REDMOND LOCATION / Revised May 15th, 2015
15740 Redmond Way Phone 425.556.1390 [email protected]
Redmond, WA 98052 Fax 425.556.1389 www.canyonsrestaurant.com
TABLE OF CONTENTS
INTRODUCTION
I. Company History & Philosophy .…………………….….. 01
II. Mission Statement & Brand ………...…………………… 01
TRAINING I. Employee Orientation ……..………….…………………. 04
II. Knowledge & Testing Requirements ………………….. 04
III. Performance Standards ...………………………………. 05
IV. Work Permits ……………………………………………….. 06
RESTAURANT PROCEDURES I. Preparing for Your Shift ………………………………...… 08
II. Clocking In & Out …………………………………….…… 09
III. Checkout Procedures ………………………………….… 11
IV. Guest Interactions ………………………………………… 12
V. Paychecks & Tips ……………………………………..…… 14
VI. Breaks & Employee Meals ……………………………….. 15
VII. Scheduling & Time Off ……………………...………...…… 16
OPERATIONS I. Appearance Standards …………………………………. 18
II. Personal Conduct ………………………………………… 20
III. Mistakes & Service Issues ……………………………….... 21
IV. Performance Feedback ……………………….………… 22
V. Employee Meetings ………………………………………. 23
VI. Human Resource Concerns …………………………….. 23
VII. Terms of Employment …………………………………….. 24
HEALTH & SAFETY I. Cleanliness & Health ……………………………………… 25
II. Alarms & Security Measures …………………………….. 26
III. Safety & Accidents ……………………………………….. 26
IV. Workers Compensation ………………………………….. 27
V. Employee Drug/Alcohol Use .……………………………. 28
REFERENCE MATERIAL
I. Restaurant Seating Maps ……………………....………… 29
II. Restaurant Glossary ……………………………...………. 31
INTRODUCTION 1
INTRODUCTION
Welcome to Canyons! You have been selected from a group of well-qualified
applicants because we believe you possess the talent, intelligence, attitude, energy
and enthusiasm necessary for the growth and success of our restaurant organization.
You have the opportunity to pursue a long and rewarding association with Canyons.
Your progress and advancement are contingent upon your ongoing performance.
We need and expect 100% from you. To this end, we ask that you read the following
information carefully and abide by its suggestions and guidelines. Welcome, again,
to Canyons!
The intention of the handbook is to provide you with information regarding Canyons’
policies and guidelines, and it do not constitute a contract of employment or alter
the at will employment relationship
I. Company History & Philosophy
HISTORY:
Canyons Restaurant was founded in March 1993 by Scott Perry. In May of 1998 we
opened our second Canyons (Canyons-Mountlake), operating in the Mountlake 9
Theater complex located in the city of Mountlake Terrace. In October 2003 Canyons
opened their third restaurant (Canyons-Redmond) in the Redmond Center shopping mall
located in downtown Redmond next to Staples, Ben Franklin and QFC. A fourth Canyons
(Canyons-Monroe) opened in March 2005 near Fred Meyer and the Galaxy Theater
Complex located in the city of Monroe.
Conceived and re-launched by Gunner Thind in 2012, the new Canyons franchise &
concept was developed in light of a singular vision: to do more…with less. Canyons
did not develop through data analysis, but rather from experience and intuition.
Driven by extremely high expectations of the franchisor, the Thind Group of
Companies put franchisees front-and-center, knowing that each franchise could set
and support their own “bar”.... that the franchisees are who truly deliver the goods to
Guests.
II. Mission Statement & Brand
MISSION:
The basic Canyons Mission Statement is to “exceed our guests’ expectations for food,
beverages and service, providing an engaging and memorable atmosphere.”
However our entire mission is much more. We set out to offer an environment that is
more social, recognizes specific market trends, offers real career opportunities, and
offers individuals opportunity for advancement.
INTRODUCTION 2
BEEING SOCIAL… Canyons offer Guests a hybrid experience that bridges the gap
between “upscale casual dining” and a friendly “neighborhood pub.” Buzzwords
aside, we make each of our restaurants a great place to meet, eat, and have a
drink in spaces that promote socializing.
The bar area is central to our concept; it brings energy to the entire operation by
focusing on Guests that desire a fun, stylish place to sip refreshing drinks, while
enjoying delicious appetizers ...and of course socializing! We strive for an atmosphere
that welcomes every social encounter, from planned business discussions &
meetings, to spontaneous get-togethers between friends. Let's meet at canyons!!
TRENDING… The bar area is central to our concept; it brings energy to the entire
operation by focusing on Guests that desire a fun, stylish place to sip refreshing
drinks, while enjoying delicious appetizers ...and of course socializing! We strive for an
atmosphere that welcomes every social encounter, from planned business
discussions & meetings, to spontaneous get-togethers between friends. Let's meet at
canyons!!
Canyons will go places others haven’t been while paying tribute to mainstream
practices. We like to think of our brand as timeless yet contemporary, fun yet serious,
in delivering great experiences… and, more than anything, being Social! This
includes the development of promotions, social media, and an online presence that
is appropriate for given locations
“There’s no finish line.” As simple as it might seem on the surface, tweaking and
evolving our core menu and has a great benefit. Constantly offering Guests year-
round satisfaction, we keep watch for our customers' satisfaction and desires in a
unique manner that suits the changing local marketplace; continually seizing
opportunities to delight and engage.
CAREER OPPORTUNITY… The people we’re looking for are OUTGOING and FUN,
HARD-WORKING and SPONTANEOUS. We work hard and have fun. People will always
be our most important competitive advantage; we hire and retain the best. We are
a collection of positive, passionate, ambitious, vibrant, and spirited leaders. We
surround ourselves with like-minded people, and as a result we love coming to work.
As a part of the Canyons Team, you are the driver in your own race to success.
Attitude Determines Your Altitude!! Canyons wants every team member to realize
their potential and experience personal growth within our team. Some will gain
knowledge and experience to pursue a career in the service industry, while others
may use their tenure at Canyons as a stepping stone down a different path; we
encourage every member of our team to seek their path and strive to excel.
ADVANCEMENT… The sky is the limit at Canyons! Proud of our roots with a strong brand
identity, we are dedicated to our team and maintain exponential growth plans. If your
goal is to acquire the skills and knowledge to become a Service Professional, Canyons
is a great place to launch your career. Simply put, working in a restaurant is a “real” job,
which can turn into an incredibly lucrative future. You will be working alongside some of
the most passionate and experienced people in the business. We emphasize the
importance of engaging guests and focus on building dynamic skill-sets so that our
team members learn how to excel in all areas of the hospitality industry.
INTRODUCTION 3
At Canyons we look at existing team members FIRST when considering lead and
management positions. When team members work hard, expand their service
knowledge, and go the extra mile to satisfy guests it doesn't go unnoticed. Canyons
takes pride in exceptional staff members, who take pride in Canyons.
OUR SUCCESSES:
The most significant reason for our company’s successes in such a fiercely
competitive business is our people; we recognize them as our number one asset.
Canyons has restaurant managers who consistently demonstrate their abilities,
and unwavering commitment to our company’s success. Our entire staff is carefully
chosen, well trained and clearly understand our concept and philosophies, as well as
share the drive to be the best in our industry. To this end we exude a high level of
care and continually demonstrate genuine interest in the guest experience.
The second reason for our success is our casual theme. Canyons is a great place for
everyone to meet and share a delicious meal, or enjoy one of our craft beers,
specialty cocktails or a glass of wine. W i t h H andcrafted beers on tap, a variety of
wines, a proud selection of spirits, and the best environment for sports with our
numerous large screen TVs throughout the restaurant and bar.
OUR BRAND:
The Canyons brand has evolved since 1993 to what it is today. We continually strive
to improve in all aspects of our restaurant operations as well as keep our brand fresh
and identity vibrant with updates to match trends in the restaurant industry. This is
especially true since the inception of Canyons 2.0 under Gunner Thind. We recognize
it is imperative to be leaders in this aspect, because the followers are never first
across the finish lines. Canyons prides itself on always being out in front of the pack.
Canyons has many people to thank for where we are today. As previously
mentioned, our people continue to be our number one asset and this includes
a l l o f the professionals that we have enlisted over the years.
TRAINING 4
TRAINING
After passing our application process, and once you’ve impressed us in your
interview, you’re on your way to joining the team. The next step is to establish yourself
as a serious team member, and start training!
Canyons believes that every new employee is an investment, and as our newest
asset we want to start off on the right foot. If you’ve received this employee
handbook, we plan on preparing you for a better future. We place a very high value
on training and results at Canyons. Depending on your position, you will probably
spend roughly 30 to 40 hours within a training capacity. It is important to remember
that no matter how good our trainers and training programs are, they will only be as
good as the amount of effort you put into them.
Training is a very costly process….costly to Canyons, costly to our guests, and costly to
you. At any time during your training if you determine that Canyons and you are not
a fit for employment, please be sure to let us know. All training materials are the
property of Canyons Restaurant and are confidential and should not be shared with
anyone.
I. Employee Orientation
NEW HIRE ORIENTATION:
The first step of training is the New Hire Orientation. This is an introduction to the
restaurant facility, to the crew, and to the individual roles employees maintain within
the company. During the orientation new hires are given an introduction to job
descriptions, learn about scheduling procedures, take a tour of the building, and
receive study guides to prepare for Canyons’ knowledge tests.
STUDY GUIDES:
During the first day at canyons the company will provide you with the first set of tools
to begin your insight into our standards, our practices, and the knowledge Canyons’
team members utilize in providing better than average service. You’ll receive the first
test key, so you can begin studying for the General Knowledge Test.
II. Knowledge & Testing Requirements
Every employee starts out taking the Canyons General Knowledge Test. However, to
maintain or advance your position there are additional tests you may be required to
pass. You will receive a study guide for the General Knowledge Test in your
orientation, and must pass the test within the first two weeks of employment.
After passing the General Knowledge Test you will receive a study guide for the Operations &
Procedures Test, and any additional tests you require. Failure to pass tests, verbal or
TRAINING 5
written, with less than a 90% passing score can constitute dismissal and/or suspension
from your present job. The following are the additional tests and job requirements:
OPERATIONS & PROCEDURES TEST: This test covers basic procedures, and description/pricing for food and drink items.
Passing the test is required within one month of your first shift to maintain a front-of-
house position.
WAIT STAFF FINAL TEST: This test covers in-depth procedural topics, presentation, and sales technique.
Passing the test is required for all full-time servers.
BEER & LIQUOR TEST: This test covers basic cocktail and beer descriptions, alcohol strength and portioning,
product brands, and upselling. Passing the test is required for all full-time cocktail
servers & bartenders
III. Performance Standards
Employees are expected to meet specific measurable performance standards
related to their position. Although there are tasks specific to each position, everyone
at Canyons is part of a team; therefore when another team member needs help with
their own tasks, and you have the ability and opportunity to help, help is expected of
you. Failing to help the team when you can is considered a poor performance
measure at any position.
No organization can run effectively and efficiently without the combined energies and
talents of all employees. Always respectful and positive toward your peers. Offer
assistance without being asked. Remember that no one position is more important
than another. Our guests will return if they can enjoy delicious food, great service and
a warm, friendly environment. Further, a cohesive group of professionals, such as we
strive to be at Canyons, will ensure their return.
Canyons employees are expected to maintain their skill sets, and encouraged to
excel in their positions. The following standards will be expected of each position,
they will be measured periodically throughout your employment, and they will help
determine your advancement opportunities:
HOST & EXPEDITOR:
- Greeting guests within 30 seconds of entry
- Monitor and correctly distribute guests within servers’ sections
- Notify servers of new tables within their sections
- Expediting meals properly with their corresponding tickets
- Preparing meals with correct garnishes and silverware for service
- Completing all side work and cleaning projects
TRAINING 6
RESTAURANT SERVER:
- Greeting guests within 60 seconds of seating
- Monitoring food satisfaction and notifying M.O.D. of complications
- Refilling and re-ordering beverages and condiments
- Paying attention to service timing and standards
- Following check presentation and payment procedures
- Completing all side work and cleaning projects
COCKTAIL SERVER:
- Greeting guests within 60 seconds of seating
- Monitoring food satisfaction and notifying M.O.D. of complications
- Refilling and re-ordering beverages and condiments
- Paying attention to service timing and standards
- Notifying bartender of intoxication or over service
- Following check presentation and payment procedures
- Completing all side work and cleaning projects
BARTENDER:
- Greeting guests within 60 seconds of seating
- Monitoring food satisfaction and complications
- Refilling and re-ordering beverages and condiments
- Paying attention to service timing and standards
- Notifying M.O.D. and controlling for intoxication or over service
- Following check presentation and payment procedures
- Completing all side work and cleaning projects
- Performing security and alarm procedures for opening/closing
MANAGER ON DUTY:
- Overseeing correct store opening/closing procedures
- Dealing with customer satisfaction issues
- Addressing employee complaints and HR issues
- Conserving labor costs and overseeing employee checkouts
- Responding in timely manner to interoffice correspondence
- Conveying upper-management policy and concern
IV. Work Permits
HEALTH, LIQUOR, & MINOR WORK PERMITS:
You must have a current Food Worker’s Permit and Washington State Liquor Server
Permit to work in the food service industry. The Food Worker’s Permit is available by
successfully completing a food handlers’ class at your local health department, or
through the Washington State Health Dept. website. The Washington State Liquor
TRAINING 7
permit is obtained by successfully completing a class offered by numerous private
organizations. Your manager can assist in providing information regarding classes
necessary to obtain these permits. These permits must be obtained prior to
becoming a regularly scheduled employee.
Both permits will be on file in the restaurant and can be returned upon your leaving
the company. Remember: You cannot be put into the payroll system or become a
regularly scheduled employee until you obtain these cards. Not obtaining permits in
a timely fashion can constitute dismissal and/or suspension from your present job.
Minor Parent/School Authorization Forms – Under WAC 296-125, minors that are 16-17
years old in the State of Washington are allowed to work 4 hours each day during the
school week. Minors are allowed to work 8 hours per day, Friday through Sunday.
They may work up to 10:00 pm during the week and until 12:00 midnight on Friday
and Saturday nights.
If you are hired as a minor at Canyons Restaurants, you must obtain a “Minor Parent”
School Authorization Form”. You need to have a completely filled out and signed
form returned to your hiring manager before you can begin working in your
respective restaurant as a regularly scheduled employee.
RESTAURANT PROCEDURES 8
RESTAURANT PROCEDURES
You have the opportunity to pursue a long and rewarding association with Canyons.
Your progress and advancement are contingent upon your ongoing performance.
We need and expect 100% from you. We ask that you read the following information
carefully and abide by its suggestions and guidelines. Welcome, again, to Canyons!
The intention of the handbook is to provide you with information regarding Canyons’
policies and guidelines, and it does not constitute a contract of employment or alter
the at will employment relationship.
I. Preparing for Your Shift
PARKING:
Canyons provides free off-site parking for its employees. This creates more space in
the parking lot directly in front the restaurant, and better accommodates customers.
Your vehicle information must be provided on your first day, and once you’ve received
a parking pass, you must park in the designated employee parking lot. The parking lot
is located behind the QFC building, with entrances on NE 83rd ST and 160th Ave NE.
RESTAURANT PROCEDURES 9
PERSONAL BELONGINGS:
You are encouraged to leave any personal belongings of great value at home. If
you wish to store personal articles while you work there are lockers available for
employee use. These lockers are located in the back of the restaurant near the
employee restroom and break area. As the number of lockers are limited, you may
be required to share a locker, and locks are not supplied by canyons. Canyons is
ultimately not responsible for any items left in the restaurants at any time, and if you
wish to store items you must arrive early enough to do so prior to beginning your shift.
II. Clocking In & Out
STATE LAW:
The following is an excerpt from Washington State Department of Labor and
Industries Employment Standards and Regulations (WAC-296-126-002-8):
“Hours worked shall be considered to mean all hours during which the employee is
authorized or required by the employer to be on duty on the employer’s premises or at a
prescribed work place.
If an employee is authorized or required to remain on the premises until business
necessitates their presence, all time is considered “hours worked” and must be paid. An
employee cannot legally be required to wait on the premises for business to increase
without being paid for that time. If the employer exercises his/her prerogative to send
the employee away from the premises until he/she is needed, then no pay is required.”
CLOCKING IN & OUT PROCEDURES:
To be in compliance with Washington State Department of Labor and Industries
Employment Standards Regulations, Canyons Restaurant has the following clock-
in/clock-out procedures:
All Canyons employees are required to be ready and in uniform to start their
scheduled shift prior to clocking-in. However due to the nature of the restaurant
business, employees are asked to be flexible. If at the time of their scheduled clock-
in, there is a lack of business then the employee has two options at their sole
discretion.
1) The first option is to clock-in at their regularly scheduled start time and perform
light cleaning duties in their normal work area that have been assigned by the
manager-on-duty. These assigned cleaning duties must be performed until there
is an adequate flow of business that would allow the employee to begin their
other pre-assigned functions.
2) The second option for the employee is to not clock-in at their regularly
scheduled start time thus avoiding the requirement to perform manager-assigned
cleaning duties. If the employee chooses the second option, the employee is
welcome to remain on premises should there be an increased flow of business
RESTAURANT PROCEDURES 10
during their scheduled shift. The employee may also return to their own activities,
including going home, running errands, etc. If the employee wishes to remain
considered for work should there be an increased flow of business during their
schedule shift, the employee should call management at least every hour to
determine if they are needed to work.
The employee has the right to change their mind and exercise option one at any
time. If this occurs, the employee must: (1) inform the Manager-on-Duty, (2)
clock-in, and (3) begin to perform assigned tasks.
It is important to remember that the employee always has the choice to choose
option one or two as stated above. At no time will an employee be required to
remain on the premise and off the clock while waiting for our business to
increase, unless that employee has chosen to do so. The employee will be
allowed to remain on the premise if they so choose.
Employees should not clock-in prior to scheduled start times unless requested to do so
by the manager-on-duty. The employee must remember to clock-out at the end of
their shift.
You are the only one allowed to clock yourself in or out. If you make a mistake
clocking-in or out, immediately bring it to the attention of the manager-on-duty for
correction. If you clock another employee in or out, this will be regarded as “payroll
theft” from the company and can constitute dismissal and or suspension from your
present job.
You are not paid for the time spent eating an employee meal. Employee-discount
meals must be eaten before or after your scheduled shift.
PUNCTUALITY:
You are expected to be at work, dressed and ready to begin your shift at your
scheduled time (Refer to “Clocking In & Out” section above). Punctuality and
dependability are very important at Canyons. You must show up for work ON TIME.
Allow yourself enough time for the following:
Eat your employee meal & bus your dishes.
Check your appearance.
Check your work area.
Review the employee notice board.
Check-in with the Manager-on-Duty
Put personal belongings put away.
If you choose to eat at Canyons before a shift, you need to arrive 30 minutes early to
allow enough time for ordering, preparation and eating of employee meals before
your shift begins. There is no eating while on duty unless you have manager
approval. You are welcome to eat after you have finished your side work duties and
have clocked-out.
RESTAURANT PROCEDURES 11
III. Checkout Procedures
SIDEWORK:
Every front of the house position has tasks that must be performed before clocking
out. There are general cleaning and rotation tasks which are outlined and posted
throughout the restaurant. These tasks must be performed in timely manner, and it is
you responsibility to be aware of your side work, or ask for clarification. Side work
must be signed off by MOD or bartender before clocking off and leaving the
building.
TIP REPORTING:
The U.S. Supreme Court has determined that it is the employer, not the employee
that is responsible for the accurate reporting of employee tip income. Tips are a
source of income and as such are subject to taxation. Therefore, underreporting or
inaccurately reporting tips is the same as tax evasion and may subject the restaurant
and the employee to a tax audit. To this end, Canyons requests that every tipped
employee declare 100% of their tips. As further proof of tipped income, employees
should keep a daily journal of their tips, including notes that explain why tips may be
less than or greater than usual. We strongly encourage good record keeping and
personal responsibility in this area to alleviate stress and problems should you ever be
subject to an audit.
Every tippable position at Canyons is required to declare tips when checking out in
the P.O.S. system. When clocking out, you are prompted to enter the amount of tips
you will have received for your shift, and should enter the correct amount.
CHECKOUTS:
All positions such as servers and bartenders which collect revenue for the restaurant
must perform a checkout in the P.O.S. system. The checkout summary includes
important sales data and revenue information. This checkout should be folded with
the employee’s name, void amounts, and net cash owed presented on top. All
credit slips should be placed behind the checkout, and any void or comp slips
behind those. All paperwork should then be placed in an envelope with any cash
that is owed to the restaurant as per the Net Cash number on the checkout.
RESTAURANT PROCEDURES 12
Paperwork must be prepared in proper order and dropped in the safe, located on
the wall outside of the manager’s office.
IV. Guest Interaction
GREETING GUESTS:
Guests entering the front doors should be greeted within 30 seconds with a consistent
and friendly greeting. A greeting of “welcome to canyons,” or “welcome back”
should be stated before asking how many are in the party, and where they would
like to sit. When asking about seating preference you should only ask if they prefer to
sit inside vs. outside, or in the restaurant vs. the bar.
Guests may have a specific table preference or request a particular server. These
requests will honored, with consideration for reservations and the current amount of
tables a server has in their section.
If staff members notice an impaired or handicapped guest entering with a
wheelchair or walking aid, they must assist the guest with the doors. Handicapped
guests and/or guests that require high chairs or child seating may be asked about
specific table preferences and seated accordingly.
PHONECALLS & MESSAGES:
At Canyons, everyone participates in answering the phones. Hosts and M.O.D.’s
should be first to answer phones if they are available, as servers and bartenders risk
lesser service when taking phone calls. If circumstances dictate that you need to
answer the telephone, please use the following procedures: Answer the phone within
three rings. Please say, "Thank you for calling Canyons in [location], this is [name]. How may I
help you?"
If the call is for a manager, ask for the caller's name and company. Ask the
folded with empoyee
name, voids, and total
cash owed showing on
top
Checkout
all signed credit slips,
grouped together by
card type (Visa, Amex,
etc.
CreditAny
comped, discounted,
or voided checks
Voids PLACE IN
ENVELOPE WITH CASH OWED
DROP IN SAFE
RESTAURANT PROCEDURES 13
caller if it is ok to place him/her on hold (i.e. “May I please put you on hold?”),
place the caller on hold, and inform the appropriate manager.
If the call is a guest complaint, follow above and notify a manager
immediately. If no management person is in the restaurant, as politely as
possible, take a message--including name, phone number and day the guest
visited the restaurant. It is important to let the guest know that you are
concerned, but never make any judgment on the guest’s complaint.
If the call is a general guest inquiry, answer their question. If you do not know
the answer, direct the question to the appropriate person. NEVER answer a
question if you are not sure of the correct answer. This can ultimately lead to
guest dissatisfaction or confusion.
If the call is for an employee and it is not an emergency, take a message and
give the message to the employee. The message should include the caller's
name, phone number, time of call, and a brief message.
Only managers are authorized to conduct business on Canyons’ behalf. Any
solicitation or any other form of business must be referred to the M.O.D.
ALWAYS take a message in the case of solicitors, as well as ANY calls for the
owner, and inform them they will be called back at a convenient time.
Please be polite, professional, and courteous on the phone as guests often judge a
restaurant by the response they receive when they call. A missed phone call or a
rude or apathetic response over the phone can costs any restaurant future business.
If a guest is calling to make a reservation be sure to take down as much information
as possible and never forget to
LARGE PARTIES AND GROUPS:
Canyons has specific policies for large parties of 7 or more people. Large parties are
subject to an automatic 18% gratuity on their total bill, and parties without a
reservation are presented only one check at the table, and are not allowed to split
the bill between individuals.
The 18% gratuity can be waived at any time by a server, if they choose to do so.
However the one-check policy can ONLY be modified or waived by the M.O.D. for
that shift. It can be waived by the M.O.D. when the server feels comfortable enough
splitting without losing attention to their other tables, or when the flow of restaurant
business allows the time to do so; also if it has been pre-arranged for a reservation.
Our split check policy is in place to encourage reservations at least 24 hours in
advance. Large parties that arrive without a reservation put a great burden on the
restaurant, since we schedule our serving & kitchen staff for the business that is
expected for the day. It also hurts our customers by overloading servers and taking
away from the service and food timing of every other table in the restaurant.
The form below is available for taking down group reservations. It should be filled out
when taking the call. After it is completed the form should be given to the M.O.D. for
confirmation, and the reservation should be entered into Open Table.
RESTAURANT PROCEDURES 14
Make sure all fields are
filled out correctly
Be sure to get as much
detail as possible
Note any preferred
tables or patio seating
Always turn in form to
A manager
MANAGEMENT:
For each lunch and dinner shift, there will be at least one manager on duty who has
total responsibility for the operations of the restaurant during that shift. The Canyons
management Team must be informed of any of the following situations, and will be
responsible for addressing related concerns:
Requests for large party reservations of 7 or more.
ANY complaint received from guests. Never allow a guest who has expressed
concerns to leave the restaurant without speaking to the floor manager. A guest complaint may be a verbal complaint or an untouched entrée pushed to the
side of the table along with numerous of other signals.
Handling of any lost and found items.
Personal problems which may affect your job performance. Don't be afraid to
discuss matters, and managers should exercise as much discretion as possible.
Any questions concerning security, theft, harassment or safety.
V. Paychecks and Tips
PAYCHECKS:
Pay periods run from Monday through Sunday for a 14-day period. Paychecks are
distributed after 3:00 p.m. every other Friday, following the last day of each pay
period. Be sure that a current employee I9 form and a W-4 form are always in your
file. W-2 forms are mailed out by the end of January. It is essential that we have your
current address on file. If you leave the company, it will be your responsibility to
inform us of any address changes.
TIP POOL AND DUE-BACKS:
Canyons will always try to have cash tips owed to servers (also called due-backs) by
the next work day. However, this ability to provide them is determined by the
number of cash payments the restaurant receives during the week. Therefore
amounts are only guaranteed by the following pay day.
RESTAURANT PROCEDURES 15
All Servers pay 3% of their net sales into a Tip Pool Fund. These funds are used to tip
out the front-of-the-house support staff. Every two weeks on Pay Day, the total
dollars paid into the Tip Pool Fund are divided and distributed to the support staff
based on the total number of hours each individual has worked. These funds are
taxed accordingly when distributed on individual paychecks.
The total Tip Pool generated in a two week period is a direct correlation to the
revenue generated by the restaurant. Employees who receive Tip Pool funds can
generally expect an additional $1.00 to $4.00 per hour in addition to their hourly
wage. The range depends on many factors including, but not limited to, punctuality,
personal appearance, attitude, productivity and product knowledge.
PAY DEDUCTIONS:
Money can be deducted from your paycheck to help cover your shortage due to
walk-outs, breakage, and errors on guest checks (errors on your department
checkout). It is not our intent to penalize, our intent is to prevent losses from occurring.
However, if you are found to be responsible for any of the losses listed, we may have
the amount deducted from your paycheck, or collected at the end of the shift:
A guest walks out on a bill due to your neglect or willful act. Management
must be notified immediately when a walkout occurs.
You willfully fail to follow established procedures for accepting credit cards and
thereby accept an expired credit card, fail to obtain authorization for a
charge, or fail to use the electronic data capture system properly.
You willfully add a guest check incorrectly or undercharge a customer.
You deliberately break or damage any restaurant equipment or property.
You accept a personal check or traveler’s (neither are accepted).
You incorrectly complete a department check out and your drop is short.
KITCHEN TIPPING:
Servers are allowed to contribute to a general kitchen fund that is distributed to
kitchen staff members accordingly on a bi-weekly basis.
VI. Breaks and Employee Meals
EMPLOYEE BREAK TIMES:
Canyons break policy is in accordance with all Washington State and Federal labor
laws. All breaks must be management approved. Taking a break without prior
approval from a manager can result in dismissal and/or suspension from your present
job. When taking a break, you must begin and end either a paid or unpaid break on
the POS. Employees are not permitted to be anywhere visible to guests while taking
their breaks. There is an employee break area, located in the back of the kitchen
where you may sit for your break, and cell phone use is permitted.
RESTAURANT PROCEDURES 16
SMOKING:
Smoking during a regularly scheduled shift of 4 or more hours is only permitted during
an authorized break and must be done outside of the restaurant, away from the view
of guests, and in accordance with all state laws regarding smoking. Canyons does
not allow its employees to smoke anywhere on the premises including the parking lot.
Smoking affects your personal appearance and hygiene and gives an odor that is
often offensive to guests. After smoking during a manager-approved designated
break, we require that you wash your hands, ask that you use breath freshener or a
breath mint, and do whatever else is necessary to remove the offensive cigarette
odor. Remember, we are all here for the guest.
EMPLOYEE MEALS:
Only the Bartender M.O.D. may order and discount food for an employee. Before
the food order takes place, the employee must have a form of payment in their
possession and the food must be paid for immediately after it has been ordered.
Employees who are scheduled to work a shift that day can purchase all menu items
at 50% off, except for discounted items or items from the Happy Hour Menu. Meals
should be eaten immediately before or immediately after your work shift on your own
time. You may eat in the designated employee area or outside of the restaurant
away from the view of guests. You must bus your own dishes when finished.
While off duty on a day off, you are entitled to receive a 25% discount of the total food bill
(up to 8 guests).
Absolutely no snacking of food during your shift is allowed. Drinking non-alcoholic
beverages is permitted, but only in designated areas. While soda, juice and coffee
are available for free during your shift, energy drinks and other premium beverages
must be purchased at a 50% discount.
“Garbage mouthing” (eating restaurant food you didn’t pay for like a French fry off
the expo line) can result in a loss of all employee meal privileges, including all
discounts, for a period of one month. Continuous garbage mouthing can constitute
dismissal and/or suspension from your current job.
VII. Scheduling & Time Off
WORK SCHEDULES:
Once you are hired you will be given log-in information to set up your HotSchedules
account. The HotSchedules program will allow you to view your schedule and make
requests for days off online. If you do not have access to a computer or smartphone
to view schedules and messages, please let management know immediately. We
will allow you to access your account using the staff computer whenever necessary.
RESTAURANT PROCEDURES 17
Schedules are posted on Wednesdays prior to the schedule week. Time-off requests
and availability must be updated by 8 p.m. every TUESDAY for consideration on the
next week’s schedule. Please remember that the earlier your requests are submitted,
the higher the chance your request is granted. Also keep in mind that no request is
guaranteed. If your availability is not up-to-date it will be YOUR responsibility to cover
shifts you cannot work. When any date or shift is not blocked in HotSchedules it is
assumed that you can be scheduled during those times.
If you are the last person to request time off you will have the lowest priority, and
remember that you are not guaranteed time off. Even if you have made plans
management is not obligated to cover your shift. All requests for time off, all
scheduling changes, and all shift trades MUST be approved by a manager. If a
change is time sensitive, or affects a previously posted schedule, you must speak
DIRECTLY to a manager over the phone or face-to-face.
All employees must maintain current contact info with management, including
phone numbers. Having accurate contact numbers allows the best communication
in our scheduling process, and also allows more flexibility for yourselves in the event
that you may need shift coverage.
Because of the nature of the restaurant business, Holidays can be some of the busiest
days of the year. We are closed on Thanksgiving, Christmas Day, and Independence
Day. However near these holidays, or during many others we often experience high
volumes of business. Despite employee requests you may be scheduled to work
holidays. This is the nature of the food service industry, and refusing to work a
scheduled shift on a holiday will result in disciplinary warnings or termination.
EMERGENCY OR ILLNESS:
If you cannot be present for a shift due to an emergency or illness you will not be
excused for the absence unless you contact a manager DIRECTLY. You must inform
a manager over the phone or face to face, and proof of illness or emergency may
be required (i.e. a doctor’s note).
LEAVE OF ABSENSE:
You may apply to your general manager for a leave of absence. If approved, every
effort will be made to rehire you. However, re-employment at the same job, shift,
and rate of pay is subject to availability. A leave of 30 days is given to any full-time
employees once approved, however a leave beyond 30 days will require you to
petition for your salary and position with General Manager or equivalent. Extended
personal leaves beyond 60 days will REQUIRE a written petition to management.
Unpaid maternity leave is extended for up to 30 days to female employees & 7 days
for male employees after giving birth to a child, and Canyons will allow for
unconditional re-hire at previous position and rate. Beyond these timeframes
employees will have to petition for re-hire at previous position and rate.
OPERATIONS 18
OPERATIONS
A restaurant can be a fun and lucrative place to work. However like any business
there must be guidelines in place to maintain our success, and avoid uncomfortable
situations for guests and employees. Although some actions or behaviors may seem
trivial to an individual, there are many instances where a small concern can result in
large consequence for our restaurant.
The following are the operational guidelines for all employees meant to keep
everyone safe, and maintain an ideal atmosphere to serve all of our guests.
I. Appearance Standards
We take our appearance and uniforms very seriously. Shirts, skirts and pants must
always be clean and presentable.
Shirts are to be tucked-in. Shirts do not need to tuck-in but should not expose any skin
when reaching for plates with one or both hands. It is suggested that shirts not be
100% cotton as they will fade sooner, require more ironing and maintenance, and
therefore will likely need to be replaced sooner. So if you have any doubt and are
not sure about your uniform components, save the receipt, ask the MOD for their
approval prior to wearing it in to work a scheduled shift, as there is a possibility of
being sent home.
Again, the MOD will be the final decision maker on whether a shirt, shoes, skirt, pants,
jewelry, or any other part of your uniform is acceptable and up to Canyons Uniform
Standards!
PERSONAL APPEARANCE
Canyons is a ‘mainstream concept’, not an ‘edge concept’. Therefore we expect
our crewmembers to dress and groom themselves accordingly. We must maintain a
mainstream look with broad appeal for the business person, families with young
children, and people of all ages. Prior to making any dramatic image or style
changes, please consult your General Manager, as he/she will be the final arbiter of
Canyons Personal Appearance standards. The management team at your
restaurant will not allow you to work your scheduled shift if you arrive to work out of
compliance with the following standards.
1. Hair: Your hair should be neat, clean, naturally or subtlety colored, trimmed
and styled. Employees with longer hair need to have it pulled back, as any
haircut that contradicts local health standards is not suitable for food service.
2. Facial Hair: Men are expected to be clean-shaven for every shift they work.
However beards, sideburns, mustaches, and goatees are allowed but need to
be kept trimmed and must be grown while on vacation.
OPERATIONS 19
3. Finger Nails: Nails must be kept clean and well-manicured. Unusual nail polish is
not acceptable. Natural colors (or red or pink) are best.
4. Scent: Employees should refrain from using heavy colognes or perfumes. If
employees wish to use cologne to cover up tobacco smell after a break we
suggest bringing a jacket to wear while on break, and to wash hands and face
thoroughly with soap after returning.
5. Makeup: Cosmetics should be worn in good taste, but should not be excessive,
using subtle, non-offensive color and style choices.
6. Jewelry for Men: Earring hoops that do not exceed ½ inch in size are allowed.
Studs in the ear are acceptable but do not exceed more than two per ear.
Unacceptable jewelry for men includes anything that involves the nose, lips,
eyebrows or chin. Bracelets and wrist bands are acceptable as long as they
are not offensive, and do not contradict local health standards or effect
employee performance.
7. Jewelry for Women: A simple necklace that co-ordinates with the designated
uniform is allowed. Earrings are acceptable as long as the hoops do not
exceed 2 inches in size. Studs in the ear are acceptable but do not exceed
more than two per ear. Bracelets and wrist bands are acceptable as long as
they are not offensive, and do not contradict local health standards or effect
employee performance.
Unacceptable jewelry for men or women includes anything that involves the nose,
lips, eyebrows or chin.
UNIFORM STANDARDS
There are two sets of style guidelines in the uniforms allowed for front of house staff:
MEN
Black Shirt with a collar, buttoned down front ( no preference on pockets)
Black Pants
Black Shoes, not open toed, open heeled, clog style, or overtly ‘sneaker’ styled
(excessive stripes, colors, etc.)
Black Shorts (you are allowed to wear standard running cross training or tennis
shoes with shorts when allowed by the General Manager)
Black undershirt (no white or colored undershirts)
WOMEN
Black Shirt to match the styles approved by the managers ( i.e. no exposed
midriff or see-thru)
Black Pants or Skirt (in accordance with health code, socks, nylons, or tights
must always be worn)
Black Shoes, not open toed, open heeled, clog style, or overtly ‘sneaker’ styled
(excessive stripes, colors, etc.), or soles so thick as to be unsafe.
Black Shorts (you are allowed to wear standard running cross training or tennis
shoes with shorts when allowed by the General Manager)
OPERATIONS 20
DRESS CODE:
Employees must arrive to work in appropriate attire, ready to work, or arrive early
enough to be ready at the time of their scheduled shift. Clothes and accessories must
be clean, pressed and presentable, adhering to the Uniform Standards listed above.
Employee uniforms should be form fitting (not baggy) to avoid being caught in
equipment or touching any food products. Uniforms must be clean with no stains,
holes or tears when starting a shift.
In any instance where male employees wish to dress to female standards, or female
employees to male standards, this may be allowed with the approval of the General
Manager. However employee appearance should remain professional and consistent,
and employees must adhere to one or the other.
Canyons recognizes the importance of individually held religious beliefs to all
employees. We will reasonably accommodate a staff member’s religious beliefs in
terms of appearance and uniform standards unless the accommodation creates an
undue hardship. Accommodation of religious beliefs may be difficult in light of safety
issues for staff members. Those requesting a workplace attire accommodation based
on religious beliefs should address any necessary accommodations with the General
Manager.
GROOMING & HYGEINE:
Employees are the most important link in preventing foodborne illness. Good personal
hygiene, including proper and frequent handwashing is the best way to prevent
foodborne illness. This also includes arriving to work having properly cleaned your
uniform, as well as any exposed hair or body parts.
Employee hygiene should not affect the work of other employees or the experience
of any guests. Having noticeably poor hygiene or grooming could increase the
chance of contaminating food, spreading illness to others, or preventing a guest
from returning. If an employee has poor hygiene on multiple occasions they may be
removed from the schedule or ultimately terminated.
II. Personal Conduct
WORKPLACE BEHAVIOR:
Any time an employee is on the premises they should represent themselves as a
professional. Canyons will not tolerate any behaviors or attitudes which may
compromise the brand, undermine our customers, or create an uncomfortable
environment for other staff members. We make it a priority to create a safe and
relaxing environment for all customers, and we depend on every employee to help
maintain a positive atmosphere.
OPERATIONS 21
PERSONAL CONDUCT:
Immediate termination can result, without any previous warning, written or verbal, as
a result of, but not limited to, the following:
Acts of violence, theft, or dishonesty, either toward guests or fellow employees of
Canyons.
Drinking or drug use before or during your shift.
Drug possession or use in the restaurants or parking lots.
Inappropriate conduct, including sexual harassment, stalking, sexual references or
innuendoes, inappropriate physical contact, inappropriate language,
inappropriate touching, etc.
Failure to report to work without previously notifying a manager.
A negative discussion of tips with guests.
Giving or receiving a free drink or meal. Deliberately not charging or
undercharging a guest for an item, or not ringing up the item at the point of sale.
Over-portioning any food or beverage item for a guest.
Misuse of a guest discount or promotion or misuse of employee discount.
Alteration of a credit card voucher in any way.
Verbal abuse of guests, fellow employees, or managers.
Failure to follow a direct instruction from a manager or other acts of
insubordination.
Removing any products or items from the restaurants without management
approval. Removing any item from the restaurants owned by a guest or
employee.
PERSONAL PHONE USE:
Restaurant phones cannot be used to receive incoming calls or to place calls for
personal business, except in an emergency. If any employee receives a personal
call, a message will be taken, and the employee must have M.O.D. approval to
return a call.
Employee cell phones are to remain off, or in the Employee Break Area or lockers
while the employee is on the clock. Cell phones may be used during approved
breaks or at management’s discretion but personal cell phone conversations should
not be visible to guests at any time.
SOCIAL MEDIA
Social media can be a great tool to engage employees and customers with our
brand. Positive interactions are encouraged to help create enthusiasm and
connection with the restaurant, however no employees are required to interact with
Canyons Restaurants through online platforms. Any interactions are considered a
reflection of overall employee conduct. As an employee you are responsible for all
statements made online. An employee’s attitude and conduct are considerations
In the designation of shifts, raises, and promotions.
OPERATIONS 22
Every employee has the right under the National Labor Relations Act to discuss
(positively or negatively) their experience and concerns in the work place. However
any harassment, discrimination, or slander of the business can result in disciplinary
measures or termination. Please bring issues or complaints to management before
making any online statements.
OFF THE CLOCK:
Canyons wants you to enjoy our restaurants socially after your shift or on your day off.
Please do not abuse this privilege. There are several guidelines for any employees
who wish to drink or dine in the restaurant
1. When off duty and using the restaurants for personal enjoyment, please dress
suitably and remember that you represent Canyons even when off duty.
2. Do not discuss tips, guests, or any problems that occurred during your shift.
Guests may overhear these discussions.
3. Please do not interfere with the duties of working employees. When off duty,
do not loiter in the working areas of the restaurants.
4. Do not expect any special privileges or services.
5. Obey the state liquor laws. Do not compromise a working employee with
excessive drinking or unsuitable behavior.
6. An employee may only be in the restaurant as a guest on a day which they
have not worked, and must be out of uniform.
III. Mistakes & Service Issues
There are times when a guest is brought an incorrect dish or sends back food they
are not satisfied with. As soon as this happens the server should bring the dish to the
back line of the restaurant, and it should be brought to the M.O.D.’s attention
immediately. They Manager will approach the guest and decide how to address
the situation.
The Manager will also determine whether employees may eat any discarded food
or kitchen mistakes; do not start eating it, assuming it's going to be thrown away. If
employees are permitted to eat a mistake it should be taken to break areas away
from food preparation and service stations, and eaten when time is allowed.
Any discounts or comps for guests as a result of service issues will be determined by
the Manager. Only they may determine and apply discounts or comps. Any
employee discounting guest checks without authorization may be forced to pay
back the amount as well as face disciplinary action.
IV. Performance Feedback
Employees can, depending on the circumstances, be the recipients of either positive
feedback or constructive criticism. These are used as instructional and directional
tools so an employee can learn and improve their service. This will be done on an as-
OPERATIONS 23
needed basis and should never be taken as a personal attack. Employees are
encouraged to pass on to management any ideas, observations, or thoughts you
might have regarding restaurant operations, conservation, personal matters, etc.
Constructive feedback is always welcome at Canyons so long as it is done
professionally at the appropriate time.
V. Employee Meetings
Periodically, mandatory general meetings will be held to discuss restaurant business.
In addition, departmental meetings will be held at the discretion of the
management. Scheduled meetings are the same as a regular work shift; you must
be there on time. Failure to attend a meeting without previously being excused can
result in a written warning or termination.
VI. Human Resource Concerns
EMPLOYEE COUSELLING:
If a manager has a specific behavior to address with a Team Member, a manager
will generally sit down in the restaurant and meet with the employee. These meetings
are not necessarily going to be a negative experience. Remember . . .”I need to talk
to you” can mean many things. Any problems you may have can be handled on a
one-to-one basis with any manager in the company. One aspect of management
philosophy is approachability. This policy extends all the way to the owners of the
company.
HARASSMENT POLICY:
We expect all employees to work in a professional and business-like manner.
Canyons is committed to provide a work environment free of discrimination or
harassment of any kind. Our ability to keep that commitment depends upon your
cooperation.
Harassment of any employee by fellow employees is unlawful and discriminatory and
is not permitted regardless of the employee’s position, working situation or
relationship. Harassment of a sexual, religious, racial, or ethnic nature is expressly
forbidden. Harassment includes unsolicited remarks, gestures, or physical contact as
well as displays or circulation of written materials or pictures derogatory to either
gender or to racial, ethnic, or religious groups; or basing personnel decisions on an
employee’s response to sexually-oriented requests.
Engaging in any act which discriminates against another employee because of race,
color, national origin, sex, religious, creed, marital or veteran’s status, age, the
presence of a disability, or any other basis prohibited by local, state, or federal laws
will not be tolerated. Sexual harassment is improper, illegal and grounds for
immediate termination.
OPERATIONS 24
Any team member who experiences conduct of this sort or feels that their work
environment has become a hostile or offensive place to work, should immediately
bring the matter to the attention of the Manager on Duty, or if the manager is
involved, should bring the concern to the restaurant owner or any other person in
General Management.
EMPLOYEE RELATIONSHIPS:
Employees may develop friendships and relationships both inside and outside of the
workplace. If any relationship arises which interferes with the productivity of
employees, creates adverse workplace behavior, or creates a perception of
favoritism cannot be allowed.
Any employee in a managerial or supervisory role who enters into a personal
relationships with employees who report to him or her are almost always perceived as
granting favoritism, of misusing authority, or potentially of sexual harassment.
Even if no improper conduct occurs, the relationship may cause negative
perceptions, dissatisfaction, and distraction among other employees in the
workplace. The relationship may appear to other employees as an inappropriate use
of position power, and will not be permitted. In any such instance one of the
involved employees will have a chance to change locations within the organization,
otherwise the employee in the supervisory position may be terminated.
Additionally, any fraternization with any employee who reports to the manager or
whose terms and conditions of employment such as pay raises, promotions, and
advancement are potentially affected by the manager, is prohibited. The
fraternization that is prohibited by this policy includes dating, romantic involvement,
and sexual relations.
VII. Terms of Employment
INVOLUNTARY TERMINATION:
Canyons Restaurants or its employees are free to terminate the employment
relationship at any time, without notice or cause. Any alteration to this ‘at will’
employment relationship between Canyons and an employee must be in writing,
executed by the employee and the Owner.
HEALTH & SAFETY 25
HEALTH & SAFETY At Canyons we recognize that people are the most important asset of our business.
As our most valuable resource employee safety is always a priority. Canyons team
members must all work together in providing a safe work surrounding, and follow
procedures to protect everyone’s health and safety. It is responsibility of all
employees to perform his or her duties in a safe manner in order to prevent injury to
themselves and others.
I. Cleanliness & Health
WORKING HEALTHY:
As required practice, these guidelines are fundamental in the operation of any food
service establishment, and should be adhered to by all Canyons employees at all
times. While cleaning and maintenance tasks may seem tedious or at times or even
unnecessary, they can prevent conditions that lead to unsafe conditions or
accidents.
HOUSEKEEPING:
The level of cleanliness in our restaurants will have a bearing on whether our guests
will return. Be conscious of keeping the workplace neat and tidy – Pick up that piece
of paper, wipe down that surface, mop up after spilling. Take pride in yourself, your
job, and your environment. “Sweep, scour, and scrub" restaurant clean-ups will be
held at regular intervals.
A couple of housekeeping reminders:
Bleach towels are to be carried on trays and are not to be stored/carried in
aprons at any time.
Use a tray when bussing glassware. Picking up glasses with your fingers inside a
glass is not acceptable.
Sidework duties are a function of all team members’ jobs and are assigned to all
employees. Failure to follow your specific sidework duties and failure to have those
duties approved and signed-off so that you may clock-off and leave the workplace
can constitute dismissal and/or suspension from your present job.
EQUIPMENT CARE:
Please take care of all equipment, dishes, glassware, and utensils. Repairs and
replacements are expensive, and a resulting accident can be even more costly.
When equipment is defective or breaks down, report it to your manager
immediately. Most breakage of serviceware is due to carelessness or improper
handling. Follow the following guidelines when handling restaurant dishware.
HEALTH & SAFETY 26
1. Do not overload bus tubs or carry too heavy a load.
2. Watch where you are going and pass on the right.
3. Place dishes and glasses carefully in the appropriate tubs and racks.
II. Alarms & Security Measures
ALARMS & SECURITY SYSTEM:
Canyons Restaurants utilizes many systems in each of its restaurants – fire alarms,
burglar alarms, smoke detectors, emergency lighting and camera security systems.
We employ these systems for the safety and security of our employees and patrons.
Be sure to notify a manager if you become aware of any malfunctions in any of these
systems.
ROBBERY:
If you are ever involved in a robbery situation and threatened with bodily harm, BE
COOPERATIVE and DO WHATEVER IS ASKED OF YOU. MONEY CAN BE REPLACED, BUT
YOU CAN'T!
III. Safety and Accidents
GUEST ACCIDENTS:
At Canyons, we provide our guests with an enjoyable, safe restaurant. Should a
guest accident occur however, provide prompt assistance, regardless of who is at
fault or which area of the restaurant the accident occurred. Call 911 if appropriate
and always get a manager immediately.
GENERAL SAFETY & ACCIDENTS:
Severe accidents can be caused by oversights and carelessness. Be aware of these
safety steps:
1. Spills and broken dishes must be cleaned up immediately to avoid potential
injury.
2. Keep aisles and walkways clear of boxes, bus tubs, etc.
3. Be familiar with the proper procedures for using, cleaning, and storing knives and
other sharp utensils.
4. Take broken glassware to the bar and place in the proper bucket. Give broken
and chipped plate ware to the M.O.D. or K.M.O.D., as we receive credit for all
chipped and some broken plate ware.
5. Refrain from horseplay or safety compromising antics while in the workplace.
6. It is imperative that all employees wear only rubber sole shoes. Canyons
Restaurant assumes no liability for falls and slips in the restaurants when improper
footwear is worn.
HEALTH & SAFETY 27
IV. Workers Compensation
WORKER’S COMPENSATION INSURANCE:
You are covered by Workman's Compensation Insurance, which takes care of
accidents on the job. If you are injured at work, you are required to inform the floor
manager immediately. If the proper insurance forms are completed, all of your
medical bills will be paid by Workman's Compensation Insurance. Loss of time will
also be paid after a waiting period. The length of the waiting period and the
percentage of your salary that will be paid for lost time are established by state law.
UNEMPLOYMENT COMPENSATION:
If is often the belief that people are entitled to unemployment compensation
because they have “paid” into it. Unemployment benefits are paid for by businesses
so this is not true. Canyons general rule is that we will dispute any unemployment
claim.
V. Employee Drug/Alcohol Use
Every employee should report to their shift ready to work. Use of drugs or alcohol
before or during a shift creates a dangerous work environment for all customers
and staff. Immediate termination can result, without any previous warning,
written or verbal, as a result of, but not limited to, the following:
• Drinking or drug use before or during your shift.
• Drug possession or use in the restaurants or parking lots.
Any narcotics or intoxicants used in the workplace, without a doctor’s prescription
and express permission from management, is against policy as well as state and
federal law. This includes the use of recreational or medicinal marijuana, which
despite legalization, is still 100% illegal when consumed in public spaces or in private
employment settings. If at any time management reasonably believes an employee
to be under the influence of a controlled substance, they can and will be asked to
take a urine analysis at that time. The following are reasons an employee would be
reasonably suspected:
• Direct observation of drug use or its physical symptoms, including slurred
speech, agitated or lethargic demeanor, uncoordinated movement, and
inappropriate responses to questions
• Abnormal conduct or erratic behavior while at work, or significant
deterioration in work performance
• A report of drug use provided by a reliable and credible source that has
been independently corroborated
• Evidence that the employee has tampered with current drug test results
HEALTH & SAFETY 28
• Information that the employee has caused or contributed to an accident at
work, or
• Evidence that the employee has used, possessed, sold, solicited, or
transferred drugs while working or at work.
If an employee is suspected of using substances, failure of a urinalysis, or refusal to
take one before leaving the premises will result in immediate termination and
removal from the property; there will be no exceptions. Intoxication in the workplace
endangers the employee, their co-workers, and our customers, and ABSOLUTELY
cannot be tolerated as it risks the health and safety of everyone at Canyons.
REFERENCE MATERIAL 29
REFERENCE MATERIAL
After passing our application process, and once you’ve impressed us in your
interview, you’re on your way to joining the team. The next step is to establish yourself
as a serious team member, and start training!–
Canyons believes that every new employee is an investment, and as our newest
asset we want to start off on the right foot. If you’ve received this employee
handbook, we plan on preparing you for a better future.
I. Restaurant Maps
BAR AND LOUNGE:
REFERENCE MATERIAL 30
RESTAURANT:
REFERENCE MATERIAL 31
II. Restaurant Glossary
RESTAURANT LINGO:
The following is a list of common terms you can expect to hear while working the
restaurant floor or the expo line. These are standard restaurant terms used throughout
the Food & Beverage Industry, and It is beneficial for every employee to be familiar with
their meanings.
ALL DAY - Restaurant jargon meaning, “total needed” or “total on hand”. For
example, “I need 4 down, 10 all day!” means put four patties on the broiler. There
should be a total of ten patties on the broiler altogether.
BEHIND - Term used by a fellow employee as a forewarning that they are coming
up in back of you and you should not back up.
CORNER - Term used by a fellow employee as a forewarning that they are
approaching a corner possibly with a full tray of food so beware.
EIGHTY-SIX’D - “86” is a term used when we are out of any item (i.e. if the special is
86’d, we are no longer serving the special of the day)
FIRED - A term used to describe a menu item that has begun to be prepared.
GARBAGE MOUTHING - The act of eating any food item that has not been paid for
(i.e. eating French Fries off a plate waiting on the food line or a crouton from the
salad line.
KITCHEN WAIT - A term used when even though there may be open tables in the
restaurant, we have people wait before we seat them until the kitchen can catch
up with the tickets they have on the line.
MOD/KMOD - The abbreviations for “Manager On Duty” and “Kitchen Manager
On Duty”
ON THE FLY - A term used to describe a rush order or immediate correction of a
wait or kitchen error. It expresses the urgent need of a menu item.
PRE-BUS - The act of removing all unused glassware, plate ware, paper napkins,
etc. from a table while the guests are still at the table.
RING IN - A term used to describe the process of ordering menu items on the
computer system.
ROTATION - A process for moving the oldest food product to the front or top of a
container or storage area to ensure it is used first. A process for maintaining food
quality by always using the oldest product first. A simple rule of thumb for
rotation: left to right, top to bottom and front to back.
REFERENCE MATERIAL 32
SANITIZING - A process using very hot temperatures or chemicals to kill bacteria
during the cleaning process.
SAUTÉ - A method of cooking menu items very quickly over an open gas flame in
a pan. This process cooks the food quickly and seals in the flavor and juices of the
food.
SELL - A term used to describe the process of giving a completed order and ticket
to a server to deliver to the guest at the table.
SOLD - A term used to describe an order that has been completed and ready to
deliver to the guest at the table.
STOCKING - A procedure for bringing up product levels at a station. A procedure
that occurs in preparation for peak rush periods.
TOP – As in “4-top” or “big top.” Refers to the number of people seated at a table,
in these examples; a four-person table and a table with many people.
RESTAURANT AREAS, TOOLS & EQUIPMENT:
The following are terms for items and areas found throughout the restaurant. You
may encounter several terms for the same equipment or area, so it is beneficial to
know these common terms, and also ask for clarification whenever there is confusion.
BLEACH SOLUTION - A solution of 1 capful of bleach per 5 gallons of warm water.
Hot water only allows the bleach to evaporate. Cold water is not effective for
cleaning greasy items.
CATCH TRAY - A tray that is found below equipment such as the broiler or
starburners that catches ashes and overflow from items being heated on these
pieces of equipment.
CONDIMENTS - Sauces, dressings, or ingredients used to prepare or assemble
menu items in the kitchen.
DUMPSTER - A large garbage receptacle found outside of the restaurant. Usually
enclosed in a separate area near the rear of the building.
EXPO STATION - the area where foods are garnish and prepared for final
presentation to guests.
FLAT RACK - A rack used in the dish machine that is flat and has no supports for
stacking dishes upright. It allows the silverware to be spread out for proper
cleaning.
FREEZER - A piece of equipment used to keep food products in a frozen state.
The temperature should be 0 degrees or less.
REFERENCE MATERIAL 33
GLASSWARE - A term used to describe all types of glasses and mugs used to serve
beverages in the restaurant.
GRATES - The surface on the broiler where the food items sit while cooking.
HEATLAMPS - Equipment used to keep menu items hot as they are being delivered
to the guest at the table. They are located in the pass through window.
LADLES - Ladles are used to measure specific amounts of food product and
transfer into dishware for service or preparation. Ladles are often left stored in the
food product for which they are intended and should not transfer to other foods.
MICROWAVE - A piece of equipment used to heat and cook food by warming up
the water molecules in the food using microwaves. Metal or foil should not be
used in the microwave.
PASS-THROUGH WINDOW - The area located between the kitchen and the expo
station. This is where the completed orders are held prior to being delivered to the
guest at the table.
PRE-SOAK SOLUTION - A mixture of pre-soaking chemical and hot water in a
container, which can be found in the dish station. This solution is used to prepare
silverware for washing. It removes food items from the silverware and allows the
machine to do a more effective cleaning job.
PVC FILM - A clear plastic wrap used to cover food product and keep it fresh
during storage.
REACH IN - A piece of equipment used to refrigerate food product. The
temperature should be 40°F or less. These are usually located under food
preparation and expo counters.
RINSE AID - A chemical used during the cleaning process to help dishes and
glassware air-dry effectively and quickly.
SANITIZER - A chemical used in the process of killing bacteria during the cleaning
process.
SILVERWARE - A term used to describe all pieces of utensils used by the guest in
the restaurant.
SILVERWARE TUBE - A plastic or metal tube used to store silverware in an upright
position. The tube is used to clean silverware in the dish machine during the
second washing. The tubes allow the silverware to air dry after washing. They also
allow the silverware to be transported without the surfaces being touched by the
dish machine operator’s hands.
REFERENCE MATERIAL 34
SOAK TANK - A large container filled with a chemical to treat metal pieces of
equipment. This treatment loosens and removes carbon build up and allows the
items to be cleaned completely. No aluminum items should ever be placed in this
container. The chemical that is used in the soak tank will permanently stain the
aluminum and damage it.
SPRAY ARM - A part in the dishwashing machine that distributes the water
throughout the machine to ensure the cleaning process.
STARBURNER - A piece of equipment use to sauté or heat food products using an
open gas flame.
STEAM TABLE/WELL - A piece of equipment used to hold soups and sauces for
service. It uses wells filled with hot water to maintain the temperature of the items
that are held in the wells
TICKET - The print out of menu items that have been ordered on the computer
system. They arrive directly to the kitchen via a printer usually located on both
sides of the kitchen. Also sometimes called a “chit”.
TICKET RAIL - A piece of equipment located on both sides of the Pass Through
Window used to hang tickets as they are being prepared. The tickets are
organized in the order they are received.
TO-GO BOXES/CONTAINERS - Cardboard boxes used to package menu items and
condiments for orders ordered to-go.
TOASTER - A piece of equipment used to cook the hamburger buns and bread. It
browns the surface of the buns and heats the buns throughout. It cooks the sugar
in the buns turning the bun brown and seals in moisture and seals out dressings
and condiments. This keeps the buns from becoming soggy during the
preparation procedures.
WALK-IN (freezer or fridge) - The area in the kitchen used to store product under
refrigeration. It is large enough to physically walk into. The temperature in the
walk-in should be 40°F or less.
WALK-IN (customers) – Customers who either walks in and seats themselves, or
come in to dine without a reservation.