ORIENTATION and POLICY GUIDE
TABLE OF CONTENTS
1.0WELCOME TO BREWSTERS...... 4
1.1Brewsters Mission Statement...... 4
1.2History of Brewsters...... 4
1.3Brewsters Administration Offices...... 5
1.4Brewsters Locations...... 5
1.5Brewsters Website...... 6
2.0PHILOSOPHY...... 7
2.1Attitude and Outlook...... 7
2.2Employee Attitude Toward Patrons...... 7
2.3Employee Attitude Toward Fellow Staff Members...... 8
2.4Employee Attitude Toward Management...... 8
2.5Management Attitude Toward Employee...... 8
2.6Responsible Serving...... 9
2.7Dealing With Problem Customers...... 9
2.8Personal Appearance and Demeanor...... 9
2.9Appearance of the Premises...... 10
3.0POLICIES AND STANDARDS...... 11
3.1Brewsters Uniform Policy...... 11
3.2Arriving For Work...... 12
3.3Absenteeism & Lateness...... 12
3.4Company Discounts...... 12
3.5Drugs & Alcohol...... 13
3.6Emergency Situations...... 13
3.7General Staff Meetings...... 13
3.8Harassment Policy...... 13
3.9Hours of Operation...... 14
3.10Parking...... 14
3.11Phone Procedures...... 15
3.12Safety...... 15
3.13Smoking...... 16
3.14Theft...... 16
3.15Tip Out Policy...... 17
3.16Violence Policy...... 17
3.17Visitors...... 19
3.18Walkouts...... 19
3.19Errors and Omissions Insurance Fund...... 19
3.20Counterfeit Money...... 19
3.21AGLC “Under 25” Identification Policy...... 20
3.22Purchase Orders...... 20
4.0HUMAN RESOURCES...... 21
4.1Hiring Policies...... 21
4.2Probationary Employment, Wage and Performance Reviews...... 21
4.3Training...... 22
4.4Schedules...... 22
4.5Pay Policy...... 22
4.6Annual Holidays...... 22
4.6.1Hourly Wage Employees...... 22
4.6.2Salaried Employees...... 22
4.7Benefit Package...... 23
4.8Disciplinary Procedures...... 23
4.9Termination...... 23
4.9.1Voluntary Termination...... 23
4.9.2Involuntary Termination...... 23
4.9.3Termination Resulting from Theft...... 23
4.10Outside Employment...... 23
4.11Job Descriptions...... 23
4.11.1General Manager...... 24
4.11.2Manager...... 25
4.11.3Server...... 26
4.11.4Bartender...... 27
4.11.5Expediter...... 28
4.11.6Hostess...... 28
4.11.7Brewer...... 29
4.11.8Kitchen Manager...... 30
4.11.9Sous Chef...... 31
4.11.10Kitchen Line Staff...... 32
4.11.11Production Cook / Staff...... 33
4.11.12Dishwasher...... 34
5.0PRODUCT OVERVIEW...... 36
5.1Brewsters Handcrafted Beers...... 36
5.2Food...... 37
5.3Brewsters Gift Certificates...... 37
APPENDIX A – MANAGEMENT TEAM
APPENDIX B – HOURS OF OPERATION
APPENDIX C – TIP OUT PROCEDURE / ERRORS AND OMISSIONS INSURANCE FUND
APPENDIX D – MENUS
APPENDIX F – SECTION SHEET
1.0WELCOME TO BREWSTERS
1.1Brewsters Mission Statement
Brewsters Brewing Company and Restaurant will provide the best service, quality of product and ambiance. Brewsters recognition within the food and beverage industry will serve as a model to those seeking brewpub excellence.
1.2History of Brewsters
Brewsters Brewing Company and Restaurant is a chain of food and beverage operations that strives to produce premium, handcrafted beer from our in house breweries. Brewsters is a full service restaurant and brewpub, which by general definition is a small capacity brewery operation that produces beer for sale in an attached licensed premise. As it has expanded, Brewsters has established a number of locations that do not house breweries, however, they still exclusively offer Brewsters beer for sale.
Canada's first brewery opened about two centuries ago in Ontario. Since that time over 900 breweries have existed across the country. The last decade has seen a resurgence of brewpubs and microbreweries across the country, in part as a result of changing provincial legislation as well as the growing popularity of niche beers.
Many brewpubs are modeled after the British “Local”, offering relaxed, comfortable surroundings in which to enjoy distinctive beers. Some of the first brewpubs in Canada were established in Victoria, B.C. around 1985. The industry has rapidly expanded throughout North America with a large concentration located along the American West Coast. Brewsters is at the forefront of this movement offering one of the most varied selections of brewpub beer in North America.
The first Brewsters was established in Regina in 1989. The ensuing Brewsters locations have traded under various names including Brewsters Brew Pub and Brewsters Brew Pub & Brasserie. Currently there are eleven locations based in Alberta and Saskatchewan operating under the trade name of Brewsters Brewing Company & Restaurant. Following is a list of Brewsters locations and their date of commencement of operations:
Victoria Avenue East (Regina, SK)May 1989
Eleventh Avenue S.W. (Calgary, AB)May 1991
Moose Jaw (Now Closed)August 1991
Lake Bonavista Promenade (Calgary, AB)July 1992
Normanview Shopping Centre (Regina, SK)September 1995
Oliver Square (Edmonton, AB)October 1995
Lethbridge (Now Closed)April 1997
Crowfoot Crossing (Calgary, AB)August 1997
Meadowlark Shopping Centre (Edmonton, AB)August 1999
Eau Claire Market (Now Closed)December 2000
Foothills Industrial Park (Calgary, AB)October 2002
Shoppers Landmark Centre (Regina, SK)May 2003
Lakeside Landing (Edmonton, AB)June 2005
Century Park (Edmonton, AB)December 2005
McKenzie Towne (Calgary, AB)June 2009
1.3Brewsters Administration Offices
ALBERTA ADMINISTRATION OFFICE
5519 53rd Street S.E.
Calgary, Alberta T2C 4V1
Tel: (403) 225-1767
Fax: (403) 225-1653
Email:
SASKATCHEWAN ADMINISTRATION OFFICE
4180 Albert Street
Regina, Saskatchewan S4S 3R8
Tel: (306) 761-0784
Fax: (306) 565-3384
Email:
1.4Brewsters Locations
CALGARY LOCATIONS
ELEVENTH AVENUELAKE BONAVISTA
834 – 11th Avenue S.W.#176 – 755 Lake Bonavista Dr. S.E.
Calgary, Alberta T2R 0E5Calgary, Alberta T2J 0N3
Tel: (403) 265-BREW (2739)Tel: (403) 225-BREW (2739)
Fax: (403) 265-2620Fax: (403) 278-2929
Email: Email:
CROWFOOT CROSSINGFOOTHILLS INDUSTRIAL PARK
25 Crowfoot Terrace N.W. 5519 53rd Street S.E.
Calgary, Alberta T3G 4J8Calgary, Alberta T2C 4V1
Tel: (403) 208-BREW (2739)Tel: (403) 723-BREW (2739)
Fax: (403) 208-2727Fax: (403) 225-1653
Email: ail:
EDMONTON LOCATIONS
OLIVER SQUAREMEADOWLARK
11620 – 104th Avenue15820 – 87th Avenue
Edmonton, Alberta T5K 2T7Edmonton, Alberta T5R 5W9
Tel: (780) 482-HOPS (4677)Tel: (780) 421-HOPS (4677)
Fax: (780) 482-7319Fax: (780) 444-3440
Email: ail:
LAKESIDE LANDINGCENTURY PARK
15379 Castledowns Road2323 – 111 Street
Edmonton, Alberta T5X 6C3Edmonton, Alberta T6J 5E5
Tel: (780) 425-4677Tel: (780) 429-4677
Fax: (780) 457-4679Fax: (780) 440-2520
Email: ail:
REGINA LOCATIONS
VICTORIA EASTNORMANVIEW SHOPPING CENTRE
1832 Victoria Avenue East480 North McCarthy Blvd.
Regina, Saskatchewan S4N 7K3Regina, Saskatchewan S4R 7M2
Tel: (306) 761-1500Tel: (306) 522-BREW (2739)
Fax: (306) 761-2126Fax: (306) 522-7807
Email: Email:
LANDMARK SHOPPERS CENTRE
4180 Albert Street
Regina, Saskatchewan S4S 3R8
Tel: (306) 757-BREW (2739)
Fax: (306) 565-3384
Email:
1.5Brewsters Website
2.0PHILOSOPHY
2.1Attitude and Outlook
Brewsters Brewing Company and Restaurant’s goal is to please our customers. To achieve this, every aspect of the operation must strive to be the best including employee attitude and appearance, managerial skills, product quality, ambiance, as well as superior customer service. In short every facet of our operations. There must be no weak links in the entire organization. The following sections outline areas where the general Brewsters philosophy should be understood and promoted.
2.2Employee Attitude Toward Patrons
Our customers are the most important part of our business … period. They are our NUMBER ONE priority and any decision will be made based on its impact on the customer. Attitudes are contagious … make sure yours is worth catching. Brewsters expects feedback related to customer service to be as positive as reviews related to the food and brews.
As a Brewsters representative, you are the most important contact with the customer. The money that our customers spend provides all of Brewsters employees with their paycheque, including yours. Brewsters relies on you to ensure that all needs of our patrons are met. The customer is your first responsibility. By ensuring that they are satisfied you are ensuring the likelihood of return business and positive “word of mouth” advertising. When a customer thinks of a food and beverage operation, they think back on how they were served and whether or not they had a pleasurable experience. So treat customers as if they were entering into your very own home. Ask yourself … “How does my service and my actions help the customer?” … Do not think of how it may benefit yourself or another fellow employee.
You are also the customer’s guide, with the task of making their visit an enjoyable experience. This includes determining the right brews for their tastes. Many people prefer different aromas, styles and flavours of beer. Given our many varieties of brews on tap, we undoubtedly have a beer style that will more than satisfy each and every customer. It is your task to match the customer to the beer they will most enjoy. In order to do this, you must know the characteristics of each beer and what other beers to compare it with. You should also have an understanding of what beer is best suited for a particular food item. You must know every item on our menu, all the beers, all the specials and every option available for each. You must also be familiar with any promotions that are being carried out. When a customer asks about an item on our menu (food or beverage) you must respond positively, with confidence and knowledge. Impress your guests with the knowledge you have gained as a Brewsters employee.
You must show that you care in your attitude towards the guest. Always be polite, courteous and treat everyone alike regardless of sex, ethnic background, reputation, disposition or any other trait that could be interpreted as partiality. Greet the customer immediately, even if the customer cannot be seated immediately. Smile and engage in small talk whenever time permits. Spend as much time in your section as possible. Make eye contact. A customer wandering around is in need of your assistance (i.e. locating a washroom, a telephone, a debit machine, etc). Strive to ensure that you are providing the customer with 100% service standards.
Remember that the guest is your pay check. Treat them with the respect that they rightly deserve. The phrase "The customer is always right!" should be words to live by. Don't just satisfy the customer, delight them!
2.3Employee Attitude Toward Fellow Staff Members
Since we have decided that customers are our first priority and they are what make the business viable, we must all work together to ensure the highest level of service. Teamwork is the key! Helping serve tables other than your section, bussing and running food to other sections and helping out a co-worker whenever possible will help to create better service for all of our customers. Promptly attend to any customer who appears to be in need of service even when they are not in your section. Your fellow staff member will appreciate it.
All staff relationships should be open and adult. Any problems that may arise should be dealt with in a mature and honest manner, always maintaining respect and composure. If there is a concern for which you do not feel comfortable dealing directly with a co-worker, talk to the Manager on Duty (MOD). If you do not feel the problem has been resolved adequately, voice your concern to the General Manager or ownership.
We expect that all disputes, controversies or concerns will be resolved immediately when they arise. Every staff member should be open to each other’s comments and suggestions when delivered in a respectful manner. Each new person joining our team is entitled to "helping hands" training from the existing staff to ensure they have every opportunity to perform their work correctly, efficiently and to Brewsters standards.
Brewsters has a written policy in regard to harassment and violence and is outlined in Sections 3.8 and 3.16, respectively. Each staff member should read and acknowledge that they understand these policies.
Finally, do not gossip, period! This applies in regard to fellow employees and to customers.
2.4Employee Attitude Toward Management
At Brewsters, our management team endeavors to make the working environment an enjoyable experience. Brewsters has an "open door" policy and promises to be approachable and supportive. The managers are never too busy to listen to your concerns or suggestions and no problem is too small. They will treat all concerns fairly and will act immediately when these issues surface. You should not feel uncomfortable with approaching management with any concern, other than when the manager is already serving a customer (in person or on the phone). To ensure your point or question is not forgotten, write a note to the manager or a reminder to yourself in order to raise the issue at a more appropriate time, (NEVER IN FRONT OF A CUSTOMER).
If a situation occurs that you cannot resolve on your own, you are encouraged to speak with the MOD. If you feel the situation has not been resolved, speak to the General Manager or ownership. Remember that a Brewsters Manager has been empowered by the owners to make correct decisions and judgment calls … if they fail in the resolution of staff concerns or relations they fail to do their job. Ultimately, the managers are held accountable.
2.5 Management Attitude Toward Employees
Management endeavors to promote conditions to guarantee 100% customer satisfaction. They will ensure that you have the opportunity to acquire a high level of training, particularly in regard to product knowledge, the point of sale system and customer interaction. Management will treat all employees fairly and with respect at all times. They should never embarrass or demean an employee for any reason. Should the need arise to reprimand a staff member; it will be done away from the public and fellow employees in a manner that the employee can take a positive lesson from the experience.
2.6Responsible Serving
A Brewsters server or bartender should never serve alcohol to a patron under the legal drinking age. In those Brewsters locations where minors are prohibited, staff should ensure that customers are asked to show proof of age identification. It is better to risk a customer getting upset about being required to show ID than to risk the penalty of serving a minor. According to AGLC policy all guests who appear to be under the age of 25 must be asked to provide identification.
A customer who has consumed too much alcohol is poor advertising for Brewsters. It can send a message to other patrons that the establishment does not care about their clientele. One drunken customer can turn off, or turn away, countless other patrons.
It is also better to refuse or slow down the serving of alcohol, rather than have to deal with an uncomfortable situation later. Avoiding over serving is the best approach and depends on the good judgment of servers and bartenders. You are in the best position to know the amount the customer has consumed, to judge their tolerance level for alcohol and to interpret the effect that drinking is having on their behavior. Upon finishing your shift (or when you go on a break for that matter), make sure that you have alerted the server or bartender replacing you of any potential problem customers or ones that have already been served close to the legal limit.
Should the decision be made to refuse service to a customer or visitor to the establishment, it should be done with the greatest possible tact and respect. Always inform the Manager prior to refusing to serve a customer. In all cases, a Manager must be aware and involved.
Two on One Rule!
2.7Dealing with Problem Customers
Because we serve alcoholic beverages, there will be the odd occasion when we will have to deal with unruly or disruptive customers. There may even be visitors that have become intoxicated in another establishment and have entered Brewsters. Any problem customers should be reported immediately to the MOD. Even if you only suspect that a customer might be difficult to deal with during his/her visit, make the MOD aware of any potential concerns in this area. Remember that one misbehaved customer can totally destroy the ambiance of the establishment. Also remember that it is better to avoid over serving rather than experience the ensuing behavior of a drunken customer. We do not expect our servers to be placed in a position to receive verbal or physical abuse from an unruly customer. It is the Managers job to get involved. A Manager will make the decision to stop providing alcohol after discussion with the server and observing, and perhaps conversing with, the suspect customer. To avoid dispute with the server, the Manager should be the person to inform a customer they have been cut off.
2.8Personal Appearance and Demeanor
Every shift you work you are on stage. Someone will always be watching you while you are serving them. The customer will notice if you are neat, clean and well groomed. You must be easily identified as a Brewsters employee by your clothing and nametag. By your appearance the guest will decide what they can expect for food and service.
The way you appear is a reflection of your habits, background and way of life. It is also a reflection of Brewsters. Therefore it is important that you look your best for every shift.
You must be extremely conscious of your personal hygiene at all times, not only for appearance sake but for public health reasons as well. The following are expected:
•be well groomed at all times.
•wash your hands using soap and warm water at the following times:
- before your shift
- after eating
- after visiting the washroom
- after touching your hair, nose, eyes, etc.
- after smoking
•cover coughs and sneezes with a tissue.
•keep finger nails short and clean.
•apply first aid to any injury no matter how slight.
•tie back long hair to ensure that it does not touch your face or fall forward.
•wear only clean and pressed clothes.
•wear deodorant.
You must also be conscious of your personal habits at all times. The following are expected:
•use tongs, scoops, etc., rather than hands to pick up ice cubes and other food items.
•pick up clean or dirty glasses by their bases; not the rims. Never pick up a glass by putting your fingers inside.
•smoking, if you must, is restricted to those areas designated for this use.
•do not chew gum or candies while working.
2.9Appearance of the Premises
You are expected to be aware of the physical surroundings of the Brewsters operation you work in. In this manner you can identify, and have corrected, any aspects that are detrimental to the positive atmosphere of the facility. Remember that a customer’s first impression is the most important. Not only will they judge how you appear but also how the whole restaurant looks and “feels”. You are expected to do your part to keep all aspects of the restaurant, both interior and exterior as clean as possible. Examples would range from picking up napkins off the floor to changing a light bulb. Examples of maintaining “atmosphere” include ensuring that the lighting and music style/levels are appropriate for the time of day. Every part of Brewsters should look and feel 100% at all times. The building is like a person … it needs to be maintained! If something needs to be (fixed, cleaned or picked up) and you cannot complete the task inform the MOD. When you come to work, look out for any areas or items that are in need of attention (i.e. debris on the sidewalks, exterior lights burnt out, etc.). Enter the store with “customer eyes”. Check your work area and public areas often, including washrooms. It is everybody’s responsibility to keep the staff area, including staff washrooms, neat and tidy.
Brewsters will provide a daily and weekly checklist for all duties that must be performed to maintain standards of cleanliness and order. We expect that you will keep busy at all times with these tasks. Maintenance forms are available from the MOD at your location. In addition, each Brewsters location has a “Maintenance Log” form that should be completed and forwarded to the Administration Office in regard to any areas that need attention. A service logbook is also provided and should be completed each and every time maintenance is performed on any equipment by either Brewsters personnel or an outside contractor.