# Hospodality — Standard operating procedures

Source: https://www.hospodality.com · hello@hospodality.com

## Standard operating procedures (54)

### Bar opening

1. **Arrive and secure the building.** Arrive at least an hour before doors and walk the outside of the building before you unlock. Look for signs of a break-in, damage or anything left overnight by the bins. Disarm the alarm, lock the door behind you and note the time in the opening log.
2. **Lights, power and heating.** Switch on back-of-house lighting first, then the bar and floor. Check the fridges, glass chillers and ice machine have power and are running at the right temperature. Set heating or air conditioning so the room is comfortable by the time the first guest walks in.
3. **Read the handover.** Read last night's closing notes and the diary before anything else. Look for broken equipment, reported incidents, staff issues, reservations, deliveries and anything the licence holder has flagged. If something is unclear, message the closing manager now rather than discovering it at eight o'clock.
4. **Check the cellar.** Go down and do the daily cellar checks before you pull a pint: cellar temperature, gas levels, any leaks, cask status and kegs on line. Swap any empties that were left and make sure spare kegs of your fast sellers are connected or ready. Never open the bar without knowing what is actually on tap.
5. **Pull through the lines.** Pull each beer line until it pours clear and bright, then taste a small sample from every tap. Discard the first pull into the drip tray or waste bucket and log it as line waste. Anything cloudy, flat, sour or fobbing goes off sale until it is sorted.
6. **Ice and garnish.** Empty and sanitise the ice wells, then fill them with fresh ice from a clean scoop, never a glass. Prep garnishes in labelled, dated containers and keep them chilled. Cut only what you expect to use before the next prep window.
7. **Stock the fridges and back bar.** Restock fridges from the stockroom, rotating so older stock sits at the front. Fill the back bar spirits, check every bottle has a pourer or that measures are clean and to hand. Make sure the house pour of every spirit and wine is open and ready.
8. **Measures and price lists.** Check stamped measures are present and in good condition, since spirits like gin, rum, vodka and whisky must be sold in prescribed quantities. Make sure the price list is displayed and current, and that smaller wine measures are offered and shown as the law requires. Remove any sticky or broken thimble measures.
9. **Till and float.** Count the float into the till in front of a second person if your policy requires it and sign the float sheet. Log in, check the till date and time, and run a test transaction if the system has been updated. Check the card machine is charged, online and has paper.
10. **Glassware and washer.** Fill and start the glasswasher, check chemical levels and run a cycle to bring it up to temperature. Polish enough glassware for the first hour and check for chips, which go straight in the broken glass bin. Make sure the right glass for every serve is stocked on the bar.
11. **Front of house check.** Walk the floor and toilets as if you were a guest. Check tables are clean, menus are in good order, toilets are stocked and the music and lighting are set for the time of day. Make sure fire exits are clear and unlocked and extinguishers are in place.
12. **Licensing and notices.** Confirm the premises licence summary is displayed and that the designated premises supervisor's details are current. Check the Challenge 21 or Challenge 25 signage is up, along with any required notices for the venue. Make sure the incident and refusals logs are on the bar.
13. **Brief the team.** Run a short pre-shift briefing with everyone on the shift. Cover bookings, specials, anything off sale, the last night's issues and who is doing what. Confirm who holds the personal licence on site and who is first aider.
14. **Open the doors.** Do a final look across the bar, unlock at the advertised time and not before. Note the opening time and any outstanding issues in the log. Be behind the bar and ready when the first guest arrives, not still filling the ice well.

### Bar closing

1. **Call last orders clearly.** Call last orders at the time set by your licence and house policy, loudly and in a friendly way, and ring the bell if you use one. Tell each table personally if the room is busy or noisy. Make sure staff stop serving at the licensed time, not when the last person reaches the bar.
2. **Drinking-up time.** Allow the drinking-up period your licence or house policy sets, and begin collecting glasses and empties straight away. Turn the music down and the lights up gradually to signal the end of the night. Do not rush guests aggressively, because an angry exit is a disorder risk.
3. **Clear the room safely.** Move guests towards the exit in a calm, polite way, working from the back of the room to the front. Check the toilets, smoking area and any hidden corners before you declare the building clear. Keep an eye out for anyone too intoxicated to get home safely and act on it.
4. **Lock the doors.** Lock the main door once the last guest has gone and check every other external door. Keep at least two staff in the building until the cash-up is done if you can. Never let a member of the public back in after lockdown, whatever the story.
5. **Shut down the beer system.** Turn off coolers only if your system and supplier recommend it; most should stay on. Wipe down fonts and drip trays and soak nozzles and spouts in clean water or sanitiser. Put back any spare product that was brought up but not used.
6. **Clean the glasswasher.** Run the last load, switch off, drain and remove the filters and wash arms. Clean them, wipe the inside and leave the door ajar so it can dry and air overnight. Log any faults so the opener can chase the engineer.
7. **Empty and clean ice wells.** Empty the ice wells and dry them with clean cloths. Wipe out the ice machine door seal and close it properly. Never leave cloths, scoops or tongs sitting in the ice.
8. **Clean the bar surfaces.** Clear the bar top, wipe and sanitise every surface, mats and drip trays. Clean speed rails and the outsides of bottles, then cap pourers or cover them. Sweep and mop behind the bar, paying attention to broken glass under the fridges.
9. **Restock for tomorrow.** Restock fridges and back bar so the opener starts with full stock, rotating as you go. Make a list of anything you ran out of or got low on for the order. Leave garnish containers labelled with dates or throw them away if they will not last.
10. **Cash up.** Take the till to a secure office and follow the cash-up procedure with a witness if your policy says so. Never count money on the bar in sight of a window or a door. Bag the takings, record the result and put everything in the safe.
11. **Rubbish and recycling.** Bag general waste and separate glass and recycling as your waste contract requires. Take bins out only with a second person if it is late and dark, and lock the bin store. Do not leave bottles out where they could be used as a weapon or spill on the street.
12. **Final walk round.** Walk the whole building with the checklist: taps off, gas cooker off, toilets clear, windows shut, fire exits secured as per policy. Check nobody is hiding in toilets or storerooms. Switch off lights and non-essential equipment.
13. **Write the handover.** Write the closing notes: takings, incidents, refusals, broken equipment, stock shortages and staff issues. Be specific so the opener can act without needing to call you. Sign the log with the time you closed.
14. **Set the alarm and leave together.** Set the alarm, lock up and leave with colleagues rather than one by one. Check the door is secure from outside. If anything suspicious is happening outside, go back in and call the police rather than walking into it.

### Cellar daily checks

1. **Check cellar temperature.** Read the cellar thermometer when you first go down and write it on the log. Cask ale needs a cellar around eleven to thirteen degrees, so investigate if it is drifting. Report a cooler fault straight away because warm cellars ruin beer within a day.
2. **Look for leaks.** Check the floor, couplers, gas lines and python for drips or pooling. A small leak of beer is a waste issue; a gas leak is a safety issue. If you hear hissing or smell anything unusual, leave the cellar and follow your gas safety procedure.
3. **Check gas cylinders.** Check every cylinder's contents and that it is chained or secured upright. Change any that are nearly empty before service rather than mid-rush. Keep spare cylinders stored safely and away from heat.
4. **Confirm CO2 safety.** If your cellar has a gas detector, check it is on and showing normal. Carbon dioxide is heavier than air and can collect at low level, so never ignore an alarm. Know where the ventilation controls are and leave the door open while changing cylinders.
5. **Check the kegs on line.** Check the weight or remaining level of every keg connected. Bring forward replacements for anything likely to run out during service. Note any keg that is past its best-before date.
6. **Check cask status.** Walk the stillage and check every cask is tapped, vented or resting as planned. Check spiles and taps are in the right state for each stage of conditioning. Note anything ready to go on sale and anything nearing the end of its life.
7. **Python and cooler.** Check the cooler is running, that its water bath is at the right level and that it is not iced up. Look at the python for damage or condensation dripping onto stock. Call the service engineer for anything unusual.
8. **Housekeeping.** Keep the floor dry and swept, stock off the floor on racking and walkways clear. Wipe up spills before they become slippery or sticky. Make sure drains are clear and not smelling.
9. **Stock rotation.** Make sure older stock is in front of newer stock for kegs, bottles and casks. Check delivery labels and rotate everything that came in yesterday. Move short-dated stock up so it gets used first.
10. **Safe access.** Check the cellar hatch, steps and lighting are safe. Make sure the drop is secured and any trap door is closed or properly guarded when in use. Never lift kegs on your own if your training says two people.
11. **Record and sign.** Write the temperature, gas levels, issues and actions in the cellar log and sign it. A log with times and initials is your evidence of good practice. Leave it in the same place every day so anyone can find it.
12. **Flag problems.** Tell the manager on duty about anything that affects service, safety or quality. Raise service calls promptly, with the fault described accurately. Put tape or a notice on anything that should not be used.

### Beer line cleaning

1. **Plan the clean.** Clean lines on the schedule your brewery or system supplier recommends, usually every week for traditional systems. Book it for a quiet time, with the bar warned. Tell the team which products will be off sale and for how long.
2. **Put on protective equipment.** Line cleaner is a strong chemical and must be handled with care. Put on gloves and eye protection as the product's safety data sheet says. Keep the chemical in its original labelled container and never decant it into drinks bottles.
3. **Disconnect the kegs.** Turn off and disconnect each keg coupler from its keg and fit it to the cleaning socket or bucket system. For casks, follow your system's method for flushing the line. Label each tap so nobody serves while the line holds chemical.
4. **Flush with water.** Pull clean water through every line until all the beer is gone and the water runs clear. This avoids wasting cleaner on beer and makes the clean more effective. Discard the waste water down a suitable drain.
5. **Make up the cleaning solution.** Mix line cleaner with water to the exact strength on the label, adding chemical to water not water to chemical. Use a dedicated, clearly marked bucket or cleaning bottle. Too weak will not clean; too strong can damage the lines.
6. **Fill the lines.** Pull the cleaning solution through each line until it shows at the tap, usually indicated by a colour change. Make sure every line is fully filled so there are no air pockets. Put the tap labels back on to show chemical is in the line.
7. **Leave to soak.** Leave the solution for the contact time on the label, often around twenty minutes to half an hour. Pull a little fresh solution through partway to agitate the line. Do not leave cleaner in the lines longer than recommended.
8. **Clean the fittings.** While the lines soak, take apart the tap nozzles, sparklers and couplers. Soak them in cleaning solution, scrub and rinse thoroughly. Check washers and seals for wear and replace them if they are damaged.
9. **Rinse thoroughly.** Flush every line with clean water until there is no colour change and no chemical smell or taste. Test with pH or indicator strips if your system provides them. A line must not go back on sale until it is proven free of cleaner.
10. **Reconnect and pull through.** Reattach couplers to kegs and pull beer through until it pours clear and normal. Taste a sample from each line yourself before it goes back on sale. Log the beer used in pull-through as line waste.
11. **Record the clean.** Write the date, time, lines cleaned and who did it in the line-cleaning log. Note the product and dilution used. Keep the log with the cellar records.
12. **Tidy away.** Rinse and store buckets and equipment in the cellar, away from food and drink. Return chemicals to a locked or designated storage area. Wash your hands thoroughly and remove protective equipment.

### Cask ale conditioning

1. **Receive and stillage.** When casks arrive, check the label, best-before date and that they are undamaged. Put them on the stillage straight away, in their final position, with the shive facing up. Moving a cask after it settles disturbs the sediment.
2. **Let it rest.** Leave the cask to settle at cellar temperature, usually at least a day. A cask that came off a lorry warm and shaken needs time before you do anything. Keep the cellar at the temperature your brewery recommends.
3. **Vent with a soft spile.** Tap the shive with a soft porous spile to let excess gas escape. The beer may froth out a little, which is normal. Watch it over the next hours, since lively casks will fob through the spile.
4. **Monitor conditioning.** Check the soft spile regularly. When the froth stops and the spile is only slightly damp, the beer is close to ready. This can take hours or a day depending on the beer and the cellar.
5. **Fit a hard spile.** Once conditioning slows, replace the soft spile with a hard, non-porous one to hold the condition in. This keeps the beer lively until service. Remove the hard spile only when you are pulling beer.
6. **Tap the cask.** Knock the tap into the keystone firmly with a mallet when the cask has rested, usually before venting or as your house method states. Do it in one confident movement so you do not spray beer everywhere. Make sure the tap is closed first.
7. **Check clarity and taste.** Pull a small sample into a clear glass and hold it to the light. It should be bright, aromatic and tasting as it should, not hazy, vinegary or flat, unless the beer is meant to be hazy. If it is not ready, give it more time.
8. **Connect and pull through.** Connect the line to the tap and pull through until fresh beer reaches the pump. Taste again at the bar. Put the pump clip on only when it is ready to sell.
9. **Manage spiles in service.** Take the hard spile out during service so beer can flow, and replace it at close to keep condition overnight. Leaving it out lets the beer go flat. Leaving it in during service can stop the pump drawing.
10. **Watch the life of the cask.** Once a cask is on sale it has a limited life, often a few days. Note the date it went on and plan to finish it in time. Size your cask choices to your trade so you are not throwing away half-full barrels.
11. **Tilt the cask.** When a cask is near empty, tilt it carefully with an auto-tilt or by hand to get the last of the clear beer. Do it gently so you do not stir the sediment. Stop serving when the beer starts to cloud.
12. **Take it off and clean up.** Turn off the tap, disconnect the line and remove the empty cask, sealing it for return. Clean the line before connecting the next cask. Log the cask's finish date and any waste.

### Glasswasher care

1. **Check the chemicals.** At opening, check detergent and rinse aid levels and that the feed tubes are in the right containers. Never swap or mix chemicals from different products. Wear gloves when changing containers.
2. **Fill and heat.** Fill the machine and let it reach working temperature before the first load. Most commercial glasswashers have a wash and rinse temperature shown on the display. Washing at low temperature leaves glasses greasy and unsafe.
3. **Load correctly.** Empty dregs, ice, straws and garnish before loading. Place glasses upside down in the correct rack, not overcrowded or stacked. Overloading stops water reaching every glass.
4. **Run the cycle.** Run the full cycle without opening the door early. Interrupting a cycle can scald you and leaves glasses half-washed. Use the right programme for the glassware.
5. **Unload and inspect.** Unload carefully when the cycle finishes and let glasses air dry or polish them with a clean cloth. Check each one for lipstick, smears or chips. Rewash marked glasses and bin chipped ones.
6. **Keep the water fresh.** Change the wash water during service as the manufacturer recommends, especially after a busy period. Dirty water redeposits residue on glasses. Note how often you do it in a busy session.
7. **Clean filters.** Remove and rinse the filters several times during a busy shift, and properly at close. Blocked filters mean dirty water and poor results. Throw away collected debris safely.
8. **Clean wash and rinse arms.** At close, take out the wash and rinse arms and clear the jets with a small brush or pin. Rinse them and refit them in the correct place. Blocked jets cause streaky glasses.
9. **Descale as needed.** In hard water areas scale builds up and reduces performance. Follow the manufacturer's descaling instructions and use the recommended product. If you have a water softener, check it is maintained and topped up with salt.
10. **Leave the door ajar.** After cleaning at night, leave the door open slightly to let the machine dry and avoid smells. Switch off at the isolator if your policy says so. Never leave standing water overnight.
11. **Report faults.** Note poor results, leaks, error codes or temperature problems in the maintenance log. Call the service engineer rather than poking around in the electrics. Put up a notice if the machine is out of use.
12. **Train new staff.** Show every new starter how to load, run and clean the machine safely. Explain the chemical hazards and where the safety data sheets are kept. Do not let untrained staff change chemicals.

### Cash-up and float

1. **Choose a secure place.** Cash up in a locked office or a space out of public view, never on the bar. Close blinds and doors. Have only the people who need to be there present.
2. **Use a witness where policy requires.** Count with a second person where your policy says so, especially for large takings. Two signatures protect both people from accusations. Never let one person handle cash alone if your policy forbids it.
3. **Print the till reading.** Run the end-of-day report on the till before you count, so you know what the system expects. Do not reset the till until the count is complete and checked. Keep the report with the paperwork.
4. **Remove the float.** Count out the float first, in the denominations the opener needs. Put it in a float bag or drawer and record the amount. The float is not takings and should not be banked.
5. **Count the cash.** Count notes by denomination, facing the same way, and then coins. Count twice or have the witness count independently. Write the totals on the cash-up sheet.
6. **Check for counterfeits.** Check suspicious notes using your detector pen or ultraviolet light and look for the security features. If you find a counterfeit, do not put it back into circulation. Follow your policy for reporting it, which usually involves the police or bank.
7. **Reconcile card and other payments.** Add card totals from the card machine report, vouchers, accounts and any other tenders. Compare the total to the till reading. The difference is your overs or unders.
8. **Investigate variances.** Small variances happen, but anything above your threshold must be explained. Check for void sales, refunds, miskeyed amounts and tips mixed in. Record your findings honestly on the sheet.
9. **Handle tips correctly.** Keep tips separate from takings and follow your venue's written tipping policy. In the UK, tips must go to workers in full under the tipping law, and there must be a fair, transparent distribution. Never use tips to cover shortfalls.
10. **Bag and seal.** Put takings in a sealed, numbered bag and write the amount and date on the paperwork. Store it in the safe straight away. Do not leave cash bags on desks.
11. **Record and sign.** Both counters sign the cash-up sheet. Put the paperwork with the till report and card reports. File it where finance or the general manager expect it.
12. **Banking.** Follow your company's banking procedure, using a cash collection service or varying times and routes if staff take it themselves. Never tell anyone outside the team when banking happens. Keep receipts for every deposit.

### Card machine end-of-day

1. **Check all tabs are closed.** Before you run the end of day, check every table and bar tab is paid and closed. Open tabs make the reconciliation wrong. Chase any outstanding payments with staff.
2. **Collect all terminals.** Bring every card machine to the office, including handheld ones from the floor. Check none are still in staff pockets or aprons. Count them so you know they are all there.
3. **Run the end-of-day report.** Run the end-of-day or banking report on each terminal as your provider instructs. This usually totals the day and sends the batch for settlement. Keep the printout or digital report.
4. **Compare with the till.** Compare the card totals with the card payments recorded on the till. Look for differences caused by split bills, wrong tender types or failed transactions. Record any variance.
5. **Check refunds and voids.** Look at every refund on the report and make sure it was authorised and has a reason. Refunds to cards should go back to the card that paid. Unexplained refunds are a fraud risk and must be escalated.
6. **Check tips on card.** Total card tips separately and record them for the tips distribution. Make sure they are not counted as sales. Follow your written tipping policy.
7. **Charge the machines.** Put every terminal on charge overnight. A flat machine at opening slows service. Check cables and bases are working.
8. **Secure the terminals.** Store the terminals securely in the office or safe. A stolen card machine can be used for refund fraud. Never leave them on the bar overnight.
9. **Report faults.** Note any terminal that dropped connection, declined cards incorrectly or showed errors. Contact your provider with the terminal number. Arrange a replacement if needed.
10. **File the reports.** Attach card reports to the day's cash-up paperwork. Keep them as your company's records policy requires. These help resolve disputes and chargebacks later.
11. **Protect card data.** Never write down card numbers or keep customer receipts showing full card details. Shred anything with card information. Follow the card industry security standards your provider sets.

### Refusing service

1. **Know the law.** Under the Licensing Act 2003, it is an offence to knowingly sell alcohol to a person who is drunk, or to obtain it for them. It is also an offence to sell to anyone under eighteen. You have a legal duty, not just a choice, to refuse.
2. **Spot the signs early.** Watch for slurred speech, unsteady movements, glazed eyes, aggression or over-loud behaviour. Notice who is buying rounds for someone who is drunk. The earlier you notice, the easier the conversation.
3. **Check ID properly.** Follow your Challenge 21 or Challenge 25 policy and ask for ID from anyone who looks under that age. Accept only the forms your policy allows, such as a passport, photocard driving licence or a card with the PASS hologram. Check the photo, date of birth and security features.
4. **Be calm and private.** Approach the person quietly and calmly, ideally away from their friends. Be polite and do not make a scene. Use a simple, non-judgmental explanation.
5. **Use clear language.** Say something like: I'm sorry, I can't serve you any more alcohol tonight. Do not argue about how drunk they are or lecture them. Offer water, a soft drink or food.
6. **Keep it about the law.** Explain that it is the law and your licence, not a personal decision. This takes the heat out of it. Do not make promises like maybe in half an hour.
7. **Tell the team.** Tell other bar staff and the manager so the person does not get served elsewhere at the bar. Point them out discreetly. Make sure the door team knows too.
8. **Watch for proxy purchasing.** Watch for friends trying to buy drinks for the refused person. Refuse them too if you believe it is for the refused person. Explain politely that you cannot sell drinks for someone who has been refused.
9. **Help them get home safely.** If the person is very drunk, think about their safety. Offer to call a taxi or a friend and keep an eye on them. Do not put a vulnerable person out on the street alone.
10. **Escalate if needed.** If they become aggressive, step back and call the manager or door team. Do not get physical. Call the police if there is a risk of violence.
11. **Record the refusal.** Write the refusal in the refusals log with the time, description, reason and what happened. This is evidence of good practice and helps at licence reviews. Do it while it is fresh.
12. **Support the staff member.** Refusing service can be stressful. The manager should check in with the staff member. Back them up, even if the guest complains.

### Handling an ejection

1. **Decide it is necessary.** Ejection is for people whose behaviour poses a risk, breaks house rules or the law, or who refuse to leave when asked. The manager or door supervisor decides. Make sure there is a clear reason you can explain.
2. **Get the right people.** Call door supervisors or senior staff before approaching. Only licensed door supervisors should deal with physical removal where the venue uses them. Staff should not put hands on anyone unless absolutely necessary to prevent harm.
3. **Ask politely first.** Approach calmly and ask the person to leave, explaining briefly why. Use their name if you know it and keep your tone steady. Most people leave when asked respectfully.
4. **Give space and time.** Stand at an angle, not face to face, and keep a safe distance. Give them a moment to collect belongings and friends. Do not crowd them.
5. **Avoid confrontation.** Do not argue, insult or threaten. Do not touch them unless they become violent. Keep other guests away.
6. **Use reasonable force only as last resort.** Any force must be reasonable, proportionate and necessary under the law. Door supervisors should be trained in physical intervention. Stop as soon as the risk is controlled.
7. **Walk them out.** Escort them to the exit and make sure they leave the premises. Do not push them out into traffic or a dangerous place. Consider their safety, especially if they are drunk or vulnerable.
8. **Do not leave them vulnerable.** If the person is very intoxicated, injured or vulnerable, you still have a duty of care. Make sure they have a safe way home or call help. Never abandon someone who cannot look after themselves.
9. **Prevent re-entry.** Tell the door team and staff that the person is not to be readmitted tonight. Describe them clearly. Follow your venue's policy on bans.
10. **Call the police if needed.** Call the police if there was violence, a crime, threats or if they refuse to leave. Your licence conditions may require it. Give clear facts.
11. **Record and keep CCTV.** Write a full incident report with times, names of staff involved, what happened and any injuries. Make sure CCTV is retained as your licence requires. Body-worn camera footage should also be saved.
12. **Debrief.** After the incident, talk through what went well and what could be better. Check staff are okay. Update procedures if needed.

### Drink spiking response

1. **Take every report seriously.** If a guest says they think they have been spiked, believe them and act. Never dismiss it as just being drunk. Fast action can prevent harm.
2. **Keep them safe and with someone.** Move the person to a quiet, safe place, ideally a welfare area, with a trusted friend or staff member. Never leave them alone. Do not let them leave with someone they do not know.
3. **Check their condition.** Watch for confusion, drowsiness, loss of balance, vomiting, breathing problems or unconsciousness. If they are seriously unwell, call 999 immediately. Follow first aid training.
4. **Call emergency services if needed.** Call 999 for medical emergencies. Tell them you suspect spiking. Follow their advice.
5. **Preserve evidence.** Keep the drink or glass if possible, untouched, and give it to the police. Do not wash it. Note who served the drink and what time.
6. **Encourage reporting to police.** Encourage the person to report to the police, who can arrange testing. Some substances leave the body quickly, so testing should happen as soon as possible. Your venue may have a specific spiking policy; follow it.
7. **Inform the manager and door team.** Tell the manager and door team immediately. They can look out for suspicious behaviour and check CCTV. Consider whether others may be at risk.
8. **Secure CCTV.** Make sure CCTV is kept and not overwritten. Note the cameras and times relevant to the incident. The police will ask for it.
9. **Help them get home safely.** If they do not need hospital, help them get home with someone they trust. Call a taxi or contact a friend or family member. Do not put them in a car with strangers.
10. **Record the incident.** Write a full incident report with times, descriptions, actions taken and who was involved. Include what the guest said. This helps patterns be spotted.
11. **Review prevention.** Check what can be done to stop it happening: drink covers, testing kits, staff training and watching for suspicious behaviour. Share learnings with staff. Work with local police and licensing schemes.
12. **Support staff.** These incidents can be upsetting. Check in with the staff involved. Offer support if needed.

### First aid incident

1. **Make the area safe.** Check for danger to yourself, the casualty and others before going close. Clear people away and remove hazards like broken glass or spills. Do not become a second casualty.
2. **Call the first aider.** Shout or radio for the trained first aider on shift. Everyone should know who that is from the briefing. If no one is available, do what you safely can.
3. **Assess the casualty.** Check whether they are responsive and breathing normally. If not, call 999 and start CPR if trained. Send someone for the defibrillator if you have one.
4. **Call 999 when needed.** Call for an ambulance for serious injuries, unconsciousness, breathing problems, chest pain, severe bleeding, suspected stroke or allergic reaction. Give the address and clear details. Send someone to meet the ambulance.
5. **Treat within your training.** Give first aid only to the level you are trained. Use the first aid kit and gloves. Do not give medication unless trained and permitted, other than helping someone use their own auto-injector or inhaler.
6. **Keep them comfortable.** Keep the casualty warm, calm and still. Reassure them. Do not give food or drink if they might need surgery.
7. **Protect privacy.** Use screens or move other guests to give the casualty privacy. Do not let people film. Be discreet.
8. **Handle bodily fluids safely.** Wear gloves and use a spill kit for blood, vomit or other fluids. Dispose of waste safely. Clean and disinfect the area.
9. **Hand over to paramedics.** Tell paramedics what happened, what you saw and what you did. Hand over any information you have. Let them take charge.
10. **Record in the accident book.** Write the incident in the accident book with details of the person, injury, cause and treatment. Store records in line with data protection law. Keep them confidential.
11. **Report if required.** Some injuries and incidents must be reported to the Health and Safety Executive under RIDDOR. Check with your manager or company policy. Do it within the deadlines.
12. **Restock and review.** Restock the first aid kit. Review what caused the incident and fix it. Check the staff involved are okay.

### Fire alarm in service

1. **Know the plan before it happens.** Under the Regulatory Reform (Fire Safety) Order 2005, the responsible person must have a fire risk assessment and an evacuation plan. Every staff member should know their role, the exits and the assembly point. Walk new starters through it on their first shift.
2. **Treat every alarm as real.** When the alarm sounds, act as if it is a real fire unless your plan says otherwise. Do not wait to see smoke. Do not finish what you are doing.
3. **Stop service and music.** Stop serving immediately and turn off music and raise lights if your system does not do it automatically. Make a calm, clear announcement. Do not let staff go back for belongings.
4. **Make equipment safe if quick.** Switch off gas and cooking equipment only if it is quick and safe, such as pressing the emergency stop. Never delay evacuation. Kitchen staff should know their shut-down routine.
5. **Guide guests out.** Direct guests to the nearest safe exit, not necessarily the one they came in by. Use clear instructions. Keep people moving and do not let them use lifts.
6. **Sweep your area.** Designated staff should check toilets, storerooms and quiet areas as they leave. Do not open doors that are hot or show smoke. Close doors behind you to slow the fire.
7. **Help vulnerable people.** Help guests with mobility issues, disabilities or young children. Follow any personal emergency evacuation plans. Use refuges if your building has them and tell the fire service.
8. **Go to the assembly point.** Lead everyone to the assembly point and keep them away from the building and the road. Keep them there until told it is safe. Do not let people wander off.
9. **Take a roll call.** The fire marshal checks staff are all accounted for using the rota and sign-in sheet. Use bookings to estimate guests. Tell the fire service about anyone missing.
10. **Call the fire service.** Make sure someone has called 999 unless your system automatically alerts a monitoring centre that does. Give the address and what you know. Meet the fire service and give them information.
11. **Do not re-enter until told.** Nobody goes back in until the fire service or the responsible person says it is safe. Explain to guests why they need to wait. Be patient and firm.
12. **Handle unpaid bills fairly.** Guests may leave without paying. Do not chase them. Record what you can and accept losses rather than put people in danger.
13. **Record and review.** Record the alarm, the cause, how long evacuation took and any problems. Reset the alarm only once the cause is known. Review your plan and train staff again if things went wrong.

### Lost property

1. **Collect items promptly.** When staff find an item, pick it up straight away and bring it to the manager or designated area. Do not leave it lying around. Items left on tables often belong to people still nearby.
2. **Handle with care.** Handle items carefully and do not go through them more than needed to identify the owner. Wear gloves if the item is dirty or a sharp object might be involved. Never keep anything for yourself.
3. **Log every item.** Record each item in the lost property log: date, time, where found, who found it and description. Give it a number and label it. Do not write in the log what money or valuables are inside in detail.
4. **Secure valuables.** Put phones, wallets, keys, jewellery, cash and cards in a locked safe or cabinet. Keep other items in a secure area. Limit who has access.
5. **Try to find the owner.** Check the bookings list and card payments for the time and table. If a phone rings, answer it and arrange a return. Be careful with privacy and do not go through personal data more than needed.
6. **Verify ownership.** When someone claims an item, ask them to describe it in detail before you show it. Ask for ID for valuables. Record who collected it, when and their signature.
7. **Handle bank cards.** Follow your policy for bank cards, which often means destroying them securely or returning them to the bank after a short time. Never use them. Record what you did.
8. **Hand in illegal or dangerous items.** Hand weapons, drugs or suspicious items to the police. Do not touch them more than needed. Record what you did.
9. **Post items if needed.** If an owner wants an item posted, agree costs and a method in advance. Use tracked delivery for valuables. Keep proof of postage.
10. **Set a holding period.** Hold items for the period in your policy, often a few weeks or a few months for valuables. After that, dispose, donate or pass to the police as your policy says. Record what happened to each item.
11. **Protect personal data.** Treat items with personal information carefully under data protection law. Do not post photos of lost property with names or details online. Shred paperwork securely.

### Kitchen opening

1. **Arrive and check the space.** Arrive with time to prepare before service. Check the kitchen is as it was left, with no pest activity, leaks or damage. Report any problems to the head chef or manager.
2. **Wash hands and change.** Put on clean whites, apron and hair covering. Remove jewellery other than a plain band. Wash your hands thoroughly before touching anything.
3. **Check fridges and freezers.** Check and record the temperature of every fridge and freezer. Fridges should be at five degrees or below, though the legal limit in England is eight degrees; freezers at minus eighteen or below. Act on anything out of range immediately.
4. **Check equipment.** Turn on ovens, hobs, grills and fryers and check they are working. Make sure extraction is on before gas cooking. Report faults straight away.
5. **Check the gas safety interlock.** Many commercial kitchens have an interlock that cuts gas if the extraction is off. Make sure the extraction is running. Never override safety systems.
6. **Check stock and deliveries.** Check what is in stock for the day's menu. Check deliveries are expected and the receiving area is clear. Note any shortfalls for the head chef.
7. **Check dates and labels.** Look at labels on everything in the fridges and throw away anything past its use-by. Check prepped food is within the shelf life your system allows. Rotate stock so older items are used first.
8. **Set up sanitiser.** Prepare sanitiser at the right dilution and put it in labelled spray bottles. Fill sinks for washing and sanitising. Have clean cloths ready, colour coded as your system says.
9. **Set up sections.** Each chef sets up their section with the equipment, utensils and mise en place they need. Use colour-coded boards and knives to prevent cross-contamination. Keep raw and ready-to-eat apart.
10. **Start prep list.** Work through the prep list in priority order. Label everything with the item, date and use-by. Store prepped items correctly.
11. **Check allergens.** Check the allergen matrix is up to date for today's menu and specials. Make sure any changes in suppliers or recipes are reflected. Brief the team on allergens.
12. **Complete opening checks.** Complete the opening checklist in your food safety management system, such as the Safer Food, Better Business diary. Sign it. Make sure it is accurate.
13. **Pre-service briefing.** Join the pre-shift briefing with front of house. Cover the menu, specials, 86 items and allergens. Make sure everyone knows the plan.

### Kitchen closedown

1. **Stop cooking and cool food.** When service ends, stop cooking and start cooling food that is being kept. Cool hot food quickly, ideally within ninety minutes, before refrigerating. Use shallow trays, ice baths or a blast chiller.
2. **Store and label.** Wrap or cover food, label with the item, date and use-by, and store it in the right fridge or freezer. Keep raw below cooked. Do not overload fridges.
3. **Throw away what cannot be kept.** Discard food that has been out too long, has been reheated already or cannot be kept safely. Log waste in the waste log. Never keep food just to save money if it is not safe.
4. **Turn off equipment.** Turn off ovens, hobs, grills, fryers and other equipment. Turn off gas at the main valve if your procedure says. Let equipment cool before cleaning.
5. **Filter or change fryer oil.** Filter fryer oil when it has cooled to a safe temperature, using the correct method and protective equipment. Change oil when it is dark, smoky or smells. Never leave hot oil unattended.
6. **Clean surfaces.** Clean and sanitise all work surfaces, chopping boards and equipment using the two-stage method: clean first, then sanitise. Follow the contact time on the sanitiser. Rinse if needed.
7. **Clean equipment.** Clean ovens, hobs, grills and other equipment as the cleaning schedule says. Degrease extraction filters as scheduled. Do not leave grease build-up, which is a fire risk.
8. **Wash up.** Wash all pots, pans and utensils and leave them to air dry. Run the dishwasher properly. Store clean items correctly.
9. **Clean floors and drains.** Sweep and mop floors, moving equipment where possible. Clean drains and gullies. Leave floors dry if possible.
10. **Take out rubbish.** Empty bins, clean them and put in fresh liners. Take waste to the bin store and close lids. Separate food waste as your contract requires.
11. **Check fridges again.** Check and record fridge and freezer temperatures before leaving. Make sure doors are closed properly. Report problems.
12. **Complete closing checks.** Complete closing checks in the food safety diary, such as Safer Food, Better Business. Sign it. Note any problems for the morning.
13. **Final check.** Check gas is off, equipment is off, taps are off and lights are off. Lock the back door. Leave the kitchen ready for the opener.

### Temperature logging

1. **Know why it matters.** Food safety law requires food businesses to have procedures based on HACCP principles. Temperature control is one of the most important. Logs show you are controlling the risks.
2. **Use a calibrated probe.** Use a digital probe thermometer and check its accuracy regularly, for example with iced water and boiling water. Record the calibration check. Replace it if it is inaccurate.
3. **Clean the probe.** Clean and sanitise the probe before and after each use, especially between raw and cooked food. Use probe wipes or sanitiser. This stops cross-contamination.
4. **Check fridges and freezers.** Check and record fridge and freezer temperatures at least twice a day, usually at opening and closing. Read the display and check with a probe in a product or a glass of water. Act if out of range.
5. **Check cooking.** Probe cooked food in the thickest part. A core temperature of seventy-five degrees for thirty seconds, or an equivalent time and temperature combination, is a common safe standard. Record checks as your system says.
6. **Check hot holding.** Food kept hot must be kept above sixty-three degrees. Check and record hot holding regularly. Discard food that drops below for too long, as your system specifies.
7. **Check cooling.** Record the time food goes into cooling and the time it reaches the target temperature. Cool as quickly as possible, ideally within ninety minutes. Use a blast chiller if you have one.
8. **Check reheating.** Reheat food to a high enough temperature, in Scotland at least eighty-two degrees, and in England seventy-five degrees is common. Reheat only once. Record the temperature.
9. **Check deliveries.** Probe chilled and frozen deliveries before accepting them. Chilled food should be at or below the temperature your system sets; frozen should be frozen solid. Reject anything out of range.
10. **Record properly.** Record the temperature, time and your initials. Be honest; never fill in logs in advance or invent figures. Inspectors can spot fake logs.
11. **Act on problems.** If a reading is wrong, act: move food, check equipment, call an engineer, discard food. Record the action in the log. A log with problems and actions shows good management.
12. **Review logs.** Managers should review logs weekly. Look for patterns and trends. Keep logs for the time your system requires.

### Receiving deliveries

1. **Plan delivery times.** Agree delivery windows with suppliers that avoid busy service. Make sure someone trained is available to receive. Keep the delivery area clear.
2. **Check the vehicle.** Look at the delivery vehicle and driver for hygiene. Chilled and frozen food should come in a refrigerated vehicle. Note any problems.
3. **Check against the order.** Check the delivery against the order and the delivery note. Check quantities, weights and items. Note any shortages or substitutions.
4. **Check the temperature.** Probe chilled and frozen food. Reject anything above the temperatures in your food safety system. Record the temperatures.
5. **Check packaging.** Check packaging is undamaged, clean and sealed. Reject damaged, wet or dirty packaging. Look for signs of pests.
6. **Check dates.** Check use-by and best-before dates. Reject food with too short a shelf life for your needs. Do not accept food past its date.
7. **Check quality.** Check the quality of fresh produce, meat and fish. Look for freshness, colour, smell and texture. Reject anything below standard.
8. **Check allergens and labels.** Check the product is the one specified, especially for allergens. If the supplier has changed a product, check its allergen information. Update the allergen matrix.
9. **Sign and note problems.** Sign the delivery note and write any problems, rejections or shortages on it. Get the driver to sign too. Keep a copy.
10. **Put away quickly.** Put chilled and frozen food away first, within minutes. Then put away dry goods. Do not leave deliveries in a corridor.
11. **Rotate stock.** Put new stock behind or below older stock so older stock is used first. Label anything without a label. Remove outer packaging where your system says.
12. **Record the delivery.** Record the delivery in your goods-in log, including temperatures and checks. Give invoices to the manager. Contact the supplier about problems.

### Stock rotation FIFO

1. **Understand FIFO.** First in, first out means you use the oldest stock first. It cuts waste and keeps food safe. It applies to food, drinks and dry goods.
2. **Label everything.** Label stock with its delivery date or the date it was prepared. Use day dots or labels with the item and use-by date. Unlabelled food is a hazard.
3. **Put new stock behind.** When putting away deliveries, move older stock forward and put new stock behind it. On shelves, put new stock at the back or bottom. Never put new stock in front.
4. **Check dates daily.** Check use-by dates every day. Throw away food past its use-by. Use food near its date first.
5. **Understand use-by and best-before.** Use-by dates are about safety; do not use food after them. Best-before dates are about quality. Food past best-before may be safe but check your policy.
6. **Use short-dated stock first.** Plan specials and prep around short-dated stock. Tell the chef what needs using. This cuts waste.
7. **Rotate drinks.** Apply FIFO to bottles, kegs, casks and soft drinks. Check dates on bottled beers and mixers. Use older stock first.
8. **Keep storage tidy.** Keep storage areas organised so rotation is easy. Have a place for everything. Do not overstock.
9. **Check frozen stock.** Label frozen food with the date it was frozen. Use frozen stock within your policy's timescale. Do not refreeze thawed food unless it has been cooked.
10. **Train staff.** Train every staff member on FIFO. Check they are doing it. Correct mistakes.
11. **Monitor waste.** Use waste logs to see if rotation is working. If lots of food is going out of date, change ordering or storage. Talk about it in team meetings.

### Weekly stocktake

1. **Set a fixed time.** Do the stocktake at the same time each week, usually before opening or after closing on the same day. This makes figures comparable. Avoid counting during deliveries.
2. **Prepare count sheets.** Use a count sheet or app that lists items in the order they sit in storage. Include units and sizes. Update it for new products.
3. **Organise storage.** Tidy storage before counting so stock is easy to see. Group like items together. Put deliveries away first.
4. **Count accurately.** Count every item, including open bottles. Measure open spirits by weight or tenths, as your system says. Count kegs by weight or remaining volume.
5. **Count in pairs.** Count in pairs where possible: one counts, one writes. Check each other. This cuts mistakes.
6. **Include all areas.** Count the cellar, stockroom, back bar, fridges, kitchen and any other storage. Do not forget event or function stock. Miss nothing.
7. **Record waste and transfers.** Make sure waste, breakages, staff drinks and transfers are recorded. These affect the result. Missing records make the stocktake meaningless.
8. **Enter figures.** Enter counts into the stock system or spreadsheet. Check for errors. Compare with the previous week.
9. **Calculate gross profit.** Calculate the cost of sales: opening stock plus purchases minus closing stock. Compare with sales to get gross profit. Compare with your target.
10. **Investigate variances.** Look at items with large differences between expected and actual usage. Check for miscounts, missing invoices, wastage, over-pouring or theft. Investigate carefully.
11. **Act on findings.** Change ordering, portion control, training or security as needed. Talk to the team about results. Celebrate improvements.
12. **Keep records.** Keep stocktake records and reports. Use them to track trends. They are needed for accounts.

### Waste logging

1. **Know why.** Waste costs money and affects gross profit. Logging it shows where it comes from. It also helps reduce environmental impact.
2. **Set up a waste log.** Keep a waste log in the kitchen and at the bar, on paper or in an app. Make it easy to fill in. Put it where waste happens.
3. **Record every item.** Record every item thrown away, with the date, item, quantity, reason and initials. Include food and drink. Be honest.
4. **Use clear categories.** Use categories like out of date, spoiled, overproduction, returned by guest, dropped or burnt. This shows patterns. Keep categories consistent.
5. **Record bar waste.** Record line pull-through, spillage, wrong drinks, returned drinks and broken bottles. Record staff drinks separately. Measure where possible.
6. **Record plate waste.** Note food coming back on plates. This can show portions are too big or a dish is not liked. Share with the chef.
7. **Weigh where possible.** Weigh food waste where you can. This gives better data. Some waste contractors provide weights.
8. **Review weekly.** Review waste logs weekly with the head chef and bar manager. Look for patterns. Compare with sales.
9. **Act on findings.** Change ordering, prep levels, portions or menus. Use leftover ingredients in specials or staff food where safe. Train staff on handling.
10. **Separate waste streams.** Separate food waste, recycling and general waste as your contract and local rules require. Rules on separating waste have been tightening in different parts of the UK, so check what applies to you. Keep bins clean.
11. **Donate surplus safely.** Consider donating surplus safe food to charities or apps. Make sure it is safe and within date. Follow food safety rules.

### Allergen order procedure

1. **Know the law.** UK food law requires businesses to give information about the fourteen major allergens in the food they serve. Staff must be able to answer questions accurately. Prepacked for direct sale food needs full ingredients labelling under Natasha's Law.
2. **Ask every guest.** Ask every table if anyone has allergies or dietary requirements before taking the order. Do this even if they did not mention it when booking. Make it routine.
3. **Listen carefully.** Ask what the allergy is and how severe it is. Clarify whether it is an allergy, intolerance or preference, but treat any allergy seriously. Do not guess.
4. **Check the allergen matrix.** Use the up-to-date allergen matrix or recipe information. Never rely on memory. If unsure, check with the chef.
5. **Speak to the chef.** Tell the chef directly about the allergy, not just on the ticket. Confirm which dishes are safe. The chef should confirm they can make it safely.
6. **Mark the order clearly.** Mark the allergy clearly on the order in the till or ticket, using the system's allergen flag. Write the allergen and the guest's seat. Make it impossible to miss.
7. **Be honest about risk.** If you cannot guarantee a dish is free from an allergen because of cross-contamination, say so. Do not say a dish is safe if you are not sure. The guest can then decide.
8. **Prepare separately.** The kitchen should prepare the allergen-free dish separately, with clean equipment, boards, utensils and hands. Use separate oil if frying. Keep it covered.
9. **Serve carefully.** Bring the allergen dish separately, ideally by the chef or the server who took the order. Confirm with the guest what it is. Do not garnish with anything not checked.
10. **Check drinks.** Check drinks for allergens too, such as nuts in liqueurs, milk in cocktails or sulphites in wine. Use the drinks allergen matrix. Tell the guest.
11. **Record changes.** Update the allergen matrix whenever recipes or suppliers change. Brief staff on changes. Keep records.
12. **Train staff.** Train every staff member on allergens and keep records of training. The Food Standards Agency offers free online allergen training. Refresh training regularly.

### Allergic reaction response

1. **Recognise the signs.** Signs include itching, rash, swelling of the lips, face or throat, difficulty breathing, wheezing, coughing, vomiting, dizziness or collapse. Anaphylaxis is a medical emergency. Act fast.
2. **Call 999.** If you think it is anaphylaxis, call 999 immediately and say anaphylaxis. Give the address. Send someone to meet the ambulance.
3. **Use their adrenaline auto-injector.** If the person has an adrenaline auto-injector, help them use it or use it for them as instructed on the device. Inject into the outer thigh. Note the time.
4. **Position them correctly.** If they are having breathing difficulties, let them sit up. If they feel faint, lay them down with legs raised. If they are unconscious and breathing, put them in the recovery position.
5. **Do not leave them.** Stay with the person. Do not let them walk around or go to the toilet alone. Reassure them.
6. **Give a second dose if needed.** If symptoms do not improve after five minutes and a second auto-injector is available, it can be given. Follow the device and 999 operator's instructions. Note the time.
7. **Start CPR if needed.** If the person stops breathing, start CPR if trained. Use a defibrillator if available. Continue until help arrives.
8. **Keep evidence.** Keep the food and packaging. Note what was eaten and when. This helps paramedics and any investigation.
9. **Inform the manager.** Tell the manager immediately. The manager should take charge and support staff. Keep other guests calm.
10. **Hand over to paramedics.** Tell paramedics what happened, what they ate, any medication given and times. Give them the auto-injector used. Let them take over.
11. **Record the incident.** Record everything in the incident book. Review the allergen process to find what went wrong. Inform your local authority if required by your policy.
12. **Support staff and review.** Talk to staff involved and support them. Review training and procedures. Make changes to prevent it happening again.

### Deep clean schedule

1. **Know the difference.** Daily cleaning keeps things tidy; deep cleaning reaches what daily cleaning misses. A schedule ensures nothing is forgotten. It is part of your food safety management system.
2. **List all areas.** List every area and piece of equipment: ovens, fridges, extraction, walls, floors, ceilings, drains, cellar, bar, toilets and storage. Include behind and under equipment. Do not miss anything.
3. **Set frequencies.** Decide how often each item needs a deep clean: weekly, monthly, quarterly or yearly. Base it on use and risk. Extraction ductwork usually needs specialist cleaning on a schedule.
4. **Assign responsibility.** Give each task to a named person or role. Make sure they have time on the rota. Check it gets done.
5. **Use the right chemicals.** Use chemicals suitable for each surface and task. Follow the label and safety data sheets. Never mix chemicals.
6. **Use protective equipment.** Provide and wear gloves, goggles and aprons as needed. Follow COSHH assessments for each chemical. Train staff on safe use.
7. **Move equipment.** Move equipment where possible to clean behind and under. Make sure it is turned off and isolated. Get help with heavy items.
8. **Clean top to bottom.** Clean from high to low so dirt falls onto areas yet to be cleaned. Finish with floors. Clean from the back to the front.
9. **Clean fridges and freezers.** Empty fridges, move food to other fridges, and clean shelves, walls and seals. Defrost freezers as the manufacturer recommends. Check seals for damage.
10. **Use specialists.** Use specialist contractors for extraction ductwork, pest control and some equipment. Keep certificates. Insurers often require ductwork cleaning records.
11. **Check and sign.** Check deep cleans have been done properly. Sign the schedule. Keep records.
12. **Review regularly.** Review the schedule regularly and update it for new equipment or problems. Use inspection feedback. Keep improving.

### Pest sighting

1. **Stay calm and act quickly.** If you see a pest or signs of pests, tell the manager immediately. Do not ignore it. Quick action stops problems growing.
2. **Identify the signs.** Look for droppings, gnaw marks, nests, smears, live or dead insects, or damage to packaging. Note where and what you saw. Take photos if possible.
3. **Protect food.** Remove and discard any food that might be contaminated. Cover or move other food. Clean and sanitise affected areas.
4. **Stop using affected areas.** If contamination is serious, stop using the area or equipment. If there is a serious infestation, you may need to stop trading. Food businesses must not trade with an imminent risk to health.
5. **Call pest control.** Call your pest control contractor. Most food businesses have a contract with regular visits. Do not use poisons yourself unless trained.
6. **Find the entry point.** Look for gaps, holes, open doors or drains where pests could get in. Seal gaps. Keep doors closed.
7. **Remove food sources.** Clean up food debris and spills. Store food in sealed containers off the floor. Empty bins regularly and keep lids closed.
8. **Clean thoroughly.** Deep clean affected areas. Remove droppings safely with gloves and disinfectant. Do not sweep droppings dry, which can spread disease.
9. **Record everything.** Record the sighting, action taken and pest control visits. Keep pest control reports. Inspectors will ask to see them.
10. **Follow up.** Follow pest control advice and check traps. Monitor for further signs. Review procedures.
11. **Inform the local authority if needed.** In serious cases, you may need to tell your local authority environmental health team. Your pest controller can advise. Being open helps.

### Restaurant floor opening

1. **Check the bookings.** Read the bookings for the day and note large tables, special occasions, regulars and allergies. Check for notes from the reservations system. Plan the floor.
2. **Plan the floor.** Assign sections to servers and plan table plans. Balance sections for covers and difficulty. Make sure large tables are set.
3. **Check the room.** Check lighting, temperature, music and cleanliness. Make sure tables are stable and chairs are clean. Fix anything that is wrong.
4. **Lay tables.** Lay tables with clean cutlery, glassware, napkins and condiments to the house standard. Check everything is polished and spotless. Make every table identical.
5. **Check menus.** Check menus are clean, current and in good condition. Insert specials. Make sure allergen information is available.
6. **Set up stations.** Set up service stations with cutlery, napkins, condiments, water, bread and anything else needed. Make sure they are stocked for service. Keep them tidy.
7. **Check toilets.** Check toilets are clean, stocked and smell fresh. Check baby changing facilities. Set up a toilet check rota for service.
8. **Check the entrance.** Check the entrance is clean, welcoming and well lit. Check signs and menus outside. Make sure the host stand is ready.
9. **Check card machines and tills.** Check card machines are charged and working. Check tills are on and logged in. Check printers have paper.
10. **Learn the menu changes.** Taste specials if possible and learn their descriptions and allergens. Know what is 86. Know wine pairings.
11. **Join the briefing.** Join the pre-shift briefing. Ask questions. Know your section and responsibilities.
12. **Final walk.** The manager does a final walk of the floor before doors open. Fix any last problems. Open on time.

### Table service sequence (steps of service)

1. **Greet at the door.** Greet guests warmly within seconds of arriving. Check their booking or ask if they have one. Take coats if your venue does.
2. **Seat the guests.** Lead them to the table at their pace, pull out chairs if appropriate and offer menus. Mention the server's name. Make them feel welcome.
3. **Approach the table.** The server approaches within a minute or two, introduces themselves and offers water. Ask if they have been before. Mention specials.
4. **Ask about allergies.** Ask if anyone has allergies or dietary requirements. Note them clearly. Follow the allergen procedure.
5. **Take drinks order.** Take the drinks order, suggesting aperitifs or house cocktails. Serve drinks promptly. Serve from the right where possible, or as the house style.
6. **Take food order.** When guests are ready, take the food order. Explain dishes, recommend favourites and suggest sides. Repeat the order back.
7. **Send the order.** Put the order through accurately with courses and allergens marked. Tell the kitchen of any special requests. Fire courses at the right time.
8. **Serve food.** Serve food promptly, with the right dish to the right person without asking who has what. Follow the serving order your house style sets, commonly clockwise from the host. Describe the dish.
9. **Check back.** Check back within two minutes or two bites to make sure everything is right. Fix problems quickly. Top up drinks.
10. **Clear plates.** Clear plates when everyone has finished, unless the table asks otherwise. Clear from the right. Crumb down if needed.
11. **Offer dessert and coffee.** Offer dessert menus, dessert wines and coffee. Describe desserts enticingly. Take the order.
12. **Present the bill.** Present the bill when asked or as the house style says. Explain any service charge clearly, since it is discretionary. Process payment efficiently.
13. **Say goodbye.** Thank guests, help with coats and invite them back. Open the door if you can. Make the last impression as good as the first.
14. **Reset the table.** Clear and reset the table quickly for the next guests. Check under the table for lost property. Tell the host it is ready.

### Taking a booking

1. **Answer promptly and warmly.** Answer the phone within a few rings with the venue name and your own. Smile as you speak, because it can be heard. If you are mid-service and cannot talk, take a number and promise a call back within a set time, then keep the promise.
2. **Check availability first.** Ask for the date, time and party size before anything else and check the reservations system live. Do not take a booking on a scrap of paper to enter later. If the slot is full, offer the nearest alternatives straight away.
3. **Take the essentials.** Take the guest's full name, a mobile number and an email address for confirmation. Spell the name back. Note whether the booking is for indoors, outdoors, the bar or a private area.
4. **Ask about the occasion.** Ask whether it is a special occasion, such as a birthday or anniversary. Note it so the floor team can mark it without being asked. Do not promise free items unless that is house policy.
5. **Ask about allergies and access.** Ask whether anyone in the party has allergies or dietary requirements and whether anyone needs step-free access or a particular seat. Record it in the booking notes. Make clear allergies will be confirmed again at the table.
6. **Explain the table time.** If tables are turned, tell the guest how long the table is theirs, politely and clearly. People mind a time limit far less when they hear it at booking than at dessert. Note it on the confirmation.
7. **Explain deposits or card holds.** If your venue takes deposits or a card to secure the booking, explain the amount, when it is charged and the cancellation terms. Take card details only through your booking system's secure link or terminal, never written down. Make sure the terms are in the confirmation.
8. **Large groups and set menus.** For larger groups, explain any set menu, pre-order deadline or discretionary service charge. Agree a lead contact for the group. Send the menu and pre-order form promptly.
9. **Read it back.** Read the booking back: name, date, day of the week, time, number of guests and any notes. Day-of-week mistakes are common, so always say it. Ask if there is anything else you can help with.
10. **Send confirmation.** Make sure the system sends a confirmation by email or text with the details, terms and how to cancel. If it does not send automatically, do it yourself. Confirmation cuts no-shows.
11. **Handle data properly.** Use the guest's details only for the booking unless they have opted in to marketing. UK GDPR and the Privacy and Electronic Communications Regulations govern marketing consent. Never tick the marketing box for them.
12. **Remind before the day.** Send or check reminders go out a day or two before, with an easy way to cancel. Call large bookings personally to reconfirm. Update the booking if numbers change.

### Handling no-shows

1. **Prevent first.** Most no-show reduction happens before the day. Send confirmations and reminders, make cancelling easy, and use deposits or card holds where your market supports them. A guest who can cancel in one tap usually will.
2. **Set a grace period.** Decide how long you hold a table after the booked time, commonly around fifteen minutes, and say so in the confirmation. Apply it consistently. Staff should not have to make it up on the night.
3. **Call when they are late.** When a booking is late, call the number on the reservation at around the ten-minute mark. Be friendly and ask whether they are still coming. Many lateness problems are traffic, not no-shows.
4. **Release the table.** When the grace period ends and you have no contact, release the table to walk-ins or the waiting list. Note the time and that you called. Tell the host team.
5. **Mark the booking.** Mark the reservation as a no-show in the system rather than deleting it. This builds a history you can use. Note any explanation if the guest later calls.
6. **Apply the charge fairly.** If you hold a card or deposit and your terms allow a charge, apply it as the terms state. The charge should be a fair reflection of loss rather than a penalty, and the terms must have been clear at booking. Follow your company policy on discretion.
7. **Communicate the charge.** Send a polite message explaining the charge and the terms agreed at booking. Keep the tone neutral. Offer a contact for questions.
8. **Handle disputes calmly.** If the guest disputes the charge, listen and consider genuine emergencies sympathetically. Have a clear manager-level rule for waiving. Keep records in case of a chargeback.
9. **Use the data.** Review no-show rates by day, time, booking channel and party size. Adjust deposits, reminders and overbooking where justified. Large-group no-shows usually need the firmest terms.
10. **Manage the waiting list.** Keep a live waiting list on busy nights so released tables fill quickly. Take mobile numbers and text when a table frees up. This turns a no-show into a seated cover.
11. **Never shame publicly.** Do not name or shame no-show guests on social media. It can breach data protection law and harms your reputation. Talk about no-shows in general terms if you want to raise awareness.

### Complaint recovery

1. **Welcome the complaint.** A guest who complains is giving you a chance to fix things before they tell others. Approach with that mindset. Thank them for telling you.
2. **Listen fully.** Let the guest explain without interrupting, and give them your full attention. Crouch to table height rather than standing over them. Do not get defensive or explain yet.
3. **Apologise sincerely.** Say sorry for their experience, sincerely and without blaming colleagues or the kitchen. An apology is not an admission of anything legal. Use their name if you know it.
4. **Clarify the problem.** Ask questions to understand exactly what is wrong. Repeat back what you have heard. Make sure you know what they would like to happen.
5. **Act quickly.** Fix what can be fixed straight away: replace the dish, correct the drink, move the table. Speed matters more than perfection. Tell the kitchen or bar clearly what is needed.
6. **Escalate to a manager.** Bring in a manager for anything you cannot resolve or any serious complaint. Brief the manager before they go to the table so the guest does not repeat themselves. The manager owns it from then.
7. **Offer a fair gesture.** Offer something proportionate to the problem, such as removing a dish from the bill, a drink or dessert. Do not overcompensate in a way that seems like a bribe. Follow your company's limits on comps.
8. **Check back.** Check back after the fix to make sure the guest is now happy. Show the problem is being taken seriously. Thank them again.
9. **Handle food safety complaints carefully.** If the complaint is about illness, a foreign body or an allergic reaction, follow your incident procedure. Keep the food and packaging if possible and record details. Do not admit liability; pass to the manager.
10. **Record it.** Record the complaint in the log with what happened and what you did. Patterns in complaints show where to improve. Share with the relevant team.
11. **Follow up afterwards.** For serious complaints, follow up by phone or email after the visit. Explain what you have changed. Invite them back.
12. **Learn from it.** Discuss complaints in briefings without blaming individuals. Fix the root cause. Praise staff who handle complaints well.

### Handling a bad review online

1. **Do not reply in anger.** Read the review, then wait before responding, ideally until you are calm. A defensive reply is read by every future guest. The audience for your response is them, not just the reviewer.
2. **Check the facts.** Find the booking, the bill and talk to the staff on shift. Check CCTV if relevant. Work out what really happened.
3. **Decide whether to respond.** Respond to most negative reviews, especially detailed ones. Short, vague or clearly fake reviews may need a brief, polite reply or a report to the platform. Never ignore a serious allegation.
4. **Thank and apologise.** Thank the reviewer for their feedback and apologise for their disappointing experience. Keep it genuine and specific. Avoid copied stock phrases.
5. **Address the issues.** Address the main points briefly and factually. If you have fixed something, say so. If they are wrong about a fact, correct it politely without arguing.
6. **Protect privacy.** Do not share personal details about the guest, their booking or their bill in a public reply. That can breach data protection law. Keep anything specific for a private conversation.
7. **Take it offline.** Invite the reviewer to contact a manager directly by email or phone. Give a real contact. This shows you care and moves the conversation private.
8. **Keep it short.** Keep replies short and professional. A long reply looks defensive. Sign it with a name and role.
9. **Never offer incentives for changes.** Do not offer gifts or discounts in exchange for removing or changing a review. UK consumer protection law treats fake or incentivised reviews seriously. Platforms also prohibit it.
10. **Report fake reviews.** If a review is clearly fake, malicious or breaks platform rules, report it through the platform's process. Provide evidence. Do not accuse the reviewer publicly.
11. **Learn and share.** Share real issues raised in reviews with the team. Fix the problem. Track review themes over time.
12. **Encourage happy guests.** Encourage satisfied guests to leave honest reviews, without incentives tied to positive ratings. Ask everyone, not only those you think will be positive. Genuine volume dilutes the occasional bad review.

### Pre-shift briefing

1. **Keep it short and regular.** Hold the briefing at the same time before every service, usually ten to fifteen minutes. Start on time. Everyone on shift attends.
2. **Welcome and check in.** Start by greeting the team and introducing anyone new. Check how people are. A positive start sets the tone.
3. **Cover the numbers.** Share the covers booked, walk-ins expected, large tables and timings. Flag VIPs or regulars. Highlight any special occasions.
4. **Go through the menu.** Explain specials, menu changes and dishes that are 86. Let the team taste where possible. Cover allergens in specials.
5. **Share drinks focus.** Mention any drinks to push, new wines or cocktails. Share descriptions and pairings. Set an upsell focus without being pushy.
6. **Assign sections and roles.** Confirm sections, stations, breaks and closing duties. Confirm the first aider, fire marshal and personal licence holder on duty. Make sure everyone knows their job.
7. **Cover safety and issues.** Mention any equipment problems, safety issues or incidents from last shift. Remind about refusals and ID. Share any security information.
8. **Share feedback.** Share guest feedback, reviews and complaints from previous shifts. Praise good work by name. Address problems without blaming.
9. **Set one focus.** Pick one thing to improve this shift, such as check-backs or table resets. Keep it simple and achievable. Review it at the end.
10. **Ask for questions.** Ask if anyone has questions or concerns. Listen properly. Answer or follow up.
11. **End positively.** End with energy and encouragement. Thank people. Then start service.

### Onboarding a new starter

1. **Check right to work.** Before the first shift, carry out right to work checks as the Home Office requires, using original documents or the online service where applicable. Keep a dated copy. Doing this properly protects you from civil penalties.
2. **Prepare paperwork.** Give a written statement of employment particulars on or before the first day, as UK employment law requires. Collect bank details, emergency contacts and tax information. Explain pay, holidays and tips policy.
3. **Plan the first week.** Plan the first week of shifts, including training time. Assign a buddy or trainer. Avoid throwing them into the busiest night alone.
4. **Welcome warmly.** Meet them at the door on their first day and introduce them to the team. Give them a tour, including staff areas, toilets and lockers. Make them feel part of the team.
5. **Cover health and safety.** Explain fire exits, assembly point, first aid, accident reporting and safe working. Show where safety data sheets and first aid kits are. Record this induction.
6. **Food safety and allergens.** Give basic food hygiene and allergen training before they handle food. Check they understand personal hygiene and illness reporting. Record training.
7. **Licensing training.** Bar staff must understand their duties under the Licensing Act 2003, including age checks and refusing drunk customers. Train them on your Challenge policy and refusals log. Record the training, as many licences require it.
8. **Explain policies.** Cover uniform, timekeeping, breaks, phones, staff food and drink, social media and conduct. Give them the staff handbook. Point out the grievance and disciplinary procedures.
9. **Train on systems.** Show them the till, card machines, booking system and rota app. Give them their login. Let them practise.
10. **Shadow and practise.** Let them shadow an experienced colleague before taking responsibility. Build up gradually. Give feedback.
11. **Check in regularly.** Check in at the end of each shift in the first week. Ask how it is going and answer questions. Fix problems early.
12. **Review at probation.** Hold a review at the end of the probation period. Give clear feedback. Confirm their employment or set targets.

### Rota building

1. **Start with the forecast.** Base the rota on forecast covers and sales by day and hour, using bookings, last year's figures and events. Staff to demand, not habit. Check against your labour cost target.
2. **Know the rules.** Follow the Working Time Regulations: rest breaks, daily and weekly rest and the average forty-eight-hour week unless the worker has opted out in writing. Workers under eighteen have stricter limits. Check contracts too.
3. **Collect availability.** Collect staff availability and holiday requests well in advance. Use a rota app or a shared form. Respect agreed patterns and contracts.
4. **Build the core shifts.** Fill key roles first: managers, personal licence holders, head chef, first aiders. Make sure every shift has the right skills. Do not leave a shift without a supervisor.
5. **Add the flexible cover.** Add part-time and flexible staff for peaks. Stagger start and finish times to match trade. Avoid everyone starting at once.
6. **Build in breaks.** Plan breaks into the rota so they actually happen. Workers over eighteen are entitled to a twenty-minute break when working more than six hours. Stagger breaks so service does not suffer.
7. **Avoid clopens.** Avoid closing then opening shifts with little rest. Workers are entitled to eleven hours of rest between working days. Tired staff make mistakes.
8. **Be fair.** Share good and bad shifts fairly. Avoid favouritism. Rotate weekends where possible.
9. **Publish early.** Publish the rota as early as possible, ideally two weeks ahead. Laws on predictable working patterns have been developing in the UK, so check current requirements. Early rotas cut no-shows and stress.
10. **Handle changes.** Have a clear process for swaps and changes, approved by a manager. Update the rota in one place. Tell everyone affected.
11. **Review the rota against trade.** After the week, compare labour hours with sales. Note where you were over- or under-staffed. Adjust future rotas.
12. **Pay correctly.** Make sure all hours worked are recorded and paid at least the National Minimum or Living Wage for each worker's age. Include time spent on mandatory training and closing duties. Underpayment is a serious problem.

### Holiday requests

1. **Know the entitlement.** Most UK workers are entitled to 5.6 weeks of paid holiday a year, which can include bank holidays. Part-time and irregular-hours workers get a pro-rata entitlement, with special rules for irregular hours. Check contracts.
2. **Set a clear process.** Have a written process for requesting holiday, with how much notice is needed. Use a rota app or form. Make sure everyone knows it.
3. **Publish blackout periods.** If there are busy times when holiday is restricted, such as Christmas, say so in advance. Be reasonable and consistent. Explain why.
4. **Respond promptly.** Respond to requests quickly, ideally within a set time. Approve or decline clearly in writing. Do not leave staff waiting.
5. **Be fair.** Use first come, first served or a fair rotation for busy periods. Avoid favouritism. Keep records.
6. **Check cover.** Before approving, check the rota has enough cover. Look at skills, not just numbers. Plan ahead.
7. **Record holiday.** Record all holiday taken and remaining. Share balances with staff. Keep accurate records.
8. **Pay holiday correctly.** Holiday pay should reflect normal pay, including regular overtime and some other payments. Rules for calculating holiday pay have changed in recent years. Check with payroll or an adviser.
9. **Encourage staff to take holiday.** Encourage staff to use their holiday throughout the year. Rest prevents burnout. Track who has not taken holiday.
10. **Handle carry-over.** Follow your policy and the law on carrying over unused holiday. Some holiday can carry over in specific circumstances, such as sickness or maternity leave. Get advice if unsure.
11. **Handle leavers.** When someone leaves, pay any accrued but untaken holiday. Calculate it carefully. Include it in final pay.

### Disciplinary basics

1. **Follow the Acas Code.** Follow the Acas Code of Practice on disciplinary and grievance procedures. Tribunals take it into account and can adjust awards if it is not followed. Have a written disciplinary policy.
2. **Deal with minor issues informally.** Many issues can be resolved with an informal conversation. Explain what is wrong and what needs to change. Keep a note.
3. **Investigate.** For more serious issues, investigate the facts before taking action. Talk to witnesses, check CCTV and records. Keep the investigation separate from the decision where possible.
4. **Consider suspension carefully.** Suspension should be used only when necessary, for example in serious cases. It should be on full pay and as short as possible. Make clear it is not a punishment.
5. **Invite to a meeting.** Write to the employee setting out the allegations, the evidence and the meeting date. Give them reasonable time to prepare. Tell them of their right to be accompanied.
6. **Right to be accompanied.** Workers have the right to be accompanied by a colleague or trade union representative at disciplinary meetings. Allow them to choose. Rearrange if the companion cannot attend, within reason.
7. **Hold the meeting.** Explain the allegations and evidence. Let the employee respond and present their case. Take notes.
8. **Decide fairly.** Decide after the meeting, considering the evidence and their response. Be consistent with how others have been treated. Consider mitigating factors.
9. **Give the outcome in writing.** Write to the employee with the outcome, reasons and any warning. Explain how long a warning will last. Tell them of their right to appeal.
10. **Allow an appeal.** Allow the employee to appeal. The appeal should be heard by someone not involved, ideally more senior. Communicate the outcome in writing.
11. **Gross misconduct.** Gross misconduct, such as theft, violence or serious safety breaches, may justify dismissal without notice. A fair process is still needed. Get advice.
12. **Keep records.** Keep records of all stages. Store them securely under data protection law. Take advice from Acas or a professional for complex cases.

### Hotel check-in

1. **Prepare for arrivals.** Before the shift, review the arrivals list: room types, special requests, VIPs, late arrivals and returning guests. Check rooms are ready. Pre-assign rooms where possible.
2. **Greet the guest.** Make eye contact and greet the guest warmly as they approach. If you are on the phone, acknowledge them. Welcome them to the hotel.
3. **Find the reservation.** Ask for their name and find the booking. Confirm dates, room type, rate and what is included. Check for any requests.
4. **Verify identity.** Ask for photo ID as your policy requires. UK hotels must keep a record of guests aged sixteen or over, and foreign guests need to provide passport details under immigration rules. Follow your hotel's process.
5. **Take payment or pre-authorisation.** Take payment or a pre-authorisation on a card for incidentals as your policy says. Explain how much and why. Process card details securely.
6. **Complete registration.** Ask the guest to complete the registration card or digital form. Check the details. Explain how their data will be used.
7. **Allocate the room.** Allocate the room, considering their requests. If the room is not ready, offer to store luggage and give an estimated time. Offer a drink or the use of facilities while they wait.
8. **Explain the hotel.** Explain breakfast times, wifi, facilities, check-out time and how to contact reception. Mention the restaurant and bar. Keep it short.
9. **Upsell appropriately.** Offer upgrades, dinner reservations or breakfast where relevant and useful. Do not be pushy. Make it about the guest's stay.
10. **Issue keys.** Give the keys and tell them the room number quietly, without announcing it, for security. Point them to the lift or stairs. Offer help with luggage.
11. **Wish them a good stay.** Thank them and wish them a pleasant stay. Use their name. Smile.
12. **Follow up.** Call or check soon after to ensure the room is satisfactory, if your hotel does. Note any issues. Fix problems quickly.

### Hotel check-out

1. **Prepare the departures list.** Review the departures list before the morning rush. Print or check folios for accuracy. Prepare for express check-out.
2. **Greet the guest.** Greet the guest warmly and ask about their stay. Listen to the answer. Note any issues.
3. **Check for late charges.** Check for last-minute charges such as breakfast, minibar or phone. Ask the guest if they have used the minibar. Post any charges.
4. **Present the bill.** Present the folio for the guest to check. Explain charges clearly. Correct any mistakes promptly.
5. **Take payment.** Take payment for the balance using the method agreed. Release any pre-authorisation not used. Give a receipt.
6. **Collect keys.** Ask for room keys back. Check none are missing. Deactivate them.
7. **Handle complaints.** If the guest raises a problem, apologise and deal with it. Offer a fair gesture where appropriate. Record it.
8. **Offer luggage storage.** Offer to store luggage if they are staying in the area. Give them a ticket. Store luggage securely.
9. **Arrange transport.** Offer to book a taxi or give directions. Help with luggage. Make the last moments easy.
10. **Invite them back.** Thank them for staying and invite them back. Mention direct booking benefits if appropriate. Say goodbye warmly.
11. **Update the system.** Update the room status so housekeeping knows it is vacant and dirty. Record any feedback. Close the folio.

### Overbooking and walking a guest

1. **Know the policy.** Many hotels overbook slightly to cover no-shows and cancellations. Have a clear policy on how much and who decides. Monitor it daily.
2. **Check availability early.** Check occupancy and forecast daily. Identify potential overbooking early. Look for early departures, no-shows and cancellations.
3. **Find alternative hotels.** Build relationships with nearby hotels of a similar or better standard. Agree how you will help each other. Keep their contacts handy.
4. **Decide who to walk.** Choose guests to walk carefully: avoid VIPs, loyalty members, long stays and returning guests. Often a single-night guest arriving late is chosen. Follow your policy.
5. **Book the alternative.** Book a room at a nearby hotel of similar or better standard before the guest arrives. Pay for it, as your policy says. Arrange transport.
6. **Tell the guest in person.** When the guest arrives, explain the situation privately, honestly and apologetically. Do not blame others. Have a manager do it if possible.
7. **Offer compensation.** Pay for the alternative room and transport, and often a phone call and a gesture such as a future free night. Follow your policy. Make the guest feel valued.
8. **Arrange transport.** Arrange and pay for a taxi to the alternative hotel. Help with luggage. Give them the details.
9. **Bring them back.** If they are staying longer, offer to bring them back the next day, with a room ready. Arrange transport. Give them a welcome gesture.
10. **Keep communication open.** Give the guest a direct contact. Follow up the next day. Make sure the other hotel looked after them.
11. **Record and review.** Record each walk and the cost. Review overbooking levels. Adjust the policy if walks are too frequent.

### Room turnover

1. **Get the room list.** Collect the room board from the housekeeping supervisor at the start of the shift. Prioritise early arrivals, VIPs and rooms needed for guests waiting. Note do-not-disturb rooms and stay-overs.
2. **Load the trolley.** Stock the trolley with clean linen, towels, amenities, chemicals and cloths. Keep clean and dirty items apart. Never leave the trolley blocking a corridor or fire route.
3. **Knock and announce.** Knock, announce housekeeping, wait, and knock again before entering. If the guest is there, offer to come back later. Never enter a do-not-disturb room without following your welfare policy.
4. **Air and assess.** Open curtains and windows if possible and check the room for damage, lost property or anything unusual. Report damage, maintenance issues or safeguarding concerns. Note forgotten items for lost property.
5. **Strip the bed.** Strip the bed, checking linen for items left behind. Put used linen straight into the dirty bag, never on the floor. Check the mattress and protector for stains or signs of bed bugs.
6. **Clean the bathroom.** Clean the bathroom from top to bottom with the right colour-coded cloths for toilet, sink and other surfaces. Use the correct chemicals and contact times. Replace towels and amenities.
7. **Make the bed.** Make the bed with fresh linen to the hotel standard. Check corners are neat and the bed looks inviting. Place cushions and throws as specified.
8. **Dust and clean surfaces.** Dust and wipe surfaces from high to low, including headboard, lamps, remote control and switches. Clean mirrors and glass. Wipe the kettle and empty it.
9. **Restock.** Restock tea, coffee, water, toiletries and stationery to the standard. Check the minibar and record usage. Check the hairdryer, iron and safe work.
10. **Vacuum and finish.** Vacuum from the far corner towards the door, including under the bed where possible. Empty bins. Reset the curtains, lights and temperature.
11. **Final check.** Stand at the door and look at the room as a guest would. Fix anything that looks wrong. Close windows and lock the door.
12. **Update the status.** Update the room status in the system or tell the supervisor so reception can let it. Report any issues. Move to the next room.

### Turndown service

1. **Check the list.** Check which rooms require turndown and note any guest preferences or do-not-disturb requests. Plan the route. Start during dinner time when many guests are out.
2. **Knock and announce.** Knock and announce turndown service, wait, and knock again. If the guest is in, ask if they would like the service now or later. Respect their wish.
3. **Tidy the room.** Tidy without moving personal belongings more than necessary. Empty bins and collect used glasses and room service trays. Fold any clothes left on the bed neatly.
4. **Prepare the bed.** Fold back the duvet or top sheet at an angle on the side the guest is likely to sleep. Plump pillows. Place slippers and a bathrobe if provided.
5. **Refresh the bathroom.** Replace used towels, wipe the sink and counter and empty the bin. Top up amenities. Place a bath mat by the bath or shower.
6. **Set the mood.** Close the curtains, turn on the bedside lamps and turn off the main lights. Set the temperature. Put on soft music if your hotel offers.
7. **Leave the extras.** Leave water, a chocolate, a breakfast card or a weather forecast as your hotel's standard. Do not leave food with allergens unless labelled. Place them neatly.
8. **Check and leave.** Check the room looks calm and welcoming. Make sure nothing has been moved from where the guest left it. Lock the door.
9. **Record and report.** Record that turndown has been done and any issues. Report maintenance problems. Note guest preferences for next time.
10. **Respect privacy.** Never read guest documents, use guest items or take photos inside a room. Report anything that gives a safety or safeguarding concern. Professional discretion is essential.

### Night audit

1. **Take the handover.** Take a full handover from the evening shift: arrivals still due, issues, guests to watch, maintenance problems and any security concerns. Check the cash float. Read the log.
2. **Secure the building.** Walk the building at the start of the shift and periodically, if your role includes security. Check doors, fire exits and public areas. Lock doors as your policy says.
3. **Handle late arrivals.** Check in late arrivals using the normal procedure. Confirm their identity and payment. Be extra careful about security at night.
4. **Post room charges.** Post room and tax charges to every occupied room as your system requires. Check rates are correct. Fix any errors.
5. **Reconcile departments.** Reconcile restaurant, bar and other department takings with the charges posted to rooms. Check card payments. Investigate any differences.
6. **Check no-shows.** Identify guests who did not arrive. Apply no-show charges as your terms say. Release the room in the system.
7. **Run the end of day.** Run the end-of-day or day-close in the property management system. Print or save the reports. Check for errors.
8. **Back up and print reports.** Make sure backups run and print key reports such as arrivals, departures, in-house list and occupancy. These are needed if the system fails. Keep the in-house list for fire safety.
9. **Prepare for the morning.** Prepare departure folios, breakfast lists and wake-up calls. Prepare registration cards for arrivals. Leave reception tidy.
10. **Handle guest requests.** Respond to calls and requests from guests, such as extra towels or noise complaints. Deal with problems calmly. Call management if needed.
11. **Stay safe.** Night staff often work alone. Follow the lone worker policy, keep in contact and know how to raise an alarm. Never let strangers in after hours.
12. **Hand over.** Write a full handover for the morning team. Include incidents, guest issues and cash. Sign the log.

### Guest complaint in hotel

1. **Listen properly.** When a guest complains, give them your full attention. Move them somewhere quieter if possible. Let them explain fully.
2. **Apologise and empathise.** Apologise for the experience and acknowledge how they feel. Do not make excuses. Use their name.
3. **Clarify the problem.** Ask questions to understand the issue fully. Repeat it back. Find out what they would like.
4. **Act immediately.** Fix the problem straight away if you can, such as sending maintenance, housekeeping or a replacement item. Give a timeframe. Keep the promise.
5. **Offer a room move.** If the room is the problem, offer to move them to another room, an upgrade if available. Help with the move. Make it easy.
6. **Escalate.** Bring in the duty manager for serious issues or if the guest is not satisfied. Brief the manager first. Let them take ownership.
7. **Offer a fair gesture.** Offer something proportionate, such as a drink, a breakfast, a discount or a late check-out. Follow your hotel's authority limits. Do not overpromise.
8. **Follow up.** Call or visit the guest later to check things are better. Thank them for raising it. Make sure they leave happy.
9. **Record it.** Record the complaint and the action taken in the log or guest profile. Share with the relevant departments. Track trends.
10. **Handle safety concerns.** If the complaint involves safety, such as a gas smell, fire risk or security, act immediately under the emergency procedure. Move guests if needed. Do not wait.
11. **Learn from it.** Discuss complaints in team briefings to improve. Fix the root cause. Praise good recovery.

### Event setup

1. **Read the event sheet.** Read the event or function sheet thoroughly: client, guest numbers, timings, menu, drinks, layout, AV, dietary requirements and special requests. Check it is the latest version. Ask about anything unclear.
2. **Check the risk assessment.** Check the event has a risk assessment and that capacity is within the room's fire safety limit. Check any third-party suppliers have insurance and safety paperwork. Check temporary event notices if needed for licensing.
3. **Brief the team.** Brief the event team on timings, roles, menu, allergens and the client's expectations. Introduce the event manager. Make sure everyone knows the running order.
4. **Set the room.** Set up tables and chairs to the floor plan. Leave clear fire routes and access. Check the layout with the client or plan.
5. **Lay tables.** Lay tables with linen, cutlery, glassware, table plans and centrepieces as specified. Check every table is consistent. Polish and check.
6. **Set up the bar.** Set up the bar with stock, glasses, ice, garnishes and float. Check what is included in the package and what is pay bar. Brief bar staff.
7. **Check AV and lighting.** Test microphones, projectors, screens, speakers and lighting. Check cables are taped down safely. Have a technician on standby if needed.
8. **Check suppliers.** Meet suppliers such as florists, bands, DJs and photographers. Show them where to set up and power points. Check electrical equipment is safe.
9. **Check accessibility.** Make sure the room is accessible: step-free access, accessible toilets and clear routes. Check any specific needs from the client. Reserve space for wheelchair users.
10. **Final walk round.** Walk the room with the event manager before guests arrive. Fix anything wrong. Check fire exits are clear.
11. **Meet the client.** Meet the client before guests arrive to confirm everything. Agree any final changes. Confirm the main contact.
12. **Be ready on time.** Be ready well before the guest arrival time. Staff in position. Doors open on time.

### Wedding day run sheet

1. **Confirm the run sheet.** Confirm the final run sheet with the couple or their planner a week before. Include timings for ceremony, drinks, photos, dinner, speeches, first dance and evening food. Share with all teams and suppliers.
2. **Check the legal requirements.** If the ceremony is on site, check the venue is approved for marriages or civil partnerships and that the registrar or celebrant is booked. Check timings with them. Legal requirements differ between England and Wales, Scotland and Northern Ireland.
3. **Early setup.** Set up the ceremony room, drinks reception and wedding breakfast room early. Coordinate with suppliers for flowers, decorations and the cake. Check against the plan.
4. **Welcome the couple.** Have a named coordinator welcome the couple and wedding party. Show them where they can get ready and relax. Be their main contact.
5. **Ceremony.** Seat guests, manage arrivals and make sure the registrar or celebrant has what they need. Keep staff quiet and out of sight during the ceremony. Be ready for the drinks reception.
6. **Drinks reception.** Serve welcome drinks and canapés promptly. Keep trays moving and offer soft drinks. Coordinate with the photographer for group photos.
7. **Call to dinner.** Call guests to dinner at the agreed time, with the master of ceremonies or toastmaster. Help guests find their seats. Announce the couple's entrance.
8. **Wedding breakfast.** Serve courses on time, with dietary requirements and allergens carefully managed. Serve the top table first. Keep glasses topped up.
9. **Speeches.** Make sure drinks are poured for toasts before speeches. Keep service quiet during speeches. Manage timing with the kitchen.
10. **Cake cutting and first dance.** Prepare the cake area and knife. Coordinate with the band or DJ for the first dance. Dim lights and clear the dance floor.
11. **Evening reception.** Welcome evening guests, serve evening food at the planned time and run the bar. Manage noise and the finish time under your licence. Keep an eye on intoxication.
12. **End of night.** Announce last orders and the finish time. Help guests with taxis and coats. Hand over gifts and items to the named family member.
13. **Debrief.** Debrief the team after the wedding. Record what went well and issues. Follow up with the couple.

### Conference service

1. **Read the brief.** Read the conference brief: delegate numbers, timings, rooms, AV, catering, dietary needs and breakouts. Check the latest version. Meet the organiser in advance.
2. **Set the room.** Set up the room layout requested, such as theatre, classroom or boardroom. Leave clear fire routes. Set out water, pads and pens.
3. **Test AV.** Test the projector, screen, microphones, laptops and internet connection. Have spare batteries and cables. Have a technician on call.
4. **Registration.** Set up the registration desk with name badges and delegate lists. Help the organiser welcome delegates. Direct them to the cloakroom and coffee.
5. **Refreshments.** Serve tea, coffee and pastries on arrival and at breaks. Keep stations stocked and tidy. Label food with allergens.
6. **Keep to time.** Watch the programme and be ready for breaks exactly on time. Coordinate with the organiser for changes. Replenish quickly.
7. **Lunch.** Serve lunch at the agreed time, as a buffet or seated service. Label dietary and allergen options clearly. Clear and refresh quickly.
8. **Room refresh.** During breaks, refresh the room: tidy tables, replace water, clear cups. Check the temperature. Do it quickly and quietly.
9. **Support the organiser.** Have a named contact for the organiser all day. Respond quickly to requests. Anticipate needs.
10. **Handle breakouts.** Set up breakout rooms as required. Coordinate refreshments there. Make sure AV works.
11. **Close the day.** Clear the rooms at the end of the day. Collect lost property. Confirm the next day's plan.
12. **Follow up.** Ask the organiser for feedback. Send the final invoice accurately. Thank them.

### Door team shift brief

1. **Check SIA licences.** Check every door supervisor has a valid Security Industry Authority licence, worn and visible. Record names and licence numbers in the door register. Anyone without a valid licence cannot work.
2. **Record the team.** Record start times, positions and radios in the door register. Assign a head door supervisor. Make sure everyone signs in.
3. **Explain the event.** Brief the team on the event, expected numbers, the crowd, the music and any special guests. Mention known troublemakers or banned people. Share any police intelligence.
4. **Explain the licence conditions.** Remind the team of licence conditions, such as capacity, ID policy, search policy and dispersal. Explain the Challenge policy. Explain how to record refusals and incidents.
5. **Assign positions.** Assign positions: front door, queue, inside, smoking area, toilets and fire exits. Plan rotations and breaks. Know who is where.
6. **Search policy.** Explain the search policy and how to search fairly and respectfully, with same-sex searches where possible. Explain what to do with prohibited items, including drugs and weapons. Use search tents or areas if available.
7. **Capacity.** Explain the capacity limit and how to count in and out. Use clickers or electronic counting. Never exceed the limit.
8. **Welfare and vulnerability.** Remind the team of the duty to look after vulnerable people. Explain the welfare area and safeguarding procedure. Encourage them to intervene early.
9. **Radios and communication.** Test radios and agree call signs and codes. Explain how to call for help. Make sure everyone knows the emergency procedure.
10. **Body-worn cameras.** Issue body-worn cameras if used, check they work and explain when to record. Remind staff to tell people they are being recorded. Follow data protection rules.
11. **Fire and emergency.** Remind the team of fire exits, assembly points and their roles in an evacuation. Explain any counter-terrorism procedure. Know where first aid is.
12. **End of shift.** At the end of the shift, record incidents, refusals and ejections. Sign out. Debrief.

### Queue management

1. **Plan the queue.** Plan where the queue will form, with barriers if possible, so it does not block the pavement or road. Consider neighbours and noise. Follow your licence conditions.
2. **Communicate with the queue.** Tell people how long the wait is, the entry requirements and the price. Be honest. People wait better when informed.
3. **Check ID early.** Check ID in the queue, not just at the door, so people do not wait for nothing. Explain the policy clearly. Turn people away politely.
4. **Watch behaviour.** Watch for intoxication, aggression or vulnerability in the queue. Remove people early who will not be admitted. Look after vulnerable people.
5. **Manage capacity.** Keep track of capacity inside and admit people as space allows. Communicate with the inside team. Never exceed the limit.
6. **Prioritise fairly.** Manage guest lists, VIPs and ticket holders fairly and openly. Explain priority entry. Avoid favouritism.
7. **Keep it moving.** Keep the queue moving with enough staff at the door. Open more entry points if possible. Prepare searches.
8. **Protect neighbours.** Keep noise down and ask people to respect neighbours. Clear litter. Your licence may depend on it.
9. **Weather.** Consider weather: offer shelter if possible and watch for people getting cold. Help vulnerable people. Close the queue if needed.
10. **Close the queue.** Close the queue when the venue is full or there is no point waiting. Tell people clearly. Help them disperse.
11. **Record.** Record queue numbers, refusals and incidents. Review after the event. Improve the plan.

### Closing a nightclub

1. **Plan the close.** Plan the close with the door team and staff: last entry, last orders, music end, lights up and dispersal. Follow licence conditions. Brief everyone.
2. **Last entry.** Stop admitting people at the last entry time. Tell the queue clearly. Help them disperse.
3. **Last orders.** Call last orders clearly at the agreed time. Stop serving on time. Refuse anyone intoxicated.
4. **Wind down the music.** Wind down the music gradually with slower tracks and lower volume. Bring lights up slowly. Signal the end clearly.
5. **Clear the room.** Door team and staff sweep the club, moving people towards exits. Check toilets, smoking areas and quiet corners. Be polite and firm.
6. **Manage the cloakroom.** Open the cloakroom early and staff it well to avoid crushes. Have a system for lost tickets. Keep it calm.
7. **Disperse safely.** Manage the dispersal outside to protect neighbours and reduce disorder. Ask people to leave quietly. Point them to taxis and transport.
8. **Look after vulnerable people.** Make sure nobody vulnerable is left alone outside. Help people find friends, call taxis or contact family. Use the welfare area or street pastors if available.
9. **Work with police.** Liaise with police, taxi marshals and street pastors where they operate. Report incidents. Share information.
10. **Secure the building.** Once the club is clear, check all areas, lock doors and secure cash. Turn off equipment. Set alarms.
11. **Record incidents.** Record incidents, refusals, ejections and capacity. Make sure CCTV is retained. Sign the log.
12. **Staff safety.** Make sure staff leave safely, with transport if needed. Avoid lone working. Debrief.

### Safeguarding a vulnerable person

1. **Understand vulnerability.** Anyone can be vulnerable: through drink or drugs, illness, injury, age, being alone or being targeted by others. Staff should look out for people who may be at risk. Ask Angela and similar schemes help people ask for help discreetly.
2. **Spot the signs.** Look for someone very drunk, separated from friends, being pressured, unwell, upset or with someone who seems controlling. Notice predatory behaviour, such as someone plying another with drinks. Trust your instincts.
3. **Intervene early.** Approach the person calmly and check they are okay. Ask simple questions. Offer help.
4. **Separate if needed.** If someone seems at risk from another person, separate them discreetly. Take them to a safe space. Involve the manager and door team.
5. **Use the welfare area.** Take vulnerable people to a welfare area or quiet space with a trained staff member. Offer water and a seat. Keep them warm.
6. **Get medical help.** If the person is seriously unwell, unconscious or injured, call 999. Give first aid. Stay with them.
7. **Contact friends or family.** Help the person contact a friend or family member to collect them. Check who is collecting them is trusted. Do not hand them over to a stranger.
8. **Arrange safe transport.** Arrange a licensed taxi if appropriate and make sure the person is able to get home safely. Note the taxi details. Do not put a very vulnerable person in a taxi alone.
9. **Involve police.** Call the police if a crime has been committed or the person is at risk. Children found in licensed premises late at night may need police involvement. Follow your safeguarding policy.
10. **Record.** Record what happened and what you did. Include times, descriptions and actions. Keep it confidential.
11. **Follow up.** Review the incident and share learning. Check staff are okay. Report concerns about patterns to police or licensing.
12. **Train staff.** Train all staff in vulnerability and safeguarding. Many licensing authorities require or encourage this. Refresh regularly.

### Lone working at close

1. **Avoid it where possible.** The best control is not to have people closing alone. Plan rotas so at least two people close. If lone working is unavoidable, it must be risk assessed.
2. **Risk assess.** Employers must assess risks to lone workers under health and safety law. Consider violence, cash handling, injury and medical emergencies. Put controls in place.
3. **Agree a check-in system.** Agree a check-in system: the lone worker messages or calls a manager at set times and when they leave. If no check-in, the manager follows up. Use a lone worker app if available.
4. **Secure the building early.** Lock the doors as soon as the last guest leaves. Do not let anyone in. Check all areas are clear before starting closing duties.
5. **Cash handling.** Count cash in a locked office out of sight. Keep cash in the safe. Do not take cash out alone at night.
6. **Carry a phone and alarm.** Keep a charged phone and personal alarm on you. Know how to call for help. Have emergency numbers handy.
7. **Avoid risky tasks.** Avoid tasks with higher risk when alone, such as heavy lifting, cellar work or using ladders. Leave them for when two people are present. Do not take risks.
8. **Take out rubbish safely.** Take out rubbish before it gets late, or leave it until morning. Check outside before opening doors. Keep the door locked behind you.
9. **Leave safely.** Check outside before leaving. Have your keys ready. Tell your manager you have left.
10. **Report concerns.** Report any incident or concern immediately. Managers must review lone working arrangements. Improve them.
11. **Support staff.** Make sure staff are trained and comfortable with lone working. Do not pressure anyone. Listen to concerns.

### Suspicious item or security threat

1. **Know the duty.** The Terrorism (Protection of Premises) Act 2025, often called Martyn's Law, places duties on many venues depending on their capacity, with a period of implementation before it is enforced. Check whether your venue is in scope and follow your company's procedures. Free counter-terrorism awareness training is available from official sources.
2. **Remember HOT.** If you find an unattended item, use the HOT principles: is it Hidden, Obviously suspicious, or Typical of what you would expect? Most items are lost property. Ask nearby people if it is theirs.
3. **Do not touch.** If the item is suspicious, do not touch, move or open it. Do not use radios or mobile phones close to it. Move away.
4. **Clear the area.** Move people away calmly to a safe distance, out of line of sight if possible. Use your evacuation or invacuation plan. Do not cause panic.
5. **Call the police.** Call 999 and tell the police what you have found and where. Follow their instructions. Send someone to meet them.
6. **Control access.** Stop people from entering the area. Keep a clear route for emergency services. Tell the door team.
7. **Run Hide Tell.** In the event of a weapons or violent attack, follow Run, Hide, Tell guidance: run to safety if you can, hide if you cannot, and tell the police when it is safe. Help guests do the same. Lock doors if your plan says.
8. **Bomb threats.** If you receive a threat by phone, stay calm, keep the caller talking and note everything they say. Do not hang up. Call 999 and follow your bomb threat checklist.
9. **Account for people.** Follow your evacuation procedures and account for staff. Tell the police about anyone missing. Do not return until cleared.
10. **Record.** Record what happened, who did what and the timings. Keep CCTV. Cooperate with the police.
11. **Debrief and train.** Debrief the team and support staff. Review procedures. Train staff regularly.

### Social media posting checklist for a venue

1. **Have a plan.** Plan posts in advance with a content calendar tied to events, menus, seasons and staff stories. Know your audience and your voice. Consistency builds following.
2. **Check facts.** Check prices, dates, times and menu details before posting. Make sure the dish or drink is actually available. Wrong information causes complaints.
3. **Check allergens and claims.** Do not make health or allergen claims you cannot back up, such as gluten free if there is a risk of cross-contamination. Follow advertising rules from the Advertising Standards Authority and the CAP Code. Keep claims accurate.
4. **Alcohol advertising rules.** Alcohol marketing must not appeal to under-eighteens, link drinking with social or sexual success, or encourage excessive drinking. Do not use people who look under twenty-five drinking alcohol. Follow the CAP Code and the Portman Group principles.
5. **Get permission for people.** Get consent from staff and guests before posting photos or videos where they can be identified. Respect people who do not want to be filmed. Take extra care with children.
6. **Respect copyright.** Only use music, images and content you have the rights to. Use platform music libraries correctly for business accounts. Credit creators properly.
7. **Disclose partnerships.** Clearly disclose paid partnerships, gifted items and sponsored posts, as advertising and consumer law requires. Use clear labels such as ad. Influencers you work with must do the same.
8. **Proofread.** Proofread posts for spelling and grammar. Check tags, links and hashtags. Read it as a guest would.
9. **Post at the right time.** Post when your audience is online, such as before lunch or early evening. Use platform analytics. Experiment and learn.
10. **Respond to comments.** Reply to comments and messages promptly and politely. Move complaints to private messages. Never argue publicly.
11. **Protect accounts.** Use strong passwords and two-factor authentication. Limit who has access. Remove access when staff leave.
12. **Review results.** Review engagement and bookings from posts. See what works. Adjust the plan.

### Filming content in a venue

1. **Plan the shoot.** Plan what you are filming, why and where it will be used. Choose a time that does not disrupt service, ideally before opening. Write a simple shot list.
2. **Get permission.** Get permission from the venue owner or manager. If you are an external creator, agree terms in writing. Agree how the venue can use the content.
3. **Tell staff and guests.** Tell staff in advance and ask who is happy to be filmed. If filming during service, put up notices and avoid filming guests without consent. Respect anyone who says no.
4. **Get release forms.** Get signed release forms from anyone featured prominently, staff or guests. Keep them on file. They protect you if the content is used commercially.
5. **Consider safety.** Keep cables taped down and equipment out of walkways and fire exits. Do not film in a busy kitchen without the head chef's agreement. Follow safety rules.
6. **Food safety.** Make sure filming does not compromise food safety, such as leaving food out too long. Throw away food that has been out for a long shoot. Keep the kitchen clean.
7. **Respect privacy.** Do not film guests' faces, tables, payments or personal details without consent. Do not film through windows into private areas. Follow data protection law.
8. **Music and copyright.** Be careful about music playing in the background, which may be copyrighted. Turn off venue music during filming or use licensed music in editing. Avoid branded items you do not have permission to show.
9. **Alcohol content.** Follow alcohol advertising rules when filming drinks. Do not show excessive drinking or link drinking with risky behaviour. Use adults who look over twenty-five.
10. **Check the footage.** Review the footage before posting for problems such as unhygienic practices, safety breaches or people who did not consent. Edit them out. Check it reflects the venue well.
11. **Credit and tag.** Credit the venue, staff and creators. Tag suppliers if agreed. Disclose any paid partnership.
12. **Store and share.** Store raw footage securely and share final content with the venue. Agree how long it will be kept. Delete it when no longer needed if agreed.