Policies and procedures for staff

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Policy Statement: 

Our restaurant is committed to providing a safe and enjoyable dining experience for all our customers. We recognize the seriousness of food allergies and the potential risks they pose. This policy outlines the steps to be taken if a customer experiences an allergic reaction while dining at our establishment. 

 

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Staff Training and Awareness: 

a. All restaurant staff members, including servers, chefs, and kitchen staff, will undergo comprehensive training on food allergies, allergen identification, and handling allergic reactions. 

b. Staff will be educated on the common allergens in our menu items, including cross-contamination risks and the importance of preventing allergen exposure. 

 

Menu and Allergen Information: 

a. Our menu will indicate major allergens present in each dish, such as peanuts, tree nuts, shellfish, dairy, wheat, soy, eggs, and fish. 

b. Staff will be knowledgeable about the menu and able to provide accurate information to customers regarding potential allergens. 

 

Customer Allergy Communication: 

a. Before ordering, staff will inquire if any customers have food allergies or dietary restrictions. 

b. Customers will be encouraged to inform staff about their specific allergens or dietary requirements, even if the allergen is absent in their dish. 

c. Allergy information provided by customers will be communicated to the kitchen staff, emphasizing the importance of proper handling and prevention of cross-contamination. 

 

Preventing Cross-Contamination: 

a. The kitchen staff will implement strict protocols to prevent cross-contamination, including separate utensils, cutting boards, and designated cooking areas. 

b. Staff will ensure that surfaces and equipment are thoroughly cleaned and sanitized to minimize the risk of allergen exposure. 

 

Handling Allergic Reactions: 

a. If a customer experiences an allergic reaction, staff will prioritize their safety and well-being. 

b. Staff members will be trained to recognize the signs of an allergic reaction, including difficulty breathing, swelling, hives, or other symptoms. 

c. If a customer shows signs of an allergic reaction, staff will immediately call emergency services and provide any necessary assistance while waiting for medical professionals to arrive. 

d. Staff will provide the customer with any available allergen information about the dish consumed to aid medical professionals in their assessment and treatment. 

 

Incident Reporting and Follow-up: 

a. All allergic reactions must be reported to Management as soon as possible. 

b. Management will conduct a thorough investigation to identify the cause of the reaction and take appropriate corrective measures. 

c. Staff will be debriefed on the incident, and necessary adjustments will be made to prevent similar occurrences. 

 

This policy aims to ensure the safety and well-being of our customers with food allergies. All staff members are expected to always familiarize themselves with and adhere to this policy. Regular training and updates will be conducted to reinforce this policy and maintain a high standard of allergen safety in our restaurant. 

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Incorrect booking:

Our restaurant strives to provide efficient and seamless customer service, including managing their booking information accurately. This policy outlines the steps to be taken when a customer's booking information is found to be incorrect or incomplete.

 

Customer Booking Confirmation:

a. At the time of booking, customers will receive a confirmation via email, SMS, or any other agreed-upon communication method.

b. The booking confirmation will include essential details such as the date, time, number of guests, and any specific requests or preferences the customer provides.

 

Reviewing Booking Information:

a. Staff responsible for reservations will regularly review the booking information to identify any inaccuracies or inconsistencies.

b. Any discrepancies or incomplete information found will be addressed promptly to ensure the accuracy of the booking records.

 

Communication with Customers:

a. In case of incorrect or incomplete booking information, staff will try to contact the customer using the provided contact details.

b. Staff will inform the customer about the identified issue, seeking clarification and necessary updates.

c. The customer will be encouraged to provide accurate and complete information to avoid any inconvenience during their dining experience.

 

Updating Booking Information:

a. Upon receiving updated information from the customer, staff will promptly update the booking records to reflect the accurate details.

b. All relevant staff members involved in the reservation process will be notified of the changes to ensure the smooth execution of the customer's booking.

 

Accommodating Changes:

a. If the requested changes affect the availability of seating or other resources, staff will make reasonable efforts to accommodate the customer's updated requirements.

b. However, in cases where accommodating the changes is not possible due to limited availability or other constraints, staff will politely communicate the limitations to the customer and offer suitable alternatives if available.

 

Documentation and Record-Keeping:

a. Staff will maintain accurate and updated records of all customer booking information, including any changes or updates made.

b. The records will serve as a reference for future interactions with the customer and assist in providing personalized service during their visit.

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Assigning tables and assets to bookings:

Assigning tables and assets to bookings in a restaurant involves effectively managing reservations and allocating resources to ensure a smooth dining experience. Here's a suggested approach for handling table and asset assignments:

 

Centralized Reservation System: Implement a centralized reservation system, either through software or manual processes, to record and manage bookings. This system should capture essential details such as date, time, party size, and any specific requests or preferences made by the customer.

 

Table and Asset Inventory: Maintain an inventory of available tables and assets, such as high chairs, booster seats, or private dining rooms. Each item should be properly labeled and categorized.

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Accessibility: Due to our building design, we are only able to provide wheelchair access outside our restaurant. We currently are working on accessibility bathrooms, due to this, our bathrooms are out of order. Please ask our staff for more details if this is required

 

Reservation Guidelines: Establish guidelines for table and asset assignments based on factors such as table configurations, seating capacities, customer preferences, and availability. Develop a clear understanding of the restaurant's layout and consider factors like table sizes, locations, and proximity to high-traffic areas or amenities.

 

Efficient Table Seating: Train the front-of-house staff, including host/hostess or reservation manager, on efficient table seating techniques. Consider factors such as party size, time of reservation, server workload balancing, and accommodating any special requests or preferences.

 

Real-Time Updates: Ensure that the reservation system is regularly updated with the latest information on table availability and asset status. This helps prevent double bookings and provides accurate information to staff when assigning tables or assets to incoming bookings.

 

Prioritize Reservations: Prioritize reservations based on factors like reservation size, customer loyalty, or special events. This allows you to allocate prime tables or preferred assets to enhance the customer experience for valued guests or special occasions.

 

Communication with Staff: Clearly communicate the table and asset assignments to the appropriate staff members, including servers, bussers, and other relevant personnel. Ensure that they are aware of any specific requests or considerations related to each reservation.

 

Flexibility and Adaptability: Remain flexible and adaptable to unexpected changes or requests. Be prepared to accommodate last-minute adjustments, such as changes in party size or specific table preferences, while still maintaining a smooth flow of operations.

 

Document and Track Assignments: Maintain accurate records of table and asset assignments for each reservation. This documentation helps track any issues, preferences, or feedback related to specific tables or assets, enabling better service in the future.

 

Regular Evaluation and Adjustments: Continuously evaluate the effectiveness of table and asset assignments based on customer feedback, staff input, and operational efficiency. Make necessary adjustments to optimize the process and improve customer satisfaction.

 

By implementing these steps, you can streamline the process of assigning tables and assets to bookings, enhance the overall dining experience, and efficiently manage the resources within your restaurant.

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Continuous improvement:

a. Management will periodically evaluate the effectiveness of this policy to identify areas for improvement in managing customer booking information.

b. Staff feedback and customer input regarding the booking process will be valued and considered for enhancing the overall experience.

 

By following this policy, we aim to ensure customer booking information is handled accurately and efficiently. All staff members involved in the reservation process are expected to adhere to this policy consistently. Regular training and communication will be provided to reinforce the importance of accurate booking information management.

 

Resolving the issue of incorrect customer booking information requires effective communication, problem-solving skills, and a customer-centric approach. Here are some steps you can take to address and resolve the situation:

 

Identify the Discrepancy: Carefully review the customer's booking information and identify the areas where the information is incorrect or incomplete. Note any potential impact on the reservation or the customer's experience.

 

Contact the Customer: Contact the customer using the contact details provided during the booking process. Please choose a suitable communication method, such as phone or email, to inform them about the identified issue.

 

Apologize and Explain: Begin the conversation by apologizing for any inconvenience caused by the incorrect information. Clearly explain the specific details that need clarification or correction and the impact it may have on their reservation.

 

Seek Clarification: Allow the customer to provide the accurate and complete information needed to rectify the discrepancy. Please encourage them to share any additional details or preferences relevant to their booking.

 

Accommodate Changes, if Possible: Assess whether it is feasible to accommodate the requested changes based on availability and operational constraints. Make every effort to meet the customer's needs and provide suitable alternatives.

 

Document Updates: Once accurate information is obtained, update the booking records promptly and ensure that all relevant staff members involved in the reservation process are informed of the changes.

 

Confirm the Resolution: Clearly communicate to the customer the actions taken to resolve the issue. Reiterate any changes made to their booking and confirm that their updated information has been accurately recorded.

 

Provide Assurance: Assure the customer that their reservation is now in order and that you will make every effort to provide them with a seamless and enjoyable dining experience.

 

Follow-Up: Consider following up with the customer closer to their reservation date to confirm the accuracy of the updated information and address any additional concerns they may have.

 

Review and Learn: Take the opportunity to review the incident and identify any internal processes or systems that contributed to the incorrect information. Implement necessary improvements to prevent similar issues in the future.

 

Remember, resolving the situation with professionalism, empathy, and a willingness to assist the customer goes a long way in turning the experience into a positive one.

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Feedback handling:

Dealing with customer feedback is a crucial aspect of maintaining customer satisfaction and improving the quality of your restaurant's services. Here's a suggested approach for effectively handling customer feedback:

 

Actively Listen: When receiving customer feedback, whether it's in person, through online reviews, or via feedback forms, listen attentively and demonstrate that their feedback is valuable. Give the customer your full attention, maintain a positive and receptive attitude, and refrain from interrupting or becoming defensive.

 

Thank the Customer: Begin by expressing appreciation for the customer's feedback. Thank them for taking the time to provide their insights, whether they are positive or negative. Show genuine gratitude for their contribution to your restaurant's improvement.

 

Remain Professional and Courteous: Respond to customer feedback in a professional and courteous manner, regardless of the nature of the feedback. Maintain a respectful tone, use appropriate language, and avoid any defensive or confrontational behavior. Remember that professionalism is key to resolving issues and maintaining a positive image for your restaurant.

 

Empathize and Apologize: Show empathy and understanding toward the customer's concerns or experiences. Even if you believe the customer's perception may be inaccurate, acknowledge their feelings and apologize for any inconvenience caused. This demonstrates your commitment to their satisfaction.

 

Investigate the Issue: Take the customer's feedback seriously and investigate the matter thoroughly. Talk to staff members involved, review relevant records or documentation, and gather all necessary information to gain a comprehensive understanding of the situation.

 

Respond in a Timely Manner: Respond to customer feedback promptly to demonstrate your commitment to addressing their concerns. Aim to respond within a reasonable timeframe, whether it's through the same communication channel or by reaching out to the customer privately.

 

Provide a Solution: Depending on the nature of the feedback, offer an appropriate solution or remedy to the customer. This could include offering a refund, a complimentary meal, a discount on future visits, or any other resolution that aligns with the specific issue and the customer's preferences.

 

Learn and Improve: Use customer feedback as an opportunity for continuous improvement. Analyze recurring themes or patterns in feedback to identify areas where your restaurant can enhance its service, menu, or overall experience. Share these insights with your team and implement the necessary changes.

 

Follow-Up: After providing a resolution, follow up with the customer to ensure their satisfaction and to verify if the resolution met their expectations. This step demonstrates your commitment to customer service and helps foster a positive relationship.

 

Document and Analyze Feedback: Keep a record of customer feedback, categorize it, and analyze it periodically. Look for trends or common issues that can guide decision-making and help you address potential concerns proactively.

 

Remember, addressing customer feedback with attentiveness, empathy, and a commitment to resolution can turn a negative experience into a positive one. It also provides valuable insights to help your restaurant continuously improve and exceed customer expectations.

 

Illness:

If a customer falls ill while at your restaurant, it's important to prioritize their well-being and take appropriate action. Here are some steps to follow:

 

Assess the Situation: If you become aware that a customer is feeling ill or requires medical assistance, assess the severity of the situation. Determine if immediate medical attention is needed or if the customer can be assisted within the premises.

 

Offer Assistance: Approach the customer calmly and ask if they need any assistance. Be empathetic and understanding of their condition. Offer to call for medical help if necessary or provide any immediate assistance within your capacity.

 

Contact Emergency Services: If the customer's condition is serious or requires immediate medical attention, call emergency services (such as an ambulance) to provide appropriate care. Provide the necessary information, such as the customer's symptoms, location, and any other relevant details requested by the emergency operator.

 

Ensure Safety and Comfort: While waiting for medical professionals to arrive, ensure the customer's safety and comfort. Offer them a seat in a quiet area, provide water if appropriate, and have a staff member stay with them to offer support.

 

Maintain Privacy and Dignity: Respect the customer's privacy and dignity throughout the process. Avoid discussing their condition openly or drawing attention to the situation. Provide a discreet and supportive environment for them and their companions.

 

Communicate with the Customer: Keep the customer informed about the actions being taken and the progress of any medical assistance being arranged. Show concern for their well-being and offer any additional assistance or information they may require.

 

Communicate with Other Customers: If necessary, discreetly communicate to other customers or nearby tables to avoid any unnecessary disruption or concern. Assure them that the situation is being handled appropriately and their dining experience will continue undisturbed.

 

Document the Incident: Make a record of the incident, including the details of the customer's illness, actions taken, and any communication with medical professionals or emergency services. This documentation can be useful for insurance purposes or internal review.

 

Follow-Up: Once the customer's immediate needs have been addressed, follow up with them to inquire about their well-being. Express concern and offer any further assistance or support they may need.

 

Learn and Improve: Take the incident as an opportunity to review your protocols and procedures related to customer safety and emergencies. Identify any areas where improvements can be made to prevent similar incidents in the future.

 

Remember, the well-being of the customer is the top priority when they fall ill at your restaurant. Acting promptly, providing assistance, and maintaining a calm and supportive environment will help ensure their safety and comfort.

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BYO policies:

Standard cake fee $40

Plating fee $5pp.

Standard drinks fee $25 per bottle,

Serving fee $5pp - adults only.

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Pre-Order

We understand that some of our guests prefer to pre-order their meals for a more convenient and efficient dining experience. To ensure a smooth process for both our valued customers and our kitchen staff, we have established the following pre-order policy:

 

1. Pre-Order Timing:

• Pre-orders must be placed a minimum of 14 days in advance. Please check our pre-order lead time for specific details.

2. Menu Availability:

• Pre-orders are accepted for items available on our regular menu. Special requests or customized dishes may be accommodated, but availability is subject to approval.

3. Pre-Order Channels:

• Pre-orders can be made through the following channels:

  • Phone bookings

  • Email reservations

  • Website online reservation booking

4. Cancellation Policy:

• Cancellations must be made at least 3 days before the scheduled reservation time.

• Cancellations made within the specified time frame may be eligible for a refund or credit.

• Late cancellations or no-shows may result in a forfeiture of the pre-order payment.

5. Modifications:

• Changes to pre-orders, such as adjustments to the number of guests or special requests, must be communicated as early as possible and are subject to approval.

6. Special Requests:

• We will do our best to accommodate dietary restrictions and special requests. Please inform us of any allergies or preferences when placing your pre-order.

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Food availability:

Our restaurant offers fresh and locally sourced quality items.

Seafood is limited in availability as it is caught daily and the number of items can vary. 

Our Waygu is dry-aged for 65 days on the bone and stored at freezing temperatures. 

We require preorders for Waygu only so the meat can be transported to the restaurant. 

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