Policies and Procedures
In a Training restaurant, we need to ensure we have correct policies and procedures to ensure that we all working up to the same standards to give top quality service.
Staff Uniform Policy This is to ensure all staff are neatly presented and wear the appropriate uniform required as a front of house for Occupational Health and Safety Reasons. The Management have the responsibility that Staff are aware of the uniform requirements and ensuring all staff are in the appropriate uniform prior to service. All staff must be in Full correct uniform to be able to start their shifts. Any Staff out of uniform will be sent home.
Uniform PROCEDURES
Male/Female must use :
black bow tie for Certificate 3&4 Students
Tie for Diploma students
black Waistcoat
black socks
Polished safety shoes
black long pants
white long sleeve shirts
Customer Complaint Policy This is a guide for all staff to handle complaints from the customers. As we acknowledge all feedback given to the staff however we must have a policy in place to handle complaints in a correct manner which can affect the restaurant as well as the customers point of view.All Feedback and complaints are handled so that we as a team can report and improve from those complaints recorded. The Management are responsible to providing the feedback form and make sure all staff are aware on the correct way to handle all customer complaints.
Complain procedures
· Listen, empathize,and investigate the problem.
· Suggest a replacement.
· Make sure the replacement food is delivered as soon as possible and satisfied the customer.
· Serve the replacement dish.
· Return a few minutes later to check if the replacement dish is to the guest’s approval.
· Always inform the supervisor/manager of the complaint.
Hygiene Policy is to provide guidance to all students in the safe purchase, storage, handling and preparation of food to ensure compliance with food hygiene standards and minimize the risk of food poisoning to our customers. Also, to encourage awareness of food allergies and provide guidance on the avoidance and emergency response to anaphylactic reactions. Good food hygiene will be achieved by ensuring that Food preparation, handling and storage areas are kept clean and food handlers maintain good standards of personal hygiene at all times All foods are properly cooked (especially meat), Foods are stored at the right temperature; Food Hygiene Policy Raw foods are prevented from cross-contaminating ready-to-eat foods. All food service facilities shall adhere to the Food Regulations 2002 (refer www.health.sa.gov.au/pehs/Food/food-regulations-2002-dec06.pdf).
This Policy applies to all Bentley Pine’s employees and students.
The Bentley Pine’s General Manager is responsible for ensuring that this policy and procedure is communicated to, and implemented by Bentley Pine’s staff and students. Bentley Pine’s employees and students involved in food preparation, handling or storage are responsible for maintaining good personal hygiene, in accordance with this procedure.
Hygiene Procedure
Personal hygiene shall be maintained when preparing or handling food through the following:
(a) Thoroughly washing (using warm water and liquid soap) and drying (using disposable towels or air) hands regularly when handling food, in particular:
• Before handling food
• Immediately after handling raw food, especially raw meat or poultry
• After going to the toilet
• After handling money
• After blowing their nose, sneezing or coughing
(b) Wearing clean clothes and, where practicable, protective food handling gloves and food handling tongs (to reduce direct contact with food)
(c) Tie hair back
(d) Cover cuts or sores with clean waterproof dressings
(e) Avoid wearing jewelry, false nails or other items that might fall into food
(f) Avoid touching face or hair
(g) Avoid coughing or sneezing over food
(h) No smoking in uniform or on shift
Uniform PROCEDURES
Male/Female must use :
black bow tie for Certificate 3&4 Students
Tie for Diploma students
black Waistcoat
black socks
Polished safety shoes
black long pants
white long sleeve shirts
Customer Complaint Policy This is a guide for all staff to handle complaints from the customers. As we acknowledge all feedback given to the staff however we must have a policy in place to handle complaints in a correct manner which can affect the restaurant as well as the customers point of view.All Feedback and complaints are handled so that we as a team can report and improve from those complaints recorded. The Management are responsible to providing the feedback form and make sure all staff are aware on the correct way to handle all customer complaints.
Complain procedures
· Listen, empathize,and investigate the problem.
· Suggest a replacement.
· Make sure the replacement food is delivered as soon as possible and satisfied the customer.
· Serve the replacement dish.
· Return a few minutes later to check if the replacement dish is to the guest’s approval.
· Always inform the supervisor/manager of the complaint.
Hygiene Policy is to provide guidance to all students in the safe purchase, storage, handling and preparation of food to ensure compliance with food hygiene standards and minimize the risk of food poisoning to our customers. Also, to encourage awareness of food allergies and provide guidance on the avoidance and emergency response to anaphylactic reactions. Good food hygiene will be achieved by ensuring that Food preparation, handling and storage areas are kept clean and food handlers maintain good standards of personal hygiene at all times All foods are properly cooked (especially meat), Foods are stored at the right temperature; Food Hygiene Policy Raw foods are prevented from cross-contaminating ready-to-eat foods. All food service facilities shall adhere to the Food Regulations 2002 (refer www.health.sa.gov.au/pehs/Food/food-regulations-2002-dec06.pdf).
This Policy applies to all Bentley Pine’s employees and students.
The Bentley Pine’s General Manager is responsible for ensuring that this policy and procedure is communicated to, and implemented by Bentley Pine’s staff and students. Bentley Pine’s employees and students involved in food preparation, handling or storage are responsible for maintaining good personal hygiene, in accordance with this procedure.
Hygiene Procedure
Personal hygiene shall be maintained when preparing or handling food through the following:
(a) Thoroughly washing (using warm water and liquid soap) and drying (using disposable towels or air) hands regularly when handling food, in particular:
• Before handling food
• Immediately after handling raw food, especially raw meat or poultry
• After going to the toilet
• After handling money
• After blowing their nose, sneezing or coughing
(b) Wearing clean clothes and, where practicable, protective food handling gloves and food handling tongs (to reduce direct contact with food)
(c) Tie hair back
(d) Cover cuts or sores with clean waterproof dressings
(e) Avoid wearing jewelry, false nails or other items that might fall into food
(f) Avoid touching face or hair
(g) Avoid coughing or sneezing over food
(h) No smoking in uniform or on shift
