Training video level 5
Training level 5
Branch emergency closure procedure
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Require authorisation from up line manager(s)
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Inform hour pay Staff of change of rota. And Fixed salary staff should be onsite preparing and get ready to open
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Inform Social media manager and keep update her/him constantly.
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Call all reservations to explain the fortunate situation.
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Inform customers with poster on all entrances
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Follow up with any unhappy customers.
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Update Rota
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File comprehensive report on weekly report
Cashing Up the Till
End of Day Cashing Up Procedure and cash balancing web portal
Troubleshooting:
Cashing Up Errors
Z Till doesn’t match End of Day Report
When cashing up at the end of the day, it may not always balance due to a number of
reasons – the following shows the different scenarios you may encounter:
The Z Till card balance is less than the S/L machine card balance
1. When this happens the most likely case is that the cashier has pressed cash/card
incorrectly when a customer payment has been made.
2. The S/L machine card balance is ALWAYS correct.
3. If the Z Till card balance is less than the S/L machine card balance amount – firstly
calculate the difference by deducting the Z Till card balance from the S/L machine
card balance.
4. Once you have this figured – physically go through all the credit card transactions for
that day and put to one side any card transactions that match the difference in figures.
5. On the till going into Options->Change Payment Method
6. Scroll down to each of those transactions that you have put to one side and check if
they are all card transactions.
7. Should you come across a physical card transaction that has been pressed by cash –
change this to the card.
8. Re-print the Z Till and then the balance should match.
The Z Till card balance is greater than the S/L machine card balance
1. When this happens the most likely case is that the cashier has pressed cash/card
incorrectly when a customer payment has been made.
2. The S/L machine card balance is ALWAYS correct.
3. If the Z Till card balance is greater than the S/L machine card balance – firstly
calculate the difference by deducting the S/L machine card balance from the Z Till
card balance.
4. Write down the figure and put it to one side.
5. On the till going into Options->Reprint Receipt
6. Select the correct date/time (the current day for all transactions) and also select
‘Other’ as the payment method.
7. Click ‘Filter’ – this will filter out all card and mixed transactions.
8. Now take all the physical card transactions for that day and cross-reference them
against the transactions on the till system.
9. When cross-referencing – if you come across a transaction on the till system in which
you don’t have a card receipt for – make a note of that transaction (take note of
date/time/table number and amount)5
10. The transaction found should match the amount found at the beginning (the
difference between the Z Till card balance and the S/L machine card balance.
11. On the till going into Options->Change Payment Method
12. Scroll down to the transaction noted and change this from Card to Cash.
13. Re-print the Z Till and then the balance should match.
Cashing Up General Points
1. When cashing up – always cross-reference the card balance first. This is important and helps to identify any discrepancies.
2. If the cash matches and the card don’t it could mean a number of things:
Make sure you have deducted any gratuities (tips) taken for that day as on some S/L machines the total includes the gratuities.
Card Over – Could be due to human error. The member of staff taking a card payment could have overcharged a customer without realising it.
Card Under – Could be due to human error. The member of staff taking a card payment could have undercharged a customer without realising it.
3. If the card matches and the cash don’t it could mean a number of things:
Make sure that the staff drinks have been ‘zeroed’. If it hasn’t then the till system would expect it to have more cash than it actually does.
Cash Over – Could be due to human error. The customer could have paid for something but it has not been entered into the till system (staff forgot when it's busy)
Cash Over – Could be due to human error. The float from the previous night was incorrect.
Cash Under – Could be due to human error. The customer could have paid for something but the member of staff has not checked the cash properly.
Cash Under – Could be due to human error. The float from the previous night was incorrect.
4. Any unpaid bills - runner, (unless its a disputed bill) is to be deducted from the tips.
5. Lost of cash, cash down are to be deducted from the till handler.
Cash payments
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Cash payment must be recorded.
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This money must not be taken from the till unless it had been authorised by Area manager or above.
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Every branch should have a cash flow from a petty cash box for Cash payment.
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Official receipts must be kept for anything purchased in the company’s name. These receipts ( and paperwork) is sent to an account in HQ weekly. Any cash expenses must be updated on cash balancing sheet.
Credit card payments
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Card payments in the restaurant can only be taken by chip and pin / contactless only. The signature authorisation is NOT allowed as this may lead to fraudulent transactions. Card payments over the phone is a maximum of £5 only per person. If the customer would like to pay in full they can make a payment by BACs in full or they would need to come in and make it in full in person by chip and pin.
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Failure to follow this policy will result in disciplinary action and the branch will be responsible for any financial loss to the company.
Sending paperwork to HQ
Prepare all paperwork, i.e. reports, till bills, invoices etc. for collection by our driver. Paperwork includes:
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Paperwork for expenses
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Bills for sales
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Mail address to HQ personnel/department
The paper collection is scheduled by the head office on a designated day(s) of the week.
Rota design
To use 'findmyshift' online rota;
Please use the colour for Staff Name highlights in 'findmyshift':
Staff recruitment
Recruiting locally means that THE Chinese Buffet can support the local community. We can help support young people to make their first step in their career or help residents who are out of work to return to work.
As part of level 5 training, Assistant managers (AM) are expected to have knowledge of local staff recruiting sources.
AM’s should familiarize themselves with the local job facilities e.g. job centres/recruitment agencies.
Have written down or recorded the telephone numbers that can help in case of emergency labour. E.g. telephone number of local college/universities, job centres, chamber of commerce.
Local staff recruitment has many benefits including:
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Increased staff loyalty and productivity
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Stronger community relations
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Insight into the local community and local customers
**Trial shift(s) require signing. Staff must confirm induction and disclaimer prior to shift
Preparing a rota
Restaurant managers must prepare and input 2 weeks of rota planning onto the findmyshift.
A rota enables managers to plan their staffing, taking into account the expected type and level of business from week to week, day to day and even hour to hour. It’s not a perfect system, but planning a staff rota based on as good a forecast as possible is essential. It can also be the most challenging part of any operation because it could be very costly to the business if it is not correct.
There are lots of questions to ask when you draw up a staff rota:
• Do you have all shifts covered?
• How many staff are needed to serve the expected number of guests?
• Are all staff trained or do they need supervision?
• What is your total staff budget?
• Do you have a contingency plan if someone calls in sick?
Staff/customer ratios
To plan a staff rota, you have to know how many staff you need to meet customer demand. THE Chinese Buffet uses an approx ratio of 1:30 per first 2 FOH house staff, 30 customers per extra staff thereafter.
Wage Control
RM is required to meet wage on FinMyShift
Your wage forecast should always be GREEN. If it's RED then you need to adjust your wage or sales forecast. Either way, you need to monitor the sales and wages daily and make the necessary adjustments.
Department configuration.
Facility name
BOH Headchef
BOH Key Chef 1
BOH Key Chef 2
BOH KA 1 to multiple
BOH Open Kitchen 1
BOH Open Kitchen 2
BOH Dessert 1
BOH Dessert 2
BOH KP 1
BOH KP 2
FOH RM
FOH AM
FOH S
FOH TS
FOH Waiting Staff 1 to multiple
FOH BA 1
FOH BA 2
FOH BA 3
CLEANER 1
CLEANER2
Job title
GM
MULTI-SITE MANAGER
RM
AM
TRAINING AM
SUPERVISOR
TRAINING SUPERVISOR
WAITING STAFF
BUFFET ASSISTANT
CLEANER
KEY CHEF1
KEY CHEF
KEY CHEF ASSISTANT
KITCHEN ASSISTANT
SUPPORT STAFF
Department Name
BOH Support
BOH-chef
BOH-Dessert
BOH-KITCHEN ASSISTANT
BOH-KP
BOH-Open Kitchen
FOH-BA
FOH-CLEANER
FOH-Management
FOH-WAITING STAFF
SUPPORT-HQ
Compulsory fields
First name:
Last name:
Email:
Mobile phone:/ alternative phone
Date of birth:
Job title:
Department:
Hourly rate/Day rate:/Yearly salary ( PAYE will fill this filed)
Holiday allowance:
Start date:
National Jobcentre Enquiry
Telephone: 0345 604 3719
Textphone: 0345 608 8551
Monday to Friday, 8am to 6pm
Incentive scheme
https://www.gov.uk/government/collections/helping-young-people-into-work
https://www.gov.uk/jobcentre-plus-help-for-recruiters/other-employment-schemes
Chair staff meeting
Setting aside dedicated meeting times is often the most effective way of making collaborative decisions. It is beneficial that you and your team to become familiar with how to chair a meeting. Keep these steps in mind before chairing your first meeting to ensure its success.
INTRODUCTION—
OUTLINE PROCEDURES—
EXPLORE THE ISSUES—
CLOSE AND CONCLUSION—
RECORD--
BE PREPARED
Always go to a meeting knowing what you are walking into and what needs to be accomplished before meeting's end. Review your agenda prior to the beginning of the meeting so you have a general idea of how the meeting is going to run.
Confirm with the staff that they have received the letter notifying them of the meeting and any associated documentation.
Confirm with the staff that they understand that it is a formal grievance meeting which will be conducted in line with the relevant Grievance procedure.
Request that all attendees turn off any electronic devices to avoid unnecessary interruptions during the meeting.
Introduce those present and their roles, this may include: company directors, shareholders and minute taker.
Stick to your agenda
You made an agenda ahead of time for a reason. There's a lot to cover in a limited amount of time and any straying away from the topic only robs time from the original intention of the meeting. If you find there is a lot of time being devoted to something else, consider calling a follow-up meeting to cover that subtopic in its entirety.
As the chair of the meeting, it is up to you to stay on task. You will decide when a decision needs to be made and when it is time to move on to the next topic. You need to remain in charge of the conversation in order to keep the meeting within the allotted time
You will need to be sure that all of the pertinent information is presented to the meeting attendees before a decision is made. Ask questions in detail as well as questions of concern and/or hesitation. You have a responsibility to those that had to leave early or not attending to make sure they are fully informed and are making educated decisions. As the chairperson, you will likely have more insight into the topics presented and will be better able to ask the appropriate questions, depending on what is on your agenda, you may allocate feedback or question time from your team. However, you will need to be certain your return of answer and do not give definite replies if you do not have one and can adjourn these questions to further exploration until the next meeting.
You may seek to gain a full understanding of the agenda set out if relevant, raising any questions with the staff (and management representative/respondent) as necessary, to clarify any points in relation to the information or evidence submitted or gained via investigation if applicable.
As decisions are made during the meeting, appoint someone that will make sure any follow-through takes place. Either keep notes yourself or appoint a secretary to do it, so there is never any question as to who agreed to do what.
After the information is discussed at length, it is important to recap the major points that were covered and what actions need to take place. This is also a good time to cover the timeline and alert the meeting attendees to any upcoming meetings.
Record summary of the discussions, (including any pertinent points, agreed on actions, outcomes and recommendations).
Ensure that the records are factual, unambiguous and constructive (assume that the staff member may see these).
Store records securely, as these may be subsequently required within later procedural stages and shared with all relevant parties.
If requested by any member of staff, a summary of the meeting notes should be provided for their information.
Minute taker should provide the documentation within 7 days.
Staff training
Staff training is crucial to any member of staff on the floor.
Higher management must train their staff before being allowed on the floor.
Paperwork must all be in place before they start.
Upper management must sign a form that the member of staff has completed that specific level of training.
Staff skill level ( training level) are constantly monitored by HQ. There may be spot assessments regularly to ensure your staff is up to date and standard. Failing the assessment will revert the staff to lower level, and the level pays accordingly. Staff will need to be brought down for a minimum of one month( for level 1 to 3, 2 months for level 4 to 5) for reassessment.
The staff of the month
Each month, 2 members of staff, one from the BOH and one from the FOH is chosen as "Employee of the month". Their name and photo will be mounted and framed in view of all staff and customers. Their details will be posted on the company Facebook page also. Details are to be sent to facebook@thechinesebuffet.com
Prizes - £30 TCB vouchers each. Email accounts@thechinesebuffet.com with the names of the staff to request the 2 voucher codes.
Maintenance procedure
Local branches find local regular electrician, plumber, and a handyman. Call out/hourly rate should be approved by HQ first. Update the new sub contractor's detail to the general Useful contact form.
Emergency call-out should limit to £300. All scheduled work should be carried out as follows:
1. Branch Manager fill in the Request maintenance record
-generate an update request of this form to Moxtra
2. Assign task a “to do task” to the Maintenance Department in Moxtra group
-All work required must inform/assign to the Maintenance department.
3. Maintenance Department carry out work required
-May subcontract the work. Maintenance will decide.
4. Branch Manager updates the Request Form to the completed status once the job is done.
-Update the original form sent to Moxtra group
For IT issues regard IT such as Laptop, Till, CCTV.. please use Moxtra group.
