Mardale Operations Manual

OPERATIONS MANUAL

INTRODUCTION

This Operations Manual is a guide to all staff members and volunteers on procedures needed to run the pub safely, efficiently and profitably. The procedures form part of the work contracts between staff and Bampton Valley Community Pub, and must therefore be followed each time the task is carried out.

Adhering to our procedures will also help us to deliver consistently great customer service which is key to the pub’s success.

The manual will be adjusted and added to as new procedures and equipment are introduced. If you are in any doubt about a specific procedure, or you have any suggestions to make, please contact the Commercial Lead on the BVCP Management Committee so we can add it to this manual (email commercial@bvcp.info or WhatsApp Sue on 07787-177849).

As well as explaining the procedure - the manual will also identify who is responsible for carrying out a specific procedure.

Given access credentials, not all EPOS screens are available to all staff. ‘Who is responsible’ on the description will indicate who can undertake a specific task.

HEALTH AND SAFETY

This document must be read in conjunction with our Health and Safety (H&S) documentation which is held behind the bar and in the kitchen. These documents cover the specific operating procedures related to health and safety of staff and customers.

REVISION HISTORY

Date	Principal Changes
18th Jan 2023	First release covering General Pub and Working with the Till procedures

GENERAL PUB

WORKING WITH THE TILL

CLOCKING IN AND OUT

TAKING A BOOKING OVER THE PHONE

CONFIRMING A BOOKING MADE ON LINE

ARRIVAL OF A BOOKING

CANCELLING A BOOKING

CREATING USING AND CLOSING A TAB

CREATING, USING AND CLOSING A TAB FOR A MEMBER

USING BAR ORDERS AND KITCHEN ORDERS

REDEEMING A GIFT VOUCHER

REDEEMING VOLUNTEER HOURS

SELLING A GIFT VOUCHER

CREATING A NEW LOYALTY MEMBER

WORKING IN THE CELLAR

OPENING REAL ALE CASKS AT THE START OF EACH SESSION

CLOSING REAL ALE CASKS AT THE END OF EACH SESSION

CHANGING A BARREL

RECEIVING AN ORDER

CHECKING AND CHANGING GAS BOTTLES

RECORDING WASTAGE

CLEANING NOZZLES AND TRAYS

ORDERING

GRAPEVINE ORDERS

H.B CLARK ORDERS

CUMBRIA ALES ORDERS

FOOD ORDERING

STAFFING

CREATING AND UPDATING ROTA ENTRIES

BOOKING HOLIDAYS

STAFF ABSENCES

PAYROLL

MANDATORY TRAINING AND CERTIFICATION

MENUS

SETTING WEEKLY MENUS

GENERAL PUB

OPENING THE PUB
Who is Responsible		Bar Manager
How often		Every Day the Pub is Open for Business
Description		An operational checklist has been created for all the tasks which need to be done every day when opening the pub. The checklist must be ticked and initialled each day against each task. This is supplementary to the H&S checklist.
1.	Complete the Log Book for the Bar areas. The Chef will be responsible for the Kitchen and Prep areas. Report any problem areas, deliveries or maintenance in the logbook.
2.	Complete the opening checklist and sign
3.
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5.

BAR CLEANING
Who is Responsible		Bar Manager
1.	Clean glasswasher		Weekly
2.	Empty, clean and rotate the contents of the bar fridges		Weekly
3.	Clean coffee machine		Weekly
4.	Clean under coffee machine and cup area		Daily
5.	Wipe all gin and wine menus		Weekly
6.	Renovate glassware		Monthly
7.	Clean ice machine		Weekly
8.	Empty and clean cordial bottles		Weekly
9.	Clean and polish bar pumps		Weekly
10.	Empty, clean and polish bar shelves and bottles		Weekly
11.	Clean bar floor and sink area		Daily
12.	Brush the main pub		Daily
13.	Bring in logs and reset the fire		Daily
14.	Mop the loos and clean round toilets and sinks - refill towels and loo roll		Daily

PUB CLEANING
Who is Responsible		Cleaner
How often		Weekly
Description		The cleaning team (including volunteers) carry out a deep clean every Wednesday morning before the pub opens. This covers inside and outside. Bar cleaning is the responsibility of the Bar Manager and the kitchen is the responsibility of the Chef.
1.	Complete the cleaning checklist on the next page including dating and signing. The signed sheet should be kept with the log book in the kitchen.
2.	Inform the bar manager if any additional cleaning materials, loo rolls or hand towels need to be ordered.
3.
4.
5.

CLOSING THE PUB
Who is Responsible		Bar Manager
How often		Every day the pub is open for business
Description		There is a Closing Checklist on the next page. This must be completed by the Bar Manager, ticked and initialled at the end of every day to confirm all tasks have been done.
1.	Complete the Log Book for the bar and pub areas, highlighting any areas for maintenance or handover notes for the next day. The Chef will be responsible for close down procedures for the kitchen and prep areas.
2.	Complete and sign the checklist
3.
4.
5.

WORKING WITH THE TILL

CLOCKING IN AND OUT
Who is Responsible	Every Member of Staff and Volunteer
How often	Every Day at the Start and End of Every Shift
Description	In order to make sure we accurately record people’s hours for payroll, every staff member must clock in to the EPOS system at the start of the shift using their password and clock out of the EPOS system at the end of their shift.
1	To clock in on the bar EPOS system, select your name from the list on the left hand side of the screen and enter your passcode.
2	Your name will now appear at the top of the screen and you can access the EPOS system using your PIN to carry out transactions you are authorised to do. You must not use anyone else's login or clock in for someone else.
3.	At the end of your session you must clock out by clicking Clock out on the bottom right of the screen and selecting your name from the list and entering your passcode again.
4.	This process will log your working hours and will be used to validate the rota entry for payroll.

TAKING A BOOKING OVER THE PHONE
Who is Responsible		Anyone answering the pub phone where a booking is requested.
How often		As Needed
Description		Most bookings can be done online via the website and should be encouraged. If a customer calls, availability can be checked on the EPOS and a booking can be immediately recorded on the system.
1.	On the Main EPOS screen click the MORE button in the bottom right of the screen
2.	Click the white bookings button and select the date for the booking and then click ADD in the bottom right of the screen
3.	Select the date and time of the booking. If available, enter the customer details - you must include email and phone number (email is very important to ensure a customer gets a reminder email and we don’t waste tables). Hit ADD in the booking pop up to save the booking.
4.	You can check the booking is there by scrolling to the data for the booking

CONFIRMING A BOOKING MADE ONLINE
Who is Responsible		Bar Manager
How often		At least once a day.
Description		When a customer has created a booking on line it is created with the status of Requested and needs to be confirmed by the Bar Manager. Once this is done an automated Confirmation email is sent to the customer.
1.	This process can only be done in the Back Office. Go to the Bookings section Any requested but unconfirmed bookings will appear at the top of the page.
2.	The bookings can be accepted or rejected by clicking the tick or cross. In the event details need to be adjusted the booking can be opened, adjusted and then confirmed.

ARRIVAL OF A BOOKING
Who is Responsible		All Bar Staff
How often		Every time a booking arrives to be shown to their table.
Description		When running table service, bookings must be put on a tab to be paid at the end of the meal. When someone arrives the process of checking them in as arrived and opening a tab can be done from the EPOS screen
1.	From the EPOS Screen - Hit the MORE button Hit the BOOKINGS Button
2.	Select the booking you want to open and click Open Tab button to the right of the booking. This will open a new tab linked to the booking.
3.	The booking will now show us as green so you can see which bookings have arrived and which are yet to arrive.
4.	items can be added to the tab from either the roaming ipad or the bar ipad.

CANCELLING A BOOKING
Who is Responsible		Bar Manager
How often		As cancellations are requested.
Description		Cancellations done through the website will cancel automatically in the system. If customers call to cancel then the Bar Manager must cancel the bookings in the system and initiate the cancellation email.
1.	This can only be done in the back office. Go to the Bookings section and Find the booking to be cancelled
2.	Open the booking by clicking the record. To cancel scroll to the bottom and click the red Cancel Booking Button.
3.	Check the cancellation details and then click Cancel and send email
4.	This is the email which will be sent.

CREATING, USING AND CLOSING A TAB
Who is Responsible		Any Staff Member working in the Bar
How often		As needed when customers want to run a tab
Description		A TAB can be set up for customers on inside tables only. We need to make sure we have enough details to identify the customer eg their full name. IF they are on a table the Tab needs to be linked to the table. Tabs cannot run overnight unless it is a members tab where the balance will end up being transferred to their member card to be paid on their next visit in an emergency. All Tabs should be closed out each day.
1.	On the Summary Screen press the New Tab button to create a tab.
2.	Enter the customers full name and the number of covers if known.
3.	If the customer is sitting at a table, the Tab should be linked to their table to ensure all food and drink orders are put onto the tab
4.	You can add items to the tab either directly front he open tab or by assigning EPOS transactions using the Add to Tab Green button
5.	To pay the tab, select the tab and click the green Pay button in the top right corner. The tab can be settled using cash, gard or gift card
6.	To close the Tab, select the tab and click the red Close button at the top of the screen.

CREATING , USING AND CLOSING A TAB FOR A MEMBER
Who is Responsible		Every Member of Staff and Volunteer working in the bar
How often		When a member of the loyalty scheme wants to open a tab to use hours or discounts
Description		Members of the loyalty scheme must have a tab opened and linked to their loyalty card in order to use any volunteer hours discount or take advantage of any member specific promotions.
1.	On the admin screen on the EPOS, select the Loyalty scheme and search for a member. Select the member.
2.	Click the Add New Tab option. The members card appears - Click Activate. This creates a tab in the members name and takes the balance of their member card onto the tab.
3.	If the member is also occupying a table, the Tab can be linked to a table. Any items of food and drink can be added to the tab as normal.
4.	When the member comes to Pay the bill, You must use Cash or Card to settle the balance on the tab. Under NO circumstances must the Volunteer payment method be used.
5.	Any unused balance will be left on the member card when the tab is closed.

USING BAR ORDERS AND KITCHEN ORDERS
Who is Responsible		All Bar and Kitchen Staff
How often		When taking orders from tables.
Description		When taking orders from tables, we use the roaming ipad to add drinks and orders to a TAB for the table. Drinks purchased direct from the bar and paid for straight away are not included in bar orders. Drinks orders are queued in the bar and food orders are queued in the kitchen. By progressing an order, the floor staff bar and kitchen staff can communicate the progress of the order.
1.	Once an order is added to a tab it automatically appears on the bar orders (drink) and kitchen order (food). With an orange header.
2.	As soon as the order is being prepared, the person preparing it should progress it by pressing the arrow on the top which then turns to purple to communicate with everyone that it has been picked up and is being prepared.
3.	As soon as its ready to go the bar/kitchen staff move the order to green using the arrow at the top to indicate the food is ready to go out.
4.	Once the food has been served the server on the floor forwards the item on. In the event it is a bar order or just one course, the order will disappear and move to the completed orders. If it is a multi course meal, it will move to the next course and the process of progressing it repeats.
5.	In the event someone wants a starter to arrive at the same time as the rest of the main courses, the starter can be highlighted and the course number can be changed eg to 2 to make sure it arrives with the mains.
6.	Every change on the status shows in the icons to the side of the items on the customers tab in the summary screen.

REDEEMING A GIFT VOUCHER
Who is Responsible		Bar Staff
How often		If a customer wishes to put their Gift card towards settling their bill
Description		The Pub runs a gift card scheme and gift cards can be used to pay all or part of a bill.
1.	If the customer wishes to pay their bill using a gift card, from the EPOS screen hit the green Pay button in the bottom left corner as normal.
2.	Select the dark blue Gift Card button on the payment method screen.
3.	You will initially be prompted with a barcode scan but instead of using the scan, click the keyboard screen in the bottom right hand corner. This will being up a box to allow you to key in the Gift Code.
4.	The Gift card will be displayed and you can select the green Pay with Gift Card button. If the card is not enough to cover the bill then another payment method can be used for the balance. If there is money left on the gift card, the balance remains on the card.

REDEEMING VOLUNTEER HOURS
Who is Responsible		Bar Staff
How often		When a member want s to use some of their volunteer discount
Description		Volunteers are given a nominal sum of discount when they volunteer to do shifts in the pub. This discount is held on a loyalty members card in the name of the volunteer. If a volunteer wants to use their discount you need to first set up a tab using their ‘Mardale Inn Loyalty Club’ card. This tab is then used as normal and when it is cashed up, any discount balance is applied to the tab. If any unused volunteer discount is left, it is returned to the card.
1.	On the admin screen on the EPOS, select the Loyalty scheme and search for a member. Select the member.
2.	Click the Add New Tab option. The members card appears - Click Activate. This creates a tab in the members name and takes the balance of their member card onto the tab.
3.	If the member is also occupying a table, the Tab can be linked to a table. Any items of food and drink can be added to the tab as normal.
4.	When the member comes to Pay the bill, You must use Cash or Card to settle the balance on the tab. Under NO circumstances must the Volunteer payment method be used.
5.	Any unused balance will be left on the member card when the tab is closed.

SELLING A GIFT VOUCHER
Who is Responsible		Bar Staff
How often		When a customer wants to buy a gift voucher for someone
Description		If a customer present in the bar wants to buy a gift card for someone and they are present to pay, this process can be followed. Alternatively the customer can be directed to the pub website (www.themardaleinn.com) where they can request a PDF gift voucher to be created.
1.	From the main EPOS screen click the white MORE button in the bottom right hand corner
2.	Select the white NEW GIFT CARD button.
3.	Enter the details of who the card is going to and who the card is from. ALL fields must be filled in, especially the email as this is how the gift card is sent to the recipient. It will include an invite the recipient can use to put the card into their Google/Apple Wallet.
4.	The Gift Card details will be displayed and the option to print and add to the bill in the same way drinks or food would be added.
5.	Click the Green PAY button and select either cash or credit card. NB DO NOT use the gift card payment button - this is used to redeem a gift card.

CASHING UP
Who is Responsible
How often
Description
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WORKING IN THE CELLAR

OPENING REAL ALE CASKS AT THE START OF EACH SESSION
Who is Responsible
How often
Description
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CLOSING REAL ALE CASKS AT THE END OF EACH SESSION
Who is Responsible
How often
Description
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CHANGING A BARREL
Who is Responsible
How often
Description
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CLEANING LINES
Who is Responsible
How often
Description
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RECEIVING AN ORDER
Who is Responsible
How often
Description
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CHECKING AND CHANGING GAS BOTTLES
Who is Responsible
How often
Description
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RECORDING WASTAGE
Who is Responsible
How often
Description
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CLEANING NOZZLES AND TRAYS
Who is Responsible
How often
Description
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ORDERING

CREATING AN ORDER FOR GRAPEVINE
Who is Responsible		Bar Manager
How often		Once a Week on Wednesday for order submission. Once a week for checking in orders on a Friday after delivery
Description		Grapevine provide our wine, crisps and some of our spirits. Orders need to be placed on Wednesday for delivery on Friday. Tabology will suggest which stock items need to be ordered based and the order is entered into Tabology and then into the grapevine portal on www.grapevinewineservices.co.uk. Once the order arrives it is checked in on Tabology to replenish the stock.
1	Go to Stock Section in Tabology Back Office Enter a New Order for Supplier Grapevine and select Suggested Products
2	The system will selected all products where grapevine is the supplier and recommend an order amount based on minimum levels - adjust these to reflect needs. You can add other products for example if another supplier is out of stock. Save the order (without sending an email).
3.	The order then needs to be entered on the website (www.grapevinewineservices.co.uk) via Mardale Login. Update any changed prices back in Tabology and mark the order as placed. Adjust for any items not available. Make sure you mark the order as “Order Placed” in Tabology
4.	On delivery - check the order carefully and make any adjustments for missing items before accepting it as received into stock. Stock Levels will be updated. Mark the order as “Delivered” in Tabology

CREATING AN ORDER FOR H.B. CLARK
Who is Responsible		Bar Manager
How often		Once a Week on Wednesday for order submission. Once a week for checking in orders on a Thursday after delivery
Description		H.B. Clark provide our Keg beer, Cider spirits, bottles and soft drinks Orders need to be placed on Wednesday for delivery on Thursday morning. Tabology will suggest which stock items need to be ordered based and the order is entered into Tabology and then into the H. B. Clark portal on xxxxxx Once the order arrives it is checked in on Tabology to replenish the stock.
1	Go to Stock section in Tabology Back Office Enter a New Order for Supplier H.B. Clark and select suggested products
2	The system will selected all products where H. B. Clark is the supplier and recommend an order amount based on minimum levels - adjust these to reflect needs. You can add other products for example if another supplier is out of stock. Save the order (without sending an email).
3.	The order then needs to be entered on the website (www.hbclark.co.uk) via Mardale Login. Update any changed prices back in Tabology and mark the order as placed. Adjust the order in Tabology for any items not available. Mark the order as Placed
4.	On delivery - check the order carefully and make any adjustments for missing items before accepting it as received into stock. Stock Levels will be updated. MArk the order as Delivered in Tabology

CREATING AN ORDER FOR CUMBRIAN ALES
Who is Responsible
How often
Description
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