STAFF MEETING

July 2011

BUSINESS UPDATE►ACCOMMODATION SALES►LIQUOR SALES►FOOD SALES►WAGE SPEND

ACCOMMODATION►ROOM REVENUE IS 100% PROFIT►ROOMS SOLD LAST MONTH: 481►OCCUPANCY LEVELS: 61%►BREAKFASTS: 651►REVENUE THIS MONTH =

£18,236

LIQUOR SALES►£5705 TAKEN THROUGH THE TILLS►CURRENT GP =

FOOD SALES►£7609 TAKEN THROUGH THE TILLS►CURRENT GP =

WAGE SPEND►WAGE BUDGET : AGREED £4400 WEEKLY

PERIOD 5 (FEB)Payroll costs:Vs budget: (£829) ytd vs last year £8067 Controllable costs:Vs budget: (£2876) ytd vs last year £3488

PERIOD 8 MAYPayroll costs:Vs budget: £3466 ytd vs last year £20,398Controllable costs:Vs budget: £7868 ytd vs last year £22,567

CUSTOMER SERVICEBAR STANDARDS

RECEPTION STANDARDS

COMPLAINTS

FEEDBACK

BAR STANDARDS

► ALWAYS ADDRESS / ACKNOWLEDGE CUSTOMER► SOFT SELL AND OFFER ADVICE ON CHOICES► ACKNOWLEDGE ANYONE WHO IS WAITING► APOLOGISE IF CUSTOMER HAS TO WAIT► DO NOT STAND CHATTING AT END OF BAR► CHECK BACKS IN RESTAURANT ► OBSERVE / APPROACH / ATTEND► REMEMBER WHERE YOU ARE AND HOW YOU

CONDUCT YOURSELF

RECEPTION STANDARDS► TELEPHONE TAKES PRIORITY► FOLLOW SCRIPT WHEN ANSWERING PHONE► ASK ALL DEPARTING GUESTS IF EVERYTHING WAS

OK WITH THEIR STAY► INFORM ALL ARRIVING GUESTS THAT THEY CAN LET

US KNOW IF THEY NEED ANYTHING► GREET EVERYONE AT RECEPTION DESK WITH “ HOW

CAN I HELP”► IF BLEEPED ON PHONE: APOLOGISE ► STAND WHEN GREETING CUSTOMER AT DESK► TAKE ALL FEEDBACK / BED LETTERS SERIOUSLY► NEVER ADDRESS A GUEST AS “MATE” “LOVE”

“HUN” ETC

COMPLAINTS / FEEDBACK►HOW DO WE GET FEEDBACK /

COMPLAINTS ?►WE DO NOT ALLOW A COMPLAINT TO LEAVE

THE HOTEL. HOW DO WE DO THIS ?►WHO DO CUSTOMERS COMPLAIN TO ?►WHO IS RESPONSIBLE FOR HANDLING A

COMPLAINT WHEN IT IS MADE ?►HOW SHOULD WE DEAL WITH A

COMPLAINT ?►HOW SHOULD WE DEAL WITH FEEDBACK ?►WHAT DO WE DO IF WE CAN’T RESOLVE AN

ISSUE?►THE 10:1 RATIO

KITCHEN►COMPLIMENTS►PROCESSES AND PROCEDURES►ASSISTANT CHEF►RECENT CMI vs NOV 2010 CMI►STOCK►PLEASE RELAY CUSTOMER FEEDBACK

PROCEDURES AND PROCESSES

► BAR STAFF BREAK TIMES► DRINKING AFTER SHIFTS► OFF DUTY: ACCESS ONLY TO BAR / RESTAURANT AREAS► DO NOT DISTRACT OR INTERFERE WITH STAFF WHO ARE

WORKING WHEN YOU ARE OFF DUTY► KITCHEN IS NOT A MEETING PLACE FOR STAFF. ► NATHAN / RACHEL WILL ASK YOU TO LEAVE IF YOU ARE IN

KITCHEN WITHOUT GOOD REASON. MANAGERS AND STAFF► WE WILL NO LONGER HOLD DEPARTMENT STAFF MEETINGS

UNLESS IT IS ABSOLUTELY NECESSARY OR FOR TRAINING.► NIGHT DUTY MANAGERS: DUTIES / RESPONSIBILITIES► INCENTIVES: MUST BE MAINTAINED. RESULTS NOT DISPLAYED

ON NOTICE BOARDS

PROCEDURES AND PROCESSES

► CASHING UP IS TO BE DONE “BLIND” CASH SHEET WILL BE USED

► BAR STAFF TO START SEPERATING PROMO’S FOR TILLS 1 & 2► NO-ONE IS TO START A BAR TAB WITHOUT SECURING A CARD► WE DO NOT OFFER TABLE SERVICE. ► WE ONLY USE BREAKFAST ROOM FOR LARGE BOOKINGS► WE ONLY ACCEPT PASSPORT / LICENCE AS PROOF OF ID► WE DO NOT SERVE ALCOHOL TO ANYONE WHO IS OR

APPEARS TO BE DRUNK OR THEIR COMPANIONS► UNIFORM WORN AT ALL TIMES. (NO JUMPERS, CARDI’S,

JOGGERS,) THIS INCLUDES MANAGEMENT► RECEIPTS ARE ENTERED ON THE DAY OF EXPENSE► LEDGER PAYMENTS ARE PROCESSED SETTLED AND FAXED ON

DEPARTURE

PROCEDURES AND PROCESSES

► WAGE SLIPS: CONFIDENTIALITY / SECURITY► LETTERS ADDRESSED TO “THE MANAGER”► DEPOSITS: ENTERED ONTO WSOB WHEN RECEIVED► HOLIDAY REQUESTS: PEAK TRADING TIMES. MANAGERS

HOLIDAYS WILL NOT BE VALID UNLESS AUTHORISED► STOCK CHECKS: LIQUOR STOCK EVERY SAT / SUN► FUNCTIONS: EVERY MEMBER OF STAFF SHOULD EXPECT TO BE

ASKED TO HELP OUT ON BUSY FUNCTIONS & ALL MANAGEMENT STAFF WILL WORK ON BUSY FUNCTIONS. UNLESS IN EXCEPTIONAL CIRCUMSTANCES

► FUNCTION HOURS AND PRICING: 1AM CLOSING TIME.► ALL FUNCTION MENUS AND WEDDING PRICES UNDER REVIEW

PROCEDURES AND PROCESSES

► EXPENDITURE: APART FROM EMERGENCY PURCHASES / URGENT REPAIRS / NORMAL REGULAR COSTS / BUSINESS CRITICAL COST. I MUST AUTHORISE ALL EXPENDITURE.

► FUNCTION BOOKINGS TO BE ENTERED ON WELCOME AS WELL AS FUNCTION BOOK

► BAR STAFF WHO ARE TAKING LARGE FOOD / GROUP ORDERS PLEASE INFORM KITCHEN

► RECEPTION STAFF MUST USE THEIR OWN LOG ON DETAILS, AND LOG OFF WHEN FINISHING SHIFT

► WE WILL CUSTOMISE WEDDINGS / FUNCTIONS AND GIVE CUSTOMERS OPPORTUNITY TO MIX AND MATCH

HOUSEKEEPING► RECOGNITION► DELIVERY NOTES / RETURN NOTES, PLEASE CHECK

OFF AGAINST STOCK► ROOM SET – UP► IT IS EVERYONES RESPONSIBILITY TO CLEAN AS

THEY GO, AND DEAL WITH RUBBISH / SMEARS / DUST ETC

► WE SHOULD ALL MAKE A POINT OF CHECKING TOILETS REGULARLY THROUGHOUT THE DAY

► ROOM CHECKS (MANAGERS / SELF CHECKS)► NIGHT DUTY MANAGERS + HOUSEKEEPERS► HEAD HOUSEKEEPER

COMMUNICATION► STAFF AND CUSTOMERS: POLITE / RESPECT / INTERESTED / OPPORTUNITY► STAFF AND STAFF: SHARE BEST PRACTICE / MINDFUL OF CUSTOMERS

WHO MAY BE LISTENING► MANAGERS AND STAFF: WE WILL RESPECT OUR STAFF, USING DIRECTION

AND COACHING, WE WILL TREAT OUR STAFF THE WAY WE EXPECT TO BE TREATED, ASK NOT ORDER, WE DO NOT SHOUT WE DISCUSS. WE WILL NOT USE FORMAL LETTERS, WARNINGS OR DISCIPLINARY PROCEEDINGS WITHOUT MY AUTHORISATION.

THE WAY FORWARDWE ARE ALL RESPONSIBLE FOR THE BUSINESS

EACH DEPT NEEDS TO CONSTANTLY EVOLVE AND IMPROVE

AS A TEAM WE ARE CONSTANTLY COMPLIMENTED BY OUR CUSTOMERS

WE ARE THE STRONGEST INGREDIENT IN THE BUSINESS ACCORDING TO CUSTOMER FEEDBACK

OUR BRAND AND OUR PRODUCTS ARE STRONG.

WE NEED TO BUILD OUR SALES OUR STANDARDS AND OUR REPUTATION TOGETHER AS A TEAM.

WE NEED YOUR IDEAS, INITIATIVES AND SUGGESTIONS