TEAM LEADER BRIEFING

As part of our drive to improve standards and continue to provide and excellent service to our customers, we are launching our Team Leader programme which offers staff members an opportunity to develop their skills and provides a route within the business to become management.

The role of a Team Leader is to:

Lead and motivate the team

Manage operations and admin by providing direction and guidance

Manage performance of the team

Organise tasks and set goals

Solve problems and resolve conflicts

Care for the health, safety and welfare of your team.

Team Leaders will have responsibility over the operations of the location they are assigned to.

This means not only looking after the bar, but the floor, and ensuring set-up is completed efficiently.

Team Leaders will report directly to the Assistant Manager and remember a manager is responsible for strategy and oversight and have the authority to make decisions for which they are accountable. Team Leaders are there to communicate and guide.

Contents

2.

Operational Structure

Your Team,

Your Location

Line Management Structure. 

 

3.

Failing to Plan, is Planning to Fail

Training Staff

Staffing Levels

Venue Support

Organised Till Area = Happy Team Leaders 

 

4. 

Every Transaction Gets a Receipt     

Team Leaders should Supervise

No Drinking Wastage is OK - not recording it is not

Suspicious Behaviour - Report It!

Recording Tips

5.

Maintaining Standards in Service and Cleanliness - Quiet Time, Cleaning Time.

Help Others Team

Leader Reports.

Paperwork

Operational Structure 

Each location will have the following allocated to it:

• Team Leader

• Venue Support

In addition to these permanent staff, management will try and establish core teams for each location to ensure standards are maintained by creating ownership and team spirit.

Team Leader Tasks

Below you will find tasks and advice for carrying out your role.

Your Team, Your Location 

Team Leaders are always responsible for their dedicated location. This means the ultimate responsibility for the operational set-up of the location is yours. You should be checking things like:

• Posters are up and correct

• Correct price list is up

• Location set-up is right (you should speak to the manager for this information)

• Staff are in place and managed correctly

• Any potential hazards are eliminated

 

Line Management Structure

The line management structure of the venue is designed to prioritise management time based on risk, skill and urgency.
Your direct report is to the Bar Manager. This means you should take all your issues to them (and log them in the What's App group If they cannot find a solution, they will escalate it as the diagram below.

This structure is in place when the venue is in operation. Please do not step outside the boundaries of your role as it confuses staff.

Failing to Plan, is Planning to Fail

Always plan ahead for events and make sure bars are stocked properly at the beginning, during and at the end of the shift.
Keep an eye on the stock level, ice and other items during events

Order stock with plenty of time in hand before it runs out

Remember during the after-hours handover period (Sunday morning 03:30-04:15, 06:00-06:45) the venue support team will be busy and unable to bring you stock or ice - you should order before this time

 

Training Staff 

New staff will always be booked to come early for their shift. We should always ensure they are made to feel welcome and trained correctly on how we operate.

Always help new bar staff and buddy them up with another person on the bar

It's very important they learn the correct procedures and become comfortable with the role

Let them serve as many customers as they can and at the same time teach them others basics, like restocking fridges, changing bottles etc

You must give your feedback about any trial staff to management at the end of their shifts

 

Staffing Levels 

Each event is assessed on the staffing levels it requires to maximise the revenue for the business, and ensure people are working with an evenly spread workload.

The Rota will have allocated staff for your location, but you can still to management about making changes - asking for more or lowering the number. You should always be conscious of having too many staff on shift and should be letting management know when you think can release some staff.

Before anyone is allowed to finish their shift, the Team Leader should always check if there is anything else for them to do. You may want to check with other Team Leader's who's events may need staff.

Venue Support

Your location will have it's own permanent member of the Venue Support Team. You should both work extremely closely as this is your room to manage between you. It is vital to make your team strong and ensure you always get the person you want - so call for them by name on the radio - no need to call 'bus boy'.

Organised Till Area = Happy Team Leaders

Till areas should be clean and organised correctly to ensure efficient and effective service.
This includes: • Stapler • Operational printer • Operational EFTPen • Operational UV light •Spare till rolls

 

the following helps to ensure speed of service and quick cashing up:

Notes should all face the same way

PDQ receipts should be neat and tidy so they can be filed correctly - feel free to ask for elastic bands so you can organise them

Drinks tickets should be torn and stapled to the receipt and placed in the till Order change before you run out

Coins in order (only open bags as you need them)

Checking Notes

Please make sure all staff routinely check notes under UV lights to ensure they are genuine.

If the light is broken, there are spares in the OPS office. We do not accept old £20s, £10s, £5s and £1s.

Every Transaction Gets a Receipt

A receipt should be issued to the customer for every transaction.

If there is any issue with the receipt printers or tills, please inform management immediately.

Keep enough receipt paper in your location so that you do not run out.

 

Team Leaders should Supervise

A large part of your role is to monitor the activity of bar staff to minimise staff mistakes, wastage and prevent theft. Make sure you observe the staff as well as making sales.
You should make sure staff always follow the company policy.

 

No Drinking

Staff are not allowed to drink, that includes drinks offered by the customers.

Drinking behind the bar is strictly prohibited, unless authorised by senior management.

Please also note that taking alcohol without paying is theft, which is not tolerated. If staff are found to be stealing company property, i.e. alcohol, then we reserve the right to involve the Police and the staff member will be subject to disciplinary action.

Wastage is OK - not recording it is not

Correctly recording wastage allows us to maintain good stock control procedures, it is therefore vital wastage is recorded correctly on the till at all times.

Any wastage should be recorded on the till immediately

Staff will not get into trouble for recording wastage, they will if they do not record it

Wastage must be recorded as if it is not, the stock check will be wrong

Wastage must be witnessed so that people do not abuse the system

Suspicious Behaviour - Report It!

As a licensed premises we have a duty to promote the licensing objectives which includes the Prevention of Crime & Disorder. To promote this licensing objective it is important that staff reports any suspicious or unusual behaviour no matter how small it is, even when it is from another staff member. We would rather check it out, than put the Premises Licence at risk of enforcement action.

Please inform management if you feel any staff member is not behaving normally including being under the influence of drink, drugs or acting out of the ordinary.

Tips are monitored so that we can see when someone make an unusually high amount compared to other people on the bar they are working.

Remember that staff must show the notes given as tips to the camera, inform the team leader and record it with the time.

 

Recording Tips 

All tips, including team leader tips, must be recorded by management (Assistant Manager/Manager/Operations Manager/Duty Manager) on the Tip Log.

Please make sure any staff leaving early declare their tips and give correct share for the venue support team.

Staff are not allowed to count their tips during their shifts, only management can do this.

 Breaks 

We know staff work hard, but it is vital as a Team Leader that you ensure the rules around breaks are fairly applied to all staff including those who do not smoke. You should monitor staff breaks as when staff take too many breaks it puts pressure on other staff.

Only 1 staff per bar can go for their break at a time, regardless of how busy the event is

Staff are entitled to 20 minutes of break for every 6 hours they work

Any cigarette break time or other is included in that 20 minutes break time

Any staff, including team leaders, found roaming anywhere else apart from the staff break area will get a warning from management and disciplinary action may be taken.

Team Leader Breaks

Team Leaders must get their breaks authorised by management and you should not leave the bar without their permission.

Remember to leave your radio on the bar whilst taking your breaks, so other bar staff can use it in case of emergency.

Maintaining Standards in Service and Cleanliness - Quiet Time, Cleaning Time

Please make sure staff are always carrying out their duties when on shift regardless of how quiet it may be. If the event is not busy, staff can clean and tidy the bar, stock can also be tidied and left organised.

As a Team Leader you should advise staff how to maintain our standards.

Please remember serving is not their only job, staff should also restock the fridges and help each other, especially when it is busy.

Helping Others

During busy periods - such as the end of the shift, or change overs, staff should always help the venue support team and coat check staff.

Remember as a Team Leader you are responsible for your whole location so ensure that you keep an eye on coat checks, toilet queues etc.

We all are part of a great team and should always work together.

Team Leader Reports 

Each week, each Team Leader, should send an email report with the issues on their bar from that weekend.

This should include:

Any incidents of note

List of faulty equipment

Any Zonal issues

Any maintenance issues

Any bar equipment needed

Paperwork

There is compulsory paperwork for every bar which must be completed during the shift.

REMEMBER YOU ARE RESPONSIBLE FOR ENSURING THE BINS ARE EMPTIED FROM THE BARS AT THE END OF THE SHIFT.

Bar Opening & Closing Check List

Bar Opening & Closing Check List books should be always left on the bars. Staff should use these as a guide to opening and closing the bars correctly, and then Team Leaders should check and initial each step. A member of management will come to the bar to check on this and score the checks out of 10.

Bar Paperwork

allows bar staff to record any information that need to regarding the shift including:

Wastage

can be logged but should always be put through the till system when a witness is avaialble.

Mistakes Log

allows mistakes on the till to be recorded. Management should come and correct the actions throughout the shift.

Notes

is used to make notes of any faulty equipment, tips or anything else. One Bar Paperwork should be issued per till.

Stock Check Paperwork

Stock should be counted at the end of the last shift that location is open and given to management when completed.

Staff can do things to save time like ensuring bars are not overstocked but also close some fridges once counted.