Tous Les Jours Employee Handbook (Updated)

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Employee Handbook Tous Les Jours Carrollton, TX Last Updated February 2013

Transcript of Tous Les Jours Employee Handbook (Updated)

Page 1: Tous Les Jours Employee Handbook (Updated)

Employee HandbookTous Les Jours Carrollton, TX

Last Updated February 2013

Page 2: Tous Les Jours Employee Handbook (Updated)

Welcome LetterWelcome to Tous Les Jours!

We recognize that the staff of Tous Les Jours (TLJ) is our most valuable resource. It is having capable individuals like yourself and your fellow employees that makes our success possible in providing the highest quality of food, beverages and service to our customers.

We are committed to helping you succeed in your new job while hoping you enjoy your time here. This handbook was prepared to answer some of the questions you may have concerning TLJ and its policies. Please read thoroughly, and if you have questions or need something clarified, feel free to contact management.

We hope you find your time with us to be an enjoyable and rewarding experience.

Sincerely,

S.K., Owner

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Table of Contents

About This Handbook 4

Introduction: Orientation Period 5

Introduction: Our Vision & Business Philosophy 6

Chapter 1: Relationships 8

Chapter 2: Code of Conduct 10

Chapter 3: Logging Hours, Payroll Procedure 12

Chapter 4: Schedule Requests, Absences, Tardiness 13

Chapter 5: Safety & Sanitation 15

Chapter 6: Disciplinary Action 18

Proprietary & Confidentiality Agreement 19

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About This HandbookThis handbook is designed to help you get familiarized with Tous Les Jours (TLJ). We want you to understand how we do business and how important you and every employee is in helping us take care of our guests and making this a rewarding place to work.

The policies stated in this handbook may change from time to time. We’ve done our best to include as much information as possible in an easy-to-understand manner.

This handbook is not a contract, which guarantees your employment for any specific time. Either you or TLJ may terminate your employment at any time, for any reason, with or without cause or notice. Understand that no supervisor, manager, or representative of TLJ other than the owner has the authority to enter into any agreement with you for employment for any specified period or to makeany such promises or commitments.

We wish you the best of luck in your position and hope that your employment with TLJ will be a very enjoyable and rewarding experience.

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Introduction: Orientation PeriodOur Orientation Period spans three weeks, during which you will begin your training and be observed by management. If you feel you do not understand what is expected of you or if you need additional training, we encourage you to ask questions and seek help from management.

The Orientation Period serves as an opportunity to get to know you, see how you fit in with your co-workers and environment, and determine if you are willing and able to carry out the responsibilities for which you were hired. Simultaneously, it is important for you to familiarize with how we operate to determine if this job is suitable for you.

If by the end of the Orientation Period either party determines this relationship to be ill fitted, we will part company as friends.

Tous Les Jours Company History

Tous Les Jours (TLJ) is a Korean-French bakery and is part of CJ Bakery, a chain started by CJ Group (Seoul, South Korea) in 1996. By 2003, the company sought overseas expansion and established their CJ America headquarters in southern California by 2003. Further expansion into the US has grown to 15 operations in Texas, Georgia, Massachusetts and New Jersey (as of Feb. 2013).

Our Carrollton location officially began operations on February 16, 2008 and was franchised in November 2009. The bakery is now under its second franchisee and is family-operated (as of Feb. 2013).

Serving Quality Products

TLJ products range from personal-sized pastries, pan breads, and special occasion cakes. Our on-site kitchen unit allows us to serve quality fresh products everyday, ensuring a marketable advantage over our competitors.

Our Operations

The store operates as two departments – front of the house (FOH) and back of house (BOH). FOH consists of the franchisee, management, and part-time employees whom are cross-trained to cashier, sanitize, and consult about cake orders; among other tasks. BOH consists of the BOH manager/head baker, bread manager, and kitchen helpers.

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Introduction: Our Vision & Business Philosophy

Our Vision

To enrich the lives of our guests, employees, and owners. We accomplish this through quality customer service, efficiency, cost controls, sales growth, and most importantly, treating our employees like family. Through a shared commitment to excellence, we are dedicated to the uncompromising quality of our food, service, and people. We will continuously strive to surpass our own accomplishments and be recognized as a center for excellence in our customer service industry.

Business Philosophy

Owners and Management, Leadership

We will strive to have dynamic energy and the ability to energize others. We must be open to new ideas from anywhere, have the self-confidence to involve everyone and be able to acknowledge our own shortcomings. We must foster mutual trust and a sense of enabling others. As leaders we are committed to the success of others. We establish clear expectations, give honest feedback and set goals for individuals that tie into the vision as a whole. As leaders, we embrace our responsibilities and lead by example. We find the balance between head and heart as well as people and profit. Dynamic leadership transforms Our Vision into reality.

A Passion for Excellence

Passion fuels our commitment to the endless quest for excellence. This passion must permeate throughout this business. We must think creatively, embrace change and continuously improve upon past accomplishments. We must grow our knowledge, learn from our mistakes and aggressively pursue new ideas and innovations. Though we may be better today than we were yesterday, we are not as good as we must become. Our passion drives us to persevere and meet all challenges with enthusiasm. We will succeed as a result of our passion for excellence.

Staff

Outstanding people make it all happen. They will lead us towards the future. Each individual’s efforts and skills are necessary to the success of this business. Everyone’s contribution is valuable. We will treat others as we would like to be treated. We are committed to creating an energized, rewarding, safe and healthy work environment where each of us has the opportunity to offer new ideas in an unrestricted manner. Effectiveness increases when we encourage the opinions of others and share responsibilities as a team. We recognize individual accomplishments and provide opportunity for growth as a reward for outstanding performance and development. We hope to instill pride, commitment, and a sense of ownership and make our organization the best it can be.

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Service-Mindedness

We are dedicated to unparalleled service to our guests. The reason we exist as a company is to provide absolute guest satisfaction. We recognize that we are all linked together in the service process; that each of us plays a distinct and vital role in delivering exceptional service. The entire staff must actively participate and constantly seek service opportunities. A mindset of being "of service" must flow throughout this organization. We have a responsibility to support and serve one another, because ultimately we are all serving our guests. A unique and genuine personal care and attention that customers will remember is what we strive for.

High Performance

We are dedicated to maximum levels of performance and productivity in all areas of our business. To drive the success of a customer service oriented industry, we must set aggressive goals, focus on results and hold ourselves accountable. We will approach our work with a sense of urgency and dissatisfaction with the status quo. We have an obligation to earn a profit in order to remain in business and grow – but it must be "Quality Profit." We must never jeopardize our future for short-term gain. We will balance our need for current earnings with our desire for consistent long-term profitability. We all will be challenged to achieve these goals.

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Chapter 1: RelationshipsManagement / Employee

Our managers are committed to provide you with the tools and positive working environment you need to accomplish your job to the best of your ability. You will be treated with respect and dignity by all of our management personnel and we will try our best to recognize and reward your hard work and accomplishments.

If problems or misunderstandings arise, please feel free to relay the matter to our management staff. We will try to understand and resolve the issue in a fair and equitable manner; if we fail to do so, you are welcome to contact the owner.

Staff Meetings

Emails will be sent out in lieu of staff meetings, which may include new offerings, upcoming promotions and events, training, policies, etc. It is management’s responsibility to keep employees informed of ongoing changes and news affecting the restaurant, and you are expected to check your email regularly to receive these updates.

Meetings offer employees the opportunity to provide valuable input for feedback and provide suggestions to enhance our working environment and the operation of the business.

Evaluations

All employees receive written and verbal performance evaluations twice a year, in March and September. The evaluation process is an opportunity to identify your accomplishments and strengths as well as openly discuss areas and goals for any improvements. Depending on your position and performance, you may be eligible for a pay increase subject to the owner’s discretion.

Employee / Employee

We cannot achieve our goals and provide the highest level of service to our customers without working together as a team. Teamwork boils down to common courtesy and common sense. If a co-worker is overloaded and you are not, help them or offer to in any way you can. It is only a matter of time before they will return the favor. Pitch in to help a customer whether they are technically “yours” or not. If another employee hasn’t quite caught on to something and you have, ask if you may suggest another way to do it. Genuine teamwork makes for a much more enjoyable and satisfying work experience and results in happier (and more generous) customers.

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Customer / Employee

Service Language

When addressing a customer, please use proper terms such as “sir” and “ma’am.” In conversation, please refrain from using informal language.

Instead of: Yeah, OK. Use: Yes, of course.

Greeting Customers

On the phone Thank you for calling Tous Les Jours. This is ________ speaking; how may I help you?

Outside the register (Hello / Good morning), welcome to Tous Les Jours! Have you been helped yet?

At the register Hello, how are you? Would you like anything else?

Exiting customers Thank you. Have a good day / night / evening!

Remember that everyone on the premises is considered a customer whether he/she has made a purchase or not; therefore, greetings should be applied objectively and practiced by each employee, regardless if a customer received greetings from another already.

Customer Complaints

Nobody enjoys being the recipient of customer complaints, but they are a part of being in the hospitality business and should be viewed with a positive attitude. If handled properly, complaints can be taken as constructive insight into improving operations and may even increase customer loyalty when satisfactorily resolved.

When faced with a customer complaint:

• Remove the offending item immediately and inform a manager.

• Apologize for the problem as genuinely as possible and inform the customer you will take care of it.

• Do everything you can to let the customer know you care and that this is not the kind of experience you want them to have.

• Please refrain from being defensive.

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Chapter 2: Code of ConductAs an employee of Tous Les Jours (TLJ), you are expected to conduct yourself professionally on the premises at all times, even whilst clocked out. Remember that you are a representative of this company and are evaluated constantly.

Mobile Device Usage

Employees are expected to keep personal mobile devices off-hand with their belongings. If you need to make a personal phone call or text in a matter of urgency, please make sure to receive permission from management; in which case, the call must be taken privately and from customer sight. If the matter is not an emergency, please wait until your allocated break time for mobile use or until you are clocked out. If you need to contact another employee or manager for operational matters, please refer to the employee contact list and use the company phone instead.

Employee Discount

Employees are allowed to purchase bread and cakes for 20 percent off the original price. Discounted items do not apply. Beverages, retail items included, may be purchased for 35 percent off the original price. Brewed coffee, water and milk is free, but may only be consumed in personal containers or foam cups. Please note that these discounts are privileges applicable to employees only and should not be abused for third-parties.

Eating On-Shift

Consumption of beverages are allowed on-shift, but should never be treated as a "break" or be seen by customers. They may be stored in the small fridge or employee closet only and not among workspace. Please note that consumption of food items may only take place off the clock. This is applicable towards "snacking on" or consuming leftovers, especially whilst packing. When exiting the premises, please be sure to discard personal waste.

Socializing, Profanity

Personal conversations among employees are not prohibited — in fact, we encourage such friendships; however, you are expected to keep customers, product display, and sanitation priority (i.e., multitask). Therefore, please keep in mind that customers never interrupt your conversation, it is your conversation that is interrupting his/her transaction, service, and time. In addition, socializing with non-family visitors is generally discouraged. We also ask you to be mindful of the environment and your audience (e.g., management, customers, children, etc.) with your subject of discussion and use of profanity. Generally, profanity is frowned upon but will not warrant disciplinary action.

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Dress Code

Tous Les Jours is a casual restaurant; however, we do require certain standards of dress in order to satisfy city, state and federal regulations as well as commonly accepted norms of decency.

UniformConsists of a company-issued shirt, apron and hat — all of which must be worn in good and clean condition at the responsibility of each employee.

Shoes Close-toed with non-skid soles.

HairClean and well-groomed. Longer hair must be pulled back off the shoulder.

Facial hair should be neat and well-trimmed.

Hands Fingernails must be clean and trimmed properly. Nail polish is not allowed, but acrylic or gel is.

JewelryRings and dangling earrings are not allowed. Necklaces should be tucked underneath your shirt.

Tattoos, facial and body piercings must not be visible.

Pants

Solid neutral (grayscale, khaki, etc.) color is preferred.

Must be full-length (to ankle) and worn at appropriate height.

Sagging is considered unsightly; therefore, please use a (solid colored or subtly printed) belt when necessary.

Please be judicial when considering fit and material of your bottoms. (Ex. Tights, leggings, SPANX, etc. are not considered “pants.”)

Loud prints, rips, holes, or worn/jagged hems are considered unprofessional.

UndergarmentsUndershirt should be of solid color, preferably neutral. If graphic, please be sure not to display it openly.

Bras, briefs, boxers, etc. — should not be clearly visible.

Please note that if you are deemed inappropriately dressed by management, you may be asked to leave to change.

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Chapter 3: Logging Hours, Payroll Procedure

Logging Hours

All hourly employees are given an employee ID number to clock in and out on the POS system. We recommend that you arrive at the restaurant 10 to 15 minutes prior to your shift to allow time to prepare for work and receive updates on any changes in operation. You may clock in five minutes before your shift, and not earlier, unless requested by management.

Correcting Hours

If you need to correct errors in your hours, please be sure to contact management as soon as possible in order for the corrections to be made before payroll dates (refer to official calendar). Detailed memos are allowed, but not recommended as they may be easily overlooked.

Payroll Procedure

The pay period spans two weeks from Monday to Sunday. Paychecks are distributed by management bi-weekly on Fridays. Tip allocation is based on amount of hours worked by each employee and distributed accordingly. If agreed by all parties, tips may be used for employee gatherings.

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Chapter 4: Schedule Requests, Absences, TardinessSchedules are prepared to meet the work demands of the business. As these change, management reserves the right to adjust working hours and shifts each employee is responsible for. Schedules are posted weekly on Sunday.

Schedule Request

If you have prior knowledge of changes in your work availability, you need to make a schedule request. Schedule requests need to be submitted 2 weeks (14 days) in advance.

We do ask you to remember just how crucial each position is to the proper functioning of the business; therefore, please note that there is no assurance we can comply.

Schedule Change Request

Schedule changes may be allowed only if you find a replacement and receive management approval. To be valid, the manager must indicate and initial the change on the posted schedule.

Notification of Absence & Tardiness

If you are going to be late or miss work, you are expected to call and talk to a manager at least 2 hours before your shift.

Any employee who fails to report an unscheduled absence for two consecutive shifts will be considered to have voluntarily resigned.

Employee Leave Request

Prior to taking a leave of absence for purposes of vacation, personal leave, military or jury duty, or other planned absence, an Employee Leave Request must be made. An Employee Leave Request shall be submitted via email ([email protected]) or in writing to a manager and consist of a name, dates requested off, and the reason for the request.

Employee Leave Requests should be submitted at least two weeks prior to the scheduled leave date, unless the request is due to an unexpected emergency. The nature of the emergency should then be shared with a person of management.

During the last quarter of the year (e.g., Setember, October, November and December), please do not request any time off. Unless the reasons are compelling in the extreme, your request will be denied.

To return to work from an accident or medical leave, all employees must present a doctor’s release.

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Any employee who fails to return to work at the expiration of a personal leave or absence will be deemed to have abandoned his/her job unless Tous Les Jours is notified of a reason satisfactory to management (see “Notification of Absence & Tardiness”).

Vacations

Vacations enable employees to leave their work environment for a period of time and must be taken within the year in which they are earned.

All full-time employees who have been with the restaurant for a consecutive 12-month period is eligible for a one-week, unpaid vacation. Employees are considered full-time if they averaged over 30 hours of work per week the previous 12 months. As stated above (i.e., “Employee Leave Request”), the last quarter of the year is not available for vacation.

Employees are asked to submit an Employee Leave Request at least one month prior to the scheduled vacation date, unless the request is due to an unexpected situation. Efforts will be made to grant vacation time as requested, but business needs may require an employee to adjust his or her vacation time.

Resignations

You are requested to give a two-week notice before resigning from the restaurant. It is a professional courtesy and assures that you are eligible for re-hire and will not have a “left without resignation notice” on your employment record.

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Chapter 5: Safety & SanitationTous Les Jours is committed to maintaining a safe and clean working environment for all employees. Safety and sanitation is the responsibility of each employee and is a regular, ongoing part of everyone’s job.

You will receive more specific, detailed information and training on safety and sanitation issues throughout your employment; however, below are basic guidelines to always keep in mind:

• Wipe spills immediately.

• Keep your hands washed. Always wash your hands after using the restroom, smoking, touching your hair, eating, sneezing or coughing. If you use latex gloves, change them frequently.

• Sanitize everything. Besides clean hands, use sanitizing solution to constantly keep counters, cutting surfaces, and utensils clean. This helps to keep food handling areas and preparation tools free of bacteria.

• Report defective equipment or tools to a manager immediately.

• Never operate equipment unless you have been trained properly.

• Pay special attention when using the slicer machine. The blades are very sharp and move very fast.

• Never try to catch a falling knife. Knives are easier to replace than fingers.

• Let people know when you’re carrying anything hot. Don’t be shy, yell out something like, “HOT STUFF COMING THROUGH.”

• Don’t put hot food or plates in front of small children.

• Use proper lifting techniques. Never lift too much. If it is uncomfortable, plan two trips or request help. Remember to always bend at the knees and lift with you legs, not your back.

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Handling Food & Temperature Control

It is absolutely essential that everyone follows safe food handling procedures. This is one area of the restaurant where there is absolutely no compromise. Never take shortcuts on food safety and handling. Every day we are entrusted with the health and even lives of our customers. This is a huge responsibility that should never be taken lightly.

As mandated by the City of Carrollton, all employees of food service establishments must obtain a Food Safety Worker (FSW) certification within 15 days of employment. For more information, please refer to the City of Carrollton official website or ask a manager.

Prevent cross-contamination. Cross-contamination occurs when raw meat comes in contact with other food that will be served without further cooking. For example, never place raw chicken on a cutting board and then cut vegetables for an uncooked product on the cutting board without first washing and sanitizing it first. The same for utensils like knives and portioning tools, always wash and sanitize them after every use.

Keep food at the proper temperatures. Potentially hazardous foods like meat, poultry, dairy and fish should always be stored below 45°F. Food that is cooking or in holding should always be above 140°F. Bacteria count on food grows rapidly between 45°F and 140°F (i.e., the “temperature danger zone”); therefore, it is imperative that our food products spend the most minimum amount of time in this temperature range.

Store food correctly. Raw meat should always be stored below cooked or prepared food. Raw poultry is always placed on the bottom shelf of the walk-in. Keep chemicals and cleaning products away from food products.

Accidents and Emergency Situations

Report all accidents, no matter how minor they seem, to the manager on duty. In the event of an emergency, like an apparent injury or choking situation, notify a manager immediately. Managers are responsible for administering CPR, choking procedures or appropriate first aid.

Crime and Robbery

If you are ever involved in a robbery, DO NOT RESIST. Statistics show that people who resist are three times more likely to be injured than people who do not. The safety of you, your fellow employees and customers are our highest priority. Don’t be a hero, always cooperate fully and do not resist!

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Fire Protection

All employees must know the specific location and operation of fire protection in the restaurant. The restaurant is equipped with many fire-extinguishing systems in the ducts, hood, over the stoves and other cooking equipment that contains a dry chemical. They can be set off immediately by pulling the ring attached to each system. We also maintain hand held CO2 systems. Be very specific before setting off a fire alarm or notifying someone to take action.

If the fire alarm sounds, assist guests to the nearest fire exit and out of the building immediately. Tell them the restaurant is under “Fire Alarm Status” and it is their responsibility to leave the restaurant through the nearest exit.

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Chapter 6: Disciplinary ActionAN EMPLOYEE INVOLVED IN ANY OF THE FOLLOWING CONDUCT MAY RESULT IN DISCIPLINARY ACTION UP TO AND INCLUDING IMMEDIATE TERMINATION WITHOUT A WRITTEN WARNING.

a. Invalid Work Authorization (I-9 form)

b. Supplying false or misleading information to the business, including information at the time of application for employment, leave of absence or sickpay.

c. Not showing up for a shift without notifying management.

d. Clocking another employee “in” or “out” on the POS system or having the same done for you.

e. Tampering, altering, or falsifying time records or recording time on another employee’s ID number.

f. Repeated tardiness.

g. Leaving your job before the scheduled time without the permission of management.

h. Excessive absenteeism. Disciplinary action will be considered on an individual basis, following a review of the employee’s absentee and overall work record.

i. Disorderly or indecent conduct.

j. Theft of customer, employee or restaurant property.

k. Refusal to follow instructions.

l. Engaging in harassment of any kind toward another employee or customer.

m. Failure to consistently perform job responsibilities in a satisfactory manner within the three-week orientation period.

n. Use, distribution or possession of illegal drugs on property or being under the influence of these substances when reporting to work or during work hours.

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Proprietary & Confidentiality AgreementIt is illegal to steal, copy, communicate or transmit a former employer’s confidential or proprietary information. Proprietary information is defined as “the whole or any part of any scientific or technical information, design, process, procedure, formula, or improvement that has value and that the owner has taken measures to prevent from becoming available to persons other than those selected by the owner to have access for limited purposes.” Our internal business practices, procedures and recipes are of great value to Tous Les Jours (TLJ). Employees are not to disclose any proprietary processes or recipes to any person unless directed to by the owners. TLJ will institute civil action against anyone who violates this policy.

FOR THE EMPLOYEE’S INFORMATION

Your employment status (circle one): Full Time / Part Time

Your position title: ______________________________________________________

General Manager’s Name: _______________________________________________

Your starting date: ______________________________________________________

I acknowledge receipt of, and have read, the Employee Handbook that outlines my benefits and obligations as an employee of TLJ. I understand the Standards of Conduct and each of the rules and regulations which I am expected to follow, as well as the additional policies. I agree to abide by all of them.

All employees are expected to conform their conduct to the rules and regulations as set out in this handbook, and understand that they are at-will employees. The contents of any Employee Handbook, including this one, that may be distributed during the course of their employment shall not be construed to be a contract or in any way binding. The Company reserves the right to change, at its discretion, the contents of this handbook.

POLICY STATEMENT

This handbook is a general guide and provisions of this handbook do not constitute an employment agreement (contract) or a guarantee of continued employment. It is simply intended to outline the benefits and work requirements for all employees. It is further understood that the Company reserves the right to change the provisions in this handbook at any time. It is policy of the Company that employment and compensation of any employee is at will and can be terminated with or without cause, at any time, at the option of the employee or at the option of the Company.

_______________________________ _______________________________

Manager’s Signature & Date Employee’s Signature & Date

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