Health and safety at work

STAFF HANDBOOK

Introduction

“Welcome to the TCB Team”

We understand that starting a new job can be a little stressful at times. This Staff Handbook has been compiled by the management of THE CHINESE BUFFET to guide and assist you during this challenging time. You have been selected to be part of our team because we believe that you have what it takes. Our desire is for you not only to enjoy your work, but also for you to make a positive contribution to the success of THE CHINESE BUFFET.

The information contained in this booklet is designed to provide you with a broad range of information about the THE CHINESE BUFFET and your involvement in the THE CHINESE BUFFET team. You will learn about the history of THE CHINESE BUFFET, what facilities and services the THE CHINESE BUFFET has to offer, how we will expect you to present and conduct yourself while at work, the benefits and conditions of being part of the THE CHINESE BUFFET team, the duties and responsibilities of team membership, as well as how we plan to assist in your personal development. Welcome to the Team!

Your Supervisor/AM/RM will review the contents of this handbook with you. Should you have any questions, please do not hesitate to ask.

A Message from The Manager

It is with great pleasure that I welcome you to the team at the THE CHINESE BUFFET. Our vision is to develop and maintain a profitable, well known and highly regarded THE CHINESE BUFFET that is reputed in all circles of the community for friendly efficient service and the ability to make the impossible possible.

To ensure the perpetual achievement of this vision, we have made it our objective to obtain and maintain the best personnel possible and to continually offer our guests only the highest quality products and service. Our company recognises that our goals may be reached only with the support of excelling individuals. Consequently, we expect the members of our team to perform on the highest level of which they are capable at all times. It is your smile, your special attention to detail, and your commitment to exceeding the expectations of our guests that will guarantee our future success and prosperity.

To initiate an atmosphere of open and honest communication, and to alleviate the possibility of future misunderstandings, I have instituted the guidelines presented in this handbook so that you will know what you may expect from me and what I will expect from you. Although this information is certainly not all inclusive, we believe it to be a sound basis upon which we may build a credible employer/employee relationship - a team environment. Consider this to be the beginning of a business contract - one that we intend to uphold, and one with which we expect your full and continual commitment.

Once again, welcome to the THE CHINESE BUFFET team.

I sincerely hope you will enjoy your new position and I look forward to working with you as we face the challenges of the future together.

Yours sincerely

Manager

THE CHINESE BUFFET - Overview

Launched initially as a single restaurant in Bolton the concept has grown in size and stature into an emerging brand with nationwide aspirations.

THE CHINESE BUFFET has clear aim of providing a new style of buffet restaurant, high quality food at affordable price to customers.

They created an eclectic blend of Chinese food using only the finest and freshest ingredients, prepared and presented to the highest of standards.

THE CHINESE BUFFET believes all their customers should receive the care, attention and quality they would expect from the finest of a la carte restaurant.

THE CHINESE BUFFET has exciting and ambitious expansion plans aiming to become UK popular brand by 2020.

Not Just Any Buffet, We’re... THE CHINESE BUFFET!

Guest Satisfaction

Doing It Together!

The people who choose to dine with us at THE CHINESE BUFFET come from many different places and have a wide variety of needs and desires. Our greatest challenge is to determine what our guests want, regardless of their purpose for dining at our restaurant, and then fulfil these desires. For example, the needs and desires of a business person differ greatly from those of a person who is on holidays. So, how do we ensure that our guests’ desires are fulfilled? The answer is, “We do it together.”

It is only through working as a team that we are able to ensure that all of our guest’s desires are fulfilled. It is only through communicating with one another and not making assumptions about what our fellow team members know that we are able to ensure a totally satisfying experience to each of our guests. It is only through anticipating our guests’ wishes and desires and being proactive that we are able to exceed our guests’ expectations.

As a member of the team, you play a critical role in this process. It is extremely important that you share the same beliefs about our guests as the other members of the team. These beliefs are as follows.

Our guests are the most important part of our business. Every one of them deserves to receive the very best that we are able to provide.

Our guests are not an interruption to our work, they are the purpose of our work.

Our guests are not cold statistics, they are human beings with feelings and emotions like our own.

Our guests are not someone to argue or match wits with. No one ever won an argument with a guest. If you win the argument, the guest never returns and the THE CHINESE BUFFET loses.

Our guests may not always be right, but regardless of our own personal opinions the guest must be treated as if they are right.

Our guests deserve to be treated with respect, warmth and sincerity.

Our guests deserve to receive professional, personalised, enthusiastic, and high quality service at all times.

Our guests are our number one priority. Every other work responsibility is secondary to satisfying our guests’ needs, desires, and expectations.

The Long Distance Impression!

First impressions do make a difference. Nearly every experience one of our guest’s has with our THE CHINESE BUFFET begins on the telephone, as we greet our entire guest with ’’Ni Hao’’ If that experience is negative, there is a very good chance we will never have the opportunity to serve the guest face to face. It is for this reason that how we conduct ourselves on the phone is so important. It is essential that we project an image of courtesy, efficiency and helpfulness.

Keeping It Clean!

The general appearance of the THE CHINESE BUFFET and its facilities is extremely important. If the THE CHINESE BUFFET is not clean and well maintained, many guests will harshly judge the THE CHINESE BUFFET.

Consequently, one of our highest priorities is to maintain a clean restaurant. Clean as you go. Make a conscious effort to inspect the floor, carpeting and furnishings. Should you identify a cleaning deficiency, do not keep walking. Instead, stop and take immediate steps to rectify the situation

This attitude applies to the working areas as well. Having clean and tidy team facilities is a must.

Finally, remember to wash your hands prior to handling any food, equipment or dishes. Make a habit of washing your hands frequently during your shift and ALWAYS before leaving the bathroom.

Fixing the Problem!

Although it is not a pleasant experience, the ability to properly handle a guest complaint is a must for every member of the team. The place to start is to remember that a guest who complains is giving us the opportunity to turn a negative experience into a positive one. It is much better to have a guest who complains than to have a guest who has a problem, says nothing, walks out the door and never comes back.

There is no absolute formula for dealing with complaints, but we have found that if you do the following, your chances of making the guest happy improve dramatically.

1. Listen very carefully to what the guest has to say. Do not interrupt. Let them get it out, even if it means listening for an extended period of time.

2. Don’t take their comments personally and get defensive.

3. Apologise. Apologise. Apologise. You can never say, “I’m sorry” too many times. Be sincere. If you are not, the guest will know.

4. Most importantly - FIX THE PROBLEM! Do not waste a lot of time explaining why it happened or blaming other members of the team. Concentrate on what you can do right now to correct the problem. If you cannot fix the problem immediately, tell the guest when it will be fixed. If fixing the problem involves other members of the team, make sure that you follow-up to make sure the problem has been fixed.

5. If it is already too late to fix the problem or the problem is too big for you to handle, locate your Supervisor or Manager immediately. They will do their best to give the guest a reason to return and give us another chance.

6. Finally, once the problem has been fixed, take the necessary steps to ensure that the problem does not happen again.

TEAM MEMBER PRESENTATION & GROOMING

In the same way that a member of a cast in a theatrical performance wears a costume, performs a part, and is on display to the audience, as a member of the THE CHINESE BUFFET team, you will wear a uniform, perform a role, and be on display to the guests of the THE CHINESE BUFFET. It is extremely important that we present ourselves in such a way as to create a positive impression to our guests. The following guidelines have been established to ensure that we maintain a high quality presentation at all times. Remember that as a member of the team you represent all of us.

Uniforms

 Relevant department uniforms are provided by the THE CHINESE BUFFET [if applicable] to staff and are classified as THE CHINESE BUFFET property. 

You are required to sign for receipt of uniforms and in so doing accept responsibility for the cost of damage or loss.  Uniforms must be worn in full. 

Issued uniforms must be well maintained at all times. 

All uniforms provided by THE CHINESE BUFFET, are to be cleaned, pressed and neat .Value of uniforms are either held on deposit or deducted in the case they are not returned in an acceptable conditions.

Staffs are allowed to change in the staff room or toilet.

 No excess Jewellery is allowed. No nose ring or eyebrow rings. You must not smoke in uniform on the premises or in public view. Smoking breaks are not permitted unless authorised, and well away from the Customers.

All employees, managers, and corporate personnel (when they are in the restaurants) must follow the guidelines below:

/Earrings:

a. Male employees are permitted to wear 1 stud earring per ear. No hoops or gauges permitted.

b. Females may wear more than 2 earrings per ear. The 2 earrings on the bottom of the ear can be no larger than the size of a quarter. Additional earrings are permitted as long as they are small studs. A small stud piercing on the nose is acceptable for females.

c. the company reserves the right to require an employee to remove any visible piercings while working.

/Tattoos.

Front of House Employees:

a. Tattoos should be covered with a long sleeve shirt.

b. Small tattoos on wrists or necks that cannot be covered with a shirt are acceptable as long as they are not offensive.

c. Band-Aids should not be used to cover tattoos.

d. the company reserves the right to require the covering of any visible tattoos while working.

/ Nail polish and artificial fingernails are not acceptable in food production areas (salad bar, kitchen, and prep).

Nail Polish is not permitted for males.

Hair colour:

The colouring of hair is acceptable as long as it is not extreme. The company reserves the right to limit an individual to working because of an extreme hair colour that does not maintain the company’s image.

Facial hair:

/the use of beard nets will not be mandatory in any area of the restaurant if facial hair is kept neat, clean, and short.

/For production crew members with facial hair that is not kept neat, clean, and short, a beard net will be mandatory. Nets must cover all facial hair in this instance.

/Beard nets are not acceptable for front of the house crew under any circumstance. All front of the house personnel must keep beard neat, clean, and short. This includes servers, hosts, salad bar personnel, bussers, etc.

/management personnel with facial hair must keep it neat, clean, and short. Please refer to the sop policy for guidance as to the meaning of neat, clean, and short.

/A new beard net must be used per shift worked.

/Employees must maintain a high standard of personal hygiene and grooming when reporting to work.

/Hair must be restrained in food production areas and the dish room. Ponytails should be restrained twice, if necessary. All hair must be pulled away from face if it is below the earlobe. Hair must be restrained even if wearing a hat.

Shaving

Clean shaven at all times unless wearing a beard or moustache. 

Front of house team members may not wear beards. 

Moustaches and beards must be neatly trimmed. Should you wish to grow a moustache or beard, to avoid the unkempt look that accompanies this process, we ask that you undertake this activity during your holidays.

Avoid after-shave with a heavy fragrance.

Jewellery is to be kept to a minimum.

Female Team Members - Presentation & Grooming

Hair

Have a neat and easy to maintain hair style.

Avoid heavy fragrance perfume.

Jewellery

 Jewellery is to be kept to a minimum. 

Wearing wedding rings and a small watch is acceptable. 

Earrings may be worn if they are small and discreet in style. Brightly coloured, dangling, or large hoops are not acceptable.

Make-up

Avoid heavy make-up.

Staff Meals

1. Meals will be provided at 50% discount but only at specific times for staff that work more than a 4 hour shift. Selected non- alcoholic drinks are free during your shifts.

2. Staff is not allowed to drink alcohol on the premises after finishing work.

3. Please refer to THE CHINESE BUFFET SOP for full policy.

Team Member Development

Training/Meeting hours (none pay)

/all company training; meetings hours are considered as your free time attendance, and not considered as a working day or paid hours (otherwise stated by the company MD). This also applies to all hourly paid staff if any of the above are requested or invited for attendance.

/all company training; meetings are not mandatory governed by legislations or contracted stated, but for the benefit of employees.

/all training and meetings are notified at least outside a 7 days period and agenda outline provided in advance for reference.

/employees must reply within the notice given of their attendance, and provide an acceptable reason for absence.

In order to ensure every team member is fully trained and capable of providing exceptional service to our guests, we conduct extensive and detailed training programmes according to the company staff training levels programme and scoring.

During training it is extremely important for you to apply yourself to the process. During training it is extremely important for you to apply yourself to the process. Pay attention. Listen carefully. Ask questions if you do not understand. Although the training process will be an enjoyable one, what is being achieved is very serious business. Our goal is to teach you everything you will need to know in order to function well in the performance of your responsibilities. If you do not learn what you need to know, our guests will not obtain the standard of service they are accustomed to receiving at THE CHINESE BUFFET.

Training Manuals

All training manuals are under copyright and may not be removed from the THE CHINESE BUFFET premises. We expect all training materials to be returned in the same condition as when they were given to you.

Appraisals/Evaluations

Every team member participates in a performance evaluation during regularly. These evaluations are conducted by senior management. The evaluation covers all aspects of performance and allows you, the team member, the opportunity to discuss your future goals and directions.

The Team’s Facilities & Usage Guidelines

THE CHINESE BUFFET Facilities

You are not permitted to use guest facilities without prior authorisation from the manager such as the Karaoke machine.

Visitors

Explain to your friends that when you are at the THE CHINESE BUFFET you are there to work and that you do not have time to visit with them during your shifts. No visitors are allowed to wait on site after closing time or while cashing up is ongoing.

Smoking

All working areas of the THE CHINESE BUFFET are designated smoke free zones. Smoking is only permitted during authorised breaks and only in the designated smoking area. All smoking breaks must be recorded as 15 mins breaks and approved by the on duty management.

Prohibited Substances

The use of narcotic C, marijuana, or the consumption of alcoholic beverages before or during working hours is strictly prohibited and will result in immediate dismissal.

Team Member Lockers

Lockers or cabinets may be provided for you to put away your processions safely. You are responsible for your own valuable at all times.

Telephone Calls

You are not permitted to make or receive calls to your mobile at the THE CHINESE BUFFET during duty. Next of kin or close relatives should be provided your work phone number.

Working Areas

Whilst at work, please confine your presence to your principle working area. If you are off duty, you should refrain from entering any working area of the THE CHINESE BUFFET. All team members are expected to arrive no earlier than twenty minutes prior to the commencement to their shift and are expected to depart within twenty minutes of the conclusion of their shift.

Public Behaviour

Remember at all times that you represent the THE CHINESE BUFFET team. You are viewed by our guests as an ambassador of the establishment and as such you will be expected to conduct yourself in the appropriate manner and maintain reasonable dress standards at all times.

PERSONAL ITEMS/CASH LIABILITIES AND DECLARATION

ON THE SPOT BAG CHECKS POLICY

The safety of team members and guests, the security of personal property, and the protection from misuse or theft of THE CHINESE BUFFET property, are the concerns of every member of the THE CHINESE BUFFET Team. The following guidelines have been established in reference to these matters.

/The company is not responsible for any staff personal belongings whilst in the premises.

/You should avoid carrying large amount of cash, or bring your bags to work. You should inform your manager if you have over 10 pounds of cash on you. The company reserve the right to check your bags on your way out in the event that a suspected theft is in question. You must comply or we will inform the police, and or terminate your employment contract with immediate effect.

/ Any property of the company taken, or intended to take away, will be report to the Police and the company will take legal proceedings. Theft WILL BE prosecuted. No exceptions.

/ Lockers are available to use for part time and full time staff and you will be assigned a locker (whenever it is available) that you can use throughout your time at THE Chinese Buffet.

/Ensure that all doors which have to be unlocked to enter, are locked upon departure. Do not remove THE CHINESE BUFFET property from the building without prior authorisation from the manager.

Liquor Liability Policy Statement

In today’s society one of the most pressing health and safety issues is the responsible serving of alcoholic beverages. THE CHINESE BUFFET is recognised as an industry leader in the field of dining, entertainment and accommodation and as such has an obligation to take a pro-active stance on the issue of drunk driving. As an organisation actively involved in the local business community, THE CHINESE BUFFET recognises and accepts three basic commitments:

Service to our Guests Service to our Team Members Service to our Community

Although drink driving is a broad social problem which extends beyond the hospitality industry, it is the third commitment - Service to our Community - which has prompted the following organisational objectives. 

To teach all team members how to recognise the signs of intoxication. 

To teach all Managers and Service Personnel a variety of techniques which may be employed to intervene when a guest is overly intoxicated. 

To teach all team members how to politely convince intoxicated guests to utilise public transport rather than get behind the wheel of a vehicle while intoxicated.

Although a portion of our business involves the sale of alcoholic beverages, THE CHINESE BUFFET is concerned about the high incidence of drink driving in this country and fully supports keeping alcohol impaired people off the road.

Shift/Rotas policy

/shifts during are governed according/apply to the legislation in age or company contract stated.

/If you are unable to report for a scheduled shift, your supervisor must be notified.

/Failing to report as outlined, may result in disciplinary action.

/Reporting off work must only be done for necessary and legitimate reasons.

/ If you are going to report off work, you must speak to the manager on duty. An employee is not authorized to accept call-offs.

/If possible, report off work at least 4 hours before the scheduled starting time or the night before for opening shifts.

/ The manager may request a doctor's note on emergency medical call offs. The doctor's note must include dates of appointment and duration that employee is unable to work or restricted from work.

/Excessive absenteeism or failure to report to work may result in disciplinary action up to and including termination.

/the company will consider you to have voluntarily abandoned your job if you do not report to work and fail to contact your manager for three consecutive days.

/Employee must report to the Manager and not return to work if the followings;

/Diarrhea - Fever - Vomiting - Jaundice - Sore throat with fever - Lesion containing pus on the hand, wrist, or an exposed body part (such as boils and infected wounds, however small)

/failure to report requirements specified above involving symptoms, diagnoses, and high risk conditions specified could lead to action by the company or the food regulatory authority that may jeopardize employment and may involve legal action against the employee.

Your Supervisor or Manager will inform you of your rota on a weekly basis. Once the rota is posted, you will be expected to work each of the rota shifts. A posted rota will only be changed in the case of sickness, injury or personal emergency. Only a Supervisor or the Manager has the authority to alter a posted rota. Any questions pertaining to the rota should be directed to your immediate Supervisor. Your rota covers Sunday –Saturday.

Punctuality and clock in/out

Clocking in work

All employees must clock in and out thought the info time system.

/Employees must enter through the designated entrance during business hours. /You must be at your work area at your scheduled time. You may clock in 5 minutes before your assigned starting time. The manager on duty must authorize a starting time that is earlier than this.

/You are considered tardy for work if you fail to clock in on or within 5 minutes before your scheduled start time. If you determine that you will be late, you must call the manager on duty to report your delay.

/No employee is permitted to work if he/she is not clocked in. It is the employee’s responsibility to clock in and out in order to maintain accurate records.

/All employees are given a PIN number for entering their time on the info time system.

/Employees are not permitted to use another employee’s pin number for any reason.

Clocking off Work

/ You must clock out if you are approved of all / any smoking breaks, or extra breaks instructed by the branch management.

/ You must clock out from any finished shifts right away before you change out of uniform.

/ failing to clock out will invalid the day’s shift hours in wages.

/ The management reserves the right to adjust clocking out times.

Wage pay cycle and payroll deductions

/The payroll follows a two-week cycle commencing on Sunday and ending the following Saturday night.

/Staff wages increase reviews must be supported together with their training level record before these are to be taken into consideration. The Company will proceed with an evaluation to establish the validity for a decision together with the input of the boh operation and the branch RM.

Wage Grades

Employees may be hired at a rate ranging from the bottom of the grade to the top based on boh operation’s discretion and employee’s experience. An employee whose rate reaches the top of the grade will remain at that wage level until the grades are adjusted or the employee moves to another job classification.

Wage Increases and evaluations after hire will be evaluated after 90 days of employment, pay increases may be issued based on performance during these evaluations.

Wage deductions

/any under worked hours under contract will be deducted according to the hourly rate as of Leave of absent, none ssp supported absent, as well as personal which falls outside the rim of holidays accumulated.

/any court orders fine; gov enforced; tax; will be deducted from wages beforehand.

It is not the company policy to issue advance wages or wage loans.

Sickness

If you are sick and are unable to work, you must call and speak directly to your Supervisor or the Manager, a minimum of 24 hours prior to the commencement of your shift.

In the case of a food poisoning symptoms, the company imposes a min 3 day without pay clearing period.

You are entitled to statutory sick pay. If you cannot work due to sickness, you must inform your line manager as early as possible on the first day and each subsequent day when you are unable to work. Self-certification is allowed for a maximum of 7 days after which a Doctor’s Certificate must be provided.

Doctor’s certification must be continuous if applicable, without breakage period or back dated without supported reasons in writing from your Practitioner. In the event of absence without a continuous Doctor’s certification, the Employer reserves the right to terminate this contract with immediately effect. Or seek to a back to work gov programme.

Remember that you are a vital member of the team and your absence from work will place an added degree of pressure on your fellow team members and result in lowering the service standards the team is able to provide. For this reason, calling in sick just prior to or after your rota shift has commenced is totally unacceptable. And will be recorded as an unreasonable leave of absent. All team members will be expected to organise their routine visits to the Doctor and the Dentist during their time off.

Attendance and Tardiness

Punctuality and attendance are an important part of an efficient and successful business. As a Team Member, you are expected to be on time and prepared to begin work as scheduled. If you are going to be late or absent due to illness, please give us a minimum of 24 hours’ notice or more. If you fail to report to work for three consecutively scheduled workdays without receiving approval from your Manager or without providing a reason satisfactory to your Manager, we will consider this action as a voluntary resignation.

You are expected to be in uniform, in your working area and ready to work 10 minutes prior to your rota start time. If you are not, you are considered tardy. Team members who are repeatedly tardy will be subject to disciplinary action. If you fail to report for duty as rota allocated, 1st offence – recorded warning and loss of shifts, 2nd offence – written warning and loss of shifts, 3rd offence - termination.

Leave requests

All full time contracted team members have an annual leave entitlement. If you are intending to take annual leave you are required to lodge a request to the Manager and fill in a holiday request form.

Employment Records

It is important that your employment records are kept up to date at all times. Please notify the Manager of any changes to your name, address, telephone number, marital status, birth of children, or banking details. All employment details are confidential and can only be released with the permission of the team member.

Tax Declaration

Upon commencement of employment every team member is required to fill out a Tax Declaration form.

Employment of Former Team Members

Former team members who have left the company in good standing will be considered with all other applicants should a vacancy become available. Full policy please refer to company SOP.

THE CHINESE BUFFET Access to Former Team Members

Should you resign your position or be terminated from employment at THE CHINESE BUFFET, you will not be able to utilise the amenities of the THE CHINESE BUFFET for a period of three months.

Employment of Family Members

THE CHINESE BUFFET employs the best person for each job that becomes available. If a member of your family applies they will be given equal consideration, however, as a general rule family members are not permitted to work in the same department.

Fair Treatment of Team Members - Open Door Policy

THE CHINESE BUFFET provides equal employment opportunities to all team members and applicants for employment, without regard to race, colour, religion, sex, or mental or physical impairment, in accordance with applicable laws.

This policy of equal employment opportunity extends to all attitudes, policies, procedures and programmes within the THE CHINESE BUFFET. We believe that all team members should be treated in a fair and just manner, regardless of position and rank

To ensure that problems are addressed fairly and equitably, we have established the following step by step process.

Step (1) Inform your immediate Supervisor of the problem you are experiencing. Feel free to talk openly in the discussion. Generally you and your Supervisor will be able to resolve the problem.

Step (2) If you are not satisfied with the outcome of your initial meeting with your direct Supervisor, organise a time to meet with the Manager. The Manager of THE CHINESE BUFFET realise that maintaining a harmonious work environment is one of the critical ingredients to having a successful hospitality team. For this reason, they will do everything possible to settle the problem in a fair and equitable manner.

The open door policy in place at THE CHINESE BUFFET is in operation for you and your welfare. Any communication you have with your Supervisor or the Manager will be treated with confidentiality and respect.

Team Discipline

We expect a great deal from the members of our team. We expect all team members to be conscientious and energetic in the performance of their job responsibilities. We expect all team members to be friendly, courteous and cheerful to all of our guests. We expect all of our team members to be attentive and responsive to our guest’s needs and desires. We expect the members of our team to have a positive approach to their work and their work mates. We expect our team members to take pride in themselves, their work, THE CHINESE BUFFET and their company.

Our expectations are high because our guests’ expectations are high. For these reasons, when a team member demonstrates sub-standard performance, or violates THE CHINESE BUFFET policies which are intended to enhance our guest’s experiences, we take disciplinary steps to remedy the situation.

Disciplinary action

/Progressive Discipline Progressive discipline is a process for correcting and improving unsatisfactory job performance or work habits. Discipline occurs in order to let the Team Member know what is being done wrong, to clarify the Company’s expectations and possible future consequences if such behavior continues, and to help improve performance.

/The type of disciplinary action applied would depend on the seriousness of the performance problem. Please note that, subject to the seriousness of the incidence or occurrence, these steps may not be followed in order.

1. Corrective Guidance -The first course of action is initiated as soon as a problem is recognized.

#the focus is on helping and coaching the Team Member to improve by discussing the problem and developing ways to change the unsatisfactory behavior.

2. Verbal Warning (note to file) -The focus is on helping and coaching the Team Member to improve by discussing the problem and developing ways to change the behavior.

#The Team Member is warned that if they continue to show this type of behavior, they will be subject to future discipline. This discipline could result in termination. #Documentation of this meeting is placed in the Team Member’s file.

3. Written Warning (documented)

# The focus is on helping and coaching the Team Member to improve by discussing the problem and developing ways to change the behavior.

#A discussion with the Manager will occur detailing how and when this behavior should be changed.

#The incident is recorded and the Team Member is asked to sign and/or witness.

#Depending on the severity of the issue, a Manager may issue a final written warning on a first offense. This final written warning would indicate that the Team Member would be terminated if the same offense were to occur again.

#Further written warnings may result in termination of employment.

4. Suspension (with or without pay)

#If the Team Member cannot make the agreed upon changes in behavior, they may be suspended with or without pay, depending on the circumstances. The suspension is first reviewed with the Team Member and a notation is made in the Team Member’s file.

5. Termination

#The final step used when all other attempts to correct the behavior have failed is termination of employment.

Termination of Employment

Termination by a Team Member

If you are a full time team member and wish to resign your position with the THE CHINESE BUFFET, you are required to submit a written resignation to the Restaurant Manager. This resignation letter should include your intended period of notice. Failure to complete the entire period of notice will result in wages not being paid for days not worked. The period(s) of notice required is 2 weeks, the Restaurant Manager has the right to waive any given period of notice to the benefit of the branch.

Termination by Employer

A team member may be terminated in one of two ways, either “with” or “without” notice.

Dismissal with notice occurs when a team members’ performance or behaviour is consistently below the standards of the THE CHINESE BUFFET and all other means of discipline have been employed and there has been no change.

Dismissal without notice occurs when a team member is guilty of gross misconduct, or when it would be unreasonable to require the employer to continue the employment of the team member during the notice period.

Instant dismissal may take place when a person commits one or more of the following serious offences.

Theft of guest or THE CHINESE BUFFET property. 

Consuming liquor whilst on duty. 

Possessing a/or use of illicit drugs on the THE CHINESE BUFFET premises. 

Damaging guest or THE CHINESE BUFFET property. 

Provoking or instigating allegations on THE CHINESE BUFFET premises. 

Using guest facilities without prior authorisation. 

Removal of articles from the building without prior authorisation. 

Unaccounted absences from work. 

Intimidating or threatening other THE CHINESE BUFFET team members or Guests. 

Sexual Harassment. 

Misconduct in public areas. 

Insubordination - ignoring a direction given by the THE CHINESE BUFFET Management or a Supervisor. 

Possession of firearms, explosives or illegal items on the premises. 

Issuing free food or drinks to guests and/or team members. 

Using profane language in the presence of guests and/or other team members. 

Failure to comply with the THE CHINESE BUFFET’s established Occupational Health and Safety Guidelines 

Divulging confidential information related to the THE CHINESE BUFFET or the THE CHINESE BUFFET’s guests.

Suspension

A team member may be suspended where circumstances need to be investigated or reviewed prior to an action being taken. THE Chinese Buffet reserves the right to whether Employees on suspension are without pay or not under the contract stated, and contract revoked during this period may be sanctioned.

CONCLUSION

At the beginning of this Staff Handbook we stated that our vision is, “To develop and maintain a profitable, well known and highly regarded THE CHINESE BUFFET that is reputed in all circles of the community for friendly efficient service and the ability to make the impossible possible.” The only way to make this vision a reality is to have a strong service team, a team that does everything possible to meet and exceed our guests’ expectations. A team that performs on the highest level of which it is capable of performing at all times. A team made up of individuals who genuinely enjoy looking after our guests and putting smiles on people’s faces. The reason you have been employed is that we believe you have what it takes to be part of our team.

It is our sincere desire that your association with the THE CHINESE BUFFET will be a long and fruitful one and that you find both happiness and satisfaction in being part of the team as we confront the challenges that the future holds.

If you have any questions, please ask them at this time. If you do not have any questions and are confident that you have understood all of the material presented in this Staff Handbook, please sign and detach the following “Employment Confirmations” statement.

The Company has responsibilities for ensuring a Safe working environment to you as the employee.

Whilst at work every employee has a legal duty to:

Take reasonable care of their own health and safety at work, and of other people who might be involved in what they do.
Co-operate with their employer in ensuring that the health and safety requirements are complied with.

Our aim is to cover various topics with all staff in order to ensure that everyone has an insight into basic Health & Safety, safe working practices fire procedures and, amongst other things.

Electrical Safety

Electricity can kill or severely injure people and cause damage to property. However, you can take simple precautions when working with or near electricity and electrical equipment to significantly reduce the risk of injury to you, your workers and others around you.

User Checks - these should be carried out before most electrical equipment is used, with the equipment disconnected. Staff should look for:

damage to the lead including fraying, cuts or heavy scuffing, e.g. doors and moving large pieces of equipment;
damage to the plug, e.g. to the cover or bent pins
inadequate joints, including taped joints in the cable
coloured wires visible where the lead joins the plug (the cable is not being gripped where it enters the plug)
damage to the outer cover of the equipment itself, including loose parts or screws;
signs of overheating, such as burn marks or staining on the plug, cable or piece of equipment
equipment that has been used or stored in unsuitable conditions, such as wet or dusty environments or where water spills are possible

Damaged or Faulty Equipment - Ensure that damaged or faulty equipment is recognised, removed from use by disconnecting from mains and reported immediately to on duty manager.

Caution when using electrical equipment:

Never attempt to use electrical equipment with wet hands or when water has spilled over switches etc.
Always switch off appliance and disconnect before cleaning
Never use equipment with frayed cords, damaged insulation or broken plugs
Never try to repair faulty electrical items yourself (unless under the instruction of duty manager and you are qualified to do so)
Ensure everyone looks for electrical wires, cables or equipment near where they are going to work and check for signs of not to use, or any other hazard
Stop using equipment immediately if it appears to be faulty

Gas Safety

Faults should be reported immediately to management so as relevant engineers can be called in to attend to the faulty equipment. Until such time as the equipment is fixed it should be switched off from the mains and not used with a suitable do not use sign put in place to inform all other staff. In the event of fire or risk regarding gas (smells, leaks, blow outs etc): Immediately push the gas interlock shut off button

Flame supervision

The gas flame should be blue. If in doubt switch off the appliance and inform your supervisor to check and decide on the appropriate action.

Ventilation

Ventilation is to ensure effective removal of cooking fumes and excess hot air. If if feel breathless you should report to your manager immediately.

HAZARD SPOTTING / SLIPS TRIPS AND FALLS

A Hazard is anything that has the potential to cause harm. When becoming aware of a hazard or incident you must inform a supervisor immediately.

According to statistics from the Health and Safety Executive (HSE), slips and trips are the single most common cause of injuries at work, and account for over a third of all major work injuries.

When in the workplace there are 3 steps you should always follow.

Look for slip and trip hazards around the workplace, including floor coverings and their condition, uneven floors, trailing cables and areas that are sometimes slippery due to spillages. Don’t forget to include any outdoor areas, remembering that weather conditions may be a factor.
Decide who might be harmed and how. Who comes into the workplace? Are they at risk? Are some groups more at risk than others?
Consider the risks. Are there already measures in place to deal with the risks? Are floor coverings suitable for the area and the work carried out there? What cleaning and maintenance systems are in place? Are regular inspections carried out? Are employees instructed to keep traffic routes clear?

If you ever feel unsure about any of the above, always speak to your supervisor immediately.

Slips and trips

Preventing slips and trips at work is simple if you follow these steps:

Clean up any dropped food, spilled liquid and grease
Always place a ‘Wet Floor’ sign to alert others of slippery conditions
Carry out thorough & correct cleaning of floors
Ensure ventilation of kitchen areas
Wear slip resistant shoes when in the kitchen

Extra care and attention needs to be made to the buffet area where food spills etc. are frequent and can provide an immediate hazard to customers and staff. In these instances:

Put up the ‘Wet floor sign’ and block the area of spillage
Alert other nearby staff to inform KP department to attend to the incident
Stay at the sight to ensure all customers are alerted to the spillage and are kept away while it is dealt with
Ensure the floor is thoroughly dry and clean using blue roll before removing the ‘wet floor’ sign and opening the area again to the public
Also be aware of any trailing wires or physical hazards in the buffet area that could cause a danger to the public, report and resolve immediately.

Report any conditions that could cause slips or trips immediately to line manager or supervisor and take action to resolve the issue as speedily as possible.

MANUAL HANDLING

Manual handling causes over a third of all workplace injuries. These include work-related musculoskeletal disorders (MSDs) such as pain and injuries to arms, legs and joints, and repetitive strain injuries of various sorts.

For any lifting activity

Always take into account:

individual capability
the nature of the load
environmental conditions
training
work organisation

If you need to lift something manually

Reduce the amount of twisting, stooping and reaching
Avoid lifting from floor level or above shoulder height, especially heavy loads
Adjust storage areas to minimise the need to carry out such movements
Consider how you can minimise carrying distances
Assess the weight to be carried and whether the worker can move the load safely or needs any help – maybe the load can be broken down to smaller, lighter components

If you need to use lifting equipment

Consider whether you can use a lifting aid, such as a pallet truck.
Think about storage as part of the delivery process – maybe heavy items could be delivered directly, or closer, to the storage area
Reduce carrying distances where possible

Good Handling Technique for Lifting

Think before lifting/handling - Plan the lift. Where is the load going to be placed? Will help be needed? Remove obstacles.
Adopt a stable position - The feet should be apart with one leg slightly forward to maintain balance. Be prepared to move your feet during the lift to maintain stability.
Get a good hold - Where possible the load should be hugged as close as possible to the body.
Start in a good position - At the start of the lift, slight bending of the back, hips and knees is preferable to fully flexing the back (stooping) or fully flexing the hips and knees (Squatting).
Don’t flex the back any further when lifting - This can happen if the legs begin to straighten before starting to raise the load
Avoid twisting the back or leaning sideways - Shoulders should be kept level with and facing the same direction as the hips. Turning by moving the feet is better than twisting and lifting at the same time.
Keep the head up when handling - Look ahead, not down at the load, once it has been held securely
Move smoothly - The load should not be jerked or snatched as this can make it harder to keep control and can increase the risk of injury.
Don’t lift or handle more than can easily be managed
Put down, then adjust - If precise positioning of the load is necessary, put it down first, then slide it into the desired position.

Below is an illustration of recommended lifting weights, at various heights, for both males and females

Handling knife safety

Golden rules:

If you have to carry a knife, then carry it at some distance from the body with the point facing down and the sharp edge facing backwards. Never carry a knife with the point facing forwards and never carry knives on chopping boards (this is could be mistakenly done when carrying dirty boards and knives to the sink and is a dangerous short-cut).

Knives on the table must be placed flat with the blade away from you and not projected over the edge of the table

If you do knock a knife, then don't try to catch it as it falls because it could easily slice through your hand and sever a main artery. If you drop a knife, then move out of the way and allow it to fall.

When using knives concentrate on the job at hand

Keep knives sharp and use the correct knife for the correct purpose

After use, always wipe the knife, blade away from the hand

Keep knife handles clean and do not leave Knives in the sink

Never misuse knives, after use, wash, rinse, dry and safely put away (do not use knives to substitute for other tools such as screwdrivers etc.)

Ensure you've got a secure cutting surface. You can easily slip and cut yourself if the board moves suddenly. Placing a damp cloth under the board will give it a good grip. Heavy, solid boards are also less likely to move or wobble.

Take care to keep your knife in sight and never allow it to get hidden under anything, especially food items. This can often occur when piles of vegetable trimmings accumulate or there’s a lot of clutter on the work surface (work in an organised and clean environment).

Never use a damaged knife - it's dangerous and can harbour bacteria

A blunt knife is more dangerous than a sharp one, ensure you keep your knives razor sharp with regular sharpening
Again above all always concentrate with full attention when using knives

When chopping, slicing, dicing and peeling:

Keep your fingertips out of harm's way by curling your fingers under on the hand that's holding what you're cutting (think claw shape). This puts your knuckles, not your fingers, nearest the knife.
Angle the blade away from you when slicing or peeling so the knife won't cut you if it slips.
Always use a chopping board to cut on and secure the board underneath with a damp cloth to avoid it slipping
If you get distracted or interrupted while using a knife, stop what you're doing until you can focus on the task at hand.

Cleaning:

Cleaning knives after each use can prevent the spread of bacteria, keep knives in good shape and prevent accidents caused by dirty or slippery knives. Always wipe or rinse food off of knives immediately after they're used.

Lay the blade on a flat surface.
Carefully wipe one side with a wet cloth, then the other.
Wipe from the spine (back) of the blade
Use soap and hot water to clean a knife after it has been used to cut poultry, meat or fish, and at the end of each day.
Wash and dry knives by hand only.
Wipe knives with sanitiser after cleaning

Sharpening:

A blunt knife is more dangerous than a sharp one, ensure you keep your knives razor sharp with regular sharpening

Only straight edged knives (NOT serrated edged knives) can be sharpened with a steel.
Ensure the knife and steel are clean before sharpening to prevent the knife slipping.
Stand on a clean, non-slip level surface where you will not be knocked or distracted
Hold the steel either vertically with the point resting firmly on a non slip surface e.g. a chopping board, or horizontally.
When using a steel horizontally hold the knife in your main hand and the steel in the other. You must keep your fingers behind the guard on the steel.
Draw the knife along the steel keeping the same slant and the 45 degree angle. As you move the knife along the steel the portion of blade in contact with the steel should progress towards the point of the blade. Repeat a few times, pressing firmly but not hard. Repeat for the other face of the knife.
After sharpening, always wash the knife to remove any filings that might be on the blade.
When using a sharpening stone hold the knife so that the blade touches the wet stone at 10-15 degree angle then slide up and down away from your body in smooth steady strokes maintaining the same angle. You will know if you are retaining the same angle by the sound of the knife. Repeat this process for the other side and visually inspect the honed blade for equal sides and that there are no burs (do not run your finger along the now very sharp edge) ensure to keep the wet stone wet during sharpening by stopping and splashing on more water. You will note during sharpening that there will be a certain amount of dark wet residue created on the knife this is actually sharpening your knife so do not be alarmed. Once finished sharpening ensure to clean the knife thoroughly before use (see cleaning above)

After sharpening your knives will be very sharp ensure to abide by all the care and safe practices mentioned above!

Storing knives:

In a wooden knife box.
On a wall-mounted magnet strip.
In delegated box or rack
Away from flames or extreme heat
Separate away from other utensils

BASIC FOOD SAFETY

Food Handlers

All people carry a huge amount of bacteria on their body and clothes. It is essential that everyone working in the catering environment and food handlers in particular have high standards of personal hygiene to avoid cross contamination. In particular, it is essential that:

Food handlers thoroughly wash their hands at appropriate intervals
Food handlers abstain from unhygienic habits such as nose picking and nail biting whilst at work
Food handlers wear clean protective Uniform
Anyone suffering from vomiting or diarrhoea is excluded from the food premises
All Food Handlers must ensure they wash their hands both before and after handling food.

Personal Hygiene:

Shower daily.
Brush your teeth regularly
Keep hair free of lice, dandruff.
Do not chew gum
Wash hands regularly
Gargle after smoking and have a breath freshener.

Food handlers must:

Be properly clothed in clean uniform.
Keep hands finger nails and body clean.
Wash hands thoroughly before commencing work, after using the toilet and at other times.
Wear water proof dressing over wounds.
Do not smoke while involved in food handling.
Ensure food is protected from pest and dirt.

Wash hands:

After visiting the toilet.
After blowing the nose if you are involved in food preparation or handling of unprotected food.
After fingering the nose or face.
After handling the rubish or spoiled foods.
Before and after handling raw produce such as meat, poultry and the vegetables.
Before and after handling different types of food, Eg. Uncooked and cooked (To Prevent cross contamination).
After handling money
After tea and meal break.
After clean-up.
Before handling unprotected food or preparing food.

Hand Washing:

Use warm water
Always use antibacterial soap
Wash for at least 15 to 20 seconds.
WASH: Palm, Nails, Wrists, Between fingers, Thumbs, Knuckles.
Dry with paper towel or hot air.

Bad Personal Habits:

Smoking. Smoking in the kitchen area.
Coughing and sneezing.
Picking pimples and sores.
Fingering food.
Licking fingers.
Tasting food with unwashed spoon.
Scratching the head.

Food handlers must report:

Diarrhoea.
Vomiting.
Infected wounds.
Major wounds even it not infected.
Eye, Nose and ear infections.
Colds and flu.

You need to understand and follow all fire, health and safety regulations. 

It is your responsibility to follow the instructions and operate equipment properly in order to protect you and your fellow team members from accident or injury. You must take steps to rectify an identified unsafe condition immediately. If you cannot rectify an unsafe condition you should report it to your supervisor as soon as it has been identified. Unsafe working conditions include:

Slippery floors and walkways, Blocked fire doors, aisles, or corridors Poorly lighted areas Dangerously stacked supplies Hazards which could cause a person to trip such as trailing wires and physical obstacles, Blocked or missing fire extinguishers Equipment that is being used improperly, Frayed or exposed electrical wires, Leaking water, oil or other liquids

All accidents, regardless of their severity, must be reported to your Supervisor or Manager and reported in the Accident book. A small injury if untreated can become much worse. 

You should comply with the following common sense accident prevention behaviours: Avoid running. If an object is too heavy to carry comfortably, ask for help or use a trolley. When carrying goods, lift with your legs, not your back.

Use and store equipment properly. Do not over-stack trolleys. Follow the instructions when using equipment and chemicals. Do not experiment with equipment you are not trained to operate. Be mindful of the dangers of sharp objects both to you and to others.

See online sop for more details on Health & Safety

Basic Hygiene

All Staff working with food will be expected to complete basic hygiene training before being allowed to handle food this will be provided via the online sop during induction, with further training available both in house and again on the online sop. Staff handing food after working through the supplied training may then be required to take a level 2 hygiene exam if they do not have one that is in date.

In regards to Food Handlers

Food handlers thoroughly wash their hands at appropriate intervals
Food handlers abstain from unhygienic habits such as nose picking and nail biting whilst at work
Food handlers wear clean protective Uniform
Anyone suffering from vomiting or diarrhoea is excluded from the food premises
All Food Handlers must ensure they wash their hands both before and after handling food.

First Aid

First Aid box are located in the kitchen/bar. This box is stocked with items such as band-aids, eye wash, and antiseptic creams. If it becomes necessary to use the items contained in these cabinets, advice your Supervisor after use, so that a record of the item can be made in case of loss and supplies can be kept topped up. When handling food after a cut, if a band aid has been applied to a hand or finger you must wear blue gloves to protect from loss of plasters and contamination of food. If you lose a plaster you must stop what you are doing and report immediately to your supervisor this is especially important if handling food and there could be a possibility of a physical hazard to the food.

Team Member Accident Reporting

Should you experience an accident at work that results in personal injury, you must complete the Accident Report online and form and have it signed by your Supervisor or Manager. If this form is not completed at the time of the injury, your claim will not be accepted by the insurance provider. If medical expenses arise as the result of an injury, a number of other forms must be completed in order to process the insurance claim. Your Supervisor will assist you in filling out these forms after you have received medical attention.

Medical Emergencies

In the case of a medical emergency, whether it involves a team member or a guest, the following steps should be followed:

1. Remain calm.

2. Give basic first aid to the guest if qualified or find a qualified person immediately.

3. Provide reassurance to the guest and their associates.

4. Contact your Supervisor or Manager.

5. Do not move the patient unless they are in danger of further injury.

6. Ensure your own safety and the safety of others.

7. Remain near the guest and give assistance when required.

8. The Supervisor will organise a doctor or an ambulance if required.

9. Obtain names and addresses of witnesses.

10. Do not admit responsibility for the accident.

Fire Safety

Part of your initial THE CHINESE BUFFET training will be in the area of fire safety. You will learn about how to prevent fires, the location of fire exits, where fire extinguishers are located, how to use these extinguishers and what role you will play in case of a fire emergency.

Fire Emergency

If a fire should break out in the THE CHINESE BUFFET restaurant, the following procedures should be followed:

1. Raise the alarm.

2. Contact the manager and give exact details of where the fire has erupted.

3. Evacuate the occupants from the immediate area, in an orderly manner, to a protected area.

4. If it is safe to do so, extinguish the fire using the appropriate extinguisher.

5. If you are unsuccessful and the fire continues, advise the other team members.

6. If an Evacuation is necessary, an announcement will be made by the supervisor or manager.

7. This announcement will include the specifics of evacuation procedures.

General Fire Emergency Guidelines

Do not put yourself at risk at any time. 

Raise the alarm before attempting to fight a fire. 

All team members must assist the guests of the THE CHINESE BUFFET when an evacuation is required.

THE Chinese Buffet reserves the right to any changes and amendments.

You must read and understand all of the information presented in the above of THE CHINESE BUFFET Staff Handbook I accept and agree to abide by the policies and behavioural guidelines outlined.

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Staff Basic Induction