Staff Manual

Headings

Staff Members

Induction Training

Dress Code 

Personal Hygiene

Pay Roll 

Rota 

Meetings & Communications 

Mobile Phones And Possessions

Social Media

Premises License 

Closing Up Procedure 

Customer Care & Sales 

Spirit Log & Wastage (ullage) 

Stock Rotation 

Fire Procedure Emergency action plan in event of fire

Security & Safety CCTV, Morning cleaning , hourly toilet checks, daily cleaning  

COVID 19 Procedures and Guidelines

Staff Members

Clive Mace (CEO)

Sajeda Alibay (DPS)

Tony Carpenter (Operations Support Manager)

Induction Training

Training

You will be provided training modules either by internet links or face-to-face instruction. Internet links modules need to be completed within 5 days and require you to complete in the online form. These can be done by either phone or computer.

Personal License courses may be provided at a cost to the company which will be deducted from your final pay if you were to leave your employment within 12 months of taking the course. If you fail to pass on your first attempt you will need to pay the resit exam.

Dress Code

2 shirts will be provided to full-time staff members & 1 shirt for part-time staff.

Should you require more please speak to the management team, please note that for any extras there may be an additional cost to you.

Closed toe shoes at all times.

Smart black or blue trousers or jeans / Shorts / Skirts may be worn in summer due to heat

Personal Hygiene 

You should be aware that your personal hygiene and personal appearance is important, and gives the right or wrong impression to any guest in the place of work.

We expect you to be clean, well groomed and proud of your appearance. Anyone who is not to our high standard will be first warned, and if it re occurs will be sent home and fined

Please Note

The company will inform staff if the Dress Code Changes

Pay Roll

Pay will be agreed before you start.

You are required to supply us your National Insurance Number (NI) and a P45 if you have one or a P46 will be provided for completion. Also a form may be requested by the management to be completed.

You are required to sign in via the work computer for every shift and sign out when you leave.

Your pay will be paid by the company directly into your bank account.

The Company use four weekly payroll system.

Pay dates will be on a four weekly basis and you will be paid 13 times in any one year.

Your payslip will be emailed to you. You will be informed one month in advance if the structure of the pay is to change.

Please also note that from start date you work a week in hand (gives accountant department one weeks worth of time to prepare & send through payroll).

Rota

The Rota is produced one week in advance and starts every Monday to Sunday. Please be aware working within hospitality you are to be available to work nights, weekends and be flexible.

Bank holidays including Christmas and New Year, are very busy periods in this industry meaning time off is not permitted unless agreed in writing by your manager. 

To book any time off you must follow the link that you will be given and save it in your browser for the future. Once you have clicked on the link, simply fill in the details of your holiday and then submit. Your holiday will then be either authorised or declined shortly after, depending on availability.

Please allow at least 4 weeks' notice before any lengthy time off. In case of emergency (bereavement and illness), allowance will be made at the manager’s discretion. 

Link to Holiday request form

www.grove-tavern.co.uk/staff-holiday-form

 (see the button at the end of the document)

Every week the rota will be posted on the app used for the rota, and we will send you an invite to access the rota. It is your responsibility to check the rota and make sure you know when your next shift are. Shifts must not be swapped without authorisation as it take a long time to plan the rota correctly with the correct personnel.

If you wish to leave your work duties and the company you need to give at least 2 weeks written notice to the management team.

Meetings & Communication

Staff meetings may be held as and if necessary. At least one weeks worth of notice will be given to all staff members and everyone will be expected to attend unless otherwise agreed with the manager.

One to one meetings will be frequently held to determine training and other issues that may need resolving.

The company uses all forms of technology of the modern day to offer better communication between staff and customers.

During your shift you will be supplied and required to carry a two way radio device for easy communication between staff members. This also acts as a health & safety and security aid. 

Mobile Phones and Possessions
MOBILE PHONES ARE NOT TO BE USED FOR WORK PURPOSES WHILE ON SHIFT.

If you are using personal reasons then you may be asked to store the phone in the safe or your locker/bag from the start to the finish of your shift unless you have permission from your line manager.

All belongings need to be placed in a safe place including personal bags.

Social Media

We dedicate a lot of time and effort into both Facebook and Twitter, and we like all of our staff to engage in everything we do on these social media sites. This ranges from LIKING and COMMENTING things on Facebook, to TWEETING and RE TWEETING on Twitter.

Find us:

facebook: www.facebook.com/thegrovetavern

twitter: TheGroveTavern

Instagram: thegrovetavern

Premises License

The Grove Tavern premises is Licensed by Bournemouth County Council for the sale and supply of Alcohol.

Within the License it details how we can operate our business. This includes opening times etc. Please find below some of the more important points you need to be aware of.

Licensed Opening Times

Monday - Saturday : 10.00 - 00.30

Sunday : 11.00 - 00.00

Bank Holidays : All times extended by one hour

Christmas Eve & Boxing Day close at 01.30

New Years Eve no closing time

Live Music 

Monday - Saturday : 10.00 - 23.00

Sunday : 12.00 - 22.00

Garden Area (not the smoking Area)

Our Garden is Licensed to open until 10.00 pm all days. 

It is advisable to warn customer using this area 10 minutes before the close time. 

To close the garden area please make sure all customers have been moved either indoors or in the smoking area unless our risk assessment states different, this is to keep the public safe especially since covid 19 has had restricted licensing requirements. Use ropes or if need be 5 or 6 chairs to block off the steps to prevent patrons going up in the garden. Collect & empty all ash trays.

New Years Eve No closing time

Smoking Area (Grove Tavern)

The smoking area is accessible until we close however glasses are not permitted in the smoking area after 10 p.m if we feel that noise is an issue can restrict glasses earlier. The supervisor on shift has authorisation to allow glasses in the smoking area until 11 pm if the noise is at a suitable level.

Public Drinking Areas

Customers are permitted to drink inside the bar, smoking and garden area. 

We do not allow for customers to take glasses onto the front pavement.

The side pavement area can be used if we have tables on the pavement.

All Staff members are authorised to sell and supply Alcohol by the DPS and a letter of consent is to be found on the wall in front of the dishwasher and on our internet website.

Please be aware of the 4 licensing objectives when carry out your duties

1. The prevention of crime and disorder

2. Public safety

3. Prevention of public nuisance

4. The protection of children from harm

The Grove Tavern runs a challenge 25 policy so you have to ask for ID from anyone who looks under 25. Note you are personally liable for selling alcohol to anyone under 18 and will be fined by the authorities. There is no cap on the amount you can be fined.

Closing-Up Procedure

MAKE SURE YOU FOLLOW THE CLOSING CHECKLIST ON THE CHANGE OVER TO THE LETTER AT ALL DAYS TO ENSURE PROPER & EFFICIENT CLOSING

Customer Care & Sales

Being in the Hospitality business gives us all the opportunity to improve our people skills. It is important to remember that each and every customer contributes to the business and the point of contact with our company is with YOU.

Therefore be aware customers want efficient, friendly staff who are able to perform in a professional manor.

To help you focus on achieving the expected standards of the Grove Tavern we have complied the following guidelines.

Preparation is key (“If you fail to prepare then prepare to fail”)

Before you start your shift you must make sure you are ready. Your personal hygiene is correct and you are dressed in the appropriate attire.

Your workplace is ready. 

Check all the public areas to make sure they are clean and tidy, toilets are stocked with paper and soap at all times. 

All the right illumination are on, i.e lights, candles etc.

Bar is stocked, fridges, spirit bottles etc.

The coffee machine is clean and ready for use.

Cellar is prepared, empty barrels removed from the front cellar and new stock brought in.

Kitchen is clean and stocked.

Greeting Customers

(First impression account for 75% of positive feedback)

All customer have to be acknowledged as soon as the enter the premises but 10 seconds is the our standard. This is especially important when you are busy and they are waiting to be served. Customer become very aggravated if they feel they are being ignored. Therefore acknowledge waiting customers by making eye contact, smiling and informing them that you will serve them shortly. “i’ll be right with you” is a saying often used. Good Customer Service Includes:

Polite Staff

Friendly

Efficient

Helpful

Informative  

Wastage (ullage)

Wastage or ullage as it sometime referred to is recorded waste of any of our wet goods / drinks. This is an important task and must be done promptly and accurately on a daily basis. This include mispour / exchange / trays ( as soon as a tray is full please pour it in a glass to measure then log it in the ullage log on the computer ) 

TIP: Doing this promptly will save any forgetfulness and mistakes

The wastage is monitored and it is easy to see who is and who is not logging it.

Stock Rotation

The Cellar 

Please ensure the stock is rotated appropriately as you stock up. Use the barrel nearest to the front while restocking the cold room . This is because when the delivery from the brewery comes they will place the new ones furthest back of the cellar. However it is always wise to check for date on the barrel.

Fridges

When stocking the fridges always make sure to fill it from the back taking the bottles out of the fridge first.

Please check the dates on each product at all times. Anything out of date or out of stock should be reported immediately. 

Fire Procedure

The Grove Tavern is fully alarmed in the event of a fire. If you discover a fire please follow the EMERGENCY ACTION PLAN IN EVENT OF FIRE detailed below. This action plan can also be found on the bar wall opposite the glass washer.

Become aware of all our fire points, which are clearly signed and display a fire extinguisher.

The Grove Tavern fire alarm unit is situated in the residential hallway accessed through the door in the smoking area. The key for this door is on the supervisor key ring. 

Instruction on how to disarm the alarm are displayed next to the alarm. Become aware on how to use the Alarm unit.

EMERGENCY ACTION PLAN IN EVENT OF FIRE 

Please ensure that you familiarise yourself with the following emergency procedures and advise.

IF YOU DISCOVER A FIRE:

• Any person discovering a fire should immediately raise the alarm

by operating a break glass call-point and leave the building by the nearest exit.

• Anyone discovering a fire either in a room or a communal area should have the responsibility of calling a fire brigade.

• If you feel confident using an extinguisher as it is safe to do so, tackle a small fire after raising the alarm but do not put yourself in danger. 

To Call The Fire Brigade In Case of Fire

From any landline or mobile phone dial ‘999’

Give the operator your telephone number and ask for FIRE

When the FIRE BRIGADE replies tell the operator:

FIRE AT: 27/27A, Southbourne Grove, Southbourne. Bournemouth, BH6 3QS

DO NOT REPLACE RECEIVER UNTIL THE ADDRESS HAS BEEN REPEATED BY THE FIRE BRIGADE

Meet the Fire Brigade on arrival and provide as much relevant information as possible to assist the Brigade including:

1. The location and nature of the fire

2. Any person trapped

If You Hear The Alarm Raised:

On hearing the fire alarm raised. all persons should immediately leave the building by the nearest exit, bearing in mind the following instructions.

1. Switch off electrical appliance/lights as you leave

2. Close all doors behind you

3. Do not stop to collect personal belongings.

4. Do not take risks.

5. Do not take risks.

6. On leaving the building, report to the gates at side of the building.

7. Do not leave the assembly point without the consent of the responsible person.

8. If you are aware of any person left in the building inform the fire brigade immediately.

Company Policy On Money Lending

It is strictly forbidden for you to borrow or loan money from any staff member or customers.

Security & Pubwatch

Dealing with troublemakers is much more about psychology and much less about physicality. With this in mind we have outlined a few strategies below which seem to work well. I am sure you have some of your own which you find equally effective.

Having the respect of customers makes it easier to impose authority when required and this comes from building up a good relationship with customers. Greeting customers, remembering their names, passing time with them in conversation, bidding them goodnight at closing time are all essential strategies in developing this relationship. This approach should be applicable to all customers and not be dependent upon personal preferences or prejudices.

Whilst the sociable nature of the job requires a degree of involvement with customers, some distance needs to be maintained, to show that there is a line that cannot be crossed. Trying to be ‘one of the lads or lassies’ can result in problems when you need to adopt a more formal role and constrain the behaviour of certain customers.

Mobility is an important part of the monitoring process. When the pub is busy, activities such as collecting glasses allow you to see what customers are doing and saying without being too obtrusive and without appearing to spy. Early signs of potential trouble can be 'nipped in the bud' with an appropriate intervention such as a humorous remark or a quiet word.

A key part of maintaining control is to make sure that a customer do not lose face in front of other people. A large proportion of pub violence occurs because a customer wants to maintain his reputation in front of his friends and associates.

Being seen as 'hard' by peers is a means of winning status and prestige, particularly amongst young males. Consequently allowing the potential troublemaker the opportunity to save face is important; anything you do which belittles their status is likely to inflame the situation even further. The most effective strategy is to attempt to deal with them on a one-to-one basis, well away from their peers. In this way the 'audience effect’ is minimise and there is less prospect of continued aggression.

Some Points to Remember

• Make it your business to engage with customer and gain respect.

• If you think trouble may occur report immediately to your supervisor. Never physically handle a customer.

• If a customer refuses to leave call the police on 01202 22222 or if you feel threatened 999

The Grove Bar has a friendly and happy atmosphere. It is very rare that any of our staff members have to ban a customer. However we do not tolerate the enjoyment of others being spoiled. If a customer is banned from the Grove Tavern they will not be allowed back in unless they request online at our website and they are voted back in by staff at a staff meeting.

The Grove is a members of Pubwatch an organisation that incorporates local pubs and bars in the area, working together to share information and making sure banned persons are barred from all the scheme members premises. This also works as a deterrent to customers who may be thinking about misbehaving.

Bournemouth PubWatch Online is an initiative that allows licensed premises staff instant access to easily communicate and circulate information of individuals that are banned by Bournemouth PubWatch scheme from entering licensed premises across the area with a key aim of achieving a safe and secure social environment for licensed premises customers and staff.

The public can access the public site on

www.eastbournemouth.schemelink.co.uk

The Grove Tavern CCTV policy 

THE COMPANY OPERATE MANY CCTV CAMERAS AND A FULL LOCATION POSITION WILL BE MADE AVAILABLE. OPERATORS OF THE CCTV WILL VIEW CUSTOMERS STAFF, AND WORK CONTRACTORS TO ENSURE THE SAFETY OF ALL

When can CCTV images be disclosed?

You have the right to see CCTV images of you and to ask for a copy of them. The organisation must provide them within 30 calendar days. This is called a Subject Access Request. You will need to provide details to help the operator to establish your identity as the person in the pictures, and to help them find the images on their system.

CCTV operators are not allowed to disclose images of identifiable people to the media - or to put them on the internet - for entertainment. Images released to the media to help identify a person are usually disclosed by the police.

An organisation may need to disclose CCTV images for legal reasons - for example, crime detection. Once they have given the images to another organisation, then that organisation must adhere to the Data Protection Act in their handling of the images.

Public authorities are subject to the Freedom of Information Act 2000, or the Freedom of Information (Scotland) Act 2000. This Act allows members of the public to request official information by writing to the public authority, who must respond within 20 working days. If the images are those of the person making the request, then the request would be handled under the Data Protection Act as a Subject Access Request. If, however, other people are identifiable in the CCTV pictures, then the images would be considered personal information and it is likely they would be exempt from the Freedom of Information Act.

Purpose 

Keeping employees safe – CCTV can keep staff safe by helping to prevent theft, violence, and other crimes.

Protecting business interests – CCTV surveillance may achieve this in a variety of ways, such as through preventing stealing, malingering, and vandalism. It can also be used to assess and improve the business generally. For example, CCTV footage may show that employees are struggling to complete certain tasks, or that there is overcrowding in areas of the building. This enables management to flag up such issues and resolve them.

Training staff – CCTV can also be effective in training staff, with video clips being used to show employees how to and how not to undertake certain tasks. It could also be used to monitor staff that are being trained up to ensure they are completing tasks correctly.

Upholding health and safety rules – Monitoring a workplace can ensure that health and safety rules are complied with and provide evidence in the event of any breaches.

The Grove Tavern adhere to the Human Rights Act 1998

Human Rights Act 1998 (HRA) – Employees have the right to privacy under the HRA, and intrusive and disproportionate CCTV monitoring may breach this right. Breaches to this right could manifest as filming in areas where individuals would expect privacy, such as in toilets or break areas.

General Data Protection Regulation (GDPR) – Employees have strong protection of their individual data under the GDPR. 

Mutual trust and confidence – Employers must not act in a manner that is likely to destroy or damage the relationship of mutual trust and confidence between themselves and employees. Therefore, contravening their privacy by inappropriately filming them is likely to breach this, giving employees the right to resign and claim constructive unfair dismissal.

Authorised monitors only covertly monitor staff without their knowledge in exceptional circumstances where we have reasonable and proper cause to do so. This may include scenarios where there are grounds to suspect criminal activity or very serious malpractice. The Grove Tavern ensure that senior management authorises this usage, that it is only implemented as part of a specific investigation, and that the risk of intruding on the privacy of those not suspected of a crime is considered.

Handle the data The Grove Tavern will ensure we store and process the data collected in compliance with the GDPR, meaning the information captured must be relevant, not excessive, securely stored, and not kept for longer than is necessary (whilst there are no strict guidelines on this, a retention time of 31 days is common and recommended by police). This ensures that individual rights are protected and that footage can be used as evidence if required.

Cameras are located in the below areas

Public areas excluding WCs

Main bar

Back room

Smoking area

Garden

Kitchen

Front door (exterior)

Paved area (exterior Chestnut Grove)

Paved area (exterior Southbourne Grove)

Non public area

Office 

Authorised staff have round the clock access to Grove Tavern CCTV

FORGERIES

Check all note under the notes under then note scanner beside the till. If a forged note is passed to you retain the note. Inform the customer that it is illegal for us to return the note to them, but we can take their details and pass them on to the police. Please note we now no longer accept £50 notes.

Morning cleaning , 1/2 hourly toilet checks, daily cleaning 

Every morning the pub is thoroughly cleaned. This a brief guideline on how it’s done:

Collect the products you need to use from the cleaning shelf situated downstairs. (As you come down the stairs and turn left). This include: toilet rolls / bin liners / cloths and cleaner / sponges / urinal blocks / descale / hand towels 

The mop and bucket are in the cupboard before the garden. Please ensure the mop is always clean and not worn out before use. Fill bucket with clean hot water and mix with detergent under the sink in the bar. Sweep behind bar and around the bar, then mop all floors including the restaurant area.

Clean toilets, urinals, sinks thoroughly. Wipe pipework. Put toilet blocks in urinal if required. Always refill the soap to the top. Make sure there is at least 2 full toilet rolls in each toilet. Clean mirrors. Put descale down the toilets. Mop the floors 

Sweep the pavement outside the pub and smoking area and clean tables to set garden up (if it’s a nice day put couple of tables outside in the rear of the pub)

Clean all shelves window ledges and wooden benches and around the base of high chairs

Clean fruit machine and glass doors / Polish tables 

Thoroughly vacuum the bar and surrounding area including inside the front door. 

If you have time left, wipe back of the chairs and lamp shades

• Every 1/2 hour the toilet must be checked and cleaned.
• Check the toilets and get what you need to clean each of them. Sometimes a full cleaning will be required.

It is essential for our customer's comfort that there is plenty of toilet paper so always ensure that there are at least full toilet rolls in each toilet at all time

Hand soap must be filled to the top at all times as well

The floor need a good clean every time you go in . Make sure it smells pleasant in each toilet .

If you notice anything unusual please report immediately to your line manager. 

Link to Washroom cleaning Training: - www.grove-tavern.co.uk/Training/washroom-cleaning

Daily & weekly cleaning 

Each day on your shift during quieter times a list of jobs is available with your supervisor. This includes cleaning the bar and surrounding area. 

• behind the bar remove all glasses per shelf and drip trays wash them while cleaning the shelf before putting it all back.

• The glass washer and ice machine area must be kept clean at all times as well as the stairs on the way down to the cellar. Anything cluttering those areas must be removed and disposed of. Always ensure its all nice and clean and not hazardous for you and your work colleagues. 

• In the cellar empty boxes must be flattened and taken out to the recycling bin situated in the back yard.

• Please keep the bar and surroundings as tidy and clean as possible (as soon as a table is vacated make sure it’s wiped clean and ready to use for next customer as soon as possible). 

Tips

Staff are strictly NOT allowed to accept drinks from customers.

Cash Tips Instead, kindly accept a token equal to or under the drink you would originally have. Put it in the tip jar to be split with everyone at the end of your shift.
Electronic / Card Tips

Ask the customer to scan the QR code provided on the tables and bar. To find out how this works see this link www.easytip.net/how-cashless-tipping-works
We will provide you with the app details to use for your tips.

The following covid 19 procedure does not apply as of when we last updated this manual 21 October 2023.

COVID 19 Procedures and Guidelines

As of May 2021, the guidelines are as follows. As and when something changes this manual will be updated and sent to all the staff members again.

• Staff must wear face coverings in indoor areas, unless they are separated from customers by a screen or similar. Customers must wear face coverings indoors while moving around the venue, coverings can be removed once they are seated to a table for drinks and/or food. Face coverings outdoors are not required by either, staff members or customers at any given time.
• Indoor gatherings are limited to 6 people per group OR a group of any size from 2 households ONLY
• Outdoor gatherings are limited to 30 people per group of any household.
• Customers, Staff and Public are no longer required to keep 2m distancing, however it is encouraged to do so when possible.
• All customers must provide their details for track and trace purposes. This can be done in 2 ways, either scan the QR code with the NHS app to sign in or check in by filling their details on the track and trace form.