Team Member Handbook

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TEAM MEMBER e-HANDBOOK

Welcome to the team! Thank you for choosing to join us and welcome to the team!

We have a vision – to be the UK’s leading business, bar and restaurant operator, but we can only do this by ensuring we recruit the very best people and then give them the very best training.

We aim to be the first choice for anyone looking to go out for a relaxed, casual meal or drink, whatever the occasion.

This e-Handbook is designed to answer any questions you may have during your first few weeks with us, and it is packed full of information. Please take some time to read through this e-Handbook and remember, if in doubt... ask – that’s what your Manager and the rest of the team are there for – to support you and your learning.

Welcome to the Team!

2 4 5 6

Our Values

Our Principles

Our Brands

I Care About Our Guests

7 – 9

What About Me?

10 – 16 17 – 21 22 – 25 26 – 29 31 – 36 37 – 40 41 – 43 30

Keeping Me Safe at Work

Licensing Law – England and Wales

Licensing Law – Scotland

Social Responsibility

I Care About the Business

FAQs

Jargon Busting

Next Steps

Our Values

Our Values Within our company, values underpin everything we do and every decision we make. You should expect to see these in action and attempt to follow them yourself within everything you undertake.

Our Principles

Our Principles To support the company values, each business also has their own mission statement along with a vision and set of guiding principles. You will learn more about these from your Manager on your Induction Day.

Our Brands

Our Brands We have a number of brands that you may recognise from when you have been out yourself – whether for a meal, a drink or a night out with friends. Across our 1,600 businesses we have something to offer everyone, your role is to ensure you fully understand the business and brand you work in, so you can exceed your guests’ expectations.

I Care About Our Guests

Our Guests Each guest has a different experience when they approach and enter your business. What they see, hear and feel will depend on who they are and their expectations. It’s up to us to make sure that the guest experience exceeds their expectations so they come back and visit us again, and again, and again…

During your induction training you will cover who your guests are and their needs – knowing this will help make sure they keep coming back.

You may also be serving guests who have special needs and they too have high expectations of excellent service.

Serving guests with disabilities The Disability Discrimination Act 1995 (DDA) makes it unlawful to treat people with a disability less favourably than other people for a reason relating to their disability. Since 1999, all service providers have had to make reasonable adjustments to cater for people with disabilities, by providing extra help and looking at the way service is provided. What do we mean by ‘disability’? The Disability Discrimination Act defines a disabled person as someone who has a physical or mental impairment that has a substantial and long term adverse effect on his or her ability to carry out normal day-to-day activities.

This can include: • Blind/partially sighted • Deaf/hearing impaired • Speech/language difficulties

• Mobility impaired • Learning difficulties • Other ‘disabilities’ e.g. epilepsy, mental health problems, skin conditions, facial disfigurement

I Care About Our Guests

You will find a copy of the promise displayed in your business. You should talk to your Manager about how you can make the promise ‘live’ for your guests in your business.

Activity Remember!

Our promise to our guests with disabilities: Always remember that you are dealing with a person with a disability, not a disabled person. They are first and foremost people just like you.

• We will spend time evaluating what the person with a disability might need us to do to help them • We will always listen to the requirements of guests with disabilities and be flexible and willing to accommodate e.g. provide table service for drinks • We will ensure that you can provide advance information on the layout and facilities • We will be prepared to move tables around for parties including persons with a disability • We will be prepared to take bookings for parties including persons with a disability in order to provide a level of assurance • We will take time to understand the difficulties facing persons with a disability and respond accordingly, e.g. help with bags if applicable • When taking bookings for function rooms/letting bedrooms that are not accessible to persons with a physical disability, we will make sure that we inform the person booking that this is the case • We will ensure any disabled parking spaces are restricted to persons with a disability • We will ensure ramps are cleared of snow during winter • We will make sure that we are aware of guests who may need special assistance in the event of an emergency and help them accordingly • We will provide table service if practicable (this also applies to breakfast where provided) • We will ensure that disabled toilets are clean, obstruction free, not used as storage rooms, well lit and will carry out regular checks. If RADAR keys are used they will be readily available • We will read out information to guests as required • Assisted dogs, i.e. guide dogs and hearing dogs for the deaf, are welcome in all our businesses including dogs in training

• We will ensure that lighting is always on and working during trading hours • We will take the time to write information down for guests as required • We will provide easy to handle glasses/cutlery and straws if available • We will be patient and allow guests to finish what they are saying

I Care About Our Guests

Whoever the guest you need to remember to: • Acknowledge and greet every guest every time, but be yourself. In addition, you should always say please, thank you and good-bye • Maintain service standards through our Guest Experience programme. This measures our service standards and by using these standards you will ensure your business achieves 100% every time • Go the extra mile and give that little bit – it really does make a BIG difference • Be fast, fair and friendly

Activity Remember!

If in doubt ask the guests – most people with disabilities would far rather be asked how you can help them rather than you making assumptions.

What About Me?

Your Training From your very first day, the training you receive and complete is crucial to your long term success with us. During your first 13 weeks you will complete the first step of our career pathway – ‘Stepping Stones’ or ‘Guest Obsessed Induction’ (eventually every Brand will convert to our new ‘Guest Obsessed Induction’). Our Team Member induction Programme has been designed to ensure that you have all the skills and knowledge you need to do a great job. This Team Member e-Handbook covers everything you need to know about the business and the role you play within it. This is for you to keep and use as a guide when completing your induction training. Please refer to the Outlet Document Library for specific job descriptions and an indepth profile of your role. Ask your Manager to direct you to this. The training you receive in your first 13 weeks will cover a number of different topics. Some of these may not be applicable to your job role.

Next steps!

Once you have completed your induction, you then have the opportunity to further your career with us. We have the training tools and support available to develop your career so please discuss with your Manager at your next job chat. We have had some real success stories and if you have the drive and passion to further your career and perhaps one day run your own business, please let us know – the sky really is the limit!

What About Me?

On day 1 you should also give the following to your Manager: • Your Personal Details • Emergency Contact Details • Medical Questionnaire • 2 References • Proof of Legal Working (should have been received at interview stage) • Signed contract and if applicable Working Time Directive Voluntary Opt Out Form • Copy of P45 or P46

Remember!

If your emergency contact details change it is your responsibility to let your Manager know.

In addition to the above you should have also received a copy of this Team Member Handbook to take home and keep.

What About Me?

eLearning As part of your development with us, you will receive training in a number of different topics. Most of your training will be face to face, however you will be required to go ‘on-line’ and complete some eLearning via your home personal computer, at a family member/friends place or alternatively at a library or internet café. There are different modules which you need to complete depending on your job role with us. Your Manager will give you a ‘username’ to login to the eLearning system. This will be your Employee ID number and your password will be your date of birth. Some of the modules you may be expected to complete include Food Safety, Challenge 21 and Fire Safety. Once you have completed the eLearning training and tests, you will be notified immediately on screen if you have passed. You will then need to inform your Manager of this. FOH BOH IKL Cleaner BOH IKL Cleaner BOH IKL Cleaner BOH IKL Cleaner

FOH

Good luck with your eLearning.

Development at your finger tips

What About Me?

Equal Opportunities Policy We employ people because of their individual skills and abilities and it is our policy that there shall be no discrimination in respect of age, disability, religious belief, gender, sexual orientation, race, colour, marital status, political belief and nationality, or any other category as defined by law, and that equality of opportunity shall be given to everyone. In Recruitment The best candidate for the job is appointed regardless of age, disability, religious belief, gender, sexual orientation, race, colour, marital status, political belief and nationality, or any other category as defined by law. No job applicant or Team Member will receive less favourable treatment than another on grounds of age, disability, religious belief, gender, sexual orientation, race, colour, marital status, political belief and nationality, or any other category as defined by law. In the same way, no applicant or Team Member is subject to a detriment because of a provision, criterion or practice placed upon them which would have a discriminatory effect on his or her racial group or gender.

In Learning and Development Career development is based on performance and ability.

Advancement is available to all employees irrespective of age, disability, religious belief, gender, sexual orientation, race, colour, marital status, political belief and nationality, or any other category as defined by law.

Monitoring To ensure the effectiveness of our Equal Opportunities Policy, we: • Communicate the policy to all Team Members • Regularly review existing procedures in order to maintain the effectiveness of this policy and carry out whatever modifications are judged necessary

What About Me?

Bullying and Harassment Through an equal opportunity policy, we aim to provide a working environment which encourages teamwork, co-operation and commitment, and in which people are all treated with equal value, respect and dignity. Bullying/harassment of any fellow Team Member by intimidating behaviour is unacceptable. No one should suffer detriment as a result of their age, disability, religious belief, gender, sexual orientation, race, colour, marital status, political belief, nationality or any other category as defined by law.

Bullying and harassment are generally taken to mean behaviour by one Team Member, which is intended to embarrass, humiliate, threaten or intimidate another. It can include unwanted advances, verbal abuse, and non-verbal gestures or looks. It also encompasses unwanted sexual behaviour between people of the same sex, and/or opposite sex. ‘Banter’ is often the cause of harassment, as are remarks made aloud between the team or guests, but obviously referring to another Team Member. Bullying or harassment may constitute discrimination which is unlawful and victims, where established, have a right to seek legal remedy. Our procedures are in place via the confidential hotline, to allow you to come forward in complete confidence to discuss any instances of bullying or harassment which include but are not limited to racism or sexism, or any other offensive, humiliating or intruding behaviour. The Confidential Hotline Number is 0800 032 3280 . Bullying and harassment are disciplinary offences and may constitute an act of gross misconduct which would normally result in dismissal.

What About Me?

Payslip Below is an example of a payslip, with an explanation for each section. • Your Manager will give you your payslips • Your wages will be paid into your bank account as outlined in the terms and conditions of your contract. Your Manager will let you know your pay day

If you have any queries regarding your pay or payslip speak to your Manager.

Tax district reference to be quoted if contacting your tax office

Summary of gross earnings year to date and what elements are taxable and non-taxable

Details of your Bank Account where your payment will be credited

National Insurance number

End date in which payment relates

Your Tax Code for the year

D TERGENT

Mitchells & Butlers

AA001122A A BACS 159L 0

00123456 4WK

012340

001314

****1066

TOBY CARVERY

19/11/2012

-0.40

586/B42TVW

0.00 0.00 0.00

662.51

0.00

0.00 662.51

Basic Pay 14.66

5.41

79.31

0.00

79.31

MAB leisure rate, stay at any IKL for £30 a night

Used to communicate forthcoming events or promotions

Basic hourly rate

Total gross pay YTD

Payment into the bank

Total deductions

What About Me?

Personal Development The last thing we ask you to do before you can sign off your induction training is to arrange to sit down with your Manager. This is an opportunity to discuss how you are doing and discuss any further training you need. In other words this is a chance to have some time with your Manager and talk about you! You may want to talk about what’s gone well over the first few weeks of your training, any concerns you may have, or to discuss what’s next for your development – it’s entirely up to you.

Keeping Me Safe At Work

Health & Safety Everyone at work has a legal duty to look after the health and safety of colleagues and guests as stated by the Health & Safety at Work Act (1974 HASAWA). Failure to do so can lead to fines and imprisonment for any individual who deliberately causes an accident or acts in breach of HASAWA.

You will find a Health and Safety poster located on the team notice board which will give you full details of the Act.

As part of our responsibilities under the Act, we must: • Provide and maintain equipment and systems of work that are safe and without risk to health • Ensure chemicals and other substances are handled safely • Provide information, instruction, training and supervision as is necessary to ensure the health and safety of employees • Maintain a safe and healthy workplace with the necessary facilities • Provide a Health & Safety policy In addition to this you must: • Take care of your own health and safety at work by following the training received and using work equipment and personal protective equipment as instructed. If you are in any way unsure you must speak to your Manager

• You must report any hazards or accidents when carrying out your day to day duties – this helps to take care of the health and safety of you and the team • Cooperate with your Manager, i.e. attend training sessions • Not misuse or interfere with anything provided for health and safety purposes

Remember!

You will receive your Health & Safety training as part of your induction.

Keeping Me Safe At Work

COSHH Regulations 2002 COSHH stands for the Control of Substances Hazardous to Health. The regulations cover the use of all types of hazardous chemicals, their storage and the need for protective clothing. We all have responsibilities under these regulations. You should familiarise yourself with the products used at your business by reading the labels, and learning the safety rules.

You must: • Never use chemicals you haven’t been trained on • Always use as instructed • Always use protective clothing/equipment as directed

• Only use approved chemicals supplied by us • Always keep chemicals in labelled containers • Always store securely away from food • Always wash your hands after using chemicals • Always return chemicals to the correct store as soon as you have used them • Report any accidents immediately • Never mix chemicals; they may react with each other • Never pour chemicals into other containers • Never use chemicals for anything they were not supplied for Personal Protective Equipment (PPE) In some instances, we will provide personal protective equipment for you to use when carrying out certain tasks, and you must use this for your own safety. This could include gloves or gauntlets, goggles, masks, aprons and ear plugs.

Noise In some sites with high levels of noise it may be compulsory for you to wear ear protection in certain areas. Each site will be risk assessed, and you will be trained if this affects you personally.

Keeping Me Safe At Work

Electricity at Work Advise your Manager if you spot any dangers regarding electrical equipment. This could be, for example, overloaded sockets, damaged/faulty wiring or loose plugs. Please check each time you use any piece of electrical equipment.

Safety Signs You will notice various safety and warning signs around the business, mainly in back of house areas. You must adhere to these at all times.

warning

prohibition

mandatory safe condition

Hazard Spotting Always tell your Manager if you spot any potential hazards. For example, these may include: worn carpets, broken furniture, loose handrails and uneven paths. Cellar Safety If your role involves cellar work, you will receive training to make sure that you are safe. This might include securing gas cylinders and putting away deliveries. The cellar must be kept as tidy and clean as possible ensuring there are clear exit routes at all times. General Housekeeping It is important that all storage areas, walkways and external areas are kept clean and tidy to prevent tripping hazards and manual handling difficulties. If anything concerns you, speak to your Manager.

Keeping Me Safe At Work

Fire Safety Fire is possibly the biggest danger to life in any public area as it can be started very easily, and can quickly get out of control. We must therefore all understand the basic fire precaution rules.

There are three things needed for a fire:

HEAT + OXYGEN + FUEL =

Remember!

Remove one of these and the fire is put out.

Fire Prevention There are many ways to avoid fires breaking out – below are a few examples: • Observe the no smoking rules

• Keep all combustible items out of boiler rooms • Ensure corridors and doors are not blocked • Empty ashtrays frequently into the metal bins provided • Don’t overload sockets • Report any loose wires immediately

• Special attention must be given to kitchen equipment such as grills/chip fryers/ovens/ grease filters and the extract canopy hood as these could catch fire easily. They must be well cleaned on a regular basis

Keeping Me Safe At Work

Fire Extinguishers You should only tackle a fire if: • It is in the early stages and • It is safe to do so and • You have been trained by a professional • It is blocking your exit

Remember!

Fire extinguishers are provided to aid your escape.

Fire Doors Fire doors are made to withstand extreme temperatures for longer periods of time than regular doors. Always adhere to the signs stating ‘FIRE DOOR – KEEP CLOSED’, as this can prevent fire spreading. Never wedge a fire door open for any reason.

What do you do if you discover a fire? • Remain calm, do not panic, raise the alarm • Get yourself and everyone else out of the building • Call the Fire Brigade – give as much information as possible • Never go back into the building • Never put yourself in a position of danger • If you discover a fire call 999. Always give the name of your business and telephone number

Remember!

You will receive your Fire Safety Training as part of your induction.

Licensing Law – England & Wales

The Licensing Act (England & Wales) 2003 Due to different laws regarding licensing in England & Wales and Scotland, the required training for a server of alcohol is also different. If you are working in one of our Scottish businesses you will need to make sure you familiarise yourself with the Licensing Act (Scotland) 2005 which follows this section.

On the 24th November 2005 a new law came into effect across England and Wales which requires all premises, where a licensable activity is taking place, to be licensed by the local council. Once granted, a copy of the licence summary must be displayed so that everybody is aware of the hours and conditions. It is important that you make sure that you know where the licence is displayed and what conditions are listed. Personal Licences Some members of the team, as well as your Managers, may hold a Personal Licence. One of these people will be nominated as the Designated Premises Supervisor (DPS) who can then allow the sale of alcohol to take place. The DPS will normally be your Manager. If there is no DPS nominated at the premises then the sale of alcohol cannot take place. Servers of Alcohol Before you are allowed to serve alcohol you must attend a training session with one of the Personal Licence Holders who will explain your responsibilities in detail and then you will be required to sign a Licensing training record form. You are not allowed to serve alcohol until you have completed this training. You must also familiarise yourself with the content of the Licensing Act poster, a copy of which is contained in this e-Handbook. Responsibilities As a server of alcohol you accept certain responsibilities as part of your duties, and therefore it is essential that if you are ever in doubt about the correct procedures, you must speak directly to your Manager.

There are two principal responsibilities for serving alcohol which are: • Do not serve somebody who is under 18 • Do not serve somebody who has had too much to drink

Remember!

If you are caught doing either of these you face prosecution or being served with an £80 Fixed Penalty Notice as well as disciplinary action. This may result in the loss of your job.

Licensing Law – England & Wales

Proof of Age It is up to you, as a server of alcohol, to be satisfied about a person’s age. If they look under 21 you must ask them for identification.

We only accept the following documents: • International Passport • UK Photographic Driving Licence • Proof of age scheme card with the ‘PASS’ hologram

You must always look at the identification carefully before serving the alcohol and check on the following: • Is the photograph the same as the person showing you the document? • Does the date of birth mean that the person is over 18? • Has the document been tampered with? Licensing Objectives All Team Members have a responsibility to assist the Manager in complying with the

objectives of the Licensing Act which are: • The prevention of crime and disorder • Public safety • The prevention of public nuisance • The protection of children from harm

If you think that there may be a problem in any of the above matters – such as an obstructed fire exit, or some people behaving badly, then you must inform your Duty Manager immediately.

Summary Before serving alcohol always be satisfied that you are complying with the law and that you are within to the conditions listed on the premises licence.

Remember!

Remember, if in doubt simply don’t serve them and refer the matter to your Manager.

Licensing Law – England & Wales

YOUR RESPONSIBILITIES FOR SERVING ALCOHOL

Trading Standards Correct Measures

Beers and lagers – the head must be no more than five per cent of the total liquid. If using a thimble measure, it must be full to the brim and poured in the guest’s view. Do not add anything to a drink unless the guest requests it (e.g. water).

You may only sell alcohol during the hours stipulated on the premises licence.

LICENSING ACT 2003 These are your personal legal responsibilities and you can face an £80 fixed penalty notice or prosecution for failure to comply with these requirements.

You must ask your Manager if there is anything described in this poster that you are not sure about.

Licensing Law – England & Wales

You must not Sell alcohol to anyone under the age of 18. If a guest looks under 21 you must ask for ID. The three types of proof of age IDwhich you can accept are: International passport, UK photo card driving licence or proof of

Licensing Objectives The prevention of crime Ensuring public safety Prevention of nuisance Protecting children

age card with the PASS hologram.

You must not sell alcohol to anybody who has had too much to drink.

You must comply With any specific conditions that may be detailed in the premises licence. Examples include: asking guests to respect our neighbours by leaving quietly and ensuring drinking up time is completed within 30 minutes.

Licensing Law – Scotland

The Licencing Act (Scotland) 2005 On the 1st September 2009 a new law came into effect in Scotland which requires all premises, where the sale of alcohol is taking place, to be licensed by the local Licensing Board. Once granted, a copy of the licence summary must be displayed at the premises so that everybody is aware of the licensed hours and conditions. It is important that you make sure that you know where the licence summary is displayed and what conditions are listed on the licence.

Personal Licences Some members of the team, as well as your Managers, may hold a Personal Licence. One of these people will be nominated as the Premises Manager who can then allow the sale of alcohol to take place. The Premises Manager will normally be your Manager. If there is no Premises Manager nominated at the premises then the sale of alcohol cannot take place. Servers of Alcohol Before you are allowed to serve alcohol you must attend a 2 hour training session with one of the Personal Licence Holders. They will explain your responsibilities in detail, and you will be required to sign a licensing training record form. You are not allowed to serve alcohol until you have completed this process . You must also familiarise yourself with the content of the Team Member Licensing Responsibilities poster, a copy of which is contained in this handbook. Responsibilities As a server of alcohol you accept certain responsibilities – as part of your duties, and therefore it is essential that if you are ever in doubt about the correct procedures, you must speak directly to your Manager.

There are two principal responsibilities for serving alcohol which are: • Do not serve somebody who is under 18 • Do not serve somebody who has had too much to drink

Remember! Remember!

If you are caught doing either of these you face prosecution as well as disciplinary action. This may result in the loss of your job.

Licensing Law – Scotland

Proof of Age It is up to you as a server of alcohol, to be satisfied about a person’s age. If they look under 25 you must ask them for identification.

We only accept the following documents: • International Passport • UK Photographic Driving Licence • Proof of age scheme card with the hologram

Licensing Objectives All members of the team have a responsibility to assist the Manager in complying with the objectives of the Licensing Act which are: • Preventing crime and disorder • Securing public safety

• Preventing public nuisance • Protecting children from harm • Protecting and improving public health

If you think that there may be a problem in any of the above matters such as an obstructed fire exit or some people behaving badly, then you must inform the Duty Manager immediately. Summary • You must have received the necessary 2 hours of statutory licensing training before you are allowed to serve alcohol • Before serving alcohol, always be satisfied that you are complying with the law and that you are adhering to the conditions listed on the premises licence

Remember!

Remember, if in doubt simply don’t serve them and refer the matter to your Manager.

Licensing Law – Scotland

LICENSING (SCOTLAND) ACT 2005

YOUR RESPONSIBILITIES FOR SERVING ALCOHOL

Trading Standards Correct Measures

You may only sell alcohol during the hours stipulated on the premises licence.

These are your legal responsibilities and you can face prosecution for failure to comply with these requirements. You must ask your Manager if there is anything described in this poster that you are not sure about.

OUR CHALLENGE 25 POLICY The three acceptable types of ID you can accept: 1. An international passport 2. UK photo card driving licence 3. A proof of age card with the ‘PASS’ hologram. If a guest looks under 25 you MUST ask for ID.

Licensing Law – Scotland

You must not sell alcohol to anyone under the age of 18.

Licensing Objectives Preventing crime and disorder Securing public safety Preventing public nuisance Protecting children from harm Protecting and improving public health

You must not sell alcohol to anybody who has had too much to drink.

Social Responsibility

Social Responsibility We are committed to operating all of our licensed premises responsibly, safely and within the law. We always seek to work closely and constructively with the key authorities including Police, Fire, Environmental Health and Local Authorities, in pursuit of the licensing objectives.

Our aim is to be socially responsible in all that we do and so we have clear guidelines set out in the following areas:

• Observing the law with regard to the sale of alcohol and other products • Operating a Responsible Pricing and Promotions Policy • Educating and training our Managers so that they operate professionally and within the law • Producing operational guidelines for the sale of alcohol to Under 18s The information above is a summary of our policy on Alcohol and Social Responsibility. A complete version of the policy can be found in the ‘Communications’ section of the Outlet Document Library. Campaign for sensible drinking – why let good times go bad? Our businesses are all about creating ‘good times’ for our guests. In line with current government campaigns and the ‘Drink-Aware’ brand which you may have seen on the television, we are leading the industry with the ‘Why let good times go bad?’ initiative. We don’t want to tell our guests what to do, but we do want them to have fun without any negative consequences. You will see a number of communications in your business reminding guests about the importance of drinking water/soft drinks, eating properly, pacing their drinks and generally understanding the physical effects of drinking.

Your role is crucial in ensuring that we help our guests have a great night out by encouraging them to have fun without negative consequences.

This campaign also highlights the importance of both Challenge 21 (England and Wales) or Challenge 25 (Scotland) and your legal duty to refuse to serve drunken guests.

I Care About The Business

Security Misuse of Drugs

Those who allow drug related activities to take place on licensed premises (including the producing or supplying of a controlled drug or smoking cannabis) will immediately face disciplinary action. Always report any suspicious behaviour to your Manager immediately.

Look out for the following signs of drug use: • Changes in people’s behaviour such as: slurred speech, glazed eyes, lack of co-ordination, constant talking or agitation • Large groups gathering and not buying drinks or people making constant trips to the toilets • Drug litter – this may be found in toilets, external drinking areas or quiet/dark areas of the premises and includes blackened tin foil, burn marks on furniture, unusual smells, blood and used needles

If you find any suspect substances or used needles on the premises, you must not touch them . Inform your Manager immediately and they will deal with the drugs/needles correctly.

Remember!

Drug taking has no age, sex, or social boundaries.

Premises Security All members of the team have a responsibility to try to ensure that the business is kept secure. Here are some simple precautions that you can take and look out for: • Keep all non-essential doors locked, including the cellar and bottle store (N.B. You must never lock fire exits when anyone is inside the building) • Never leave the bar unattended, always close till drawers after use, and keep your personal till key with you when at work • Challenge strangers or visitors in team areas. Remember to always ask for ID • Tell your Manager if you see anything suspicious Personal Security • Avoid taking valuable items with you to work. If there is no alternative, always leave your possessions in your locker or hand to a member of the Management Team for safe keeping

I Care About The Business

Managing Difficult Situations A licensed premises is generally an enjoyable and rewarding place to work. Unfortunately, sometimes there are guests who can become aggressive, possibly due to alcohol or drugs. Incidents of aggression can range from swearing to physical violence, which can result in fighting or damage to property.

It is possible to prevent conflict by identifying the signs early and by knowing how to handle the situation. If you see or become involved in a conflict situation:

Don’t

Make physical contact

Stay calm

Raise your voice

Adopt a friendly manner

React in a threatening way

Be assertive but not aggressive

Swear or use offensive language

Inform someone e.g. your Duty Manager

Prevention of Terrorism All Team Members working in retail premises have a responsibility to work together with their colleagues and help deter terrorism. Some of our Team Members, especially those working in city centres, will be more than familiar with local police initiatives such as Project Griffin. By working with the authorities we can all help prevent an attack and the following are key points: • Report any suspicious or unattended packages immediately • Record details of any telephone threats • Look out for any suspicious activity • Make sure that there is no unauthorised access to the back of house areas • Never give out any security information about the business If you have to evacuate because of a bomb threat remember that you may need to go to an alternative assembly point. When evacuating, tell guests to take their possessions with them and if the suspect device is at the front, consider the use of the alternative emergency exits.

Remember!

If any information is given to you about a bomb threat you must inform the Duty Manager immediately.

I Care About The Business

Credit Card Security Policy We are committed to complying with the Payment Card Industry Data Security Standard (PCI DSS) for the storage, processing and transmission of credit card data. This comprehensive standard is intended to help organisations proactively protect customer account data. Our aim is to securely process credit cards and securely store credit card slips in all of our businesses. The following guidelines in relation to credit card handling should be followed at all time: • Treat documents with credit card numbers just like cash • Credit card swipes taken for tabs should be kept in the till and not in a glass behind the bar • Restrict access to and protect credit card slips at all times • Only Duty Managers should perform an ID check on technical support staff accessing PDQ machines • Under no circumstances should staff swipe cards into unusual/unauthorised devices Fraud Policy We view fraud very seriously and require you and all our employees to act honestly and with integrity at all times. Fraud may involve manipulation, falsification or alteration of documents or it could be the deliberate misuse of credit cards or the payment systems that you use. Your responsibilities: • To act within company procedures at all times in the handling of payments from guests • To tell your Manager if you suspect that there has been improper behaviour or that fraud may have been committed. If you are unable to tell your

Manager, you may call the Confidential Disclosure Hotline on 0800 032 3280 . You can find details of this on the poster on your team notice board

Our responsibilities: • To investigate all cases of fraud thoroughly • To inform the police if appropriate

• To take disciplinary action if necessary in accordance with our disciplinary procedure – this could result in dismissal

I Care About The Business

Bribery Policy The Bribery Act 2010 came into effect on Friday 1 July 2011.

Mitchells & Butlers has adopted a Bribery Policy and has a Code of Ethics. Our updated policy in respect of the acceptance and/or giving of gifts and hospitality is now set out in paragraph 4 of the Bribery Policy which can be requested from your Line Manager. It is important that employees tell their Line Manager or the Confidential Disclosure Hotline (tel. 0800 0323280) as soon as possible if they are offered a bribe by a third party, are asked to make one, suspect that this may happen in the future, or believe that they are a victim of another form of unlawful activity. Employees who refuse to accept or offer a bribe, or those who raise concerns or report another’s wrongdoing, are sometimes worried about possible repercussions. We encourage openness and will support anyone who raises concerns under this Policy, even if they turn out to be mistaken.

I Care About The Business

Social Networking Policy Introduction The social networking policy applies to all Mitchells & Butlers employees.

The company recognises that many employees participate in social networking on sites such as Facebook, Twitter, Linkedin and Youtube. The company respects an employee’s right to a private life, however the company must also ensure that confidentiality, its reputation and working relationships are protected. It therefore requires employees using social networking and video sharing websites to adhere to certain principles for both company and personal sites. Principles • Employees must not comment on any of the company brand Facebook pages or other social networking sites as this is a forum intended for customers to interact. Employees are welcome to look and view feedback from customers but it is important to leave commenting to the brand page admin teams. • Employees should refrain from identifying themselves as working for the company. • Employees should ensure that they do not conduct themselves in a way that is detrimental to the company or to the brand. • Employees should take care not to allow their interaction on social networking sites to damage working relationships between other employees and customers of the company. Bullying, harassment or causing offence through social networking sites is viewed most seriously and will not be tolerated. Consequences of inappropriate use of social networking sites Any involvement in web-based social networking and video sharing internet sites for whatever reason, which has the effect of bringing the company into disrepute, exposing it to potential claims or liabilities and/or has the effect of damaging working relationships between fellow employees or customers may be deemed as gross misconduct and result in disciplinary action being taken which may result in dismissal from the company.

The company’s Diversity and Equal Opportunities policy and the IT Code of Practice also apply to social networking and must be complied with in conjunction with this policy.

I Care About The Business

Energy Reduction Responsibilities Mitchells & Butlers are committed to taking a pro-active approach to lessen the environmental impact of our business through working to lower our carbon footprint, minimise waste and reduce our consumption of natural resources. It is the expectation of the company that all employees participate in helping to achieve these goals. CCTV Employees should be aware that the Company uses CCTV at its outlets to monitor and record images for the principal purposes of the prevention and detection of crime, public and employee safety and to comply with licensing conditions, where appropriate. Although the principal purpose for which this footage is recorded is for reasons of security, crime prevention and customer/employee safety, employees should be aware that any footage may be used as evidence in any disciplinary proceedings taken by the Company against its employees. In the event that such evidence is used in disciplinary proceedings, the employee to which the disciplinary proceedings relate will be given the opportunity to view the relevant footage and respond accordingly.“ The use of CCTV is covered by the data protection legislation and any images captured should not be shown or passed to any third party. Any misuse by employees could lead to disciplinary action being taken. Images, Video and/or Film Footage Employees should be aware that the Company may itself or using mystery customers or other persons from time, film, record and/or to take images covertly at its outlets and/or on Company property. The primary reason for this activity is for training purposes and internal communications, although employees should be aware that any footage may be used as evidence in any disciplinary proceedings taken by the Company against its employees. In the event that such evidence is used in disciplinary proceedings, the employee to which the disciplinary proceedings relate will be given the opportunity to view the relevant footage and respond accordingly. No film, record or image taken should be shared with any third party without the prior written consent of the MAB Legal Department. Note that any misuse by employees of any of such filming/images could lead to disciplinary action being taken.

FAQs

Frequently Asked Questions (FAQs) The main terms and conditions of your employment are contained within your contract, which you will have received when you first arrived for work. Where there is a difference between your contract and this e-Handbook, your contract will always take precedence. If you have not had your contract, ask your Manager – it is important that you get this completed. Here are a few questions that you may want answered about your contract and Company benefits. Q. WHAT ARE THE WORKING TIME REGULATIONS? A. The regulations provide that:

1. The maximum working week is 48 hours averaged over a 17 week period 2. Team Members working in excess of 6 hours are entitled to a 20 minute unpaid break 3. A break of 11 hours is provided between shifts 4. A break of a minimum 24 hours is provided in any 7 day period (excludes 11 hour rest between shifts) 5. Special arrangements for Team Members working more than 3 hours between 11 pm – 6 am 6. Paid annual leave of 5.6 weeks, please refer to your contract of employment for the specific number of days you are entitled to. In the case of the working week, it is possible for you and your Manager to mutually agree for the working week to be more than 48 hours. In the case of points 2-3 (above) the Regulations are entitlements. Where there are exceptional circumstances, such as staff shortages, the Manager may put in place arrangements outside the regulations in points 2, 3 and 4, however, compensatory rest must be provided. Note: the above rules are slightly different for 16-18 year olds.

If you would like further information please speak to your Manager.

FAQs

Q. WHAT HOURS WILL I BE EXPECTED TO WORK?

A. This will obviously vary according to the job you do. Your Manager will normally advise you of your hours of work in the form of a weekly rota. However, do remember that the nature of our business demands a flexible approach to working hours, and your hours may need to be reduced or extended, according to levels of trading or the usual demands of the business. Q. WHAT HAPPENS IF I DON’T FEEL I’M COPING WITH THE JOB? A. If you are finding it difficult to cope with an aspect of

the job or feel you are under excessive pressure you should discuss this with your Manager at the earliest opportunity. Talking about it will allow your Manager to ensure you get help to resolve the problem. Equally if you think one of your work colleagues is in this situation, talking to your Manager in confidence can ensure the appropriate help is given. Q. WHAT ABOUT RATES OF PAY?

A. Your rate of pay will have been discussed when your appointment was made and is shown on your Contract of Employment. Your Manager will notify you of any changes. Q. HOW MUCH HOLIDAY DO I GET? A. You will find this information in your Contract of Employment. Q. WHAT HAPPENS IF I’M OFF SICK? A. You will find this information in your Contract of Employment. Q. WHERE CAN I FIND INFORMATION ABOUT THE DISCIPLINE AND GRIEVANCE PROCEDURES? A. You will find this in your Contract of Employment and in the need to know section on OurHub.

FAQs

Q. WHAT HAPPENS ON BANK HOLIDAYS – AFTER ALL, THE BUSINESS WILL BE OPEN? A. Due to the nature of our business you will normally be expected to work on public holidays – particularly over the Christmas and New Year period. Public holidays are often particularly busy trading periods for our business. Your Manager will advise you of the working arrangements.

England and Wales Public Holidays in England and Wales are: Christmas Day, Boxing Day, New Year’s Day, Good Friday, Easter Monday, May Day Bank Holiday, Spring Bank Holiday and Summer Bank Holiday. Scotland Public Holidays in Scotland are: Christmas Day, Boxing Day, New Year’s Day, 2nd January, Good Friday, Easter Monday, May Day Bank Holiday, Spring Bank Holiday and Summer Bank Holiday.

Check with your Manager for any variations to the above.

Q. WHAT DO I DO IF MY DETAILS SUCH AS ADDRESS OR BANK ACCOUNT CHANGE? A. Inform your Manager immediately so that they can amend your records. Q. WHAT OTHER BENEFITS ARE THERE? A. Company Share Schemes We believe that everyone who contributes to our success should be able to share in it. That’s why we operate two Company Share Schemes, Sharesave and the Share Incentive Plan (SIP). The SIP provides you with an opportunity to receive Free Shares and to buy Partnership Shares from your gross pay. Once you become eligible to participate in these schemes, you’ll be issued with more information explaining the rules and the way in which they work. Qualification criteria and more information is available on OurHub/Offers & Benefits/Share Schemes.

FAQs

Company Pension Scheme (from Jan 2013) The Company operates a workplace pension plan through NEST (the National Employment Savings Trust). If you meet the criteria for automatic enrolment you will be enrolled to the NEST scheme from your postponement date which is the first day of the last 4 week pay period before you complete three calendar months service with the Company. Automatic enrolment applies to those: • Aged 22 or over • Under State pension Age • Earn £769 or more in any 4 week pay period with effect from 1st April 2014. The Company will write to you to confirm your postponement date and provide more information on automatic enrolment and what it means for you within one calendar month of you joining Mitchells & Butlers. If you want to you can ask to join the NEST pension plan from the date on which your Mitchells & Butlers employment started. A joining form is available on the Need to Know section of Our Hub (www.OurHub.co.uk). You can find out more about NEST at www.nestpensions.org.uk Childcare Benefit Childcare benefit is a HM Revenue & Customs approved salary sacrifice scheme. Employees can, subject to certain conditions, sacrifice up to £220 of salary every four weeks free of income tax and National Insurance in return for Child Care benefit to pay, in full or part, registered childcare costs.

More information is available on OurHub/Offers & Benefits/PickaPerk Scheme.

Bike4work This scheme allows you to buy a bike from your gross salary, free of income tax and National Insurance. A basic rate tax payer can save approximately 30% on the in store price.

More information is available on OurHub/Offers & Benefits/PickaPerk.

Dine With Us As a thank you for your ongoing contribution to Mitchells & Butlers you can register to receive a digital discount entitling you and up to 5 friends to a 20% discount in any Mitchells & Butlers Managed business.

For terms & conditions and more information visit OurHub/Offers & Benefits/Dine With Us.

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