XXXXXXXX

Staff Handbook

Version XXX – XXXX 2010

Welcome to XXXXX!
Welcome to your new position at XXXXXX. We hope that you will enjoy your job here and that we
can provide an environment that will not only earn you money but which will provide you with
challenge, stimulation and enjoyment. We firmly believe in opportunity for our staff, and will take
every opportunity for you to learn and to develop yourself if you show the willingness to do so.

At XXXXXX our key goals for staff are to be professional, friendly (to customers and each other)
and to enjoy their work. If at any time you feel that you have something to say about the way
things are done, or are unhappy with anything please do speak to your supervisor. We consider
ourselves to be an organisation that is continually learning and striving to improve – and you are
an integral part of this process. You have a voice, let it be heard!

Forms

Before you start work there are two forms that you will be required to complete. These are as
follows:

1. Tax file Number Declaration (will be supplied by your supervisor – located in operations
manual)
2. Staff details form (found in the appendix of this handbook)
Details of XXXXXX

Owner

XXXXXX

Location
XXXXXX

Contact Telephone Numbers

Cafe: XXXXXX

Owner: XXXXXX

Owner: XXXXXX

E- Mail

Owner: XXXXXX

Website:
Trading Hours

Monday – Fri: XXXXXX

Saturday & Sunday XXXXXX

Credit Card Facilities

We accept XXXXXX.

There is a $XXXXXX minimum for all of the above.

BUSINESS PROFILE/ CONCEPT

Description of Business

Place

Product – Interior

Product - Menu

Product – Service

Product – Eat-in / Take Away

Profitability
People

1. Our staff should always be smart, well presented and be dressed in an approved
uniform. We encourage individuality, but within the boundaries of what we deem to be an
acceptable standard of presentation.
2. Our main target market XXXXXX.
Vision
Our vision is to be recognised by our customers and critics as XXXXXX. We aim to exceed
expectations in all respects. However an emphasis will be placed on our core values:

XXXXXX

At all times it will be to remember why we are in business, and that reason is to make money. All
staff should be aware of this fact and encouraged to increase the efficiency of the business.

However, we do not measure our success purely based on financial aspects. We believe that a
business is not a success without happy staff and happy customers – and that this should be
maintained as an ongoing goal of the business.

Background and History

XXXXXX

Ownership
XXXXXX is owned by XXXXXX

Facilities
Toilets

Toilets are located XXXXXX

Parking

There is parking XXXXXX

Job Descriptions

Kitchenhand

The Kitchenhand is responsible for the following tasks, but in gereral the main responsibilities of
the kitchenhand are to wash dishes, clean and to assist the chef with general food preparation.

Clean All Dishes

Keep Walls Clean
Keep Shelves Clean
Tidy Shelves
Prepare Food for Chef
Flatten Cardboard Boxes & Put beside Bin
Sweep Kitchen Floor
Clean Bin (Inside & Out)
Clean Outside of Dishwasher
Put Dishes & Cups away
Polish Cutlery
Polish Wine Glasses
Clean Steel Kitchen Area
Clean Windows (Spray & Wipe)
Sweep Floor
Keep Bin Area Tidy
Clear Tables (if busy)
Chef
The Chef is required:

To prepare all food ordered at XXXXXX, with the exception of pre-made XXXXXX
To prepare adequate stocks to enable food preparation
To advise supervisor of quantities required for stock ordering
To keep all kitchen areas clean
To supervise and provide tasks for Kitchenhand
To provide advice on menu development
To provide advice on kitchen costs and suppliers

Waitperson
The main tasks of the waitperson are to serve customers, but the waitperson will also be required
to use the cash register, re-stock items and, on occasion, wash dishes, clean the café and other
tasks in general (as requested by the Supervisor).

The following are also tasks required of the waitperson:

Check that Tables are all wiped & Clean

Check that all outside tables have Ashtrays
Straighten tables up
Check that no tables are wobbly
Top Up Salt & Pepper Shakers
Polish Cutlery
Polish Mineral Water Glasses
Top Up Pepper Grinders
Clean Fridge Doors
Clean shelves
Clean marks off of windows
Check Floor for Sugar Sachets / Rubbish
Top Up Chocolate Sprinkle Tub
Top Up Sugar Sachets Bowl
Top Up Straws
Fold Small Cake Napkins
Fold Take away trays
Top Up Soft Drinks
Top Up Mineral Water
Chop Strawberries
Chop Lemons
Supervisor

The supervisor must be competent in all areas of café operation prior to being promoted to the
position. The Supervisor’s main responsibilities are to oversee the smooth running of the café,
to open & close the café, and to cash up.

Prior to being promoted to Supervisor, the staff member must have gained competance in the
following areas

Task

Table Waiting
Coffee Making
Grinder Adjustment
3pm Closedown Procedure
Daily Stockup
Cold Drinks Making
Table Setup
Kitchenhand tasks
Opening Procedure
Closing Procedure
Cash Register
Cleaning Products
Storage Areas
Stock Ordering
Disaster Recovery

Supervisors are empowered to make decisions, but must be aware that they will be held
accountable for any café property lost or unnecessarily used by themselves or the staff they are
supervising at the time.

Repeated examples may lead to the removal of the supervisor status of the employee
concerned.
Barista

The Barista is responsible for the provision of all drinks, as well as cleaning and re-stocking of all
items within the bar area. The Barista must have excellent coffee making ability in terms of both
speed and quality of coffee. The Barista will also be required to gain basic waiting skills and
knowledge of the floor operations.

Barista Tasks

Coffee Making
Cold Drinks Making
Cleaning of Coffee Machine
Polish Mineral Water Glasses
Clean Fridge Doors
Clean shelves
Top Up Chocolate Sprinkle Tub
Make Chocolate Mix
Top Up Sugar Sachets Bowl
Top Up Straws
Fold Take away trays
Top Up Soft Drinks
Stock Up Coffee Cups / Lids
Chop Strawberries
Chop Lemons
 Staff Rules

Shifts – Kitchenhand

Kitchenhands are rostered from XXXXXX each day and from XXXXXX in the evenings. A half
hour break and food is provided during the day. A half hour break is provided during the evening
shift.

Shifts – Floor Staff

You will be sent an SMS or given a phone call on XXXXXX in relation to your shifts for the week.
You must confirm your shifts the same day either by telephone, SMS or e-mail.

You will be given a half hour break and a meal (but only if you work 5 hours or more
consecutively).

If the café is too quiet, you may be sent home earlier than scheduled. However, you will not be
sent home having worked less than 3 hours.

When all shifts have been confiirmed, the rota will be sent to all staff via e-mail.

The café’s opening hours are as follows:

Friday – XXXXXX
Saturday - XXXXXX
Sunday - XXXXXX

Clothing
First impressions are lasting impressions. You are the first impression of XXXXXX,
consequently your appearance must be neat at all times.

- All clothing must be clean, tidy and ironed

- Only Black is permitted (top & trousers or skirt)
- Use common sense – do not wear inappropriate clothing for the job you have to
do
- Your Apron is your responsibility. It must be kept clean and ironed for each
shift.
- No Jeans
- No Shorts
- We don't want to take away your personality so we ask that you use your
common sense in keeping your uniform presentable and the amount of jewellery
you wear.
- You must wear Black, Non slip shoes.
- No Runners
Grooming

Keep the place looking like it is clean and hygienic enough to serve great fresh
food.
This is achieved by following these simple guidelines:

1. Clean-shaven or well-kept facial hair

2. Hair must be clean and brushed. Shoulder length hair must be tied back.
3. Clear or natural nail polish only, nails to be trimmed and clean. No false nails
please.
4. Light make up only.
5. A mild deodorant must be used
6. No strong perfumes
7. No visible facial piercings (except ears!)

Hygiene

1. Employees are expected to notify the supervisor if they have a contagious

disease.
2. Employees may not work with an acute respiratory infection or an open
infected wound, or boil in an area that is likely to contaminate food.
3. Employees should wash hands thoroughly with soap and warm water before
starting work, and as often as necessary to keep clean ( i.e. After smoking,
eating, using the toilet, sneezing, coughing or handling money)
4. Employees should not touch their hair, face or mouth during service. If you
do, you must wash your hands immediately
Tip Policy

Tips are a reward for a pleasurable dining experience. Ensure each customer
receives his or her change promptly.

The tips will be divided at the end of the shift between the floor staff equally. If one
staff member leaves earlier then the tips will be divided at that point with the
leaving staff member taking away their share. The remaining tips will be put back
into the bowl for calculation at the end of the shift.

$2 is placed in the bowl each day – this money belongs to XXXXXX – do not take it
home with you! There should always be $2 left in the bowl at the end of each day.

Tips at XXXXXX are a reward for your exemplary service. The better you perform
and the happier you keep the customers the greater your reward will be.

When tips are counted they will be confirmed by the supervisor and exchanged for
notes (by the supervisor only). Under no circumstances must an employee remove
money from the till in exchange for tip money.

Staff Meals

Staff meals are only provided on a designated break and are limited to 1 per day.

- Please do not order XXXXXX, time consuming or expensive items etc unless the
chef has too many of these items.
- When you wish to put in your order please ask the chef what he / she has
available rather than ordering from the menu.
- Do not ask for extra portions
- You must work a shift of 5 hours or more to receive a break and food
- Do not to eat meals next to customers

Staff Drinks

- Staff Drinks are limited to one soft drink per shift

- Do not drink any drinks that we have low stock of
- No Bottled soft drinks
- You may also have two coffees per day
- Do not drink in sight of the customer

Injury

If you sustain an injury at work please notify a supervisor immediately. All injuries
must be reported immediately, so they can be noted in the supervisors diary and
signed by the supervisor and yourself. The cafe can not take any responsibility for
any injuries not promptly reported.
Smoking

- You may only smoke on your designated break

- Smoking is not permitted within the cafe or directly outside the cafe

Punctuality

- Get a real watch. Buy a good reliable, noisy alarm clock! Your job depends on it!
- If you are going to be late please call
- You are required to be at work 5 minutes before your shift commences. This is
your time to prepare yourself to be ready to serve customers (Apron, docket
pads, pens, etc)

Toilet Breaks

When you need to take a toilet break, please ensure that you inform the supervisor

Conduct

- As we are a team all working together, all members of staff are expected to
conduct themselves in a professional manner at all times, and to respect the
rights of other team members.
- Do not run at any time
- Do not use loud or abusive language
- Always be friendly with customers when in conversation treat them as if they
were guests in your own home.
- Do not hide behind the bar!!!
- LOOK FOR THINGS TO DO
- LOOK FOR THINGS TO CLEAN

Floor Service

Only the Manager & Barista are allowed behind the Bar Area. On Weekends, only
the manager is to use the till unless you are requested to do so.

On weekends staff are not allowed to stand at the bar area and talk. If you wish to
talk, do so with a customer!

During “quiet periods” One staff member may remain at the bar to watch the inside
floor. This staff member must face the customers at all times. The other staff
member must stand in the entrance area to greet customers and to service the
outside area.

Pay

- Payday will be on XXXXXX

- You will be e-mailed a timesheet
- If you do not have e-mail, please request a print out of your timesheets (if
required)
Telephone

Please sound enthusiastic when answering the phone, and be as helpful as possible
with customers.

We would like you to answer the phone, "Good Afternoon, Evening, XXXXXX, XXXXX
speaking"

Staff may not take personal phone calls during service times unless an urgent
situation arises.

Please use your commonsense we do not want to become phone police so use the
phone only when it is really important and remember it is a business phone.

Mobile Phones

- Mobile Phones must be switched off and put away whilst you are at work.
- You may only use your mobile phone whilst on a designated break.

Sick Policy

- If you are going to be off sick, please call the day before
- It is not acceptable to call on the day of your shift

Holidays

Please try to give two weeks notice of any weekday holidays, events etc so that we
can plan the rota accordingly.
 XXXXXXXXXX
STAFF INFORMATION FORM
Name
Position
Address
Home Telephone
Mobile
E-Mail
Date of Birth
Next of Kin
Next of Kin Contact Tel
Superannuation Fund Name
Superannuation Fund Number
Details of Workers
Compensation Claims (if Any)

Bank Details
BSB
Account Number