Shoal Bay Country Club Employee Handbook

ZENITH HOTELS EMPLOYEE HANDBOOK 01

EMPLOYEE HANDBOOK

SHOAL BAY COUNTRY CLUBSHOAL BAY COUNTRY CLUB • BYEZMEPNLIOTHYEHEOHTAENLSDBOOK

ZENITH HOTELS EMPLOYEE HANDBOOK 02

CONTENTS

03 Welcome
05 Our Organisation
06 Shoal Bay Country Club Offering
08 What To Expect
09 Rostering & Attendance
10 On The Job
12 Our Service Standards
21 House Policy
22 Compliance & Security
24 Declaration
25 Did You Understand?

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WELCOME

CONGRATULATIONS OUR MISSION STATEMENT

Congratulations on being selected to join the To WOW every guest with our service
Zenith Hotels team and thank you for choosing and offerings, leaving them with amazing
to be part of our journey. Shoal Bay memories.

This handbook sets out the expectations and WHO WE ARE
standards of our group and begins to provide
you with the necessary information and tools The Lazarus family has been at the heart
to undertake your role. of the Australian hospitality industry for
generations, with Peter and Sylvia Parras
Zenith Hotels has high aspirations and strives operating the Cock N’ Bull Hotel in Sydney
to be industry leaders in the hospitality sector more than 50 years ago. This venue inspired
with high quality staff, products, services and a family focused enterprise spanning
facilities. We want to be the best by offering 3 generations, and forged a legacy of
the best to our guests and employees. developing world class venues.

Welcome aboard! Since the days of the Cock n Bull, Sylvia
and Peter’s daughter Denise and son in-
OUR CULTURE law, Andrew have carried on the legacy,
expanding the family business into one of
The ultimate working culture we strive to the country’s most successful hospitality
create is summed up in one of our core values, enterprises. With the acquisition of iconic
to ‘Build a positive team and family spirit’. venues Shoal Bay Country Club, The Beach
Hotel, The Exchange Hotel and Lone Pine
We want everyone in our team to watch out, Tavern since 2017, Zenith Hotels was born.
care for and trust each other. Beyond this,
we want to create a meaningful work Headed by a team of industry leading talent,
experience through: Zenith Hotels has a strong focus on staff
development, and a passion for creating an
1. Contributing positively to other people unrivalled workplace culture. This is derived
from our core family values and drive to serve
2. Creating something excellent and enduring our customers and the community.

3. Continually 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 BRENT TOZER MELINDA MURRAY HANNAH BRADY KATIE DEAN & SIAN REDGRAVE
& CANDICE FARMILOW GEMMA WARRINER
Group Human Group Beverage Group Public Group Interior Group Food
Group Gaming Resources Manager Manager Relations Designer Group Branding Consultant
Managers, directors Managers

of Lone Pine

GAVIN DORAN BRENT TOZER BRETT REXY BEN DAWSON

General Manager General Manager General Manager General Manager
& Licensee The Exchange Hotel Shoal Bay The Beach Hotel

Lone Pine Tavern 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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SHOAL BAY COUNTRY CLUB
OFFERS GUESTS

BEACH BAR THE PATIO & THE KITCHEN

As you set foot into Shoal Bay Country Club, The Country Club’s jewel in the crown is our
you are welcomed by our beautiful Beach Bar. famous Patio terrace. Situated on level one,
Framed by window front booth seating and The Patio is Shoal Bay’s premier waterfront
with a 1950s feel, the Beach Bar is the perfect position. With stunning, uninterrupted views
waterfront space to hold your next gathering across Shoal Bay and the majestic Port
or to enjoy food or a drink in the company of Stephens headlands, our Patio balcony is
good friends and family. the perfect spot for a sophisticated function
or just to enjoy a meal with a beer, wine or
CANE LOUNGE cocktail.

A classic piece of Shoal Bay history has been The Kitchen is situated next to the Patio and
revitalised with the return of the Country is the perfect spot for lunch, dinner or a
Club’s Cane Lounge. Adorned with curated snack as you look over Shoal Bay’s crystal
cane furniture and stylings, Cane Lounge is clear waters. With a huge wood fire pizza
a wonderful space to host your next intimate oven sourced directly from Italy, The Kitchen
event or to simply have a cocktail with the girls. serves up one of Australia’s largest hotel
food menus, from pizza, to amazing local
COURTYARD seafood and premium grade cuts of meat,
there is something for everyone to enjoy in
As we venture outside, we reach The Country The Kitchen. You can enjoy this relaxed dining
Club’s breath-taking Courtyard. Courtyard is experience inside, or outside on The Patio.
the largest beer-garden in Port Stephens and
is truly an outdoor oasis. The Courtyard is the MERMAIDS CAFÉ
perfect large format function space to host a
remarkable event experience and is home to From our own coffee blend, uniquely
a lot of our afternoon entertainment. designed for The Country Club, to our
delicious food menu, Mermaids is the place
CHILDREN’S AREA for Shoal Bay’s best breakfast.

Looking for a child friendly venue or a place In the mood for coffee and cake? From
to keep the kids occupied? Well, adjacent to midday Mermaids serves up delicious cakes,
Courtyard we have our Kid’s Playroom. The scones, gelato and more in to the evening.
Playroom is decked out with state of the art
entertainment technology, including a 3D On weekends and during busier periods,
motion-detection virtual playground! We’re Mermaids Cafe is open for additional dining
making kids entertainment lively, hygienic space for lunch and dinner.
and above all, breathlessly fun.

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SHOAL BAY COUNTRY CLUB
OFFERS GUESTS

LIVE MUSIC AUDITORIUM

The Country Club Auditorium is a cutting-
edge music facility equipped to handle the
biggest and best artists from live bands to DJs.
The Auditorium is a large space capable of
holding up to 1000 people. We look forward
to delivering some of the best artists from
Australia and abroad!

SHOAL BAY CONVENTION
CENTRE & WHITESANDS

The Shoal Bay Convention centre is located
next door to Shoal Bay Country Club It is Port
Stephens most diverse and accommodating
function, events and conference facility with
capacity of up to 600. With Spectacular
waterfront views and with each space offering
its own unique features, Shoal Bay Convention
Centre has something to suit everyone’s needs.
Whether you’re hosting a birthday or an
extravagant wedding or a conference we are
the perfect destination for all occasions.

Our website address is:
www.shoalbaycountryclub.com.au

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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 Shoal Bay Country Club supports the on-
in direct relation to your employment, going development and training of its
this is delivered via email and through the employees, therefore all FOH staff are
Flare HR platform. signed up to certificate 3 in hospitality and
all training sessions will be paid rostered
INDUCTION shifts for casuals

As a pre-requisite, all new employees will We believe that by identifying and training
be provided with an induction via: staff with a positive attitude and approach
to work as well as the desire to succeed
• The Employee Handbook highlighting in hospitality professionally can only be
Zenith Hotels policies and procedures; beneficial to our group and our employees.
It is these fundamentals on which we want
• Site Tour; and to differ from our competitors. At the end
• S pecific role and safety responsibilities of the day our staff and management are
the building blocks for our group and the
briefing more tools we supply you the better the
foundation of the company.
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
PERSONAL 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 • T reat 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
SHOAL BAY COUNTRY CLUB
• 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
• S aying “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
customer that they have been noticed, and • K now all products and prices
can expect to be served shortly
• N ever have your back to the customer when
SHOAL BAY COUNTRY CLUB 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

• A sk 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

• M ake sure drinks are served to customers
at the machine and on trays

• E nsure 2nd beverage is offered and previous
drink has been cleared within a reasonable
timeframe

• E nsure coffee is of good quality, served on
a tray with a biscuit

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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 • Whenever 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 • A ll 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 • Always 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
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 • All 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
• Ensure ashtrays are cleared away from afraid to write up mistakes
tables and emptied in the appropriate bins
and not cleaned into the buckets at the • E verything you dispense must have a
machine transaction record against it otherwise it is
lost stock and will appear in variance reports
• Ensure bathrooms are checked and
cleaned regularly (at least every hour).
Utilise staff or managers to check other
genders toilets if necessary

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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.

From 10pm Friday & Saturday nights
(& special event dates) Beer and Spirits will
only be served in polycarbonate vessels and
we do not serve shots or doubles.

From 11pm no more than 4 drinks or the
contents of a bottle of wine will be served.

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 & 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.

SHOAL BAY COUNTRY CLUB EMPLOYEE HANDBOOK

ZENITH HOTELS EMPLOYEE HANDBOOK 24

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

SHOAL BAY COUNTRY CLUB EMPLOYEE HANDBOOK

ZENITH HOTELS EMPLOYEE HANDBOOK 25

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?

SHOAL BAY COUNTRY CLUB EMPLOYEE HANDBOOK

ZENITH HOTELS EMPLOYEE HANDBOOK 26

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?

SHOAL BAY COUNTRY CLUB EMPLOYEE HANDBOOK

ZENITH HOTELS EMPLOYEE HANDBOOK 27

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

SHOAL BAY COUNTRY CLUB EMPLOYEE HANDBOOK