approved by the Office of Liquor, Gaming & Racing (OLGR). It is a condition of employment and no exceptions will be made. Information on whether your training provider is accredited by OLGR, or if your R.S.A. is valid, can be found by either consulting a manager or via OLGR’s website www.olgr.nsw.gov.au. Always be on the lookout for patrons who may be showing signs of being affected by drugs or alcohol and inform your supervisor, manager or security on duty. OLGR’s guidelines on intoxication are available on request in the office and are also available on their website. If a patron has been deemed intoxicated it is against the law for them to stay on the premises
DRUGS AND ALCOHOL Employees must not present for work under the influence of alcohol or illicit drugs. Under no circumstances is it permissible for an employee to consume alcohol or illicit drugs whilst on their rostered shift. This includes during meal breaks. If you are taking prescription drugs or any other medication that could potentially affect your performance or affect the safety of you or others, you are required under WH&S legislation to advise the Duty Manager or the People & Learning Department. If you observe another employee consume drugs or alcohol, or appear to be under the influence of drugs or alcohol, you are obliged to report this to the Supervisor or Duty Manager
SMOKING Employees are only permitted to smoke during rostered break times. Smoking is only permitted in the designated staff smoking area and never to take place in view of guests
ARMED HOLD-UP ALARMS AND ARMED ROBBERY Training in regard to armed hold-up procedures will be provided through face to face training during induction & also discussed in staff meetings In the unlikely event of an armed robbery, all employees are to ensure they act with total responsibility toward the safety of yourself, patrons and fellow employees During an armed robbery: • Place hands slowly & calmly in the air so robber does not get startled and react dangerously •
Obey the robber’s instructions. Do what you are told and nothing more
EASTERN HOTELS GROUP | SHOAL BAY COUNTRY CLUB | EMPLOYEE HANDBOOK
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• Do not make eye contact or speak unless asked •
If told to fill a bag with your float do so as quickly as possible
If you are an observer to the robbery: • If you are out of danger, stay out of danger After the robbery: • The Duty Manager or Supervisor will phone the police as soon as possible calling 000 • If able to do so safely, observe the escape route taken and note the details of any vehicles used • Keep other patrons and employees away from the hold-up area as this is a crime scene • Write down your account of the incident as soon as possible Remember, no amount of money is worth a life. Your safety and that of your colleagues and Club patrons must be the first consideration at all times.
Please print pages 22 to 24. Complete the information sections and submit to your manager.
EASTERN HOTELS GROUP | SHOAL BAY COUNTRY CLUB | EMPLOYEE HANDBOOK
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DECLARATION
I hereby acknowledge that I ______________________ have read and understand the Eastern Hotel Group employee manual and have a full understanding of the conditions and rules set above and emailed to the address supplied by myself to the venue. I understand that failure to abide by the aforesaid conditions could result in disciplinary action, and possibly termination of employment.
Employee Name:
Position:
Signature:
Date:
EASTERN HOTELS GROUP | SHOAL BAY COUNTRY CLUB | EMPLOYEE HANDBOOK
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DID YOU UNDERSTAND?
Complete the above declaration & below questions to show you have read and understood the Shoal Bay Country Club values, policies and procedures, please submit this to Management prior to your first rostered shift
1. What is our “Service Goal”
2. What is our “Mission Statement”
3. How long before a shift should you communicate a shift change?
4. How long should it take to acknowledge a customer?
5. What is the first thing to do on the till when taking a food order?
6. If a customer complains what should you do?
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7. What should you do if you see a patron who may be showing signs of being affected by drugs or alcohol?
8. Where & when can I have a cigarette?
9. What should you do if you make a mistake in the service of a drink?
10. What is the maximum allowable cash payout in the gaming room?
Manager Name: Signature: Date:
EASTERN HOTELS GROUP | SHOAL BAY COUNTRY CLUB | EMPLOYEE HANDBOOK
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