The Spike Pub & Liquor Store - ABLE BC

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Human Resources by go2 Getting New Hire Orientation Right Since young workers constitute a significant part of the labour pool in the bar and pub business, where there's a high degree of staff turnover, a strong and detailed orientation program is key to assimilating new employees. Following is orientation advice from three managers at licensed establishments of various sizes: Foggy Dew, Doolin’s Irish Pub, and the Dockside Lounge. review. “Along with reviewing the house rules and any training materials, I include a Serving It Right review,” notes Gaudaur. “We are in the business of creating good times for our guests, but many people don’t know their limits with alcohol, so we must be the monitors. It is our responsibility to ensure patrons are not over-served alcoholic beverages, and the new server must be aware of the signs of intoxication.” HITACHINO NEST White Ale Japan This is a refreshing, mildly hopped Belgian styled beer with a complex flavour of coriander, orange peel, and nutmeg. White Ale has won gold medals at several beer competitions in the UK and North America. Hitachino is one of the top craft breweries in Japan and White Ale is one of its top-selling beers. abv 5% 330ml bottle $2.99 SKU 230672 720ml bottle $6.49 SKU 784579 1-866-454-4025 www.beerthirst.com Comprehensive Orientation is Crucial These managers require that printed manuals, which outline roles and responsibilities, be given to all new employees. The manual should also cover company policies and procedures that new employees need to know about - from gratuity sharing to safety procedures and everything in between. They recommend reading the manuals aloud to new hires so that expectations don't fall into grey areas, and employees cannot deny being informed of policies. A question-and-answer session at this point will help to ensure that employees understand what is expected of them. Ensure that the employees sign the policies and procedures as well. “The orientation is a multi-layered, ongoing process from the point of hiring,” says Paul Gaudaur, general manager of Coquitlam’s Foggy Dew, part of Gibson Hospitality Inc. “It benefits the employee, the company, and the guest. Moulding new employees into the company model through communication, handson training, and development ensures a confident, knowledgeable employee. The goal is to maintain your workforce through exemplary communication and training." Jay Mangan, general manager at Doolin’s Irish Pub in Vancouver, emphasizes a positive team attitude. “If you have a happy team, it’s a lot easier to get new hires to buy into the ideals or initiatives that you’re trying to put forward,” he explains. Mangan personally leads a new hire on a tour of the premises, displaying the confidence and enthusiasm that he wants to see on the job. He also handles the introductions to all staff on duty. “We spend time in the kitchen area, so that even if they never go back there again, they have respect for what our kitchen staff go through every day.” Reviewing the Serving It Right Program During orientation, and then periodically after that, all front-of-house staff should have a Serving It Right Accommodating Shifts while Supervising Orientation To accommodate day and evening shifts, experienced employees can be assigned as trainers for new hires. “A trainer is somebody who I feel has a lot of buy-in to the company, won’t take shortcuts, and will teach the proper way,” describes Eugene Vassilev, assistant food and beverage director at the Granville Island Hotel, which encompasses the Dockside Brewing Restaurant Bar and the Dockside Lounge. “The trainer will always be a senior department employee who exemplifies the business model through their performance, knowledge, and leadership skills,” reveals Gaudaur. “Integrating the trainer at this point is a gentle handoff from the manager. I ensure the new employee has the same trainer for at least the first week. I explain how I will measure the employee’s progress through daily performance reviews and set daily goals.” For the first few shifts, Vassilev encourages implementation of a training schedule, a list of tasks to be accomplished, goals to be reached, and questions to be answered for both trainee and trainer. He breaks the initial shift into two hours with that shift’s hostess, two hours with the bus staff, and two hours at the kitchen line. He considers the latter most important. “It forces the server to learn the table numbers and the seat numbers, while at the same time interacting with the kitchen, learning how to speak to them, and knowing who to approach with specific problems.” In pub venues, managers also assign time with the bartender, helping new servers learn the procedure of taking orders and making drinks. "All front-line employees are the faces of your business," concludes Gaudaur. "If you have successfully oriented and trained the employee, the end result is an informed, satisfied guest combined with a positive revenue source in the employee." Les Wiseman is writing for go2. For more information for using human resources to improve your business' bottom line, visit www.go2hr.ca. The Publican 13
Page 1 and 2: the Publican The Alliance of Bevera
Page 3 and 4: On the Cover The Spike Pub & Liquor
Page 5 and 6: Executive Director's Report by Kim
Page 7 and 8: BC HOSPITALITY & Conference INDUSTR
Page 9 and 10: open at night, right That means you
Page 11: Digital Signage by Best Buy Take yo
Page 15 and 16: When retail guru Robert Spector sha
Page 17 and 18: Cultivate the Purchase Experience E
Page 19 and 20: PERIOD 02 SALES - UNAUDITED Sales f
Page 21 and 22: " Superior food service in pubs is
Page 23 and 24: Controlling food cost has never bee
Page 25 and 26: What's New by Debbie Minke RTDs Can
Page 27 and 28: your operation and the community, a
Page 29 and 30: Liquor Policy and Business Review b
Page 31 and 32: TECH TRENDS What’s Out There, Wha
Page 33 and 34: In addition to Irish cream liqueurs
Page 35 and 36: Personal Best - Record the highest
Page 37 and 38: Marketplace Advertisers the Publica
Page 39: Rolling out our newest Racer! NEW!

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