The Spike Pub & Liquor Store - ABLE BC

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.”
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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
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