Beach Hotel Employee Handbook

ZENITH HOTELS EMPLOYEE HANDBOOK 01

EMPLOYEE HANDBOOK

THE BEACH HOTEL THE BEACH HOTEL • BY ZENEITMHPHLOOYTEEELSHANDBOOK

ZENITH HOTELS EMPLOYEE HANDBOOK 02

CONTENTS

03 Welcome
05 Our Organisation
06 What To Expect
07 Rostering & Attendance
08 On The Job
11 Our Service Standards
19 House Policy
20 Compliance & Security
22 Declaration
23 Did You Understand?

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WELCOME

CONGRATULATIONS WHO WE ARE

Congratulations on being selected to join the The Lazarus family has been at the heart
Zenith Hotels team and thank you for choosing of the Australian hospitality industry for
to be part of our journey. generations, with Peter and Sylvia Parras
operating the Cock N’ Bull Hotel in Sydney
This handbook sets out the expectations and more than 50 years ago. This venue inspired
standards of our group and begins to provide a family focused enterprise spanning
you with the necessary information and tools 3 generations, and forged a legacy of
to undertake your role. developing world class venues.

Zenith Hotels has high aspirations and strives Since the days of the Cock n Bull, Sylvia
to be industry leaders in the hospitality sector and Peter’s daughter Denise and son in-
with high quality staff, products, services and law, Andrew have carried on the legacy,
facilities. We want to be the best by offering expanding the family business into one of
the best to our guests and employees. the country’s most successful hospitality
enterprises. With the acquisition of iconic
Welcome aboard! venues Shoal Bay Country Club, The Beach
Hotel, The Exchange Hotel and Lone Pine
OUR CULTURE Tavern since 2017, Zenith Hotels was born.

The ultimate working culture we strive to Headed by a team of industry leading talent,
create is summed up in one of our core values, Zenith Hotels has a strong focus on staff
to ‘Build a positive team and family spirit’. development, and a passion for creating an
unrivalled workplace culture. This is derived
We want everyone in our team to watch out, from our core family values and drive to serve
care for and trust each other. Beyond this, our customers and the community.
we want to create a meaningful work
experience through:

1. Contributing positively to other people

2. Creating something excellent and enduring

3. C ontinually learning and developing
ourselves and others

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OUR ORGANISATION

ANDREW &
DENISE LAZARUS

Directors

PETER LAZARUS LUKE LAZARUS
Director Director

PAUL SHAW

Group General
Manager

LEX ELSON-WHITE HELEN SMIT ATICK ELAHI BRENT TOZER MELINDA MURRAY HANNAH BRADY KATIE DEAN &
& CANDICE FARMILOW Master of Drinks GEMMA WARRINER
Group Human Group Executive Group Public Group Interior
Group Gaming Resources Manager Head Chef Relations Designer Group Branding
Managers, directors Managers

of Lone Pine

BRENT TOZER BRENT REXY TBC SIAN REDGRAVE

General Manager General Manager General Manager Group Food
The Exchange Hotel Shoal Bay The Beach Hotel Consultant

Country Club

SALLY CODYRE ALYSHIA
RAZMOVSKI
Marketing Manager
The Exchange Hotel Marketing Manager
& Lone Pine Tavern The Beach Hotel
& Shoal Bay
Country Club

GROUP SBCC LONE PINE THE BEACHES THE EXCHANGE EXTERNAL
CONTRACTORS

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WHAT TO EXPECT

LETTER OF OFFER TRAINING AND
DEVELOPMENT POLICY
A letter of offer is prepared for each
employee. It outlines your working conditions Zenith Hotels supports the ongoing
in direct relation to your employment, development and training of its employees,
this is delivered via email and through the therefore selected FOH staff may be signed
Flare HR platform. up to a Certificate 3 in Hospitality. Training
sessions will be paid rostered shifts for
INDUCTION casuals. We believe that by identifying and
training staff with a positive attitude and
As a pre-requisite, all new employees will approach to work as well as the desire to
be provided with an induction via: succeed in hospitality professionally can be
beneficial to our group and our employees.
• T he Employee Handbook highlighting At the end of the day our staff and
Zenith Hotels policies and procedures; management are the building blocks for our
group and the more tools we supply you with
• Site Tour; and the stronger the foundation of the company.
• S pecific role and safety responsibilities

briefing

CAREER PROGRESSION

Career progression means different things
to different people. Whatever your ambitions
are, we will do our best to accommodate your
career preferences.

Being a family owned and operated business
we like to take the approach of promoting
from within wherever we can.

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ROSTERING & ATTENDANCE

CLOCK IN AND SHIFT SWAPPING
CLOCK OUT PROCEDURE
In the event of an emergency any shift
At Zenith Hotels, we use the software system, swaps must be approved by a Manager
Deputy to manage your roster and record your prior to the shift to ensure that the shift is
shifts worked, through The Kiosk (IPAD). covered by a suitable staff member. It is
a minimum requirement that shift swaps
As this system is where we manage payroll are communicated 24 hours prior to shift
and timesheets, please ensure you log on and commencement.
off for your shifts and breaks. This will ensure
you are paid correctly each week. PUNCTUALITY

AVAILABILITY Please be punctual when commencing your
shift. The start time as it appears on the roster
If employees have family and or study is the time you are expected to be at your
commitments, Zenith Hotels will attempt to work station ready to carry out your duties,
accommodate them as best as possible, we recommend you arrive 10minutes early to
considering the operational requirements of each shift.
the business. Rosters will be done at least one
week in advance. To request a specific day off If you are unable to commence your shift on
you will need to make a request via the Deputy time, you must phone the Duty Manager to
application with an explanation. advise them of the delay.

ALL STAFF are responsible for managing their BREAKS
own availability and ensuring all changes are
approved by a Manager. All staff are entitled to a break after 6 hours
work. Breaks are managed venue wide by
the Manager on duty and in line with what is
best for the business and ALL the staff on duty.
Never leave your bar or floor without asking
your Manager first.

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ON THE JOB

WORK AREAS DRUGS AND ALCOHOL

Employees are not permitted to smoke, eat, Employees must not present for work under
drink, chew gum or read non-work related the influence of alcohol or illicit drugs. Under
materials in service areas unless otherwise no circumstances is it permissible for an
specified. It is important to ensure the tidiness employee to consume alcohol or illicit drugs
of your work area and leave the work area whilst on their rostered shift. This includes
as you would like to find it. Employees are during meal breaks.
expected to remain in their designated
workstation during shift and must seek If you are taking prescription drugs or any
approval from the Manager to leave their other medication that could potentially affect
workstation. your performance or affect the safety of
you or others, you are required under WH&S
TELEPHONE CALLS legislation to advise the Duty Manager or the
Group HR Manager.
While on duty, you are not permitted to
make or receive personal telephone calls If you observe another employee consume
through either the venues telephone system drugs or alcohol or appear to be under the
or a mobile phone. Personal calls may only influence of drugs or alcohol, you are obliged
be made on public or mobile phones during to report this to the Supervisor or Duty
rostered break times. Manager.

The only exception to these rules will apply SMOKING
in an emergency.
Employees are only permitted to smoke
Employees are not permitted to use OR during rostered break times. Smoking is only
carry a mobile phone while on shift. permitted in the designated staff smoking
area and never to take place in view of guests.

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ON THE JOB

SOCIAL MEDIA Harassment is uninvited or unwelcome
RESPONSIBILITIES behaviour that offends, humiliates or
intimidates another person whether the effect
Zenith Hotels recognises the value of the use is intended or not. It may be a single act or
of social media platforms in the workplace. a series of incidents, persistent innuendos or
Employees have access to a number of threats. It may be subtle or openly hostile; it
company Facebook pages as well as our can be private or public. Sexual harassment
rostering system Deputy, which has a generally includes unwelcome conduct of a
newsfeed for communicating company-wide sexual nature which a reasonable person
information. would find offensive (for example, jokes
containing sexual innuendo, intrusive enquiries
All employees have a responsibility to ensure into an employee’s private life, sexuality
any posts, comments or photos on any of or appearance, deliberate of unnecessary
these platforms are respectful and adhere to physical contact).
our high expectation of behaviours. Posts of
an anti-social nature, that could be deemed Discrimination may occur when an employee
offensive or could bring the company into is treated less favourably than others because
disrepute will not be tolerated and employees of individual characteristics. Employment
may be subject to disciplinary action. decisions may be unlawful if they are made
on the basis of a person’s gender, race,
ANTI-BULLYING, HARASSMENT sexuality, age, marital status, family or carer
& DISCRIMINATION responsibilities, pregnancy, religion, political
opinion, disability for example.
Zenith Hotels has a zero tolerance of
bullying, harassment and discrimination in
the workplace. All forms of harassment and
unlawful discrimination are unacceptable
and substantiated allegations could lead to
disciplinary action.

Bullying is harassment or victimisation that
may create a risk to the health, safety or
welfare of persons at work and may include
physical or verbal abuse, aggression or
intimidation or could also be more subtle or
indirect (for example, veiled threats, sarcasm,
‘nit-picking’, deliberately isolating a fellow
employee from general interactions).

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OUR SERVICE STANDARDS

TEAMWORK ALWAYS REMEMBER

Efficient running of the bar and venue relies The customer is the most important visitor in
upon teamwork among all members of staff. our premises. They are not dependent on us,
No one is employed to be one dimensional. we are dependent on them.
We expect that all aspects are covered despite
where you are rostered. Teamwork is also A customer is not an outsider in our business,
critical in the fast-paced environment we they are a part of it.
work in. Communication and the ability to
adapt to every situation, keeping yourself busy We are not doing them a favour by serving
and productive are the key qualities of any them, they are doing us a favour by giving us
staff member looking to make an impact. We the opportunity to do so.
believe our staff are our business and without
great, hardworking and communicating staff OUR GOAL
our business will not exist.
To deliver true hospitality in a casual, friendly
and fun manner, leaving every guest with a
positive and lasting impression.

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SEQUENCE OF SERVICE / EXPECTATIONS

ARRIVE AT WORK BE PREPARED

Always arrive at work prepared and ensure Check in with a manager/supervisor
you are in your department a minimum of regarding shift duties, section allocation,
5 minutes before rostered start time. any bookings etc. Ensure run sheets are
read thoroughly and understood, if unsure
Personal Presentation & Preparation of anything always ask

• Staff T-Shirt, clean and ironed • E nsure you stick to your allocated
• Neat Denim Jeans section and duties for the shift
• Apron
• Clean non slip shoes • F amiliarise yourself with any events,
• Minimal jewellery (wedding/engagement specials or promotions for the day

ring, single necklace) • C heck food and beverage specials and
• Long hair to be tied back for anything the kitchen may be out of
• Clean and trimmed nails
• High personal hygiene at all times • D o not leave your allocated section without
• Have a pen and bar blade on you at all times permission from your manager or supervisor,
• Mobile phones are never to be on your this includes toilet breaks. Quick cigarette
breaks are not permissible (this can be done
person or in your service department on your allocated break).

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SEQUENCE OF SERVICE / EXPECTATIONS

VENUE PRESENTATION GREETING AND
AND SHIFT PREPARATION ACKNOWLEDGMENT

• Ensure you have ample napkins, Aim to acknowledge customers within
cutlery, sauces, clean menus, cleaning 5 seconds of them entering our venue
and polishing cloths and every time they approach the bar or
service area.
• Always anticipate busy trade and prepare
accordingly before the rush The first and subsequent impressions of
each and every customer need to be positive
• Check all tables are satisfactory; perfectly in order for them to want to return and
clean, set and chairs pushed in neatly being recommend us to others.
parallel to table
• W elcome the guest in a warm friendly
• Check the floor for any rubbish and ensure manner remembering to show some
all cupboards are closed properly personality and most importantly,
show enthusiasm
• Check toilets smell fresh, floors clear of
rubbish and stocked with toilet paper and • Treat each customer like you would a friend,
hand towels make eye contact, use their name if you
know it and always smile
• Check lighting levels, music playlist and
volume, smell and temperature and inform • Address the guest using either
managers of any changes required Hi there, how can I help you?
Hi there, is there anything I can get for you?
• Straw caddies and coasters are sufficiently NEVER “WHAT DO YOU WANT”?
stocked and there are plenty in reserve in This will help establish why they are here
storage areas and are open questions to which will offer
more conversation
• Water Station is clean with fresh water and
polished glasses are sufficient • D irect accordingly and accompany them
when possible
THE BEACH HOTEL
• 3 Question Challenge!! Try and always ask 3
questions, how are you? How has your day
been? Are you on holiday? How can I help
you?. Etc. This will build a quick genuine
rapport with the guest

• U se initiative at all times, if the customer
looks like they need assistance, ie are
looking around for a staff member, act
on it straight away

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SEQUENCE OF SERVICE / EXPECTATIONS

ORDERS DRINKS SERVICE

Orders should be taken as soon as the guest When taking a drink order
arrives at the bar. If there is going to be a
wait, acknowledge the guest by; • A lways repeat it before making the drinks

• Saying “I’m sorry, I’ll be with you in just • E nter items into the till and tell the customer
a minute.” the price before taking their money

• M aking eye contact, smile and nod to • K now your pricing, time is money and every
acknowledge their presence second counts especially in peak trade times

Either of these gestures will indicate to the • K now all products and prices
customer that they have been noticed, and
can expect to be served shortly • N ever have your back to the customer when
pouring a drink

• W ines: check wine glass is clean, place the
glass on bar and pour in front of customer
to plimsol line

• T ap Beer: ensuring 2 “pulls” whilst pouring
a schooner or a middy. Head size should
always be 2cm

• Ask what brand of spirit they would like and
try and upsell, know your spirits

• N ever handle glassware near the rim, always
handle by the base (the customer owns top
2/3 of every glass)

• W hen pouring spirits, fill the glass with ice
as this makes for a stronger mix as intended.
Always use a jigger and ask if they would like
garnish

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SEQUENCE OF SERVICE / EXPECTATIONS

FOOD SERVICE SERVICE OF FOOD

When taking a food order • K now your menu and daily specials so you
are able to answer all questions
• Know your menu
• E nsure the cutlery and napkin stations are
• Enter buzzer or stand number as soon as fully stocked and clean at all times
you place it on the counter, then proceed
with the order • A pproach the guests table and excuse
yourself for interrupting any conversation,
• Always try and upsell…“Would you like any always name each dish to establish who is
sides with your order?” having what

• Repeat the whole order back to the customer • W henever possible check back on the table
2-5 minutes after you have delivered the
• Double check the buzzer number has meals to ensure that everything is ok
registered on the POS

• Only when you are 100% sure it’s all correct
do you finalise the sale

• “Kitchen / customer instructions” entries
need to be precise especially for dietary
requirements eg gluten free/allergies

• Ensure you press YES to last order prompt
so docket prints to kitchen

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SEQUENCE OF SERVICE / EXPECTATIONS

CLEARING THE FLOOR DEALING WITH COMPLAINTS

• D o not leave the bar unattended, use • W e must take every complaint seriously,
common sense, if there are 2 people behind listen carefully looking the customer in the
the bar with no one to serve, 1 must move eye as they want to know they are being
onto clearing the floor heard

• Approach a table ask if the guest has • N ever dismiss or disagree and always be
finished, always ask how did you enjoy your respectful to their complaint regardless of
meals? May I clear your plates? any opinion you may have

• Any feedback should be reported to the • I t is important you are confident in dealing
manager on duty. All negative feedback with complaints in a prompt, friendly and
should be reported and handled by satisfactory manner wherever possible,
managers ASAP rather than the customer waiting to speak to
a manger and getting more frustrated
• Any “send backs” need to be showed to the
kitchen lead Chef and managers... Do not • S imple complaints such as wrong sides or
throw it out until it’s been reviewed sauces should be quick and easy to resolve,
just bring them another side or sauce and
• Clear plates neatly and quietly, carry only apologise
what you can handle
• A manager must be notified of every
• Tables must be wiped after being cleared compliant when it happens, to establish
and the floor and furniture must always be if more needs to be done to ensure the
checked, chairs pushed in and all tableware customer is satisfied
caddies reset, also check and clear the floor
of any rubbish • All serious complaints where meals need
to be refunded must only be handled by a
• Never forget out the front, straighten manager or supervisor
furniture and check for general rubbish,
ensure front windows are clean, this area is
our first impression and attracts potential
customers walking past

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SEQUENCE OF SERVICE / EXPECTATIONS

WAIT TIMES TAKING A PAYMENT

• We aim for no longer than 20 minutes Inform guest of purchase amount
from the time the customer places an order.
If for any reason our wait times are longer Cash
the customer must be notified at the time • N otes are to be dry and placed neatly in the
of ordering
till (note window top right). Take your time
• This means you must place the order and be careful not to give the wrong change
through the till immediately after taking it
Eftpos
• If you see a table getting agitated check • A lways ensure transactions are approved,
that the kitchen has the docket, ask the wait
time and inform the guest of how much follow any signature instructions and
longer it will be to settle them ensure only these merchant copies are kept
neatly in tray and offer the customer a copy
• For extended wait times check with the of the receipt
Manager if further action needs to take
place. ie comp drink Tabs
• O ur company policy is NOT to run tabs
BAR CLEANLINESS
unless it is for a function.
• Always ensure bar top is spotless and
dry for guests WASTAGE

• Ensure there is zero clutter in the • A ll wastage is to be entered immediately
customers line of sight onto the wastage sheet provided in each bar

• Always return bottles, bar tools etc to its • F ill in each section for the date, product
location/where you got it from (including brand), reason for wastage,
amount wasted, and your name. Never be
afraid to write up mistakes

• E verything you dispense must have a
transaction record against it otherwise it is
lost stock and will appear in variance reports

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SEQUENCE OF SERVICE / EXPECTATIONS

ASKING FOR HELP THANK YOU, GOOD BYE,
FAREWELL, SEE YOU LATER
• In order to provide the level of service
we expect it is crucial you call for help in If you notice guests leaving the venue, ensure
busy periods and don’t try and take it all you farewell them using their name wherever
on yourself possible and say “Thank you, we hope to see
you soon”. If they are out of earshot, wave to
• All managers have the same goal and them and acknowledge that they are leaving.
their priority is always on customer service,
everything else can wait so please ask for
help when required

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HOUSE POLICY

HOUSE POLICY

It is our goal to serve all customers in
a friendly and professional manner.

If you are drunk, disorderly or violent we
will ask you to leave.

If you fail to leave when asked we will be
forced to notify the Police

We have a ZERO tolerance policy towards
anti-social behaviour which includes
a ‘barring from premises’ policy at the
discretion of the General Manger.

Any Patron caught carrying or consuming
prohibited drugs on the premises will be
removed and detained for the Police.

We would ask that you respect our
neighbours and keep noise to an absolute
minimum when entering and leaving the
venue.

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COMPLIANCE AND SECURITY

CHECKING I.D AND RESPONSIBLE CONDUCT
SERVICE TO MINORS OF GAMBLING (RCG)

This is every team member’s responsibility All staff who work in the gaming room must
and never assume with security being on shift have completed an R.C.G. course approved
that they have checked every patron, as per by the Liquor & Gaming NSW. An R.C.G. is a
your RSA competency you will be personally condition of employment in this department
liable if caught serving a minor. of the business; details of accredited courses
are available on request or on the Liquor &
Our policy is you request to see ID of any Gaming NSW website.
patron who appears to be under 25 years of
age and is not with a responsible adult. Gaming staff are to regularly familiarise
themselves with the Gaming Self-Exclusion
Minors are not allowed to order at the bar and Book to ensure a self-excluded patron does
must not be in the Gaming Room at any time, not enter the gaming area. If a self-excluded
this is the venue’s only restricted area. patron does enter a gaming room a manager
must be informed immediately so the matter
All Minors must be off the entire premises can be dealt with discreetly.
by 10pm.
If a patron asks you for information regarding
The documents listed below are the only self-exclusion or wants to exclude themselves,
documents acceptable as evidence of age please give them a Game care card which
under NSW liquor laws. are on every machine and inform a manager.
Please be as discreet as possible.
a) a motor vehicle driver or rider licence
or permit (including a NSW Digital Drivers Maximum cash payout must not exceed
Licence) issued by the NSW Roads & Maritime $5,000 and photo ID must be presented for
Services (formerly NSW Roads and Traffic cheque payment.
Authority) or by the corresponding public
authority of another State or Territory or There is a list of compliance points for gaming
by another country in the venue Compliance folders.

b) a NSW Photo Card issued by NSW Roads & Employees are not permitted to gamble,
Maritime Services regardless of whether they are on or off duty
at no point is any employee permitted to play
c) a Proof of Age card issued by a public the gaming machines.
authority of the Commonwealth or of another
State or Territory (other than NSW)

d) an Australian or foreign passport

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COMPLIANCE AND SECURITY

RESPONSIBLE SERVICE ARMED HOLD-UP ALARMS
OF ALCOHOL (RSA) AND ARMED ROBBERY

You must have completed an R.S.A course In the unlikely event of an armed robbery,
approved by Liquor & Gaming NSW. It is a all employees are to ensure they act with total
condition of employment and no exceptions responsibility toward the safety of yourself,
will be made. Information on whether your patrons and fellow employees.
training provider is accredited by Liquor &
Gaming NSW, or if your R.S.A. is valid, can be  During an armed robbery:
found by either consulting a manager or via • P lace hands slowly and calmly in the air
https://www.liquorandgaming.nsw.gov.au/
working-in-the-industry/training-to-work-in- so robber does not get startled and react
the-industry/competency-cards dangerously
• O bey the robber’s instructions. Do what you
Always be on the lookout for patrons who are told and nothing more
may be showing signs of being affected by • Do not make eye contact or speak unless
drugs or alcohol and inform your supervisor, asked
manager or security on duty. Liquor & Gaming • I f told to fill a bag with your float do so as
NSW guidelines on intoxication are available quickly as possible
on request in the office and are also available • I f you are an observer to the robbery:
on their website. If a patron has been deemed • If you are out of danger, stay out of danger
intoxicated it is against the law for them to
stay on the premises. After the robbery:
• The Duty Manager or Supervisor will phone

the police as soon as possible calling 000
• I f able to do so safely, observe the escape

route taken and note the details of any
vehicles used
• K eep other patrons and employees away
from the hold-up area as this is a crime
scene
• Write down your account of the incident as
soon as possible

Remember, no amount of money is worth a
life. Your safety and that of your colleagues
and Club patrons must be the first
consideration at all times.

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DECLARATION

EMPLOYEE DECLARATION

I hereby acknowledge that I
have read and understand Zenith Hotels Employee Manual and have a full understanding
of the conditions and rules set out above and emailed to the address supplied by myself to
the venue.
I understand that failure to abide by the aforesaid conditions could result in disciplinary
action, and possibly termination of employment.

Employee Name

Position

Signature

Date

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DID YOU UNDERSTAND?

Complete the above declaration and below questions to show you have read and understood
Zenith Hotels values, policies and procedures, please submit this to Management prior to your
first rostered shift

What is our “Service Goal”

What is one of our core values

How long before a shift should you communicate a shift change?

What is the first thing to do on the till when taking a food order?

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DID YOU UNDERSTAND?

What should you do if you see a patron who may be showing signs of being
affected by drugs or alcohol?

What are three examples of harassment in the workplace?

What are our expectations around the use of Social Media platforms?

What is the very first thing you do when you arrive at work to start your shift?

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DID YOU UNDERSTAND?

What is ‘Deputy’ and why is it important to you?

What is the maximum allowable cash payout in the gaming room?

Manager Name
Signature
Date

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