• 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

• 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

  
  

• 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

  
  

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.

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.

• 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

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.

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.

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.

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.

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

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.

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

- 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