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I want to learn how to answer the phone- I learnt how to answer the phone and wrote down the times and dates people wanted booking in at and took their phone number down just in case a phone call back was needed if their wasn’t any availability

I want to learn how to clean a room fully- I learnt how to fully clean a room such as making the beds and how they clean the bathrooms and also how they make up the refreshments in the room

I want to learn how reception works- I learnt how to use the computer at reception watching how my manger books people in and looks for availability and how they clock employees in and out

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Business with 5 or more employees must have. Health and safety policy- we have at least one to two members of staff who are health and safety trained this was used during my stay as we had a woman with high blood pressure have a funny turn and faint in the restaurant

Writing own risk assessments for different parts of the business- risks assume to are used within the kitchen and out on the floor most incidents occur within the kitchen such as a chef cutting the self which is. Written up by the head chef or one that has witnessed the incident.

Must be re-new every year/ after a incident

Must cover employees/ guests/ suppliers in all parts of the hotel

In law, you must report certain workplace injuries, near-misses and cases of work-related disease to HSE. This duty is under the Reporting of Injuries, Disease and Dangerous Occurrences Regulations known as RIDDOR

If you have 10 people or more there must be an accident book and near misses reported to a manager. Create a pattern of accidents/ near misses and tackle the problem- when have an incident book which we record every incidence no matter how small which is recorded by a senior member of staff signed with their initials.

At the farrier when getting into an incident such as a finger cut or a medical emergency there are protocols that need to be followed such as:

Treating the injury as fast as possible and example of this would be one of the chefs slicing their finger first thing would be to clean and sanitise the wound then bandage the injury then write up an incident report. Or another example of this would be medical emergency where a lady stopped breathing the first thing would be to find a fist- aider on site such as all the managers at The Farrier which there will always be one on shift will be trained in first aid, call an ambulance and then write up another incident report specifying the details of the medical emergency and usually the family after leaving in the ambulance will give them an update on how they are doing.

Staff

Training- all staff and junior employees must have good training to minimise the risks of an accident

Manual Handling, Food Handling and COSHH would be taught and delivered to all staff

Consult your workers. You must listen to all employees if they report any issues or problems- we have a HR department which we report any issues to our HR lady is Nat she checks up on employees if there are any concerns raised

Your work place must be safe

Welfare facilities- the right number of toilets and washbasins, drinking water and having somewhere to rest and eat meals- we have three toilets in the women’s bathroom and three basins.

A healthy working environment- a clean workplace with a reasonable working temperature, good ventilation, suitable lighting and the right amount of space and seating- we have a 5 star hygiene rating for our kitchen and floor cleanliness

A safe workplace- well-maintained equipment, with no obstructions in floors and traffic routes, and windows that can be easily opened and cleaned

Food handling

First Aid

First aid at work for all employees and guests

You must have:

A suitably stocked first aid kit

An appointed person or people to take charge of first aid arrangements

Information for all employees telling them about first aid arrangements

First training must be done very 3 years

Must have one appointed first aider on shift every day

Questions

How do you deal with first aid? Where is the first aid box?How is first aid trained?

Does the business have risk assessments?

How do you train staff to work safely?

Can you explain the food handling process?

How do you follow COSHH and RIDDOR?

How does a staff member report a near miss or accident? Do you have an accident book?

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First Impressions- there will always be a member of staff to greet you as they enter the building with a smile on their face and a hello

Welcome- when you fist walk into the building after being greeted you will be asked if you have a table and what name its under if you don’t have a table you will be pointed to upstairs to the cocktail bar

Meet and Greet- if you have a table you will be asked whether you would like to go for a drink upstairs whilst waiting for your table or going straight to the table. You will then be asked wether you would like a wine list and water tap, sparkling or still and then they will come back in 5 minutes to get your drink order and then 10 minutes after for your food order.

Appearance- Staff/Building- the building is beautiful decorated with horse and dog pictures to represent their dog friendly area. They also include this horse and equestrian style due to the owner being a horse rider herself. At Christmas they decorate the building with Christmas trees, fairy lights and Christmas lights, ornaments and Christmas presents.

Amenities- the amenities they offer are a toilet and a disabled toilet, they also include lifts from upstairs to the bottom floor and then due to there being two steps between the entrance to the restaurant there’s also lift their for wheelchair users

Ease of booking- booking with the farrier is easy, either booking via the website thefarriercayton.co.uk or ringing up where someone on reception will answer asking for a name and any allergies and how many people for

Awards/met food industry standards. Food standards agency? AA Rosettes? Star ratings? The Farrier has a Rosette as well as a 5 for food hygiene and won 4 in a bed in 2020

What is the training for staff on customer service in your placement?- the training for staff will be a tour around the building, then you will shadow a member of staff n your first shift where they will explain how to take food, make drinks and explain table numbers and areas which are dog friendly ect

What is the customer service at the work placement?- The Farrier give excellent customer service and pride themselves on their great customer service greeting everyone with a smile and speaking politely.

Greeting/ Meet and Greet

Service standards

Complaints/ Issues- complaints are handled in a professional manner where staff are advised to apologise first ask them to explain the issue, sympathise with them and then if you cant resolve the issue ask a manager to handle it

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How does company keep customer/staff safe?

Locked doors - we have multiple door that are locked on a night time such as the door from the kitchen to the outside that is locked after shift. A main door that is looked when we leave the building and a second entrance door that is locked.

4 digit number locks- there is a 4 digit alarm lock that is used when leaving the building.

Cameras- we have cameras surrounding the building and inside the while of the restaurant the only rooms without cameras is the storage cupboards and toilets and rooms

Security personal

Key fobs- we have key fobs that are only given to managers and guests to access the office and rooms but need a key to access the inside of the rooms

Tills/ money security- the till are counted by a manager or supervisor in the office that is accessed by a key fob and money is counted and kept in a secure place. The only person with access to the safe is the owner and if she goes away is given to a trusted manager

Personal lockers for your belongings

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a set of rules that members of an organisation or people with a particular job or positions

Demonstrating company values

Guiding behaviour in the workplace

Adhering to the law

Increasing employee morale

Measuring employee success

Making ethical decisions

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GDPR- acronym for General Data Protection Regulation

It is an EU regulation that came into effect on 25th May 2018

GDPR gives power back to consumers by forcing companies to become transparent in how they collect, store, and share their customers’ personal data information

Due to GDPR The Farrier will never hold data that’s given by customers such as their allergies which we will ask on the booking of their stay, their bank details which they may give if its a larger party with a deposit or staying in the rooms, and their names which is why we only ask for a last name on the booking.

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What was your best moment of the week? What was the task you least enjoyed doing?/Why? 

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What was your best moment of the week? What was the task you least enjoyed doing?/Why? 

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The best moment of the week was being able to go on the bar this is because i felt confident talking and making conversation with the regulars and enjoyed the creativeness of making the cocktails. I least enjoyed cleaning the rooms u to them being dirty and how hard it is an managing your time properly in order to have the rooms ready for 3pm

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What employability skills have you used and developed?

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What employability skills have you used and developed?

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Confidence

Stress management

Attitude

Teamwork

Time management

Presentation

Adaptability

Accountability

I gained and being trained on the cocktail bar even though I may work there I have been able to work my way to being on the cocktail bar permanently and am able to work on the main bar in the restaurant.

I learnt was being able to work in team I learnt this when there was six of us working behind the cocktail bar during the wedding.

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Day 1 was Friday 20th June 2025 5pm-10:30pm (5.5hrs)

On Day one I came in at 5 pm. Upon starting I went downstairs and helped out behind the main bar in the restaurant. This included me polishing glasses. And piping the butter onto our butter planks and putting them on the tables that we’re eating with us this evening. After this I started setting up some tables that hadn’t been set up yet for the evening. We also place wine glasses and water glasses on the table in case a customer would like to have a bottle of red wine with their starters, mains or desserts. We had an event on this evening for a birthday os with the help of our flourish we set up a beautiful dining experience for this private dining. With this I learnt how to make cocktails that weren’t on the menu such as a lemon cheesecake cocktail that was a special last year. I also learn how to make a mango mimosa which again isn’t on the menu. I learnt new skills on how to be creative and use my initiative when it comes to drinks I may not know how to make and to never say no to a customer and ask for guidance when needed.

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This is the Christmas menu, we offer two different types of menus, one o them being the Christmas menu and one of them being the normal menu which consist of a fish dish, chicane dish, belly pork dish, pasta dish and then vegan options if necessary. This is also one of the rooms The Farrier offers called warhorse i was unable to get a photo of the other rooms as they were occupied and i dint have my phone however the rooms offer tea and coffee stands, TV, Free Wi-Fi and a bathroom with the room   

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Products the company sells

variety/ differences/include prices

Full range of products

Services they offer?

Make the experience better for customers

WiFi

Changing rooms

En-suites

BnB

Dinner, lunches

Afternoon Teas

Special Events

Ramps/ Lifts

Offers

Parking

The farrier

At The farrier they offer many products and services within the establishment

The Farrier offer a free WiFi for customers who come do dine with the farrier and also those who come for drinks and those who stay in the rooms with The Farrier

The Farrier also offer afternoon tea. There are two types of afternoon tea. Champagne afternoon tea is a service The Farrier provides were essentially customers are given a glass of champagne when they are seated. After this they will get asked if they want any water for the table and shortly after will be given three different types of sandwiches. They will be checked on by a member of staff and if the sandwiches are done they will take them away and then bring out the cakes/ desserts and scones. You are then asked if you want your tea or coffee now or anymore drinks.

https://the-farrier.co.uk/?utm_source=ig

Instagram- thefarrier_cayton- menus and rooms

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Day 2 way Sunday 22nd June 2023 5pm-10:30 (5.5hrs)

On Sunday I arrived at 5 pm. To start with when I got into the building due to our lunch times changing there was still people who may be eating Sunday lunches on some of the tables downstairs. Lunches tend to be busy on Sundays and Saturdays as we have stopped serving lunch on a Monday and Tuesday. After helping clear the rest of the lunches downstairs i went upstairs to take off one of my managers so she could go on her break. Due to them having table upstairs of around 12 people i had to wait until they left which was around 5:30. Whilst I was waiting for them to leave I cleaned behind the cocktail bar ready for when service begins at six. This includes washing all the shakers and making sure they are not sticky and polishing glasses that have been used. After the table I cleared all the tables of their glasses gave them a wipe and set the tables back to normal in the saddle room for any potential drinkers. After my manager came up we dud some social media as that is crucial to the business as many people follow it. For example we do a new cocktail every week and for this month it was employees favourite cocktail mine was a mango daiquiri. After we posted that on Instagram we carried on the night behind the bar making cocktails, making coffees and cleaning the back and restocking drinks as we go.

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Day 3 was Tuesday 24th June 2025 5pm-10:30pm (5.5hrs)

I started at 5pm. When I got in to The Farrier the first thing I did was go upstairs and takeover from the last person on the bar. The farrier offer 2 for 1 cocktails during the week meaning it was quite busy due to the this offer and the weather. With that being said the bar was quite messy and lots of things had to be done. The first thing I did was polish the glasses that were in the glass washer so I didn’t fall behind later on during the evening. After this I went round the tables and onto the terrace and cleared all the empty glasses and filled the glass washer. After this I served people at the bar and made two cocktails called Strawberry and Rhubarb Sparkle.

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Day 4 was Wednesday 26th June 2025 5pm-12:00am (7hrs)

Wednesday was when we had a wedding this meant coming in at 5 everybody was running around. The ceremony was at 3pm at the church over the road however those involved in the ceremony arrived at around 2 pm for welcome drinks this meant me the day before placing a table at the top of the stairs and organising our prosecco glasses into a love heart shape ready for Nat our wedding coordinator to pour the prosecco in ready for people to drink. When coming in those involved in the wedding had a meal at 6 pm. This meant when I came in the kitchen were preparing their meals. As I was on the bar downstairs I helped taking food up as much as i could. This consisted of us taking the bride and grooms and whoever was sat on the head tables meals up first and then Nat stood at the door with a drawing of the seating plan guiding us to who had what meal. We also had a full restaurant downstairs this meant I had to do the bar downstairs and clean down and then go upstairs and help them work the bar upstairs so our manager who had been on since 6 am could go home this would be about 10:30 pm after this we call last orders at 11 pm as we request the wedding party out of the cocktail bar and area they rented which would be the saddle room, terrace and cocktails bar/ the saddle room is where the wedding breakfast would take place and where the dance floor and DJ is set up. After last call we start to clean down the bar whilst other staff members who had finished setting up downstairs for Thursday would clean up the saddle room and set it back to normal.

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Day 5 was Friday 26th June 2025 3pm-10:30pm (7.5hrs)

I came in at 3 pm this meant there was still one of our rooms that needed cleaning. This consisted of me changing the bedding to clean sheets and then making the bed look presentable whilst the other cleaner would clean the bathroom area. Then I refilled the tea and coffee station and filled the fridge up with fresh milk ready for the next people to stay. After this at around 4 pm i cleaned the restaurant bathrooms this consists of sweeping and mopping in and around the toilets and replenishing toilet paper. After this I watered the many plants we have surrounding the building and then got the bar ready for 6 pm when service started this consists of cutting garnishes up for drinks such as limes, lemons, cucumber and oranges and then bottling up asking sure we are stocked up for the evening. Due to this being a Friday i was upstairs so i went upstairs and did the same with the bar upstairs however i replenished limes lemons cucumbers oranges passion fruits and mint ready for cocktails which are sent for downstairs as well as up to be made for those in the restaurant dining with us.

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In total I achieved 35.5 hours during my work experience week 

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In total I achieved 35.5 hours during my work experience week 

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One of the positives of working at The Farrier this is because I learnt how to work the cocktail bar this was a positive because I was able to use my creativity when coming up with cocktail ideas as we do a 4 cocktails of the week every month and staff input is needed.One negative would be that on some of the days for example when I was setting up I already knew how to do that as I do it pretty much every time I’m in.

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Owner- the owner of the Farrier Dani, is in charge of ensuring that the place is being run smoothly she oversees both just the front of house but also the kitchen ensuring that their timing is correct and food isn’t taking too long to come out of the kitchen. Dani after the accountant left also took over paying her staff meaning she had to work out the hours staff worked each month and pay them accurately.

Managers- there are two managers at The Farrier Ellie and Kelly. Ellie and Kelly are in charge of ordering stock in such as drinks/ wine and liquor as well as breakfast stuff. They also make the rotas and ensure that everything has been done to an acceptable standard in the morning. They are trained in first aid

Supervisors- the supervisors are similar to the managers however the supervisors are trained in first aid and also will lock the restaurant up at the end of the night however they have no authority to discipline staff members that remains a job for the managers and owner.

Front of house/ bar staff- front of house will run food to tables, take drink orders, take drinks from the bar to the table and ensure that all customers are satisfied with the customer service they have been provided. Front of house may also be trained on bar as it means when it gets quiet they can do both bar and run food as staff get called off often in the January to march time.

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Staff behaviour standards

The staff must follow these to maintain professionalism and safety.

Professional behaviour- being polite, respectful and approachable at all times. Use appropriate language and maintain a positive attitude.

Appearance and hygiene- clean and ironed uniform, hair must be tied back, following hygiene rules.

Timekeeping- must arrive 5 minutes early for a shift for meeting with manager on shift, inform management of absence in advance as much as possible

Honesty- handle pay correctly, respect confidentiality such as customer details and contamination

Health and safety- follow food safety regulations, report hazards immediately and follow fire safety and emergency procedures

Customer service standards

First impressions- greet customers as soon as they walk in, make eye contact and have a smile on your face, offer assistance

Communication- speak clearly and politely, listen carefully, repeat orders to avoid any mistakes

Service quality- deliver food and drinks properly, check they are satisfied during the meal and be knowledgeable about the menu

Handling complaints- stay calm and professional, apologise and refer to a manger for extra support

Efficiency- take orders accurately, process payments quickly and minimise waiting times as much as possible

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Accommodation- they have 2 rooms that are not located within the building but just opposite for those who need a room for dogs. They have Sea Biscuit, the Old Stables, Dream Alliance and Black Beauty.

Private functions- The Farrier also hold quite a few private functions. Examples of this would be weddings, birthdays, business meeting and wakes. The cocktail lounge is open to everybody just for drinks or those staying with them. They offer cocktails, mocktails, beers, ciders, non alcoholic beverages such as juice, j20s and typical coke, lemonade and soda.

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Contact information, dress code, sickness procedure 

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Contact information, dress code, sickness procedure 

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Contact information- The Farriers contact information is @thefarrier_cayton.co.uk which is their website which includes their email address and phone number which you can contact to make bookings, queries or general concerns surrounding your previous or upcoming stay

Dress code- the farriers dress code is a light blue shirt, blue jeans, a brown leather apron and brown riding boots. Supervisors can be identified by their darker blue shirt. The managers can be identified by their black shirts and lack of apron and the owner can be identified be a no uniform but smart attire. Chefs will wear a white chefs coat and black trousers and our pastry chefs with a black chefs coat and the pot wash a breathable farrier black top and black bottoms and shoes.

Sickness procedure- the sickness procedure for the farrier is to call them with as much notice as possible, a message will not be enough to class you as sick, if you don’t not get an answer on the phone you must leave a message, this will then be recorded by a manager on the work app bright HR

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This is my updated CV and what I used to show the Farrier my experience. The Farrier do not require much experience but would prefer some with knowledge especially when applying for a bar job. The farrier give you a tour of the restaurant and also a trial shift where you will shadow a member of staff who is experienced and they trust

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My career path has changed a bit since my work experience. I have decided although I wanted and still am interested in persuing a career in criminology i have applied for many travel agency apprenticeships. The Farrier has given me experience in order to persue a career in customer service.

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5:00-5:20pm-

- arrived at work

- helped clear remaining Sunday lunches downstairs

- assisted with busy post-lunch clean-up

5:20-5:30pm-

-waited for large table upstairs to leave

5:30-6:00pm-

washed cocktail shakers

Polished glasses

Cleared and rest tables in the saddle room

Wiped surfaces

Re-set for incoming guests

6:00-6:20

Manager returned form break

Promoted weekly cocktail

Worked on social media content together

Posted on instagram

6:20-10:30

Main bar service

Made cocktails

Prepared coffees

Served customers

Cleaned bar area

Restocking drinks and supplies

Maintaining cleanliness and organisation