W E L C O M E PA C K FRONT OF HOUSE
WELCOME TO THE PERFECTIONISTS’ CAFÉ… Inspired by Heston Blumenthal’s In Search of Perfection TV series, in which he examined every aspect of our favourite dishes in order to make them as delicious as possible, the Perfectionists’ Café offers an exceptional eating experience.
“You cannot achieve perfection because it’s entirely subjective. But as a perfectionist, you continually try to improve things, even if that means turning everything upside down and starting again. It’s an endless pursuit, but when you add to the mix a bit of our quintessentially British eccentricity, that’s when the fun really begins.” H E S TO N B LU M E N T H A L
“We work hard to create a professional and focused, yet fun and relaxed work environment. We definitely prefer the carrot to the stick and are here to support you in your work. All we ask is that you apply common sense and keep to these rules and we’ll get along famously!”
KEY HOUSE RULES ATTENDANCE
TIPS
1.
1.
Arrive on time for your shift with time to get changed and be ready for work.
2. Clock in once you are changed and clock out before you get changed at the end of your shift. 3.
Always ask your line manager if you can go on a break. Toilet breaks should be informed.
4.
If you are running late, please call your manager.
5.
Enter and shift swaps or holiday requests within the allotted timeframe, we cannot accept last minute changes other than for emergencies.
6. If late, please call the restaurant (02089767828) and ask to speak to the manager on duty. PERFORMANCE 1.
Leave your mood at the door, always project your happy, friendly and professional character.
2. Always allow guests to walk in front of you and pass first in corridors. 3.
Always adhere to our standard operating procedures for which you will receive training.
4.
Always follow directions given to you by your manager.
5.
Never walk past anything that is out of place, be it cardboard that needs to be crushed or a napkin that needs to be picked up. Everyone is responsible for keeping the restaurant neat and tidy.
2. All employees are entitled to participate in the Tronc scheme CONFIDENTIALITY 1.
FOOD & DRINKS 1.
Staff food will be provided daily but you may also bring your own food that can be kept in your locker and eaten during your break.
2. Only eat and drink (except water) during your break in the allocated areas. 3.
Staff may help themselves to staff drinks (cost price) and coffee (2 coffees a day) and tea.
You are required to sign a non-disclosure agreement to ensure that no documents, procedures, details, systems, passwords or professional conversations are passed on to third parties.
2. Always adhere to our social media policy (found below). PERSONAL HYGIENE & BELONGINGS 1.
When on shift, leave your personal belongings in your locker, including mobile phones. In case of emergencies, they can call the restaurant (02089767828).
2. Be aware of your hygiene, bad breath and B.O. 3.
Do not wear heavy makeup or perfume.
4.
Tattoos and body piercings are acceptable, however you may be asked to cover up/remove anything that the manager feels is inappropriate.
5.
Long hair to be tied up while on shift.
6. Always abide by our uniform policy, if uniform is missing, dirty or creased you may be asked not to work. 7.
6. All breakages and wastage must be recorded.
Cash tips to be kept by the waiter.
Nails longer than the finger tips are not permitted. Only CLEAR OR NATURAL nail polish is permitted.
CHANGING ROOM 1.
The staff room is a space for you to keep your belongings and get changed. Please keep it neat and tidy at all times!
THE OBVIOUS 1.
No drink and drugs on or before your shift.
2. Giving away stock for free constitutes stealing. 3.
Never be rude, abrupt or disinterested when serving a customer.
For a full list of house rules, see your handbook.
INCENTIVES We all need a good pat on the back from time to time. As part of The Fat Duck group, The Perfectionists’ Café brings you some awesome discounts. A reward and recognition programme and the opportunity for you to give feedback and comments on your jobs. SOME DISCOUNTS AND REWARDS
LONG SERVICE REWARDS
1.
1.
50% discount on food in the group restaurants (Excluding Dinner by Heston)
2. 40% discount on Sage products (www.sageappliances.co.uk) 3.
50% discount on all of Heston’s books
100% mystery shopper (attendance - 98% and above)
2. Employee of the month (needs 100% attendance) 3.
Outstanding performance (needs 100% attendance)
4.
Employee of the Year (to be chosen from the employees of the month)
RE PO RTI N G STRUC TU RE EXECUTIVE CHEF/ GENERAL MANAGER Belen Aloisi
RESTAURANT MANAGER
RESTAURANT MANAGER
Jose Cortes Martorell
Anaias JR Marigon
HEAD CHEF Jose Carlos Dos Santos
DEPUTY RESTAURANT MANAGER Gilbert Montefalcon SOUS CHEF Juri Dalle Nogare ASSISTANT MANAGER Hermesh Sonik
TEAM LEADER
JUNIOR SOUS CHEF
JUNIOR SOUS CHEF
JUNIOR SOUS CHEF
Mohammed Hossain
Melissa Asantewaah
Tabrez Kazi
Giuseppe Mura
GUEST JOURNEY The Perfectionists Café is all about delivering a fast service with fantastic food inspired by Heston’s books and TV programmes. As we want to take any pressure away from the guest that is about to get on a flight, we offer a relaxed atmosphere with fast, good and friendly service. Looking at the restaurant from the guests perspective is key to the success of The Perfectionists’ Café. We aim to exceed expectations in everything that we do. RELATIONSHIPS
CONNECTIONS
Making a meaningful connection with our guests is the first step towards building a relationship. Being on the guests side and showing empathy is key to exceeding expectations. Guests rely on you to ensure they have a great time at The Perfectionists Café, showing your character and personality is key to establishing a genuine relationship with your guests.
A percentage of our guest base is made up of repeat business meaning there is a huge amount of pressure on us to deliver consistency and a personal level of service. We are always looking at ways to improve our relationship with the guest. In order to do this, we look to obtain as much information as possible such as birthdays and personal preferences. The more information we collect, the more frequently we can make meaningful connections that make a guest feel good.
MEET & GREET If the hosts are all busy seating guests, it is everyone’s duty to greet our guests in a warm and friendly manner, even if you are not fully aware of how the meet and greet process works. The meet and greet process goes beyond their initial arrival and should be replicated at each stage of their journey, particularly on the bar and when seated at the table – a quick hello goes a long way if you do not have time to attend to them immediately.
ATMOSPHERE The Perfectionists Café has become renowned for always having a buzzy atmosphere and it is one of the main reasons that our guests come back to us time after time. We have achieved this by carefully selecting the music that we play, ensuring that the temperature of the restaurant is comfortable, carefully spacing the tables to ensure that it feels busy but guests have enough space and by controlling the restaurant lighting in the evenings to create ambience. A good atmosphere is also created by the attitude of the staff which is why we do everything with a smile on our face.
ATTENTION TO DETAIL
EXCEEDING EXPECTATIONS
Attention to detail is key to everything that we do and it is something that is relevant to every aspect of the guest’s journey. Attention to detail is all about achieving the simple things like the cleanliness of the building, extensive product knowledge and excellent table maintenance, but it is also about delivering the smaller details, such as being aware of the guest’s body language or refilling water before being asked. This can help to exceed the guest’s expectations. Your managers will constantly be looking at ways we can improve but the more eyes we have looking out for the business the more chance we have of success.
We have created a culture of going above and beyond for our guests in order to exceed their expectations, and with expectations very high, it is key that we try and accommodate their every request. If you ever need support, please look to management to assist.
OFFERING Our menus are always at the forefront of our mind and are constantly evolving as we look at ways to make our offering more attractive to our guests. We are extremely passionate about the quality of ingredients that we use and expect this passion to be passed onto the guest through informative service and good product knowledge. Whether from the bar or from the kitchen, The Perfectionists’ Café is renowned for its simple ingredients, using them well and delivering them in style. SUGGESTIVE SELLING Suggestive selling isn’t always about selling something extra or more expensive, it is about using your skill set to make an informed recommendation to improve the guest’s experience. We will provide you with all of the knowledge that is needed to achieve this, allowing you to make wine recommendations based on what they are ordering and help you to suggest certain dishes based on specific ingredients that a guest likes. There is nothing better than going to a restaurant and being guided through a menu allowing you to sample the best bits. DELIVERY & EFFICIENCY The Perfectionists’ Café is a restaurant that is constantly dealing with pressure as we work tirelessly to reach timing targets and this starts when we draw up our menus. It is important that you are aware of the timings of your tables and communicate any delays at the first opportunity. In order to be able to spend as much time focusing on the guests and their needs, you need to work efficiently and effectively. Never have empty hands and always have the next task in mind.
FAREWELL The farewell is just as important as the welcome. As with the meet and greet process, our dedicated team of hosts are on hand to ensure that this happens consistently. The farewell process also gives us the opportunity to get feedback which needs to be communicated to your managers, especially if the guest has not had a positive experience. PRODUCT KNOWLEDGE We use a variety of products across our menus, be it on our à la carte menu or wine and cocktail lists. The season will consist of multiple training sessions that will allow you the opportunity to gain the knowledge and confidence needed to make recommendations and to answer any questions that you may be asked about our menus. All staff should be able to answer any questions about the menus and the products used - it is our responsibility to train you and it is your responsibility to retain the information. PROBLEM SOLVING Problems do arise – it is how we deal with them that we get judged on. When problems do occur, big or small, the key is to remain calm and focus on the problem in hand. For lesser problems, we encourage you to try to deal with these immediately using your initiative and we can deal with the knock-on effect of your decision behind the scenes. For larger problems, your managers are there to support you and you should ask guests to bear with you while you seek their help. Communication is key, we are on the guests’ side and will strive to find a solution that goes above and beyond to exceed expectations. LASTING MEMORY The guest’s experience goes well beyond the restaurant itself and our goal is to create a lasting memory which is then shared with their friends and family. If we successfully deliver each stage of the guest’s journey, we remain at the forefront of their mind each time they fly from Heathrow.
BUSINESS METRICS We’d like to help you understand how our business works, the longer you work with us the more you will learn. Fundamentally it’s about being efficient and giving value. As we want to take any pressure away from the guest that is about to get on a flight, we offer a relaxed atmosphere with fast, good and friendly service. Looking at the restaurant from the guests perspective is key to the success of The Perfectionists’ Café. We aim to exceed expectations in everything that we do. FEEDBACK
WAGE BILL
Our reputation in extremely important to us and we are constantly reviewing guest feedback, be it positive or negative in order to make improvements. Our staff are at the heart of helping us achieve good feedback and we are very proud of incentive schemes which we have set up that are designed to recognise good performance. This is our way of thanking you for being on the guests side and making their experience unforgettable. Likewise, we use this feedback to highlight weaknesses and to monitor under-performing staff.
Staff wages are undoubtedly our biggest overhead, which is why recruitment and staff rota’s are such a big focus for us. Wage control is all about ensuring that we have sufficient staff on shift to deliver the desired level of service whilst also ensuring that we do not spend money unnecessarily. We believe in recruiting the best staff to create an efficient workforce.
GP GP stands for Gross Profit. In other words, what we sell minus the cost of buying it. Our menus have been priced accordingly to assist with helping us achieve our GP targets but we need your help when it comes to stock control. Good stock control might include portion sizes, making sure that all items are rung through the till, minimising wastage, recording wastage and following comapany guidelines on storage of perishable items.
TRONC SCHEME As a team member at The Perfectionists’ Café you are invited to become a member of the Tronc scheme at Tfor2, which distributes proceeds from service charges paid by costumers. You should note that the Tronc does not form part of your terms and conditions of employment with Tfor2 and is operated completely independently of the Company. Payments from the Tronc are discretionary (performance will be taken into account) and in addition to your basic pay from the Company. Tronc is never used to meet National Minimum Wage obligations. You are allocated a Tronc Band based on your Job Title on commencement of your employment. If you have any further questions, please refer to the Tronc scheme rules on your offer letter. HOW IS SERVICE CHARGE DISTRIBUTED? 1.
2.
The collection of the service charge money is divided by the amount of Tronc points collected in the month (Tronc band x amount of hours worked that month). The result will be the cash value of the Tronc point. The cash value point is multiplied by the points collected in the month giving the total of the monthly Tronc awarded.
3.
Every month the total money to distribute will have variances as it is a % of the sales, and is also discretionary for the guest.
4.
It will also vary on the amount of employees the Tronc needs to be distributed to, the amount of hours worked in the month and the Tronc band you belong to which is assigned by the Tronc Master.
SOCIAL MEDIA GUIDELINES It is imperative that our reputation is protected when it comes to publicly sharing information. Social media has become a big part of day-to-day life and we do not want to stop people sharing the good times, however we do have a few rules when it comes to referencing the Perfectionists’ Café. 1.
During the course of your employment, you may find yourself in possession of sensitive information, the disclosure of which on social media could be construed as a breach of confidentiality.
2. You should not post anything that portrays a negative opinion of The Perfectionists’ Café. 3.
You should not post anything that portrays or aims to portray the opinion of The Perfectionists’ Café.
4.
It is forbidden to take photos of guests, especially for the purpose of social media without gaining their consent. As we serve an array of high profile guests, it is important to respect their privacy.
5.
Social media posts must be free from discrimination.
6. Individuals should not be tagged in posts without gaining their consent. 7.
You should not post pictures of food or drink without approval from the GM or Head Chef.
8. If it feels wrong, the chances are it is.
GOLDEN RULES TAKE PRIDE IN YOUR SECTION Keep it clean and organised at ALL times. Be prepared. ALWAYS make sure your mise-en-place is done. Always keep your eyes up, anticipate your guests’ needs KNOW YOUR SECTION It is important for you to know at what stage of the meal your guests are at, and keep the service moving at a reasonable pace. PRODUCT KNOWLEDGE Make sure you know all the products you serve. BE SCRUPULOUS Keep standards high at all times and ensure that your guests have everything that they need. Be confident, the floor is your stage. Be enthusiastic, and create a positive energy. Remain calm and focused on the job at hand even under high pressure. BE HAPPY Smile and enjoy your work! Engage with the guest - listen properly, maintain eye contact, and care about the guests’ needs. SUPPORT YOUR COLLEAGUES If you notice a colleague is stretched, lend a hand.
UPSELLING THE MENU / A D D I N G VA L U E Subtle, appropriate upselling at an opportune moment comes across as genuine attentiveness to a guest’s needs. As a result, guests will respond positively to your recommendations and feel keen to enhance their meal. Here are some suggestions to our current menu: SALADS
STEAKS AND CHIPS
Flat bread, sourdough bread, wine
Nuts or olives to start, side salads
DELI
PASTA
Extra flat breads, soda bread, side salad, wine
Nuts or olives to start, side salad
SNACKS
PIZZA
Flat breads: all the toppings
Nuts or olives to start, side salad
Chilli chips: Olives to start Black pudding scotch egg: Olives, mixed nuts, cocktails or beer
BURGERS
Mini spiced chorizo: Flat bread, olives, nuts, side salad, wine
Sides: Chips, fries, coleslaw, side salad, extra patty, beer
BRITISH FAVOURITES
SANDWICHES
Fish and chips: Salad, beer
Steak: Extra side salad, coleslaw, chip, fries
Chilli con carne: Olives to start, beer or wine
Salt beef: Extra chips, fries
Chicken tikka: Olives to start
Hot Cured salmon: Extra chips, fries
Smoked Haddock omelette: Flat bread, salads, sourdough bread Fish finger butty: Fries
BREAKFAST extra eggs, bacon, black pudding, avocado, salmon
G ET TO K N OW THE KITC HEN
G ET TO K N OW TH E R E S TA U R A N T
COUPLES FOCUSED
BUSINESS AND FAMILY FOCUSED
LARGE GROUPS FOCUSED
PROPELLER – FOCUS ON SINGLE DINNERS
S TA F F U N I F O R M 1.
Fully black shoes
7.
Only shirts provided to be worn.
2. Gym/running trainers
8. Must be crease free.
3.
Always kept clean
9.
4.
Jeans dark blue
10. Shirts tucked in.
5.
Jeans no tears
11. Apron kept ironed.
6. Jeans without faded patches The Perfectionists’ Café, The Queen’s Terminal, uniform consists of a striped, long sleeve shirt or blouse and a waist-tie steel grey apron, embellished with the knife emblem in bright orange. LADIES BLOUSE, CAMPANIA Double button fastening down the placket, single button cuff detail. Semi fitted, easy iron, cotton rich fabric. Available sizes 6-24 MEN’S SHIRT, MANTOVA Double button cuff fastening, chest pocket. Classic fit, easy iron, cotton rich fabric. Available sizes 14.5”-20” Mannequin wears men’s shirt and unisex waist apron.
Sleeves can be rolled up or down.
12. Bum bag worn by all waiters
S T E P S O F S E RV I C E OUR GUEST EXPERIENCE The average dwell time for a guest at The Perfectionist’s Café is approximately 45 minutes. 1
2
1.
3
Welcome & Seating from host (1 min)
2. Meet & Greet and Drink Order (5 min) 3.
Serve Drinks & Food Order (3 min)
4.
Check for Satisfaction (2 min)
5.
Clearing Starters/Main Courses (15-20 min)
4
6. Taking Desserts & Coffee Order (2 min) 7.
Serve Dessert & Coffee (5 min)
8. Check for Guest Satisfaction (2 min) 9.
Dessert & Coffee Clearing 2 min)
11 10
10. Bill Presentation & Payment (2 min) 11. Guest Farewell (2 min)
9
5 8 7 6
S T E P S O F S E RV I C E OUR GUEST EXPERIENCE WELCOME & SEATING - HOST
DRINK & FOOD ORDER
1.
Smile and always be welcoming with a friendly manner.
1.
2.
If you have time start a short conversation – how are you today, going somewhere nice (for those on holiday) – meeting some nice people (for those on business).
Start with the drink orders and suggest a specific appetizer – as above.
2.
Allocate appropriate seat (what do we want to achieve here) 1’s at the high table, 2’s along the window spread across the sections evenly.
Make sure the tables are wiped down and laid-up correctly, make sure there are condiments and the correct utensils for each order (soup spoon etc.).
3.
Anticipate our guests needs, guests shouldn’t have to ask for anything during their visit. Always suggest appropriate sides orders for each main, see training menu for full detail.
3.
4.
Get back to the queue as soon as you can, reassure those waiting that you’ll be right back. – get a manager to support if it’s very busy -and spread guests across all the sections.
4.
5.
Suggest a drink appropriate for the time of day i.e. In the morning – “would it be Beer and Bloody Mary or Coffee this morning” at lunch and in the afternoon – “will it be Cocktails or Coca-Cola today”
SERVE DRINKS & FOOD 1.
Serve ladies first, the gentlemen by the lowest point in number and work round the table efficiently.
2.
Ask “IS THERE ANYTHING ELSE I CAN GET YOU”
3.
Say “Enjoy your meal”, “Buon appetito” , “Bon appétit”
6.
Offer to take the order if they are ready or say – “I’ll send my colleague straight over”.
7.
When giving out menus – point out some favourites and be suggestive – “the pancakes look amazing”,
ORDER SATISFACTION – CHECK BACK
NB. Host should know who’s on what station from briefing.
1.
2 bites or within 2 minutes is the rule for quality check on guest’s meals.
MEET & GREET - SERVER
2.
Check beverage levels and suggest a top up.
1.
Acknowledging guest (especially when having more than one table that need to order or has just sat down, acknowledging is key), reassure them that you’ll be right over.
3.
When passing tables check guests are happy by making eyecontact and be genuine.
2.
Smile and always give a warm welcome with a friendly manner – make eye contact and be genuine.
CLEARING STARTERS & MAIN COURSE
3.
Make sure the table is well laid, clean and with correct, napkin, cutlery, glassware and condiments.
4.
When taking the order try and mix it up - ask “are you ready to order”, or “have you had a chance to make a decision”, or “if you’re ready, who would like to start ladies or little ones” or your own invitation.
8.
1.
Always remove used plates and glasses and anything else not in use.
2.
Guest should have in front of them only what they are using
3.
Do not stack dishes on the table.
4.
Do not scrape plates in front of guest.
5.
Do not stack dishes against your body-messy and looks sloppy.
6.
Use a tray to clear tables faster.
7.
Replace cutlery where required.
8.
Wipe down any spills.
9.
Don’t put your fingers in glasses.
TAKING DESSERT & COFFEE ORDER – THE IN FLIGHT SERVICE
BILL PRESENTATION & PAYMENT (THIS IS A VERY IMPORTANT PROCESS)
1.
Take dessert menus straight away and suggest (your favourite) specific desserts, take coffees and after meal drinks and cocktails at the same time.
1.
If someone has asked for the bill – check if they want any In Flight food.
2.
This is the time to mention our In Flight service – point out that we provide great meals they can take on board and fantastic ice-creams to take away that they can collect on their way out.
2.
If someone has specifically asked you to bring the bill take it directly to them, or put it by them, make eye contact say thank you.
3.
If not take it to the table and ask who would like it, pass it to them and say thank you.
4.
This is not the end of service.
5.
Go back with the card machine as soon as the guest goes for their card. Remember this is an airport and they need to go
6.
When taking the card – read the name on the card and when you pass it back to the guest thank them in person.
7.
Whilst at the table – ask them where they are flying and say have a great time, don’t forget the sunscreen or mention something specific about the destination be genuine and interested.
3.
Table maintenance continues until the guest’s departure, which means constantly clearing finished drinks and empty plates.
DESSERT & COFFEE SERVICE 1.
Serve ladies first, the gentlemen by the lowest point in number work round the table efficiently.
2.
Ask again “IS THERE ANYTHING ELSE I CAN GET YOU”
CHECK FOR SATISFACTION 1.
The 2 bite rule, if everything is good then offer more drinks if necessary or if they have everything they need.
DESSERT & COFFEE CLEARING 1.
Continue to remove used plates and glasses and anything else not in use.
2.
Guest should have in front of them only what they are using
3.
Do not stack dishes on the table.
4.
Do not scrape plates in front of guests.
5.
Do not stack dishes against your body-messy and looks sloppy.
6.
Don’t put fingers in glasses.
GUEST FAREWELL 1.
Service should not stop after your guest pays their bill – service will end when they have left the Perfectionsts’ Café.
2.
This is a good time to show your thanks, Say – “Thanks again” “have a good flight, see you next time.”
3.
Make sure they have left nothing on a seat or under the table.
4.
Clear the table as quickly as you can and relay with the correct napkins, cutlery, glassware and condiments.
5.
Go Again – Be Great.
“Have Fun - It’s infectious”