Cafe general induction
HYGIENE
Watch the video then select the correct statements below
Café safety & dress code
Watch the video, then select the correct statements below
- 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
- 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- If a customer refuses to leave the premise the supervisor must say “any inferred invitation has now been revoked and you have been asked to leave the property”
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.
Please tick the box below if you understand
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
-
- 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
- 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