Operations Manual

BOH Staff
 OPERATIONS MANUAL

TABLEOFCONTENTS

ALLSTAFF
EmployeeBeveragePolicy..........................................................................................2
FoodMistakes.............................................................................................................2
OperatingHours..........................................................................................................3
PolicyNewProposals...............................................................................................3
Safety&HealthConsiderations..................................................................................3
TouchScreenMaintenance.........................................................................................7

ALLKITCHENSTAFF
Badges&ID.................................................................................................................8
DressCode..................................................................................................................8
EmployeeMealsBOHStaff.......................................................................................9
Kitchen(ComputerorAloha)Chits...........................................................................10

LOCALOPERATIONSMANUAL:CreditCardMerchantSupportContacts,DSLSupportContacts,EmployeePhoneList,
HouseAccountList,Repairs&MaintenanceList,ReservationPolicy,Sidework,&TableMaps&Sections

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ALLEMPLOYEES

EMPLOYEEBEVERAGEPOLICY

DRINKSAppliestoALLSTAFF:

1. Youwillreceivea75%discountonanysinglespecialtyjuice,specialtycoffeeorspecialtytea
drink.ThisdrinkmustbeorderedthroughtheHostdesk.Theremaining25%balanceplustaxis
dueatthetimeyourorderisplaced.Thisincludesfreshjuicecombinations,freshsqueezed
juices,lattes,additionsand/oranybeveragerequiringequipmentormultipleingredientsto
prepare.Theseareillustrationsanythingnotspecificallylistedinitem#2isconsidereda
specialtybeverage.Eachemployeemayusethisdiscounttwice(2times)aday.

2. Youareallowedunlimitedfountaindrinks,icedtea,lemonade,housecoffee,orpotsofteaper
shiftworked.

3. Whileworkingyourshift,wedonotallowemployeestostorebeverages.Youmaydrinkwhat
canbeservedfromadisposablecuporapapercupifitisahotbeverageanditmustbe
immediatelyconsumed.Whileenjoyingamealbreak,however,allemployeebeveragesshould
beservedasitwouldbeforapayingguest.Weencourageouremployeestosamplethe
beveragemenuduringtheirmealbreaks.

4. ExceptionstotheDrinkpolicywillbemadeforemployeescookingbehindtheLineeachshift.
Linecooksaretobeprovidedwithacoldnonalcoholicbeverageoftheirchoice,inadisposable
cupwithacoverandastraw,anditistoberefilledperiodicallybytheWait&Supportstaffas
requiredsothattheLinestaffcanremainhydratedwhileworkinginextremetemperatures.Itis
importantthattheirteammates(thatmaybeyou!)arecooperativewithrefillsbecausetheyare
notinapositiontodoitthemselves.

5. YouarenotwelcometomakeyourownspecialtybeverageitisthejoboftheDrinkmaker
currentlyclockedintomakeyourbeverage,prioritizingthosebeveragesrequiredbypaying
guestsfirst.

PolicyisclearonthissubjectofFood&Drink,pleaseberespectful.


FOODMISTAKES

Mistakesoncustomerorderscanhappenthroughthefaultofthecustomer,thekitchen,ortheserver.The
firstpriorityinallcircumstancesistoaddressthecustomerssatisfactionimmediatelywithoutangeror
blame.Managementwillconcernthemselveswithwhyithappened,youmustonlybeconcernedwith
makingtheplateortheglassexactlythewaythecustomerwantsit.

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Somemistakesrequireavoidinthecomputerandreentry;othersdont.Wemaintaincoloredpaper
chitsateachkitchenlinesothatwecaninstructourBOHteammembershowtoaddressthemistake
immediately.Thechitsareasfollows:

YELLOW Asideportionmustbemadeorremade,oraforgottenadditionsuchasgrilledonionsfora
burgermustbemade.Thecorrectioncanbemadewithoutsubstantiallyalteringthefoodthatisalready
there.Theseitemsmayberequestedbyaserverwithoutreringingtheentiredishorportionthrough
aloha.Amanagersapprovalsignatureisrequired.

RED Anentiredishormainpartofadishmustberemade.Useofaredsliprequiresthata
serverreringtherequesteddishthroughalohasothatitisaccompaniedbyaticket.Amanagersapproval
signatureisrequired.

AllfoodmistakesmustbethrownouttheyarenotreservedfortakehomeoreatenasEmployeeMeals.
IgnoringthispolicyisconsideredgrossMisconductandcouldbegroundsfortermination.

OPERATINGHOURSWestayopenforourpostedhours!

Ifapartyofguestswalksinthedooroneminutebeforeourclosedtime,theyareseatedandserved.They
canpolitelybeinformedthattheyareourlasttable(s)andwedpolitelyrequesttheircompleteordersoon.
Butweareopentheguestistobeservedgraciouslyandthatsthat.Thisisntanissueofeconomics
itsguestservice.Wesayweareopenuntil10pm,sowewillstayopenuntil10pm.Eachguestdeservesto
betreatedwell.

POLICYNewProposals

Ifapolicybecomesobsoleteorneedsimprovingorclarifying,weareopentoyourideas.Firsttalktoyour
ManagerorGeneralManagertheymayhavealreadyconsideredyourideaandhavesomeinputforyou.
Oryoumaywriteusatcontact@hugosrestaurant.com.Wemayaskforafollowupdiscussionor
presentation.

SAFETY&HEALTHCONSIDERATIONS

1)IllnessandInjuryPreventionProgram(IIPP)(SeeOnlineFile,hugos,IIPP)
A)Accidentinvestigation
a)Aftermakingsureinjuredpersonisattendedtopromptly,filloutAccidentReports
documentingincident.
b)ImmediateSupervisor(orotherpersontrainedtotakereport)beginsfillingout
SupervisorsAccidentInvestigationReport
c)Calmlyobtainfacts(reassuringemployeeswhomaybeconcernedaboutblame,)from
injuredparty(ies),witnessesorthosewhomayhaveknowledgeofthecauseor
underlyingcause.

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d)Bepromptandthoroughinquestioningwhilefactsarefreshandevidenceintact.Get
completeanswers.Reportshouldbecompletedthesameday,signedanddated.
e)Lookforunsafeconditionsandwhytheyexistandunsafeactsthatmayindicatelackof
trainingorplanning,withaneyetowardpreventingfutureincidents.A
combinationofbothmayhavecausedthisaccident.
f)Donotusecarelesstodescribeincidentorwordsthatindicatejudgmentratherthan
thefactsofthesituation.
g)StatecauseandunderlyingcausesLadderbroke.Nopreventivemaintenanceor
traininginplace,forinstance.
h)3acceptedreasonsforunsafeactsonpartofemployees
1Ignorancefromlackoftraining,inexperienceorunawarenessofdanger
2Improperattitude:Employeedisregardsinstructions,isdefiant,lazy,disrespectfulor
ashowoff
3Physical,mentaloremotionalfactors:fatigue,intoxication,pooreyesightor
memory,incomprehension,temperament,depression,etc
i)Sendreport
originaltoAccountingbasketANDfaxcopytoBusinessoffice
4copies,1each,toonsiteIIPPAdministrator,TomKaplan,EmployeeFile,and
ManagerLog
B)PersonnelAccidentfollowup
ReceivesSupervisorsAccidentReportandcompletesDWCForm1(EmployeesClaimforWorker
Comp)
Originalclaimformishandedtoemployeewithin24hoursorsentbyCertified
Mail,ReturnReceiptrequested
Copiesmade
1)1retained(alongwithmailreceipts,ifmailed,)inemployee
permanentpersonnelfolderinWLKoffice
2)1senttoWorkersCompInsuranceCarriersClaimDept.
CompletesForm5020(EmployersReportofOccupationalInjuryorIllness)tobe
sentsamedayasinjury,ifpossible,butnolongerthan5daysafter
C)SupervisorsSafetyMeetingReportsforallaccidentsorillnesswillbereviewedat
monthlyMeeting.(SeeOnlineforms,hugos,IIPP,#3Communications)Managementwillencourage
employeesrecommendationsforpreventionandcompliance.Afirstaidprofessionalwillattend
yearly.
D)CorrectingandPreventingHazards
Hugosencouragesapositiveenvironmentforsafety.Hugosexpectsevery
employeetoadheretoallcorrectworkprocedures.
a)Everyjobmustbeconsideredimportantenoughtobedonesafely
b)AllemployeesmustacceptourSAFEWORKpolicy
c)Everyemployeewillbeevaluatedfortheirsafetyperformance,aspartof
theirannualperformanceappraisal
d)Hugosencouragessafetysuggestions(verbalorhandwrittenseeformOnline
File,hugos,#3Communications)fromallemployees.Nosuggestionis
consideredtrivial.
e)Hugoswillresponddirectlyandpositivelytoanysafetysuggestionsas
awaytoencouragesafeworkpractices.
f)DiscriminationagainstanyemployeewhoalertsSupervisors,Managersor
Ownersofasafetyhazardorviolationwillnotbetolerated.
g)AnyactiontakenagainstanemployeebyaSupervisororManagerfor
reportinghazardswillresultindisciplinaryactionagainsttheSupervisoror
Managerforimpedingcorrectivemeasures

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E)IdentifyingHazards
Safetychecklistsindicateareasthatneedtobemaintained.Theyalsoidentifyongoingproblems
thatneedtobefixed.Usethemreligiously.(AvailableOnlineFileSystem:SafetyChecklists,FOH
FrontofHouseandBOHBackofHouse)

F)GeneralSafetyRules
a)Keepallfloorsurfacescleananddry.Spillsorbreakagesshouldberemoved
immediately.Positionsomeonetoalertfloortrafficuntilareaiscleaned.Mop
smallareaatatimeanddrymopafterwardstoremovemoisture.
b)Placewarningsignsorconesarounddangerareas.
c)Donotputbrokenglassordishesinregularrestauranttrash.Separate
containersareavailable.
d)Getassistancebeforeliftingheavyorbulkyobjects.
e)Allrestaurantworkersmustwearproperfootwearasdeterminedby
management.
f)Reportallpotentialhealthorsafetyhazards.
g)Reportallworkrelatedinjuries,nomatterhowinsignificant.
h)Allemployeesmustreadsafetypamphlets.
i)ACertifiedFoodHandlermustbeonthepremisesoravailable duringhoursof
operation.
G)SafetyintheKitchen
a)Treatallpots,pans,equipmentaroundstovesandsteamtablesasthoughthey
arehot.Clearaspacetoreceivehotpots.Gethelpwithheavypotsanduse
properprotection.
b)Discarddamageddishesandglasswareinpropercontainers.
c)Ifbreakageoccursinsink,drainwaterifnecessary,andremoveglass
carefully.Donotpiledishestoohigh.
d)Cleanhoods,fryersandfiltersfrequently
e)Positioncookingutensilssohandlesdonotprotrudebeyondedgeofstove.
f)Wipeupallspillsimmediately.
g)Keepguardsonkitchenequipmentatalltimes.Unplugmachinesbefore
removingguards.Usecareifguardsareremoved.
h)Usewood/plasticpushersinmeatgrinders,choppersormixers,NOThands
i)Dishescannotbestoredonareaswherefoodisprepared.
H)Inspections
PreventativeinformationfromIIPPisincludedonchecklists.
a)Usechecklistsasaguide
b)Maintainequipment.Encouragestafftoreportproblems.
c)Maintainwalkways,aislesandexitsinkeepingwithFireDept.rulesfor
occupancyandforeasyexitsinemergencies.
d)Makesurefireextinguishers,sprinklers,alarmsareinplaceandinworking
order.
e)Makesureemergencynumbersareposted.
f)Maintainfirstaidbox.
g)Watchforelectricaloutages,thrownbreakers,shorts,sparksorpoorwiring.

I)FoodHandlerSafetyTips
Somegeneraltipsforhandlingcartons,containers,produceandstoringareonavailableonourcorporate
website.ComprehensiveinformationisintheRetailFoodInspectionGuide,availableinBlueBookupfront.

J)EmployerPosting

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a)CalOSHAposter,SafetyandHealthProtectionontheJobmustbedisplayedinanareaavailable
toallemployees.Makesureitssecured.Replaceifdamagedorillegible.
b)Exitsigns,roomcapacitysignsandanyrelevanthazardouswarningsignsmustbemaintainedand
visible.
c)AllotherCaliforniapostersrequiredbylawmustbepostedandmaintained

K)Recordkeeping/Permits
Hugosmaintainsrelativepermitsforoperatingaccordingtoindustrystandards,postscurrentpermitsand
keepsuptodatefilesconcerningallemployeessafetyandhealthissues

L)DisciplinaryActionforSafetyViolations
Failuretocomplywithsafeworkprocedureswillleadtodisciplinaryaction
a)Allsafetyviolations,whetherverbalorwritten,willbediscussedbetweenImmediateSupervisor
andCompanySafety Administratortodeterminesourceofproblemandfairnessinall
subsequentactions.
b)1stviolationwillresultinaverbalwarningwithtemporarydocumentationmaintainedfor1yearin
employeefile
c)2ndviolationwithin1yearof1stviolationwillresultinwrittenwarningwithpermanent
documentationmaintainedinemployeefile,includinginitialwarning
d)3rdviolationwithin1yearof1stviolationwillresultinsuspensionfromworkforaperiodtobe
determinedbyemployeesupervisorandCompanySafetyAdministrator.Fulldocumentationwillbe
maintainedpermanentlyinemployeefile.
e)4thviolationwithin1yearofthe1stviolationwillresultinterminationofemployment

2)Returningtowork
Wearecommittedtoreturningallemployeestotransitionalworkafteraninjuryorillness.Temporaryjob
placementisbasedoncurrentmedicalconditionsasoutlinedbyphysician.Workloadismodifiedaccordingly.
Employeeshouldaskquestionsthroughoutthisprocesstoavoidconfusion.
A)DistributionofResponsibilitiesforoverseeingreturnee
TheGeneralManagerwillmonitorreturneeandtheirprogress,throughmanagersand
supervisors,actingasliaisonbetweencompany,employeeandphysician.
TheHugosofficewillensurepaperworkishandledandsubmittedappropriately
B)Managers/Supervisors
Whetheryoucanaccompanyinjuredemployeeornot,makesureattendingphysicianis
awareofReturntoWorkpolicy.Ifinattendance,discussmodified/alternativework
companycanprovidewithphysicianandemployee.
Youareresponsibleformonitoringdailytransition,coordinating effortswithGeneral
Managerandcoworkerswhomayneedtoassistreturningcoworker.
C)Employees
a)Reportinjuriesatthetimeofinjury.
b)Seriousinjuriesmustbeattendedtobyourselectedproviderforoccupationalinjuries.
c)Ifavailable,employerrepresentativewillaccompanyemployee
d)Discussrestrictionsandlimitationswithphysicianandrepresentative.
e)ReturntoworksitetheSAMEdaytoreportfindings
f)Onacceptanceoftransitionalwork,employeemustadheretophysicalrestrictionsand
limitations,performingONLYdutiesassigned
g)Notifysupervisorinadvanceofmedicalappointments(timeoffisallowedforonthejob
injuries)
h)Reporttoworksiteaftereachmedicalvisittodiscussrecoveryprogressandcurrent
abilities.

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3)ThirdPartyLiability

Intheeventof3rdpartydamagetoproperty(Guesttoguest,vagranttoguest,mugginginfrontof
restaurant,theftinparkinglot,etc.)wearenotfinanciallyresponsible.Dowhatiswithinyour
powertoprotectasmanypeopleaspossible,includingandespecially,yourself.Becompassionate
inthesesituations.Makeinjuredparty(ies)comfortable.Callpoliceifnecessary.Thesecanbe
verystressfulsituations,butDONOTmakepromisesofrestitution.Ifyoudo,bylawwebecome
responsible.

TOUCHSCREENMAINTENANCE

OurPointOfSalesterminals(theyareourtimeclocktoo!)areverysensitivetoscratches,heat&chemicals.
Theyareveryexpensivetoreplace.ThescreencoatingontheTouchScreenwillwearoutveryquicklyand
negativelyimpactourabilitytousethemunlessweallfollowsomesimpleguidelinesfortheiruse:

USETHESOFTPADOFYOURFINGERTOMAKEYOURENTRIES,thepartofyourfingerthatmakesthe
fingerprint.Theheatofyourfingerwillactivatethebuttonsyoushouldntneedtoforceitorslamyour
fingeragainstthescreen.Treatitgentlyandkindlynomatterhowmuchpressureyouareexperiencing.Ifit
requiresafirmtouch,itsbeenworndownandyoushouldaskyourManagertologtheterminalas
damaged.

TOCLOCKINORENTERANORDER,DONOTUSE

TheedgeofyourIDBadge
Apentiporpencap
Thetipsofyourfingernail
Oranyforeignobject
ATANYTIME.

Youareliterallyscratchingthefilamentoffthescreenswhenyoudothesethings!

TheterminalscanbewipeddownwithaClean&DampClothNOCLEANINGCHEMICALSSHOULDBEUSED
ATANYTIME!NotifytheOfficeifyouthinkrecalibrationisrequired.

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ALLKITCHENSTAFF

BADGES&ID

Uponyourhire,youwillbeissuedathreedigitEmployeeIDthatyouwillusetoclockyouinandoutofthe
restaurant.ProtectthisIDanddonotshareit.Clockinginoroutforafellowemployeeisgroundsfor
immediatetermination.

DRESSCODE

Remembertoreadyouremployeemanualforbasicstatementsabouthygieneandourexpectations
regardingyourdressandpresentation.

Hugosfeelsthatdressingprofessionallyleadstoactingprofessionally.Wedontfeelthattheworkplaceis
therightplaceforyoutoexpressyourpersonalfashionstatement.Yourindividualitywillshinethrough
yourpersonalityandtheserviceyouprovide.Pleasedontspendyourtimeandenergytofigureoutways
aroundthedresscode.Donttestus.Spendyourtimeandenergyonbeingabetterteammember.

Note:Failingtoadheretothesedresscodeguidelineswillresultinaformalwrittenwarningandmay
leadtosuspensionand/ortermination.

KitchenPersonnel:

ShoesShoesmustbeclean!Allshoeswornwhileworkingmustbeclosedtoedblack,meetindustrial
nonslipsafetystandards,anddocumentationmustbeprovidedbytheemployeethattheshoesmeet
thisstandard.AnumberofretailerssuchasPayless,RedwingsandSketchersprovideseveraloptions
thatareacceptablenonslipsafetyshoes.
HairrestraintsYouarerequiredtowearahairrestraintinordertoentertheKitchenYoumayuse:
- Blackchefsskullcap
- HugosTacocapforAMshiftsonly
- Hairnets
ThermometerYouarerequiredtohaveathermometerwithyouatalltimes.Youwillbegivena
thermometeronyourfirstdayofworkifyoulosethisorforgetitathome,youwillberequiredto
purchaseanewonefor$10.Ifthethermometerisbroken,showittoyourKitchenManageranditwill
bereplacedatnocharge.
Shirtsand/orCoatswillbesuppliedbythelinencompany.
Pantsareatthediscretionoftheemployee.
Peopleworkinginthekitchenmaynotwearanykindofjewelry.
HairfallingbelowyourchinMUSTberestrained.
Allpeopleinthekitchenmustwearhairnetstokeeptheirhairoutofthefood.

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EMPLOYEEMEALSBOHSTAFF

FOODAppliestoBOHKitchenStaff:

1. A$3mealchargewillbedeductedfromyourpaycheckforeachshiftworked.Thisincludesallmenu
itemsonourWeeklySpecialsexceptthosewhichcontainSpecialMeats(i.e.highpricedspecialty
proteins).Alistofthoseingredientsispostedatyourstore.

2. Ifyouwouldliketoeatasecondmealduringyourmealbreakorafteryourshift,youmaypurchase
itat50%off.Theremaining50%balanceplustaxisdueatthetimeyourorderisplaced.This
includesallmenuitemsonourWeeklySpecials.

3. Anythirdmealthatyouwishtoconsumewillreceivea20%discount.

4. Youarelimitedtoonemealpershiftworked.Employeemealsareonlyvalidduringtheshiftthat
youareworking.Theymaynotbeaccumulatednormaytheybepassedontoothers.

5. Bringinginfood/snacks/drinksfromoutsideoftherestaurantisnotacceptable.Ifyouareona
specialdiet,plantoeatbeforeand/orafteryourshift.

6. Ifyouarestarvingandneedaquickbiteoffood,takeittoanappropriatetableandsitandeatitfor
afewminutesorifnotableisavailable,consultyourmanager.

7. Thereisnoeatingordrinkinginthekitchenorbehindthecounter,ever.

8. Ifyoucomeinforamealintherestaurantwhenyouarenotscheduledtowork,youandoneguest
willhavea20%discountappliedtoyourmeal.

PolicyisclearonthissubjectofFood&Drink,pleaseberespectful.

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KITCHEN(ComputerorAloha)CHITS

ThisishowticketsprintintheKitchenandwhatthefieldsmean:

ExampleTicket:

1 Sandwich
2 SDTomato (printedinRED)

3 AddBroccoli (printedinRED)

4 XTROnions (printedinRED)

5 WithFries (printedinRED)
6 SideFries

1 Thisisthemenuitembeingorderedbytheguest.

2 SDTheguestaskedthatthisingredientbeputonthesidekeptonthesameplatebut
notmixedintothedish/item.

3 AddThisingredientistobeaddedtotheother(regular)items.Theguestischargedfor
eachitem.

4 XTRThisisusedwhenaguesthasrequestedextraofaningredientthatresidesinthe
originalrecipe(excludingproteins),itdoesnotapplytoadds.Itshouldbeignoredbythe
Kitchenifitisusedincorrectly.

5 WithThisisthechoicetheguesthasmadeforthesidedishthatalreadycomeswiththe
menuitemtheyordered.

6 SIDEThewordSIDEprintedinblack,asanewitem,wouldbepreparedonaseparate
plate.Theguestisnotputtingsomethingalreadyinthedishonthesidetheyareordering
a(new)sideinadditiontotherestofthefood.Andtheyhavepaidforit.

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