Team Induction Book
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Chasing Pub Perfection 2014 was the year the recovery firmly took hold. Sales topped £22 million and champagne sales were up 10%. People are ready to have a good time again and its our mission to see that they do. Pubs We’re all about Perfect Presentation every day, preparing Real food, cooked by professionals. • In 2014 we opened The High Field in Edgbaston, a brand new Gastropub in a carefully extended white Edwardian town house, with garden. The launch was a huge success and it is trading beyond our expectations. •
We also completed successful refurbishments at The Fishes, North Hinksey and The Richard Onslow, Cranleigh.
• Our very first pub, The Rose & Crown in Warwick also received major investment to create 20 new covers in The Yard and a complete new look.
People Acorn Award Winners, Best Employer in Hospitality (again!) and numerous local accolades… Our people strove for greatness again in 2014 with recognition for individuals, pubs and the whole team. • Acorn Award winner - Owain Jones, The Fishes. These are given only to the best young talent in the industry and Owain is the 6th Peach Person to be awarded • Best Employers in Hospitality for a fourth year. The best thing about these awards is that they are made solely on anonymous feedback from our team, so they really do reflect what people feel about working for us. • We are also starting 2015 with a strengthened top team. Joe Garthwaite, our new Finance Director, joined us from Sainsbury’s and in January 2015 Chris Stagg (ex Hall & Woodhouse and Browning & Price) took over as Operations Director.
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Partners & Directors
Corin Earland
Jo Eames
John Taylor
Joe Garthwaite
Frazer Sutherland
Chris Stagg
David Cumberlidge
Jamie Meakes
Ben Paul
Introducing Peach Lee Cash
Hamish Stoddart
After training first under inspiring hotelier Robin Shephard, and then world-renowned chef Raymond Blanc I couldn’t wait to open my own place. A lucky introduction to Hamish Stoddart led to a great partnership that has lasted ten years and counting. I was 27 when we opened the doors at The Rose & Crown in Warwick in 2002. My passion for people, food and fun is undimmed ten years on and, though nothing may ever match the sheer excitement of that first year at the Rose, I still love growing the business by finding new pubs in new towns, sourcing great new food and drink, and working (and playing!) with the people who make the magic happen.
I’m the management all-rounder – I’ve done everything from logistics and finance to sales and marketing – and I’m the buyer, finance director and strategist. Though I hate to be pigeon-holed as the money man, I did qualify as a Chartered Accountant and went into the family firm as an operator - we owned food distributor Cearns and Brown. When we sold the business to Brake Bros, I began to work with other entrepreneurs before deciding to start a restaurant business of my own. Lee and I got together and Peach was born. I’m really proud of all the awesome things we’ve done so far. I dream of creating a service business recognised worldwide as a leader in its industry; it feels like we’re getting close to being seen as a UK leader in this field.
Call me Mobile: 07970 757 825 Email: lee@peachpubs.com
Call me Mobile: 07779 651 322 Email: hamish@peachpubs.com
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Development & Training We grow great people so work with us Training & The Team We have terrific teams at each of the pubs and we work hard to make people feel part of Peach. It shows – people stay with us longer than elsewhere in the industry and we’ve gained a reputation for being a great place to work. With over 450 full and part-timers we need to harness and develop the potential of everyone that joins us so we’re continually developing and adapting our training to make Peach Pubs the best places in town. We invest time and resources into creating training and development opportunities for every role and for each stage of your career with us. Here are some of the highlights in our training calendar: • Quarterly chef days to debate seasonal menus • Regular chef training at Peach Barns working on everything from basic skills and awareness to perfecting more intricate techniques. All working with fresh seasonal produce • Quarterly Peach Leader Days for joint venture partners and senior managers in the group • A developing programme of online learning to ensure ever member of the team receives the most comprehensive induction and a bank of reference material throughout their Peach career So much so we won Caterer & Hotelkeeper’s Best Places to Work in Hospitality Award twice on the trot and then won the Best Employers in Hospitality Award four times, fantastic achievements when you think it all came down to what the people who actually work here honestly think about us.
Route to Partnership The Peach Pub Company is a business based upon shared ownership. The belief is simple, share the business with those who work in it and give people the opportunity to invest so they can have a part of the whole. We know from working this way over a number of years that when there is a genuine sense of shared ownership performance improves. So no matter what point of your career you are at, if you work hard, have some common sense and a little flair you can become a partner in Peach. There are some steps along the way but we believe in Partnerships and our ambition is to grow a business where people are genuinely invested in their future with Peach.
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Refer a friend
We’re always looking for great new people who share our values. Often they’re your friends, ex colleagues, people who serve you in great pubs.
Nominate someone who ends up
being employed with us and you could earn...
£1000
for General Manager or Head Chef
£750
for a Deputy Manager
£500
for Assistant Manager
£200
for T-team
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Your Peach - our vision
Our house is
your place we started Peach, “weWhen aimed to create great
individual places to eat drink and sleep… gastro-pubs. They have become a special place in each town for all sorts of local people, business folk and tourists.
”
We want our public house to feel like your place too. That’s our vision - that every member of the Peach team and all our guests feel Peach is their place. To do this you need to understand the principles of how we work together, “Our Values”. We need to tell you about Peach and how to excel at service in our pubs.
So this is our Vision:
“Our House is Your Place” Our Values are the Peach Rules for how we work together and with our guests to achieve this vision.
P
each Shares Ownership
We support each other with trust and respect. We take responsibility. We share success.
E A
ncourage Individuality
Our places are extraordinary, your personality is essential
lways Serve the Good Stuff
Simply the best ingredients with great provenance
C H
hase (Pub) Perfection
Excellent execution
ost it like your Home It’s a Dinner Party Everyday
E S
nthusiasm makes it Fun So make it a way of life…
trive to be Peachy Drive the Peach Wheel, every guest gets a great gastro experience
‘Learn them and live them’
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Peach Induction Flowchart When you join the Peach family you will go through an induction process. Depending on your role, you will recieve a specific training programme to get you up to speed on our processes and ways of working – some will be in the pub and some will be online through Peach Teach. Use this flowchart and the checklist on the following page to guide you through your induction.
Things you’ll need to bring: • P45/46 • National Insurance Number • UK work permt • Valid photo ID • Bank details • A valid email address
New Peach Day 1
New Peach Day 2
New Peach Week 1
Complete starter form, sign contract, opt-out and accommodation agreements
Take note of the log-in details on your welcome email – share these with your manager
Once you have gained some experience in the pub you will complete some learning in your own time too.
Complete the H&S induction and an emergency procedure tour of the pub
Your manager will explain i-Peach – our training and communication centre
In your own time you should complete the Peach Wheel
Meet the team!
Complete your 1st Module Getting Started. Including Induction video.
Look out for your i-Peach welcome email
Start other induction modules that appear in ‘Your Learning’
Review the activities you’ve completed to date with your manager.
New Peach Weeks 2 & 3
In your own time you should complete any other module relevant to your role.
New Peach Week 4
By week 4 you should be feeling confident in your role
Your manager will ask you to complete your pub Peach Test...
Ask your manager to sign-off any other activities you’ve completed
Once successfully completed your manager will sign off your induction as complete
Ask your manager to book your owner induction
Now get yourself booked on a Heroes session and put all you’ve learned into practice
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Our food Serve The Good Stuff Ingredients
Seasonal menus
We serve the good stuff. We believe in letting the best ingredients speak for themselves - fantastic sausages; free-range chicken; simple, pan-fried fish and seafood; 28 day dry-aged Aberdeenshire rump cap steak; Jimmy Butler pork; expertly matured artisan cheeses and bespoke-baked loaves for our deli boards. We buy foods from people who take pride in their products and we change our menus with the season.
Dogs & Children We work hard to make everyone feel at home, even the fussiest eaters out there. We provide the same high quality seasonal ingredients the adults eat, and all our chefs are happy to do simplified or half portions of anything on the menu at half-price. Well-behaved furry friends are also welcome in the bar areas only. (Not on the furniture!)
We have a head chef and kitchen brigade in every pub and even though there is a constantly developing list of Peach dishes for each season, each team can choose what they’re going to include on their menu, so long as it passes our stringent tasting sessions. Starters are generally around the £5-8 mark; mains around £12-20. Deli boards are common to all our pubs. There’s charcuterie, cheese, antipasti, fish or a mixed board, to share at £13-£14. We serve the good stuff all day, every day.
Integrity, style and flavour We British are famous for assimilating foods from other cultures into our own cuisine and it’s often said this is because we have no decent culinary tradition of our own. But the last ten years have seen a resurgence of British classics. Our menus make the most of both these things. In our pubs you’re just as likely to find a great British classic alongside something just that bit different. We simply focus on creating great dishes - with the best quality seasonal ingredients – for how you feel at that time of year.
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Always Serve the Good Stuff
This is one of our 7 values and our message for making sure we never compromise on food or on ethics. We only ever serve food we’d be happy to be served ourselves. All our Pork, Bacon, Chicken & Eggs are free-range. Our Beef & Lamb are British & we visit the farmers regularly. To avoid air-freighting, we buy seasonal British fruit & veg & sustainable native fish wherever possible. But sourcing the good stuff is pointless without properly skilled chefs, determined to turn it into honest plates of food every day. So we invest in that rare breed too. We do it in the best way we can, offsetting our Carbon Footprint, caring about our community, competing in and co-ordinating charitable events. That’s just who we are.
This is the bigger “Peachture”
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Find us & our pubs The Peach Barns Somerton Road North Aston, OX25 6HX Tel: 01869 220 110 Web: www.peachpubs.com
Abbey End North, Kenilworth CV8 1QJ Tel: 01926 353 637 Web: www.thealmanack-kenilworth.co.uk
1 Bedford Street, Woburn, Milton Keynes, MK17 9QB Tel: 01525 290 210 Web: www.blackhorsewoburn.co.uk
Eversley Cross, Hampshire, RG27 0NS Bradmore Green, Brookmans Park, Hertfordshire, AL9 7QW
Tel: 01184 027065 Web: www.thechequerseversleycross.co.uk
Tel: 01707 664 144 Web: www.brookmanspub.co.uk
North Hinksey Village, Oxford, OX2 0NA Tel: 01865 249 796 Web: www.fishesoxford.co.uk
22 Highfield Road, Edgbaston, B15 3DP Tel: 0121 227 7068 Web: www.highfieldedgbaston.co.uk
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21 Cornmarket, Thame, Oxon, OX9 2BL Tel: 01844 260 166 Web: www.thejamesfiggthame.co.uk
London Road, Berkhamsted, Herts, HP4 2NB Tel: 01442 879 590 Web: www.theoldmillberkhamsted.co.uk
1 Guild Street, Stratford-Upon-Avon, CV37 6QZ
4-6 Warwick Street, Leamington Spa Warwickshire, CV32 5LL
Tel: 01789 404 919 Web: www.oneelmstratford.co.uk
Tel: 01926 359 960 Web: www.starandgarterleamington.co.uk
2 Wavendon Road, Salford, Milton Keynes, MK17 8BD Tel: 01908 281 008 Web: www.swansalford.co.uk
29-30 Lower High Street, Thame, Oxfordshire, OX9 2AA Tel: 01844 214 340 Web: www.thethatchthame.co.uk
Hatching Green, Harpenden, Hertfordshire, AL5 2JP Tel: 01582 469 290 Web: www.thewhitehorse-harpenden.co.uk
Our pubs with rooms 6 The Embankment, Bedford, MK40 3PD
Tel: 01234 248 920 Web: www.embankmentbedford.co.uk
11 Church Green, Witney, Oxon, OX8 4AZ Tel: 01993 892 270 Web: www.fleecewitney.co.uk
30 Market Place, Warwick, CV34 4SH
Kent House, 113-117 High Street, Cranleigh GU6 8AU
Tel: 01926 411 117 Web: www.roseandcrownwarwick.co.uk
Tel: 01483 274 922 Web: www.therichardonslow.co.uk
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How to be
Peachy
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Strive to be Peachy
How to use the Peach Wheel The Peach Wheel is our way of measuring Peachy service. We use this regularly to ensure we are constantly striving to be Peachy.
ON INDUCTION After reading the Peach Book, our induction manual, enjoy your first meal with us. Get your Peach Pounds from your Manager and arrange for a friend to join you. • Do as a customer would, make a booking by phone and then arrive by walking in • Enjoy the meal but also have a look at how well we are doing by measuring each bit of the service you receive • You need to read the Peach wheel standards sheet to decide what score to give us • Ring the score in each area, then at the end of the meal add up the total score
IN DAY TO DAY • In your on the job training, you will find that the Peach Wheel standards are used to explain to you what is Peachy and what is not • Use it to think about what you are doing and whether it is Peachy • In the briefing, use it to explain to the rest of the team where you think we could improve
WHEN USING PEACH POUNDS • In order to take advantage of the Peach Pounds, you must fill in a Peach Wheel at whichever pub you are at to claim your discount - hand this in to the manager when you hand in the Peach Pounds • The manager will have a stack of Peach Wheels printed in the waiter station when you arrive
IN THE MONTHLY TEAM MEETING • We will measure ourselves regularly to identify areas we can work on
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Strive to be Peachy
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Tear here for your copy of the Peach Wheel and fill it in.
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PEACHY RATING PREVIOUS
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SCORES NOW
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The Peach Wheel is a way of learning our moments of truth Strive to be Peachy
ARE WE ROTTEN OR RIPE? 1. Phone call 2. Outside Look, first approach 3. Personal presentation 4. Welcome (greet and seat)
Rating Us 1 = BAD
5 = AMAZING OVER DELIVERY
5 =
Over delivering
6. Bar service
4 =
Peach Standard
7. Overall cleanliness - House proud 8. The Sell - blackboards and menus
3 =
Nearly There
9. Food order- tills and communication
2 =
Not Good Enough
1 =
Appalling
5. Ambience (physical)
10. Knowledge- menu, wine etc 11. Peachy relationships - being the host 12. Hero’s of hospitality 13. Speed of service 14. Food quality and presentation 15. Check back, clear 16. Dessert and Coffee order 17. Complaint Handling 18. Bill 19. The depart! 20. Happy Team
The Peach Wheel represents every moment the guest touches us each time they visit - this is called the cycle of service. Great service only comes when EVERYTHING WORKS. By concentrating on achieving great “moments of truth”, in every part of the cycle of service, the customers will go away saying ...
“
The place was great. The people were friendly AND professional And the food and drink were amazing. Who can I take next time? That pub really is the place for me.
”
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AREA 1
PHONE CALL OR ONLINE BOOKING – Approx 60% of our sales come from phone calls and 20% from online bookings
5 Over delivering
You see the number, recognise it and say, Hi Fred, how’s your day?
4 Peach Standard
Answer in a friendly professional voice, Good evening, it’s Owain at The Fishes how may I help you? Take booking or message including name, time and contact details and thank them for calling. Refer party bookings to a manager and follow Peach phone standards
3 Nearly There
Forget to write down time of call on message, but do take name, phone and reason for call.
2 Not good enough
Answer phone with dull tone, take booking without phone number or repeating booking details back to them
1 Appalling
“Hello”
AREA 2 5 Over delivering
OUTSIDE LOOKS, FIRST APPROACH – what you see The box ball was trimmed with scissors this morning. Harry went on the street and swept the neighbours patch too.
4 Peach Standard
The pavement and car park are clean and weed free, plants are all alive and well presented. The windows are clean and menu board smart. The outside tables are clean and arranged as planned, the garden is free of rubbish, signage is smart and light bulbs all working.
3 Nearly There
First appearance is good but on closer inspection there are cigarettes on the ground and weeds starting to grow in the entrance
2 Not good enough
Generally scrappy, paper in car park, leaves not swept in 2 days, cigarettes and weeds and at least 3 light bulbs are out.
1 Appalling
Visible rubbish when entering the building, whiff of rotten food
AREA 3 5 Over delivering 4 Peach Standard
PERSONAL PRESENTATION – how we look Hair professionally styled, designer clothing as featured last week in Vogue
3 Nearly There
Clean uniform, tidy appearance, stained apron and missing bottle opener
2 Not good enough
Creased/dirty clothes, missing pen, visibly hung-over
1 Appalling
Overall untidy appearance, body odour, dirty nails, not prepared
AREA 4
WELCOME THE GREET AND SEAT – how we first look after people
5 Over delivering
Hi Mrs Smith, great to see you again, we’ve got your favourite table ready, I’ll get you a gin and tonic
4 Peach Standard
Eye contact, smile, say hello, drinks poured quickly. If dining would they like to have a drink first? Set up table tab. Polite and friendly, menus and specials board brought over
3 Nearly There
Polite, friendly service and immediate welcome. Not asked if dining, and no menus offered
2 Not good enough
Polite service, on auto pilot, left to wonder what to do next
1 Appalling
No smile or initial welcome. Guest has to announce themselves, slow and unenthusiastic service, head down as you pass them
Clean/ironed uniform, polished shoes, good makeup and hair, pleasant odour. Clean apron and waiters cloth, 3 pens, bottle opener, order pad, clean and tidy nails
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AREA 5 5 Over delivering 4 Peach Standard
AMBIENCE – Is it welcoming? You can’t – this has to be the standard Soft lighting, fresh flowers, clean and tidy, music audible but not raucous, good temperature, cushions plumped, tables centres tidy, windows and floor clean, light bulbs all working
3 Nearly There
Clean, tidy, flowers fading, chairs out of place, one bulb out, old events advertised
2 Not good enough
Bulbs out, dirty tables, lunch time menus out in the evening, old newspapers on the bar
1 Appalling
Shabby décor, broken furniture, bulbs out, flowers dead, too cold or hot, bright lights with 50% bulbs on, no music
AREA 6 5 Over delivering
BAR SERVICE – we are the professionals In depth cocktail knowledge, lightning service, advising the guest on the best mortgage deal or divorce lawyer, Samaritan training
4 Peach Standard
Enhances the guest experience with ease and superior knowledge of all Peach products, clean polished glasses, dispense prepped; all bar lights on, fully stocked bar, clean menus & bar top, always a big friendly greeting, Peach Perfect Pour every time, all beer lines running, dispense drinks take 5 mins max
3 Nearly There
Slow Dispense, sticky fridge windows, out of cocktail stirrers
2 Not good enough
Slow service, forgetting tabs, incorrect drinks & bills, no one can change a barrel, not looking up to greet guests
1 Appalling
No team on the bar, disorganised, bottles out of fridges, serving a chipped glass, no ice, lager in a stout glass
AREA 7 5 Over delivering
OVERALL CLEANLINESS – Is it clean and tidy at all times? A guest remarks on how clean it looks as you paint over the stain on the wall and varnish the wood work
4 Peach Standard
Guests don’t spot any lack of cleanliness. If you walk past a napkin, pick it up – see it, own it! Obvious care for the presentation of the pub. Looking up as well as down - is there coffee on the ceiling above the machine?
3 Nearly There
Sections neat, tidy & clean, but the napkin is still there 3 minutes after the guest left it
2 Not good enough
Dirty coffee cups on the dispense. You know they don’t belong there
1 Appalling
Ignoring rubbish around the pub. No care for the cleanliness of the building
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AREA 8
THE SELL – selling is offering people what they want – Enhancing the Guest Experience
5 Over delivering
Obvious selling, satisfying every guests needs and wants. Every guest leaves having been offered the full range and having tried something new. Up-sell but not oversell
4 Peach Standard
Take the specials board to the table, pick two, maximum three items and enthuse about them, use stories about our suppliers and provenance of products. Leave the board with the guests to read all choices and decide. Know your favourite dish and wine, be passionate about them. Seek out all opportunities to talk about our great products
3 Nearly There
Providing menus and recalling the soup, risotto & sausage, mentioning we have specials, but not enthusing. No real offer or enthusiasm, just a professional order take
2 Not good enough
Just taking an order & delivering drinks/food. No real thought of what you can offer, no mention of sides or puds
1 Appalling
“What’s nice?” “I dunno!”
AREA 9 5 Over delivering 4 Peach Standard
FOOD ORDER, TILLS AND ACCURACY – right first time 100% perfect every time
3 Nearly There
Forget line before sides, verbalise special instruction
2 Not good enough
No mains away, no line separating mains and starters, side orders missed, wrong specials on Tills, missing items on large order and wrong table number added
1 Appalling
Putting pad into pocket not onto Till, key in wrong item, no communication with kitchen
AREA 10 5 Over delivering
KNOWLEDGE – MENU, WINE etc – knowing the product
Order written on pad in standard way, order onto till perfect, check again, number of dishes checked. Tills are up to date with specials and prices. Kitchen and Bar messages all on printouts/not verbal, mains away. Transfer tables immediately
Recommending products for each course, able to provide detailed description of flavours and wine & food matching, suggestions for new drinks, knowledge of ingredients affecting allergies & diets, in-depth specials information without use of pad
4 Peach Standard
Passing the Peach Test, knowledge of how dishes are presented, good information on house brands, basic suggestions of ideal wine and food matches
3 Nearly There
Basic pouring wines and house spirits
2 Not good enough
No information of specials and daily changing menu items
1 Appalling
No idea of products, never seen a wine list
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AREA 11 5 Over delivering
RELATIONSHIPS - Hosting every guest A regular asks for you when they call. You receive a postcard when they go on holiday and they know what you want for Christmas
4 Peach Standard
A regular comes in for a beer just to catch up ‘I needed to see a smiley face!’ They receive a warm welcome and farewell on each and every visit. Every new face gets welcomed; we introduce ourselves by name and chat to them, building great relationships. No-one ever feels ignored
3 Nearly There
A few guests know your name and you know theirs, you have a memory of their favourite dishes and ask about their jobs/children. Sadly though, a new guest is missed as you enjoy catching up with the ones you know
2 Not good enough
A new guest arrives and is not welcomed, simply orders food, eats and leaves. Guest departs without anyone saying goodbye. An impersonal experience
1 Appalling
Guests arrive for a meal, are not welcomed and decide to go to the pub next door
AREA 12 5 Over delivering
HEROES OF HOSPITALITY – exceeding expectations Providing a truly great experience for people – the one they never forget. Making some food after hours yourself for the guest who has just flown in from abroad and can’t get anything from the shops. Doing extraordinary things that could not reasonably be expected
4 Peach Standard
Fetching the papers, colouring pencils for kids, birthday candle in the dessert, helping an old lady up the stairs. If someone is having mussels just give them more bread. If people don’t have to ask, they feel looked after. This is the key to really great service – exceeding expectations on little things
3 Nearly There
Being friendly and getting everything the guest asks for, but not thinking about what could be offered. Not going THE EXTRA MILE
2 Not good enough
Leaving a section unattended. As a guest this is a real sign of a CARELESS team. Saying No
1 Appalling
Obvious ‘can’t be bothered’ attitude from the team
AREA 13 5 Over delivering
SPEED OF SERVICE Drinks are prompt, the guest never looks up for service all evening, we anticipate every whim
4 Peach Standard
Starters delivered within 10 minutes, drinks delivered within 5 minutes, mains within 18 minutes, thorough consistency, puddings arrive in less than 10 minutes, bill arrives 2 minutes after request and is processed immediately – commitment to service form first moment to last
3 Nearly There
Food comes out fairly quickly, not altogether, sides arrive late, bill sent 5 minutes from request
2 Not good enough
Slow food coming out, too long for each course, drinks arriving after starters, team are standing round chatting
1 Appalling
Food doesn’t arrive until 30 mins after order, team don’t notice agitated guest, guest leaves because of slow service
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AREA 14 5 Over delivering
FOOD PRESENTATION & QUALITY Fresh & in season, correct sized portions, great use of colour, flair, visually appealing, properly seasoned, real stock for sauces
4 Peach Standard
Clean plate, seasoned, hot plate where applicable, correct garnish, great sauce, fresh well portioned produce, great balance of flavours, with consistent portion sizes (spoodles), interesting specials that are sensibly priced
3 Nearly There
Great Steak but poor Chips, forgotten items from dish, visually pleasing
2 Not good enough
Looks sloppy on the plate, fingerprints, wrong temperature, no garnish, no sauce
1 Appalling
Dirty plates, no garnish, no seasoning, under/over cooked, poor/undercut portions, no colour, not fresh
AREA 15
CHECK BACK AND CLEAR! Table Service – making sure the guest is constantly happy
5 Over delivering
First drinks brought, bottle of water already on the table, quick check during starters that they have enough drinks, and the starters are good.
4 Peach Standard
Everything kept neat and tidy, Peach check (pick a dish from the table and ask how it was) and more drinks offered. Mains away before you clear, side plates and olive pips removed. After mains, fresh glasses offered with 3rd bottle of wine, everything off table and dessert menus dropped with recommendations. Wine glasses removed if not required
3 Nearly There
Nearly There ‘How was everything with your food this evening’ – not Peachy
2 Not good enough
Mains away forgotten for 5 minutes, coffee order not taken
1 Appalling
Appalling Dirty cutlery, no check-back. Mains away? What’s mains away?
AREA 16
DESSERT AND COFFEE ORDER – making the last moments great
5 Over delivering
‘Shall I bring the bill with your desserts? I know you’ve got a meeting in 10 minutes
4 Peach Standard
Menu produced as soon as mains cleared- guest is asked if they would like some time to rest. Food is delivered within 10 mins, spoons available, coffee order taken and delivered at right time
3 Nearly There
Dessert and coffee came, bit slow & no sugar arrived
2 Not good enough
Lovely pudding, but could you cancel our coffees, they are too late now
1 Appalling
Mains cleared, no dessert menus in sight, guests asks twice, gets menu covered in red wine- runs out of time and walks up to the till to try and pay
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AREA 17 5 Over delivering
COMPLAINT HANDLING – never let anyone leave unhappy The guest complains and is so impressed by response that he recommends us to all his mates and leaves a 20% tip
4 Peach Standard
The guest is offered an adequate alternative and feels happy with the overall level of standards. No sign of being defensive - just replace as fast as possible - do not take it personally
3 Nearly There
The guest complains, gets a replacement, and is satisfied but not impressed. Not enough listening to the issue
2 Not good enough
The guest complains and is not offered a proper replacement, and leaves unsatisfied with overall service
1 Appalling
We say that’s how it comes normally. If the guest is wrong, we argue our point. We blame someone else for the mistake- ‘it was the chefs fault that your chicken didn’t come out with the other meals
AREA 18 5 Over delivering
BILL AND FEEDBACK – professional, accurate and fast The Manager spots the guest is relaxed and wants to chat, and takes 15 minutes (while ensuring other guests are all happy) to chat and get to know each other. They agree to introduce each other to mutual friends – a really great friendship is starting
4 Peach Standard
Bill is placed down with coffees if necessary, and CC machine bought over as card is produced. The guest waits no more than 5 minutes from the moment he asks for the bill to be able to depart. While the payment is being taken, we ask the guest for feedback and to fill in the Data Card – they do and some interesting feedback is taken and passed on to the Manager and ensured the evening was Peachy
3 Nearly There
Bill is snappy, the guest is new and gives good feedback, but no data card is filled in
2 Not good enough
Guest comes up to the bar to pay, having waited 5 minutes since he asked for the bill
1 Appalling
I’m sorry I took so long to get back to you, I forgot. Aren’t you going to add a tip?
AREA 19 5 Over delivering
GUEST DEPARTURE Mrs Smith leaves, looking a bit uncertain, we jump to identify the issue, work out that she feels she has had too much to drink. We re-assure her she can leave her car and get a taxi ordered. In the meantime , we give her a coffee on the house
4 Peach Standard
Guest is wished farewell by all members of team present as they leave maintaining eye contact
3 Nearly There
Guest is wished farewell by well meaning KP getting coffee from the coffee machine
2 Not good enough
Nobody notices or cares that the guest is getting up to leave. Guest leaves without anyone saying goodbye
1 Appalling
Guest is stared at with eyes that say ‘get the hell outta here, haven’t you got a home to go to’, when guest leaves a sigh of relief escapes! By this time guest is sprinting away in a hurry …….no smile, no good bye, no see you soon!!
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AREA 20 5 Over delivering
HAPPY TEAM – the key to professional success Shelly has a migraine, so Peter cancels his fishing trip so she can have the day off and buys her bunch of flowers to get well soon (and no, he doesn’t fancy her) They all stay for 8 months. All the team club together to by their manager a gift for absolutely no reason
4 Peach Standard
The team are obviously working together and happy to be working
3 Nearly There
There is so much work to do to tidy up the garden, but everyone is still giggling. COSHH training is at 9am, and everyone attends. Chefs provide bacon sandwiches as a surprise. The team arranges a trip together and invites the manager
2 Not good enough
Three people never do the washing up and the rest of the team nag the managers about it but say nothing to the lazy toads!
1 Appalling
The boys went out last night and had a fight with snooker cues. The girls hand in their notice cause they can’t stand each other anymore. Only 2 managers are left to work Saturday night
But how do we know our guests are receiving the best service? Each month undercover diners visit each of our pubs and provide unbiased opinions about the service, our team, the food and general ambiance of our pubs. This a fantastic way for us to understand what our guests think after they’ve had a meal with us. The secret diners are required to observe everything that happens within the restaurant, from the condition of the bathrooms to the quality of the food and hygiene of the overall building. These honest accounts of how we run our pubs not only help us to reward and celebrate those who are getting it right, they also enable us to identify and provide support where the need is greatest.
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7 Steps of Service Step 1
Greet – Eye contact, smile, speak Seat – At the right table! Menu – Correct menu and drinks list
Step 2
Offer Appetisers – Mini loaf and garlic butter Water – Still or Sparkling Drinks – Offer premiums, doubles and large glasses Specials – Describe at least one in detail Information – Any items low or unavailable
Step 3
Deliver Drinks – Within 5 minutes of order and offer wine to taste Take Order – Correctly and offer sides Process Order – Immediately with clear notation
Step 4
Deliver Starters – Within 10 minutes of order Check Back & Clear – Ensure all guests were satisfied and clear correctly Mains Away – Then clear the table
Step 5
Mains Arrive – 10 minutes from mains away including side orders Offer Sauces – Tracklements mustard, horseradish etc Check Back – 5 minutes after delivery Clear Mains – That means everything except what is needed for dessert Dessert Menu – Including any specials
Step 6
Dessert & Coffee – Ask if coffee should be with or after dessert Dessert Arrives – Within 10 minutes of order Serve Coffee – At appropriate time
Step 7
Clear & Check – Clear and check if anything else required Give Bill – When asked with feedback slip Process Bill – Within 5 minutes of being asked Departure – Be sure to say thank you and good bye
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Route to Partnership THIS PART OF THE PEACH HANDBOOK APPLIES TO TEAM MEMBERS AT MANAGEMENT LEVEL OR THOSE REFERRED TO AT SECTION 5 OF THE SCHEME RULES. IT DOES NOT FORM PART OF YOUR CONTRACT OF EMPLOYMENT. SCHEME RULES 1. Rationale This is a long term incentive plan aimed at rewarding loyal managers with a significant share of the profits of the pub they are running. The philosophy is to share 20 – 25% amongst the senior managers of pub of the profits above the minimum profit required for shareholders, thereby giving the key management people the same profit incentive as the shareholders. We can only continue to grow the Group whilst we have a team of great and loyal people. 2. Status of scheme This scheme is non-contractual and any benefits under it are provided entirely at the discretion of Peach Pubs. Peach Pubs reserves the right to change the scheme and/or impose such conditions as the Board may in its absolute discretion decide. More details about discretionary bonuses are in your contract of employment (where applicable). 3. Earning the bonus For the first 4 years, the bonus is split. 20% of the bonus is earned and paid in February following production of finalised accounts. 80% of the bonus is earned and paid out 2 years after the amount is calculated on profits. For example a profit share of £5000 calculated on the year end 2011, will be earned and paid in Feb 2014. This delay ensures it is a reward for success AND loyalty. After 5 years of continuous employment within the scheme as a full-time senior manager, you may draw the full profit share earned over all 5 years on the anniversary of your entry into the scheme. This rewards the long-term loyalty to the company. After 5 years, in the subsequent February after production of finalised accounts, the previous years profit share will be earned and paid in February. 4. Calculation The calculation is set out as an example on the attached schedule and will be discussed every 12 months with the individual concerned, or at the manager’s request mid year. The calculation will be based on the finalised pub accounts as issued to the Board. The Board’s decision on a disputed profit calculation is final. Profit is defined as profit before interest after central fixed charge and depreciation as per management accounts. The share may be changed from time to time depending on the role of the manager at the absolute discretion of the Directors (Partners/Co-Founders). The payout is only made and the profit share earned if you are still employed by The Peach Pub Company or a Group company at end of each 6 month period, either end of January or end of July, whichever is applicable. In the event of the sale of The Peach Pub Company, the profit share payable will be paid out according to the terms of this agreement, subject to you still being employed by Peach Pubs. Profit share for parts of years will be paid if you enter mid-year. As stipulated above, the scheme is non-contractual and does not attract pension contributions from the company. The Board has delegated the authority to set profit share % and minimum profit levels to Lee Cash and Hamish Stoddart.
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5. Eligibility All key operational management are eligible for this scheme. All General Managers, Deputy Managers and Head Chefs may enter the scheme within 1 year of employment. Sous Chefs and other managers are eligible at the discretion of the Partners or Co Founders on a case by case basis. 6. Termination Notwithstanding these rules, you shall have no right to a bonus or a time apportioned bonus if: (a) you have not been employed throughout the whole of the relevant financial year in which any bonus is paid (although the Board may award a pro rata bonus as they in their absolute discretion see fit); and/or (b) your employment terminates for any reason or if you are under notice of termination (whether given by you or by Peach Pubs) at or prior to the date when a bonus might have otherwise been payable. 7. Variation Peach Pubs may alter the terms of this non contractual and discretionary scheme (or withdraw it) at any time without prior notice.
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The small print
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Peachy Behaviour Having rules will keep things straight between us. We all abide by the same rules to ensure things are fair. Respect is a Peach Value and Peach is committed to providing everyone with a welcoming, friendly and fair working environment. As a Company, it is up to each and every one of us to make sure we create a working environment where we respect and embrace the views, beliefs and individual differences of each other and our guests, which in turn allows us all to work in an environment that lets us maintain our own dignity whilst at work, both in our pubs and offices. This commitment and expectation extends to our guests, applicants, external contractors, consultants and anyone working on our premises. BEHAVIOUR IN THE PUB AND OUR TEAM HOUSES •
We should treat our guests and each other with respect and courtesy, just as we in turn would expect to be treated. When dealing with guests we should be friendly and approachable at all times. Smile and go above and beyond with each person who walks in the door. Be professional at all times.
• Using the pub whilst off duty is a privilege for the team and will help us all maintain a happy family atmosphere. Abuse the privilege and it will be removed. You may drink in the pub as long as you behave like a guest, do not drink to excess, do not distract your peers who are working, do not dominate the bar or take the favourite tables. Use your common sense. All drinks have to be paid for and served by the on duty bar person. No tabs are allowed for team. • Drinking prior to coming on shift is unacceptable. From time to time it may be acceptable to have a drink whilst at work; this can only be done so with approval from your duty manager. • Possessing or taking any illegal drugs at the pub or team house is expressly forbidden and will not be tolerated. • We are subject to strict licensing laws which must be adhered to at all times • Please wear minimal jewellery, makeup and perfume. Long hair must be tied back. Take pride in your appearance; make sure your Gran would be proud. • Take your uniform off at the end of the shift. Wearing uniform in social time is not Peachy. • When handling certain chemicals you will be asked to wear gloves, goggles & masks to ensure you are safe. Your trainer will tell you more. • No mobile phones on duty (except for managers) and no personal phone calls except in an emergency. Private telephone calls may not be made on our telephones. Peach laptops and PCs are for business internet access only, not personal. • Do not have your friends contact you at the pub. • Smoking - please ask permission to take a cigarette break. Cigarette butts in the bin or yours will be. Smoking is only permitted in the designated areas. • No Ex Team member (having left our employment) may use our pub within two months of leaving.
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Peachy Behaviour (cont) • Lateness is not tolerated, in fact we expect you to be in the pub smart and ready to work before your start time.
• Working in other establishments is not allowed. • Food must not be taken from the kitchen or bar for personal consumption. • Eating food or chewing gum whilst on duty except on a specified meal break is unacceptable. • Team parties and loud noise in the pub or at the Team House are not tolerated if they disturb our guests or neighbours • You must pass the Peach Pubs test within 6 weeks to stay as one of the team.
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Peach Team Terms Your terms and conditions of employment are set out in your contract of employment. This part of the Peach Book also forms part of your contract of employment and should be read together with your contract of employment (Contract). Wages & Salaries These are paid as per your Contract. Most Peach Team are on monthly pay. The payment calendar is based on our accounting months following our 4, 4,5 structure, so every 3rd month you get a extra weeks pay. The schedule of dates is available from your manager or on Fourth. If you are required to submit a timesheet, wages and salaries will only be paid on completion and handing in on time of the correct time sheet. The working week will run from Monday to Sunday. To make sure you are paid you must complete with your manager a starter form, P45/46, Right to Work permits, and include your bank account details, NI number and email address. Payslips only arrive by email. No payments will be made until all of this has been returned and checked by your manager. Deduction from wages Peach Pubs is entitled to deduct from your salary or other payments due to you any money which you may owe to us or the Government at any time. Deductions from salary will be highlighted on your payslip and will be made for NI, tax and pension. Monies for amounts owed to Peach, overpayments, unpaid bills, or for any damage to, or theft of, property (where you are wholly/partly responsible). If there is a shortfall in the cash takings or stock during your shift we will investigate and may deduct from your earnings. Underpayments of wages will be rectified in the next normal weekly/monthly payment. Gratuities We hope you earn tips. Credit card tips are allocated and paid through the payroll system and are subject to tax and NI. You are responsible for your own tax and NI on any other tips received from guests. Loans/Advances It is only by exception that we will give an advance. Loans or advances must always be approved by a Director – Peach is not your bank! Hours of Work Your hours of work will be stated in your Contract. These may fluctuate according to business levels and flexibility is required to maintain a job within Peach Pubs. Once a rota has been confirmed it is considered to be final. You must find another team member to cover your shift in circumstances where you are unable to work and get approval from your manager for any change. Start times indicate the time you are expected to be dressed and ready to begin in your area of work. Peach is a 7 day a week business and so you will be required to work evenings, weekends and Bank/Public Holidays due to the nature of the business. Time Keeping Do not let your team down by being late. Poor timekeeping will be dealt with through our disciplinary procedure. If you are unavoidably delayed, you should phone and speak to your duty manager as soon as possible. Termination of employment You should refer to your Contract for details about termination. However, for all team, at any time during your probationary period Peach Pubs may terminate your employment on the ground of inadequate performance or potential. THE FIRST 3 MONTHS OF YOUR EMPLOYMENT IS A PROBATIONARY PERIOD AND YOUR EMPLOYMENT MAY BE TERMINATED IN THE FIRST MONTH WITH NO NOTICE AND ONE WEEK PRIOR WRITTEN NOTICE THEREAFTER.
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Peach Team Terms (cont) All time off must be approved by your manager in advance. During all absences, except annual leave, you should stay in touch with your Manager and we should be able to contact you during working hours. Compassionate Leave This is an upsetting time for you so please talk with your Manager about how much time you need to take. Holidays You receive statutory holiday entitlement which includes the eight public (Bank) holidays. Please remember that you can only take holiday when it has been accrued and agreed in advance with your Manager. Ensure that you use it all in the holiday year (April-March) as you will not be able to carry any of it over or to be paid for it. To help arrange for cover please give us at least 4 weeks notice and please do not take more than 14 consecutive days off at any one time (unless there are special circumstances). Your holiday is accrued on a daily basis and is worked out on the hours that you actually work. During the year we have busy trading times and so taking holiday during those times may be restricted. Jury Service If you are called up for Jury Service we will give you unpaid leave because the court allows you to claim loss of earnings through them. Please ensure that you let us know as soon as possible if you are called for Jury Service so that we can plan the rota accordingly. Maternity, Paternity & Parental Leave You’ll be paid the statutory entitlement in accordance with current rules. This is dependant on how long you have worked for us so please let your Manager know as soon as you can. Medicals Dependant upon the circumstances surrounding any illness which you might have, we might ask permission to contact your Doctor or to ask you to undergo a medical examination. Religious Holidays Where possible we will try to allow you time off to observe religious holidays. Please use your holiday entitlement for this. Sickness If you’re not well please phone and speak to your Duty Manager as soon as possible on the first day of your sickness and tell him/her the details of your illness and how long you think you might be off work. You also need to call in every day during your absence and you will need to report to your Duty Manager on your first day back. Communication via a text message or email at any stage of your absence is not acceptable. If you are ill for more than seven days you’ll need to show us a Doctor’s certificate. If you do not follow these procedures then Statutory Sick Pay may be affected or disciplinary action could be taken. If you’re ill, it is important to report it immediately. This may help us to prevent any of our guests or your colleagues from becoming sick. Do not work with food if you are feeling ill especially if you’re vomiting, have diarrhoea, fever or sickness. Please report to your Duty Manager and he/she will advise you on coming into/leaving work. Failure to tell your Duty Manager if you are suffering with these conditions may result in disciplinary action being taken and potentially prosecution by the local authority, so it is really important that you talk to us.
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Peach Team Terms (cont) Statutory Sick Pay (SSP) If you are away from work and you qualify for SSP you receive this pay for every day you would normally be working. It starts on the fourth continuous day of sickness and lasts for a maximum of 28 weeks. SSP is subject to tax and National Insurance contributions. Unauthorised Leave If you do not turn up for work on a day that you have been given a shift and do not contact your Duty Manager we will count this as unauthorised leave and you will not be paid for this. In addition, it may lead to disciplinary action. Unpaid Leave If you want to take unpaid leave for any reason please discuss with your Manager.
Duties and your contract Are you eligible to work with us? Before you start working with us we need to ensure that you are entitled to do so. We’ll therefore ask to see documents dependant on your country of origin. In no circumstances will you be allowed to start work with us until we have seen and validated these documents. Your employment is dependant on us receiving this paperwork from you, and if you cannot provide it, then we cannot allow you work with us. Changes in your personal details. Please ensure that you tell your Manager as soon as you can about any changes in your personal details; for example if you move house, change telephone numbers or name etc. Changes in Terms of Employment If we need to make a change to your Terms & Conditions or to any clauses within this handbook we will give you at least 1 months notice. Your Data Protected So that we are able to pay you, contact you and action business reports we do need to hold personal data about you. This information is kept on your employee file as well as on our Payroll system. Only your Manager, Operations Manager and some Support Office team have access to these details and we will only use the information for the reasons above. You can request to see your file at any time, so if you want to please ask your Manager. Flexible Working We want you to be able to balance your work and home life as much as possible so please speak to your Manager if you want to discuss how and when your work is scheduled. We do need to balance such requests with the needs of the business. Rotas These are prepared on a weekly basis and give details of the days you will need to work. If you can’t work at a particular time let your Manager know why and he/she will do his/her best to change the rota. This is not always possible as we have to balance business needs with your own. Mobility During your employment it may be necessary for you to move to a different pub for operational reasons. We will ensure that you are given the right support to enable this.
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Duties and your contract (cont) Secondary Employment Whilst working at Peach we expect you to give your job your full attention and efforts. If you are a full time member of the team then we consider this to be your primary job. So, if you have another job or are doing any voluntary work please let us know in writing. You can’t work for a business which either directly or indirectly is a conflict of interest with Peach Pubs. If you work full time somewhere else and this is your secondary job please follow whatever procedures they have in place to ensure that you are able to continue to work with us. Students If you are an overseas student and are working with us you should not be working more than 20 hours per week during term-time. If you are a UK resident and are a full time student working for us in the holidays only then please ensure that you fill out a P38(S) as you may not have to pay tax on all of your pay. Meals The pub provides a meal in the afternoon. When you work a double shift you may eat in your break time, when you work an early shift you may eat when your shift has finished, and when on a late shift if you wish to eat a meal you should arrive early so you are ready to start work at the agreed time. Also when on an early shift you can take breakfast at 10am when the rest of the team start. Team Discount Your team discount entitles you to 25% off your bill where the majority is food. Refer a friend scheme Why not encourage a friend to join Peach? If he/she is recruited and successfully passes his/her probationary period then you will be eligible to receive a cash award. Speak to your Manager for further details of this. Staff Search The manager has the right to search your clothing and possessions whilst you are at one of the pubs, having just left one of the pubs or at the team house. All searches will be with another witness present and personal searches will be performed by the same sex.
Security Personal We want to ensure that you can work safely and without risk. If you are threatened by a guest call for help straight away. If you see a guest trying to leave without paying the bill do not try and stop them yourself. Instead, tell the Duty Manager who will take appropriate action. Keys and Building Safety Please look after any keys which you have as though they were the keys to your own home. Keep them with you at all times whilst on duty and do not take copies without the permission of your Manager. Never give your keys or any codes to anyone who does not need them to carry out tasks whilst in the pub. If you lose a Company key report this immediately to your Manager. You must not be alone in the pub at any time. There must be a minimum of 2 team members on duty (Manager on duty/1 additional member of staff). This includes opening and closing time. This is for your own safety and a breach of site security procedures.
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Security (cont) Lost Property All items of lost property must be handed to the Duty Manager immediately. We cannot take responsibility for your clothing or personal property whilst on the premises or in the team house so please don’t bring large sums of money or valuables to the pub and please hold personal insurance for your personal items. Visitors When a contractor or supplier visits your site please ensure that he/she reports to the Duty Manager immediately. He/she should not be left unsupervised whilst at the pub. If a friend or someone you know comes into your pub please tell your Duty Manager so that he/she can make sure someone else serves them. Even though you might be tempted to show them around the place where you work please don’t let them into any part of the pub which is for staff use only. Accommodation We may give you the opportunity to live in our Team accommodation. If you choose to do so for the better performance your duties you will be asked to sign a Peach Service Occupancy Agreement. Pensions You are eligible to join our stakeholder plan. If you are interested in joining please look for more information on the intranet. For Managers & Senior chefs unless your contract of employment states otherwise, if you contribute 5% towards this pension scheme, Peach Pubs will also make a 5% contribution to the scheme. For the avoidance of doubt, Peach Pubs will make no contribution unless you contribute 5% and 5% is the maximum contribution we will make.
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Fire, Health and Safety Whilst at work, it is your responsibility to take reasonable care for the health and safety of both yourself and colleagues who may be affected by you and your actions. Compliance with the following rules is expected: • You should insist on proper training in the use of all potentially dangerous equipment. • This includes chemicals, anything which is electrically powered, anything which uses gas and knives. • You should use all such equipment in the manner in which you have been trained. • A proper uniform must be worn. • You must report any hazards you find to your manager immediately. • Follow the safe working practices outlined in this handbook.
SAFE WORKING PRACTICES Health and Safety at Work Act Under the Health and Safety at Work Act, you have a responsibility to yourself and your colleagues to work safely and prevent accidents. You will be trained in the safe ways of working and we insist that you follow these procedures. On occasions, you may be asked to sign a sheet, thereby proving that you have been trained. Below is a list of general rules which must be adhered to: Dangerous Machinery This involves any machinery, which if incorrectly used, could injure you. • Examples are slicing machines, mixers, graters, grills, burners, ovens, microwaves. • Always use the safety guards. • Do not touch any moving parts whilst in motion. • When assembling machinery or cleaning machinery, ensure it is turned off at the mains. • Always use the machinery in the way that you have been trained. Knives • Do not use these until you have been trained. • Always use a sharp knife • Carry knives by the handle, held by your side, point down. • As soon as you have finished using a knife, clean it and return it to the knife rack. • When using a knife, ALWAYS watch what you are chopping. Chemicals • Before handling any chemical, make sure you have been trained in its use. • Never mix chemicals. • Store chemicals only in their own containers. • Always use the required protective clothing.
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Fire, Health and Safety (cont) Obstructions • Dispose of rubbish immediately in the correct place. • Keep all passageways and fire exits clear. • Clean up spillage immediately. • Report any hazards which you notice immediately to the manager. Electrical • Report faults immediately (bare wires, sparks, and broken plugs). • Do not use adapters unless approved by the manager. • Unplug equipment when not in use. • Do not attempt to repair any electrical equipment. • If in doubt about the safety of any electrical goods, do not use it - report it to the manager. Lifting and Reaching Look after your back! Obey the following rules when lifting up: • Use as much of your palms as possible. It gives you a safer grip. • Keep your back straight. This avoids strain on your ligaments. • Bend your knees. This lets your legs do the work. • Keep your arms close to the body and flex the elbows. This will minimise efforts. • Keep your feet apart, one in front of the other. This helps keep you steady and stabilises you.
• Ask if you need help lifting/reaching something • Remember – Only lift loads to your individual capacity • Inform your manager if you have any pre-existing back or muscular condition that restricts your lifting ability. When lifting items ensure that you follow the guidelines set out in the Company’s Health and Safety Management system.
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Fire, Health and Safety (cont) Cellar • Do not attempt to move or change barrels without the proper training from your duty manager. Barrels are heavy and gas canisters are dangerous. • Line cleaning should only be performed when you have had the proper training from your duty manager. • Co2 leaks can be dangerous. If you suspect there is a leak please evacuate the cellar and call technical services immediately. Accidents • If, despite following these precautions, you still suffer an accident, you must report it to the manager. • A report of the accident will be entered in the accident book. First Aid • Your Duty Manager is responsible for the first aid box and can tell you where it is, and who the trained first aiders are. • To ensure that we don’t run out of anything make sure you tell him/her when you use anything from it. • Do not remove it from its assigned place. • If it is moved because there’s an emergency, put it back into place immediately afterwards. Wet floors • Floors should be cleaned when the restaurant is closed. • If you spot a spillage or greasy spot on the floor clean it up immediately with a dry mop, leave the floor as dry as possible and always position a ‘Caution Wet Floor’ sign prior to cleaning. • Kitchen floors must be swept throughout the day and mopped between shifts and in down times. • Do not run in the pubs Slip, trips and falls • Familiarise yourself with the restaurant area such as flooring, changing levels and staircases etc. • Wear appropriate non slip footwear. • Poor housekeeping can also lead to slips, trips and falls. Always place all items/equipment in their suitable/allocated place after use. • If you find any slip or trip hazard, remove it immediately. • Follow good housekeeping practices at all times. Your Duty Manager will set the standards for good housekeeping.
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Emergency Fire Instructions On Discovering a Fire • Call the Duty Manager and sound the alarm • If you have been trained to do so try to extinguish the fire by use of the nearest appropriate fire extinguisher if you feel it is small enough, and you are confident to do so. • Never put yourself at risk • Close all doors to prevent the fire from spreading. • Never panic. • Never re-enter the building until it is safe to do so. The manager on duty will firstly inspect the fire and then call the fire brigade. If the evacuation of the restaurant is necessary, he/she will ask floor staff to evacuate guests. Staff should guide guests out, leaving the building by the nearest exit. To call the fire brigade you must dial 999. You must then give the telephone number. When asked which service you require, you must reply fire brigade. Speak distinctly whilst informing them that there is a fire in your restaurant. Give them the address and telephone number. Wait for the fire brigade to acknowledge the call and repeat the address before replacing the receiver. Standby to receive and advise the fire brigade. Evacuation of Premises Premises will be evacuated on instruction of the Duty Manager. • When all customers have left the premises, staff must report to the Duty Manager.
• Search toilets, offices, stores, to ensure that everyone has left.
• All staff report to the appropriate Assembly Point. Make yourself familiar with its location.
• No one will be allowed to re-enter the premises until told to do so by a Fire Officer.
DO NOT TRY TO COLLECT PERSONAL BELONGINGS Ventilation and Extraction • Close off all ventilation to prevent the spread of fire.
• Close all windows.
• Turn off power.
• Turn off gas main.
Doors • Apart from exit doors, all doors must be kept closed to prevent the spread of fire.
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Emergency fire instructions (cont) Do’s and Don’ts • Ensure that exit routes are ALWAYS free from obstructions. • Become familiar with the pub, the exits, escape route and location of alarm points. This is essential for preparing for an emergency escape. • Know your pubs evacuation plan. • Know who the trained fire marshals are. • Don’t smoke in storage areas. • Ensure that all kitchen cooking equipment is kept scrupulously clean. Hot fat and grease are highly flammable. • Ensure that all machinery, heaters, etc., are unplugged/isolated from the mains when not in use. • Switch off all equipment not being used. • See that rubbish is moved. Do not allow accumulation of rubbish inside or outside the premises. Fire Fighting Equipment There are many types of fire fighting equipment, but the ones we use comply with the British Standards Regulations. The main types used in our restaurant are: • Water- normally coloured red. For use on wood, paper, furniture textiles and fabrics.
DO NOT USE ON ELECTRICAL OR FAT FIRES.
• Carbon Dioxide (C02) normally coloured black. For use on flammable liquids, flammable gases and electrical fires. • Fire Blanket - normally red in plastic cylinder or red plastic flat pack. Used to smother burning materials i.e. cooking oil containers, or persons. Hold by handles, keep tucked behind blanket. • Dry Powder - normally blue or white cylinder operated under high pressure release. For use in flammable liquids, electrical fires, gases, paper, wood. Powder will smother flames. Only tackle a fire if you are confident that it can be extinguished. Otherwise follow the fire drill and sound the alarm. NEVER allow extinguishers to be moved from their designated locations.
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Personal Hygiene In the food business, we are obligated to maintain a high standard of hygiene. People naturally harbour bacteria in the bowel, mouth, and nose and on the surface of the skin. As we are constantly handling food, it would be very easy for us to transfer bacteria to the food. The food would become infected if the bacteria had the right conditions to breed i.e. food, warmth, moisture. Therefore personal hygiene is of great importance, General Rules • Wash your hands after using the toilet, handling money, handling raw meat, cleaning tasks, (emptying rubbish bins), and meal breaks/smoke breaks. Use bacterial soap. USE A HAND SINK • Burns and wounds must be covered with a waterproof dressing - use a blue plaster. (It will show up if it falls into food). • Hands and nails must be kept clean and well. Nails must be short, as long nails are difficult to keep clean and may break off into the food and they harbour bacteria. Nail varnish must not be worn as it may chip off into the food and hides dirt. • Do not bite fingernails as it will transfer germs from your mouth onto the food. • Do not smoke in the food area. • Never cough or sneeze over food. Linen handkerchiefs harbour vast numbers of bacteria so use a paper tissue. Always wash your hands after blowing your nose. Hair Hair is to be kept clean and tied back if long. You must not comb hair in the food room. Nose, Mouth and Ears Always use disposable paper tissues. Do not handle food if suffering with a heavy cold or any discharge from the ears or eyes. Do not lick utensils or fingers. Bathe regularly and use a deodorant or antiperspirant. No heavy perfume and only light make-up. How the food handling Law affects you As a food handler, you have various obligations under the law. You are responsible for making sure that you handle food responsibly and do not do anything that might make the food you serve unsafe. Here are the main rules you should follow to do this: • Do not smoke in food rooms • Keep yourself clean •
If you are ill report it to the manager. Some illnesses can cause food poisoning, so your manager might ask you to see a doctor if he suspects one of these. If your doctor has told you that you have some disease he may have to tell the local Environmental Health Officer. If your doctor tells you that you may not handle food, you may not return to work until he says it is safe to do so. Make sure you take your sick note to work if this happens.
• Serve food safely • Follow correct cold chain procedures. • Follow fridge, freezer and store plans. • Rotate stock as it is prepared.
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Personal Hygiene (cont) • Use date-code labels. • Store all food off the ground in clean, covered plastic containers. • Always keep raw and cooked foods separate. Use separate areas and utensils for the preparation of raw and cooked food. • Follow recipe manuals for the correct preparation. • Always check condition and temperature of goods on delivery. • Empty bins regularly. • Keep bins covered. • Put away your own clothes in lockers or designated areas. • Clean all equipment after use. • Clean as you go. • Pay particular attention to your own Cleaning Schedule. • Do not use chemical equipment until you have been trained how to use them. LICENSING • It is against the law to serve alcohol beyond the time limit contained within the premises licence of your Pub. • You must not serve alcohol to someone who is purchasing alcohol for another person who appears to be intoxicated. • You must not serve alcohol to someone who is purchasing alcohol for another person who is under 18 years of age, unless this person is over 16 and is partaking of a meal with the person who is over 18.
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Disciplinary and Grievance Rules and Procedures
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Disciplinary and Grievance Rules and Procedures (cont) GRIEVANCE POLICY APPLIES TO: All Peach Pubs Ltd (the “Company”) team working for Peach Pubs.
POLICY • •
This policy is designed to enable the Company to deal with your grievances fairly, consistently and as quickly as possible. A grievance is a concern, problem or complaint that you may have and want to raise with the Company.
PROCEDURE Please note that the following procedure is a guideline only and not contractual. Suggested timings are given for when the various steps of the procedure should take place, but there will be occasions when it is not possible to keep to these timings and on such occasions, the Company reserves the right to vary them. Informal Procedure • Where possible a grievance should always be dealt with, in the first instance, on an informal basis. Dealing with grievances informally is advantageous for all concerned, as typically a chat will be enough to resolve most matters. • If you wish to raise an issue informally you should speak to your Line Manager. If your complaint is about your Line Manager, then you should raise the matter with your Managers Manager, if you cannot resolve it with your Line Manager directly.
Formal Procedure Raising a Formal Grievance • If raising the matter informally does not resolve your issue, then you should put your grievance in writing. • The letter must set out the details of your grievance and should ideally include a sentence stating that the formal grievance procedure is being invoked. • This letter should be sent to your Manager’s Manager and a copy must also be sent to the HR Team, The Peach Barns, Somerton Road, North Aston, Oxon, OX25 6HX. Notification of grievance meeting • Normally within seven days of receipt of the letter, you will be contacted to arrange a meeting to discuss your grievance. The invitation to this meeting will be confirmed in writing.
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Disciplinary and Grievance Rules and Procedures (cont) Grievance Meeting • The meeting will be held by an appropriate manager, and a company representative will be present to facilitate, take notes and be part of the decision making process. This will either be a member of the HR Team or another appropriate manager. • At the meeting you will be invited to discuss your grievance in more detail. You will be asked to suggest a solution to your grievance. • Once the complaint and possible solution have been discussed, the Manager meeting the grievance will adjourn the meeting. Depending on the situation, the meeting will either be: a) reconvened and you will be informed of the decision; b) the conclusion of the meeting will be postponed so that either an investigation into your complaint can be conducted, or so that the decision makers have more time to consider the outcome of your grievance. Being Accompanied • You may choose to be accompanied to a grievance meeting by either a fellow Peach team member or an appropriately qualified trade union official. • You are responsible for informing the Company who you have chosen as a companion before the meeting. • Your companion can play an active part in the meeting (for example, summing up your case for you) but cannot answer a question that is directed to you. Grievance Outcome When a decision has been reached in relation to your grievance, you will be informed of the outcome at a meeting and the decision will also be confirmed to you in writing. Investigation • In some cases, the grievance meeting will need to be adjourned so that an investigation can take place. This will normally take no more that 14 days from the date of your initial meeting. • This may mean holding meetings with other team members to establish the facts. • The manager meeting your grievance and the company representative will normally carry out the investigation.
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Disciplinary and Grievance Rules and Procedures (cont) Right of Appeal • You have the right to appeal against the Company’s decision in relation to your grievance. • An appeal should be made in writing, stating the grounds for appeal and sent to your manager’s manager or a member of the HR team, no later than seven days from the date of the letter confirming the outcome of your grievance. • A date and time for the appeal meeting will normally be confirmed to you within seven days of receipt of your appeal. The appeal meeting will be held by a Manager who has not been involved in the original grievance decision and a company representative. As at the first meeting, you have the right to be accompanied to the appeal meeting. It is your responsibility to inform the manager meeting the appeal of your chosen companion before the meeting. The procedure to be followed at the appeal meeting may vary according to the nature of the appeal. Appeal meetings will not normally repeat the factual investigation that took place for the grievance meeting, but what is required will vary depending on your grounds of appeal and the circumstances of your case. A decision will normally be made and confirmed to you within seven days of the appeal meeting and this decision will be final. The decision may be to: (a) Overrule the original decision and uphold all or part of your grievance; (b) Decide that no action should be taken and uphold the original decision; There is no further right of appeal. N.B. It should be noted that any grievance found to be motivated by personal gain or vindictiveness towards a particular individual/s will be viewed very seriously by the Company and will be dealt with under the Company’s disciplinary policy.
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Disciplinary and Grievance Rules and Procedures (cont) Disciplinary Policy Applies to: All Peach Pub Ltd (the “Company”) team working for Peach Pubs who have passed their 3 month probationary period.
POLICY This policy is not part of your contract of employment and does not create contractual rights or obligations. It maybe amended by us at any time. This policy is designed to ensure fairness and consistency in the treatment of individuals. It should be viewed as a corrective and developmental tool that enables the Company to realise its expectations of employees in terms of behaviour and performance. The policy and subsequent procedure covers 2 categories: conduct and capability. Conduct This policy is concerned with your behaviour whilst at work or when undertaking duties related to work. If you fail to meet the Company’s expected standards then you could be in breach of this policy and may be subject to disciplinary action. There are two levels of unacceptable conduct: misconduct and gross misconduct. Misconduct generally may lead to disciplinary action short of immediate dismissal. However, serious or repeated cases may result in immediate dismissal. To illustrate, an example of misconduct would be if you were late for work. This would normally be dealt with under the different stages laid out in this policy – first level warning, second level warning etc. Gross misconduct, on the other hand, covers more serious misconduct and normally results in immediate dismissal without any notice or payment in lieu of notice. This means your employment ends immediately and with no further pay. An example of gross misconduct would be theft. As well as any special rules/procedures regarding your section or equipment which you will be informed of in your particular pub, please also be aware of the following rules which, if not adhered to could result in an act of misconduct and therefore could result in disciplinary action (please note that this list is provided as a guideline only and is not considered an exhaustive list): • If you are unable to come into work, you must phone your Duty Manager as soon as possible on your first day of absence. • You must wear a clean, complete uniform during every shift and adhere to the personal hygiene rules outlined in the Employee Handbook. • Personal telephone calls are not allowed at work unless in an emergency. • Customers must not be persuaded or expected to give tips. It is not permitted to add a service charge to a bill. • Credit card tips may not be taken as cash, and must be processed in accordance with our payroll procedure. • Smoking and eating whilst at work are only permitted during breaks and in designated areas. • You must not be alone in the restaurant at any time. This is for your own safety and a breach of site security procedures. • All lost property must be handed in to your Duty Manager immediately.
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Disciplinary and Grievance Rules and Procedures (cont) • You must not delay in opening and/or early closing of the restaurant without the permission of your Poddy. • Remember to enter food/drink items into the till before serving them. • From time to time, you may be asked to do jobs that you would not normally do, if you have been trained, please complete them. Examples of Gross Misconduct In addition to the above rules, set out below are examples of conduct which will often amount to gross misconduct. Please note that this list is provided as a guideline only and is not considered an exhaustive list. •
Evidence of using out of date stock in the restaurant or food relabeling
• Wilful neglect or fraudulent use of, or damage to, company property or brand. • Contravention of any licensing laws or failure to comply with any Company regulations relating to licensing; • Drinking alcohol while on Company property without the consent of your Manager. • Taking illegal drugs or gambling while on Company property. • Coming to work having consumed alcohol or under the influence of alcohol or an illegal substance. • Violence, threats of violence or assault or attempted assault, on other colleagues or guest. •
Failure to observe hygiene, safety or fire regulations.
• Any wilfully negligent, deliberate or reckless behaviour likely to cause injury to others or damage to Company Property. • All polices and procedures outlined in our Hygiene and Safety Manual must be followed at all times. • Injuries and accidents at work, however small, must be reported and detailed in an incident Report Form. • Deliberate falsification of office records, including (but not exclusive to) training documents, Health, Safety &Hygiene documents, Fourth records and Financial documents. • Giving misleading or untrue information during the recruitment process; • Providing false or non-genuine personal information, or not providing, on request, proof of your identity or that you are eligible to work in the UK. • Not informing your Manager immediately if you become ineligible to work in the UK. • If you are charged or convicted of a crime, you must tell your Duty Manager on your next working day. • Conviction of a criminal offence related to your conduct at work. •
Unauthorised removal or destruction of any records of the Company.
• Disorderly or indecent conduct which could lead to offence caused to others or damage to the Company reputation;
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Disciplinary and Grievance Rules and Procedures (cont) • Theft, or attempted theft of property or money belonging to the Company, its employees, customers or suppliers NB/ including lost property; • Failure to comply with any policies, procedures or rules regarding money handling and security NB/ Operations Process Manual; • Using company money for the purposes of IOUs, cheque cashing, cash-back or unauthorised loans or advances; • Any derogatory action, inclusive of spoken or written actions, including comments on Social Networking sites likely to bring the Company into serious disrepute or cause offence to others; • Unauthorised absence from work, including falsely alleging sickness, injury or other incapacity; • Bullying, harassment, victimisation or any form of discriminatory behaviour towards guests or other employees of Peach Pubs Ltd; • Unauthorised disclosure of confidential information (see handbook for details of what information is considered confidential). • Leaving the pub without permission during your shift. • Serious failure to follow or any serious breach of Company procedures or polices leading to loss of trust and confidence.
Capability Capability relates to your ability to perform your duties to the expected Company standards. This also includes where your ability to perform your duties to the expected company standards is affected by your health. Where poor performance is directly linked to ill-health, advice on how to implement this policy should be sought from the HR Team.
PROCEDURE Informal Action Conduct & Capability In some instances, performance issues or minor cases of misconduct may be best dealt with informally. Your Manager will discuss the area of concern with you, consider your explanation and agree the standard of conduct or performance that is expected going forward. In these circumstances we may not need to follow the procedure under this policy. However, if having spoken to you the misconduct or performance issue persists, or if the misconduct or performance issue is too serious to be classed as minor, we may consider taking formal action. In these circumstances we will normally use this procedure. Formal Action If we are considering taking formal action, we will look into concerns about your conduct or performance carefully. What is involved will very much depend on the circumstances.
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Disciplinary and Grievance Rules and Procedures (cont) Investigation In some cases, this will mean holding a meeting with you to establish the facts and to decide whether to proceed to a disciplinary meeting. In other cases, a meeting may not be needed in order to pull the evidence together and it will be clear straightaway that a disciplinary meeting is needed. If an investigation meeting is held, the purpose of this meeting is to establish facts and it will not directly result in disciplinary action being taken. If there are concerns about your poor performance, it is less likely that an investigation will be done, as it may not be appropriate. You may ask to be accompanied by a Peach colleague at the investigatory meeting. When dealing with misconduct, any investigation and disciplinary meeting will normally be carried out by different people. Suspension In certain cases, the Company may consider it necessary to suspend you whilst the issue is investigated. If you are suspended you will remain on full pay, based on your contracted hours and your contractual rights continue. If you are suspended, you will be given a copy of this policy. Whilst you are suspended you are not allowed on site– whether it be your place of work or a Peach Pub, without receiving permission from your General Manager, a Head Office Manager or the HR Team. You should not contact any of your colleagues, unless you want them to be your representative, should you be invited to a disciplinary meeting. Suspension does not imply that a decision has already been made about your case and will not affect any investigation we undertake. Suspension is not considered a disciplinary action under this procedure. Notification of disciplinary meeting If, as a result of the investigation, disciplinary action is considered appropriate, the Company will write to you detailing the issues concerned and inviting you to a disciplinary meeting. If there are important documents, or if statements have been taken from other team members, we will normally give you copies before the meeting to give you a proper opportunity to respond. You will normally be told the names of any witnesses whose evidence is relevant to the disciplinary proceedings unless, in our discretion, we believe that a witnesses’ identity should remain confidential. You will be given reasonable notice of this meeting, which will be no less than 24 hours. You must take all reasonable steps to attend the meeting and if you are not able to do so, must tell us at once and explain why. If the person you wish to attend the meeting with is not available on the date we propose, you must suggest a reasonable alternative time within 7 days of the original meeting date. Disciplinary Meeting The disciplinary meeting will normally be held by your Manager, unless that is not appropriate, for example, if they have completed the investigation. In addition, another company representative will attend to take notes and may assist with the decision-making process.
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Disciplinary and Grievance Rules and Procedures (cont) The disciplinary meeting is a two-way process. You will be informed of the issues and then will be given an opportunity to respond and ask questions. When the meeting is over, it will be adjourned for a reasonable period of time to enable the consideration of all the facts. The manager will decide: (i) what, on balance, he/she thinks happened; (ii) if it is not possible to reach a decision, what further investigation is necessary; (iii) whether or not your conduct is below the level required; and (iv) whether or not to take any action. Once this decision has been made, the meeting will reconvene and you will be informed of the outcome. This will be confirmed to you in writing within four working days of the decision being made. We will also tell you of your right to appeal if you are not satisfied with the decision. Being Accompanied You may choose to be accompanied to a disciplinary meeting by either a fellow Peach team member or an appropriately qualified trade union official. You are responsible for informing the Company who you have chosen as a companion before the meeting and the request must be reasonable. Your companion can play an active part in the meeting (for example, summing up your case for you) but cannot answer a question that is directed to you. Disciplinary Outcome A disciplinary meeting can have a number of different outcomes depending on the severity of the misconduct, your previous record, any mitigating circumstances and/ or any other relevant facts The possible outcomes listed below do not have to be followed in the order they are presented and can be given at any level. This means, for example, that a second level warning could be given for a first incident of misconduct if the misconduct is considered sufficiently serious. • Case closed – no further action. • Letter of concern – incident recorded in writing, but does not constitute a disciplinary warning. •
First Level Warning – if conduct or capability is unsatisfactory, you will be given a first level warning. This warning will be recorded in writing and will remain on your file for six months. The warning will state the reason for this level of particular warning and the improvement required within a given time period. Once the six month period has expired the warning will be removed from your file, provided that satisfactory conduct has been maintained.
•
Second Level Warning – if conduct is of a more serious nature or if, following a first level warning, your conduct or performance is still unsatisfactory, a second level warning will be given in writing. The warning will state the reason for this level of particular warning and the improvement required within a given time period. If you don’t improve, further disciplinary action may be taken. A second level warning will remain on your file for a period of nine months but will be removed after that time if you have demonstrated a satisfactory improvement in your conduct.
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Disciplinary and Grievance Rules and Procedures (cont) •
Final Warning – if the offence is very serious or if, following a second level warning your conduct is still unsatisfactory, a final warning will be given in writing. It will state the reason for the warning, the required improvement and the consequences of further misconduct. If you don’t improve, further disciplinary action maybe taken which could ultimately lead to dismissal. This warning will remain on your file for 12 months but will be removed after that time if you have demonstrated a satisfactory improvement in your conduct.
• Dismissal – in cases of serious breaches of discipline you may be dismissed. This may be with or without notice. • Demotion/ Transfer - if considered appropriate by the Company, you may be demoted or transferred to another post as an alternative to being dismissed.
Right of Appeal You have the right to appeal against any disciplinary action taken against you. An appeal should be made in writing, stating the grounds for appeal and sent to your manager’s manager or a member of the HR team, no later than seven days from the date of the letter confirming the outcome of your disciplinary. A date and time for the appeal meeting will be confirmed to you normally within fourteen days of the date of the meeting. Where possible, the appeal meeting will be held by a more senior manager who has not been involved in the original disciplinary decision and a company representative. As at the first meeting, you have the right to be accompanied to the appeal meeting. It is your responsibility to inform the manager meeting the appeal of your chosen representative before the meeting. The procedure to be followed at the appeal meeting may vary according to the nature of the appeal. Appeal meetings will not normally repeat the factual investigation that took place for the disciplinary meeting, but what is required will be at our discretion, depending on your grounds of appeal and the circumstances of your case. A decision will be made and confirmed to you normally within seven days of the appeal meeting and this decision will be final. The decision may be to: (a) overrule the original decision as the concerns (or some of them) were justified; (b) decide that no action should be taken and uphold the original decision; (c) reduce the level of disciplinary action taken; [or (d) increase the level of disciplinary action, in which case you will have further right of appeal.]
There is no further right of appeal.
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Respect at Work Policy Applies to All Peach Pubs Ltd (the “Company”) team working in or for Peach Pubs. Peach is committed to providing all its team with a welcoming, friendly, and fair working environment. As a Company, it is up to each and every one of us to make sure we create a working environment where we respect and embrace the views, beliefs and individual differences of each other and our guests, which in turn allows us all to work in an environment that lets us maintain our own dignity whilst at work, both in our pubs and offices. This commitment and expectation extends to our guests, applicants, external contractors, consultants and anyone working on our premises. This policy and approach aims to ensure that no team member, applicant, guest, external contractor or consultant suffers bullying or harassment or receives less favourable treatment in the form of any type of discrimination or is placed at a disadvantage at work because of a Protected Characteristic, which means, on the grounds of age, disability, gender reassignment, race, religion or belief, gender, sexual orientation, marriage and civil partnership and pregnancy and maternity. This is extended to our team who, whilst at work, feel harassed by our guests, applicants, external contractors, consultants and anyone working on our premises. The Company is equally committed in protecting all team from unfair treatment if they have made or supported a complaint or raised a grievance under this Equality at Work Policy; or because they are suspected of doing so. Any cases where deliberate false or malicious allegations are made, the team member will be dealt with under the Company’s Disciplinary Policy. This is considered Gross Misconduct and may result in dismissal. DEFINITIONS Protected Characteristic • Age • Disability • Gender Reassignment • Marriage and Civil Partnership • Pregnancy and Maternity • Race • Religion or Belief • Sex • Sexual Orientation
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Respect at work policy (cont) Discrimination: Can be summarised as a team member being treated less favourably than another person because of a protected characteristic they have, are thought to have or because they associate with someone who has a protected characteristic. Bullying and Harassment: Is defined as unwanted conduct, which has the purpose or effect of violating an individual’s dignity or creating an intimidating, hostile, degrading, humiliating or offensive environment for that team member. Third Party Harassment: Where a team member is subjected to harassment by a guest or an external contractor or consultant. Victimisation: Someone is treated badly because they have made, supported or thought to have made a complaint or grievance through the Equality at Work Policy. Saying that the discrimination was not intentional or deliberate will not normally be an acceptable excuse.
PROCEDURE The following procedure has been designed to support any team member, applicant, guest, or consultant who may be subjected to bullying or harassment or receives less favourable treatment in any of our locations. It is meant as a guideline only and is not contractual. Supportive Framework Peach recognises that making a complaint of bullying or harassment is likely to be a distressing experience and that in some instances individuals may find it difficult to raise complaints directly with your Manager. Accordingly, individuals may approach your Managers manager or a member of the HR Team, who will be able to provide you with support and seek advice. Confidentiality will be respected at all times and the circulation of information will be minimised to that which is necessary to ensure a fair investigation and hearing. Keeping a Record It is important that anyone who believes they have been/ are being bullied or harassed or is being treated unfairly keeps a record of the details of each incident as soon after the event as possible: • Date, Time & Place • Names of who was involved and what actually happened • The effect the incident had on you/the recipient • Name/s of any witness/es • Action taken and whether reported to management • Any correspondence relating to the incidents and subsequent complaints.
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Respect at work policy (cont) Informal Resolution In the first instance, every effort should be made to resolve the issue informally. As soon after the incident as possible the individual should discuss the incident with the alleged bully/ harasser; making it clear that the incident was not welcomed and should not be repeated. This could be put in writing to them if the complainant is too embarrassed to speak directly to the alleged bully/harasser. The complainant should make a note of the action taken. If this approach does not resolve the problem, the individual should contact their Manager, Manager’s Manager or a member of the HR Team – depending on who is most appropriate. Where the individual indicates that they would prefer to discuss the matter with a person of the same sex/ race etc. this will be arranged whenever possible. Any discussion will be confidential and no further action will be taken without the consent of the individual concerned. In some cases the allegation may be so serious as to require immediate action; for example if it involves a criminal offence or serious misconduct. In such circumstances the Company may be compelled to take action irrespective of the individual’s wishes. Following an attempt to resolve a problem informally, the individual may choose to: • Take no further action at this stage, but record any future incidents as recommended above and keep the situation under review, enabling the individual to seek further advice in the future if necessary. • Ask the person to stop the offending behaviour and again keep the situation under review (if the alleged harasser has not already been approached). Formal Resolution An individual may decide to make a formal complaint. The formal procedure, as outlined in the Company’s Grievance Policy, should be followed in these circumstances. False or Malicious Allegations Where an individual deliberately makes false or malicious allegations, this will be dealt with under the Company’s Disciplinary Policy. Such conduct is considered to be Gross Misconduct and may result in dismissal.
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No Theft & Fraud Policy Applies to all Peach Pubs Ltd team who work for Peach Pubs. Peach is absolutely committed to maintaining an honest, open and well-intentioned atmosphere within the organisation. It is therefore also committed to the elimination of any fraud within the organisation, and to the rigorous investigation of any such cases. Peach already has procedures in place that reduce the likelihood of fraud occurring. These include documented procedures and documented systems of internal control and risk assessment. In addition Peach tries to ensure that a risk (and fraud) awareness culture exists in this organisation. This policy applies to any irregularity, or suspected irregularity, involving team as well as consultant, vendors, contractors, and/or any other parties with a business relationship with the organisation. Any investigations required will be conducted without regard to any person’s relationship to Peach, position or length of service. Definitions: Theft Theft is defined as the unauthorised removal of cash, stock or any other Company Property for personal or other gain. Fraud Fraud compromises both the use of deception to obtain an unjust or illegal financial advantage and intentional misrepresentation affecting the financial statements by one or more individuals among the management team or third parties, Below are examples and are used to illustrate the above definitions and are by no way an exhaustive list: • Failures to bank cash taking • The manipulation of declared takings or stock resulting in a cash or stock shortage that cannot be traced • Any fraudulent transactions applied to credit/debit cards • The fraudulent use of promotional vouchers or loyalty cards in order to apply them to a part/full bill and remove the equivalent amount in cash • The fraudulent use of any discount type in order to apply them to a part/full bill and remove the equivalent amount in cash • Fraudulent part/full till refunds, voids or comps which cannot be traced • Failure to declare a sale • ‘Sweet hearting’ – enticing the guest to provide a larger tip by giving them complimentary food and/or drink • Supplying food and drink to family and friends and yourself without charge • Fraudulent use of petty cash or expenses claims without supporting receipts
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No Theft & Fraud Policy (cont) Action Peach will not tolerate theft or fraud by any team members and if evidence provides for reasonable belief to suggest there has been a theft or fraud the team member may be subjected to disciplinary action which may result in termination of their employment for reasons of Gross Misconduct. Peach may also instigate civil recovery through the Courts to recover any losses incurred. Peach may pass any theft or fraud cases over to the Police for criminal investigations and Peach reserves the right to prosecute those found to have stolen or been fraudulent during the course of their employment with Peach.
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Peach Glossary of Food Aioli
Cold emulsion of egg yolks, olive oil and garlic
Al dente
Generally referred to pasta meaning cooked just to the point of being tender but still remains firm
Anglaise
A light custard made from egg yolks, milk, cream, sugar and Vanilla
Antipasto
Italian for ‘before the meal’, usually consists of an assortment of cold meats seafood and vegetables
Amaretto
Italian liqueur made from ground apricot kernels
Balsamic Vinegar Special Italian Vinegar from Modena aged for at least 7 years in oak barrels. Also 12 year old. Béarnaise
A hollandaise sauce with tarragon
Bechemel
Basic roux sauce made with milk
Bresaola
Beef marinated in red wine, mirepoix of vegetables, juniper chilli, garlic, herbs, salt and pepper, then air dried.
Beurre Blanc
Sauce made from a white wine and white wine vinegar reduction mixed with lots of unsalted butter. Variations are with Sauternes or with chopped chives or with sorrel added.
Bok Choy
Chinese white cabbage
Bordelaise sauce Rich red wine sauce made with shallots, Bordeaux and bone marrow Brandy Snap
Thin sugary biscuit (ginger)
Brioche
Enriched yeast dough made with lots of butter
Brochette
French word for skewer, similar to kebab
Bruschetta
Italian bread grilled, rubbed with garlic ad olive oil, usually topped with vegetables, cheese or fish
Carpaccio
Marinated thinly sliced fish or meat (eg beef carpaccio, or tuna)
Carnaroli
Italian rice of short fat grains used to make risotto
Cassoulet
A speciality from Languedoc, South west France, it is a rich stew generally of white beans, pork mutton, sausages and confit of goose or duck
Champ
Mashed potatoes with spring onions
Chevre
A type of Goats’ Cheese
Chorizo
Spicy Hot cured Spanish Pork Sausage
Choux Pastry
A very light, airy pastry (used for Profiteroles). Choux pastry can also be savoury
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Peach Glossary of Food (cont) Chutney
A type of preserve, usually savoury, eg tomato
Clarified Butter
Butter that has been melted and then impurities eg salt and butter milk removed. It is clear and has a higher cooking temperature
Colcannon
Mashed potatoes with shredded cabbage/ An Irish speciality
Compote
Fruit or Veg, fresh, or dried, cooked whole or in pieces in syrup
Concasse
A dice of fresh tomato using the flesh only) May also apply to other fruits and vegetables
Confit
From the French ‘Confire’ – to preserve. One of the oldest methods of preserving food involving salt curing and storage in goose fat. It is a speciality of South West France
Cornichons
Small pickled gherkins often accompanying charcuterie (cooked and cured meats)
Coulis
A liquid puree or sauce of fruit, vegetables or shellfish
Court-Bouillon
Aromatic liquor used for poaching fish, crustaceans and shellfish, white meats and vegetables
Couscous
A traditional dish of North African made with durum wheat (milled form of semolina) meats and vegetables in an aromatic stew
Crème Chantilly Whipped cream flavoured with vanilla and sugar Crème Fraiche
A slightly soured cream
Crostini
Small Slices of Fried or toasted bread
Cumberland
Sauce for game made with port, red current jelly, orange and lemon with stock
Dauphinoise
Sliced potatoes cooked with cream and garlic
Duxelles
Finely chopped shallot, mushroom, tarragon and white wine
Escabeche
A means of preparing fish, the fish is first pan-fried then marinated in olive oil, herbs, vegetables and vinegar
Escalope
A type of cut, thin and on a slant
Five spice powder A blend of cinnamon, cloves, fennel, cayenne pepper and ginger. Foccacia
Flat Italian olive bread with sea salt, rosemary and garlic
Fondant potatoes Turned potatoes cooked in butter and then in stock or Duck Fat Frangipane
A filling used in desserts. A paste of butter, ground almonds, sugar and egg yolks
Gravadlax
Fresh salmon cured with sugar, salt and dill
Hollandaise
Sauce made with egg yolks, lemon juice and butter
Harissa
A fiery red pepper sauce from North Africa
Julienne
Style of cutting into fine batons
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Peach Glossary of Food (cont) Juniper
A berry strong in flavour, used with game (gin)
Jus
Juice – a reduction stock used to finish dishes
Lemon Grass
A lemon scented grass (stick) used to make tea and for Thai cooking
Pancetta
Dry cured Italian Pork Belly
Parfait
A smooth mixture set in a terrine mould
Persillade
A paste made form parsley, garlic, butter and finished with bread crumbs. Forms a crust on the outside of met or fish dishes
Pesto
Puree of basil, parmesan, pine nuts, garlic and olive oil
Pithiviers
A puffy pastry case filled with frangipane and fruit or chocolate
Ratatouille
French vegetable stew with onion, pepper, courgette, aubergine, tomato and garlic
Risotto
Italian rice dish made with Carnaroli rice, cooked with butter and stock. Usually finished with parmesan except for fish stock based risotto
Salsa Verde Chopped capers, cornichons, anchovy, parsley, olive oil, garlic, mustard Tapenade
A paste of black olives, anchovies, olive oil and garlic. Sometimes sweetened with chopped dates
Tartare
Sauce made from mayonnaise with tarragon, parsley, cornichons and capers
Tatin
Caramelised (usually apple) tart – cooked upside down with puff pastry on top then turned out
Terrine
A rectangular mould, also a coarse pâté
Valrhona
Fine quality French chocolate from the Rhône Valley - the best cooking chocolate in the world!
Velouté
A basic roux sauce made with stock
Vierge Sauce made with olive oil, shallot, basil, tarragon and tomato concasse
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The Peach Pub Company Ltd The Peach Barns Somerton Road North Aston Bicester OX25 6HX Tel: 01869 220110 www.peachpubs.com