Crew Manual - Bridge Catering
Edited 2017Welcome to Bridge Seafood. We are excited to have you on our team.Bridge Seafood has one key resource - the people that make it happen. We have selected you to become part of our team because we believe you will contribute to our success. We appreciate you selecting us as your employer. Together we can be the industry leader in Alaska.With every new job there is a lot to learn, it can be confusing and frustrating. We have developed this booklet as a guide and a resource to help you understand our systems. We hope that this will clarify our benefits, policies and procedures, and set clear expectations.We hope to make the learning less stressful, which will allow us to focus on our guests and have fun. This manual does not establish an employment contract and is subject to change at any time by the management.Table of Contents TOC \o "1-3" \h \z \u Who We Are PAGEREF _Toc356077384 \h 5Physical Description PAGEREF _Toc356077385 \h 5Mission PAGEREF _Toc356077386 \h 5Bridge Personality PAGEREF _Toc356077387 \h 5Business Purpose PAGEREF _Toc356077388 \h 5F.I.S.H Factor PAGEREF _Toc356077389 \h 6“Can Do” Approach PAGEREF _Toc356077390 \h 6Guest Requests / Guest Complaints PAGEREF _Toc356077391 \h 6General Information PAGEREF _Toc356077392 \h 7Hours of Operation PAGEREF _Toc356077393 \h 7Closed Dates PAGEREF _Toc356077394 \h 7Reservations PAGEREF _Toc356077395 \h 7Front Desk PAGEREF _Toc356077396 \h 7Guest Parking PAGEREF _Toc356077397 \h 7Smoking PAGEREF _Toc356077398 \h 8Lighting PAGEREF _Toc356077399 \h 8Main Focal Points PAGEREF _Toc356077400 \h 8Benefits & Leave PAGEREF _Toc356077401 \h 9Pay Periods PAGEREF _Toc356077402 \h 9Pay Deductions PAGEREF _Toc356077403 \h 9Pay Raises PAGEREF _Toc356077404 \h 9Overtime PAGEREF _Toc356077405 \h 9FMLA Leave PAGEREF _Toc356077406 \h 9Military / Reserve Leave PAGEREF _Toc356077407 \h 9Personal Leave PAGEREF _Toc356077408 \h 10Safety PAGEREF _Toc356077409 \h 11Safety: Every Crewmember’s Responsibility PAGEREF _Toc356077410 \h 11Work Environment PAGEREF _Toc356077411 \h 11Common Injuries PAGEREF _Toc356077412 \h 11Cuts PAGEREF _Toc356077413 \h 11Burns PAGEREF _Toc356077414 \h 11Back Injuries PAGEREF _Toc356077415 \h 11Slips and Falls PAGEREF _Toc356077416 \h 12Accidents PAGEREF _Toc356077417 \h 12Right To Know / Hazard Communication Program PAGEREF _Toc356077418 \h 12Chemicals PAGEREF _Toc356077419 \h 12Company Policy PAGEREF _Toc356077420 \h 12Container Labeling PAGEREF _Toc356077421 \h 12MSDS PAGEREF _Toc356077422 \h 12Food Safety/Sanitation PAGEREF _Toc356077423 \h 13Drug/Alcohol Free Workplace PAGEREF _Toc356077424 \h 13Emergency Action Plan PAGEREF _Toc356077425 \h 13Robbery PAGEREF _Toc356077426 \h 13Evacuation PAGEREF _Toc356077427 \h 13Power Outage PAGEREF _Toc356077428 \h 13Health Policy PAGEREF _Toc356077429 \h 14Communication PAGEREF _Toc356077430 \h 16Harassment Free PAGEREF _Toc356077431 \h 16Equal Opportunity Employer PAGEREF _Toc356077432 \h 16Open Door Policy PAGEREF _Toc356077433 \h 16Crew Meetings PAGEREF _Toc356077434 \h 16Bulletin Boards PAGEREF _Toc356077435 \h 17Workplace PAGEREF _Toc356077436 \h 17Nature of Employment PAGEREF _Toc356077437 \h 17Scheduling PAGEREF _Toc356077438 \h 17Work Place Accountability PAGEREF _Toc356077439 \h 18Standard PAGEREF _Toc356077440 \h 18Timeliness PAGEREF _Toc356077441 \h 18Breaks PAGEREF _Toc356077442 \h 18Phasing PAGEREF _Toc356077443 \h 18Recipe Confidentiality PAGEREF _Toc356077444 \h 19Personnel Files PAGEREF _Toc356077445 \h 19Cash Handling PAGEREF _Toc356077446 \h 19Termination PAGEREF _Toc356077447 \h 19Three Strikes Policy PAGEREF _Toc356077448 \h 19Tips PAGEREF _Toc356077449 \h 19House Rules PAGEREF _Toc356077450 \h 20Discounts PAGEREF _Toc356077451 \h 20Crew Meals PAGEREF _Toc356077452 \h 20Crew Eating Area PAGEREF _Toc356077453 \h 20Storage of Belongings PAGEREF _Toc356077454 \h 20Parking PAGEREF _Toc356077455 \h 20Restrooms PAGEREF _Toc356077456 \h 20Smoking PAGEREF _Toc356077457 \h 20Telephone Use PAGEREF _Toc356077458 \h 21Appearance PAGEREF _Toc356077459 \h 22Uniforms PAGEREF _Toc356077460 \h 22Bridge Seafood Front of the House PAGEREF _Toc356077461 \h 22Bridge Seafood/Catering Back of the House PAGEREF _Toc356077462 \h 22Bridge Catering Front of House PAGEREF _Toc356077463 \h 22Grooming PAGEREF _Toc356077464 \h 23Hair PAGEREF _Toc356077465 \h 23Jewelry PAGEREF _Toc356077466 \h 23Body Art PAGEREF _Toc356077467 \h 23Fingernails PAGEREF _Toc356077468 \h 23Over Consumption Policy PAGEREF _Toc356077469 \h 24Bridge Seafood Crew Manual Checklist PAGEREF _Toc356077470 \h 25Who We Are5Physical Description5Mission5Bridge Personality5Business Purpose5F.I.S.H Factor6“Can Do” Approach6Guest Requests / Guest Complaints6General Information7Hours of Operation7Closed Dates7Reservations7Front Desk7Guest Parking7Smoking8Lighting8Main Focal Points8Benefits & Leave9Pay Periods9Pay Deductions9Pay Raises9Overtime9FMLA Leave9Military / Reserve Leave9Personal Leave10Safety11Safety: Every Crewmember’s Responsibility11Work Environment11Common Injuries11Cuts11Burns11Back Injuries11Slips and Falls12Accidents12Right To Know / Hazard Communication Program12Chemicals12Company Policy12Container Labeling12MSDS12Food Safety/Sanitation13Drug/Alcohol Free Workplace13Emergency Action Plan13Robbery13Evacuation13Power Outage13Health Policy14Communication16Harassment Free16Equal Opportunity Employer16Open Door Policy16Crew Meetings16Bulletin Boards17Workplace17Nature of Employment17Scheduling17Work Place Accountability18Standard18Timeliness18Breaks18Phasing18Recipe Confidentiality19Personnel Files19Cash Handling19Termination19Tips19House Rules20Discounts20Crew Meals20Crew Eating Area20Storage of Belongings20Parking20Restrooms20Smoking20Telephone Use21Appearance22Uniforms22Bridge Seafood Front of the House22Bridge Seafood/Catering Back of the House22Bridge Catering Front of House22Grooming23Hair23Jewelry23Body Art23Fingernails23Over Consumption Policy24Bridge Seafood Crew Manual Checklist25Glossary:MOD - Manager On Duty- Designated person in charge of the current shift, the Supervisor/Manager/Banquet CaptainDMO - Dish Machine OperatorFOH - Front Of HouseBOH - Back Of HouseCrew Member - All employees of Bridge Seafood IncorporatedHospitality - The relationship between guest and host, the act or practice of being hospitable. Specifically, this includes the reception and entertainment of guests.Who We ArePhysical DescriptionA semiformal restaurant tastefully decorated in a contemporary style. The facility is 7,000 square feet total; the restaurant is 3,950 square feet with a seating capacity of 160 guests. The restaurant is located at 221 W Ship Creek Ave. in Anchorage, Alaska, 99501.MissionBridge Seafood RestaurantWe are Alaska’s first choice for the highest quality in fresh Wild Alaskan seafood, produce and hospitality, “Always Fresh, Always Alaskan.”Bridge CateringWe are Alaska’s first choice for the highest quality hospitality in food and service, “Can’t Find This Anywhere Else,” experience.Bridge Personality Bridge Seafood will be an icon to the Alaskan tourist not only for its rustic beauty, but the quality of food and service it provides, seen as the authority in Alaska seafood preparation and hospitality.Bridge Catering will be an icon to Alaskans for its unique, timeless facility, as well as its dedication to hospitality through hand crafted culinary offerings and consistently precise service.Business PurposeTo build a growing, profitable, efficient, restaurant and catering business. The goals are that of a multi-faceted venue: Bridge Seafood is a seasonal restaurant operating from May 3027th to August 31st as a destination serving only Wild Alaska seafood. Opposite of tourist season, after August 31st, Bridge Seafood will operate as Bridge Catering serving as a full service catering facility for weddings, corporate meetings, holiday parties, and special events. Revenue will also be augmented through off site catering year round as applicable. Our main responsibilities are to the safety of our crew and guests as well as the financial wellbeing of the restaurant.F.I.S.H FactorThe F.I.S.H. Factor is the way Bridge Seafood presents itself to guests. By following these simple guidelines we ensure our guests have an enjoyable evening in our restaurant. To make that happen we should always be accountable, communicate effectively, and maintain composure and a smile.FriendlyWe endeavor to present a positive and open persona to our guests, our energy is always “up and out” as we interacting with guests. It is important to welcome them to our restaurant with a warm and pleasant rmedKnowing the menu and basic Alaskana information is an important aspect of your job. You should be knowledgeable about the different menu items, including the differences between fish, where the seafood comes from, how it is prepared, and special dietary information for discussion with guests.SincereActively listening, authentically engaging in conversation, and making eye-contact are ways to help guests enjoy their visit. Being honest with your guest, the Team, and management, is key. HospitableMake guests feel welcome, go the extra mile for the guest and your fellow servers, and help maintain the excellent service we are known for. Be helpful and kind to everyone, recognize that our actions and words influence those around us and are seen by all.“Can Do” ApproachWe expect that our crew embrace this approach each and every day.We are committed to always finding a way for our guest to win. Our goal is to have our guest’s leave having had an exceptional experience.We will always let the guest know what we “Can Do” and make an effort to find a way for them to “win.”We say “yes” to guest requests by providing them with the options that are available at the time. “I Can Do this for you!”We never compromise providing nutritional information to assist with guest’s dietary needs. Additionally we hold pre-shift meetings to inform the crew of the daily fresh catch and location to the very best of our ability.Guest Requests / Guest ComplaintsIssues can arise with food quality and/or service to our guest. It is our goal that our guest perceives us as experts in hospitality. We want them to have the same good feeling about us when we do it wrong as when we do it right! THE GUEST ALWAYS WINS. We will take a “can do” approach with all guests.General InformationHours of OperationSummer - Operating as Bridge Seafood RestaurantDay after Memorial Day through August 31 Daily 4pm to 10pmOffsite catering as applicableWinter - Operating as Bridge Catering Mid-September thru Mid-May Guest DrivenOnsite and offsite cateringClosed DatesChristmas DayThanksgiving DayNew Year’s DayReservationsAll Bridge Catering events will be booked through Caterease All Bridge Seafood Restaurant large parties, 20 or more, will also be booked through CatereaseBridge Seafood Restaurant will have a daily reservation system.Guests are never told of our time goals for table turns (Pre-determined tour groups are exceptions to this standard.) Communication on this issue is during the reservation process or prior to seating the large party reservation.It is our intent to accommodate every guest. We do not diminish service in an effort to get the guest to leave. We accommodate every guest every time to the end.Catering reservations are booked through an Owner or the Operations Manager. The MOD will facilitate communication about large party bookings to accommodate for flow of business prior to event.Each Shift lead FOH/BOH must review the large party bookings in Caterease or appropriate system and accommodate for flow of business prior to opening allowing the FOH to be staffed adequately as well as the BOH to be prepared for any rush.Front DeskWe are seen as professional and accommodating to our guest.Guest ParkingBridge Seafood does not provide parking for our guests. Handicapped pParking spots are located in front of the Bridge Building, as are a small number of 2 hour parking slots. More Gguest parking is available on the southern side of Ship Creek Ave, across from the entrance to the Ulu Factory, in the Dimond Parking Lot. It is a pay per hour parking lot that is paid for by the guest at the current posted rate.Parking spaces in front of the restaurant labeled “30 Minute Parking” are patrolled by the Alaska Railroad Police and are subject to ticketing and/or towing. Guests park there at their own risk. Please note that parking patrol is generally more active in the summer than the winter.SmokingDirect all guests who wish to smoke to exit Bridge Seafood walk way, guests must legally be beyond the planter/divider.LightingAll light bulbs are working and aimed properly, and free of dust. Correct light bulbs are utilized.All blinds are adjusted per guest’s request, throughout the shift.Summer - Afternoon thru Evening- All areas are set to 3/4 lighting and adjusted as necessary to create a warm energetic feel as well as a safe and enjoyable environment.Winter - Adjusted per event as necessary.Main Focal PointsSummer - Seafood display, outside views & starter bar Winter - Bar and Food stations adjusted for event as necessary for dancing, ect.Benefits & LeavePay PeriodsPaydays are every other Friday. Pay periods are two weeks long beginning on a Saturday and ending on a Friday. After the pay period it will take one week to produce your paycheck. We prefer all paychecks to be direct deposit. A voidedcancelled check from your bank is necessary to put that in motion.Pay DeductionsThe law requires that the business make certain deductions from every crewmember’s compensation (i.e. federal taxes, Social Security, Medicare, state unemployment, and/or additional garnishments). Pay RaisesBridge Seafood will pay competitive pay rates for our market. We will review our wage rates at least annually, and make adjustments if necessary. Any other wage increases will be based on performance.OvertimeIn accordance with Alaska state law, non-exempt crewmembers will be paid overtime for all hours worked over eight in one day or over forty in one week. It is our goal to control overtime pay and it is therefore required that you report to your manager whenever you are going to go into overtime, or whenever a proposed schedule change will put you into overtime. You will not be scheduled for more than seven shifts per week and you may not pick up more than one shift in addition to those seven, (providing you are not accruing overtime or have the permission from a Manager to do so). It is strongly encouraged that you take at least one full day off per week.FMLA LeaveBridge Seafood provides family and medical leave as required by the Family Medical Leave Act. That law provides that all eligible employees are entitled to take up to 12 weeks (and in certain cases up to 26 weeks) of unpaid, job protected leave in a 12-month period for any of the following reasons: 1) The birth of a child and in order to care for that child; 2) The placement of a child for adoption, foster care and to care for the newly placed child; 3) To care for a spouse, child or parent with a serious health condition; 4) The serious health condition of the employee; 5) A covered family member’s active duty or call to active duty in the Armed Forces; 6) To care for an injured or ill service member. If at any time you wish to review the Family and Medical Act Leave Policy, you may do so simply by requesting a copy from your manager. Military / Reserve LeaveBridge Seafood will abide by all the provisions of the Uniformed ServicesEmployment and Re-Employment Rights Act (USERRA) and will grant military leave to all eligible full-time and part-time employees. Military leave may be granted to full-time and part-time employees for a period of four years plus a one-year voluntary extension of active duty (five years total) if this is at the request and for the convenience of the United States government. As with any leave of absence, employees must provide advance notice to their supervisor of their intent to take a military leave and must provide appropriate documentation unless giving such notice is impossible, unreasonable, or precluded by military necessity. An employee’s salary will not continue during a military leave unless required by law. However, employees may request to use any Personal Leave accrued during military leave. Benefit coverage will continue for 31 days as long as the employee pays his or her normal portion of the cost of benefits. Upon return from military leave, an employee will be reinstated with the same seniority, pay, status, and benefit rights that he or she would have had if he or she had worked continuously.Employees must apply for employment within 90 days of discharge from the military. Employees who fail to report for work within the prescribed time after completion of military service will be considered to have voluntarily terminated their employment. If the employee is a reservist in any branch of the Armed Forces or a member of the National Guard, the employee will be granted time off for military training. Such time off will not be considered Personal Leave. However, employees may elect to have their reserve duty period be considered as Personal Leave to the extent the employee has such time available. Personal LeaveTime off other than an approved Leave of Absence must be scheduled with your manager. We intend to be as flexible as possible, but we must also consider the needs of the restaurant and the requests of other crewmembers.SafetySafety: Every Crewmember’s ResponsibilityIn the restaurant business the particular kinds of accidents and injuries that occur can be divided into basically four categories: cuts, burns, back injuries, and slips and falls. We feel it’s important to go over each of these four areas briefly during every crewmember’s initial training.Work EnvironmentOur guest and crewmember safety is extremely important. Our goal is to maintain a clean and safe environment. This will include proper training in the following areas:Cleaning spillsKnife handlingProper operating techniques for all equipmentLifting techniquesTraining on use of chemicalsCommon InjuriesCutsFirst and foremost, make sure the knife you are using is proper for the job. You wouldn’t use a bread knife to cut onions into small pieces or a paring knife to fillet fish. Also make sure the knife you’re using is sharp. Many cuts occur using a dull knife blade that slips off the food surface rather than penetrating it. Please know that it is not acceptable to put a dirty knife into the dishwashing area. If you need to wash a knife, or have it washed, please talk with the DMO and hand the knife to him/her personally, rather than throw it on the dishwashing table or dirty dishwater, where it may not be seen and can injure someone.BurnsThere are a number of opportunities for a crewmember to be burned at work. Many of these burns can be prevented by focus and attention. Most obvious is a heat burn from the fire or flame used to cook. If you’re cooking over a large flame or hot surface, your full attention is required. The second kind of burn is a steam burn; Bridge Seafood operates a very efficient steamer for which your full attention is required. The third kind of burn is a chemical burn; we use very powerful chemical cleaners for much of our equipment. You will undergo training to ensure the proper use and storage of these chemicals.Back Injuries Back injuries are usually caused when the crewmember has lifted more than his/ her capacity. Remember there is usually always a way to work smarter, not harder, and smarter is safer! Instead of over lifting, look for the hand truck or cart to do the work for you. Also ask for help, remember teamwork is key to our success. If another crewmember or a manager is able, we’ll always lend a hand. Another prevention strategy that is highly effective: make more than one trip. Always use safe lifting techniques: never lift bent over from the waist to the floor, bend at the knees and squat, use the strength in your legs and arms rather than your lower back.Slips and FallsSlips and falls are perhaps the most common of all injuries in the restaurant and perhaps the most preventable. Most slips and falls occur because of a spill on the floor that someone has ignored. We have a simple motto to remember if you see a spill: MAN IT, MOP IT, SIGN IT! It’s everyone’s responsibility to take care of spills, whether it’s an ice cube or a sauce or butter pat. All can cause a serious injury. Another way to prevent slips and falls is to keep our aisle ways clear of objects someone might trip over. Most injuries can be avoided by simply slowing down. AccidentsAll accidents that occur at the Bridge Seafood must be reported immediately to a Manager. Each accident will be documented on an incident report just in case the accident becomes severe enough to require medical care. In the case of minor injuries, the MOD will help assess the situation and offer the appropriate plan of action (e.g., emergency room, drop in clinic, etc.). In the case of extreme injury or illness, medical personnel will be called immediately.Right To Know / Hazard Communication ProgramChemicalsAt Bridge Seafood, we employ the use of selected hazardous chemicals to aid in cleaning and sanitation. Many of the chemicals we use are meant to be diluted with water and only used with protective gloves and eye wear. You should also be aware that inhaling the fumes from many of these chemicals could be noxious. You should only use them in well-ventilated areas. Some of the chemicals when mixed can be deadly. We will train you on the proper and safe use of all the chemicals used in our restaurants. Don’t attempt to use them without that training. Remember it’s your right and RESPONSIBILITY to know the safe use of all our pany PolicyTo ensure that all affected employees of Bridge Seafood know the information about the dangers of all hazardous and physical agents used by Bridge Seafood a hazardous communication program has been established.Container LabelingAll containers received for use will be clearly labeled as to the contents, note the appropriate hazard warning, and list the name and address of the manufacturer. Managers will ensure that all secondary containers are labeled appropriately.MSDSCopies of MSDS information for all hazardous chemicals in use are kept in the mechanical room. The current MSDS information is available to crewmembers at all times.Food Safety/SanitationFood handling training will be provided to all crewmembers where appropriate. All areas will be maintained in a clean and sanitized manner. Food storage will be outlined by the Chef, and will be monitored on a daily basis to meet or exceed all Health Department guidelines. Examples of good sanitation practices are holding hot food hot and cold food cold, keeping sanitizing solution in all workstations, washing your hands regularly, wearing a clean uniform for every shift, correct utensil handling, personal hygiene, and health habits.Drug/Alcohol Free WorkplaceIt is extremely important that Bridge Seafood maintain a safe work environment. Therefore the use or possession of illegal, non-prescribed drugs, or alcohol on the premises will not be tolerated. Physical, mental, or emotional impairment at work due to any chemical or substance will not be tolerated and may be grounds for disciplinary action up to and including termination.Emergency Action Plan RobberyIn the event of a robbery, do not panic. It is our policy to turn over any valuables to the robber without any resistance. The safety of our guests and crewmembers is more important than the physical assets the business possesses. EvacuationIn the event of a fire, earthquake, bomb threat or any other reason an evacuation becomes necessary, it is essential that an evacuation can occur in a timely and orderly manner. We ask that all crewmembers meet outside the Ulu Factory for roll call to ensure evacuation is complete.Power OutageIn the event of an unexpected power outage please stay calm and follow the direction of the MOD. Servers have extra responsibilities in hand writing orders and hand cashing out their guests. Servers will be trained on the use of the crash kit during ongoing training or on an as needed basis. If it becomes necessary to evacuate the building due to the power outage, please follow the previous guidelines given above.Health PolicyIt is the policy of Bridge Seafood Inc. that our crewmembers do not work when ill. In accordance with the Municipality of Anchorage Health Code the following is policy:Crew member and manager/supervisors do not work when ill.Crew members and manager/supervisors are required to report to their manager/supervisor at the onset of any of the following symptoms:DiarrheaVomitingJaundiceSore throat with feverInfected cuts, wounds, or lesions containing pus on the hand, wrist, an exposed body part, or other body part and the cuts, wounds, or lesions that are not properly covered ( such as boils and infected wounds, however small).Persistent sneezing, coughing, or a runny nose that causes discharge from the eyes, nose, or mouth.Management will take action according with the following table:SymptomRequired Minimum ActionWhen can they return to normal work status?Notify DHHS?VomitingExclude form work for 24 hoursAfter 24 hours have passed from end of symptoms or medical documentation is providedNODiarrheaExclude from work for 24 hoursAfter 24 hours have passed from end of symptoms or medical documentation is providedNOJaundiceExclude from work 7 daysWhen approved by DHHS and crewmember has been jaundiced for more than 7 days or provides medical documentationYESSore throat w/ feverExclude from work for 24 hoursCrew member provides written medical documentationNOInfected wound or pustule boilExclude from work When infected wound is properly coveredNOSneezing, coughing, or runny nose Exclude from work When symptoms have stoppedNOCrew members and managers are required to report to their supervisor at the onset of any of the following symptoms:NorovirusShigellaE.coliHepatitis ASalmonella TyphiManagement will take action according with the following table:Diagnosed DiseaseRequired Minimum ActionWhen can they return to normal work status?Notify DHHS?NorovirusExclude from work for 48 hours unless otherwise approvedAfter 48 hours have passed from end of symptoms or approved by DHHS or medically clearedNOShigellaExclude from work 7 daysAfter 7 days have passed from end of symptoms or approved by DHHS or medically clearedNOE. coliExclude from work 7 daysAfter 7 days have passed from end of symptoms or approved by DHHS or medically clearedYESHepatitis AExclude from work until DHHS allows them to returnAfter approval from DHHSYESSalmonella TyphiExclude from work until DHHS allows them to returnAfter approval from DHHSYESCrew members will take the initiative to call co-workers to cover their shift.Crew members will call their manager, if possible, 4 hours prior to their shift. If your manager/supervisor is unavailable, leave a message on their voice mail, then personally contact any manager/supervisor on duty to discuss the municationHarassment FreeOne of our values is that Bridge Seafood to have a fun and positive work environment.It follows that the work environment must be fun for all crew members. Jokes, comments, and any other communication degrading any group of people will not be tolerated. While such communication may be fun for a few, it can be humiliating for the target group and is considered harassment. Harassment of any form (verbal, physical or visual) will not be tolerated. Should you feel you are the victim of harassment of any form, please report the incident to any member of the management team. We will investigate each incident and take appropriate corrective action. Remember, no corrective action is possible if we are not aware of the incident.Equal Opportunity EmployerBridge is an Equal Opportunity Employer. We comply with all US laws set forth by the Equal Employment Opportunity Commission.Open Door PolicyThe management team at Bridge Seafood believes that our success will only come through our crew. We will always be searching for better ways of doing our business and realize most of the improvements will come from our crew. We will maintain an open door policy to communicate with our crew. Should you have a suggestion for improvement, a problem or complaint, professional or personal, please feel free to discuss it with your manager. If you are not satisfied with the results of such a discussion with your manager, arrange a meeting with the Operations Manager or the Managing Partner. Crew MeetingsCrew meetings can be an extremely effective means of communicating for both crew and management. Sometimes we have to all get together to discuss certain topics. Such a meeting is only effective if all the work groups attend. At these times we will have mandatory meetings. Such meetings will be posted at least one week in advance and your attendance will be required as that of any other scheduled shift. If there is a reason you cannot attend, you must contact your manager prior to the meeting. Failure to do so and not attending will be treated as missing a regularly scheduled shift. Mandatory meetings will be paid at the meeting wage for all crewmembers.For growth and knowledge, we will conduct informational meetings, such as beverage tastings and seminars. These meetings will be voluntary meetings, where attendance will not be required but recommended. Such meetings are generally fun, educational, and usually include free food or beverages! Voluntary meeting attendance is at the discretion of the crewmember and is not compensated.Every working day each shift will have Front of the House and Back of the House pre-shift meetings. These meetings are required for all crewmembers scheduled at the time of the meeting. These meetings will be the main means of communication of daily specials, tasting of new food and beverage items, upcoming events, team goals, and results achieved. Bulletin BoardsBulletin boards will be utilized to communicate employment laws, meeting notices, policy changes, and other memorandums. They are located in the crew area. Please take the time to check the bulletin boards for new information on a daily basis.WorkplaceNature of EmploymentEmployment with Bridge Seafood is voluntarily entered into, and the crewmember is free to resign at will at any time, with or without cause. Similarly, Bridge Seafood may terminate the employment relationship at will at any time, with or without notice or cause, so long as there is no violation of applicable federal or state law. Bridge Seafood is adoptinghas a Three3 Strikes Policy, which would leadleads to automatic termination after the third strikeas well. Policies set forth in this handbook are not intended to create a contract, nor are they to be construed to constitute contractual obligations of any kind.SchedulingAll schedules at Bridge Seafood will be posted on a minimum weekly basis, with at least one full week posted at all times. All requests for days off within the 90 open season should be given to your manager in writing prior to the season’s first training day, in writing, by the Monday prior to posting. After that point it will be your responsibility to cover any personal requests. Please remember a request is simply that, a REQUEST, and there will be times when we may not be able to honor all requests. FOH schedules will be emailed to the crew and posted in the reservation book, which will be kept at the front desk. BOH schedules will be posted on Chef’s office door. Changes to the schedule will only be made by an MOD and documented in appropriately.Work Place AccountabilityStandardAt Bridge Seafood, we strive to give you the tools to be successful at work. Implementing our standards and our mission is your job as a crewmember. Each crewmember will be accountable for their actions at work. During the workday, you will be expected to follow all standards, to go above and beyond with our “Can Do” attitude to give our guests the best experience possible. Some examples of accountability at work:Showing up on time, in uniform, ready to pleting daily tasks, without having to be asked (opening, closing duties)Working with other crew members towards the overall goals of the restaurant If you see something that needs to be done, do it, don’t wait for someone else to come along. If there is trash on the ground, don’t step over it, pick it up. TimelinessYou are expected to be on the floor, in uniform and ready to clock-in at your scheduled shift time (this includes mandatory meetings). Merely being on the premises is not considered being on time. If you are not going to be on time, you must call as soon as possible and speak with a manager.You may clock in as you come onto the floor in uniform, or begin your side work. You may not begin working prior to your scheduled time (including pre-shift meetings), without management approval. You are expected to clock-out as you leave your station, unless you are doing side work or your dailyt report.a cash out You are not to be clocked-in as you are changing into or out of uniform.BreaksThe nature of our business is such that breaks will not be scheduled. If you need to leave the floor or your station for any reason, other than to use the restroom, inform a Manager/Chef, your “buddy,” and the lead host, so we may ensure that your guests are taken care of. It is appropriate that you have ten minutes of rest for each four hours worked (this includes cigarette breaks), and a meal break if working longer than six hours. Please note you are required to clock-out for breaks longer than 20 minutes.Crewmembers under the age of 18 are required to take a 30-minute break if working more than five hours in a shift. The break must be after the first hour of work, and before the end of the fifth hour of work. You must clock-out for this break.PhasingDue to the nature of our business, the exact time of the end of your shift will be dictated by the day’s business. All phasing will be at the discretion of the Manager/Chef on duty, not the host. However, the host may inform you of the decision. Please direct any questions about phasing to the MOD/Chef.Recipe ConfidentialityBridge Seafood recipes were written to attract our guests and encourage return visits for more. To make this happen, it is crucial that all recipes remain the property of the Company. It is also important that crewmembers have access to recipes to gain knowledge of ingredients and procedures. Inevitably guests will ask for specific recipes. It is our policy that we only give guests a list of major ingredients, but not quantities or procedures. All recipes remain property of Bridge Seafood; unauthorized disclosure may result in disciplinary action up to and including termination.Personnel FilesPersonnel files for each crewmember are confidential. Only Managers/Administrative staff members will have access to the personnel files. We will gladly review your file with you at any appropriate time. With the implementation of our 3 Strikes Policy, all strikes will be noted in the employee file and signed for by the employee and the manager. If you do not want your telephone number listed on the schedule, please inform your Manager immediately. It is important that you keep us current with personnel information such as address and telephone numbers, so we can get a hold of you and send out information like W-2 forms. It is especially important that we have accurate emergency information should you need to be hospitalized. Emergency information should be a local contact and out of state contact if applicable. Cash HandlingProper cash handling is an important part of every business. Those crewmembers handling cash will accept the responsibility of turning in cash and receipts equal to your shift sales on a daily basis. At the end of each shift you will reconcile your cash and receipts on a “check out” sheet. Bring you check out to a Manager at the end of your shift and they will verify your cash drop. The next day, the opening manager will reconcile all paperwork. If it is and if not correct, you will be contacted within 12 hours and the discrepancy will be rectified within 24 hours. Remember, you are held accountable for your check out sheet and money transactions.TerminationThere are two types of termination: voluntary, the one initiated by you, the crewmember, and involuntary, the one initiated by management. In the event that you chose to terminate your employment with us, we ask that you give us at least two weeks notice. Involuntary termination should never come as a surprise to a crewmember.Three Strikes Policy The Three3 Sstrikes Ppolicy is a clearly a way for the employees to understand how termination may result from their actions. Poor groominmg, after being toldgiven a verbal warning is a strike; a second2nd lateness counts as a first strike; continuing to underperform after being told whatspoken with and shown how you are supposed to be doing itto do it correctly, is a strike. All strikes will be noted in the employee file and signed by the employee and the manager. A total of three strikes, whether or not they are for similar infractions, will result in immediate termination. TipsOur policy is outlined in the tip agreement that our FOH crewmembers will read and sign during training.House RulesDiscountsEmployee discounts are available when dining as a guest in the restaurant. Employees receive a discount on food for up to four people of 25%.Crew MealsFOH crew meals will be available at a discounted rate of 50% from a predetermined limited menu to any FOH crewmember working a four-hour or more shift. BOH crew meals will be offered at no cost from a predetermined limited menu to any BOH crewmember working a four-hour or more shift. Crew meals must be taken to-go or eaten in the crew room. Crew meals may not be consumed on the floor of the restaurant. If a crewmember wishes to dine in the restaurant after their shift, they may purchase food at the employee discount rate of 25% and must be out of uniform.Crew Eating AreaAll crewmembers must eat in the crew room. Only one or two bites are allowed in the kitchen or bussing areas during crew tastings. You may consume a beverage in your own, non-breakable container with a lid, on the floor of the restaurant, but they should not be consumed in the guests’ view. No glassware is allowed on the kitchen line or bus station, all beverages must be in covered approved containers. Storage of BelongingsBridge Seafood will provide a crew storage area which the crew may store belongings during their shift. For your own protection, do not bring large sums of cash or valuables into the restaurant. If you have no option other than bringing them, ask a manager to store them in the safe during your shift. Uniform changing other than chefs coat or work shirt over a tee shirt, must be done in the bathroom stalls. Please remember the crew area is your area - keep it clean!ParkingBridge Seafood has the back lot reserved for employee parking, please display your parking sticker on the back window. Without your sticker in full view, you may be towed! Our lot is under the same operating standards and restrictions of all municipal laws. Without your sticker in full view, you may be towed!RestroomsThe only restrooms available to the Bridge Seafood crew are the public restrooms. Please remember you will be in the public eye, remove your apron before entering the restroom. It is also expected that you participate in maintaining restrooms cleanliness at all times. SmokingBridge Seafood is a nonsmoking establishment. If a crewmember has the wish to smoke, he or she may do so in the employee parking lot out of view of our guests. You are required to remove your apron and remove or cover your Bridge Seafood shirt or chef coat prior to exciting the building. According to the municipal ordinance you must be a minimum of 30 feet from the door. Please refer to the “breaks” section of the manual for guidelines on the length and quantity of smoke breaks. Upon completion of your break please wash hands prior to returning to your station.Telephone UseBridge Seafood telephones are to be used for business only. Personal calls can be made or taken during a regular break, or before or after shift. In the case of an emergency, a crewmember can always be reached through the front desk. BOH and FOH crewmembers need to keep cell phones turned off while working. Managers may use cell phones for business purposes. Cell phones can be used for personal calls only on breaks, before or after shift in the break rooms, or out in the back parking lotdoors. In the case of an emergency, the cell phone can be left on and kept on your person with the approval of your Manager.AppearanceUniformsThe first impression of our crew by our guest will be formed by our appearance. This is just as true for BOH crewmembers as for FOH crewmembers. Maintaining uniforms is the responsibility of crewmembers. Shirts, chef coats, pants, and aprons need to be clean and wrinkle free for each shift. Normal wear and tear is expected and when your issued uniform parts show wear, let your Manager/Chef know. All uniforms need to be in “like new” condition.Bridge Seafood Front of the HouseSupplied by the CrewmemberBridge Seafood logo shirt, only top button of men’s shirt may be undoneBlack dress pantsBlack dress shoesDark socksWine opener (servers, BTs)$40.00 bank (servers)If you choose to wear an undershirt, it must be white and tucked inBlack bistro apronBridge Seafood/Catering Back of the HouseSupplied by Bridge Seafood- These garments are to be used and stay at Bridge SeafoodChef coats (cooks)Black apronsSupplied by the Crewmember Instant read ThermometerSharpie & buddy padBlack leather, fully closed, non slip shoesChef approved pants Bridge Catering Front of HouseSupplied by the CrewmemberWhite button down collaredd shirtSolid black tie, tasteful tie bar optionalBlack dress pantsBlack dress shoesDark socksWine opener (servers, BTs)If you choose to wear an undershirt, it must be white and tucked inBlack bistro apronGroomingHairHair should be styled in a professional, moderate manner. Any crewmember serving food or beverage must have his or her hair off the shoulder. If his or her hair is longer than shoulder length it must be restrained so it will not touch a tray carried at shoulder level. Kitchen crew with hair below the top of the collar must wear a hair net and tuck their hair under their hat.Mustache & BeardAcceptable if neatly trimmed, subject to management approval. Any new facial hair growth must be done during time off the schedule.JewelryAll jewelry must be moderate in style. A manager must approve any jewelry other than those listed:Rings are limited to a wedding ring only in the BOHRings are limited to two rings per hand, small in size, and easily cleaned for FOHEarrings must not hang down more than 2 inches with a maximum of two per earNose jewelry must be conservative in style, not more than 1/8 inch diameterEyebrow jewelry and tongue studs must be removed while workingOther pierced body parts need to be concealed from the guest view or removed while workingA bracelet may be worn, must be small, unobtrusive, and easily cleanedA necklace may be worn, must be small, unobtrusive, and must be tucked inside the uniform shirt at all timesBody ArtAll body art/tattoos must be moderate in style, size, and quantity. Vulgar or offensive body art/tattoos must not be visible while working.FingernailsNeed to be kept clean and trimmed short for BOH crewmembers. FOH crewmembers may wear nail polish that is conservative in color and free of chips. Chipped or unkempt nail polish must be removed, nail polish remover is stored in the office.Over Consumption PolicyServing alcoholic beverages is a privilege granted to us by the Municipality. As with any privilege, there comes responsibility. It is our responsibility to serve alcohol in accordance with the guidelines established by the Alcoholic Beverage Control Board. The intent of such laws is to maintain public safety. The basics of the laws are:We do not serve any person under the age of 21. It is the guest’s responsibility to have positive proof of their age.We do not allow guests to become intoxicated on our premises.We do not serve intoxicated guests nor allow them on the premises.To serve alcohol you must have a TIP/TAM card. The TIP/TAM program is to insure proper training to recognize the signs and progressive stages of the influence of alcohol. You must obtain a TIP/TAM card to begin training and serving.Bridge Seafood supports and will enforce these laws as policy. It is our intent that we never serve a guest to the point of being legally drunk. However, should we realize that we are dealing with an intoxicated person, we will do whatever it takes, short of physical constraints, to make sure that that person does not drive. These steps will include but not be limited to finding another member of the guests party to drive, utilizing the CHARR Off The Road Program, offering free coffee and/or food, offering taxi service (if necessary at our expense), calling a friend, asking for their keys, or calling police if they insist on driving. Remember, it is our responsibility to not create a safety problem for the public.It is the server’s responsibility, both professionally and legally, to determine the level of intoxication and to make the call if necessary not to serve a guest an alcoholic beverage. Should you feel that you must make such a call, please inform a Manager prior to informing a guest. If it is not possible to inform the Manager first, inform us as soon as possible. As a Management team it is our policy to support any such call a server makes, whether we agree with it or not. We ask to be informed so we can get the facts from you prior to being approached by the guest.Bridge Seafood Crew Manual ChecklistPlease initial next to each section:Who We AreF.I.S.H. FactorGeneral InformationBenefits & LeaveSafetyHealth PolicyCommunicationWork Place AccountabilityThree Strikes Policy House RulesAppearanceOver Consumption Policy_____Three Strikes Policy I acknowledge that I have read and agree to the Bridge Seafood Crew Manual.NameSignatureDate ................
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