Quality Assurance Manual Club Medellin

Club Medellin – Sustainable Excellence
Quality Assurance
Manual
Club Medellin
Sustainable excellence
By Craig Gillard
Club Medellin Quality Assurance Manual – 2014 Edition Page 1

INDEX
1.0 Overview
Page 3
2.0 Quality Assurance

Pages 4,5
3.0 Workplace Attitudes

Page 6
4.0 Customer needs and expectations

Page 7
5.0 Provisions for accuracy and efficiency

Page 8
6.0 Service Procedures

Page 9
7.0 Evaluating Final Products / Procedures

Page 10
8.0 Contacts
Page 11

Club Medellin – An overview of the club
 Club Medellin is a small bar and grill providing contemporary South American cuisine,
cocktails and live entertainment
 It is situated in the recently developed Mariner Cove District on the Gosford waterfront
 Club Medellin holds an On Premises Licence and maintains approximately 24 employees
 The business can seat up to 90 inside and 40 outside
 Opening hours are dependent on trade
Goals and Visions
Sustainable excellence
Club Medellin’s business vision is to bring quality, contemporary South American cuisine to the
Central Coast using modern cookery methods and environmentally sustainable techniques.
 To create a memorable environment for both employees and customers
 To become a regionally recognised restaurant
 To become a profitable and successful business
 To maintain sustainable practices and minimise environmental impact

Quality Assurance
Quality Assurance Standards are a set of standards in which have been set out by the company in
collaboration with employees to achieve the optimum level of quality needed for the business to
be successful.
Here at Club Medellin we follow the five critical points known as CHIPS to reach our
goals
 Consistency
 Hospitable
 Initiative
 Punctuality
 Sustainability
Consistent: adhering to the same principles, course, form etc. over time.
 We value consistency in preparation, presentation and service of our meals and drinks to
ensure the customer has the same great experience each time.
Hospitable: providing a pleasant and favourable environment for working and visiting.
 It is important for staff to have a safe operating environment and a supporting work place
where they can learn from each other
 It is also important to extend this hospitality to our customers in making them feel at ease
and welcome in the establishment
Initiative: the ability to assess and initiate situations independently.
 The ability to make decisions and own them regardless of the outcome is very important
to the business. Initiative is encouraged to help push the business forward and grow our
employees skills and knowledge
Punctual: happening or doing something at the agreed or proper time.
 Punctuality in relation to attendance is important to the success of any business. Having

staff willing to turn up on time is always better than.
 Punctual service is another vital part of the business. Prompt bar service, speedy food
service

Sustainability:
 Minimising wastage
 Using economically sound methods to minimise environment impact eg solar panels,

sustainable fisheries
 Purchasing sustainable poultry, seafood and meats
 Sourcing locally farmed goods

Workplace Attitudes
In striving to create a positive workplace attitude the following methods are utilised at Club
Medellin:
 Relevant training to keep staff updated and motivated to learn
 Training days for specific requests
 Sharing knowledge and experiences from experienced employees to others
 Employee of the month reward system
 Friendly competition between staff – whoever can portion to the closest gram
consistently, create popular cocktails
 Staff bonding days
 Maintenance of equipment and premises
 Standardised uniform for workplace
 Bi-yearly visit to local suppliers
 Senior staff giving genuine thanks and praise where due

Customer Needs and Expectations
There are many different ways to find out what our customers really want and expect so we can
provide them a memorable experience. We use a combination of the following techniques to
identify with our target market and encourage you to engage with customers as well:
 Formal procedures for questions (case study of selection of locals)
 Issue comment cards
 Mystery diner
 Enter excellence awards
 Word of mouth
 Eat / Drink amongst customers
 Obtain community feedback
 Discussing reputations amongst other professionals
 Be observant
 Good food guide
 Ask verbally (wait staff / chef / customer) how was your experience
 Social Media (Facebook, Dimmi, Urban Spoon etc)
All written / physical feedback is recorded but it is important to record any major feedback and
inform the business via the HR box to ensure the correct action is undertaken.

Provisions for accuracy and efficiency

Providing consistent service efficiently is a very important aspect of our business vision. Through
utilising the following methods we are able to deliver our service constantly at a high standard.
 Standard Recipe Cards – One of the most important items for any kitchen / cocktail bar
 Trialling dishes before menu implementation
 Hot plates for hot food
 Standardised utensils for serving and measuring
 Ordering correctly and consistently
 On job training of cleaning and maintenance
 On job training of tools (knife sharpening, slicer, etc)
 On job training of skills (knife work, seasoning, barista services etc)
 Maintenance of cleaning machinery

Facilitating Service Procedures
Having procedures to help service run smoothly have to be implemented to create an optimum
working environment. This helps with having an enjoyable experience for both customers and
employees.
 Staggered bookings (not all within an hour)
 Having realistic customer target numbers to maintain quality
 Clearing dockets correctly to avoid refires
 Having experienced staff members liaising and running the service on both restaurant
floor and kitchen
 Pre-service meetings by senior staff running the kitchen / restaurant
 Correct staff rostering of required personnel
 Cross training between front and back of house
 Having the senior staff on duty check the completed menu items
 Checking correct temperatures at time of service
 Evaluating customer feedback forms
 Revision meetings between senior members to review service shift

Evaluating Final Products and Workplace Procedures

Evaluating products and procedures is a great way for staff to reflect and assess their work.
Through these procedures we can identify if our hard work is paying off, or if there is a more
efficient way of working. Having a positive view of any evaluations is important to have to deny
any negative influence that may be produced through unfavourable results.
 Wait staff to be fully trained in the menu – done on tasting day and when hired
 Checking correct temperatures before serving
 Revision of night between front and house staff
 Welcome criticism but filter through constructive complaints
 Compile all menu items with standard recipe card specifications for consistency
 Ensure correct recipe production methods are used – Senior Chefs to check – through
observation of final product, taste, texture, visual appearance
 Appraisal Sheets – Used to give reflection on skills and improvement, can be used for an
auditable paper trail for promotions
 Training requests to be fulfilled – specific items eg anglaise, pastries, brioche
 Incentive programmes and third party training sessions for specialty areas used as rewards

Contact Details
Suppliers
Gary the Green Grocer………………………………………………………….02
Brisbane Water Fishery….……………………………………………………..02
Coastal Butchery and Poultry………………………………………………..02
PSS Smallgoods Supplier………………………………………………………02
CBS Catering Supplies………………………………………………………….02
City Office Supplies……………………………………………………………..02
Senior Staff
General Manager……………………….Timothy Jenks…….....................02
Food and Beverage Manager……….George Landson…………………….02
Stores Manager…………………………..Kirsten Bell………………………….02
Maitre D…………………………………….Billie Lance………………………….02
Restaurant Support Manager……….James Laury…………………………02
Head Chef…………………………………Craig Gillard…………………………02
Sous Chef………………………………….Jenny Wu……………………………..02
Service contractors
Joes Electricals……………………………………………………………………..02
Pauls Plumbing……………………………………………………………………02
Billys Stove and Oven Services…………………………………………....02
Enviro-garbage removal………………………………………………………..02
Everyday Handyman……………………………………………………………02

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Club Medellin – Sustainable Excellence

Club Medellin Quality Assurance Manual – 2014 Edition Page 1

2.0 Quality Assurance

3.0 Workplace Attitudes

4.0 Customer needs and expectations

5.0 Provisions for accuracy and efficiency

6.0 Service Procedures

7.0 Evaluating Final Products / Procedures

Club Medellin Quality Assurance Manual – 2014 Edition Page 2

Club Medellin – An overview of the club

 Club Medellin holds an On Premises Licence and maintains approximately 24 employees

 The business can seat up to 90 inside and 40 outside

 Opening hours are dependent on trade

Goals and Visions

 To create a memorable environment for both employees and customers

 To become a regionally recognised restaurant

 To become a profitable and successful business

 To maintain sustainable practices and minimise environmental impact

Club Medellin Quality Assurance Manual – 2014 Edition Page 3

Initiative: the ability to assess and initiate situations independently.

Punctual: happening or doing something at the agreed or proper time.

 Punctuality in relation to attendance is important to the success of any business. Having

Club Medellin Quality Assurance Manual – 2014 Edition Page 4

 Using economically sound methods to minimise environment impact eg solar panels,

 Purchasing sustainable poultry, seafood and meats

 Sourcing locally farmed goods

Club Medellin Quality Assurance Manual – 2014 Edition Page 5

 Relevant training to keep staff updated and motivated to learn

 Training days for specific requests

 Sharing knowledge and experiences from experienced employees to others

 Employee of the month reward system

 Staff bonding days

 Maintenance of equipment and premises

 Standardised uniform for workplace

 Bi-yearly visit to local suppliers

 Senior staff giving genuine thanks and praise where due

Club Medellin Quality Assurance Manual – 2014 Edition Page 6

Customer Needs and Expectations

 Formal procedures for questions (case study of selection of locals)

 Issue comment cards

 Enter excellence awards

 Eat / Drink amongst customers

 Obtain community feedback

 Discussing reputations amongst other professionals

 Good food guide

 Social Media (Facebook, Dimmi, Urban Spoon etc)

Club Medellin Quality Assurance Manual – 2014 Edition Page 7

Provisions for accuracy and efficiency

 Trialling dishes before menu implementation

 Hot plates for hot food

 Standardised utensils for serving and measuring

 Ordering correctly and consistently

 On job training of cleaning and maintenance

 On job training of tools (knife sharpening, slicer, etc)

 On job training of skills (knife work, seasoning, barista services etc)

 Maintenance of cleaning machinery

Club Medellin Quality Assurance Manual – 2014 Edition Page 8

Facilitating Service Procedures

 Staggered bookings (not all within an hour)

 Having realistic customer target numbers to maintain quality

 Clearing dockets correctly to avoid refires

 Pre-service meetings by senior staff running the kitchen / restaurant

 Correct staff rostering of required personnel

 Cross training between front and back of house