CHEQUERS

LIFE

Welcome to the Chequers and thank you for joining our team.

As a family we like to make sure that we all function perfectly in our house and we all feel happy and confident in what we do.

First up a little house keeping.

Please can you fill out your details in the form on the left.
These will be needed for our accountant for your payroll.
We will need to get your bank details for payments but this will be done seperate to this.

So here is how that works

Below we will describe all the benefits, policies and procedures that are currently operated at The Chequers. Please read through and confirm that you are confident in all aspects of our policies and procedures.

We firmly hope that you enjoy your time employed at The Chequers and we are sure that it will be a pleasure for us to have you on the team.

These benefits, policies and procedures are not contractual and may be revised, updated or withdrawn at our discretion. However wherever possible you will be advised of any substantive changes. Please note that if there are any inconsistencies between the general information in this information and your terms and conditions of employment, your terms and conditions take precedence. For ease of use we have included names of people you can contact throughout. These are suggested contacts – if that person is not available contact someone else who will be able to assist you.
Where the words ‘we’ and ‘us’ or ‘our’ are used in this handbook they mean Shaun Filsell the proprietor of The Chequers who owns the business and who is overall responsible for the correct running of The Chequers.

THE WAY WE DO BUSINESS

The way in which our employees behave is extremely important to our success. We have responsibilities to our customers, suppliers and to our local community.

Our employees must at all times comply with the laws and regulations of England and with the policies, codes of practice and standards laid down at this pub. In all your dealings and particularly in relations with government officials (police, Customs & Excise), customers and suppliers care should be taken to avoid any deception, or other behaviour that might reasonably be considered to be 'sharp practice'.

At no time must you agree to, or do you have authority to agree any purchasing agreement with a supplier. If pressed please refer that supplier to Shaun Filsell for authorisation.

CONTACT WITH THE OUTSIDE WORLD

Whilst we actively promote our pub, any employee wishing to write an article or give an interview or public address on behalf of, or associated in any way with The Chequers, you must first obtain permission from Shaun Filsell.
Any information must be retracted instantly if asked to do so.

Charities

On no account should The Chequers be committed to any charities without prior permission of Shaun Filsell. You should note that if The Chequers is bound by a charitable commitment entered into by an employee who does not have prior permission, then that employee will be personally liable for any costs incurred.

Your political views

Employees are entirely free to participate in political activities in their own personal time away from the pub. However, The Chequers must not be involved in or associated with such activities and accordingly, employees may not engage in personal political activities during working time or on The Chequers premises.

THE WAY WE WORK

We expect you to work and we will treat you in a way that reflects the things we believe in as follows: -

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Our customers are treasured – they keep our pub alive.

We are highly professional; we work hard and take our work, but not ourselves, seriously.

We like to enjoy our work at The Chequers and have fun.

We have a hard commercial edge but nevertheless are optimistic, confident and look for opportunities to improve the pub.

We change with the times; we acknowledge and respect the heritage of our industry and pub without living in the past.

People are treated at work with the same respect and civility as they would be treated in the outside world and with due respect for their human rights.

We will consult with our people over changes at work, especially so with those that will have an effect on their life outside work.

We will particularly offer support to those employees who have gone “the extra mile” for the pub.

WHAT WE EXPECT OF YOU

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Treasure our customers: they allow us to pay your wages.

A flexible attitude to work, we expect you to muck in and support any of your colleagues who may be busier or need your help.

Leave your troubles behind when you step into the pub, if you have any problems by all means speak to us about them but don’t burden the customers; they come to our pub to enjoy themselves.

Be helpful to customers.

Remember good customer service counts, greet and serve people in a way that lets them know that they are important to you.

Always check whether there is anything else people might want, they get better service and we sell more.

Be safe, be clean and tidy in appearance.

Please be honest with colleagues and the business at all times. If you have concerns we really need to hear these and rectify the problem.

“SOME OTHER GOLDEN RULES”

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Never leave the bar unattended with the till operable.

There is always something to do and there is no need to ask. So even in the quietest moments you should always check whether there is anything else we can do for our customers, if not tidy up and check displays, if all tidy then prepare for when the pub will be busy again.

Take responsibility; if there is no person more senior than you in the bar then you are in full charge of the bar.

CUSTOMER CARE & SERVICE

Without our good customers we wouldn’t have a pub and so they are the most important people that we come into contact with.

It is well known that the reason that people go to one pub rather than another is the general ambience of the place and great customer service. These are both created by you. The ambience is created by the look of the pub and atmosphere of the pub, the service by the way you communicate with customers.

We want our pub to have the right look and atmosphere and so it must always be clean, comfortable and above all a friendly place to walk in to.

To achieve this we ourselves must look neat and tidy and above all have a friendly and helpful attitude. We must serve our customers in an efficient and friendly way and make everyone feel welcome, cared for and valued.

We know that when we treat people in this way they want to come back and visit our pub again and tell their friends about our pub.
We also know that the reverse is true - anyone who has a bad experience in our pub will not come back and they will tell their friends about our pub!

DISABLED CUSTOMERS

Please ensure that all pub entrances and gangways are free of obstacles and that there is sufficient space for wheelchairs around tables designated for disabled access.

HOW YOU CAN CREATE A GOOD AMBIENCE IN OUR PUB

Simply be friendly. Smile at people when you greet them, make eye contact with people, acknowledge customers who are waiting and never ignore them, take time with people, recognise your regulars and remember their likes and dislikes.

1. When someone enters the pub always say hello straight away and let them know you will be straight with them.

2. Make the music is right and not to loud.

3. Keep bar tidy and nothing on show that should not be there. Especially on entry bar.

4. Keep tables clean and tidy and laid for next customer.

Remember it takes years to build customer relationships and minutes to lose them.

CUSTOMER PROBLEMS

UNWELCOME CUSTOMERS

We expect you to serve in a positive way anyone who wishes to be served provided they behave themselves and that the licensing regulations allow them to be served.

We never discriminate against customers because of their race, gender, sexual orientation, disability, age or ethnic group - only because of their behaviour.

Regrettably, however some customers are unwelcome. We only ask customers to leave who are causing a nuisance to you or another customer or those who are lowering the atmosphere of the pub for the other customers. If you observe people doing that then you must speak to The Manager who will decide what action to take. If that person is not available then consult with another colleague and agree appropriate action.

You should, wherever possible, avoid physical intervention and if you have asked a customer to leave and they repeatedly refuse, you should immediately advise a manager and if a manager is not available, inform the customer that you are to call the police and you should do that immediately. If you yourself are threatened you should call the police. If you have to detain someone (for example if a theft has taken place) then you should call the police immediately and follow any instructions from them.

NOISE

We aim to live in harmony with our local community and especially our immediate neighbours. Therefore where noise is a problem particularly from those customers leaving the pub a polite reminder from you as our customers leave is expected.

DRUGS

The use or supply of controlled drugs is illegal and will not be tolerated in our pub by either staff or customers.
Always remain vigilant for this. All staff are required to undertake regular checks of the toilets.
This is not just to ensure that they are clean and presentable but also to make sure that they are not used as a refuge for drug takers.

If you suspect that either a member of staff or another customer is taking or supplying controlled drugs for others to use then contact a Manager immediately and agree a course of action to remove them from the pub and involve the police as appropriate.

If you are taking prescribed drugs that may affect your ability to do your job e.g. cause drowsiness, then you must tell Shaun Filsell before you start work.

DRINK DRIVING

The Chequers supports the ‘I’ll be Des’ campaign that encourages groups of customers to nominate a designated driver to allow the others in the group to have a social drink without worrying about driving.

If you suspect that one of our customers has had more to drink than the legal limit allows then you should politely ask them to consider how much they have had to drink before they drive away. The phone numbers of local cabs are displayed in the pub and you should encourage them to take advantage of this or offer to phone for one yourself on their behalf. You should make them aware however that whilst they can leave their car in the pub car park all night we are not responsible for the safety of their car which is left entirely at their own risk.

EMPLOYMENT POLICIES & PROCEDURES

WHEN & HOW YOU ARE PAID

If you are paid weekly then your pay week runs from Monday to Sunday and wages will be made ready by Friday the following week.

If you are paid monthly in arrears. The pay month finishes at midnight on the Sunday directly after the last day of the month. Pay will then be made by the following Friday. Details relating to your pay are set out in your terms and conditions of employment. Any changes to the account to which your pay is credited must be notified immediately to the book keeper in writing. We reserve the right to recoup any accidental overpayment of wages made to you directly from future pay.

YOUR HOLIDAYS

You will be required to work on bank holidays subject to the needs of the business.

Holidays can only be taken with prior permission from your manager and you should normally apply for holiday at least one month before you would like the time off. Do not expect to take holiday a week either side of a bank holiday or at the same time as other staff. A holiday roster will be posted on the wall of the office to allow you to check availability of holiday before you apply.

Holidays are not permitted over the school Christmas, Easter and summer holidays. You should check each year for the actual dates in which holiday is not permitted.

SECURITY

The safe custody of valuables, personal belongings and clothing is your responsibility and The Chequers can accept no responsibility for the loss, damage or theft of your belongings.

Please note that any belongings left lying around the pub and unattended may be removed and disposed of.

You should also note that The Chequers does not insure you for loss, damage or theft of personal belongings from cars and recommends you make adequate provision on your personal insurance.

When parking your own vehicle on the pub premises you should be aware that you are parking at your own risk and that The Chequers can accept no responsibility for damage or theft of your vehicle.

RIGHTS OF OWNERSHIP

All rights for any invention, process, design, program or other matters created by you, alone or with others, in the course of your employment at the pub, belong to the pub.

SEARCH

We may need from time to time to ask you to submit to a search of your possessions, car or clothing at the pub. This will not be done without good reason and therefore any refusal by you to cooperate could result in disciplinary action against you.

CASH HANDLING

Take care to count cash received and make sure it matches the sale its relevant to, then deposit all cash taken directly into the appropriate till and cash of this sale straight away.

You must never have spare cash in your pockets when at work. Cash brought to work should be kept secure in safe room.

CHEQUES

At Chequers we do not accept cheques.

CREDIT CARDS

Take card machine to table and carefully enter the appropriate amount in to machine and hand to customer to check. The customer can then choose to tip and enter their pin number. Pull off receipt and hand first copy to customer, the second goes into till and sale is cashed off.

CHEQUES

At Chequers we do not accept cheques.