Address: 55 Alberta Avenue. Spruce Grove. Alberta. Kitchen Number: 780-962-3683 Ext 224
EMPLOYEE REFERENCE MANUAL
CONTENTS
- INTRODUCTION
- THE COMPANY – A Brief History
- MISSION & VISION STATEMENT
- STAFF STUFF
- DRESS CODE
- PAY
- WAGES
- STAFF MEALS
- DRIVING TO EVENTS – GAS MONEY
- FIVE POINT CLUB
- HEALTH AND SAFETY
- COMPANY BENEFITS
- COMMON COURTESIES
- THE TEAM MANAGER’S ROLE
- THE BANQUET SERVER’S ROLE
- HEAD TABLE SERVER’S ROLE
- THE BARTENDER’S ROLE
- PACKING AND SETUP
- KITCHEN
- TELEPHONE DIRECTORY
- SUGGESTIONS FOR IMPROVEMENT
- VEHICLES AND DRIVING
- POSITIVE ATTITUDE
- DISCIPLINARY PROCEDURES
- EMPLOYEE HANDBOOK COMPLIANCE
This Employee Reference Manual outlines Elizabethan Catering Services Ltd; Service Standards. Elizabethan Catering Services (The Company) has very high standards; we value our customers and it is absolutely vital to the operation to ensure that our client’s expectations are exceeded. The majority of our staff works part time, making it a challenge to train employees in the art of service excellence. We expect all Elizabethan employees to apply themselves totally to the procedures outlined and to excel in all of their endeavors. It will be far better for all concerned that, if you cannot live by these guidelines, you take up employment elsewhere. It takes time to train someone who cares, and more to train someone who doesn’t. For continued growth of the company, a dedicated team, willing to take on the daunting challenge of EXCELLENCE, must be maintained. Catering is one of the most challenging fields in the hospitality industry. A restaurant or hotel has all of the food and equipment on site. We have to take everything to our clients. If something is forgotten, we do not have the luxury of “going out back” and getting it. We need employees who are thorough and who are adaptable. We cater to many different people, for a variety of reasons in a variety of locations.……………Back to Top
ELIZABETHAN CATERING SERVICES LTD, was incorporated on October 5 1985 and began working in a tiny 200 sq. ft marketing office in Spruce Grove, where the Century 21 offices are now located. In February 1986, a 950 sq. ft kitchen was rented. Our staff room was only 7ft x 10ft and when the phone rang during breaks, all the staff sitting on plastic pails had to be quiet while the phone was answered. Space was limited and on really busy weekends, people were working on the floor, under our one work table. At the end of the functions, the hot water tank would run cold and more water had to be boiled to keep up with the dishes, which were all hand washed. No dish washer! Then all the equipment would be packed downstairs. Often, the entire kitchen would be full of dishes to be cleaned and the car park outside would be piled with more dishes, waiting to be cleaned. Finally, after many attempts, a larger loan was arranged and we moved into our present location in November 1989. The one bay we are located in now was wide open to six bays. The lease was signed on November 1st, and the entire kitchen was moved and installed, in two weeks. Our first meal was served in this facility on November 15, 1989. In March 1996, a mortgage was taken out, and both our present bays were purchased and construction began to complete the facility, as you see it now. It was completed in August 1996.……………Back to Top
ELIZABETHAN CATERING SERVICES LTD. is a high class catering company that provides a fine dining experience to clients in locations that vary from halls, tents, private homes and other facilities. Our company provides a complete service including setups of the facility, provision of all linens, chinaware, silverware, etc and any other client requests.
MISSION STATEMENT
The Company strives:-
- To achieve the highest standards possible in the Catering Industry.
- The Company Managment works together with their Staff. in a harmonious, symbiotic and supportive way, without confrontation, in a win/win situation to ensure that the mission is accomplished – TOGETHER. .
- To provide a safe and happy environment for our workforce and to encourage their ideas for maximum proficiency and efficiency.
- To maintain steady, profitable growth through continued customer satisfaction and an increased client base.
- To constantly strive for excellence in everything that the company does, to surpass mediocrity at every corner, and to sincerely care for our client’s expectations.
- To deal with all our clients and employees with honesty, integrity and punctuality at all times.
VISION STATEMENT
- Our vision is to remain the best catering company in Spruce Grove, Edmonton and the surrounding area.
- One that becomes a benchmark for other organizations. One that prides itself with quality.
- One that exceeds customer expectations.
- Our employees are the most important asset in achieving these goals.
All of these statements are powerful in their belief, and are truly the core of being the best. This will be maintained, no matter what. Our future depends on it. Elizabethan Catering Services Ltd. is not just another catering company. ‘’Unquestionably, the Most Caring Caterer in the Business!’’……………Back to Top
SCHEDULING
All staff are scheduled using an online program called “Staffmate”. Generally, the Team Manager will send an email to you, with a request or decline button in the email. We try and schedule between two and four weeks ahead. When you receive the email, please respond to it, either “Accept” or “Decline”. There is a three day grace period to answer this request to work. If you are not sure, please get hold of your TM and ask for more time to decide. If the three days go by, without any response, the TM will move on to find someone else. So, it is important that you pay attention to these.
VERY IMPORTANT. Once you have hit the “Accept” button, it is taken as a “Definite” that you will be coming to work, and not a “Maybe!” In the case of an emergency, then get hold of your TM and inform them that you cannot come to work and the reason why. If you do this three times in a row, then you will be removed from our staffing list. Unreliable staff are worse than none at all!
Also, When you get your User Name and Password for Staffmate, take a look there and there is a section called “Availabilty to Work” If there are dates you cannot work, check off “Unable to Work” so we do not get in touch with you for nothing. We assume that you are available for work, unless you tell us otherwise. It is so helpful, when we do start scheduling if we know when you cannot work. We will not trouble you. We are not mind readers, but you know when you cannot work – so please tell us!! Thank you.
Link to Staffmate. Click Here.
WHAT IS EXPECTED OF OUR VALUED EMPLOYEES?
General Rules
- All employees must arrive Dressed and Ready for Work, at your assigned starting time – NO LATER! If you are going to be late, you must inform your Team Manager, before your shift starts. Hours
- All employees must accurately record your starting time, ending time and ALL breaks taken (including smoke breaks), on the specified time sheet.
- Breaks can only be taken with permission of your Team Manager.
- All employees must conform exactly to the strict dress code.
- No drinking of alcohol while on duty, or arriving for work with alcohol on your breath.
- No eating, drinking, chewing gum or personal grooming while in the public eye.
- Be courteous and polite at all times to your fellow workers, our clients and their guests.
- You must be able to say the word “Elizabethan” clearly and correctly. “EEEE LIZ A BEETH ANNE.” Please practice or ask someone. Customers get frustrated, as do the rest of the staff if you cannot pronounce the Company Name properly! It is important.
- No running in the work place.
- To maintain a safe working practice at all times, making sure that you place neither yourself, nor customers nor staff in a position of danger.
- When driving, ensure you have your driver’s license and be sure you are covered by the company’s insurance policy. When driving, you must ensure that you obey all traffic rules. (All traffic tickets are your responsibility).
- Avoid making excessive noise at all times.
- No profanity under any circumstances.
- Maintain a happy disposition and a smile, especially while out in the public eye.
- Distracted Catering! Absolutely NO CELL PHONES during work, unless on your break. This also means no TEXTING!
- Owing to Insurance Company Directive, Company Vehicles are not available for any other use, other than for operating a Catering Business. No personal use allowed at all. So, No “Moving Favours” unfortunately..……………Back to Top
LOOKING AFTER OUR STUFF
- Every year, the company loses literally tens of thousands of dollars of equipment, through careless (left behind at events) or avoidable breakages. This is not a “Caring Attitude” towards the equipment by the staff. How can we improve this? By paying attention at the events, making sure that things are not left behind, that the customer is given an accurate “left behind list” and by being careful handling breakable items. Are things going to get broken in the course of our business? Of course, but leaving bins, trolleys, carts, racks of glasses etc. is unfathomable how that can happen. All is asked of you is that you look out for our property and make sure that it gets back to the shop, either with you or by the customer. All it takes is care!! Thank you.
DRESS CODE All Staff at all times have to present the Company properly in the proper attire. Pay attention always to the way you look. Would you like to see you, representing a Company? A professional appearance is essential – always! No matter what you are doing………
You are responsible for providing the following:- Banquet Staff
- Black well pressed dress pants for the gentlemen and black slacks or knee length skirt for the ladies (no short skirts). No stirrup pants, leather skirts or leather pants.
- Black DRESS shoes – highly polished. NO BLACK RUNNERS. No Bare Feet. Black Socks or Stockings at all times.
- Neckties to be Clean and in Good Repair, and must be worn with the top button done up.
- Aprons to be Clean and Well Pressed. – Tara Murphy
Delivery Staff
- Same as above with the exception of formal shirt. A Grey Elizabethan golf shirt should be worn.
Set-ups
- Clean and Neat Jeans are acceptable, black pants, or any dark pants.
- Black Elizabethan Golf shirt
- Runners or comfy foot wear
Kitchen
- Clean and Pressed Chef’s Jacket, Black Pants, Clean and Pressed White apron, and Company Chef’s Hat.
Volunteer Events
- Dress attire to be same as delivery uniform for the majority of the time.
Ladies
- All long hair must be tied back neatly.
- All hair styles must be neatly groomed.
- Face and Hands – Neatly groomed and free of excess jewelry.
Gentlemen
- No earrings to be worn to work.
- Nails – Clean and well groomed.
- Recently shaven and clean shaven.
- Long hair to be tied back and neatly groomed.……………Back to Top
- You will be paid at an hourly rate as agreed upon the time of hiring. At the end of your shift, you must enter your time on the time sheet, which shows an accurate start time , end time and all breaks taken. All breaks taken are not paid. If you are not coming back to the shop, and cannot complete time sheet, please send your hours to time@elizabethan.com, with a copy to your Team Manager for approval.
- You can earn gratuities, via the “ALL 5’s Program” by providing high quality service to our clients.
- Outstanding work is noticed. Outstanding performance is also noticed by the guests and should result in more all 5’s being earned via the “Quality Questionnaire”.
- Overtime and Statutary Holidays are paid at time and a half. If your shifts begins between the hours of midnight and 6.00am, you will be paid at time and a half for all hours worked in the time period. For New Year only, you will be paid at double time for the entire shift, with no additional overtime over 8 hours worked.
- Holiday Pay will be paid as per the Alberta Labor Code at 4%. It is paid as requested.
- Always ensure that you sign out correctly, and mark down the proper breaks. If unable to sign out for whatever reason, please email your hours in the next day time@elizabethan.com. If you send in your hours after cutoff, your cheque will be processed in the next pay period. We do not make up special cheques.
- In the event that a Staff Member comes in to work, at our request, either as an emergency,or not, a 3 hour minimum will be in effect, but only the actual hours worked will be paid, unless the Staff Member works for the full 3 hours. Please do not come in to work for one hour and expect to get paid for 3 hours. Ask for more work, or you will be scheduled for it! Thank you.
PAY SCALE FOR BANQUET STAFF
- Category A – $15.29 ( $16.82 on October 1 2018)
- Category B – $14.61 ($16.07 on October 1 2018)
- Category C – $14.18 ($15.60 on October 1 2018)
- Category D – $13.77 ($15.14 on October 1 2018)
PAY INCREASES for Banquet staff are earned by working hard, showing up enthusiastically for work, taking on more responsibility, and generally being worth a higher wage. Team Managers are responsible to increase your wage from one category to the next. It matters not how long you have worked here, if your skill set has not improved. Longevity does not guarantee a higher wage. Becoming a truly valuable employee does.…………..Back to Top
- Wages will be paid every two weeks, on Wednesdays via DIRECT PAYROLL DEPOSIT. You will be required to provide all your banking details (Go to your bank and ask for a print out of your banking details), or a blank cheque, prior to your first payment. Either bring it in or scan and email to accounts@elizabethan.com.
- Cutoff will be the previous Sunday. These will be ready NO SOONER than noon on the Wednesday.
- Advances on pay are not allowed.
- Cutoffs for All 5’s are the close of business Tuesday of the week before a payday.……………Back to Top
- The Company will provide something to eat, free of charge during your shift. This meal will only be taken after all the guests have been fed. Food can be eaten onsite, but none whatsoever can be taken home, after the event.
- All foodstuffs is the property of the Company, and to take any without permission, is theft. Please do not abuse this rule. Most leftovers are used for staff meals, and is not thrown out, which is the main reason people take it without permission.
DRIVING TO EVENTS – GAS PAYMENTS
- The Company will not pay you gas money to drive yourself to work. It is up to you to get there, if you do not come to the shop and catch a ride or decide to drive yourself to work.
- In the event that you actually provide a service to the company, by either driving staff, taking equipment, bringing back equipment, or whatever other chore you kindly agree to do for us, the company will pay your gas at an agreed to rate, as a lump sum. It will show up as an amount on your pay cheque but will not be taxed as it is not earned income.
Elizabethan Catering Services sends out a formal questionnaire to all of our valued clients. It is called the Two Minute Review. This asks a variety of questions, regarding the performance of the company, the quality of the food, the staff dress and performance etc.
This review is an invaluable tool for the company because it allows us to monitor our performance through the eyes of the consumers. The client grades everything from 1 (the worst) to 5 (the best).
To thoroughly motivate, and again, to show our commitment to excellence, if a review is returned to us by the customer and shows a “5” in every category, all employees who have worked on that function will receive a bonus. However, the question at the end of the Quality Questionnaire “How did we do overall” has special significance. If it is given a “6” Could not be Better, automatically gives the Event an “All 5” and the bonus is paid out.
Bonus is paid out as follows:- Hours Worked or Hours Budgeted for the event, whichever is less times the Employee’s Rate of Pay, in addition to the regular pay received. This program is the Company’s method of paying Gratuities.
To qualify for all “All 5’s” payments, you must receive all 5’s from your Team Manager on the Team Manager’s report. This covers Dress Code, Punctuality, and Attitude and if you pulled your weight. If you are marked down by your Team Manager for any reason whatsoever, you will not be included in the All 5’s Payout for that event. However, the pool of All 5 Compensation will not be reduced, as a whole. The amount will be shared by those who did qualify for them.
Bartenders are not paid gratuities from this program, as Tip Jars are allowed.
Reasons for disqualification from All 5 Benefits.
- Being late, without notification to your Team Manager.
- Failure to come to work, dressed according to the strict Company Dress Code.
- Laziness.
- Taking breaks that were not approved by your Team Manager.
- Poor attitude and aptitude on the job.
- Breakage of Equipment through careless handling.
Under no circumstances are you at liberty to discuss this program with the client in any way. This is a token of our appreciation to people who really put themselves out for their guests, and will also make everyone more aware of client’s comments to improve performance. For an employee to qualify for the all 5’s program, it is very simple. The conditions of The Event Manager’s Role/The Banquet Servers Role/The Bartender’s Role/The Head Table Server’s Role and the Dress Code in this Handbook must be followed. Thank you for your efforts.……………Back to Top
The Health and Safety of both the Staff and Guests is a top priority at all times. Please be aware of ANY situation that might pose a threat to anyone’s safety, and make sure that it is dealt with immediately. When lifting anything, be aware of the proper way to do so, without straining yourself. Ask for help, if you have any doubt. Lift using your legs and body, not just your arms and back. Avoid any strain to yourself. Clear up any spills as soon as they happen to avoid a slipping hazard. Knives are sharp for a reason. To cut things efficiently, including yourself. Avoid putting knives in any place that they will pose a threat to anyone. Sinks. Bins etc. Knives should always be visible. Chemicals are usually caustic in nature and can harm you if handled improperly. Avoid contact with eyes – always! Use caution when using them, and if you are unsure, please ask. Machinery in the kitchen is useful, only if you know how to use it. You are not authorised to use any equipment until you have been fully trained in how to assemble, operate and disassemble the machine safely. Be careful getting in and out of the back of trucks. The higher the truck, the harder the fall! Do not “jump” in or out of the back of any truck. When carrying anything, like a tray, you cannot see hazards on the floor. Be aware that you have a clear passage before you set off. Use dollies or carts to move equipment, and do not stack it so high that it is unsafe, either to people or the equipment. Both can get hurt or broken by a falling stack of heavy equipment. If you do hurt yourself, for any reason at work, it is your duty to report it, and fill out the necessary form, CLICK HERE for printable form, and hand it in. Obviously, there are different levels of injury, but those that require medical attention, and will/may result in a period of time to recover, with no work allowed, have to be submitted to WCB. Those of a minor nature (a small cut, with a band-aid), as only one example, must be recorded by the Company, but not submitted to WCB. To make it easy for us to document each injury and follow up on it, the is an “INJURY FORM ” located HERE Please complete online, as your very first step. Thank you. Stay safe everyone. Please submit ideas to add to this list!……………Back to Top
COMPANY BENEFITS Company Benefits are available to some employee who qualify, after 3 months of employment. There are various packages. Please see Eileen to see if you qualify to be on our Company Benefit Plan. (You must have completed the 3 month probation period before inquiring).
- Always say “Thank you!” to a client or co-worker whenever you can.
- Always make happy conversation with a customer whenever you can.
- Never tell clients of your problems i.e. personal, working or physical (sore throat etc.)
- Always smile when you make eye contact with someone. A smile is very powerful and makes everyone feel great!
- Say “May I help you?” at any opportunity.
- Never be seen to be waiting around, it looks lazy and uncaring (leaning on a wall etc.)
- Try and help anyone who needs help be they clients or co-workers.
- Say “Right away!” to any request by a guest. (Or Team Manager, for that matter) and return with the request completed, as soon as possible.
- Say “excuse me” when reaching or walking in a crowd.……………Back to Top
The Team Manager’s role is very important to the success of all events. A key attribute required are strong communication skills with other employees and our clients. Responsibilities
To ensure that all of your staff conform to the dress code before you leave the shop.
To ensure that everything and everyone leaves the kitchen on time to avoid any undue stress, which results in a reduction of customer service at the function.
To ensure that the client’s exact wishes are carried out by reviewing the function profile, and going over this with your staff, before leaving the shop. Make immediate contact with the client or their representative upon arrival at the venue. Check timings and other special requirements. This first meeting is very important. You never get a second chance to make a first impression.
To double check your FINAL CHECKLIST and to tick off all the boxes, as CHECKED and LOADED, before you leave!!
To co-ordinate the setting up of the facility (if not already done), the serving of the meal, the serving of the head table (if applicable) and the clearing up of the facility with the timings, as given by the client.
To solve any challenges that may arise, immediately and with as little effect on the client as possible.
To direct staff in an efficient manner and to discipline them, immediately.
To constantly monitor the guest’s perception of the event and to take immediate action to put right any challenge that may arise.
Avoid any equipment in view of the client and their guests. This does not look professional.
To ensure that all equipment is packed up efficiently at the end of each function and that it is loaded in a safe manner.
To delegate one person to clean and put away the chafing dishes and to take tape off of the skirts.
To give invoice envelope to the client or representative, if requested to do so on the Profile Sheet, and to put the cheque in the function envelope provided.
If payment is not received as requested on the profile, a reason for non- payment must be noted on the Event Manager’s Report.
To ensure that all equipment is brought back from the function. Any equipment left behind must be recorded on the “left behind sheet”. This form must be signed by the client if they are returning the items to the shop. Leave a copy with the client (white) and post the duplicate in the left behind folder in the staff room (yellow).
To ensure that all equipment is handled carefully, by all staff to minimize damage or loss.
To ensure that the facility, where you worked is left as clean as or cleaner than when you found it.
To ensure that all equipment is unloaded carefully into the kitchen and all bins with clean equipment are unpacked and items put away in the correct spot. All dirty items for cleaning are to be placed in the designated spot by the dishwashing area. All perishable items are to be put away, so that they do not spoil. Floor is mopped. Cambros are cleaned and put away. Garbage taken to hopper. Buns/Bread into the freezer.
To ensure you complete the time sheets with accuracy, including breaks, and to note the hours worked on the Event Manager’s report sheet.
To minimize Overtime at every opportunity.
To fill out the Event Manager’s Report, accurately at the end of each function, online, before leaving. Website address is located here. Please click.
To ensure that all rented vans are returned to shop site, all vehicles are locked and that the last Event Manager to leave, turns out all the lights, locks the kitchen, sets the alarm and checks that all vehicles are plugged in, if less than -5.
To ensure all perishable foods are not exposed to the elements (This will include sweets). Under no circumstances must food items be put into a vehicle without suitable cover.
Before leaving the shop, go through and do a final check to ensure that all your staff, put things away in the correct spot. (No one should leave until this is complete).
Helpful Hints
- Know as much as possible about your event and venue before you leave. Please read the Profile for your event before you arrive for work. “Sync” from home, please!
- Do you need to bring hot water for chafers or washing?
- Do you need a trolley/wheelie?
- Do you have to bring drinking water?
- On very hot days, do you need to bring ice for some of the cold food?……………Back to Top
Responsibilities
To arrive ON TIME for work and conforming to the strict Dress Code.
To load/unload all required equipment and food in a safe, efficient manner to minimize breakage in handling and transportation.
To ensure that your station is perfectly set up and all tableware on the tables is meticulously clean
To ensure that all foodstuffs and equipment are set up for immediate service.
To greet guests politely at the function and introduce yourselves to them. Name introductions make a guest feel very comfortable.
To assist any guests at any time, this will make the event more memorable for them. Carry guest’s plates down the buffet line if they are carrying children, ask someone in a wheel chair if you can get their meal etc. Do not be shy, just jump in and help!
To help in replenishing the serving line, as directed to ensure that no food items are ever unavailable for the guests, at any time. The buffet area (tables and floor) must be kept clean of all food debris.
To clear the tables efficiently, without rushing your guests. Make sure everything is removed from the tables before leaving.
Questions to ask at your tables:-
Frequently inquire if everything is 100% at the event. Use greetings like: “How is your meal?” “May I get you anything else?” “Have you everything that you need?”
Take whatever steps are necessary to make your guest’s meal as pleasant as possible.
Do whatever is directed of you by your direct Team Manager. Make sure you understand the instruction, before carrying it out. “I thought you said/meant….” means that you did not understand the instruction or that it was given incorrectly.
Make sure you never, ever look rushed or harassed in the public eye. Smile all of the time. If something is wrong, the guest need never know if the problem is handled correctly.
Take breaks, as directed by your direct Team Manager. Do not just take a cigarette break, when you feel like it. If you need to leave your post, ask first. Tell your direct Team Manager where you are going.
Provide attentive service to guests. Do not abandon your guests.
Load your vehicle very carefully after each event, making sure that nothing will move in transit. Double check to ensure nothing is left behind unnecessary. Help the Team Manager with the “Left Behind” list, so we know where everything is at all times.
Clean the kitchen area and work area thoroughly, as diected by Team Manager.
Back at the shop, unload everything carefully. Put away all clean items in the bins, perishables back in the cooler, so nothing will spoil. Put all the dirty equipment in the designated area, by the dishwasher. Dirty linen should go into the linen bins designated by the back door/outside the linen room. When you leave there should only be dirty stuff that is NOT put away!
Only operate machinery that you are familiar with, especially the power tailgate on the 5 Ton. A fall is painful and an injury is worse. Do your very best at all times. If you do not know what to do, please ask!
If you have agreed to work, we ARE expecting you. If you are unable to come to work for a valid reason, please give us the courtesy of adequate notice, or in the event of an emergency, a phone call. Short of being unconscious, you can always call and let us know that you are not coming. Unreliable employees are worse than no staff at all. Don’t make us put you on the unreliable list!……………Back to Top
Responsibilities
Check the head table place settings to make sure that they are complete. Determine that there is sufficient room behind the chairs to serve from behind or whether you will have to serve from the front. Fill the water glasses before the bridal party sits down. Set out the bun baskets with butter and cover with a napkin.
When the Head Table guests arrive, you should be standing by the table to greet guests and assist in any way you can. Let them know that you will be looking after them throughout the duration of your service and that they should not hesitate to ask for anything. This is also a good time to double-check any allergies that were previously listed on the profile.
Once everyone is seated, go to the kitchen to help co-ordinate the starter preparation, light the silver chafers for the hot food, and to plate items such as cheese, pickles, other salads, condiments, etc.
Make sure you have enough plates and other dishes for your service. Head table place settings have all of the cutlery they need, but for each guest you should have a dinner-sized salad plate, dinner plate, and a dessert plate. Additional plates may be required for larger plate service menus. Salad and dessert plates should be chilled and dinner plates should be warmed in the oven or a cambro.
Join the Team Manager who will touch base with the M.C. or Liaison to coordinate the timing regarding the start of service. Your Team Manager will be assertive with them in regards to having 20 minutes warning before meal time, and you need only concern yourself with the cue to serve the Head Table their salads, most often after grace has been said.
Along with your Team Manager, ascertain how many staff members will be needed to serve each course and organize them accordingly. You will need one staff for every two guests, most importantly for the salad course. Brief any unfamiliar staff in service procedures (serve the Bride, serve the Groom and everyone else after that starting with ladies; serve from the left and clear from the right).
Salads should be arranged on the inner rim of the chilled plate. If it is a tossed salad, dress lightly with the Saskatoon vinaigrette, or if a variety of dressings are available, prepare the bowls and spoons with selections of dressings so you and a helper can offer them to each Head Table guest. Place salad garnishes the same on every plate for consistency.
This is a good time to get your hot food as the banquet servers are probably taking the inserts of food out to the buffet line. Portion out enough of each item for all your guests and place into the designated 1/3 inserts provided for you.
Place in the silver chafers and continue collecting other items such as gravy and Yorkshire puddings (choose compact yorkshires that will sit nicely on the plate and place them aside to be warmed in the oven or chafer). Any items like roast beef, prime rib, or buffalo should be left in the cambro or taken from the carving station just before service.
When it comes time to complete the salad service, serve the Head Table guests all at the same time. Other staff should wait for your cue, so all of the plates are placed on the table at exactly the same time following the initial service to the bride and groom.
Return to the kitchen and gather any other items that should be placed on the table such as other salads, cheese, etc. If guests would like and time allows, you may serve guests these items, but most head tables prefer to pass items up and down the table.
Pour the guests wine, punch, or other beverages they like, provided you are at least 18 years or older. You may ask the bartender to do so if you do not feel comfortable doing this or you are not of age.
Return to the kitchen and complete the preparations of the main meal service. Make sure that you have nice warm plates and other items like gravy boats, etc.
When plating your hot food, make sure all plates look exactly the same no exceptions. The meat must be placed at the top of the plate (12 o’clock) and remaining items are to be placed in an attractive manner (ie: vegetables on the bottom, starches on the sides). Finish with the Yorkshire Pudding or Fleuron and any garnishes provided.
When service time occurs, serve the Head Table guests as efficiently as you can so the food is not cold. Serve your guests in the same order as the salad service. Ask if anyone would like more wine, drinks from the bar (if you have Pro-Serve), and coffee or tea with their meal. Refill water glasses as needed and check with everyone that nothing is needed.
While the guests are enjoying their main course, prepare all of the necessary items for your dessert service. Verify with your Team Manager to see if any special desserts have been requested and if there are any allergies (ie: peanuts, almonds, etc.) Prepare a chilled dinner plate with a variety of nicely laid fresh fruit and a silver tray of fancy desserts and pastries.
When Head Table guests have finished their meal, begin clearing the dinner plates. Always ask if any of the guests would like seconds, etc. and if they do, get them a clean plate and cutlery with their desired items.
After all plates have been cleared, complete the preparation of your dessert service. At this time you can plate a piece of cake or wild berry crumble for each guest and garnish with something simple like a fanned strawberry, orange slice, or piped whipping cream.
When service time occurs, serve the Head Table guests in the same order as the previous course, starting with their individual desserts. Present your silver tray of desserts and plate of fresh fruit starting with the bride and groom, serving each guest with their desired selections. Always serve from the front of the table and it there is a cart available, you can cover this with linen and use for easier service.
Once the Head Table has dessert, pour coffee or tea for everyone and make sure to replenish their drinks before speeches begin. Return a short while later to clear plates and any other remaining items such as dirty dishes, cutlery, glassware, condiments, etc.
Always ask if there is anything else that the Head Table guests need before you retire for your break or to help the other banquet servers continue with their service.……………Back to Top
Responsibilities
Make sure that you arrive at the job site, at designated time, dressed correctly, and ready to work.
Before opening the bar, check to make sure that all supplies of stock and tools are ready for immediate service, and take the time to read through your profile of the event that has been provdided for you..
Make sure that the liquor license is on display, before service begins.
During the event, inform the convener, or person in charge, of any guests who, in your eyes should be cut off from further service.
Do not involve yourself in any confrontation with a customer. If a situation gets out of control, phone the RCMP.
Do not put yourself in a position of contact in any way.
Do not leave the bar for any reason, until a replacement is available.
As Bartenders are allowed to have Tip Jars, which significantly adds to Bartenders Wages, they are not eligible to participate in the All 5 Program.
If it is a host or cash bar, keep track of all drinks served on the sheets provided. The count must be 100% accurate.
At the end of the evening, pack everything up neatly, help carry it to the truck, tidy up the bar area, and organize the all of the client’s liquor for easy removal. Help the customer, wherever possible.
Only leave the bar area, when the entire stock has been taken to the vehicle, or upon direction of the Team Manager. Make sure that your lists have been completed correctly and given to the Team Manager.
You may be required to return all left behind equipment, float (cash), linen, corkage etc. This can be returned the following day or as soon as possible to the shop. You will be subsidized for your time and gas.
You must send in your hours, via email to time@elizabethan.com, the following day after your shift.……………Back to Top
Responsibilities
PACKING
Packing must be done accurately, following the packing sheets, with due diligence.
Any equipment shortages for the function must be marked down on the packing sheet.
All equipment must be marked accurately, and stacked neatly, ready for loading.
Forward planning must be made in the event that we have to rent items.
SET UP
The set up of a function is extremely important and signs the company with a mark of excellence. When finished, the facility should look absolutely spectacular with no major tasks to be completed.
Upon arriving at the facility, the set-up co-ordinator must make first contact with the organizing party and announce the arrival of the set up team.
If the set up crew is running late, or if it is impossible to stick to the schedule, the client and the sales representative must be alerted by whatever means possible. Frantic calls by the client must be avoided at all costs.
Set up Staff are to wear Elizabethan golf shirts.
The facility set up staff should pay attention to the instructions on the function profile sheet, and all special requests must accommodated.
All equipment should be checked for cleanliness while it is being set out. All cutlery and glass ware must be polished with attention to detail in mind.
Most of the time, you will be working alongside the client, and it will be your chance to shine with your friendliness and attentiveness.
Be as helpful as possible towards the client, but avoid being persuaded to help with the decorating, etc. Make note if any equipment shortages while setting up the function
Make sure that the facility is left completely tidy with everything packed away, out of sight or in the kitchen, ready for the serving staff to arrive.
When back at the shop, note all equipment shortages gather what is available for the event and put on a pallet in packing clearly marked, or write a note on the board of the particular shortage.
Please sign out clearly noting all functions that you worked that day, taking note of breaks taken.
If you have followed the above steps in an enthusiastic, happy and accommodating manner, then you have surely done a wonderful job and played a major role in helping make their special day a memorable one. Always remember how vital our performance is to the outcome of the function. If you have any doubts, questions, or comments, address them with your Team Manager. And don’t forget, you are leaving a big impression of our company on our most privileged guests, so THANK YOU!……………Back to Top
Preparation and presentation of menu items, in the correct quantities, with accuracy is of vital importance to the final perception of the event by the client. The following kitchen procedures must be adhered to by all staff working in the kitchen: Hairnets or hats must be worn in the food preparation areas, at all times. No jewelry or nail polish on the hands, or earrings. Any of these items could get into the food. Keep your work area in a clean and sanitary state. Keep sanitizer pump bottles on hand. (You are responsible for your own mess). All finished items are to be checked by the chef to ensure that the taste and decoration are above the standard required. All food items to be finished to perfection, as directed by the chef. Only operate machinery that you are familiar with. Just ask someone to train you, and it will help you with your work. Always work in safe manner. Taking care of yourself and looking out for your co-workers is your responsibility. No finished items are to be put away, without labeling. You are responsible for making sure that all items are placed with the right function. Work with a deadline in mind. All items must be finished, and ready for checking by 3:00pm, the day before the function. (In some cases, due to the food item, it may not be possible to prepare it until the day of the function). All food items must be checked using the confirmed sheet or menu, not the production sheets. The person checking is responsible for the accuracy of the foodstuffs. The delegated person must take this responsibility seriously, as any shortages discovered at a function are completely unacceptable. If you are not sure of something, ask the chef. The entire kitchen must be kept clean and organized, at all times. No exceptions. Visitors are encouraged to visit our kitchen, and we are proud that we offer this, when no other caterer does. Make sure that all coolers are kept clean and that all items are processed properly to avoid waste from a lengthy period in the cooler. Ensure that all perishable products are covered and placed back in the cooler during breaks. Maintain a “Clean as you go” routine. It only takes two minutes to clean something that you have dirtied, or to put it through the dishwasher. This saves time in the long run. Never leave anything on the floor that someone can trip over. Make sure that your hands are thoroughly washed and are constantly kept clean, especially after using the bathroom. Do not leave perishable items out of the cooler, long enough for them to warm up. Half an hour is the maximum time that any item needs to be out of the cooler. Thawing should be planned ahead, so that it can take place in the cooler. Make sure that no knives, glass or china is put into the pot sink. Serious cuts can result from this careless act. Mop up any spills immediately. Warn your co-workers of the wet area. Empty all garbage cans at the end of each shift, and remove any cardboard etc. (or more often if required, especially in heat of summer). Do not leave bingo’s, or bread baskets or anything else in the back corridor. Any equipment not used on a regular basis is to be put out of the way. Any equipment you use please ensure you clean it for the next person, anything that is detachable on the piece of equipment, please wash it right away and put it back in its original spot. (This includes mixers, robocoupes, Hobart, slices, etc and all there attachments).……………Back to Top
When calling the shop you must call the back door number which is: 780-962-3683, and then the extension for person/department you are contacting. The main line needs to be available for our clients.
Steven Marsh, Owner – 222
Lise, Operations – 237
Chef’s Office – 223
Packing – 234
Kitchen – Hot End – 225
Kitchen – Cold End/Bakery – 224 (Emergency – after hours, if someone is still here)
Sales – Jillian – 230
Sales – Emily – 228
Towing/Breakdown, first try jump starting, Check fluids, then call – 780-913-7007 (Dave). Or 24 Hour Service, Cliff’s: 780- 451-1555
Our employees are the most valuable source of information that we have. Have you got an idea for improvement? Constructive comments are always welcome. Please do not hold back. Fantastic ideas have come from our employees making suggestion or a constructive comment. We need your input or nothing will change!!
Staff Improvement Form is here. Please use it. Thank you.
It is very important that we are approachable and if you do not feel comfortable going straight to your Team Manager, then go further up the chain until your message is heard.
You are constantly out in the battle field and can let us know what is happening and how to do better. Do you know how many troops in World War One were killed because the generals refused to listen to the men who said their guns were always jamming, because of a lack of a penny’s worth of grease? Stupid, Selfish Generals whose lives were obviously not in danger!! Let anyone try and storm our trenches! We will never be taken alive!!
How can we be the best and expect you to do your best, if a brick wall stops you??
If you don’t see your idea implemented right away, remember it takes time to move a sailing ship.……………Back to Top
Remember the height of the 5 ton and Cube Van is higher than you may think. Check if you have any doubts about clearance.
Make sure that you have a spotter when backing up or maneuvering in tight situations. It takes two seconds to go and get a second pair of eyes!!
You are not required to operate an unsafe vehicle, so please report any shortcomings. Burnt out lights etc. Walk around your vehicle before you take off, so you know that there are no problems. Flat tire etc. This is very important!
Every accident we have had has been due to driver error. You must be responsible for your vehicle. If you elect not to take all necessary precautions to prevent damage to the vehicle, you will be responsible for 50% of the damage. What would you say to me if I took your car, and smashed it? “Oh well, that’s life!! I don’t think so!!!
For insurance reasons you are to present your driver’s license to your Team Manager on the first instance, for photocopying, every time you drive a company vehicle, you must have your license with you otherwise you will not drive.
Just drive defensively, with due care and attention. BE CAREFUL!! Thank you!!!……………Back to Top
One of the hardest challenges that any company faces, is to inspire and motivate their valued employees, and in so doing, cultivate a positive attitude with everyone in the organization working together, as a team.
The following points are put in this booklet to inspire you to not only be positive but also to help you in other areas of employment and life in general.
Always voice constructive criticism to someone who can act upon it. Criticism of any part of your job is destructive unless mentioned to someone who will act.
No matter what: “Keep on keeping on!”, no matter how tough a situation is. If you work at it, with enough enthusiasm, the battle will be won.
Always, always give a task your best effort, no matter what it is. Do not accept mediocre work from yourself or anyone else.
You are in charge of your emotions. You choose to make yourself happy, sad or mad – not a situation. Every time you feel anger or frustration brewing, step back and look at the situation from another angle.
If something fails, and you have honestly given it your best effort, what more can you ask of yourself. Giving a situation everything you’ve got, will give you peace of mind, and will result in success, most of the time.
Learn from your mistakes. Never make the same mistake twice. One clinical definition of insanity (true) is “To keep doing the same thing, over and over, and expecting a different result!”
Persistence pays off. When asked in his last years, the secrets of his success, Winston Churchill said: “Never give up, never, never, never give up!” Eight powerful words. How close are you to succeeding before you quit a task?
Constantly, raise your standards. Every day, in a little way, do something, just a little bit better.
Always change, do things differently, try another approach. Do not do things out of habit. There are way more bad habits, than good ones.
Never speak badly of anyone. Be a good finder and find good in everyone. Never involve yourself in mindless gossip. More people have been hurt by mindless gossip, than anything else!
Be happy as much as possible. If a situation is making you unhappy and you can’t change it, leave it as soon as you can.
Never use the words “Can’t be done!”
Help other people whenever you can. An act of kindness is so easy to do, and will make you feel on top of the world.
“If it’s to be, it’s up to me!” (You!)
Do something, act decisively!
Always do everything with honour and integrity. Honesty pays.
Always feel good about yourself. If you don’t feel good about yourself, do something about it.
The Team at Elizabethan Catering Services Ltd. thanks you for being involved with the company, and for being such an important part of our success. Your dedication to doing you’re very best is very much appreciated!………..Back to Top
Minor infractions, you will be counseled by your Team Manager or the General Manager. A note may be made in your employees file. More serious infractions, a written letter of warning will be given to you and a copy in your file. This written infraction could lead to dismissal. Serious Infractions will lead to instant dismissal.……………Back to Top
Every effort has been made with this handbook to inform you of the minimum standards expected of you by Elizabethan Catering Services. The Standards can be exceeded, but never lowered. In agreeing to work for the company, your obligation to live by this handbook is mandatory. Please click on this acknowledgement that you have read, understand and agree to portray yourself and the company in the best possible light. The book is a tool for you, to be used as a reference guide and should be referred to as often as necessary. How can you do your best? If you do not know what is expected of you then ask. Please CLICK HERE to acknowledge complete understanding of this handbook. Thank you. Back to the Top