Cafe general induction
 

HYGIENE

Watch the video then select the correct statements below

 

 
Touching your hair, face, earings or clothing can spread bacteria from you to the food
It is ok to wear your hair down in the cafe or kitchen
It is ok if you cough or sneeze on a customers food or drink as long as they don't see it
Any cuts or wounds should be covered with a wound strip or band-aid

Café safety & dress code

Watch the video, then select the correct statements below

 

Wet floor signs do not need to be placed when and where there is a wet floor
Anti-slip shoes must be worn to prevent slipping on smooth surfaces
Slip resistant mats are used to prevent slips, trips and falls in the workplace
It's perfectly ok to wear mini shorts/skirts to work
NO CELL PHONES
 
 
Phones are not to be used during work hours!
(10 min breaks and lunch breaks acceptable)
 
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Deputy
 
Deputy is an all-in-one employee scheduling (rostering), time & attendance (time clock), tasking and communication platform. Employees can clock in using Deputy with the Deputy Kiosk iPad app with face detection, you can also complete and update personal details here, emergency contacts, account, super, tax file number etc. You can also apply for leave on Deputy. 
 
 
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UPSELLING
 
Watch the video, then select the correct statements below 

 

Upselling is a way to persuade a customer to buy something aditional or more expensive
It is perfectly fine to annoy the customer until they agree to what you are suggesting
Offering take away options after a customer has eaten is a good way to upsell
If you suggest an extra item to a customer they are more likely to buy it than if you don't
How to deal with a customer complaint
 
  • Allow the customer to tell you everything. Ask questions and make eye contact.
  • Apologize and avoid finger pointing. Be genuine and sincere in apologizing to the guest for the less-than-perfect experience. No matter how the situation occurred, we’re sorry that the customer didn’t get what he or she wanted, we want the customer to be happy.
  • Thank the customer for taking the time to point out the problem. You can’t fix the situation until you know about it.
  • Act quickly to resolve the issue. If the food wasn’t to a customer’s liking, re-cook it or prepare something else, if they prefer.
  • Offer something extra to mend your relationship, such as a free dessert or a discount on the next visit. Notify managers of any issues so they can ensure the customer leaves satisfied. It makes them feel that everybody at the restaurant cares about them.
  • Thank. Sincerely thank the customer for bringing the issue to your attention and giving you an opportunity to resolve it.
  • Inform your team about customer complaints, so they can learn from them. For example, if you receive complaints about no cutlery with their food, remind your waiters about always taking cutlery out with the dishes.
  • Escalate to cafe supervisor if customer is being aggresive in any way or if you are unsure on how to handle the situation.

 

 

Be calm, take charge, and own the problem. Fix the problem area. Make sure the way you resolve the issue leaves the customer happy and with the intent to return soon.

 

Please select the correct statements below 

You should patiently listen to everything the customer has to say
You should dismiss the complaint as it is not a big deal
Arguing with a customer is ok as long as you get your point across
Thank the customer for bringing the issue to your attention so you can resolve it
Dealing with difficult customers
 
 
 
Training should be provided to all employees on dealing with difficult customers.
 
The following clear escalation steps should be communicated to all employees in dealing with difficult customers over the phone or face to face: 
  • Try to assist the customer in a friendly way if they are upset
  • Try to provide what they are requesting if it is reasonable
  • If the customer becomes unreasonable hand the customer over to the supervisor
  • If the customer raises their voice, begins to use offensive language, immediately hand the customer over to the supervisor
  • The supervisor will decide to either continue to assist the customer and resolve the situation or ask the customer to immediately leave the premises.
  • Only the supervisor or nominated person in charge has the authority to ask a person to leave.
  • Immediately contact police if the customer refuses to leave the premise.
  • If a customer refuses to leave the premise the supervisor must say “any inferred invitation has now been revoked and you have been asked to leave the property”
 
Please select the correct statements below 
You should hand the customer over to the supervisor if they raise their voice or begin to use offensive language
You do not have to assist the customer in a friendly way if they are upset
You can contact the police if the customer refuses to leave the premises
You have the authority to ask the customer to leave even though you are not a supervisor or nominated persons in charge
Manual Handling 
 
 
 
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Smoke Breaks
 
 
Smoke breaks are only to be had in allocated break times (lunch breaks and 10 min breaks).
 
Look at your contract to see what award you are under, that will tell you what breaks you are entitled to and how many.
 
Restaurant award states when working 5 or more hours you are to receive an unpaid 30 minute break (that must be taken after the first hour of work and within the first 6 hours of the shift). An extra 20 min rest break is ONLY required if the employee works for 5 or more hours AFTER their unpaid 30 minute break. BUT at RedDoor we will not have breaks that early on in the shift AND we will allow a free/paid 10 minute break for everyone working 7 or 8 hours.
 
So example:
8am - 4pm - 10 min rest break at 10:30am and lunch at 1:30 pm
8am - 4pm lunch break at 11:30 and then a 10 min rest at 2:00pm
 
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Cafe daily diary  
 
All information regarding the cafe is to be written down in the black diary. This includes messages for Katrease, phone messages, memos, catering, reservations, comments etc.
 
Remember to write down all required information such as name, phone number, date of event/reservation/delivery, number of people.
 
Catering request forms are located in the diary.
 
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Incident/Hazard reports
 
All incidents/hazards are to be reported on the infopad which is located at: 
 
 
 
 
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Behaviour in the workplace

 

The behaviour of people in the workplace directly and indirectly affects:

  • the physical and mental health of workers (reactions of individuals will vary), including supervisors and managers
  • the safety of individuals and groups
  • work productivity and costs
  • reputation of the organisation

 

While it is expected that everyone in the workplace will behave in a professional manner and treat each other with dignity and respect, it does not always happen.

 

Examples of inappropriate behaviour in the workplace include:

  • harassment - offensive, belittling or threatening behaviour that is unsolicited, and may be repeated
  • bullying - repeated abusive and offensive behaviour, which in some circumstances may involve inappropriate physical behaviour
  • aggression and violence.
  • Sitting down and relaxing in the view of customers
  • Using inappropriate language in the workplace especially when customers can hear it
  • Not following the rules and guidelines set by your supervisor 
  • emotional outbursts 

 

If you feel that it is getting too much, notify your supervisor if you need to take 5 to compose yourself to avoid inappropriate behaviour and lashing out at work colleagues and customers.

 

Always be polite and friendly and remember to always smile at your customers. 

 

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If you are sick stay home, but be sure to give your manager/supervisor as much notice as possible.
All tummy upsets, colds and flus means DO NOT ATTEND at work for cafe staff. This applies to anything else contagious also.
 
 
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Monitor Stock 
 
Staff are to keep tabs and monitor stock items.
 
If you notice that the cafe is running low on stock items, make a list of the items on the white board provided in the kitchen. 
 
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Safe Operating Procedures (SOP) & Safety Data Sheets (SDS)
 
A safe operating procedure is a written document that provides step-by-step instructions on how to safely use equipment or perform a task or activity which involves some risk to health and safety
 

Safety data sheets are documents that provide important information about hazardous chemicals. For example, they include information on:

            • the chemical’s identity and ingredients
            • health and physical hazards
            • safe handling and storage procedures
            • emergency procedures
            • disposal considerations.
    • Both Safety data sheets and Safe operating procedures can be found on Infopad 
 
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Where can you find SOPs & SDSs?
On Deputy
On Infopad
Cleaning of the cafe and kitchen 
 
A cluttered and dirty cafe and kitchen is off putting for its customers. Maintaining cleanliness is a must to maintain the health standards by which every commercial food outlets are regulated.
 
A cleaning checklist is available to all staff members to tick off and initial once tasks have been completed.
 
 
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Bathroom Maintenance 
 
A checklist for cleaning the bathroom is available for all staff to to tick and initial once tasks have been completed.
 
1 staff member a day will be required to clean the bathroom at 11am, 2pm and 4pm. There will be a roster in place for this.
This staff member will also be responsible for the laundry (washing aprons, tea towels etc.) on that day as well.
 
 
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Set up & pack up procedure of the cafe & kitchen 
 
Set up 
  • Slip resistant mats to be brought in and place in appropriate locations
  • Line all bins with rubbish bags
  • Top up coffee beans 
  • Clean coffee machine
  • Turn kitchen stove on 
  • Turn kitchen ventilation fans on 
  • Boil pot of water for poached eggs
  • Turn on deep fryers and toaster
 
Pack up
  • All bins to be emptied
  • Slip resistant mats to be taken out side and cleaned
  • All dishes to be washed
  • Clean coffee machine
  • Re-stock fridges
  • Clean the toilets
  • Sweep and mop the floor 
 
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How to give good customer service 
 
1. Everything to look nice. Prepare for opening - chairs off the table, menus in place, anti slip mats placed in the correct spot, water bucket filled with ice, cutlery polished, restocking of food display, fridges stocked etc.
 
2. Make sure all equipment is in clean working order - coffee machine, milkshake makers, grinders etc.
 
3. Take and process orders with a smile and friendly attitude
 
4. Check in with customers to see how they are going - are they happy with their meal, do they need more cutlery/napkins, ask if they would like another /drink coffee etc.
 
5. Serve and clear tables as necessary, clean tables as practicably possible - clear plates/cups/cutlery, wipe down tables with surface spray/ disinfected.
 
6. Smile, say goodbye or thank the customer as they leave
 
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