Hotel Staff Manual

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Mullaloo Beach Hotel Staff Manual

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1. Introduction to the Company 1.1 Welcome to our Company

The Mullaloo Beach Hotel was established in 2005 and has built up a reputation for good food, good service and good times. The business is owned and run by Graham Brown and Warrick Spratling, and we are proud of the success we have created through hard work and a great team. A good business in this industry means more than just what's on the plate or in the glass. Customers want good service, good food and beverage, recognition and a good time. They want these things every time they visit, and our success is built on customers who come back often and tell their friends. A good business is also built on the satisfaction of the staff - our aim is to attract the best staff in the business bus iness and keep them for as a s long as we can through involving i nvolving them in the business, training them well and giving them the chance to develop their skills and to grow as people. It also comes from operating a workplace where everyone has a fair go. We also want this to be a fun place to work, so you look forward to your shifts even if you know they will be busy! We know that having good staff is essential if we are going to be successful in business. We are proud of our policy of equal employment opportunity and anti-discrimination, and we actively work to give everyone the chance to do their best. All our staff are valuable to us, whether they are senior or junior, male or female, and no matter what their national or racial origin, religion, sexual orientation or political beliefs. Harassment of any type is absolutely forbidden. This Policy has been put together to support you to do a good job and so that you know exactly where you stand with work conditions, company rules and policies. Please read it and incorporate the policies and suggestions into your work here.


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1.2 Expectations of Staff:

1. Happy and positive people make this job easier for everyone, and make coming to work a pleasure. Your personal attitude makes a powerful difference to how customers and other staff experience this business. 2. Hygiene is very important to us, and proper work with cleaning and safe food handling is a priority 3. We want people with an eye for details – lots of small things make for a successful business and make customer service, cooking and work life always of the highest standard. 4. Follow our systems – they are there to help you do the job in the quickest and easiest way. Our customers expect to receive the same high standard every time they visit – that’s what standards are for. New staff want to know how to do the job as quickly as possible – that’s what standards are for. The chef wants to see the same food come out of the kitchen every time – that’s what standards are for. 5. If you want to change the system, we welcome suggestions but you should go through the right channels to do this. 6. Smoking, alcohol and drug use do not support you doing your best work or your health – we encourage you to reduce your use of all these drugs and take note of particular rules relating to them. 7. Work hard and do the job properly - do things completely and quickly. 8. Ask questions if you don’t know how to do the job – better to ask than get it wrong. 9. Keep learning new skills – everyone in this business needs to keep learning and the speed of change around us keeps getting faster. 10. Treat other people as you would like to be treated – that means be fair, be patient, don’t hassle or harass people and respect people’s differences. 11. Look professional – our grooming standards are set to keep the staff looking as good as the business. They keep everyone looking good all the time; they are not there to restrict your freedom, 12. Be on time – ‘on time’ means at work with plenty of time to get changed and ready, and supports the people you work with. Finishing on time means you work with full commitment right through to the end of your shift. 1.3 Quality Policy

Quality is our highest priority. Our quality policy aims to perform error-free work for our customers and get it right the first time. We will seek out and fully understand the requirements of each job and the systems used. We will follow those systems at all times and improve them if change is needed.


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1.4 This Company Supports Equal Employment Opportunity for All Staff

We are an equal opportunity company committed to giving everyone here a fair go. Your sex, gender, marital status, pregnancy, race, age, disability, or sexuality makes no difference to us. What matters to us is that you do a good job and that you are the best person to do it! We recognise that you can’t do a good job or be fully productive if you are being treated unfairly, discriminated against, or harassed. It is also against the law for a fellow worker to discriminate against or harass a job applicant or another employee. There is to be no sexual harassment, sexist harassment, racist harassment, or any other type of harassment in our workplace. There is to be no sex discrimination, race discrimination, age discrimination, or any other type of discrimination that is against the law in our workplace. 1.5 Internal and External Recruitment

Many positions are filled from outside the company, but we do encourage internal applications. You are free to apply for vacancies when they come up. We prefer to promote from within – it makes sense, as you will already know a fair bit about the job. We will let staff know about positions coming up, by putting them on the staff notice board when this is practical, but sometimes positions will be filled by selection without advertising.


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2. Company Policies and Work Rules 2.1 Uniforms and Personal Appearance

Personal grooming is important and you must be freshly showered and groomed whenever you come to work. The personal appearance of staff should never confront any of our customers. It is for this reason that our grooming policy is as follows: 2.2 Floor and Office Staff – • • •

• • •

• •

You must wear the appropriate uniform or clothing for the position you hold The uniform must be clean and ironed at the start of every shift Hair must be tidy, brushed and tied back if more than collar length. Also clean fingernails so you can do the job properly No strong perfumes or aftershave. Men must be clean shaven every day - beards (if worn) must be neat. At no time will an employee be required or requested to wear clothing which could be considered embarrassing or demeaning. No gum to be chewed during your shift, whether you are visible to the public or not. Office staff should be in simple business-like clothing suitable for office work and contact with the public. No singlets or halter tops, tank tops or thongs.

2.3 Kitchen Staff –

Protective clothing is necessary because kitchen work is often dangerous – you are working with hot surfaces and liquids, sharp blades and slippery floors. Our Duty of Care to look after your welfare means we must enforce kitchen staff wearing protective clothing and footwear that may seem to be less comfortable in some situations. • • • • • • • •

Protective shoes or boots – strong black or brown leather, avoid sports shoes Chefs jacket if cooking or thick t-shirt Hair in a cap or tied under a hair net Clean apron No more than one ring on the finger You must have short and clean fingernails so you can do the job properly Clean and ironed uniform every shift Men must be clean shaven every day - beards (if worn) must be short and neat.

If a uniform is provided for you, the company may deduct a deposit from you. The deposit may, by agreement with your manager, be paid by you over a number of pay periods. Once your employment is terminated, your deposit will be refunded to you as soon as you return all issued uniforms in good condition (fair wear and tear accepted), together with all other company property in your possession. The company may deduct the value of any uniform provided, if the uniform is not returned or not returned in a good condition (fair wear and tear excepted) from the deposit, from your wages or from your termination monies


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2.4 Working at Other Jobs

You must not work in another job that is a competitor to this business or is in conflict with our image. We want you to give the whole of your attention to this job, and we will endeavour to give you all the work you want (subject to the number of hours not causing a decrease in your performance). It is for this reason that we prefer that you not work in any other jobs at the same time that you are working in this business. You should avoid any outside activities that interfere with your work performance. We support you having a good social and family life, but not at the expense of your work. 2.5 Meal and Rest Breaks

Meal breaks will be given to all staff that work for more than 5 hours, and are taken in your own time. Please bear in mind that you will need to give the kitchen plenty of notice if you would like a meal from them. The kitchen may not always be able to provide this service, especially in peak times. Soft drinks or juices from the post mix machine or from bottles may not be consumed by staff. Filtered water is provided for you free of charge. .


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2.6 Absence from Work and Lateness

It is your responsibility to be at work on time – to support your fellow workers and the operation of the business. Most of what we do is time-critical – customer service has to be on time and served in the correct order. If there is any delay in service or preparation for service the consequence can carry through an entire shift. Problems with cars, public transport and no-functioning alarm clocks are not acceptable reasons for absence or lateness. Behaviour That Is Not Tolerated – •

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Lateness – on time means you are ready for work early. You should be completely ready for work, in uniform, groomed and fresh 5 minutes before the start of your rostered shift. Lateness also means taking rest or meal breaks longer than allowed. Regular Absence - for example repeatedly calling in sick on Friday night or during the weekend shifts / public holidays. If this becomes a noticeable problem you will be asked for an explanation and may be given a warning. Annual Leave in Peak Period – This industry relies on staff being available during our peak season. No annual leave will be approved between 30 November and 10 January, of each year.

Abandonment of Employment – where a person fails to show up for work and does not give a reason or respond to calls. When this happens we will consider that you have abandoned the job and regard your employment as terminated. If you have a valid medical reason for lack of contact the matter will be reconsidered. Reporting your lateness – if you are running late you must phone the business and let the manager know. If the manager is not on duty, you must leave a contact number where you can be reached – it is your responsibility that you can be contacted at that number. If the manager is present when you ring and you do not speak to them that is considered the same as not making contact.

Recording of lateness and absence will be in the Operations Log book and is the responsibility of the manager.


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2.7 Equal Employment Opportunity (EEO)

We are an equal employment opportunity company committed to giving everyone here a fair go. Your sex, gender, marital status, pregnancy, race, age, disability, or sexuality makes no difference to us. What matters to us is that you do a good job and that you are the best person to do it! We recognise that you can’t do a good job or be fully productive if you are being treated unfairly, discriminated against, or harassed. It is also against the law for a fellow worker to discriminate against or harass a job applicant or another employee. There is to be no sexual harassment, sexist harassment, racist harassment, or any other type of harassment that is against the law in our workplace. There is to be no sex discrimination, race discrimination, age discrimination, or any other type of discrimination that is against the law in our workplace. If you feel someone is treating you unfairly or harassing you should tell the manager or business owner as soon as possible so we can address the issue and sort it out. If this is happening to you, please read the Grievance Procedure that follows for what to do about it. You will not be victimised for speaking out and we will do our best to make sure noone victimises you for either supporting someone else’s complaint or for putting in your own complaint. If we find out that you have been treating another employee unfairly, or harassing them, you may be disciplined and subject to our warning procedures. If we find out that you have been responsible for victimising someone because they complained about discrimination or harassment, or because they supported someone else’s complaint, you may be disciplined. If what you have done is extremely serious, you may even be dismissed. 2.8 Managers and Supervisors These roles have extra responsibilities and must do their best to prevent harassment and discrimination.

If you are a manager or supervisor you must: •

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•

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Make sure your team members know about and understand our EEO and antiharassment policies Know how to explain the policies and why they are important, if you need to justify them to any of your team members. Be a good role model — do not engage in any behaviour that might be seen as harassment and make sure that your actions are seen as fair and non-discriminatory. Make sure that your team’s workplace is free of sexist, racist, or any other form of stereotyping material, posters, screen savers, internet and email communication, and so on


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•

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•

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Control the telling of jokes and swearing. As a general rule, if this is offensive to a person who is listening to it, it is regarded as harassment. The argument that ‘everyone does it’ or ‘kitchens are always like that’ is not acceptable. Follow up any staff or team behaviour changes that could mean discrimination or harassment are going on. If you find this hard to do or you are unsure how to go about it, ask the person senior to you for assistance. Make sure that your team members know that you take these matters very seriously and you want to be told about them immediately. Recognise that handling discriminatory or harassing behaviour is never easy and often personally confronting. If you are seen to make an effort on behalf of a person who is being victimised, you will be highly regarded by the people who really matter. You have developed valuable skills for handling future workplace conflicts and problems. It’s important to remember that in many situations the manager or supervisor who does nothing about harassment they know is happening can be legally liable for the situation! You need to act.


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Harassment is NOT WANTED in this business! Harassment is any form of behaviour that is not wanted and not asked for, and that humiliates, offends, or intimidates. In WA it is against the Anti-Discrimination Act 1977 for employees to be harassed during the course of their work because of their sex, pregnancy, race (including colour, nationality, and descent, ethnic or religious background) marital status, disability, sexuality, transgender or age. Sexual harassment is against the law. It’s also against the law for a person to be harassed because of their relationship to or association with a person of a particular sex, race, marital status etc. Usually harassment is ongoing or a series of events. Legally, however, just one act can constitute harassment.

Harassment can take many forms. Depending upon whether the behaviour is welcome or not the following could be considered to be harassment: material that is racist, sexist, sexually explicit, homophobic etc. and displayed publicly, circulated or put in someone’s work space or belongings, or on a computer or fax; Verbal abuse or comments that put down or stereotype people generally, or an individual particularly, because of their sex, pregnancy, race, sexuality, disability etc; Jokes based on gender, race, marital status, homosexuality, disability, age Sexually or racially offensive gestures or conduct; Ignoring, isolating or segregating a person or group because of their sex, homosexuality, race etc. Information from the NSW Department of Industrial Relations


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2.9 Language in the Workplace

The language that is OK for you may not be OK for other people, and it is easy to offend people by swearing, telling off-colour jokes or using slang. It is your responsibility to avoid using offensive language, vulgar speech or speaking too loudly or in an offensive style. The standard is what is acceptable to other people, either staff or customers, not what is OK for you. 2.10 Grievance Procedure

What to do if you have a problem at work – Step 1 If possible, try to sort it out yourself with the people involved. You may find that they didn’t mean to do what they did – some times in the heat of the moment words can be said that were not meant to have the effect they did. Do this as soon as possible. Step 2 If you aren’t sure how to handle the problem yourself, or you just want to talk confidentially about the problem with someone and get some more information about what you can do, talk to the supervisor who is appointed to handle these matters. Do this as soon as possible. The supervisor should make time to talk with you as soon as possible, preferably on the same day you ask to see them.

If the problem is continuing – Step 3 To get the grievance sorted out, go to see: ! Your supervisor, or if you don’t want to see them, ! Your manager, or if you don’t want to see them, ! Any other supervisor or manager who is at a higher level than you, or anyone in the human resources department. Do this as soon as possible. The person you see must get full information from you as soon as possible. Unless there is a very good reason they should do this within two working days.

If the problem is continuing – Step 4 If you are unhappy with the way the grievance is being, or has been, sorted out, you can appeal to: ! The manager of the person who was/is sorting out your complaint, or if you don’t want to see them ! The owner of the business or ! A government agency that handles anti-discrimination and harassment issues Do this as soon as possible.


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2.11 Correct Use of Email, the Internet & Computers.

Internet access and email is available for business purposes only and may not be accessed for any private use. This includes subscribing to private email services such as Hotmail. You must not use email to send or pass on any material that would be racially or sexually offensive or discriminatory to another person or likely to arouse hatred. You must not use the business computers to download or view sexually explicit material, or material that would be offensive to others. If you are sent material that is offensive, you should report it to the manager. You should not change the software in use on any computer, or install new software or upgrade it, without the permission of the manager or business owner. This includes screen savers and games. Remember even ‘deleted’ files can be retrieved by an experienced person. 2.12 Confidential Business Information

While you are working for us you will come into contact with and be trusted to use certain confidential information and methods of working. You must not disclose, discuss, show or tell, directly or indirectly to any person for any reason other than the conduct of the Company’s business (or if legally required) any of the company's trade secrets or confidential information that may come to your notice during the time that you are working with us. You may not do this while you are working for us or at any time after you leave the company. You must take all care possible to make sure this information does not get passed on to others through letters being wrongly addressed, faxes sent wrongly or documents left lying around carelessly. Examples of our confidential information and methods of working include financial information, information about customers, information about staff pay and conditions, methods of working, systems, manuals and recipes. If you do this you will be subject to our warning and discipline process and the possibility of legal action if the company's business is prejudiced or damaged in any way, or a competitive advantage is given to any other person or company because they used this knowledge. You may be required to sign a specific Confidentiality Agreement as a part of your employment. 2.13 Soliciting & Selling

No person may enter the restaurant to solicit sales from customers at any times. This includes people selling flowers or small gifts. Staff may not solicit or distribute literature or attempt to make sales to other staff during work hours or on work premises.


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2.14 Telephone Use

Business telephone are for the use of the business only – private calls may only be made during work time for emergency situations only (ie family illness or accident or sudden and unexpected changes of plan). There are very few calls that cannot wait for break times to be made. If calls are made during breaks they must be made from your personal phone or the pay phone across the street. Do not use the business phone. The following calls are forbidden: calls to interstate or overseas, 1900 or 0055 calls, through connect calls, call backs or receiving reverse charge calls. Personal mobile phones may not be used during work hours and must be switched off while you are at work. 2.15 Telephone Answering

All calls should be answered within three rings, using the words Mullaloo Beach Hotel, How can I help you?

This is the only way that calls are to be answered, regardless of the position of the person who picks up the phone. Remember we are here to give helpful information to our customers, but be careful about giving out information to people who may be competitors. Information you should know if you answer the phone – • • • •

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Opening hours and times of meal service The nearest cross street and how to get to the business by public transport The best place to park Information about the restaurant’s style of food and price range – main course lowest and highest prices, and wine list lowest and highest prices. How and where to record a booking or request for more information.

2.16 Music

Only music specifically approved by the manager or business owner can be played during work. Any music that we play is chosen because it will add to the overall experience of our customers, and there will often be times when it is not the first choice of the staff! Music may not be played in the kitchen during the service period, including on a personal device with headphones.


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2.17 Communication between Management & Staff

When staff know what’s happening at work, it helps everyone to do a better job and feel they are trusted and respected. Good two-way communication between staff, supervisors, managers and owners helps the business to be more successful and adds to everyone’s satisfaction We encourage you to ask questions and take an interest in company policies, and will answer your questions as quickly and fully as we can. We also encourage you to let your supervisor or manager know if there are personal matters that will affect your performance, or if you think there are work issues that need attention. We welcome your suggestions on improved work methods and procedures and will do our best to give a quick response to all ideas put forward. To facilitate communication, we will put notices on the Staff Notice Board relating to work matters. You are free to use the notice board to put up your own notices so long as it is appropriate for everyone to read it. Suggestions are encouraged and you can discuss them with your immediate supervisor. Staff meetings and briefings are held as often as possible, and will often be at a time when not everyone can attend. We believe meetings should be shorter and more frequent rather than waiting for the perfect time (never) when everyone can attend. 2.18 Staff Discounts

We do encourage staff to enjoy the restaurant as guests and get to know the food and wine we serve. However our menu items including alcohol are not discounted. No other discount or ‘freebie’ can be offered to staff when they are dining here, and if it is found that unauthorised discounts are provided all staff involved will be subject to a formal warning. 2.19 Taking Food or Beverage Out of the Business

No food prepared in or bought into the restaurant may be taken home for any reason. A well run kitchen will not have left over food as it should all be eaten by customers. A well run bar should have a very high level of security with stock and everything should be accounted for. Staff may not buy food or alcohol or any supplies from the restaurant to use at home – they must make their own private arrangements for what they need.


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2.20

Code of Conduct

The following points summarise many of the issues covered in the Staff Manual and cover the issues that will lead to warnings or disciplinary action. Serious misconduct may mean there is no warning and you will be dismissed on the spot. The PRINCIPLES that guide us here are:

2 3 4 5 6

Respect for each other and for our customers, Treat other people as you would like to be treated Respect other people’s differences. Strive to do the best job you can at all times Always keep learning new skills.

While working at this business, you must AVOID: • • •

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• •

• • • •

• • • •

•

Fighting, shouting, yelling or loud, rude and disruptive behaviour Behaviour of any kind that alarms or offends guests Action that competes with guests or makes them feel that they are not our highest priority Damaging or neglecting company property in a way that leads to damage Stealing company property or the property of other staff Use of, or dealing in, alcohol or drugs while at work or on company property Gambling on company premises or encouraging others to gamble Selling outside products to fellow staff members in a way that puts undue pressure on them eg pyramid selling schemes Giving false information about your work history, qualifications or references Possession of knives (other than for kitchen use), guns or other weapons on the premises Giving discounts or free food or beverages to a customer without authorisation Discounting items to increase a tip Sleeping or napping on the job Entering the premises without authorisation by using a key or code that you are not entitled to use Taking the tips that rightly belong to another staff member Making a false claim for sick leave or worker’s compensation Using company computers for non-business use Jokes or negative remarks that offend – to do with race, religion, sex, sexuality or handicap Signing-on with a false time or signing on for another person


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2.21 Stealing

We work to create a workplace where honest people feel comfortable and in the majority. Where there is alcohol, cash and food there is temptation. There can be times when euphemisms are used for what is really theft. Free drinks for staff, taking home stock or left-overs, deliberate over-rings and all the things that happen when people are lightfingered. It’s all stealing and will be treated as such. We do regular spot-checks on all tills and storage areas. 2.22 Government Inquiries

Any information required by any government department or agency will be provided as required under the law. However, this information should only be provided by the business owner. All inquiries, especially over the phone, must be referred to the owner. If we are required by law to provide information about any staff member to a government department, we will do so. 2.23 Immigration & Work Visas

This company will only employ you if you have the right to work in Australia. It is an offence for a business to employ a person who does not have permission to work, and it is an offence for a person to work contrary to the conditions on their visa. The right to stay in Australia may not mean the right to work here. We will ask to see all visas at the time that you apply for a job. Once you start work, you must tell us if your visa status changes in a way that would affect your right to work. 2.24 Personal Problems at Work

Because of the intense nature of hospitality work, there is often more than usual interaction among staff and everyone knows everyone else’s business. When someone is having personal problems, it is easy for it to become everyone’s knowledge. We will do everything we can to protect your privacy. If you have a personal problem that you think will interfere with your work, please let your manager know so that we can make sure it doesn’t grow into a larger problem. We know that lack of consideration for personal problems is a reason why many people leave. We will do our best to fit in with your needs, but because of the very tight work schedules in any hospitality business, changes to rosters must be kept to a minimum. If you think that the problem you have will be an on-going one, it may be easier for you to look for other work that better fits in with your needs.


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2.25 Political Activity

We support the freedom of expression with regard political activity of all staff, and we encourage you to think issues through and discuss them with your work colleagues. However you should not push your ideas in a way that might be seen as harassment and you should respect that some people may not agree with your ideas but not want to openly voice their opinions. You must not coerce or pressure any staff member to support any political view or take sides in a political debate. You may not discuss political ideas or opinions with customers and you may not wear political or campaign badges or clothing (eg t-shirts) during work hours. 2.26 Religious Activity

We support the right of all staff to hold religious or spiritual beliefs of their choosing. You do not have the right to promote them to other staff members in a way that could be seen as coercive or intimidating. You may not actively promote a religious point of view as the only true belief, or use the workplace to campaign for religious conversion. Discreet religious jewelry is acceptable but only around the neck or as ear-rings. 2.27 Employment of Relatives

A relative or partner (wife, husband, boyfriend or girlfriend) of a staff member may be employed if they have the qualifications to do the job. However the new person cannot be in a position where they will be directing their relative or partner, or taking direction from them, or in a position to affect the amount of pay they receive. If a person starts a relationship with another work colleague, they will have to take a position in the business that does not involve being supervised or supervising, or having an influence over pay or benefits. 2.28 Visitors

You should not ask your friends or family to visit you while you are at work, unless they are planning to be customers. You may not sit down with your friends in the restaurant if you are on duty and your friends should not visit and hang around in a way that slows you down or stops you concentrating on your job. Your friends or family must never enter work areas or the staff room area. Staff who are off-duty should only visit if they are planning to be customers. 2.29 Support for industry education

If you are doing a course of study or education that is related to the hospitality industry, we will offer you our enthusiastic support. As you will have plenty of notice of your study timetable, this will help you to adapt your work roster so both are handled responsibly. Make sure you leave plenty of time available to do your study and assignments – it can take longer than you think, especially if you are coming back to study after a period of absence. Mullaloo Beach Hotel Staff Manual

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2.30 Apprenticeships & Traineeships

We will actively support any staff who are undertaking an apprenticeship or traineeship to become a chef or food and beverage attendant. This includes time off for training at college, assistance with uniforms and tools and the opportunity to practice your skills during work. We expect you to take part in all your training activities on your day at college, and let us know if you are sick during that time or unable to attend. You must attend work full time during college holidays. 2.31 Warnings and Discharge from the Company

We will give you the opportunity to fix any problems that might arise because you cannot do the job at the speed required or because you do not have the appropriate level of skills. We will offer you the chance to bring your performance up to what it should have been when you started and accepted the job as described in your Job Description. The warning process will generally following the format outlined below: First warning – where issues of concern are raised and listed.

You will be asked to address these issues and commit to making a significant improvement in your performance. Your commitment must be detailed and specific, not in general terms. A written record will be kept of this meeting and you will be asked to sign it. Another person will always be present at this meeting and they will also sign the record of interview. Second warning – where issues of outstanding or unresolved issues of concern are again raised

You will be again asked to address these issues and commit to making a significant improvement in your performance. You will also be asked to explain why your previous commitments to improvement were not followed through. You will again be asked to make a detailed and specific commitment. A written record will be kept of this meeting and you will be asked to sign it. Signing does not mean you agree with what is written but that you are aware of the contents of the document. Final warning – where issues are still outstanding or unresolved

You will be given a final opportunity to address these issues and commit to making a significant improvement in your performance. You will have an opportunity to discuss specific obstacles to improvement (including your own personal problems or character).You will again be asked to make a detailed and specific commitment that must be met within a specific period. A written record will be kept of this meeting and you will be asked to sign it. If the improvements requested during the warning period are not made, you will be dismissed in accordance with the provisions of the Award under which you work.


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2.32 Dismissal

You may be dismissed following a warning period, for inadequate performance in your job. All staff should understand that it is not necessary to issue warnings before dismissing a person if the misconduct that causes the warning is of a serious nature. Specific examples of misconduct are defined in most workplace agreements and awards. Serious misconduct includes but is not limited to: • • • • • • •

Sexual harassment Fighting at the workplace that is neither provoked or in self defence Discrimination Unauthorised removal of guest or company property Possession and use of illegal substances at the workplace Negligence that results in damage or injury Failure to follow a reasonable and lawful direction

If you are dismissed, you must immediately return any company property held by you. Your pay will be banked into your account and a pay slip showing your final pay will be immediately made available to you.

References are not provided for a person who is dismissed.


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3. Pay and administration 3.1 Pay Date

Your pay is put into the bank account nominated by you once a fortnight. The pay week runs from the start of Monday until the end of Sunday night. The pays are made up by Tuesday and paid into your bank account by Thursday of the week following the pay week. Tax and other authorised deductions are taken out and superannuation paid if applicable and these amounts are shown to you on your pay slip. 3.5 Time Keeping & Signing on for Work

You must sign your time sheet in the allocated folder for the start and finish of every shift, as well as when you start and finish a meal break. You do not need to sign on or off for a 10 minute rest break. These time records will be used to make up your pay each week, and if you do not do it correctly, your pay may not be complete. If this happens, any extra hours owed to you because of a shift not recorded will be paid to you in the following week. 3.6 Signing On or Off For another Person.

Signing on or off for another person is absolutely forbidden and is regarded as equal to fraud. 3.7 Rosters

Rosters will be on the staff notice board at least one week in advance. We will endeavour to give you as much notice as possible of your roster so that you can make plans for relaxation and family time. There will be times when we may need to call people in at short notice for roster changes; however this will be kept to an absolute minimum. We pride ourselves on a stable roster! Changes to the roster can only be made by the manager. No written changes can be made on the roster without manager approval. All roster change requests must be verbally requested from your Manager, but you should understand that requesting them there does not guarantee they will be acted upon. You will assist your request for a roster change if you organise someone else (of equal skill and experience) who can cover you. Text messages, voice messages or communication via a social media platform (i.e. Facebook) does NOT constitute communication of a roster change. You must speak verbally with your manager either face to face or via phone. We will do everything possible to roster your days off together, but there may be times when this cannot be arranged. The reality of hospitality is that the weekends, evening and public holidays are our busiest times, so your roster will usually reflect that.


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3.8 Your Personal Details & Record

We need to know the personal details according to what is needed on your tax form and for your superannuation payments. You should also keep us up to date with any changes to: • • • • •

Address tax rebate information phone numbers Emergency contact numbers. Email

The company is required to keep and have available a complete record of all your hours of work, annual leave, sick leave, long service leave, and other entitlements in accordance with the provisions of the government legislation. An authorised industrial officer may inspect your records in accordance with government legislation or regulations.

3.9 Job Descriptions

Job descriptions are provided for all conditions and are prepared and agreed upon in a co-operative way between staff and management. They describe your major areas of responsibility and a detailed list of what you will be doing in the job. They are not designed to limit you to only the work listed, and they should not be used as a reason for arguing about what you will not do. Rather they are meant to give you guidance on the breadth of our expectations of you and give you a starting point for reviewing performance and results. 3.10 Performance Standards

For most of the work you do there here will be clear and easily understood performance standards – both measurable and observable. If we don't have clear standards, how will anyone know if a person is doing the job or not? Performance standards help to get away from generalisations and vagueness, and show whether a job is being done properly. 3.11 Performance Reviews

Performance reviews will be carried out with all staff every six months. They are related to your Job Description. Staff will be asked to review themselves, and manager or owner will also offer their opinion. The intention of performance reviews is to give you a guide for the future of your job here and your working relationship with others. We aim to make Performance Reviews productive and interesting. They will be conducted privately and without interruptions and follow a set format. Requests for pay


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increases should be made at the time of a performance review, but there is no guarantee that a pay increase will result from doing one.

3.12 Acting in a Lower Position

If you are required to act in a position of lesser responsibility for a period, your pay will be kept at the original level.

3.13 Pay Rates Pay rates are set according to the following factors – Degree of responsibility and the difficulty of the work Length of time you have been working in the position Industry Awards – according to the Hospitality Industry (General) Award 2010. • • •

Rates are set at each level for Entry rate, mid rate and High rate. Progression to each level depends on the time worked in the position and satisfactory results in a Performance Review.


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4. Holidays & Time Off All holidays or time off must be requested at least four weeks in advance. As a general rule there is no leave for any staff from November 30 to January 10 of each calendar year.

4.1 Public Holidays

We observe the following national holidays and any State holidays as required under the relevant award or agreement. We will be open if it makes good business sense to do so. You should not expect that because it is a holiday you will have the time off – these days are often very busy for hospitality businesses.

New Year's Day Australia Day Good Friday Easter Monday Anzac Day WA Day Queen's Birthday Labour Day Christmas Day Boxing Day

1 January 26 January varies varies 25 April early June late September varies among States 25 December 26 December

4.2 Religious Holidays

You may request time off for religious reasons and this will be granted if at all possible provided it does not hinder the operation of the business. It will be either leave without pay or holiday leave, depending upon what you are eligible for. Please give at least 4 weeks notice. If you have religious reasons that prevent you working on a particular day of every week, eg Sunday or Friday, we cannot promise that you will be able to have that day off if it is a day that we are normally open.


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5. Workplace Health and Safety 5.1 Safe Food Handling & Hygiene

The health and well-being of customers and staff is our first priority, and we expect all staff to take every step possible to maintain food safety and work in a hygienic manner. 5.2 Our Hygiene Rules are simple and must be followed by all staff at all times.

Hygiene Rules !

Wear clean clothes every day

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If you wear an apron, it must also be clean every day

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Long hair must be tied back

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Do not wear rings if touching food

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Do not touch food you are serving with your hands

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Do not allow cross contamination between raw and cooked food

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Use a clean cutting board each time you cut different types of food

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Do not use implements to serve cooked food that have been used for raw food

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Do not use the same hand to touch money and then food

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Wash your hands before you touch food

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Wash your hands after your break, after smoking or going to the toilet

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Tell the manager or business owner if you have an illness or skin problem

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Cuts on hands and arms must be properly bandaged

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Cover your nose and mouth when you sneeze, and wash your hands afterwards


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5.3 Our Safety Rules are simple and must be followed by all staff without exception: Safety Rules

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Report all injuries or illness immediately

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Safety guards on equipment must not be altered in any way

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Staff must always wear protective clothing and gloves when working with sharp, hot, cold or corrosive items or materials

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Report protective clothing and gloves if they are worn, torn or broken

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Loose clothing or jewellery must not be worn when using machinery

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Defective equipment must be turned off and not used – do not try to fix it yourself

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Lift objects carefully with bent knees, a straight back and holding the object close to your body

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Keep your work area clean and free of hazards

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Clean up spills on the floor immediately

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Long hair and beards must be tied back and covered

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Open toe shoes or sandals must not be worn by any staff. Kitchen staff must wear strong protective shoes.

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Flammable liquids must be stored away from flames or smoking

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Do not joke or surprise anyone who is using a machine

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Observe all safety procedures and instructions from your supervisors

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Chemicals must be stored in labeled containers, and never containers that have food labels still attached. Staff who cannot read or understand the labels must be given instruction on contents, use and any toxic effects


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5.4 Worker’s Compensation and Occupational Health & Safety

Our commitment is to maintain a safe and hazard free workplace and comply with relevant State and Commonwealth legislation. Staff must at all times conduct themselves in a safe and responsible manner. The company encourages employees to take a constructive role in promoting improvements in occupational health, safety and welfare and to assist in achieving a healthy and safe working environment.

5.5 Smoking in the Workplace

This is also a non-smoking workplace. While we recognise that many staff smoke, smoking is not permitted by staff on the premises during opening hours and we do not provide cigarette breaks. If you are trying to give up smoking, we will give you lots of support in your efforts! Staff should not leave cigarette butts outside the building if they finish a cigarette before starting work. 5.6 Drugs in the Workplace

This is a drug-free workplace. We do not tolerate the possession of or use of any drugs in the workplace, and you may not work under the influence of drugs or alcohol. Any one found to be dealing in drugs or supplying them to other staff will be reported to the police and dismissed. Where you have a prescription drug that you need to take, you should tell the manager. This does not include medicines and tablets that can be bought without a prescription such as cough medicines or head ache tablets. If you need to take these you must also inform the manager. Our concern is that some of these products can affect your co-ordination, safety or ability to do a job properly. If you have a problem with drug or alcohol use, we will treat it as an illness and give you support to overcome the problem. It will not affect your position in the business or promotion in the future if you also regard it as a problem that needs to be addressed and you take steps to do that. If you resist taking the problem seriously you will be subject to our warning process, as your behaviour may jeopardise the safety and welfare of others, and the success of the business. 5.7 Staff Alcohol Policy

Our Staff Alcohol Policy is part of our commitment to the Responsible Service of Alcohol. Staff under the age of 18 must never drink alcohol on the premises or with other staff on the way home, at other pubs or at licensed premises. Staff must never consume alcohol during work times. A staff member who wishes to drink at the premises once their shift has finished must observe these strict guidelines; •

The staff member must change into civilian clothes – drinking while wearing the staff uniform is prohibited


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•

•

•

The staff member will be treated as a regular patron of the business and is subject to all laws and guidelines pertaining to the responsible service of alcohol. Any staff member on premises, and using the business as a patron, will not be permitted in the back of house area. If you need to check a roster or talk to someone, you must do this during work hours only. Any staff member on premises, and using the business as a patron, must not engage and distract other staff members during their shift.

Failure to comply with these instructions may result in disciplinary action. 5.8 Safety & Security at Work and in the Streets

Do not take risks with your own personal safety or the security of your possessions. No-one has divine protection from dangers in the street or from villains around you. Our Security Rules are simple and must be followed by all staff without exception: Staff Security Rules

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You must arrive and leave through the staff entrance only. You must not leave by the back door, even if you are the last to leave. If you are catching a taxi home late at night, another staff member should wait with you and preferably note the taxi number. Back doors and rear entrances must be kept locked at all times. Do not allow any suppliers to have keys or access to business areas without supervision. A single staff member cannot lock up and leave on their own – two people must do this together. The till must have no more than $1000 in it at any time – surplus money as it accumulates must be put into the safe. Take great care when closing the cash register and counting money at the end of the night – this should be done in a locked area if possible. Park your car where it will be safe Do not leave personal property or valuables in areas where they may be taken by customers or other staff – use the lockers provided. Keep all external areas fully lit at night and all bulbs working. Do not give anyone information about our security and alarm systems, but you should be fully aware of how they work.

5.9 In the event of a robbery or armed hold-up

Out Duty of Care to provide a safe workplace means we will take all reasonable steps to minimise the likelihood of armed hold-up and any trauma that results from a hold-up.


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An employee’s life and safety is worth much more than any amount of money and our policies are designed to protect staff and customers. Follow the steps listed below during an armed hold-up:

Stand still Keep your hands where they can be seen and don’t make any sudden moves. It is best to remain submissive. Do exactly what you are told by the robber The sooner they leave the better – do not try to prevent them. Stay calm and quiet Only speak when spoken to and avoid eye contact. Observe what’s happening if you can, but only if it’s safe to do so Make a mental note of the robber’s appearance - hair colour, height, weight, clothing, race, age and type of weapon (Compare height markings on the doorway). Look for scars, tattoos and speech patterns. If it is safe, write down the licence number and the make, model, colour and year of the get-away car. Stay where you are and don’t try to chase This is a job for the police, but watch the direction the robbers go in, if you can do that safely. Call the Police as soon as you can Ring 000. Make a full report to the police before discussing the hold-up with other staff. Seal off the robbery area Don’t touch anything that might be useful as evidence – you might destroy clues. Ask witnesses to stay calm Ask them to stay until police arrive, although some will be traumatized and want to leave.


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Hotel Staff Manual

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