Rotas + Deputy

AROT (A Rule of Tum) uses an online system called Deputy to publish your rota’s, add and approve timesheets, and all things hours related, you should have already been invited, downloaded, and taken the time to look through Deputy. You will receive your rota at least a week in advance and you are required to input your correct hours worked and rest breaks into the system for your line manager to check and approve.

Deputy is also used to create holiday and time-off requests, your line manager will show you around and make sure you have a full understanding of the app. 

Your Role + Expectations

Everyone employed at AROT must be dedicated to giving our guests great food, great drinks and great service.

We expect you to have a professional approach to your work. We expect you to be focused, energetic and proactive when responding to our guests, whilst maintaining a warm and friendly manner at all times.

Every role within AROT is equally important. You cannot perform your role without the help of your colleagues. We expect you to work as a helpful and proactive team member.

We value personal and professional development. Whilst working at AROT you will be regularly assessed and trained in order to help you improve your skills and knowledge.

As a member of the AROT team, we need you to:

• Be Happy!

• Understand and exceed the expectations of our customer.

• Create excellent experiences through your uncompromising commitment to excellence, quality, and welcoming hospitality

• Help us maintain, re-assess and develop the company’s methods and working practice

• Care about what you do, be passionate and strive to improve everyday

• Look the part, smart presentable yet showing off your character.

• Speak with good purpose and intentions. If it doesn't serve a purpose, don’t say it. No making people wrong, justifying or defending.

• If you disagree or do not understand, ask questions. Don’t make the other person wrong

• Only make agreements you are willing and intend to keep. If you can't keep an agreement, communicate to the appropriate person as soon as possible. Clear up any broken agreement at the first opportunity.

• When something is not working, first look at the system for corrections and then work towards a system-based solution with the person who can assist you in doing something about it.

• Be responsible. No blaming, no defending, no justifying, and no shaming.
  
  

  
  

Customer Discounts + BLACKCARD

Here is a breakdown of customer discounts we offer in our restaurants, if someone asks for a discount and they are not on this list then ask the manager on duty.

CUSTOMER DISCOUNTS

Customer discount is always 10% and applies up to a table of 4 people. Only one person needs to valid for the discount to get it for the table, they must show ID.

• Blue Light Services - NHS, Fire, Police, Military, Coastguard
  
  
  

In 2018 we crowdfunded in order to expand the business, this meant that around 300 investors joined AROT and own a share in the company, these people are known as BLACKCARD holders.

BLACKCARD holders always get 10% off their bill at all of our restaurants, they also have a pre-loaded balance to spend with us in the form of a QR code, this can be used just like a voucher for them to pay with.

Conflict + Complaints Resolution

A complaint should be reported to your manager on duty no matter how insignificant it may seem as it may present us with an opportunity to improve. It is unfortunately  inevitable that complaints will arise. If handled correctly, it is usual for a guest to leave happier after a successfully handled complaint than if they had no complaint at all. When dealing with a complaint, apologise but do not necessarily agree with them. Ask a senior member of staff/manager to talk to the customer and give them as much information as you can. Make sure they receive a warm smile and great service, no matter what the complaint. Remember that your body language says a lot too! Leave them with a great lasting impression.

Most people do not want a freebie; they seek only a genuine, reasonable explanation for their problems. It is a manager's decision to comp food or drink to a customer, always discuss this with them before taking items off the bill. Unfortunately, conflict management may also be required as there is a high risk of conflict in the bar/restaurant industry which involves members of the public and alcohol.

A Rule of Tum Ltd has a policy of dealing with any such circumstance with a “softly softly” approach, remember that there will be others watching and may even be recording the whole incident. Remain professional at all times. Should someone become aggressive with you, gently but firmly tell them to calm down and request a manager to assist in the situation. Do not aggravate the situation by shouting or replicating their behaviour.

It may be the case that a customer has a personal issue with you (this is likely not your fault) and is better to be dealt with by another member of staff. You should remove yourself from the room immediately until told to re-enter and request other staff members to assist in your absence. (this is a very effective technique called “switching”)

Should you feel it necessary, you may call 999 to request the police if a customer is threatening violence on the premises, yours or our customers safety is at jeopardy, and/or there is an actual ‘fight’ taking place. If there are licensed Security personnel working, then you must always ask them to assist you or deal with the situation in any circumstance.

Emergency Protocols + Procedures

IN THE EVENT OF A MEDICAL EMERGENCY

• Inform a manager immediately and ensure the first aider is summoned

• If it is deemed necessary by yourself, the first aider or a manager then call 999 and ask for an ambulance or any other emergency service necessary

• If there are other customers in the area, make sure they are safe and can be moved into another area (especially children)

IN THE EVENT OF A FIRE

• Call 999 and request the fire service immediately if you are not able to tackle it (i.e. it is not a small fire and would not jeopardise your safety)

• Inform a manager immediately and assist all customers out of the nearest or safest fire exit and direct them to the assembly point (this is based outside PIP Printing)

• A manager may assign you to empty the till if they can not.

IN THE EVENT OF A BOMB SCARE OR GAS LEAK DISCOVERY

• Do not use your phone and ensure no one around you does

• Inform a manager immediately and assist all customers out of the nearest or safest fire exit and direct them away from the building (you are responsible for them)

• Do not use a phone within 100 metres of the building

• Liaise with the emergency services

IN THE EVENT OF A MAJOR WATER LEAK/FLOOD

• Call 999 and request the fire service immediately

• Inform a manager immediately and assist all customers out of the nearest or safest fire exit and direct them to the assembly point (This is based outside PIP Printing)

• A manager may assign you to empty the till if they can not.

Phones, Smoking, Alcohol, & Drugs Policy

A Rule of Tum has a strict no smoking policy in all it's buildings and vehicles, smoking must only take place in designated smoking areas. No alcohol must be consumed during work hours. Intoxication and drug use is not permitted on The Company premises. The Company operates a zero-tolerance policy on the use of drugs in the workplace.

If you think you are struggling with substance abuse, please talk to your colleagues or line manager.

No phones on the floor unless permitted by your line manager or manager on duty! You'll have somewhere designated to keep them safe during your shift. Members of management will need to have their phones on them at all times.